CONCEPT NOTE NEW RESTAURANT At, outlet name, we wish to offer our personal rendition of global grill cuisine

e with an innovative gastronomic take on traditional cooking methods. Moreover, we regard it as a personal challenge to help bring about a revival of global grill cuisine and let its distinctive flavours and particular regional character brighten up the world. We feel that the cooking at outlet name is fairly ambitious but then again, global grill cuisine must possess certain purity, an essential simplicity, and we firmly believe that the global grill cuisine has significant taste varieties to offer as well. All these values are reflected in our menus, in the composition and presentation of each dish and in the planning and preparation that underlies it all.

KEY TOUCH POINTS Answering the call within 3 rings Listening and then repeating the guest needs and specifications. Addressing the guest by his last name at least twice; after the name has been obtained during a telephonic conversation. Always address as Mr./Ms. Followed by the last name. At the time of taking a reservation, always enquire if the guest is celebrating any special occasion. Always confirm the reservation details with the guest. If a table is not available on the date requested by the guest. Do not refuse directly instead offer alternatives to the guest. Always open the restaurant door for the guest. Always wish the guest according to the time of the day and welcome him/her to your outlet. Address regular/known guests by their name while welcoming them to your restaurant. Always pull a chair for the elderly first, followed by the lady, then the children and the host/gentleman at the end. Check if the guest is comfortable with the table offered to him/her. Offer tables facing the live band or scenic view to a single diner guest. Always specify the amount of time you would take to fulfill a guest request. This ensures that the guest does not start making fuss about order delays. Please ensure that you make a realistic time promise. (Ex: Dont say that your well done steak would be ready in 10 minutes) Please ensure that extra covers are always cleared from the table, this gives more space to the guest. Do not rush through with order taking. Give the guest some time to decide after presenting the menu. Always repeat the order once. This ensures that the right product goes to the guest table. Always ensure that you clear the menu from the table after taking the order. Always recommend bar snacks, when guest orders for a drink.

Always announce the Food/Beverage item before serving to the guest. Always inform the guest if there is a delay in the service of Food or Beverage that he/she has ordered for. Remember Food & Beverage service basics. (Pre plated food & beverages from the right hand side & platter to plate service from the left hand side) Always check with the guest for the satisfaction of Food/Beverage he/she is consuming. (This provides us with instant feedback and if the guest is not happy then corrective action can be taken in time.) Clearance for a particular course to be done only after all the guests has finished their meal. Ensure that repeat order for beverage is taken once the glass is empty. Ensure that running orders for breads are taken, once guest finishes half of the portion served to him. Ensure that water glasses are refilled once empty. Ensure that meal experience satisfaction is checked once by the manager. This should be done when the guest has half finished his main course. Ensure that clearance is always done from the right hand side. Ensure that crumbing for the table is done as and when necessary. Always suggest tea/coffee after the guest has finished his meal. Do not present the check unless the guest asks for it. Please check if only the items ordered and consumed by the guest feature on the check. Always present the check in a bill folder bearing the name of the outlet or the hotel. Present a pen along with the bill folder as well. Present the after mint tray to the guest along with the bill. Please check if the guest has signed on the bill/merchant copy generated from the EDC machine before he/she leaves your outlet. Wishing a fond farewell is one of the most important part of the entire meal experience. Make sure that at least one person is always there at the restaurant entrance to wish the guest a fond farewell. Collective farewell i.e. 2-3 restaurant staff wishing a

farewell is even better it wows the customer and he/she will most probably visit your outlet again.

RESTAURANT SCRIPTS 1. Taking telephonic reservations. Server: Good evening outlet name, your name speaking, how may I assist you? Guest: Table enquiry/Reservation enquiry. Server: Very well Sir/Madam, What date are you looking at? Guest: Specifies the date. Server: Sir/Madam Would that be for lunch or dinner? Guest: Specifies the meal period. Server: For how many people do you need to reserve the table sir/madam? or How many people would be joining you for lunch/dinner on specified date? Guest: Specifies the details. Server: Sir/Madam, at what time should I reserve the table for you? Guest: Specifies the time. Server: Sir/Madam, May I put you on hold for a moment while I check the table availability? Server: Sir, I am happy to confirm a table for number of pax(people) on date at time(hours)

Server: Under what name would you like to make the booking sir/madam? Please provide the last name first please. Guest: Brizhinsky Server: Kindly guide me on the spelling sir/madam. Guest: B-R-I-Z-H-I-N-S-K-Y Server: Echo B-R-I-Z-H-I-N-S-K-Y. Server: Mr. Brizhinsky may I have your first name please? Guest: Specifies the first name. Server: On what number can we reach you sir? Guest: Specifies the number. Server: Are you celebrating any occasion Mr. Brizhinsky? Guest: Yes. It is my wifes birthday. Server: Wow thats great! We would love to wish Mrs. Brizhinsky a happy birthday with a cake sir. May I ask what would you like to be written on the cake sir? Guest: Specifies the name of his wife. Server: Spell the first name and Happy Birthday followed by it. (Do not pronounce the first name just spell it) Server: Apart from this Mr. Brizhinsky, would you require any special arrangements to be made on the occasion of your wifes birthday? (Opportunity To Upsell A Bottle Of Wine/Champagne) Guest: Specifies any special requirements. 2. Confirming the reservation: Very Well Mr. Brizhinsky. We look forward to receiving you in a group of number of people specified at time specified on date specified. We can reach you at telephone number specified by the guest. Thank you for choosing to dine at name of the outlet. You were talking to server name. Have a pleasant day. 3. Reservation Policy: Server: Sir/Madam, We would keep your table for 15 minutes. After time hours we may have to release it for waiting guests. We will definitely seat you, but we cannot guarantee the time. 4. Unavailability of table: Server: we are sorry to inform you that all our tables are taken. Please allow us __ minutes and I can get a table ready for you. Meanwhile, would you like to have a drink at On The Rocks. 5. Escorting the guest: Server: Allow me to guide me to your table sir/madam. Walk about 2-3 steps ahead of the guest.

Server: I hope this table is fine with you sir/madam? Guest: Can you give me some other table? Server: Sir/Madam, We are packed to our capacity on our reservations today. However if there is unexpected cancellation, I will definitely reseat you. 6. Introducing yourself to the guest: Server: Hi, Im Server name. Ill be looking after all of you this evening/Ill be taking care of all of you this evening. 7. Beverage Order/Water Order: Server: Sir/Madam, Would you prefer a bottle of Perrier Sparkling water or Aquafina Bottled water? Guest: Orders accordingly. Server: Certainly sir, Ill be back with a bottle of Perrier in 2 minutes. In the meanwhile, you can have a look at our selection of single malts/wines by the glass or bottle/signature cocktails/beers. Hostess to present the menus immediately after seating the guest. Always present the menus open faced, with the menu of appropriate meal period. Hostess to take down the beverage order if, guest orders immediately after the menus are presented. 8. Removing extra cover: Server: Sir/Madam, Would there be anyone else joining you for lunch/dinner? Do not move the flower arrangement from the centre of the table, while removing the extra covers. 9. Beverage Order: a. Server: Sir/Madam, would like of have a glass of chilled Mexican Corona or an Italian Peroni beer? Or May I get you one of our signature cocktails Valhalla, which has red wine with apple juice and passion fruit syrup, with a little vodka floated on top? Always provide a short description for cocktails. Dont be pushy when you are suggesting. Offer options and leave the choice to the guest. Guest: I will have a valhalla Server: Thats great sir/madam! Ill be back with your cocktail in 5 minutes. b. Guest: What cocktails would you recommend? Server:

 If you like vodka our bartender makes a very good Caiprojska. If you like white rum, we make the best Mojitos in town. If you prefer fizzy cocktails, we have kir royale, which is sparkling wine with crme de cassis and a bucks fizz which is sparkling wine with orange juice. We have a good selection of daiquiris as well, which are available in strawberry, peach, kiwi and melon flavour Our bartender can also make something special like a B-52 shooter just for you. It is a layered cocktail, consisting of Kahlua, Baileys Irish Cream and Cointreau. If you want something refreshing yet strong, you can try out Long Island Iced Tea. The server may ask the guest his preference of alcohol, before recommending any cocktails. c. Guest: What whiskies do you have? Server: Our premium selection of Scotch is Johnnie Walker Blue Label & Chivas Regal Royal Salute. Our regular Scotch selection includes Johnnie Walker Black Label, Black & White, Black Dog & Teachers. Besides this, we also have Antiquity & Blenders Pride. Guest: I will have a Johnnie Walker Black Label. Server: Very well sir, would you like a single or a double? Guest: Single, please Server: What would you like your whisky with sir? Guest: I would like to have it on the rocks. Server: Very well Sir, your single Johnnie Walker on the rocks, will be served to you in 5 minutes. Server: May I recommend our specialty bar snack Jalapeno cheese poppers that will go very with your drink. (Similar phraseology to be followed when guest asks for Rum, gin, vodka, Tequila, Brandy or Single malt) 10. Serving Beverages: Server: Sir, your Single Johnnie Walker black label on the rocks (Serve the drink). Enjoy your drink, Sir. 11. Food Order:

Server: Sir, are you ready to place your food order? Guest: Yes please If the guest is ready to place the order, only suggest what would go well with the food he is ordering for. If the guest is not ready: Server: Certainly sir, please take your time, I didnt mean to rush you. If the guest is confused as to what is to be ordered: Server: Sir, if you are not sure, what is to be ordered, allow me an opportunity to construct a meal for you. Guest: Sure Server: Sir would you prefer having a vegetarian meal or a meat/seafood meal Guest: Vegetarian, but I am allergic to dairy products Server: Very well sir, I would recommend that you should start your meal with a name of the appetizer with description followed by a name of the main course with description and a name of the dessert with description. Guest: Yeah, that would be great! Server: Alright sir, your name of the appetizer would be served to you in 15 minutes. 12. Delay Management: a. When you have to buy time from guests: (When you have to keep the guest waiting for a table or When you know that food is going to be delayed due to some unforeseeable circumstances) Server: Sir, we are running to a schedule. Can you allow us __ minutes? Or Sir, I am sorry to tell you we are running to a schedule in the kitchen. My kitchen is requesting __ minutes more. I hope it is ok with Sir. b. When you know that there is a delay and customers are not aware about It: (when guests are unaware of standard preparation time.) Server: Excuse me ladies and gentlemen I know that we had promised that we will serve your food in __ minutes. Our chef is working on your food. It will be here in __ minutes. c. When guests complaints of delay in food/beverage. Server: I am sorry for that sir. Let me check with the chef. I will get back to you in a moment. (Always take care of such guests as they are most likely to complaint about the Food and Beverage service in general) Guest: Alright, no issues

Server: Thank you for your understanding, Sir. 13. Service of food & beverage: a. Soup Service: Serve from the right hand side of the guest if the soups are pre plated. Serve from the left hand side, if service is being done using a soup tureen. Server: Here is your name of the soup, Enjoy the soup Sir Once all the guests are through with the soup. Server: Sir, May I clear? b. Appetizer Service: Serve pre plated appetizers from the right hand side. Platter to plate or silver service to be done from left hand side. Server: Here is your name of the appetizer, Enjoy your appetizer Sir. c. Main course service: Serve pre plated main course from the right hand side. Serve platter to plate from left hand side. Server: Once the entire main course has been served Enjoy your meal, Sir. d. Dessert order taking / Service: Server: Sir, May I recommend a name of the dessert, its got ingredients with a short description a perfect dessert to end your meal. 14. Checking for meal satisfaction: Server: I trust you are enjoying the meal, Sir; Is there anything else that I can get for you? Guest: Yes it is wonderful (This is the direct feedback received when the guest is having the meal). 15. After dessert beverages: Server: Sir, A lovely way to end a fine meal is to have some herbal tea. May I get you a soothing green tea or a refreshing espresso to pamper your palette after this fine meal? Guest: Yes, I will have a double espresso Server: Very well sir, your double espresso would be served to you in __ minutes. 16. Check presentation: Guest: May I have the check please.

Server: Acknowledge the request and present the check to the guest within _ minutes. 17. Farewell: Server: Thank you very much Sir, It was a pleasure to serve you, hope to see you soon with us. If in house guest then: Server: I hope we made you feel at home, Sir. Enjoy your stay, looking forward to see you soon with us.