Gemmayze St FOH Briefing


Key information

When: Monday nights. Front of house volunteers need to arrive between 5.30 and 5.45pm and leave between 8.30 and 9pm.

Where: We are located at Gemmayze St Restaurant in St Kevin’s Arcade, 183 Karangahape Rd, Auckland City.  

What to bring/wear: An apron if you like and ideally a dark coloured top, comfortable shoes and tied back hair if it’s long. It’s also helpful to bring a takeaway container if you’d like to take home any leftover food at the end of the night. You might have Tuesday’s lunch sorted!


Overview

Guests can arrive for dinner anytime from 5.30 pm, and service is officially 6-8pm.

The space seats 95 and we expect to serve around 300 per week. This means you will need to reset your tables after people have left, sometimes more than once. New place settings require a napkin, soup spoon, fork, knife, dessert spoon and water glass to be set as they were on your arrival.

We are serving a pay-as-you-feel 3 course set menu, made almost entirely from perfectly good surplus food that is donated to us by New World, KiwiHarvest and other large food suppliers.


THE “PAYF” MODEL

To volunteer with us, you need to understand the PAYF model. You may need to communicate this to guests, who might not quite get it. PAYF means pay whatever you like and can afford. A good question for people to ask themselves is how much would this have cost if you went to a restaurant, pub or cafe? Can you contribute something extra to help pay for someone that cannot afford to pay?

This system allows people from all walks of life to come together to enjoy a meal. We are a not-for-profit charity that relies on these contributions, and without them we cannot continue. There is a donation tin for people to put cash in and a self-service eftpos machine.


Entrée - soup with bread. This is always vegetarian. Make sure there is bread with the soup you take. If people ask for more you can get this from the kitchen on a side plate

Main – always involves meat but we also provide a vegetarian option as well

Dessert – very often involves dairy

Kids - we serve a few children at Gemmayze St. Please ask the parent or guardian what the child would like to eat, i.e a small soup, small main and dessert, or perhaps they want to skip the soup. Please do not give small children full portions of food, it is too much and they can’t eat it all.

*if you are asked for gluten free, peanut or other allergies, just speak with the kitchen about modifications we can make. We don’t cater for all allergies, every night.

We serve 3 courses


Allocated tables – most FOH staff are allocated two tables to look after. It is your job to make sure the guests on these tables gets their food and water and have the necessary cutlery. We also encourage you to engage in conversation with the guests on your tables - remember why we are here and be aware that you may be making someone’s day by simply asking how there's was.

Teaming Up: We have found the best system is to have a new or newish person team up with someone experienced. Teams of two will be allocated 2 or 3 tables between them and they will serve tables in order. This means people on each table receive their food at the same or similar times and nobody is left waiting.

  1. Guests arrive and are seated at tables.

  2. Wait staff greet your tables and ask how their day was.

  3. Water is filled by their waiter - while you’re doing this please ask if there are any food allergies or vegetarians . If guests ask about the menu, please  confidently explain to them verbally what they will be served, and tell them it will be delicious!.

  4. Section waiter/ess goes to kitchen and collects soup and bread for the first course. Typically the kitchen will be continuously plating each course, but you may need to ask for what you need. There will be one person coordinating between you and the kitchen so tell them in a loud voice what you need - i.e “3 soups please".

  5. Soups are delivered to the table 

  6. If guests are dining together and/or receive their first course around the same time, please wait for them to all finish before you  clear their table and serve them the next course and their dessert at the same time - this helps us to provide a restaurant experience. Some guests will not want to do this and will want to eat quickly. If they ask, you can hurry them through.

  7. When soup is finished ask guests if they would like like a break before their main. Then bowls and spoons are cleared and taken to the scullery. Please ask dishwashers where they would like plates scraped and stacked, and cutlery placed if you’re not sure.

  8. Section waiter/ess goes to kitchen and collects main course, same applies as the soup, you may need to ask for them.

  9. Mains are delivered to the table

    1. Top up water if necessary

  10. When main is finished ask guests if they would like a break before dessert. Then plates, knives and forks are cleared and taken to the scullery.

  11. Section waiter/ess goes to kitchen and collects dessert

    1. Top up water as necessary

  12. When dessert is finished it is cleared with all leftover cutlery

  13. Ask guests if they enjoyed their meal and mention to them that if they would like to contribute they can with cash or eftpos, pointing to this area.

  14. Guests leave

  15. Clear table and wipe down with damp cloth, usually found in the glass wash area.

  16. If it is before 7.30pm or you think the table could be reset, reset with napkin, cutlery and water glass

ORDER OF SERVICE

 

This style of service means you need to be aware where each person is at with their meal on your tables. This should be very obvious because of the cutlery and the look of the plate you have just cleared, but you can always just ask the guests.

At the kitchen/pass you are not fighting other wait staff for food. Your tables need to have some break between entrees and mains. If they have been waiting for more than 10 minutes then you need to tell the other waitstaff your tables have been waiting a long time and you need priority at the pass.

Be aware of different peoples requirements for breaks between meals. Most of the guests that come at 6pm are vulnerable and want to eat quickly and leave. Later in the night we have a lot of young professionals and people that are more used to a break of at least 10 minutes between courses. Use your best judgement, but remember we are trying to provide a restaurant experience, so please do not rush people.

Spend time walking around your tables and tidying up, rather than waiting for food that is taking time to be plated. It is chaotic if all the wait staff are standing at the pass asking for food so please don’t stand and wait unless your guests have been waiting a long time. It will often be necessary to form a line at the pass to clear space and to ensure everyone gets food.

Other beverages are allowed to be bought in, but only non alcoholics and we would rather people didn’t bring in their own drinks. We do not have any drinks for sale. The reason for this is it is not in keeping with the PAYF model. We cannot have one table drinking coke, beer, wine etc because they can afford it and not another table of homeless. It is not in keeping with our ethos that Everybody is equal when they come to dine, they eat the same food, and have the same experience regardless.

Almost all the food we use is rescued. i.e diverted before it goes to waste (mainly collected from supermarkets). A key part of Everybody Eats is to raise awareness to the amount of food wasted by humans. Around 1/3 of the food humans produce is wasted, most of it goes to landfill.

So far we have been purchasing about 50c per head of food. This has typically been eggs and dairy. We could make a meal from only rescued food, but we want to make this slightly more special. Because we receive good donations we are able to do this.

If we have enough food leftover, we invite volunteers to enjoy a meal. This will be toward the end of the shift when things aren’t quite so busy. If you would like a meal please ask the manager on duty when is an appropriate time, and which dishes we can spare.

Sometimes we also have leftovers which you can takeaway. If you’d like to take food away you need to bring your own container.


We do not have enough glassware, cutlery or crockery to serve 300 guests, which means it needs to be washed and used again. If your tables are all eating, or don’t need any attention, it is helpful for you to help polishing/drying cutlery. You will need to liaise with the dishwasher if we are running out of cutlery.

We have a dedicated team that look after the glassware. Dirty/clean glasses can be dropped off/collected from the bar.

Polishing cutlery & Glasses


We have 3 Kitchen Hands on each Monday doing a wonderful job. Help make their life easier!!

The wash up area where the dishes are done. This can be quite chaotic if people do not scrape plates and stack things neatly. You must scrape all food scraps into the allocated compost/food scrap bin, put cutlery to soak in the bucket then stack your plates/bowls neatly. Please don’t dump your dishes.

The Dishes!


Our customers – are a very colourful, mixed bunch of people. 50-70% of them are homeless or what we consider to be “in need”. Some of these people will have trespasses to the City Mission, some will have criminal convictions, and many are or have been addicts. We operate on the principle that if we are nice to people they will be nice back. So far we have had very few problems, but it is important to be aware of this as a volunteer.

Intoxication: we do not want to have to deal with people who are heavily intoxicated. If you suspect someone may be problematic tell Nick, Tom or Aimee and they will take care of it for you.

Sexual harassment: If you feel that someone is making advances toward you or acting inappropriately, and it is making you feel uncomfortable please see Nick, Tome or Aimee and they will deal with it on your behalf. We have experienced a few customers trying to give wait staff their phone numbers but we are yet to have a problem. We want our volunteers to know that we have their back. We find that our guests are very well behaved because the collective group keeps everyone in check.

BYO: we have had guests bring their own alcohol and pour it discreetly into their water glass. This is not allowed. If you see this please let Nick, Tom or Aimee know.

Theft: our donation tin has been stolen, although we recovered it. It is chained to a table. If you see people lurking around it or looking at it as though they might steal it please let Nick, September or Aimee

know.

Agro/Fighting: We have not had any issues yet but some of our customers will have had confrontations in the past. If an incident breaks out please remove yourself from harm's way and let Nick, Tom or Aimee know.

Hygiene: A number of our guests live on the streets so may not be particularly hygienic. If you think someone may have touched another person's cutlery/food/glassware etc please replace it with a clean/new one.

Fire: If you discover fire, activate the nearest alarm and dial 111. If you hear a fire alarm or a warden instructs you to evacuate, exit by your nearest safe green EXIT sign. Only use extinguishers if you are trained, accompanied and it is safe to do so. The assembly area is: THE FOOTPATH TO EITHER SIDE AND AWAY FROM THE BUILDING.

things to look out for


The job of our volunteers is to help serve food and beverage to what are mostly very grateful and lovely people. It is not your job to do anything beyond what is outlined above. If you feel uncomfortable at any stage then please remove yourself from the situation and let Nick, Tom or Aimee know what has happened.

Please be aware that we are borrowing the space and some of the equipment from Gemmayze St. If you think you have broken something or changed any part of their space, you think we need to know about, please tell us. It doesn’t matter if you have made a mistake, we just need to know so they don’t turn up to work and we haven’t had a chance to solve any problems.