SERVICE SEQUENCES AND STANDARD VERBIAGE A.

) Meeting and Greeting the Guest 1 ) Service begins at the entrance of Restaurant As soon the guest enter Acknowledge the guest with in 10 Seconds they will meet by Service Associate and greet guest according to the time, as much as possible by their ranks (profession) and their name, and mentioned the name of the establishment you are working with Spiels: Good afternoon Atty. Santos Welcome to Name of Restaurant, Nice to see you again 2) ask the guest if they have any reservation, by what name or what companys name Spiels: Do you have any reservation, under what name sir / Madam? 3) Ask the guest for chair table Spiels: Table for how many Sir/Madam? 4) inform the guest for a smoking or non smoking area ( Private room ) B) Ushering the guest Spiels: This way please or follow me maam / Sir? Note: Pointing the direction by using open palm and lead your guest a head of you. Look back once in A while if the guest is following you. Ask the guest for their preference of table. It is much better if you knew his / her favourite table. See the pointers in seating the guest C) Seating the guest Note: Always begin to assist a lady first and if there is an old one then, he / she must be assisting to sit first before the ladys turn, pull the chair to seat the guest, to give extra services. And lastly before presenting the menu introduce your name to the guest. Spiels: Excuse me Maam / Sir John your waiter for today. C) Unfold the Napkin Unfold the napkin for the ladies from the right side of the guest, by opening into regular square size the fold it into triangle and place it on the guest lap. Spiels: Excuse me Maam let me unfold your napkin D) Presenting the Beverage Menu 1) Present the beverage menu at the right side of the guest, ladys first and say thank you to the guest Spiels: Here is your beverage menu, Sir / Maam Thank You. 2) Open the first page of the beverage menu in giving the menu to the guest.

3) Give guest enough time to make their choice, if the guest is still undecided on to what he / she might be ordered. take the beverage (drinks) order of the guest. Spiels: May I take your drinks order Sir / Maam? 4) mentioned the specialties of the house, be ready to answer the question. See suggestive selling / up selling technique. Spiels: In Beverage Sir / Maam would you like to try our Eskaya Iced Tea our signature drinks of the month. Note: For expat or V.I.P. guest, offer wines. If they order (Red Meat like beef) offer red wine (serve room temp. not cold) and if they order (White meat like chicken, fish or other seafoods) offer white wine (serve chilled) Spiels: in Food May I Recommend our Creamy European Stuffed Squid w/ toppings of cheese and tomatoes. Its one of our best seller or Special of the day E) Taking Orders 1) Prepare a scratch pad or captain order slip and a pen in a pocket as prescribed. 2) Standby and know the guest when the guest is ready to order 3) Inquire for the guest order Spiels: Would you care for a drink Sir / Maam? 4) Listen attentively to the guest order 5) After the taking order. Repeat and confirm the order of the guest. Spiels: May I repeat your order Sir / Maam You order for a .. 6) Give your guest assurance to the guest order Spiels: Your Steak will be ready / served after 20 minutes. Excuse me F) Accomplish (Captain) order slip 1) Listen attentively to the guest orders. 2) Write down the date, time, table number, sit number, no. of pax and servers name in the order slip 3) Wring down the order according to sequence of courses (appetizer, soup, salad, main courses & dessert) so that if the cook receive they read first the appetizer, then they cook first the appetizer. For fine dinning service. 4) Write Legible 5) Some establishment just like our hotel and other class A restaurant the servers are the one who type their order to the POS /MICROS and some servers gave their order slip to the cashier and the cashier will be the one to type the orders of the guest of the assign server, printing process will be begin and delivered It to the corresponding outlet, drinks order proceeds to the bar and the food proceeds to the kitchen. G 1 ) Ordering beverage from the bar 1) Total and separate beverage orders.

2) Prepare a clear clean & dry round tray which is sanitized. Make sure its a bar tray 3) Proceed to the bar 4) Present the order slip to the bartender G 2 ) Ordering Food from the Kitchen 1) Total and separate food oval or rectangle tray, which is sanitized. Make sure it is a food tray 2) Proceed to the kitchen 3) Present the order slip to the dispatcher H ) Picking up Beverage order from the bar 1) Check the quality of drinks order make sure its standard ( glasses, garnishes and texture) 2) Reconfirm orders from the bartender 3) Plan and arrange drinks on bar tray to be served to the guest (make sure served drinks to the right person, avoid asking the order to the guest. Use sits number system. I ) Carrying Round Trays 1) Carry bar tray with either left or right hand palm or fingers supporting centre of the tray at waist level if it is light filled and shoulder level if it is heavy filled. Note: In carrying tray, your first concern is safeties of your drinks, your guest, your surroundings and your self Carry tray in comfortable ways J ) Serving Beverage 1) Stand erect at the right side of the guest ladys first turn first, Serve drink at the right side of the guest with right hand, serve the drinks to the right upper side of the guest 2) Mention the name of the drink that you are about to serve Spiels: Excuse me Maam / Sir here is your long island ice tea, enjoy your drink mam / sir K ) Completing table set up (Miss EN Place) means to put in place 1) While the guest is enjoying his / her drinks and waiting for its food to be serve. Server must accomplish all necessary table appointments guest would need 2) This could save more time create communication between servers and runners. L ) Picking up food orders from the kitchen 1) Bring along clean oval or rectangular tray 2) Proceed to the kitchen or dispatching area

3) Check necessary sauces quality and presentation of the food given by the dispatcher 4) Check necessary sauces if accompanied. 5) Pick up food according to meal sequence from appetizer to dessert 6) Reconfirm orders fro the dispatcher 7) Plan and arranged food on oval / rectangular tray to be serve to the guest. 8) For oval tray use stand tray or jack stand M) Carrying Food Tray. Oval and Rectangular (same with carrying round tray) 1) Must be accompanied by jack stand if necessary only N) Serving Food 1) Stand at the right side of the guest. Served food at the right side of the guest while the right hand doing the serving 2) Sevre food according to sequence (Appetizer, soup, salad, main entres & dessert 3) Say the word Excuse Me and mentioned the name of the food that the guest ordered. Say Thank You to the guest Spiels: Excuse me Maam / Sir. Here is your Spaghetti carbonara. Enjoy your meal and thank you for waiting and ask the guest is there anything else you need Maam / Sir? O) Ask for feedback (if guest finish her / his meal only) 1) Right after the guest finishes its meal, ask the guest for satisfaction. Ask if there is any comments, suggestion or feedback Spiels: How do you like our food Maam / Sir? 2) If there is anything, inform the Supervisor, Chef regarding about the matter 3) Thank the guest for bringing up the matter to you Spiels: Thank you Maam / Sir for bringing up this matter. Ill let this know to our chef and manager. 4) Dont forget to apologized P) Clearing the table (Bussing out) 1) Prepare a tray, if possible buss out with the tray 2) Before removing anything from the table, always ask if guest are done / finish and say excuse me. Spiels: Excuse me Maam / Sir are you done? Or just say May I? 3) Use the left hand when bussing out soiled foods, plate and utensils and make sure do not removed their drinks glass, if the glass is empty replace it with water then you can remove the glass. 4) The only thing left at the guest table will be her / his drinks, water goblets, toothpick and tissue 5) Proceed to dishwashing area

Q) Offering (After Meal) Part of the suggestive selling teqnique 1) Approach the guest with menu, then offer the guest to have a dessert or coffee Spiels: Would like to have some coffees or dessert Maam / Sir? How about Cookies with your coffee? Its a good combination Maam / Sir 2) You can also offer the guest after meal a liquor to go along with Spiels: Would you like to have a brandy or cognac to go along with your dessert, Maam / Sir or perhaps champagne R) Presenting the bill Wait for the guest to ask for its bill Server will get the bill from the cashier Check the bill in the cashier before presenting to the guest Present the check to the host, the bill must be inside the bill jacket w/ verbal greetings Spiels: Excuse me Sir / Maam, here is your bill Note: 1 meter a head from the guest and avoid looking at the guest wallet when the guest getting payment 5) if the guest pays it into cash count and confirmed the amount given by the guest to you Spiels: Sir / Maam you gave me 1000 pesos, ill be back for your change 6) If cash make sure to accomplish it less than 5 minutes and put the change in the bill jacket, check and double check the change in the cashier before giving to the guest 7) If credit card, the server must checked if the credit card is really to the guest and the validity of the credit card. Accomplish it less than 10 minutes 8) Thanks the guest S) Bidding Farewell 1) Ask the guest for its satisfaction Spiels: Did you enjoy your stay here Maam / Sir 2) Thank the guest and bid farewell Spiels: Goodbye Mr. Santos hopes to see you again. Thank you and take care 1) 2) 3) 4)

T) Procedure in Selling & Opening Wines 1) Approach the guest w/ wine list, if they want to order wine for their meal 2) Then Present the wine list, then offer the best wine, introduce the wine by telling the short history. 3) Then show the wine to the guest by carrying like a baby, then if she / he like 4) Open the wine in front of the guest by using the cork srew, make sure avoid damage the cork & sounds of the air in opening. 5) Then pour a little wine to a wine glass of the host for tasting 6) Then after tasting pour the wine to their guest and the host will served last, make sure there is an allowance on the top and avoid spilling