JOB DESCRIPTION Busperson

Transcription

1 Employee Status Position Mission Non-Exempt Full Time or Non-Exempt Part Time Hospitality service; responds to customer s need and tries to exceed expectations at all times. Position Objectives and Expectations The following reflects management s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Demonstrate your ability to be a team player. Show you can put the needs and expectations of our guests first, and prioritize. Working knowledge of Hugo s employee policy and operation manuals. Working knowledge of our menu and company philosophy. Demonstrated understanding of safety and health procedures. Personal Success Characteristics Previous Experience Requirements Educational Requirements None None A friendly and consistent manner with fellow employees & guests. Effective communication skills Daily commitment to the gift of serving others Ability to acknowledge mistakes quickly A willingness to cross-train in other FOH positions so that you can perform these functions when short-staff or in emergencies Effective time management Reports To: Location: Store Manager & FOH Manager Hugo s West Hollywood / Hugo s Studio City/ Hugo s Agoura Hills ACTIVITY PERCENTAGE OF TIME REQUIRED Typing 0% Computer Use 0% PC monitor viewing 0% Standing 100% Sitting 0% Bending 90% Reaching (< 1 ft. above elbow) 100% Reaching (> 1 ft. < 2 ft. above elbow) 50% Reaching (> 2 ft. < 3 ft. above elbow) 70% Reaching (> 3 ft. < 4 ft. above elbow) 20% Reaching (> 4 ft. above elbow) 20% Twisting (< 90 degrees) 40% Twisting (> 90 degrees < 180 degrees) 10% Twisting (> 180 degrees < 270 degrees) 0% Twisting (> 270 degrees < 360 degrees) 0% COMMENTS Page 1 of 12

2 Throwing 0% Lifting (< 5 lbs.) 100% Lifting (>5, <10 lbs.) 90% Lifting (>10, <15 lbs.) 60% Lifting (>15, <20 lbs.) 30% Lifting (>20, <25 lbs.) 30% Lifting (>25, <30 lbs.) 20% Lifting (>30, <35 lbs.) 20% Lifting (>35, <40 lbs.) 20% Lifting > 40 lbs. 50% Trash Talking 40% Other - specify Other - specify Position Number: This job description is intended to indicate the kinds of tasks and levels of work complexity that will be required of positions classified in this title and is not intended to be construed as declaring the specific duties and responsibilities of any particular position. The use of particular expressions or illustrations describing functions within a specific job title does not exclude other duties of a similar kind and/or level of complexity. Positions are classified to a particular job title based upon the predominant level of expected work complexity. This position description is provided to assist with classifications. It is not anticipated that this position will have a 100% match with any particular role description. The company, in its sole discretion, may change the job duties, responsibilities and assignments of any position, at any time. Page 2 of 12

3 Welcome to our Hugo s family! Hugo s is famous for delicious, healthy menu choices. Many of our guests are regulars who enjoy us often, sometimes several times in a single day. They know our operation really well and expect you to know it which is one reason why this training is very important. To our guests, you are Hugo s. So we depend on you to take your job and your training seriously. In the bus person position you need to multi-task, take direction and adapt to changing needs. You will be keeping the restaurant prepared for guests which affects the flow of business, impacts the kitchen, the sales we achieve & our guests overall dining experience. You act as an extension of the servers & on busier days, as part of a team of bussers & other support staff. During training we expect you will 1) demonstrate your ability to be a team player (outlined in training section) 2) show you can put the needs and expectations of our guests first 3) learn your daily responsibilities and how to prioritize (outlined in training section) 4) learn the 8 steps of service 5) get to know the people you are working with 6) learn the policies in the Employee Policy Manual 7) understand why guests come to Hugo s 8) acquire a basic knowledge of menu and philosophy 9) acknowledge guests, smile and be available 10) learn table numbers, sections, floor plan 11) learn safety and health procedures (outlined in training section) 12) pass tests to demonstrate your knowledge Training is a time to learn, make mistakes, and to learn from those mistakes. Commitment to your training and your work creates good habits which you will continue to build on your entire life. Learning your job thoroughly will help make you a reliable and vital member of the Hugo s family. We offer a professional, caring and nurturing work environment with boundaries that allow all of us to work comfortably together. We re here to help you succeed. Please ask questions! Page 3 of 12

4 Description of Training Expectations/Goals: BUSSING BASICS: Effective Communication Skills- All Bus staff members must be able to communicate effectively. All verbal and physical communication must be conducted consciously, with professionalism and respect. - Your fellow staff members are your partners in providing great service. - Know the names of your Kitchen, Service & Support staff members and make an effort to establish a positive working relationship with them. - When making requests of any staff member, exercise please and thank you. - Maintain an attitude of gratitude. Refrain from taking anyone for granted. - When addressing the Kitchen line-staff for any reason, always communicate your needs through the Expediter/Runner. - Any challenge you encounter with staff communication should be directed to your floor Manager immediately so that a healthy working flow can be restored ASAP. Greeting guests- All guests must be greeted within 30 seconds of entering the building. Greet and assist guests when you are available or greet them and let them know that someone will be with them shortly. Handling guest concerns- - Seating: direct question to host immediately - Noise level: direct question to Floor Manager - Music level: inform manager - Temperature: inform manager - Server/service: refer to manager ASAP - Handle certain guest requests yourself (sauces, plates, condiments, drink refills, silverware, etc.). If request is more complicated, tell the server or manager - Table numbers- Bus staff must know table numbers & floor plan. See store floor chart. Positioning of dining room tables & chairs/splitting tables- - Check the table positioning at the start of your shift and adjust as needed. - Know what tables can be split and/or put together in order to accommodate various party sizes comfortably and safely. Page 4 of 12

5 Bus station maintenance- - Maintain a clean bus station- wipe down bus station surfaces and surrounding walls with sanitized towel often. - Bus towel maintenance- all towels must be stored in sanitizing buckets, no towels may be left lying about. - Red bucket w/sanitizer- must be prepped & maintained at all times - Flatware soaking tub- must be maintained at all times - Plate scraping- all plates and dishware must be scraped of all food residue prior to placing them into the bus tub. All dishware must be pre-scraped before going to the dishwasher. - Transporting dirty dishware to dishwasher- all dishware must be transported in bus tubs and/or glass racks. Do not fill past the rim for the preservation of our dishware as well as your health in lifting. - Trash maintenance- Empty trash cans when half full to support your health in lifting. - Liquid buckets/straining- all liquid from glassware must be dumped into assigned liquid buckets, not into bus trays. Liquid buckets must be dumped through a strainer into the mop sink. Strainer must be immediately cleaned into trash can and run through the dishwasher to maintain health & safety conditions. - Mop sink maintenance- wipe down mop sink and surrounding walls with sanitized towel. - Wiping down flatware- wipe down cleaned flatware with clean towel and hot water prior to placing utensils into holding trays. - Laundry hamper maintenance- Empty laundry hamper when full. Do not allow linens to overflow. Bread preparation/service- - Know where bread is stored. Communicate with Floor & Kitchen managers when stock is low. - Know how to use oven properly, be conscious of surrounding space. Use timer. Remember to check oven often. - Know how to properly use and maintain the toaster. At the end of PM shift, turn off machine, unplug and clean. - Know how to properly use and maintain the bread warmer. Check on & off switch, check water content and maintain as necessary. Send insert to DW at end of PM shift. Turn off machine, unplug and clean out holding pan. - Stock bread plates, baskets, tongs & paper napkins - Bread service is upon request only Coffee & water preparation/service- - Know where coffee beans, pots and filter supplies are stored. Know how to use, maintain, clean and troubleshoot coffee makers. Communicate to Floor Manager when supplies are low. - Know how to properly make coffee - Know where we store back stock of half & half and creamer pitchers. Cream must be kept on ice for ready service. Serve cream/milk on request only. - Know where water cups & glass back stock are stored. Communicate with Floor manager when stock is low. - Maintain trays of ready-to-serve water Page 5 of 12

6 - Serve water on request only, NO lemons or straws - Use designated ice-scoop to scoop ice. - Use designated ice bucket to transport ice from ice machine to holding bin. - Know how to properly lift and carry full ice bucket. Setting & Bussing the tableso StuCity - 4-tops are set with 3 place settings, 2-tops with two o WeHo- 4-tops are set with 4 place settings, 2-tops with two - Paper napkin is placed on the guest s left hand side. From L-R: Fork, knife (serrated edge to the left), spoon. - For AM service, neatly set condiments at far end of the table (usually against wall or post). o StuCity - From L-R: Ketchup bottle is fronted by two hot sauces, all labels facing outward, syrup in the center, sugar caddy and S&P is on the right. o WeHo From L-R: Ketchup bottle is fronted by one hot sauce (alternate between Cholula and Tabasco), all labels facing outward, syrup in the center, sugar caddy and S&P on the right) - Always move condiments and, using sanitized towel, clean under them when cleaning tables, never wipe around them. Check for dirty bottles and clean as needed. Check for empty bottles, replace as needed. - For PM service, neatly set at far end of the table (usually against wall or post): from L-R; S&P, wine bottle center, Candleholder. - Always use trays to bus a table and to deliver drinks. - To avoid spreading germs, always pick up glassware by the base and/or stem, never stick fingers into tops of glasses and lift. Handle flatware by the handles. Stack plates safely. - Wipe down all chair seats and chair backs with sanitized towels as necessary. Floor maintenance- Keep floors clean at all times. Move tables and chairs as necessary. Pay special attention to doorways and to aisle ways leading from kitchen. Cleaning- - Always use proper cleaning products, know what they are and where they are stored. Inform Kitchen & Floor managers when stock is low. - Wipe down all highchairs with sanitized towels at the end of every shift and throughout the shift as needed. - Wipe down window/booth ledges with sanitized towels whenever cleaning the table - Use eco friendly glass cleaner and paper towels to spot clean windows. Always spray cleaner into towels and wipe. Do not spray directly onto glass. - Wipe down posts with sanitized towels as needed. - Wipe down walls with sanitized towels as needed. Correcting table and chair wobbles- Know where shove-its and extra chair feet are stored. Inform floor manager when supplies are low. When rearranging tables that no longer need shove-its, collect them and return to designated storage space. Page 6 of 12

7 Dining room & patio set-up at opening and shift change- - Make sure dining room and patio are clean - Make sure tables are properly set and in correct positions - Make sure floors are clean - Make sure bus stations are cleaned & stocked - Make sure bread is made - Make sure coffee is made - Make sure coffee supplies are stocked - Make sure water supplies are stocked - Make sure restaurant perimeter is cleaned - Make sure trash cans are lined and empty - Make sure hampers are lined and empty - Make sure restrooms are cleaned & stocked - Weho - Place Fire Extinguisher on patio at start of AM shift Dining room & patio break down at close- - Make sure dining room and patio are clean - Make sure all indoor tables are properly set and in correct positions - Make sure floors are clean - Make sure bus station is cleaned & stocked - Make sure bread warmer is off, emptied and cleaned - Make sure restrooms are cleaned & stocked - Make sure coffee & water supplies are stocked - Make sure trash cans are lined and empty - Make sure hampers are lined and empty - Make sure patio tables are locked up, chairs are stacked and brought inside, patio lights are turned off - Make sure patio access door is locked behind you. - WeHo - Make sure Fire Extinguisher on patio is brought inside. - StuCity - Make sure patio curtain is left open and fountain is off. Patio weather screen maintenance- Adjust screens as necessary, report broken or damaged screens to Floor Manager. Water Feature cleaning- Scrub with bleach and flush the water once a week. HEALTH & SAFETY PROCEDURES: Know and practice correct hand washing techniques and maintain proper hygiene standards as described in policy manual. Remain calm & report all safety hazards to your floor manager immediately Assess and effectively handle safety hazards- - Spills: do not leave area unattended, ask for help and use Wet Floor sign to caution guests Page 7 of 12

8 - Broken glass/china: handle with care, dispose of properly in designated glass bin - First aid: know location of first aid box; notify manager if first aid is required. - Door & aisle blocks: eliminate them and maintain clear pathways - Guest safety: learn to recognize potential hazards and eliminate the possibility before an accident can occur (children moving about the restaurant unattended, purse in the aisle way, etc.) - Capping tables: do not cap tables with highchairs. - Fires: know location of fire extinguishers. Assist in orderly evacuation as needed. Restroom checks and stocking- Perform restroom checks every two hours throughout your shift and restock as needed. Report maintenance issues to Floor Manager. Proper lifting of wine & water cases- Always squat to lift heavy cases, bending your knees and lifting with your legs. Never bend over at the waist and attempt to lift with your back. Always ask for help when you need it. Never attempt to lift an object by yourself that is too heavy. Proper lifting and transporting of trash and laundry- Empty trash and laundry hampers when half full so they are safely manageable and light enough to lift. Heavy loads require two people to lift into outside bins, NEVER lift a heavy bundle by yourself. Ask for help! Maintenance of outside garbage & laundry bins- Make sure bins remain closed during business hours and locked at the end of the night or final shift. This helps to protect against insect and vermin infestation. Maintenance of restaurant perimeter- Perform perimeter checks every two hours throughout your shift and clean up as needed. Maintain sanitizing buckets- At the start of your shift prepare the red sanitizing buckets with quaternary tablets for all bus stations. At the end of your shift drain the bucket, discard all dirty rags in hamper and send buckets to dishwasher. All rags not in immediate use must remain in sanitizing bucket. Failure to do so is a health code violation. TEAMWORK: Know when to ask for help Breaking fellow staff members- (see store break chart for time details) By law you are required to take a 30 minute unpaid meal break. These breaks are scheduled at regular intervals for each employee on each shift. Assess restaurant needs and assist others accordingly- - Greeting & seating guests Page 8 of 12

9 - Anticipating a guest s needs - Fielding a guest request or complaint - Re-filling water, iced tea & coffee - Pre-bussing consciously JOB DESCRIPTION Busperson Serving others by setting them up for success- - Know your side-work responsibilities and follow through on them - Transfer your station to your successor when you are sure you can present it in pristine condition, entirely cleaned and fully prepped & stocked - Check out with other support staff to ensure they have the help they need in wrapping up their shift. - Check out with your Floor Manager when all of your shift work and side work is finished and you are sure that no one else is in need of your help. TESTING & EXTENDED TRAINING: Policy Manual Test Table # & Section Test Menu Test Runner training shifts Dessert making training shifts Drink-maker training shifts Page 9 of 12

10 EMPLOYEE: Began Training On: Use a scale of 1 to 4 each day in each area of training to indicate where employee is in the process: 4 Completed Skills 3 Does Very Well 2 Improved, Needs Work 1 Intro Knowledge BUSSER POSITION Description of Training Expectation/Goal Manager's Initials & Date Bussing Basics: Effective communication skills Greeting guests Handling guest concerns Table numbers Positioning of dining room tables & chairs/splitting tables Buss station maintenance Bread preparation/service Coffee & water preparation & service Setting and bussing the tables Floor maintenance Cleaning Correcting table and chair wobbles Dining room & patio set-up at opening and shift change Dining room & patio break down at close Patio screen maintenance Fountain cleaning Health & Safety procedures: Knowing and practicing correct hand-washing techniques Page 10 of 12

11 Report all safety hazards to your floor manager Assess and effectively handle safety hazards Restroom checks and stocking Proper lifting of wine and water cases Proper lifting and transporting of trash and laundry Maintenance of outside garbage & laundry bins Maintenance of restaurant perimeter Maintain sanitizing buckets JOB DESCRIPTION Busperson Teamwork: Know when to ask for help Breaking fellow staff members Assess restaurant needs and assist others accordingly Serving others by setting them up for success Testing & extended training: Policy Manual Test Table # & Section Test Menu Test Runner training shifts Dessert making training shifts Drink-maker training shifts Page 11 of 12

12 I would like to recommend to the Employee that they continue their education by addressing these concerns: (please write clearly) I certify that the training has been completed; all questions have been answered and the employee has been trained to perform in this position. Signed By: Trainer Date Page 12 of 12