SERVICE SEQUENCE

OBJECTIVESGENERAL OBJECTIVEGENERAL OBJECTIVE

TO UNDERSTAND THE SERVICE SEQUENCE USED IN FOOD & BEVERAGE SERVICE

SPECIFIC OBJECTIVESSPECIFIC OBJECTIVESIN THE END OF THE UNIT, STUDENT

WILL BE ABLE TO PERFORM:

1. GUEST GREETING2. GUEST SEATING3. UNFOLD NAPKIN4. WATER SERVICE5. PRESENTING & DESCRIBING MENU6. TAKING ORDERS & RECOMMDING

DISHES7. SERVING FOOD & BEVERAGE8. CLEARING THE TABLE9. HANDLING BILLS10. THANKING GUEST & RESETTING

TABLE

1. Guest Greeting1. Guest GreetingFirst 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.

The Procedure Of The 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?

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)

3. Unfold Guest’s 3. Unfold Guest’s NapkinNapkin

• 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

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

5. Presenting And 5. 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

The Techniques Of The Techniques Of Presenting The MenuPresenting The Menu

Make sure the menu card is clean and tidy before u take itCarry the menu on the flat of the left armPresent the menu to the guest’s right hand sideIf the menu is placed inside a cover, opened up it first page, before being presented to the guestWhen all the guest had received their menu card, leave them for a while and lets the guest make their choice firstBut 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 hadBy doing this, will make the guest choose their meal faster

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

The Procedures Of The Procedures Of Taking OrderTaking Order

Ensure the guests are ready to orderUse captain order to take orderTake the order of the guest from their right hand side, move anticlockwise or clockwise round the tableHear carefully to what the guest’s said and write it down on the captain order Note any special requirements, if anyAfter 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 purposeKeep one copy for references

Captain OrderCaptain OrderA tools that used for the restaurant’s staff to write down the guest’s orderNormally, 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

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

Procedure For Serving Procedure 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)

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

HAVE HAVE NOT NOT FINISHFINISH

FINISHFINISH

TWO PLATES TWO PLATES CLEARING CLEARING

TECHNIQUESTECHNIQUES

THREE PLATES CLEARING THREE PLATES CLEARING TECHNIQUESTECHNIQUES

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

The Procedure Of The 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

10. Thanking Guest10. Thanking GuestLast impression = first impressionAssist those departing by moving the guest chair, collecting their personal belongings and offering to call the taxiWish them, thank them and acknowledge with final smile.Example: ‘Thank you sir, please come again and have a nice day’

10. Resetting 10. Resetting TableTable

After the guest left, the table and service area must be cleared, cleaned and the table must be reset for the next guestResetting the table means that all the required cutleries and glassware must be set back on the table

The Procedure For The Procedure For Clearing TableClearing Table

Remove coffee cups and center items, glassware and ashtrays. The cup and saucers, and also glassware should be carried using trayIf the table cloth is dirty, replace it with the clean clothEnsure that all chairs are returned to their original positionReset 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.

THANK YOU