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Chapter 3 guest handling procedure

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Demonstrate mastery of knowledge and understanding of guest handling procedure

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Chapter 3 guest handling procedure

  1. 1. SERVICE SEQUENC E
  2. 2. OBJECTIVES GENERAL OBJECTIVEGENERAL OBJECTIVE TO UNDERSTAND THE SERVICE SEQUENCE USED IN FOOD & BEVERAGE SERVICE SPECIFIC OBJECTIVESSPECIFIC 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. 3. 1. Guest Greeting1. 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. 4. The Procedure OfThe Procedure Of Greeting GuestsGreeting 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. 5. 2. Guest Seating2. 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. 6. 3. Unfold Guest’s Napkin3. 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. 7. 4. Water Service4. 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. 8. 5. Presenting And5. Presenting And Describing The MenuDescribing 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. 9. The Techniques OfThe Techniques Of Presenting The MenuPresenting 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. 10. 6. Taking Orders &6. Taking Orders & Recommending DishesRecommending 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. 11. The Procedures OfThe Procedures Of Taking OrderTaking 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. 12. Captain OrderCaptain 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. 13. 7. Serving Food &7. Serving Food & BeverageBeverage  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. 14. Procedure For ServingProcedure For Serving Food & BeverageFood & 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. 15. 8. Clearing Table8. 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 HAVEHAVE NOTNOT FINISHFINISH FINISHFINISH
  16. 16. TWO PLATESTWO PLATES CLEARINGCLEARING TECHNIQUESTECHNIQUES
  17. 17. THREE PLATES CLEARINGTHREE PLATES CLEARING TECHNIQUESTECHNIQUES
  18. 18. 9. Handling Bills9. 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. 19. The Procedure OfThe Procedure Of Handling BillsHandling 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. 20. 10. Thanking Guest10. 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. 21. 10. Resetting Table10. 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. 22. The Procedure For ClearingThe Procedure For Clearing TableTable 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. 23. THANK YOU

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