Issued: October 2012 ASIA PACIFIC FOOD AND BEVERAGE SERVICE Index Nº:

POLICIES & PROCEDURES

FB-02-06
RESTAURANT OPERATIONS

Subject: Sequence of Service 2 pages

OBJECTIVE

To ensure all guests receive a consistent and positive level of service in every Accor
Restaurant, with all elements of service being completed in an efficient and appropriate
sequence.

POLICY

All Restaurant staff should provide a standardised sequence of service that meets and exceeds
guests’ expectations.

PROCEDURE

• Food and Beverage employees in the Restaurant are to follow the below steps when looking
after guests –

Greeting (refer to ‘Welcoming the Guest’ Policy FB-02-05)

• Greet guests with a smile and ‘Good morning/afternoon/evening’ (as appropriate)
• Ask the guest if they have a reservation
• Ask the guests if they are a member of Advantage Plus (or any hotel specific loyalty
program)
• Ask the guest if they have a preference for seating
• Escort and seat the guests at the table (for economy brands, refer to brand guidelines)
• In case of high attendance, prepare a waiting list for all new arrivals to control the waiting
time and order of guests. Offer seating options for waiting guests or offer to contact them in
their room when a table becomes available.

Suggestions and Service (refer to ‘Order Taking’ Policy FB-02-07)

• Explain and recommend dining options
• Take the beverage order
• Ask the guest if they will be having the buffet or a la-carte service (if appropriate)
• Take the food order (ladies first, other guests and lastly host)
• Make a selling suggestion

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Check back (refer to ‘Anticipating Guests’ Needs’ Policy FB-01-08)
Once meals have been served:
• Check meal and offer refill service
• Listen and solve the guests’ needs
• Check for guest satisfaction

See You Again (refer to ‘Cashier Billing’ and ‘Farewell the Guest’ Policies FB-02-13 and
FB-02-14)

• Present the bill

• Thank the guests for coming and ask if they were happy with everything / had any feedback
• Respond to feedback appropriately (if negative, action accordingly)
• Show gratitude and ask for re-visit

REFERENCE DOCUMENTS

POLICY AND PROCEDURE SUPPORT DOCUMENTS

FB-02-05 Welcoming the Guest

FB-02-07 Order Taking
FB-02-08 Anticipating Guests’ Needs
FB-02-13 Cashier Billing
FB-02-03 Farewell the Guest

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