Amerisports Bar & Grill

Server Trainer Manual

Kansas City, MO
A Boyd Gaming Property

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AMERISPORTS BAR & GRILL TRAINER MANUAL

Table of Contents

Welcome to Amerisports Bar &

Page 3
Grill

How to Use This Manual Page 4

About
Amerisports/Organizational Page 5
Chart
Training Day 1: Introduction &
Page 6
Orientation
Training Day 2: Menu
Knowledge & Service Flow – Page 9
Part 1
Training Day 3: Menu
Knowledge & Service Flow – Page 11
Part 2
Training Day 4: Food Running
Page 13
& Menu Enhancements
Training Day 5: Final Run-
Page 15
Through & Mock Service Prep

Steps of Service Checklist Page 17

Mock Service Grading Sheet Page 18

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Welcome to Amerisports Bar & Grill

Welcome to something bigger than just a job—welcome to Boyd Gaming,

Ameristar Casino & Hotel, and right here at the heart of it all, Amerisports
Bar & Grill. Boyd Gaming has been setting the standard in hospitality and
entertainment since 1975, building a legacy on integrity, service, and
community. That legacy lives strong at Ameristar Kansas City, a flagship
property known for its vibrant casino, upscale hotel, and dynamic dining
experiences. And within that energy, Amerisports brings the action to the
floor—where the food is made from scratch, the sports are always on, and
the vibe is electric. As a server here, you’re not just delivering food and
drinks—you’re delivering the experience that ties it all together. You
represent the strength of a national brand, the excitement of a top-tier
resort, and the personality of a high-impact sports bar. This is where it all
comes to life—where hospitality meets hustle, and every shift is your chance
to shine.

This trainer’s manual is your roadmap to becoming part of something greater

than yourself—an operation built on teamwork, service, and pride. Yes,
you’re stepping into a national legacy, but you’re also stepping into a role
where your actions matter every single shift. The way you connect with
guests, support your teammates, and grow your own skills has a real impact
—right here at the store level and far beyond. Our success starts with you:
your energy, your mindset, and your commitment to bringing your best
every day.

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How to Use This Manual

This manual is structured to focus your training day-by-day. Each section

outlines focus points, service expectations, and tips to help you succeed as a
trainer. It’s meant to be your hands-on guide as you grow into your role as a
trainer, and how to effectively teach our new teammate.

 Start each day by reviewing the focus points so you know what’s
ahead.

 Refer to steps of service frequently—they’re at the heart of everything

we do.

 Use the space provided for trainer notes, personal reminders, and
questions.

 Ask questions. Your curiosity shows engagement, and our trainee is

here looking for you to help them over these next few days.

 Review often. Repetition builds confidence and speed.

At the end of your training week, your trainee will complete a Mock Service
to demonstrate their readiness. Everything in this manual is designed to help
them get there.

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About Amerisports

Location: Ameristar Casino & Hotel, 3200 North Ameristar Drive, Kansas
City, MO 64161
Phone: (816) 414-7000
Hours of Operation:
Sunday–Thursday: 12 PM – 10 PM
Friday–Saturday: 12 PM – 11 PM (Kitchen closes at 10 PM)

Organizational Chart

Keith Henson – GM of Ameristar / SVP of Boyd Gaming

Oversees overall property operations.

Steven Moberly – Director of Operations for F & B, Hotel and Housekeeping

Manages food and beverage operations, hotel and guest services.

Tracey O’Connor – Food and Beverage Manager

Coordinates food & beverage operations.

Brian Hein – Executive Chef

Leads all culinary departments.

Brian Freeman – General Manager, Amerisports

Oversees day-to-day restaurant operations.

Llunia Garcia – Assistant Manager

Supports front-of-house service and staff.

Douglas Garman – Chef de Cuisine

Manages kitchen staff and execution.

Jake Hall – Sous Chef

Supports prep, expo, and culinary flow.

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Training Day 1: Introduction & Orientation

Trainer Focus Points:

Introduction to Boyd Gaming, Ameristar, and Amerisports

 Explain how Amerisports fits into a larger hospitality family.

 Boyd Gaming’s national reputation for service, integrity, and

entertainment—celebrating 50 years of excellence.

 See how Ameristar Casino & Hotel is one of Boyd’s top-tier properties,
offering gaming, dining, and guest services.

 Recognize Amerisports as the energetic, guest-focused dining hub

inside the property.

 Show that your service contributes to a multilayered guest experience

and represents a respected national brand.

Tour of the Property

 Walk through the property to show how Amerisports connects with the
rest of the operation.

 Visit hotel, casino, F&B outlets, front desk, and back-of-house areas to
understand guest flow as well as important areas through the property
like the cash drop, TDR, security, and other major venues.

 Teach how to assist guests confidently by knowing the layout and key
service zones.

 Identify opportunities to guide guests (e.g., directions to the hotel

tower, valet, or lost & found).

 Build a wider view of how every department plays a role in the overall
guest experience.

Amerisports Store Tour

 Explore all server-related areas: expo, server stations, beverage areas,

dry storage, kitchen pass.

 Get familiar with dining sections, table numbers, and host stand
processes.

 Connect the physical layout with how you’ll work during service—
where to grab tools, where to run food, and how to reset efficiently.

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  Understand how setup, side work, and station flow impact shift speed
and confidence.

Team Introductions

 Meet the team members who help every shift run smoothly—kitchen,
bar, hosts, fellow servers, and managers.

 Learn how each role connects with yours:

o Expo for timing,

o Hosts for seating and quotes,

o Bartenders for beverage support.

 Build rapport early—these are your allies on the floor.

 Start developing communication habits that keep service running

efficiently.

Expectations & Standards

 Review the standards that align with Boyd Gaming’s values:

professionalism, fun, and integrity.

 Understand daily expectations like:

o Uniform readiness,

o Clock-in procedures,

o Proper phone use,

o Being "in uniform" mentally and physically.

 Practice the 10/5 Rule: Acknowledge at 10 feet, greet at 5 feet—this is

how we elevate every guest interaction.

 Learn what punctuality, teamwork, and shift transitions look like at

Amerisports.

Training Manual Overview

 Walk through how to use this manual as a day-to-day resource.

 Review the layout of upcoming training days and how the content is
structured.

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  Use the built-in checklists, knowledge checks, and trainer feedback to
stay on track.

 Remember: this manual isn’t just for orientation—it’s your ongoing

reference guide.

 Highlight, mark up, and revisit it often. Active engagement means

faster learning and stronger results.

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Training Day 2: Menu Knowledge & Service Flow – Part 1

Trainer Focus Points:

Menu Section Overview – Starters & Salads

 Begin with an overview of all starter and salad items.

 Cover item names, key ingredients, portion sizes, and allergens.

 Have the trainee practice guest-facing descriptions that are confident

and approachable.

 Use real examples: “Our spinach dip is house-made and served warm
with tortilla chips—it’s a guest favorite.”

 Reinforce the importance of balancing clarity with appealing language.

Introduction to the Full Steps of Service

 Walk through the full Steps of Service for the first time.

 Emphasize this is a preview—details will be reinforced throughout the

week.

 Frame it as the backbone of our guest care philosophy.

 Discuss how the sequence creates consistency and helps manage table
flow.

Service Flow – First Three Steps

 Focus practical training on Steps 1–3:

 Warm Greeting (within 60 seconds)

o Model eye contact, smiling, and energetic welcomes.

o Example phrasing: “Hi there! Welcome to Amerisports—I’m

Taylor, and I’ll be taking care of you today...”

 Drink Offering

o Coach on how to recommend confidently without being pushy.

o Example: “Can I start you off with one of our signature

margaritas or a draft beer?”

o Appetizer Introduction

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 o Reinforce offering specific items, not asking generalized
questions.

o Example: “If you’re hungry, I definitely recommend our

quesadillas or wings to start...”

 Roleplay with variations based on guest energy and group size.

 Demonstrate natural pacing and casual upselling language.

Guest Greeting & Beverage Order Timing

 Train on how to introduce oneself clearly and confidently.

 Encourage adding a brief Amerisports highlight or menu overview.

 Promote specific over vague language when taking drink orders.

 Example: “Would you prefer one of our signature cocktails or a draft

beer to start?”

Introduction to Suggestive Selling

 Define suggestive selling as guided hospitality—not pressure.

 Practice identifying guest cues (e.g., hesitation or scanning the menu).

 Teach personalized phrasing like “My favorite is...” or “Guests love...”

 Model how to link items naturally: “If you’re doing wings, the garlic
parm pairs great with a pale ale.”

Allergen Awareness & Cross-Contamination

 Explain key differences between guest preferences and medical needs.

 Show kitchen signage and allergen protocols.

 Review key language: “Our seared salmon comes with mustard aioli—
would you like it without, or do you have an allergy I should be aware
of?”

 Reinforce safety-first communication between server and expo/culinary

teams.

Knowledge Check & Trainer Feedback

 Conduct a brief wrap-up check at the end of the shift:

o Can they list all starters and salads?

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 o Can they confidently describe at least one appetizer?

o Did they use strong, specific phrasing during guest interactions?

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Training Day 3: Menu Knowledge & Service Flow – Part 2

Trainer Focus Points:

Menu Section Overview – Burgers & Handhelds

 Guide trainees through all burger and handheld options.

 Cover proteins, bun types, toppings, default sides, and most common
modifications.

 Practice guest-friendly phrasing and handling customizations with

confidence.

 Example: “Of course we can make the Mushroom Swiss Burger into a
Mushroom Bacon Chicken sandwich! Were you wanting that grilled, or
fried?”

Pairing Awareness

 Reinforce that pairing knowledge is encouraged, even if not required.

 Highlight how thoughtful suggestions enhance the guest experience.

 Teach pairing basics: which sides, beers, or cocktails complement

which items.

 Practice natural, confidence-driven suggestions:

o “If you like big and flavorful, the Philly Quesadilla pairs great with
our Yuengling Flight lager—gives it a nice crisp finish.”

Service Flow – Mid-Meal Engagement

 Demonstrate how to stay present without hovering.

 Train on how to read body language and time approach after food
delivery.

 Reinforce pre-bussing and offering condiments proactively.

 Example prompt: “How’s everything tasting so far? Can I get you any
sauces or refills?”

 Emphasize consistency and creating a seamless guest experience.

Guest Interaction – Engaging Repeat Guests

 Coach on recognizing familiar faces and using prior visit details.

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  Build rapport with returning guests to deepen connections.

 Practice phrasing that feels genuine and welcoming:

o “Welcome back! I remember you liked the BBQ Beef Burger last
time—want to try it again, or are you thinking of switching it up
today?”

Mid-Training Knowledge Check

 Conduct an informal menu and service recap.

 Quiz on menu sections covered so far (Starters, Salads, Burgers,

Handhelds).

 Include short roleplay: take a full table order, upsell a drink, suggest an
appetizer.

 Use the check-in to gauge readiness before progressing to more

advanced service points.

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Training Day 4: Food Running & Menu Enhancements

Trainer Focus Points

Menu Overview – Entrées & Sides

 Walk trainees through the full entrée menu and all available side
options.

 Emphasize presentation, build details, and common guest

modifications.

 Have them describe dishes aloud with confidence and clarity.

 Example phrasing: “Our chicken fried chicken dinner comes with

seasoned green beans and house made mashed potatoes. You can
make that a loaded mashed potato if you prefer.”

Food Running Fundamentals

 Demonstrate how to run food with precision and professionalism:

o Call items by seat number—no guessing.

o Confirm modifiers before placing each plate.

o Announce clearly: “Salmon with no aioli?”

o Make eye contact and remain engaged at the table.

 Reinforce that food running is an extension of service—not a side task.

Communicating with Kitchen Staff

 Coach on clear, respectful, and efficient communication with the expo

and cooks.

 Roleplay common scenarios: confirming modifications, checking ticket

times, or verifying allergy needs.

 Use real phrasing examples like:

o “86 mustard aioli, sub white gravy with the salmon. Can I confirm
that’s in the window?”

 Encourage asking questions rather than guessing—it saves time and

prevents errors.

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Condiments & Extras

 Reinforce proactive thinking: teach them to anticipate needs before the

guest asks.

 Examples:

o Bring ketchup when dropping fries,

o Provide steak knives with sirloins,

o Offer to-go boxes before guests request them.

 Praise anticipation as a hallmark of polished service.

Sauce Pairings & Requests

 Go over default sauces for popular items and how to offer alternatives
based on guest preference.

 Provide go-to language for offering variety without overwhelming.

 Example: “We’ve got various sauces for our chicken tenders—ranch,

honey mustard, BBQ, or Sweet Thai Chili if you'd prefer something with
a kick.”

Guest Interaction – Delivering Food

 Train on confident food delivery that avoids confusion.

 Reinforce using seat numbers and confirming order details aloud.

 Avoid general calls like “Who had the burger?”—instead use phrasing
like:

o “Bacon Cheeseburger with no tomato?”

 Encourage a professional, composed presence at the table—this is the

guest’s big moment.

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Training Day 5: Final Run-Through & Mock Service Prep

Trainer Focus Points:

Menu Overview – Desserts & LBW

 Walk trainees through all of our house-made desserts. Walk trainees

through popular cocktails (ex. Hang Time, Cadillac Margarita).

 Emphasize presentation, build details, and common guest

modifications.

 Have them describe dishes aloud with confidence and clarity.

 Detail specialty LBW items, and what they entail (ex. Buckets of beer,
“Towers”)

Studying for Mock Service

 Prepare your trainee to run a full service scenario—start to finish.

 Walk through greeting, order-taking, suggestive selling, pacing, check
handling, and guest farewell.
 Introduce intentional “curveballs” like allergy requests, timing delays,
or guest modifications to assess composure and adaptability.
 Set expectations for grading criteria while reinforcing that this is a
confidence-building exercise, not just a test.

Polishing Timing & Flow

 Help your trainee develop natural transitions between service steps.

 Focus on rhythm—not too fast, not too slow.
 Run drills on syncing with the kitchen and bar to keep service moving.
 Encourage awareness of table timing, refills, and support from fellow
team members.
 Watch for habits like stalling or backtracking that interrupt momentum.

Confidence Coaching

 Tune into the trainee’s energy, body language, and delivery.

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  Coach them to move with intention, speak clearly, smile genuinely,
and engage with guests naturally.
 Remind them: guests don’t just remember what was served—they
remember how it felt.
 Offer real-time feedback on tone, presence, and guest perception
throughout the mock service prep.

Final Menu Review

 Test full menu recall—have them describe items out loud with accurate
build, allergens, and guest-friendly language.
 Highlight the need for confident, specific phrasing, especially when
recommending guest favorites.
 Use a polished example like:
o “Our Smothered Steak and Shrimp is a 10 oz. top sirloin
smothered in sautéed onions and mushrooms with a skewer of
grilled shrimp. It also comes with seasoned green beans and
mashed potatoes. It’s a go-to for anyone looking for something
bold.”
o Provide final notes or reminders on pairing ideas and common
modifications.

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Steps of Service

1. Greet table within 60 seconds.

2. Beverage order – recommend specifics
 at lunch, recommend 2 NA beverages and 1 bar beverage, in
that order
 at dinner, recommend 2 bar drinks and 1 NA beverage, in that
order

Beverage napkins are always used. Water is served with all alcohol.
NA beverages should be delivered in <3 minutes, bar drinks should be
delivered in <5.

“Would you like to start out today with something from the bar? My
favorite cocktail – and one of our most popular as well - is the Mango
Tango. We also offer iced tea and Pepsi products.”

3. Recommend a specific appetizer.

“Were you interested in trying our wings today? We’ve got a
variety of rubs and sauces to make them amazing! Want to try out the
Sweet Thai Chili, or are we wanting the heat with the Ghost Pepper
rub?”
 If appetizers are ordered, appetizer plates are to be delivered
ASAP

4. Get entrée order and suggest specifics. <7min

5. After food is delivered (<20 minutes) check back on entrees in
two bites, using specific questions. Avoid using the word “ok.”

“Is your steak prepared the way you like?”

“Is the Chicken Noodle soup flavorful?”

“Is the Philly Quesadilla amazing?!”

6. Suggest dessert by specific name when guest is halfway

through entrée.
7. After guest has finished with dessert, drop the check.
View table for payment within 60 seconds. If payment is not
presented immediately, continue to non-verbally check guest for
payment.
8. Thank guest for dining and invite back for a future special.
“Thanks for coming by tonight! We’ll see you back next time!”

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In between these steps, you should still remember to take care of the guests
needs. Refills should take place at half full. If drinking a refillable beverage,
refills should be brought automatically, without asking the guest if they
would like another. Pre-bussing should happen within 1-2 minutes of finishing
that. Nothing is to be left on the table at the end of the meal but glassware.
This includes all silverware, straw wrappers, appetizer plates, dessert plates,
sugar papers, etc.

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Amerisports Mock Service

Greet on time, bev naps 1 2 3 4

5

Rehearsed spiel 1 2 3 4 5

Suggestive sell app 1 2 3 4

5

Suggestive sell drink 1 2 3 4

5

Drinks out in 3 minutes 1 2 3 4 5

Suggestive sell entrée 1 2 3 4 5

App plates out on time 1 2 3 4 5

Drink refills 1 2 3 4 5

Pre-bussing 1 2 3 4 5

Entrées out in 20 minutes 1 2 3 4

5

Overall menu knowledge 1 2 3 4

5

Awareness 1 2 3 4 5

Professionalism 1 2 3 4 5

Guest report 1 2 3 4
5

Suggestive sell desert 1 2 3 4 5

WOW Moment! 1 2 3 4 5

Total Points / 150

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