Sequence of Service

STANDARD OPERATING PROCEDURE – FOOD AND BEVERAGE DEPARTMENT
JETWING HOTELS
Sequence of Service
(Welcoming the Guest to Bidding Farewell)
1. Meeting the Guest

 Observe the guest & walk towards the guest, with a smiling face.
2. Greeting the Guest

 Greet the guest politely saying “Ayubowan”.
 Welcome the guest to the restaurant with a smile and greeting: E.g.:
“Welcome to Lagoon restaurant, Mr./Mrs. .......................”
For Reserved Tables,
Check with the guest whether they have a reservation.

 “ Sir/Madam, do you have a reservation with us”
 “ Have you made a reservation Sir/Madam”
If yes,
 “ Under which name have you made your reservation”
For Guests without Reservations,
Confirm the number of guests

 “How many persons? Mr/Mrs” (avoid using pax, people)
If a table is not available,

Seat the guest at the lobby or an alternative place until the table is
ready.
 “May I offer you a seat at the (location as per the hotel) till
your table is ready?”
If a table is not available,
Seat the guest at the lobby or an alternative place until the table is
ready.
 “May I offer you a seat at the (location as per the hotel) till
your table is ready?”
3. Escorting the guest

JETWING HOTELS
 Guests need to be seated at a fully set clean table.

 When escorting the guests to the table always use open palm right hand
(avoid pointing fingers at tables).
 Offer options of the tables that are available - “Would you like to have a
seat this table….”
4. Seating the Guest

 Invite the guest to sit – “Sir/Madam, please”
 Smile and pull a chair out for the guest.
 Attend to disabled persons/senior citizens first.
 Attend to ladies before gents.
 Offer baby chairs for children.
 Push the chair in when the guest is about to sit down.
5. Placing the Napkin

 Excuse the guest and take the napkin to your hand.
 Fold the napkin in a triangular shape with minimum handling.
 Lay the napkin on the lap of the guest from the right hand side of the
guest.
 Start with the elderly lady, matured ladies and other ladies, elderly gents
and other gents last.
 If it is a buffet, place the napkin on the side plate.
6. Enquiring from Guest

 For breakfast, ask the guest for their tea/coffee preference
“Would you like to have Tea or Coffee?”
 Evening/afternoon, ask the guest “May I get you a bottle of still or
sparkling water Mr./Mrs.”
 Ask the guest “May I know your name and room number”
 Wish the guest an enjoyable breakfast – “Enjoy your breakfast /dinner
Mr./Mrs…”
7. Removal of Extra Covers
 Once all the guests are seated, excuse the guest and remove the extra
covers.
8. Presenting the Menu & Order Taking (Reference: Training lesson no2)
 Presenting the Food and Beverage menu
 Product Knowledge.
 Suggestive Selling.
 Punch the order into the POS machine and generate the KOT or BOT.
9. Preparing Cutlery
 Prepare the cutlery required according to the order taken.
JETWING HOTELS
 Hold cutleries from the neck while changing in order to avoid the finger
marks on them.
 Remove the unwanted cutlery from the table
10. Serving Water

 Pour into the glass water from the right hand side, leaving space of 1
inch at the rim of the glass.
11. Serving of bread

 After taking the food order bread is to be served with dips and olive oil
(butter to be given on request).
 The basket needs to be refilled constantly until the guest finishes their
main course
12. Food Pick up

 All food collected should be served immediately, do not stall food
orders specially hot food.
13. Serving of Starter, Soup, Sorbet, Main course…

 Pick up and serve the food using the correct service methods. (Ladies or
kids first, right side service (where possible)
 Depart the table by saying “Enjoy the food or soup….”
14. Clearance
 Once you identify the whole table has finished, start clearing the table.
 Remove the unused cutlery using a cutlery pocket.

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Sequence of Service

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STANDARD OPERATING PROCEDURE – FOOD AND BEVERAGE DEPARTMENT

1. Meeting the Guest

2. Greeting the Guest

For Reserved Tables,

Check with the guest whether they have a reservation.

For Guests without Reservations,

Confirm the number of guests

If a table is not available,

If a table is not available,

3. Escorting the guest

 Guests need to be seated at a fully set clean table.

4. Seating the Guest

5. Placing the Napkin

6. Enquiring from Guest

10. Serving Water

11. Serving of bread

12. Food Pick up

13. Serving of Starter, Soup, Sorbet, Main course…

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