Sequence Of Service- Restaurants

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Information about Sequence Of Service- Restaurants

Published on January 30, 2009

Author: bhavna123

Source: slideshare.net

S equence of S ervice

Attributes of a S erver Hardworking Flexible Honest Resourceful Good listener Salesman Lots of common sense Hygienic & well-groomed

Hardworking

Flexible

Honest

Resourceful

Good listener

Salesman

Lots of common sense

Hygienic & well-groomed

S ervice S equence Welcoming Guests Guiding and seating the Guest/s. Check comfort and seating arrangement Serving water Menu Presentation Order Taking Suggestive Selling Repeat Order/s Placing Order/s to System and Kitchen Quality Checking Food Presentation Check Satisfaction Offer Dessert and Drinks Clearing and Crumbing Presenting the Bill Thank the Guest/s

Welcoming Guests

Guiding and seating the Guest/s.

Check comfort and seating arrangement

Serving water

Menu Presentation

Order Taking

Suggestive Selling

Repeat Order/s

Placing Order/s to System and Kitchen

Quality Checking

Food Presentation

Check Satisfaction

Offer Dessert and Drinks

Clearing and Crumbing

Presenting the Bill

Thank the Guest/s

W elcoming G uest Ensure that the restaurant is ready for the service Greet Guest/s with a SMILE Welcome Guest to the Outlet Ask if they have a Reservation Ask Guest preference (SMOKING or NON-SMOKING) Guide Guest to Table Preference (use open palm)

Ensure that the restaurant is ready for the service

Greet Guest/s with a SMILE

Welcome Guest to the Outlet

Ask if they have a Reservation

Ask Guest preference (SMOKING or NON-SMOKING)

Guide Guest to Table Preference (use open palm)

E scorting the Guest Always lead the guest. Use open palm, direct which way to go. For elderly and/or disabled assist properly. Note: Ask permission 1 st . For group with kids, position them in the corner or wall side For couples assist them to the best view of the restaurant /corner Always follow guest preference. Assist when sitting by pulling out and pushing back the chair gently (Ladies First) . Offer a booster chair for guest with children

Always lead the guest.

Use open palm, direct which way to go.

For elderly and/or disabled assist properly. Note: Ask permission 1 st .

For group with kids, position them in the corner or wall side

For couples assist them to the best view of the restaurant /corner

Always follow guest preference.

Assist when sitting by pulling out and pushing back the chair gently (Ladies First) .

Offer a booster chair for guest with children

Check C omfort Confirm if they are comfortable with the selected seat/s and table/s. Ask if table is enough for the group Adjust to any of the guest preference. Remove coats Check satisfaction. Remove any extra place settings.

Confirm if they are comfortable with the selected seat/s and table/s.

Ask if table is enough for the group

Adjust to any of the guest preference.

Remove coats

Check satisfaction.

Remove any extra place settings.

Lay N apkins From the left The napkin has to be folded in a triangle; ensure minimum handling. Check the body language of the ladies if they are uncomfortable refrain from laying the napkins on the laps put it on the hand rest of the chair.

From the left

The napkin has to be folded in a triangle; ensure minimum handling.

Check the body language of the ladies if they are uncomfortable refrain from laying the napkins on the laps put it on the hand rest of the chair.

W ater S ervice Choice of bottled water or regular water Regular water must be served immediately Bottled water should be served in 4 minutes Offer the bottle to the guest. After he approves the temperature proceed to open the bottle. If the bottle has a plastic seal remove it and put it in your pocket. Unscrew the cap of the bottle Proceed to pour the water; from right hand side of the guest. Keep a serviette handy. Cap the bottle and put it in the center of the table

Choice of bottled water or regular water

Regular water must be served immediately

Bottled water should be served in 4 minutes

Offer the bottle to the guest. After he approves the temperature proceed to open the bottle.

If the bottle has a plastic seal remove it and put it in your pocket.

Unscrew the cap of the bottle

Proceed to pour the water; from right hand side of the guest. Keep a serviette handy.

Cap the bottle and put it in the center of the table

Offer M enu To each guest where possible; ladies first Check for damaged or dog eared menu before hand Check that the menu is not upside down before offering it to the guest Open the menu to the first page while offering it to the guest. Hold menu at upper part with your right hand and assist with your left hand at the bottom part.

To each guest where possible; ladies first

Check for damaged or dog eared menu before hand

Check that the menu is not upside down before offering it to the guest

Open the menu to the first page while offering it to the guest.

Hold menu at upper part with your right hand and assist with your left hand at the bottom part.

Take o rders From the ladies/ host first Always carry a KOT pad and a pen to the table Stand at a convenient distance from the guest. Make useful recommendations while taking the order Note the courses separately; with a line Repeat the order Take the beverage order first, then starter order and then main-course order. Present the dessert menu after the guest has finished the main-course. While taking the order inform the guest about the time that will be taken to prepare the food. Change cutlery according to guest's / order requirement using a serving plate.

From the ladies/ host first

Always carry a KOT pad and a pen to the table

Stand at a convenient distance from the guest.

Make useful recommendations while taking the order

Note the courses separately; with a line

Repeat the order

Take the beverage order first, then starter order and then main-course order. Present the dessert menu after the guest has finished the main-course.

While taking the order inform the guest about the time that will be taken to prepare the food.

Change cutlery according to guest's / order requirement using a serving plate.

Repeat O rder Sir / Ma’am, may I repeat your order pls.….. You ordered for (#) pcs. of… Doneness Sauces Drinks (alco / non-alco) Extra’s Portion/s Which would you like to be served first? Would that be all Sir/Maam? Thank Guest sincerely

Sir / Ma’am, may I repeat your order pls.…..

You ordered for (#) pcs. of…

Doneness

Sauces

Drinks (alco / non-alco)

Extra’s

Portion/s

Which would you like to be served first?

Would that be all Sir/Maam?

Thank Guest sincerely

Know your P roduct Know what your product is Portioning Doneness Ingredients Preparation time Presentation Sauces, condiments, etc. that goes with the meal. Cutleries, chinaware’s & glasses Suggest other food items best to go with the meal ordered

Know what your product is

Portioning

Doneness

Ingredients

Preparation time

Presentation

Sauces, condiments, etc. that goes with the meal.

Cutleries, chinaware’s & glasses

Suggest other food items best to go with the meal ordered

Suggestive S elling Offer slow moving but highly profitable Items. Consider kitchen stock FIFO Suggest aperitif or wine to go with their meal Offer specialty of the day/house Offer second servings of items ordered. Suggest long drinks and fresh juices Inform guest of food portioning for possible adjustments with their order/s..

Offer slow moving but highly profitable Items.

Consider kitchen stock FIFO

Suggest aperitif or wine to go with their meal

Offer specialty of the day/house

Offer second servings of items ordered.

Suggest long drinks and fresh juices

Inform guest of food portioning for possible adjustments with their order/s..

Placing Orders to B ar & K itchen Encode orders to system Provide copy of BOT for Beverage Provide copy of KOT for Food Orders Specify Sequence Inform Guest Preference on Food and Drinks If preference is not available, inform Guest ASAP.

Encode orders to system

Provide copy of BOT for Beverage

Provide copy of KOT for Food Orders

Specify Sequence

Inform Guest Preference on Food and Drinks

If preference is not available, inform Guest ASAP.

Quality C heck Check if prepared food is within standards Check portioning based on standards Check preparation based on guest request. Check plates used Check cutlery set-up in the table. Check condiments needed Prepare all serving gears

Check if prepared food is within standards

Check portioning based on standards

Check preparation based on guest request.

Check plates used

Check cutlery set-up in the table.

Check condiments needed

Prepare all serving gears

F ood P resentation Excuse yourself from the guest when ever presenting any food or Beverage Present to guest through the correct serving side (follow sequence of service). Confirm or repeat order while laying items on the table Inform Guest of his / her preference and how it has been prepared. Offer assistance after serving. “Is there anything else I may assist you with Sir/Ma’am?” Thank guest “enjoy your meal/drinks sir/maam”.

Excuse yourself from the guest when ever presenting any food or Beverage

Present to guest through the correct serving side (follow sequence of service).

Confirm or repeat order while laying items on the table

Inform Guest of his / her preference and how it has been prepared.

Offer assistance after serving. “Is there anything else I may assist you with Sir/Ma’am?”

Thank guest “enjoy your meal/drinks sir/maam”.

Check S atisfaction Check when it is the right time to interrupt. (breaking the silence) “ How’s the food / beverage, how’s the taste? Was it prepared to your satisfaction? “ Is there anything else I may assist you with, Sir / Maam? “ Thank you very much, enjoy your Meal or Drinks.

Check when it is the right time to interrupt. (breaking the silence)

“ How’s the food / beverage, how’s the taste? Was it prepared to your satisfaction?

“ Is there anything else I may assist you with, Sir / Maam?

“ Thank you very much, enjoy your Meal or Drinks.

Offer desserts and hot beverages “ Excuse me Sir/Ma’am would you like to try our _________ for dessert?” Would you like some liqueurs? I suggest you try our new concoction called _______, it’s good and helps for fast digestion. Thank you very much (I’m sure you will like it!)

“ Excuse me Sir/Ma’am would you like to try our _________ for dessert?”

Would you like some liqueurs?

I suggest you try our new concoction called _______, it’s good and helps for fast digestion.

Thank you very much (I’m sure you will like it!)

Presenting the b ill Secure bill from the cashier Check details of the bill. Excuse yourself and present bill to guests Check that the guest’s signature is correct for “ charge bill” Thank guest and excuse yourself. Forward bill/s to the cashier for posting

Secure bill from the cashier

Check details of the bill.

Excuse yourself and present bill to guests

Check that the guest’s signature is correct for “ charge bill”

Thank guest and excuse yourself.

Forward bill/s to the cashier for posting

Bidding F arewell After processing the bill, return to guest and hand-over change if any. Assist guest as they prepare to leave. Lead guest to doorway. Sincerely thank guest and bid goodbye.

After processing the bill, return to guest and hand-over change if any.

Assist guest as they prepare to leave.

Lead guest to doorway.

Sincerely thank guest and bid goodbye.

The customer is the most important visitor in our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business – he is a part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.

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