Sequence Of Service- Restaurants

1. 1. S equence of S ervice
Attributes of a S erver
Hardworking
Flexible
Honest
Resourceful
Good listener
Salesman
Lots of common sense
Hygienic & well-groomed
2. 3. S ervice S equence <ul><li>Welcoming Guests </li></ul><ul><li>Guiding and seating the
Guest/s. </li></ul><ul><li>Check comfort and seating arrangement </li></ul><ul><li>Serving
water </li></ul><ul><li>Menu Presentation </li></ul><ul><li>Order Taking
</li></ul><ul><li>Suggestive Selling </li></ul><ul><li>Repeat Order/s
</li></ul><ul><li>Placing Order/s to System and Kitchen </li></ul><ul><li>Quality Checking
</li></ul><ul><li>Food Presentation </li></ul><ul><li>Check Satisfaction
</li></ul><ul><li>Offer Dessert and Drinks </li></ul><ul><li>Clearing and Crumbing
</li></ul><ul><li>Presenting the Bill </li></ul><ul><li>Thank the Guest/s </li></ul>
3. 4. W elcoming G uest <ul><li>Ensure that the restaurant is ready for the service
</li></ul><ul><li>Greet Guest/s with a SMILE </li></ul><ul><li>Welcome Guest to the Outlet
</li></ul><ul><li>Ask if they have a Reservation </li></ul><ul><li>Ask Guest preference
(SMOKING or NON-SMOKING) </li></ul><ul><li>Guide Guest to Table Preference (use
open palm) </li></ul>
4. 5. E scorting the Guest <ul><li>Always lead the guest. </li></ul><ul><li>Use open palm,
direct which way to go. </li></ul><ul><li>For elderly and/or disabled assist properly. Note:
Ask permission 1 st . </li></ul><ul><li>For group with kids, position them in the corner or wall
side </li></ul><ul><li>For couples assist them to the best view of the restaurant /corner
</li></ul><ul><li>Always follow guest preference. </li></ul><ul><li>Assist when sitting by
pulling out and pushing back the chair gently (Ladies First) . </li></ul><ul><li>Offer a booster
chair for guest with children </li></ul>
5. 6. Check C omfort <ul><li>Confirm if they are comfortable with the selected seat/s and
table/s. </li></ul><ul><li>Ask if table is enough for the group </li></ul><ul><li>Adjust to any
of the guest preference. </li></ul><ul><li>Remove coats </li></ul><ul><li>Check
satisfaction. </li></ul><ul><li>Remove any extra place settings. </li></ul>
6. 7. Lay N apkins <ul><li>From the left </li></ul><ul><li>The napkin has to be folded in a
triangle; ensure minimum handling. </li></ul><ul><li>Check the body language of the ladies
if they are uncomfortable refrain from laying the napkins on the laps put it on the hand rest of
the chair. </li></ul>
7. 8. W ater S ervice <ul><li>Choice of bottled water or regular water </li></ul><ul><li>Regular
water must be served immediately </li></ul><ul><li>Bottled water should be served in 4
minutes </li></ul><ul><li>Offer the bottle to the guest. After he approves the temperature
proceed to open the bottle. </li></ul><ul><li>If the bottle has a plastic seal remove it and put
it in your pocket. </li></ul><ul><li>Unscrew the cap of the bottle </li></ul><ul><li>Proceed to
pour the water; from right hand side of the guest. Keep a serviette handy.
</li></ul><ul><li>Cap the bottle and put it in the center of the table </li></ul>
8. 9. Offer M enu <ul><li>To each guest where possible; ladies first </li></ul><ul><li>Check for
damaged or dog eared menu before hand </li></ul><ul><li>Check that the menu is not
upside down before offering it to the guest </li></ul><ul><li>Open the menu to the first page
while offering it to the guest. </li></ul><ul><li>Hold menu at upper part with your right hand
and assist with your left hand at the bottom part. </li></ul>
9. 10. Take o rders <ul><li>From the ladies/ host first </li></ul><ul><li>Always carry a KOT pad
and a pen to the table </li></ul><ul><li>Stand at a convenient distance from the guest.
</li></ul><ul><li>Make useful recommendations while taking the order </li></ul><ul><li>Note
the courses separately; with a line </li></ul><ul><li>Repeat the order </li></ul><ul><li>Take
the beverage order first, then starter order and then main-course order. Present the dessert
menu after the guest has finished the main-course. </li></ul><ul><li>While taking the order
inform the guest about the time that will be taken to prepare the food.
</li></ul><ul><li>Change cutlery according to guest's / order requirement using a serving
plate. </li></ul>
10. 11. Repeat O rder <ul><li>Sir / Maam, may I repeat your order pls... </li></ul><ul><li>You
ordered for (#) pcs. of </li></ul><ul><li>Doneness </li></ul><ul><li>Sauces
</li></ul><ul><li>Drinks (alco / non-alco) </li></ul><ul><li>Extras </li></ul><ul><li>Portion/s
</li></ul><ul><li>Which would you like to be served first? </li></ul><ul><li>Would that be all
Sir/Maam? </li></ul><ul><li>Thank Guest sincerely </li></ul>
11. 12. Know your P roduct <ul><li>Know what your product is </li></ul><ul><li>Portioning
</li></ul><ul><li>Doneness </li></ul><ul><li>Ingredients </li></ul><ul><li>Preparation time
</li></ul><ul><li>Presentation </li></ul><ul><li>Sauces, condiments, etc. that goes with the
meal. </li></ul><ul><li>Cutleries, chinawares & glasses </li></ul><ul><li>Suggest other
food items best to go with the meal ordered </li></ul>
12. 13. Suggestive S elling <ul><li>Offer slow moving but highly profitable Items.
</li></ul><ul><li>Consider kitchen stock FIFO </li></ul><ul><li>Suggest aperitif or wine to
go with their meal </li></ul><ul><li>Offer specialty of the day/house </li></ul><ul><li>Offer
second servings of items ordered. </li></ul><ul><li>Suggest long drinks and fresh juices
</li></ul><ul><li>Inform guest of food portioning for possible adjustments with their order/s..
</li></ul>
13. 14. Placing Orders to B ar & K itchen <ul><li>Encode orders to system
</li></ul><ul><li>Provide copy of BOT for Beverage </li></ul><ul><li>Provide copy of KOT
for Food Orders </li></ul><ul><li>Specify Sequence </li></ul><ul><li>Inform Guest
Preference on Food and Drinks </li></ul><ul><li>If preference is not available, inform Guest
ASAP. </li></ul>
14. 15. Quality C heck <ul><li>Check if prepared food is within standards
</li></ul><ul><li>Check portioning based on standards </li></ul><ul><li>Check preparation
based on guest request. </li></ul><ul><li>Check plates used </li></ul><ul><li>Check cutlery
set-up in the table. </li></ul><ul><li>Check condiments needed </li></ul><ul><li>Prepare all
serving gears </li></ul>
15. 16. F ood P resentation <ul><li>Excuse yourself from the guest when ever presenting any
food or Beverage </li></ul><ul><li>Present to guest through the correct serving side (follow
sequence of service). </li></ul><ul><li>Confirm or repeat order while laying items on the
table </li></ul><ul><li>Inform Guest of his / her preference and how it has been prepared.
</li></ul><ul><li>Offer assistance after serving. Is there anything else I may assist you with
Sir/Maam? </li></ul><ul><li>Thank guest enjoy your meal/drinks sir/maam. </li></ul>
16. 17. Check S atisfaction <ul><li>Check when it is the right time to interrupt. (breaking the
silence) </li></ul><ul><li> Hows the food / beverage, hows the taste? Was it prepared to
your satisfaction? </li></ul><ul><li> Is there anything else I may assist you with, Sir /
Maam? </li></ul><ul><li> Thank you very much, enjoy your Meal or Drinks. </li></ul>
17. 18. Offer desserts and hot beverages <ul><li> Excuse me Sir/Maam would you like to try
our _________ for dessert? </li></ul><ul><li>Would you like some liqueurs?
</li></ul><ul><li>I suggest you try our new concoction called _______, its good and helps
for fast digestion. </li></ul><ul><li>Thank you very much (Im sure you will like it!) </li></ul>
18. 19. Presenting the b ill <ul><li>Secure bill from the cashier </li></ul><ul><li>Check details of
the bill. </li></ul><ul><li>Excuse yourself and present bill to guests </li></ul><ul><li>Check
that the guests signature is correct for charge bill </li></ul><ul><li>Thank guest and
excuse yourself. </li></ul><ul><li>Forward bill/s to the cashier for posting </li></ul>
19. 20. Bidding F arewell <ul><li>After processing the bill, return to guest and hand-over change
if any. </li></ul><ul><li>Assist guest as they prepare to leave. </li></ul><ul><li>Lead guest
to doorway. </li></ul><ul><li>Sincerely thank guest and bid goodbye. </li></ul>
20. 21. The customer is the most important visitor in our premises. He is not dependent on us -
we are dependent on him. He is not an outsider in our business he is a part of it. We are
not doing him a favor by serving him he is doing us a favor by giving us the opportunity to
do so.