SEQUENCE OF SERVICE

Food & Beverage

 FOOD & BEVERAGE

Service Sequence in Restaurant

1. First Impression
 1. First Impression

WHAT TO DO WHAT TO SAY

1. Observe guests reaction to both music
and light and adjust as required.
2. The Restaurant team will do their utmost to ensure that
everything feels, scents, tastes and is aesthetically
pleasing at all times.
3. There is always a hostess, restaurant
Manager or member of the staff at the
entrance of the restaurant
4.The reservation desk is well organized
5.The uniform is neat, clean, well pressed
without stains or tears
6. the entrance and surroundings are clean and tidy
7.All staff is aware of the operational
opening and closing hours
8.The restaurant is clean, i.e. Floors and walls
 1. First Impression

WHAT TO DO WHAT TO SAY

9.Windows are free of marks and finger print

10.Furniture is in good condition

11.Plants and flowers are well maintained

fresh without dusty or dead leaves

12.A selection of daily local newspapers

is on display

13.Air condition and fans are on appropriate

temperature level.
 FOOD & BEVERAGE

Service Sequence in Restaurant

2. Greeting and welcoming the guest to the table

 2.Greeting & welcoming the guest to the table

WHAT TO DO WHAT TO SAY

1.Welcome the guest at the restaurant, "Good morning sir/madam (name)
smile and wait Did you sleep well? (Breakfast)
Are you having a good day, sir/madam ? (Lunch)
Did you have a good day, sir/madam? (dinner)
2.Ask for reservation and details (take for "Do you have a reservation, sir/madam ?
dinner reservation only) How many people in your party?
Would you prefer to sit on the terrace or inside
Would you like a table in the smoking or non smoking area?"
3.Lead the guest to the table & make some "Follow me please, sir/madam.
small gestures at the same time What are you plans for today ?
Did you have a nice excursion to.... Etc ?"
4.Offer the menu to the guest This is the breakfast menu sir/ madam, or would you like to
take from buffet"
5.Ask the guest for coffee or tea Excuse me sir/madam, would you like to have coffee or tea"
6.Wish the guest a nice meal "Enjoy your Breakfast sir/madam"
"Enjoy your Lunch / dinner sir/madam"
7.In case the guest is from outside, a long bill
has to be made and the cashier to be informed
 FOOD & BEVERAGE

Service Sequence in Restaurant

3. Leading the guest to the table and seating the guest

 3. Leading the guest to table and seating the guest

WHAT TO DO WHAT TO SAY

1.Invite the guest to follow you to the table "This way please sir/madam"

2.Walk to the table "Did you have a nice flight, did you have a
Do not walk to fast & do some small talk day sir / madam?"
while approaching the table "Is it your first time you stay with us,
sir / madam?"

3.Pull the chair with both hands and offer "Your seat madam"
the seat - Always Ladies First "Have a seat please"

4.Unfold the napkin in a triangle and put on "Excuse me madam "

guest lap from any side of the guest "Thank you very much (after placing the
napkin on guest's lap)"
 Service sequence in the restaurant

4. Serve water and cold or hot towel

5. Present drink list and suggest beverage special or wine by the
glass
6. Take drink order
7. Present menu recommend and take order for food
 4. How to serve cold water and cold or hot towel

WHAT TO DO WHAT TO SAY

1. Fill water goblet with ice water, put on small
serving tray
2. Carry to the table and place to the right hand
side of the guest
3.While using a coaster
4. Fold the first face towel with cologne and water
5.Put in the refrigerator or warm cabinet

6.Take the cool or warm towel and put in the

small service tray
7.Serving the guest "Good evening sir/madam, here is your towel"

8.Put the small service with cool or warm towel

on the table in front of the guest by serve the
lady first
9.Take away the cool or warm towel "Excuse me, may I take away your towel?"
 5. Present drink list and suggest special
beverage or wine by the glass

WHAT TO DO WHAT TO SAY

1.Present drink list as soon the guest has "Excuse me sir /madam, this is our drink list"
sit down

2.Recommend special drink or wine by the "Would you like to try our special cocktail
glass (when the guest is hesitating) madam? It is...."
"Would you like to try our red / white wine by
the glass, sir ?"

3.Over local wine as a specialty "Would you like to try a glass of local white
wine with your curry, sir / madam?"
 6. Take Drink Order

WHAT TO DO WHAT TO SAY

1.Ask the ladies first, then gentlemen and "what would you like to drink, sir / madam?"
the host
2. Write down the order
a. Date
b. Table number
c. Cover
d. Time punch
e. Waiter number
f. Short code for drink

3.Repeat the order to the guest "Excuse me sir, may I repeat your order?
You have one Heineken beer and one
orange juice, is that correct Sir?"
 7.Present menu, recommend and take order for
food and wine by the bottle
WHAT TO DO old water and cold or WHAT hot TO SAY
1.Present the menu and wine list, then open "Excuse me sir, here is our menu and wine list"
towel
first page from any side for guest comfortable
2.Assist the guest in the ordering.
Write down the order and no of people
Take orders from the ladies first.
3.Recommend special and suggestion of the day "Excuse me sir, today we have a special set menu. It is a 3
a. Recommend special and suggestion of the day course meal including salad, main course and dessert."
b. Show the menu or promotion card "Excuse me sir, may I recommend......as first
c. Draw attention to the menu course and.........as a main course"
d. Politely ask for their order "This is our Chef Special and everybody's
e. Thank them for placing the order favorite"

4.Suggest a bottle of wine, corresponding to "If I may recommend you a bottle of this Australian
the food ordered Chardonnay which is good in flavour, yet dry and goes very
well with your salmon"
Excuse me sir, may I recommend this bottle of Hatten wine,
which has won many prizes and is produced here in
Indonesia.
5. Write down the beverage order in the same
manner as above
 Service sequence in the restaurant

8. Serve drink or wine by the glass

9. Open and serve a bottle a red wine
 8. Serve drink or wine by the glass

WHAT TO DO WHAT TO SAY

1. Make sure the drink or wine is in "Excuse me sir, this is your Heineken beer"
correct order "and for you madam, your mineral water"
"Enjoy your drink sir / madam"

2. Inform the guest what you are serving

3. Always serve drink or wine by the glass on

tray with coaster
(Always serve ladies first)
 9. Open and serve a bottle of Red Wine
.
WHAT TO DO WHAT TO SAY
1. Prepare mise en place
dessert plate
service napkin (linen)
paper napkin
B&B plate
Pull screw, foil cutter

2.Presentation & Opening is handled the

same way as white / rose wine, but the red
wine bottle is not folded in service napkin
>hold the bottle with the right hand, the wine
napkin with the left hand to remove drops
from the bottle neck

3. Hold the bottle label forward and facing upwards. "Excuse me sir, here is your Pinfolds"
>present the bottle to the guest who ordered
it and await confirmation of the right choice
 9. Open and serve a bottle of Red Wine

WHAT TO DO WHAT TO SAY

4. Place the wine on the service table next to
the guest comfortable to see
>turn the knife around the neck and remove
the foil
>insert the cork screw into the middle of cork
until half
>the screw is in the cork
>Put the lever on the lip of the bottle and gently
pull the cork half out
>Insert the screw deeper in the cork and pull
out the cork completely
>remove the cork completely and present
it to the guest on the table

5. Approach the host from the right hand side

and pour 1 inch of wine into the glass for
tasting, holding your napkin underneath for
preventing drops, and present the wine to
the guest while he / she tastes
 9. Open and serve a bottle of Red Wine

WHAT TO DO WHAT TO SAY

6. When the host approves the wine, start

pouring for the ladies first. "Thank you Sir"
Four 3/4 of the glass only

7. Don't forget to pour for the host at last "Enjoy your wine please"

8.Remeber: "Excuse me sir, I will change it

>Opening a bottle of wine is a gentle process immediately of course"
do not rush even if you are busy
>If the guest does not approve the wine after
tasting, change immediately the bottle without
questioning or arguing the decision.
 Service sequence in the restaurant

10.Serve bread and butter / dip selection (for western food only)
11.Serve starter, wish to enjoy their meal, check sahtray, bread basket & drink
 10. Serve Bread and Butter / dip selection
( for western food only)
WHAT TO DO WHAT TO SAY
1. How to serve bread:
>prepare bread basket
>Collect bread from the bread warmer or the hot kitchen
and let the Chef heat the bread up.
>make sure the bread is warm and fresh
>have a minimum of 3 different kind and up to the standard
>serve in basket or assigned container
2.How to serve butter:
>collect butter from the pantry "This is your bread basket sir/madam,
>arrange on small dish as standard please enjoy"
>Make sure butter is cold and fresh
>In case of dips, serve accordingly to Chef's standard
(choice of 3)
3.Remember: "Excuse me sir / madam, would you like to
>Butter and or dip selection is always served with fresh have some more bread?"
bread
>Bread and butter / dips have to be served before the food
>Bread and butter should be served within 3 minutes after
order is taken Replenish both as necessary
 11.Serve Starter, wish the guest to enjoy their
meal, check bread, beverage & ashtray
WHAT TO DO WHAT TO SAY
1.Before serving the appetizer, make sure
the right cutlery is set
2.Check the plate and presentation before serving

3. Make sure drinks, wine and bread / butter is

served already, double check who is getting what
before serving.

4.Approach to the guest's table and serve appetizer

from comfortable side
5.Place appetizer between fork and knife or
arranged cutlery
6.Serve condiments according to ethnic food
offered ( freshly ground pepper from the big mill,
parmesan for pasta )
7. Check the table and ask for additions "Would you like some more Heineken beer, sir?"
'Would you like some more bread sir / madam?"
 11.Serve Starter, wish the guest to enjoy their
meal, check bread, beverage & ashtray

WHAT TO DO WHAT TO SAY

8. Refill the wine glass if it was ordered

9. Replace used ashtray if necessary

10.Wish guests to enjoy their meal "Enjoy your lunch / dinner sir"
 Service sequence in the restaurant

12. Serving and clearing main course, placing toothpicks

13. How to srumc down table
14. Taking coffee and tea order, suggesting liquer
 12. Serving and cleaning main course, placing
toothpicks
WHAT TO DO WHAT TO SAY
1. Remove cutlery & plates of appetizer or soup
2. Check for necessary condiments or sauces as required and
place them prior to serve the main course, Prepare in advance
3.Serve main course as ordered, kid & ladies always first and
host at last
4. Serve main dish with garnish facing top or center
of the table, meat or fish facing down(if applicable)
5. Serve plates without tray from the right side
6. Before clearing the table, make sure all persons have "Are you finished sir / madam with you
finished their plate, cutlery lying on the right hand side main course ?"
and ask in doubt whether you can clear the table.
7.As with serving, we clear from the right hands
side, collecting the crockery & cutlery on your left arm.
8.Make sure on removing any unused side plates, empty glasses,
condiments, salt & pepper and changing the ashtray if needed.
9.Place toothpicks in centre of table
 13.How to crumb down table

WHAT TO DO WHAT TO SAY

1. Approach the table and clear everything, "Excuse me, please "
except the dessert cutlery and the toothpicks.
take away the salt and pepper

2.Crumb down the table by using a folded napkin "Excuse me, please "
and a dessert plate.
>whip the crumbs with the folded napkin on the
dessert plate
 14. Taking Coffee and Tea order, suggesting
liqueur
WHAT TO DO WHAT TO SAY
1. Ask the ladies first, then the gentlemen "Did you enjoy your meal sir / madam?
Would you like to take some coffee or tea?
How about a liqueur, may be a cognac with
the coffee ?"

2. Know your product 3.Write down the order with same sequence
>Make sure you can explain the difference as for the food previously
between cognac, brandy Armagnac, etc

4.Repeat the order "You have ordered a double Hennessy

cognac sir "

5.Make sure that all kinds of tea is served

with honey ( with exception of green tea
& Japanese tea )
Make sure to serve 1 kind of cookies with all
the coffee items, layered on the saucer
 Service sequence in the restaurant

15. Adjusting covers

16. Follow up and observation
 15. Adjusting Covers

WHAT TO DO WHAT TO SAY

1.Collect all cutlery required from the nearest
station using the captain's order.
2.Covers are speedily and efficiently adjusted only after food "Excuse me sir / madam, may I adjust
orders are taken and before bread service is carried out. your cutlery ? Thank you"
Cutlery is held by the handle and entire procedure is carried
out with minimum noise & interruption of the guest.
3.check that all required pieces are on the setting tray before
approaching the table.
>using the captain's order as a guide, exchange the original
cutlery in carrying out basis "Add first - take away second"
placing always the new cutlery before removing the original
setting.
4. Servers carry out all setting and adjustment to cutlery on the
right, by standing to the right and using their right hand to carry
out the exchange and vice versa. By doing so servers will never
reach across a guest when setting or adjusting cutlery.
5.Visually ensure all adjustments are made before leaving the
table. The only exception to this being a situation when a guest
seats with one side to the wall making it impractical not to reach
a cross the guest.
 16. Follow up and Observation

WHAT TO DO WHAT TO SAY

1. Ensure that the guest is satisfied with the
product and procedures.
2.Approach the guest when he is not conversing or busy
with another guest
3.Check for satisfaction and additional orders "is everything fine sir ? Thank you
is there anything else I can get for you, Sir "
4.If all is well, thank the guest and leave
5.If things are not going well, find out why, apologize and
quickly act to rectify the problem, inform your supervisor
at once
6. Try to up sell
7.Offer newspaper or magazine
8.Offer children's chair upon arrival and children's menu

9. Always observe your assigned table for additional

requests without being newsy and too much bothering
>stay in distance at least 2-3 meters
10.Give your name as point of contact.
 Service sequence in the restaurant

17. Up selling technique

18. Billing and payment
 17. Up selling technique

WHAT TO DO WHAT TO SAY

1.Active selling : "For this menu selection, I would recommend
> Always smile ................"
> The guest gets the impression we are "May I......." of course............
happy to serve him "I would be happy to bring you our wine list
> Recommend, don't force the guest again......"
> Be positive, try to convince have your palm on hands upwards, your arms
> Use polite phrases vertical downwards.
> Have the proper gestures
2.Make sure you have the knowledge "Would you like to have another glass of this
> Be sure to know menu, specials, beverage and wine list wine or would you like to try our local wine
> Try to recommend something else selection?"
> Don't recommend something, if you are not sure "Would you like to try a glass of red wine with your
whether the product is available steak, sir?"

5.Use suggestive question "Would you like to try our local white wine madam ?"
> Use "yes" questions "What kind of dessert would you like to try now, sir?"
> Use "How", What, Which, so the guest cannot "What kind of cognac would you like to have
easily say no with your coffee?" " Would you like to try a cigarillo or
> Use "alternative" questions cigar with your cognac, may I bring you a selection?"
 17. Up selling technique

WHAT TO DO WHAT TO SAY

3.Think like the guest and act upon it "Would you like to try a Cognac or an
> Offer coffee or tea Armagnac with your coffee, sir?"
> If ordered offer a digestive
> Think what you like to enjoy your meal
and celebrate

4. Take care of the kids "May be you would like to try our home-
> Offer kid's chair immediately upon arrival made ice cream or some fresh fruit"
> Present kid's menu and make your recommendations
> Offer when finished for dessert section and
speak to the child
> Offer toy's, pencils with the kid's menu to
them busy and happy
 18. Billing and Payment

WHAT TO DO WHAT TO SAY

1. During the breakfast, according to the type of breakfast, the
check will be punched and placed on the table
> During other times, after tea or coffee order / if there is no tea or
coffee order, prepare the bill at the station and keep it until the
guest request it.

2.Before presenting the bill, it must be properly itemized, exactly

reflecting the actual order.
> Always check that the breakdown is clear
and the bill indicate what is included.

3.When the guest requests the bill, present in clean a bill folder or
bill tray with a pen and within 3 minutes of the request.

4.After presenting the bill, retire from the table and stay within
vicinity
> Recover the bill and means of payment
applicable
 18. Billing and Payment

WHAT TO DO WHAT TO SAY

5.If the bank declines a credit card, never embarrass the host in
front of the other guest
> The POS machine indicates that there is a communication error, contact
the bank before returning to the guest
> Check the bill when not in front of the guest
> Verify that name, room number and signature of guest are clear and visible
6. Before printing the Bill:
> Check the numbers of items consumed by the guest
> Check the prices
> Check whether there are any discount entitlements
> Swipe the card in the electronic machine
> Wait for the slip top come out of the printer tear it and include in the folder
> Hand carbon copy to guest and after signature complete transaction in
machine
7. The payment must be processed quickly and returned to the guest within 5
minutes.
> Collect the folder and check whether the amount of cash is sufficient
> Settle in the micros box, include the change in the folder
> Bring to the guest, remaining change to be put into the tip box
 Service sequence in the restaurant

19. Complaint handling

20. Farewell and departure
 19.Complaint Handling

WHAT TO DO WHAT TO SAY

1. Manage the complaint It costs 5 X more to get a new customer than
> The first few seconds are crucial to keep a repeating one happy
> Your positive impression towards the guest is important
> You have to show sympathy and apologize at once

2.Demonstrate understanding "I understand, sir / madam "

> Listen carefully to the guest's points
> Remember details, signalize understanding
> Bring in the "I" message
3. Get the main issues
> Tell the guest what your action plan is
> Take notes, if the case is to complex
> Confirm and repeat the main points
4.Offer solution
> Never argue with the guest
> Offer one or even more solutions
5. Explain your follow up "I will arrange this at once, if this is ok
> Explain a detailed step by step procedure with you"
> Give a solid time frame for the compensation
 19.Complaint Handling

WHAT TO DO WHAT TO SAY

6. The compensation It is important the guest feels being
> Most important is speed for the execution recognized
> Let the guest decide, ask what he/she
would like to have
> Demonstrate your good will to please the guest

7. Do apology and be grateful "Thank you Mr. Miller for this constructive
> Admit the mistake advice / comment"
> Repeat the reason / main issue for the apology
> Be grateful to the guest
8. Demonstrate relation "By the way sir, your room is fine, are you
> Move away from the problem happy with......the hotel and our services?"
> Ask for other services, which are surely positive
9. The follow up talk Only 1 in 20 guests really complain, the rest
> Most guest don't expect you are coming remain quiet and does not return
back once more
> It will helping the future, guest will remember
 20.Farewell and Departure

WHAT TO DO WHAT TO SAY

1. Pull the chairs out for the guests, ladies first

2. Check satisfaction of all guests "Did you enjoy your lunch / dinner sir?"

3. Ensure any queries or suggestions are "I will check immediately sir / madam "
immediately acted upon

4. Escort the guest to the exit

5. Thank the guest for their business and help "Thank you very much, have a nice day
them with any Luggage or coat sir / madam"

6.Go back and re set the table promptly

 Service sequence in the restaurant

4. Serve water and cold or hot towel

5. Present drink list and suggest beverage special or wine by the
glass
6. Take drink order
7. Present menu recommend and take order for food
 Service sequence in the restaurant

8. Serve drink or wine by the glass

9. Open and serve a bottle a red wine
 Service sequence in the restaurant

10.Serve bread and butter / dip selection (for western food only)
11.Serve starter, wish to enjoy their meal, check sahtray, bread basket & drink
 Service sequence in the restaurant

12. Serving and clearing main course, placing toothpicks

13. How to srumc down table
14. Taking coffee and tea order, suggesting liquer
 Service sequence in the restaurant

15. Adjusting covers

16. Follow up and observation
 Service sequence in the restaurant

17. Up selling technique

18. Billing and payment
 Service sequence in the restaurant

19. Complaint handling

20. Farewell and departure
ROLE PLAY AND PRACTICAL
THANK YOU