coffee shop service sequence

COFFEE SHOP SERVICE SEQUENCE

INDEX

SERVICE SEQUENCEJOB DESCRIPTIONSSELECTION INTERVIEW AND QUESTION CHECKLIST PERSONAL HYGIENE AND GROOMINGOUTLET MANAGER CHECKLISTREPAIR AND MAINTENANCE CHECKLISTOPENING AND CLOSING PROCEDURESBUDGET CONTROLCOMMUNICATION

BASIC RULES OF SERVICE

All Food and Beverage employee are to follow the following basic rules of service in their day to day responsibilities:

Guests are always to be seated by Hostess, Manager or Assistant Manager. Guests are to be seated only on clean, fully set up tables. When using a set up table for 4 pax for a party of 3 guests, the 4th cover

must be removed once the guest have been seated. Chair must be pulled for guest when seating. Fresh assorted breads are to always served in bread basket. Always stand straight when taking guest order. Guest orders should always start with ladies first. Write legibly on the captain's order using menu item abbreviations as per

plate specifications. Always repeat the order to the guest. Always serve ladies first. Always serve guest from the right and clear table from the right. Before each main course is served, remove soiled dishes. When serving a main course, meat/fish/poultry is served facing closest to

the guest. Always change ashtrays when more than one cigarette stub is in it. Always handle silver flatware by the handle.

Always handle china by the edge. Always handle glassware at the stem or base. Never place your thumb on the plate. Always carry silver, china, linen, glassware on a clean tray when

approaching guest tables. Never walk back to the kitchen empty handed, take along dirty dishes. Dishes should not be stacked too high on the trays. Guests are to be informed of the various Chef's recommendations and also

presented menus as they are seated. Pre dinner drinks or wines are to be offered as soon as guest is seated. Always open wine bottle in front of a guest. Leave bottle in ice bucket when opening. When serving alcoholic drinks, request the guest to advice how much ice

and mixer they would like. Hot food from the kitchen must always have a plate cover. All plate covers must be removed from the plate at the side station before

placing the hot food in front of the guest. B & B plate, B & & knives, bread basket and salt and pepper shaker are to

be removed from the table along with main course plate before the dessert is offered.

Crumbs are to be swept away using a folded napkin to a clean B & B plate before dessert is offered.

Desserts must be offered automatically. Coffee and tea is to be offered when taking dessert order. Cream and sugar are to be placed on the table before coffee, tea is served. Coffee, tea must only be served in silver pots. After dessert and coffee are served, after dinner liqueurs must be offered. Trays with dirty dishes are to be immediately removed from the public area

to the kitchen. Dirty dishes are to be cleaned only after everyone at the table has finished

that course. Checks are always to be presented in the check folder. Checks are to be placed on the table during breakfast and presented to

guests on demand only during lunch and dinner. Tables are to be reset as per table top specifications as soon as the guest

departs.

BREAKFAST PERIOD

Following is the service sequence for the XXXXXXXXXXXXXXXXXXXX during breakfast period from the time the guest arrives at the entrance to the time the guest departs. This service sequence is to be followed by all staff of the XXXXXXXXXXXXXXXXXXXX.

- Receptionist or Manager/Assistant Manager greets the guest at the entrance by saying, "Good Morning, Sir/Madam."

- Receptionist requests the number of person in group.- Receptionist requests whether the guest would prefer a smoking or non-

smoking section by saying, "Would you prefer a Smoking or Non-smoking table, Sir/Madam?"

- Receptionist registers the number of persons in her guest record sheet.- Receptionist allocates table from the floor plan registering it on the

guest record sheet.- Receptionist takes the same number of menus as the number of

persons in group from the reservation desk.- Receptionist requests the guests to follow her walking slightly ahead of

the guest and making sure the guest is behind her.- If more than one guest in pantry, captain/waiter assists Receptionist in

seating guests by pulling their chairs.- Receptionist presents the Breakfast Menu to each guest, Ladies first and

informs the guests of the breakfast buffet by saying, "In addition to the Breakfast Menu, we also have a buffet breakfast. Have a nice day."

- Captain/Waiter approaches the table by saying, "Good Morning."- Captain/Waiter unfold napkins in triangle shape and places them on

guest's laps.- Captain stand straight to the left of the guest.- Captain takes coffee or tea order by saying, "Would you like coffee or

tea, Sir/Madam?"- If the guest does not want coffee or tea, Captain offers a fresh fruit

juice.- Captain repeats the order to the guest, starting with the ladies.- Waiter/Service Attendant prepares coffee tea and milk jug and places it

on a tray.- Waiter/Service Attendant with tray in his left hand balanced by his right

hand approaches guest table.

- Standing on the right of the guest, Waiter places milk jug in the middle of the table.

- Waiter pours coffee or tea into the coffee cups from the right of the guest, starting with the ladies.

- Waiter.Service Attendant procedures to pantry.- Waiter/Service Attendant prepares orange juice and grapefruit juice in

glass pitchers and places them on a tray.- Waiter/Service Attendant with tray in this left hand balanced by his right

hand approaches guests table.- Waiter/Service Attendant offers orange juice or grapefruit juice.- Waiter pours orange juice or grapefruit juice into water goblet from the

right of the guests starting with the ladies.- Waiter/Service Attendant precedes to Baquettes counter.- Waiter/Service Attendant prepares one bread basket on stand and

butter pads according to the number of persons at the table and places them on a tray.

- Waiter/Service Attendant with tray in his left hand balanced by his right hand approaches guest table.

- Standing to the right of the guest, Waiter/Service Attendant takes the butter pads in china dish and places them above the bread and butter plates of each guest.

- Waiter/Service Attendant places bread basket on stand in center of table.

- Captain approaches the table and stands to the left of the guest.- Captain stands straight with the Captain's order in his left hand and pen

in his right hand.- Captain offers to take guest order starting with the ladies.

IF THE GUEST IS HAVING THE BREAKFAST BUFFET:

- Captain clearly writes down the order on the captain's order.- Captain repeats the order to the guest.- Captain writes down the date, table number, number of persons and his

initials.- Captain takes away menus from the guests.- Captain explains the different buffet to the guest.- Captain/Waiter pulls the chairs for the guest to rise.

- Captain returns menus to his station.- Captain keeps second copy of captain's order for his reference.- Captain hands first and third copies of Captain's order to Waiter.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- When the guests return from the buffet, Captain/Waiter assist them in

seating by pulling chairs.

IF THE GUEST DECIDES TO ORDER FROM THE MENU:

- Starting anti-clockwise with ladies, Captain clearly writes down the order on the Captain's order.

- Captain repeats the order to the guest, starting with the ladies.- Captain writes down the date, table number, number of persons and his

initials.- Captain takes away menus from the guests.- Captain returns menus to the his station.- Captain keeps second copy of Captain's order for his reference.- Captain hands first and third copies of Captain's order to Waiter.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- Waiter keeps third copy of Captain's order for his reference.- Waiter hands fourth copy of Captain's order to Service Attendant.- Waiter prepares cutleries according to Captain's order and places on a

tray.- Waiter approaches the table and standing to the right of the guest adds

the cutleries as per captain order, starting with the ladies.- Waiter proceeds to his station.- Service Attendant goes to the XXXXXXXXXXXXXXXXX kitchen pass.- Service Attendant asks the Chef at the pass for his order.- Service Attendant picks up the food plates with their covers and places on

rectangular tray.- Service Attendant with tray in his left hand balanced by his right hand

approaches guest's table.- Waiter takes the plate cover off the breakfast dish.

- Waiter, standing to the right of the guest, serves the breakfast dish by placing it on the placement, starting with the ladies and says, "Enjoy your breakfast."

- Waiter/Service Attendant refills coffee or tea starting with the ladies- Waiter/Service Attendant refills fresh juices starting with the ladies

GENERAL:

- When guests are finished with breakfast and place their fork and knife parallel to each other, Waiter approaches the table and stands to the right of the guests.

- Waiter says, "I hope you enjoyed your breakfast Sir/Madam. May I take your plates away, please?"

- Waiter clears the soiled dishes including B + B plates from the right of the guest starting with the ladies.

- Waiter carries the soiled dishes out to the tray at pantry room and places all heavy dishes in the middle of the tray.

- Waiter/Service Attendant approaches guest table and offers more coffee , tea, starting with the ladies.

- Service Attendant places the tray with the soiled dishes in his left hand balancing it with his right hand.

- Service Attendant goes to the dishwashing machine in the kitchen.- Service Attendant breaks down the equipment at the dish machine by

placing silver in the solution tub, glasses in the rack and plates on sorting table as per decoy system.

- If guest is smoking, Waiter approaches the table with a clean ashtray on a tray.

- Waiter stands straight to the right of the guest.- Waiter cups the clean ashtray over the dirty ashtray.- Waiter removes both ashtrays from the table.- Waiter turns away from the guest.- Waiter places dirty ashtray on his tray.- Waiter places clean ashtray on the table with his right hand.- Waiter takes the dirty ashtray to his station and places it on his tray.- Captain approaches pre-checking terminal and requests guest check by

table number.- Waiter/Service Attendant machine posts and totals the guest check

including service charge and hands back guest check to Captain.- Captain verifies total of guest check.- Captain returns to the guest table and places guest check on table.

IF THE GUEST DECIDES TO PAY BY CASH:

- Captain verifies the cash tendered by the guest.- Captain takes check and cash to the cashier.- Cashier machine posts the amount paid on the check.- Cashier returns any change due (to the guest) with the check to the

captain.- Captain verifies the change returned by the cashier.- Captain returns change and copy of guest check in guest check folder to

the guest.

IF THE GUEST DECIDES TO PAY BY CREDIT CARD:

- Captain requests the guest to sign the check and obtains the credit card.- Captain takes credit card and signed check to the cashier.- Cashier check the credit card for expiration date.- Cashier matches credit card against respective credit card cancellation

list.- Convinced the credit card is valid, cashier then imprints the credit card on

the respective voucher and the guest check.- Cashier lists the amount on guest check on the credit card voucher and

also the guest check number.- Cashier returns guest check, credit card and credit card voucher to the

captain.- Captain presents guest check, credit card and credit card voucher to the

guest requesting for guest's signature on the credit card voucher.- Captain discreetly checks the guest's signature against the signature on

the back of the credit card.- Captain returns the credit card to the guest.- Captain given the guest copy of the signed credit card voucher to the

guest.

- Captain takes the remaining credit card voucher and guest check in the guest check folder to the Cashier.

IF THE GUEST DECIDES TO CHARGE TO HIS ROOM:

- Captain obtains verification of guest's name and room number by requesting the guest for his or her room key or XXXXX passport and checks it with cashier against the house list.

- Captain then politely requests the guest to write the room number and name in the space provided on the check.

- Captain requests the guest to sign the check on the line provided.- Captain verifies the check of its legibility and returns the check to the

cashier.- Cashier verifies the guest's name and room number through the

computer.

IF THE GUEST DECIDES TO CHARGE TO PRE-ARRANGED CITY LEDGER:

- Captain requests the guest to write his city ledger account number on the guest check and sign in the space provided.

- Captain returns the guest check to the Cashier.- Cashier machine validates the guest check by posting the total amount

on the appropriate city ledger charge settlement key.- Captain/Waiter pulls the chairs for guests to rise, starting with ladies.- Captain/Waiter bids the guest good-bye by saying "Thank you, have a

good day! I hope you enjoyed your breakfast."- Waiter goes to his side station for his mis-place.- Waiter returns to the table, cleans it using a wet cloth and sets it up as

per breakfast table top specifications.- Captain informs the Receptionist that table is again available.

LUNCH AND DINNER PERIOD

Following is the service sequence for the XXXXXXXXXXXXXXX lunch and dinner

periods from the time the guest arrives at the entrance to the time the guest departs. This service sequence is to be followed by all staff of the XXXXXXXXXXXXXX.(Outlet Name)

- Receptionist or Manager/Assistant Manager greets the guest at the door by saying "Good afternoon/evening."

- Receptionist requests guest if they have a reservation.- Receptionist requests the number of persons in group.- Receptionist requests whether the guest would prefer a smoking or non-

smoking section by saying, "Would you prefer a Smoking or Non-Smoking table, Sir/Madam?"

- Receptionist registers the number of persons in her guest record sheet.- Receptionist allocates table from the floor plan registering it on the guest

record sheet.- Receptionist takes the same number of menus as the number of persons

in group from the reservation desk.- Receptionist requests the guests to follow her walking slightly ahead of

the guest and making sure the guest is behind her.- If more than one guest in pantry, captain/waiter assists Receptionist in

seating guests by pulling their chairs.- Receptionist presents the All Day Menu to each guest, Ladies first and

informs the guests of the lunch/dinner buffet by saying, "In addition to the All Day Menu, we also have a lunch/dinner buffet. Have a nice day/evening."

- Captain/Waiter approaches the table by saying, "Good Afternoon/ Evening."

- Captain/Waiter unfold napkins in triangle shape and places them on guest's laps.

- Captain approaches guest table.- Captain stand straight to the left of the guest with the Captain's order in

his left hand and pen in his right hand.- Captain offers to take guests drink order while they choose from the All

Day Menu.- Starting anti-clockwise with ladies, Captain clearly writes down the drink

on the Captain order.- Captain repeats the order to the guest starting with the ladies.- Captain writes down date, table number of persons and his initials.- Captain keeps second copy of Captain's order for his reference.

- Waiter approaches guests table.- Standing on the right of the guest, waiter pours ice water into the water

glasses starting with the ladies.- Captain hands first and third copies of Captain's order to Waiter.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- Waiter goes to the Service Bar and asks the Bar Attendant for his order.- Waiter picks up the drink order from the Service Bar and places it on

round tray.- Waiter with tray in his left hand balanced by his right hand approaches

guest table.- Standing to the right of the guest, waiter places the drinks in front of the

guest starting with the ladies.

IF THE GUEST IS HAVING BUFFET LUNCH/DINNER:

- Captain clearly writes down the order on the captain's order.- Captain repeats the order to the guest.- Captain writes down the date, table number, number of persons and his

initials.- Captain takes away menus from the guests.- Captain explains the different buffet to the guest.- Captain/Waiter pulls the chairs for the guest to rise.- Captain returns menus to his station.- Captain keeps second copy of captain's order for his reference.- Captain hands first and third copies of Captain's order to Waiter.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- Waiter/Service Attendant precedes to Baquettes counter.- Waiter/Service Attendant prepares one bread basket on stand and butter

pads according to the number of persons at the table and places them on a tray.

- Waiter/Service Attendant with tray in his left hand balanced by his right hand approaches guest table.

- Standing to the right of the guest, Waiter/Service Attendant takes the

butter pads in china dish and places them above the bread and butter plates of each guest.

- Waiter/Service Attendant places bread basket on stand in center of table.- When guests return from buffet lunch/dinner, Captain/Waiter Assists them

in seating by pulling chairs.- Waiter proceeds to his station.- Captain standing straight to the left of the guest offers more drinks.

GENERAL:

- When guests are finished with lunch/dinner and place their fork and knife parallel to each other, Waiter approaches the table and stands to right of the guests.

- Waiter says, "I hope you enjoyed your lunch/dinner. Sir/Madam. May I take your plates away, please?"

- Waiter clears the soiled dishes including the B + B plate from the right of the guests starting with the ladies.

- Waiter carries the soiled dishes out to the tray at pantry room and places all heave dishes in the middle of the tray.




- Waiter procedures to side-station.- Waiter takes desserts spoon and fork and places on round tray.- Waiter with tray in his left hand balanced by his right hand approaches

guest table.- Waiter standing to the right of the guest places desserts spoon and fork

on the place mat.- Standing straight to the right of the guest, Waiter offers coffee or tea

starting with the ladies.- Waiter proceeds to pantry room.- Waiter prepares coffee or tea, milk jug, sugar bowl, coffee cup, saucer and

teaspoon and places it on a tray.- Waiter with tray in his left hand balanced by his right hand approaches

guest table.- Standing on the right of the guest, Waiter places milk jug and sugar bowl

in the middle of the table.- Waiter places coffee cup, saucer and teaspoon in front of guest.- Waiter pours coffee, tea into the coffee cups from the right of the guest,

starting with the ladies.- Standing on the right of the guest, Waiter places the coffee or teas pot to

the right hand side of the coffee cup.- Captain/Waiter pulls the chairs for the guests to rise.- Captain escorts guest to the dessert buffet.- When guests return from dessert buffet, Captain/Waiter assists them in

seating by pulling chairs.- If guest is smoking, Waiter approaches the table with a clean ashtray on a

tray.- Waiter stands straight to the right of the guest.- Waiter cups the clean ashtray over the dirty ashtray.- Waiter removed both ashtrays from the table.- Waiter turns away from the guest.- Waiter places dirty ashtray on his tray.- Waiter places clean ashtray on the table with his right hand.- Waiter takes the ashtray to his station and places it on his tray.- Guest requests guest check.- Captain approaches pre-checking terminal and requests guest check by


including service charge and hands back guest check to the Captain.- Captain verifies total of guest check and places in guest check folder with

pen.- Captain returns to the guest table and stands straight to the right of the

guest.- Captain places the guest check next to the right hand of the host guest.- Captain waits for the guest to examine the guest check.- Captain asks guest, "How would you like to pay your bill Sir/Madam?"

IF THE GUEST DECIDES TO ORDER FROM THE MENU:

- Starting anti-clockwise with ladies, Captain clearly writes down the order on the Captain's order.

- Captain repeats the order to the guest, starting with the ladies.- Captain writes down the date, table number, number of persons and his

initials.- Captain takes away menus from the guests.- Captain returns menus to the his station.- Captain keeps second copy of Captain's order for his reference.- Captain hands first and third copies of Captain's order to Waiter.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- Waiter keeps third copy of Captain's order for his reference.- Waiter hands fourth copy of Captain's order to Service Attendant.- Waiter prepares cutleries, condiments and one butter pad in china dish for

each guest according to captain's order and place on a tray.- Waiter approaches guest tables by saying "Good afternoon/evening."- Standing to the left of the guest, Waiter places butter pads in china dish

above bread and butter plate.- Standing to the right of the guest, Waiter adds cutleries and condiment as

per Captain's order, Starting with the ladies.- Waiter proceeds to Banquettes counter.- Waiter/Service Attendant prepares bread basket on stand according to the

number of persons at the table and places it on a tray.- Service Attendant with tray in his left hand balanced by his right hand

approaches guest's table.- Standing to right of the guest, Waiter/Service Attendant places bread

basket on stand in center of table.- Service Attendant goes to the XXXXXXXXXXXXXXXXXXX kitchen pass.- Service Attendant pick up appetizer or soup from the kitchen pass.- Service Attendant places the appetizer or soup on his tray.- Service Attendant approaches the table and standing to the right of the

guest, waits for Waiter to place the appetizer or soup in front of the guest.- Standing to the right of the guest, Waiter places the appetizer or Soup in

front of the guest, starting with the ladies.- Service Attendant goes back to the kitchen When guests are just about to

finish with their appetizer or soups.

- Service Attendant goes to the main kitchen pass.- Service Attendant asks the Chef on the pass for his order.- Service Attendant picks up necessary garnishes/condiments to complete

food presentation.- Chef covers the plate with a plate cover.- Service Attendant picks up the food plates with their covers and places on

his tray.- Waiter clears the soiled appetizer or soup dishes from the right, Starting

with the ladies.- Waiter carries the soiled appetizer or soup dishes to pantry room.- Service Attendant approaches the table and stand to the right of the

guest.- Waiter takes the plate cover off the main course dish.- Waiter picks up the main course dish from the Service Attendant's tray.- Waiter, Standing to the right of the guest, serve the main course by

placing it on the placemat, starting with the ladies.- Captain, standing straight to the left of the guests, offers more drinks.

GENERAL

- When guests are finished with lunch/dinner and place their fork and knife parallel to each other, Waiter approaches the table and stands to the right of the guests.

- Waiter says, "I hope you enjoyed your lunch/dinner Sir/Madam. May I take your plates away, please?"

- Waiter clears the soiled dishes including B + B plates from the right of the guest starting with the ladies.

- Waiter carries the soiled dishes out to the tray at pantry room and places all heavy dishes in the middle of the tray.




- If guest is smoking, Waiter approaches the table with a clean ashtray on a tray.

- Waiter stands straight to the right of the guest.- Waiter cups the clean ashtray over the dirty ashtray.- Waiter removes both ashtrays from the table.- Waiter turns away from the guest.- Waiter places dirty ashtray on his tray.- Waiter places clean ashtray on the table with his right hand.- Waiter takes the dirty ashtray to his station and places it on his tray.- Captain approaches the guest table with the Dessert Menu.- Standing to the right of the guest, Captain presents the Dessert Menu to

each guest, ladies first and informs the guest of the dessert buffet by saying, "In addition to the Dessert Menu, we also have a dessert buffet."

- Captain offers coffee or tea starting with the ladies.- Captain stands straight to the left of the guest with Captain's order in his

left hand and pen in his right hand.- Starting anti-clockwise with ladies, Captain clearly writes down the order

on the Captain's order.- Captain repeats the order to the guest, starting with the ladies.- Captain writes down the date, table number, number of persons and his

initials.- Captain takes away menu from guests.- Captain keeps second copy of Captain's order for his reference.- Captain hands first and third copies of Captain's order to Waiter.- Captain returns the menus to his station.- Waiter proceeds to his station.- Waiter pre-checks guest's order into pre-check terminal according to

Captain's order.- Waiter keeps third copy of Captain's order for his reference.- Waiter hands fourth copy of Captain's order to Service Attendant.- Waiter prepares cutleries according to Captain's order and places on a

tray.- Waiter prepares coffee or tea, milk jug, sugar bowl, coffee cup, saucer and

teaspoon and places it on a tray.- Waiter approaches the table and standing to the right of the guest adds

the cutleries as per captain order, starting with the ladies.- Standing on the right of the guest, Waiter places milk jug and sugar bowl

in the middle of the table.- Waiter places coffee cup, saucer and teaspoon in front of guest.- Waiter pours coffee, tea into the coffee cups from the right of the guest,

starting with the ladies.- Standing on the right of the guest, Waiter places the coffee or tea pot to

the right hand side of the coffee cup.- Service Attendant picks up the dessert from the kitchen.- Service Attendant places the desserts on his tray.- Service Attendant approaches the guest table and standing to the right of

the guest, waits for Waiter to place the dessert in front of the guest.- Waiter picks up the dessert from Service Attendant's tray.- Waiter, standing to the right of the guest, serves the dessert by placing it

on the placemat starting with the ladies.- When guests are finished with their dessert and coffee, Waiter

approaches the guest table.- Waiter standing to right of the guest says, "I hope you enjoyed your

dessert, Sir/Madam, May I offer you coffee or tea?"- Waiter clears the soiled dessert dishes from the right of the guests

starting with the ladies.- Waiter carries threw soiled dishes out of the tray at pantry room.- Waiter stacks the dishes on his tray.- Service Attendant places the tray with the soiled dishes in his left hand,

balancing it with his right hand.- Service Attendant goes to the dishwashing machine in the kitchen.- Service Attendant breaks down the equipment at the dish machine by


- Guest requests guest check.- Captain approaches pre-checking terminal and requests guest check by


including service charge and hands back guest check to the Captain.- Captain verifies total of guest check and places in guest check folder with

pen.- Captain returns to the guest table and stands straight to the right of the

guest.- Captain places the guest check next to the right hand of the host guest.- Captain waits for the guest to examine the guest check.- Captain asks guest, "How would you like to pay your bill Sir/Madam?"

IF GUEST DECIDES TO PAY BY CASH

- Captain verifies the cash tendered by the guest.- Captain takes check and cash to the cashier.- Cashier machine posts the amount paid on the check.- Cashier returns any change due (to the guest) with the check to the

captain.- Captain verifies the change returned by the cashier.- Waiter approaches guest table, carrying boxes of complimentary cookies

on a tray held in his left hand.- Waiter hands a box of complimentary cookies to each guest, starting with

the ladies.

IF GUEST DECIDES TO PAY BY CREDIT CARD

- Captain requests the guest to sign the check and obtains the credit card.- Captain takes credit card and signed check to the cashier.- Cashier check the credit card for expiration date.- Cashier matches credit card against respective credit card cancellation

list.- Convinced the credit card is valid, cashier then imprints the credit card on

the respective voucher and the guest check.- Cashier lists the amount on guest check on the credit card voucher and

also the guest check number.- Cashier returns guest check, credit card and credit card voucher to the

captain.- Captain presents guest check, credit card and credit card voucher to the

guest requesting for guest's signature on the credit card voucher.- Captain discreetly checks the guest's signature against the signature on

the back of the credit card.- Captain returns the credit card to the guest.- Captain give the guest copy of the signed credit card voucher to the

guest.

IF GUEST DECIDES TO CHARGE TO GUEST ROOM

- Captain obtains verification of guest's name and room number by

requesting the guest for his or her room key or XXXXX passport and checks it with cashier against the house list.

- Captain then politely requests the guest to write the room number and name in the space provided on the check.

- Captain requests the guest to sign the check on the line provided.- Captain verifies the check of its legibility and returns the check to the

cashier.

IF GUEST DECIDES TO CHARGE TO PRE-ARRANGED CITY LEDGER

- Captain requests the guest for name and outside billing address.- Captain verifies with the Restaurant Manager or his Assistant that Pre-

arranged billing unstructions have been set up and approved by the Credit Manager.

- Captain requests the guest to write billing address on the check and sign in the space provided.

- Captain returns the check to the cashier.- Cashier machine validates the check by posting the total amount on the

appropriate city ledger charge settlement key.

General

- Captain and waiter pull the chairs when guests to rise, starting with the ladies.

- Captain bids the guest good-bye saying, "Thank you, have a good day/ evening!"

- Waiter clears the dirty ashtray, Chappei-set, tea cups and flower vase onto his tray and brings to his station.

- Service attendant takes the clearing tray with the soiled dishes to the dish machine.

- Waiter goes back to his station and picks up a clean folded tablecloth.- Waiter approaches the table with the new tablecloth resting on his left

arm.- Waiter picks up half of the soiled tablecloth exposing one half of the table.- Waiter takes the new tablecloth and places the centre-folded of the

tablecloth at the centre of the table on the soiled tablecloth.- Waiter opens the new tablecloth by sliding out the soiled tablecloth

underneath.- Waiter folds up the soiled tablecloth.- Waiter goes to the service station with the soiled tablecloth.- Waiter dumped the soiled tablecloth.- Waiter picks up mis en place as per table top specification onto his tray

and approaches the table.- Waiter sets up the table top as per table top specifications.- Waiter informs the hostess that the table is again available.

STANDARD OF GOOD SERVICE - AT THE RECEPTION

ACTION BY- When guest arrives, greet guest "Good afternoon,

evening, Sir/Madam", then ask guest "do you have a reservation with us today/tonight?"

Receptionist

- If guest say 'Yes', ask for his/her name and time of reservation.

Receptionist

- If guest says 'No', ask how many there are in his Party. Receptionist- If table is available, lead guest to the table, assist the

guest in sitting and inform that the captain will attend to them in a moment.

Receptionist

- If otherwise, inform guest that at the moment there are no tables available, and ask guest if they would like to waiter, If 'Yes', enter guest's name and number of his guests.

Receptionist

- If guest ask how long they will have to waiter, use Receptionist

your own judgement and let them know.- Inform guest that we have a waiting lounge where

beverages are served, and ask guest if they would like to have a drink or see the menu while waiting for their table.

Receptionist

- Receptionist will approach guest at the lounge, if there are orders for beverages, refer to beverage service sequence.

Receptionist

- If guest declines, apologize and advise him to make a reservation with us the next time. Thank him for patronizing our restaurant. At the same time, inform him of the other food and beverage outlets in the hotel.

Receptionist

- When guest is shown to the table and seated ask if guest has a preference for selected brand of china tea. At the same time, ask guest if they would like to order any other beverage.

Receptionist

- Take down beverage order, to pass on captain's order pad to waitress/cashier/bartender.

Receptionist

- Chinese tea will be poured by waitress. Waiter/Waitress

- Pour soya sauce and provide chili sauce dishes. For beverage service, refer to Beverage Service Sequence.

Waiter/Waitress

- If drink is declined, offer them the menus, open each one up, holding it at the top and offer it to the guest from his right side.

Captain

- Inform guest of specials if it is available. Captain- Give guest enough time to look at the menu before

taking order.Captain

- Remember your merchandising techniques and offer suggestions if guests are unsure.

Captain

- Repeat order to guest to ensure that it is correct Captain- Captain gives original to Waiter for precheck. Captain- Offer hot towels to guests, collect towels using tongs

& tray. (Refer to towel service sequence)Waiter/

Waitress- Check on tea, offer another drink and serve it. All Concerned- Check on food, When food is ready, bring it to dining Service

room Attendant- Waitress will assist in serving the food from the

commis waitress' tray.Waitress

- Check on guest 5 minutes after serving food, to ensure that everything is fine.

All concerned

- Always check on tea. All concerned- Change plates for guests if they are dirty. Waitress- Enquire if guests would like dessert after their meal. Captain- If 'Yes', before the desserts are served, there should

be nothing else left on the table expect for the flower vase, ashtrays, dessert setting (e.g. spoon, dessert plates, etc) and the napkin placed over the edge of the table.

Waitress

- Offer a fresh cup of tea after serving dessert to ensure that they have a cup of hot tea.

Waitress

- If they are not having dessert, offer a cup of tea after clearing the table.

Waitress

- Offer guest hot towels after the last course. (refer to towel service sequence)

Waitress

- If guests are ready for their check, get it from the cashier and bring it immediately.

Captain

- Thank guests for patronizing the restaurant and invite them to come again

Captain/Manager

- Wish them 'Have a nice day/evening', or 'Pleasant day/evening' or 'Thank you, Sir/Madam'.

Captain/ Receptionist

- When guests are seated either in the waiting lounge or in the restaurant, the captain/Hostess will ask guests if they would like to place any beverage order.

Captain/Hostess

- Captain/Hostess will suggest drink or bring along drink/wine list and present it to the host.

Captain/Hostess

- The captain will take the orders, repeat it and hand all the 3 copies to the waitress

Captain

- The waitress will pre-check guest's order into pre-check terminal according to captain's order.

Waitress

- The standard time to serve a drink is 2 minutes. Waitress- Upon receiving the order, waitress will go to bar

counter to collect drinks.Waitress

- Waitress will check on the cleanliness of the glass; see Waitress

that it is not chipped, cracked and free of stains. Also check on the garnishes and condiments if they are fresh and clean

- Upon reaching guest table, put a coaster on the table (from guest's right side) and place the drink on the coaster.

Waitress

- Always say the magic word 'Do enjoy your drink, Sir/ madam'.

Waitress

- Use the silver tray and silver tongs to offer towels. Waitress- Towels must be hot and be sprinkled with Florida

Water.Waitress

- Towels must be gripped at a corner and shaken loose before offering to guest. This is to ensure that guest knows that the towel is hot.

Waitress

- Collect towels with tongs, using a tray. Waitress- Towels should be offered to guests after their order

has been taken and before it is served.Waitress

- Towels must be collected before the food is being served.

Waitress

- Towels must also be served after their last course. Waitress

coffee shop service sequence

Documents