Service Sequence Standards
Objective:
To serve the guest with professionalism and efficiency through adherence to the hotel's standards and procedures.
Procedures
First Impression and Greeting
- Establish a positive first impression.
- Offer a warm and courteous greeting and welcome the guest.
Seating the Guest
- Lead the guest to the table with care.
- Assist the guest in being seated.
Initial Service
- Serve water and provide a cold or hot towel.
- Present the drink list and suggest a beverage special or wine by the glass.
- Take the beverage order.
Menu and Orders
- Present the menu as requested by the guest.
- Take food orders and serve wine or drinks by the bottle.
- Open and serve a bottle of red wine to the guest.
- Serve bread and butter (for Western cuisine).
Serving Courses
- Serve the appetizer, wish the guests to enjoy their meal, and check ashtray, bread basket, and drinks on the table.
- Serve the main course and place toothpicks on the table.
Beverage Service
- Serve beverages within 3 minutes of ordering and place the required cutlery.
- Check the table for extra drinks and refill as needed.
- Change ashtrays and replace with fresh ones.
- Offer extra clean folded napkins if they become dirty.
Dessert and Coffee/Tea
- Serve dessert within 5 minutes of the order (except Crepe and Waffle).
- Regularly check with guests to ensure satisfaction.
- Take coffee and tea orders and up-sell these items.
Ongoing Service
- Adjust covers on the table as needed.
- Follow up and be observant to the guest's needs.
- Perform billing and payment procedures efficiently.
- Handle guest complaints professionally.
- Execute a proper farewell and departure of guests.
- Clear and reset the table for the next service.
Always Be Cautious of the Following
- Establish eye contact with a smile.
- Avoid talking about guests or staring at them.
- Be observant of sudden movements or any utensils hitting the floor.
- Walk gently and be aware of your surroundings.
- Timely removal or replacement of wine, butter, and ashtrays.
- Refill wine only if the glass is empty.
- Serve ladies first, followed by older guests, and lastly the host.
- Provide prompt and quality service.
- Avoid giving incorrect information; it's better to seek assistance if unsure.
- Anticipate the guest's needs proactively.
Phrases to Avoid
Do not use the following phrases while serving:
- "Drink?"
- "Dessert?"
- "Can I clear your plate?"
- "Have you finished?"
- "Coffee?"
Reminders
- Avoid standing still unless necessary.
- Do not gossip in front of guests.
- Never interrupt a guest who is talking.
Cycle of Service
Host and Guest Recognition
- Identify and acknowledge the host and guests.
Initial Offerings
- Provide a napkin while offering a glass of wine.
- Offer a cold towel during initial service.
- Pour water into glasses.
Menu Presentation
- Present menus and suggest the chef's specials.
- Take and repeat food and wine orders to ensure accuracy.
Table Settings
- Remove extra settings from the table.
- Place the correct cutlery.
Food Service
- Serve bread and butter.
- Serve food according to the guest's requirements.
- Offer a pepper mill and salt.
- Change ashtrays regularly.
- Conduct a 30-second call back to check on guests.
Anticipation of Needs
- Be aware of potential needs such as glasses, ashtrays, newspapers, coffee, digestives, etc.
- By following these procedures and standards, we ensure a high level of service that enhances the guest's dining experience and upholds the reputation of the hotel.