SERVICE PROCEDURE

1. Acknowledge the guests arrival

Smile at the entrance

2. Greet
“Good afternoon, welcome to ___________ Restaurant. Do you have any
reservation, Sir/ Madam?”

3. Usher the guest to their table

“Let me show you to your table, Sir/ Madam. This way please…”
The host should be not more than 2 steps away from the guests.

4. Seat the guest. Always seat ladies first. Make sure that they are facing the best
view of the restaurant.

5. Unfold the napkin from the right side of the guest with your right hand. Shake
the napkin, fold into triangle and place it across the guest’s lap. Move clockwise.

6. Offer the guest iced / warm water. “Excuse me sir/madam, would you like to
have iced or warm water?” Water is poured from the guest’s right. Move
clockwise.

7. Offer the menu to the guest. Carry the menu on the flat of your left arm. Stand
on the guest’s right, open the menu, and hold at the top center of the menu card.
Offer to the guests with the host’s last. Then give some time for guests to read
the menu and make their selection.

8. Order taking and recording. Take the order of the food from the guest’s right.
You may stand at one place, But if the guest wants to point something from the
menu card (in which they do not know how to pronounce it), you must stand on
their right side. Once the order has been taken, you must REPEAT THE ORDER
for confirmation. (Please remember how to write it on the captain’s order).

9. Serve the appetizer. Rule of thumb: serve from the right and clear from the right
of the guest. Use stacking technique. Rules apply (ladies first / host last). Always
say excuse me. After you serve the guest, do not forget to say, “Enjoy your meal,
Sir.”

10. Clearing. When you want to clear the plate, say, “Excuse me Sir, are you done?
– Can I clear your plate now? – Thank you sir/madam” – Remember to use
stacking technique when clearing. Do it properly. End up by saying “Thank you”.

11. Bread service and serving soup. Serve the guest with bread and butter before
the second course - soup. When you want to serve the soup, make sure that you
are using the round tray. Put together the soup cup and saucer. Make sure the
handle of the soup cup is horizontal with the guest’s position. When clearing the
soup cup, remember to use back the round tray.
 12. Serve the main course. Make sure that the main item (protein) – for example
grilled chicken is facing the guest and the accompaniments are away from the
guest. Always remember the ladies first / host last. Offer the guest additional
sauce if possible. Serve the sauce from the guest’s left. Remember, the tip of the
sauce boat must face the plate in order to avoid the risk of spillage. For clearing,
please refer to point number (10).

13. Crumbing procedure. This procedure should be done after the main course, in
which the dinner plate had been cleared and before the dessert served. Some
point to remember – clear BB plate by using round tray and after the last BB
plate, make sure you collect the cruet as well. Crumbing should be done from the
left side of the guest by using service cloth (napkin) and BB plate. After you
crumb for the first guest, pull down the dessert fork to the correct position
followed by the dessert spoon of the guest on your left side. Follow the same
procedure with the host’s last.

14. Serve the guest dessert and offer them coffee or tea.
Take the order for dessert the same as order taking and repeating. Then, serve
the dessert as serving the first meal (If it is proper to use stacking technique then
use it). After that you can offer the guest for coffee or tea. However, it is optional
for you to offer the beverage while the guests are having their dessert or after the
guests have done with their dessert. Example of the dialogue that can be used -
“Would you like to have your coffee or tea together with your dessert, Sir?”

15. Bill Presentation. Carry the bill fold as you carrying the menu card. Bill should
be presented from the guest’s right. Make sure the folder is close. After the guest
had placed the money inside the bill fold, bring it to the counter but the service
personnel in charge of that table must count it first before you pass to the
cashier. If there is any change that need to be given to the guest, make sure you
count it first, and place it in the fold – make sure it is closed – put on the table
from the host’s right.

16. Bid the guests goodbye.

Assist those departing by pulling their chairs, collect their personal belongings (if
any) and assist to the door. Smile and say, “Thank you, please come again.”

Notes:

You must remember to use all the magic words in your communication with the guests, such as
“thank you, excuse me, I’m sorry, I beg your pardon”.

Try to use different mode of words in your conversation between you and guests to avoid the
same repeating dialogue such as “enjoy your meal sir”. Probably you might want to use “bon
appetite” for a change.

Simple rules such as when you stand on the guest’s right make sure your right foot is infront.

Last but not least, make sure each and every step you take must follow with a beautiful smile on
your face. Trust me, it will help, InshaAllah.