Waitor Rules

Question 1

What is the role of a waiter at Willoughby & Co.?

Answer 1

The waiter is the ‘face’ of the company and an integral part of the team, providing service and selling products.

Question 2

What must waiters do upon arrival and departure from the restaurant?

Answer 2

Sign in upon arrival and sign out upon departure.

Question 3

What is the policy regarding changes to the shift roster?

Answer 3

Waiters may not make any changes to the shift roster; they must request changes through designated managers.

Question 4

When does the lunch shift start and end?

Answer 4

The lunch shift starts between 10h30 and 11h30 and ends at 17h30 after cash up.

Question 5

What does the Willoughby & Co. uniform consist of?

Answer 5

The uniform consists of:
* Shirt issued by Willoughby & Co.
* Apron issued by Willoughby & Co.
* Dark blue jeans (no rips or stone wash)
* 2 microfibre cloths (wet/dry)
* 3 pens
* Float (R250)
* Waiter’s friend.

Question 6

What is the policy regarding tips at Willoughby & Co.?

Answer 6

All cash tips must be returned to the table unless the guest says ‘Keep the Change’; tips must be accepted graciously.

Question 7

True or False: Waiters are allowed to serve tables outside their assigned section.

Answer 7

False

Question 8

What should a waiter do if they need to leave the floor?

Answer 8

They must inform a manager.

Question 9

What happens if a table moves to another section?

Answer 9

The table must be transferred to the new waiter immediately.

Question 10

Fill in the blank: No smoking is permitted during service at any time, including at the end of the shift while you are _______.

Answer 10

cleaning up

Question 11

What are the consequences of losing cash or a credit card slip?

Answer 11

The waiter must pay the cash value or sign a loan slip for the full amount.

Question 12

What is the policy regarding cell phones at work?

Answer 12

All cell phones must be handed in on arrival at work.

Question 13

What is expected of waiters regarding their uniform?

Answer 13

The uniform must be cleaned and ironed before every shift and worn in its entirety while on duty.

Question 14

What must waiters do with all bills?

Answer 14

Double-check all bills to ensure they are 100% in order, including comps or returns.

Question 15

What happens if a waiter is required to do a double shift?

Answer 15

Management reserves the right to request a double shift if short-staffed.

Question 16

True or False: Waiters can drink while in uniform at any venue.

Answer 16

False

Question 17

What is the consequence of being late for a shift?

Answer 17

Late arrival for a shift is unacceptable.

Question 18

What must waiters do if they leave the restaurant during a shift?

Answer 18

They must have the manager’s permission and remove their apron.

Question 19

How do you change a shift roster?

Answer 19

You can’t make any changes at any stage. If you want to swap, you can take the roster to Juliana, Steven, Kevin, Philip, or Clint and they make the change.

Question 20

Changes to the section or duty list?

Answer 20

You may not change.

Question 21

What do you need to do when you leave the shop at any stage?

Answer 21

Inform a manager and remove your apron

Question 22

What do you have to do on arrival and exit?

Answer 22

Sign in and sign out with a manager

Question 23

When does the lunch shift start and end?

Answer 23

10a start, 11:20 meeting start, ends once you’ve completed your cash-up at 17:30

Question 24

What is the night shift?

Answer 24

Starts between 16:00 and 17:30 and ends once the last customer has left at the end of the evening

Question 25

What does Willoughby regard as unacceptable?

Answer 25

* Arriving late * Leaving early or during quiet periods (only at manager’s discretion) * Unironed/dirty uniform

Question 26

What is the Willoughby uniform?

Answer 26

1. Willoughby shirt 2. Willoughby apron 3. Dark blue jeans (no stone wash/rips) 4. 2 microfiber cloths 5. 3 pens 6. Float (R250) 7. Waiter’s friend

Question 27

What can happen when you’re on day shift?

Answer 27

You can be asked to work a double if evening team is short-staffed

Question 28

What do you have to do if you leave the floor?

Answer 28

Tell a manager (and apron-off if leaving the shop)

Question 29

Where is restricted?

Answer 29

The service bar and kitchen (if you have no order being processed)

Question 30

What may you not do re: tables/sections?

Answer 30

If your table moves to someone else’s section, transfer it immediately. You may not serve a table outside your section without a manager’s express permission.

Question 31

What need’s a manager’s permission?

Answer 31

All voids, transfers, and returns

Question 32

What are the policies regarding tips?

Answer 32

1. All cash tips returned unless guest has said “keep the change” 2. No questioning of any tips 3. Never write any form of service charge on a bill 4. Never mention that a standard tip is 10% 5. Never return a tip to a guest 6. Always accept and thank guest for their tip graciously

Question 33

What must you always remember to do re: bills?

Answer 33

Double check all bills: items on them, the gratuity (make sure the written amount is higher than the bill itself), and the adding of tip to bill to get the final amount * make sure any comps or returns have been done

Question 34

What are you responsible for?

Answer 34

Any discrepancies on the bill

Question 35

What are the rules re: drinking?

Answer 35

* No drinking at Willoughby’s at the end of your shift * No drinking at any venue in any part of the uniform/anything with W&C branding

Question 36

What are the cash-up rules?

Answer 36

1. You are responsible for your cash up and all money taken on behalf of W&C 2. All money that is reflected on your cash ups needs to be paid in 3. Any lost cash or credit card slips needs to be paid by you in cash 4. If you don’t have enough on you, a loan slip will need to be signed by you for the full amount 5. If the office finds that the credit card slip was processed, you’ll be reimbursed after a 6-month period