Bali Hospitality Professional Services F&BSEQUENCEOFSERVICE GreetingtheCustomer CriticalSteps: Acknowledgethecustomerquickly. Greetthecustomerinafriendlyandnaturalway. Usethecustomer'snameifyouknowit. Beawareofthecustomers'particularneeds. Procedure: 1. Greettheguests. 2. Remembertowalktomeettheguest(s)inthefoyer whentimeallows.

llows. Offertohangcoatsupfortheguest.

Escortgueststotheappropriatetable. Remembertowalktochairclosesttowindows. Pullchairforeldestladyguest,andanyotherguests youhavetimefor. Presentfoldedmenus. Removeanyextraplacesettingsifnecessarytogive guestmaximumspace. Adjustremainingplacesettingsifnecessarytogive guestmaximumspace.

3.

Makesurethatserverknowstheguesthasbeenseated.

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Bali Hospitality Professional Services SEQUENCEOFSERVICEcontinued TakingtheOrder CriticalSteps: Bealerttocustomerneeds. Knowthemenu,ingredients,andpreparationmethods. Bepreparedtomakesuggestionsandrecommendations. Useasystem. Procedure: 1. Greetguestsanddescribespecials. Suggestivesaleabeverage:"Wouldyoucareforaglassof chardonnayormerlot?" 2. Servertakesbeverageorderstartingwitheldestladyguest andcontinuingclockwisearoundtable. PlacebeverageorderinMicrosandService.

3.

4. Presentbeveragesontherightsideoftheguestwiththe right hand. 5. Takefoodorder(table#,seat#,etc.) Allentreescomewithachoiceofthehousesaladorhouse soup.

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Bali Hospitality Professional Services Whentakingtheentreorder,askeachguestordering anentreiftheywouldlikeourhousesoupwhichis ___orthehousesaladwiththeirmeal.

IntheentreboxontheorderpadwriteHsoupor Hsaladnexttothecorrespondingseat. HsouporHsaladisfoundintheappetizerscreenin Micros. 6. Seat#1fora2topisalwaysontheserversleft. Atallothertables,Seat#1isclosesttoPDR. Note:Ithelpstocheck"86"boardpriortotakingorder. Suggestwinewithmealandtakewineorder.

7. Removebaseplatesandmenuswhenorderforappetizers andentreesarecompleted. 8. 9. PlaceorderinMicrosandPrint. Bringallapplicablesilverwareandwineglassesneeded.

10. Deliverbreadandbutterbutter.Thereshouldbeoneroll foreachguestatthetable. ServingtheMealandMaintainingService CriticalSteps: Makesureeachdishiscomplete. Serveeveryoneatthesametime. Servechildrenandwomenfirst. Servefromleft,removefromright.

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Bali Hospitality Professional Services Checkbackinfirstfewminutes. Beobservantoffoodnoteaten. Cleanandclearconstantly. Resupplybeveragesandcondiments.

Procedure: 1. Clearanyemptyglassesandreplenishbeverages. Clearallglasswareandservicewarefromtheright. Keepallcoffee,tea,andwaterglassesfull. Forsodas,automaticallybringrefillsuntiltheguestsays nomore.Donotremoveglasseswithsodainthem.Bring newglassofsodabeforeremovingemptysodaglassthen

2. 3.

setnewglassdownandremoveoldglass. Checkbreadandbutter. Present,uncork,wipebottlewithcleanclothandservewineif ordered,unlessguestspecifieswhenwineshouldbeserved. Wineisservedtowomenfirst,thenmeninclockwise fashion.(Unlessthewomanorderedthewine).

4.

Properorderforcourses: Appetizersaladforkandknife. Souphearty/creamsoupusesapastaspoon;clearsoup usesabouillonspoon. Saladsaladforkandknife Entreedinnerforkandknife(doyouneedapasta spoonorsteakknife?). Beveragesredwine,whitewine,dessertwine,

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Bali Hospitality Professional Services champagneflute,beer(pilsner)glass.Mineralwater isservedchilled.

5.

Servefirstcourse.Serveallcoursesfromtheleft. Serveladiesfirst,thenmenincounterclockwise fashion.

6. 7.

Checkbackwithintwobitesortwominutesineachcourse. Clearthefirstcoursewhenallarefinished.Clearallunused silverwareforthatcourse. Refillbreadandbutter. Remember,ifsomeonepusheshis/herplateaway,or asksyoutotakeit,youmaytakeitearly. Readthetableforadditionalbeverageneeds,breadand etc.Bringthesilverwarerequiredforthenextcourse.

8.

9. butter,

10. Serveeachcourseinsuccession,servingtheeldestladyfirst andcontinuingcounterclockwise. Remembertooffergroundpepperwiththesalad course.

11. Cleareachcoursewhenallarefinishedandremoveunneeded silverware,soiledplates,andglassware.

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Bali Hospitality Professional Services 12. Checkonbeverages,water,bread/butterthroughoutthemeal. Remembericeteashouldbewelliced.Ificeismelted, presentafreshglass. 13. Whenclearingentreeplates,removebread/butter,saltand pepper. 14. Priortodessert,thetableshouldhaveonly: flower/candle possiblecreamandsugar beveragestheguestsarefinishing.

15. Printcopyofchecktocheckforaccuracyandtohaveoneready incaseguestsdonotwishtoorderdessertorcoffee. 16. Crumbtable. 17. Presentthedessertcarttothetable.Takedessert,coffee, anddessertwineorder. Remembertosuggestportordessertwine.

18. PlacedessertorderintoMicrosandPrint. 19. Bringappropriatedessertsilverware,coffeecups,andsaucers (doiliesondecaf). Bringcreamandchecktobesuresugarisontable. Considerbringinganextraforkorspoonifyouthink guestsmaywishtoshareadessert.

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Bali Hospitality Professional Services 20. Servedessertand/orcoffeeand/ordessertwine.Pourcoffeeat table.Neverprepourcoffeeinthekitchen. 21. Afterdessert,clearsoiledplates,glassware,andsilverware. 22. Tableshouldhaveonitonlywhatisbeingused.Refill coffee,beverages,andwaterasneeded.

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Bali Hospitality Professional Services SEQUENCEOFSERVICEcontinued PresentingtheCheckandSayingFarewell CriticalSteps: Checkshouldbeaccurateandlegible. Timecheckdeliverycarefully. Knowtherestaurant'spolicyonpersonalchecksand creditcards. Nevercountyourtipuntilthecustomerhasleft. Thankthecustomerandsellareturnvisit. Procedure: 1. Presentcheck. Printcheckfirstandcheckforaccuracy.Present checkwithdessertand/orcoffeeservice. Note:ifnodessert,checkshouldbereadytopresent immediately(havecheckinyourpocket). 2. 3. Collectcheckandcash/creditcardwhenvisible. Returncorrectchangetotableorhaveappropriatepersonsign creditcardvoucher. Guestreceivesacopyofthecreditcardvoucher,the restaurantreceivestheother. Pickupsignedcopyofcreditcardvoucher Thankguestsandbidfarewellsellreturnvisit!!! Beforeguestsareoutthedoor,scantableandsurrounding andchairstomakesureguestshavenotforgottencoats,

floor

4. 5.

purse,

umbrella,pen,etc. 6. Takechecktocashiertobeclosed.
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Bali Hospitality Professional Services 7. Resettableasneeded.

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Bali Hospitality Professional Services SEQUENCEOFSERVICEcontinued RemindersthroughouttheMeal Servefromtheleft,clearfromtheright. Checktoseethatbeverageglassesarefull(coffee,water,iced tea). Deliverbreadandbutterbeforeappetizercourseorbyrequest theguestwouldlikebreadsooner. Checkforcorrectsilverware,glassesfornextcourse.Remove anythingnotneeded. Check"86"boardregularly. DoublecheckordersbeforesendinginMicros. Checkprintedcheckforaccuracy. Thebreadsusedintherestaurantare:Assorteddinnerrolls (french,white,grain,rosemary)

if

ThetimeIttakesforaguesttoreceiveacourseshouldnot exceed8minutes.

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