OBJECTIVE

To ensure that all F&B team know the standards.

POLICY

It is the policy of the hotel that all F&B team follow the same standard.

PROCEDURE

Greeting the guest

If guest have reservation

“Good (Time of day) Sir/Madam! Welcome to (name of the outlet)!”

“May I please get your name Sir/ Madam?”

“(Name of guest) you have requested/ reserved a table for _______ (no. of pax), in the (Specify smoking or non smoking section)! We have your table ready! This way please.”

If guest does not have reservation

“May I please get your name Sir/ Madam for our reference?”

“May I know how many people are there in your party?”

“Would you prefer a table in the smoking or non-smoking section?”

“We have a table for you (Name of guest)! This way please!”

“May I know if this is your first visit to (name of the outlet)?”

I hope you will enjoy your visit!”

2. Seating the guest

“(Name of Guest)! ”

“Please have a seat.”

If guest is happy with the seat, proceed to present menu.

If guest is unhappy with the table…

“If you will please have a seat at this table for now, I will organize another table for you.”

If you have an alternative…

“Sorry to have kept you waiting. We have another table for you! This way please!”

If you do not have an alternative…

“I apologize but we do not have any other table available right now. Please take a seat at this table and I will try to organize another table as soon as possible.

3. Presenting Menu

“Excuse me, Sir/Madam. This is our menu. Please have a look”

4. Self-Introduction

Introduce your name “ Say, My name is ____,

5. Taking beverage order

“May I recommend a glass of (Specific Drink) to start with?”

“Thank you! I will be right back with your drinks!”

6.Taking an order

“Excuse me, Sir/Madam! Have you decided on what you would like?”

If guest is ready just proceed to take the order.

If the guest is not ready?

“Please take your time! I will return shortly!”

7.Serving an order

“Excuse me Sir/Madam! Your (Specific name of item ordered)!”

“Enjoy your (Appropriate course of meal)!”

“Enjoy your (Appropriate meal period)!”

8.Clearing the table

“Excuse me, Sir/Madam. May I clear your plate? ”

“Excuse me, Sir/Madam. May I take this away?”

9.Presenting the Bill.

“Yes (Name of guest)! I will be right back with your bill!”

Present bill to guest and say, “Excuse me (Name of guest)!”

If guest is settling the bill with cash?

“Thank you very much! I will be right back with your change, Sir/Madam!”

If guest is signing the charges to their room

“Excuse me, Sir/Madam. Please print your name in capital letters, your room number and we would also require your signature!”

After guest has signed the bill say, “Thank you very much!”

If guest is settling the charges with their credit card

“Thank you very much! I will be right back Sir/Madam!”

“Excuse me Sir/Madam! We require your signature on both the check and the credit voucher!”

After guest has signed the bill and credit voucher say, “Thank you very much!

10. Bidding Farewell

“Thank you very much! Look forward to seeing you soon!”

“Thank you very much!:

“Thank you for coming!”

“Have a nice (day period)”