handling guest

1. SERVICE
SEQUENC
E

2. OBJECTIVES
GENERAL OBJECTIVE
GENERAL OBJECTIVE
TO UNDERSTAND THE SERVICE
SEQUENCE USED IN FOOD &
BEVERAGE SERVICE
SPECIFIC OBJECTIVES
SPECIFIC OBJECTIVES
IN THE END OF THE UNIT, STUDENT
WILL BE ABLE TO PERFORM:
1. GUEST GREETING
2. GUEST SEATING
3. UNFOLD NAPKIN
4. WATER SERVICE
5. PRESENTING & DESCRIBING MENU
6. TAKING ORDERS & RECOMMDING
DISHES
7. SERVING FOOD & BEVERAGE
8. CLEARING THE TABLE
9. HANDLING BILLS
10. THANKING GUEST & RESETTING

3. 1. Guest Greeting
1. Guest Greeting
First impression from the guest is
important.
‘First Impression Is The Last
Impression’
Every guests attended to the
restaurant or hotel gain their first
impression from the staffs who
acknowledge their presence and the
greeting they receive.
The waiting service actually begins
with greeting of the guests.

4. The Procedure Of
The Procedure Of
Greeting Guests
Greeting Guests
1. Acknowledge new guests as soon as they arrive (smiling)
2. Approach the guests with an appropriate welcome, for
example; ‘Good morning/afternoon/evening Sir’
3. Ask the guest whether they have made any reservation. If
had, ask them booked under whose name
4. Ask them either they would like to have buffet or A la carte (if
Ala Carte, bring along the menu card while showing the
guest to their seat)
5. Don’t forget to ask them either they are smoking or not (some
restaurant had smoking and non smoking section)
6. Show the guest to their seat (normally seat has being
allocated for guest who had make a reservation)
7. If they don’t have any reservation, allocating the guest
according to the number of cover they come
Good afternoon, Madam.
Welcome to Crystal Restaurant.
I’m Brad, your host today. Have
you made any reservation?

5. 2. Guest Seating
2. Guest Seating
• Normally, seating the guest is done by hostess.
• Hostess will lead the guest to their table which had
being set if the guest had make a reservation
• If not, just seated the guest according to the number
of cover
• When arrived at the table, pull the chair for the lady
• After all the guest has being seated, unfold the
napkin and laid it on the guest’s lap (repeat it until
the last guest)

6. 3. Unfold Guest’s Napkin
3. Unfold Guest’s Napkin
• Unfold the napkin on the lap of the
guest upon they have seated
• Start from women or the guest honors
of that day
• Procedure for napkin unfold:-
• Start from the guest’s right hand side
• Move anti-clockwise
• Continue to unfold napkin to the rest of
the guest

7. 4. Water Service
4. Water Service
• Offered to the guests after the seating procedure.
• This will be done by the waiter of that particular table
• Purpose :-
– Refresh the guest’s
– Give them some time to select a pre-dinner drink.
• Procedure for serving water:-
• The water glass is positioned above the table knife
• Water is poured from the guest’s right hand side
• Move anti-clockwise
• Continue to offer water

8. 5. Presenting And
5. Presenting And
Describing The Menu
Describing The Menu
• Presenting the menu is the time for suggestive
selling.
• Have opportunity to sell items on the menu
and the “specialty” and side dishes.
• Must understand all the items in the menu and
able to describe how they are cooked and
served.
• A good waiter/waitresses is the person who
able to persuade the guest to try any menu in
the card. They also capable of attracting the
guest with their own style of explaining the
menu to the guest, so that the menu sounds
more interesting

9. The Techniques Of
The Techniques Of
Presenting The Menu
Presenting The Menu
Make sure the menu card is clean and tidy before
u take it
Carry the menu on the flat of the left arm
Present the menu to the guest’s right hand side
If the menu is placed inside a cover, opened up it
first page, before being presented to the guest
When all the guest had received their menu card,
leave them for a while and lets the guest make
their choice first
But it is good move, if the waiter/waitresses can
be a person who makes things easier for the
guest, by suggesting them what is the best offer
they can had
By doing this, will make the guest choose their
meal faster

10. 6. Taking Orders &
6. Taking Orders &
Recommending Dishes
Recommending Dishes
 Food orders are taken as soon as the
guests have made their selections
 The waiter/waitresses must be alert to
the signs inferring that the guests are
ready to order
 Don’t ever let the guests waiving their
hands or waiting too long to order their
food

11. The Procedures Of
The Procedures Of
Taking Order
Taking Order
Ensure the guests are ready to order
Use captain order to take order
Take the order of the guest from their right hand
side, move anticlockwise or clockwise round the
table
Hear carefully to what the guest’s said and write
it down on the captain order
Note any special requirements, if any
After all the guests finished ordering their meal,
repeating the order is a MUST!( so that, what
you have written are the same as what the
guest’s had ordered)
Transfer the order to the kitchen (fire order)
Record the order for billing purpose
Keep one copy for references

12. Captain Order
Captain Order
A tools that used for the restaurant’s staff to
write down the guest’s order
Normally, captain order had 3 layer of carbon
paper:
 First copy (White color) is for kitchen
reference
 Second copy is for bar (if there is an order for
beverages)
 Third copy is for cashier for billing purpose

13. 7. Serving Food &
7. Serving Food &
Beverage
Beverage
 Once the food are ready, the waiter/waitresses,
will take the food from the kitchen and serve it
to the guests
 Here, the waiter/waitress, must aware about
‘who taking what menu’
 Means that serving the correct dishes to the
correct guest
 Furthermore, the correct method of serving must
be applied

14. Procedure For Serving
Procedure For Serving
Food & Beverage
Food & Beverage
 Begin with the women or guest of honor first then
followed by the other guests
 Continue serving around the table clockwise
 Serve all food from the right hand side of the guest
with your right hand (except bread and butter from
the guest left hand side)
 Serve all beverages from the guest’s right hand side
with right hand
 Refill the water, coffee or tea without lifting the cup or
glass from the table
 When pouring hot beverage for the guest seated closed
together, use a clean folded napkin and cover up the
top of the decanter (protecting the guest from
exposing to the hot steam)

15. 8. Clearing Table
8. Clearing Table
 Plates are cleared after a course when the guests
have finished
 Guest usually indicates that they have finished
eating by placing their cutleries together on their
plate
 Clear the plates by using TWO-PLATE or
THREE PLATES CLEARING TECHNIQUES
from the guest right hand side
HAVE
HAVE
NOT
NOT
FINISH
FINISH
FINISH
FINISH

16. TWO PLATES
TWO PLATES
CLEARING
CLEARING
TECHNIQUES
TECHNIQUES

17. THREE PLATES CLEARING
THREE PLATES CLEARING
TECHNIQUES
TECHNIQUES

18. 9. Handling Bills
9. Handling Bills
 The bill stated the amount to be paid by
the guests
 With bills, the guest can view clearly the
total amount they must pay to the
restaurant
 The bills also are tools to monitor the
sales for the restaurant

19. The Procedure Of
The Procedure Of
Handling Bills
Handling Bills
 The bill should be kept ready for presentation as
soon as the guest requires it and present it when
the guest asked
 The bill is presented at table and is placed in
front of the guest from their right hand side
(open up the bill holder and stated the total
amount that the guest must pay)
 Common method of payment are cash and credit
cards

20. 10. Thanking Guest
10. Thanking Guest
Last impression = first impression
Assist those departing by moving the
guest chair, collecting their personal
belongings and offering to call the taxi
Wish them, thank them and
acknowledge with final smile.
Example: ‘Thank you sir, please come
again and have a nice day’

21. 10. Resetting Table
10. Resetting Table
After the guest left, the table and service
area must be cleared, cleaned and the
table must be reset for the next guest
Resetting the table means that all the
required cutleries and glassware must be
set back on the table

22. The Procedure For Clearing
The Procedure For Clearing
Table
Table
Remove coffee cups and center items, glassware
and ashtrays. The cup and saucers, and also
glassware should be carried using tray
If the table cloth is dirty, replace it with the clean
cloth
Ensure that all chairs are returned to their original
position
Reset the setting according to the SOP’s (standard
operating procedure)
Side station are restocked with cleaned, polished
equipment's immediately after the completion of
service as Mise En Place for the next service.

23. THANK YOU