1.
10 STEPS OF SERVICE

2.
THE 10 STEPS OF WAITER SERVICE
• The success of every restaurant lies in the manner in which it takes care of
it's customers. Well trained staff will always deliver high quality service,
hence improving customer experience and increasing revenue. Here are the
10 steps of service every waiter must know:
• Greet the guests
• Offer a beverage
• Serve beverages and offer an appetizer
• Take food order
• Serve food
• Two-five minute check back
• Clear plates and glassware
• Suggest desserts and after dinner drinks
• Present the bill
• Collect payment and thank the guests

3.
GREETING YOUR GUESTS
• Guests should be greeting immediately.
They must be acknowledged within 30
seconds of arriving. Greet your guests with
a genuine smile and a, "Welcome to ABC
Restaurant". This is the time to also check
the number of pax (covers) as well as
whether they made a reservation or not.
Follow your restaurant's procedure for
guests with/ without reservations.

4.
OFFER A BEVERAGE
• As soon as your guests are seated,
introduce yourself and offer them
something to drink. In some restaurants,
you may be required to pour water for
your guests. "My name is... and I'll be
your waitron today. May I offer your
something to drink? A beer, cocktail,
etc". Don't waste time and wait for
guests to call you back to order drinks!
• This is the time to also present the
menus. Mention specials and out-of-
stock items.

5.
SERVE BEVERAGES AND OFFER AN APPETIZER
• Serve the beverages without delay.
Drinks should be delivered within 5
minutes of being ordered. Offer to
pour drinks for your guests. This is
also the time to offer an appetizer.
• Drinks should always be served on
the clean tray.

6.
TAKE FOOD ORDERS
• Take food order, starting with the
ladies. You should have intimate
knowledge of your menu and be able
to guide your guests.
• You should also be able to answer
any questions pertaining to the
meals. Remember to repeat the
order.

7.
SERVE FOOD
• Bring food immediately when it is ready.
Serve ladies first. If the table has kids, offer
to bring the kids' meals earlier. The same
goes with older guests. Warn your guests if
the plates are hot. After you finish serving,
check if everybody has the correct item.
• Serve from the left/ right in accordance to
your restaurant policy. The general rule is if
you are serving from the left, use your left
hand and if you are serving from the right,
use your right hand. Also make sure that
the table has the correct condiments for
the dishes served. Be available in case the
customer may need a condiment that you
did not bring. For example, some
customers may ask for mayonnaise with
their french fries instead of tomato sauce.

8.
TWO-FIVE MINUTE CHECK BACK
• Within two-five minutes, come back to
the table and check if everything is
good. Clear unnecessary plates and
glassware. This is important so that you
can verify the quality if the food.
Sometimes when customers start
eating, they may need some
condiments. If there are any problems
or complaints, they can be resolved
immediately. If the guest complains
about the meal, apologize, take it away
and fix it immediately.

9.
CLEAR PLATES AND GLASSWARE
• When guests are finished, clear
plates from the table with minimum
disturbance. Do not start
clearing when some guests are still
eating. This may be seen as rude.
• Clear according to your restaurant's
standards and policy.

10.
OFFER DESSERTS AND AFTER-DINNER DRINKS
• You may need to crumb the table
down. This is the opportunity for
your to suggest desserts. Here are
examples:
• "May I delight you with our amazing,
freshly baked carrot cake or malva
pudding with valnilla ice cream?".
• "How about an amarula dom pedro
to finish off your meal?"
• "A double shot of cognac (nightcap)
will ensure a peaceful sleep for you
sir“.

11.
PRESENTING THE BILL
• When your guests are done, check if
they would like anything else. Do no
ask if you can bring the bill; they may
feel like you are chasing them away.
• Present the bill as per your company
procedure and confirm method of
payment.

12.
TAKING PAYMENT
• Take payment as per your restaurant
procedure and thank the guests. If
the service was great, they may leave
you with a good TIP.
• Do not ask for a TIP!

13.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• After taking an order, repeat it back to the customers. This gives them confidence
in you, and studies show can result in bigger tips.
• Learn proper table service manners: serve from the left, remove from the right;
beverages poured from the right as the cups and glasses are always on the right;
glasses never picked up when filling; bring fresh wine glasses with every new wine;
and MANY others... Books written on this subject include "The Main Course on
Table Service". Get one and read it.
• Learn the correct way to set a table: forks left, knives right, napkin, coffee/teacup
handles at 5 o'clock with teaspoons parallel to the handle... etc.
• When clearing a table do it quietly as not to disturb the diners at other tables.
• If you have spare time: If two people are sitting at a table and one goes to the
restroom or excuses her- or himself for a moment, and if the other person looks
even slightly uncomfortable or awkward sitting alone, go by and make small talk
until the partner comes back or as long as you can before another table needs
attention. (Do not fail to keep an eye on other tables while doing this.)

14.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• Even if not required in training, memorize the menu cover to cover ASAP.
Talk to the kitchen to familiarize yourself with any specials. Taste sauces if
possible.
• If you are not busy at the moment and notice a customer at another table is
in need of something, assist them. If you help out your fellow waiters, they
will be more likely to help you out as well. Good service (no matter who
provides it) will ensure that customers will come back - that's keeping your
paychecks coming.
• Striking up friendly chat is usually recommended, but keep it short and
bear in mind that some customers desire privacy more than others and may
become irritated by intrusions.
• Customers can boil up and become upset over the most minuscule things,
such as the wrong drink order. When this happens, stay calm and correct
the situation and apologize to the customer.

15.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• You may find the LEADS policy helpful:
• Listen to the customer's complaint.
• Empathize with the concern ("I know it can be frustrating when you get the wrong
order...").
• Apologize personally for the problem, even if it isn't your fault.
• Do what it takes to make it right with the customer, such as offering a free appetizer or
other cheap item, or reducing the bill (check with your manager).
• Stand by your promise.
• Never tell a customer you will do something or "be right back" and not do it. Do not
promise to do something, anything, and not do it.
• Interaction and cooperation among co-workers is crucial in the speed of the deliverance of
food. Be kind to others, though they may be sour.
• Answering the phone may be part of the waiter's job. Clearly speak into the receiver to be
understood, and make sure you understand what the customer wants. Always write down
the customer's phone number.
• Use caution when writing down orders.

16.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• Remember good drinks and quick service = good mood = good tips. Try your
hardest to keep their water/tea glasses filled without being intrusive.
• Even when having pleasant conversation with co-workers, face your tables so you
can see if they motion or start looking for something. If customers see you with
your back turned, chit-chatting with a friend, they are more likely to be annoyed
and feel they are not receiving good service.
• Keep a spare shirt or tie at the restaurant. Accidents happen and a sloppy waiter is
not good for the appetite.
• If someone forgot to make tea and there is only enough for half a glass or a little
more, add more ice and fill the rest with water. Customers appreciate fast service
more than anything. Go back and start the tea. If they notice the tea is weak (most
won't), tell them you will start a fresh brew just for them.
• Don't give each table the same speech. It's much more personal that way.
• When serving couples, always take the woman's order first.
• Smile A LOT! Depending on the environment you work in, make jokes, small talk
etc. to keep the mood light and friendly.

17.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• If a customer complains, don't try to blame it on the cooks, hostess, or anyone
else. Simply apologize and work to resolve the problem. Check with the
manager before offering discounts, comped meals, etc...If the customer is still
not satisfied, ask if they would like to speak to the manager.
• When you get busy, make sure to let new tables know you will be with them in
just a minute. Don't get frantic, trust me, you'll start forgetting things.
• Never talk about how long of a day you've had or complain to customers or
coworkers. No one wants to hear it. Leave your problems at the door and fake
a smile if you have to.
• Be polite, call men Sir and women Ma'am or Miss.
• Interact with the kids. Parents love it. If children are becoming rowdy or
irritable, offer to bring them crayons, paper, crackers, something to keep them
busy. The parents will often be very grateful.

18.
GREAT TIPS TO BETTER YOUR RESTAURANT SERVICE
• Plates and silverware should always be brought before food arrives. You can to
this when you greet the table, or after you have brought the drinks.
• Once you get into a routine, stick with it. Analyze it frequently to see if there's
anything you can to more efficiently.
• Learn the menu, the ingredients and the cooking processes. Customers ask
weird questions sometimes and if you don't know the answer, be sure to ask
someone who does...most likely your manager.
• Be friendly with your co-workers, bartenders, cooks, busboys. If they like you,
they'll help you out more and make you job so much easier.
• Stay alert for refills, customers trying to get your attention, frowns from guests,
dropped silverware, spills, empty plates etc.
• If the restaurant you work at does not give free refills, but a customer asks for
one, be sure to inform them and ask if they would like another anyway.

19.
SAM HOSPITALITY
Offering On-site Training to Hospitality
Establishments
W: www.hospitalitycourses.co.za
E: training@hospitalitycourses.co.za
Tel: +27 82 765 9238