Service Flow Chart Daily Operation

This 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
guest

SOS 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
!reet the guests within "# seconds

Staff spea$s clearly and naturally, with

appropriate and conversational phrases
Table must be re%set within & minutes
after the guest has left the table
The server is able to effectively describe
foods and drin$, and accommodates
special requests
First drin$s other than water are promptly
offered and served within si' minutes of
seating
anything which is in the scope of
colleagues( control
Staff is attentive to table maintenance
)nticipate logical guest needs based upon
service sequence or guest comment
) manager will be present and will
actively engage with guest

Table must be re%set within & minutes Table must be re%set within & minutes
after the guest has left the table
!reet guests within "# seconds and use guest(s name *
)fter the guests respond, identify if they have made table reservation H
Chec$ pre%assigned table +
,D- availability H
Chec$ how many tables and
seats are available H
Guest holding a reservation Guest not holding a reservation
.dentify guests( details and
preferences and escort them to the
pre%assigned table/ ,D- H
If tale is availale
.dentify guests( details and
preferences and escort them to the
available table / ,D- H
If tale is availale
If table is not available
)naly0e appro'imate waiting time and try
to accommodate the guests at Sunset 1ar /
1ree0e H
If guests den! If guests accept
2scort !uest to other outlets
Call outlet, -eserve table,
2scort the guest to their
destination .nform outlet(s
Supervisor "#$$%
Offer maga0ines and ma$e
the table available )S), &
W
If tale is
#vailale
If tale is
#vailale
)fter introducing the table, as$ if guests 3s4 are satisfied with location and si0e of table H
)ssist guests to their seat by pulling%out and sliding%in the chair and unfold nap$in for guest3s4
Set up/collect e'tra cutlery W
Outlet associate introduce him/her self with name to the guest Serve Cold Towel .W
Offer Food 5enu, Set 5enu, wine 6ist 3up%sell4, Signature dish and ,romotion S, W
Finger bowl and *ot towel service for Seafood W
Clear dishes from the table and Serve hot towel to the guest W
Tea service Change tea leaves if necessary W
Guest
#rrival
Guest
'eliver!
Seating
Guest
(ood
) *everage
Service
Tale
Maintenance
Service
Co+pletion
Pa!+ent
7e will warmly engage all guests by
natural use of their names and through
friendly gestures, smiles, and eye
contact
7hen directing guests around the
hotel, we will always at least partly
escort them, never simply pointing
7e will never say 8no9 to a guest, but
offer alternative solutions
7e will listen to guest complaints
calmly and sincerely, apologies for any
inconvenience, agree upon an action
which will follow, and ensure the action
occurs
7e will record guest preferences in
order to surprise and delight our
guests and ensure that their
preferences are acted upon
appropriately whenever possible
7e will ta$e ownership of each guest
request or need to ensure that guests
do not have to repeat themselves
.ntroduce another available table H
Change ashtray 3ma': cigarette butt4 before each course served
Clean table and 6a0y Susan regularly W
W
Sort any leftover dish on the table to smaller plate with guest permission W
Food service with appropriate condiments 3sauces etc4 W
Tea recommendation and service by Tea 5aster, ;ibbits and Soy sauce dish service W
-eplenish 1 +1 ,lates 3ma' " piece of bones 4and -efill tea/wine regularly W
)fter the guests order, enter the beverage and food order into the ,OS system W
Single guests: locate the guest to the
table for < and offer maga0ine or
newspaper H
Serve Fruit plate and Dessert W
,roceed to billing process .dentify type of payment and promotion Fapiao / receipts handed in
envelope and bill folder to the guest S / W
)ssist the guests to rise from the table and chec$ for left behind personal belongings W
1id the guests a warm farewell and than$ the guest S / H and C "+a,.-pa,%
Change table cloth and -e%set table .nform supervisor about table availability W