Welcome to Indapubs's Induction and Training Platform
You will find the tools to shine in your new workplace: From the staff guidelines to our intimate style of pub food service, we wish you to take the time and to enjoy.
Indapubs is Fun, Rock n Roll and Excellence and willing to help you build a career.
Staff guidelines.
The Guest Obssession
The C.H.E.F method
The Full attitude
The Three Stages of IndaPub Service: Technical Guide for Smooth Food and Drink Service
Introduction to Silent Communication
We elevate your pub service with our essential guide. From greeting to farewell, learn to provide memorable experiences that keep guests coming back. Enhance team communication by following these consistent working steps.
Stage 1: Greet, Seat, and Drinks
Welcome Every Guest with a Smile and Enthusiasm
Greet all customers with a warm welcome and a smile, and determine if they're visiting for food or drinks. This first impression sets the tone for their entire experience. You start your relationship with the customer with: "How is your day?" "How was your weekend?"
Appropriate Seating
If you can (if you are not too busy), let people choose their preferred seats so they feel even more welcome.
If it's a booking, the table must be ready. Ensure that you take the booking tiles off the table when people sit down.
Otherwise, seat guests at tables suited to their party size. Make sure people like the table that you are offering.
If they wish to drink: indicate the bar and offer table service.
If they wish to eat: then the show is starting!
Start by giving them the menus and a jug of water and offer to pour the water.
A jug of water is our first welcoming gift. A nice attention between human beings.
Your colleagues will know the customers have been greeted and are being looked after. (silent communication)
If the table was already laid up for 4 people, and the guests are only 3, remove the extra pair of cutlery. Leaving the unnecessary cutlery could mislead your colleagues to believe the guests are expecting another person. (silent communication)
Prepare the Setting
Anticipate your work by setting the table with the basics: napkins, main cutlery and the condiments (salt and pepper).
Remove unnecessary settings for drink-only customers.
Take Drink Orders
As you are setting the table, it may be time to take a drink order. Confidently recommend beverages, highlight specials, and deliver drinks professionally on a tray.
Provide proper wine service when applicable.
Stage 2: Order, Up-sell, and Deliver
Take Orders Methodically
As the drinks arrive, it may be time to take the food order.
Always write orders down and repeat them back to guests for confirmation. This simple step prevents costly mistakes and improves customer satisfaction.
After taking the order, remove the menu from the table. This indicates to your colleagues that the order has been taken. (silent communication)
Time to prepare the table: THE LAYING UP
Little laying up tray needed.
This is a crucial moment, a great occasion to show how you care about the customer experience.
You are making sure the customers will not miss anything needed to enjoy their food experience.
Starter cutlery, sharing plates, steak knives, soup spoons, ketchup, mayonnaise, mustard. CLEAN and SHINY cutlery (no fingerprints).
We make sure ketchup and aioli are ready for burgers, malt vinegar for fish and chips, and mustard options for steaks.
By doing a great laying up, you are guiding the food runner, and by doing a good job, you ensure the runner can continue running instead of fixing the table setting. Nothing should be missing when the food arrives; this is one of Indapubs' keys to great hospitality.
Deliver Food Professionally
Deliver with elegance and charm. Serve people on their right if you can. Never serve across people.
When serving plates, double check the table setting.
Spoons, knives, sharing plates, ketchup, mayo, French or English mustard, finger bowl for mussels, Tabasco for oysters… it has to be perfect, we are Indapubs.
Finally: The MAGIC Question: "Would you like anything else?"
If customers, after looking at the table, say "no we are fine thanks," it means that the orders, the laying up, and the food running have been a success. This is a ballet.
They may wish for an extra bottle of wine, hooray!
Conduct subtle Quality Checks
Follow up with open-ended questions like "How is everything for you?" rather than yes/no questions. Monitor drink levels and maintain visual awareness of all your tables.
Up-selling Techniques That Work
Shared Starters
When guests don't order appetizers, suggest shareable options that complement their main courses. Phrase it as an enhancement to their experience rather than an add-on sale.
Try saying: "Our Buffalo chicken thighs are perfect for sharing while you wait for your entrées."
Side Dishes
Recommend complementary sides that enhance the main dishes ordered. Be specific about why certain combinations work well together.
Try saying: "The truffle fries pair beautifully with your steak."
Beverage Pairings or Double Up!
Suggest specific wines or drinks that enhance the flavors of ordered dishes. Share personal favorites to build authenticity and trust.
Try saying: "Our house Pinot Noir has notes of blackberry that would complement your lamb chops perfectly."
"A gin and tonic? Would you like a single or double?"
Stage 3: Clear, Desserts, and Coffee
Clear and Clean
Take a moment to engage with customers: "Have you enjoyed your meal?" "I see your plates are empty. May I clear your plates?"
Only then:
Remove plates, condiments, cutlery, ramekins, and gravy jars.
Always invite a colleague to help clear large tables. This provides comfort to customers and expedites the process.
Clearing the table properly signals to your colleagues that the course is finished. This is crucial.
Leaving cutlery and condiments on the table at this stage is misleading. Your colleagues might assume customers are still waiting for food and may not interact appropriately. Support your team by completing tasks properly.
During busy shifts or holiday seasons, this attention to detail makes a significant difference.
Complete your task 100%.
(Silent communication)
Pudding time!
Always provide the dessert menu after clearing the main courses, and make personal recommendations to encourage this final course. Placing the dessert menu on the table indicates to your colleagues which stage the customers are at. It also invites them to take the order. (Silent communication)
Our Pudding menu has coffee, cocktails and liqueurs options. It's our duty toward the customers to offer these options.
Take the dessert order.
Dessert table setting:
Clean napkin, dessert spoon and fork for dessert.
Teaspoons for ice cream.
Knife and fork for cheese.
Take coffee and digestif orders.
Offer Hot Beverages and Spirits
Suggest coffee, tea, or after-dinner drinks such as a fine whisky, cognac, or Espresso Martini to complement dessert and extend the dining experience at Indapubs.
Bill and Farewell
When someone asks for the bill, present the bill professionally to that same person with our business card, process payment efficiently, and ensure a warm goodbye that invites return visits.
Essential waiter's Tools and Etiquette
Always Carry These Items
- Two reliable pens
- Waiter's pad for accurate order taking
- Waiter's friend/corkscrew for wine service
- Clean cloth for quick spill cleanup
- Make each journey in the pub worthwhile. Never leave the bar empty-handed; always return with a full tray.
Table Maintenance Standards
- Always use hot, soapy water to clean tables, never spray directly. Wipe the table professionally. (See INDAPUB method)
- Reset tables promptly after guests leave (on busy shift)
- Don't leave a booking tile on the table after the booking has arrived
- Ensure glassware is spotless
- Refill water jugs when needed
Professional Communication
- Maintain appropriate eye contact
- Speak clearly and at a moderate pace
- Thank guests genuinely at each interaction
- Avoid loud and private conversations in front of customers
- Please avoid calling customers "guys," never use "mate"
Silent Team Communication
- Following service steps precisely sends silent signals to colleagues
- Placing or removing menus indicates course stage to the entire team
- Proper plate clearing communicates meal progression
- This systematic approach enhances customer experience
- Eliminates unnecessary verbal communication and saves significant team time
Proper Handling Techniques
- Our hands carry trays, food, and clean dishes to customers
- Never clear glasses by putting fingers inside - it's unhygienic and appears unprofessional
- Always hold glassware by the stem or base
- Use trays properly to transport multiple items
- Maintain cleanliness standards visible to customers at all times
- Clean your hands as frequently as possible
Look after the customer's "bubble"
During the service it's easy to forget that customers are having a private moment in a public place. We are not interfering with the customers' privacy by controlling the way we communicate with each other, about work or about private matter.
Creating Memorable Service Experiences
The Magic Touch and Magic Eye
Go beyond standard service with small personal gestures
Team Collaboration: Work as One
Work seamlessly with colleagues to elevate the guest experience
Build Relationships
Create genuine connections by introducing yourself
Fundamental Excellence
Master the basics of efficient, courteous service
Remember that exceptional service is about creating memorable moments that guests will cherish. When customers feel valued through your attentiveness, teamwork, professionalism, and genuine care, they're not only more likely to leave generous tips but also to become regular customers. The relationships you build are the foundation of a memorable pub experience with IndaPubs.
Proper Wine Service Technique
Presentation and Confirmation
Show the wine bottle to the person who ordered it with the label facing them. This allows them to verify it's the correct selection before opening.
The Tasting Ritual
Pour a small amount for the ordering guest to taste. Wait patiently with the bottle positioned label-forward while they evaluate the wine.
Serving the Table
Once approved, serve other guests first, finishing with the person who approved the wine. Place the bottle within reach and monitor to offer a second bottle when it is empty.