PH - F&B Services - Score Bar

• Conducted on

  Date

• Prepared by

• Location
  Address

Service Standard

• Hygienic handling of food

  Yes

  No

  N/A

• Personal presentation standard

  Yes

  No

  N/A

Operating Sequence

Hostess

• The Hostess will greet the guests at the entrance by the podium saying:

• "Good afternoon! Welcome to (…) (Mentioning the type of kitchen)…"

  Yes

  No

  N/A

• "(…)How many will there be in your party this afternoon?..."

  Yes

  No

  N/A

• "(…)Can I ask your room number and last name please?"

  Yes

  No

  N/A

• The hostess will take note of the number of guests, the room number and the table number in the Annex1. F-PR-A-10-2-1-8 Guest Registration in Restaurant.

  Yes

  No

  N/A

• Will inform the guests; "Please, follow me to your table."

  Yes

  No

  N/A

• Arrival to the table

• The Host (and the Server, if available) will remove the chairs for the guests (the ladies first).

  Yes

  No

  N/A

• They will give them open menus from the right with the right hand.

  Yes

  No

  N/A

• They will place the napkins in their laps.

  Yes

  No

  N/A

• The presenter will move the fork of the napkin in the middle of the setting to indicate to the server which additional settings on the table should be removed and organized neatly in the secondary station.

  Yes

  No

  N/A

• The Hostess will indicate the name of the Server.

  Yes

  No

  N/A

• The Hostess will tell them that the Server will be right with them

  Yes

  No

  N/A

• she will wish them a nice lunch.

  Yes

  No

  N/A

• Departure of the restaurant

• The hostess will also wish the guests a pleasant afternoon, thank them and invite them back.

  Yes

  No

  N/A

• "Thank you very much for joining us, we hope you enjoyed your dining experience, have a great morning / afternoon / evening, and come back please".

  Yes

  No

  N/A

Server

• The Server will approach with a jug of polished and full water and will tell the guests;

• "Good afternoon, welcome to (…) My name is (…) and I will be your server this afternoon…"

  Yes

  No

  N/A

• "(…) can I offer you some water?".

  Yes

  No

  N/A

• The Server will pour the water and ask the guests; "Can I offer you a cocktail or maybe another drink from the bar?"

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• It is important that the server does not reach in front of the guests when serving or placing beverages, reaching in front of the guests should only be done when there is no other alternative.

  Yes

  No

  N/A

• Before leaving the table, the Server will review the menu with the guests explaining the traditional favorites of the meal and the specials of the day and will ask the guests; "If you have any allergies to food or special dietary needs, let me know now and I can make some recommendations."

  Yes

  No

  N/A

• Drinks should always be placed on a tray (even if there is only one)

  Yes

  No

  N/A

• Placed the drink to the right of the guest with the right hand.

  Yes

  No

  N/A

• The glassware will be handled by the stem, never by the bowl.

  Yes

  No

  N/A

• The server will silently remove any additional place settings and arrange them carefully at the secondary station.

  Yes

  No

  N/A

• Before taking the orders of the guests, the Server will ask: "Do you have any questions about the menu?"

  Yes

  No

  N/A

• The server will take the orders of the guests, starting with the oldest woman and ending with the youngest man.

  Yes

  No

  N/A

• The order of host of the party will always take last (even if it is a woman).

  Yes

  No

  N/A

• The server will repeat each order as it is taken.

  Yes

  No

  N/A

• All courses will be served from the right with the right hand and will be removed from the right with the right hand.

  Yes

  No

  N/A

• Freshly ground pepper for salads will be offered

  Yes

  No

  N/A

• After each plate is served, the server will check back with the guests after "2 minutes or 2 bites" to make sure they are enjoying their meals. The server will ask specific questions:

  Yes

  No

  N/A

• "Are you enjoying your (…)?" (The server will never use "Is everything okay?")

  Yes

  No

  N/A

• Drink levels will be check during the service and cleaning of each course.

  Yes

  No

  N/A

• Once the guests confirm that they are enjoying their lunch, the Server will ask them:

• "Is there anything else I can do for you?"

  Yes

  No

  N/A

• In response to each acknowledgment of the guest, the server will use "My pleasure" or "You are welcome".

  Yes

  No

  N/A

• Servers will circulate through its sections, cleaning the plates as needed, from the right side of the guest with their right hand.

  Yes

  No

  N/A

• Servers will also maintain the table (make a courtesy to replace the napkin if it is very dirty or if it fell to the floor, bring clean cutlery)

  Yes

  No

  N/A

• Servers will refill the glasses (or offer another drink from the bar) when there is only around a third of the remaining

  Yes

  No

  N/A

• Once the guests have finished their entry, the table must be completely cleaned (before the guests leave the restaurant). S & P seasonings and stirrers can remain on the table for lunch.

  Yes

  No

  N/A

• The server will offer tea or coffee, cappuccino or espresso and dessert.

  Yes

  No

  N/A

• When serving coffee, coffee cups and saucers, teaspoons, cream and sugar will be placed on the table and then filled with a coffee maker.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• When the guests have finished, the Server will thank them: using the names of the guests, wishes them a pleasant afternoon and invites them to come back.

  Yes

  No

  N/A