F&BSTANDARDSOPERATINGPROCEDURES

DINNERSEQUENCEOFSERVICE
1.GreetingtheCustomer
CriticalSteps: Acknowledgetheguestquickly. Greettheguestinafriendlyandnaturalway. Usetheguest'snameifyouknowit. Takenoteoftheguests'particularneedsoroccasioni.e birthday,anniversaryorfarewellparty(fromthebooking book). Procedure: 1. Greettheguests. 2. Remembertowalktomeettheguest(s)inthefoyeror receptionwhentimeallows. Offertohangcoatsupfortheguest(inwinter).

Escortgueststothetable. Pullchairforeldestladyguest,andanyotherguests youhavetimefor. Presentfoldedmenus. Removeanyextraplacesettingsifnecessarytogive guestmaximumspace.(i.e2coverssittingattableof4) Adjustremainingplacesettingsifnecessarytogive guestmaximumspace.

3.

Youmayaskpermissiontounfoldthenapkinsandplaceiton theguestlaporotherwisejustplacethenapkinsonthesideif theguestwasn'tcomfortablewiththat. Offertheguestsicedwateranddon'tforgettopouritinto

4. glass.

2.TakingtheOrder
CriticalSteps: Bealerttoguestneeds. Knowthemenu,ingredients,andpreparationmethods. Bepreparedtomakesuggestionsandrecommendations. Procedure: 1. Greetguestsanddescribespecials(SOD/COD/Vegandalso anydishesnotavailableandanysubstitutes). 2. Takedrinkorder. Suggestivesaleabeverage:"Wouldyoucareforaglassof chardonnayormerlot?" Takesbeverageorderstartingwitheldestladyguestand continuingclockwisearoundtable. Servedrinkandwineattable.Anybottlewineorderedmust bepresentedandopenedinfrontoftheguest. Topping/replenishdrinkeverytimeyoupasstable. 4. Presentbeveragesontherightsideoftheguestwiththe right hand(thisprocedurecanbeoverridedependsonthetable situation) 5. Takefoodorder. Whentheguestisready,taketheorderstartingwith eldestladyguestandcontinuingclockwisearoundtable Makesurethatyouhaveroomnumber,tablenumber, yournameandtimeonthedocket. Placetheordertokitchenwithpinkandyellowcopyto kitchen,whitecopyforrestaurant Servebreadrollsandbutter.

3.

6. 7.

Setanyrequiredcutleriesforentreandmaincourses. Appetizersalad/entreforkandknife. Soupsoupspoon Salad/entresalad/entreforkandknife oysterforkforoyster Maindinner/tableforkandknife steakknifeforsteak(redmeat) pasta/tablespoonandforkforpasta

Makesureeveryonehassomethingtodrinkand topping/replenishdrinkeverytimeyoupasstable.

3.ServingtheMealandMaintainingService
CriticalSteps: Makesureeachdishiscompletebeforeservingtotheguest. Don'tforgetunderplatesforsoup,sauce,condimentsetc. Serveeveryoneatthesametime. Servechildrenandwomenfirst. Checkbackwithinfewminutestoaskifeverythingisas desired. Beobservantoffoodnoteaten. Cleanandclearconstantly. Topping/replenishdrink. Procedure: 1. Clearanyemptyglassesandofferanotherdrink. Foricedwater,automaticallytopupuntiltheguestsays nomore.Donotremoveglasseswithwaterinthem. 2. 3. Alwayscheckbreadandbutter. Present,uncork,wipebottlewithcleanclothandservewineif ordered,unlessguestspecifieswhenwineshouldbeserved. Wineisservedtowomenfirst,thenmeninclockwise fashion.(Unlessthewomanorderedthewine).

4.

Entre

Whenthebellrings,pickupthefoodfromthekitchenand delivertothetablea.s.a.p. Serveladiesfirst,thenmenincounterclockwise fashion.Mentionthefoodnamesservingit. Offercrack/groundpepperoncefoodserved. Wishtheguesttoenjoymealortohaveapleasantmeal. Checkbackwithinfewminutestoaskifeverythingisas desired. Waituntileveryonehasfinished,cleartheplates(but,if someonepusheshis/herplateaway,orasksyoutotakeit, youmaytakeitearly.Don'tclearthesideplate Callthetableaway(forthekitchentopreparethenext cource)

5. 6.

Offersorbet.Servesorbet/clearsorbet Setanyrequiredcutleryformains(guestmayhaveusedfor entre) MainCourse Whenthebellrings,pickupthefoodfromthekitchenand delivertothetablea.s.a.p. Serveladiesfirst,thenmenincounterclockwise fashion.Mentionthefoodnamesservingit. Offercrack/groundpepperoncefoodserved. Wishtheguesttoenjoymealortohaveapleasantmeal. Offeragainbreadandbutter. Checkbackwithinfewminutestoaskifeverythingisas desired. Waituntileveryonehasfinished,cleartheplates(but,if someonepusheshis/herplateaway,orasksyoutotakeit, youmaytakeitearly. Clearalltheplatesandcutleriesincludingthesideplates andside/butterknife. Crumbtable. Callthetableawayifsetdinneranddessertorderwas alreadytaken. Servefacetowelsandchocolates/afterdinnermints.

7.

8.

9.

Afterasuitabletime(atleastfiveminutesunlessguestasks otherwise).Offerdessertmenuandliqueurcoffeemenu.You mayrecommendforportordessertwineatthisstageifthe guestnotorderinganydessertorcoffee.

10. Takethedessertorderandplaceittokitchen 11. Setrequireddessertcutlery.AskIftheguestwishescoffeeor tea.Thismaybeservednoworlaterastheguestdesires. 20. Servedessertand/orcoffeeand/ordessertwine. 22. Cleardessertand/orcoffee.Askifanyportsorliqueursare required.

4.PresentingtheBillandsayingThankyouand Goodbye.
CriticalSteps: Billshouldbeaccurateandlegible. Nevercountyourtipinfrontoftheguest Asktheguestiftheyenjoyedthemeal. Thanktheguestandsellareturnvisit. Procedure: 1. Presentbillwithbillholder. Countthebillfirstandcheckforaccuracy.Present billiftheguestasked. Stayatthetablereadytoexplainthebillifnecessary. Asktheguestiftheyenjoyedthemeal. Note:ifnodessert,billshouldbecountimmediatelyand readytopresent.

2. 3.

Collectbillandcash/creditcardwhenvisible. Returncorrectchangetotableorhaveappropriatepersonsign creditcardslip. Pickupsignedcopyofcreditcardslip

 4.

Guestreceivesacopyofthecreditcardslip

Thankguests,saygoodnightandinvitethegueststoreturn. Tips:shakingtheguestshandwillshowthatwereally appreciatetheirpresentandhonourhavingtheminthe restaurant. Beforeguestsareoutthedoor,scantableandsurrounding andchairstomakesureguestshavenotforgottencoats, umbrella,pen,etc.

floor

5.

purse,

6. Resettablefordinnerturnoverifnecessary. 7. Settablesforbreakfastafterdinnerfinished. (Referbreakfastsetupchecklist)