emerit Food & Beverage Server cheat sheet

Service sequence anchor points: greet within 2 minutes of seating, take beverage order within 5, deliver drinks within 5-7, check back 2-3 bites or sips after food/drink arrives.

Guest-first rule: when a service standard and a reasonable guest request conflict, the request is honored if it is legal, safe, and within kitchen capability.

Timing rule: never clear a plate while another guest at the table is still eating; wait until all in the party have finished.

Complaint escalation: listen, apologize for the experience, resolve within your authority, then report to a manager if the guest remains dissatisfied or money is disputed.

Service recovery authority: staff may replace a dish or remove an item without manager approval only within the posted value limit; anything above requires a supervisor.

The 10/5 rule: acknowledge guests with eye contact at 10 feet and a verbal greeting at 5 feet.

Allergy and mobility needs are hospitality standards, not special favors; a guest should never have to ask twice.

Personal presentation standard: clean uniform, restrained fragrance, hair restrained, hands and nails clean; guests judge hygiene before they judge food.

Standard sequence: greet, present menu, take beverages, deliver beverages, answer menu questions, take food order, confirm order, serve courses, check back, present check, settle, farewell.

Order-of-service rule: women are no longer served first by gender; serve the host last or serve from the guest's right, moving clockwise, unless the house specifies otherwise.

Write orders legibly with seat numbers; repeat the order back to the guest to confirm special requests and modifiers.

Modifier language: 'no', 'on the side', 'extra', 'substitute', and 'allergy' must be written exactly as spoken, never abbreviated ambiguously.

Course pacing: fire the next course only when the table is within one course of finishing; ask before firing if the guest is lingering.

Serving from the left with the left hand, clearing from the right with the right hand is the classical convention; follow the house standard if it differs.

Never carry glasses by the rim or cutlery by the tines; carry glasses by the stem or base and cutlery by the handle.

Confirm the check: present it only when requested or when the guest signals the meal is finished, and state the total clearly.

Know the major allergens: milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, soybeans, sesame; also flag gluten, sulfites, and mustard where applicable.

Cross-contact rule: an allergy order requires clean utensils, a clean pan, and a separate prep area; never promise 'allergy-safe' unless the kitchen confirms.

Menu structure: appetizers, soups and salads, mains, sides, desserts, beverages; know preparation method (grilled, fried, braised) and key ingredients for each.

Dietary vocabulary: vegan excludes all animal products; vegetarian excludes meat and fish; pescatarian excludes meat but allows fish; gluten-free excludes wheat, barley, rye.

Wine and food pairing baseline: light whites with light fish, full reds with red meat, acidic wines with fatty dishes, sweet wines with desserts.

Describe dishes by cooking method, texture, and dominant flavor, not by price; guests decide on taste, not cost.

Know the daily specials, their ingredients, and any substitutions before service begins; a server who guesses loses trust.

Portion and temperature standards: know the target internal temperature for each protein so you can answer 'is it cooked through?' accurately.

Legal service age is 21 in the United States; always verify with valid photo ID if the guest appears under 30.

Acceptable ID: government-issued photo ID showing date of birth, photo, and physical description; expired or altered IDs are refused.

Signs of intoxication: slurred speech, bloodshot eyes, poor coordination, loud or aggressive behavior, and slowed reactions; stop service at the first clear sign.

Never serve alcohol to a guest who is already intoxicated, and never serve to a guest who is buying for an intoxicated companion.

Food and water slow absorption but do not sober a guest; only time removes alcohol from the bloodstream.

Cut-off procedure: stop serving, offer water and food, arrange a safe ride, notify the manager, and document the incident.

Duty of care: if a guest leaves intoxicated, staff may be liable; arrange transportation and never let the guest drive.

Alcohol by volume: standard drink is 12 oz beer at 5%, 5 oz wine at 12%, or 1.5 oz spirits at 40%; count drinks to track consumption.

Glassware rule: red wine in a stemmed glass, white wine in a smaller stemmed glass, champagne in a flute, beer in a pint or pilsner, spirits in a rocks or highball glass.

Wine service: present the bottle label to the host, open at the table, pour a small taste for the host, then serve guests clockwise and the host last.

Pour levels: wine to one-third of the bowl, beer with a one-inch head, spirits to the stated measure; never fill a glass to the rim.

Coffee and tea service: serve from the guest's right, cup handle at 4 o'clock, saucer beneath, and refill before the cup is empty.

Bar basics: measure spirits with a jigger or pour spout, never free-pour unless house policy allows; ice is food and must be handled with a scoop, never a glass.

Cocktail families: built (ingredients in the serving glass), stirred (spirit plus vermouth), shaken (citrus or dairy), blended (ice and fruit).

Non-alcoholic options must be offered at every round; water is offered before the guest asks.

Beverage temperature: white wine 45-50°F, red wine 60-65°F, beer 38-45°F, coffee 155-165°F at service.

Cover standard: forks left of the plate, knife and spoon right, blade facing the plate, napkin left or on the plate, glass above the knife tip.

Butter knife placement: on the bread plate at 10 o'clock with the blade facing the guest, or as the house standard requires.

Pre-shift checklist: tables level and clean, chairs aligned, condiments full, glassware spot-free, silver polished, floor swept, lights and music set.

Clearing rule: clear from the right with the right hand, never stack plates in front of the guest, and never scrape food at the table.

Carry rule: no more than three plates per trip, balanced on the forearm and hand, with cutlery handled by the handle only.

Crumbing: use a folded napkin or crumber, sweep toward the table edge, and never brush crumbs onto the floor.

Reset standard: replace used cutlery and napkins before the next course; a dirty cover is a service failure.

Station readiness: stock side stations with clean linen, glassware, cutlery, condiments, and service cloths before doors open.

Temperature danger zone is 41-135°F (5-57°C); food must not remain in this range for more than 2 hours cumulative.

Hot holding holds food at 135°F or above; cold holding holds food at 41°F or below.

Cook temperatures: poultry 165°F, ground meat 155°F, whole fish and pork 145°F, reheated food 165°F for 15 seconds.

Handwashing: wet hands, apply soap, scrub 20 seconds, rinse, dry with a single-use towel; wash after restroom, handling raw food, or touching face.

Cross-contamination: raw meat, poultry, and seafood stored below ready-to-eat food; separate cutting boards by color or task.

Bare-hand contact is prohibited with ready-to-eat food; use gloves, tongs, deli tissue, or utensils.

Illness exclusion: staff with vomiting, diarrhea, jaundice, or infected wounds on hands must not handle food and must report to the manager.

Sanitizer strength: chlorine 50-100 ppm, quaternary ammonium 200-400 ppm; test strips verify concentration before use.

Manual handling: lift with legs, keep the load close, avoid twisting, and ask for help with loads above shoulder height or over 50 lb.

Spill response: guard the area, clean immediately, place a wet-floor sign, and report the hazard so it is removed at the source.

Burn and cut prevention: turn pot handles inward, announce 'hot behind' when carrying hot items, and never carry knives by the blade.

Fire safety: know the location of extinguishers and the PASS method (Pull, Aim, Squeeze, Sweep); grease fires are never extinguished with water.

Slip and trip control: keep walkways clear, wear closed non-slip shoes, and never run in the dining room or kitchen.

Harassment and discrimination: zero tolerance; report to a supervisor or the designated channel, and document the incident.

Confidentiality: guest information, payment data, and staff records are never discussed outside the workplace.

Substance policy: arriving under the influence is a safety violation and grounds for immediate removal from service.

Complaint sequence: listen without interrupting, acknowledge the feeling, apologize for the experience, act to fix it, follow up, and thank the guest.

Never argue or blame the kitchen in front of the guest; take ownership and resolve, then report internally.

Communication protocol: use seat numbers, course names, and table numbers; repeat back orders and requests to confirm.

Teamwork rule: help the whole section, not just your tables; a guest who needs water gets water from any server.

Difficult guest handling: stay calm, lower your voice, offer options, and involve a manager when the guest demands compensation or becomes abusive.

Handoff standard: when passing a table to another server, state the guest's name, order status, and any allergy or special request.

Phone and POS etiquette: answer within three rings with the restaurant name, and never discuss a guest's bill within earshot of others.

Feedback loop: report recurring complaints and menu issues to the manager so the kitchen and service standards can be corrected.