employee manual 6/1/13

Employee Manual

The Salty Pig is a unique and distinctive restaurant located in the South End/Back Bay neighborhood of Boston.  The menu features a la carte cured meats and artisanal cheeses as well as creative sandwiches and pizzas from the wood burning oven.  Our beverage program includes craft beer, old world wines by the glass, and innovative cocktails.  The following manual is designed to orient you to the restaurant by providing facts, expectations, and employment information.  Please also review the Policies and Procedures Manual which provides additional pertinent information.  If at any point during your training or employment you have questions that this manual does not address, please speak to a manager for clarification.

Since it is not possible to anticipate every situation that may arise in the workplace, the company reserves the right to modify, supplement, rescind, or revise any policy, benefit or provision from time to time, with or without notice, as is deemed necessary or appropriate.

Facts

Address: 130 Dartmouth Street, Boston, MA  02116

Phone Number:  617 536 6200

Website: www.thesaltypig.com

Hours of Operations:

Lunch: Mon-Fri 11am-3pm

Mon-Fri 3-5pm Meats/Cheeses/Pizzas

Dinner: Mon-Sun 5-11pm

Brunch: Sat & Sun 10:30am-3pm

Sat & Sun 3-5pm Meats/Cheeses

Late Night:  Everyday 11pm-Midnight Meats/Cheeses/Pizzas

Sister Restaurants:

Coda – 329 Columbus Ave, Boston, MA 02116//617 536 2632

Canary Square – 435 S. Huntington Ave, Jamaica Plain, MA 02130//617 524 2500

 

 

 

Who’s Who

Jim Cochener – Owner

Michael Moxley – Owner

Erin Murtagh – Assistant Manager

Kevin O’Donnell – Executive Chef

Michael Lombardi – Executive Sous Chef

Kyle Stamps – Sous Chef

 

Culture of Learning

You will be taught extensively about food, wine, spirits, beer, and service.  It is expected that you diligently study and avail yourself of the resources you will be provided with in order to prepare yourself for service at The Salty Pig.

Pre-service meetings will always include information to help you build your bank of knowledge.  Scheduled classes and tastings are mandatory and follow the same house policies on tardiness and absenteeism as a regular shift.

Bar Program

The Salty Pig possesses a beer/wine/cordial Liquor License.  This is not a full Liquor License and many establishments feel that it is restrictive.  While there are certain spirits we cannot carry, and therefore certain drinks that we can not make, our Liquor License allows us to take a creative approach to cocktails.  It is our job to try to guide our guests and accurately describe the flavors and textures of our spirits as well as our cocktails.  You are encouraged to come in on your days off, at an appropriate time and with Manager approval, to try items from our menu.  Please take advantage of this to further your education.  With that being said, the Commonwealth of Massachusetts considers a Liquor License a privilege, and not a right.  You must certify yourself via ServSafe or TIPS Alcohol within 30 days of your hire.

Our beer selection highlights the American Craft Beer movement.  We have twelve draft lines almost completely devoted to small production local brews.  Some of the draft lines will change regularly while others will be devoted to beers we love.  We take great pride in carry products from New England. Get to know your neighbors!

Our wine by the glass list is more extensive than many other restaurants offer.  However, it is not exhaustive.  A guest may call for a wine or grape variety that we do not carry.  In this case, explain to the guest a wine with similar body, flavors, and structure.  A guest may occasionally be upset that we do not carry a specific brand that they like.  A quick and easy way to quell these reactions is to explain that, “Our wine program is constantly changing and evolving and at the moment Brand X is not a part of the program.”

Kitchen

The Salty Pig is offering a unique dining experience in Boston.  Guests can create their own charcuterie or cheese boards based off of their likes and dislikes.  Our selections will be changing fairly regularly.  It is our responsibility to provide accurate pronunciations and descriptions of the items that we carry.  Either Chef or the Manager on Duty will conduct a premeal meeting every day.  Your attendance is required if you are scheduled to work.  In premeal, you will be told of the day’s selections and given tasting notes and descriptions.  Think of these as Specials.  Practice describing them with your colleagues as you would table side.  You should feel comfortable comparing and suggesting different items.

Steps of Service

Warmly greet guests, while pouring water

Offer beverages, recite specials

Bring drinks, ask if there any questions about the menu, offer to take order

Enter order into PosiTouch, appropriately prep sequencing your order

Check with guests after first course hits the table

Fire next course (if applicable) approximately 10 minutes before guests are finished with previous course

Clear and reset table prior to next course hitting the table

Check with guests after second course hits the table

Clear second course

Always clear the table of anything not needed by guests. Take salt and pepper off table when guets are finished with savory food. Take beer menus off tables if guests are not having beer.

*Continually refill water glasses

*Offer another drink when there is 1/3 of prior drink left

Guest Complaints

When a guest has a complaint, we will correct the problem immediately.  One way to determine problems is to check back with the table shortly after the order has been delivered and ask how they are enjoying their food or drink.  Always offer the guest multiple opportunities to inform you of needs/problems.  If there has been an oversight or the guest has a complaint that requires you to return food to the kitchen or a drink to the bar, please ask how we can prepare the food or drink more to their liking.  Remove the item immediately. Always bring the plate back to the kitchen. Tell the chef/bartender and a manager what the problem is and they will do what is necessary to correct the problem.  Ask the floor manager to speak with the guest after describing, in detail, the issues.

Guest complaints can be tenuous situations.  It is important to remember that as a server, you are always on the guest’s side.  Graciously apologizing and immediately rectifying a problem means that the guest can still have a successful dining experience with us.  Often times, guests who experience a successful service recovery are more appreciative than those who receive flawless service.  Our goal is to create repeat guests, dissatisfied guests will not return.

Guests with Allergies

If a guest tells their server/bartender that they have an allergy, that employee must speak to the kitchen prior to putting in their order. After speaking with the kitchen, the server/bartender must memo in the allergy under the specific item ordered by the guest. In addition, the server/bartender must utilize the “allergy” button under the “misc” screen to memo in the allergy and seat number of that guest. The server/bartender must also alert the FOH MOD about the guest’s allergy.

Kitchen/Bar Etiquette

The kitchen, bar, and dish pit are very close quarters.  It is important to use verbal cues when in these areas.  “Behind you” and “on bar” are essential terms that must be used, loud enough for your colleagues to hear you but not loud enough for the guests at the bar to hear you.  Often times a hand lightly pressed on the back can be used in conjunction with a soft “behind you” to get the point across.  Self-awareness is essential when entering and exiting the bar, dish pit, and kitchen.  Be aware of anyone carrying anything hot, sharp, or heavy.

Food coming off the passes will be expedited by someone in the kitchen.  Always stab a complete ticket.  In the event that food is being expedited “shotgun,” please cross off food that is being run to the table as not to confuse the Expediter.

If you have any questions about a special request or guest allergy, speak directly with the Chef or Expediter.  Do not interrupt the line cooks. 

The bar pass is adjacent to bar seats.  Please keep conversations to a minimum.   If you have a question for the bartender and they are engaged in conversation, please say “Ordering,” instead of the bartender’s name to get their attention.  Always stab your tickets!!!!

Shared Spaces

The Salty Pig is a tenant of Tent City.  We must respect the building, its tenants, as well as its policies.  We consider ourselves guests of the building and must act with courtesy and respect. 

Because we are tenants of Tent City, the back hallway must always be kept tidy and organized. Tent City employees must be able to utilize the back hallway as well. For this reason, all SP items must be placed against the walls, as to avoid obstructing the hallway.

Staff bathrooms and guest bathrooms are one in the same.  You must always flush the toilet, put the seat down, and make sure the restrooms are clean/tidy/well stocked.  When you leave the restroom, it should be in better condition than when you entered.