Objective

Deliver consistent, high‑quality service with clear roles, timings, and recovery steps.

Scope

All FOH roles and MoD during dine‑in, takeout pickup, phone, and digital interactions.

Quick Checklist

• [ ] Host greet ≤ 5s. Server greet ≤ 60s
• [ ] Confirm allergies at order. Document in Toast
• [ ] 2‑minute or 2‑bite checkback
• [ ] Refresh beverages at ~50%
• [ ] Offer dessert at 75% of mains
• [ ] Payment processed ≤ 3 minutes
• [ ] Log recoveries and MoD touches

Roles

• Hosts: Greeting, waitlist, accurate quotes, seating rotation
• Servers: Table lead, order accuracy, pacing, payment
• Bartenders: Bar guests, service bar drinks
• Support: Running, water, presets, table maintenance
• MoD: Pacing, table touches, comps/voids, recovery, staffing

Service Flow

1. Greeting and Waitlist
   • Greet within 5 seconds. Capture name, size, needs. Quote accurately. Offer bar while waiting.