PAULIN ELVINSIA FERDINANDUS

MKP A – 19221014

Semester 3

Mata Kuliah : PAR

ASSIGNMENT

R E S T O R A N 2.2

1. Define what the sequence of service is is?

Sequence of Service is a written checklist of service ensures the

consistency of the services offered and acts as a guideline to part-time and
new waiting staff. Sequence of service is step by step in serving the guest
starting from entering until leaving the restaurant.

2. Explain about procedure in greeting the guest

The procedure is as follows :

a. Acknowledge new guests as soon as they arrive

b. Approach the guest with an appropriate welcome, for example,

‘good evening’

c. If the guests have come to eat, enquirer whether they have a

reservation. Check the reservations. if no table has been booked, check
that one is available

d. When checking the reservation, note the host’s name – the table will
usually have been reserved in the name of the host. It is important to
establish who the host is. (The host may, of course, be female or male.)

e. Show the guests to their table

 f. Offer the guests a chair and assist them to be seated.

3. Explain about procedure in unfolding the guest napkin 

Procedure in unfolding the guest napkin :

a. Pick up the napkin with the right hand from the guest right

b. Shake the napkin from its fold into a triangle

c. Place it across the guest’s lap with the longest side of triangle close
to the guest

d. Move clock wise around the table opening the napkins, opening the
host last.

4. Explain about procedure in presenting menu

Procedure in presenting menu :

If the menu is in a cover, it should be opened before it is presented to

encourage the guests to read it and make their selections.

a. Carry the menu on the flat of the left arm.

b. Open the menu from the top / buttom with the right hand.

c. Present the menu to the guest’s right.

d. When all the guests have received a copy of the menu, suggest
items which do not appear in the menu or any variation to the menu items.

5. Explain about procedure in taking the guest order 

Procedure for order taking :

a. Ensure the guests are ready

 b. Take the order of the guest on the right of the host first, and move
clockwise round the table, finishing with the host’s order

c. Take the order, up to and including the main course

d. Note any special requirements (for example a special dietary

requirement, such as no milk to be used in the preparation of the dish,
or a service requirement, such as meals required very quickly
because the guests are going on to a show)

e. Repeat the order to the guest to make sure that the order is correct

f. Transfer the order to the kitchen docket (using either a manual or a

computer system), including the special instructions.

g. Record the sale for billing purposes, following the house control
system

h. Place the order with the kitchen

6. Explain about adjusting cover

To correct a cover is to adjust the cutlery originally laid to meet the

guest’s specific order. Covers are corrected after the orders have been taken
and placed with the kitchen. They are corrected up to and including the main
course. Guest uses the outer cutlery for their first courses and move inwards
for each succeeding course.

7. Explain about procedure in serving drinks

Procedure in serving drinks :

a. Arrange the drinks in sequence of service on a drink tray.

b. Carry the drinks to the table on the drink tray.

c. Hold the tray on the left hand away from the table.
 d. Serve the drinks in sequence around the table, serving the host last.

e. Place each drink to the right of the guest’s wineglass.

8. Explain about procedure in crumbing down

Tables are usually crumbed down after the main course and side plates
have been cleared before serving dessert and coffee or tea although a variety
of brush and pan sets are available for this purpose, the most commonly used
equipment is a dessert plate and a folded service cloth. This basic equipment
is, of course, readily available in all styles of establishment.

9. Explain about procedure in presenting the guest bill 

It is essential that you should be alert to signs that guests may want
their bill. Nothing is more irritating to guests than to be kept waiting while
they try to attract the attention of a waiter to ask for their bill (or ‘check’ as the
Americans call it). This is particularly so for busy business-people at lunch
time. Many promising restaurants has failed because it earned a reputation for
slow service, and the fatal slowness may well have been in the bringing of the
bill rather than in the actual food service.

10. Explain about procedure in handling the guest complaint

Some steps or procedure in handling the guest complaints :

1. Listen carefully and thank the guest.

Listening will help you properly identify the complaint. Listen with
your eyes and your ears by observing verbal and body language and don’t
argue with the complainer. Always show sincerity and concern for the
guest's feelings and thank them. For example, say, "Thank you for
making us aware of this."
2. Maintain eye contact

Demonstrate your interest in solving the problem by maintaining eye

contact.

3. Stay calm

Do not be nervous and do not get involved with the guest complaints.
Stay calm

4. Ask questions and repeat the complaint.

This will ensure that you have understood the concern properly and
can act on it immediately, and correctly solve it the first time. For
example, say, "Let me verify...you would like your steak cooked
medium rare...is that correct?“, “ let me verify… you would like to
have sirloin steak with baked potato not with French fried potatoes…
is that correct?”

5. Apologize sincerely.

This shows respect for the guest's feelings. Fifty percent of service
providers do not offer any apology. Always take full responsibility for
the complaint, whether or not you feel it is valid or your fault. For
example, you might say, "I'm sorry for the mistake...please accept my
apologies"

6. Be empathetic.

This helps the guest feel confident you are on their side and partnering
to work with them. For example, say, "I understand how you feel."

7. Make notes

Make notes because by making notes we make sure that nothing is

missing in their understanding of the complaints and the guest realizes
you are taking the complaint seriously.
8. Explain corrective action/alternatives.

Place guests at ease by informing them immediately how their

complaint will be resolved. For example, you might say, "I'll talk with
the Chef/Cook now and have him/her prepare a new steak."
Meanwhile, you may consider delivering a complimentary appetizer to
the guest.

9. Promptly resolve the issue.

Generally speaking, the quicker you correct a situation, the easier it

will be to resolve. The longer you take to resolve an issue, the greater
your run the risk that your guest's emotions will escalate, making the
situation more difficult to resolve. Make every effort to quickly turn
negative situations into positive ones.

10. Monitor/follow up, thank the guest, and apologize again.

Follow up to ensure guests are happy and have everything they need.
Thanking them and apologizing again will show appreciation for their
feelings. For example, say,"Thank you for bringing this to our
attention, and again, please accept our apologies."

11. Additional Strategy

Freebies- If a customer has problem that could have been prevented,

such as an overcooked steak or a snippy server, then the best route to
take is to apologize and an offer them some sort of compensation. Here
are some quick freebies that you can give customers that won’t cost
you much money, but will go a long way to assure future business :

a. Free round of drinks

b. Free dessert

c. Gift certificate for a future visit

d. Merchandise, such as a beer glass or tee-shirt

e. Take a certain percent off their meal