{"id":5194,"date":"2022-04-02T10:56:17","date_gmt":"2022-04-02T08:56:17","guid":{"rendered":"http:\/\/www.philodex.com\/?page_id=5194"},"modified":"2022-04-02T10:56:28","modified_gmt":"2022-04-02T08:56:28","slug":"workflow-service","status":"publish","type":"page","link":"https:\/\/www.philodex.com\/en\/workflow-service\/","title":{"rendered":"Workflow Service"},"content":{"rendered":"\n\n\n\n\t\n\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t
Task<\/h5><\/th>
Expactation<\/h5><\/th>
Negligence<\/h5><\/th>\n<\/tr>\n<\/thead>\n
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Reservation<\/em><\/strong><\/td>In charge:<\/strong><\/em><\/td>Matre dHotel, Supervisor, Hostess<\/strong><\/em><\/td>\n<\/tr>\n
Answer the guests calls<\/td>Professional behaviour on the phone<\/td>Phone rings too long. We-are-unfortunately-fully-booked-Syndrome.<\/td>\n<\/tr>\n
Ask for name, date, time and number of guest<\/td><\/td><\/td>\n<\/tr>\n
Inquire special requests<\/td>Confirmation of the details<\/td>Special requests were not recorded or forgotten<\/td>\n<\/tr>\n
Confirm details to the guest<\/td><\/td><\/td>\n<\/tr>\n
Plan and manage the reservation book or system<\/td>Alternatives will be offered if needed<\/td><\/td>\n<\/tr>\n
Consult with the restaurant manager<\/td><\/td><\/td>\n<\/tr>\n
Forward special requests (menu and beverage wishes, flowers) to relevant departmet<\/td>Assistance with special requests<\/td><\/td>\n<\/tr>\n
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Prior arrival of the guests<\/em><\/strong><\/td>In charge:<\/strong><\/em><\/td>Runner<\/strong><\/em><\/td>\n<\/tr>\n
Clear the table completely - take everything off the table<\/td>Being seated on a fully laid table<\/td>Nobody takes care of the table and it stays dirty and unlaid<\/td>\n<\/tr>\n
Clean table top with wet cloth and the correct chemicals<\/td><\/td><\/td>\n<\/tr>\n
Lay the table full for the next guest<\/td><\/td><\/td>\n<\/tr>\n
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On arrival of the guests<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Hostess, Supervisor<\/strong><\/em><\/td>\n<\/tr>\n
Acknowledge and greet guest within one minute of arrival<\/td>Appropriate greeting<\/td>Unfriendliness<\/td>\n<\/tr>\n
Make eye contact and smile<\/td>Reserved table is ready<\/td>Table not ready<\/td>\n<\/tr>\n
Offer assistance with coat<\/td>Wardrobe is taken care of<\/td>Not the right table<\/td>\n<\/tr>\n
Ensure you refer to guest as sir\/madam<\/td>Ushered to the table<\/td>Long waiting time<\/td>\n<\/tr>\n
Use name and title where applicable<\/td>Convenient location and size of table<\/td>Being forgotten<\/td>\n<\/tr>\n
Ask for reservation - if yes, act accordingly<\/td>Being seated on a fully laid table<\/td>Lack of communication<\/td>\n<\/tr>\n
If no - ask guest for preferences<\/td>Would like to know the name of the waiter<\/td><\/td>\n<\/tr>\n
Escort the guests to the table within one minute<\/td><\/td><\/td>\n<\/tr>\n
Seat guest on appropriate and fully laid table (refer to SOP)<\/td><\/td><\/td>\n<\/tr>\n
If not possible, apologize, explain, how long will they wait<\/td><\/td><\/td>\n<\/tr>\n
Offer alternative location<\/td><\/td><\/td>\n<\/tr>\n
Promptly present menu<\/td><\/td><\/td>\n<\/tr>\n
Present a clean menu in good condition<\/td><\/td><\/td>\n<\/tr>\n
Inform guest of any out of stock dishes<\/td><\/td><\/td>\n<\/tr>\n
Recommend chefs special<\/td><\/td><\/td>\n<\/tr>\n
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Offering a drink<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Hostess, Waiter<\/strong><\/em><\/td>\n<\/tr>\n
Ask guest if they would like a drink\/aperitif\/beer<\/td>A smiling waiter<\/td>Guests are not asked for an aperitif<\/td>\n<\/tr>\n
Point out special drinks<\/td>Being greeted<\/td><\/td>\n<\/tr>\n
Prompt or up-sell if possible<\/td>Immediate drink offer<\/td><\/td>\n<\/tr>\n
Ask guest if they would like some nibbles to start with<\/td><\/td><\/td>\n<\/tr>\n
Inform waiter of any order taken<\/td><\/td><\/td>\n<\/tr>\n
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Presentation of the menu<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Hostess, Waiter, Supervisor<\/strong><\/em><\/td>\n<\/tr>\n
Promptly present menu<\/td>Get ready for the upcoming happening<\/td>Dirty, incomplete or torn menu<\/td>\n<\/tr>\n
Present a clean menu in good condition<\/td>Immediate drink order<\/td>Too long waiting times<\/td>\n<\/tr>\n
Inform guest of any out of stock dishes<\/td>Enough time for food selection<\/td><\/td>\n<\/tr>\n
Recommend chefs special<\/td>Explaination of the specials<\/td><\/td>\n<\/tr>\n
Ask guest if they would like a drink\/aperitif\/beer<\/td><\/td><\/td>\n<\/tr>\n
Point out the Drink of the Day or homemade beer<\/td><\/td><\/td>\n<\/tr>\n
Prompt or up-sell if possible<\/td><\/td><\/td>\n<\/tr>\n
Suggest complimentary items during ordering process<\/td><\/td><\/td>\n<\/tr>\n
Ask guest if they would like some snacks to start with<\/td><\/td><\/td>\n<\/tr>\n
Inform waiter of any order taken<\/td><\/td><\/td>\n<\/tr>\n
Put order into till<\/td><\/td><\/td>\n<\/tr>\n
Notify the kitchen about pre set menus<\/td><\/td><\/td>\n<\/tr>\n
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Prior to order taking<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Hostess, Waiter, Runner<\/strong><\/em><\/td>\n<\/tr>\n
Serve drinks or aperitif if ordered<\/td>Aperitif served promptly<\/td>Long waiting time<\/td>\n<\/tr>\n
Remove unnecessary equipment<\/td>Fresh bread<\/td>Bread not fresh<\/td>\n<\/tr>\n
Serve bread, pretzels, spreads or nibbles<\/td><\/td>Poor quality of spreads<\/td>\n<\/tr>\n
Change ashtray<\/td><\/td>Bad presentation<\/td>\n<\/tr>\n
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Order taking<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter, Supervisor<\/strong><\/em><\/td>\n<\/tr>\n
Make recommendations - explain food<\/td>High level of technical knowledge<\/td>Employees do not advise the guest, but teach them<\/td>\n<\/tr>\n
Up sell - all the time<\/td>Comply to special requests<\/td>Guest is forced to rush<\/td>\n<\/tr>\n
Take the food orders<\/td>Service employees prove empathy regarding special needs (diet, time)<\/td>Service staff have a negative attitude regarding special requests<\/td>\n<\/tr>\n
Ultimately order check<\/td>Order will be repeated<\/td>Waiter leaves the table speechless<\/td>\n<\/tr>\n
Ring the order<\/td>Final confirmation if there is any order missing<\/td><\/td>\n<\/tr>\n
Forward orders to the kitchen<\/td><\/td><\/td>\n<\/tr>\n
Prepare table for food service - mise en place<\/td><\/td><\/td>\n<\/tr>\n
Inform the chef about any special requests<\/td><\/td><\/td>\n<\/tr>\n
Inform the guests about waiting times for special dishes<\/td><\/td><\/td>\n<\/tr>\n
Beverage order<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter, Supervisor<\/strong><\/em><\/td>\n<\/tr>\n
Present the menu to the host<\/td>Drinks are corresponding to the recommended food<\/td>Make guest insecure by intrusive presentation<\/td>\n<\/tr>\n
Make recommendations - explain beverages if needed<\/td>Beer is served the German Way - with a head of 3 fingers height of foam<\/td>Inappropriate recommendations<\/td>\n<\/tr>\n
Up sell - all the time<\/td>Wine bottle is presented<\/td>Wine has not been presented<\/td>\n<\/tr>\n
Take the order of beverages<\/td>Drinks are served with proper serving temperature and served correctly<\/td>Glasses are filled too full or insufficient<\/td>\n<\/tr>\n
Make all preparations for the wine and beverage service (correct glasses)<\/td><\/td><\/td>\n<\/tr>\n
Perform rapid and proper wine and beverage service<\/td><\/td><\/td>\n<\/tr>\n
Clear aperitif glasses<\/td><\/td><\/td>\n<\/tr>\n
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Food service<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter<\/strong><\/em><\/td>\n<\/tr>\n
Ensure completeness of order prior to service<\/td>Guests of honour and women are given preferential treatment<\/td>Cutlery is arrives too late<\/td>\n<\/tr>\n
Serve food while respecting the general rules of service<\/td>Excellent presentation of each dish<\/td>Order is served incomplete<\/td>\n<\/tr>\n
Up sell - ask for more bread, butter or any spreads orders<\/td>No unnecessary interruptions while eating<\/td>Order is mixed up<\/td>\n<\/tr>\n
Ask for more beer or beverage orders<\/td>Timely refills of drinks<\/td>Guests are disturbed<\/td>\n<\/tr>\n
Refill wine<\/td>Asked about the satisfaction of our guests<\/td>Guests of honour was not served first<\/td>\n<\/tr>\n
Clear dirty dishes<\/td>Eliminates occurring blemishes and provides a solution<\/td>Waiter has to ask guests what they ordered<\/td>\n<\/tr>\n
Change ashtray<\/td><\/td>Guests get drinks themselves<\/td>\n<\/tr>\n
Wish a pleasant meal<\/td><\/td>Complaints are ignored<\/td>\n<\/tr>\n
After 3 minutes check if everything is satisfactory<\/td><\/td><\/td>\n<\/tr>\n
Clearing the table<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter, Runner<\/strong><\/em><\/td>\n<\/tr>\n
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<\/td>If main course takes a long time, inform the manager who will then check with the kitchen<\/td>Table was not fully cleared food leftovers and bread crumbs are not brushed away<\/td>\n<\/tr>\n
Clear all cutlery & plates at the same time<\/td><\/td>Everything is cleared away and nothing left on the table<\/td>\n<\/tr>\n
Always up-sell when feasible<\/td><\/td>Not being asked for dessert<\/td>\n<\/tr>\n
Ask for further drinks\/beer<\/td><\/td><\/td>\n<\/tr>\n
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Offer dessert<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter, Runner<\/strong><\/em><\/td>\n<\/tr>\n
Present open dessert menus<\/td>Being offered the daily specials - way of eating<\/td>Waiter does not offer anything<\/td>\n<\/tr>\n
Take dessert order<\/td>Lear ning something about desserts<\/td>No explanation why you are offering dessert<\/td>\n<\/tr>\n
Up sell - ask for coffee<\/td>Trying to drink coffee instead of tea<\/td>Staff is not interested in feedback of the guests about their experience<\/td>\n<\/tr>\n
Avoid bringing the coffee before the dessert<\/td><\/td>Nobody is asking for digestive<\/td>\n<\/tr>\n
On arrival of dessert, check to make sure everything has arrived correctly<\/td><\/td><\/td>\n<\/tr>\n
Watch out for any additional requirements (ice cream, sauce)<\/td><\/td><\/td>\n<\/tr>\n
Ensure you come back at the table after 3 min and ask if everything is alright<\/td><\/td><\/td>\n<\/tr>\n
Clear away coffee or tea cups when it is required<\/td><\/td><\/td>\n<\/tr>\n
After dessert is finished clear all cutlery & dessert plates at the same time<\/td><\/td><\/td>\n<\/tr>\n
Up sell - offer digestive Schnapps, Cognac, . . .<\/td><\/td><\/td>\n<\/tr>\n
Remove all empty glasses, apart from one glass per guest on the table<\/td><\/td><\/td>\n<\/tr>\n
Change ashtray<\/td><\/td><\/td>\n<\/tr>\n
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On payment<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Waiter, Supervisor<\/strong><\/em><\/td>\n<\/tr>\n
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 . . .<\/td>Every item on the bill<\/td>Guest does not understand what he is being charged for<\/td>\n<\/tr>\n
Get payment as quickly as possible and process<\/td>Understandable language<\/td>Incorrect invoice<\/td>\n<\/tr>\n
Present for signing if credit card payment or return change as necessary<\/td>There shall not be any mistakes on it<\/td>Guest has been charged for items that he did not consumed<\/td>\n<\/tr>\n
Keep an eye on the table for guest departure and assist as necessary (coast, pull tables)<\/td>Under no circumstances there shall be more items on the bill as the guests consumed<\/td><\/td>\n<\/tr>\n
Thank them with a smile as it is the last impression they have of the restaurant and offer invitation to return<\/td>Friendly regards when leaving<\/td><\/td>\n<\/tr>\n
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Upon depature<\/strong><\/em><\/td>In charge:<\/strong><\/em><\/td>Runner<\/strong><\/em><\/td>\n<\/tr>\n
Clear the table completely - take everything off the table<\/td>Being seated on a fully laid table<\/td>Nobody takes care of the table and it stays dirty and unlaid<\/td>\n<\/tr>\n
Clean table top with wet cloth and the correct chemicals<\/td><\/td><\/td>\n<\/tr>\n
Lay the table full for the next guest<\/td><\/td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-5194","page","type-page","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t