20+steps+of+service

20 Steps of Service 1. Introduce yourself and acknowledge your guest within 90 seconds 2. Greet the table and ask the guests for their drink order. 3. Have drinks properly garnished and delivered to the table within 3 minutes. 4. Inform guests on any promotions or specials that are currently taking place. 5. Take the food order (once the menus are closed is a good rule of thumb) a. Offer appetizers b. Be confident, use positive body language including nodding and words. i.e. “good choice” or “my favourite” etc. You are a salesperson, not a walking, talking vending machine. 6. Remove all menus 7. Survey and maintain (drink re-fills, bring side plates, condiments and pedestal, remove empty glassware, etc.) 8. Inform your guests about your steps of service, (“I’ll be right back with your drinks, appetizers etc.”) 9. Timing of meals a. Time it to the longest item b. Meals should be served no longer than 5 minutes after the appetizers are cleared. c. It is your responsibility to inform a manager if it has taken more than 15 minutes from the time you order your food to come up in the window. 10. Serving the main course a. Once again survey and maintain b.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Offer a 2nd drink 11.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Quality check. Listen to the answer. “fine” does not create raving fans. a.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Ask within 2 or 3 bites (60 seconds max) b.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> And again halfway through the meal. 12.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Clear plates and utensils. Perform final quality check. 13.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Identify our dessert menu and describe a selection 14.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Offer coffee or tea 15.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> ??????? (it was offer offer ice cream which is a spaghetti factory thing?) 16.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Present the billfold 17.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Making change (thank you, I’ll be right back with your change). Please do not ever ask the guest if they would like or need change for a bill 18.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Smile, say “thank you” once again. If the guest uses a credit card please address them by their name. 19.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Service does not stop until the guest leaves the building. Always greet everyone in passing every time. 20.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> Clear your table of any plates, utensils or garbage. Clean with spray and re-set for the next guests.