SERVICE SEQUENCE

Effectivity: 01 April 2012 Prepared by: Jayvee R. Vasquez Food and Beverage Manager Reviewed by: Recommended by: Agnes A. Luna Executive Vice President Policy Code: FB 05 Approved by: Luis C. Monserrat President

General Manager

POLICY STATEMENT Ii is the policy of the Hotel to guarantee total guest satisfaction through the strict implementation of the correct service sequence suitable for the restaurant concept. OBJECTIVES 1. Establish the standard for the appropriate service sequence for the F&B outlet. 2. Consistent application of the service sequence. 3. Ensure guest satisfaction by executing the correct service sequence. PROCEDURE A. Service Sequence 1. 1.1. Welcoming the guests: Acknowledge the guest. Every team member has the obligation to acknowledge the presence of the guest. Make sure to acknowledge the guests presence within 60 seconds. Say something to acknowledge their presence (e.g. Good Morning/Afternoon/Evening!). It is preferred to use the guest name if known to make a more personal service style. If the Receptionist/Hostess is not available let the guests know that someone will be there shortly to assist them. Good Morning/Afternoon/Evening, Mam/Sir! Kindly wait and someone will be there shortly to assist you.

1.2.

2. Greet the Guest. 2.1. Smile and make eye contact. 2.2. Greet the Guest warmly. Use the guests name if known. Say Good Morning/Afternoon/Evening Mam/Sir! Welcome to (say restaurant outlets name)! Table for how many?

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3. Controlling/Seating of guest 3.1. Receptionist must have the control in placing guest in proper area to distribute workload of staff and prevent overcrowding. 3.2. Divide guest evenly among station but do not argue with the guest who prefer to set in a particular spot or who has favorite waiter they wish to serve them. Be tactful and gracious at all times. 3.3. Seat guests in order of their arrival giving preference to guest with reservation at their appointed time. 3.4. Utilize table according to party. Loud, Noisy parties may be placed in private rooms or toward the back of the dining room so they will not disturb other guests. Elderly or handicapped persons may wish to be near the entrance of the room so they do not have to walk far. Young couples like quiet corners and good views. On the other hand, should the guest request for specific locations, try to accommodate them. In seating the guest where there are ladies in the party, seat them with the best view. Help the guest sit by pulling out their chair and pulling it back when guests are about to sit. 4. Escorting/Leading the Guest: 4.1. Usually the guest informs the receptionists about their reservation and upon checking with the restaurants table layout, they will be escorted to their reserved table by saying, This way please. 4.2. If the guest has no reservation, receptionist should ask how many are they in the party, and if there still a vacant table to accommodate them, she should lead them to that table. 4.3. When ushering a guest to the table, walk ahead with suitable gait. Do not slouch. 4.4. Usher the guest to the seat that would accommodate them. Seat guests in set tables only. Waiter should remove any extra covers on the table.

4.5. If the receptionist is busy, the manager, headwaiter or captain waiter can escort the guest.
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5. Presenting the menu The menu should be presented to the guest in the following manner:

5.1. Make sure that the menus to be presented are in good condition. No dirty, torn or smeared menu should ever be given. 5.2. Present the menu when the guests are already seated comfortably and properly. 5.3. In presenting the menu, one can also say, May I present to you our menu? Vinz, will be with you in a short while. Menu should be presented right side up. Consider age, then gender in handing out the menu. 5.4. Mention daily specials (e.g. Soup of the day, Chefs specials, etc.) to entice the guest. Describe the dish, accompaniments and manner of preparation. 5.5. Waiter in charge should approach the table to be introduced by the receptionist to the guest. With a ready pitcher of water on hand. 5.6. Endorse guest to the Waiter/Waitress in charge of their table. (Mention name of wait staff), will be your server for the today. I hope you enjoy your meal. Courteously excuse yourself and attend to other guests in the reception area. 5.7. Slightly bow your head to acknowledge the introduction. Pour water. Excuse yourself in doing so. Go around the table pouring water; avoid extending your arm across the guest. Excuse yourself to return water pitcher to the waiters station: Excuse me Mam/Sir, I will return shortly to get your order. 5.8. When you return to the table, serve the complimentary bread starter. 5.9. Introduce yourself: Good Morning/Afternoon/Evening Mam/Sir! I am (mention your name) and I will be assisting you today. 5.10. Inspire-Entice-Inform theory. Inspire mention all the specials of the day. Entice describe whats in it and manner of preparation. Inform mention any 86 or unavailable items on the menu and other important items. Say: Our Chefs special for today is the Garlic Aoili Prawns. Perfectly grilled prawns in a bed of mixed greens topped with lemon aioli dressing. Regretfully the Braised Beef Noodle Soup is not available today. 6. Take the orders. | Service Sequence 15

Food and Beverage Policies and Procedures

6.1. Ask guest if they would want to order now: Would you like to order now? 6.2. If the guest is still undecided. DO suggestive selling: Would you like to start first with your drinks. Our freshly brewed Iced tea is perfectly good. Suggest best sellers or your personal favorite: I highly recommend our Lemon Aglio Olio with Prawns which happens to be our bestseller. Entertain and answer all the guests queries. Look for signs that you might be over doing things and guest is irritated. If the guest tells you that they will call when they are ready to order. Excuse yourself, leave the table and wait for them to call you. 6.3. If the guest is ready to order, take the orders. Remember the following when taking the orders: Take orders from the elderly first, then children, women lastly are the men. Take note of any special request because this is very important to ensure guest satisfaction. Ask questions when needed. If they ordered steak; ask for the doneness, etc. Listen for suggestive selling or upselling opportunities. Remember who ordered what. So that when you serve you know who the food or drink goes to. 6.4. When everyone has ordered. Repeat the orders. Make sure that each one has acknowledged that their order was correct to avoid complaints. 6.5. Excuse yourself and leave the table. When leaving the table, always tell the guest what will happen next: e.g. Excuse me Mam/Sir, I will be back with your drinks/appetizer! etc. 7. Serve the orders. 7.1. Follow the correct sequence of serving food orders. Do not serve the items all at the same time unless instructed to do so. If one of the guests did not order a particular course you can start already with whatever course the guest ordered. Drinks (served within 2-3 mins.) Appetizers (Soup, Salad, finger foods, etc. Served within 8-10 mins.) Main Course (Served within 15mins.)
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 Desserts and Coffee (if ordered already) 7.2. Before serving the food make sure to check the following: Correct order. Correct plating and garnish. No foreign objects present in the food. Plates are clean and free from smudges. Special requests were done. Served at the correct temperature. HOT food should be served HOT and COLD food should be served COLD. 7.3. Always use a tray in serving the food. If orders are too many use a bigger tray and a tray jack. 7.4. In serving the food make sure to clear the table of any empty plates, used/unused utensils before serving the next meal. 7.5. In between service, do check back on the meal. Ask things like: How was your salad today Mam/Sir? Here is your (mention name of food ordered). I hope you enjoy this as well. If a feedback is negative please inform the Capt. Waiter, Manager and the Chef. Find out what happened and find a way to make it up to the guest. 7.6. After serving the food always ask the guest if they need anything else: May I bring you anything else Mam/Sir? Monitor beverage levels especially for wines. How about another glass of (mention whatever wine the guest is drinking)? 7.7. Monitor beverage and complimentary bread levels and refill if needed. For the bread, politely ask Would you like more bread? 8. Clearing the table. 8.1. When all orders are served already. Monitor the table. Make sure to refill water, drinks if refillable, and complimentary bread. 8.2. Always excuse yourself and ask before clearing the table. 8.3. Remove empty plates, used and unused utensils. 8.4. After clearing the last plate, is another suggestive selling opportunity. If no dessert was ordered this is the time to suggest or even coffee. Would you like a slice of our Signature Pandan Cake for dessert? Or perhaps a nice freshly brewed coffee? If the guest ordered dessert and
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coffee, excuse yourself and serve it right away. Excuse me ,Mam/Sir! I will be back with your dessert and coffee. 8.5. If dessert and coffee were declined. Excuse yourself and leave the table and be ready with the check. 9. Presenting the Check. 9.1. Double check the orders before printing out the bill. Make necessary adjustments for payment request such as split bill, separate bill, discounts, etc. 9.2. Present the check to the guest. Give them time to review. Monitor the table beverage or bread. Service does not end in presenting the check. 9.3. Accept payment. Acknowledge the type of payment. 9.4. Return with the

Important: Service does not stop even after they paid. It will continue until the moment they are out of the door.

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