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.