quy trinh phuc vu ks
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Lunch/ Brunch/Dinner Buffet Service
1. Greets the guests
Done by: Manager/ Supervisor/ Hostess
o All Guests are to be greeted at the restaurant entrance by Manager/
Supervisor/ Hostess.
o Say, Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John,
Welcome to Grand Plaza Hanoi"
o If know the guests name, call by name.
o If you can recognize the guests, say, We are very pleased to see you
again Madam/ Sir/ Mr. John".
2. Escort guests to table
Done by: Manager/ Supervisor/ Hostess
o Every guest has to be seated by Manager/ Supervisor/ Hostess.
o Pull the chair out away form the guests position, just enough space for
guest to enter, always ladies first, by age.o As the guest attempts to sit, the chair must be swiveled back into
position using both hands until the guest finds a position of comfort.
o baby chairs must be offered if a child is in the room
o Crayon pen and paper will offered to child.
o Before opening the napkin to place on top of the guests lap, say,
Excuse me, Sir/ Madam/ Mr. John", place gently across the guests lap
from the guests right.
o Fold napkin in half to make a triangle and place across lap with the
point of the napkin facing to the floor.
3. Seating the guests
Done by: Manager/ Supervisor/ Hostess
o Every guest has to be seated by Manager/ Supervisor/ Hostess.
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o Pull the chair out away form the guests position, just enough space for
guest to enter, always ladies first, by age.
o As the guest attempts to sit, the chair must be swiveled back into
position using both hands until the guest finds a position of comfort.
o baby chairs must be offered if a child is in the room
o Crayon pen and paper will offered to child.
o Before opening the napkin to place on top of the guests lap, say,
Excuse me, Sir/ Madam/ Mr. John", place gently across the guests lap
from the guests right.
o Fold napkin in half to make a triangle and place across lap with the
point of the napkin facing to the floor.
4. Take drink order/ offer Wine
Done by: Waiter/ Waitress
o Waiter/ Waitress offer wine list to the guest by saying Would you like
to have some wine with your meal?
o If guest says no, say, Would you like to have some drinks instead?
o Drink order follow the sequence as in A la Carte service.
o If guest would like to order wine with their meal, present the wine list
into the hand of the person who acknowledged you.
o You should recommend wine to guest by saying "May I recommend the
... with your meal?"
o After the guest orders, retrieve the wine list and say "Thank you" with
a warm smile, eye contact and leave the tableside.
5. Pour water
Done by: Waiter, Waitress
o Water is poured from a silver pitcher into the water goblet from the
guests right side holding the pitcher in the right hand if guest require try tosell mineral and sparkling water in our drink list
o A napkin is carried, folded in the Waiters left hand to allow wiping of
the pitcher in case of drips from the condensation that can spill onto the
guest or the table.
o If guest order soft drink from can need to be contained in glass carafe
to pour to glass except Mineral water and sparkling water
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o Water is released from the pitcher approximately one inch from the rim
of the goblet and filled to 3/4 full
o Service of water is going clockwise around the table.
6. Serve drinks/ wines
Done by: Waiter/ Waitress
o Waiter/ Waitress picks up the drink from the service bar and process to
the guest table.
o Approach the guest table from the side, stand upright and establish
eye contact, by saying Excuse me, Sir/ Madam/ Mr. John, may I serve your.
Name of drink should be knowledge by staff
o Hold the 1/3 glass bottom and quietly put in front of guest
o Always say, "Please enjoy your ..Drink before leaving tableside and
look at guests eyes with a warm smile
If the wine was ordered, following these step
o Pour the wine consisting of a mouth full quality for the guest who was
ordered to taste
o After guest has tasted, serving of wine will be clockwise, always ladies
first, by age. The person who tasted serves last
o Pour of wine in to glass (depend number of guest)
o With label facing the guest, pour the wine consisting of the mouth full
quantity for the guest to taste (approx 5-10 % of the glass)
o Always say, Excuse me, Sir/ Madam/ Mr. John, May I serve the red
white wine, please
7. Invite guests to buffetDone by: Waiter/ Waitress
o Waiter/ Waitress invite guests to buffet, by saying Excuse me, Sir/
Madam/ Mr. John, Please help your self to the buffet when you are
ready".
o Gesture, with arm towards buffet, at the end of statement.
o With a warm smile, leave the tableside.
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Done by: Waiter/ Waitress
o If the glass is less than 1/4 full, we ask guest if they would like another
drink.
o Waiter, Waitress approach the right of guest's tableside carrying a
service tray
o Stand upright with a warm smile and eye contact.
o Say, "Excuse me, Sir/ Madam/ Mr. John, May I serve you another...
(Name of drink)". If yes, thank the guest and pick up glass (if empty)
with right hand and place on to service tray before leaving the
tableside.
o Return and serve drink as for service of beverage.
12. Clear plates when guests finish including cutleryDone by: Waiter/ Waitress
o Clear plates when observing the guests finish, even when the other
guests are eating.
o Say "Excuse me, Madam/ Sir/ Mr. John, May I remove your plate".
Clear from the right side of guests clear carefully and quietly on to
service tray.
o Clear empty plate, use the left hand to carry empty plate and the right
hand to pick up the plate of the table.
o Use service tray to clear unwanted glass from the table.
o Clearing is done as swiftly and as quietly as possible so as not to
disturb the guests.
13. Re-set clean cutlery where needed for next course
Done by: Waiter/ Waitress
o New clean cutlery to be re-set according to specifications.
o Carry to table with a service tray lined with a napkin.
o Approaching the right of guest's tableside, place fork and knife
respectively
14. Clear soiled plates from guest occupied table
Done by: Waiter/ Waitress
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o Buffet service, do not wait until all guests are finished before clearing
the plates.
o Clear the plates/ cutlery/ B&B plates/ butter dish/ breadbasket and
unwanted glasses onto service tray.
15. De-crumbing table and bringing down dessert spoon and fork
Done by: Waiter/ Waitress
o Waiter/ Waitress approach the left of guest tableside.
o Use a napkin in the right hand to weep away crumbs and food articles
on table onto napkin covered side plate.
o Carry side plate with left hand.
o Sweep in table carefully and quietly.
o Bring down dessertspoon and fork into dessert position and leave the
tableside.
o Clear dessert plate once guest is finished.
16. Offer and serve coffee/ tea to guests
Done by: Waiter/ Waitress
o Waiter returns to the table with coffee, tea, coffee cup, saucer,
teaspoon, strainer, milk, sugar on a tray.
o Cup/ saucer placed in front of guests from the right. Sugar bowl placed
to center of the table.
o Coffee served from individual coffee pot, pouring from right of guest to
the 3/4 mark of the cup. Place the coffee pot to the right of the cup.
Place the milk jug to the right of the coffee pot.
o Tea served from individual teapot, pouring from right of guests to the
3/4 mark of the cup. Tea strainer used for all tea services. Place the
teapot to the right of the cup.
o Say, "Please enjoy your tea/ coffee" and leave the tableside.
17. Check guest satisfaction
Done by: Manager/ Supervisor/ Waiter/ Waitress
o Approach the right of guest's tableside.
o Stand upright with a warm smile and eye contact.
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o Say, "Excuse me, Sir/ Madam/ Mr. John, Was everything all right?" and
then thank the guest.
o Leave the tableside.
18. Present bill upon request
Done by: Waiter/ Waitress
o If guest request for payment, Waiter/ Waitress should say, Certainly,
Madam/ Sir/ Mr. John, I will be back in just a moment".
o The cashier at the cashiering station totals the bill. Check table
number, items billed and quantities.
o Present bill with bill folder at the right hand side of guest, by saying,
"Excuse me, Sir/ Madam/ Mr. John, Here is your bill".
19. Guest leave
Done by: Waiter/ Waitress
o Assist guests in pulling chairs out, slowly using two hands.
o Thank the guest for patronizing the Hotel, by saying "Thank you very
much, Madam/ Sir/ Mr. John, look forward to seeing you again".
o Waiter/ Waitress clear and re-set the table as soon as the guests have
left.
20. Bid farewell upon leaving
Done by: Manager/ Supervisor/ Hostess
o Manager or Hostess says, Thank you very much and we are looking
forward to seeing you again. Have a nice day". Look at every guests
eyes with a warm smile.
o Hostess is responsible for any give away (if any) and invites guests to
home back.
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Continental/ International Buffet Breakfast
1. Greet the guests
Done by: Manager/ Supervisor/ Hostess
o All Guests are greeted at the Lobby entrance by Manager/ Supervisor/
Hostess
o Say Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John.
Welcome to the Grand Plaza Hanoi
o If know the guests name, call by name.
o If you can recognize the guests, say, We are very pleased to see you
again Madam/ Sir/ Mr. John".
2. Escort Guests to table
Done by: Manager/ Supervisor/ Hostess
o Request guest to follow you, by saying, This way please" with a warm
smile and look at guests eyes
o Lead the way by walking in front of the guests.o Distance no more than one meter.
o Ensure guests are following.
3. Seating the guests
Done by: Manager/ Supervisor/ Hostess
o Every guest has been seated by Manager/ Supervisor/ Hostess.
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o Pull the chair out away from the guests position, just enough
space for guest to enter, always ladies first.
o As the guest attempts to sit, the chair must be swiveled back
into position using both hands until the guest finds a position of
comfort.
o Baby chairs must be offered if an infant is in the room
o Before opening the napkin to place on top of the guests lap, say
Excuse me, Sir/ Madam/ Mr. John, place gently across the guests lap
from the guests right.
o Fold napkin in half to make a triangle and place across lap with
the point of the napkin facing to the floor.
4. Offer Coffee/ TeaDone by: Waiter/ Waitress
o Captain asks the guest whether they prefer Coffee or Tea, stand
upright at the right side of guest, saying, Excuse me, Madam/ Sir/ Mr.
John, would you like Coffee or Tea before your Breakfast?. Look at the
guests eyes when asking.
o If guest ordered Tea asking, "How would you like your tea?"
o Write the order on order pad, make table plan, refer to seat No. 1 first
and walk clockwise.
5. Serve Coffee/ Tea/ Fruit juice
Done by: Waiter/ Waitress
o Waiter/ Waitress returns to tableside with beverage on tray in left
hand.
o Coffee served from Coffee pot, pouring Coffee from right of guest to
3/4 of the cup.
o Place milk jug on the right of the Coffee pot.
o Tea served from the pot individually, pouring 3/4 of the cup. Leave
Teapot to the right of the cup. Tea strainer used for all tea services.
Tea served with slice of Lemon, Milk, Honey or sugar.
o Always say, "Please enjoy your coffee/ tea before leaving table side
and look at guests eyes with a warm smile.
6. Serve Bakeries/ Butter/ Jams
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Done by: Waiter/ Waitress
o Side station prepared with Butter, Jams and Bakeries for 2/4/6 persons
in Baskets.
o Waiter/ Waitress returns to tableside with items on tray in left hand.
o Waiter/ Waitress served Breakfast Bakeries basket, place bakery
basket above the breakfast plate to the left.
o Jams also to be served beside bakery basket.
o Butter placed above B&B plate.
o Before serving Bakeries, all the names of Bakeries are to be knowledge
by serve staff.
o Remember that when approaching the guest to serve Bakeries/ Butter/
Jams, you approach at the left side of the guest, by saying, "Excuse
me, Madam/ Sir, Mr. John".
7. Invite guest to Buffet
Done by: Waiter/ Waitress
o Waiter/ Waitress invites guests to Buffet, by saying Excuse me, Sir/
Madam/ Mr. John, please help yourself to the Buffet when you are
ready.
o Gesture, with arm towards Buffet, at the end of statement.
o With a warm smile, leave the tableside.
8. Attention to tables/ Guest going to Buffet
Done by: Waiter/ Waitress
o Guest leaves the table to go to the Buffet line at the request of Waiter/
Waitress or their own initiative.
o Captain/ Waiter/ Waitress standby at the table to assist in moving
chairs for the guests. Move away slowly with both hands until guest
has left and then push back in position.o Fold the unfolded napkin two times into a triangle and places onto the
table with the tip of the fold facing the guest chair.
o While guests are at the Buffet, ensure that ashtray is also cleaned by
covering the dirty one (Not more than 2 cigarette butts) with a clean
one, placing it onto a tray in your left hand and putting down a clean
ashtray.
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o Waiter/ Waitress assists guests to carry foods from Buffet to table by
saying "Excuse me, Sir/ Madam/ Mr. John, May I help you?" or "May I
carry the plate for you?".
9. Attention to tables/ guest return to table
Done by: Waiter/ Waitress
o Waiter/ Waitress of particular station pick up the napkin with right
hand and pull out chair with left, standing on the right side of guest
and chair.
o Push the chair gently back in with the left hand and then unfold the
napkin from the right across the guests lap, say, Excuse me, Madam/
Sir/ Mr. John
o Refill Coffee/ Tea when under half of the cup, say, "Excuse me, Sir/
madam/ Mr. John, Would you like more Coffee or Tea? if guest say
Pleasethen pour slowly.
10. Check satisfaction
Done by: Manager/ Supervisor/ Server
o Approach the guests table two minutes after guests have been eating,
and say "Excuse me, Sir/ Madam/ Mr. John, How is your Breakfast?"
with eye contact and smile.
o Listen to the guests reply attentively, if the guest is satisfied, say
Thank you, Madam/ Sir/ Mr. John" and refer to the Manager/
Supervisor.
o Ask the guest if anything else is needed by saying, Would you like
anything else?or May I serve you another coffee/ tea? if yes, then
serve the coffee or tea
o Thank the guest and leave the tableside.
11. Clear soiled plates from guest occupied tableDone by: Waiter/ Waitress
o All clearing is done to a tray held in left hand of Waiter/ Waitress using
right hand to pick up equipment.
o Clear the plates when observing knife and fork are parallel, even when
the other guests are eating, by saying "Excuse me, Sir/ Madam/ Mr.
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John may I remove your plate?" if in doubt if finished or not. Clear from
the right of guest.
o Ask the guest "Would you like to have some more from the buffet?", if
yes, re-set clean cutleries.
o When the guest goes to Buffet for another helping, Waiter/ Waitress
must ensure to fold the unfolded napkin into a triangle and place onto
table and soiled dish is cleared.
o Clear from the right hand side of guest, using the right hand to clear.
Never hit or scrape the plate in front of guest. Clear Breakfast
plates, cutlery, B&B plates and Juice glass, Bakery basket, Jams and
Butter dish respectively when guests are finished with the Buffet
o Coffee cup/ Teacup must remain until the guests leave.
o Change the ashtray whenever it contains two-cigarette butts maximum
or check every five minutes if at least one cigarette butt.
12. Present bill upon request
Done by: Waiter/ Waitress
o If guests request for payment, Waiter/ Waitress should say, Certainly,
Sir/ Madam/ Mr. John, I will be back in just a moment.
o The cashier at the cashiering station totals the bill. Check table
number, items billed and quantities.
o Present bill with bill folder at the right hand side of guest, by saying
"Excuse, Sir/ Madam/ Mr. John, here is your bill".
o Collect cash or obtain signature for room charge and credit charge
request credit card for cashier to imprint.
o Before leaving the guests table say "Thank you very much, Madam/
Sir/ Mr. John.
o When bringing the change back say "Excuse me Sir/ Madam/ Mr. John,
here is your change", never wait for tips.
13. Guest leave
Done by: Waiter/ Waitress
o Assist guests in pulling chairs out, slowly using two hands.
o Thank the guest by saying Thank you very mush Madam/ Sir/ Mr.
John, look forward to seeing you again.
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Waiter/ Waitress clear and re-set the table as soon as the guest has left
14. Bid farewell upon leaving
Done by: Manager/ Supervisor/ Hostess
o Manager or Hostess says, Thank you very mush, we are looking
forward to seeing you again. Have a nice day. Look at every guests
eyes with a warm smile.
o Hostess is responsible for any give away (if any) and invites guests to
come back.
A la Carte Breakfast, Showonly1. Greet the Guests
Done by: Manager/ Supervisor/ Hostess
o All Guests are greeted at the Lobby entrance by Manager/ Supervisor/
Hostess
o Greeting the guest by saying Good Morning/ Afternoon/ Evening,
Madam/ Sir/ Mr. John. Welcome to the Grand Plaza Hanoi
o If know the guests name, call by name.
o If you can recognize the guests, say, We are very pleased to see you
again Madam/ Sir/ Mr. John".
GRAND PLAZA HANOI HOTEL
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2. Escort guests to table
Done by: Manager/ Supervisor/ Hostess
o Request guest to follow you, by saying, This way please" with a warm
smile and look at guests eyes
o Lead the way by walking in front of the guests.
o Distance no more than one meter.
o Ensure guests are following.
3. Seating the guests
Done by: Manager/ Supervisor/ Hostess
o Every guest has been seated by Manager/ Supervisor/ Hostess.
o Pull the chair out away from the guests position, just enough
space for guest to enter, always ladies first.o As the guest attempts to sit, the chair must be swiveled back
into position using both hands until the guest finds a position of
comfort.
o Baby chairs must be offered if an infant is in the room
o Before opening the napkin to place on top of the guests lap, say
Excuse me, Sir/ Madam/ Mr. John, place gently across the guests lap
from the guests right.
o Fold napkin in half to make a triangle and place across lap with
the point of the napkin facing to the floor.
4. Offer Coffee/ Tea
Done by: Waiter/ Waitress
o Captain asks the guest whether they prefer Coffee or Tea, stand
upright at the right side of guest, saying, and Excuse me, Madam / Sir
/ Mr. John, would you like Coffee or Tea before your Breakfast? Look
at the guests eyes when asking.
o If guest ordered Tea asking, "How would you like your tea?"
o Write the order on order pad, make table plan, refer to seat No. 1 first
and walk clockwise.
5. Serve Coffee/ Tea
Done by: Waiter/ Waitress
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o Waiter/ Waitress returns to tableside with beverage on tray in left
hand.
o Coffee served from Coffee pot, pouring Coffee from right of guest to
3/4 of the cup.
o Place milk jug on the right of the Coffee pot.
o Tea served from the pot individually, pouring 3/4 of the cup. Leave
Teapot to the right of the cup. Tea strainer used for all tea services.
Tea served with slice of Lemon, Milk, Honey or sugar.
o Always say, "Please enjoy your coffee/ tea before leaving table side
and look at guests eyes with a warm smile.
6. Serve Bakeries/ Butter/ Jams
Done by: Waiter/ Waitresso Side station prepared with Butter, Jams and Bakeries for 2/4/6 persons
in Baskets.
o Waiter/ Waitress returns to tableside with items on tray in left hand.
o Waiter/ Waitress served Breakfast Bakeries basket, place bakery
basket above the breakfast plate to the left.
o Jams also to be served beside bakery basket.
o Butter placed above B&B plate.
o Before serving Bakeries, all the names of Bakeries are to be knowledge
by serve staff.
o Remember that when approaching the guest to serve Bakeries/ Butter/
Jams, you approach at the left side of the guest, by saying, "Excuse
me, Madam/ Sir, Mr. John".
7. Serve the food order
Done by: Waiter/ Waitress
o Waiter/ Waitress bring the food to the guest table and serve food order
according to table plan, refer to ladies first, and then walk clockwise.o Serve food from the right of guest.
o Hold the plate with your right hand by the edge
o Do not put thumb into food.
o Always say, Excuse me, Sir/ Madam/ Mr. John, here is your ...", place
the plate quietly between cutlery.
o Ensure that dishes are presented uniformly.
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o Offer condiments if appropriate for the dish ordered.
o Before leaving the guests table, say Please enjoy your meal, Sir/
Madam/ Mr. John" look at the guests eyes with a smile.
8. Check satisfaction
Done by: Manager/ Supervisors/ Servers
o Approach the guests table two minutes after guests have been eating,
and say "Excuse me, Sir/ Madam/ Mr. John, How is your Breakfast?"
with eye contact and smile.
o Listen to the guests reply attentively, if the guest is satisfied, say
Thank you, Madam/ Sir/ Mr. John" and refer to the Manager/
Supervisor.
o Ask the guest if anything else is needed by saying, Would you like
anything else? or May I serve you another coffee/ tea? if yes, then
serve the coffee or tea
o Thank the guest and leave the tableside.
9. Clear soiled plate from guest occupied table
Done by: Waiter/ Waitress
o All clearing is done to a tray held in left hand of Waiter/ Waitress using
right hand to pick up equipment.
o Check that all guests have finished their Breakfast, by observing knife
and fork are parallel to each other on the plate. Do not clear if other
guests are eating unless indicated by guest, e.g. push the plate away.
o Ask the guest politely if they all have finished their Breakfast, by
saying "Excuse me, Sir/ Madam/ Mr. John, May I remove the plates?",
if in doubt it finished or not.
o Clear from the right hand side of guest, using the right hand to clear.
Never hit or scrape the plate in front of guest. Clear breakfast plates,
cultures, B&B plates, juice glass, Bakery basket, Jams and Butter dishrespectively.
o If guest has more than one course, clear just the first course plate
before presenting the second course.
o Coffee cup/ teacup must remain until the guests leave.
o Change the ashtray whenever contains 2-cigarette butts maximum or
check every five minutes. If at least one cigarette butt
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10. Present bill upon request
Done by: Waiter/ Waitress
o If guests request for payment, Waiter/ Waitress should say, Certainly,
Sir/ Madam/ Mr. John, I will be back in just a moment.
o The cashier at the cashiering station totals the bill. Check table
number, items billed and quantities.
o Present bill with bill folder at the right hand side of guest, by saying
"Excuse, Sir/ Madam/ Mr. John, here is your bill".
o Collect cash or obtain signature for room charge and credit charge
request credit card for cashier to imprint.
o Before leaving the guests table say "Thank you very much, Madam/
Sir/ Mr. John.o When bringing the change back say "Excuse me Sir/ Madam/ Mr. John,
here is your change", never wait for tips.
11. Guest leave
Done by: Waiter/ Waitress
o Assist guests in pulling chairs out, slowly using two hands.
o Thank the guest by saying Thank you very mush Madam/ Sir/ Mr.
John, look forward to seeing you again.
o Waiter/ Waitress clear and re-set the table as soon as the guest has
left.
12. Bid farewell upon leaving
Done by: Manager/ Supervisor/ Hostess
o Manager or Hostess says, Thank you very mush, we are looking
forward to seeing you again. Have a nice day. Look at every guestseyes with a warm smile.
o Hostess is responsible for any give away (if any) and invites guests to
come back.
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Lunch/ Dinner A la Carte Service
1 Greet the guests
Done by: Manager/ Supervisor/ Hostess
o All Guests are to be greeted at the restaurant entrance by Manager/
Supervisor/ Hostess.
o Say, Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John,
Welcome to Grand Plaza Hanoi"
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o If know the guests name, call by name.
o If you can recognize the guests, say, We are very pleased to see you
again Madam/ Sir/ Mr. John".
2. Escort guests to table
Done by: Manager/ Supervisor/ Hostess
o Request guest to follow you, by saying, This way pleasewith a warm
smile and look at guests eyes.
o Lead the way by walking in front of the guests.
o Distance no more than one meter.
o Ensure quests are following.
3. Seating the questsDone by: Manager/ Supervisor/ Hostess
o Every guest has to be seated by Manager/ Supervisor/ Hostess.
o Pull the chair out away form the guests position, just enough space for
guest to enter, always ladies first, by age.
o As the guest attempts to sit, the chair must be swiveled back into
position using both hands until the guest finds a position of comfort.
o baby chairs must be offered if a child is in the room
o Crayon pen and paper will offered to child.
o Before opening the napkin to place on top of the guests lap, say,
Excuse me, Sir/ Madam/ Mr. John", place gently across the guests lap
from the guests right.
o Fold napkin in half to make a triangle and place across lap with the
point of the napkin facing to the floor.
4. Pour iced water
Done by: Waiter/ Waitresso Water is poured from a silver pitcher into the water goblet from the
guests right side holding the pitcher in the right hand if guest require try to
sell mineral and sparkling water in our drink list
o A napkin is carried, folded in the Waiters left hand to allow wiping of
the pitcher in case of drips from the condensation that can spill onto the
guest or the table.
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o If guest order soft drink from can need to be contained in glass carafe
to pour to glass except Mineral water and sparkling water
o Water is released from the pitcher approximately one inch from the rim
of the goblet and filled to 3/4 full
o Service of water is going clockwise around the table.
5. Serve Drink order
Done by: Waiter/ Waitress
o Waiter/ Waitress picks up the drink from the service bar and process to
the guest table.
o Approach the guest table from the side, stand upright and establish
eye contact, by saying Excuse me, Sir/ Madam/ Mr. John, may I serve your.
Name of drink should be knowledge by staffo Hold the 1/3 glass bottom and quietly put in front of guest
o Always say, "Please enjoy your ..Drink before leaving tableside and
look at guests eyes with a warm smile
6. Serve Breads/ Butter
Done by: Waiter/ Waitress
o Assorted Breads/ Butter are to be collected from the kitchen/ side
station and placed on to a serving tray.
o Hold tray in your left hand.
o Approach the guest form the left hand side.
o Use a tong or service spoon and fork to pick bread to guest. All types
of Breads offered are to be knowledge by serving staff.
o Place Butter dish put on the ice bold and place at the middle of the
table and maximum for 2 people
7. Serve Wines
Done by: Waiter/ Waitress
o Pour the wine consisting of a mouth full quality for the guest who was
ordered to taste
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o After guest has tasted, serving of wine will be clockwise, always ladies
first, by age. The person who tasted serves last
o Pour of wine in to glass (depend number of guest)
o With label facing the guest, pour the wine consisting of the mouth full
quantity for the guest to taste (approx 5-10 % of the glass)
o Always say, Excuse me, Sir/ Madam/ Mr. John, May I serve the red
white wine, please
8. Serve Appetizer
Done by: Waiter/ Waitress
o Waiter/ Waitress picks up food order on to a service tray and
approaches the table according to table plan refers to lady first, than walk
clockwise.
o Serve food from the right of guest.
o Hold the plate with your right hand be the edge.
o Do not put thumb into food.
o Always says, Excuse me, Sir/ Madam/ Mr. John, Here is your..." place
the plate quietly between cutlery.
o Ensure that dished are presented uniformly.
o Offer fresh ground pepper or condiments of appropriate for the dish
ordered.
o Before leaving the guests table say, Please enjoy your meal, Sir/
madam/ Mr. John. Look at the guests eyes with a smile.
9. Table maintenance
Done by: Waiter/ Waitress
o If water goblet less than 1/2 full, refill with water.
o Change ashtrays if two or more cigarette butts or check every 5
minutes.
o Offer more Bread & Butter if the guest has finished their first serving.
10. Clear Appetizer plates
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Done by: Waiter/ Waitress
o Check that all guests have finished their appetizer, by observing knife
and fork are parallel to each other on the plate. Do not clear if other guests
are eating unless indicated by guest.
o Approach the right of guests tableside, say, Excuse me, Madam/ Sir/
Mr. John".
o Use the right hand to pick up plate off the table and transfer to the left
hand, which is carrying the service tray.
o Never hit or scrape the plate in front of the guest.
11. Serve Main course
Done by: Waiter/ Waitress
o Waiter/ Waitress pick up food order on to a guest table according to
table plan, refer to lady first, and then walk clockwise.
o Serve food from the right of guest.
o Hold the plate with your right hand by the edge.
o Do not put thumb into food.
o Always says, Excuse me, Sir/ Madam/ Mr. John, Here is your ..." place
the plate quietly between cutlery.
o Ensure that dished are presented uniformly.
o Offer fresh ground pepper or condiments of appropriate for the dish
ordered like Parmesan cheese for pasta, mustards or horseradish to beef,mint jelly to lamb, etc...
o Before leaving the guests table say, Sir/ Madam/ Mr. John, Please
enjoy your meal". Look at the guests eyes with a smile.
12. Check guest satisfaction
Done by: Manager/ Supervisor
o Approach the guests table two minutes after guests have been eating
and say, "Excuse me, Madam/ Sir/ Mr. John, How is your meal or ...?with eye
contact and warm smileo Listen to guest reply attentively, of the guest is satisfied, say Thank
you, Sir/ Madam/ Mr. JohnIfthe guest is not satisfied, apologize by
saying, Im sorry, Sir / Madam / Mr. John and refer to the Manager /
Supervisors.
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o Sweep on table carefully and quietly.
16. Serve dessert and coffee/ tea order
Done by: Waiter, Waitress
o Take coffee/ tea order by saying, Would you like tea or coffee,
Sir/Madam/ Mr. John? for tea order say, How would you like your
tea?(With milk, lemon or black tea)
o Thank guests for order and leave tableside with warm smile and eye
contact
17. Prepare Mis-en-Place
o Done by: Waiter, Waitress
Dessert cutlery is carried on a cloth lined silver tray.
o From the guest right, place the dessert cover on to the table.
18. Serve dessert
Done by: Waiter, Waitress
o Waiter, Waitress picks up food order on to a service tray and
approaches to the table.
o Waiter, Waitress serves food order according to table plan, refer to
lady first by age or guest of honor then walk clockwise.
o Serve food from the right of guest.
o Hold the plate with your right hand by the edge.
o Do not put thumb into food.
o Always says, "Excuse me, Sir/ Madam/ Mr. John, Here is your ..., place
the plate quietly between cutlery.
o Ensure that dishes are presented uniformly.
o Before leaving the guest's table say, Please enjoy your dessert, Sir/
Madam/ Mr. John". Look at the guest's eyes with a smile.
19. Clear dessert plates/unwanted glasses
Done by: Waiter, Waitress
o Check that all guests have finished their dessert, by observing knife
and fork are parallel to each other on the plate. Do not clear if other guests
are eating unless indicated by guest.
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o Approach the right of guests tableside, say, Excuse me, Madam/ Sir/
Mr. John".
o Use the right hand to pick up plate off the table and transfer to the left
hand, which is carrying the service tray.
o Never hit or scrape the plate in front of the guest.
o Empty glassed picked up from base/ stem from right side of guests
with right hand and place on tray in left hand. Clear clockwise.
20. Serve coffee/ tea
Done by: Waiter, Waitress
o Waiter returns to the table with coffee, tea, coffee cup, saucer,
teaspoon, strainer, milk, sugar on a tray.
o Cup/ saucer placed in front of guests from the right. Sugar bowl placed
to center of the table.o Coffee served from individual coffee pot, pouring from right of guest to
the 3/4 mark of the cup. Place the coffee pot to the right of the cup.
Place the milk jug to the right of the coffee pot.
o Tea served from individual teapot, pouring from right of guests to the
3/4 mark of the cup. Tea strainer used for all tea services. Place the
teapot to the right of the cup.
o Say, "Please enjoy your tea/ coffee" and leave the tableside.
21. Check satisfaction
Done by: Manager/ Supervisor/ Waiter/ Waitress
o Approach the right of guest's tableside.
o Stand upright with a warm smile and eye contact.
o Say, "Excuse me, Sir/ Madam/ Mr. John, Was everything all right?" and
then thank the guest.
o Leave the tableside.
22. Present bill upon request
Done by: Waiter/ Waitresso If guest request for payment, Waiter/ Waitress should say, Certainly,
Madam/ Sir/ Mr. John, I will be back in just a moment".
o The cashier at the cashiering station totals the bill. Check table
number, items billed and quantities.
o Present bill with bill folder at the right hand side of guest, by saying,
"Excuse me, Sir/ Madam/ Mr. John, Here is your bill".
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23. Guest leave
Done by: Waiter/ Waitress
o Assist guests in pulling chairs out, slowly using two hands.
o Thank the guest for patronizing the Hotel, by saying "Thank you very
much, Madam/ Sir/ Mr. John, look forward to seeing you again".
o Waiter/ Waitress clear and re-set the table as soon as the guests have
left.
24. Bid farewell upon leaving
Done by: Manager/ Supervisor/ Hostess
o Manager or Hostess says, Thank you very much and we are looking
forward to seeing you again. Have a nice day". Look at every guestseyes with a warm smile.
o Hostesses are responsible for any give away (if any) and invite guests
to home back.
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