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7/27/2019 Restaurant Service Procedure
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AFTER CUSTOMER DEPARTURE - RESETTING TABLE PROCEDURE
Restaurant - Lounge Waiter / Waitress
Help Guest when Departing
Bid farewell to Customers
Verify no guest belongings are left behind
Pick-up tray from service station
Approach guest table and remove all so iled wares (glass, china etc)
and place onto tray
Place heavy and high items on part leaning towards the body
Al l soi led glasses move to bar counter
Al l o ther wares move to di sh washing area
Take a fresh cleaning rack (from service station)
M t i id
If found, hand to guestsright away
Reason: A) Avoids dropping of items from tray B) easier carrying of
fully loaded tray
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ANSWER TELEPHONE PROCEDURE
Restaurant Manager Restaurant GRO / Supervisor Restaurant Waiter / Waitress / Trainee
Pick-up phone (maximum three rings)
Smile / use a friendly vo ice when speaking on
the phone
Say: "Holiday Inn Central Plaza, Salt and
Pepper, Mary speaking!"
Listen to speaker first before answering
Speaker requests to speak to restaurant
manager
Speaker requests to make a reservat ion Speaker requests to speak to a col league /
staff
Say: "Mr. Liu (repeat requested person' s
name), one mo ment please. Thank you
for calling!"
Ask: " Your name, pl ease!"
Listen to con versation and reject call
friendly: "I am sorry, we do not allow staff totake phone calls. Thank you fo r your
understanding!"
Put conversation ON HOLD by pressing
On Hold button Ask : " Which d ay and tim e, Miss Wong?" Wait unt il speaker hung up
Search for requested person immediately Ask: " How many people?" Hang Up phone
Lobby and Coffee shop, alwaysanswer in English !
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Restaurant Waiter/Waitress Kitchen Cook / Demi Chef / Chef de Partie
Guest Requests a Boiled Egg
Ask Guest : " Excuse me, how many minutes
would you like your egg to be boiled?"
Guest replies. Ask further: " Would you prefer
one or two boiled eggs?"
Guest replies. Repeat order to guest
Post order into POS or (if for breakfast buf fet)
inform chef de partie on duty to prepare
Receive POS order (or verbal order if for b reak fast
buffet)
Place water in pot onto stov e and heat until boiling
Add egg's once water is boiling
Set timer to number of minutes required
Once alarm rings remove egg from pot and place egg in
BOILED EGG SERVICE PROCEDURE
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Coffee Shop
GRO / Superviso r
Preparation: According to business trend, pre-print breakfast
buffet checks
Welcome Guest and say: "Good morning, Sir /
Madame, may I have your room c ard please?"
Swipe room card on POS swip er
Verify guest's room number and name
Remember guest's family name
Reconfirm Information: "Mr. Zhang, is that correct?"
Verify if room code is inclusi ve of breakfast
Return guest's room card
Room inclusive of breakfast Room not inclusive of breakfast
Say: "This way please!" Ask: "Would you like to try our breakfast buffet?"
Escort guest to tableIf yes, present pre-printed breakfast check o n bill
folder to guest
Pull chair for guest Say: "Could you please sign the breakfast bill here?"
Complete the bill by adding guest name and room
BREAKFAST CONTROL PROCEDURE
Enter guest into ashort and pleasantconversation, make
him/her feel likehome
Reason: Enables you toprovide guest with quicker
service
Address guest alwaysby his/her name
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CARVING SERVICE PROCEDURE
Time Coffee Shop Buffet Attendant Coffee Shop Chef de Partie / Cook Steward
3 hrs Inform Stewarding to prepare carving trolley Receive Information
Take carving trolley from Store Room
2 hrs Polish / clean carving trolley
Refill water into carving base
Place two new liquid fuel boxesbeneath carving base
1.5 hrs Place hot plate warmer with main
course plates near to trolley
Prepare carving utensils Move trolley to requested area (coffee
shop or banquet)
1 hr Place food indicator in front of the
carving and sauces
Prepare Carving meat and sauces Light on sternos 1 hr before buffet
opening
30 min Place one sauce ladle for each sauce Place them into carving trolley
00 min When guest approaches, introduce roast/carving
Smile and say: "Good evening, Madame, would
you like to try our fresh roast tonight?"
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CHANGING OF ASHTRAY PROCEDURE
Restaurant - Lounge Waiter / Waitress / Supervisor
Observe Guest Table
Place a Clean Asht ray Onto Service Tray
App roach Guest Tab le
Quietly, without disturbing exchange
ht
Identify Need to Exchange Ash tray as Per ServiceStandard Requirement
If table is difficultaccessible, say:"Excuse me, please!"
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Restaurant Waiter / Waitress Restaurant Supervisor
Receive instruct ion
Assign waiter / wai tress to check all
chair covers and change them if soiled or
damaged
Take cleaned chair / sofa covers from
store room
Check all chair / sofa covers one by one
Remove soiled and damaged covers
Replace them with cleaned covers
CHANGING OF CHAIR - SOFA COVERS PROCEDURE
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REPEAT GUEST ORDER PROCEDURE
Restaurant - Loun ge - Banquet Waiter/Waitress
Take order from guest
Write all info rmation on o rder pad
Confirm and repeat each and every order to guest
Say: "May I repeat your ord er, please. You ordered
….(repeat all items), is this co rrect?"
Wait for guest's confirmation
If there is a discrepancy, correct the information on
ordered pad right away
Say: " Thank you!"
Repeat orders is must for thefollowing reasons:
1. Avoid to order and preparewrong items
2. Avoid guest complaints3. Ensure you have
understood the guest correctly4. Reflect a professional
image to customer
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CLEARING - BUSSING OF SOILED WARES PROCEDURE
Restaurant Manager Restaurant - Lounge - Banquet Steward
Waiter/Waitress/Trainee
For each shift , assign bus service
Brief Service Staff during Daily De-
briefing
Prepare cleaned rectangular service trays with
cleaned place mats
Place sufficient trays on tray-jacks / service
stations
Clear soiled wares from guest tables with round
trays
Place soiled wares ont o rectangular trays by
loading the tray smartly
Place cutlery/silver ware separately into
designated containers
Remove tray with so iled wears when tray is full
Send glass and china wares to bar counter or
di h hi
As principle placesmaller plates/bowls ontop of larger ones &load heavier/higher items in tray center
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COFFEE SERVICE IN RESTAURANT - PROCEDURE
Service Time Restaurant - Lounge Waiter/Waitress Bartender Preparation Time
(in minutes) (in minutes)
00:00 Take Coffee Order from Customer(s)
01:00 Repeat Coffee Order
02:00 Post Order to POS Machine Receive POS Print-out 00:00
Heat Coffee Cup(s) under Boi ling Water 00:30
Prepare Saucer, Sugar Bow l and Cookies on
Round Service Tray01:00
Heat Milk till Boiling and
Pour into Milk Jug02:00
Prepare Glass of Ice Water fo r each Coffee
Order and Place on Service Tray02:30
Prepare Coffee(s) according to Order 03:30
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COLLECTING DOOR KNOB ORDERS PROCEDURE
Min Room Service Waiter/Runner Western Kitc hen Demi Chef/Cook
Overnight Shift Overnight Shift
####### Inform CSC (Central Service Center) before
transferring telephone
2:52 AM Transfer room service phone l ine to CSC
Collect door knob orders by starting from top
floor downwards
During collection, immediately write room
number on top of do or knob order
3:20 AM Return to room service
Release phone transfer
3 30 AM W it t i d d k b d
Whenever room service area is leftunattended, transfer the room service
line to CSC.
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COMPLETION OF TABLE SET-UP PROCEDURE
(as per order)
Restaurant - Lounge Waiter / Waitress / Supervisor
Serve drinks and bread and butt er toguest table first
Use a service tray to collect request
cutleries from sideboard
Approach guest table wi th a fr iendly
smile
Stand at the guest right hand side
Excuse yourself for disturbi ng
"Excuse me please!"
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HOLIDAY INN CENTRAL PLAZA BEIJING
DEPARTURE OF GUEST PROCEDURE
Restaurant Waiter / Waitress Restaurant GRO
(In charge of guest's table) Supervisor or Restaurant Manager
At guest's table At restaurant entrance
Help Guest when departing Bid farewell to guest(s)
Pull guest's chairs (always ladies first) Ask: "Excuse me, how was your meal , was
everything all right?"
Verify there are not belongings left behind
If guests were happy, response: "Thank you very
much, here is our business card. Please call us
next time for a reservation!"
Take gues t's coat / j ackets (i f appl icab le) Escort gues ts to elevator / ex it (i f appl icab le)
Help guest dress jacket / coat (if applicable) by
holding the jacket and assisti ng guest to enter
sleeves
Push elevator button/open door
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SERVICE OF DESSERT PROCEDURE
Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.
Present dessert menu to guest after guest finish the main
course, open the menu for guest and say: "Excuse me
sir/madame, here is our dessert menu, please have a look."
Provide information to guest when ordering a dessert i. e.
"For your information, we have Cheese Cake, Apple Pie,Chocolate Mousse and Choice of i ce cream, which one would
you prefer Sir/Madame?"
Look at the guest with a friendly smile while guest selects
Take dessert order
Write down ordering information on the pad
Ask: "Would you a cup of coffee or tea to go with your
dessert, sir / madame?"
Up selling!
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DIGESTIVE (AFTER DINNER) DRINK SERVICE - PROCEDURE
Minutes Lounge - Restaurant Lounge - Restaurant MinutesWaiter - Waitress Bartender
00:00 Take guest order
00:20 Repeat guest order
01:00 Post order into POS Receive POS print-out 01:00
Prepare drink according to recipe 01:30
Prepare garnish o r ice (if required) 01:40
02:00 Pick-up drinks Hand over order to waiter/waitress 01:50
02:10 Verify order is correct Keep POS print-ou t for contro l purpos e
02:20 Place drinks on service tray
02:30 Take one beverage coaster per drin k
02:40 Take snack selection
03:00 Approach guest table
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F&B FRESH FLOWER PROCEDURE
House Keeping Attendant Restaurant / Banquet Waiter/Waitress Steward
Issue flower as per function order
and/or outlets requisition
Pick-up flowers from House keeping as
per request
Transport fl owers in baskets or
containers by using back of the house
area
Collect all vases from all t ables
Dispose old flowers to garbage
Send Vases to stewarding fo r washingWash vases with hot waters and
liquid soap
Place flowers into vase by cutting stems
(if required)Return to restaurant
Make nice arrangement(s) and ensur e it
follows the standard flower arrangement
Add cold water into vase (fi ll 1/2 to 3/4,
depending on the size)
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GREETING AND SEATING OF GUESTS PROCEDURE
Restaurant - Lounge Restaurant - Lounge
Waiter/Waitress GRO / Supervisor
Acknow ledg e gues t at ent rance
Say: "Good afternoon, Sir/Madame. A table for fou r?"
"You like smoking or non-smoking?" (if applicable)
Say: "This way please."
Check availability of tables on fl oor plan
Take a la carte and wine menus from GRO desk
Provide guests with two table choices
"How about this table?"
Show guests two table options
Escort guests to table
Acknowledge g uests at the tab le Offer coat service to g uest (if applicable)
Say: 'Good afternoon!"
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ICE CUBE SERVICE PROCEDURE
Restaurant - Lounge Waiter/Waitress Bartender
Customer Requests Ice Cube Service
Repeat guest order
Inform Bar At tendant to Prepare Ice Cubes
for X Number of GuestsReceive Ice Cube Request
Take Clean Ice Bucket
Shovel Ice Cubes into Bucket
Place Bucket onto Under Lin er and Napkin
Rose
Place Ice Tongue on BB / Side Plate
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HOLIDAY INN CENTRAL PLAZA BEIJING
SERVICE OF ICE CREAM PROCEDURE
Restaurant Waiter/Waitress - Supervisor Cold Kitchen / Pastry Cook Min.
Provide information to guest when ordering a ice cream i. e. "For
your info rmation , we have choco late, strawberry, vanilla and mango
flavor, which one would you prefer Sir/Madam?"
Look at the guest with a friendly smile while guest selects
Take ice cream order
Ask : " How many scoops would you l ike, si r/Madame?"
Write down order on the pad
Ask : " Woul d you li ke a cup of coffee or tea w ith your ice cream?"
Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered ……, is that correct. Thank you! "
Collect the dessert menu from guest
Post order into POS system Receive POS order 00:00
Up selling!
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POSTING OF ORDERS PROCEDURE
Restaurant - Lounge Waiter / Waitress / Supervisor
Prepare order pad and pen
Observe guest's table
Take guest's order
Repeat guest's o rder
Post orders to nearest POS station
Open new table number with correct number
of covers
Use correct PLU numbers for each item/dish
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SETTLEMENT OF BILL 1 (CASH) PROCEDURE
Restaurant Waiter / Waitress Restaurant GRO MIN
(Responsible for guest's table)
Check guest's bill once all cours es and drinks are served Preparation
00:00 Upon guest's bil l request, ask guest for preferred payment type
00:10 Inform guest that we wi l l prepare an of fic ia l receipt wi th the
amount of the payable bill
00:15 Also ask guest: "May I know your company or organization name,
please ?"
00:20 Repeat company/organization name (if necessary write on captainorder)
00:45 Print bill from POS
01:00 Hand guest bill to GRO for receipt issuance and inform GRO of
company/organization details
Receive guest's bill 01:00
01:30 Request official receipt and cash change from GRO Prepare official receipt & one com plimentary parking coupon 01:30
Prepare cash change by rounding-up the total to a full one-
hundred
02:00
02:15 Insert guest's bill into bill-folder Hand guest bill, receipt and parking coupon to w aiter/waitress 02:15
02: 30 In ser t r ec ei pt & f ree p ar ki ng c ou po n i nt o en vel op e
03:00 Present bill (inside bill folder) to guest
Present bill from the guest's right hand side and open the place thefolder opened in front of the guest
I. e. total bill is RMB 713.90 prepare change of RMB86.10
HOLIDAY INN CENTRAL PLAZA BEIJING
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HOLIDAY INN CENTRAL PLAZA BEIJING
SETTLEMENT OF BILL 2 (CHEQUE) PROCEDURE
MIN Restaurant Waiter / Waitress Restaurant GRO MIN Restaurant Manager MIN
Check guest's bill once all courses and
drinks are servedPreparation
00:00Upon guest's bill r equest, ask guest for
preferred payment type
00:30 Print bill from POS
00:40 Insert bill into bill folder
01:00 Present bil l (inside bi ll folder) to GRO
Say: "Mr. Wang (if name is known) here
is your bill, please. Please kindly verify!"
01:15Wait until guest reviews / approves the
bill
No error Error
01:20 Collect the cheque
Present the check from
the guest's right handside
Return to POS Station for corrections
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Keep copy (yellow) slip of the bill
03:20Request one complim entary parking
coupon
Prepare one complimentary parki ng
coupon####
03:40
Request of ficial receipt (repeat
company's n ame - as per cheque
information)
Issue Official Receipt ####
03:50 Insert all into envelopeHand (white) guest bill, receipt and
parking coupon to waiter/waitress####
04:30
Present the envelope to guests and say:
"Mr. Wang, here is your bill, receipt and
one complimentary parking coupon!"
04:45 Standby and wait for guest's verification
05:00Thank guest by saying: " Mr. Wang, thank
you for patro nizing our Coffee shop. "
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SETTLEMENT OF BILL 3 (ROOM ACCOUNT) PROCEDURE
Restaurant Waiter / Waitress Restaurant GRO
(Responsible for guest's table)
Check guest's bil l once all courses and drinks
are served Preparation
Upon guest request, print guest check (bill)
from POS
Insert bill into envelope
Present bill to GRO
Say: " Mr. Wang (if name is kn own) here is your
bill, please. Please kindly verify!"
Wait until guest reviews / approves the bill
No error Error
Receive request to charge bill on room account
Present bill from the guest's righthand side
Return the bill to GRO for correction
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SETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDURE
Restaurant Waiter / Waitress Restaurant GRO
(Responsible for guest's table)
Check guest's bill once all courses and drinks
are served Preparation
Upon guest request, print guest check (bill)
from POS
Insert bill into envelope
Present bill to GRO
Say: "Mr. Wang (if name is known) here is your
bill, please. Please kindly verify!"
Wait until guest reviews / approves the bill
No error Error
Being informed of city ledger payment
Present a hotel pen to guest
Present bill from the guest's righthand side
Return the bill to GRO for correction
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SETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDURE
Restaurant Waiter / Waitress Restaurant GRO
(Responsible for guest's table)
Check guest's bill once all courses and drinks are
servedPreparation
Upon guest request, print guest check (bill) from POS
Insert bill into envelope
Present bil l to GRO
Say: "Mr. Wang (if name is known) here is your bil l,please. Please kindly verify !"
Wait until guest reviews / approves the bill
No error Error
Receive guest's requirement for credit card settl ement
Present a hotel pen
Request guest to si gn on the bill
Collect Credit Card
Ask : " We off er f ree parking f or al l our rest auran t
Present bill from theguest's right hand
side
Return the bi ll to GRO for correction
H d l t i i t dit d li
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Hand envelope containing guest copy credit card slip,
original bill, parking coupon and newsletter / promotion
flyer i nformation to guest
Thank guest for payment
Return dupl icate of the bill and merchant/bank copies of credit card slips to GRO
Receive duplicate of guest bil l and copies of credit c ardslip
Mark Credit Card payment in POS
Remark: * Standard: Check Bill to be presented to guest within 2 minutes of request.
* Standard: Payment to be settled within 3 minutes upon confirmation of bill.
Code: R 054
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PRESENTING MENUS - PROCEDURE
Restaurant - Lounge Restaurant Waiter / Waitress
GRO / Supervisor
Welcome and greet guests
as per separate SOP
Take menus according to number of gu ests
Take one set of wine & drink l ist
Seat guests by pullin g chairs and help remove
jackets/co ats
Offer to saf-lock valuable like purse, phones etc
Offer to store jackets/coats in our cloak room Pass jackets to waiter/waitress for removal
* Refer to separate SOP 'Cloak room / Coat Service'
Ask: "Would you l ike to dine f rom th e menu or do you
prefer to take our buffet?"
Guest selects to dine a la carte
Present menu(s)
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REFILL OF BEVERAGES - PROCEDURE
Minutes Lounge - Restaurant Lounge - Restaurant Minutes
Waiter - Waitress Bartender
Refill glass wh en glass is 1/2 empty
Remove empty cans or bottles
Ask guest(s) for ano ther drin k
00:00 Say: "Would you like another beer, Sir?"
If yes If no: Keep remaining glass on guest's table
00:10Repeat guest o rder: "May I repeat. You ord ered one more
Carlsberg beer, is this correct?"
00:20 Post order into POS Receive POS print-out 00:20
Prepare one fresh chilled glass 00:30
Take beer from refrigerator 01:00
01:30 Pick-up beer(s) and glass(es) Hand over order to waiter/waitress 01:30
01:40 Verify order is correct Keep POS print-ou t for contro l purpos e
01:50 Place drinks on service tray
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RESETTING TABLE AFTER CUSTOMER DEPARTURE - PROCEDURE
Restaurant - Lounge Waiter / Waitress
Help Guest when Departing
Ensure to bid farewell to Customers and Verify that there are no
Belongings Left Behind
Take Oblong Tray from Service Station
App roach guest tab le and remove al l soi led wares (glass, china etc )
and place onto tray
Place heavy and high items on part leaning towards the body
All soiled g lasses move to bar co unter
All other wares move to d ish washing area
Take a fresh cleaning rack fr om service station
Why: Avoid items dropping
from tray and for easier
carrying of fully loaded trays
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SERVICE OF BOTTLED/CANNED DRINKS - PROCEDURE
Service TimeRestaurant - Lounge Waiter/Waitress Bartender
Preparation Time
(in minutes) (in minutes)
00:00Take drink order by asking: " What would you like
to drin k, please?"
00:10If Guest's Request Beer, ask: "Woul d you Prefer
Draft Beer or Bottled Beer?"
00:20
If Guest Requests Canned/Bottled Beer, say: " We
carry Heineken, Corona, Tsing Tao which one
would you p refer?"
If Guest Requests canned soft drinks, say: "We
carry (name a few drinks), which one woul d you
prefer?"
00:30Repeat Guest Order: "May I repeat your order?
You ordered ….., is this correct!"
00:40 Receive guests' order confirmation
00:50 Say: "Thank you!"
01:00 Post Order into POS Receive POS Print-out 00:00
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SERVICE OF BREAD & BUTTER PROCEDURE
Restaurant - Room Service Waiter/Waitress
Take Guest Order
Post Order into POS
Pick-up Beverages from Bar/Beverage
Service Section
Prepare BB plate and place 1 Butter & 1Margarine per Person onto plate
Pick-up Rolls and Sliced Bread from Caf
é Pantry Warmer and Place into Bread
Presenter
For sliced breads, pick up f rom buff et
For restaurant service For Room Service
Place bread & butter onto service tray Place bread presenter into warmer
Approach Guest Table Place bu tter on BB p late on to trol ley
Place Bread and But ter onto Center or Prepare rest of the order
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SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender Time required
0 " Give Order (Captain o rder) to
Waiter/Waitress
Receive order
20 " Post order into POS Receive POS order
10 " Prepare Wine Cooler
15 " Fill coo ler with 1/2 ice cube's and 1/3
with cold water
5 " Place cooler on wine stand
1 - 3 min. Pick-up bottle of Champagne
5 " Place bottle into cooler (cover with iceand water)
5 " Place napkin on cooler
10 " Prepare correct number of champagne
glasses (as per order)
10 " Place glasses onto service tray Hand all to waiter/waitress
Note: Do not shakechampagne bottle, it contains
high pressure
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SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender 15 " Continue holding the bottle at 45 degrees and
Remove the wire wrap
5 " Place wire into cooler
5 " Grip the cork firmly in the palm of the left hand
10 " Twist the bottle with right hand and loosen thecork
5 " Al low the pressure to push out the cork slowly ,
without a pop
6 " Put cork into cooler
Wipe the lip and mouth of bottle with napkin
10 " Take bottle from cooler and cl ean water drops
and condensation
10" Hold bottle by placing bottle bottom's into right
hand's palm and by pressing dumb on botto ms'
center
5 " Pour 2-3 oz of champagne into host's glass
Reason: to remove anybits of foil.
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SERVICE OF DRAFT BEER - PROCEDURE
Service
Time Restaurant - Loun ge Waiter/Waitress Bartender
Preparation
Time
(in minutes) (in minutes)
00:00Take Guest Order by saying: "What would you
like to drin k, please!"
00:10
If Guest Request Beer, ask: "Would you Prefer
Draft Beer or Bottled Beer?"
00:20
If Guest Requests Draft Beer, say: " We have Tsing
Tao Draft or Yan Jing, which one would you
prefer?"
00:30Repeat Guest Order: "You Have Ordered one
Tsing-tao Draft Beer, is that correct?"
00:40 Receive guests' order confirmation
00:50 Say: "Thank you!"
01:00 Post Order into POS Receive POS Print-out 00:00
Take Chilled Draft Beer Glass / Mug from
Refrigerator 00:10
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HOLIDAY INN CENTRAL PLAZA BEIJING
SERVICE OF ICE WATER PROCEDURE
Restaurant - Lounge Waiter/Waitress Bar tender
Take ice-water order from customer
Repeat order (together with any order)
Inform bartender to prepare jug of ice water
with requested number of water glass(es)
Fill stainless steel water jug by 1/2 with boiling
water
Fill-up jug with i ce cubes
Add 3 s lices of lemon in to jug
Prepare number of required water glasses
Receive glasses and water jug (and other
bevera es if orderedHand to waiter /waitress
Prepare one beverage coaster per drink and
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Lounge - Restaurant Lounge - Restaurant
Waiter - Waitress Bartender
Showing drink list to guest
Take liqueur order Asking guest:" With ice or without ice, please?"
Repeat guest's order
Post order into POS Receive POS print-out
Prepare liqueur / rock g lass
Pour liqueur into glass by standard
Pick up glass with liqueur, snacks, coaster. And place on
the tray.Hand over order to waiter/ress
Appro ach guest t able Keep POS pri nt -ou t fo r record
Say:" Excu se me, sir/madam. Here is yo ur XXX, please."
Place coaster, glass, snacks on the table by the right side
of guest
Say:" Please enjoy you r XXX." before leave the table
SERVICE OF LIQUEURS - PROCEDURE
SERVICE OF MIXERS / MIXED DRINKS PROCEDURE
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SERVICE OF MIXERS / MIXED DRINKS PROCEDURE
Restaurant - Lounge Waiter/Waitress Bar tender
Take order from guest(s)
Ask if guest requires ice to be served separately
Repeat guest order
Post order into POS System Receive POS order
Prepare mixed drinks as per order and recipe
Fill soft drinks (juices) into 2 dl decanter
Prepare a bow l of snacks / tide-bites (LOUNGE
ONLY)
Prepare one drink coaster and one stir per glass Hand all to waiter / waitress
Take drink(s) and stir onto service tray Keep POS print-out for control purpose
Take snack(s) bowl and p lace onto t ray
Take cocktail napkins, one piece per guest
Approach guest tab le
Place the coaster on guest table
Each mixed drink is servedwith its own decanter
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SERVICE OF PASTA PROCEDURE
Min. Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.
Provide information to guest when ordering a pasta i. e. "For
your information, we have Spaghetti, Fettuccine, Penne and
Linguine, which one would you prefer Sir/Madam?"
Look at the guest with a friendly smile while guest selects
Take pasta order
"For your spaghetti, which preparation would you like. We have
Spaghetti Bolognaise, Carbonara or Napolitana!"
Write down order on order pad
"Would you like a appetizer before your pasta Sir/Madam?"
Repeat guest order: "May I repeat your order? You ordered one
spaghetti bolognaise, is that correct?"
Receive guests' order confirmation
00:00 Say: "Thank you!"
00:15 Collect the menu from guest
Up selling
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SERVICE OF RED WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender
Time required
0 " Give Wine Order (Captain o rder) to
Waiter/Waitress
Receive wine order
20 " Post order into POS Receive POS order
1 - 3 min. Prepare bottle of wine
10 " Prepare Wine Stand, one BB plate, one
wine opener, one folded napkin
10 " Prepare correct number of red wine
glasses (as per order)
10 " Place all onto service tray Hand all to waiter/waitress
15 " Approach guest table to the right hand
side of host
Keep copy of POS order for record
5 " Place plate with wine opener, napkin
and opener on guest's table
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SERVICE OF RED WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender
5 " Say: "Please have a taste!"
10 " If host approves the wine, ask: "May I
serve the wine now?"
If host disapproves the wine for bad
taste, refer to separate SOP
30 - 45 " Pour 4 - 5 ounces of wine per glass/guest
Serve the host last
10 " Place wine bottle (in stand) onto table
center
Say: "Please enjoy!"
10 "Remove the plate with cork and napkin
from table
TTL 8 min. Return wine opener to bartender Receive wine opener
Remarks: * Wine temperature standards please see attached.
* As a standard, complete red wine service within 8 minutes (except for decanted red wines)
show the wine label to
SERVICE OF SOUP PROCEDURE
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Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.
Provide information to guest when ordering a soup i. e. "For your
inform ation, our Soup o f the day is XXX, and also we have French
onion soup , Cream of mushroom soup, and Minestrone soup,
which one would you prefer Sir/Madame?"
Look at the guest with a friendly smile while guest selects
Take soup order
Write down order on the pad
Repeat guest order: " Excuse me, Sir/Madame, may I repeat you r
order please? You ordered ……, is that correct . Thank you !"
Collect the menu from guest after taking the order for main course
Post order into POS system Receive POS order 00:00
Pick up drinks, bread and butter first Prepare dish (es) according to recipe
Change set-up according to order, setup soup spoon for soup
Prepare requested cond iments and mise en place
Pick-up soup Once all dishes are ready, inform service to pick-up 00:20
Serve to guest and Say: " Excuse me, sir/madam. Here is your
Minestrone soup !"
SERVICE OF STEAK PROCEDURE
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Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.
Provide information to guest when ordering a steak i. e. "For your
information, we have Australian Sirloin, Tenderloin, Rib eye andUS T- bone steak, which one wou ld yo u prefer Sir/Madame?"
Look at the guest with a friendly smile while guest selects
Take steak order
Ask: " How would you li ke your st eak to be done, si r/mad am?
Rare, mediu m or well done?"
Ask: " What k ind of sauce would you li ke to have, si r/mad am? We
have black pepper, cream of mushroom, red wine or Béarnaise
sauce?"
Ask: "For s ide dish , you may choose between French fr ies,
mashed potatoes, baked potato or asso rted vegetables. Which
side dish would you prefer?"
Repeat guest order: " Excuse me, Sir/Madame, may I repeat you r order please? You ordered ……, is that correct . Thank you !"
Collect the menu from guest
Post order into POS system Receive POS order 00:00
Pick up drinks, bread and butter first Prepare dish (es) according to recipe
Don't forget to suggest Redwine to guest for steak (by
glass/bottle)
Each time, let the guestselect first before asking nextquestion
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SERVICE OF WHITE WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender
Time required
0 " Give Wine Order (Captain o rder) to
Waiter/Waitress
Receive wine order
20 " Post order into POS Receive POS order
10 " Prepare Wine Cooler
15 " Fill coo ler with 1/3 ice cubes and 1/3
with cold water
5 " Place wine cooler on wine stand
1 - 3 min. Place bottle of white wine into cooler
10 " Prepare 1 BB plate, 1 wine opener (or
screw driver), 1 folded napkin
10 " Prepare correct number of white wine
glasses (as per order)
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SERVICE OF WHITE WINE PROCEDURE
Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Restaurant - Lounge Bar tender
Page -2-
15 " Remove cork by pu lling it out sideward
5 " Unscrew cork and place onto pl ate
5 " Present wine cork to guest
6 " Clean the inside of bottle neck with
napkin
10 " Pour 2 oz of wine into host g lass
5 " Say: "Please have a taste!"
Ask: "May I serve the wine now?"
10 "If host approves the wine, pour wine to
all other guests
If host disapproves the wine for bad
taste, refer to separate SOP
30 45"Pour whi te wine 2/3 (or 5 - 6 oz) per
While host tastes the wine,
show the wine label to host
Hold bottle steadily whilepulling the cork out
If b f t d 6
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TAKING TABLE RESERVATION (PHONE) PROCEDURE
Restaurant - Lounge
GRO / Supervisor
Pick-up phone within three rings
Speak slowly and clearly, say: " Holiday Inn Central Plaza, Salt &
Pepper (outlet name), Mary speakin g!"
Listen to speaker first
If the call is for a reservation, prepare the reservation l og boo k
Ask name: " Your nam e, please! "
If the name is not easy to spell, ask guest: " Excuse me, could
you sp ell the name for me, please?"
Ask: "Which day and time, Mis s Wong?"
Ask: " How many peop le?"
Ask: " Your co ntact n umber , please! "
Ask: " Smoking or n on-smoking table?"
Ask: " Any sp ecial requests?"
Ask caller to repeat res ervation : " Miss Won g, cou ld I repeat your
reservation?"
Speak in a friendly and
polite manner. Converse inEnglish for foreign guest, inChinese for domestic guest
Call guest by nameFrom this step
onwards
Coffee shop and lobbylounge, only answer inEnglish
WINE ORDER TAKING PROCEDURE
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Restaurant - Lounge GRO / Supervisor
Present wine list to guest by saying: "Excuse me,
Sir here is our wine list!"
Present wine list opened to guest (host)
Introduce wine specials (wine of the month, wine
by the glass, some popular bott led wines)
Al low gues t some time to selec t
Stand by and observe guest's table
When guest has selected approach guest table
Take order and ask: "Excuse me, may I take your
wine order now?"
If guest ask questions, ensure to have sufficient
wine knowledge to respond professionally
Use professional wine terminology
Take wine order
Repeat order: " May I repeat? You ordered one
bottle o f vintage 2001 is that correct?"
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CLEARING TABLE DURING DINING (BUFFET) - PROCEDURE
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CLEARING TABLE DURING DINING (BUFFET) PROCEDURE
Restaurant - Waiter / Waitress
Observe Guest Table
Remove any soiled or empty plates, bowls,
cups or glasses whenever guest finished the
dish or drink
Pick-up service tray and hold i n your left
hand
Approach Guest Table
Stand right side from the guest
Say: "Excuse me, please!"
Remove soiled dinner fork and k nife from
dinner plate from right side
Place dinner fork & kn ife onto tables' BBplate
If flatware is very soiled,
provide a fresh set of
flatware to guest(s)
\
Remove plate with righ t hand
Hold the rim of plate and place plate onto
service tray
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TAKING GUEST FOOD ORDER (A LA CARTE) PROCEDURE
Restaurant Attendant/Supervisor
Observe the guest if ready for ordering
Approac h gues t's table
Stand in a position that has eye-contact with the guest
Look at the guest with a friendly smile. Say: "Excuse me
Mr./Mrs./Ms ….(if name is known) or Sir/Madame, My name is
XXX, I will be serving you r table, may I take your order now,
please?"
Introduce daily specials and promotions: " For your information,
our daily specials are …. . I in particular recommend …., it is one
of the top favorites amongst our guests (mention 3 - 4 specials).
Take order by writing all information on order pad
For special dishes, do not forget to ask for choice of sauce,
dressing, cooking method etc.
Indicate each guest's seat number on order pad
Repeat the order to guest: " Excuse me Sir/Madame may I
When guest closed themenu to sip a drink or tolook around, that is thesignal of being ready to
order
Speak in a friendly andpolite manner. Answer in English for foreignguest, in Chinese for
domestic guest
Enables service toidentify: Who ordered
CHINESE SIT DOWN TABLE TOP SETUP -PROCEDURE
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Banquet supervisor
Check the table chairs set up are align
and correct
Setup table and chairs alignment
Check the table cloth and napkin are
cleanLaying the table cloth
* Must be equal setup
on the table
Check the set up are correctSetup the show plate on the folder
line
Check chinaware and glassware are
clean
Setup bone plate on the show
plate
Check the mise-en-place for chinese
functionPut the napkin on the bone plate
Check the ligh t air conditioner
Setup ric e bowel and chinaware
spoon setup on the right side of
show plate
Setup chop stickes stand on the
Banquet waiter/waitress/casual service
SPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDURE
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Restaurant - Banquet- Bar Restaurant- Banquet - Bar
Waiter / Waitress Manager / Supervisor
Take guest inquiry
Response by saying: "Please wait a
moment, let me check for you!"
Inform manager immediately Receive special guest request
Inquiry and find solution to satisfy
guest request
Receive solution information
Reply to guests by saying: "Excuse
me Sir, I am glad we can pro vide …..
For you! How many portions would
you like to have?"
Respond: "Excuse me, Sir I am
really sorry, we tried to satisfy your
request, but really c an not find a
way. I could recommend you …..
Instead, would you lik e to try?"
Take guest order Take guest order
Remark: 1. Standard - Special Guest Inquiry: Respond within 3 minutes of guest inquiry.
2. Standard - Guest Request is not available: Manager / Supervisor in charge replies to guest personally and finds other alternative.
Code: R108
Inquiry must beanswered within 3
minutes
Solution found, reply towaiter / waitress
Solution Not found, reply toguest PERSONALLY