Service Flow Chart Daily OperationThis service flow chart is an overview for sequence of service for Chinese restaurant, which will be performed throughout the duration of the operation hours. Follow the steps correctly and ensure consistency and quality of service. This will result in completely delighting and satisfying our guestSOS

STEP

If the guest

If the guest are not satisfied

are satisfied

H: Hostess S: Supervisor W: Waiter C: Captain Please refer to detailed procedure in S.O.M.

Hostess Greet the guests within 30 seconds.

Staff demonstrates a polite and positive attitude. Staff speaks clearly and naturally, with appropriate and conversational phrases.

Escort to the table, including chair assistance and waiting until guests are seated. Table must be re-set within 5 minutes after the guest has left the table The server is able to effectively describe foods and drink, and accommodates special requests.First drinks other than water are promptly offered and served within six minutes of seating

Guest will never to initiate a request for anything which is in the scope of colleagues control

Staff is attentive to table maintenance. Anticipate logical guest needs based upon service sequence or guest comment. A manager will be present and will actively engage with guest

Table must be re-set within 5 minutes after the guest has left the table.

Guest

Arrival

Guest

Delivery

Payment

Seating

Guest

If table is available

Food

& Beverage

Service

Table

Maintenance

Service

Completion

Single guests: locate the guest to the table for 2 and offer magazine or newspaper H

If table is not available

Greet guests within 30 seconds and use guests name. H

After the guests respond, identify if they have made table reservation. H

Guest holding a reservation

Guest not holding a reservation

Check how many tables and seats are available. H

Check pre-assigned table & PDR availability. H

If table is available

Identify guests details and preferences and escort them to the pre-assigned table/ PDR. H

Identify guests details and preferences and escort them to the available table / PDR. H

Analyze approximate waiting time and try to accommodate the guests at Sunset Bar / Breeze H

If table is

Available

If table is

Available

If guests accept

If guests deny

Escort Guest to other outlets Call outlet, Reserve table, Escort the guest to their destination. Inform outlets Supervisor. (ALL)

Offer magazines and make the table available ASAP. , W

After introducing the table, ask if guests (s) are satisfied with location and size of table. H

Introduce another available table. H

Assist guests to their seat by pulling-out and sliding-in the chair and unfold napkin for guest(s). Set up/collect extra cutlery. W

Outlet associate introduce him/her self with name to the guest .Serve Cold Towel .W

Offer Food Menu, Set Menu, wine List (up-sell), Signature dish and Promotion. S, W

Tea recommendation and service by Tea Master, Nibbits and Soy sauce dish service. W

After the guests order, enter the beverage and food order into the POS system W

Change ashtray (max.1 cigarette butt) before each course served.

Clean table and Lazy Susan regularly .W

W

Food service with appropriate condiments (sauces etc). W

Replenish B &B Plates (max 3 piece of bones )and Refill tea/wine regularly. W

Sort any leftover dish on the table to smaller plate with guest permission. W

Finger bowl and Hot towel service for Seafood. W

Clear dishes from the table and Serve hot towel to the guest W

Tea service Change tea leaves if necessary. W

We will warmly engage all guests by natural use of their names and through friendly gestures, smiles, and eye contact.

We will never say no to a guest, but offer alternative solutions.

When directing guests around the hotel, we will always at least partly escort them, never simply pointing.

We will listen to guest complaints calmly and sincerely, apologies for any inconvenience, agree upon an action which will follow, and ensure the action occurs.

We will take ownership of each guest request or need to ensure that guests do not have to repeat themselves.

We will record guest preferences in order to surprise and delight our guests and ensure that their preferences are acted upon appropriately whenever possible.

Serve Fruit plate and Dessert. W

Proceed to billing process. Identify type of payment and promotion. Fapiao / receipts handed in envelope and bill folder to the guest. S / W

Assist the guests to rise from the table and check for left behind personal belongings. W

Bid the guests a warm farewell and thank the guest .S / H and C (max.3pax)

Change table cloth and Re-set table .Inform supervisor about table availability .W