Waiter Training Manual

(Trainer Version)

IRCV1

Contents
Contents
10 Training Plan
Introduction
Job descriptions

P2
P3
P4
P5+6

Section 1 Pass
What is the Pass?
Dish Garnishes
Mise en place
Communicating with the Kitchen
Table Numbers
Position Numbers
Where things live
Cleaning Audits
Food Audits/MOTs

P8
P8-11
P11
P12
P13
P14
P15
P16
P17

Section 2 Reception
Reception Responsibilities
The importance of a smile
Mystery Diner steps
Never say No to a booking
Res V5 Training
Logging in
Taking a Booking/Guest Recognition
Editing a Reservation
Checking in a Booking
Loyalty Card

P19
P20
P20
P21
P22
P23-30
P30-32
P32-33
P34

Section 3 Floor
Mystery Diner/Steps of Service
One Server
Taking Orders
3 Types of Selling
Complaint Handling
Allergies
Guest Awareness
Challenge 21
Weights and Measures
Wine Knowledge
Wine Service
Cocktails and Spirits
IRC Calls
Coffees

P36+37
P38
P39
P40
P41
P42
P43
P44
P45
P46
P47+48
P49
P50
P51-58

Training Programme Week 1 (Waiter)

DAY 1

DAY 2

DAY 3

DAY 4

DAY 5

Wednesday

Thursday

Friday

Saturday

Sunday

INDUCTION DAY

FOOD RUNNING

FOOD RUNNING

PASS

RECEPTION

10am 5pm

3pm Close

12pm 10pm

10am 6pm

12pm-8pm

Company Induction with

Manager or In house
Trainer

Complete test P1a

(Pass rate 90%)

Complete test P1b

(Pass rate 90%)

Complete test P1c

(Pass rate 90%)

Complete test P1d

(Pass rate 90%)

Attend Staff Briefing

Verbal test table

numbers

Verbal test
position numbers

Attend Staff Briefing

Attend Staff Briefing

Attend Staff
Briefing

Core Handbook Issued

Ref day one checklist
(Page 33)

Buddied with
experienced member of
staff
Ref. Training Manual
Section 1

Buddied with
experienced member of
staff

Set up and Close down

duties of pass

Ref. Training Manual

Section 1

Food Training
Pasta/Risotto/Salad

Food/Cleaning Audits

Compendiums issued
Waiter Training Manual
issued
Food training
Appetisers/Starters
Health and Safety
Complete a Food MOT
with a Manager or In
house Trainer

Table Numbers

Buddied with
experienced
member of staff
Complete Section
1 of Training
Manual

Buddied with
Reception
Manager/Full time
reception
Complete Section 2
of Training manual
IRC Reception
standards
Events (If applicable)

Food Training
Mains/Grill

Food Training
Pizza/Sandwiches/
Desserts

Guest Recognition
Loyalty cards

Epos Training
Coffee Training

Training Programme Week 2 (Waiter)

DAY 1

DAY 2

DAY 3

DAY 4

DAY 5

Monday

Thursday

Friday

Saturday

Sunday

FLOOR - FOLLOW

FLOOR - FOLLOW

FLOOR - FOLLOWED

FLOOR FOLLOWED

FLOOR - FOLLOWED

10am 10pm

3pm - Close

10am 6pm

3pm - Close

12 - Close

Complete test R1a

(Pass rate 90%)

Complete test W1a

(Pass rate 90%)

Complete test W1b

(Pass rate 90%)

Complete test W1c

(Pass rate 90%)

Complete test W1d

(Pass rate 90%)

Buddied with In
house Trainer or
experienced waiter

Buddied with In house

Trainer or experienced
waiter

Buddied with In house

Trainer or experienced
waiter

Buddied with In
house Trainer or
experienced waiter

Practical coffee test

Make the 5 top
selling coffees

Ref. Section 3
training manual

Ref. Section 3 training

manual

Ref. Section 3 training

manual

Ref. Section 3
training manual

Buddied with In house

Trainer or experienced
waiter

Mystery Diner Form

and Process clearly
explained

Allergies

Wine Training
Serving wine

Cocktail/Spirit
training

Bar legals/Measures
One Server/ Epos
Training

Complaint
Handling/Wowing
guests

Refresher coffee
training

Opening Duties

Selling Techniques

Service observation to be
done by manager and
feedback given

Closing duties

Complete Section 3
training manual
Service observation to
be done by manager
and feedback given

Introduction in Brief
IRC was formed in 2004, we have 33 restaurants 22 of these are Piccolino, 8 Restaurant Bar
and Grill, 2 Bank and 1 Zinc Bar and Grill, most can be found in city, suburban and rural
areas and have sophisticated and high quality fit outs. IRC prides itself on our eclectic
menus and has a huge emphasis on quality and fresh ingredients. Menu and service
consistency is of high importance in both front and back of house.
When hiring new employees we look for people with a passion for food, hospitality and a
desire to learn. We have a huge focus on training and development and there are
opportunities for promotion. Personality and passion are what drive our company forward.
Our restaurants provide a high standard of service we are professional, fluid and fun with
excellent product knowledge. Our aim is to wow and delight our guests.

The Training Manual

This manual has been designed to ensure that you cover all areas of the restaurant to help
you become the best waiter possible.
You will start on the Pass for a week, food running and learning the menu and developing a
good relationship with the kitchen team.
You will also do a day on reception to learn how to use the Res V5 system and receptionists
responsibilities. You will cover how to answer the telephone correctly and take a reservation
as this is something you will be expected to do especially if you do not have a full time
receptionist in your restaurant.
Your final weeks training will be spent on the floor with your Trainer who will train you in all
areas and be there if you have any questions.
Please write below who your trainer is
________________________________________________________________________

JOB DESCRIPTION

Job title:

Responsible to:

Role:

Waiter/Waitress
General Manager, Restaurant Manager and Management team
To ensure you are efficient and productive in your everyday duties
maximizing on sales opportunities and ensuring the service provided
by you meets with the company standards.

Duties & Responsibilities

To maintain the companies standards in Food, Service and Cleanliness

To ensure that the Companies standard of service are maintained providing a

friendly, efficient, courteous and consistent service at all times.

To NEVER say No to guest unless their request is illegal

To ensure that you are fully knowledgeable of the menu, the wine list and the
beverage menu.

To understand your responsibilities in maintaining Company standards of Food

Safety, Health and Safety and Fire Safety.

To carry out any jobs or duties as dictated by management.

To have a good working relationship with your colleagues in all departments

maintaining high levels of communication and team work at all times

Signed: .

Signed: ..

(Employee)

(Line Manager)

JOB DESCRIPTION
Job title:

Commis Waiter

Responsible to:

Management Team

Role:

To ensure you are fast, efficient and productive in your everyday

duties and the service that you provide meets with the company
standards

Responsibilities

To ensure that a friendly, efficient, courteous and consistent service is provided at all
times.

To never say No to a guest unless their request is illegal

To ensure that the departmental cleaning rota is followed on a daily basis maintaining
the company standards of cleanliness

To understand your responsibilities in maintaining Company standards of food safety,

health and safety and fire safety.

To carry out any jobs or duties as dictated by management team

To have a full knowledge of all food and beverage menus

To have a good working relationship with your colleagues in all departments

maintaining high levels of communication and teamwork at all times

Signed: .

Signed: ..

(Employee)

(Line Manager)

Section One
The Pass/Food running

What is the Pass?

The pass is where the Head chef puts the food once cooked to be garnished and checked it
is to spec before being delivered to the guest.
Running the pass is a huge responsibility as you have to know all dishes, their garnishes
and develop a great relationship with the kitchen team.
Please fill in below the dishes you see whilst working on the pass at the correct garnish
for each:
APPETISERS/STARTERS:
Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:
8

PASTA/PIZZA/RISOTTO/SALAD:
Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

MAINS/GRILL:
Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

10

DESSERTS:
Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

Dish :

Dish:

Dish:

Garnish:

Garnish:

Garnish:

On your first day you will have been issued a food compendium. Please keep it with
you throughout your training so you can constantly make notes on dishes. You will
be tested on your knowledge of dishes on a regular basis.

Mise en Place
What does Mise en place mean?
Everything in place
Please name 5 dishes below and what mise en place is required:
1. ___________________________________________________________________________
2. ___________________________________________________________________________
3. ___________________________________________________________________________
4. ___________________________________________________________________________
5. ___________________________________________________________________________
11

Communicating with the kitchen:

Building a good relationship with the kitchen will only benefit you once you have completed
your training and become a waiter for IRC.
Make the most of your time working the pass and get to know the kitchen team.

Pleasewritebelowthenamesofthekitchenteamyoumeet,whatstationtheyworkonand
theirfavouritedishfromthemenu:
Chef/KPname

Station

Favouritedish

________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________
________________________ ___________________________________________________

You will find that when you are working on the pass you will often be the go between for the
kitchen and waiters. It is essential that you treat everyone with the respect you would expect
and you are clear when communicating messages as this effects the service our guest
receives.

12

Table Numbers
Every one of our restaurants will have a different table plan. It is important that you take the
time to learn them.
Pleaseaskforacopyofthetableplanforyourrestaurantandstickinbelow:

TABLE
PLAN

13

Position Numbers
In order to give the best possible service to our guests we dont like for our servers to
Auction food. By this we mean going to the table and shouting out the names of the dishes
to find out who is having what.
To prevent this from happening our tills are set up for our waiters to be able to indicate which
guest is having what dish by putting a position number on it.
Please see below and example of a check with position numbers:

As you can see each dish has p1, p2 or p3 next to it.

Please refer back to your table plan of the restaurant and indicate on each table where
position one is. You then work clockwise around the table to work out the remaining
position numbers.

When delivering food to the table please ensure you say the name of the dish whilst
placing it in front of the guest.

14

Where things live!

During these 2 weeks of training you will spend a lot of time figuring out where things are
kept.

Pleasewritenexttotheitemsbelowwheretheyarekeptinyourrestaurant:
Crockery_____________________________________________________________________________
Cutlery______________________________________________________________________________
Napkins_____________________________________________________________________________
Chemicals___________________________________________________________________________
SaltandPepper_______________________________________________________________________
Butter_______________________________________________________________________________
Sauces_______________________________________________________________________________
Lemon/Limes_________________________________________________________________________
Cloths_______________________________________________________________________________
Menus_______________________________________________________________________________
Tillrolls_______________________________________________________________________________
PDQrolls______________________________________________________________________________
Oil/Vinegars___________________________________________________________________________
Glassware_____________________________________________________________________________

15

CLEANING AUDITS
Cleanliness is one of our 4 KPIs (Key performance indicators). It is something that we audit
on a monthly basis. Every area of the restaurant has checklists to follow to ensure it is
cleaned to our company standards.
Please see below an example of a checklist:

Please familiarise yourself with the opening and closing duties checklists for your different
departments and what is required from you to keep your restaurant within our company
cleaning standards.

16

FOOD AUDITS
We monitor the quality of our food frequently by completing food audits every month in the
restaurants. Your head chef/GM will also complete what we call food MOTs on a weekly
basis.
Below are example copies of the food audit and MOT documents that are filled in. When you
sit down with your GM and HC to try our dishes you must get involved in filling these
documents in correctly.
FOOD AUDIT

MOT

17

Section Two
Reception

18

Insomeofourrestaurantswehavefulltimereceptioniststhatarealwaystheretowelcomeourguests
butunfortunatelyinoursmallerrestaurantsreceptionistsonlyworkduringthebusiertimes.

Thissectionwilltakeyouthroughtheresponsibilitiesofareceptionistandtheirkeyduties.Youwillalso
learnhowtousetheResV5systemtoabasiclevelsoyoucantakeandamendbookingsandcheckour

guestsin.

ReceptionResponsibilities
DAILYROUTINE
BeforeLunch/Dinner

Checkhandoverdiaryforanymessages;putpapersout&sortmailasneeded
LetthemanagerknowofanyspecialrequestsforLunch&Dinnerandanythingelsethey
mayneedtoknowforbriefingsheettomakeotherstaffawareof
AlwaysprintoffafewcopiesoftheGeneralreportofLunch&Dinnerbookings,acopyfor
themanagerinpreparationformorningbrief,acopyonreceptionforyourownuse,givea
copytochef&givecopiestothewaiters/waitressestokeepontheirstations
Calltoconfirmallbookingsforthefollowingdaylunch&dinnerespeciallyanylargeparties
of9ormore
Checkemails,anythingyouhaventhadtimetoreplytoordealwithjustmarkitwithared
flagthenthenextpersonondutywillseeitneedsdealingwith
Checkallcloakroomhangershaveticketsonthemandareinorder
Checkyouhaveenoughrestauranttabcards
Makesurethereareenoughluggagetagsforumbrellas,shoppingetc
Makesurereceptionisreadyforservicei.e.tidydesk,nomobilesormakeupetc
Doatableplanfortheeveninganddoublecheckthetablesarereadyandsetbefore
eveningbookings
MakesureallRACorapplicablemenusarereadyonthepartytablesifneedbe
Makesureyouhavemenusprintedwithbusinesscardsattachedtokeepreadytocapture
guestsoutsidelookingatthemenuboard

(Mobilephonesmustbekeptonsilentinyourbagtobecheckedafteryourshifthasfinishedor
permissionhasbeengiven)
Evening

After/towardsendofservicedoahandoverifnecessaryforthenextreceptionistonduty
Doakitchenbrief&noteanyspecialrequests,birthdayplates,partiesetc&placebythe
kitchenontheclipboardnexttothepass
Type&printaPrivateRoomsign(onlyapplicabletocertainsites)withthefollowingdays
events(ifany)and/ortimestheroomwillbeavailableforviewings.Clearallglassware/cups
fromreceptionarea;emptybin&makesuretheportablephoneisoncharge
Shutdowncomputersandturnthemcompletelyoff

19

TheImportanceofaSmile
AstheoldsayingsaysaSMILEgoesalongway!Nomatterwhatisgoingoninour
livesoutsideofworkitisimportantwhenworkinginthehospitalityindustrythatwe
alwayswearasmile.
TheSmileisaqualitythatallreceptionistshavetomaster.Theyarethefirstface
thatourguestssee.Ifyourrestaurantdoesnothaveafulltimereceptionteamyou
willhavetoplaythisroleattimessoensureyoumasteryoursmileandwelcomeall
guestsinafriendlyandprofessionalmanner.

ReceptionMysteryDinerSteps

PleasefillinbelowtheMysteryDinerstepsyouhavetotakeasareceptionistforbooking,greetingand
seating:

Booking

Answerthe
telephonewith
6rings

Speakclearly
andgivethe
restaurant
name

Ifbookingtime
requestedisnt
availableoffer
alternative
time

Repeat
reservation
backtothem
toconfirm
details

Askiftheyd
liketoreceive
anemail
confirmation

Behelpful,
friendlyand
sincereatall
times

Greeting

Greetguest
promptlywith
asmile

Checkfor
their
reservation
onResV5

Offertotake
their
coats/umbrella
etc...

Offerthema
drinkatthebar
iftheyhave
arrivedearly

Bepoliteand
welcomingat
alltimes

Seating

Collectguest
frombarusing
theirname

Offertocarry
theirdrinks
forthem

Whenseating
thetellthem
whotheir
waiterwillbe

Bringthewine
listand
specialsto
theirattention

Givethema
suitabletable
fortheirneeds

Befriendly
and
professional
atalltimes

20

Never Say No To A Booking

When a guest calls to make a reservation and we do not have the time they would like and
an alternative time is not convenient for them we follow 6 simple steps to secure the booking
even if it is at another one of our restaurants or at another time in the future.

Pleasewritebelowwhatthe6stepstoneversayingNOtoabookingare:

1. Adviseofavailabletimeclosesttorequestedtime

2. Adviseofatableatapproximaterequestedtimewith

shortenedallocationtimeslot

3. Offeradrinkinthebarandtrytoseatasap

4. Comeearlierorlaterwithagift(drinksatbar,bottle

ontableorstarteronthehouse)

5. Suggestalternativesistersiteinlocationiepiccsor
banketcroundthecornerifapplicable

6. Cantsatisfyanyoftheabove,getnameandaddress

andsendvouchersorbottleofwineontablenext

week

CloseTheDeal!

Followallofthestepsabovetosecurethebooking.Ifunsuccessful
dontallowtheguesttoputthephonedownwithouttheofferof
vouchers

21

RESTRAININGGUIDE
1.LOGGINGIN:
Yourmanager/TrainerwillsetyouupwithaLoginusernameandpassword.Oncesetup,
typeinyoursiteabbreviationfollowedbyyourinitials,andyourpasswordi.e.MABNBthen
ClickLogon

NOTES:

22

2.MAKINGARESERVATION&GUESTRECOGNITION:

Thecalendarwillalwaysbehighlightedwithtodaysdatewithanorange
square,toselectanotherdatejustclickonthedateyouwouldliketo
makethereservationforusingthecalendar.Tochangethemonths
appearingonthescreen,clickthearrowseithersideofthemonthonthe
topofthescreen.Tobringthedatebacktothepresentday,clickon
Today.

Whenclickingonadifferentdatetodaysdatewillalwaysbe
highlightedingrey.

Youthenselectthenumberofcovers
theywouldliketobookfor.Ifitisfor
over16,clickon16+buttonandthen
enterinthecorrectnumber.

NOTES:

23

Youcanmakeamendmentsonthetimeslotpageifincorrectdetailswereenteredonthecalendar
page.

Changethedate

Changethesession

Changenumberofdiners

Selectthetimerequiredifyouneedto
changethedateorsession,clickonthearrowsoneithersideoftheboxes.Tobringupthecalendar,
clickonthedropdownarrownexttothedate.Tochangethenumberofdiners,justclickonthe
correctnumber.

Greyboxeswithblacknumbers:timesthatareavailableforfull
duration
Redboxeswithrednumbers:timesthatarenotavailable
Completelygreyedoutboxes:notablesavailable
(Noreservationscanbetakenatallandthesystemcannotbeover
ridden)

(thesystemcanbeoverriddenforthesetimesbutonlybyamanager/receptionistandwillbea
reducedduration,whichwillbeinredboldnumbersandstatethedurationhowlongthetablewill
beavailablefor.Thesetimesmaybeofferedtotheguestsaslongastheyareawarewhenthetable
willberequiredback)
24

Theendtimeboxshowsthetimesthetableisrequiredbackalwaystelltheguesttheirreturn
timeonyourbusiestdaystoensurethetablecomesbackontimeforthenextreservation.
Ifyouarefullybookedandinanareawithsisterrestaurantsyoucancheckthereavailabilityby
clickingyourlocationbuttoninthecentreofthehomebookingscreen,thiswillbringupyour
clusters.E.g.atManchesterwehaveachoiceofeitherbookingguestsintoZincandPiccolinos.

Ifyouwanttocanceltheenquiry,clickonFailedapopupboxwillappear,selectthereasonfor
cancellingandclickDone.

Selectthenumberofdinersrequired.Ifmorethan16diners,clickon16+.Apopupboxwill
appear,clickonthenumberofdinersandclickOK.
Eachrestaurantwillhavetheirownpolicyfortakinglargeparties,forexample:atManchesterforall
groupbookingsof9andaboveweofferPartymenu.

25

Afterselectingtherequiredtime,thefollowingscreenwillshow:

EnterintheguestinformationSurname,Forename,Titleand
Telephonemustbeentered.
ClickonSearchtosearchthedatabasetoseeiftheguest
informationhasbeenenteredpreviously.

NOTES:

26

Ifaguestrequiresemailconfirmation,afterenteringtheemailaddressinCustomerDetailsandtheir
emailaddress,clickontheCorrespondencetab.
ClickonYourReservationunderDocumentsToBeSent.
IntheBookingDetailsbox,clickonthedropdownmenuinCorrespondenceSendToandselect
Email1thenconfirm.Theemailconfirmationwillthenautomaticallybesenttotheemailaddress
provided.

Iftheguestalreadyhastheirinformationinourdatabase,afterclickingSearch,apopupboxwill
appearwiththenearestoptions.Ifthedetailsmatch,clickonguestname&Confirm.Pleasebe
awarewhendoingthisastheremightbeafewguestswiththesamename,sojustalwaysdouble
checkyouareoverridingthecorrectperson.Bydoingthis,thesystemwillrecogniseiftheguestisa
repeatcustomer.

27

Ifthereareanymessages/detailsspecifictothebooking,entertheminthemiddleboxbooking
messages.Forpartiesof9andaboveguests,writeanoteinbookingmessagesthemenuthatthe
guestswillbediningfrom(usuallytheParty/EventsMenu).Makesureallbookingsareinitialled
especiallywhentakingpartiessoallcolleagueswillknowthatthemenuhasbeenexplainedtothe
guestattimeofbooking,orwhichmenutheywillbediningfrom.Whentakingacallforalarge
partyorChristmasbookingandyouneedtocallthembackatalaterdatetoarrangeadeposit/pre
ordersetc,thecallbackfacilityisthebesttooltoremindyou.

Customermessagesareimportantforustodeliverthebestpossibleservicetoourguests.Thisis
wherewerecordinformationaboutthemsowecanrememberthingslikefavouritewines,seats,
foodetc...

Ifthereareanydetails/messages
specifictothegueste.g.certain
foodordrinktheyhaveonaregular
basis/favouritetableetc,enterthem
intheCustomerMessagesboxand
thesamemessagewillreappear
everytimethatcustomerbooks.

IfthenguestisaVIP,checktheVIPbox.AVIPguestswillbeanyoneyoumarkasVIP,fromregulars,
famouspeople,staffetc.

Whenenteringinformationpleaseensureyouputyoursiteabbreviationinfrontofyourmessage.
28

Pleaseseebelowalistofallsiteabbreviationsandabbreviationsweshouldallbeusingforbooking
messages:
RBG

PICCOLINO

PDR

ALBAlderley

BIPBirmingham

MPD ManchesterPrivate
Room

MBGMarlow

BRPBramhall

HPDHalePDR

GLBGlasgow

BRIBristol

HSPHeddonStreetPDR

HABHarrogate

CHPChester

EPDExchangeSquarePDR

LIBLiverpool

CLPClitheroe

HBPHarrogatePDR

TUBTunbridgewells

DIPDidsbury

YPDYorkPDR

ZINC

EXPExchangeSquare

LPDLiverpoolPDR

MAZManchester

HAPHale

BPPBristolPiccPDR

BANK

HEPHeddonStreet

GPRGlasgowPDR

WEBWestminster

ILPIlkley

WPDWestminsterPDR

BABBirmingham

KNPKnutsford

PICCOLINO

LEPLeeds

NOPNottingham

LIPLiverpool

SHPSheffield

MAPManchester

STPStocktonHeath

NEPNewacastle

VWPVirginiaWater

COPCollingham

WIPWimbledon

YOPYork

REG

Regular

UPST

Upstairs

BTH

Booth

CONF

Confirmed

REQ

Request

OUT

Outside

TORT

Toldofreturntime

BM

BusinessMeeting

PDR
VGN

ThePrivateRoom
Vegan

COMP
CEL

Complimentary
Celiac

FDCOMP

CompFood

CHAMP

Champagne

FITI
BTW

Firsttimecustomer
Bythewindow

CON
LVM

Concierge
Leftvoicemail

WLCR

Wheelchairaccess

BART

Bartable

NANV
VIP

Noanswer,novoicemal
Veryimportantperson

QT
BDP

Quiettable
Birthdayplate

NOTES:

29

Onceyouhaveenteredallinformationandmessages(repeatthebookingdetailsbacktothe
customeronFriday&Saturdaysorbusydaysmakesureyoutellthecustomerthereturntimeon
thetable),clickConfirmtocompletethereservation.PleasenotethattheConfirmbuttonwillbe
greyedout&youwillbeunabletoclickit,unlessyouhaveclickedonSearchfirst.Theletteringwill
thenchangetoblackandyouwillnowbeabletoconfirmthereservation.

Clickconfirmtosavethereservation
3.EDITINGARESERVATION:

Clickonthedateforthereservationyouwishtoedit.IfthereisaSessionMessage,clickonitto
bringupthesessionoverview.Clickonthetimerequiredtobringupthereservationsforthattime.
IfyouclickontheWaitcolumn,itwillbringupthewaitinglistforthesession.
30

Selectthedetailyouwishto
changefromtheoptions
underEditaBookingthen
clickonthereservationtobe
changed.
Ifyouwishtodeletea
reservation,apopupboxwill
appearpleaseprovide
eitherthecallersnameor
yourinitials.
Usethearrowsoneitherside
ofthetimetoscrollalong
othertimeswithinthe
session.
EditingaBooking:
(Ifoptionisnotlistedhere,pleaseseereception/managerbeforechanging)
Status:Bookingmessages,customermessages,notes,bookingstatus(e.g.confirmed,unconfirmed,
provisional,waitinginbaretc)
Info:Customerinformation
Covers:Numberofdiners
Time:Timeofreservation
Delete:Deletingareservation
Audit:Toseeallpreviousentries/changesforthereservation

NOTES:

31

4.CHECKINGIN&SEATINGARESERVATION:

CheckIn

Fromthehomescreenpage,clickonCheckIntogototherestaurantseatingplan&checkinpage.

Reservations

Tablenumbersarehighlightedingreen

Booking&CustomerMessages

Selecttheguestnamefromthelistonthelefthandsidethereservationsareorderedbytime.The
twocolumnsnexttothetimesarelabelledBandCifeitherorbotharehighlightedinorange,it
meansthereservationhaseitherabookingmessage(B)oracustomermessage(C).
32


Afterselectingareservation,
suitabletablesontheplanwill
flash.

ColourKey:
Orange:besttableavailable
Peach:othertablesavailablebut
notforfullduration
Black:tablenot
available/allocated&rebooked

Iftheguesthasselectedtohaveadrinkinthebarbeforegoinguptotheirtablegivethema
restauranttabcard,clickonStatusontherighthandsideofthescreen.TheStatuspagewill
appear,typethenumberofthetabcardinBookingMessages,andclickonWaitinginbarthen
Donethecolourofthereservationwillthenchangetoturquoise.Wenowknowhowmany
peoplehavecheckedinandarrivedfortheirreservationaccordingtothehighlightedturquoise
boxes.

33

Club Individual (IRC Loyalty Card)

WHATISCLUBINDIVIDUAL?

ClubIndividualisaloyaltyschemeallowingmemberstocollectpointsonevery1theyspendwith
us.Everypointcollectedequatestothevalueoffivepence,whichguestscanthensaveupand
redeemagainstthecostofanyfoodorbeverage.

Theschemeisverysimilartothoseavailableatmanyhighstreetretailersandisagreatwayof
rewardingguestsfortheirloyalty.

Twomembershiptiersareavailabletoguests,aPlatinumCardandaBlackCard.Allguestsare
eligibleforaPlatinumCardmembershipregardlessoftheamounttheyspendorthenumberof
timestheyhavevisited,eveniftheyhaveneverdinedwithusbeforethismayencouragethemto
comeback!

TheBlackCardtierisexclusivelyforguestswhohavespent2,500.00inthelastyearstartingin
January.OnceaguesthasreachedthesecriteriatheywillbeupgradedtoaBlackCardmembership.

AllBlackCardrequestswillbemadeviatheGuestCommunicationsManager.

THEBENEFITS
PlatinumCardBenefits
Onepointforevery1spent(everypointequatestothevalueof5p)
Doublepointswhenyoudinewithusonyourbirthday
OurClubIndividualMagazine
BespokeupdatesonIRCevents
ComplimentaryWiFiaccessatallrestaurants
ComplimentaryroomhireatsiteswithaPrivateDiningRoom
Complimentaryeventcoordinatorexpertise
BlackCardBenefits
Twopointsforevery1spent(Twopointsequatestothevalueof10p)
Doublepointswhenyoucelebrateyourbirthdaywithus
InvitationtoBlackCardmemberevents
AcomplimentaryglassofProseccoperpersonwhenyoubookapartyoftenorabove
Complimentaryteaandcoffeebetweenthehoursof9.00am11.30amand3.30pm
5.30pm
OurClubIndividualmagazine
ComplimentaryWiFiaccessatallrestaurants
ComplimentaryroomhireatrestaurantswithaPrivateDiningRoom
Complimentaryeventcoordinatorexpertise
BespokeupdatesonIndividualRestaurantCompanyevents

34

Section Three
Floor

35

Mystery Diner/Steps of service

On your first day you will have been issued our Mystery Diner form. This is what we use to
monitor the service standards in our restaurants on a monthly basis. Every month we send in
2 Mystery Diners to each restaurant. Once they have completed their visit they fill in the form
and return it to us along with a copy of the bill of which we reimburse up to 90.
Pleasefillinthestepsofserviceflowdiagrambelowindicatingthecorrectstepsofservicetoguaranteea
100%scoreontheMysteryDinerform:

Smile!Welcomeguests
andofferthemdrinks

Makerecommendations

Bringspecials,fishof
theday,outofstock
itemsetc...totheir
attention

naturally

Offerappetiserstonibble
whilstbrowsingthemenu

Puttheorderthroughon
theepostillanddouble
checkitiscorrectbefore
sending

Deliverdrinks(onatray)
whenguestsareready
takethefoodorder.Dont
forgetpositionnumbers!

Suggestsideorders
whereappropriate

Enterorderontothe
Epostillusingposition
numbers.Doublecheck
beforesending.

Miseenplaceplates,
change/removecutlery.

Miseenplaceplates,cutlery
breadstandetc...

Iftheyhaventorderedmake
suggestionsandoffermineral
water.

Keepaneyeontickettime
(Startersshouldbedelivered
within15minutes)Donot
auctionondelivery

36


Whenstartersare
finished,clear,main
awayandtopupwine
(Ifapplicable)

Removedirtyglasses
anddebris

Offercondiments
(Parmesan,sauces
etc...)

Checkbacktoensureall
iswellwiththeirfood
(Topupwineif
applicable)

Oncetheyhave
finishedclearand
ensureyouaskhow
theirfoodwas.

Removedebris,oils,salt
andpepper,dirty
glassesfromtable

Takedessertorder,if
theydeclineoffer
trufflesand/orcoffee.
Putorderthroughon
Epos(Position
numbers)

Whendessertsare
finishedclear,offer
coffees,liqueursetc...

Ifatanypointduringthe
guestsvisittheybringany
problemstoyourattention,
feelempoweredtodeal
withit,andinformyour
manager

Iftheyorderdessertand
coffeeatthesametime
askwhentheydlike
theircoffees

Keepontopoftable
maintenance,whenthey
askforthebillcheckit
anddeliveritpromptly

Keepaneyeontickettime
maincourseshouldbe
deliveredwith20minsofmain
away(donotauctionon
delivery)

Alwaysbeavailableatalltimes
incaseyourguestsneedyou

Givethemdessertmenusand
reintroducespecialdessert
promptly

Keepaneyeontickettime,
dessertsshouldbedelivered
with10minsorordering(Do
notauctionondelivery)

Whenprocessingtheirbill,ask
iftheyhaveenjoyedtheir
diningexperiencewithus.

Offertogettheircoats
forthem,thankthem,say
goodbye,wehopetosee
yousoonetc...

37

One Server
When you are given a section as a waiter we expect you to look after every guest in that
section by delivering nothing but the best service. They are your guests so treat them like
you would if they visited your own home.
We like our guests to be looked after by one server for the whole of their experience so they
know who to turn to for help and advice. By one server we mean:

Yourwaiter(1server)shouldcoverthefollowingpointsfromthestartof
yourmealuntiltheend.

Drinksorder
Specials
Outofstockitems
Recommendations
Appetisers
Foodorder
Checkback
Dessertorder
Coffeeorder

Itisunderstoodthatafoodrunner,drinksrunnerandManagerwillstillvisitthe
tableduringtheguestsvisit!

NOTES:

38

Taking orders
In section one of the manual you will have covered position numbers and auctioning of food.
We showed you an example of what a check looks like with the position numbers.
When taking the guests food orders you can make this process quicker by being organised
before you approach the table with your position numbers ready: Please see example docket
below:

Please refer to the Epos manual to see how to enter food orders onto the till

39

3 Types of Selling
Why do we up sell?

The first reason and most important is by using your product knowledge coupled with
effective selling techniques you will enhance the guests experience
You, yourself will make more money through higher tips
It also means that IRC will increase sales, which is then re invested back into the
company allowing us to invest more in you by creating career opportunities

Belowarethe3differenttechniquestoupselling,pleasewriteunderneatheachwhat
theymean:

Suggestive Selling
Suggestive Selling is planting the seed of choice and/or suggesting and offering
options that the guest might otherwise not be aware of or thought about. E.g.
suggesting olives, bread, starters, appetisers, side orders, desserts, coffees etc...

Up selling
Up selling is recommending a premium item. It will be more expensive, but also
better quality. E.g. up selling our house wine to one of our more premium wines.

Up selling is also selling more quantity as well as quality. When up selling measured
spirits, use the word large as opposed to double as double to the guest could
mean double the price which doesnt sound so appealing.

Proactive Selling

Pro-active selling is selling something to a guest before they actually need or want
it. E.g. asking if a guest would like another beer when they still have some left in
their glass

40

Complaint Handling
From time to time complaints do arise. Its important to deal with complaints calmly and
professionally. Listen carefully, try to understand why the guest is upset and always try to
understand the cause of the problem.
Thank the customer for taking the time for bringing the problem to your attention, and if you
feel that it is a problem that you can solve yourself then go ahead!!
However, if you feel that it is a problem you are unable to solve, apologise, and ask them to
wait while you locate you manager. Always remember every complaint no matter how trivial
should always be reported to a manager, even if you have rectified the complaint.
EVERY COMPAINT IS SERIOUS BECAUSE IT DEMONSTRATES AN AREA WHERE WE
HAVE FALLEN SHORT OF GUESTS EXPECTATIONS. THE OLD SAYING STILL
STANDS THAT THE GUEST IS ALWAYS RIGHT AND THAT WE WANT EVERY GUEST
TO LEAVE A HAPPY GUEST.
REMEMBER NEVER SAY NO
When dealing with the problem you should always follow the APOLOGISE procedure.

Apologise It shows we care to put things right.

Praise thank them for taking the time for making the complaint.
Observe their body language, keep a neutral stance and tone of voice.
Listen be sympathetic and empathise.
Offer - a solution wherever possible
Go through the steps with the guests on how youre going to help them.
Instigate the solution, call the duty manager if you need authorisation
Stay calm throughout, never defend what has happened nor blame anyone.
Ensure the guest is happy with the outcome.

Complaint Scenarios
Pleaseseecomplaintscenariosbelow,writeunderneatheachhowyouwoulddealwiththeircomplaint:
1. AguestordersafilletsteakandwouldlikeitcookedM/R,whenitisdeliveredtothetableitisover
cookedandismoreM/W.Whatdoyoudo?
Apologise,waitforthemtofinishtalking,thankthemforbringingittoyourattention,offertogetthem
anothersteakfreshlycookedatthatitisoneyou.Iftheyarediningwithothersoffertotaketheirdishes
awaysothattheycaneattogether.Readtheirbodylanguage,iftheyarestillunhappygtthemdrinkson
thehouseoranythingyouthinkwillhelprestoretheirtrustinus.Remembertostaycalmatalltimes.
2. Aguestorderswineandwhentheytryittheycomplainitiscorked.Whatdoyoudo?
Whateveryoudodontdisagreewiththem,orgoandtryityourself.Apologise;thankthemforbringingit
totheirattention.Goandreplacethebottleimmediatelyandgetfreshglasses.
41

ALLERGIES
Afoodallergyisanadverseimmuneresponsetoafoodprotein.ManypeopleintheUKsufferfrom
foodallergiesandifgiventhewronginformationinarestaurantregardingthemenucanhave
severeallergicreactionsevenasseriousasdeath.AsanIRCwaiterweexpectyoutohave
knowledgeinthe3mainallergiesyouarelikelytobeaskedaboutbyourguests:
Pleasewritenexttoeachallergybelowabriefdescriptionofeachallergyandwhatdishesonthe
menutheyareabletoeat:(Ref.Allergychart)
DairyAllergy:SomeonewhohasadairyallergyisoftenknownasLactoseIntolerant.Thismeans
thattheyhaveaninabilitytodigestmilkandmilkproducts.Ittendstooccurwithagebutnoone
knowswhy.
Dishestheyareabletoeatfromourmenu:
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
GlutenAllergy:Ifsomeonehasanallergytoglutentheyhavewhatwecallcoeliacsdisease.Coeliac
diseaseisaconditionofthesmallintestine(partofthegut).Itcanoccuratanyage.Coeliac
diseaseiscausedbyareactionoftheguttogluten.Glutenispartofcertainfoodsmainlyfoods
madefromwheat,barleyandrye
Dishestheyareabletoeatfromourmenu:
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
NutAllergy:TherearealotofpeopleintheUKthatsufferfromnutallergies.Bothpeanutsand
treenuts(forexample,walnuts,hazelnuts,almonds,cashews,pecans,brazilsandpistachios)can
actasallergens,andcancauseanallergicreactioninsomepeople.Allourdishesthatcontainnuts
areclearlylabelledonourmenus.
Dishestheyareabletoeatfromourmenu:
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________

42

Guest Awareness
This means you know exactly what your guests are doing from the second they walk into
your restaurant until the second they leave. From a quick acknowledgement to a warm
farewell, this awareness enables you to give truly professional service.
If a guest looks as though he wants something, ask them, and get it immediately, if a guest
is sitting in the restaurant looking around be aware and ask if they need anything. On the
other hand, if a guest is drinking too much, be aware of it and if a problem is evident deal
with it. If you are totally aware, your job becomes easier and customer satisfaction is greatly
increased.
Awareness is a skill to be developed, a great frustration is a perception of being ignored, this
may come across as rude to a guest, but more often than not is due to a lack of awareness.
The balance to this is about knowing when to leave guests alone knowing when to talk and
when to walk, you would not want to be asked 3 times how a dish is, nor would you want a
conversation whilst your food is on the table.
There is nothing worse than customer blindness, if a guest needs attention then help
them.
The more you spend time with your guests the easier it will be to read what they require from
you. You will encounter a number of different types of guests that will have different needs
and it is up to you to be aware at all times to ensure we meet their expectations.

Pleasewritebelowsometypesofguestsyouhaveencounteredinyourtrainingandhowyoureadwhat
theirrequirementswere:
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________

43

Challenge 21

Please give a brief description below what Challenge

21 is?
For nearly three years, the British Beer & Pub Associations
Challenge 21 scheme has been raising awareness among
publicans and their staff of the need to be vigilant in preventing
underage sales. The scheme serves as a reminder to customers
that it is against the law to purchase alcohol if you are under 18,
or to purchase alcohol on behalf of someone who is under 18. If
you are lucky enough to appear under 21, you can expect to be
asked to prove your age

If a guest look younger than 21 please ask for proof of ID, as clearly stated above it is
illegal to serve anyone under the age of 18.
The only ID documents you should accept are:

A photo driving licence

A passport
A proof of age scheme card which carries the PASS logo

If you do ask someone for ID please record on our Epos till system:
Go into the bar screen then into beers and press challenge 21.

Pressthisbuttonto
recordyouhave
askedaguestforID

44

Weights and Measures

PleasewritebelowthemeasuresweserveforBeer,WineandSpirits:
Wine
125ml
175ml
250ml

Beer
Pint
Pint

Spirits
25ml
50ml

It is important that you serve drinks to these measures according to the Weights and
Measures Act 1985. Please ensure you read the relevant legislation from this Act and sign
document to say you have been trained and understand what is required.

45

Wine Knowledge
On your first day you will have been given a copy of the wine compendium. Please read this
and make notes during your training as you will be tested on it.
Pleaselistbelowthewineswesellbytheglass:

White

Red

___________________________
_____________________________

___________________________
_____________________________

___________________________
_____________________________

___________________________
_____________________________

___________________________
_____________________________

___________________________
_____________________________

___________________________
_____________________________

Rose
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________

It is important that you learn these wines first and try them so you are able to make
appropriate recommendations.
Pleaseputyourtastingnotesbelow:

White

Red

Rose

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

____________________________

_____________________________

__________________________

Thereisfurtherwinetrainingavailableifyouwanttogainmoreknowledge.Pleaseseeyour
manager.
46

Wine Service
Topping up your guests wine is part of our service standards, however not everyone will
want you to do it. There is no harm in asking them first before you proceed to top up.
Please follow the steps below when opening wine:

1. Present the wine to the customer

2. Score around the outside of the foil with the knife as shown

3. Twist the corkscrew into the cork

47

4. Place the lever on the bottle opener on the edge of the bottle lip

5. Lever the cork out the bottle using the 2 different joints

6. Pour half an inch in the glass of the person who ordered the wine and ask if
theyd like to try it.
7. Wait for their response, if OK continue to pour
8. If there are more than one person at the table always start with the ladies
9. Lightly place the bottle on the table if red and in ice bucket if white or rose with
label facing the guest.
48

Cocktails and Spirits

We dont expect you to know every spirit we sell and how to make every cocktail at this
stage of your training but you need to learn the house spirits and the cocktails that we sell
and what ingredients are in them.
On your first day you will have been issued with a cocktail and spirit compendium, please
read them and make notes as you will be tested on them.

Pleasewritebelowthecocktailswesellandthemainingredients:
Cocktail

Ingredients

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

___________________________________

___________________________________________

49

Pleasewritebelowwhatyourhousespiritsare:
Spirit
Vodka

Finlandia

Gin

Haymans

Brandy

CourvoisierVS

Whiskey

FamousGrouse

Rum

Bacardi

IRC Calls
The numerical calls are used to get a message across quickly and succinctly. There is
no confusion and no misunderstanding, all staff should use the numerical calls as well as
management. It gives a message and a directive to someone without having to explain in
full, so the person receiving the call can act on it quickly and efficiently.
PleasewritebelowwhateachoftheIRCcallsmean:

50=Catch!
86=Item,foodordrinkoutofstock
68=Aboveitembackinstock
118=Answerthephone
100=Irritation
200=Newcustomerneedsattention
300=Existingcustomerneedsattention
400=Imintheweeds
450=Followmenow
600=Mayigoforabreak,ifso,pleasewatchmystation
700=Hottyatthebar
740=Hottyatthebarbuttheyreover40!
900=Drinksorfoodwaitingatthepass/dispense
50

COFFEE

Coffee

"As coffee-lovers everywhere know, drinking coffee is an aesthetic, sensory

experience with its own set of rituals that can be shared with others or savoured alone."

Coffee is an important part of the PICCOLINO's experience, people "pop in" for a coffee,
creating
that
casual
Italian
vibe
and
people
finish
a
meal with a coffee providing the last memorable

moment of
their time with us. As such, its very important that the coffee we serve is made correctly and
of the
highest
quality.

Illy

illy use only the finest 100% Arabica beansnine varieties meticulously selected from
around the
world and combined into a single espresso blend. These beans are skilfully roasted and aircooled
so
they're
never
burned
or
bitterensuring
a smooth and balanced taste. They're then

packaged in an air-free environment using illy's proprietary pressurization system to seal in

the

precious aromas, oils and flavours. The result: Distinctive and consistent taste, as well as
guaranteed

freshness until the moment the can is opened and the coffee prepared.

51

Frothing Milk

Step 1
Fill jug with cold milk, try to use only as much milk as you need, as used milk wont re-froth
adequately.
NB: Never fill the jug over half way when frothing, as when properly frothed it doubles in
size.
Step 2
Turn the steamer valve a half turn to flush out any back wash.
NB: watch not to spray yourself
Step 3
Tilt the jug and steam wand (as pictured), then place tip of the nozzle just below the surface
of the milk
Step 4
Turn the steamer a half turn for full steam. Place your free hand on the jug to monitor the
temperature.
When frothing properly you should hear "pssst pssst"
NB: You dont get more steam out when if you keep opening the valve, it just means it takes
longer to turn it off
Step 5
Keep your hand on the jug checking the temperature, move the jug steadily down stretching
the milk and keeping the nozzle in the same position. When its uncomfortable to touch, its
at the right temperature.
Step 6
Turn the valve off, remove the wand from the milk and wipe immediately with a damp cloth.
Keep the milk moving all the time, swirl it round the jug and knock it on the counter several
times, this removes all the larger bubbles from the milk.
NB: dont over tighten the valve, it just knackers the spring.
Step 7
Pour directly to your receptacle, jiggle from side to side to get extra froth.

52

Tamping
(Pressing the coffee)

Step1
Remove the handle and knock out the coffee in the knock box.
Step 2
Place empty handle under the doser and make 1 complete pull for a single 2 (2 nozzled) for
a double
Step 3
Rest the handle on a firm surface, then tamp (press) firmly and twist a half turn clockwise
NB: the aim is to seal the coffee, keeping it level, for even water distribution and the twist
creates a tighter seal and more complete use of the ground.
Step 4
Wipe rim of the handle
NB: any residual ground on the rim will damage the seals on the shower heads, creating
leakage over Time
Step 5
Attach to coffee machine, press desired button immediately, then place cups underneath.

Order of Service
These orders applies to individual checks, when doing multiple checks use common sense
and get rid of them simultaneously where possible.
1. Liqueur coffees
2. Teas
3. Lattes, mochas, hot chocolates
4. Cappuccinos, white coffees
5. Espressos, machiato's and ristrettos

53

Cleaning
Brewed espresso leaves a substantial residue on all brewing surfaces. These coffee tars
give a bitter, stale flavour to espresso drinks. Also this residue can damage your equipment
by clogging the screens, valves, brewing passages and water jets.
Regular back flushing with puly caff detergent will remove tar and coffee grounds, leaving
your machine in top condition.
Step 1
Remove all handles from the machine and knock out any spent coffee.
Step 2
Remove filters and place with all but 1 handle in a container (an ice bucket normally
available) with 1 spoon of pully caff and cover heads in water. Leave to soak overnight, then
rinse thoroughly before use in the morning.
Step 3
Replace the normal filter on your remaining handle with a blank filter.
Step 4
Turn on all brewing heads to flush any excess coffee grounds from the espresso screens. If
a coffee brush is on hand gently scrub also.
Step 5
Place a tea spoon of puly caff in the blank filter, and then attach it to a brewing head.
Turn on the free flow, allowing the water to run until the light flashes. Remove the handle
and dump out the contents
Step 6
Repeat the above step 5 times without the pully caff.
Step 7
Repeat steps 5 and 6 on each brewing head.
Step 8
Place remaining handle in the container with the rest. Flush all brewing heads again to
ensure no residue of the pully caff remains in the machine (this can lead to the machine
jamming)
Step 9
Remove drip tray and clean. Pay careful attention to the drain underneath, this can clog with
coffee grounds which harden like concrete flush with hot water if necessary
Step 10
Ensure all surfaces of the machine and the surrounding area are sparkling, this includes the
steam

54

Standard
plate set up, 1 cantuccini

(Piccolino), 1 chocolate Brownie (Bar and

Grill),
1 white sugar, and 1 brown and

appropriate spoon
Small
spoon for espresso cups

Standard spoon for all others

NB:
Latte set up is on a side plate, with a
napkin.

Espresso:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions:
Notes: crema should last 2 mins serve
immediately

Macchiato:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions: touch of froth
Notes: a short mini cappuccino

Double espresso:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos

55

Americano:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos
Additions: top up with hot water, leave 1cm
window
Notes: Called an Americano as the American
soldiers who drank it couldn't handle
a normal double espresso

Black
coffee:

Dosage: 1 pull
Cup:
coffee
Button: 1 long
Additions:
top up with hot water

Notes: an Americano with 1 shot of coffee,

as close to a filter coffee as we get

White coffee:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot milk, minimum froth
Notes: a shot of coffee and milk, simple

Cappuccino:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot frothed milk
Notes: cover 1/2 with chock powder on the
side the guest drinks from the froth should be
slightly raised not a tower
DONT BURN THE MILK!

56

Latte:
Dosage: 1 pull
Cup: Latte
Button: long
Additions: Top 2 rim of the glass with frothed
milk
Notes: A traditional latte should be a shot of
espresso topped with slightly frothed

Mocha:
Dosage: 1 pull
Cup: long
Button: espresso
Additions: top 2 rim of glass with hot chocolate
Note: a latte made with hot chocolate

Liqueur coffee:
Dosage: 1 pull
Cup: Latte
Button: long
Additions: 25ml of spirit and 1 sachet of sugar if
unsweetened spirit, cream float and 3 coffee
beans
Notes: coffee should come to 1cm of glass
make sure you mix it before floating to float the
cream shake it well then pour gently over the
bowl of a spoon

Fresh mint tea

Dosage: 4 whole mint sprigs
Additions top with hot water
Notes: garnish pot with a FRESH sprig
of mint, no sugar required on cup

57

Hot Chocolate: dosage 1 heaped table spoon

Cup: Latte
Button: N/A
Additions: make in latte glass
Notes: fluffy, lovely, chocolate goodness

Teas:
Dosage: 1 tea bag
Cup: coffee and pot
Button: N/A
Additions: milk on side
Note: herbal teas dont need milk

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