Work Flow – Service

Task
Expactation
Negligence
ReservationIn charge:Matre dHotel, Supervisor, Hostess
Answer the guests callsProfessional behaviour on the phonePhone rings too long. We-are-unfortunately-fully-booked-Syndrome.
Ask for name, date, time and number of guest
Inquire special requestsConfirmation of the detailsSpecial requests were not recorded or forgotten
Confirm details to the guest
Plan and manage the reservation book or systemAlternatives will be offered if needed
Consult with the restaurant manager
Forward special requests (menu and beverage wishes, flowers) to relevant departmetAssistance with special requests
Prior arrival of the guestsIn charge:Runner
Clear the table completely - take everything off the tableBeing seated on a fully laid tableNobody takes care of the table and it stays dirty and unlaid
Clean table top with wet cloth and the correct chemicals
Lay the table full for the next guest
On arrival of the guestsIn charge:Hostess, Supervisor
Acknowledge and greet guest within one minute of arrivalAppropriate greetingUnfriendliness
Make eye contact and smileReserved table is readyTable not ready
Offer assistance with coatWardrobe is taken care ofNot the right table
Ensure you refer to guest as sir/madamUshered to the tableLong waiting time
Use name and title where applicableConvenient location and size of tableBeing forgotten
Ask for reservation - if yes, act accordinglyBeing seated on a fully laid tableLack of communication
If no - ask guest for preferencesWould like to know the name of the waiter
Escort the guests to the table within one minute
Seat guest on appropriate and fully laid table (refer to SOP)
If not possible, apologize, explain, how long will they wait
Offer alternative location
Promptly present menu
Present a clean menu in good condition
Inform guest of any out of stock dishes
Recommend chefs special
Offering a drinkIn charge:Hostess, Waiter
Ask guest if they would like a drink/aperitif/beerA smiling waiterGuests are not asked for an aperitif
Point out special drinksBeing greeted
Prompt or up-sell if possibleImmediate drink offer
Ask guest if they would like some nibbles to start with
Inform waiter of any order taken
Presentation of the menuIn charge:Hostess, Waiter, Supervisor
Promptly present menuGet ready for the upcoming happeningDirty, incomplete or torn menu
Present a clean menu in good conditionImmediate drink orderToo long waiting times
Inform guest of any out of stock dishesEnough time for food selection
Recommend chefs specialExplaination of the specials
Ask guest if they would like a drink/aperitif/beer
Point out the Drink of the Day or homemade beer
Prompt or up-sell if possible
Suggest complimentary items during ordering process
Ask guest if they would like some snacks to start with
Inform waiter of any order taken
Put order into till
Notify the kitchen about pre set menus
Prior to order takingIn charge:Hostess, Waiter, Runner
Serve drinks or aperitif if orderedAperitif served promptlyLong waiting time
Remove unnecessary equipmentFresh breadBread not fresh
Serve bread, pretzels, spreads or nibblesPoor quality of spreads
Change ashtrayBad presentation
Order takingIn charge:Waiter, Supervisor
Make recommendations - explain foodHigh level of technical knowledgeEmployees do not advise the guest, but teach them
Up sell - all the timeComply to special requestsGuest is forced to rush
Take the food ordersService employees prove empathy regarding special needs (diet, time)Service staff have a negative attitude regarding special requests
Ultimately order checkOrder will be repeatedWaiter leaves the table speechless
Ring the orderFinal confirmation if there is any order missing
Forward orders to the kitchen
Prepare table for food service - mise en place
Inform the chef about any special requests
Inform the guests about waiting times for special dishes
Beverage orderIn charge:Waiter, Supervisor
Present the menu to the hostDrinks are corresponding to the recommended foodMake guest insecure by intrusive presentation
Make recommendations - explain beverages if neededBeer is served the German Way - with a head of 3 fingers height of foamInappropriate recommendations
Up sell - all the timeWine bottle is presentedWine has not been presented
Take the order of beveragesDrinks are served with proper serving temperature and served correctlyGlasses are filled too full or insufficient
Make all preparations for the wine and beverage service (correct glasses)
Perform rapid and proper wine and beverage service
Clear aperitif glasses
Food serviceIn charge:Waiter
Ensure completeness of order prior to serviceGuests of honour and women are given preferential treatmentCutlery is arrives too late
Serve food while respecting the general rules of serviceExcellent presentation of each dishOrder is served incomplete
Up sell - ask for more bread, butter or any spreads ordersNo unnecessary interruptions while eatingOrder is mixed up
Ask for more beer or beverage ordersTimely refills of drinksGuests are disturbed
Refill wineAsked about the satisfaction of our guestsGuests of honour was not served first
Clear dirty dishesEliminates occurring blemishes and provides a solutionWaiter has to ask guests what they ordered
Change ashtrayGuests get drinks themselves
Wish a pleasant mealComplaints are ignored
After 3 minutes check if everything is satisfactory
Clearing the tableIn charge:Waiter, Runner
If you see that the customer did not finish the plate, ask if it was not appealing, and report straight away to the manager on dutyIf main course takes a long time, inform the manager who will then check with the kitchenTable was not fully cleared food leftovers and bread crumbs are not brushed away
Clear all cutlery & plates at the same timeEverything is cleared away and nothing left on the table
Always up-sell when feasibleNot being asked for dessert
Ask for further drinks/beer
Offer dessertIn charge:Waiter, Runner
Present open dessert menusBeing offered the daily specials - way of eatingWaiter does not offer anything
Take dessert orderLear ning something about dessertsNo explanation why you are offering dessert
Up sell - ask for coffeeTrying to drink coffee instead of teaStaff is not interested in feedback of the guests about their experience
Avoid bringing the coffee before the dessertNobody is asking for digestive
On arrival of dessert, check to make sure everything has arrived correctly
Watch out for any additional requirements (ice cream, sauce)
Ensure you come back at the table after 3 min and ask if everything is alright
Clear away coffee or tea cups when it is required
After dessert is finished clear all cutlery & dessert plates at the same time
Up sell - offer digestive Schnapps, Cognac, . . .
Remove all empty glasses, apart from one glass per guest on the table
Change ashtray
On paymentIn charge:Waiter, Supervisor
When guest asks for the bill, check it and present the customer a clearly itemized and correct bill in a clean bill presenter with a business card, comment card, flyer . . .Every item on the billGuest does not understand what he is being charged for
Get payment as quickly as possible and processUnderstandable languageIncorrect invoice
Present for signing if credit card payment or return change as necessaryThere shall not be any mistakes on itGuest has been charged for items that he did not consumed
Keep an eye on the table for guest departure and assist as necessary (coast, pull tables)Under no circumstances there shall be more items on the bill as the guests consumed
Thank them with a smile as it is the last impression they have of the restaurant and offer invitation to returnFriendly regards when leaving
Upon depatureIn charge:Runner
Clear the table completely - take everything off the tableBeing seated on a fully laid tableNobody takes care of the table and it stays dirty and unlaid
Clean table top with wet cloth and the correct chemicals
Lay the table full for the next guest
Work Flow – Service
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