Task | Expactation | Negligence |
|---|---|---|
| Reservation | In charge: | Matre dHotel, Supervisor, Hostess |
| Answer the guests calls | Professional behaviour on the phone | Phone rings too long. We-are-unfortunately-fully-booked-Syndrome. |
| Ask for name, date, time and number of guest | ||
| Inquire special requests | Confirmation of the details | Special requests were not recorded or forgotten |
| Confirm details to the guest | ||
| Plan and manage the reservation book or system | Alternatives will be offered if needed | |
| Consult with the restaurant manager | ||
| Forward special requests (menu and beverage wishes, flowers) to relevant departmet | Assistance with special requests | |
| Prior arrival of the guests | In charge: | Runner |
| Clear the table completely - take everything off the table | Being seated on a fully laid table | Nobody 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 guests | In charge: | Hostess, Supervisor |
| Acknowledge and greet guest within one minute of arrival | Appropriate greeting | Unfriendliness |
| Make eye contact and smile | Reserved table is ready | Table not ready |
| Offer assistance with coat | Wardrobe is taken care of | Not the right table |
| Ensure you refer to guest as sir/madam | Ushered to the table | Long waiting time |
| Use name and title where applicable | Convenient location and size of table | Being forgotten |
| Ask for reservation - if yes, act accordingly | Being seated on a fully laid table | Lack of communication |
| If no - ask guest for preferences | Would 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 drink | In charge: | Hostess, Waiter |
| Ask guest if they would like a drink/aperitif/beer | A smiling waiter | Guests are not asked for an aperitif |
| Point out special drinks | Being greeted | |
| Prompt or up-sell if possible | Immediate drink offer | |
| Ask guest if they would like some nibbles to start with | ||
| Inform waiter of any order taken | ||
| Presentation of the menu | In charge: | Hostess, Waiter, Supervisor |
| Promptly present menu | Get ready for the upcoming happening | Dirty, incomplete or torn menu |
| Present a clean menu in good condition | Immediate drink order | Too long waiting times |
| Inform guest of any out of stock dishes | Enough time for food selection | |
| Recommend chefs special | Explaination 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 taking | In charge: | Hostess, Waiter, Runner |
| Serve drinks or aperitif if ordered | Aperitif served promptly | Long waiting time |
| Remove unnecessary equipment | Fresh bread | Bread not fresh |
| Serve bread, pretzels, spreads or nibbles | Poor quality of spreads | |
| Change ashtray | Bad presentation | |
| Order taking | In charge: | Waiter, Supervisor |
| Make recommendations - explain food | High level of technical knowledge | Employees do not advise the guest, but teach them |
| Up sell - all the time | Comply to special requests | Guest is forced to rush |
| Take the food orders | Service employees prove empathy regarding special needs (diet, time) | Service staff have a negative attitude regarding special requests |
| Ultimately order check | Order will be repeated | Waiter leaves the table speechless |
| Ring the order | Final 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 order | In charge: | Waiter, Supervisor |
| Present the menu to the host | Drinks are corresponding to the recommended food | Make guest insecure by intrusive presentation |
| Make recommendations - explain beverages if needed | Beer is served the German Way - with a head of 3 fingers height of foam | Inappropriate recommendations |
| Up sell - all the time | Wine bottle is presented | Wine has not been presented |
| Take the order of beverages | Drinks are served with proper serving temperature and served correctly | Glasses 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 service | In charge: | Waiter |
| Ensure completeness of order prior to service | Guests of honour and women are given preferential treatment | Cutlery is arrives too late |
| Serve food while respecting the general rules of service | Excellent presentation of each dish | Order is served incomplete |
| Up sell - ask for more bread, butter or any spreads orders | No unnecessary interruptions while eating | Order is mixed up |
| Ask for more beer or beverage orders | Timely refills of drinks | Guests are disturbed |
| Refill wine | Asked about the satisfaction of our guests | Guests of honour was not served first |
| Clear dirty dishes | Eliminates occurring blemishes and provides a solution | Waiter has to ask guests what they ordered |
| Change ashtray | Guests get drinks themselves | |
| Wish a pleasant meal | Complaints are ignored | |
| After 3 minutes check if everything is satisfactory | ||
| Clearing the table | In 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 duty | If main course takes a long time, inform the manager who will then check with the kitchen | Table was not fully cleared food leftovers and bread crumbs are not brushed away |
| Clear all cutlery & plates at the same time | Everything is cleared away and nothing left on the table | |
| Always up-sell when feasible | Not being asked for dessert | |
| Ask for further drinks/beer | ||
| Offer dessert | In charge: | Waiter, Runner |
| Present open dessert menus | Being offered the daily specials - way of eating | Waiter does not offer anything |
| Take dessert order | Lear ning something about desserts | No explanation why you are offering dessert |
| Up sell - ask for coffee | Trying to drink coffee instead of tea | Staff is not interested in feedback of the guests about their experience |
| Avoid bringing the coffee before the dessert | Nobody 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 payment | In 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 bill | Guest does not understand what he is being charged for |
| Get payment as quickly as possible and process | Understandable language | Incorrect invoice |
| Present for signing if credit card payment or return change as necessary | There shall not be any mistakes on it | Guest 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 return | Friendly regards when leaving | |
| Upon depature | In charge: | Runner |
| Clear the table completely - take everything off the table | Being seated on a fully laid table | Nobody 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 |
Walter Sperger
