This document defines Prato Winter Park's standard cycle of service — every step, in sequence, for every table, every shift. Consistency is the foundation of every great guest experience. The scripts below are starting points; make them your own while honoring the intent of each step.
Hello
The first moment at the table sets the tone for the whole evening. Stand at the correct entry point — feet planted, shoulders squared, open and warm. Do not open with an order, a sale, or anything transactional. The first connection is human.
“Buonasera, and welcome to Prato.”
Water Preference
Immediately after the greeting, acknowledge that guests just sat down and invite them to consider water. This gives them a moment to settle in while you return with something in hand.
“I know you just sat down — while you get comfortable with the menus, I’d love to bring water to the table. Bottle, or tap?”
If bottle: “Do you prefer still, sparkling, or one of each?”
Once water is decided, briefly direct guests to the wine and cocktail pages of the menu. Return with water within two minutes.
“Our wine list and cocktails are toward the back — I’ll point out a few things when I’m back with your water, but flip through and let me know if anything catches your eye.”
Obtain the Beverage Order
Return with water and open the door to a beverage order. Keep the question broad — let guests steer the direction.
“Have you been to Prato before? Did you have a chance to look at the wine or cocktail list? Any questions I could answer?”
If guests are returning, simply: “Welcome back!”
Prompt the Pour — 6oz or 9oz
Every wine by the glass in the Bianco e Rosato and Rosso sections pours as a 6oz or a 9oz. This is not automatic — ask every single time a guest orders one of these by the glass, Prato’s wines included.
“Would you like that in a 6oz or a 9oz pour?”
Write beverage orders down and repeat them back to the guest before departing.
Present the Seasonal Pizza
Every table must hear about this evening’s seasonal pizza — with description and price — before you leave to make drinks. This is not optional. It is never printed on the menu, so if the server doesn’t say it out loud, the guest never learns it exists.
“Tonight we’re also running a seasonal pizza straight off the wood oven — [seasonal pizza name and description] — that one’s [$price] this evening.” Always give the description and the price — it’s the only place this pizza lives.
Take any beverage orders now, writing them down and repeating back to the guest.
Prepare & Deliver Beverages
Go directly to the POS and enter all cocktails and wines following Toasting with Toast protocol. Drinks should be prepared and ready for delivery within five to seven minutes. Carry drinks to the table on a tray. Place each drink in front of the correct guest — by position number — and announce it as you set it down.
“Here is your Sunshine State. Here is your Cetriolo. Here is your Negroni, bianco.”
Take the Food Order
Once all beverages are in front of guests, invite questions and take the order. Open with something broad — let them lead.
“Were there any questions I could answer about the menu?”
Give the Whole Menu Equal Weight
Speak to the full menu with confidence — piccolo, pizza, primi, and secondi all deserve the same energy. Pizza and pasta are not the whole story here; don’t let the secondi — the branzino, the lamb shank, the dry-aged strip — become an afterthought.
Confirm Coursing Aloud — and Set Up the Pizza
Write every item down by position number. Confirm coursing aloud before leaving the table, and always repeat any temperatures on the secondi.
“To start, I’ll bring out the burrata and the arancini — your pizza will come out the moment it’s ready from the oven — and to follow, the tagliatelle vongole and the branzino. Excellent choices, by the way.”
If the table has ordered pizza alongside anything else, set the expectation here — once, clearly, and without over-explaining it. Pizza fires the moment it’s ready and comes straight from the oven; it will not wait for the rest of the table.
“Just a heads-up — your pizza comes straight from the oven the moment it’s ready, so it may land first. Everything else will follow right behind it.”
Don’t explain this as “two kitchens” or describe restaurant logistics — guests don’t need the mechanics, just the expectation. One clean line, every time.
Go immediately to the POS and verify every item and position number against your pad before confirming.
Table Maintenance
Keep the table in good order throughout the meal. Offer beverage refills when glasses reach a quarter to half full — never let a guest sit without a drink. Remove debris — bread crumbs, spent napkins, empty glassware — as it appears. A clean, orderly table signals attention. Leave guests with everything they need and nothing they don’t.
Starter & Pizza Delivery + Two-Bite Check
Server assistants drop piccolo, bruschette, and insalata in front of the correct guests and announce each dish by name. Pizza lands in this window too, whenever it’s ready — it does not need to arrive with the rest of the starters. Guests were already told to expect this at Step 6, so no explanation is needed at the drop. The server should be present at the table during this moment to offer beverage service, field questions, and confirm everything arrived correctly.
After two minutes — roughly two bites — check in:
“How is everything?”
Give guests space to respond fully. Address any concern immediately, no matter how small.
Clear & Reset for Primi & Secondi
Once the starter and pizza course is complete, clear the table entirely following busser protocol. Wipe and reset the table. Place the correct mise en place in front of each guest — the right tool, in the right position, for the right person.
Primi & Secondi Delivery + Two-Bite Check
Server assistants drop primi and secondi at the correct seats. Proteins are placed at six o’clock. The server should be present to confirm everything arrived as ordered, offer any condiments, and ensure guests have what they need — and nothing they don’t. Two-minute, two-bite check applies here as well.
Clear
Once the entire table has finished their primi and secondi, clear all plates following busser protocol. Leave the table in clean, reset order before moving to dessert.
Present the Dessert Menu
The dessert menu is presented — not offered as a yes-or-no question. Bring it to the table and draw attention to it with warmth and confidence. Give guests a few moments, then return.
“If I may present our dessert menu — everything’s made in house.”
Return after a few minutes:
“Was anyone interested in dessert this evening? Or maybe a coffee, or Prato’s Espresso Martini to finish?” (See the Espresso Martini section below.)
Dessert Order & Mark the Table
Write down the selection, confirm with the guest before departing, and ring into the POS. Immediately return to the table to place the correct dessert silverware in front of each guest — before the course arrives.
Dessert Delivery + Two-Bite Check
Drop desserts the same way as every other course — announced, at the correct seat. Two-minute, two-bite check applies. Continue water, coffee, and cappuccino service throughout as appropriate.
Offer the Check
Once dessert is cleared, gently ask if guests are ready to close out. You can have the check prepared and ready, or go and process once asked.
“Is there anything else I can bring this evening, or are you ready for the check?”
If guests need anything further, continue service normally — keep pouring water until the last moment.
Process Payment
Process payment in Toast, following all established payment protocols correctly and completely.
Pick Up the Signed Slip (or Deliver Change)
If a guest pays with cash, always announce that you’ll return with change immediately. If the guest pays by card, it’s your responsibility to pick up the signed receipt before the guest departs from the table. Do this, then move immediately to the final step below.
Say Goodbye
Every guest who received a hello at the start deserves a genuine goodbye at the end. Offer sincere thanks for choosing Prato, and extend a heartfelt invitation to return. This is the final impression — make it count.
“Thank you so much for spending the evening with us — grazie mille. We hope to see you again soon.”
Prato’s Espresso Martini
Prato has one espresso martini on the menu. Sell that one. When a guest asks for “an espresso martini,” the answer is Prato’s Espresso Martini as built — not a custom or off-menu version.
“We actually have our own espresso martini on the menu — vanilla vodka, coffee liqueur, Baileys, and espresso. I’d recommend that one to finish.”
This is the natural call-out at Step 12, when the dessert menu is presented and coffee comes up.
Run through this checklist at every table. Every box checked = every guest taken care of.
Feet planted, shoulders squared, open and warm. “Buonasera, and welcome to Prato.”
Bottle or tap? If bottle: still, sparkling, or one of each? Point out the wine/cocktail pages. Return within 2 minutes.
Open-ended invitation. Prompt 6oz/9oz on every Bianco e Rosato / Rosso glass pour. Write by position number, read back before departing.
Description + price, every table, every time. Not printed anywhere — this is the only place it lives.
POS entry with Toast protocol. Ready in 5–7 min. Tray to table. Announce each drink by name as placed.
Give piccolo, pizza, primi, and secondi equal weight — secondi is not an afterthought. Confirm coursing aloud. Set the pizza-timing expectation with the one clean line — no “two kitchens.” POS immediately after.
Refill beverages at ¼–½ full. Remove debris as it appears. Keep the table orderly throughout.
Be present during drop. Pizza lands whenever it’s ready — no explanation needed, guest was told at Step 6. After ~2 minutes: “How is everything?”
Full clear following busser protocol. Wipe table. Correct mise en place at each position.
Be present during drop. Proteins at 6 o’clock. Offer condiments. 2-minute check-in.
Full table clear once all guests have finished their primi and secondi.
Presented, not offered as a question. Mention coffee and Prato’s Espresso Martini. Give a few minutes, then return.
Write down, confirm, ring POS. Return immediately to set correct dessert silverware.
Same drop protocol. Continue coffee/water service. 2-minute check-in.
“Is there anything else, or are you ready for the check?”
Processed correctly in Toast following all payment protocols.
Before the guest leaves the table. Bring change immediately if cash is tendered.
Sincere thanks. Genuine invitation to return. Every guest, every time.