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.