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Guide to Service Standards

Guide to Service Standards

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Published by: Tun Nonthapong on Sep 06, 2010
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11/16/2010

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The Charm Guide to

:

Service Standards
This manual will teach you: y y y y y How the role of Waiter fits into the business What the role of a Waiter 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: y y y y y y y y y y 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 still unsure, you must talk to your Manager.

Charm Bar and Restaurant Service Standards Page 1 of 9

06/09/2010 revision 1

they may clear tables.What do (good) Wait s actually do Waiting is a popular role found all over the world in all sorts of establishments At its most basic it is generally 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. clean and neat Good communication skills Good memory Polite and patient Friendly. Waiters make or break the guest experience no matter how good the food is. whether guests will respond better to a friendly conversational tone. do cleaning or other duties. 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 all about all the food items on the menu: their preparation and taste. which in turn makes a successful restaurant (and hopefully. such as bartending owever. or to cool. any quirks or special notes about items. they must be able to make suggestions that make sense. people never forgive bad service. great tips!) General Roles that Waiters may find themselves doing: y y y y y y y y y y 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. recommend wines to go with foods and above all be able to do this with confidence and charm. 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 kitchen This list is by no means inclusive! Personal Requirements for Waiters: y y y y y y y y y Well presented appearance smart. They have to be great judges of character to know how to approach and deal with a table. Great waiters make customers into regulars. later on. pour and top up wines. 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 Charm Bar and Restaurant <Document Title> Page 2 of 9 06/09/2010 <revision> £ ¤ ¤ ¤ ¢ £ ¡  £ ¥ . professional efficiency.

Make sure you commit to memory the following order of service: 1. Approach a table within 2 minutes of them being seated. Double-check your order on the system before sending it to the bar. If they are happy. food. immediately check to see if guests need any help with the menu. good afternoon/evening ) and give them menus. Once reception has seated guests at their table. as well as keeping various Points of Service in mind when you do so. If you are unsure what a customer is saying. and prawn crackers or edamame. Briefing times are 1145 and 1745. you need to make your best effort to greet the new table and communicate you will be right with them in a few moments. Immediately open the table tab on the EpoS system select the correct table! Enter the number of covers then. all waiters must collect their drinks from the service area and present to guests using a tray.The Order of Service Charm's Order of Service is the step-by-step guide which we want all our waiters to follow when dealing with guests. 6. It bears repeating that you should NEVER forget a table has been seated. A bad first impression will generally ruin guests' entire dining experience. Trays must be used at all times. order all drinks using seat number. While you will develop your own style when interacting with customers. instead say: Let check if we that 4. Always repeat back each order as you take it: if you Charm Bar and Restaurant <Document Title> Page 3 of 9 06/09/2010 <revision> . Always check your order ticket. 2. teamwork or any plans of action for the service ahead. Ask your guest(s) if they would like to order an aperitif. 7. Approach each table with a genuine smile. or about long cooking time. Ask the guests if they would like water (still or sparkling). explaining which one is which. Even if you are busy or you are with another table. Make sure the drinks are served to the table within a timely manner. make eye contact. that sets an expectation that we have to match and exceed for their return visit. This allows colleagues to deliver your order if you are busy. let guests know you will check with the kitchen. 5. even if it is only for one glass. use the relevant greeting ( Hello. When serving the pre-meal drink. To be consistent. Assist with any dietary requirements if you are unsure. or have any questions regarding certain dishes. they are your responsibility your primary responsibility. we don't get second chances. do not say: I don't know . We have put the Order of Service down in writing as the key to good service is consistency. a cocktail or glass of champagne. On returning to the table check guests need more time or ready to order. you must take care to follow every step in the Order. Repeat orders back to customers as they order to ensure the order is clear. THE TWO MINUTE RULE. You must be present dressed and ready for service. Take the first order (starters. for example. main courses and side dishes) with position written on your pad as you will hand this to pass operators. everyone must communicate and apply a standard level of service (an excellent standard!) All floor staff must be present at the briefings. any unusual ingredients. we are successful and that is the aim of the game! Don't forget that first impressions are the strongest. Ensure guests are told about the spiciness of various dishes. 3. The briefing is the time where floor staff will discuss any issues about service. All drinks will be made at the bar. When customers leave excited and happy.

Clear dirty dishes when all guests are completely finished. always offer tea/coffee. The pass operator will check with the kitchen on your behalf. 16. If the table is ready. Take dessert order. Always present dessert & coffee menus to guests this is to tempt guests who may not have thought about having either into ordering. 11. Ask if they would like tea or coffee with dessert or after dessert. before clearing dishes. 22. 14. Make sure all guests have the correct cutlery for next course. set the table appropriately. If guest asks for a second bottle of wine. Place order through the EPoS system. DO NOT FORGET TO SEND MAINS AWAY THROUGH THE EPOS SYSTEM 17. ask again for clarification. ask if they enjoyed their lunch/dinner then remove all dirty dishes from table. Place on table in the appropriate positions any extra cutlery or sharing plates that may be needed. Clear any empty glasses or anything that is not being used e.g. 20. Offer more drinks if needed.avoid saying Is everything okay as that usually results in poor feedback. then check back with the table. name e every dish and/or sauce accompanying. inform the guests that you will have to check with the kitchen if this is possible. Once everyone has finished eating. Clean the table with a clean wet cloth. two trips are better than accidents. Only when everyone has finished their starters can you begin to clear dirty plates (except if guests hand them to you if there is not enough space on the table). 19. Do not try and carry too many items at one time. 18. When serving main courses. Once again. 12. special requests. repeat back the order to confirm and avoid mistakes. Ask an open ended question such as How is the food? . Do not be too insistent on asking for guests' opinions as that may seem overbearing. 27. take a clean glass with you for tasting. How is your Sea Bass or Curry Sir/Madam? . Place the appropriate tableware for the desserts ordered on the table. check that all items ordered are present and corr ct.are unsure or don t understand something. When you place food on tables. using kitchen instructions/free text for any allergies. 8. 9. Charm Bar and Restaurant <Document Title> Page 4 of 9 06/09/2010 <revision> . Promptly serve or top up wine/water and any further drinks that are ordered. empty glasses and bottles. It is easier to confirm special requests such as cooking temperatures at this point rather than later. liqueurs and digestifs. If there are any special requests. then dry it with a clean napkin. 15. Main courses should take no longer than 20 25 minutes. 10. If any problems occur refer them to a Manager. 24. or changes. Server desserts and coffees. Wait several minutes. name the dish with sauce accompanying it. If guests just have main courses. Regular visual check to see if guests need anything. Do not forget: Enjoy/Enjoy your meal 21. Order the dishes through the EpoS system according to seat positing. Give the hand written order to the pass operator. 13. noting if customers would like coffee/tea with or after their dessert. Take more drink orders if needed. Keep your Manager informed of any delays. 26. After several minutes again. but try not to be too intrusive. this is the most convenient time to an order for wine. etc. check back with guests. 25. 23. however during the busy periods they may take longer.

be as helpful as possible. 30. but do not hover. Thank your guest(s) and wish them a pleasant afternoon/evening. Do you want your change? Inform guests: I will be right back with your change . Invite them back with Hope to see you again soon 33. When guests are entering their PIN. do not turn around. you will need to fetch the payment terminal and bring it to the table. as they haven t left the restaurant yet.28. 32. or make eye contact with other guests on the table. For cash payments. Always place the bill in front of the person who requested it. Always get the section waiter to check it first. always return with change. Never present a bill to a table that isn t yours. never offer to bring it. The bill should be presented in a holder. For credit/debit card payments. 29. 31. Do not take the card with you. Charm Bar and Restaurant <Document Title> Page 5 of 9 06/09/2010 <revision> . Some guests may need guidance to the toilets/exit. Wait to be asked for the bill. Stay nearby when they have the bill. Open the table on the EpoS system and check it before presenting it. or something similar that makes it look as if you are ignoring the table look around the table. stare into the distance. Never ask. Be observant.

and how long you will be. y Speak English only during service. y You must know all house beverages and their prices. y Never challenge or argue. pad. listen to the answer and fix whatever needs fixing. Things to think about: î What they need at any particular moment î What they no longer need î What they may need very soon y Communication with other members of the floor staff team is the key to a successful service. ask a manager. Things you should share with them: î Special guest needs î If you need help î Location of the host of a table î Billing requests y Your uniform must include 2 pens. y Allow guests to go ahead of you in the dining room at all times. waiter's friend at all times. y You must not drink or eat in view of guests. y Only two staff members should be seen talking together at any one time in the restaurant. y When you ask how things are going ( How is everything? or How was the meal? ). General Knowledge y You need to know the full menu and correct cutlery changes. y Never say I don t know without following with I ll find out y Do not lean.Points of Service You should also read through and absorb the following points of service things you will need to know to be a great waiter at Charm. without informing the manager where you are going. In the case of food or drink. and how to open champagne. looking at tables is not enough. if you are unsure. joke or story telling wait for the right moment. y You must not smell of perfume or tobacco smoke. Learn some standard recommendations from each section of the list. even if you know that the guest is wrong. taste whenever it is appropriate to do so. If you do have to talk together. make sure you face guests to keep an eye on the dining room. or anyone else's! y Don t touch customers! y Try not to "crowd" guests by having too many people at one table. maximum 3 at all other times. as well as policy and training notes you will need to learn. y Maintain eye contact. Service Etiquette Charm Bar and Restaurant <Document Title> Page 6 of 9 06/09/2010 <revision> . apologise and ask whether they want to order something different. y Try to avoid interrupting conversations. simply remove it. Conduct y Great service is all about thinking like a guest. Never ignore a guest. Maximum 2 waiters presenting food to up to a table of six. Familiarise yourself with the wine list. even if it is only for 30 seconds. y You will need to know how to open a bottle of wine using a waiter's friend. Hold doors open for guests whenever you can. Hands must never find their way in to your pockets. y Never leave the floor.

especially watch to make sauces and towered dishes do not spill out. Never place a tray on any table during service. verbally state each dish as you present it to allow guests to confirm they have the correct dish. stack and scrape away from the guest. If you are in any doubt. Replace napkins if they drop on the floor. but always check when unsure. We are responsible for any injuries sustained.y y y y y y y y y y y y y y y y y y y y y y y y y Never pass menus across the table.) Never mix beverages at the table When dishes are presented. Always go around to the side of the table. Extremely soiled napkins should be removed and fresh ones offered. If a guest happens to break something. Never clear plates from a table until you are sure that the entire party has finished eating. Trays are the only acceptable means for moving glasses around the restaurant during service. Never stack plates on the table. also remember to crumb chairs and the banquettes. insist on picking it up. either verbally or by gently tapping them on the back. If a guest wishes to remove a jacket. always offer to take it to the cloakroom for them. All leftover food is to be scraped into rubbish bin and all cutleries are placed into dishwasher tray. If you are extremely busy. Deliver plates straight to the wash-up area. Plates are to be taken to the pot wash area. your colleagues in back of house have a demanding job. Place plates down gently. whether it is their fault or not. Try to approach from the right hand side of the guest. fold their napkin and place it on the table for them. If it is very bad and it is possible. There are only two exceptions: î A plate has been pushed to one side by a guest î A guest asks you to clear away their plate. to prevent any accidents. clean it as soon as possible. Indicate to other members of staff when you are approaching from behind. Never leave anything on the table that does not have to be there. ask for help or make more than one trip to a table. Never clear more plates than you can carry. etc whilst in the restaurant. cutlery etc. ask first. The trays are only for clearing the occasional glasses. Be considerate when clearing dirties. Never carry more than two plates on one arm. Open all bottled beverages (with the exception of wine) before you get to the table. Charm Bar and Restaurant <Document Title> Page 7 of 9 06/09/2010 <revision> . Keep plates level. Pour all beverages for guests (unless otherwise requested by guest not to. Always warn the guest if the plate is hot for safety reasons. move the guests to another table. check to make sure nothing has been forgotten like side dishes. finger bowls. When clearing the tables. Always check under tables for dirty linen when resetting. If a table becomes soiled by a spill. When a guest leaves the table temporarily.

y If at anytime you are unsure about something or find yourself in an awkward situation. get a manager. y Inform a manager if a guest should request anything you are unsure about. y Any unfinished/returned dish must be shown to the head chef before it is thrown out. always ask the guest if everything was satisfactory with the food. You will never be scolded for communicating. or hesitate when answering yes but are clearly unhappy. y If a dish remains uneaten or only half eaten. y If you feel that you have done something wrong. y y If you feel that a guest has been waiting too long for their food. just ask. inform the manager/head waiter immediately. even if you think it is a complete disaster. Charm Bar and Restaurant <Document Title> Page 8 of 9 06/09/2010 <revision> ¦ . Do not assume. y If you get a complaint about anything. inform a manager. You will need to know how to read the signals given off by guests. please tell the manager immediately. If they say no. find a manager immediately.Feedback y Feedback is essential and if you hear any negative or positive points raised by a guest inform a manager.

They are not there to berate.The End After reading this guide. please talk to your manager. Charm Bar and Restaurant <Document Title> Page 9 of 9 06/09/2010 <revision> . the way that we would like service at our restaurant to be carried out and have picked up on some points that will help you give the most professional and consistent service you can. If you are still unsure about any aspect of your training or have need some help with a skill that you need. but to help you carry out your job with enthusiasm to the best of your ability. you should understand the requirements and traits that all great waiters must have.

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