What is Sequence of Service

 

Greeting and Seating:

·         Guest should be greeted and welcome with recognition, and should be helped with their coats and bags.

·         All guest is welcomed at the entrance.

·         Guest are greeted warmly.

·         Ask guest name to acknowledge them.

·         Use guest name during conversation.

·         Offer choice of seating.

·         Table setting are adjusted to the number of guest.

Menu Presentation service standards:

·         All menu should be clean and in good condition.

·         Menus must be presented to guest opened, Present menu in the guest table and open the first page.

·         Always point any recommendation or house favorites.

·         Inform the guest that you will take their order when ready.

·         Maintain eye contact and approach at the appropriate time.

Order Taking Service Standards:

·         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.

·         Be attentive at the guest table.

·         Offer recommendation.

·         Always repeat the guest order.

·         Inform guest the expected service time.

·         Estimate the serving time.

Point of Sale key in Procedure:

·         Double check all the key in order before send.

·         Barman should serve the drinks with the specific POS ticket.

·         Key in order into the POS system accordingly.

·         If any wrong order key in, look for assistant manager or above to void it immediately.

·         When barman gives the drinks to the waiter it should be with the POS ticket.

Order Delivery Service:

·         Waiter reviews the order and put on tray.

·         Quality check by every staff.

·         Acknowledge the guest 2 steps before approaching the table.

·         Offer to pour beverage.

·         Leave the table by saying: “Is there anything I can assist you at the moment?”

Handling Bills and final settlement:

·         Ensure the bill is accurate, Always Double check the bill before presenting it to the guest.

·         The bill is presented in a company bill folder and pen, retire from the table and stay within the vicinity.

·         Recover the check and means of payment.

·         Thank the guest and process quickly.

·         Payment should be done in 4-5 minutes.

Guest Departure and Fond Farewell:

·         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.”

·         Table should be reset immediately.

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Spatial Requirements from Dubai Municipality

 

a. The space available in a food establishment should be suitable for the business activity, and sufficient to carry out the operations as per the relevant provisions of this Code.

b. Requirements specific to the type of food establishments are provided as a separate guideline.Total area of food establishments should not be less than the minimum requirements stipulated in the layout approval guideline for food establishments.

c. Food and food handling activities should only be carried out within the area as delineated
in the approved layout plan. No food related activity, such as washing of equipment and utensils, food preparation and cooking of food, and storage of utensils, equipment and food, should extend to any place beyond the approved area.

Rationale:
Adequate space for food preparation is essential to ensure safe food preparation and shall support the type of operation and the number of customers to be served. For example, too small a kitchen for a restaurant may cause congestion and unhygienic food operation that increases the risk of food contamination. The general rule for food service establishments is that, establishments with larger gross floor area should provide more space for food preparation. The type of food, number of meals produced and the number of people working at the same time should also be considered while deciding the spatial requirements for food service establishments.

2.6 Floor, Walls and Ceilings
The requirements in this section apply to the floors, walls and ceilings of all areas used for food handling and associated activities such as storage and packaging.

2.6.1 Floors
Floors should be designed and constructed in a way that is appropriate for the activities conducted in the food establishment.

2.6.1.1 Floors in Dry Areas
a. In dry areas the floor should be durable, impervious, easily cleanable, and non-slip.

b. The floor to wall joints should be coved.

2.6.1.2 Floors in Wet Areas
a. In areas where the floor could be wet (such as food preparation or processing areas, walk-in coolers, washrooms), and areas subject to flushing or spray cleaning, the floor should be:

i light coloured;

ii durable, easily cleanable and non-slip;

iii constructed of a impervious material that is able to withstand regular wet washing,
such as tile or resin;

iv coved at the wall to floor joints, and sealed;

v designed to prevent the pooling of liquids; and

vi sufficiently sloped for liquids to drain to adequately sized and constructed floor drains
(See Section 2.7 below). Generally, a minimum slope of 2% is recommended.

b. If used, clean rubber or plastic mats, excluding carpet or other similar floor coverings, should be designed for easy removal, cleaning and, if necessary disinfection.

c. Absorbent material (e.g. cardboard, newspaper, sponge, unsuitable rubber mats) should not be used as floor material.

2.6.1.3 Temporary Flooring
Requirements as listed in 2.6.1.1 and 2.6.1.2 should be taken into account while constructing temporary floors.

Rationale:
Properly constructed floors facilitate cleaning and disinfection. Impervious materials do not absorb water or organic matter, and sloping helps avoid pooling of liquids which can lead to unhygienic conditions.

2.6.2 Walls and Ceiling

2.6.2.1 Walls
a. Walls should be designed and constructed in such a way that they can be kept clean.

b. In wet areas, walls should be constructed of an impervious material that is able to withstand regular washing.

c. In areas where open food is handled, internal surfaces of walls and partitions should be
surfaced with smooth, preferably light coloured, durable, non-absorbent and easily cleanable materials (e.g. tiles or stainless steel) to a height of not less than 2 Metres. The rest may be painted in a light-colour. Junctions between walls, partitions and floors should be coved.

2.6.2.2 Ceiling
a. Ceiling should be of continuous construction so that there are no empty spaces or wide joints. Although ceilings are less likely to require frequent cleaning, the surfaces should allow ease of cleaning.


b. Ceiling in kitchens and food rooms should be of light color and fire proof.

2.6.2.3 False Ceiling
a. False ceiling if used in food handling areas should have smooth, easily cleanable and impervious surfaces.

b. Access openings to the space above false ceiling should be provided to facilitate cleaning and for detection of signs of pest infestation.

c. Ceiling or the interior of the roof and overhead fixtures are to be constructed in a way that
prevents accumulation of dirt. There should be adequate measures in place to reduce condensation and subsequent growth of undesirable mold.

Rationale:
Light coloured walls and ceilings enable easy detection of dirt for prompt removal. Durable, impervious and easily cleanable surfaces facilitate cleaning work. However, note that the emphasis should be on cleanliness which is the primary objective of this provision.

The space between false ceiling and the original ceiling can get dirty and harbour pests. Periodic checks and cleaning are necessary to maintain a healthy and hygienic work environment.

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RESTAURANT FURNITURE (HOW TO CHOOSE & WHAT)

 

Furniture must be chosen according to the need of the establishment. Very often by using different materials design and furnish and by careful arrangement one can change the atmosphere and appearance of the food service area to suit different occasion.

Common restaurant furniture:

Chair

1. A chair seat: 46’ (80 inch) from the ground
2 Wide: 46’ (18 inch).
3 Height: 1 meter (39 inch) from the ground to the top.
4 Depth: 46’ (18 inch) from the front edge of the seat to the back of the chair.

Table

1 Round table: 1 meter (3 feet) in diameter- to seat 4 people.

2 Square table: 76 cm (2 feet-6 inch) square to seat 2 people, 1 meter (3 feet)

    square to seat 4 people.

3 Rectangle Table: 13 cm x 75cm (4 feet-6 inch x 2 feet- 6 inch) to seat 4 people.

   Mainly used for banquets to which extension would be added for longer Parties   4 Oval Table

5 Serpentine table

6 Conference table

Side Board (Dummy Waiter)

 

The side board is a piece of furniture with shelves & cupboard, specious enough to hold all the linen, cutlery, crockery, glassware, chinaware etc. The style and the design of the sideboard vary from one establishment to another. It depends upon the style of the service and the menu offered the number of waiters/waitress working from the sideboard, the number of table to be served from one sideboard, the amount of equipment required.

Bar and Bar Equipment

Bar serves alcoholic and non-alcoholic drinks to the guests. It is an important part of the restaurant in generating revenue. It is located in the lounge, public area or in front of Food and Beverage outlet.

Types of Bar

The various types of bars in operation are:

1. Fixed - a permanently sited, fully operational bar. This is usually the main bar.
2. Cocktail - a specialist bar, also permanently sited, possibly near the restaurant.
Usually smaller in size than the main bar.
3. Dispense - an area, where drinks are dispensed only to service staff, for example, sited in a restaurant but not accessible to guests.
4. Temporary - set up for a specific purpose, for example, in a function room.

  

Bar equipment

Different types of equipment used in the bar to serve beverages are as follows: 

Licensing, Approvals, Construction, Design and Facilities According to Dubai Municipality

 

Trade License

a. All food establishments in Dubai must have a valid trade licence from the concerned
government authorities in Dubai before the start of operation.

b. The operator of the food establishment must choose the appropriate business activity at the time of obtaining the license.

c. The business activity on the trade license of food establishments shall be related to food, and the license must clearly state the exact activity the establishment is involved in.

d. Food establishments shall not carry out any other activity other than the business activity (or activities) listed in the trade license.

Approval of Construction Plans and Specifications

a. Proposed layouts for new construction, or renovations to an existing food establishment, shall be reviewed for compliance with the existing regulations and approved by the Food Control Department prior to the construction, renovation or re-construction.

b. In existing facilities, major alterations that affect the main layout or the process flow shall not be carried out without prior approval from the Food Control Department. Alteration,
addition or deletion, which results in change of the approved layout, such as change
in area of the establishment or the food rooms, addition, deletion or repositioning
of equipment of a substantial and permanent nature, drainage works, passageways
and open spaces, means of exit, entry and internal communication, windows and ventilating
systems in production area etc., should not be carried out without the prior approval of the Food Control Department.

c. Plans for minor alterations that do not involve a change in the main layout and the flow of work such as the installation of shelves in a store room do not require prior approval.

A licensee has to submit the layout of the establishment for approval to the Food Control
Department prior to construction. Particulars to be indicated on a layout plan include but are not limited to:

i   area and space allocated to food handling and cooking, cleaning, food storage and seating;
ii    sanitary fitments, open spaces, restrooms, storage areas;
iii   all windows and mechanical ventilating systems;
iv   layout of equipment;
v    all means of exit and entry;
vi  facilities to carry out pot and dish washing, handwashing etc.

Site and Location

a. Sites for food establishments should be chosen such that they are free from conditions that might interfere with their sanitary operation. Food establishments should be set far enough apart from waste disposal facilities and incompatible processing facilities so there is no risk of contamination.

b. Generally a minimum distance of 30 meters is recommended from potential sources of
contamination. However, a greater or lesser distance could be accepted depending on specific site conditions.

c. Streets, lanes and other public places or the common part of the building, which are within a minimum of 10 meters around the food establishment, should be kept clean and free of litter, garbage or waste that can attract pests.

Rationale:

Poorly maintained or unhygienic surroundings and facilities can lead to contamination of food. Conditions which might lead to contamination include excessive dust, foul odors, smoke, pest infestations, airborne microbial and chemical contaminants, and other similar conditions. Food establishments should be protected from such conditions that would expose the food to contaminants.

TYPES OF GLASSWARE & HOW TO HANDLE

 

Glassware

Glassware is usually used for serving mostly cold, but sometimes hot drinks are served
as well. There are many different sizes and shapes of glasses that are used for different
drinks. There are two basic types of glassware: stemware and other glassware. Wine
glasses have stems, whereas beer glasses, whiskey glasses and soft-drink tumblers do not
have stems.

Types of glassware
There are a number of different types of glasses used in the bar. These glasses include the following:

 Drinks                                                                    Glasses

Liqueur                                                                 Liqueur/Shot

Sherry                                                                    Sherry Glass

White wine                                                          White Wine Glass

Red wine                                                                Red Wine Glass

Champagne/Sparkling wine                                    Flute/Saucer

Brandy                                                                  Brandy Balloon

Short Cocktails                                           Cocktail glasses/Martini Glass

Beer                                                                      Mug/Pint/Goblet

Tequila                                                                    Shot Glass

Cocktails                                                                 Rolly Polly

Whisky                                                                    On the Rocks

Juice                                                                             Hi Ball

Fresh lime Soda, Long Drinks, Iced Tea                  Tom Collin

 

Handling glassware:

Glassware is fragile, and can easily be chipped, cracked or broken. This is why it should
be handled carefully at all times. Following are some of measures that you need to take
care when handling glassware.

1 Avoid banging or crashing glasses together
2 Keep glasses slightly apart on shelves, or trays, or when they are being carried by
hand.
3 Do not stack glasses unless they are designed to be stacked.
4 Allow glasses to cool after washing them before filling then with cold drinks,
otherwise they might crack from the temperature difference.
5 For hot beverages, warm glasses under hot running water before pouring the
drink into the glass.
6 Whenever possible, carry glasses and ashtrays on a tray for the following reasons.
7 It looks professional.

8 It avoids breakage.
9 It makes sure there are no fingerprints on the glasses.
10 Remember.
11 Carry glasses by the stem or foot

12 Never carry too many at the same time.
13 Avoid knocking them against other things.
14 Be extra careful when glasses are full so you do not spill them.