Sequence Of Service- Restaurants


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Sequence Of Service- Restaurants

  1. 1. S equence of S ervice
  2. 2. Attributes of a S erver <ul><li>Hardworking </li></ul><ul><li>Flexible </li></ul><ul><li>Honest </li></ul><ul><li>Resourceful </li></ul><ul><li>Good listener </li></ul><ul><li>Salesman </li></ul><ul><li>Lots of common sense </li></ul><ul><li>Hygienic & well-groomed </li></ul>
  3. 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>
  4. 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>
  5. 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>
  6. 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>
  7. 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>
  8. 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>
  9. 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>
  10. 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>
  11. 11. Repeat O rder <ul><li>Sir / Ma’am, 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>Extra’s </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>
  12. 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, chinaware’s & glasses </li></ul><ul><li>Suggest other food items best to go with the meal ordered </li></ul>
  13. 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>
  14. 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>
  15. 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>
  16. 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/Ma’am?” </li></ul><ul><li>Thank guest “enjoy your meal/drinks sir/maam”. </li></ul>
  17. 17. Check S atisfaction <ul><li>Check when it is the right time to interrupt. (breaking the silence) </li></ul><ul><li>“ How’s the food / beverage, how’s 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>
  18. 18. Offer desserts and hot beverages <ul><li>“ Excuse me Sir/Ma’am 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 _______, it’s good and helps for fast digestion. </li></ul><ul><li>Thank you very much (I’m sure you will like it!) </li></ul>
  19. 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 guest’s 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>
  20. 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>
  21. 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.