Service procedures in a restaurant

1st stage :

Guest arrival 

Steps :

1. Approach and greet guests
2. Check reservation
3. Show and escort guests to the table

2nd stage :

Introduction

Step :

1. Greet the guests
2. Introduce yourself

Example:

“Good afternoon, I am Jack, and I will be your server today. “

3rd stage:

Unfold napkin

Step:

1. Fold the napkin into a triangle shape
2. Place it across the guest’s lap

Remark:

Serve ladies first

4th stage:

Serving water

Step:

1. Hold the pitcher with a napkin on the bottom of the pitcher to prevent it from water dripping
2. Pour around half glass of water for the guest

5th stage:

Present the menu

Steps:

1. Open and hold the menu for the guest
2. Present and introduce the menu
3. Up sell and suggest promotional dish or drink

6th stage:

Order taking

Steps:

1. Write down order, table number and set number clearly
2. Repeat Order to the guest
3. Collect the menu
4. Submit and transfer the order with POS system

Remark:

Note any special requirement, e.g. No nut (food allergy)

 

7th stage:

Serve dishes and drinks

Steps:

1. Serve dishes or drinks from the right side of the guest 
2. Introduce the dishes or drinks

8th stage:

Asking feedback from guests

Step:

1. Collect feedback from guests after they have finished the dishes

9th stage:

Bill presentation

Step:

1. Print and present the bill to the guests
2. collect payment
3. Return changes and receipt if any

10th stage: 

Farewell

Step: Farewell the guests by saying goodbye, thank you and etc

11th stage:

Clean up

Step: Clean up and reset the table and chairs