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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.
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
Food Production MANAGER
Kofesina Menapula
Marianna Ah Quin
GATEWAY BUFFET
ASSIST. MANAGER
Taeao Lolotai
FOOD PRODUCTION
ASSIST. MANAGER
Welcome to Dining Services
Your Support Team
Standard & Expectation
Attendance & Schedule
UKG Training
Professional Image
Safety & Sanitation
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.
Inform your Manager when requesting call-in sick (at least 6 hours before work). Before coming to work, a doctor’s note is required.
Note: You cannot make-up the hours of the missed day of work.
GATEWAY BUFFET4:15 pm - 8pmPrayer Meeting:4:20pmLUAU: Hale Aloha & Ohana4:00pm - 7:45pmPrayer Meeting:4:05pm
Requesting time-off should be done ahead of time. Preferably two weeks before the requested time-off. You will need to fill up the Request Time-off form. Once you fill up the form, hand it to the manager for approval.
Your attendance is required as we will be discussing important updates, expectations, and upcoming plans. Please arrive on time and be ready to participate.Schedule varies every month.
Combined Prayer Meeting is every Last Friday of the month.
The UKG app is very important for you because it helps you accurately track your work hours every day. When you clock in and out properly, you can make sure your recorded time matches the hours you actually worked. This helps prevent payroll errors and ensures you get paid correctly and on time. You can also check your schedule, request time off, and review your time records easily through the app. By knowing how to use UKG, you stay organized, responsible, and confident about your pay.Workers must clock in and clock out only at the designated clocking station. Workers may only use the UKG app when the clocking machines are not working.If workers do not have a UKG app, please reach out to the trainers.
Touch the green icon labeled “Punch In,” then enter your ID number. After that, the screen will confirm that you are successfully clocked in.Touch the red icon labeled “Punch Out,” then enter your ID number. After that, the screen will confirm that you are successfully clocked out.
Missing PunchesDouble PunchesMissed Punches
Correct Timecards ✅
Incorrect Timecards ❎Double Punch-In Double Punch-OutMissed Punches
1st Step: Click the three (3) dots on the bottom-right side of the screen.
2nd Step: Click “Change Request”.
3rd Step: Choose which necessary request that need to be made.
Click “Delete Time Entry” and select the day and time that need to be deleted by checking the box next to it. Then write the reason for the request in the comment section at the bottom. Double-check the request and click Submit.
Click “Add Punch In” and input the day and time that need to be added. Then write the reason for the request in the comment section at the bottom. Double-check the request and click Submit.
Click “Add Punch Out” and input the day and time that need to be added. Then write the reason for the request in the comment section at the bottom. Double-check the request and click Submit.
Click “Modify Punch In/Out” and select the day and time that need to be modified by clicking the arrow next to it. Then write the reason for the request in the comment section at the bottom. Double-check the request and click Submit.
Personal Hygiene is a must. Take a shower before coming to workNo perfume or cologneWash and press uniform daily (2 sets of uniform)For wahine, no sports bra or straps showingIDs and Language Badge MUST be worn at all times
Hand Nail Polish is not allowed.
Only a wedding band/ring, engagement rings, a pair of plain white pearl studs for the wahine and a watch is allowed. No other jewelry or anklets are allowed.
Kāne (Men)UniformPink Puletasi ShirtBlack SuluBlack or brown black-strapped sandalsWahine (Women)UniformPink Puletasi DressBlack or brown black-strapped sandalsFlower headbandRed Lipstick
Wahine (Women)Pink Volnay Chef CoatBlack Work PantsChef’s Hat & Bib Apron (hairnet worn underneath)Black Close-Toed ShoesKāne (Men)Pink Volnay Chef CoatBlack Work PantsChef’s Hat & Bib ApronBlack Close-Toed Shoes
Wahine (Women) and Kāne (Men)Blue polo shirtBlack work shortsBlack rubber shoes or boots
Wahine (Women)Purple DressHakuPearl NecklaceBlack or brubber shoes or boots
Black and brown back straps sandalsJ-slips are not allowed even though they have back straps.
Black closed-toe shoesSetters & scrapers
Giving the best customer experience is important but your safety should be the priority.Uniform: Always be in your complete uniform in the workplace. Cleanliness: Maintain a clean and organized workspace.Make sure: Be familiar with the front and back of the venues.🔑 Pro Tip: Always ask questions when you are not sure of what you’re doing.
Maintain a clean, safe, and hygienic environment at all times to prevent contamination and ensure food safety.Always take a bath/shower before reporting to work. Proper hygiene is important.Always wash your hands. Know about food safety.🔑 Pro Tip: Clean as you go — a tidy space keeps everyone safe.
After using the restroom.Touching the hair, face, or body.Sneezing, coughing, or using a tissue.Eating, drinkingHandling chemicals that might affect food safety.
When switching tasks.When gloves are torn or dirty.After touching your hair, face, and any other parts of your body.After continuous hours of working.
FIFO (First In, First Out) procedure must be followed at all times.All team members that works closely with food must use disposable gloves and apron while working with food.All food unit doors must be closed at all times.All food containers must be kept on carts or on a table. No food pan/bowl/container on the ground/floor. All food containers must be covered and labeled.
Avoid cross-contamination by ensuring that all food items are kept in their own respective containers, pans, bowls, trays.Do not pile food pans on top of each other.Always cover/wrap the pans when storing inside the food units.Practice proper use of disposable gloves.
Food Allergy is an abnormal response to a food triggered by your body's immune system.Common Food AllergiesGlutenDairyNutsEggSoyShellfishetc.
Special Diet is a customized eating plan that differs from a typical diet.Vegan - no animal products, including meat, dairy, eggs, or honey.Vegetarian - no meat or fish.Pescetarian - includes fish and seafood but no other meat.Kosher - Prepared according to Jewish dietary laws.Halal - Prepared according to Islamic dietary laws.
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
Standard Operating Procedure
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 Puletasi ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Puletasi 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.
Gateway Buffet: 4:15 PM - 8:00 PMPrayer Meeting starts at 4:20 PM
Cart ManagementRags (2)GlovesSanitizing SolutionTrash BagBlack Bins (4)Side Bin for NapkinsLinen/ClothPaper Towel*
Server arrived on time and attended the prayer meeting. (0 or 5)The server checks on his/her cart to ensure the following: (0-5)
1. Trash bag2. Sanitizing Spray3. Bins4. Rags (Towel)5. GlovesReserved the cart with trash bags on the side with no phones on the cart. (0 or 5)The server is not using his/her phone during operation hours. (0 or 5)The server checks if they can help garnish the lines before the restaurant opens or help set up the area. The server checks his/her area for cleanliness before the beginning of the operations. (0 or 5)Servers are ready to greet the guests by the front door at 4:29 pm. (0 or 5)
Servers should not lean on the door and must look ready while waiting for guests. (0-5)0 - Leans on the door and does not appear ready for guests.3 - Needs to be reminded often, and gets distracted with co-servers.5 - Professionally stand by the door and ready to take the guest.Server was able to: (0-5)1. Uses shaka appropriately with above the head level.2. Leads the guests exactly where the greeters inform them to be seated.3. Ensure that the server is not walking too fast and does not leave the guest too far behind.4. The server ensures the table is reserved by changing the utensil position and removes extra silverware and place it on the designated cart (not own cleaning cart)5. Gets a new silverware after seating the guest in a newly bussed table.The server introduces his/herself using the correct script, which informs the server’s name, the country where he/she is from, and the instructions: (0 or 5)This is a Self-service restaurantDrinking Station and Buffet line: You can start eating whenever you like, the Buffet line is divided into categories. Drinking stations are on both sides of the building.Allergy Script: If you have any allergies to any food, you may scan the QR code for the list of food that you can have depending on your allergy diet.Instruction for the restroom: Restrooms are located across the building, with ladies are to the left and gents to the right. Make sure to get stamped on your way out.Instruction for the robots: Kindly avoid touching robots and placing your dishes in them. Our servers will collect your dish on your table.CouponsThe server smile throughout the shift: (0 or 5) 0- Does not smile at all 2- Does not smile as often 5- Smile throughout the shiftCART MANAGEMENT 1/2 (0-5)1 - The server makes sure that they are not scraping in their bins.1 - Dishes do not go above the rim.1 - Keeps the linen covering the cart at all times1 - Trash bags are tied on the cart with flaps closed.1 - The server also segregates plastic and paper wastes from food waste.CART MANAGEMENT 2/2 (0 or 5)1 - Ensures the bin is not overfilled before placing it in the robot while filling it with bins from bottom to top.1 - Proper segregation of utensils, plates, cups, ramekins, and panacotta1- The server is bussing tables and cleaning tables on a timely basis. While covering spray bottles especially when there are still guests around1 - Plates are not piling up in your area in at least 5 tables.1 - Wipes shakers, chairs, corners of the table, throws the menu, and checks the floor.Servers stay for only 1-2 minutes at the front while waiting for guests. If there are no guests, they should be in their respective areas. (0 or 5)Servers check the front for guests to seat from time to time especially during peak hours. (0-5)0 - Doesn’t help seat3 - Help seat guests but not proactively5 - Proactively check the front for guests and help seatServers should only talk to the guests for 1-2 minutes as much as possible. (0-5)0 - Talked to guests for quite a while (multiple times)3 - Talked to guests for over 5 minutes5 - Made sure that guests interaction are within the limit and checks the area/front from time to time.Servers are not wearing gloves while waiting at the door or seating guests. (0 or 5)The servers are not taking the dirty plates to other tables as they talk to the guests. (0 or 5)The server was able to inform the guest about the survey that was mailed by PCC. (0 or 5)0 - The server did not mention it.5 - Server was able to proactively mention it throughout the operation
Note: These are guides and doesn’t necessarily require to memorize word per word.“Mahalo, ‘Ohana! We thank you for dining with us tonight. Please scan the QR code for a quick survey--we’d love to hear about your experience: the food, your server and everything overall. If you truly enjoyed your visit, we’d greatly appreciate a 9 or 10 rating. This survey will only take 2-3 minutes of your time.”“You will also receive an email in about a week asking about your overall PCC experience. Mahalo for dining with us.”
Servers are proactive in informing the guests that the line is closing at 7:00 pm when guests are still hanging around after closing time. (0 or 5)The server makes plate only at the back area from 7:05 pm to 7:20 pm only. (0 or 5)The servers make sure that their carts are brought to the back after they’re done bussing ALL tables. (0 or 5)0 - Server proceeds to sweep and mop their area before bringing the cart outside.5 - Brought the cart and bins outside after bussing the tables before doing the rest of the closing assignments.The server informs his/her lead when they are done with their closing assignments, then clocks out immediately. (0 or 5)Servers should finish all of their closing assignments. (0 or 5)0 - Did not do their closing assignments.3 - Did not finish all of their closing assignments.5 - Completed all of their closing assignments.Servers are not staying somewhere (clock out machine, shed, etc.) while waiting for the time to clock out. (0 or 5)
Total: 150
Overview
As brand ambassadors of Dining Services, every server represents the standard of service at the luau. The way you speak, act, smile, and move should reflect professionalism, respect, and aloha.
Every guest interaction is an opportunity to leave a positive impression and help create a memorable cultural experience.
You Are a Storyteller
At the luau, servers are not just bussing plates. You are part of a fully immersive cultural event surrounded by performances, music, fire torches, and storytelling. Every action should support the atmosphere and honor the presentation.
Training Sections
Prep & Opening Assignments
Mastering the Greeting
Art of Guest Rapport
During Operation
Feedback & Farewells
Closing Assignments
[insert video of expectations]
Prayer Meeting
Please attend the prayer meeting on time and with a positive attitude. Prayer meeting begins at 4:05 PM for both luau venues.
Check Your Assignment
Review the assignment board and confirm your assigned area and opening responsibilities before beginning preparation.
Prepare Your Area
Prepare your buckets and cleaning materials, then inspect your assigned area.
Check the tables, condiments, taro baskets, decanters, and Supers table items, if assigned.
Make sure each table has the required utensils, plates, and glasses. Check that tables and chairs are clean and free of dust, and wipe them down when necessary.
Walk through your assigned area and make sure the grass and surrounding areas are clean and free of trash.
Final Readiness Check
Before heading to the main entrance, make one final check:
Table Set → Condiments Ready → Utensils, Plates & Glasses Complete → Tables & Chairs Clean → Ground Area Clear
4:25 PM: Ready to Welcome
All preparation should be completed before the venue opens. By 4:25 PM, go to the main entrance and be ready to welcome guests with enthusiasm.
Opening Flow
Prayer Meeting → Check Assignment → Prepare Area → Final Check → Ready at Main Entrance
See It in Action
[Insert Opening Assignment video here]
Welcome With Aloha
The greeting is the beginning of the guest’s luau experience. Welcome guests warmly, speak clearly, and introduce yourself with confidence.
Hawaiian Greeting
Aloha kākou (or kāua).
ʻO ______ koʻu inoa.
No ______ mai au.
Mahalo no ka hui ʻana.
English
Hello everyone.
My name is ______.
I am from ______.
We are thankful for you being here.
Delivery Standard
Make eye contact, smile naturally, and speak at a comfortable pace. The goal is to welcome guests sincerely rather than make the greeting sound memorized.
See It in Action
[Mastering the video insert here]
Create a Genuine Connection
Guest rapport is about creating a warm and memorable connection while continuing to provide attentive service. Be curious, listen to the guest, and allow the conversation to happen naturally.
Simple Ways to Start a Conversation
Where are you visiting from?
Is this your first time in Hawaiʻi?
What has been your favorite experience at PCC so far?
Have you visited any of the island villages today?
What are you looking forward to most tonight?
During the Conversation
Listen to the guest’s response instead of immediately jumping to another question. Use their answer to continue the conversation naturally.
For example:
Guest: “We’re visiting from California.”
Server: “Welcome! Is this your first time visiting Hawaiʻi?”
Note: The goal is a real conversation, not an interview.
Remember Your Role
Stay aware of your assigned area while interacting with guests. Be friendly and present, but continue monitoring tables and responding to service needs.
See It in Action
[Insert the Art of Guest Rapport video here.]
Protect the Guest Experience
During specific parts of the ONIPAʻA show, servers should remain outside the guest area and pause non-urgent service. These moments are short and are intended to be experienced without unnecessary distractions.
Protected Show Moments
Imu Pig Ceremony
From the host’s introduction through the Pig Ceremony until the imu is served on the buffet lines.
Mele Pule
For the entire Mele Pule.
Queen’s Entrance
From “E Kū i Luna Kākou”, through the introduction of the Queen, until the dance is completed.
Kahiko Dance
From the moment the dancers shout “Onipaʻa” until the performance ends.
Queen’s Imprisonment
From the narration beginning with “after the death of her brother”, through the imprisonment scene, until the Queen exits the stage.
Kaulana Nā Pua — Last Dance
From the moment the boy dancers enter the stage until the music ends.
When You May Enter
Enter the guest area when immediate assistance is needed, including:
A guest signals for assistance · Accident or injury · Spill · Biohazard · Broken glass · Utensil or napkin request · Other immediate guest request
What Should Wait
The following non-urgent service tasks should wait until the protected show moment is finished:
Smoothie or water refills · Drink service · Dessert service · Bussing · Celebration plates
Server Standard
These protected parts of the show generally last only 2–3 minutes. Stay alert and ready to assist with immediate needs, but allow non-urgent service tasks to wait until the performance segment is complete.
See It in Action
[Insert your During Operation video here.]
End the Experience With Aloha
The final interaction can be just as important as the first greeting. Before guests leave, check that they have everything they need, thank them sincerely, and help end their luau experience on a positive note.
Before the Guest Leaves
Check in with the table and make sure there are no final requests.
Invite guests to share feedback about their experience when appropriate.
Thank them for spending their evening with us.
Give directions or assistance if they are continuing to another PCC experience.
Suggested Farewell
“Mahalo for joining us tonight! We hope you enjoyed your luau experience. Thank you for spending your evening with us, and we hope you enjoy the rest of your time at PCC.”
The Last Impression
Welcome with aloha. Serve with purpose. Farewell with gratitude.
See It in Action
[Insert the Feedback & Farewells video here.]
Check Your Assignment
Review the assignment board and confirm your closing responsibility before beginning.
Complete Your Area
Finish the entire closing assignment for your designated area. Make sure all required cleaning, resetting, and organization tasks are completed.
Final Area Check
Before leaving your assigned area, check your work and make sure nothing has been missed.
Ask Your Lead to Inspect
Note: Do not leave your area without asking your lead to double-check the completed assignment.
Closing Flow
Check Assignment → Complete Task → Inspect Your Area → Ask Lead to Double-Check → Leave When Cleared
See It in Action
[Insert the Closing Assignments video here.]
Use the maps below to become familiar with the layout and assigned areas of each luau venue.Hale Aloha Area Map
Magic Memories Photo
Magic Memories photographers usually visit the dining area to take photos of guests during the luau. If guests are looking for the photo team or photo viewing area, direct them based on the venue.
Hale Ohana
After guests scan their tickets and enter the venue, the Magic Memories area is located on the right side near the entrance. Availability is limited, generally around 6:15 PM, so guests should be directed there as early as possible.
Hale Aloha
After guests scan their tickets and enter the venue, the Magic Memories area is located on the left side near the tent.
Photo Options
Free Digital Copy
Guests can access the free digital copy by scanning the QR code provided and entering their email address. The free digital option includes one available background.
Photo Package — $49.21
Includes one large print, four smaller prints, and access to six different backgrounds online.
Frame — $7.00
A photo frame may be purchased separately.
Note for Servers: Photographers normally come into the dining area, but guests who are looking for them can be directed to the venue-specific locations above. Magic Memories availability may be limited, so avoid promising that photographers will still be available at a specific time.
For more information, visit the Magic Memories page.
Hale AlohaThe designated smoking area is past the restroom near the Samoa Village, across from the venue entrance and beside the Electrical Room.
Onipa'a is a reenactment and tribute to Hawaiʻi’s last reigning monarch and only queen regnant, Liliʻuokalani. The show shares stories from her life through her words, songs, and original compositions.Queen Liliʻuokalani died on November 11, 1917.
Guests can purchase tickets at Reservations and Ticketing in the Welcome Center. The prices shown below include taxes.
Overview
As brand ambassadors of Dining Services, every server represents the standard of service at the luau. The way you speak, act, smile, and move should reflect professionalism, respect, and aloha.
Every guest interaction is an opportunity to leave a positive impression and help create a memorable cultural experience.
You Are a Storyteller
At the luau, servers are not just bussing plates. You are part of a fully immersive cultural event surrounded by performances, music, fire torches, and storytelling. Every action should support the atmosphere and honor the presentation.
Training Sections
Prep & Opening Assignments
Mastering the Greeting
Art of Guest Rapport
During Operation
Feedback & Farewells
Closing Assignments
[insert video of expectations]
Prayer Meeting
Please attend the prayer meeting on time and with a positive attitude. Prayer meeting begins at 4:05 PM for both luau venues.
Check Your Assignment
Opening assignments are usually shared through an Excel sheet in the team Messenger group. Check the latest assignment sheet and confirm your assigned area and opening responsibilities before beginning preparation.
Prepare Your Area
Prepare your buckets and cleaning materials, then inspect your assigned area.
Check the tables, condiments, taro baskets, decanters, and Supers table items, if assigned.
Make sure each table has the required utensils, plates, and glasses. Check that tables and chairs are clean and free of dust, and wipe them down when necessary.
Walk through your assigned area and make sure the grass and surrounding areas are clean and free of trash.
Final Readiness Check
Before heading to the main entrance, make one final check:
Table Set → Condiments Ready → Utensils, Plates & Glasses Complete → Tables & Chairs Clean → Ground Area Clear
4:25 PM: Ready to Welcome
All preparation should be completed before the venue opens. By 4:25 PM, go to the main entrance and be ready to welcome guests with enthusiasm.
Opening Flow
Prayer Meeting → Check Assignment → Prepare Area → Final Check → Ready at Main Entrance
See It in Action
[Insert Opening Assignment video here]
Welcome With Aloha
The greeting is the beginning of the guest’s luau experience. Welcome guests warmly, speak clearly, and introduce yourself with confidence.
Hawaiian Greeting
Aloha kākou (or kāua).
ʻO ______ koʻu inoa.
No ______ mai au.
Mahalo no ka hui ʻana.
English
Hello everyone.
My name is ______.
I am from ______.
We are thankful for you being here.
Delivery Standard
Make eye contact, smile naturally, and speak at a comfortable pace. The goal is to welcome guests sincerely rather than make the greeting sound memorized.
See It in Action
[Mastering the video insert here]
Create a Genuine Connection
Guest rapport is about creating a warm and memorable connection while continuing to provide attentive service. Be curious, listen to the guest, and allow the conversation to happen naturally.
Simple Ways to Start a Conversation
Where are you visiting from?
Is this your first time in Hawaiʻi?
What has been your favorite experience at PCC so far?
Have you visited any of the island villages today?
What are you looking forward to most tonight?
During the Conversation
Listen to the guest’s response instead of immediately jumping to another question. Use their answer to continue the conversation naturally.
For example:
Guest: “We’re visiting from California.”
Server: “Welcome! Is this your first time visiting Hawaiʻi?”
Note: The goal is a real conversation, not an interview.
Remember Your Role
Stay aware of your assigned area while interacting with guests. Be friendly and present, but continue monitoring tables and responding to service needs.
See It in Action
[Insert the Art of Guest Rapport video here.]
Protect the Guest Experience
During specific parts of the ONIPAʻA show, servers should remain outside the guest area and pause non-urgent service. These moments are short and are intended to be experienced without unnecessary distractions.
Protected Show Moments
Imu Pig Ceremony
From the host’s introduction through the Pig Ceremony until the imu is served on the buffet lines.
Mele Pule
For the entire Mele Pule.
Queen’s Entrance
From “E Kū i Luna Kākou”, through the introduction of the Queen, until the dance is completed.
Kahiko Dance
From the moment the dancers shout “Onipaʻa” until the performance ends.
Queen’s Imprisonment
From the narration beginning with “after the death of her brother”, through the imprisonment scene, until the Queen exits the stage.
Kaulana Nā Pua — Last Dance
From the moment the boy dancers enter the stage until the music ends.
When You May Enter
Enter the guest area when immediate assistance is needed, including:
A guest signals for assistance · Accident or injury · Spill · Biohazard · Broken glass · Utensil or napkin request · Other immediate guest request
What Should Wait
The following non-urgent service tasks should wait until the protected show moment is finished:
Smoothie or water refills · Drink service · Dessert service · Bussing · Celebration plates
Server Standard
These protected parts of the show generally last only 2–3 minutes. Stay alert and ready to assist with immediate needs, but allow non-urgent service tasks to wait until the performance segment is complete.
See It in Action
[Insert your During Operation video here.]
End the Experience With Aloha
The final interaction can be just as important as the first greeting. Before guests leave, check that they have everything they need, thank them sincerely, and help end their luau experience on a positive note.
Before the Guest Leaves
Check in with the table and make sure there are no final requests.
Invite guests to share feedback about their experience when appropriate.
Thank them for spending their evening with us.
Give directions or assistance if they are continuing to another PCC experience.
Suggested Farewell
“Mahalo for joining us tonight! We hope you enjoyed your luau experience. Thank you for spending your evening with us, and we hope you enjoy the rest of your time at PCC.”
The Last Impression
Welcome with aloha. Serve with purpose. Farewell with gratitude.
See It in Action
[Insert the Feedback & Farewells video here.]
Check Your Assignment
Review the assignment board and confirm your closing responsibility before beginning.
Complete Your Area
Finish the entire closing assignment for your designated area. Make sure all required cleaning, resetting, and organization tasks are completed.
Final Area Check
Before leaving your assigned area, check your work and make sure nothing has been missed.
Ask Your Lead to Inspect
Note: Do not leave your area without asking your lead to double-check the completed assignment.
Closing Flow
Check Assignment → Complete Task → Inspect Your Area → Ask Lead to Double-Check → Leave When Cleared
See It in Action
[Insert the Closing Assignments video here.]
Use the maps below to become familiar with the layout and assigned areas of each luau venue.Ohana Area Map
Magic Memories Photo
Magic Memories photographers usually visit the dining area to take photos of guests during the luau. If guests are looking for the photo team or photo viewing area, direct them based on the venue.
Hale Ohana
After guests scan their tickets and enter the venue, the Magic Memories area is located on the right side near the entrance. Availability is limited, generally around 6:15 PM, so guests should be directed there as early as possible.
Hale Aloha
After guests scan their tickets and enter the venue, the Magic Memories area is located on the left side near the tent.
Photo Options
Free Digital Copy
Guests can access the free digital copy by scanning the QR code provided and entering their email address. The free digital option includes one available background.
Photo Package — $49.21
Includes one large print, four smaller prints, and access to six different backgrounds online.
Frame — $7.00
A photo frame may be purchased separately.
Note for Servers: Photographers normally come into the dining area, but guests who are looking for them can be directed to the venue-specific locations above. Magic Memories availability may be limited, so avoid promising that photographers will still be available at a specific time.
For more information, visit the Magic Memories page.
Hale OhanaThe designated smoking area is located at the left corner on the Kahuku side, behind the venue.Put the two smoking-area photos directly below their respective descriptions.
ONIPAʻA is a reenactment and tribute to Hawaiʻi’s last reigning monarch and only queen regnant, Liliʻuokalani. The show shares stories from her life through her words, songs, and original compositions.Queen Liliʻuokalani died on November 11, 1917.
Guests can purchase tickets at Reservations and Ticketing in the Welcome Center. The prices shown in the training material include taxes.
Linemen
Training
-Sharpening
- Handling
-Cutting
-Cleaning
Demonstration
Assessment
Certification
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 Aloha
Our 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 Standard
Every 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 — Coupons
Your 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 Area
Servers 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 Attentive
Guest 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 Connect
When 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 Reminders
Smile 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 Flow
7:00 PM — Inform Remaining Guests
If 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 Only
Servers may make their plate only in the designated back area during this time.
Finish Bussing All Tables
Complete all table bussing before moving on to sweeping, mopping, or other closing duties.
Return Your Cart & Bins
After 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 Task
Finish the entire closing assignment for your designated area. Do not leave tasks incomplete.
Report to Your Lead
Once the assignment is complete, inform the lead that you are finished.
Clock Out Immediately
After 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.
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 Puletasi ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Puletasi 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.
Gateway Buffet: 4:15 PM - 8:00 PMPrayer Meeting starts at 4:20 PM
Cart ManagementRags (2)GlovesSanitizing SolutionTrash BagBlack Bins (4)Side Bin for NapkinsLinen/ClothPaper Towel*
Server arrived on time and attended the prayer meeting. (0 or 5)The server checks on his/her cart to ensure the following: (0-5)
1. Trash bag2. Sanitizing Spray3. Bins4. Rags (Towel)5. GlovesReserved the cart with trash bags on the side with no phones on the cart. (0 or 5)The server is not using his/her phone during operation hours. (0 or 5)The server checks if they can help garnish the lines before the restaurant opens or help set up the area. The server checks his/her area for cleanliness before the beginning of the operations. (0 or 5)Servers are ready to greet the guests by the front door at 4:29 pm. (0 or 5)
Servers should not lean on the door and must look ready while waiting for guests. (0-5)0 - Leans on the door and does not appear ready for guests.3 - Needs to be reminded often, and gets distracted with co-servers.5 - Professionally stand by the door and ready to take the guest.Server was able to: (0-5)1. Uses shaka appropriately with above the head level.2. Leads the guests exactly where the greeters inform them to be seated.3. Ensure that the server is not walking too fast and does not leave the guest too far behind.4. The server ensures the table is reserved by changing the utensil position and removes extra silverware and place it on the designated cart (not own cleaning cart)5. Gets a new silverware after seating the guest in a newly bussed table.The server introduces his/herself using the correct script, which informs the server’s name, the country where he/she is from, and the instructions: (0 or 5)This is a Self-service restaurantDrinking Station and Buffet line: You can start eating whenever you like, the Buffet line is divided into categories. Drinking stations are on both sides of the building.Allergy Script: If you have any allergies to any food, you may scan the QR code for the list of food that you can have depending on your allergy diet.Instruction for the restroom: Restrooms are located across the building, with ladies are to the left and gents to the right. Make sure to get stamped on your way out.Instruction for the robots: Kindly avoid touching robots and placing your dishes in them. Our servers will collect your dish on your table.CouponsThe server smile throughout the shift: (0 or 5) 0- Does not smile at all 2- Does not smile as often 5- Smile throughout the shiftCART MANAGEMENT 1/2 (0-5)1 - The server makes sure that they are not scraping in their bins.1 - Dishes do not go above the rim.1 - Keeps the linen covering the cart at all times1 - Trash bags are tied on the cart with flaps closed.1 - The server also segregates plastic and paper wastes from food waste.CART MANAGEMENT 2/2 (0 or 5)1 - Ensures the bin is not overfilled before placing it in the robot while filling it with bins from bottom to top.1 - Proper segregation of utensils, plates, cups, ramekins, and panacotta1- The server is bussing tables and cleaning tables on a timely basis. While covering spray bottles especially when there are still guests around1 - Plates are not piling up in your area in at least 5 tables.1 - Wipes shakers, chairs, corners of the table, throws the menu, and checks the floor.Servers stay for only 1-2 minutes at the front while waiting for guests. If there are no guests, they should be in their respective areas. (0 or 5)Servers check the front for guests to seat from time to time especially during peak hours. (0-5)0 - Doesn’t help seat3 - Help seat guests but not proactively5 - Proactively check the front for guests and help seatServers should only talk to the guests for 1-2 minutes as much as possible. (0-5)0 - Talked to guests for quite a while (multiple times)3 - Talked to guests for over 5 minutes5 - Made sure that guests interaction are within the limit and checks the area/front from time to time.Servers are not wearing gloves while waiting at the door or seating guests. (0 or 5)The servers are not taking the dirty plates to other tables as they talk to the guests. (0 or 5)The server was able to inform the guest about the survey that was mailed by PCC. (0 or 5)0 - The server did not mention it.5 - Server was able to proactively mention it throughout the operation
Note: These are guides and doesn’t necessarily require to memorize word per word.“Mahalo, ‘Ohana! We thank you for dining with us tonight. Please scan the QR code for a quick survey--we’d love to hear about your experience: the food, your server and everything overall. If you truly enjoyed your visit, we’d greatly appreciate a 9 or 10 rating. This survey will only take 2-3 minutes of your time.”“You will also receive an email in about a week asking about your overall PCC experience. Mahalo for dining with us.”
Servers are proactive in informing the guests that the line is closing at 7:00 pm when guests are still hanging around after closing time. (0 or 5)The server makes plate only at the back area from 7:05 pm to 7:20 pm only. (0 or 5)The servers make sure that their carts are brought to the back after they’re done bussing ALL tables. (0 or 5)0 - Server proceeds to sweep and mop their area before bringing the cart outside.5 - Brought the cart and bins outside after bussing the tables before doing the rest of the closing assignments.The server informs his/her lead when they are done with their closing assignments, then clocks out immediately. (0 or 5)Servers should finish all of their closing assignments. (0 or 5)0 - Did not do their closing assignments.3 - Did not finish all of their closing assignments.5 - Completed all of their closing assignments.Servers are not staying somewhere (clock out machine, shed, etc.) while waiting for the time to clock out. (0 or 5)
Total: 150
The subsections are intended ONLY for the convenience of working aroundIf the guest personally gave you the tip, then it means the guest is happy with your service. Take it.If the tip is left on the table, it means the guest is happy with the general experience at Gateway. Anyone who cleans the table can take it.If you are from another area, and you help CLEAN the ENTIRE TABLE, you can take the tip left on that table.
Keep in mind that the guests did not come all the way to Hawaii to chat with the servers.Introduce yourself and ask guests if they need assistance from time to time and show the guests that you are doing something while talking to them.DO NOT overstay. Some guests are just polite and does not know how to stop being too friendly Buss the table while talking so that they know you don't intend to stay too long in the conversation.Watch out for other tables to check if plates are starting to pile up.You can talk to the guest for about 1 to 2 minutes
Follow-up question:How much is it just for Gateway buffet only?
In front of Welcome Center, by the parking lot.Between Ukulele Experience and women’s restroom.
The overall architectural style is reminiscent of Samoan house "Fale", the same style as the way "Samoan Village" in the center was built.
Linemen
Training
-Sharpening
- Handling
-Cutting
-Cleaning
Demonstration
Assessment
Certification
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.
Opening (2:00pm-2:05pm)
All workers should be in their complete uniform before clocking in.
Get the cart key and check the cart.
During Operation (2:05 pm-8:20pm)
Send Gateway, Aloha and Ohana cold units at 2:00pm.
Send the fruit decorations at 2:15pm.
Check the Garnishes for the venues; deliver them with Bakery Units
Start sending out Gateway hot units at 3:30pm.
Check and send Ohana Hot Units by 3:50pm.
Check and send Aloha Hot Units by 3:50pm.
Check the Aloha smoothie and send by 4:00pm.
Check Ohana smoothie and send by 4:00pm.
Make sure that Ohana has 1 pan of fries and 1 pan of pig skin.
Make sure that Aloha has their 1 pan of fries and 1 pan of pig skin.
Take kitchen trash.
Help get necessary orders between venues and the kitchen.
Collect empty pans and return them timely to the kitchen.
Return empty units from venues to the kitchen.
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 (8:20 pm-8:30 pm)
Collect slop bins (3/4 full), trash (if trash is too heavy, need to report), and plates from all the venues.
Bring back food (Aloha Harvest Food) to the production team.
Take all venues’ trash where they belong.
If everything is done before 8:00 pm, go help take the kitchen trash.
Put back the cart key to where it is supposed to be.
Let the supervisor know when you finish before clocking out at 8:30pm.
Opening (6:00am-6:20am)
All workers should be in their complete uniform before clocking in.
Attend the prayer meeting at 6:00am in the laundry room.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Get all the tools, chemicals, equipment needed.
During Operation (6:20am-9:30am)
Assignment 1: Clean the Men and Women bathrooms
Scrub and clean all toilets
If needed, replenish each stall with 2 toilet paper rolls
Take out and replace the trash bags in all the stalls
Clean the stall walls and door knobs
Clean all the mirrors
Clean all the sinks
Replenish the hand washing soap
Replenish the paper towels
Sweep up all trash on the floor
If needed, change the trash bags in the trash bins on both bathrooms
Mop the floor on both bathrooms
Assignment 2: Dump the oil
This is done every Monday, Wednesday, and Friday
Always have two people do this assignment
DO NOT SPILL OIL! If you spill oil, make sure you clean it up quickly, with soap and hot water.
Assignment 3: Take all plates to the restaurants
Always have two people do this assignment
Have a licensed driver drive the cart
Assignment 4: Clean and maintain all handwashing sinks in the kitchen
Clean the sinks and wipe them.
Replenish paper towels and hand washing soaps.
Assignment 5: Set up brunch in the control room
Set up food lines
Place needed utensils for the food line
Need plates, bowls and plastic utensils.
At 9:30am, take out the food.
Assignment 6: Clean and maintain the office
Replace the trash bags in the bins.
Vacuum carpeted area of the office
Sweep all rubbish on the floor
Wipe all the windows, both in and out of the office
Assignment 7: Clean the entrance to the kitchen
Sweep up the trash on the stairwell.
Wipe down the stairwell railings
Clean the drinking fountain
Sweep up all the trash and then mop the floor.
Closing (9:30am-9:45am)
Bring back all tools, chemicals, and equipment on the shelves.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (6:00am-6:20am)
All workers should be in their complete uniform before clocking in.
Attend the prayer meeting at 6:00am in the laundry room.
Wear boots, apron, hairnet, and gloves.
Check assignments.
Get the tools, chemicals and machines needed.
During Operation (6:20am-9:30am)
Assignment 1: Clean the floors
Use the blower to gather the trash
Sweep all the trash
Use the machine to clean the floors
Every 3 months we do the polishing of the floors
Empty out dirty water and clean machine
Assignment 2: Clean and wipe down all the lines
Wipe all the glass on the lines
Wipe down the counter tops of the lines
Assignment 3: Wipe all the tables
Use a rag to clean all the tables
Wipe all the chairs as well
Assignment 4: Polish the doors of the hot and cold units
Use a rag to clean the units
Clean both sides, front and back doors
Clean inside and outside
Assignment 5: Clean outside under the terrace and garden
Use the blower to gather trash, then sweep it up
Clean all the tables
Assignment 6: Check and clean all the drains
Should check four drains at the back and front area.
Assignment 7: Vacuum all carpet areas
Use vacuum in Grace’s office
Make sure to put it back when assignment is completed
Assignment 8: Mop under all the chairs and tables
Mop in areas that the machine did not reach/cleaned
Closing (9:30am-9:45am)
Make sure everything is done and completed.
Bring back all the chemicals, equipment and tools in the designated areas.
Take all used rags to the laundry room.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (7:00am-7:10am)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Get all the tools, chemicals, equipment needed.
During Operation (7:10am-10:30am)
Assignment 1: Use blower to gather all the trash
Always do this first
Sweep up all the gathered trash
Assignment 2: Clean all the lines
Wipe down the glass
Clean the countertops of the lines
Assignment 3: Wipe down all tables and chairs
While doing this assignment, pull out the chairs
Clean all chairs.
Assignment 4: Polish all the silver doors
Use a rag to polish all the silver doors
Polish both the front and back sides of the doors
Assignment 5: Wipe down all the hand sanitizers
Clean from top to bottom
Assignment 6: Mop the floors
Every 3 months floors need to be thoroughly jet sprayed.
Closing (10:30am-10:45am)
Bring back all tools, chemicals, and equipment on the shelves.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (7:00am-7:10am)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Get all the tools, chemicals, equipment needed.
During Operation (7:10am-10:30am)
Assignment 1: Use blower to gather all the trash
Always do this first
Sweep up all the gathered trash
Assignment 2: Clean office area
Sweep any trash on the floor
Change all the trash bins (as needed)
Wipe down the table in the conference room
Sweep the floor in the conference room
Wipe all the glass windows inside and out
Vacuum the floor in the President’s office (if unlocked)
Vacuum all the carpets in the office
Assignment 3: wipe down all the tables and chairs
While doing this assignment, put out the chairs
Check chairs to see if cleaning is needed
Assignment 4: Clean all the lines
Wipe down the glass
Clean the countertops of the lines
Assignment 5: Wipe down all the hand sanitizers
Clean from top to down
Assignment 6: Wipe down all the white fences
Assignment 7: Mop the floors
Should be the last assignment for the area
Jet spray floors with Scrubber weekly.
Closing (10:30am-10:45am)
Bring back all tools, chemicals, and equipment on the shelves.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (6:00pm-6:10pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear apron, hairnet, and gloves.
Get all the tools, chemicals, equipment needed.
During Operation (6:10pm-9:30pm)
Proceed to the laundry room at 6:30pm for the prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
Area 1
Under the Hood: Cooks’ Area
Flat top
Grill
Stovetop
Fryers
Combis
Floors
Under the Hood: Bakery Area
Combis
Oven
Large Mixers
Change trash bags as needed
Area 2
Wash and clean all racks
Clean and maintain control room
Wash 3 handwashing sinks
Replenish paper towels and hand washing soaps in the kitchen as needed
Area 3
FIRST: Empty oil bins nightly then rinse
Chill Area: Chill 1,2,3
Chill 1: Polish 2 fridge, sweep and mop
All light switches wiped down
Behind the grill wipe and polish
Wash and wipe down all chill doors
Sweep and mop inside chill area
Area 4
Polish all hot and cold units (outside)
Wash all hot and cold units (inside) (Every Tuesdays and Saturdays)
Scrub all white pipes under sinks
Combine slop bins and put on pallets (3/4 full for slop bins)
Rinse slop bins and stack at the designated area
Empty trash bins, rinse, and stack in the designated area.
Clean and maintain outside the cart area.
Closing (9:30 pm-9:45 pm)
Bring back all tools, chemicals, and equipment on the shelves.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots and wash hands before proceeding to the area.
Check assignments for the day.
Wear an apron, hairnet, and gloves.
OPENING (Specific) (4:35pm-4:40pm)
Check if there are available scrubbers.
Check if there is enough dishwashing soap. If not, check the control room and replace as needed.
During Operation (4:40pm-9:00pm)
Fill the three-hole sink with hot water (135 degree) and soap.
Take pots and pans from the scraping table and soak them in the sinks.
Scrub the pots and pans with metallic scrubbers and put them on the loading table.
Drain sink and refill it with soap and water as needed.
Bowls, crocks, and all items that do not need scrubbing can be sprayed in the spraying table.
Proceed to the lounge or laundry room for the prayer meeting at 6:30pm.
After the prayer meeting, return to the area and finish assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Check for additional assignments (cleaning assignments).
Make sure everything is scrubbed.
Clean the scrubbers and scrapers and put them back in the buckets.
Help in cleaning the floor.
Turn off the faucet when done with the hose and make sure to roll and hang it back.
Put back boots on the shelves and make sure they are organized.
If there is anything you see that is broken or needs to be fixed, report to your supervisor.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Check if there are available scrapers, two 32-gallon green bins for the slops and one 32-gallon gray trash bin for food items.
If there is nothing to scrape in the table, check Gateway or the cooks’ area.
During Operation (4:40pm-9:00pm)
Scrape pots and pans and put them on the table for the scrubbers.
Take the tablecloth to the laundry room.
Proceed to the laundry room at 6:30pm for a prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Check for additional assignments.
Make sure everything is scrapped.
Put the scrappers back in the units at the back of the kitchen after cleaning.
Clean the scraping table and put it on the side.
Help in cleaning the floor.
Turn off the faucet when done with the hose and make sure to roll it back.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Check the trays and organize them.
Make sure there is detergent and rinse-aid. If not, check the control room and replace them.
During Operation (4:40pm-9:00pm)
Load the pots and pans in the medium machine.
If it stops, open the doors and check if something is stuck.
Proceed to the laundry room at 6:30pm for prayer meeting.
Return to the area after prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Make sure everything is loaded in the machine.
Check for additional assignments.
Clean the loading table and put it on the side.
Help in cleaning the floor.
Turn off the faucet when done with the hose and make sure to roll and hang it back.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Check the shelves and organize as needed.
Wipe the shelves with towels.
During Operation (4:40pm-9:00pm)
Collect the dishes, pots and pans from the medium machine and put them where they need to be on the shelves and in the bins.
Proceed to the laundry room at 6:30pm for a prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Make sure everything is collected from the machine.
Check for additional assignments.
Clean the loading table and put it on the side.
Help in cleaning the floor.
Turn off the faucet when done with the hose and make sure to roll it back.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Check the DW machine and make sure the filters are correctly put inside the machine and the drain valves are shut.
Make sure it is filled with water and the two red lights are on.
Get the long pans, plates, and white containers to be loaded.
Make sure there is detergent and rinse-aid. If not, check the control room and replace them.
During Operation (4:40pm-9:00pm)
Load the long pans, plates and white containers in the big machine. Spray and scrub the white containers as needed before loading them in the machine.
If there is nothing to load, check for long pans or plates from Gateway.
Always prioritize loading the plates. The black bins should always go last. If there are still plates in Gateway or long pans in the trough, do not start loading the bins yet.
If there are no plates or pans, wash the mixing bowls from the bakery and put them in the control room.
Proceed to the laundry room at 6:30pm for a prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Make sure everything is loaded in the machine. Ask runners or the scrapers from Gateway to make sure everything was brought in the kitchen. Check with the scrapers and scrubbers if there are more long pans.
Turn off the machine and open the drain valves.
Clean the big machine. Take the basket, filters and curtains out and clean them with soap and water.
Scrub the inside and outside walls of the machine and spray them with water.
Clean the inside part of the machine. Make sure it is free of food scraps.
Help in cleaning the floor.
Turn off the faucet when done with the hose and make sure to roll it back.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Check the shelves and organize as needed.
Wipe the shelves with towels.
During Operation (4:40pm-9:00pm)
Collect long pans and containers from the DW machine and put them where they need to be on the shelves.
Clean the carts for plates with soap and water before putting the collected clean plates inside, then push them on the designated area in the kitchen when full.
When plates or anything from the machine fall on the floor or if there are food scraps on them, give them back to the one who is loading the machine to be loaded again.
Proceed to the laundry room at 6:30pm for a prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Make sure everything is collected from the machine.
Check for additional assignments.
Help in cleaning the machine and the floor.
Turn off the faucet when done with the hose and make sure to roll it back.
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (General) (4:30pm-4:35pm)
All workers should be in their complete uniform before clocking in.
Wear boots as they enter the kitchen.
Check assignments.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and gloves.
Opening (Specific) (4:35pm-4:40pm)
Make sure the Trough is filled with soap and water.
Soak the long pans inside the sink.
Check with the scrapers if there are more long pans that are needed to be soaked.
Fill a bucket with dishwashing soap and water and get a metal scrubber.
Use a big cart for the scrubbed long pans.
During Operation (4:40pm-9:00pm)
Scrub long pans and make sure they are free of food scraps or stains.
Spray the long pans with water before taking them to the flight dishwashing machine.
Clean pig boards properly. Make sure they are free of oil and meat. After cleaning them, take them to the designated area inside the control room.
Help scrubbers when they are done with long pans early.
Proceed to the laundry room at 6:30pm for a prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
When done with your assignments, check and help other areas.
Closing (9:00pm-9:15pm)
Make sure all long pans are scrubbed and cleaned properly.
Check for additional assignments.
Clean the trough and the table beside it with soap and water when assigned to do so. Make sure they are free of oil and food scraps.
Help in cleaning the floor (sweep with a broom, squeegee, or spray as needed).
Put back boots on the shelves and make sure they are organized.
Report to supervisor after closing assignments are done and clock out.
Opening (12:30pm-1:00pm)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, cut-resistant gloves, and plastic gloves.
Clean the work table and sink with soap, and afterwards sanitize with solution and rinse well.
Put a towel on the drain to prevent the water from draining, and fill the sink with cold water.
If there are no pineapples yet, check with the warehouse.
Get long pans and cutting boards from the Dishwashing Area. Get knives from the cold unit.
Put a wet towel under the cutting boards so they will stay in place.
Get the two blue bins and one white bin from the Control Room.
During Operation (1:00pm-2:15pm)
Soak pineapples in the sink.
Cut the pineapple top diagonally.
Cut off the top of the pineapple by 1 ½ inches from the top.
Make a V-shaped cut at the bottom of the diagonal for the bamboo straw.
Put it in the long pans/trays and arrange them 5x3 or 15 pineapples in one tray.
Put the pineapple tops in the designated blue bins.
Load more pineapples in the sink when needed and organize the crates.
Make sure to only fill the trash bags half full and put them in the designated area for collection.
Closing (2:15pm-2:30pm)
Put the pineapple tops in the designated blue bins.
Clean all knives and put them in the cold unit.
Take cutting boards to the dishwashing area.
Arrange the pineapple boxes on the big metal carts ready for the warehouse to pick up.
Clean & Sweep floor with a broom and squeegee.
Take back all cleaning materials outside.
Opening (12:30pm-1:00pm)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and long gloves.
Wear the longer apron on top of the white one.
Clean the racks with warm water.
Prepare the punchers.
Get 41 long pans from the Dishwashing Area.
During Operation (1:00pm-2:15pm)
Punch the pineapples and leave at least 1 ½ inches from the bottom.
Twist the puncher to get the meat and then pull it.
Put the pineapple meat in the white bin.
Put the punched pineapples in a long pan (5x3).
Carry the tray and put it in the rack.
Closing (2:15pm-3:00pm)
Wash punchers thoroughly.
Prepare the punchers for tomorrow and install wires at the bottom.
Wrap the racks with plastic wrap and put them together on one side for the runner to pick up.
Opening (12:30pm-1:00pm)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and plastic gloves.
Make sure that the worktable is clean.
Check the chill or with the cooks and bakers on how much pineapple they need.
Take the needed pans from the Dishwashing Area (2”-deep pans for roasted pineapples and garnishes, 6”-deep pans for bakery, 4-quart containers and lids for cooks’ needs.
Get a speed rack for the prepared pans for roasted pineapples.
During Operation (1:00pm-4:00pm)
Get pineapple cores from the punchers.
Communicate with the cooks about the number of pans needed for the day for roasted pineapples. Mix brown sugar and cinnamon.
Ratio-1 pan= 5x3 halved pineapple cores + 1 cup brown sugar + 1 teaspoon of cinnamon powder
Cut thin half moon-shaped pineapple slices for Aloha and Ohana (2 pans with 4 rows of slices for Aloha and 1 pan with 3 rows of slices).
Cut pineapples for the Culinary Team (cubed & minced).
Cut 2 big pans (6-inch deep pans) of pineapple cubes for bakery.
Cut 2 4-quart full of medium diced pineapples for the cooks.
Fill 2 4-quart containers full of minced pineapple for the cooks.
Closing (4:00pm-4:30pm)
Clean the worktable and bring the cutting board and other used things in the Dishwashing Area.
Wash all the knives used during the operation.
Opening (2:30pm-3:00pm)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and plastic gloves.
Rinse the table and wipe it with a towel.
Take the blenders and ice scoopers from the shelves.
Set the blenders on the table, putting a towel under them to keep them in place.
During Operation (3:00pm-4:00pm)
Plug in the blenders.
Blend the mixes while gradually adding ice until it becomes a smoothie.
Pour the blended smoothie in the coolers.
Aloha- 3 full, 1 half
Ohana- 2 full
Closing (4:00pm-4:30pm)
Unplug the blenders.
Take the jars and ice scoopers to the dishwashing area to wash.
Wipe them and make sure they are dry before putting them back on the shelves.
Rinse and wipe the tables.
Attend prayer meeting.
Opening (2:30pm-3:00pm)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, and plastic gloves.
Clean the sink, put a towel on the drain to keep the water from draining and fill it with cold water.
Take out the mixes from the chill (9 boxes of piña colada mix and 2 ½ boxes of ice cream mix).
Soak them with cold water in the sink.
Smash the ice and put them in the coolers.
During Operation (3:00pm-4:00pm)
Mix 24 oz piña colada mix + 8 oz ice cream mix in each blender jar.
Throw away empty cartons in the trash bin and replace the bag when it is ¾ full.
Take the trash bags to the designated area in the kitchen.
Closing (4:00pm-4:30pm)
Rinse and wipe the tables.
Put the coolers on the side.
Attend prayer meeting.
Opening (15 minutes)
All workers should be in their proper uniform before clocking in.
Wear boots.
Wash hands before proceeding to the area.
Wear an apron, hairnet, plastic gloves, and cut resistant gloves.
Check assignments.
Clean the table, sanitize and rinse well.
Get knives from the unit, sharpen as needed.
Get cutting boards and containers needed from the dishwashing area.
Get the other proper tools as needed.
Wet a towel and put it under the cutting board to prevent it from moving.
During Operation (3 hours)
Do assignments assigned by the supervisor.
Use the Robot Coupe CL50 properly and safely.
Take back all food items in the designated area located in chill #2 after preparing the food items.
Put away all breakout in the shelves located in the dry area as assigned.
Proceed to the laundry room at 6:30pm for the prayer meeting.
Return to the area after the prayer meeting and finish all assignments.
Closing (30 minutes)
Take all dirty equipment, pots and pans to the dishwashing area.
Clean tabletops with soap, rinse and sanitize.
Sweep up all food particles and trash on the floor with a broom and dustpan.
Spray floors with water. Squeegee afterwards.
Help others or in the dishwashing area if you are done with your assignments early.
Take all trash bags to the designated area in the kitchen for the custodians to take to the dumpster.
Report to your leader before leaving.
Clock out as soon as you are done.
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.
Each Luau Guide role has specific duties and responsibilities that contribute to a smooth and organized guest arrival experience.ASK ME Assists guests with questions and concerns at the luau entrances and exits.Greeters Manage the guest list and welcome guests at the tent.Guides Escort guests to their respective luau venues.Welcome Person Receives guests at the Welcome Center and assists with inquiries and concerns.
The ASK ME role assists guests with questions and concerns about the islands, activities, shows, night show, restaurants, and general PCC information.From 4:15 PM to 6:40 PM, the assigned team member is positioned at either the entrance or exit of the luau venues.Must wear the ASK ME badge and bring the assigned flag.
Greeters manage the guest list and welcome guests at the tent.From 4:15 pm until 5:45 pmMust coordinate with the trainers about the guest listMakes sure that the tent’s closing are done before heading to their respective venues for closing assignments
Guides escort guests to their respective luau venues while providing the two main guest experiences.ScheduleFrom 4:15 PM to 5:45 PM.ResponsibilitiesEscort guests to the appropriate venue and provide the two main guest experiences during the journey. Complete the required tent closing duties before proceeding to the assigned venue for closing assignments.
The Welcome Person receives guests at the Welcome Center and assists with inquiries and concerns.ScheduleFrom 4:15 PM to 5:45 PM.ResponsibilitiesWear the ASK ME badge while on duty and remain at the assigned post throughout the scheduled assignment period.
Ali’i Luau: Hale Aloha & Hale OhanaVenues open at 4:30 PMWhat’s the difference between the two luaus?Hawaiian buffet style dinner; all you can eatServed with pina colada and a showOnipa’a (Steadfast) show about the first and only reigning monarch of Hawaii, Queen LiliuokalaniShow ends at 6:15 PM; they can stay until 6:30 PM inside the venueSuggest possible activities before the Night ShowAli’i Luau: Hale Aloha & Hale OhanaVenues open at 4:30 PMWhat’s the difference between the two luaus?Hawaiian buffet style dinner; all you can eatServed with pina colada and a showOnipa’a (Steadfast) show about the first and only reigning monarch of Hawaii, Queen LiliuokalaniShow ends at 6:15 PM; they can stay until 6:30 PM inside the venueSuggest possible activities before the Night Show
No accessories allowed except for engaged/marriedClipped nailsFor wahine: no nail polish/nail extensions allowedFor kane: No facial hairProper uniform at all timesID and language badge must always be worn
Purple DressHakuPearl NecklaceBlack or brown back-strapped sandalsPink Aloha ShirtBlack SuluBlack or brown black-strapped sandals
Hale Aloha | Hale OhanaPrepping at 3:30 PMOpening assignments at 4:00 PMPrayer Meeting at 4:05 PMOpens at 4:30 PMGateway BuffetOpening assignments at 4:15 PMPrayer Meeting at 4:20 PMOpens at 4:30 PMHukilau Lunch BuffetOpening assignments at 10:00 AMPrayer Meeting at 10:45 AMOpens at 11:00 AM
Charging station exists across all venuesLocking the DoorSelect an available locker box, plug in your mobile, close the locker box door.Set unique pin code by turning the rotating dices note the selected pin.Turn the nub 180 degrees anticlockwise to lock the doorBe sure to shuffle the rotating dices before leaving.Opening the DoorTurn the corresponding rotating dices to match your unique pin code.Turn the nub 180 degreesclockwise to unlock the doorOpen the locker box's door, unplug and retrieve the mobile phoneWHEN GUEST FORGOT THE CODE:Assist the guest by getting the key on top of the locket.Insert the key and scroll the code until it stops on a specific number.Once done, twist the key clockwise to unlock.
Services Offered:Scooter RentalsWheelchair RentalsStroller and Wagon RentalsLost and FoundFirst Aid and Security
PLEASE NOTE: This establishment accepts card payments only. Cash transactions will not be accommodated, so kindly ensure you have a valid debit or credit card available at the time of payment.
Guest can purchase the medicine in the retail stores such as the Ulu store, Goo's Plantation, and Ukulele Experience.Nearest from Ohana - Ulu storeNearest from Aloha & Gateway - Ukulele ExperienceNotes: Please be reminded that First Aid is no longer providing medicine to guests. In that case, they need to purchase medicine on their own in the retail stores. For any other emergency or injury, please direct the guest to first aid.
The nearest ATM located across the Pearl factory in Hukilau Marketplace.
Guests can purchase the ticket by the Ticketing Services by the Welcome Center.
Purchase the ticket by the Ticketing Services.
In front of Welcome Center, by the parking lot.Between Ukulele Experience and women’s restroom.
The overall architectural style is reminiscent of Samoan house "Fale", the same style as the way "Samoan Village" in the center was built.
This show is a reenactment of the life and a tribute to Hawaiʻi's last ruling monarch and only sovereign queen, Queen Liliʻuokalani. She is considered one of Hawaiʻi's finest composers, and we are proud to share the remarkable stories from Her Majesty's life, told through her own words, songs, and original compositions.Queen Liliuokalani died in November 11, 1917.
The smoking area is just past the restroom by the Samoa Village or across the entrance—specifically right beside the Electrical Room.The smoking area is located at the left corner (Kahuku Side) behind the venue.
A package includes one large print, four smaller prints with six different backgrounds available online. This costs $49.21.A frame costs $7.The free item is a digital copy that they can access by scanning the QR code provided and entering their email address. It has only one background available.
Passport to Polynesia is a guidebook for kids at the Polynesian Cultural CenterIt is a guide as you visit the islands, look for the passport signs or ask one of the locals. They would be happy to stamp the passport to show you've visited their "island"By collecting at least five stamps you'll get some cool rewards Prizes:A free Keiki Souvenir at Goo's Plantation Store. Show your completed Keiki Passport booklet to receive a free Keiki Adventurer Prize!FREE Kid's Dole Whip! (with purchase of adult size)Get 15% Off first purchase ONLINE at thehawaiistore.com. Use promo code: keiki15
South Canoe: 12:30 PM - 5:00 PMSouth to North Route (one way)North Canoe: 12:45 PM - 5:30 PMNorth to South Route (one way)Round to Trip Canoe: 5:00 PM - 5:30 PMDeparts from South Landing
Tour operate every 20 minutes from 3:00 - 6:40 pmTotal hour duration: 35 minutesTake a ride around the little town of Laie and through the campus of Brigham Young University - Hawaii. Then enjoy a 15 minute stop at the beautiful Laie Temple Grounds of the church of Jesus Christ of Latter-day Saints.
Hapa Home - Merchandise itemsGoo's Plantation - Merchandise itemsNona's Tropical Threads - Merchandise itemsTutu's Sweet Shop - Sweet snacksNa Hoku - Merchandise items, accessoriesBYUH Store - Merchandise items from BYUH
Jeri showtimes starts from 1:30 pm until 6:30 pm with a 30 minute interval for each show.This is a show about the history of fire knife competition wherein Jeri was an all-time defending champion who started doing fireknife at a young age.
This beautiful gallery showcases the achievements of the inductees and Polynesian football legends with plaques, photos, mementos, an interactive display, and a Wall of Honor.This museum is located right across Gateway Buffet, in the Welcome Center of PCC. It is open only until 7pm.
Welcome to Hukilau Lunch Buffet Training
This course will introduce you to our service standards, daily procedures, and the spirit of aloha that create an exceptional dining experience for every guest.
General Handbook
The Server is responsible for providing prompt, courteous, and efficient food and beverage service to guests while maintaining high standards of hospitality and professionalism. This position ensures accurate order delivery, assists guests with menu selections, and maintains cleanliness and organization within the dining area. The Server plays a key role in creating a positive dining experience while supporting overall service flow and adhering to established service standards.Opening Assignment:Put the Hukilau signage in their perspective location.Put two umbrellas in their perspective location.All the employees are expected to attend the prayer meeting every day.Put the Available/Occupied Cards on the Tables.Place the scanner, menus, and QR code for payment at the front.Scout the area, and make sure that there are chairs on all tables.Check your cart and make sure that the following are on your cart before operations: Linen to cover your cart, sanitizing spray, gloves, trash bags, 2 rags, and bins.Put the following on the table beside the Cold Lines: Pink Linen on the table, big and small paper plates, plastic utensils, napkins, chopsticks, salt and pepper, and toothpicks.Put a trash bin with trash bag beside the drinking station.Be ready to greet the guests at the entrance by 10:59am.During Operation: Greet and seat guests with enthusiasm! Make sure that all servers wait for the guests before walking. Clearly explain the instructions to the guests: Self Service Buffet, refer the Allergy information (QR code), Restroom and to get a stamp, Drinking Station, Ice Cream Station and inform guests to leave their plates on the table and you can take it. Ensure to provide coupon and coupon details.If there is 1 server at the front ready to seat guests, go back to your area. Don’t congregate. Do NOT overstay. (For more than 2 minutes, they will be called out).When seating 2 or more parties, make sure that we seat each party first and remind the first parties that you will come back to them for further instructions. After seating the final party, provide the instructions promptly and return to the other guests to give them instructions.Make sure that you keep your area clean by taking used gloves and picking up trash on a regular basis.When seating or standing in front of the entrance, servers should NOT be wearing gloves.Regularly check on the guests if they have any specific needs. Converse with them only to make them feel welcome and acknowledged, but do not stay longer than two minutes to give them time to eat and bond with their family members.Prompt bus plates and clear the tables. Politely ask if you could take plates, and other pieces of trash from each table. Ensure no piling plates.Make sure to wipe the tables, chairs, and salt and pepper containers thoroughly. They should not be sticky!Check the floor, as necessary, and sweep trash and leftover food from the floor.If the bins are almost full, make sure they do not go above the rim. Put the trash in the back and fill the bins from bottom to top.If you see guests putting plates in the trash, please remind them and take their plates.Make sure to move around the area and observe the guests for their needs. Avoid congregating with other workers except if you are asking for help for your guest and for the area.If you took bilingual restaurant instructions with you, make sure to put it back right after you seat the party.If you have a reserved table in your area, make sure to get the reservation cards and put it back on the greeter’s table no later than 12:30 pm.Closing Assignment: Before proceeding to your closing assignments, make sure that you check the tables from other areas. If there are still tables that need to be cleaned, be proactive and helpful.Make your plates as fast as possible. Follow the allotted time for you to make a plate and then proceed to your closing assignments. (1:00pm to 1:15pm)Carts should be taken back to the scraping area no later than 1:20 pm.Complete your assigned closing assignments: Return the Hukilau signage and umbrellas back to their original place for evening operation.Put the Available/Occupied Cards, and Menus/QR Code back to the Office.Charge the Scanner. Take a picture of it and send it to the group chat.In the Drinking Station, all condiments should be returned to the back, and the linens should be placed in the laundry.Wash your cart, trash bin. and high chairs. After you wash your cart, take back your sanitary spray, gloves, paper towel and trash bags. Do NOT leave it on the posts.Make sure that all tables and chairs are complete in their areas. Rearrange back to their original set-up. Clean tables and floor is clean in your area.Put back the coffee machines in Hauula Drinking Station and dump the leftover coffee.Put up the rope in the front.Report to your lead once you are done with all your closing assignments. Coordinate with the leaders. Leaders may ask them to help other areas until at least 1:43pm.
The Line Server (Lineman) is responsible for accurate, safe, and efficient meal assembly while maintaining food quality, proper portion control, timely replenishment of food items, verification of allergen restrictions, and overall cleanliness of the service line. This role plays a critical part in ensuring each guest receives safe, and appropriate food options prepared according to established standards.Hot LinesOpening Assignment:Attend prayer meeting.Make sure that all condiments, coffee cups, coffee lids, plastic cups, straws, and creamer are out on the drink station.Set up the three coffee machines, brew coffee accordingly. Get and refill the creamers from the fridge.Set up the Hot Unit pans/food. Finish setting up the line with tongs, spoons and menu stand.Prepare your cart with linen and grab gloves, red bucket with solution, pot holders/white cloth, sanitary spray, and paper towel if needed.During Operation:Refill food lines when pans are half full. Remember the FIFO method.Check for food and liquid spills in front and on the floor of the stations.Keep the assigned area clean (wipe and sweep the front and back of the line) all throughout operation.Interact with guests 50% of the time (smile, talk to the guest, use courteous words when addressing them). Recommend food and answer questions when necessary.By 12:30pm, close and wipe food warmers underneath and behind the lines.Closing Assignment:Make your plates as fast as possible. Follow the allotted time for you to make a plate and then proceed to your closing assignments. (1:00pm to 1:15pm)Return the following at the back: big and small plates, plastic utensils, napkins, chopsticks, salt and pepper, and toothpicks. Remove the linen and put in the laundry.Take the remaining food items and scrape it at the back.Wipe it dry and spray it with a sanitizing solution to clean your station.Use a squeegee to dry out the floor.Wipe down the sneeze guard.Clean the big, small tongs and ladles in the kitchen machine, then put them inside the fridge in Hauula.Cover the station with linen.Turn off the station lights after shift.Cold LinesOpening Assignment:Attend the prayer meeting.Prepare your cart with linen and grab gloves, red bucket with solution, pot holders/white cloth, sanitary spray, and paper towel if needed.Check your area for cleanliness.Check items that you can pre-refill.Put ice in the soda machines, using at least 5 buckets for each soda machine.Set up the Salad Bar and put in some Ice and Kales at 10:45am.During Operation:Refill food items, as soon as possible.Refill the paper plates, utensils, napkins when they run out.Answer guests’ questions about allergy information and recommend food according to their preferences.Refill ice if necessary.Check for food and liquid spills in front and on the floor of the stationAt 12:45pm, open faucets underneath and place buckets to catch the water to drain it. Throw the water in the drain behind the station.Closing Assignment:Make your plates as fast as possible. Follow the allotted time for you to make a plate and then proceed to your closing assignments. (1:00pem to 1:15pm)Take the remaining food items to the back at 1:20pm. Condiments from the salad bar should be scrape at the back.All fresh salads, dressing, and toss salad should be thrown out everyday.Every tuesdays and saturdays, all kales and food decorations should be thrown out.Take the linens off from the station and take them to the back for laundry sorting.Scoop up the remaining ice that didn’t drain and throw it outside into the drain near the scraping area.Wipe it dry and spray it with a sanitizing solution to clean it.Wipe down the sneeze guard.Cover the station with linen.Turn off the lights after shift.Ice CreamOpening Assignment:Set up the ice cream station. Make sure all of the following are there: cups, cones, plastic spoons, and napkins.Move the Ice Cream Station and Table to their perspective location.Put a trash bag with linen.Prepare your cart with linen and grab gloves, red bucket with solution, pot holders/white cloth, sanitary spray, and paper towel if needed.Prepare the scoopers with hot water.Put nozzles in the Drinking Station.Set up condiments in the Drinking Station.During Operation:Be proactive in changing gloves when scooping ice cream to avoid cross-contamination.Interact with guests 50% of the time (smile, talk to the guest, use courteous words when addressing them). Recommend ice cream flavor and answer questions when necessary.Closing Assignment:Clean Ice Cream Station. Make it neat for the Afternoon Setter to set for evening operation.Put back the Ice Cream Station and Table to the original position for evening operation.Wipe down the front and back (glass) of the Ice Cream.Sweep the floor and put away the trash.Wash the scoopers and the container, then return them to the chiller.Clean the Drinking Station and remove the nozzles by putting it in the red bucket with hot water.Remove all condiments in the Drinking Station and put the cup dispenser back in the hauula drinking station.Take out the trash in the drinking station and return the trash bin at the back.
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 10:59 PM
A clean and properly managed cart helps servers work efficiently, maintain cleanliness, and keep the dining area organized throughout operation.Keep Your Cart ReadyDO'sKeep 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.1 — Introduce Yourself“Aloha! My name is ________, and I’m from ________. I’ll be your server tonight.”2 — Explain the Dining Experience“Hukilau Lunch 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 outside the building near the Welcome Center. The women’s restroom is on the left and the men’s restroom is on the right.”5 — 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 Hukilau 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.Trip Advisor 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 Hukilau 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 Flow1:00 PM — Inform Remaining GuestsIf guests are still dining or walking around the buffet area, proactively let them know that the buffet line is closing.1:00–1:15 PMServers 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.
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 Puletasi ShirtBlack SuluBlack or brown black-strapped sandalsOptionalWatchAccessories (if engaged or married)Wahine (Women)UniformPink Puletasi 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.
Gateway Buffet: 4:15 PM - 8:00 PMPrayer Meeting starts at 4:20 PM
Cart ManagementRags (2)GlovesSanitizing SolutionTrash BagBlack Bins (4)Side Bin for NapkinsLinen/ClothPaper Towel*
Server arrived on time and attended the prayer meeting. (0 or 5)The server checks on his/her cart to ensure the following: (0-5)
1. Trash bag2. Sanitizing Spray3. Bins4. Rags (Towel)5. GlovesReserved the cart with trash bags on the side with no phones on the cart. (0 or 5)The server is not using his/her phone during operation hours. (0 or 5)The server checks if they can help garnish the lines before the restaurant opens or help set up the area. The server checks his/her area for cleanliness before the beginning of the operations. (0 or 5)Servers are ready to greet the guests by the front door at 4:29 pm. (0 or 5)
Servers should not lean on the door and must look ready while waiting for guests. (0-5)0 - Leans on the door and does not appear ready for guests.3 - Needs to be reminded often, and gets distracted with co-servers.5 - Professionally stand by the door and ready to take the guest.Server was able to: (0-5)1. Uses shaka appropriately with above the head level.2. Leads the guests exactly where the greeters inform them to be seated.3. Ensure that the server is not walking too fast and does not leave the guest too far behind.4. The server ensures the table is reserved by changing the utensil position and removes extra silverware and place it on the designated cart (not own cleaning cart)5. Gets a new silverware after seating the guest in a newly bussed table.The server introduces his/herself using the correct script, which informs the server’s name, the country where he/she is from, and the instructions: (0 or 5)This is a Self-service restaurantDrinking Station and Buffet line: You can start eating whenever you like, the Buffet line is divided into categories. Drinking stations are on both sides of the building.Allergy Script: If you have any allergies to any food, you may scan the QR code for the list of food that you can have depending on your allergy diet.Instruction for the restroom: Restrooms are located across the building, with ladies are to the left and gents to the right. Make sure to get stamped on your way out.Instruction for the robots: Kindly avoid touching robots and placing your dishes in them. Our servers will collect your dish on your table.CouponsThe server smile throughout the shift: (0 or 5) 0- Does not smile at all 2- Does not smile as often 5- Smile throughout the shiftCART MANAGEMENT 1/2 (0-5)1 - The server makes sure that they are not scraping in their bins.1 - Dishes do not go above the rim.1 - Keeps the linen covering the cart at all times1 - Trash bags are tied on the cart with flaps closed.1 - The server also segregates plastic and paper wastes from food waste.CART MANAGEMENT 2/2 (0 or 5)1 - Ensures the bin is not overfilled before placing it in the robot while filling it with bins from bottom to top.1 - Proper segregation of utensils, plates, cups, ramekins, and panacotta1- The server is bussing tables and cleaning tables on a timely basis. While covering spray bottles especially when there are still guests around1 - Plates are not piling up in your area in at least 5 tables.1 - Wipes shakers, chairs, corners of the table, throws the menu, and checks the floor.Servers stay for only 1-2 minutes at the front while waiting for guests. If there are no guests, they should be in their respective areas. (0 or 5)Servers check the front for guests to seat from time to time especially during peak hours. (0-5)0 - Doesn’t help seat3 - Help seat guests but not proactively5 - Proactively check the front for guests and help seatServers should only talk to the guests for 1-2 minutes as much as possible. (0-5)0 - Talked to guests for quite a while (multiple times)3 - Talked to guests for over 5 minutes5 - Made sure that guests interaction are within the limit and checks the area/front from time to time.Servers are not wearing gloves while waiting at the door or seating guests. (0 or 5)The servers are not taking the dirty plates to other tables as they talk to the guests. (0 or 5)The server was able to inform the guest about the survey that was mailed by PCC. (0 or 5)0 - The server did not mention it.5 - Server was able to proactively mention it throughout the operation
Note: These are guides and doesn’t necessarily require to memorize word per word.“Mahalo, ‘Ohana! We thank you for dining with us tonight. Please scan the QR code for a quick survey--we’d love to hear about your experience: the food, your server and everything overall. If you truly enjoyed your visit, we’d greatly appreciate a 9 or 10 rating. This survey will only take 2-3 minutes of your time.”“You will also receive an email in about a week asking about your overall PCC experience. Mahalo for dining with us.”
Servers are proactive in informing the guests that the line is closing at 7:00 pm when guests are still hanging around after closing time. (0 or 5)The server makes plate only at the back area from 7:05 pm to 7:20 pm only. (0 or 5)The servers make sure that their carts are brought to the back after they’re done bussing ALL tables. (0 or 5)0 - Server proceeds to sweep and mop their area before bringing the cart outside.5 - Brought the cart and bins outside after bussing the tables before doing the rest of the closing assignments.The server informs his/her lead when they are done with their closing assignments, then clocks out immediately. (0 or 5)Servers should finish all of their closing assignments. (0 or 5)0 - Did not do their closing assignments.3 - Did not finish all of their closing assignments.5 - Completed all of their closing assignments.Servers are not staying somewhere (clock out machine, shed, etc.) while waiting for the time to clock out. (0 or 5)
Total: 150
The subsections are intended ONLY for the convenience of working aroundIf the guest personally gave you the tip, then it means the guest is happy with your service. Take it.If the tip is left on the table, it means the guest is happy with the general experience at Gateway. Anyone who cleans the table can take it.If you are from another area, and you help CLEAN the ENTIRE TABLE, you can take the tip left on that table.
Keep in mind that the guests did not come all the way to Hawaii to chat with the servers.Introduce yourself and ask guests if they need assistance from time to time and show the guests that you are doing something while talking to them.DO NOT overstay. Some guests are just polite and does not know how to stop being too friendly Buss the table while talking so that they know you don't intend to stay too long in the conversation.Watch out for other tables to check if plates are starting to pile up.You can talk to the guest for about 1 to 2 minutes
Follow-up question:How much is it just for Gateway buffet only?
In front of Welcome Center, by the parking lot.Between Ukulele Experience and women’s restroom.
The overall architectural style is reminiscent of Samoan house "Fale", the same style as the way "Samoan Village" in the center was built.
Linemen
Training
-Sharpening
- Handling
-Cutting
-Cleaning
Demonstration
Assessment
Certification
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