Sequence Of Service- Restaurants

S equence of S ervice

Attributes of a S erver
Hardworking
Flexible
Honest
Resourceful
Good listener
Salesman
Lots of common sense
Hygienic & well-groomed

S ervice S equence
Welcoming Guests
Guiding and seating the Guest/s.
Check comfort and seating arrangement
Serving water
Menu Presentation
Order Taking
Suggestive Selling
Repeat Order/s
Placing Order/s to System and Kitchen
Quality Checking
Food Presentation
Check Satisfaction
Offer Dessert and Drinks
Clearing and Crumbing
Presenting the Bill
Thank the Guest/s

W elcoming G uest
Ensure that the restaurant is ready for the service
Greet Guest/s with a SMILE
Welcome Guest to the Outlet
Ask if they have a Reservation
Ask Guest preference (SMOKING or NON-SMOKING)
Guide Guest to Table Preference (use open palm)

E scorting the Guest
Always lead the guest.
Use open palm, direct which way to go.
For elderly and/or disabled assist properly. Note: Ask permission 1 st .
For group with kids, position them in the corner or wall side
For couples assist them to the best view of the restaurant /corner
Always follow guest preference.
Assist when sitting by pulling out and pushing back the chair gently (Ladies First) .
Offer a booster chair for guest with children

Check C omfort
Confirm if they are comfortable with the selected seat/s and table/s.
Ask if table is enough for the group
Adjust to any of the guest preference.
Remove coats
Check satisfaction.
Remove any extra place settings.

Lay N apkins
From the left
The napkin has to be folded in a triangle; ensure minimum handling.
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.

W ater S ervice
Choice of bottled water or regular water
Regular water must be served immediately
Bottled water should be served in 4 minutes
Offer the bottle to the guest. After he approves the temperature proceed to open the bottle.
If the bottle has a plastic seal remove it and put it in your pocket.
Unscrew the cap of the bottle
Proceed to pour the water; from right hand side of the guest. Keep a serviette handy.
Cap the bottle and put it in the center of the table

Offer M enu
To each guest where possible; ladies first
Check for damaged or dog eared menu before hand
Check that the menu is not upside down before offering it to the guest
Open the menu to the first page while offering it to the guest.
Hold menu at upper part with your right hand and assist with your left hand at the bottom part.

Take o rders
From the ladies/ host first
Always carry a KOT pad and a pen to the table
Stand at a convenient distance from the guest.
Make useful recommendations while taking the order
Note the courses separately; with a line
Repeat the order
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.
While taking the order inform the guest about the time that will be taken to prepare the food.
Change cutlery according to guest's / order requirement using a serving plate.

Repeat O rder
Sir / Ma’am, may I repeat your order pls.…..
You ordered for (#) pcs. of…
Doneness
Sauces
Drinks (alco / non-alco)
Extra’s
Portion/s
Which would you like to be served first?
Would that be all Sir/Maam?
Thank Guest sincerely

Know your P roduct
Know what your product is
Portioning
Doneness
Ingredients
Preparation time
Presentation
Sauces, condiments, etc. that goes with the meal.
Cutleries, chinaware’s & glasses
Suggest other food items best to go with the meal ordered

Suggestive S elling
Offer slow moving but highly profitable Items.
Consider kitchen stock FIFO
Suggest aperitif or wine to go with their meal
Offer specialty of the day/house
Offer second servings of items ordered.
Suggest long drinks and fresh juices
Inform guest of food portioning for possible adjustments with their order/s..

Placing Orders to B ar & K itchen
Encode orders to system
Provide copy of BOT for Beverage
Provide copy of KOT for Food Orders
Specify Sequence
Inform Guest Preference on Food and Drinks
If preference is not available, inform Guest ASAP.

Quality C heck
Check if prepared food is within standards
Check portioning based on standards
Check preparation based on guest request.
Check plates used
Check cutlery set-up in the table.
Check condiments needed
Prepare all serving gears

F ood P resentation
Excuse yourself from the guest when ever presenting any food or Beverage
Present to guest through the correct serving side (follow sequence of service).
Confirm or repeat order while laying items on the table
Inform Guest of his / her preference and how it has been prepared.
Offer assistance after serving. “Is there anything else I may assist you with Sir/Ma’am?”
Thank guest “enjoy your meal/drinks sir/maam”.

Check S atisfaction
Check when it is the right time to interrupt. (breaking the silence)
“ How’s the food / beverage, how’s the taste? Was it prepared to your satisfaction?
“ Is there anything else I may assist you with, Sir / Maam?
“ Thank you very much, enjoy your Meal or Drinks.

Offer desserts and hot beverages
“ Excuse me Sir/Ma’am would you like to try our _________ for dessert?”
Would you like some liqueurs?
I suggest you try our new concoction called _______, it’s good and helps for fast digestion.
Thank you very much (I’m sure you will like it!)

Presenting the b ill
Secure bill from the cashier
Check details of the bill.
Excuse yourself and present bill to guests
Check that the guest’s signature is correct for “ charge bill”
Thank guest and excuse yourself.
Forward bill/s to the cashier for posting

Bidding F arewell
After processing the bill, return to guest and hand-over change if any.
Assist guest as they prepare to leave.
Lead guest to doorway.
Sincerely thank guest and bid goodbye.

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.

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Sequence Of Service- Restaurants

by Bhavana Agarwal on Jan 30, 2009

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Sequence Of Service- Restaurants — Presentation Transcript