Sequence Of Service

1. Greet incoming guests

i. Acknowledge all guests that enter Mr G’s with a warm smile and greeting. Even if you are unable
to attend to them at that instant, or if the Host has already greeted, make them feel extra welcome.
If no Host is working, but you are unable to attend to them immediately, welcome the guest and
advise them that they will be looked after shortly.

2. All tables must be completely ready and set before guests sit down. If the table is not ready offer them a seat
at the bar or in The Hearth.

3. Guests are seated/Drinks Order

i. Menus are placed on the table as guests are seated.
ii. Ask whether the guests would like a drink from the bar to start. If yes, take the order and ask
about water. If not, still ask about water.
iii. Ascertain whether still or sparkling water is required, DO NOT MENTION TAP WATER. If the
guest wants tap water, they will specify that themselves. Water needs to be taken, by the server,
to the table immediately and entered into the POS.

4. Drinks order if not taken at Seating of Guest

i. On return to the table with water, take drinks order whilst pouring the water. If they are still not
ready, return back to the table within 5 minutes. When taking a wine order please inform guests of
what is not available and what the designated replacement is (and any specials that may be
available).
ii. On return to the table with water/drinks take this moment to draw the guest’s attention to the food
menu and verbal a) recommendations for the night b) out of stock items c) any potential menu
changes to the guests.
iii. Ask the guests if they would like to try our corn bread whilst they look through the menu.

5. Food Order
i. Take the food order, make sure to read back the order to the guests to double check with them
their order. Make sure you write the order down and their seat position (as good as your memory
may be, but this avoids dispute should the guest claim they ordered something different).
ii. Ensure Kitchen/Food Runner know of any dietary restrictions/allergies at the table by making a
‘special instruction’ on the POS to ensure it is clear on the kitchen’s docket and also verbally
communicate with the kitchen. Keep communication with the kitchen brief & clear (With gluten
free it is important to find out if the guest is coeliac or just intolerant).
iii. Enter into POS promptly; check the correct amount of dishes per guests and share items/sides for
the table before sending the docket to the kitchen.
 iv. Set the table immediately after the order has been taken with any extra cutlery that may be
required (oysters, entrées, desserts etc) and share plates if necessary.
v. Monitor drinks and wine service; if you know you have ordered drinks for the table, go and check
the dispense pass and chase up the bar team if necessary.

6. Monitor Food Arrival

i. As the food runner delivers the food, the section waiter must monitor the dishes to ensure they are
correct (take extra care with guests with allergies). All dishes must be announced when placed
and given to the correct seat, as per the docket.
ii. Check if drinks need to be topped up or replaced.
iii. A courtesy check must carried out within the first three minutes of all the food arriving at the
table. Is the food cooked ok? Is everyone happy? Do they need anything else? This is where we
can resolve issues immediately and shows that we are attentive, courteous and professional. It
also avoids a resolvable issue becoming a complaint.

7. Table Maintenance

i. Clear the dishes once everyone at the table has finished eating. You may ask the guest if there are
any side dishes you can take away for them to maximise space, but their main plate remains until
everyone has finished.
ii. Keep the table clutter free – remove empty glassware, empty bottles, used napkins, dirty plates.
iii. Clear the table when all guests have finished.
iv. Adjust mise en place for settings - change share plates if necessary or on request.
v. Crumb/clear/wipe tables in between courses.
vi. Monitor drinks, keeping topping up of water and wine. If a drink is almost finished, ask if the
guest would like another (this also goes for when an empty glass is cleared).
vii. Clear empty glassware from table and sell more drinks, a change of wine, upsell spirits/wine as
required, know your guest and pick the right moment.
viii. Most importantly, ANTICIPATE when the guest will need you back at their table with your
attentiveness.

8. Clearing Table
i. All plates and everything relating to savoury courses are cleared – salt & pepper shakers, excess
cutlery etc
ii. All empty glasses are cleared.
iii. Table is brushed down or ‘crumbed’ in between courses and also as soon as the guests leave.
iv. Desserts are offered. If no for desserts, coffee/tea is offered.
 v. When the guests finally leave there should be nothing left on the table other than their water glass
and the last drink they had (this ensures the tables look neat, clear and tidy but also allows for a
quick turnaround and reset of the tables during a busy service).
vi. THERE SHOULD NEVER BE ANYTHING ON THE TABLE AT ANY GIVEN TIME THAT
THE GUEST IS NOT USING OR ABOUT TO IMMEDIATELY USE.

9. Dessert Menus Offered

i. Verbal any specials/out of stock/menu changes to the table.
ii. Take dessert order and set immediately with a dessert cutlery plate accordingly. Set with share
plates if required. If coffees/teas are ordered ensure a copper pot with sugars/sweeteners is placed
on the table immediately after the order has been taken.
iii. Offer an appropriate accompaniment to dessert – sweet wine, digestifs, coffee/tea.
iv. Monitor arriving desserts and co-ordinate dessert wine/tea/coffee promptly (Repeat Step 6 & 7
but for the desserts).

10. Final Clear

i. Clear all plates and all items not required. ‘Crumb’ down table again.
ii. At this point the guest will be sub consciously thinking about the bill, the overall experience and
the tip. If you took care to keep the table impeccably presented, particularly at the final clear, you
will maximise both your tip potential and the overall impression of yourself, your colleagues and
the restaurant as a whole.
iii. Review the bill before it is presented at the table.

11. The Bill

i. Be prompt with bill requests. Only present the bill if it has been requested.
ii. Check whether guest has an open Bar Tab that might not have been transferred to the table.
iii. Some guests may want to retire in the Bar areas post dinner. If they wish to relocate to the bar
area, their restaurant bill MUST be paid before they move. It is your responsibility to ensure this
happens and to avoid ‘losing’ a table.
iv. Accepted payments are:
 CASH - deliver promptly to the cashier/POS TWO. Make mention that you will get them
their change (hoping they may say no change is required as a tip). Otherwise, unless specified
by the guest, always return the change.
 ANY CARD (Visa, MasterCard, AMEX and Eftpos attracts a 1.5% card charge)
 Room charge receipts must be fully completed, signed by the guest and processed through the
POS BEFORE the guest may leave the venue.
 NO CHEQUES
 Prepare any cloak room items for when the guests leave.
12. The Conclusion/Finishing
i. After payment it is professional to maintain attentive service until the guests leave.
ii. Always farewell your guests.
iii. When the guests leave there should be nothing left on the table other than their water glass and the
last drink they had (this ensures the tables look neat, clear and tidy but also allows for a quick
turnaround and reset of the tables during a busy service).
iv. Table Maintenance all the way, Anticipating when the guest will need you, Attentiveness,
Speedy bill delivery, Speedy Processing and a Big farewell (these are the memories the guest
will take with them!)

13. Table Reset

i. Wipe and reset table promptly.
ii. Communicate with host for reset requirements.
iii. Check chairs/booths are crumbed. No food/used napkins are under or around tables.
NB: Some guests may have waited a long time for their table, please ensure they are looked after
promptly and with care.