COFFEE SHOP SERVICE SEQUENCE

INDEX
SERVICE SEQUENCE
JOB DESCRIPTIONS
SELECTION INTERVIEW AND QUESTION CHECKLIST
PERSONAL HYGIENE AND GROOMING
OUTLET MANAGER CHECKLIST
REPAIR AND MAINTENANCE CHECKLIST
OPENING AND CLOSING PROCEDURES
BUDGET CONTROL
COMMUNICATION

BASIC RULES OF SERVICE

All Food and Beverage employee are to follow the following basic rules of
service in their day to day responsibilities:

Guests are always to be seated by Hostess, Manager or Assistant Manager.

Guests are to be seated only on clean, fully set up tables.
When using a set up table for 4 pax for a party of 3 guests, the 4th cover
must be removed once the guest have been seated.
Chair must be pulled for guest when seating.
Fresh assorted breads are to always served in bread basket.
Always stand straight when taking guest order.
Guest orders should always start with ladies first.
Write legibly on the captain's order using menu item abbreviations as per
plate specifications.
Always repeat the order to the guest.
Always serve ladies first.
Always serve guest from the right and clear table from the right.
Before each main course is served, remove soiled dishes.
When serving a main course, meat/fish/poultry is served facing closest to
the guest.
Always change ashtrays when more than one cigarette stub is in it.
Always handle silver flatware by the handle.

Always handle china by the edge.

Always handle glassware at the stem or base.
Never place your thumb on the plate.
Always carry silver, china, linen, glassware on a clean tray when
approaching guest tables.
Never walk back to the kitchen empty handed, take along dirty dishes.
Dishes should not be stacked too high on the trays.
Guests are to be informed of the various Chef's recommendations and also
presented menus as they are seated.
Pre dinner drinks or wines are to be offered as soon as guest is seated.
Always open wine bottle in front of a guest.
Leave bottle in ice bucket when opening.
When serving alcoholic drinks, request the guest to advice how much ice
and mixer they would like.
Hot food from the kitchen must always have a plate cover.
All plate covers must be removed from the plate at the side station before
placing the hot food in front of the guest.
B & B plate, B & & knives, bread basket and salt and pepper shaker are to
be removed from the table along with main course plate before the dessert
is offered.
Crumbs are to be swept away using a folded napkin to a clean B & B plate
before dessert is offered.
Desserts must be offered automatically.
Coffee and tea is to be offered when taking dessert order.
Cream and sugar are to be placed on the table before coffee, tea is served.
Coffee, tea must only be served in silver pots.
After dessert and coffee are served, after dinner liqueurs must be offered.
Trays with dirty dishes are to be immediately removed from the public area
to the kitchen.
Dirty dishes are to be cleaned only after everyone at the table has finished
that course.
Checks are always to be presented in the check folder.
Checks are to be placed on the table during breakfast and presented to
guests on demand only during lunch and dinner.
Tables are to be reset as per table top specifications as soon as the guest
departs.

BREAKFAST PERIOD
Following is the service sequence for the XXXXXXXXXXXXXXXXXXXX during
breakfast period from the time the guest arrives at the entrance to the time
the guest departs. This service sequence is to be followed by all staff of the
XXXXXXXXXXXXXXXXXXXX.
-

Receptionist or Manager/Assistant Manager greets the guest at the

entrance by saying, "Good Morning, Sir/Madam."
Receptionist requests the number of person in group.
Receptionist requests whether the guest would prefer a smoking or nonsmoking section by saying, "Would you prefer a Smoking or Nonsmoking table, Sir/Madam?"
Receptionist registers the number of persons in her guest record sheet.
Receptionist allocates table from the floor plan registering it on the
guest record sheet.
Receptionist takes the same number of menus as the number of
persons in group from the reservation desk.
Receptionist requests the guests to follow her walking slightly ahead of
the guest and making sure the guest is behind her.
If more than one guest in pantry, captain/waiter assists Receptionist in
seating guests by pulling their chairs.
Receptionist presents the Breakfast Menu to each guest, Ladies first and
informs the guests of the breakfast buffet by saying, "In addition to the
Breakfast Menu, we also have a buffet breakfast. Have a nice day."
Captain/Waiter approaches the table by saying, "Good Morning."
Captain/Waiter unfold napkins in triangle shape and places them on
guest's laps.
Captain stand straight to the left of the guest.
Captain takes coffee or tea order by saying, "Would you like coffee or
tea, Sir/Madam?"
If the guest does not want coffee or tea, Captain offers a fresh fruit
juice.
Captain repeats the order to the guest, starting with the ladies.
Waiter/Service Attendant prepares coffee tea and milk jug and places it
on a tray.
Waiter/Service Attendant with tray in his left hand balanced by his right
hand approaches guest table.

Standing on the right of the guest, Waiter places milk jug in the middle
of the table.
Waiter pours coffee or tea into the coffee cups from the right of the
guest, starting with the ladies.
Waiter.Service Attendant procedures to pantry.
Waiter/Service Attendant prepares orange juice and grapefruit juice in
glass pitchers and places them on a tray.
Waiter/Service Attendant with tray in this left hand balanced by his right
hand approaches guests table.
Waiter/Service Attendant offers orange juice or grapefruit juice.
Waiter pours orange juice or grapefruit juice into water goblet from the
right of the guests starting with the ladies.
Waiter/Service Attendant precedes to Baquettes counter.
Waiter/Service Attendant prepares one bread basket on stand and
butter pads according to the number of persons at the table and places
them on a tray.
Waiter/Service Attendant with tray in his left hand balanced by his right
hand approaches guest table.
Standing to the right of the guest, Waiter/Service Attendant takes the
butter pads in china dish and places them above the bread and butter
plates of each guest.
Waiter/Service Attendant places bread basket on stand in center of
table.
Captain approaches the table and stands to the left of the guest.
Captain stands straight with the Captain's order in his left hand and pen
in his right hand.
Captain offers to take guest order starting with the ladies.

IF THE GUEST IS HAVING THE BREAKFAST BUFFET:

-

Captain clearly writes down the order on the captain's order.

Captain repeats the order to the guest.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain explains the different buffet to the guest.
Captain/Waiter pulls the chairs for the guest to rise.

Captain returns menus to his station.

Captain keeps second copy of captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
When the guests return from the buffet, Captain/Waiter assist them in
seating by pulling chairs.

IF THE GUEST DECIDES TO ORDER FROM THE MENU:

-

Starting anti-clockwise with ladies, Captain clearly writes down the order
on the Captain's order.
Captain repeats the order to the guest, starting with the ladies.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain returns menus to the his station.
Captain keeps second copy of Captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter keeps third copy of Captain's order for his reference.
Waiter hands fourth copy of Captain's order to Service Attendant.
Waiter prepares cutleries according to Captain's order and places on a
tray.
Waiter approaches the table and standing to the right of the guest adds
the cutleries as per captain order, starting with the ladies.
Waiter proceeds to his station.
Service Attendant goes to the XXXXXXXXXXXXXXXXX kitchen pass.
Service Attendant asks the Chef at the pass for his order.
Service Attendant picks up the food plates with their covers and places on
rectangular tray.
Service Attendant with tray in his left hand balanced by his right hand
approaches guest's table.
Waiter takes the plate cover off the breakfast dish.

Waiter, standing to the right of the guest, serves the breakfast dish by
placing it on the placement, starting with the ladies and says, "Enjoy your
breakfast."
Waiter/Service Attendant refills coffee or tea starting with the ladies
Waiter/Service Attendant refills fresh juices starting with the ladies

GENERAL:
-

When guests are finished with breakfast and place their fork and knife
parallel to each other, Waiter approaches the table and stands to the right
of the guests.
Waiter says, "I hope you enjoyed your breakfast Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including B + B plates from the right of the
guest starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heavy dishes in the middle of the tray.
Waiter/Service Attendant approaches guest table and offers more coffee ,
tea, starting with the ladies.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.
Waiter stands straight to the right of the guest.
Waiter cups the clean ashtray over the dirty ashtray.
Waiter removes both ashtrays from the table.
Waiter turns away from the guest.
Waiter places dirty ashtray on his tray.
Waiter places clean ashtray on the table with his right hand.
Waiter takes the dirty ashtray to his station and places it on his tray.
Captain approaches pre-checking terminal and requests guest check by
table number.
Waiter/Service Attendant machine posts and totals the guest check

including service charge and hands back guest check to Captain.

Captain verifies total of guest check.
Captain returns to the guest table and places guest check on table.

IF THE GUEST DECIDES TO PAY BY CASH:

-

Captain verifies the cash tendered by the guest.

Captain takes check and cash to the cashier.
Cashier machine posts the amount paid on the check.
Cashier returns any change due (to the guest) with the check to the
captain.
Captain verifies the change returned by the cashier.
Captain returns change and copy of guest check in guest check folder to
the guest.

IF THE GUEST DECIDES TO PAY BY CREDIT CARD:

-

Captain requests the guest to sign the check and obtains the credit card.
Captain takes credit card and signed check to the cashier.
Cashier check the credit card for expiration date.
Cashier matches credit card against respective credit card cancellation
list.
Convinced the credit card is valid, cashier then imprints the credit card on
the respective voucher and the guest check.
Cashier lists the amount on guest check on the credit card voucher and
also the guest check number.
Cashier returns guest check, credit card and credit card voucher to the
captain.
Captain presents guest check, credit card and credit card voucher to the
guest requesting for guest's signature on the credit card voucher.
Captain discreetly checks the guest's signature against the signature on
the back of the credit card.
Captain returns the credit card to the guest.
Captain given the guest copy of the signed credit card voucher to the
guest.

Captain takes the remaining credit card voucher and guest check in the
guest check folder to the Cashier.

IF THE GUEST DECIDES TO CHARGE TO HIS ROOM:

-

Captain obtains verification of guest's name and room number by

requesting the guest for his or her room key or XXXXX passport and
checks it with cashier against the house list.
Captain then politely requests the guest to write the room number and
name in the space provided on the check.
Captain requests the guest to sign the check on the line provided.
Captain verifies the check of its legibility and returns the check to the
cashier.
Cashier verifies the guest's name and room number through the
computer.

IF THE GUEST DECIDES TO CHARGE TO PRE-ARRANGED CITY

LEDGER:
-

Captain requests the guest to write his city ledger account number on the
guest check and sign in the space provided.
Captain returns the guest check to the Cashier.
Cashier machine validates the guest check by posting the total amount
on the appropriate city ledger charge settlement key.
Captain/Waiter pulls the chairs for guests to rise, starting with ladies.
Captain/Waiter bids the guest good-bye by saying "Thank you, have a
good day! I hope you enjoyed your breakfast."
Waiter goes to his side station for his mis-place.
Waiter returns to the table, cleans it using a wet cloth and sets it up as
per breakfast table top specifications.
Captain informs the Receptionist that table is again available.

LUNCH AND DINNER PERIOD

Following is the service sequence for the XXXXXXXXXXXXXXX lunch and dinner

periods from the time the guest arrives at the entrance to the time the guest
departs. This service sequence is to be followed by all staff of the
XXXXXXXXXXXXXX.(Outlet Name)
-

Receptionist or Manager/Assistant Manager greets the guest at the door

by saying "Good afternoon/evening."
Receptionist requests guest if they have a reservation.
Receptionist requests the number of persons in group.
Receptionist requests whether the guest would prefer a smoking or nonsmoking section by saying, "Would you prefer a Smoking or Non-Smoking
table, Sir/Madam?"
Receptionist registers the number of persons in her guest record sheet.
Receptionist allocates table from the floor plan registering it on the guest
record sheet.
Receptionist takes the same number of menus as the number of persons
in group from the reservation desk.
Receptionist requests the guests to follow her walking slightly ahead of
the guest and making sure the guest is behind her.
If more than one guest in pantry, captain/waiter assists Receptionist in
seating guests by pulling their chairs.
Receptionist presents the All Day Menu to each guest, Ladies first and
informs the guests of the lunch/dinner buffet by saying, "In addition to the
All Day Menu, we also have a lunch/dinner buffet. Have a nice
day/evening."
Captain/Waiter approaches the table by saying, "Good Afternoon/
Evening."
Captain/Waiter unfold napkins in triangle shape and places them on
guest's laps.
Captain approaches guest table.
Captain stand straight to the left of the guest with the Captain's order in
his left hand and pen in his right hand.
Captain offers to take guests drink order while they choose from the All
Day Menu.
Starting anti-clockwise with ladies, Captain clearly writes down the drink
on the Captain order.
Captain repeats the order to the guest starting with the ladies.
Captain writes down date, table number of persons and his initials.
Captain keeps second copy of Captain's order for his reference.

Waiter approaches guests table.

Standing on the right of the guest, waiter pours ice water into the water
glasses starting with the ladies.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter goes to the Service Bar and asks the Bar Attendant for his order.
Waiter picks up the drink order from the Service Bar and places it on
round tray.
Waiter with tray in his left hand balanced by his right hand approaches
guest table.
Standing to the right of the guest, waiter places the drinks in front of the
guest starting with the ladies.

IF THE GUEST IS HAVING BUFFET LUNCH/DINNER:

-

Captain clearly writes down the order on the captain's order.

Captain repeats the order to the guest.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain explains the different buffet to the guest.
Captain/Waiter pulls the chairs for the guest to rise.
Captain returns menus to his station.
Captain keeps second copy of captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter/Service Attendant precedes to Baquettes counter.
Waiter/Service Attendant prepares one bread basket on stand and butter
pads according to the number of persons at the table and places them on
a tray.
Waiter/Service Attendant with tray in his left hand balanced by his right
hand approaches guest table.
Standing to the right of the guest, Waiter/Service Attendant takes the

butter pads in china dish and places them above the bread and butter
plates of each guest.
Waiter/Service Attendant places bread basket on stand in center of table.
When guests return from buffet lunch/dinner, Captain/Waiter Assists them
in seating by pulling chairs.
Waiter proceeds to his station.
Captain standing straight to the left of the guest offers more drinks.

GENERAL:
-

When guests are finished with lunch/dinner and place their fork and knife
parallel to each other, Waiter approaches the table and stands to right of
the guests.
Waiter says, "I hope you enjoyed your lunch/dinner. Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including the B + B plate from the right of
the guests starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heave dishes in the middle of the tray.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
Waiter procedures to side-station.
Waiter takes desserts spoon and fork and places on round tray.
Waiter with tray in his left hand balanced by his right hand approaches
guest table.
Waiter standing to the right of the guest places desserts spoon and fork
on the place mat.
Standing straight to the right of the guest, Waiter offers coffee or tea
starting with the ladies.
Waiter proceeds to pantry room.
Waiter prepares coffee or tea, milk jug, sugar bowl, coffee cup, saucer and
teaspoon and places it on a tray.
Waiter with tray in his left hand balanced by his right hand approaches

guest table.
Standing on the right of the guest, Waiter places milk jug and sugar bowl
in the middle of the table.
Waiter places coffee cup, saucer and teaspoon in front of guest.
Waiter pours coffee, tea into the coffee cups from the right of the guest,
starting with the ladies.
Standing on the right of the guest, Waiter places the coffee or teas pot to
the right hand side of the coffee cup.
Captain/Waiter pulls the chairs for the guests to rise.
Captain escorts guest to the dessert buffet.
When guests return from dessert buffet, Captain/Waiter assists them in
seating by pulling chairs.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.
Waiter stands straight to the right of the guest.
Waiter cups the clean ashtray over the dirty ashtray.
Waiter removed both ashtrays from the table.
Waiter turns away from the guest.
Waiter places dirty ashtray on his tray.
Waiter places clean ashtray on the table with his right hand.
Waiter takes the ashtray to his station and places it on his tray.
Guest requests guest check.
Captain approaches pre-checking terminal and requests guest check by
table number.
Waiter/Service Attendant machine posts and totals the guest check
including service charge and hands back guest check to the Captain.
Captain verifies total of guest check and places in guest check folder with
pen.
Captain returns to the guest table and stands straight to the right of the
guest.
Captain places the guest check next to the right hand of the host guest.
Captain waits for the guest to examine the guest check.
Captain asks guest, "How would you like to pay your bill Sir/Madam?"

IF THE GUEST DECIDES TO ORDER FROM THE MENU:

Starting anti-clockwise with ladies, Captain clearly writes down the order
on the Captain's order.
Captain repeats the order to the guest, starting with the ladies.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menus from the guests.
Captain returns menus to the his station.
Captain keeps second copy of Captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter keeps third copy of Captain's order for his reference.
Waiter hands fourth copy of Captain's order to Service Attendant.
Waiter prepares cutleries, condiments and one butter pad in china dish for
each guest according to captain's order and place on a tray.
Waiter approaches guest tables by saying "Good afternoon/evening."
Standing to the left of the guest, Waiter places butter pads in china dish
above bread and butter plate.
Standing to the right of the guest, Waiter adds cutleries and condiment as
per Captain's order, Starting with the ladies.
Waiter proceeds to Banquettes counter.
Waiter/Service Attendant prepares bread basket on stand according to the
number of persons at the table and places it on a tray.
Service Attendant with tray in his left hand balanced by his right hand
approaches guest's table.
Standing to right of the guest, Waiter/Service Attendant places bread
basket on stand in center of table.
Service Attendant goes to the XXXXXXXXXXXXXXXXXXX kitchen pass.
Service Attendant pick up appetizer or soup from the kitchen pass.
Service Attendant places the appetizer or soup on his tray.
Service Attendant approaches the table and standing to the right of the
guest, waits for Waiter to place the appetizer or soup in front of the guest.
Standing to the right of the guest, Waiter places the appetizer or Soup in
front of the guest, starting with the ladies.
Service Attendant goes back to the kitchen When guests are just about to
finish with their appetizer or soups.

Service Attendant goes to the main kitchen pass.

Service Attendant asks the Chef on the pass for his order.
Service Attendant picks up necessary garnishes/condiments to complete
food presentation.
Chef covers the plate with a plate cover.
Service Attendant picks up the food plates with their covers and places on
his tray.
Waiter clears the soiled appetizer or soup dishes from the right, Starting
with the ladies.
Waiter carries the soiled appetizer or soup dishes to pantry room.
Service Attendant approaches the table and stand to the right of the
guest.
Waiter takes the plate cover off the main course dish.
Waiter picks up the main course dish from the Service Attendant's tray.
Waiter, Standing to the right of the guest, serve the main course by
placing it on the placemat, starting with the ladies.
Captain, standing straight to the left of the guests, offers more drinks.

GENERAL
-

When guests are finished with lunch/dinner and place their fork and knife
parallel to each other, Waiter approaches the table and stands to the right
of the guests.
Waiter says, "I hope you enjoyed your lunch/dinner Sir/Madam. May I take
your plates away, please?"
Waiter clears the soiled dishes including B + B plates from the right of the
guest starting with the ladies.
Waiter carries the soiled dishes out to the tray at pantry room and places
all heavy dishes in the middle of the tray.
Service Attendant places the tray with the soiled dishes in his left hand
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
If guest is smoking, Waiter approaches the table with a clean ashtray on a
tray.

Waiter stands straight to the right of the guest.

Waiter cups the clean ashtray over the dirty ashtray.
Waiter removes both ashtrays from the table.
Waiter turns away from the guest.
Waiter places dirty ashtray on his tray.
Waiter places clean ashtray on the table with his right hand.
Waiter takes the dirty ashtray to his station and places it on his tray.
Captain approaches the guest table with the Dessert Menu.
Standing to the right of the guest, Captain presents the Dessert Menu to
each guest, ladies first and informs the guest of the dessert buffet by
saying, "In addition to the Dessert Menu, we also have a dessert buffet."
Captain offers coffee or tea starting with the ladies.
Captain stands straight to the left of the guest with Captain's order in his
left hand and pen in his right hand.
Starting anti-clockwise with ladies, Captain clearly writes down the order
on the Captain's order.
Captain repeats the order to the guest, starting with the ladies.
Captain writes down the date, table number, number of persons and his
initials.
Captain takes away menu from guests.
Captain keeps second copy of Captain's order for his reference.
Captain hands first and third copies of Captain's order to Waiter.
Captain returns the menus to his station.
Waiter proceeds to his station.
Waiter pre-checks guest's order into pre-check terminal according to
Captain's order.
Waiter keeps third copy of Captain's order for his reference.
Waiter hands fourth copy of Captain's order to Service Attendant.
Waiter prepares cutleries according to Captain's order and places on a
tray.
Waiter prepares coffee or tea, milk jug, sugar bowl, coffee cup, saucer and
teaspoon and places it on a tray.
Waiter approaches the table and standing to the right of the guest adds
the cutleries as per captain order, starting with the ladies.
Standing on the right of the guest, Waiter places milk jug and sugar bowl
in the middle of the table.
Waiter places coffee cup, saucer and teaspoon in front of guest.
Waiter pours coffee, tea into the coffee cups from the right of the guest,

starting with the ladies.

Standing on the right of the guest, Waiter places the coffee or tea pot to
the right hand side of the coffee cup.
Service Attendant picks up the dessert from the kitchen.
Service Attendant places the desserts on his tray.
Service Attendant approaches the guest table and standing to the right of
the guest, waits for Waiter to place the dessert in front of the guest.
Waiter picks up the dessert from Service Attendant's tray.
Waiter, standing to the right of the guest, serves the dessert by placing it
on the placemat starting with the ladies.
When guests are finished with their dessert and coffee, Waiter
approaches the guest table.
Waiter standing to right of the guest says, "I hope you enjoyed your
dessert, Sir/Madam, May I offer you coffee or tea?"
Waiter clears the soiled dessert dishes from the right of the guests
starting with the ladies.
Waiter carries threw soiled dishes out of the tray at pantry room.
Waiter stacks the dishes on his tray.
Service Attendant places the tray with the soiled dishes in his left hand,
balancing it with his right hand.
Service Attendant goes to the dishwashing machine in the kitchen.
Service Attendant breaks down the equipment at the dish machine by
placing silver in the solution tub, glasses in the rack and plates on sorting
table as per decoy system.
Guest requests guest check.
Captain approaches pre-checking terminal and requests guest check by
table number.
Waiter/Service Attendant machine posts and totals the guest check
including service charge and hands back guest check to the Captain.
Captain verifies total of guest check and places in guest check folder with
pen.
Captain returns to the guest table and stands straight to the right of the
guest.
Captain places the guest check next to the right hand of the host guest.
Captain waits for the guest to examine the guest check.
Captain asks guest, "How would you like to pay your bill Sir/Madam?"

IF GUEST DECIDES TO PAY BY CASH

Captain verifies the cash tendered by the guest.

Captain takes check and cash to the cashier.
Cashier machine posts the amount paid on the check.
Cashier returns any change due (to the guest) with the check to the
captain.
Captain verifies the change returned by the cashier.
Waiter approaches guest table, carrying boxes of complimentary cookies
on a tray held in his left hand.
Waiter hands a box of complimentary cookies to each guest, starting with
the ladies.

IF GUEST DECIDES TO PAY BY CREDIT CARD

-

Captain requests the guest to sign the check and obtains the credit card.
Captain takes credit card and signed check to the cashier.
Cashier check the credit card for expiration date.
Cashier matches credit card against respective credit card cancellation
list.
Convinced the credit card is valid, cashier then imprints the credit card on
the respective voucher and the guest check.
Cashier lists the amount on guest check on the credit card voucher and
also the guest check number.
Cashier returns guest check, credit card and credit card voucher to the
captain.
Captain presents guest check, credit card and credit card voucher to the
guest requesting for guest's signature on the credit card voucher.
Captain discreetly checks the guest's signature against the signature on
the back of the credit card.
Captain returns the credit card to the guest.
Captain give the guest copy of the signed credit card voucher to the
guest.

IF GUEST DECIDES TO CHARGE TO GUEST ROOM

-

Captain obtains verification of guest's name and room number by

requesting the guest for his or her room key or XXXXX passport and
checks it with cashier against the house list.
Captain then politely requests the guest to write the room number and
name in the space provided on the check.
Captain requests the guest to sign the check on the line provided.
Captain verifies the check of its legibility and returns the check to the
cashier.

IF GUEST DECIDES TO CHARGE TO PRE-ARRANGED CITY LEDGER

-

Captain requests the guest for name and outside billing address.
Captain verifies with the Restaurant Manager or his Assistant that Prearranged billing unstructions have been set up and approved by the
Credit Manager.
Captain requests the guest to write billing address on the check and sign
in the space provided.
Captain returns the check to the cashier.
Cashier machine validates the check by posting the total amount on the
appropriate city ledger charge settlement key.

General
-

Captain and waiter pull the chairs when guests to rise, starting with the
ladies.
Captain bids the guest good-bye saying, "Thank you, have a good day/
evening!"
Waiter clears the dirty ashtray, Chappei-set, tea cups and flower vase
onto his tray and brings to his station.
Service attendant takes the clearing tray with the soiled dishes to the dish
machine.
Waiter goes back to his station and picks up a clean folded tablecloth.
Waiter approaches the table with the new tablecloth resting on his left
arm.
Waiter picks up half of the soiled tablecloth exposing one half of the table.
Waiter takes the new tablecloth and places the centre-folded of the

tablecloth at the centre of the table on the soiled tablecloth.

Waiter opens the new tablecloth by sliding out the soiled tablecloth
underneath.
Waiter folds up the soiled tablecloth.
Waiter goes to the service station with the soiled tablecloth.
Waiter dumped the soiled tablecloth.
Waiter picks up mis en place as per table top specification onto his tray
and approaches the table.
Waiter sets up the table top as per table top specifications.
Waiter informs the hostess that the table is again available.

STANDARD OF GOOD SERVICE - AT THE RECEPTION

ACTION
When guest arrives, greet guest "Good afternoon,
evening, Sir/Madam", then ask guest "do you have a
reservation with us today/tonight?"
If guest say 'Yes', ask for his/her name and time of
reservation.
If guest says 'No', ask how many there are in his Party.
If table is available, lead guest to the table, assist the
guest in sitting and inform that the captain will attend
to them in a moment.
If otherwise, inform guest that at the moment there
are no tables available, and ask guest if they would
like to waiter, If 'Yes', enter guest's name and number
of his guests.
If guest ask how long they will have to waiter, use

BY
Receptionist

Receptionist
Receptionist
Receptionist

Receptionist

Receptionist

your own judgement and let them know.

Inform guest that we have a waiting lounge where
beverages are served, and ask guest if they would like
to have a drink or see the menu while waiting for their
table.
Receptionist will approach guest at the lounge, if there
are orders for beverages, refer to beverage service
sequence.
If guest declines, apologize and advise him to make a
reservation with us the next time. Thank him for
patronizing our restaurant. At the same time, inform
him of the other food and beverage outlets in the
hotel.
When guest is shown to the table and seated ask if
guest has a preference for selected brand of china
tea. At the same time, ask guest if they would like to
order any other beverage.
Take down beverage order, to pass on captain's order
pad to waitress/cashier/bartender.
Chinese tea will be poured by waitress.
Pour soya sauce and provide chili sauce dishes. For
beverage service, refer to Beverage Service
Sequence.
If drink is declined, offer them the menus, open each
one up, holding it at the top and offer it to the guest
from his right side.
Inform guest of specials if it is available.
Give guest enough time to look at the menu before
taking order.
Remember your merchandising techniques and offer
suggestions if guests are unsure.
Repeat order to guest to ensure that it is correct
Captain gives original to Waiter for precheck.
Offer hot towels to guests, collect towels using tongs
& tray. (Refer to towel service sequence)
Check on tea, offer another drink and serve it.
Check on food, When food is ready, bring it to dining

Receptionist

Receptionist

Receptionist

Receptionist

Receptionist
Waiter/Waitres
s
Waiter/Waitres
s
Captain

Captain
Captain
Captain
Captain
Captain
Waiter/Waitres
s
All Concerned
Service

room
Attendant
Waitress will assist in serving the food from the
Waitress
commis waitress' tray.
Check on guest 5 minutes after serving food, to
All concerned
ensure that everything is fine.
Always check on tea.
All concerned
Change plates for guests if they are dirty.
Waitress
Enquire if guests would like dessert after their meal.
Captain
If 'Yes', before the desserts are served, there should
Waitress
be nothing else left on the table expect for the flower
vase, ashtrays, dessert setting (e.g. spoon, dessert
plates, etc) and the napkin placed over the edge of
the table.
Offer a fresh cup of tea after serving dessert to ensure
Waitress
that they have a cup of hot tea.
If they are not having dessert, offer a cup of tea after
Waitress
clearing the table.
Offer guest hot towels after the last course. (refer to towel
Waitress
service sequence)
If guests are ready for their check, get it from the
Captain
cashier and bring it immediately.
Thank guests for patronizing the restaurant and invite
Captain/Manag
them to come again
er
Wish them 'Have a nice day/evening', or 'Pleasant
Captain/
day/evening' or 'Thank you, Sir/Madam'.
Receptionist
When guests are seated either in the waiting lounge
Captain/Hostes
or in the restaurant, the captain/Hostess will ask
s
guests if they would like to place any beverage order.
Captain/Hostess will suggest drink or bring along
Captain/Hostes
drink/wine list and present it to the host.
s
The captain will take the orders, repeat it and hand all
Captain
the 3 copies to the waitress
The waitress will pre-check guest's order into preWaitress
check terminal according to captain's order.
The standard time to serve a drink is 2 minutes.
Waitress
Upon receiving the order, waitress will go to bar
Waitress
counter to collect drinks.
Waitress will check on the cleanliness of the glass; see
Waitress

that it is not chipped, cracked and free of stains. Also

check on the garnishes and condiments if they are
fresh and clean
Upon reaching guest table, put a coaster on the table
(from guest's right side) and place the drink on the
coaster.
Always say the magic word 'Do enjoy your drink, Sir/
madam'.
Use the silver tray and silver tongs to offer towels.
Towels must be hot and be sprinkled with Florida
Water.
Towels must be gripped at a corner and shaken loose
before offering to guest. This is to ensure that guest
knows that the towel is hot.
Collect towels with tongs, using a tray.
Towels should be offered to guests after their order
has been taken and before it is served.
Towels must be collected before the food is being
served.
Towels must also be served after their last course.

Waitress

Waitress
Waitress
Waitress
Waitress

Waitress
Waitress
Waitress
Waitress