Title Page
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Conducted on
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Prepared by
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Location
Service Standard
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Ensure all team members are dressed according to the uniform and grooming standards.
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The Server will reset the table within 3 minutes from the moment guests leave.
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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”.
Operating Sequence
Hostess
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The Hostess will greet the guests at the entrance by the podium saying: “Good afternoon! Welcome to (…) (mentioning the type of cuisine) How many will be in your party this afternoon?
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"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
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Hostess will tell the guests; "Please follow me to your table”.
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The Hostess (and Server if available) will pull out the chairs for the guests (ladies first).
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Hostess will hand them open menus from the right using the right hand.
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Hostess will lay the napkins in their laps (a black napkin will be provided to guests wearing dark clothing).
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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.
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Hostess will indicate the Server´s name, tell them that the Server will be right with them and wish them a pleasant Lunch.
Server
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The Server will approach with a full, polished water pitcher and tell the guests: “Good afternoon! Welcome to (…) My name is (…) and I will be your Server this afternoon. May I offer you some water?”
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The Server will pour the water and ask the guests; “May I offer you a cocktail or perhaps another beverage from the bar?”
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The Server will repeat back each cocktail order as it is taken.
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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.
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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”.
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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.
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Glassware will be handled by the stem, never by the bowl.
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The Server will remove quietly any extra place settings and organize them neatly on the side station.
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Before the taking the guests’ orders, the Server will ask: “Do you have any questions about the menu?”
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The Server will then take guests’ orders, starting with the eldest female and ending with the youngest male.
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The host of the party´s order will always be taken last (even if it is a female).
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Server will repeat back each order as it is taken.
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All courses will be served from the right using the right hand and cleared from the right using the right hand.
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Freshly ground pepper will be offered for salads
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After each course is served, Server will check back with the guests after “2 minutes or 2 bites”
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To ensure that they are enjoying their meals. Server will ask specific questions; “Are you enjoying your (…)?” (Server will never use “Is everything OK?”).
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Beverage levels will be checked at the serving and clearing of each course.
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Once the guests confirm they are enjoying their breakfast, the Server will ask them; “Is there anything else I can do for you?”
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Once the guests confirm they are enjoying their lunch, the Server will ask them: “Is there anything else I can do for you?”.
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In response to every grateful acknowledgement from the guest, the Server will use “My pleasure” or “You are most welcome”.
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Servers will circulate through their sections, clearing plates as necessary, from the right side of the guest using their right hand.
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Servers will also perform table maintenance (do the courtesy of replacing the napkin if very dirty or if it fell on the floor, bring clean silverware)
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Refill glasses (or offer another beverage from the bar) when there is only about a 1/3rd remaining.
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Once the guests have finished their entrée, the table must be cleared completely (before guests left the restaurant). Condiments and S&P shakers may remain on the table for lunch.
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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.
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If guests are having dessert, a dessert fork and dessert spoon will be brought to the table and placed before the dessert arrives.
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Once guests have finished dessert, after lunch drinks will be offered.
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When guests have finished, the Server will thank them, using the guests’ names, wish them a pleasant afternoon and invite the back.
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Hostess will also wish guests a pleasant afternoon, thank them and invite them back.
Kitchen
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The quality of the food is good
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The presentation of the food is according to the standard
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The food tastes good
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Hot food is served hot
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Cold food is served cold
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The complete mise-en-place corresponding to the service granted is maintained
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The appetizer arrives 15 minutes after being ordered.
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The entrée arrives 20 minutes after the apetizer was removed.
