Cycle of Service

All guests should be acknowledged and greeted warmly before they make it through the door. A smile, a verbal welcome, or a nod with eye contact in a busy moment all count. The door is always friendly and compassionate. We try to make things happen that guests request, and when we can't, we say no in a way that never feels like gatekeeping.

Waitlists are managed through 7Rooms using cell numbers. We seat incomplete parties in the first seating, then use door discretion after that. Standing at the bar is always acceptable. When a table is opening, guests on the waitlist can be offered a drink at the bar while they wait. Preferential treatment is given to neighbors, regulars, and PXs. The maximum party size is 6.

Out Times: If a table has agreed to an out time with the Maître d’, this will be noted in 7Rooms and chits will be distributed to servers, bartenders, and managers. Service staff are responsible for being aware of these agreements and ensuring the guest is able to comfortably adhere to their time. We always try to be as accommodating as possible, but at times we will need to be firm on Out Bys. Stay in close communication with the Maître d’.

Hosts are to walk the guest to the table or bar, staying within 3 paces of the guest, and deliver beverage and food menus for each guest. Take the opportunity to make a small connection with small talk — “How was your day so far?”

Menus are placed directly on the tabletop. Pull tables and chairs out to assist guests in comfortable seating. Confirm the table does not wobble before departing and wishing the guest a pleasant time.

All staff verbally welcome all guests as they arrive, regardless of section. The greet requires eye contact, warmth, and genuine presence. Servers should greet tables within two minutes — if you see your section neighbor stuck at a table and guests are seated and waiting in their section, greet them and let them know their server will be right with them.

Table pre-sets by area — Main Dining Room: water glasses and a candle. Patio: water glasses only. Bar: not pre-set.

Water is poured by default. We offer Acqua Panna, San Pellegrino, and tap. Keep it casual. No big spiel. Chat through any menu changes or 86s as early in the interaction as possible.

If a drink order is given immediately, take the order and record the beverage and seat number for each guest.

If the guests want time with the menu, give it to them.

Drinks are rung in as ordered. The aim is to have drinks in guests' hands as fast as possible. All drinks are placed on a coaster except for wine glasses and water glasses. We run up to 2 drinks in hand; 3 or more always go on a tray — though it's ideal to use a tray to deliver beverages whenever possible. Never place a tray on tables.

When drinks land, announce them with a drop line — simply the name of the drink. This is a small celebration. Let it feel important. When possible, the drink should be placed on the guest's right side and then be announced, not the other way around. We always use position numbers; do not “auction” drinks to the table.

Inquire about additional rounds once drinks get low, before they are empty. Dead drinks are bussed immediately by servers and bartenders — this is crucial to make sure another round is offered or on the way. For bottles of wine, pour out and offer another bottle once you do.

Take the food order as soon as guests are ready. Allow guests to order dish by dish; full orders are not required. The experience should feel free flowing, easy, fun, and inviting.

Meat temperatures for burgers and steaks default to Medium Rare unless a guest requests otherwise.

Allergies: We do not ask about allergies as a standard practice, but when a guest has an allergy, record it three ways: in the tab name (which prints to bar and kitchen), as an Allergy MOD attached to any relevant items, and verbally to the kitchen. This will be covered in Toast training.

Setting the table when food is ordered — Main Dining Room: stacked share plates (one per guest), folded linens, and a pewter caddy with appropriate silverware (make sure there is more silverware than needed; see Silverware Caddy note). Patio: share plates and roll-ups corresponding to the number of guests. Bar: folded diamond serviette as a placemat, share plate, and roll-up.

Soup spoons and steak knives are brought on a marking tray and placed appropriately as needed. Your food guide tells you what items need additional silverware — but trust your intuition. If you feel like a guest would benefit from a spoon, bring it. If guests are ordering individual dishes, remove the B&B plate to make more room on the table.

Do your best to arrange the table to receive dishes. The tabletops are small, and with water glasses, cocktails, a water bottle, a silverware caddy, and a candle, things will be tight. Pre-setting the table makes for an easier land of food and a better guest experience.

Silverware Caddy: The idea of the silverware caddy is in support of a casual and fun atmosphere but also ensuring that guests have everything they need — and nothing they don't — at all times. To this end, the silverware caddy should have more cutlery than required. This is to say, if a guest wants to order more food, or to have a fresh fork or knife during their experience, they have them at the ready in the caddy. In the case that guests are taking fresh silver for each course, swap out an empty caddy or a caddy running low with a fresh full caddy. On the patio, guests start with a rollup. If they will need additional silver during their meal, place a caddy on the table so the cutlery is close at hand.

Food should always land with a short, to-the-point drop line. Drop lines are found in your food guide — practice the pronunciation, annunciation, and announcing dishes with confidence. Shared food is served as ready within any course. When guests are ordering individually, use position numbers in the POS so that dishes land together.

We will cover ordering and firing in Toast in a separate training.

Be present at each table during each round of drinks or course of food. There is no formal check-back at Saint Denis. No “How is everything tasting?” We are observant instead. When something is going uneaten or a guest seems unhappy with a drink, get involved gracefully.

We believe that servers and bartenders are well equipped to deal with small guest issues, but always inform a manager of any guest dissatisfaction. If you are transferring a table, make sure the receiving server or bartender is aware of any issues or comps that have taken place before the handover.

Share plates are replaced as needed between courses, not on a fixed cadence. Use a dry crumber and a B&B plate to clear messy tables as needed. Linen napkins are not reset between courses unless they fall on the floor or are crumpled or soiled beyond use. Silverware follows the same rule — only replace when necessary and as unobtrusively as possible.

Water does not need to be poured tableside as a point of service, but if you are at the table and it makes sense to top up a glass, do so naturally. A water bottle is maintained at the table and guests are welcome to pour for themselves. We can pour water, but only in cases where it is unobtrusive and natural — we do not want to hover, ever. Support staff are not expected to pour water; rather, they replace empty bottles. Always bring the full bottle before removing an empty one.

Fire courses as soon as guests are ready and keep things moving. The rule is: fire, bus, reset. Not bus, reset, fire. Avoid sending one dish at a time whenever possible. Courses should feel like they are rolling out of the kitchen naturally, not formally coursed.

The tabletops at Saint Denis are intentionally small. We want to accommodate guests closely, adding to the energy of the room. This is important to remember when coursing food. Know the size of the plates for each dish, and course in a way that makes sure there is enough space on the table to accommodate the plates. In this case, the cadence of dishes should be quick and closely watched by the server.

It is the server's responsibility to bus and mark their tables. Support staff are there to help, and servers can delegate to them to bus or mark a table. However, it is preferred that servers are doing the clearing — this is an ideal time to check in, get another order of beverages, and make sure the guests are satisfied.

When delegating clearing or marking to support staff, always use very clear and direct communication. Do not point or say, “the lady in the red shirt.”

Once the last course of food is complete, offer dessert verbally. Desserts are not printed on the menu. After dessert is offered and declined, clear everything that is no longer needed. For most tables at this point, the surface should be clean and crumbed with only a candle, water, and drinks remaining.

Love Item: Friends of the house and VIPs may receive a Choux à la crème (cream puff) as a surprise gesture. It is up to the server or bartender to order this item in. As with all comps, a manager must give approval prior to sending the complimentary item.

If guests have leftovers or wish to order food to go, we accommodate. We box and bag in the kitchen, not at the table. Add “To Go” to the check tab name, modify the food “To Go” in Toast, and confirm verbally with the kitchen.

If guests are not joining us for drinks or dinner but walk up and want to place a to-go order, check with the kitchen before ordering. We accommodate this on a case-by-case basis.

There are two ways the check is dropped. The first is when a guest asks for it. The second is when everything served has been consumed, all further food and beverage has been offered and declined, and the guest has been fully hosted.

Check presentation: the check is presented on a postcard with a paper clip, and the check folded in half.

Do not be reluctant to drop a check when all steps of service have been completed. Stay present in the event guests want to pay right away. Stay aware of when a card or cash has been added. If guests decide to have an additional round after the check has been presented, be sure to inform the Maître d’. If the guests have an Out By, inform the guests that we must check with the Maître d’ to make sure that we can accommodate the additional round.

For cash payments, pick up the check and count the cash away from the table to confirm it is correct. For credit cards, use the handheld to tap the card. Always announce that you will return with change for cash transactions — allow the guests to tell you “the rest is for you.” Do not assume the remaining cash is a tip.

There is no maximum number of cards a check can be split onto, but we do not offer to itemize checks.

Payment is processed via handhelds the majority of the time. It is okay to hand the device to the guest — try not to hover at this moment when gratuity is contemplated.

Do not bus water glasses or candles after payment. Allowing people to move through their experience at a comfortable pace is part of our brand of hospitality. All staff should say goodbye to guests as they leave. If three team members say goodnight to one party of two on their way out, that is exactly right.

In the rare case when a guest needs to make room for a waiting party, allow the Maître d’ or MOD to manage that conversation. We move guests to standing room where possible rather than asking them to simply leave.

Once guests depart, wipe the table or bar top with a sani-towel, sweep the floor as needed, wipe down stool or chair tops, and reset seating to a presentable position. The next party should feel genuinely welcome and prepared for when they sit down.

Many guests will have waited on the waitlist before being seated. They may sit down hungry or very ready for a drink. We are winning people over so that by the time they are halfway through their first drink, they say: “These guys are great. That was worth the wait.”