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1. 1. How do you welcome your guest when they
visit your house?
2. Write 3 examples of phrases that you say
when welcoming or greeting them.
3. After the guest entered your house, what will
you do next?
4. Do you think your way of greeting and
welcoming your guest at home is similar with
the way you treat your customers in
restaurants? Explain your answer.

2. Courtesy is one of the most essential
aspects of restaurant service, so is a
degree of formality, especially in up
market operations. Efforts must be made to
ensure a relaxed and welcoming
atmosphere with a warm, friendly and
efficient service provided with politeness.
To do this, you need to learn the sequence
of service and welcoming and greeting
guests’ procedure.

3. Arrange the following steps to complete the right sequence for
food and beverage service. Write your answer on your answer
sheet/notebook.
Taking Food & Beverage
Order Serving Food Greeting and Seating
Taking Booking Billing Dishwashing
Clearing during Service Preparation for Service Dealing with Payments
Serving Beverage Clearing following Service

4. Sequence of service is referred
to as the order in which a waiter
provides service to guests from
the time the guest enters the
restaurant to the time he leaves
the restaurant.

5. 1. Preparation for service
1.1 Mise-en-place
1.1.1 Cleaning
1.1.2 Refilling salt and pepper, sauces
1.1.3 Changing linen, restock
sideboards
1.1.4 Setting the table

6. 2. Taking booking
2.1 Standard for taking reservation
2.1.1 Phone must be answered within 3 rings
2.1.2 Answer phone with standard greeting
2.1.3 Ask for precise information
2.1.4 Name of caller, host name, arrival date,
total pax, phone number, special request must
recorded in reservation log book
2.1.5 Do not take more reservation than the
dining room can accommodate
2.1.6 Offer guests other alternatives when no
reservation available at that time

7. 3. Greeting and Seating
3.1 Standard for welcoming and seating
guest
3.1.1 Greet guest in warm and courteous
manner
3.1.2 Ask if guest has made a reservation,
direct guest to the reserved table
3.1.3 Try to seat guests in different sections
3.1.4 Pull out chair for guest and seat the
ladies first
3.1.5 Unfold the napkin
3.1.6 Introduce the server

8. 4. Taking Food and Beverage Order
4.1 Standard for taking beverage order
4.1.1 Approach guest and offer him a drink listing
using up selling techniques
4.1.2 Do not force the guest to order
4.1.3 Clearly write orders and repeat the orders
4.2 Standard for taking food order
4.2.1 Food order must be taken within 1 minute when
guest is ready
4.2.2 Present menus from the guest’s right. Ladies first
or person seated on the right side of the host
4.2.3 Answer to questions regarding menu items,
methods of preparation or cooking
4.2.4 Repeat the food orders

9. 5. Serving Beverage
5.1 Serve all beverages from
the guest’s right
5.2Handle glasses at the base
or by the stem

10. 6. Serving Food
6.1. Inform guests of any
orders which require extra
preparation time

11. 7. Clearing during Service
7.1 Always clear empty glassware
before Serving next beverage
7.2 Always clear empty plate
before serving next food

12. 8. Billing
8.1 Check with guest for more orders
before preparing the bill
8.2 Make sure the bill is mistake free
and is presented to the right guest
and to the right table
8.3 Use the folder when presenting the
bill
8.4 Step back and wait in case guest
has any questions

13. 9. Dealing with Payments
9.1 Guest can pay with a credit card,
cash or sign the bill in case of house
guests
9.2 Once the guest signs the bill,
check the name, signature and room
number against guest name list at the
cashier station

14. 10. Dishwashing
10.1 Clear the restaurant
tables
10.2 Steward washes all
the plate that had
used

15. 11. Clearing Following Service
11.1 Place salt and pepper
shaker on a table near the
service doors
11.2 Place clean tablecloth on
top of one another on one
table
11.3 Place all chairs on the tables,
the seats resting on the table