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Mea Hookipa
Mea Hookipa
Dining Services & food production
Policies & Procedures
Training Resources
Complete collection of materials, guides, videos, and tools that employees can use for learning and development.
Taeil Lee
Hale ALOHA/hALE OHANA
ASSIST. MANAGER
HO’OKIPA ME KE ALOHA
“Welcoming with Aloha!”
ONBOARDING
Dining Services Organizational Chart
President & CEO of
Polynesian Cultural Center
Jarod Hester
Director of
Dining Services
Misty Rose Keanu
Director of Dining Services
Misty Rose Keanu
Hale OHANA Manager
Liana Apelu
Hale Aloha Manager
Vonnie Mata'afa
GATEWAY BUFFET MANAGER
Nathaniel Gapol
kitchen Production MANAGER
Kofesina Menapula
Marianna Ah Quin
GATEWAY BUFFET
ASSIST. MANAGER
Taeao Lolotai
kitchen PRODUCTION
ASSIST. MANAGER
Welcome to Dining Services
Your Support Team
Standard & Expectation
Attendance & Schedule
UKG Training
Professional Image
Safety & Sanitation
Vice President
Culinary and Retail Division
Greg Maples
Dining Services & Food Production Team
Welcome to Ali'i Luau Training
This training will help you learn the standards, service, and traditions that make the Aliʻi Luau a memorable experience for every guest. As part of the team, you play an important role in sharing the spirit of aloha through excellent hospitality, professionalism, and cultural respect.
Servers Certification
General Knowledge
Hale Aloha
Hale Ohana
Every participant is evaluated through three key components. Each component contributes equally toward the final certification result.Understanding the EvaluationKnowledge Test (33.3%)Evaluates the worker's understanding of training materials, procedures, and operational knowledge.Mid Evaluation (33.3%)Measures the worker's progress, consistency in application of training, and readiness to continue.Final Evaluation (33.3%)Assesses overall performance, professionalism, and readiness for certification.Certification GoalWorker's who successfully complete all three evaluation components have demonstrated the knowledge, skills, and professionalism required to become a certified server.
Employees are expected to maintain a clean, professional, and well-groomed appearance while representing the Polynesian Cultural Center. The following standards apply to all certified servers.Kāne (Men)UniformPink Aloha ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Aloha DressBlack or brown black-strapped sandalsFlower headbandAccessories & MakeupPearl stud earringsWatchAccessories (if engaged or married)Red lipstick
At the Polynesian Cultural Center, we are committed to creating a welcoming and inclusive experience for every guest. Learning basic American Sign Language (ASL) helps employees communicate respectfully and provide better service to members of the Deaf and hard-of-hearing community.Watch the American Sign Language Training VideoAfter completing this training, you should be able to:Recognize the importance of basic ASL in guest service.Demonstrate common signs used during guest interactions.Communicate respectfully with Deaf and hard-of-hearing guests.Provide a more inclusive and welcoming experience.RememberLearning even a few basic signs can make a meaningful difference in a guest's experience. If additional assistance is needed, always seek support from your supervisor or another team member.
Linemen
Click Here for the Assessment: https://forms.gle/YzEFPEzAY7yepYsL9
Welcome to Gateway Buffet Training
This training is designed to help you understand the standards, procedures, and service expectations that create an enjoyable dining experience for every guest.
By following these guidelines and working together as a team, you'll help provide excellent food, outstanding service, and the spirit of aloha in every interaction.
Workers Auditioning for Server Roles
Every employee plays an important role in creating memorable guest experiences. The values of the Polynesian Cultural Center guide how we serve our guests, support one another, and represent the spirit of aloha every day.Our Motto - One ʻOhana Sharing AlohaOur Vision - To spread aloha around the world.Our Mission - To share the cultures, diversity, and spirit of Polynesia in a unique and uplifting way that blesses and inspires all who visit, while contributing to the educational development and growth of all employees.The Polynesian Cultural Center reflects the teachings of Jesus Christ by living the values represented in R.E.W.A.T.C.H. Every employee is encouraged to demonstrate these principles through their daily work and interactions.Integrate Beliefs - We exemplify the Spirit of Aloha by living the values taught by Jesus Christ, as reflected in our cultural beliefs R.E.W.A.T.C.H.Magnify Employees - Every PCC employee is given opportunities to engage, develop and grow based on their desire, performance and tenure.Uplift Guests - Each guest experiences the very best of Aloha, ʻOhana, Polynesian culture, entertainment, food and fun. "PCC was my best experience in Hawaiʻi."Achieve Excellence - We achieve excellence by making small, measurable improvements day-in, day-out.Did you know that?Kuleana is a Hawaiian word that means responsibility, privilege, and accountability.IMUA is a Hawaiian word meaning "move forward."
Opening StandardEvery server is expected to arrive on time, attend the prayer meeting, prepare their cart, check their assigned area, and be ready to welcome guests before opening.Before Opening Checklist Arrive on time and attend the prayer meeting. Check that your server cart is complete and ready.
Before operation, make sure your cart is fully stocked with:
Rags (2) · Gloves · Sanitizing Solution · Trash Bag · Black Bins (4) · Side Bin for Napkins · Linen/Cloth · Paper Towel Reserve your cart according to the assigned procedure. Keep personal phones off the cart and do not use them during operation. Check whether the buffet lines need help with garnishing or setup. Inspect your assigned area and make sure it is clean and guest-ready. Be at the front door and ready to greet guests by 4:29 PM
A clean and properly managed cart helps servers work efficiently, maintain cleanliness, and keep the dining area organized throughout operation.Keep Your Cart ReadyDOKeep the linen covering the cart at all times.Tie trash bags securely to the cart and keep the flaps closed.Separate plastic and paper waste from food waste.Keep dishes below the rim of the bins.Organize utensils, plates, cups, ramekins, and panna cotta containers properly.Load bins into the robot from bottom to top, making sure they are not overfilled.DON'TScrape plates into the cart bins.Allow dishes to pile above the rim.Leave the cart uncovered.Mix plastic and paper waste with food waste.Overfill bins before placing them in the robot.Allow dirty plates to pile up across multiple tables before bussing.Table Reset StandardWhen cleaning and resetting the area:Wipe the shakers, chairs, table corners, and table surface.Remove and dispose of used menus as required.Check the floor around the table.When spraying tables while guests are still nearby, cover the spray bottle appropriately.
The guest experience begins at the door. Servers should look ready, welcome guests warmly, and guide them all the way to their assigned table without rushing or leaving them behind.Ready at the Door
Stand professionally while waiting for guests. Do not lean on the door or become distracted while talking with other servers.Welcome the Guest
Greet guests warmly and use the shaka appropriately, above head level.Follow the Greeter’s Direction
Lead guests exactly to the table or area assigned by the greeter.Walk With the Guest
Walk at a comfortable pace. Do not walk too fast or leave guests far behind.Seat & Reserve the Table
Once the guests are seated, change the utensil position to indicate that the table is occupied. Remove extra silverware and place it on the designated cart, not your personal cleaning cart.Reset When Needed
When seating guests at a newly bussed table, make sure fresh silverware is provided.
Note: Be ready. Welcome warmly. Walk with the guest. Seat them correctly. Set the table for success.
After seating the guests, introduce yourself and give them the essential information they need to enjoy their dining experience. The orientation should include your name, where you are from, and the key restaurant instructions.Introduce Yourself“Aloha! My name is ________, and I’m from ________. I’ll be your server tonight.”Explain the Dining Experience“Gateway Buffet is a self-service restaurant. You may start eating whenever you’re ready. The buffet is divided into different food categories, and drinking stations are located on both sides of the building.”3 — Allergy Information“If you have any food allergies, you may scan the allergy QR code to check which foods are suitable for your dietary needs.”4 — Restroom Directions“The restrooms are located across the building. The women’s restroom is on the left and the men’s restroom is on the right. Please make sure to get stamped on your way out.”5 — Robot Reminder“Please avoid touching the robots or placing dishes inside them. Our servers will collect the dishes directly from your table.”6 — CouponsYour source lists Coupons as part of the orientation topics but does not include the exact instruction or script, so I would add only the heading Coupons for now and insert the official wording once you have it.Note: You don't have to sound robotic. Deliver the information clearly and naturally while making sure guests receive all required instructions.
During operation, servers are expected to remain attentive to their assigned area, keep tables clean, assist with seating when needed, and interact with guests without losing awareness of other tables.Stay Active in Your AreaServers should spend only 1–2 minutes at the front while waiting for guests. If there are no guests to seat, return to your assigned area.Check the front regularly, especially during peak hours, and proactively help seat guests when assistance is needed.Build Rapport While Staying AttentiveGuest interaction should generally stay within 1–2 minutes. Introduce yourself, check whether guests need assistance, and continue working while talking when appropriate.Do not overstay at one table. Continue watching nearby tables for dishes that need to be collected or guests who may need assistance.Buss While You ConnectWhen speaking with guests, continue appropriate service tasks such as checking the table or collecting dishes. This allows you to build rapport while remaining attentive to the rest of your area.Important Service RemindersSmile throughout your shift.Do not wear gloves while waiting at the door or seating guests.Do not carry dirty plates to another guest's table while stopping to have a conversation.Keep checking the front for guests who need to be seated, especially during busy periods.Note: Connect with guests, but stay aware of your whole area.
During operation, servers should proactively invite guests to share feedback about their Gateway Dining experience and remind them about the PCC email survey. The scripts below are guides and do not need to be memorized word for word.TripAdvisor Survey“Mahalo, ʻOhana! Thank you for dining with us tonight. Please scan the QR code for a quick survey—we’d love to hear about your experience with the food, your server, and your overall Gateway Dining experience. If you truly enjoyed your visit, we’d greatly appreciate a 5-star review. The survey will only take 2–3 minutes of your time.”PCC Email Survey“You will also receive an email in about a week asking about your overall PCC experience. Mahalo for dining with us.”Note: These scripts are guides and do not need to be memorized word for word. Servers should deliver them naturally while making sure guests understand how they can share feedback. The existing training material already frames the scripts as guides rather than mandatory word-for-word scripts.
Closing begins while service is winding down. Servers should communicate with remaining guests, finish bussing responsibilities, return carts and bins at the correct time, complete their assigned closing duties, and report to the lead before clocking out.Closing Flow7:00 PM — Inform Remaining GuestsIf guests are still dining or walking around the buffet area, proactively let them know that the buffet line is closing.7:05–7:20 PM — Back Area OnlyServers may make their plate only in the designated back area during this time.Finish Bussing All TablesComplete all table bussing before moving on to sweeping, mopping, or other closing duties.Return Your Cart & BinsAfter all tables have been bussed, bring the cart and bins to the back before starting the rest of the closing assignment.Complete Your Assigned Closing TaskFinish the entire closing assignment for your designated area. Do not leave tasks incomplete.Report to Your LeadOnce the assignment is complete, inform the lead that you are finished.Clock Out ImmediatelyAfter reporting completion, clock out promptly. Do not wait around the clock-out machine, shed, or other areas while remaining on the clock.Quick Closing Sequence:Inform Guests → Finish Bussing → Return Cart & Bins → Complete Assignment → Report to Lead → Clock Out
Closing assignments are based on your assigned area or role. Use the guide below to review your responsibilities and complete the entire assignment before reporting to your lead.Before You Clock Out Make sure your assigned task is fully completed, the area is clean and organized, and your lead has been informed that your closing assignment is finished.
Tipping PolicyGateway area subsections help organize service responsibilities, but they do not establish ownership of tips.Tip Given Directly to YouIf a guest personally gives you a tip, you may accept it.Tip Left on the Table A tip left on the table represents appreciation for the overall Gateway experience. The server who cleans the table may take it.Helping Outside Your AreaIf you are working in another area and clean the entire table, you may take the tip left on that table.Building Guest RapportKeep guest conversations friendly, natural, and generally within 1–2 minutes.Introduce yourself, check whether the guests need assistance, and continue appropriate service tasks while talking. Bussing the table during a conversation helps you remain productive without overstaying.Stay aware of the rest of your area and watch for tables where dishes are beginning to accumulate.Note: Be friendly and memorable, but remain attentive to your entire service area.Gateway PricingFor this section, I recommend a small pricing image or compact price list, because these prices may need updating later.Gateway PackageAdult — $174.35 Child (Ages 4–11) — $139.48Employee Discount PackageAdult — $75.17Child (Ages 4–11) — $49.00Dinner OnlyAdult — $43.55Child (Ages 4–11) — $21.80Note: Prices shown are training references and may be subject to change. Confirm current pricing when assisting guests.Nearest Smoking AreasThere are two nearby designated smoking areas:Welcome Center AreaIn front of the Welcome Center, near the parking lot.Hukilau Marketplace AreaBetween the Ukulele Experience and the women’s restroom.Gateway ArchitectureGateway Buffet’s architectural design is inspired by the traditional Samoan fale, reflecting the architectural style also represented in the Samoa Village at the Polynesian Cultural Center.
Employees are expected to maintain a clean, professional, and well-groomed appearance while representing the Polynesian Cultural Center. The following standards apply to all certified servers.Kāne (Men)UniformPink Aloha ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Aloha DressBlack or brown black-strapped sandalsFlower headbandAccessories & MakeupPearl stud earringsWatchAccessories (if engaged or married)Red lipstick
Servers Certification
General Knowledge
Standard Operating Procedure
Additional Knowledge
Every participant is evaluated through three key components. Each component contributes equally toward the final certification result.Understanding the EvaluationKnowledge Test (33.3%)Evaluates the worker's understanding of training materials, procedures, and operational knowledge.Mid Evaluation (33.3%)Measures the worker's progress, consistency in application of training, and readiness to continue.Final Evaluation (33.3%)Assesses overall performance, professionalism, and readiness for certification.Certification GoalWorker's who successfully complete all three evaluation components have demonstrated the knowledge, skills, and professionalism required to become a certified server.
Employees are expected to maintain a clean, professional, and well-groomed appearance while representing the Polynesian Cultural Center. The following standards apply to all certified servers.Kāne (Men)UniformPink Aloha ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Aloha DressBlack or brown black-strapped sandalsFlower headbandAccessories & MakeupPearl stud earringsWatchAccessories (if engaged or married)Red lipstick
At the Polynesian Cultural Center, we are committed to creating a welcoming and inclusive experience for every guest. Learning basic American Sign Language (ASL) helps employees communicate respectfully and provide better service to members of the Deaf and hard-of-hearing community.Watch the American Sign Language Training VideoAfter completing this training, you should be able to:Recognize the importance of basic ASL in guest service.Demonstrate common signs used during guest interactions.Communicate respectfully with Deaf and hard-of-hearing guests.Provide a more inclusive and welcoming experience.RememberLearning even a few basic signs can make a meaningful difference in a guest's experience. If additional assistance is needed, always seek support from your supervisor or another team member.
Linemen
Click Here for the Assessment: https://forms.gle/YzEFPEzAY7yepYsL9
Welcome to Food Production Training
This course will prepare you with the essential knowledge and skills to support safe, efficient, and high-quality food service while helping create an exceptional dining experience for every guest.
LS-FMS
Runners
Custodians
Dishwasher
Smoothie
Opening (1:15pm-1:30pm)
All workers should be in their complete uniform before clocking in.
Get the tablet in the office.
Instructions on how to get the LS Sheet:
Open Teams App
Click “Food Management System”
Click “Files”
Open “LS Count 2023” folder
Open the folder for this month
Open the file for today’s date.
During Operation (1:30pm-6:30pm)
Collect and set aside empty pineapple boxes for Aloha Harvest.
Count and record temperature (40⁰ or less) of the Cold Unit for Gateway, Aloha and Ohana. (Check the Papaya and Salad in the chill for Gateway)
Runners should send the Cold Units by 2:00pm.
Count Bakery Units for Gateway, Aloha and Ohana.
Flip and check all taro rolls for flies.
Push the Gateway Bakery Racks by 2:30pm (Souffles are sent later before 4:10pm)
Luau Bakery Units should be sent at 3:00pm. Look for the Mochi cookies in one of the racks.
Count and record temperature of the foods for Aloha and Ohana Hot Units. Put sternos in each unit.
Wait for Aloha and Ohana workers to verify before sending their food at 4:00pm.
Make sure that the Luaus got their fries and pig skin.
Check the food being put in the Gateway Hot units.
Send all Gateway Hot units before 4:15 pm.
Assist the cooks for late orders starting 4:30 pm till 6:30 pm.
Proceed to the laundry room at 6:30pm for the prayer meeting (Monday and Thursday)
Return to the area after the prayer meeting and finish all assignments.
Closing (7:30pm-8:30 pm)
Count the Pantry returns from the venues. Put the Italian Dressing on a rack and push in the chill. During Tuesdays and Saturdays put everything in the chill.
Get a trolley from the warehouse and put the Aloha Harvest and push the trolley back to the warehouse.
Check the Red Unit/BackUp Unit for waste.
Wait for the verifiers from the different venues to check for variances and discrepancies.
Message LS group chat once LS is done.
Do the jolt before leaving the office.
Welcome to Luau Guides Training
As one of the first points of contact for our luau guests, you play an important role in creating a warm, organized, and welcoming arrival experience.
Throughout this training, you will learn the standards and expectations of the role, become familiar with the luau venues, understand standard operating procedures, maintain a professional image, and build the knowledge needed to confidently assist guests.
Your Support Team
Venue Layout
Standard Operating Procedures
SPIEL & Important Experiences
Dress and Grooming Standards
Things You Should Know
FAQ-Location Focused
Gateway Buffet Focused
Ali'i Luau Focused
Activities After Dinner
For any questions or concerns with operations, venues, and trainings, please do not hesitate to reach out to the Dining Services trainers. We are happy to assist you.
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