Macky's Guest Experience and Menu Knowledge

Comprehensive vocabulary and policy flashcards for Macky's staff training based on the restaurant training manual.

Main Focus

Elevating the Guest experience by standing out through customer service, attention to detail, and elevated hospitality.

Greeting Time Window

A guest should be greeted within $30$ seconds to $1$ minute of being seated.

Daily Feature Sheet

A menu provided during the greeting that offers limited-time items, both food and beverage, not found on the regular menu.

Brunch Menu Schedule

Available on Saturdays and Sundays from $10:00\text{ am}$ to $2:00\text{ pm}$.

Happy Hour (HH) Schedule

Daily from $3:00\text{ pm}$ to $6:00\text{ pm}$ in the cocktail dining area and at the bar.

Tray Requirement

Must be used when carrying $3+$ drinks or delivering $4+$ plates of food to a table.

Two-Bite Check-Back

A server visits a table within $2$ minutes or $2$ bites of food being served to ensure the guest is satisfied and resolve any issues early.

Pre-bus Responsibility

It is the primary responsibility of the individual server to pre-bus their own tables.

Handling Guest Complaints

Immediately tell the section manager, even if the guest assures you they are fine but you suspect they are unhappy.

Team Service

A cooperative approach where a group works together to run drinks, run food, greet tables for others, or restock items to enhance efficiency.

Upselling

Suggesting additional items or upgrades, such as adding protein to a salad, based on guest trust to increase satisfaction and revenue.

Dog Policy

Well-behaved, leashed pups are welcome; they are provided with a water bowl and a canine menu.

Alcohol Identification

Guests are of legal age to drink if they are wearing a Mackys wristband provided by the security team.

Smoking/Vaping Policy

Guests may smoke or vape only in designated areas out front (such as Adirondack chairs); it is prohibited on the beach or inside.

Macky's Kettle Chips

The signature side dish served with all sandwiches.

Chicken Wing Sauces

Buffalo, Jerk, or Old Bay; served with Blue Cheese dressing.

House Taco Specs

Chicken, Pork, Brisket, or Fish served in quantities of $3$ per order on corn tortillas with salsa roja.

Gluten Free Buns

Available for an upcharge of $\text{\$3}$.

Lobster Mac & Cheese Content

Includes $2.5 \text{ oz}$ of lobster knuckle and a $4 \text{ oz}$ tail.

Smash Burger Preparation

Cooked through and juicy; a specific temperature is not taken.

Peel n Eat Shrimp Quantity

$8$ to $10$ shrimp per $\frac{1}{2}\,lb$ portion depending on size.

Crab Cake Entree

Consists of two $4 \text{ oz}$ Maryland crab cakes.

Baltimore Style

A serving style that includes Old Bay French fries and coleslaw.

Cooper Sharp

A type of yellow American cheese.

Allergy Protocol

Mark the order "allergy" in the system and verbally notify the section manager to relay the information to the kitchen.

Mignonette Ingredients

Shallots, black pepper, vinegar, a little sugar, and a little salt; served with raw oysters.

Soybean Blend

The type of oil (vegetable oil) used for all fried items.

Rail Brands Rule

To be used for making drinks only during Happy Hour.

Caribbean Rum Punch Ingredients

Captain Morgan Coconut, Goslings Dark Rum, orange juice, pineapple juice, and grenadine.

Bomb Squad Reward

A special bomb squad T-shirt awarded for completing the list of $14$ different bombs.

Cold Brew Martini Ingredients

Made using OCMD brewed The Stoke or Stumptown coffee and garnished with $5$ coffee beans.