Professional Documents
Culture Documents
INDEX
SERVICE SEQUENCE
JOB DESCRIPTIONS
SELECTION INTERVIEW AND QUESTION CHECKLIST
PERSONAL HYGIENE AND GROOMING
OUTLET MANAGER CHECKLIST
REPAIR AND MAINTENANCE CHECKLIST
OPENING AND CLOSING PROCEDURES
BUDGET CONTROL
COMMUNICATION
BREAKFAST PERIOD
Following is the service sequence for the XXXXXXXXXXXXXXXXXXXX during
breakfast period from the time the guest arrives at the entrance to the time
the guest departs. This service sequence is to be followed by all staff of the
XXXXXXXXXXXXXXXXXXXX.
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Standing on the right of the guest, Waiter places milk jug in the middle
of the table.
Waiter pours coffee or tea into the coffee cups from the right of the
guest, starting with the ladies.
Waiter.Service Attendant procedures to pantry.
Waiter/Service Attendant prepares orange juice and grapefruit juice in
glass pitchers and places them on a tray.
Waiter/Service Attendant with tray in this left hand balanced by his right
hand approaches guests table.
Waiter/Service Attendant offers orange juice or grapefruit juice.
Waiter pours orange juice or grapefruit juice into water goblet from the
right of the guests starting with the ladies.
Waiter/Service Attendant precedes to Baquettes counter.
Waiter/Service Attendant prepares one bread basket on stand and
butter pads according to the number of persons at the table and places
them on a tray.
Waiter/Service Attendant with tray in his left hand balanced by his right
hand approaches guest table.
Standing to the right of the guest, Waiter/Service Attendant takes the
butter pads in china dish and places them above the bread and butter
plates of each guest.
Waiter/Service Attendant places bread basket on stand in center of
table.
Captain approaches the table and stands to the left of the guest.
Captain stands straight with the Captain's order in his left hand and pen
in his right hand.
Captain offers to take guest order starting with the ladies.
Starting anti-clockwise with ladies, Captain clearly writes down the order
on the Captain's order.
Captain repeats the order to the guest, starting with the ladies.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain returns menus to the his station.
Captain keeps second copy of Captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter keeps third copy of Captain's order for his reference.
Waiter hands fourth copy of Captain's order to Service Attendant.
Waiter prepares cutleries according to Captain's order and places on a
tray.
Waiter approaches the table and standing to the right of the guest adds
the cutleries as per captain order, starting with the ladies.
Waiter proceeds to his station.
Service Attendant goes to the XXXXXXXXXXXXXXXXX kitchen pass.
Service Attendant asks the Chef at the pass for his order.
Service Attendant picks up the food plates with their covers and places on
rectangular tray.
Service Attendant with tray in his left hand balanced by his right hand
approaches guest's table.
Waiter takes the plate cover off the breakfast dish.
Waiter, standing to the right of the guest, serves the breakfast dish by
placing it on the placement, starting with the ladies and says, "Enjoy your
breakfast."
Waiter/Service Attendant refills coffee or tea starting with the ladies
Waiter/Service Attendant refills fresh juices starting with the ladies
GENERAL:
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When guests are finished with breakfast and place their fork and knife
parallel to each other, Waiter approaches the table and stands to the right
of the guests.
Waiter says, "I hope you enjoyed your breakfast Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including B + B plates from the right of the
guest starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heavy dishes in the middle of the tray.
Waiter/Service Attendant approaches guest table and offers more coffee ,
tea, starting with the ladies.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.
Waiter stands straight to the right of the guest.
Waiter cups the clean ashtray over the dirty ashtray.
Waiter removes both ashtrays from the table.
Waiter turns away from the guest.
Waiter places dirty ashtray on his tray.
Waiter places clean ashtray on the table with his right hand.
Waiter takes the dirty ashtray to his station and places it on his tray.
Captain approaches pre-checking terminal and requests guest check by
table number.
Waiter/Service Attendant machine posts and totals the guest check
Captain requests the guest to sign the check and obtains the credit card.
Captain takes credit card and signed check to the cashier.
Cashier check the credit card for expiration date.
Cashier matches credit card against respective credit card cancellation
list.
Convinced the credit card is valid, cashier then imprints the credit card on
the respective voucher and the guest check.
Cashier lists the amount on guest check on the credit card voucher and
also the guest check number.
Cashier returns guest check, credit card and credit card voucher to the
captain.
Captain presents guest check, credit card and credit card voucher to the
guest requesting for guest's signature on the credit card voucher.
Captain discreetly checks the guest's signature against the signature on
the back of the credit card.
Captain returns the credit card to the guest.
Captain given the guest copy of the signed credit card voucher to the
guest.
Captain takes the remaining credit card voucher and guest check in the
guest check folder to the Cashier.
Captain requests the guest to write his city ledger account number on the
guest check and sign in the space provided.
Captain returns the guest check to the Cashier.
Cashier machine validates the guest check by posting the total amount
on the appropriate city ledger charge settlement key.
Captain/Waiter pulls the chairs for guests to rise, starting with ladies.
Captain/Waiter bids the guest good-bye by saying "Thank you, have a
good day! I hope you enjoyed your breakfast."
Waiter goes to his side station for his mis-place.
Waiter returns to the table, cleans it using a wet cloth and sets it up as
per breakfast table top specifications.
Captain informs the Receptionist that table is again available.
periods from the time the guest arrives at the entrance to the time the guest
departs. This service sequence is to be followed by all staff of the
XXXXXXXXXXXXXX.(Outlet Name)
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butter pads in china dish and places them above the bread and butter
plates of each guest.
Waiter/Service Attendant places bread basket on stand in center of table.
When guests return from buffet lunch/dinner, Captain/Waiter Assists them
in seating by pulling chairs.
Waiter proceeds to his station.
Captain standing straight to the left of the guest offers more drinks.
GENERAL:
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When guests are finished with lunch/dinner and place their fork and knife
parallel to each other, Waiter approaches the table and stands to right of
the guests.
Waiter says, "I hope you enjoyed your lunch/dinner. Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including the B + B plate from the right of
the guests starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heave dishes in the middle of the tray.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
Waiter procedures to side-station.
Waiter takes desserts spoon and fork and places on round tray.
Waiter with tray in his left hand balanced by his right hand approaches
guest table.
Waiter standing to the right of the guest places desserts spoon and fork
on the place mat.
Standing straight to the right of the guest, Waiter offers coffee or tea
starting with the ladies.
Waiter proceeds to pantry room.
Waiter prepares coffee or tea, milk jug, sugar bowl, coffee cup, saucer and
teaspoon and places it on a tray.
Waiter with tray in his left hand balanced by his right hand approaches
guest table.
Standing on the right of the guest, Waiter places milk jug and sugar bowl
in the middle of the table.
Waiter places coffee cup, saucer and teaspoon in front of guest.
Waiter pours coffee, tea into the coffee cups from the right of the guest,
starting with the ladies.
Standing on the right of the guest, Waiter places the coffee or teas pot to
the right hand side of the coffee cup.
Captain/Waiter pulls the chairs for the guests to rise.
Captain escorts guest to the dessert buffet.
When guests return from dessert buffet, Captain/Waiter assists them in
seating by pulling chairs.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.
Waiter stands straight to the right of the guest.
Waiter cups the clean ashtray over the dirty ashtray.
Waiter removed both ashtrays from the table.
Waiter turns away from the guest.
Waiter places dirty ashtray on his tray.
Waiter places clean ashtray on the table with his right hand.
Waiter takes the ashtray to his station and places it on his tray.
Guest requests guest check.
Captain approaches pre-checking terminal and requests guest check by
table number.
Waiter/Service Attendant machine posts and totals the guest check
including service charge and hands back guest check to the Captain.
Captain verifies total of guest check and places in guest check folder with
pen.
Captain returns to the guest table and stands straight to the right of the
guest.
Captain places the guest check next to the right hand of the host guest.
Captain waits for the guest to examine the guest check.
Captain asks guest, "How would you like to pay your bill Sir/Madam?"
Starting anti-clockwise with ladies, Captain clearly writes down the order
on the Captain's order.
Captain repeats the order to the guest, starting with the ladies.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain returns menus to the his station.
Captain keeps second copy of Captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter keeps third copy of Captain's order for his reference.
Waiter hands fourth copy of Captain's order to Service Attendant.
Waiter prepares cutleries, condiments and one butter pad in china dish for
each guest according to captain's order and place on a tray.
Waiter approaches guest tables by saying "Good afternoon/evening."
Standing to the left of the guest, Waiter places butter pads in china dish
above bread and butter plate.
Standing to the right of the guest, Waiter adds cutleries and condiment as
per Captain's order, Starting with the ladies.
Waiter proceeds to Banquettes counter.
Waiter/Service Attendant prepares bread basket on stand according to the
number of persons at the table and places it on a tray.
Service Attendant with tray in his left hand balanced by his right hand
approaches guest's table.
Standing to right of the guest, Waiter/Service Attendant places bread
basket on stand in center of table.
Service Attendant goes to the XXXXXXXXXXXXXXXXXXX kitchen pass.
Service Attendant pick up appetizer or soup from the kitchen pass.
Service Attendant places the appetizer or soup on his tray.
Service Attendant approaches the table and standing to the right of the
guest, waits for Waiter to place the appetizer or soup in front of the guest.
Standing to the right of the guest, Waiter places the appetizer or Soup in
front of the guest, starting with the ladies.
Service Attendant goes back to the kitchen When guests are just about to
finish with their appetizer or soups.
GENERAL
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When guests are finished with lunch/dinner and place their fork and knife
parallel to each other, Waiter approaches the table and stands to the right
of the guests.
Waiter says, "I hope you enjoyed your lunch/dinner Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including B + B plates from the right of the
guest starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heavy dishes in the middle of the tray.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.
Captain requests the guest to sign the check and obtains the credit card.
Captain takes credit card and signed check to the cashier.
Cashier check the credit card for expiration date.
Cashier matches credit card against respective credit card cancellation
list.
Convinced the credit card is valid, cashier then imprints the credit card on
the respective voucher and the guest check.
Cashier lists the amount on guest check on the credit card voucher and
also the guest check number.
Cashier returns guest check, credit card and credit card voucher to the
captain.
Captain presents guest check, credit card and credit card voucher to the
guest requesting for guest's signature on the credit card voucher.
Captain discreetly checks the guest's signature against the signature on
the back of the credit card.
Captain returns the credit card to the guest.
Captain give the guest copy of the signed credit card voucher to the
guest.
requesting the guest for his or her room key or XXXXX passport and
checks it with cashier against the house list.
Captain then politely requests the guest to write the room number and
name in the space provided on the check.
Captain requests the guest to sign the check on the line provided.
Captain verifies the check of its legibility and returns the check to the
cashier.
Captain requests the guest for name and outside billing address.
Captain verifies with the Restaurant Manager or his Assistant that Prearranged billing unstructions have been set up and approved by the
Credit Manager.
Captain requests the guest to write billing address on the check and sign
in the space provided.
Captain returns the check to the cashier.
Cashier machine validates the check by posting the total amount on the
appropriate city ledger charge settlement key.
General
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Captain and waiter pull the chairs when guests to rise, starting with the
ladies.
Captain bids the guest good-bye saying, "Thank you, have a good day/
evening!"
Waiter clears the dirty ashtray, Chappei-set, tea cups and flower vase
onto his tray and brings to his station.
Service attendant takes the clearing tray with the soiled dishes to the dish
machine.
Waiter goes back to his station and picks up a clean folded tablecloth.
Waiter approaches the table with the new tablecloth resting on his left
arm.
Waiter picks up half of the soiled tablecloth exposing one half of the table.
Waiter takes the new tablecloth and places the centre-folded of the
ACTION
When guest arrives, greet guest "Good afternoon,
evening, Sir/Madam", then ask guest "do you have a
reservation with us today/tonight?"
If guest say 'Yes', ask for his/her name and time of
reservation.
If guest says 'No', ask how many there are in his Party.
If table is available, lead guest to the table, assist the
guest in sitting and inform that the captain will attend
to them in a moment.
If otherwise, inform guest that at the moment there
are no tables available, and ask guest if they would
like to waiter, If 'Yes', enter guest's name and number
of his guests.
If guest ask how long they will have to waiter, use
BY
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Waiter/Waitres
s
Waiter/Waitres
s
Captain
Captain
Captain
Captain
Captain
Captain
Waiter/Waitres
s
All Concerned
Service
room
Attendant
Waitress will assist in serving the food from the
Waitress
commis waitress' tray.
Check on guest 5 minutes after serving food, to
All concerned
ensure that everything is fine.
Always check on tea.
All concerned
Change plates for guests if they are dirty.
Waitress
Enquire if guests would like dessert after their meal.
Captain
If 'Yes', before the desserts are served, there should
Waitress
be nothing else left on the table expect for the flower
vase, ashtrays, dessert setting (e.g. spoon, dessert
plates, etc) and the napkin placed over the edge of
the table.
Offer a fresh cup of tea after serving dessert to ensure
Waitress
that they have a cup of hot tea.
If they are not having dessert, offer a cup of tea after
Waitress
clearing the table.
Offer guest hot towels after the last course. (refer to towel
Waitress
service sequence)
If guests are ready for their check, get it from the
Captain
cashier and bring it immediately.
Thank guests for patronizing the restaurant and invite
Captain/Manag
them to come again
er
Wish them 'Have a nice day/evening', or 'Pleasant
Captain/
day/evening' or 'Thank you, Sir/Madam'.
Receptionist
When guests are seated either in the waiting lounge
Captain/Hostes
or in the restaurant, the captain/Hostess will ask
s
guests if they would like to place any beverage order.
Captain/Hostess will suggest drink or bring along
Captain/Hostes
drink/wine list and present it to the host.
s
The captain will take the orders, repeat it and hand all
Captain
the 3 copies to the waitress
The waitress will pre-check guest's order into preWaitress
check terminal according to captain's order.
The standard time to serve a drink is 2 minutes.
Waitress
Upon receiving the order, waitress will go to bar
Waitress
counter to collect drinks.
Waitress will check on the cleanliness of the glass; see
Waitress
Waitress
Waitress
Waitress
Waitress
Waitress
Waitress
Waitress
Waitress
Waitress