SERVICE PROPER

1.Food and Beverage Service Sequence Standard

2.Taking Reservation Procedures
3.Answer Telephone Calls
FOOD AND BEVERAGE SERVICE SEQUENCE
STANDARD
One of the most basic aspects in the food an beverage service. Efforts must be made to ensure a relaxed
and welcoming atmosphere with a warm, friendly and efficient service provided with politeness.

Handling Pouring Clearance,

Welcoming Service of Presenting
Reservation Water, Crumbling,
Guest and Food and Check,
and Presenting Dessert Order
Seating the Beverage Feedback and
Allocation of Menu and and Tea or
Guests orders Farewell
Table Order Taking Coffee Order

The sequence of service is referred to as the order in which a waiter provides service to guests from the time
the guest enters the restaurant to the time he leaves the restaurant. Preparation to deliver satisfying service
begins before the guest steps into the restaurant with activities like handling reservation, allocation of the
table, F&B service, farewell etc.
HANDLING RESERVATION & ALLOCATION OF TABLES:
Reservations are accepted in fine dining or specialty restaurants; coffee shop does
not accept reservations. Following points must be noted down while taking down a
reservation:

• Name of the guest

• No. of pax
• Time of reservation
• Contact number and name of the booker
• Any special request/ requirement
• Table preference.

During the briefing prior to meal period, reservations of the day should be
discussed. Allocation of the table is done prior to the arrival of the guest and a note
of the same is made on the reservation register, so that;
• The guests can be seated on the appropriate table, as per request or occasion.
• All restaurant staff is aware of the same, thereby eliminating confusion and ensuring smooth
and professional welcome.
• Ensuring optimum seating levels in the restaurant.
  WELCOMING THE GUEST AND SEATING THE GUEST
As the guest enters a restaurant, he/ she must be greeted cordially and must be made to feel comfortable.

Guest must be greeted with a clear and affable tone of voice, good appearance and a smile. Every guest must be
welcomed with the greeting of the day, i.e. Good Morning/ Good afternoon/ Good Evening.

If guest is not satisfied

“YES”, Guide the guest
with the table then
to their table
offer an alternative
Find out if the guest
Welcoming The Guest
has a reservation
Ask for the preference
“NO”, Ask the guest
of table and guide
their preference table
guest to their table

If the guest is regular then must be greeted with name, i.e. ‘Good morning Mr. David’. Greeting phrases differ from
restaurant to restaurant. In ethnic restaurants, the guest is greeted in the national/ regional greeting.
oSEATING THE GUEST:
• It is guests’ prerogative to choose where they want to sit or where their host would
like them to sit.
• Ladies must be seated first.
• Bring the right foot forward, with the knee touching the wooden skirting of the seat
in the middle. Hold the chair from both the hands from the sides of the back.
• Lift the chair about 1’’ from behind and pull it back, ensuring that there is adequate
space for the guests to go between the table and chair.
• When the guest proceeds to sit down, move the chair slowly towards the guest, till
it is comfortable for the guest and rest the chair of the floor.
• It must be ensured that the chair is not dragged.
• If the table is heavy then the waiter must ask for assistance from his colleagues,
under no circumstances the guests’ help should be sought.
POURING WATER, PRESENTING MENU AND ORDER TAKING
o Pouring water
• As soon as the guests are seated, the waiter must pour water. Guests’ must be asked for their
preference of water (regular, mineral, aerated, spring water).

o Presenting menu and Order taking

• Presenting a menu card Present individual menu cards to the guests.
• Menu card must be presented from the right-hand side, open to the first page.
• Give 5-7 minutes to the guests to go through the menu.
• Check with the guests if they are ready to place the order, by inquiring “ May I take your order
Sir/ Madam” or “ Are you ready to place your order Sir/ Madam”? Stand straight at a position
where it is convenient to talk to the guests.
• Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘upselling’
techniques.
• After taking order, repeat the order.
• Take menu card back from the guests and put it back in place.
• Inform the guests of the approximate time it would take to serve the food.
SERVICE OF FOOD AND BEVERAGE ORDERS
• Beverages are served first.
• Waiting staff must ensure that the same is replenished as soon as it is over.
• The guest should not have to ask for it.
• Before serving the food the waiters must ensure that the cover is appropriate,
should it need to be changed then it must be done before the food comes to the
table.

• Service of each course should be coordinated in a manner that the guests do not
have to wait for a long time between the courses.
• Guest must be asked whether the food is up to their expectation.
• It must not happen that in enthusiasm, 3-4 people go to the guest to ask if
‘everything is alright’! This may irritate the guest and may be an intrusion on his
privacy.
• Water and other food items must be served/ replenished as soon as it is over.
• Before removing anything from the tale, seek guest’s permission.
CLEARANCE, CRUMBLING, DESSERT ORDER AND TEA OR COFFEE ORDER
o Clearance
• Plates are cleared after all the guests on the table have finished their meal.
https://www.youtube.com/watch?v=jN7eGgSQwcI
o Crumbing
• Crumbing is done to remove spills or crumbs on the table after a course or after the main
course, prior to dessert being served.
https://www.youtube.com/watch?v=qjxXKmcTS44
o Dessert order/ Tea Coffee Order
• Similar procedure as order taking a waiter can take the opportunity to suggest Liqueurs or and
other digestive as this time.
PRESENTING CHECK, FEEDBACK AND FAREWELL
o Presenting the check
• Checks must be presented only when asked.
• The waiter must bring the check-in a neat and tidy folder.
• Guest comment card should be in the folder.
• A pen must be given along with the check folder.
• When the guest is leaving the folder must be removed very discreetly.
• Tips must never be solicited (ask for or try to obtain).

o Guest Feedback
• Taking the Feedback from the guest about the food and service.

o Farewell
• This is as crucial as welcoming the guest.
• Guest must be helped in getting up by pulling out the chair for them.
• Should be assisted with coats/ shawls.
• Must be thanked, Must be welcomed again. Eg: "Look forward to welcoming you back to the
restaurant”, “We hope that you visit us soon”.
Service Sequence Video
https://www.youtube.com/watch?v=X1Fbp5WIXCE
Taking Reservation Procedures
Why Restaurant Reservations Are Important?
Reservations are beneficial for both the customer and the restaurant.

They make it easy for guests to know when they’re supposed to arrive, which
makes your dinner service run efficiently. If you organize things correctly,
your customers will be seated as close to their time slot as possible, resulting
in satisfied patrons that are sure to return.

They’re also helpful when you’re preparing the floor layout for service
(especially when dealing with larger groups). If you’re running a restaurant
and you know how many people are coming in advance, you can plan your
tables accordingly –arrange eight- and fifteen-seat tables for larger parties
like a group of eight or more, for instance.
 Table Reservations Procedure For Restaurants

• Answering the telephone:

Wish the caller as per the time of the day:
Good (morning / afternoon / evening). Roof Top Restaurant Albert
speaking. How may I help you?

• Acknowledging a reservation request

Certainly Mr. David, (use name if whenever known)
Yes of course sir or madam, (use name if known)
Table Reservations Procedure For Restaurants
(cont.)
• Taking the table reservation details:
Standard questions
May I have your name, please?
When would you like book your table?
A table for how many guests?
Where would you like to sit?
Do you prefer a smoking area? (Only applicable if your restaurant has
separate smoking area / zone)
 Table Reservations Procedure For Restaurants
(cont.)
• When you check the reservations book
Please excuse me, (name), while I check the reservations.
OR
Please allow me to put your call on hold, While I check the availability.
OR
Just one moment, please (name), while I see what we have available.

• Returning to the caller

I’m sorry to keep you waiting, (name).
OR
Sorry to keep you on hold, (guest Name)
OR
May I have your (mobile number), please?
Table Reservations Procedure For Restaurants
(cont.)
• Confirming the details
May I please repeat the table reservation details, A table for (2) (this
afternoon / on Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. David).
And your (telephone number) is (123456789). Is that details correct?

• Saying goodbye
Thank you very much for calling, Mr. David. We look forward to seeing you
then. Have a great day ahead.
 Process for reconfirming a restaurant table
reservation request:
• Standard reconfirmation
Good Morning, Mr. David. This is Albert from the Roof Top restaurant speaking.
I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.
Thank you very much for making the reservation and we look forward to being of service to
you and your (guest) this evening.

• Reconfirmation of a table reservation with a special

request
Good afternoon, Mr. David. This is Albert from the Roof Top restaurant speaking.
I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.
A birthday cake with the wording "Happy Birthday to Betty" has been arranged for tonight.
Should you have any other request, please let us know.
Thank you very much for making the reservation and we look forward to being of service to
you and your (guest) this evening.
 Online Restaurant Reservations
Another option for restaurant owners is to set up their business’s website to allow online
reservations. There are many benefits to allowing customers to make arrangements online.

For Customers:
Allows convenient 24/7 access, not only during your operating hours.
Eliminates the need to make a phone call.
Doesn’t require them to wait for an employee to answer.
Lets them easily read reviews of your restaurant and compare prices
online.
Online Restaurant Reservations (cont.)
For Restaurant Owners:
Reduces time devoted to
taking calls during operation
hours.
Gives you the ability to
reject or confirm
reservations via email.
Turns more website visits
into reservations.
Keeps reservations all in one
place.
Online Restaurant Reservations (cont.)
Click-to-Call- Google search, a clickable call button will encourage calls on-
the-go and allow for a customer to make a reservation immediately. Check out the
great benefits to this feature below:
Easy, on-the-go calling
User-friendly
Right at customers' fingertips
Great for last-minute reservations
Set the call button to only show during operation hours
Can lead to increased clickthrough rates
Answer Telephone Calls
Telephone always plays a significant role in hospitality industry. People
from all around the world call for making booking or asking information
or transferring message to the guest or for various other purposes.
BASIC TECHNIQUES TO APPLY WHEN
ANSWERING A TELEPHONE CALL
DO’s
• Answer the telephone promptly within 3 rings.
• Make the caller know your work area, your name and offer appropriate
greeting. (If it is internal call then just mention your department and if it is
outside call then mention name of the hotel/restaurant with your identity).
• Always have pen and paper on hand, always be ready to keep records.
• Listen carefully. Pay close attention to detail being expressed by the caller.
• If you say you will call back, do as soon as possible. Give him some sort of idea
that how long he or she needs to wait.
• Repeat back any details and follow up in writing (if necessary).
• Let the caller hang up first.
BASIC TECHNIQUES TO APPLY WHEN
ANSWERING A TELEPHONE CALL
DONT’s
• Answer the phone with merely HELLO or YES
• Hang up without trying to close the conversation and without thanking the
caller for calling
• Keep talking to another person while answering phone.
• Eating something while answering phone
• Put your least intelligent, least coherent or panicky staff in charge of the
phone.