DENNY'S (SERVICE EXCELLENCE)

1.1 Guests are greeted with smile, enthusiasm and energy

Greets regulars or return guests on a first name basis

1.2 Identifies with guests the number of party/and or their preferred seating area

Offers a specific area/table suitable for the party such as booth seats, banquet tables etc.

1.3 Leads guest to their table, carrying enough menu for the party, while walking at the guest’s pace

Offers a hand to carry extra guest luggage or bags/box

Offers waiting drinks (Classic lemonade)

Hostess knows about the policy of Reservation time including 15-minutes grace period

Hostess are knowledgeable about on-going credit card promo

Introducing menu mechanics while guests are on wait list

Ables to Communicate with Dining MOD/Bussers

Seater comes back quickly and replenish unused menu at the dining

Board runner constantly updates the floor plan

2.1 Pulling out chairs for the guest upon sitting

2.2 Delivers the “1,2,3 Punch” with eye contact, audible voice and enthusiasm. (server, mod, table vibe, mechanics of the menu)

2.3 Introduces and showcases existing promos or best-sellers via menu navigation (server should be using menu)

2.4 Hands the menu to guests in an open manner (ladies first, or children first)

2.5 Wishes the guest a good day or a pleasant dining experience upon leaving the guest’s table (provides a pleasant exit word)

Asks guests for celebrations or occasions they’re having on their table, and communicate it to their server

2.6 Takes out excess utensils and plates upon guest’s permission

3.1 Server acknowledges his/her table with proper timing (not interrupting a conversation), not more than 2-3 min, or as soon as the guest is ready

3.2 Provides sincere, with smile and enthusiastic and varied Guest greetings (how are you today, welcome to, nice to see you, hello, Hi!)

Flagging guest’s table with beverage napkin while introducing his/her name as their server

3.3 Asking guest with the right “selling questions” such as “what can I offer you for today, what are you having today, can I get you something to drink or to start with, can I take your orders? Etc.”

3.4 Provides specific menu recommendations using hook, line and sinker via menu navigation

Suggests complete line of meal such as drinks, soups, appetizers, salad, entrees to enhance guest’s dining experience

3.5 Writes and repeats guest’s orders in sequence, including special instructions, sides or portions

3.6 Introduces ongoing promos and bundles suitable for the party

3.7 Asks the guest if they are a BFF card holder, or if they have any privilege card such as PWD, Senior, or diplomat card

3.8 Communicates serving time or the items to be served next

Server clearly explain the mechanics of the menu

Complementary bread and coffee (Set-up) are served together

Provides a 7-inch plate and distributes it.

4.1 Provides water service while guests are waiting for their drink and food orders

4.2 Sets guest’s table by distributing appetizer plates or setting serving gears necessary for their food orders

4.3 Introduces drink orders, and serving it using clean and dry glasses, while hands are also dry

4.4 Working drinks are served within 3-5 min. after order-taking using proper glassware, under-liner and straw

4.5 Uses bar trays when serving multiple glasses

Necessary condiments such as ketchup, soy sauce, steak sauce, chili flakes or tabasco is served prior to food arrival with anticipation

3.5 Writes and repeats guest’s orders in sequence, including special instructions, sides or portions

5.1 Introduces each food items by name, portioning/size, including sides, and sauces

5.2 Serving individual food orders to the person who ordered it (doesn’t auction) or ask who’s having the food item articulately (excuse me, who’s having)

5.3 Provides proper utensils for specific food items such as dinner spoons, soup spoons, steak knife etc.

5.4 Hot piping soups are being introduced, and served within 2-3min.

Offers fresh cracked peppers on soups, salads, and pasta

5.5 Introduces appetizers/salads by name including sauces/dressing along with proper serving gears

Applies “Russian Service” if food being serve is going to be shared

5.6 Touches/carries the plate by the rim, during set up, when serving or when pre-bussing

5.7 Uses under-liner (clean plate/saucer) when transporting fresh cutleries

5.8 Confirms the last food item being served before leaving the guest’s table

5.9 Uses clean trays for multiple plates

6.0 Asks guests if they still need anything to show anticipation and concern

6.1 Provides “smart check-backs” primarily to identify food quality, order-completeness and ask other guest needs

6.2 Offers “fresh plates”, and change it as soon as their plates are filled with food debris, oil, sauce or bones

6.3 Provides refills on water or bottomless drinks

Offers another basket of bread, another bowl of soup or another batch of salad

6.4 Executes pre-bussing without interfering a conversation and with proper timing

Provides extra condiments such as ketchup, tabasco, steak sauce, chili flakes with anticipation

De-crumbs or wipes the table, making it free from bread crumbs, dirt or water spills

Provides extra napkins with under-liner and replace worn-out bevnaps.

Offers orserves toothpicks with saucer, bevnaps and under-liner

7.1 Suggesting specific dessert recommendations along with coffee or tea via hook, line and sinker

7.2 Offer complimentary coffee or tea for BFF Card holder

7.3 Pre-buss, resets table and refill drinks before serving the desserts

Desserts are served within 5-7 min with proper serving gears and individual plates

7.4 Executes pre-bussing without interfering a conversation, seeks for guest’s permission while observing proper timing

8.1 Asks guests if guest is a BFF card holder, or if they have any privilege card such as senior card, pwd, diplomat

Introduces or remind guests with the day’s existing credit card promo

8.2 Identifies guests mode of payment (cash or card) brings a card terminal to process guest’s payment on table

8.3 Presents the cheque (pre-receipt) using a bill presenter (bill folder) in an open manner

Returns guest’s credit card, hand it personally and thank them for using it.

Processes and settle the transaction, then presents the final receipt (final settlement) and hand it to its guest using a bill presenter

Provides the final settlement receipt including the change (if there is)

8.4 Thanked the guest and invite them for a next visit with polite tone and smile

Accompanies guest to the door, lead them outside and bids farewell

Server invites guests to answer online survey (Guests Satisfaction Survey)

Beverage are being served before first on the table (3minutes)

Appetizer and kids meal is served after beverages

Set-Up (Complimentary Bread, Brewed Coffee) are being served after appetizer is served on the table

Entree is served within 15 to 20 minutes

Offering dessert while pre-bussing table

Suggest after dinner drink (Coffee or Tea) best paired for dessert

Offers Cheese every time a food such as pasta and pizza is served

Tray and tray stand is being used when serving multiple plates