THE WESTIN

TAIPEI

CHURCHILL
SEQUENCE OF SERVICE
1. SERVICE OF COCKTAIL Manager/Host will: - greet the guest at the podium - escort the guest to the table the guest are already seated at the table introduce to Waithelp and inform the specific Waithelp will in charge of the service process

Host/ ait!el" will: - approach the table and greet the guest - assist the guest to be seated and introduce themselves to the guest - approach the table with the drink/snack menu in hand - advertise and merchandise the drink/snack menu – up-sell our product - allow time for guests to make the choice - take the beverage order first---La#$ %irst& Host last - use scratch pad to take the beverage order and thank the guest for the beverage order - take the drink/snack menu back to the station - post the beverage order onto the Micros in case of the Micros is out of order then use the “Captain Order - pick up and assemble the beverage order from the bar - control the !uality of the beverage order - serve the beverage order to the guest efficiently - wish guest en"oy his drink - check the status of the drink and ask him if he wishes to order another drink

'. SERVICE OF THE S(ACK
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I% g)est *!oose t!e sna*+ ,en) Manager/Host will: - greet the guest at podium - escort the guest to the table - sit the guest at the table - introduce the guest to Waithelp and inform the specific Waithelp will in charge of the service process - unfold and present the napkin to the guest Host/ ait!el" will: - approach the table and greet the guest - serve the hot face or hand towel - collect the hot face or hand towel back - approach the table with the drink/snack menu in hand - advertise and merchandise the snack menu$upselling our product - allow time for guests to make the choice - take the snack order – La#$ %irst& Host last - use scratch pad to take the snack order and thank the guest for the snack order - take the drink/snack menu back to the station - post the food order onto the Micros in case of the Micros is out of order then use “Captain Order - pick up the food order from the kitchen on the service tray - control the !uality of food item - handle the flatware during the service - handle china% placing a plate on a guest table - place plates of food in front of the guest &logo facing to the guest' - check the empty glasses and offer the second drink &if needed' - remove the empty glasses - return to the table during the service of the meal - guest leaving the table momentarily - folding the napkin for the guest and place the napkin on the table - clear tables when the guests are still seated - remove the plate when the guest finish his meal - in!uire the guest if he wishes to have some more coffee or tea or other drinks or dessert () SERVICE OF L-(CH .-FFET
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Manager/Host will: - greet the guest at the podium - escort the guest to the table - sit the guest at the table - introduce the guest to Waithelp and inform the specific Waithelp will in charge of the service process - unfold and present the napkin to the guest Host/ ait!el" will: - approach the table and greet the guest - serve the hot face or hand towel - collect the hot face or hand towel back - approach the table with the drink/snack menu in hand - ask the guest if he wishes to have a fresh s!uee*ed "uice or a soft drink or a mineral water before he wishes to place his food order - create the pleasant conversation with the guest while taking the food and beverage orders) - advertise and merchandise the “+unch ,uffet ---upsell the daily speciality) - invite the guest to the display counter &if applicable' - allow time for guests to make the choice - take the food order – La#$ %irst& Host last - use scratch pad to take the food order and thank the guest for the food order - retrieve the drink/snack menu back to the station - post the food order onto the Micros in case of the Micros is out of order then use “Captain Order - invite the guest to visit our display counter - assist the guest to carry the plate to his table - control the !uality of food item at the buffet counter - handle the flatware during the service - place plates of food in front of the guest &logo facing to the guest' - wish the guest en"oy his meal - check the empty glasses and offer for the second drink &if needed' - remove the empty glasses - return to the table during the service of the meal - guest leaving the table momentarily - clear tables when the guests are still seated -./01 C+0-1234 /50 627507
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Waithelp will9 - crumb the table &if needed' - present the drink/snack menu to the guest - assist guest in selection of dessert - take the dessert/coffee or tea order - take the drink/snack menu back to the station - post the dessert/coffee or tea order onto the Micros - add and place cutlery on the table for dessert service &if applicable' - pick up the dessert order from the kitchen on the service tray - serve the dessert order - serve the coffee or tea order A%ter a w!ile an# a%ter *leaning t!e #essert #is! ait!el" will: - ask guest if he re!uired additional service - ask guest for his comments - serve the hot face or hand towel - collect the hot face or hand towel .ILL /RESE(TATIO( I% "ositi0e 1$es2 ait!el" will: - go to the Micros and print out the bill for the guest - check if the bill is correct &table number% cover% food and beverage items' - place the bill &face-down' in the bill folder - present the bill to the guest with a pen% and place it on the right hand side of the guest &or wherever possible' - /he bill folder will be presented 3*lose#4 to the guest ait 5$ t!e ta5le %or I% t!e g)est is o)r roo, g)est ait!el" will: :) Check signature #) Check 3ame in print () Check 1oom number 8) 4o to the Micros to post and re-check if all these information are correctly% then settle the bill ait 5$ t!e ta5le %or I% t!e g)est is not o)r !otel roo, g)est
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ait!el" will settle t!e 5ill in t!e %ollowing ,et!o#s o% "a$,ent: Cas! Check the amount of cash is correct /hank the guest for payment with smiles 7tep behind the guest and count the amount is correct -pproach to the Micros and close the bill Cre#it Car# /hank the guest for payment with smiles% and collect the credit card -nnounce the credit card i)e) /hank you your -merican 0<press Card% 7ir/Madame -pproach the counter and check the e<pire date is valid 7lide the credit card through the machine Wait for the voucher Check the amount of payment/date is correct =resent to the guest in the bill folder with a pen =resent the folder to the guest 3*lose4 7tep behind the guest and waiting his signature Check the signature is matching the card>s signature Collect the merchandise copy in a courteous and discreet manner /hank you the guest for payment with smiles)

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As+ g)est i% !e nee# t!e *o,"an$ I.6. (),5er %or t!e go0ern,ent in0oi*e 1I% 3nee#e#42 IF (EE6E6:
-sk the guest for the company 2)6) 3umber -pproach to the counter and settle the bill Ret)rn an# gi0e t!e g)est t!e *re#it *ar# 1*o"$2 one wit! t!e go0ern,ent in0oi*e 1original2 two "ages thank the guest for the payment with smiles) assist guest in leaving table check for any personal item left behind Waithelp or 5osts bid farewell to departing guests Manager or -ssistant bid farewell to departing guest at the podium and thank them for their patronage Wish the guest have a nice day and hope to see the guest again soon
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ATTE(TIO( ALL: E0er$ sta%% %ollows t!e 3e$e-*onta*t 3 wit! s,iles w!ile 5i#ing %arewell t!e #e"arting g)ests Waithelp proceed to clean tables and reset the tables

7. SERVICE OF FOO6 FROM THE 6IS/LA8 CO-(TER
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Manager/Host will: - greet at the podium by 5ost/Manager - escort the guest to the table - sit the guest at the table - introduce to Waithelp and inform the specific Waithelp will in charge of the service process - unfold and present the napkins for the guest Host/ ait!el" will: - approach the table and greet the guest - serve the hot face or hand towel - collect the hot face or hand towel back - approach the table with the snack menu in hand or suggest food on the display counter - advertise and merchandise the snack menu or escort the guest to the display counter &if applicable' - allow time for guests to make the choice - take the food order---La#$ %irst& Host last - use scratch pad to take the food order and thank the guest for the beverage order - take the snack menu back to the station - post the food order onto the Micros in case of the Micros is out of order then use “Captain Order - serve the food order to the guest efficiently &assist the guest to carry the plate to his table' IF 9-EST TAKE FOO6 FROM THE 6IS/LA8 CO-(TER ait!el" will: - invite the guest to help himself to the buffet I% g)est *!oose sna*+ ,en) ait!el" will: - post the food order onto the Micros in case of the Micros is out of order then use “Captain Order - pick up the food from the display counter on the service tray - control the !uality of food item - handle the flatware during the service - handle china% placing a plate on a guest table - place plates of food in front of the guest
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check the empty glasses and offer for the second drink &if needed' remove the empty glasses return to the table during the service of the meal guest leaving the table momentarily clear tables when the guests are still seated

AFTER CLEARI(9 THE 6ISHES ait!el" will: - crumb the table &if needed' - present the dessert menu to the guest - assist guest in selection of dessert - take the dessert/coffee or tea order - take the dessert menu back to the station - post the dessert/coffee or tea order on the Micros - place cutlery on the table for dessert service &if applicable' - pick up dessert from kitchen on the service tray - serve the dessert order - serve the coffee or tea order A%ter a w!ile an# a%ter *leaning t!e #essert #is! ait!el" will: - ask guest if he re!uired additional service - ask guest for his comments .ILL /RESE(TATIO( I% "ositi0e 1$es2 ait!el" will: - go to the Micros and print out the bill for the guest - check if the bill is correct &table number% cover% food and beverage items' - place the bill &face-down' in the bill folder - present the bill to the guest with a pen% and place it on the right hand side of the guest &or wherever possible' - /he bill folder will be presented “closed to the guest ait 5$ t!e ta5le %or

I% t!e g)est is o)r !otel roo, g)est
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ait!el" will: ;) Check signature ?) Check 3ame in print @) Check 1oom number A) 4o to the Micros to post and re-check if all these information are correctly% and settle the bill ait 5$ t!e ta5le %or I% t!e g)est is not o)r !otel roo, g)est ait!el" will settle t!e 5ill in t!e %ollowing ,et!o#s o% "a$,ent: Cas! Check the amount of cash is correct /hank the guest for payment with smiles 7tep behind the guest and count the amount is correct -pproach to the Micros and close the bill Cre#it Car# /hank the guest for payment with smiles% and collect the credit card -nnounce the credit card i)e) /hank you your -merican 0<press Card% 7ir/Madame -pproach the counter and check the e<pire date is valid 7lide the credit card through the machine Wait for the voucher Check the amount of payment/date is correct =resent to the guest in the bill folder with a pen =resent the folder to the guest 3*lose4 7tep behind the guest and waiting his signature Check the signature is matching the card>s signature Collect the merchandise copy in a courteous and discreet manner /hank you the guest for payment with smiles)

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As+ g)est i% !e nee# t!e *o,"an$ I.6. (),5er %or t!e go0ern,ent in0oi*e 1I% 3nee#e#42 IF (EE6E6:
-sk the guest for the company 2)6) 3umber -pproach to the counter and settle the bill
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Ret)rn an# gi0e t!e g)est t!e *re#it *ar# 1*o"$2 one wit! t!e go0ern,ent in0oi*e 1original2 two "ages thank the guest for the payment with smiles) assist guest in leaving table check for any personal item left behind Waithelp or 5osts bid farewell to departing guests Manager or -ssistant bid farewell to departing guest at the podium and thank them for their patronage Wish the guest have a nice day and hope to see the guest again soon

ATTE(TIO( ALL: E0er$ sta%% %ollows t!e 3e$e-*onta*t 3 wit! s,iles w!ile 5i#ing %arewell t!e #e"arting g)ests Waithelp proceed to clean tables and reset the tables

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CHURCHILL
SEQUENCE OF SERVICE 3CI9AR SERVICE4
ait!el" will: - introduce Churchill Cigar 7howroom - escort the guest to the Cigar 7howroom &i% t!e g)est "re%er to 0isit t!e *igar s!o"2 IF THE 9-EST THI(K IT IS -((ECESSAR8 ait!el" will: - escort the guest to the table - present the cigar list suggest selection of cigar to the guest suggest selection of after-meal drink to accompany the cigar advertise and merchandise the cigar brand/li!uor take the cigar/li!uor order approach the Cigar 7howroom to get the cigar prepare necessary accessories on the service tray i)e) cutters% cigar lighter% cigar matches% cigar ashtray prepare maga*ine and newspaper &if needed' i)e) Cigar -ficionado% 7moke% Wine 7pectator% 6aily newspaperDetc) present the cigar in front of the guest announce the cigar brand/si*e matching the guest>s order cut the cigar cap for the guest &if needed' light the cigar>s foot for the guest &if needed' present to the guest and wish guest to en"oy the cigar time

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SEQUENCE OF SERVICE
3Cl)5 Ser0i*e4
I. SERVI(9 A CHIVAS RE9AL SCOTCH A(6 SO6A - after taking the order from the guest /he Waithelp will - use the scratch pad to take the beverage order - punch onto the “Micros in case the Micros is out of order then write the “Captain Order pad - place the order at the bar /he ,artender will - pour a “measure of Chivas 1egal 7cotch in a small crystal glass decanter - pour in a “large crystal glass decanter% carbonated soda water - provide the Waithelp with a high ball glass with ice cubes inside Waithelp will place on the service tray - : high ball glass with the ice cubes inside - : large decanter containing the soda water - : small decanter with 7cotch - # coasters - : cloth cocktail napkin - : stirrer Waithelp will - approach the guest table - place a coaster in front of the guest&logo facing the guest' - place the high ball glass on the coaster - pick up the small decanter of Chivas 1egal - announce the drink i)e) “ Eour Chivas 1egal 7cotch% 7ir - proceed to pour the Chivas 1egal in the high ball glass and in!uire if the guest wishes to have the entire measure of 7cotch poured into the glass - i% 3"ositi0e4 Waithelp will - pour the entire content of scotch into the glass and place the empty

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decanter on the service tray - if only a portion of the measure is poured Waithelp will - pour 3!al%4 of the measure of scotch - place a coaster on the table on the upper right side of the glass - place the small decanter on the table - start to pour the soda water in the high ball glass - ask the guest which !uantity of soda to be poured - place a coaster ne<t to the decanter of scotch &logo facing the guest' - place the decanter of soda water on top of the coaster - place a cloth cocktail napkin on the right side of the high ball glass&logo facing the guest - pick up the stirrer% lightly and gently stir in the clockwise direction for the guest - place the stirrer “flat in the middle of the top of the cocktail napkin Waithelp will then say i)e) – “0n"oy your Chivas 1egal and soda% 7ir or - “ 0n"oy your drink% 7ir Waithelp will also Feep “eye contact and when the time has come% will approach the guest>s table and assist the guest - in pouring the remaining of the scotch - in pouring additional soda water &if applicable' - in placing additional ice cubes in the glass& if applicable' ATTE(TIO( ALL: Re,o0e t!e e,"t$ #e*anters i,,e#iatel$ wit! s,iles w!ile t!e g)est %inis!ing !is #rin+. Meanti,e& in:)ire an# )"sell t!e g)est i% !e wis!es to !a0e anot!er #rin+ in a #is*reet an# "ro%essional ,anner.

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