PH - F&B Services - A la Carte Dinner

• 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 evening! Welcome to (…) (mentioning the type of cuisine) How many will be in your party this evening?

  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 F-PR-A-10- 02-01-08 Guest Log Book

  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 Dinner.

  Yes

  No

  N/A

• The Hostess will communicate the guests’ names to the Server whenever possible.

  Yes

  No

  N/A

Server

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

  Yes

  No

  N/A

• "The Server will pour the water and ask the guests:

  Yes

  No

  N/A

• “If you have any food allergies or special dietary requirements, please let me know now and I can make some recommendations (…)"". "

  Yes

  No

  N/A

• "(...) May I offer you our signature cocktail (based on the signature beverage cocktail per restaurant,) or perhaps a nice bottle from our wine list? Would you like to start with a cocktail or perhaps a nice bottle from our wine list?” (Complement of the previous speach).

  Yes

  No

  N/A

• The Server will repeat back each cocktail order as it is taken.

  Yes

  No

  N/A

• 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

• 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

• Before the taking the guests’ orders, the Server will ask: “Do you have any questions about the menu?”

  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).

  Yes

  No

  N/A

• Server will repeat back each order as it is taken.

  Yes

  No

  N/A

• Once the order has been fired with the kitchen, the Server will remove any excess of silverware (i.e. if guest is not having soup, remove the soup spoon).

  Yes

  No

  N/A

• Bread selections will then be placed in the center of the table, together with accompanying butters, oils or spreads. The Server will describe each.

  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

• Freshly ground pepper will be offered for salads

  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?”).

  Yes

  No

  N/A

• Beverage levels will be checked at the serving and clearing of each course.

  Yes

  No

  N/A

• Before the entrée is served, the Server will mark the table accordingly, ensuring proper silverware is set on the table. When necessary, ensure that dinner knives are switched out for steak knives. All meat entrées (beef, pork, lamb and veal) require a steak knife.

  Yes

  No

  N/A

• When delivering any entrée that requires a temperature (MR NY strip, M beef tenderloin, MW veal, W lamb), the Server will ask: “Would you please cut into the center of your -cut of meat name- to ensure that it has been cooked to the proper temperature?”

  Yes

  No

  N/A

• If it is a table with 2 guests and there is an item which requires a recook, the Server will also offer to take the other guest´s entrée back to the kitchen to keep it warm while waiting for the recooked item.

  Yes

  No

  N/A

• If it is a party of 3 or more, only the item which requires a recook will be taken back to the kitchen not to affect the rest of the party.

  Yes

  No

  N/A

• Once the guests confirm they are enjoying their dinner, 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

• 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). This includes bread basket and butter plate, B&B plates, S&P shakers and any empty glassware.

  Yes

  No

  N/A

• The Server will wipe down the table using a damp cloth and B&B plate.

  Yes

  No

  N/A

• The Server will offer tea or coffee, cappuccino or espresso and dessert. When serving coffee, the coffee cups and saucers, teaspoons, cream and sugar will be placed on the table then filled from a coffee pot

  Yes

  No

  N/A

• If guests are having dessert, a dessert fork and dessert spoon will be brought to the table and placed before the dessert arrives.

  Yes

  No

  N/A

• Once guests have finished dessert, after dinner drinks will be offered.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Hostess will also wish guests a pleasant evening, 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