SEQUENCE OF SERVICE

STANDARD OPERATIONAL PROCEDURE OF

RESTAURANT

 Greet the guest (Good Morning / Afternoon / Evening

/, Welcome to Warung Bali Restaurant)
 Check reservation detail (Have you made a
reservation?)
 Escort the guest to the table (Follow me please.)
 Seat the guest and unfold the napkin (Sit down
please.)
 Present menu and inform the special menu for today
(Here is the menu, we have Balinese Pain Cake special
for today)
 Serve the mineral water and take the food order (Here
is the mineral water, can I take the food order)
 Serve the first course (Here is your Sate Plecing)
 Clear the first course
 Serve the main course (Here is your Betutu. Please
enjoy your meal.)
 Clear the main course

 Present the dessert menu (Here is the dessert menu)

 Take the dessert order
 Set up the cutlery for the dessert
 Serve the dessert (Here is your dadar gulung and this
is free for you a cup of coffee)
 Check satisfaction (Excuse me, how is your
dinner/lunch/breakfast?)
 Clear the dessert
 Present the bill & Inform to the guest to pay in the
restaurant receptionist.(Here is your bill and please
pay to the restaurant receptionist)
 Bid farewell (Thank you for your coming and see you
next time)
1. Greeting

 Greeting to the guest based on time. Offer help. Example: ”Good Morning
sir/madam. May I assist you?”

2. Asking the Reservation & Pax

 Greeter / Waiter have to ask about the reservation & pax. Example: “Do you
have reservation before”
 If yes, ask for the guest’s name and guide the guest to the reserved table.
 If no, offer choice of seating.

3. Escorting the guest

 Greeter / Waiter is escorting the guest to the table. Example: “You are on
table 22. This way sir/madam.”

4. Seating the guest

 Greeter / Waiter invite the guest to take a sit. Example: “Take a sit,
please”
 Table setting are adjusted to the number of guest.

5. Folding the guest napkin

 Greeter / Waiter is folding the guest napkin.

6. Pouring Ice water

 Waiter is pouring ice water to the each water goblet.

 Move around the table and serve every guest from him right side with your
right hand when possible.

7. Offering Aperitif drink

 Waiter is offering aperitif drink. Example: “May I get you some drinks to
start off?”
 Restaurant must have non-alcoholic option.

8. Presenting Menu

 All Beverage menu should be clean and in good condition.

 Menu should be at least 2/3 languages.
  Menu must be presented to guest opened.
 Present menu in the guest table and open the first page.

9. Taking Order

 Staff should have a warm smile and polite attitude.

 Approach guest table within 10 seconds whenever they need to order.
 Always prepare a note pad and a pen. Offer recommendation.
 You can say: “Are you ready to order sir and madam?”

10. Repeating Order

 Waiter must repeat the guest order.

 Don’t forget to confirm about the order to the guest.
 Inform guest the expected service time.

11. Distributing Captain Order Slip

 Waiter is distributing Captain Order Slip to Kitchen, Bar, and Cashier.

12. Adjusting Cover

 Waiter is adjusting the cover equipment based on total pax and guest order.

13. Serving Bread & Butter

 Waiter is serving Bread & Butter to the guest from left side.

14. Serving Beverage

 Make sure the beverage are made as ordered.

 Serve beverage to the guest.
 Always serve ladies first.
 Avoid reaching across guests.
 Move around the table and serve every guest from him right side with your
right hand when possible.
 Repeat the name of the drink and any special requests as you serve each
drink to ensure that it is correct.

15. Serving Food

 Make sure the food are made as ordered.

 Serve food to the guest.
  Always serve ladies first.
 Avoid reaching across guests.
 Move around the table and serve every guest from him right side with your
right hand when possible.
 Repeat the name of the food and any special requests as you serve each
food to ensure that it is correct.
 Leave the table by saying: “Enjoy your meal” or “Enjoy your food”.

16. Clearing Up

 Wait to clear glasses and plates until more than one guest at a table is
finished, so guests who are still eating or drinking do not feel rushed
 After all guests have finished their main course, all plates, cutlery and side
dishes related to the dish must be removed.
 If the item is served from the right, it must be removed the right. Of course,
if the guest is not easily reachable from that side, one shall collect the
items from the other side.
 After the last course, but before the dessert, all plates, cutlery,
condiments. Bread & butter are cleaned from the table and any crumbs are
removed.

17. Crumbing Down

 The waiter approaches the guest from the left hand side.
 The waiter should be holding the crumber on top of a small silver platter in
his left hand.
 It is important that during this action you do not disturb the guest on the
table.
 The crumbing down of the table must be done within no longer than five
minutes of after the clearing of the mains.

18. Adjusting Cover Equipment for Dessert

 Waiter is adjusting the cover equipment dessert based on total pax and
guest order.

19. Serving Dessert

 Make sure the dessert are made as ordered.

 Serve dessert to the guest.
 Always serve ladies first.
 Avoid reaching across guests.
 Move around the table and serve every guest from him right side with your
right hand when possible.
 Repeat the name of the dessert and any special requests as you serve each
dessert to ensure that it is correct.
20. Clearing Up

 Wait to clear glasses and plates until more than one guest at a table is
finished, so guests who are still eating or drinking do not feel rushed.
 After all guests have finished their dessert, all plates, cutlery and side
dishes related to the dish must be removed.
 If the item is served from the right, it must be removed the right. Of course,
if the guest is not easily reachable from that side, one shall collect the
items from the other side.
 After the dessert, all plates, cutlery, condiments are cleaned from the
table and any crumbs are removed.

21. Billing

 Ensure the bill is accurate, always double check the bill before presenting it
to the guest.
 Always count guest’s money infront of guest.
 Thank the guest and process quickly.

22. Farewell to the guest

 Thank the guest by name and bid farewell to all members of the party.
 Help customers leave their table.
 When assisting the guest, ensure ladies first.
 Always says: “Hope to see you again.” or “Please come again soon.”
 Table should be reset immediately.
 STANDARD OPERATIONAL PROCEDURE OF

ROOM SERVICE

1. Order taking
2. Setting up tray / trolley
3. Delivering the order in the room
4. Prepare the tray / trolley for delivery
5. Tea / coffee service
6. Clearing tray
7. Presenting the bill
8. CIP / VIP Amenity Service
9. Morning shift / night shift check list
10. Take away (Parcel) order
11. Suggestive selling & up selling

ORDER TAKING PROCEDURES ( PICKING UP THE ORDER PROMPTLY AND

EFFECIENTLY)

 Pick up the telephone within 3 rings or 15 seconds whichever is less.

 Greet the guest with appropriate greeting using the guest name and giving your name
“Good Morning Mr. Brown, this is Tono from Room Service. How may I help
you?”
 Politely ask the guest about preferences.
 Use upselling techniques by suggesting soups, starters, drinks or desserts.
 Wherever appropriate mention the approximate time for delivery.
 Repeat the order back to the guest.
 Thank the guest for ordering through in room dining and big farewell “Thank you for
calling room service, have a nice day.”
 Clearly write out the order in the KOT mentioning the names of the items, time of
ordering, room number, name of the guest, portions, Etc.
 Complete the KOT and hand over the supervisor for execution.

SETTING UP OF TRAY / TROLLEY

 The second copy of the KOT is placed on the tray / trolley.

 Ensure the tray corners/ trolley base is free of grease, grime, and dirt.
 Place cruet sets, bud vase and Bon Appetite card for all meal orders.
 Check the tray mat / trolley cloth to be stain free and in good repair.
 A final check may be made to match the order and in good repair.
 Pick the order from the respective kitchens on the tray or trolley directly.
 Carry the correct accompaniments / condiments ( pickle, pappad for Indian orders and
Rolls and butter for continental orders ).
 As a final step, show the tray to the supervisor, on the way to the elevator, who will
check again for correctness.
 Pick up the bill in the order folder and check correctness.
DELIVERING THE ORDER QUICKLY AND PROMPTLY IN ROOM

 Use service lift to get to the correct floor as soon as possible.

 When on correct floor, take the shortest route to get to the room.
 Move along the corridors silently and briskly.
 Upon reaching the correct room, ring the bell or knock the door twice and announce
in a loud and clear voice “Room Service”
 When the guest opens the room, wish him according to the day.
 Announce the order by saying “Your coffee/ tea / lunch/ drinks, Mr. Brown.”
 Introducing yourself by the name to the guest while entering the room.
 While walking into the room, enquire with the guest on where may I place the tray.
 Place the tray appropriately an offer to serve him.
 If the order is in the morning, offer to open the curtain.
 If you serve the meal, lay a proper cover in the table or in the trolley and start the
service.
 After service find out guest about his proffered time for clearance or if he would
prefer to call back in room dining for clearance.
 Wish the guest an enjoyable meal / drink / coffee.
 Retreat to the door and exit gracefully while closing the door softly behind you.
 Fill up the Errand Card once after the order is delivered.
 If the room is on DND, immediately inform the order taker.
 May I take your signature Sir/ Madam.

PREPARE THE TRAY / TROLLEY FOR DELIVERY

 As soon as the order is ready, collect from kitchen / bar.

 Check order against KOT.
 Check for correct crockery, cutlery and glassware are in place.
 Place hot food in warmer, where ever appropriate.
 Cover all open food with cloche.
 Collect the bill from order taker in a folder and check account account against food
ordered.
 Inform the order taker about the order moving before proceeding to the floor.
 Executive / supervisor should check the tray before delivery (room orders)

TEA OR COFFEE SERVICE

 Pick up the appropriate order following the standard tray set – up.
 Once order is ready to leave the room service area inform the order taker on the room
number being serviced.
 Upon reaching the room, ring the bell and announce in a loud and clear voice “ Room
Service “.
 When the guest opens the room, wish him according to the time of the day, using his /
her name “Good morning Ms. Brown, My name is Tono from Room Service.”
 Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.”
 If it’s in the morning, take the paper from the door and place it in the rack or in the
writing table neatly.
 While walking into the room, enquire with the guest on where to place the tray and
place it accordingly.
  After laying the tray in an appropriate area offer to mix the coffee/ tea / drink for the
guest.
 Wish the guest enjoyable coffee / drink and retreat to the door and exit gracefully
while closing the door softly behind you.

CLEARING THE TRAY DROM THE ROOM PROMPLY ON TIME

 The time of clearance is known by asking the guest during service or from the order
taker if the guest call back Room Service for his clearance.
 Upon reaching the rooms follow the same procedure as in SOP for opening the door.
 After the guest opens the door, announce intention of clearing the tray / trolley.
 Arrange all the clearance on the tray and get guest feedback.
 Arrange the guest room as appropriately.
 Find out if the guest would like anything else “ Is there anything else that I could
assist you, Mr. Brown?”
 If nothing, exit from the room gracefully while wishing the guest a wonderful day.
 Carry the tray back from the room to room service pick up any other tray that you
may find in the corridor / pantry.
 Be careful not to drop anything on the way.
 Inform the order taker about the clearance.

PRESENTING THE BILL – MAKE THE BILL ACCURATELY

 Present the bill to the guest only after required service.

 The bill should be presented in clean folder along with hotel pen.
 Politely request the guest to sign the bill.
 When the guest has signed the bill, thank them, wish them a pleasant meal and
enquire about the clearance as mentioned in SOP.
 Leave the room gracefully taking away any unwanted items and close the door gently.
 Return the bill to the order taker who will settle it in the computer.

CIP VIP AMENITIES SERVICE ( SERVING HOT CHOCOLATE TO GUEST

ROOM ON TIME)

 As part of the guest service differentiators we serve a complimentary fruit basket or

cookies platter as per instruction and request slip from the Front Desk for Suites and
Presidential Suite.
 Once the request comes from any of the above category from the front desk, take
down the request.
 Make an NC KOT for the requested items and pick up the order from the kitchen.
 Ensure it is presented nicely with proper arrangements.
 Set up the tray and take the specially cleaned and assigned basket or platter for
placing it in the room.
 Once it is placed inform the immediate supervisor and front desk.
MORNING SHIFT CHECK LIST ( ENSURE THAT ALL THE CHECK LIST IS
FOLLOWED FOR SMOOTH OPERATIONS)

 File the occupancy and the sales report in the appropriate file.
 Follow up on the breakfast door knob menu request if any.
 Return all the liquor which was not sold the previous night to the dispense bar.
 Take the proper count and take over of all the beverages.
 Check the flowers and receive from housekeeping for the tray.
 Adequate new linens to be collected from housekeeping for the smooth operations
throughout the day.
 All bills to be handed over to front office at 10hrs, 15hrs, 12 midnight ( before the
night audit )
 Ensure that adequate amount of crockery and cutlery is there for the smooth
operations with adequate set tray for rapid service.
 Not available items to be checked with the chef and updated in the board.
 Errand cards have to be handed over to the supervisor and any clearance not done to
be handed over to the next shift steward.

EVENING SHIFT / NIGHT SHIFT CHECK LIST

 Tray set up for the dinner sessions to be done before 7 pm.

 Floor clearance to be done frequently (every 30 minutes)
 Once the housekeeping amenities are ready send Triton to housekeeping for pick up.
 Errand cards have to be handed over to the supervisors and any clearance not done to
be handed over to the next shift steward.

NIGHT SHIFT CHECK LIST

 Log books to be checked and updated at the end of every shift.

 Pickle and sauce containers to wash daily.
 Cash to be checked and handed over to front desk without any discrepancies.
 Check for the breakfast knob card for any advance order. Timing should be
mentioned.
 Check and collect advance tea/ coffee orders from front desk after signing the copy of
it.
 Collect liquor and smokes from the dispense bar.

TAKE AWAY (PARCEL) ORDER PROCEDURES.

 Take away the order one day advance by phone and mail.
 If its bill to company guest has to send the BTC mail to the hotel or fax request.
 If the guest wants to settle by online credit card they have to send the authorization
mail and in one day before, then we only forward to accounts to take the charge slip.
 Transportations for the parcel order around the city to be checked with the supervisor
or manager and to intimate to the guest.
 Parcel order has to be placed the order ticket to the kitchen two hours earlier to the
pick up and place the order overnight not more than one day before.
SUGGESTIVE SELLING AND UP SELLING

 Suggestive selling means encouraging guest to buy additional food and beverages.
Suggestive selling requires tact and good judgment.
 The key to effective suggestive selling is a good knowledge of the menu.
 Here are some tips for more effective suggestive selling :
 Be enthusiastic. It’s easier to sell something you’re excited about.
 Make food sound appetizing. Use words like “fresh”, “popular”, and “generous”
when describing menu items.
 Ask questions. Find out if guest is really hungry or just want something light, whether
they like chicken or beef, if they feel like having something hot or cold.
 Suggest specific menu items. Don’t simply ask: “ Would you like soup with your
meal ?” Instead, point out: “A cold bowl of borscht would go well with your salad on
a hot day like this.”
 Suggest your favorites. Try as many of the menu items as you can and tell guest
you’ve tried them: “You’ll like the chicken kiev. It’s one of my favorite here.” But
be honest – don’t say that something is your favorite when it isn’t.
 Offer a choice: “Would you like a slice of our famous cheesecake or our homemade
pecan pie for dessert?”
 Suggest the unusual. People dine out to get away from the routine fare they have at
home.
 Suggest food and beverage that naturally go together soups and sandwiches, coffee,
dessert, steak, and baked potatoes, and eggs.
 BANQUET

Banquet adalah bagian dari hotel yang melayani pelaksanaan function ( jamuan atau
pertemuan ) tertentu di hotel tersebut, yang dipersiapkan atas dasar kesepakatan dengan
pelanggan. Pelayanan di mulai sejak pelanggan memesan tempat hingga akhir acara.
Kesepakatan itu meliputi :

a. Hari, tanggal dan jam penyelenggaraan acara.

b. Jumlah tamu / peserta yang akan hadir
c. Macam acara
d. Tahapan penyelenggaraan acara
e. Tata ruang
f. Sistem pelayanan
g. Fasilitas lainnya
h. Sistem pembayaran

JENIS-JENIS PERJAMUAN / FUNCTION DAPAT DILIHAT DARI :

1. Tujuan penyelenggaraan,

a. Social event ( gathering, birthday, wedding, charity )

b. Business event ( sales promotion, product launching )

c. Holiday event ( Christmas, new year )

d. Others event ( state banquete / state functions )

2. Tata cara penyelenggaraan / pelaksanaannya

a. Standing Party, dalam ruangan yang digunakan dalam acara ini tidak disediakan meja
makan dan kursi , makan dan minum dinikmati sambil berdiri. Contoh : Cocktai Party,
Standing Buffet.

b. Sitting Party, dalam acara ini semua tamu menikmati makanan dan minuman dengan duduk
sebagaimana layaknya dan dilayani oleh pramusaji. Contoh : Set Menu Dinner, Sitting
Buffet.

3. Menurut model pengaturan meja dan kursi.

a. Theater style

b. Class style

c. Restaurant style.
 Berdasarkan jenis-jenis penggunaan ruang untuk function atau banquet antara lain :

1. Cocktai Party, jamuan dimana tamu berdiri sambil menikmati minuman dan makanan
ringan. Set up : Buffet atau dilayani oleh waiter, bar, meja kecil dan asbak, dekorasi, musik.

2. Sit down party, dapat berupa jamuan makan pagi, siang atau malam. Set up : makanan
disajikan oleh waiter atau di buffet, set up cover disesuaikan dengan makanan, dekorasi, bar
dan musik (jika diminta).

3. Buffet, makanan ada di meja prasmanan dan tamu mengambil sendiri makanannya. Set up :
meja buffet, side stand, dekorasi, bar ( jika diminta).

4. Lain-lain :

a. Coffee break, biasa waktunya brunch, happy hour, setelah break dari seminar, konfrensi,
meeting. Makanan ringan disertakan dan tamu menikamati sambil berdiri. Set up : Buffet
untuk minuman panas (coffee and tea ), Makanan ringan bias diletakan dimeja buffet atau
dihidangkan oleh waiter menggunakan tray.

b. Conference atau seminar, diskusi pemecahan masalah tentang topik menarik, membutuhkan
tempat yang nyaman dan tenang. Set up : Theater style atau Class style, pitcher, glasses dan
astray, board, writing pad, audio visual.

c. Exhibition, acara dapat dilaksanakan di dalam ruang atau di luar ruang. Pameran tidak
banyak membutuhkan tenaga dari kita, mereka lebih suka menata sendiri barang yang mereka
pamerkan. Set up :Sound system dan lighting, hal lain disusuaikan oleh kebutuhan pameran.

MENATA RUANGAN DAN MENGATUR LETAK MEJA BANQUET

Ada beberapa hal yang harus diperhatikan dalam menata meja :

1. Jumlah tamu yang akan dilayani

2. Jenis atau tema banquet
3. Menu dan jumlah makanan serta penyusunannya.
4. Jumlah jalur pelayanan
5. Bentuk meja yang tersedia.
6. Hiasan yang diperlukan sesuai dengan tema acara
7. Bentuk and ukuran dari ruangan yang akan digunakan
8. keinginan dari pihak penyelenggara

Jenis-jenis Buffet :
 1. A continual basis, tidak ada pilihan selain buffet
2. A Special Occasion basis, buffet diadakan pada acara tertentu saja. Contohnya lunch
buffet, dinner buffet.
3. A combination of table service and buffet style, tidak semua makanan tersedia di meja
buffet. Contoh Appetizer di meja buffet sedangkan main course dilayani pramusasji.

Bentuk-bentuk buffet :

1. Straight line shape, yaitu satu meja buffet memanjang dengan hidangan lengkap mulai
dari appetizer sampai dengan dessert.
2. Scramble system, yaitu lebih dari satu meja buffet disediakan dan letaknya terpisah,
tiap buffet diisi dengan satu jenis hidangan saja.

PELAYANAN BANQUET

Dalam penyelenggaraan suatu function, dapat digunakan table service dan self
service. Self service yang digunakan adalah buffet sevice yaitu jenis pelayanan dimana tamu
melayani dirinya sendiri dengan mengambil hidangan dari meja buffet / prasmanan yang
telah disediakan.

Hal-hal yang harus diperhatikan dalam pelaksanaan banquet :

1. Bentuk dan pengaturan meja buffet sesuai dengan ruang dan jenis acara.
2. Dekorasi ruang baik dan menarik disesuaikan dengan jenis acara.
3. Skirting harus menutup kaki meja.
4. Letak china wares harus dekat dengan makanan.
5. Service spoon dan fork harus cukup untuk setiap oval plate ( platter ).
6. Alur makanan sesuai dengan urutan makanan dari makanan pembuka sampai
makanan penutup.
7. Selalu menjaga makanan yang harus dimakan panas dan makanan dingin tetap
dingin.
8. Batas minimum jarak antara 2 meja adalah 2 meter.
9. Jarak kursi setelah diduduki antara punggung kursi 46 cm.
10. Jarak dinding runag dengan kursi 1 meter.