restaurant service procedure

7/27/2019 Restaurant Service Procedure

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AFTER CUSTOMER DEPARTURE - RESETTING TABLE PROCEDURE

Restaurant - Lounge Waiter / Waitress

Help Guest when Departing

Bid farewell to Customers

Verify no guest belongings are left behind

Pick-up tray from service station

Approach guest table and remove all so iled wares (glass, china etc)

and place onto tray

Place heavy and high items on part leaning towards the body

Al l soi led glasses move to bar counter

Al l o ther wares move to di sh washing area

Take a fresh cleaning rack (from service station)

M t i id

If found, hand to guestsright away

Reason: A) Avoids dropping of items from tray B) easier carrying of

fully loaded tray



ANSWER TELEPHONE PROCEDURE

Restaurant Manager Restaurant GRO / Supervisor Restaurant Waiter / Waitress / Trainee

Pick-up phone (maximum three rings)

Smile / use a friendly vo ice when speaking on

the phone

Say: "Holiday Inn Central Plaza, Salt and

Pepper, Mary speaking!"

Listen to speaker first before answering

Speaker requests to speak to restaurant

manager

Speaker requests to make a reservat ion Speaker requests to speak to a col league /

staff

Say: "Mr. Liu (repeat requested person' s

name), one mo ment please. Thank you

for calling!"

Ask: " Your name, pl ease!"

Listen to con versation and reject call

friendly: "I am sorry, we do not allow staff totake phone calls. Thank you fo r your

understanding!"

Put conversation ON HOLD by pressing

On Hold button Ask : " Which d ay and tim e, Miss Wong?" Wait unt il speaker hung up

Search for requested person immediately Ask: " How many people?" Hang Up phone

Lobby and Coffee shop, alwaysanswer in English !



Restaurant Waiter/Waitress Kitchen Cook / Demi Chef / Chef de Partie

Guest Requests a Boiled Egg

Ask Guest : " Excuse me, how many minutes

would you like your egg to be boiled?"

Guest replies. Ask further: " Would you prefer

one or two boiled eggs?"

Guest replies. Repeat order to guest

Post order into POS or (if for breakfast buf fet)

inform chef de partie on duty to prepare

Receive POS order (or verbal order if for b reak fast

buffet)

Place water in pot onto stov e and heat until boiling

Add egg's once water is boiling

Set timer to number of minutes required

Once alarm rings remove egg from pot and place egg in

BOILED EGG SERVICE PROCEDURE



Coffee Shop

GRO / Superviso r

Preparation: According to business trend, pre-print breakfast

buffet checks

Welcome Guest and say: "Good morning, Sir /

Madame, may I have your room c ard please?"

Swipe room card on POS swip er

Verify guest's room number and name

Remember guest's family name

Reconfirm Information: "Mr. Zhang, is that correct?"

Verify if room code is inclusi ve of breakfast

Return guest's room card

Room inclusive of breakfast Room not inclusive of breakfast

Say: "This way please!" Ask: "Would you like to try our breakfast buffet?"

Escort guest to tableIf yes, present pre-printed breakfast check o n bill

folder to guest

Pull chair for guest Say: "Could you please sign the breakfast bill here?"

Complete the bill by adding guest name and room

BREAKFAST CONTROL PROCEDURE

Enter guest into ashort and pleasantconversation, make

him/her feel likehome

Reason: Enables you toprovide guest with quicker

service

Address guest alwaysby his/her name



CARVING SERVICE PROCEDURE

Time Coffee Shop Buffet Attendant Coffee Shop Chef de Partie / Cook Steward

3 hrs Inform Stewarding to prepare carving trolley Receive Information

Take carving trolley from Store Room

2 hrs Polish / clean carving trolley

Refill water into carving base

Place two new liquid fuel boxesbeneath carving base

1.5 hrs Place hot plate warmer with main

course plates near to trolley

Prepare carving utensils Move trolley to requested area (coffee

shop or banquet)

1 hr Place food indicator in front of the

carving and sauces

Prepare Carving meat and sauces Light on sternos 1 hr before buffet

opening

30 min Place one sauce ladle for each sauce Place them into carving trolley

00 min When guest approaches, introduce roast/carving

Smile and say: "Good evening, Madame, would

you like to try our fresh roast tonight?"



CHANGING OF ASHTRAY PROCEDURE

Restaurant - Lounge Waiter / Waitress / Supervisor

Observe Guest Table

Place a Clean Asht ray Onto Service Tray

App roach Guest Tab le

Quietly, without disturbing exchange

ht

Identify Need to Exchange Ash tray as Per ServiceStandard Requirement

If table is difficultaccessible, say:"Excuse me, please!"



Restaurant Waiter / Waitress Restaurant Supervisor

Receive instruct ion

Assign waiter / wai tress to check all

chair covers and change them if soiled or

damaged

Take cleaned chair / sofa covers from

store room

Check all chair / sofa covers one by one

Remove soiled and damaged covers

Replace them with cleaned covers

CHANGING OF CHAIR - SOFA COVERS PROCEDURE



REPEAT GUEST ORDER PROCEDURE

Restaurant - Loun ge - Banquet Waiter/Waitress

Take order from guest

Write all info rmation on o rder pad

Confirm and repeat each and every order to guest

Say: "May I repeat your ord er, please. You ordered

….(repeat all items), is this co rrect?"

Wait for guest's confirmation

If there is a discrepancy, correct the information on

ordered pad right away

Say: " Thank you!"

Repeat orders is must for thefollowing reasons:

1. Avoid to order and preparewrong items

2. Avoid guest complaints3. Ensure you have

understood the guest correctly4. Reflect a professional

image to customer



CLEARING - BUSSING OF SOILED WARES PROCEDURE

Restaurant Manager Restaurant - Lounge - Banquet Steward

Waiter/Waitress/Trainee

For each shift , assign bus service

Brief Service Staff during Daily De-

briefing

Prepare cleaned rectangular service trays with

cleaned place mats

Place sufficient trays on tray-jacks / service

stations

Clear soiled wares from guest tables with round

trays

Place soiled wares ont o rectangular trays by

loading the tray smartly

Place cutlery/silver ware separately into

designated containers

Remove tray with so iled wears when tray is full

Send glass and china wares to bar counter or

di h hi

As principle placesmaller plates/bowls ontop of larger ones &load heavier/higher items in tray center



COFFEE SERVICE IN RESTAURANT - PROCEDURE

Service Time Restaurant - Lounge Waiter/Waitress Bartender Preparation Time

(in minutes) (in minutes)

00:00 Take Coffee Order from Customer(s)

01:00 Repeat Coffee Order

02:00 Post Order to POS Machine Receive POS Print-out 00:00

Heat Coffee Cup(s) under Boi ling Water 00:30

Prepare Saucer, Sugar Bow l and Cookies on

Round Service Tray01:00

Heat Milk till Boiling and

Pour into Milk Jug02:00

Prepare Glass of Ice Water fo r each Coffee

Order and Place on Service Tray02:30

Prepare Coffee(s) according to Order 03:30



COLLECTING DOOR KNOB ORDERS PROCEDURE

Min Room Service Waiter/Runner Western Kitc hen Demi Chef/Cook

Overnight Shift Overnight Shift

####### Inform CSC (Central Service Center) before

transferring telephone

2:52 AM Transfer room service phone l ine to CSC

Collect door knob orders by starting from top

floor downwards

During collection, immediately write room

number on top of do or knob order

3:20 AM Return to room service

Release phone transfer

3 30 AM W it t i d d k b d

Whenever room service area is leftunattended, transfer the room service

line to CSC.



COMPLETION OF TABLE SET-UP PROCEDURE

(as per order)


Serve drinks and bread and butt er toguest table first

Use a service tray to collect request

cutleries from sideboard

Approach guest table wi th a fr iendly

smile

Stand at the guest right hand side

Excuse yourself for disturbi ng

"Excuse me please!"



HOLIDAY INN CENTRAL PLAZA BEIJING

DEPARTURE OF GUEST PROCEDURE

Restaurant Waiter / Waitress Restaurant GRO

(In charge of guest's table) Supervisor or Restaurant Manager

At guest's table At restaurant entrance

Help Guest when departing Bid farewell to guest(s)

Pull guest's chairs (always ladies first) Ask: "Excuse me, how was your meal , was

everything all right?"

Verify there are not belongings left behind

If guests were happy, response: "Thank you very

much, here is our business card. Please call us

next time for a reservation!"

Take gues t's coat / j ackets (i f appl icab le) Escort gues ts to elevator / ex it (i f appl icab le)

Help guest dress jacket / coat (if applicable) by

holding the jacket and assisti ng guest to enter

sleeves

Push elevator button/open door



SERVICE OF DESSERT PROCEDURE

Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.

Present dessert menu to guest after guest finish the main

course, open the menu for guest and say: "Excuse me

sir/madame, here is our dessert menu, please have a look."

Provide information to guest when ordering a dessert i. e.

"For your information, we have Cheese Cake, Apple Pie,Chocolate Mousse and Choice of i ce cream, which one would

you prefer Sir/Madame?"

Look at the guest with a friendly smile while guest selects

Take dessert order

Write down ordering information on the pad

Ask: "Would you a cup of coffee or tea to go with your

dessert, sir / madame?"

Up selling!



DIGESTIVE (AFTER DINNER) DRINK SERVICE - PROCEDURE

Minutes Lounge - Restaurant Lounge - Restaurant MinutesWaiter - Waitress Bartender

00:00 Take guest order

00:20 Repeat guest order

01:00 Post order into POS Receive POS print-out 01:00

Prepare drink according to recipe 01:30

Prepare garnish o r ice (if required) 01:40

02:00 Pick-up drinks Hand over order to waiter/waitress 01:50

02:10 Verify order is correct Keep POS print-ou t for contro l purpos e

02:20 Place drinks on service tray

02:30 Take one beverage coaster per drin k

02:40 Take snack selection

03:00 Approach guest table



F&B FRESH FLOWER PROCEDURE

House Keeping Attendant Restaurant / Banquet Waiter/Waitress Steward

Issue flower as per function order

and/or outlets requisition

Pick-up flowers from House keeping as

per request

Transport fl owers in baskets or

containers by using back of the house

area

Collect all vases from all t ables

Dispose old flowers to garbage

Send Vases to stewarding fo r washingWash vases with hot waters and

liquid soap

Place flowers into vase by cutting stems

(if required)Return to restaurant

Make nice arrangement(s) and ensur e it

follows the standard flower arrangement

Add cold water into vase (fi ll 1/2 to 3/4,

depending on the size)



GREETING AND SEATING OF GUESTS PROCEDURE

Restaurant - Lounge Restaurant - Lounge

Waiter/Waitress GRO / Supervisor

Acknow ledg e gues t at ent rance

Say: "Good afternoon, Sir/Madame. A table for fou r?"

"You like smoking or non-smoking?" (if applicable)

Say: "This way please."

Check availability of tables on fl oor plan

Take a la carte and wine menus from GRO desk

Provide guests with two table choices

"How about this table?"

Show guests two table options

Escort guests to table

Acknowledge g uests at the tab le Offer coat service to g uest (if applicable)

Say: 'Good afternoon!"



ICE CUBE SERVICE PROCEDURE

Restaurant - Lounge Waiter/Waitress Bartender

Customer Requests Ice Cube Service

Repeat guest order

Inform Bar At tendant to Prepare Ice Cubes

for X Number of GuestsReceive Ice Cube Request

Take Clean Ice Bucket

Shovel Ice Cubes into Bucket

Place Bucket onto Under Lin er and Napkin

Rose

Place Ice Tongue on BB / Side Plate




SERVICE OF ICE CREAM PROCEDURE

Restaurant Waiter/Waitress - Supervisor Cold Kitchen / Pastry Cook Min.

Provide information to guest when ordering a ice cream i. e. "For

your info rmation , we have choco late, strawberry, vanilla and mango

flavor, which one would you prefer Sir/Madam?"


Take ice cream order

Ask : " How many scoops would you l ike, si r/Madame?"

Write down order on the pad

Ask : " Woul d you li ke a cup of coffee or tea w ith your ice cream?"

Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered ……, is that correct. Thank you! "

Collect the dessert menu from guest

Post order into POS system Receive POS order 00:00

Up selling!



POSTING OF ORDERS PROCEDURE


Prepare order pad and pen

Observe guest's table

Take guest's order

Repeat guest's o rder

Post orders to nearest POS station

Open new table number with correct number

of covers

Use correct PLU numbers for each item/dish



SETTLEMENT OF BILL 1 (CASH) PROCEDURE

Restaurant Waiter / Waitress Restaurant GRO MIN

(Responsible for guest's table)

Check guest's bill once all cours es and drinks are served Preparation

00:00 Upon guest's bil l request, ask guest for preferred payment type

00:10 Inform guest that we wi l l prepare an of fic ia l receipt wi th the

amount of the payable bill

00:15 Also ask guest: "May I know your company or organization name,

please ?"

00:20 Repeat company/organization name (if necessary write on captainorder)

00:45 Print bill from POS

01:00 Hand guest bill to GRO for receipt issuance and inform GRO of

company/organization details

Receive guest's bill 01:00

01:30 Request official receipt and cash change from GRO Prepare official receipt & one com plimentary parking coupon 01:30

Prepare cash change by rounding-up the total to a full one-

hundred

02:00

02:15 Insert guest's bill into bill-folder Hand guest bill, receipt and parking coupon to w aiter/waitress 02:15

02: 30 In ser t r ec ei pt & f ree p ar ki ng c ou po n i nt o en vel op e

03:00 Present bill (inside bill folder) to guest

Present bill from the guest's right hand side and open the place thefolder opened in front of the guest

I. e. total bill is RMB 713.90 prepare change of RMB86.10





SETTLEMENT OF BILL 2 (CHEQUE) PROCEDURE

MIN Restaurant Waiter / Waitress Restaurant GRO MIN Restaurant Manager MIN

Check guest's bill once all courses and

drinks are servedPreparation

00:00Upon guest's bill r equest, ask guest for

preferred payment type

00:30 Print bill from POS

00:40 Insert bill into bill folder

01:00 Present bil l (inside bi ll folder) to GRO

Say: "Mr. Wang (if name is known) here

is your bill, please. Please kindly verify!"

01:15Wait until guest reviews / approves the

bill

No error Error

01:20 Collect the cheque

Present the check from

the guest's right handside

Return to POS Station for corrections



Keep copy (yellow) slip of the bill

03:20Request one complim entary parking

coupon

Prepare one complimentary parki ng

coupon####

03:40

Request of ficial receipt (repeat

company's n ame - as per cheque

information)

Issue Official Receipt ####

03:50 Insert all into envelopeHand (white) guest bill, receipt and

parking coupon to waiter/waitress####

04:30

Present the envelope to guests and say:

"Mr. Wang, here is your bill, receipt and

one complimentary parking coupon!"

04:45 Standby and wait for guest's verification

05:00Thank guest by saying: " Mr. Wang, thank

you for patro nizing our Coffee shop. "



SETTLEMENT OF BILL 3 (ROOM ACCOUNT) PROCEDURE



Check guest's bil l once all courses and drinks

are served Preparation

Upon guest request, print guest check (bill)

from POS

Insert bill into envelope

Present bill to GRO

Say: " Mr. Wang (if name is kn own) here is your

bill, please. Please kindly verify!"

Wait until guest reviews / approves the bill

No error Error

Receive request to charge bill on room account

Present bill from the guest's righthand side

Return the bill to GRO for correction



SETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDURE



Check guest's bill once all courses and drinks

are served Preparation

Upon guest request, print guest check (bill)

from POS


Present bill to GRO

Say: "Mr. Wang (if name is known) here is your

bill, please. Please kindly verify!"


No error Error

Being informed of city ledger payment

Present a hotel pen to guest

Present bill from the guest's righthand side

Return the bill to GRO for correction



SETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDURE



Check guest's bill once all courses and drinks are

servedPreparation

Upon guest request, print guest check (bill) from POS


Present bil l to GRO

Say: "Mr. Wang (if name is known) here is your bil l,please. Please kindly verify !"


No error Error

Receive guest's requirement for credit card settl ement

Present a hotel pen

Request guest to si gn on the bill

Collect Credit Card

Ask : " We off er f ree parking f or al l our rest auran t

Present bill from theguest's right hand

side

Return the bi ll to GRO for correction

H d l t i i t dit d li



Hand envelope containing guest copy credit card slip,

original bill, parking coupon and newsletter / promotion

flyer i nformation to guest

Thank guest for payment

Return dupl icate of the bill and merchant/bank copies of credit card slips to GRO

Receive duplicate of guest bil l and copies of credit c ardslip

Mark Credit Card payment in POS

Remark: * Standard: Check Bill to be presented to guest within 2 minutes of request.

* Standard: Payment to be settled within 3 minutes upon confirmation of bill.

Code: R 054



PRESENTING MENUS - PROCEDURE

Restaurant - Lounge Restaurant Waiter / Waitress

GRO / Supervisor

Welcome and greet guests

as per separate SOP

Take menus according to number of gu ests

Take one set of wine & drink l ist

Seat guests by pullin g chairs and help remove

jackets/co ats

Offer to saf-lock valuable like purse, phones etc

Offer to store jackets/coats in our cloak room Pass jackets to waiter/waitress for removal

* Refer to separate SOP 'Cloak room / Coat Service'

Ask: "Would you l ike to dine f rom th e menu or do you

prefer to take our buffet?"

Guest selects to dine a la carte

Present menu(s)



REFILL OF BEVERAGES - PROCEDURE

Minutes Lounge - Restaurant Lounge - Restaurant Minutes

Waiter - Waitress Bartender

Refill glass wh en glass is 1/2 empty

Remove empty cans or bottles

Ask guest(s) for ano ther drin k

00:00 Say: "Would you like another beer, Sir?"

If yes If no: Keep remaining glass on guest's table

00:10Repeat guest o rder: "May I repeat. You ord ered one more

Carlsberg beer, is this correct?"

00:20 Post order into POS Receive POS print-out 00:20

Prepare one fresh chilled glass 00:30

Take beer from refrigerator 01:00

01:30 Pick-up beer(s) and glass(es) Hand over order to waiter/waitress 01:30

01:40 Verify order is correct Keep POS print-ou t for contro l purpos e

01:50 Place drinks on service tray



RESETTING TABLE AFTER CUSTOMER DEPARTURE - PROCEDURE

Restaurant - Lounge Waiter / Waitress

Help Guest when Departing

Ensure to bid farewell to Customers and Verify that there are no

Belongings Left Behind

Take Oblong Tray from Service Station

App roach guest tab le and remove al l soi led wares (glass, china etc )

and place onto tray

Place heavy and high items on part leaning towards the body

All soiled g lasses move to bar co unter

All other wares move to d ish washing area

Take a fresh cleaning rack fr om service station

Why: Avoid items dropping

from tray and for easier

carrying of fully loaded trays



SERVICE OF BOTTLED/CANNED DRINKS - PROCEDURE

Service TimeRestaurant - Lounge Waiter/Waitress Bartender

Preparation Time


00:00Take drink order by asking: " What would you like

to drin k, please?"

00:10If Guest's Request Beer, ask: "Woul d you Prefer

Draft Beer or Bottled Beer?"

00:20

If Guest Requests Canned/Bottled Beer, say: " We

carry Heineken, Corona, Tsing Tao which one

would you p refer?"

If Guest Requests canned soft drinks, say: "We

carry (name a few drinks), which one woul d you

prefer?"

00:30Repeat Guest Order: "May I repeat your order?

You ordered ….., is this correct!"

00:40 Receive guests' order confirmation

00:50 Say: "Thank you!"

01:00 Post Order into POS Receive POS Print-out 00:00



SERVICE OF BREAD & BUTTER PROCEDURE

Restaurant - Room Service Waiter/Waitress

Take Guest Order

Post Order into POS

Pick-up Beverages from Bar/Beverage

Service Section

Prepare BB plate and place 1 Butter & 1Margarine per Person onto plate

Pick-up Rolls and Sliced Bread from Caf

é Pantry Warmer and Place into Bread

Presenter

For sliced breads, pick up f rom buff et

For restaurant service For Room Service

Place bread & butter onto service tray Place bread presenter into warmer

Approach Guest Table Place bu tter on BB p late on to trol ley

Place Bread and But ter onto Center or Prepare rest of the order



SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE

Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender Time required

0 " Give Order (Captain o rder) to

Waiter/Waitress

Receive order

20 " Post order into POS Receive POS order

10 " Prepare Wine Cooler

15 " Fill coo ler with 1/2 ice cube's and 1/3

with cold water

5 " Place cooler on wine stand

1 - 3 min. Pick-up bottle of Champagne

5 " Place bottle into cooler (cover with iceand water)

5 " Place napkin on cooler

10 " Prepare correct number of champagne

glasses (as per order)

10 " Place glasses onto service tray Hand all to waiter/waitress

Note: Do not shakechampagne bottle, it contains

high pressure



SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE

Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender 15 " Continue holding the bottle at 45 degrees and

Remove the wire wrap

5 " Place wire into cooler

5 " Grip the cork firmly in the palm of the left hand

10 " Twist the bottle with right hand and loosen thecork

5 " Al low the pressure to push out the cork slowly ,

without a pop

6 " Put cork into cooler

Wipe the lip and mouth of bottle with napkin

10 " Take bottle from cooler and cl ean water drops

and condensation

10" Hold bottle by placing bottle bottom's into right

hand's palm and by pressing dumb on botto ms'

center

5 " Pour 2-3 oz of champagne into host's glass

Reason: to remove anybits of foil.



SERVICE OF DRAFT BEER - PROCEDURE

Service

Time Restaurant - Loun ge Waiter/Waitress Bartender

Preparation

Time


00:00Take Guest Order by saying: "What would you

like to drin k, please!"

00:10

If Guest Request Beer, ask: "Would you Prefer

Draft Beer or Bottled Beer?"

00:20

If Guest Requests Draft Beer, say: " We have Tsing

Tao Draft or Yan Jing, which one would you

prefer?"

00:30Repeat Guest Order: "You Have Ordered one

Tsing-tao Draft Beer, is that correct?"

00:40 Receive guests' order confirmation


01:00 Post Order into POS Receive POS Print-out 00:00

Take Chilled Draft Beer Glass / Mug from

Refrigerator 00:10




SERVICE OF ICE WATER PROCEDURE

Restaurant - Lounge Waiter/Waitress Bar tender

Take ice-water order from customer

Repeat order (together with any order)

Inform bartender to prepare jug of ice water

with requested number of water glass(es)

Fill stainless steel water jug by 1/2 with boiling

water

Fill-up jug with i ce cubes

Add 3 s lices of lemon in to jug

Prepare number of required water glasses

Receive glasses and water jug (and other

bevera es if orderedHand to waiter /waitress

Prepare one beverage coaster per drink and



Lounge - Restaurant Lounge - Restaurant

Waiter - Waitress Bartender

Showing drink list to guest

Take liqueur order Asking guest:" With ice or without ice, please?"

Repeat guest's order

Post order into POS Receive POS print-out

Prepare liqueur / rock g lass

Pour liqueur into glass by standard

Pick up glass with liqueur, snacks, coaster. And place on

the tray.Hand over order to waiter/ress

Appro ach guest t able Keep POS pri nt -ou t fo r record

Say:" Excu se me, sir/madam. Here is yo ur XXX, please."

Place coaster, glass, snacks on the table by the right side

of guest

Say:" Please enjoy you r XXX." before leave the table

SERVICE OF LIQUEURS - PROCEDURE

SERVICE OF MIXERS / MIXED DRINKS PROCEDURE



SERVICE OF MIXERS / MIXED DRINKS PROCEDURE

Restaurant - Lounge Waiter/Waitress Bar tender

Take order from guest(s)

Ask if guest requires ice to be served separately

Repeat guest order

Post order into POS System Receive POS order

Prepare mixed drinks as per order and recipe

Fill soft drinks (juices) into 2 dl decanter

Prepare a bow l of snacks / tide-bites (LOUNGE

ONLY)

Prepare one drink coaster and one stir per glass Hand all to waiter / waitress

Take drink(s) and stir onto service tray Keep POS print-out for control purpose

Take snack(s) bowl and p lace onto t ray

Take cocktail napkins, one piece per guest

Approach guest tab le

Place the coaster on guest table

Each mixed drink is servedwith its own decanter



SERVICE OF PASTA PROCEDURE

Min. Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.

Provide information to guest when ordering a pasta i. e. "For

your information, we have Spaghetti, Fettuccine, Penne and

Linguine, which one would you prefer Sir/Madam?"


Take pasta order

"For your spaghetti, which preparation would you like. We have

Spaghetti Bolognaise, Carbonara or Napolitana!"

Write down order on order pad

"Would you like a appetizer before your pasta Sir/Madam?"

Repeat guest order: "May I repeat your order? You ordered one

spaghetti bolognaise, is that correct?"

Receive guests' order confirmation


00:15 Collect the menu from guest

Up selling



SERVICE OF RED WINE PROCEDURE

Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender

Time required

0 " Give Wine Order (Captain o rder) to

Waiter/Waitress

Receive wine order


1 - 3 min. Prepare bottle of wine

10 " Prepare Wine Stand, one BB plate, one

wine opener, one folded napkin

10 " Prepare correct number of red wine


10 " Place all onto service tray Hand all to waiter/waitress

15 " Approach guest table to the right hand

side of host

Keep copy of POS order for record

5 " Place plate with wine opener, napkin

and opener on guest's table



SERVICE OF RED WINE PROCEDURE


5 " Say: "Please have a taste!"

10 " If host approves the wine, ask: "May I

serve the wine now?"

If host disapproves the wine for bad

taste, refer to separate SOP

30 - 45 " Pour 4 - 5 ounces of wine per glass/guest

Serve the host last

10 " Place wine bottle (in stand) onto table

center

Say: "Please enjoy!"

10 "Remove the plate with cork and napkin

from table

TTL 8 min. Return wine opener to bartender Receive wine opener

Remarks: * Wine temperature standards please see attached.

* As a standard, complete red wine service within 8 minutes (except for decanted red wines)

show the wine label to

SERVICE OF SOUP PROCEDURE




Provide information to guest when ordering a soup i. e. "For your

inform ation, our Soup o f the day is XXX, and also we have French

onion soup , Cream of mushroom soup, and Minestrone soup,

which one would you prefer Sir/Madame?"


Take soup order

Write down order on the pad

Repeat guest order: " Excuse me, Sir/Madame, may I repeat you r

order please? You ordered ……, is that correct . Thank you !"

Collect the menu from guest after taking the order for main course


Pick up drinks, bread and butter first Prepare dish (es) according to recipe

Change set-up according to order, setup soup spoon for soup

Prepare requested cond iments and mise en place

Pick-up soup Once all dishes are ready, inform service to pick-up 00:20

Serve to guest and Say: " Excuse me, sir/madam. Here is your

Minestrone soup !"

SERVICE OF STEAK PROCEDURE




Provide information to guest when ordering a steak i. e. "For your

information, we have Australian Sirloin, Tenderloin, Rib eye andUS T- bone steak, which one wou ld yo u prefer Sir/Madame?"


Take steak order

Ask: " How would you li ke your st eak to be done, si r/mad am?

Rare, mediu m or well done?"

Ask: " What k ind of sauce would you li ke to have, si r/mad am? We

have black pepper, cream of mushroom, red wine or Béarnaise

sauce?"

Ask: "For s ide dish , you may choose between French fr ies,

mashed potatoes, baked potato or asso rted vegetables. Which

side dish would you prefer?"

Repeat guest order: " Excuse me, Sir/Madame, may I repeat you r order please? You ordered ……, is that correct . Thank you !"

Collect the menu from guest


Pick up drinks, bread and butter first Prepare dish (es) according to recipe

Don't forget to suggest Redwine to guest for steak (by

glass/bottle)

Each time, let the guestselect first before asking nextquestion



SERVICE OF WHITE WINE PROCEDURE


Time required

0 " Give Wine Order (Captain o rder) to

Waiter/Waitress

Receive wine order


10 " Prepare Wine Cooler

15 " Fill coo ler with 1/3 ice cubes and 1/3

with cold water

5 " Place wine cooler on wine stand

1 - 3 min. Place bottle of white wine into cooler

10 " Prepare 1 BB plate, 1 wine opener (or

screw driver), 1 folded napkin

10 " Prepare correct number of white wine




SERVICE OF WHITE WINE PROCEDURE


Page -2-

15 " Remove cork by pu lling it out sideward

5 " Unscrew cork and place onto pl ate

5 " Present wine cork to guest

6 " Clean the inside of bottle neck with

napkin

10 " Pour 2 oz of wine into host g lass

5 " Say: "Please have a taste!"

Ask: "May I serve the wine now?"

10 "If host approves the wine, pour wine to

all other guests

If host disapproves the wine for bad

taste, refer to separate SOP

30 45"Pour whi te wine 2/3 (or 5 - 6 oz) per

While host tastes the wine,

show the wine label to host

Hold bottle steadily whilepulling the cork out

If b f t d 6



TAKING TABLE RESERVATION (PHONE) PROCEDURE

Restaurant - Lounge

GRO / Supervisor

Pick-up phone within three rings

Speak slowly and clearly, say: " Holiday Inn Central Plaza, Salt &

Pepper (outlet name), Mary speakin g!"

Listen to speaker first

If the call is for a reservation, prepare the reservation l og boo k

Ask name: " Your nam e, please! "

If the name is not easy to spell, ask guest: " Excuse me, could

you sp ell the name for me, please?"

Ask: "Which day and time, Mis s Wong?"

Ask: " How many peop le?"

Ask: " Your co ntact n umber , please! "

Ask: " Smoking or n on-smoking table?"

Ask: " Any sp ecial requests?"

Ask caller to repeat res ervation : " Miss Won g, cou ld I repeat your

reservation?"

Speak in a friendly and

polite manner. Converse inEnglish for foreign guest, inChinese for domestic guest

Call guest by nameFrom this step

onwards

Coffee shop and lobbylounge, only answer inEnglish

WINE ORDER TAKING PROCEDURE



Restaurant - Lounge GRO / Supervisor

Present wine list to guest by saying: "Excuse me,

Sir here is our wine list!"

Present wine list opened to guest (host)

Introduce wine specials (wine of the month, wine

by the glass, some popular bott led wines)

Al low gues t some time to selec t

Stand by and observe guest's table

When guest has selected approach guest table

Take order and ask: "Excuse me, may I take your

wine order now?"

If guest ask questions, ensure to have sufficient

wine knowledge to respond professionally

Use professional wine terminology

Take wine order

Repeat order: " May I repeat? You ordered one

bottle o f vintage 2001 is that correct?"



CLEARING TABLE DURING DINING (BUFFET) - PROCEDURE



CLEARING TABLE DURING DINING (BUFFET) PROCEDURE

Restaurant - Waiter / Waitress

Observe Guest Table

Remove any soiled or empty plates, bowls,

cups or glasses whenever guest finished the

dish or drink

Pick-up service tray and hold i n your left

hand

Approach Guest Table

Stand right side from the guest

Say: "Excuse me, please!"

Remove soiled dinner fork and k nife from

dinner plate from right side

Place dinner fork & kn ife onto tables' BBplate

If flatware is very soiled,

provide a fresh set of

flatware to guest(s)

\

Remove plate with righ t hand

Hold the rim of plate and place plate onto

service tray



TAKING GUEST FOOD ORDER (A LA CARTE) PROCEDURE

Restaurant Attendant/Supervisor

Observe the guest if ready for ordering

Approac h gues t's table

Stand in a position that has eye-contact with the guest

Look at the guest with a friendly smile. Say: "Excuse me

Mr./Mrs./Ms ….(if name is known) or Sir/Madame, My name is

XXX, I will be serving you r table, may I take your order now,

please?"

Introduce daily specials and promotions: " For your information,

our daily specials are …. . I in particular recommend …., it is one

of the top favorites amongst our guests (mention 3 - 4 specials).

Take order by writing all information on order pad

For special dishes, do not forget to ask for choice of sauce,

dressing, cooking method etc.

Indicate each guest's seat number on order pad

Repeat the order to guest: " Excuse me Sir/Madame may I

When guest closed themenu to sip a drink or tolook around, that is thesignal of being ready to

order

Speak in a friendly andpolite manner. Answer in English for foreignguest, in Chinese for

domestic guest

Enables service toidentify: Who ordered

CHINESE SIT DOWN TABLE TOP SETUP -PROCEDURE



Banquet supervisor

Check the table chairs set up are align

and correct

Setup table and chairs alignment

Check the table cloth and napkin are

cleanLaying the table cloth

* Must be equal setup

on the table

Check the set up are correctSetup the show plate on the folder

line

Check chinaware and glassware are

clean

Setup bone plate on the show

plate

Check the mise-en-place for chinese

functionPut the napkin on the bone plate

Check the ligh t air conditioner

Setup ric e bowel and chinaware

spoon setup on the right side of

show plate

Setup chop stickes stand on the

Banquet waiter/waitress/casual service

SPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDURE



Restaurant - Banquet- Bar Restaurant- Banquet - Bar

Waiter / Waitress Manager / Supervisor

Take guest inquiry

Response by saying: "Please wait a

moment, let me check for you!"

Inform manager immediately Receive special guest request

Inquiry and find solution to satisfy

guest request

Receive solution information

Reply to guests by saying: "Excuse

me Sir, I am glad we can pro vide …..

For you! How many portions would

you like to have?"

Respond: "Excuse me, Sir I am

really sorry, we tried to satisfy your

request, but really c an not find a

way. I could recommend you …..

Instead, would you lik e to try?"

Take guest order Take guest order

Remark: 1. Standard - Special Guest Inquiry: Respond within 3 minutes of guest inquiry.

2. Standard - Guest Request is not available: Manager / Supervisor in charge replies to guest personally and finds other alternative.

Code: R108

Inquiry must beanswered within 3

minutes

Solution found, reply towaiter / waitress

Solution Not found, reply toguest PERSONALLY

restaurant service procedure

Documents