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Guide to Service Standards

Guide to Service Standards

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Published by Bhoy Amores

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Published by: Bhoy Amores on Sep 04, 2011
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04/13/2012

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The Woodside Guide to:
Service Standards
This manual will teach you:
 
How the role of service staff fits into the business
 
What the role of a server is
 
The importance of Service Standards in our business
 
How to prepare for Service, How to take care of guests and what to do after guests leave
 
What personal skills will be required of you
Before you start
Quickly check with yourself if you can:
 
Handle a tray with glasses on?
 
Hold glasses properly?
 
Carry plates properly?
 
Set up a table?
 
Maintain a table?
 
Clear a table?
 
Talk to guests?
 
Take orders?
 
Communicate with other team members?
 
SMILE, SMILE, SMILE?
These are the essential skills that you need to learn
 –
if, by the end of reading this guide, you are stillunsure, you must talk to your Manager.
What do (good) Waiters actually do?
 Waiting is a popular role, found all over the world in all sorts of establishments. At its most basic, it isgenerally to take and deliver the food and beverages ordered by customers. Depending on type of venue, he or she may also greet and seat guests or prepare initial drinks; later on, they may cleartables, do cleaning or other duties, such as bartendingHowever, a good waiter knows that their role is much more than this
 –
it is the essential part of providing enjoyment for every one of the establishment's guests. Good waiters have to know allabout all the food items on the menu: their preparation and taste, any quirks or special notes aboutitems, they must be able to make suggestions that make sense, recommend wines to go with foodsand above all be able to do this with confidence and charm. They have to be great judges of character
 –
to know how to approach and deal with a table, whether guests will respond better to afriendly conversational tone, or to cool, professional efficiency.Waiters make or break the guest experience
 –
no matter how good the food is, people never forgivebad service. Great waiters make customers into regulars, which in turn makes a successful restaurant(and hopefully, great tips!)
 
2
General Roles that Waiters may find themselves doing:
 
Set tables
 
Meet and greet
 
Seat customers and provide them with menus
 
Provide information and suggestions on the food and wine available
 
Take customers’ orders and pass them to kitchen staff or bar attendants
 
 
Open, pour and top up wines, serve drinks
 
Providing regular checks on the table for additional customer requirements
 
Make up bills and present them to customers
 
Handle money or credit/debit cards
 
Clear tables and return dishes and cutlery to kitchenThis list is by no means inclusive!
Personal Requirements for Waiters:
 
Well presented appearance
 –
smart, clean and neat
 
Good communication skills
 
Good memory
 
Polite and patient
 
Friendly, efficient and speedy
 
Enjoy working with people
 
Able to work as part of the team
 
Prepared to work weekends and evenings
 
Able to handle money
The Order of Service
 Charm's Order of Service is the step-by-step guide which we want all our waiters to follow whendealing with guests. While you will develop your own style when interacting with customers, youmust take care to follow every step in the Order, as well as keeping various Points of Service in mindwhen you do so. We have put the Order of Service down in writing as the key to good service isconsistency. When customers leave excited and happy, that sets an expectation that we have tomatch and exceed for their return visit. To be consistent, everyone must communicate and apply astandard level of service (an excellent standard!)All floor staff must be present at the
briefings
. The briefing is the time where floor staff will discussany issues about service, food, teamwork or any plans of action for the service ahead.Briefing times are 1145 and 1745. You must be present dressed and ready for service.Once reception has seated guests at their table, they are your responsibility
 –
your primaryresponsibility. If they are happy, we are successful
 –
and that is the aim of the game! Don't forgetthat first impressions are the strongest; we don't get second chances. A bad first impression willgenerally ruin guests' entire dining experience.Make sure you commit to memory the following order of service:
 
3
1.
 
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.
 3.
 
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”
 4.
 
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 

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