Welcoming the guest

 Acknowledge the presence of newly arrived guest

 Greet guest with pleasant smile using appropriate greetings like "
Good Morning Sir / Madam ….. “
 If possible greating by name Mr or Mr
 If the guest repeat guest, Say " We are glad to see you against ……. "
CASE 2 :
if the guest is already sitting at the table
• Greet guest with pleasant smile using appropriate greetings like " Good
Morning Sir / Madam ….. "
• Ask Help
* is there an appointment with ........
* over menu
Escorting the guest

 Usually the guest inform receptionist / waiter / attendant when they have
reservations
 Ask for smoking or no smoking area
 Ask for how many person
 Escort the guest to the table, waiter must at front of the guest and saying "
This way please …….."
 The distance is not more than 2 steps from the guest walking
 Do some small talk with the guest (ex: how was your trip ….. ?
Seating the guest
o Seating the guest base on how many total of guest comes
o Open the chair, ladies first
o Pull out the chair, and push the chair using right foot
o If there is any baby, always ask for the baby chair if they need

Presenting the menu

• Present the menu when the guest already seated
comfortably and properly
• The menu should present right side UP
• Hand the menu to the guest with polite and a smile
• Ladies are presented with the menu first
• No dirty, smeared, torn menus should be given to the
guest, correction of items in the menu should be in a
very neat manner

" KEY : after finish given the menu, waiter/es must stand by at the
area, where visibility is visible in all restaurant area
Up Selling
• Before up selling our product ask
guests, about the allergies or not (base
on standard Accor HACCP )
• After give the menu, the waiter/es
must up selling for the specialty food
& beverage, favorite food & beverage
or promotion food & beverage we
have, to the guest clearly, gently and
firm.
• Ask Accor Member Card ( Le club
especially is Accor Plus … and
explain to The guest if they didn’t
know and try to enroll the guys )
• And also ask for all discount promo
(ex: mega credit card)
Taking Order
* As much as possible, identify the host / hostess because he/she wish to order for
his/her guest
* Stand erect to the left side of the guest with the note pad in the palm of the hand
( not on the table ) and a pen ready. Bend slightly forward in an attitude of listening
and close attention
* Using suggestive selling techniques through out the order taking process
* Always ask for the detail ( ex: hot or cold, with rice or not, spicy or not, first course
or second course, with sugar or less sugar etc )
* Record food dishes in proper sequence of serving order starting with appetizer,
soup, entrée and dessert

YES NO
 REPEAT
ORDER

Repeating the order

• When we repeat the order make sure waiter/ess take the guest attention by see guest
face and they eye
• After repeat the order make sure waiter/ess get confirmation from that guest if the
items is right
• And don’t forget to mention cooking time and present your name if there is any
things can we do
Make Captain Order & Distribute Captain
Order
 Always full fill all the Colum at CO
 Be certain to write orders in a legible manner to save difficulties for self, cashier
and the kitchen & bar staff who are to prepare it
 Make two different captain order for food and beverage
 Red & Yellow copy for cashier, original for kitchen n bar
 Record food dishes in proper sequence of serving order starting with appetizer,
soup, entrée and dessert. And write down properly for any request from the guest
 Share it all captain order and print sheet to kitchen and bar, food or beverage will
not come out if waiter/ess didn’t bring captain order and print sheet when posting
the CO

Cutleries adjustment
• Adjustment place mat, paper napkin and cutleries base
on guest order
Serving the food & beverage
• Serving means deliver the ordered food & beverage to the guests table and attend to
their needs throughout the meal
• Garnish potation should be on the top
• Always mention the food & beverage name when serving to the guest, and make sure
the order is right
• Always ask the guest if the order is right, and ask the guest ask for other, and leaving
the guest with permit and greating " enjoy your meal "
• Things to remember in serving the meal
• Serve and pour all beverage from the right, fill in glass 2/3 full on the glass, When
filling a glass never lift the glass from the table and pour
• Never reach across the guest. If absolutely necessary, an apology should be made.
• Waiter/ess must serve the ladies first
• Replaced astray when filled with a maximum of 3 cigarette butts, make sure to cover
them before removing
• Always served the food & beverage from the right side
 Clear up the table
• Always clear up the plate & glass from left
side
• Ask for the guest satisfaction and Do
APOLOGIZE (Ex : So Sorry for
inconvenience from us and we will info to
…..)
• Before leaving the table, suggest the for the
dessert, coffee or tea or after cocktail .

Presenting the guest bill

 Check CO first for avoid misunderstanding
 Don’t forget to give the discount, if the guest have member card (ACCOR PLUS)
 If the guest say they have Le club member card ask for room number and double check
to FO, if the amount can be a POINT
 Print the bill, and double check for the finalize
 When give the bill, bill holder must be on open position
 Mention total of amount to the guest
 Always mention the guest payment, if the guest pay by cash mention total of money at
front of the guest and if by CC ask the guest use PIN number or Guest SIGN.
 Ask for the guest satisfaction and Do APOLOGIZE (Ex : So Sorry for inconvenience
from us and we will info to …..)
Bidding Goodbye
• When the guest are ready to leave the table, the waiter must pull out the chair of, at
least the oldest or most important looking lady in the table
• Help gather the guest belongings such as umbrella, bags or package that may
otherwise forget
• Escort the guest to the exit area
• Say " thanks for coming and waiting for next visit "