PH - F&B Services - A la Carte Breakfast

• Conducted on

  Date

• Prepared by

• Location
  Address

Service Standard

• Ensure all team members are dressed according to the uniform and grooming standards.

  Yes

  No

  N/A

• The Server will reset the table within 3 minutes from the moment guests leave.

  Yes

  No

  N/A

• The Collaborator must use the appropriate welcome phrasing: “Good morning/afternoon/evening! Welcome to (...) How many will be in your party? May I ask your room number and last name, please?” and farewell: “Thank you very much for joining us. We do hope you enjoyed your dining experience; have a great morning/afternoon/evening, and please come back again”.

  Yes

  No

  N/A

Operating Sequence

Hostess

• The Hostess will greet the guests at the entrance by the podium saying: “Good morning! Welcome to (…) How many will be in your party this morning?

  Yes

  No

  N/A

• "May I inquire your room number and last name please?” - Hostess will note the number of guests, the room number and the table number on the log sheet.

  Yes

  No

  N/A

• Hostess will tell the guests; "Please follow me to your table”.

  Yes

  No

  N/A

• The Hostess (and Server if available) will pull out the chairs for the guests (ladies first).

  Yes

  No

  N/A

• Hostess will hand them open menus from the right using the right hand.

  Yes

  No

  N/A

• Hostess will lay the napkins in their laps (a black napkin will be provided to guests wearing dark clothing).

  Yes

  No

  N/A

• Hostess will move the fork on the napkin in the middle of the setting to indicate to the Server which extra table setting needs to be removed and organized neatly on the side station.

  Yes

  No

  N/A

• Hostess will indicate the Server´s name, tell them that the Server will be right with them and wish them a pleasant breakfast.

  Yes

  No

  N/A

Server

• The Server will approach with a full, polished water pitcher and tell the guests: “Good morning! Welcome to (…) My name is (…) and I will be your Server this morning. May I offer you some water?”.

  Yes

  No

  N/A

• The Server will pour the water and ask the guests; “May I offer you some coffee or tea and orange juice?”

  Yes

  No

  N/A

• The Server will pour the first cup of coffee and leave the coffee pot on the table (it is important that the Server does not reach in front of guests when pouring or placing beverages. Reaching in front of guests should only be done when there is no other alternative).

  Yes

  No

  N/A

• After pouring coffee and tea, and serving orange juice, the Server will offer a Champagne Mimosa.

  Yes

  No

  N/A

• If the guest requests tea, the Server will take a teapot filled with hot water and the tea box to offer an assortment of tea packets to guests.

  Yes

  No

  N/A

• The Server will also offer to bring some honey and lime on a side plate.

  Yes

  No

  N/A

• Tea service will be completed within 3 minutes.

  Yes

  No

  N/A

• Before leaving the table, the Server will ask; “If you have any food allergies or special dietary requirements, please let me know and I can make some recommendations”.

  Yes

  No

  N/A

• Beverages should always be placed on a tray (even if there is only one) and will be placed to the right of the guest using the right hand.

  Yes

  No

  N/A

• Glassware will be handled by the stem, never by the bowl.

  Yes

  No

  N/A

• The Server will remove quietly any extra place settings and organize them neatly on the side station.

  Yes

  No

  N/A

• The Server will then take guests’ orders, starting with the eldest female and ending with the youngest male.

  Yes

  No

  N/A

• The host of the party´s order will always be taken last (even if it is a female). Server will repeat back each order as it is taken.

  Yes

  No

  N/A

• All courses will be served from the right using the right hand and cleared from the right using the right hand.

  Yes

  No

  N/A

• After each course is served, Server will check back with the guests after “2 minutes or 2 bites”

  Yes

  No

  N/A

• To ensure that they are enjoying their meals. Server will ask specific questions; “Are you enjoying your (…)?” (Server will never use “Is everything OK?”). Beverage levels will also be checked at this time.

  Yes

  No

  N/A

• Once the guests confirm they are enjoying their breakfast, the Server will ask them; “Is there anything else I can do for you?”

  Yes

  No

  N/A

• In response to every grateful acknowledgement from the guest, the Server will use “My pleasure” or “You are most welcome”.

  Yes

  No

  N/A

• Servers will circulate through their sections, clearing plates as necessary, from the right side of the guest using their right hand.

  Yes

  No

  N/A

• Servers will also perform table maintenance (do the courtesy of replacing the napkin if very dirty or if it fell on the floor, remove sugar packet, bring clean silverware).

  Yes

  No

  N/A

• Refill glasses/cups when there is only about a 1/3rd remaining.

  Yes

  No

  N/A

• Once the guests have finished their entrée, the table must be cleared completely (before guests left the restaurant). Sugar and S&P shakers may remain on the table for breakfast.

  Yes

  No

  N/A

• When guests have finished, the Server will thank them, using the guests’ names, wish them a pleasant morning and invite them back.

  Yes

  No

  N/A

• Hostess will also wish guests a pleasant morning, thank them and invite them back.

  Yes

  No

  N/A

Kitchen

• The quality of the food is good

  Yes

  No

  N/A

• The presentation of the food is according to the standard

  Yes

  No

  N/A

• The food tastes good

  Yes

  No

  N/A

• Hot food is served hot

  Yes

  No

  N/A

• Cold food is served cold

  Yes

  No

  N/A

• The complete mise-en-place corresponding to the service granted is maintained

  Yes

  No

  N/A

• The appetizer arrives 15 minutes after being ordered.

  Yes

  No

  N/A

• The entrée arrives 20 minutes after the apetizer was removed.

  Yes

  No

  N/A