Title Page
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Site Conducted
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Conducted on
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Prepared by
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Location
HOSTS SERVICE
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1.1 Guests are greeted with smile, enthusiasm and energy
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Greets regulars or return guests on a first name basis
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1.2 Identifies with guests the number of party/and or their preferred seating area
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Offers a specific area/table suitable for the party such as booth seats, banquet tables etc.
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1.3 Leads guest to their table, carrying enough menu for the party, while walking at the guest’s pace
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Offers a hand to carry extra guest luggage or bags/box
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Offers waiting drinks (Classic lemonade)
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Hostess knows about the policy of Reservation time including 15-minutes grace period
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Hostess are knowledgeable about on-going credit card promo
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Introducing menu mechanics while guests are on wait list
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Ables to Communicate with Dining MOD/Bussers
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Seater comes back quickly and replenish unused menu at the dining
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Board runner constantly updates the floor plan
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2.1 Pulling out chairs for the guest upon sitting
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2.2 Delivers the “1,2,3 Punch” with eye contact, audible voice and enthusiasm. (server, mod, table vibe, mechanics of the menu)
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2.3 Introduces and showcases existing promos or best-sellers via menu navigation (server should be using menu)
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2.4 Hands the menu to guests in an open manner (ladies first, or children first)
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2.5 Wishes the guest a good day or a pleasant dining experience upon leaving the guest’s table (provides a pleasant exit word)
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Asks guests for celebrations or occasions they’re having on their table, and communicate it to their server
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2.6 Takes out excess utensils and plates upon guest’s permission
Food Server
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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
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3.2 Provides sincere, with smile and enthusiastic and varied Guest greetings (how are you today, welcome to, nice to see you, hello, Hi!)
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Flagging guest’s table with beverage napkin while introducing his/her name as their server
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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.”
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3.4 Provides specific menu recommendations using hook, line and sinker via menu navigation
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Suggests complete line of meal such as drinks, soups, appetizers, salad, entrees to enhance guest’s dining experience
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3.5 Writes and repeats guest’s orders in sequence, including special instructions, sides or portions
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3.6 Introduces ongoing promos and bundles suitable for the party
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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
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3.8 Communicates serving time or the items to be served next
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Server clearly explain the mechanics of the menu
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Soup, Salad & Breadsticks (Set-up) are served together
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Offers Alfredo dipping sauce during bread service/ serves enough number of bread (1st serving number of guests; 2nd serving half number of the party)
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Provides chilled plate and clearly explains the portion of salad being served
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4.1 Provides water service while guests are waiting for their drink and food orders
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4.2 Sets guest’s table by distributing appetizer plates or setting serving gears necessary for their food orders
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4.3 Introduces drink orders, and serving it using clean and dry glasses, while hands are also dry
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4.4 Working drinks are served within 3-5 min. after order-taking using proper glassware, under-liner and straw
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4.5 Uses bar trays when serving multiple glasses
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Necessary condiments such as ketchup, soy sauce, steak sauce, chili flakes or tabasco is served prior to food arrival with anticipation
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3.5 Writes and repeats guest’s orders in sequence, including special instructions, sides or portions
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5.1 Introduces each food items by name, portioning/size, including sides, and sauces
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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)
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5.3 Provides proper utensils for specific food items such as dinner spoons, soup spoons, steak knife etc.
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5.4 Hot piping soups are being introduced, and served within 2-3min.
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Offers fresh cracked peppers on soups, salads, and pasta
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5.5 Introduces appetizers/salads by name including sauces/dressing along with proper serving gears
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Applies “Russian Service” if food being serve is going to be shared
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5.6 Touches/carries the plate by the rim, during set up, when serving or when pre-bussing
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5.7 Uses under-liner (clean plate/saucer) when transporting fresh cutleries
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5.8 Confirms the last food item being served before leaving the guest’s table
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5.9 Uses clean trays for multiple plates
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6.0 Asks guests if they still need anything to show anticipation and concern
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6.1 Provides “smart check-backs” primarily to identify food quality, order-completeness and ask other guest needs
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6.2 Offers “fresh plates”, and change it as soon as their plates are filled with food debris, oil, sauce or bones
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6.3 Provides refills on water or bottomless drinks
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Offers another basket of bread, another bowl of soup or another batch of salad
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6.4 Executes pre-bussing without interfering a conversation and with proper timing
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Provides extra condiments such as ketchup, tabasco, steak sauce, chili flakes with anticipation
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De-crumbs or wipes the table, making it free from bread crumbs, dirt or water spills
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Provides extra napkins with under-liner and replace worn-out bevnaps.
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Offers orserves toothpicks with saucer, bevnaps and under-liner
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7.1 Suggesting specific dessert recommendations along with coffee or tea via hook, line and sinker
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7.2 Offer complimentary coffee or tea for BFF Card holder
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7.3 Pre-buss, resets table and refill drinks before serving the desserts
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Desserts are served within 5-7 min with proper serving gears and individual plates
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7.4 Executes pre-bussing without interfering a conversation, seeks for guest’s permission while observing proper timing
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8.1 Asks guests if guest is a BFF card holder, or if they have any privilege card such as senior card, pwd, diplomat
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Introduces or remind guests with the day’s existing credit card promo
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8.2 Identifies guests mode of payment (cash or card) brings a card terminal to process guest’s payment on table
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8.3 Presents the cheque (pre-receipt) using a bill presenter (bill folder) in an open manner
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Returns guest’s credit card, hand it personally and thank them for using it.
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Processes and settle the transaction, then presents the final receipt (final settlement) and hand it to its guest using a bill presenter
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Provides the final settlement receipt including the change (if there is)
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8.4 Thanked the guest and invite them for a next visit with polite tone and smile
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Accompanies guest to the door, lead them outside and bids farewell
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Server invites guests to answer online survey (Guests Satisfaction Survey)
Food Delivery & Presentation
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Beverage are being served before first on the table (3minutes)
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Appetizer and kids meal is served after beverages
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Set-Up (Soup, Salad & Breadsticks) are being served after appetizer is served on the table
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Entree is served within 15 to 20 minutes
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Offering dessert while pre-bussing table
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Suggest after dinner drink (Coffee or Tea) best paired for dessert
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Offers Cheese every time a food such as pasta and pizza is served
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Tray and tray stand is being used when serving multiple plates