WHAT IS MEANT BY SEQUENCE OF SERVICE?
• Service sequence is a guest service method with a sequence in the process of serving guests
starting from guests who come until guests leave the restaurant carried out by waiters / waiters.
A. GREETING
Say hello when guests have arrived at the restaurant's door by saying welcome and mentioning the time
example : "Good afternoon ladies and gentlemen, welcome to BEST RESTO"
Make eye contact, smile kindly with a slight bow to convey respect
Call the guest's name if you know because it can make guests happier and feel appreciated.
Give a warm and intimate welcome with a short conversation.
•Ask for how many people and/or reservations have been.
Please inform GUESTS that there are smoking & non-smoking areas.
Walk slowly but make sure guests follow closely behind.
B. Guest Seat Greet
Pull the chair slowly, prioritizing the woman to sit first but pay more attention to older guests.
Offer to use a baby seat if guests have young children with them.
Offer assistance to guests with heavy items.
Help the guest in the jacket to open and place it on the back of the chair.
Tell the server the number of guests.
C. Waiter/s preparing mineral water and welcome snack
The waiter prepared the mineral water into the prepared goblet glass
Grab a welcome bread in the form of French Bread and butter. Provide according to standard
procedures.
D. LAYING FOLDING NAPKIN
Standing to the right of the guest.
Open the napkin according to the standard procedure.
Place a napkin on the guest's lap and be careful not to disturb the guest.
E. GIVING THE MENU
Pick up a list of drinks and food from the station.
Make sure the menu is clean and in good condition.
Give it from the right side of the guest and in the open state.
Preferably women first.
By encoding clockwise.
Stand up perfectly, keep smiling and make eye contact.
Speak clearly and slowly
F. Taking order
Offer special or promoted food and drinks.
Prepare the order of the captain and pen.
Write down all orders to the captain clearly and completely.
Write down the table number, order name, date, time, number of guests, item, order quantity and size and
special requests from guests.
Tell guests all food and beverage information sold clearly and precisely according to their needs.
G. REPEAT ORDER
Speak clearly and slowly.
Keep smiling.
Ask guests when they want to repeat the order.
If the guest agrees, repeat all guest orders and all requests.
Introduce the name of the waiter who took the order.
Politely ask for a menu list.
Thank you and ask guests to wait for the order to arrive politely.
H. DISTRIBUTE OF CAPTAIN ORDER
Beverage order:
The first white sheet is given to the cashier.
The second red sheet was given to Bar.
The third yellow sheet is kept by the booker.
The fourth blue sheet is placed on the coffee table for a checklist.
Food ordering:
The first white sheet is given to the cashier.
The second red sheet is given to the kitchen.
The third yellow sheet is given to the kitchen.
The fourth blue sheet is placed on the coffee table for a checklist.
I. BEVERAGES SERVING
Be sure to serve drinks before food arrives.
Use a round tray to carry drinks.
Do not forget coasters, straws, stirrers, sugar as needed by the drink.
Drinks that use cans, bring them to guests and help open them, while drinks that use bottles have
been opened at the bar so that they are served in glasses.
For a pot of Chinese tea, pour it slowly and use the bottom line to prevent the teapot from
getting hot.
Serve from the right of the guest or from the easier side.
Name the drink served.
Check the list of drinks that have been served.
Offer the drink again if you see the contents of the drink less than 1/4 cup.
J. BRING FOOD FROM THE KITCHEN
Before the ordered food arrives in front of guests, prepare the equipment needed to serve the food
according to standard operating procedures.
Check for good conditions in terms of hygiene and changes in the quality of food, accompanying
seasonings or sauces, as well as the size and quantity of food ordered.
K. Food serving
Check whether the food to be served is in accordance with the captain order so that there is no mistake with
the table, size and amount addressed.
Try to serve food from the right side of the guest or from the easier side.
Be careful when there are small children.
Say the word "excuse me, Mr. / Mrs." slowly and clearly.
Pay attention to the layout of the food on the lazy susan, make sure the garnishes are facing the right
position.
Say the name of the food.
Check the list of meals that have been served.
Stay on standby at the incharge desk and make sure guests' needs are met.
Always check if there are empty and dirty dishes, the rest of which exceeds 2 pieces should be
replaced immediately.
Do not stack dirty dishes too high.
Stack dishes of the same type with no food left on them.
Confirm with guests when all bookings have been served.
Offer to return if there are additional meals and ask if there are any flaws in the order.
Act immediately if there is any error or complaint.
L. DESSERT SUGGESTION
The waiter offers dessert menu to guests when the main course menu has been eaten.
Put a toothpick on the table or lazy susan.
Prepare the necessary utensils to serve desserts.
Make sure the table is ready to serve dessert.
M. CHANGE AN ASHTRAY
Take a clean ashtray, place it on top of the dirty ashtray, then take it out and replace it with a clean
ashtray.
Use trays to replace them.
Make sure that after 2 cigarette butts, the ashtray must be replaced immediately.
N. SETTLE BILL
Check the bill if it is in accordance with the captain's orders.
Use a cover bill and prepare a pen.
Give it from the right side of the guest with the right hand and in the open state.
Ask guests how they comment on the service and food that has been served.
Provide and notify brochures of special promos, events and / or discounts that are currently in effect,
explain briefly, clearly and attractively so that guests are interested to know about it and come back.
Wait a while for payment.
Recalculate the amount of money in front of the guest if the guest pays cash and make sure it matches the
bill amount.
Keep in mind if there's a payment based on room charges, make sure guest data supports payment per
room charge.
Don't forget to return the change to the guest.
Say thank you and keep smiling.
O. SAY THANK YOU
Make eye contact, smile, with a slight bow when saying thank you.
Guide guests to the door with some short, friendly and memorable conversations to keep
guests interested in returning.
