SEQUENCE OF SERVICEA LA CARTE

What is the first thing we as individuals should do

before we start our shift ?

Look at our individual presentation and ensure we comply with the Grooming

standards of Jaz Hotels & Resorts.

1. Grooming

Nametag Uniform Shoes Socks or hosiery

GENERAL HYGIENE• Over-all cleanliness

including oral hygiene.• Clean hands, nails

trimmed

• Hair is tied back using hair accessory issued by the Hotel if hair is on or below shoulder length.

• Decent hair style for all lengths of hair• Make-up is simple and natural looking.• Jewelry

- stud earrings at the bottom of earlobe; only one per ear - decent watch either in gold, silver or leather - only one ring is worn, no thumb or pinky ring, simple

design- necklace should be worn underneath the uniform blouse /

shirt- Single bracelet/anklet

- Clean shoes, in good condition, preferably non-skid type of shoes

Grooming - FEMALE GROOMING STANDARDS

• Hair is no shorter than a #2 clip, above shirt collar, conservative style

• Sideburns is no longer than halfway the earlobe• Mustache is well maintained, no goatees, beard, grow-in look• Jewelry

- no earrings- conventional watch either in gold, silver or leather- only one ring is worn, no thumb or pinky ring, conservative

design - necklace should be worn underneath the uniform shirt

• Clean shoes, in good condition, preferably non-skid type of shoes

• Undershirts must not be visible. Use V necks or singlet, plain white shirt.

Grooming - MALE GROOMING STANDARDS

SMILE

2. Welcome Guest

Acknowledge immediately. Team member greeting friendly Hostess should be genuine in caring for guest English “ Good ---------- welcome to ----------, -- for

lunch dinner, breakfast ? Do not ask if the guest has a reservation if you do

not have any on your book If you have reservation ask for the guest name

and not the room number Now you have the guest name – use it (enter it in

your reservation book) Always smile and use customer’s name ALL TIMES

3. Seat Guest at table Informed of wait to be seated within 2

minutes Customer should be escorted to the

table. Customer should only be seated at a

table that is completely set Assist customer in pulling out the chair Food and Beverage menus should be

handed together to the guests and explained.

Advise that you waiter will be along shortly to explain the daily specials

Inform your guests of the server’s name.

Always smile and use customer’s name ALL TIMES

4. Team member introduction

Team member should introduce him/her self? “ Good ------------Mr./Ms. ---- my name is --------- and I will be your waiter for this _______.

Team member made eye contact. Always smile and use customer’s name ALL TIMES

5. Clearing or adding extra utensils

Clear or add more Plates, Glasses Silverware, chair and napkin ( depending on the number of customers occupying the table) .

6. Explain Menu

• Team member explain the menu and offer specials of the day

• 1 Food , suggestive sell specials of the day or buffet items

• 1 Beverage, suggestively sell wine/beverages? ( wine of the month, cocktail of the day , etc)

• Always smile and use customer’s name ALL TIMES

7. Take Beverage Order

Team member must be knowledgeable of menu.

Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again.

Repeat Order to customer

Drinks rung immediately

Always smile and use customer’s name ALL TIMES

8. Serve Beverages

Drinks served within 3 minutes or sooner if possible.

No intoxicated customers to served, if you believe they are intoxicated, please advise your immediate Supervisor or Manager

Beverage presentation should always be presentable, Fresh garnish clean glass.

Drinks served ( provide coaster if there is no table cloth)

Always smile and use customer’s name ALL TIMES

9. Take Food Order

Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again ( starting from oldest woman ending with the host ).

Repeat Order to customer Food order rung immediately before being served Waiter must be knowledgeable of menu Always smile and use customer’s name ALL TIMES

10. Serve Amuse Bouche

Team member serves amuse-bouche to all guests.

Give a brief explanation of it and have an option for allergic customers

Team member wishes customer “Enjoy your appetizer”

Always smile and use customer’s name ALL TIMES

11. Cleared Amuse Bouche

Team member checks first if all customers have finished

Team member ask customer if they enjoyed

Clear Amuse-Bouche using a round tray or hands ( usually are small portioned plates)

Adjust cutlery on the table for entire menu up to main course.

Waiter excuses himself when leaving the table.

Always smile and use customer’s name ALL TIMES

12. Serve Appetizer

• Cutlery must be placed prior to the appetizer being placed.

• Appetizer food / Salads served within 10 minutes of order taken.

• Always serve from the right where possible• Always serve ladies first ( starting from the oldest

one )• Always serve the host last• Check all guests have received their correct orders

and condiments• Wish the guests “ Please enjoy your meals”• Always smile and use customer’s name ALL TIMES

13. Check your guests

Team member checks back within 3 minutes?

Attempt to establish rapport with your customers by checking that everything is to their satisfaction.

Check Drinks Level – (if less than ½ glass offer another glass )

• Check the bread, offer more “ Would you care for some more ……..?’

• Always smile and use customer’s name ALL TIMES

14.Table cleared

Team member checks all customers have ALL finished

Clear appetizer plates, empty aperitif glasses anything that is not being used for future courses

Team member checks that cutlery for entrée are clean and on the table.

Refill glasses water, wine, ask customerif they would like some extra bread

• Always smile and use customer’s name ALL TIMES

15. Serve Entrée

• Cutlery must be placed prior to the entree being placed.• Entree food served within 10 minutes of completion of

previous course or on customer advice. Always serve from the right where possible. Always serve ladies first ( starting from the oldest one ). Always serve the host last. Check all guests have received their correct orders and

condiments. Change Ashtray if necessary.• Wish the guests “ Please enjoy your meals”• Always smile and use customer’s name ALL TIMES

16. Check your guests

Waiter checks back within 3 minutes Attempt to establish rapport with your customers by

checking that everything is to their satisfaction. Check Drinks Level – (if less than ½ glass offer

another glass ) Check the bread, offer more “ Would you care for

some more ……..?’• Change Ashtray if necessary• Always smile and use customer’s name ALL TIMES

17.Table cleared

Waiter checks all customers have finished Clear entree plates, B&B plates and knife Do not clear wine glasses until the dessert is not served

( many customer likes to drink wine with or after the dessert) if glass empty ask customer permission to clear it or refill

Waiter do not overload plates ( max 3 to 4 plates at a time )

Clear petit ménage ( salt, pepper, sauces) Crumb the table down ( always used of phraseology

“Excuse me sir or madam” ) Always smile and use customer’s name ALL TIMES

18.Present Dessert Menus

Present dessert menu to all customers and give a brief explanation

Offer specials of the day Waiter will inform customer order will be taken in a

moment ( do not give specific time ) Inform guests if long preparation time is needed Always smile and use customer’s name ALL TIMES

19. Taking Dessert Order

Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again.

Repeat Order to customer Server must be knowledgeable of menu• Server must inform guest of dessert specials or

specialty buffet items• Suggestively sell desserts• Desserts rung immediately before being served• Always smile and use customer’s name ALL TIMES If guests declines desserts order proceed to step 18

20. Serve Desserts

• “Only place desserts on table if appropriate cutlery is there”

• Dessert must be served within 10 minutes of completion order.

Always serve from the right where possible. Always serve ladies first. Always serve the host last. Check all guests have received their correct orders. Change Ashtray if necessary.• Wish the guests “ Please enjoy your desserts”• Always smile and use customer’s name ALL TIMES

21. Take Coffee Order

• Sell after dinner drinks - coffee, tea?• “Can I offer you Coffee, Tea , Hot Chocolate” Offer selection of Loose Leaf Teas Offer selection of Coffees, Late, American, etc Listen attentively to the customer’s request. If you are

unsure ask the guest to repeat again. Up-sell Liqueur or Specialty Coffee of the month Repeat the order to the guests Always smile and use customer’s name ALL TIMES

22. Serve Coffee / Tea

• Coffee served within 5 minutes

• Served as per Jaz Hotels & Resorts

• Always smile and use customer’s name ALL TIMES

23.Check your guests

Server checks back within 3 minutes Check with customers that everything is to their

satisfaction. Check Drinks Level – (if less than ½ glass offer

another glass ) Ask if they require any more items “ Is there an else I may offer you to compliment your

evening”• Change Ashtray if necessary• Always smile and use customer’s name ALL TIMES

24. Check the guests bill

• Ensure the guest has been charged correctly - Are all charges rung for any of the additional items served?

• Ensure the guest has not been overcharged for anything

• Always smile and use customer’s name ALL TIMES

25. Present the Bill

• All Bills should be presented to the customer not at the cashier desk unless otherwise specified by the host.

• Check must be presented within 3 minutes• Check Bill Fold is clean and not stained.• All bills should be presented with a Corporate Pen. • After guest signature or used or credit card you know

the name of the guests – SO, USE IT• Always smile and use customer’s name ALL TIMES

26. Farewell Guest

If in location assist guest in pulling out the chair.

Always Acknowledge anyone upon departure.

• Good --------- Thank you Mr. or M. ------for dining at ------ Have a nice day, evening, morning etc

• Always smile and use customer’s name ALL TIMES

27. Table cleared

Efficiently and quickly remove all Plates, Glasses and soiled linen within 3 minutes.

• Table re-set within 5 minutes of guest leaving.

27. A la carte Golden Rules

Ensure team member is knowledgeable about the food and beverage menu ( specials, items missing )

Team member inform the guest if some items are not available while we hand out the menus ( avoid customers disappointment)

Team member always repeat the order to reconfirm Team member follows table protocol ( ladies first, old people, host) If kids dinning ensure they are served first ( ask parents to confirm ) Team member communicate each other to ensure service runs smoothly Team member always keep informed guest if food is being delayed ( don’t wait

for customer to complain inform your supervisor ) Take the order with any existing system ( clock wise, numbered chairs, etc )

never ask customer what they are having Team member ensure that bread, butter, and beverages are constantly refilled (

don’t wait for customer to ask for it) Team member always ask for meat cooking method ( rare, medium , done ,well

done) Team member does clear tables just once at a time We never say “NO” to our customers, if not sure of the customer’s request,

Team member should ask Supervisor Team member needs to satisfy every guest wish Always smile and use customer’s name

Thank You