Sequence of Service

Smile and Greet the Guest

 Smile and Greet the guest in a warm and friendly manner
 Ask how many Guest? “Will this be a table for 4?”
 Ask where the guest would like to sit, make them feel comfortable

Escort the Guest to their Seat

 Pull out the chairs (ladies first)
 Present menu (remember LADIES first and then the follow the table to the
right)
Place napkins on the guest lap
 Remove any covers that are on the table if no guest is sitting there (to
provide more space)

Welcome the Guest

 This is the opportunity to “Break the Ice” with the guest
 Welcome the guest and introduce yourself.
 Treat every guest (whether Hotel staff or paying guest) as if it is their first
time in ……………. (be warm and genuine)
o Say “Hello, welcome to ………, my name
is ________ and I will be your waiter this evening/afternoon.”

Specials and Promotions

 Introduce any specials or promotions that may be on offer for the guest to be
aware of before reading through the menu card

Take the Beverage Order

 Beverage order needs to be taken within 5 minutes of the guest sitting
 Offer beverages to the guests (ladies first), Be suggestive (recommend to the
guest)
 Should the guest ask for some time to look through the beverage list- allow
them
 Take the beverage order
 Repeat back the order in full, looking at each guest when reciting their order
 Remove any glasses that the guest will not be using to allow space on the
table.

Serve Bread
 Ensure that bread is brought to the table, bread needs to be warm and
covered with cloth (to retain the warmth).
 Ensure that the Condiment (Balsamic vinegar/butter/olive oil) are brought to
the table
 Adjust cutlery to get ready for the Starter (appetizer)


Serve the Beverages

 Ensure that the beverages have the correct garnishing before leaving the bar
  Return to the table with the completed beverages for the table, continue to
present yourself in a friendly manner
 All beverages need to serve at the right temperature from the RIGHT only.
 Begin with the lady sitting next to the host and serve in a clockwise manner
around the table.
 All beverages need to served together (all at once)

Take Starter (Appetizer) Order

 Recommend Starters to the guest (say “May I recommend menu/starters
or special starters of the day”)
 INTERACT with your guest
 Take down the order and complement the guest on the choice, for example
“Good choice Sir seared Scallops, veal bacon and cauliflower puree is
part of our new menu and a new popular dish.”
 Repeat back the order confidently (no hesitation) to the guest ensuring that
you look at each guest for the order that he/she has placed
 Inform the guest that the starters will take a maximum of 10 minutes
 Ask if the guest would like to order the mains at the same time or if you
should come back later

Serve Starter (appetizer)

 Ensure that all condiments are placed on the table before the food arrives
 Note: do not serve any food that is not properly presented according to Hotel
standard.
 Once all starters are ready, all food needs to be brought at once to the table
(with the help of other waiters) at the right temperature
 Serve the food from the left of the guest
 Say “Enjoy your Food”
 Check for satisfaction within 3 minutes of the guest starting to eat / or within
2 or 3 bites of the food.

“Fire” Main Course in Kitchen

 Once the Starters are on the table, timing is important to ensure that the Main
Course is ready when the guest wants it, there should be no delay nor should
the food be waiting to long for the guest.
 Once the guest has eaten ¾ of their food their mains should be called in the
kitchen. Go into the kitchen and “CALL FOR MAINS, table 26”.
 Once food is ready

Clear Starters and Prep for Main

 Follow up orders in the kitchen to see how long food will take
 Once starters are finished, ask the guest if they would like their main course
immediately or after a few minutes, Say “Sorry to interrupt, would you
like your Main course now or can I give you a few minutes?”
 In this time remove everything that needs to be removed from the table and
place new knives and forks on the table, ensure that the table is clean and
tidy for the main course and is linked accordingly to the guests main course
meal.

Serve Main Course

 Place all condiments on the table prior to food arriving
  Note: do not serve any food that is not properly presented according to
the standard.
 Serve the main course, please take note that the main needs to be served
hot, you need to ensure that you inform the guest that the plates will be hot.
 Serve the food from the left of the guest
 Say “Enjoy your food,” “Should you need anything else please do not
hesitate to inform me”

Quality Check
 Return to the table to check the satisfaction of the guest. REMEMBER should
there be a negative comment, bring it to the attention of the
Manager/Chef/Head Waiter/Captain so we can do a table check and see if
anything needs to be changed.
 Important to note: Should the guest not be happy his body language will show
it. Be near the table to monitor the guest and see how his/her body language
is.
 Do not argue with the guest, excuse yourself politely and inform the guest
that you will ask your Manager to assist with any concern.

Clear Main Course

 Once everyone has finished eating, clear the covers, removing everything
except what the guest is using or will require for desserts.
 Ask the customer if it is alright to clear his/her plate.
 Be aware of the signs for a guest who has finished his/her food (ie knife and
fork is placed together
 CRUMB DOWN- crumbing down is the process of ensuring that the table is
cleaned and re-set for Dessert (including salt and pepper).

Offer Dessert
 Present the Dessert Menu and Recommend Desserts that are on offer.
 This is an opportunity to increase the average spend of the guest.

Take Dessert Order

 Take the dessert order; Repeat back the dessert order, making eye contact
when reciting back the order to them.
 Repeat back the order confidently (no hesitation) to the guest ensuring that
you look at each guest for the order that he/she has placed

Adjust Cutlery
 Prepare the cutlery for the table, ensuring that the necessary are placed in
the proper position and that the guest has enough Napkins etc while he/she is
dinning

Serve Desserts
 Note: do not serve any food that is not properly presented according to the
standard.
 Place the desserts on the table, in the same order as you presented the main
course and from the left hand side of the table.
  Inform the guest of what they are eating, say “Crème Brule with fresh
whipped cream”

Clear Desserts
 Check for guests satisfaction, say, “How was Your Crème Brule ”
 Once the Guest has finished eaten, remove the cutlery and Crockery from the
tables and

Offer Coffee/Tea
 Coffee/Tea is part of the meal and ends of the meal, offer the coffee and tea
menu
 During this time offer Coffee/Tea (and suggest in house chocolates for take
away)

Present the Guest with Satisfaction Survey

 Satisfaction Survey/Form is to get feedback from the guest
 Explain to the guest what it is and why we do it so they understand that this is
to complement our colleagues and to help identify areas for improvement.
 Present the guest with the satisfaction form

Present the Bill

 Double check all items are being charged and that you have not double
charged.
 Present the bill within 5 minutes of the guest requesting for the bill and keep a
polite distance.

Obtain Payment
 Take payment from the guest and return back the card/change etc.
 Be in a polite proximity of the guest for quick payment and respectful
distance.

Fondly bid farewell and ask for Repeat business

 Thank the guest and ask them to return.
 We want the guests to return.
 Say “Thank you and look forward to seeing you here again”

Reset all covers on the table

 All covers need to be reset for the next guest promptly, ensure that all dirt is
removed from the table, chair and floor.