Instruction Manual Final Draft

Lauren Bukowski
PF Changs Backwaiter
Table of Contents
Page 1 Table of Contents
Page 2Introduction and overview of a Backwaiter
Page3.Overview of responsibilities and
explanation of App Expo Window
Page4.Explanation of Expo Window duties
Page 5Explanation of Expo Window continued
and Floor duties
Page 6Explanation Floor duties
Page 7Explanation of Flex Continued
Page 8Explanation of Stock duties Continued
Page 9Explanation of Food Runner duties
Page 10Explanation of Food runner duties
continued
How to Be a Backwaiter at PF Changs

Hooray! You have been selected to join the backwaiter team at PF
Changs! The backwaiters of PF Changs are like staples that hold your
papers together; without them the restaurant would not flow smoothly.
These job instructions will give you detailed information of all that your
job encompasses. This manual will be your key to success at PF
Changs.
Your First Week
You will be training for six days. It is important that within the first
week you spend a lot of time reading and fully understanding the
instruction manual before coming to your training sessions. Each day
you will train with a different employee so you can have a diverse view
of the restaurant and your duties. Backwaiters rely heavily on
teamwork, so this will be a great way for you to meet and mingle with
some of the employees. Every person at PF Changs plays an important
role. The backwaiters are essentially the assistants to the servers and
management.
What the Backwaiter Does
As a backwaiter you will experience all aspects of working in a
restaurant:
Sweeping the entry ways and floors
Stocking the kitchen
Running food from both food windows (pantry and main)
Accommodating guest needs
Running drinks to tables
Communicating to team members at all times
Bath room checks
Helping servers as needed
If any backwaiter on your team is struggling, it is your job to flex out
and go help them; this also applies to servers.
IMPORTANT:
1. You will be responsible for making sure that you are completing
your specific task/tasks to the best of your ability.
2. Communicate to your back wait team through your earpiece at
all times.
2
3. Turn your earpiece volume to high and work with an open ear.
4. Respond to team members/managers when they ask for help via
earpiece.
WARNING: Since communication is key, it is your responsibility to get a
cord and earpiece at the beginning of your shift. Some of the earpieces
and cords dont work so you must connect the two pieces together and
hold the talk button down and say, mic check. Once a manager
replies you will know that your earpiece is working and that your
managers and teammates can hear you.
Your Main Responsibilities are as follows:
App Expo Window

Expo Window
Floor
Flex
Stock
Food Runner
The App Expo Window
If you are assigned to the pantry window that means that you will be
responsible for running the following food items out to the tables:
1.
2.
3.
4.
5.
Soups/salads
All appetizers
Wonton strips
Dressings
Dessert
3
Most common duties for the App Expo:

1. Communicating with sous-chef at all times.
2. Placing the food tickets on top of the dashboard on the app expo
window. Your printing station is located to the left of the soup
spoons.
3. Pouring the soups into cups and bowls.
4. Running all of the food that is made out of this window on a tray
to the tables in the dining room.
Table numbers are listed on the left hand corner of every
ticket. Each table number tells you where to deliver the
food in the dining area. After you have run a food ticket to
a table, you need to rip the ticket. This lets everyone know
that the food has been made and served to the table.
IMPORTANT: All ticket times in the pantry window should be 8 minutes
or less. This means that it is your job to make sure these food items
are hitting the table in the proper amount of time. If you have a ticket
number that is going on 5 minutes, you need to communicate to the
sous-chef to see how much longer the food item will take to cook. If a
ticket time is 8 minutes or over you need to tell a manager
immediately via ear piece so that they can go and talk to the table;
and make any accommodations.
CAUTION: Some servers prefer to run the soups out to their tables; so it
is important that you are communicating with each server. Many times
servers are busy and forget to stab their soup tickets after they make
and deliver the soup. If you are ever unsure if something has or hasnt
been run always ask the server. This helps to keep food costs low.
Remaking food items is by no means cost efficient.
Expo Window
If you are assigned to the expo window you will be in charge of the
following:
1. Making sure that all food items are plated corrected
2. Making sure that the food trays match with the correct food
tickets
3. Making sure that the correct type of rice is served with each dish
4. Completing a quality food check before sending out all entres or
dishes.
This means looking at each dish and making sure that they
all have the proper garnishes and are cooked to perfection.
If you do a quality food check on every food item you will
help lower the amount of food complaints and food costs.
The expo window is where all of the main food entrees come out. This
is the most important job that a backwaiter can be assigned. There are
two distinct differences during a lunch expo shift and a dinner expo
shift:
1. During a lunch shift you serve either white or brown rice on the
actual lunch portion plates.
2. During a dinner shift you serve either white or brown rice in a
rice bowl with a lid.
IMPORTANT: Ticket times in the expo window are ten minutes. If you
have four or more ticket times past twelve minutes you need to call a
manager over to observe the kitchen to make sure everyone is working
and communicating properly. If there is ever a food error, you are
responsible for being the middleman and communicating from server
to chef. If a server comes to you with a remake or server error you
need to tell a manager so that they can talk to the table and make sure
that they are receiving the optimal dining experience.
CAUTION: Managers will often ask you for extra sauces that customers
need via earpiece so it is very important that you can multi-task and
handle high stress when working this window.
Floor
If you are assigned to the floor this means that you will be responsible
for completing the following tasks:
1. Pre-bussing tables
Remove dirty dishes/glasses from guests tables.
2. Bussing tables
From the time a table gets up, you have three minutes to
buss the table. The most efficient way to buss a table is to
keep a pack of wipes in your apron, use a tray, and use a
two hand wiping motion.
3. Checking the bar wait station
The bar has two buss tubs. It is your responsibility to check
them frequently and empty them in the dish pit located in
the kitchen.
4. Sweeping the floor
Must sweep floors in the dining room every thirty minutes.
5. Setting up reservation tables and party tables
Hostesses will tell you when they need you to push tables
together for reservations and parties.
6. Emptying the dish pit
Inside the kitchen is the dish pit. This is where you will put
all dirty dishes, glasses, and silverware that you have
6
collected from the dining room. In the back right corner is a

giant shelf where the dishwashers place clean plates,
bowls, silverware, glasses, and utensils. It is your job to
keep the dish rack empty so that the dishwashers always
have a place to set the clean food and drink items.
7. Changing the napkin bin frequently
Next to the trashcans in the dish pit is a trashcan with a
green liner. This is where all of the dirty napkins from the
dining room go. This fills up quickly so it is very important
that you empty the bags frequently. The dirty bags go in
the bin located next to the ice pit. The liners are next to
the ice pit as well.
8. Communicating with the hostesses at all times
Floor backwaiters will be in constant communication with
the hostesses. The hostesses will say for example, table 22
is on buss. It is your job to respond immediately so they
know you heard them. After bussing a table you must
again communicate to the hostesses letting them know
which tables are clean.
WARNING: This job is the hardest position of backwaiting. This requires
speed and teamwork.
Flex
The person assigned to flex is not assigned to a particular position;

they are responsible for helping the backwaiter team wherever and
whenever help is needed. For example if the app expo window
backwaiter is slammed, this person can flex over and help them run
food or complete whatever tasks are needed to get them back on
track. There is always something to do in a restaurant. If no one needs
help or there are no tasks to be completed, this person will roll
silverware on the table located behind the app expo window.
To roll silverware you will need to do the following steps:
1.
2.
3.
4.
5.
Make sure the seam of the napkin is facing up

Make sure the napkin is in the shape of an upside down triangle
Place two forks in the top middle of the upside down triangle
Roll each sides to the middle
Take the middle (while holding down sides) and roll down until it
makes a roll up
Stock
The person assigned to stock is responsible for keeping the following

items stocked in the kitchen:
1. Ice bins
2. Glass racks
3. Rice cups/bowls
4. Soup cups/bowls
5. Sweet tea
6. Unsweet tea
7. Mugs and tea cups
8. Side plates
9. Dessert plates
10.
Soup spoons
11.
Entre spoons
12.
Straws
13.
Napkins
All of these items should be fully stocked at all times to maintain a
sufficient restaurant flow.
Food Runner
This person is assigned to running food out of the expo window.
IMPORTANT: When there is no food to be run out of the window, this

person should take the food trays from the kitchen and spray them
down in the back dishpit.
CAUTION: You must use a tray when running food out of the window.
You are also responsible for:

1. Keeping the buss tub at the expo window empty and clean at all
times
2. Keeping spoons stocked on both sides of the expo window
3. Helping the main expo person with whatever tasks are needed
If you have any questions or need clarification on any of the
above listed duties dont hesitate to ask!
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What are the main responsibilities of a backwaiter at PF Chang's?

What are some of the specific duties of the App Expo Window backwaiter?

Lauren Bukowski

How to Be a Backwaiter at PF Changs

App Expo Window

The App Expo Window

Most common duties for the App Expo:

collected from the dining room. In the back right corner is a

The person assigned to flex is not assigned to a particular position;

Make sure the seam of the napkin is facing up

The person assigned to stock is responsible for keeping the following

IMPORTANT: When there is no food to be run out of the window, this

You are also responsible for:

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