DINING ROOM SERVICE SEQUENCES

FLOW DIAGRAM

BREAKFASTS

WELCOME ASSIGN TABLE PRESENTATION

15 SECONDS

OFFER COFFEE, TEA,

OR JUICE SERVICE
RESET TABLE A
3 MINUTES
3 MINUTES

TAKE ORDER

SEE GUESTS OFF 2 MINUTES

OFFER TOAST

CLEAN TABLE

SERVED COURSE
3 MINUTES

12 MINUTES

OFFER COFFEE, TEA,

OR JUICE SERVICE COURSE CLEARED CHECK TABLE

3 MINUTES
 BREAKFAST SEQUENCE
BREAKFASTS
STEP ACTIVITY
1 WELCOME. The Hostess welcomes the client with a smile, making eye contact,
with a well- modulated tone of voice, saying “Good Morning, welcome to the
“name Restaurant” (within 15 seconds of the guests entering the restaurant). In
a polite and sedated tone of voice, she asks the guests’ name to register the
table. She asks how many people are in this party and assigns a table. Find out
if there are any food allergies or special dietary needs and log same. The
Hostess makes an identifier with the guests’ last name, room number, table
number and allergies /dietary needs. The Hostess offers the guests hand
sanitizer.
2 TABLE ASSIGNMENT. The Hostess assigns a prepared table to the guest, with
the appropriate number of services ready, leads the guests to the table walking
before them at a moderate pace, without hurrying them, maintaining eye contact
as she walks with them. As they arrive to the table, she offers help with the
chairs, respecting the traditional protocol (older woman- young woman, older
man- young man)*. She makes the napkin courtesies on the right side of each
guest.
* If there are children, she offers chairs or boosters for comfort, and
makes sure the waiter brings them without delay.
3 INTRODUCTION. The Hostess explains the restaurant has an A La Carte
service and she explains that, for their convenience, there is also a Show
cooking service. She presents the breakfast menu *, making sure it is in perfect
conditions. She gives each guest a menu on their right side. She marks the
table according to the number of guests. She withdraws saying, “My name is…
If you need anything else, please let me know. Your waiter will be… Enjoy your
breakfast, Mr. and Mrs. xxxxx.” She present the waiter with guest information
slip (especially) for guests with dietary needs.
*If there are children, she presents the Breakfast menu for children.
 BREAKFAST SEQUENCE
BREAKFASTS
STEP ACTIVITY
4 COFFEE, TEA, OR JUICE SERVICE. The waiter checks the NAME, under
which the table he will serve is registered, checks for food allergies with the
identifier the Hostess prepared for him before approaching the table. The waiter
greets the guests courteously, using the guest’s name, “Good morning, Mr. and
Mrs. xxx”, offers coffee OR tea and serves it immediately* (offer regular and
decaffeinated).
* If there are children, offer chocolate milk to children and serve it within 3
minutes.
Afterwards, the waiter offers juice or tea, and serves it within 3 minutes of being
asked for it.
The juice must be natural. When serving tea, the box must be presented so the
guest may make his selection. The infusion is prepared in a tea pot; the waiter
places the tea bag in the pot in the back area, and presents the tea with a slice
of lime and honey. In the case of English breakfast tea, milk is offered and no
lime is included. During the service, the waiter must remain attentive to offer
more juice, coffee or tea and chocolate * until the guest indicates no more is
required.
5 TAKES ORDER. The waiter takes the breakfast order respecting the table
protocol. He asks, for the first time, if they are ready to order, within two minutes
after the guests have taken their seats. * In the case of children, he asks for
the children’s orders first.
In case they are not ready to order, the waiter offers assistance, if the guest
wants it, and offers “the most popular dishes are…” He takes the order asking
first if there are any allergies, then takes the order guest by guest moving
toward the right. Only in the case there are only two guests does he remain at
an intermediate location to take the order. The waiter must always repeat the
order back to the guests, along with their specifications. This process is done
with as few interruptions as possible.
6 BREAD ORDER. The waiter offers toast and pastries to the guests to
accompany their breakfast at the time of taking their order, and asks if they want
white or integral whole-grain bread, as well as to what degree should their bread
be toasted, and offers butter, too.
In the case the guests have selected the food display service; the waiter offers
toast just the same, when the guests arrive at their table.
 BREAKFAST SEQUENCE
BREAKFASTS
STEP ACTIVITY
7 BRINGING THE DISHES TO THE TABLE. Breakfast dishes must be served
within 12 minutes after they were ordered.
The waiter will check that the order is complete, since it must all be served at
the same time, according to the visual standard, at the right temperature, and in
clean plates. They are given to the guests checking that the correct dish is given
to the right guest. He should never ask “who ordered what?” Plates are served
on the right side of each guest. Before leaving the table, the waiter should ask
“Is there anything else I can do for you?” The waiter carries 3 plates at a time
maximum. Drinks are always carried on a bar tray, which must always be
impeccable. A tray bar is also used to carry dirty glasses and cups. The
necessary condiments must be served before the plates arrive to the table. For
instance: maple syrup for hot cakes, tomato sauce for hamburgers, etc.
8 CHECK THE TABLE. Once the guest has tasted his food, the Head Waiter will
approach the table and ask the guests if everything have been to their
satisfaction, being specific. For instance: “Was the omelet to your liking, Mr.
XXX?”
- Using the guest’s name is mandatory.
- In case of any inconvenience, remove the plate offering an apology and
reordering it, inform the chef, and give priority to that dish.
- If the guest leaves the table during the service, the waiter must make a napkin
courtesy. If the napkin falls to the floor, he must place a new napkin on the
table, at the absent guest’s place and remove the other one.
9 CLEARING TABLES. When the guests finish their meal, the waiter must
CLEAR THE TABLE, within 3 MINUTES of the time when they finished their
meals, leaving only drinks on the table. (In the case of children, the plate is
removed immediately when they finish their meal in order to avoid accidents
with plates or cutlery).
CLEARING A TABLE before all guests have finished, ONLY if the guest
specifically asks for this. The waiter must take care NOT to pile the plates when
removing them. Maximum THREE PLATES per waiter.
 BREAKFAST SEQUENCE
BREAKFASTS
STEP ACTIVITY
10 GOODBYE. When the guests leave, help move the chairs back, see the guests
off, thanking them for their visit and inviting them to return soon, wishing them a
good day, with a smile, and making eye contact. Check that the guests are not
forgetting anything. The Hostess must once more use the name of the guests
when seeing them off, with the help of the reservations book.
11 TABLE SET UP. The waiter cleans and prepares the table based on the
presentation standard. Once done, he reports the table as available to the
Hostess so she may assign it once more. The table must be prepared within
THREE MINUTES after it was left by the previous guests. Children’s boosters
and chairs must be removed from the table and cleaned with a disinfecting
solution every time they are used.
 SERVICE SEQUENCE
LUNCH
A

WELCOME ASSIGN TABLE PRESENTATION

15 SECONDS 1 MINUTE
PRESENT MENU AND
WINE MENU
TAKE COFFEE AND
DESSERT ORDER
GOODBYE
WATER SERVICE
AND TAKES
DRINKS ORDER
CLEAN TABLE
3 MINUTES
3 MINUTES CLEAN TABLE
BRINGS DRINKS
ORDER
CHECK TABLE
3 MINUTES

RESET TABLE
TAKE ORDER
MAIN COURSE
SERVED
5 MINUTES

15 MINUTES
A
BREAD AND
CLEAR TABLE
BUTTER SERVICE

3 MINUTES

SECOND COURSE FIRST COURSE

SERVED CLEAR TABLE SERVED

10 MINUTES
15 MINUTES 3 MINUTES
 SERVICE SEQUENCE - LUNCH
STEP ACTIVITY
1 WELCOME. The Hostess welcomes the client with a smile, making eye contact,
with a well- modulated tone of voice, saying “Good evening, welcome to the
XXXX Restaurant” (within 1 minute of the guests entering the restaurant). In a
polite and sedated tone of voice, she asks the guests’ name and room number
to register the table. She asks how many people are in this party, find out if
there are any food allergies or special dietary needs, log same and assigns a
table. The Hostess makes an identifier card with the guests’ last name, room
number, table number and allergies /dietary needs. The Hostess offers the
guests hand sanitizer.
2 TABLE ASSIGNMENT. The Hostess assigns a prepared table to the guest, with
the appropriate number of services ready, leads the guests to the table walking
before them at a moderate pace, without hurrying them, maintaining eye contact
every five steps. As they arrive to the table, she offers help with the chairs,
respecting the traditional protocol (older woman- young woman, older man-
young man)*. She makes the napkin courtesies on the right side of each guest.
* If there are children, she offers chairs or boosters for comfort, and
makes sure the waiter brings them without delay.
3 PRESENTATION OF MENU AND WINE MENU. The Hostess explains the
restaurant has an A La Carte service and she explains that, for their
convenience, there is also a Shoe cooking service. She presents the menu
making sure it is in clean and in perfect conditions. She gives each guest a
menu in the traditional order, open, and on their right side. She marks the table
according to the number of guests. She offers the wine menu making the wine
recommendation, leaving it on the table. She withdraws saying, “My name is…
If you need anything else, please let me know. Your waiter will be… Enjoy your
breakfast, Mr. and Mrs. XXXXX.” She presents the waiter with guest
information slip, highlighting (allergies) for guests with dietary needs.
*If there are children, she presents the Lunch or Dinner Menu for children.
4 WATER SERVICE AND TAKE DRINKS ORDER. The waiter checks the NAME,
under which the table he will serve is registered, checks for food allergies with
the identifier the Hostess prepared for him before approaching the table. The
waiter welcomes the guests and pours cold water with no ice, in every guest’s
glass, on their right side. The waiter takes the drinks order and asks if they’d like
ice on their drinks (for drinks where ice applies) (within three minutes after the
guests take their seats). He thanks them for their order before withdrawing from
the table.
* If there are children, the waiter suggests drinks from the selection of
drinks for children (non-alcoholic).
 SERVICE SEQUENCE - LUNCH
STEP ACTIVITY
6 BREAD AND BUTTER SERVICE. Bread is served hot, and butter is served in a
bread plate for each guest, using spoons, and respecting the traditional order.
Bread is served hot from a full basket; butter is served from a full bowl. Bread is
served within 4 minutes after the guests arrive to their seats.
7 BRING DRINKS. Drinks are served from a tray, on the right side of each guest,
with the garnish on the side opposite the guest, and in the traditional order,
according to the information on the printed order, taking wine glasses by the
stem and glasses by their lower third portion. (Served within 5 minutes after
being ordered.) Adult drinks are served without a straw, with the exception of
frozen drinks (or if the guest asks for one; the waiter doesn’t offer it.)
* Drinks for children are served with a straw.
8 TAKE ORDER. Ask for the first time if they are ready to order, within 5 minutes
of the guests having taken their seats. Take the order asking if there are any
allergies, remaining attentive to the guests’ comments. Maintain eye contact,
correct posture, without pressuring, answering questions and suggesting
dishes. Suggest the most appropriate a la carte wine for the dished ordered.
The order is taken on the guest’s right side, without interrupting, and respecting
the traditional order. The waiter repeats the order and the guests’ specifications.
He thanks them for their order and withdraws from the table.
*If there are children, the children’s order is asked for first.
9 FIRST COURSE SERVICE.
Soups and salads are served within 10 minutes.
Check that the order is complete, since everyone must be served at the same
time, according to the visual standard, at the right temperature and on clean
plates. The dishes are served correctly matching dishes with guests. Never ask
“who ordered what?” Serve on the guest’s right side. Before withdrawing from
the table, the waiter asks, “Is there anything else I can do for you?” The waiter
may carry 3 plates at a time maximum. The necessary condiments must be
served before the dishes arrive on the table. For instance: tomato sauce for
hamburgers, etc.
The waiter offers fresh pepper (if applicable).
 SERVICE SEQUENCE - LUNCH
STEP ACTIVITY
10 REMOVE SERVICES. Remove services by the left side once the guests have
finished eating (plates and cutlery) (within 3 minutes after they finish eating).
* If there are children, their plates are removed immediately whenever they
finished to avoid accidents with plates or cutlery.
11 SECOND COURSE SERVICE.
Served within 15 minutes after the guests finish the previous course.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
12 REMOVE SERVICE. Remove the services on the left side once every guest has
finished eating their previous course (plates and cutlery) (within 3 minutes after
they finish eating).
* If there are children, their plates are removed immediately when they
finish to avoid accidents with plates or cutlery.
13 MAIN COURSE SERVICE.
Served within 15 minutes after removing the previous plates.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
 SERVICE SEQUENCE - LUNCH
STEP ACTIVITY
14 CHECK THE TABLE.
Once the guest has tasted his food, the hostess / head waiter approach the
table and ask guests if the food has been to their liking. Ask specifically about
the dishes they ordered, while visually checking that everything is in order on
the table. (In case of any inconvenient, remove the dish, offering an apology
and reordering it, informing the chef and making that dish a priority.)
15 CLEAN THE TABLE. After all guests have finished eating, remove the services,
leaving only the drinks on the table. Remove services only when all guests have
finished eating, except when the guest asks for a plate to be removed (within 3
minutes after the guests finish eating). Remove plates and cutlery. Clean
crumbs from the table.
* Children’s services are removed immediately when they finished to
avoid accidents with plates or cutlery.
16 TAKE COFFEE AND DESSERT ORDER. Present the desserts menu and offer
coffee, mark the table with the appropriate cutlery, based on the desserts they
ordered, and serve recently brewed coffee. Offer a digestive. (Desserts are
served within 10 minutes after being ordered; coffee is served within 5 minutes
after serving dessert.)
17 GOODBYE. Hostess / Head Waiter. When the guests are leaving, help move
their chairs back. Thank them for their visit, inviting them to come back soon,
and wishing them a happy stay at the hotel, maintaining eye contact all the time.
Check that the client is not forgetting anything at the table.
18 CLEAN TABLE. Clean table and remove every service from the table (within 3
minutes after the guests have left.)
19 TABLE SET UP. The waiter sets the table up based on the presentation
standard. Once done, he reports the table ready to the Hostess so she may
assign it again, within 3 minutes of having cleared the table. Children’s chairs
and boosters are removed from the table and cleaned with a disinfecting
solution every time they are used.
 SERVICE SEQUENCE
DINNER
A

WELCOME ASSIGN TABLE PRESENTATION

15 SECONDS 1 MINUTE
PRESENT MENU AND
TAKE & SERVE WINE MENU
COFFEE AND
DESSERT ORDER CLEAN TABLE
WATER SERVICE
AND TAKES
DRINKS ORDER
CLEAN TABLE
3 MINUTES
3 MINUTES GOODBYE BRINGS DRINKS
ORDER
CHECK TABLE
3 MINUTES

SET UP TABLE
TAKE ORDER
MAIN COURSE
SERVED
5 MINUTES

15 MINUTES
A
BREAD AND
TABLE CLEARED
BUTTER SERVICE

3 MINUTES

SECOND COURSE FIRST COURSE

SERVED TABLE CLEARED SERVED

10 MINUTES
15 MINUTES 3 MINUTES
 SERVICE SEQUENCE - DINNER
STEP ACTIVITY
1 WELCOME. The Hostess welcomes the client with a smile, making eye contact,
with a well- modulated tone of voice, saying “Good evening / night, welcome to
the XXXX Restaurant” (within 1 minute of the guests entering the restaurant). In
a polite and sedated tone of voice, she asks the guests’ name and room
number to register the table. She asks how many people are in this party, find
out if there are any food allergies or special dietary needs, log same and
assigns a table. The Hostess makes an identifier card with the guests’ last
name, room number, table number and allergies /dietary needs. The Hostess
offers the guests hand sanitizer.
2 TABLE ASSIGNMENT. The Hostess assigns a prepared table to the guest, with
the appropriate number of services ready, leads the guests to the table walking
before them at a moderate pace, without hurrying them, maintaining eye contact
every five steps. As they arrive to the table, she offers help with the chairs,
respecting the traditional protocol (older woman- young woman, older man-
young man)*. She makes the napkin courtesies on the right side of each guest.
* If there are children, she offers chairs or boosters for comfort, and
makes sure the waiter brings them without delay.
3 PRESENTATION OF MENU AND WINE MENU. The Hostess explains the
restaurant has an A La Carte service and she explains that, for their
convenience, there is also a Show Cooking service. She presents the menu
making sure it is in clean and in perfect conditions. She gives each guest a
menu in the traditional order, open, and on their right side. She marks the table
according to the number of guests. She offers the wine menu making the wine
recommendation, leaving it on the table. She withdraws saying, “My name is…
If you need anything else, please let me know. Your waiter will be… Enjoy your
breakfast, Mr. and Mrs. Smith.” She presents the waiter with guest information
slip, highlighting (allergies) for guests with dietary needs.
*If there are children, she presents the Lunch or Dinner Menu for children.
4 WATER SERVICE AND TAKE DRINKS ORDER. The waiter welcomes the
guests and pours cold water with no ice, in every guest’s glass, on their right
side. The waiter takes the drinks order and asks if they’d like ice on their drinks
(for drinks where ice applies) (within three minutes after the guests take their
seats). He thanks them for their order before withdrawing from the table.
* If there are children, the waiter suggests drinks from the selection of
drinks for children (non alcoholic).
 SERVICE SEQUENCE - DINNER
STEP ACTIVITY
6 BREAD AND BUTTER SERVICE. Bread is served hot, and butter is served in a
bread plate for each guest, using spoons, and respecting the traditional order.
Bread is served hot from a full basket; butter is served from a full bowl. Bread is
served within 4 minutes after the guests arrive to their seats.
7 BRING DRINKS. Drinks are served from a tray, on the right side of each guest,
with the garnish on the side opposite the guest, and in the traditional order,
according to the information on the printed order, taking wine glasses by the
stem and glasses by their lower third portion. (Served within 5 minutes after
being ordered.) Adult drinks are served without a straw, with the exception of
frozen drinks (or if the guest asks for one; the waiter doesn’t offer it.)
* Drinks for children are served with a straw.
8 TAKE ORDER. Ask for the first time if they are ready to order, within 5 minutes
of the guests having taken their seats. Take the order asking if there are any
allergies; remains attentive to the guests’ comments. Maintain eye contact,
correct posture, without pressuring, answering questions and suggesting
dishes. Suggest the most appropriate a la carte wine for the dished ordered.
The order is taken on the guest’s right side, without interrupting, and respecting
the traditional order. The waiter repeats the order and the guests’ specifications.
He thanks them for their order and withdraws from the table.
*If there are children, the children’s order is asked for first.
9 FIRST COURSE SERVICE.
Soups and salads are served within 10 minutes.
Check that the order is complete, since everyone must be served at the same
time, according to the visual standard, at the right temperature and on clean
plates. The dishes are served correctly matching dishes with guests. Never ask
“who ordered what?” Serve on the guest’s right side. Before withdrawing from
the table, the waiter asks, “Is there anything else I can do for you?” The waiter
may carry 3 plates at a time maximum. The necessary condiments must be
served before the dishes arrive on the table. For instance: tomato sauce for
hamburgers, etc.
The waiter offers fresh pepper (if applicable).
 SERVICE SEQUENCE - DINNER
STEP ACTIVITY
10 REMOVE SERVICES. Remove services by the left side once the guests have
finished eating (plates and cutlery) (within 3 minutes after they finish eating).
* If there are children, their plates are removed immediately when they
finish to avoid accidents with plates or cutlery.
11 SECOND COURSE SERVICE.
Served within 15 minutes after the guests finish the previous course.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
12 REMOVE SERVICE. Remove the services on the left side once every guest has
finished eating their previous course (plates and cutlery) (within 3 minutes after
they finish eating).
* If there are children, their plates are removed immediately when they
finish to avoid accidents with plates or cutlery.
13 MAIN COURSE SERVICE.
Served within 15 minutes after removing the previous plates.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
 SERVICE SEQUENCE - DINNER
STEP ACTIVITY
14 CHECK THE TABLE.
Once the guest has tasted his food, the hostess / head waiter approach the
table and ask guests if the food has been to their liking. Ask specifically about
the dishes they ordered, while visually checking that everything is in order on
the table. (In case of any inconvenient, remove the dish, offering an apology
and reordering it, informing the chef and making that dish a priority.)
15 CLEAN THE TABLE. After all guests have finished eating, remove the services,
leaving only the drinks on the table. Remove services only when all guests have
finished eating, except when the guest asks for a plate to be removed (within 3
minutes after the guests finish eating). Remove plates and cutlery. Clean
crumbs from the table.
* Children’s services are removed immediately when they finish to avoid
accidents with plates or cutlery.
16 TAKE COFFEE AND DESSERT ORDER. Present the desserts menu and offer
coffee, mark the table with the appropriate cutlery, based on the desserts they
ordered, and serve recently brewed coffee. Offer a digestif. (Desserts are
served within 10 minutes after being ordered; coffee is served within 5 minutes
after serving dessert.)
17 GOODBYE. Hostess / Head Waiter. When the guests are leaving, help move
their chairs back. Thank them for their visit, inviting them to come back soon,
and wishing them a happy stay at the hotel, maintaining eye contact all the time.
Check that the client is not forgetting anything at the table.
18 CLEAN TABLE. Clean table and remove every service from the table (within 3
minutes after the guests have left.)
19 TABLE SET UP. The waiter sets the table up based on the presentation
standard. Once done, he reports the table ready to the Hostess so she may
assign it again, within 3 minutes of having cleared the table. Children’s chairs
and boosters are removed from the table and cleaned with a disinfecting
solution every time they are used.
 ITALIAN DINNER SERVICE SEQUENCE

WELCOME ASSIGN TABLE PRESENTATION

15 SECONDS 1 MINUTE
PRESENT MENU AND
TAKE & SERVE WINE MENU
COFFEE AND
DESSERT ORDER
GOODBYE
10 MINUTES WATER SERVICE
AND TAKES
DRINKS ORDER
CLEAN TABLE
3 MINUTES
3 MINUTES CLEAN TABLE
BRINGS DRINKS
ORDER
CHECK TABLE
3 MINUTES

RESET TABLE
TAKE ORDER
MAIN COURSE
SERVED
5 MINUTES

15 MINUTES BREAD, OLIVE

A
OIL & BALSAMIC
TABLE CLEARED
VINEGAR

3 MINUTES

SECOND COURSE FIRST COURSE

SERVED TABLE CLEARED SERVED

10 MINUTES
15 MINUTES 3 MINUTES
 ITALIAN DINNER SERVICE SEQUENCE
STEP ACTIVITY
1 WELCOME. The Hostess welcomes the client with a smile, making eye contact,
with a well- modulated tone of voice, saying “Good evening / night, welcome to
the XXXX Restaurant” (within 1 minute of the guests entering the restaurant). In
a polite and sedated tone of voice, she asks the guests’ name to register the
table She asks how many people are in this party, find out if there are any food
allergies Or special dietary needs, log same and assigns a table. The Hostess
makes an identifier card with the guests’ last name, room number, table number
and allergies /dietary needs. The Hostess offers the guests hand sanitizer.
2 TABLE ASSIGNMENT. The Hostess assigns a prepared table to the guest, with
the appropriate number of services ready, leads the guests to the table walking
before them at a moderate pace, without hurrying them, maintaining eye contact
every five steps. As they arrive to the table, she offers help with the chairs,
respecting the traditional protocol (older woman- young woman, older man-
young man)*. She makes the napkin courtesies on the right side of each guest.
* If there are children, she offers chairs or boosters for comfort, and
makes sure the waiter brings them without delay.
3 PRESENTATION OF MENU AND WINE MENU. The Hostess explains the
restaurant has an A La Carte service. She presents the menu making sure it is
in clean and in perfect conditions. She gives each guest a menu in the
traditional order, open, and on their right side. She marks the table according to
the number of guests. She offers the wine menu making the wine
recommendation, leaving it on the table. She withdraws saying, “My name is…
If you need anything else, please let me know. Your waiter will be… Enjoy your
breakfast, Mr. and Mrs. Smith.” She presents the waiter with guest information
slip, highlighting (allergies) for guests with dietary needs.
*If there are children, she presents the Lunch or Dinner Menu for children.
4 WATER SERVICE AND TAKE DRINKS ORDER. The waiter welcomes the
guests and pours cold water with no ice, in every guest’s glass, on their right
side. The waiter takes the drinks order and asks if they’d like ice on their drinks
(for drinks where ice applies) (within three minutes after the guests take their
seats). He thanks them for their order before withdrawing from the table.
* If there are children, the waiter suggests drinks from the selection of
drinks for children (non alcoholic).
 ITALIAN DINNER SERVICE SEQUENCE
STEP ACTIVITY
6 FOCACCIA, OIL, AND VINEGAR SERVICE. Hot focaccia, oil, and balsam
vinegar are served on a bread plate to each guest, using spoons, and
respecting the traditional order. It is served within 4 minutes after the guests
arrive to their seats.
7 BRING DRINKS. Drinks are served from a tray, on the right side of each guest,
with the garnish on the side opposite the guest, and in the traditional order,
according to the information on the printed order, taking wine glasses by the
stem and glasses by their lower third portion. (Served within 5 minutes after
being ordered.) Adult drinks are served without a straw, with the exception of
frozen drinks (or if the guest asks for one; the waiter doesn’t offer it.)
* Drinks for children are served with a straw.
8 TAKE ORDER. Ask for the first time if they are ready to order, within 5 minutes
of the guests having taken their seats. Take the order asking if there are any
allergies; remains attentive to the guests’ comments. Maintain eye contact,
correct posture, without pressuring, answering questions and suggesting
dishes. Suggest the most appropriate a la carte wine for the dished ordered.
The order is taken on the guest’s right side, without interrupting, and respecting
the traditional order. The waiter repeats the order and the guests’ specifications.
He thanks them for their order and withdraws from the table.
*If there are children, the children’s order is asked for first.
9 FIRST COURSE SERVICE.
Soups and salads are served within 10 minutes.
Check that the order is complete, since everyone must be served at the same
time, according to the visual standard, at the right temperature and on clean
plates. The dishes are served correctly matching dishes with guests. Never ask
“who ordered what?” Serve on the guest’s right side. Before withdrawing from
the table, the waiter asks, “Is there anything else I can do for you?” The waiter
may carry 3 plates at a time maximum. The necessary condiments must be
served before the dishes arrive on the table. For instance: tomato sauce for
hamburgers, etc.
The waiter offers fresh pepper (if applicable).
 ITALIAN DINNER SERVICE SEQUENCE
STEP ACTIVITY
10 REMOVE SERVICES. Remove services by the left side once the guests have
finished eating (plates and cutlery) (within 3 minutes after they finish eating).
* If there are children, their plates are removed immediately when they
finish to avoid accidents with plates or cutlery.
11 SECOND COURSE SERVICE.
Served within 15 minutes after the guests finish the previous course.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
12 REMOVE SERVICE. Remove the services on the left side once every guest has
finished eating their previous course (plates and cutlery) (within 3 minutes after
they finish eating).
* If there are children, their plates are removed immediately when they
finish to avoid accidents with plates or cutlery.
13 MAIN COURSE SERVICE.
Served within 15 minutes after removing the previous plates.
Check that the order is complete according to the visual standard, at the right
temperature and on clean plates. They are served correctly matching dishes to
guests, on the right side of the guest. Warn guests that plates are hot (when
applicable.) The table is prepared with the proper cutlery beforehand, (i.e., filet
knife, fish fork, fish slicer).
Fresh pepper is offered (when applicable.)
ITALIAN SERVICE SEQUENCE - LUNCH AND DINNER
STEP ACTIVITY
14 CHECK THE TABLE.
Once the guest has tasted his food, the hostess / head waiter approach the
table and ask guests if the food has been to their liking. Ask specifically about
the dishes they ordered, while visually checking that everything is in order on
the table. (In case of any inconvenient, remove the dish, offering an apology
and reordering it, informing the chef and making that dish a priority.)
15 CLEAN THE TABLE. After all guests have finished eating, remove the services,
leaving only the drinks on the table. Remove services only when all guests have
finished eating, except when the guest asks for a plate to be removed (within 3
minutes after the guests finish eating). Remove plates and cutlery. Clean
crumbs from the table.
* Children’s services are removed immediately when they finished to
avoid accidents with plates or cutlery.
16 TAKE COFFEE AND DESSERT ORDER. Present the desserts menu and offer
coffee, mark the table with the appropriate cutlery, based on the desserts they
ordered, and serve recently brewed coffee. Offer a digestif. (Desserts are
served within 10 minutes after being ordered; coffee is served within 5 minutes
after serving dessert.)
17 GOODBYE. Hostess / Head Waiter. When the guests are leaving, help move
their chairs back. Thank them for their visit, inviting them to come back soon,
and wishing them a happy stay at the hotel, maintaining eye contact all the time.
Check that the client is not forgetting anything at the table.
18 CLEAN TABLE. Clean table and remove every service from the table (within 3
minutes after the guests have left.)
19 TABLE SET UP. The waiter sets the table up based on the presentation
standard. Once done, he reports the table ready to the Hostess so she may
assign it again, within 3 minutes of having cleared the table. Children’s chairs
and boosters are removed from the table and cleaned with a disinfecting
solution every time they are used.