Restaurant or Cafe

Reservation
Food and Beverage

Mr. Jaya
N
O STEPS DIALOG
1 Greeting and assorting
the guest Om Suastiastu, Good Afternoon Ladiest and
Gentlement welcome to Golden suite restaurant, My
Name is ………….

And I'm your server for today, follow me please

2 Seating the guest
Excuse me ladiest and gentlement this is your table
no ………..

Sit down please!

3 Unfolding The Guest
Napkin Excuse me ladiest and gentlement, I would like to
open your napkin
4 Served welcome drink
and clear up extra
Excuse me ladiest and gentlement this is your
cover (adjustment)
welcome drink, orange juice,
please enjoy your welcome drink
5 Pouring Ice Water Excuse me ladiest and gentlement this is your
ice water
6 Served Bread and Excuse me ladiest and gentlement this is your bread
Butter and butter,
please enjoy your bread and butter
7 Presenting Menu well ladiest and gentlement, I would like to presenting
(Explain, Taking Order, our menu today,
repeat the order)
1. For appetizer/soup we have fruit salad/soup
sayuran,
2. for the main course we have Breaded chicken
served with mushroom sauce, saute vegetable and
lynoise potatoes/kare ayam served with nasi putih,
sayur pelecing, tempe tahu,
3. and the last for the dessert we have Greentea
milky pudding with vanilla sauce/puding malaka
sauce kinca,

are you ready to order now?....

how about you mam? 1 set menu complete?
how about you sir? 1 set menu complete? ........

now I would like to repeat your order, 2 set menu

complete, thank you.
8 Server Soup, Excuse me ladiest and gentlement, this is
Clear up Soup/ your soup bakso sayuran/fruit salad, well
Served ladiest and gentlement
Appetizer, clear
appetizer please enjoy your soup/appetizer
....................................................................
................
when Clear up: Excuse me, have you finish
your appetizer/soup? may I take your plate?
sup cup and saucer?

9 Served Main Excuse me ladiest and gentlement, this is your

Course Main course (sebutkan nama main course dengan
lengkap sampai penemannya s, well ladiest and
gentlement please enjoy your Main course

.................................................................................
..........

saat Clear up: Excuse me, have you finish your

main course? may I take your plate?
 Clear Main Excuse me
Course, Clear
up B&B Plate,
Clear up
10 Welcome drink
Crumbing Down, Excuse m e
clear up salt and
11 pepper shaker
12 Served Dessert Excuse me ladiest and gentlement, this
and Clear Up is your Dessert (sebutkan nama dessert
Dessert dengan lengkap sampai penemannya s,

well ladiest and gentlement please enjoy

your
dessert ....................................................
.......................................

saat Clear up: Excuse me, have you

finish your dessert? may I take your
plate?
13 Presenting Bill Excuse me this is your bill, would you
like to check and sign your bill please?
………………………..
Thankyou

14 Farewell the well ladiest and gentlemen, thankyou for

guest: Say Thank coming to our restaurant and we hope that
to the guest for you will come back again, have a nice day
the coming and
hope the guest
will comeback
again to our
restaurant
Restaurant/Café Reservation

What is a Table Reservation?Table reservation is

the process of ordering a table at a restaurant,
bar, nightclub or other place in advance. This
service usually aims to provide comfort to
customers when visiting, especially during peak
hours.By getting a table reservation, you can get a
table at the restaurant and the desired time. So,
you can rest easy and don't have to wait on a
waiting list. Table reservations will also help the
restaurant to manage seating, staff schedules, and
provide the best customer service.
Benefits of Table Reservations

1. Convenience for customers

As mentioned above, making a reservation will provide convenience for
customers. If you have already reserved, you don't need to worry when
you want to visit a restaurant or something similar. The thing is, you will
definitely get a place.
This advantage is quite significant, especially during peak hours. Without
a reservation, customers may have to wait a long time or not get a place.
That is the reason why table reservations are highly recommended
before visiting.

2. The best customer service

By knowing the number of customers along with special requests, the
staff is able to provide personalized service. For example, staff can
adjust if customers have allergies, are on a diet, or are celebrating
something.
Knowing the number of customers also allows restaurants to optimize
staff schedules. This aims to ensure that restaurants can provide fast
and precise service to customers.

3. Rewards and discounts for loyal customers

Restaurants can implement customer loyalty programs tied to
reservations. If you frequently book and make transactions somewhere,
customers can enjoy the benefits of the loyalty program.
Giving information to the guest/
customer in Restaurant

1. The menu : In a restaurant, the menu is a list of

food and beverages offered to customers and the
prices.

2. The Address : The person or organization to

which something, such as a letter or message, is
addressed or sent, for whom the item is intended.

3. The Hours of operation : Hours of Operation

are the hours established by the Employer to provide
adequate service to the public and to fulfil the
functions of the work unit
Dining at a Restaurant Alone
This dialogue includes most of the basic questions you'll need to
know while dining solo, when ordering food may be your only
conversation at the restaurant. Practice it with a friend.
Waitperson: Hi. How are you doing this afternoon?
Customer (you): Fine, thank you. Can I see a menu, please?
Waitperson: Certainly, here you are.
Customer: Thank you. What's today's special?
Waitperson: Grilled tuna and cheese on rye.
Customer: That sounds good. I'll have that.
Waitperson: Would you like something to drink?
Customer: Yes, I'd like a Coke.
Waitperson: Thank you. (returning with the food) Here you are.
Enjoy your meal!
Customer: Thank you.
Waitperson: Can I get you anything else?
Customer: No thanks. I'd like the check, please.
Waitperson: That'll be $14.95.
Customer: Here you are. Keep the change!
Waitperson: Thank you! Have a good day!
Customer: Goodbye.
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Restaurant facilities, Terms & Conditions, Local Tourism
Taking & repeating order, Serving the food and beverage etc.
Handling Guest Complaints in Restaurants

Understand a few common reasons for ‘Why Guest complaints?’:

Unfriendly staff or lack of a warm greeting.
Pushy servers.
Excuses by the servers.
Lack of courtesy by servers.
Unhelpful attitudes of servers.
Overly friendly servers.
Not giving enough responses to guest requests.
When the servers are not available to take requests. And guest
has to wait for servers to return to the table.
Food not been delivered on time.
Unhygienic cutleries and crockery were used.
Unacceptable noise levels.
Cramped dining area.
The non-responsive attitude of management toward complaints
etc.
Handling Guest complaints:
Calmly and patiently listen and empathize.
Any complaint received is to be dealt with by the appropriate
Department Head and reported to the Resident Manager.
It is imperative to ensure prompt, efficient, and courteous action
to any complaint received.
Initiate the required service recovery steps immediately.
The correct approach to the customer is the key to success. The
staff shall not be servile but anticipate the guests.
A careful watch shall be kept on the guests at all times during the
meal without being obvious.
Care shall always be taken when dealing with a difficult customer.
Never argue with a guest as it only aggravates the situation but
refer all complaints to the designated superior.
All written complaints (online or by letter) must be investigated
and answered promptly. They shall be handled by the Food and
Beverage Manager and brought to the attention of the Resident
Manager and/or General Manager.
Record the following information in the log book :
Guest’s name.
Room number.
Company name.
Arrival of relevant account details on the guest folio.
Refer to the guest problem in the related file.
Contact details of the guest’s email, mobile number, etc.
Training Summary Questions for Handling Guest Complaints:
Q1. What are the common reasons for guest complaints in
restaurants?

Q2. Who should deal with any guest complaints?

Q3. How do you handle written complaints?

Q4. What information is to be recorded in the log book in case of a

guest complaint?

Q5. Why you should never argue with the guest?