THE TWO MINUTE RULE.
Approach a table within 2 minutes of them being seated. Even if you are busy or you are with another table, you need to make your best effort to greet thenew table and communicate you will be right with them in a few moments. It bearsrepeating that you should NEVER forget a table has been seated.2.
Approach each table with a genuine smile, make eye contact, use the relevant greeting
(“Hello, good afternoon/evening”) and give them menus, explaining which one is which.
Ask your guest(s) if they would like to order an aperitif, for example, a cocktail or glass of champagne. Ask the guests if they would like water (still or sparkling), and prawn crackers oredamame. Repeat orders back to customers as they order to ensure the order is clear. If youare unsure what a customer is saying, do no
t say: “I don't know”, instead say: “Let check if we that”
Immediately open the table tab on the EpoS system
select the correct table! Enter thenumber of covers then, order all drinks using seat number. This allows colleagues to deliveryour order if you are busy. Double-check your order on the system before sending it to thebar.5.
Make sure the drinks are served to the table within a timely manner. All drinks will be madeat the bar; all waiters must collect their drinks from the service area and present to guestsusing a tray. Always check your order ticket. Trays must be used at all times, even if it is onlyfor one glass.6.
When serving the pre-meal drink, immediately check to see if guests need any help with themenu, or have any questions regarding certain dishes. Ensure guests are told about thespiciness of various dishes, any unusual ingredients, or about long cooking time. Assist withany dietary requirements
if you are unsure, let guests know you will check with thekitchen. On returning to the table check guests need more time or ready to order.7.
Take the first order (starters, main courses and side dishes) with position written on your padas you will hand this to pass operators. Always repeat back each order as you take it: if youare unsure
or don’t understand something, ask again for clarification. It is easier to confirm
special requests such as cooking temperatures at this point rather than later. If there are anyspecial requests, inform the guests that you will have to check with the kitchen if this ispossible. The pass operator will check with the kitchen on your behalf. If any problems occurrefer them to a Manager.8.
If the table is ready, this is the most convenient time to an order for wine. Once again, repeatback the order to confirm and avoid mistakes.9.
Order the dishes through the EpoS system according to seat positing, using kitcheninstructions/free text for any allergies, special requests, or changes.10.
Promptly serve or top up wine/water and any further drinks that are ordered.11.
If guest asks for a second bottle of wine, take a clean glass with you for tasting.12.
Place on table in the appropriate positions any extra cutlery or sharing plates that may beneeded. If guests just have main courses, set the table appropriately.13.
When you place food on tables, name the dish with sauce accompanying it.14.
Wait several minutes, then check back with the table. Ask an open ended question such as
“How is the food?”
avoid saying “Is everything okay” as that usually results in poor
feedback. Do not be too insistent on asking for guests' opinions as that may seemoverbearing.15.
Only when everyone has finished their starters can you begin to clear dirty plates (except if