Title Page

  • Site Conducted

  • Conducted on

  • Prepared by

  • Location

HOSTS SERVICE

  • 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

Food Server

  • 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

  • Soup, Salad & Breadsticks (Set-up) are served together

  • Offers Alfredo dipping sauce during bread service/ serves enough number of bread (1st serving number of guests; 2nd serving half number of the party)

  • Provides chilled plate and clearly explains the portion of salad being served

  • 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)

Food Delivery & Presentation

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

  • Appetizer and kids meal is served after beverages

  • Set-Up (Soup, Salad & Breadsticks) 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

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