Hospitality A1

1) Greet & Seat

Smile say good morning/good afternoon with Ms or Mr, escort to table assist by pulling out chair

2) Glass and Napkin

After the guest sitting down pick up napkin with right hand, say may I before putting it on guest lap

3) Present menu

Present menu right-side up, Open the menu on the first page while offering it to guests, hand menus politely with smile and say specialities

4) Take Beverage Order

Allow customers to settle down and stand a bit away from the table and ask if ready to take beverage order repeat order to avoid misunderstandings

5) Offer complementary bread & butter

Place butter plate in the center of the table with right hand, hold the bread basket on left hand and serve bread from the left hand side of the guest, on the side of the bread tong, Ask guest choice of bread they want and say what they are

6) Serve beverages

Pour water from the right-hand side of the guest with your right hand, fill three quarters of glass only make sure that the rim of the jug doesn’t touch the glass rim, serve with holding tray with left hand and use right hand to place on guests right side

7) Take food order

Pen and paper, ask if ready to order bend slightly forward , ask how food to be cooked ,repeat order, take menu from right side

8) Adjust cover /cutlery arrange

Change cutlery according to choice of food, EXAMPLE if fish give fish fork and knife

9) Serve starter

Make sure food is nice to present

10) Clear starter

Ask if they are ready to get plates and say how was your meal

11) Top up water and bread

Ask if she would like more bread and refill of water if yes make sure bottle doesnt touch rim and soft drinks take on tray

12) Serve main course & accompaniments

Serve food, repeat order while handing out food, from guests right side and say enjoy your meal, After 2 mins check on customers to check if everything is alright

13) Clearing of main course and unused cutlery and cruets and butter dish

Clear main course + unused cutlery take from right hand side of guest, ask how was food and remove side plates and cruets and butter dish

14) Crumbling down

After cleaning of main course and before dessert, brush crumbs onto a dinner plate using a folded service cloth held in your right hand

15) Adjust sweet cover

Place dessert spoon on right side of the cover and dessert fork on left side

16) Present sweet & coffee

Take dessert display at table, Explain dessert to show knowledge

17) Take sweet and coffee order

Repeat order to avoid misunderstanding and confusion

18) Serve coffee & dessert

Serve coffee and dessert to guest

19) Present the bill

Check that details on the bill tally, place in front of the host or in the middle of the table and thank guests

20) Collect payment & Usher guests

Collect payment give to cashier, return to guest and give any needed change, assist guest as they prepare to leave