S E Q U E N C E O F S E R V I C E T R A I N I N G

SEQUENCE
OF SERVICE
TRAINING
 OBJECTIVES
TO UNDERSTAND THE SERVICE SEQUENCE USED IN
FOOD & BEVERAGE SERVICE

SPECIFIC OBJECTIVES IN THE END OF THE UNIT, STUDENT WILL BE ABLE

TO PERFORM:

• GUEST GREETING • SERVING FOOD & BEVERAGE

• GUEST SEATING • CUSTOMER SATISFACTION
• PRESENTING & DESCRIBING MENU • CLEARING THE TABLE
• TAKING ORDERS & • HANDLING BILLS
RECOMMDING DISHES
• THANKING GUEST &
• TABLE SET-UP RESETTING TABLE
 GREETING AND SITTING THE GUEST
• Normally the guests are sited by the hostess
• The hostess will sit the guests accordingly with the number of persons and
hand the menu upon sitting them
• The hostess should pull the chair for the ladies or elders , as well provide
additional chair for the ladies bag if available
• Once the guest sited you should approach the table within 3 min and great
the guests with a smile, if busy operation acknowledge the guest with eye
contact and head nod ( in that moment the guest will relax and understand
that you will attend him shortly)
 GREETING AND SITTING THE GUEST
• When approaching the guest table make sure to have kot pad and
pen available
• Be confident and start the conversation by introducing yourself politely
(Good morning,afternoon,evening ! Welcome to La Serre ,my name is Ioana
and I will be taking care of you today)
• If the guest is regular diner at the restaurant make sure you great him with:
welcome back or pleasure seeing you again
• Always be polite with the guest and do not show attitude or that you are
in rush
• First impression is the LAST IMPRESSION
 PRESENTING AND
DESCRIBING THE MENU
• Presenting the menu is the time for suggestive selling.
• Have opportunity to sell items on the menu and the “specialty” and
side dishes.
• Must understand all the items in the menu and able to describe how they
are cooked and served.
• A good waiter/waitresses is the person who able to persuade the guest to
try any menu in the card. They also capable of attracting the guest with
their own style of explaining the menu to the guest, so that the menu
sounds more interesting
 TAKING ORDER TECHNIQUES
RETURNING CUSTOMER
• If you know the guest preferences you can always start with : would you like
to have the regular ? Then repeat the usual drink or food that he is ordering
for confirmation
• If the guest doesn’t have a preferences start with a recommendation : may
I recommend you to try today …. ( explain the dish in details and make sure
when explaining it sounds appealing)
• Make sure to ask the guest about any allergy ( do you have allergy or
intolerance that we should be aware?)
• If the order has more then 1 item coordinate with the guest how they would
like to be served
 TAKING ORDER TECHNIQUES
• If the order is a main course recommend the guest to start with a small
appetizer or bread basket ( this will keep him busy and not getting anxious
on following the order)
• Always write down the order
• Repeat the order loud and clear to avoid misunderstanding
• Inform the guest how long will take for the food to be served
IDEALLY :
STARTERS /SALAD 6-8 MIN
MAIN COURSE 20-25 MIN
• If the operation is busy while taking the order inform the guest that the
food might have a slight delay
 TAKING ORDER TECHNIQUES
NEW CUSTOMER
• A new customer is an opportunity to upsell and impress
• Always communicate with thenguest in a polite manner and start with:
I would recommend you …(describe the dish in an appealing manner and
be confident)
• Make sure to ask the guest about any allergy ( do you have allergy or
intolerance that we should be aware?)
• If the order has more then 1 item coordinate with the guest how they would
like to be serve
• If the order is a main course recommend the guest to start with a small
appetizer or bread basket ( this will keep him busy and not getting anxious
on following the order)
 TAKING ORDER TECHNIQUES
• Always write down the order
• Repeat the order loud and clear to avoid misunderstanding
• Inform the guest how long will take for the food to be served
IDEALLY :
STARTERS /SALAD 6-8 MIN ,
MAIN COURSE 20-25 MIN
• If the operation is busy while taking the order inform the guest that the
food might have a slight delay
 POSTING THE ORDER
IN THE POS
• Post the order in the pos and make sure you are following the
serving instruction that guest provided

• When posting the order make sure all the special instruction
are added to the order

• Before sending the order double check your order to

avoid mistakes
 TABLE SET-UP
AFTER POSTING THE ORDER , MAKE SURE THE NECESSARY
SET UP IS AVAILABLE :

SIDE PLATES SUGAR

CUTLERIES SALT AND PAPER

NAPKIN ASHTRAY
 SERVING THE
FOOD AND BEVERAGES
• The runner will serve the beverages and the food to the guest but the waiter
should assist the runner with the service and present the drinks or
dishes name
• When serving water or softdrinks make sure to pour into the glass without
removing the glass from the table or touching the rim of the glass
• After finishing pouring place the bottle with the label facing the guest
• The first to be served are the kids, ladies , elders ( we should always
remember what the guest have ordered )
• The service should be from the right side of the guest , except the bread
basket and butter from the left
 CUSTOMER SATISFACTION
• Keep eye contact with guests and be attentive to the guest body language to avoid
complains , if you see the guest is anxious approach the tables and check if he needs
assistance with something
• Follow up on the orders to come on time
• When the food is served make sure all the items have been served , if any item
haven’t been served approach the guest and politely inform him how long will take to
be ready or if it is on the way
• After the food was served check on the customer satisfaction within 3 min or first 3
bites (this will help you prevent a complaint for the taste/cooking instruction or if an
item is missing the guest will highlight )
• In case of complaint or any type of feedback from the guest that might affect the
image of the restaurant or operation inform the mod ASAP
 CLEANING THE TABLE
• Always make sure to remove the plates from the table as soon as the
guest finish eating , but make sure everyone finish, it is not polite to
remove from one person and everyone else still eating

• USE THE 2 PLATES CLEANING TECHNIQUE OR IF MORE

CONFORTABLE USE A SERVICE TRAY

• Return to crumble the table

• Make space for dessert and coffee if it was ordered

• After cleaning the table place the dessert set-up

 DESSERTS AND
COFFEE SERVICE
• After cleaning the dirty plates approach the guest with the dessert and
coffee menu or recommend him to visit the pastry case and try one of
our delicious freshly made desserts

• Desserts and coffee are a tactic of upselling from which the guest will
not fill that you are pushy (always recommend instead of letting the
guest to read the menu)

• MAKE SURE THE DESSET CUTTLERIES ARE ON THE TABLE BEFORE

THE DESSERT IS SERVED
 BILL PAYMENT PROCEDURE
• When guest is requesting the bill make sure to present it
within 3 min

• Make sure the bill folder is clean

• Present the bill to the guest on the open folder for him/her to be
able to check the items and total

• Inform the guest the total

• Have ready the card machine with you for a faster payment method
 THANKING THE GUEST
• Last impression = first impression

• Wish them, thank them and acknowledge with final smile.

• Example:
‘THANK YOU SIR, PLEASE COME AGAIN AND HAVE A
NICE DAY’
 RESETTING THE TABLE
• After the guest left, the table and service area must be
cleared, cleaned and the table must be reset for the
next guest

• Resetting the table means that all the required cutleries

and glassware must be set back on the table
 THE PROCEDURE FOR
CLEARING TABLE
• Remove coffee cups and center items, glassware and ashtrays. The cup and
saucers, and also glassware should be carried using tray
• If the table cloth is dirty, replace it with the clean cloth
• Ensure that all chairs are returned to their original position
• Reset the setting according to the SOP’s (standard operating procedure) to
be ready to welcome new guests
• Side station are restocked with cleaned, polished equipment’s immediately
after the completion of service as Mise En Place for the next service.
 TIPS FOR
SERVICE ENHANCEMENT
• If all your guests have been served always walk between the table with your
tray in hand and check the cleanliness of the tables
• Check on the guest satisfaction
• Change ashtrays at 3 cigarettes buts
• Suggest drinks or refill sauces if it was finish before finishing the food
• By following all the above tips the customer will know that you are taking
care of them and the service is on spot