OPERATIONAL STANDARDS MANUAL – FOOD & BEVERAGE

UPDATE: 20.04.2024 CODE:

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SUBJECT: Checklist Service Procedure

Introduction

Overview
The following topics for the training of the service procedures are available (click on topic to browse):
Guest Guest Recommendation Order
Reception Seating Taking

Service Procedures Billing Guest Continuation of Service

(General) Departure Procedure

Checklist Training Topics

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Guest Reception

1. Receive the guests with a smile with in a friendly greeting (Receiving Hostess
or any of the other staff).
2. Asks the guests “How many people will be in their party.”
3. Direct guests to the table “Would you like to come this way please!”

Guest Seating

4. Seat the guests. Immediately after you have seated the guests, remove the
table settings(s) that are not required. By doing so, all staff members on duty
will know that there are no more guests to arrive to that particular table and the
standard procedure can begin.
Take care of the children

Recommendation

5. Return to the table, “Would you care for an Aperitifs drink, Madam/Sir? A fruit
cocktail perhaps or a squeezed orange juice.”

Order Taking

6. Take the order to the cashiering station and type the order: open a guest
check. Return to the table with the menus. Present the menus open. Ladies are
first. Suggest the specials or the Chef’s recommendation.

Service procedures (general)

7. Return to the beverage dispense bar to collect the drink order and serve the
drinks to the guests.
8. Serve bread and butter (if not already on the table)
9. Unless you can sense that the guests are in a hurry, leave them ample time to
read the menu and to drink their aperitifs. When the guests close their menus
or put them aside, it is time to take their order.
OPERATIONAL STANDARDS MANUAL – FOOD & BEVERAGE

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10. Return to the table to take the food and beverage order. Before doing so, make
a table plan by numbering the seats on your docket. When you stand in front of
the table, the first person on you left is number one and thereafter, you carry on
counting clockwise around the table. Now you will be able to serve all the meal
without even having to ask who is having what. Start taking the order. Ladies
are first, even if she is not sitting in the number one position.
11. “Are you ready to order, Madam / Sir?”; “Would you care for a second starter,
Madam/Sir?”; “Would you like a salad with your main course, Madam/Sir?”
“Thank you for your order, Madam / Sir.”. Before leaving the table, “Would you
care for something else to drink, Madam / Sir?”
12. When a guest orders a steak, remember to ask “How would you like your steak
done, rare?, medium rare?, medium?, well done?.
13. Take order to the cashier printer. Do not forget to print it on the guest check.
Return to the table with all required extra cutlery on a napkin - covered plate.
Lay out the cutlery properly. Never carry cutlery in your hands whether clean or
dirty.
14. Take away any empty glasses. Trays are to be used at all times. Make sure the
guests always have drinks in front of them.
15. Keep a close eye on ashtrays. When changing an ashtray, take the clean
ashtray over the table on a tray, exchange the dirty ashtray with a clean one
upside-down over the dirty one. Then place the clean ashtray on the table,
away from the non-smokers at the table.
16. Serve the first course, use trays and always make sure that hot starters or
main courses served are on hot plates. Carry two plates in your left hand with
serving towel and carry a third plate in your right hand with folded linen napkin.
Remember to carry the plates in the right sequence so that you are able to
serve the Ladies first.
17. To serve from the right or the left?
a) From the left
 Present menus
 Serve/clear bread plate
 Serve/clear salad plate
 Crumbing off tables
 Serve/clear finger bowls
b) From the right
 Serve food already set on plates
 Serve drinks, coffee - soft drinks etc.
 Clean everything except bread plate, salad and finger bowls
18. When all have been served: “Have a nice meal!” or “Bon Appetite!”
19. Only clear the plates away from the first course when every table guest has
finished eating. Carry all the cleaned items from the table to the kitchen,
dishwashing machine in your left hand and use your right hand if necessary.
Remove all cutleries from the table that was used or meant to be used for the
first course.
20. Some procedures for cleaning all crockery and appropriate cutlery. Only leave
cutlery that is to be used for main course. Service stations are to be used for
clean items only and all dirty dishes are to be removed immediately to the
kitchen / dishwasher.
OPERATIONAL STANDARDS MANUAL – FOOD & BEVERAGE

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21. Serve the main course when ready. Do not forget to keep an eye on drinks and
ashtrays throughout the entire meal.
22. “Hope you enjoyed your meal, Madam / Sir!”
23. Crumb the table with a linen napkin and under liner.
24. Take the toothpicks over to the table. If necessary
25. Return to the table for the guests that seems ready to order. After taking the
order “Thank you for your order. Madam/Sir.”; “Would you care for some
coffee, tea, espresso?”
26. Clear dessert covers - offer more coffee, espresso, tea.

Billing

27. Serve the bill only upon request of the host. “Thank you, Madam/Sir.”

Guest Departure

28. The waiter, receiving hostess or the head waiter must say good-bye to every
leaving guest.

Continuation of Service Procedures

29. After every setting of a table:

 Check table clothes/paper sets for soiled areas. If soiled, then change the
tablecloth.
 Check salt and pepper. Refill when not full.
 Put chairs back where they belong in straight lines.