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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 | |
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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 | | |
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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 | | |
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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 | | |
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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 | | |
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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 |
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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 | | |
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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 | | |
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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 | | |
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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 | |
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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 | | |