Always Attentive to Glass Levels
Continuous Standard
Unlike Lessons 1 through 11, this one doesn’t belong to a single moment in the meal. It runs continuously, from the first drink order to the last.
What This Step Covers
Watching drink levels on every pass, and the specific refill and water standards that apply throughout the entire visit, not just at one step.
The Benchmarks
- Ongoing watchServers watch drink levels on every pass by the table; the appetizer drop and entrée check-back are the two guaranteed moments this gets checked.
- Refill checks (alcoholic)The server inquires before a glass drops below 1/4 full. The guest’s answer decides whether they want another, not the server assuming either way.
- Refill checks (water, if served)Proactive refill when glass is at or below 1/3 full, do not wait to be asked, once water has entered the table.
- Water delivery (when requested)Within 2 minutes of request, regardless of what point in the meal the request occurs.
- Empty glassware removalRemoved within 2 minutes of the guest confirming that they are finished.
Why It Matters
An empty glass sitting untouched is one of the clearest signals to a guest that nobody’s paying attention to their table, whether or not anything else about the meal has gone wrong. It’s exactly why this is a standard and not left to each server’s own judgment call.
Where It Breaks
The guest’s glass sat empty long enough that they had to flag someone down themselves, when the appetizer drop or entrée check-back should have caught it first.
Beer flight tasting order instructions have been intentionally left out of this standard, given the scale of Red Rock’s beer program.