WAITER PROCEDURES

1. RESTAURANT OPENING

5:30 AM: A waiter enters the restaurant asking for the key from security.
it directs to turn on industrial coffee makers located in the hallway to carry out
the breakfast coffee, if it were on, only the quantity is checked
water and coffee to prepare what is necessary.
1.2. The waiter turns on the industrial coffee maker.

1.3. The waiter heats the milk, depending on the day's occupancy.
It would have been a lot if 7 liters were heated; otherwise, 4 liters.
The waiter cleans the tables, checks that everything is in order to
start setting up the pergola area.
1.5. The waiter sets up the restaurant pergola with typical cutlery bags.
white napkins, containing knife, dessert fork, fork
spoon, small spoon. Also locate cups, porcelain for coffee.
1.6.Center the cutlery at the center of the chair facing the next place.
1.7. Will place the cup and porcelain free from any breakage.
1.8.Check that all areas are clean and review all the tables and
A bad place to check that everything is complete.
1.9. Complete the buffet with juice glasses, crockery, butter, honey jars,
jams and candles and/or citronella sticks.
1.10. Check and verify the cutlery, inspecting that it is clean with
shine, without residue of detergent or food, without breaks.
1.11. Alinea montages and centerpieces.
1.12. Check that the salt shakers, pepper shakers, and sugar bowls are full and
clean.
1.13. The waiter fills thermoses with coffee, milk, and hot water to be
served in the restaurant, also in the bottles place pure water.
 1.14. The designated waiter will be in charge of the service station, which
constantly check the salt shakers, pepper shakers, and sugar bowls to be
filled and cleaned, as well as checking the cups for the candles
to be cleaned.
1.15. Make sure the vases are clean and arranged with flowers.
fresh.
1.16. You should check the tables, chairs, floors, and window glass for
that they are always clean.
1.17. Check that the support stations must be clean and polished.
tiles and ceramics, straws, white napkin holders with spoon,
dessert fork, carving fork, knife, disposable cups for
hot drinks, cups of water, service trays.
1.18. The water jug must be clean and filled with water.
necessary, prepared at the pergola bar.
1.19. In coordination with the captain, they verify that all this is fulfilled and

They proceed to open the restaurant.

2.ASSEMBLY OF TABLES
2.1.Leaving enough space for the service staff and placing them
in a way that we prevent clients from being with their backs to the door,
we achieve this by placing them diagonally at the entrance
2.2.Check the balance of them. If any are unbalanced,
wear it with wooden wedges or a piece of wine cork,
wedge-shaped cut. It should never be used to level tables.
paper, cardboard, caps, etc.
2.3. Place the tablecloth that is perfectly clean and ironed and that
Hang about 30 cm on each side and make sure the ends of the tablecloth match.
with the legs of the table

2.4. In the case of having to place 2 tablecloths to cover an elongated table

or when several come together, the overlap of the tablecloths must be
 hide at the entrance of the restaurant, as this way it is more discreet
that union
2.5.Place the tablecloth aligned with the tip towards the chimney.
2.6.Check that the chairs are perfectly clean of crumbs and remnants
food and that there are no stains on its upholstery
2.7. Place the chair in the spot that the client will occupy, ensuring that the edge
the seat was just at the height of the falling tablecloth
2.8. We will place the cutlery setting in front of the diner 1 cm away from
edge of the table. Likewise, we will place the set facing each other.
diner
2.9. In cases where cutlery is arranged on the tablecloth
Place them as follows, carving knife: Position on the right
with the edge facing inward, ½ cm from the base plate and 1 cm from the edge of the
table
2.10. Carving fork: Place to the left, ½ cm. from the base plate and
1 cm. from the edge of the table.

2.11. Dessert cutlery: They are usually placed on top, in some cases the
dessert cutlery is not stacked, and is marked later, when it goes
to serve the dessert.
2.12. Place a glass of water in the upper right corner
2.13. Then we will place the red wine glass to the right of the water glass.
2.14. The white wine glass to the right of the red wine glass, closer.
of the knife
2.15. The champagne or cava glass will be placed between the wine glasses.
white and red, from the top part
2.16. Verify that the cutlery is polished and free of stains.
of brands.
2.17. Place salt shaker, pepper shaker, ashtray, vase or decoration (having
keep in mind that it should not obstruct the view between diners) in the
center of the table keeping an order.
3. FIRST CONTACT OF THE WAITER WITH THE GUEST (BREAKFAST)

3.1. The employee presents themselves when the guest arrives and greets them requesting the
room number assigned to you. "Good morning, my name is
Carlos and I will have the pleasure of being your waiter, what number of

What room is assigned?

3.2. If the guest is not staying, ask in whose name the reservation will be made.
account.

3.3. If there are unoccupied seats at a table, the waiter must remove them.
tableware for the remaining seats, for the greater comfort of the diner.

3.4. Check in the guest list under which plan they are staying (give,
me, all in.

3.5. If the guest is registered under the rate with breakfast included
invite him to come have the buffet, in case there is no buffet available
offer the breakfast menu.

3.6.From this moment, the employee should call the guest by their name.

4. ACTIVITIES TO BE CARRIED OUT DURING THE BUFFET SERVICE

4.1. The coffee is served hot immediately, offering a variety of cream.

skim milk, lactose-free, soy.
4.2. The varieties of the buffet are offered, recommending the specialties.
locales, the sections for light products such as fruits and yogurt, the
various bread stations, the egg station to taste and the
different garnishes or accompaniments.
4.3. The guest is invited to help themselves.
4.4. The employee is proactive in assisting the guest when they use the buffet.
The employee will ask the guest about their satisfaction with the food.
(at least once) but not excessively.
4.6. You must ensure the cleanliness of the tables at all times by removing the
plates and cutlery discarded by the customer.
 4.7. The coffee refill must be constant, aiming to provide the service.
once the cup is below halfway.
4.8.The service must be personalized, that is, to seek to have contact.
quite direct with the client calling him by his name.
4.9.Seek careful and professional attention with the Diner and that the
Day-to-day tasks should not undermine the warmth in service.

5. ORDER TAKING

5.1. The coffee service and the varieties from the menu are immediately offered.
specialized, if the guest chooses the house coffee, the process is initiated
next step.

5.2. The coffee is served hot immediately, offering a variety of cream or

skim milk, lactose-free, soy.

5.3. The order of the selected food is taken, offering a variety of

juices that accompany breakfast.

5.4. The waiter must be proactive in offering additional products to

improve sales. (Upselling Techniques)

5.5. It will be done following the established order: first the Ladies starting
for the elder ones and then continuing with the gentlemen, calling it
by his name when appropriate.

5.6. A seat or diner number will be assigned from the moment of taking the
order to avoid confusion when serving food.

5.7. Special juice sales from the menu and products will be conducted.
additional items not included with breakfast (fried plantains, order of cream,
bacon order, etc.).

5.8. The order will be repeated to verify that there are no errors in it.

The requested items will be entered into the Micros system.

5.10. It will be verified that all items have been entered.

5.11. The following scheme will be used both in the order taking and
at its entrance.

5.12. When serving the food, it will be done in the same order in which the order was placed.

taken, starting with the ladies and continuing with the gentlemen, it will do so
placing directly what each guest has ordered without asking
Who has requested this or that dish (to auction the dishes). (The best)
service is the one that goes unnoticed "silent" and is appreciated for its

professionalism

5.13. The employee will ask the guest about their satisfaction with the
foods (at least once) but not in excess.

5.14. You must ensure the cleanliness of the tables at all times.
removing the plates and cutlery discarded by the customer.

5.15 The coffee refill should be constant, ensuring to provide the service.
once the cup is below half.

5.16. The service must be personalized, that is to say, try to have a

quite direct contact with the client by calling them by their name.

5.17. Seek the attentive and professional attention of the diner and that
The daily tasks do not lose the warmth in service.
6. THE FOOD AND BEVERAGE SERVICE (BREAKFAST)

6.1. Serve a varied basket of sweet and savory bread. One basket for each
two people (2 savory and one sweet per person).

6.2. When serving the food, you will do so from the right side of the diner.
order in which the order was taken, starting with the ladies and following
with the gentlemen, it will do so by placing directly what each guest has
ordered without asking who has requested this or that dish (to auction the
plates). (The best service is the one that goes unnoticed; however, it is appreciated by

their professionalism).

6.3. The juices that accompany breakfast or those requested will be served.
for the client of the specialized breakfast drinks letter, for the
to the right of each diner.

6.4. The ordered breakfasts from the menu will be served immediately.
always following the order. He will do it in silence without auctioning the plates.

6.5. After 5 minutes of serving the dishes, the museum will ask the
guest for their satisfaction with the food (at least once) but
not in excess

6.6. You must ensure the cleanliness of the tables at all times by removing the
plates and cutlery discarded by the customer.

6.7. The coffee refill must be constant, making sure to provide the service.
See the cup is below half.

6.8.The service must be personalized, meaning to seek to have contact

quite direct with the client by calling them by their name.

6.9.Seek attentive and professional attention with the diner and that the
Daily tasks should not diminish the warmth in service.
7. THE COLLECTION PROCESS

7.1. The bill must be reviewed and presented to the guest with a folder of
leather and a pen with the hotel logo.
7.2. It will provide the bill for what has been consumed, ensuring that it is the same.
exactly without errors, requesting to add the data for billing,
7.3. If the payment is by credit card, a wireless POS will be taken to the
table and carry out the process in the view of the customer.

7.4. If the payment is in cash, it is quickly verified if the amount matches.

indicated on the ticket and taken to the cash register.

7.5. With the billing data, the receipt of the account is taken to the cash register area.
for its printing. (This process is carried out by the cashier).

7.6. If the Guest wishes to charge it to their room account, they will
you will request to enter the assigned room number, the name of the
guest as well as the signature they have registered upon check-in.

7.7. The ticket with the described data is taken to reception for approval.
by the receptionist.

7.8.Returns to the register to proceed with closing the account with the charge for
the room.

8.THE FAREWELL

8.1. He will bid farewell to the diners with a "It has been a pleasure"
to serve them, we hope that they will visit us again soon....Using the
name of the same.
.
9. FIRST CONTACT OF THE WAITER WITH THE GUEST (LUNCH AND
DINNER)
9.1.The employee introduces themselves when the guest arrives and greets them requesting the
room number assigned to you. "Good morning, my name is
Carlos and I will have the pleasure of being your waiter, what number of

room is assigned?"YES IF NOT A GUEST (In whose name

I open the account)

9.2. If there are unoccupied seats at a table, the waiter must remove them.
cutlery from the remaining seats, for the greater comfort of the diner.

9.3.Check the guest list for the name.

9.4. If the guest is staying under an all-inclusive rate, it will be verified that
memorandum that indicates what the conditions are regarding it, (drinks
alcoholic or non-alcoholic, etc.) will be offered to go to the buffet if so desired.
he would have or will be offered the all in card for him to select his
foods.

From this moment on, the employee will call the guest by their name.

9.6. Serve water to all diners by placing a full bottle in the center.
from the table.

10. ORDER TAKING

10.1. We proceed to take the order starting with the appetizers or the
drinks. Upselling techniques are used by being proactive in offering the
house specialties (signature cocktails are offered)
from the house, seasonal drinks, lemonades with mint and chan
passion fruit, etc.)

10.2. When taking the order, the following will be assigned in the ticket.

Guest name for reminder, number

 from the table, diner number in the established order to enter the
system under the same system.

10.3. The order is repeated to ensure that there are no errors in

the same.

10.4. The same is entered into the Micros system.

10.5. It is verified that all items are entered correctly.

10.6. The order for the food is taken following the order of
label, be proactive by offering appetizers and main courses or starters
to share, using Up Selling techniques.
10.7 The order is repeated to ensure that there are no errors in it.
the same.

10.8. The entry of the same into the Micros system is carried out.
10.9. It is verified that all items are entered correctly.
10.10. The order for the desserts and varieties will be taken.
coffee and tea.

10.11. The order is repeated to make sure there is no error.

the same.
10.12. The same is entered into the Micros system.
10.13. It is verified that all items are entered correctly.

10.14. The order of digestives and creams is taken, (the waiter must have
knowledge of the products available at the bar.
10.15. The order is repeated to ensure that there are no errors in
the same.
October 16
The same is entered into the Micros system.
10.17. It is verified that all items are entered correctly.
October 18
The following scheme will be used for preparing the order
and in its entry into the system.
11. FOOD AND BEVERAGE SERVICE
11.1. Drinks are served from the right side of each diner.
The order in which the order was taken, ladies first and then the gentlemen.

doing it silently, not auctioning the drinks.

11.2. At lunch when the diners request a main course, it is

will provide a courtesy of beans and tortillas.

11.3. The waiter will serve the butter and slice the bread for each one.
the diners on their left side. (if it is a buffet, omit this)
step).

11.4. Before serving the main dishes, the waiter will set the cutlery.
for the soup or the steak knife if necessary.

11.5. When serving the food, it will be done in the same order in which the order was placed.

taking, starting with the ladies and followed by the gentlemen, will do it
placing directly what each guest has ordered on the side
right of the same without asking who has requested this or that dish
(auction the plates). (The best service is the one that goes unnoticed 'silent' and
is appreciated for their professionalism

11.6. The employee will ask the guest about their satisfaction with the
foods (at least once) but not in excess.

11.7. Second drinks will be offered and the glasses and containers will be removed.

empties.

11.8. The dirty dishes will be removed from the right side of the diner except for

those of the butter and the bread that will be made on the left.

11.9. Before serving the dessert and coffee, the table must be free of
main course dishes and butter dishes, then we proceed to prepare
the cutlery and mark it on the table, mark the sugar with the varieties
established. (stevia, splenda, brown sugar, white sugar, creamer)
 11.10. The coffees that are prepared at the bar must be
accompanied by a cookie.

11.11. Desserts are served first and then the coffee.

correct positions, (dessert in the center of the table, coffee on the right.

11.12. Digestifs or liquors are served after removing the plates.

desserts, doing it from the right for each diner,

11.13. He must ensure the cleanliness of the tables at all times

removing the plates and cutlery discarded by the customer.

11.14. The service should be personalized, meaning to strive to have a

direct contact with the client by calling them by their name.

11.15. Seek attentive and professional service with the Diner and that
the day-to-day tasks do not lose the warmth in service.

12. THE COLLECTION PROCESS

12.1. The bill must be reviewed and passed on to the guest with a
leather folder and a pen with the hotel logo.

12.2. It will provide the bill for what was consumed ensuring that the
same sea exact without errors, requesting to add the data for the
billing

12.3. If the payment is by credit card, a wireless POS will be brought to

the table and carry out the process in the customer's view.

12.4. If the payment is in cash, the value is quickly verified.

It agrees with what is indicated in the ticket and is taken to the cash register.

12.5. With the invoice data, the bill ticket is taken to the area of
box for its printing. (This process is carried out by the
cashier
 12.6. If the Guest wishes to charge it to their room account, they will be
you will be asked to enter the assigned room number, the name of the
guest as well as the signature that has been recorded during check-in.

12.7. The ticket with the described information is taken to the reception for its

approval by the receptionist.

12.8. He/She goes back to the counter to proceed with the account closure with the charge.

for the room.

13.THE FAREWELL

13.1. He will say goodbye to the diners with a 'Mr. Harris, it has been
It was a pleasure to serve you, we hope you come back to visit us soon.

14. ROOM SERVICE

14.1. The tray must be clean and in good condition.

14.2. The tray must be covered with a placemat.

14.3. The tray must be prepared including all elements.

necessary for the food. (salt and pepper, complete cutlery according
to the order, special condiments according to the order,
butter, mayonnaise, ketchup, mustard, which must be
served in the containers for the effect, convoy of vinegar and oil.

14.4. Vase with fresh flower.

14.5. Covered hot foods.

14.6. Reminder card for tray withdrawal with number of

room service extension.

14.7. The waiter knocks on the door and waits for the guest to respond.
 14.8. The waiter greets the guest and calls him by his name.
14.9. The waiter asks for permission to enter the room and asks the
Guest, where would you like the tray to be placed?
14.10. The waiter confirms that all items of the order are
complete.
NovemberThe
14 waiter offers to serve hot drinks. (coffee, milk,
Chocolate)
DecemberThe
14 waiter invites the guest to call room service to
pick up after finishing the meal. (not counting the card of
instructions).
14.13. When the guest calls to remove the tray, it can be requested.
leave it in the hallway if you wish.
14.14 The tray must be removed within 30 minutes.
guest request.

15. TRANSFER OF DISHWARE

16. The waiter/waitress in charge must transport the dishes correctly with
caution to avoid damage to it.
16.1. The waiter/waitress removes the dirty dishes from the left side of the diner.
16.2. The waiter/waitress deposits food waste on a plate.
16.3. The waiter/waitress places and arranges the dirty dishes so they can be put in.

to the washing machine.

16.4. The Waiter/Waitress place the cutlery separately in a bucket
intended for washing.
16.5. The waiter/waitress places the glassware on a tray that contains
cork, to prevent them from sliding and potentially breaking.
16.6. The waiter/waitress carries the tray with glassware, collecting cart or
service tray towards the laundry center.
16.7. The waiter/waitress distributes the glassware, tableware, and
utensils to be washed.
 16.8. The waiter separates the food waste in the places.
designated classifying them as organic and inorganic.

17. SHIFT CHANGE PROCEDURE

17.1. The pre-operative meeting will be held with the on-duty captain and
will inform about the important details of the day.
17.2. The anecdotes of the clients in which we believe will be shared.
expectation beyond the ordinary. (WOW effect)
17.3. The work area as well as the tasks will be distributed.
corresponding to each area.
17.4. The assigned areas from the previous shift will be reviewed with everything
the relevant information for table control, a process in which
customers find when changing shifts.
17.5. The waiter who is finishing their shift will inform the assigned customers that

He will leave the position and will present the person who will take over. (if this
process interrupts the customers' conversation to avoid this step).

18.SUNDAY BREAKFAST BUFFET OPENING

18.1. The waiter on duty sets the glassware and crockery for the service, which
it must be: hot plates, juice glasses, coffee cups, bowls of
oats and cereal.
18.2. The waiter on duty sets up the tables, cleans them with the
glass cleaner, using one damp cloth and another dry.
18.3. The waiter on duty will set up the wooden tables, the
clean with the wax liquid, using two cloths, one damp and the other dry
dry.
18.4. The waiter on duty sets the glassware and cutlery on the tables.
for the diners.
 18.5. The shift waiter prepares by having the glassware clean and polished.
cutlery and crockery for the duration of the service.
18.6. The server on duty must set the tables with colored napkins.
beige in square shape, and on top a fabric cutlery separator
typical in red color, is located in front of the diner's chair.
18.7. The waiter on duty prepares and sets up the jams and honey jars on the
buffet area.
18.8. The waiter on duty prepares the sugar bowls with: sugar, sugar
brown sugar, Splenda, and cream, these are placed in the center of the
table.
18.9. The waiter on duty places hot water, milk, and coffee for the
service in the identified terms.
October 18
The waiter on duty places pure water in pitchers for the service.
NovemberThe
18. waiter on duty places the butter for the buffet.
DecemberThe
18 waiter from Tuno places the toaster near the bakery area.

19. DEVELOPMENT OF SUNDAY BUFFET BREAKFAST

19.1. Greet the customer by inviting them to help themselves to the buffet, this will depend on whether the

the type of plan acquired includes it, otherwise you are invited but you
to state the price.

19.2. Clean the tables as they are being used, replenishing them.
clean and polished cutlery and crockery.

19.3. Replace the dirty cutlery, tablecloths, dishware, and glassware with the new ones.

clean and polished.

19.4. Individual buffet breakfasts are entered into the system by performing
the discounts of the same.

19.5. During the course of the buffet, the consumption of the

jams and honey jars, if that weren't enough, must be replaced or filled.
 19.6. Out of stock products are replaced.

20. PROCEDURE FOR PREPARING ORDERS

20.1. The waiter(waitress) on duty addresses the diner in a proper manner and
take the order.

20.2. The waiter on duty asks the diner if the payment for the
Is the account individual or group? If the payment is individual, it starts to...

note describing the diners as the number of chairs. Example:

Guest 1 = chair 1 is counted in the manner of the hands of the clock.

20.3. The waiter takes the order from the table with kindness and
answering the questions that the diners have.

20.4. The waiter repeats the bill as a method of verification.

request, which consists of repeating the customer's order to ensure and avoid
claims.

20.5. The waiter leaves the customers' table and walks towards the
computer to enter the order into the system so they can prepare it.

20.6. The waiter enters the program as follows:

20.6.1. Enter the personal code

20.6.2. Select the sector and/or area where the service is provided:
Bar/enchanting/pool pergola/restaurant/room service.

20.6.3. Assign the table

20.6.4. In case it were separate accounts, select the chairs.

20.6.5. Menu, and select all the ingredients and dishes that are
diner

20.6.6. Send the order to the kitchen and/or bar

 20.6.6.1. First, the drinks will be entered and the order will be sent for its

preparation.

20.6.6.2. After serving the drinks, take the food order,

identifying which are the appetizers and which are the dishes
strong.

20.6.6.3. First, enter the inputs to indicate to the kitchen of

In this way, those dishes will be served first and move on to the
production of the same.

20.6.6.4. Then he/she will enter the main dishes if the movement allows it.
allows to pause one order over another to give sequence to the service.
If it's a busy day, enter the main dishes.
after having entered the entries.

21.RECEIPT OF OPERATION ORDERS FOR EVENTS

21.1. It is checked that it contains the complete documentation (contract and order

of operation)
21.2. The date for the event is verified.
21.3. It is filed in the corresponding table according to the day of
realization of the event.

22.EVENT SERVICE IN RESTAURANT

22.1. The assignment table for the day is reviewed.

22.2. The operation order that establishes the event to be served is taken into account.

Restaurant.
22.3. The assembly and the requested area are verified to provide the service.
22.4. One or the necessary waiters are assigned for the setup of the
same.
22.5. The menu to be served is reviewed to set the table accordingly.
menu. (place soup spoons or salad utensils if so)
indicate the order.)
22.6. Prepare bases for soup or salad if indicated by the order.
22.7. Add dressings or sauces if indicated by the menu.
22.8. Prepare coffee service on the table to avoid delays.
22.9. The preparation of drinks is checked at the bar.
October 22
The preparation of food is verified in the kitchen.
22.11. The event contract is reviewed.
22.12. The payment receipt is prepared in Excel format (two copies) in the
food and beverage computer.
22.13. The amounts to be collected are verified according to what was agreed upon in the

contract.
22.14. The signature of authorization is requested from the event manager.
22.15. The ticket to enter the reception department is transferred.
charge to the master account and the issuance of the invoice.