GENERAL SERVICE PROCEDURE

1. Lay out has already set

2. Stand by at the station
3. Greet and lead the guest
- Greeting (Reservation)
Waiter : Good afternoon Mam,Sir. Welcome to …. Restaurant. Have you made
any reservation before?
Guest : Yes, of course
Waiter : May I know the reservation name?
Guest : Mrs. Livi
Waiter : Alright Mrs. Livi, please follow me. I will lead you to your table
Guest : Sure, thank you
- Greeting (No Reservation)
Waiter : Good afternoon Mam,Sir, Welcome to …. Restaurant. Have you made
any reservation before?
Guest : Not yet
Waiter : Alright Mam,Sir. May I know for how many person?
Guest : For 3 person
Waiter : Alright Mam,Sir. Your table is number 6, please follow me. I will lead you
to your table
Guest : Sure, thank you
4. Sitting the guest and lay the guest napkin
5. Introduce yourself
“Alright Mam,Sir. I would like to introduce myself. My name is Vanya. Today I’m in
charge here as your waitress
6. Offering aperitif
“Mam,Sir berfore you start your meal, would you like to order some aperitif? For today
we have White Wine, Red Wine, and Rose Wine. How about that Mam,Sir?”
7. Clear up un needed cover (adjustment)
Waiter : Excuse me Mam, Sir. Do you expect for someone?
Guest : No, we don’t
Waiter : May I clear up this one cover?
Guest : Yes of course
Waiter : Thank you
8. Serving apperitif
9. Giving the menu list
10. Pouring ice water
11. Serving bread
12. Explain the menu
Waiter : Alright Mam, Sir. Are you ready to order the main course?
Guest : Oh yes of course
Waiter : Alright Mam, Sir. For today we have special menu from appetizer we
have Fruit Salad, Caesar Salad, and Cheese Sticks. And for soup we have
Chicken Cream Soup, Vegetable Soup, and Tomato Puree. And for main
course we have Broilled Hamburger Steak with baked potatoes and
combination salad, Grilled sirloin served with French fries and seasonal
vegetables, And Shrimp and Pasta. And for dessert we have Banana Split,
Waffles with Ice Cream, and Strawberry Pudding. Would you like to order
the complete menu?
13. Repeating the order
14. Take the menu list back
15. Adjusment (Bila diperlukan tambahan cutleries)
16. Preparing appetizer
17. Serving appetizer
18. Preparing under liner for soup
19. Clear up appetizer
20. Serving soup
21. Clear up soup
22. Clear up aperitif
23. Preparing main course
24. Serving main course
25. Clear up main course
26. Crumbling down
(- Saat mengclear up main course, sekaligus dengan B&B Plate
- Ketika crumbling down, sekaligus juga membawa Menage)
27. Serving dessert
28. Clear up dessert
29. Taking order for Tea or Coffee
Waiter : Mam, Sir to complete your meal, would you like to order tea or coffee?
Guest : Oh sure. Please give us 2 coffee for me and him, and 1 tea for her
Waiter : Alright, I will repeat your order. Your order will be 2 coffee and 1 tea. Is
that right?
Guest : Yes, that’s tight
30. Serving coffee and tea
31. Presenting the guest bill
Waiter : Excuse me Mam, Sir. This is your bill, who will be setle the bill?
Guest : Oh yes me
32. Say thank you for coming and lead the guest
“Alright Mam, Sir. Thank you for coming. We hope you enjoy in our restaurant, and we
hope you can come again to our restaurant. Thank you, good afternoon”