STANDARD OPERATING PROCEDURE – FOOD AND BEVERAGE DEPARTMENT

JETWING HOTELS

Sequence of Service
(Welcoming the Guest to Bidding Farewell)

1. Meeting the Guest

 Observe the guest & walk towards the guest, with a smiling face.

2. Greeting the Guest

 Greet the guest politely saying “Ayubowan”.
 Welcome the guest to the restaurant with a smile and greeting: E.g.:
“Welcome to Lagoon restaurant, Mr./Mrs. .......................”

For Reserved Tables,

Check with the guest whether they have a reservation.

 “ Sir/Madam, do you have a reservation with us”
 “ Have you made a reservation Sir/Madam”
If yes,
 “ Under which name have you made your reservation”

For Guests without Reservations,

Confirm the number of guests

 “How many persons? Mr/Mrs” (avoid using pax, people)

If a table is not available,

Seat the guest at the lobby or an alternative place until the table is
ready.
 “May I offer you a seat at the (location as per the hotel) till
your table is ready?”

If a table is not available,

Seat the guest at the lobby or an alternative place until the table is
ready.
 “May I offer you a seat at the (location as per the hotel) till
your table is ready?”

3. Escorting the guest

STANDARD OPERATING PROCEDURE – FOOD AND BEVERAGE DEPARTMENT
JETWING HOTELS

 Guests need to be seated at a fully set clean table.

 When escorting the guests to the table always use open palm right hand
(avoid pointing fingers at tables).
 Offer options of the tables that are available - “Would you like to have a
seat this table….”

4. Seating the Guest

 Invite the guest to sit – “Sir/Madam, please”
 Smile and pull a chair out for the guest.
 Attend to disabled persons/senior citizens first.
 Attend to ladies before gents.
 Offer baby chairs for children.
 Push the chair in when the guest is about to sit down.

5. Placing the Napkin

 Excuse the guest and take the napkin to your hand.
 Fold the napkin in a triangular shape with minimum handling.
 Lay the napkin on the lap of the guest from the right hand side of the
guest.
 Start with the elderly lady, matured ladies and other ladies, elderly gents
and other gents last.
 If it is a buffet, place the napkin on the side plate.

6. Enquiring from Guest

 For breakfast, ask the guest for their tea/coffee preference
“Would you like to have Tea or Coffee?”
 Evening/afternoon, ask the guest “May I get you a bottle of still or
sparkling water Mr./Mrs.”
 Ask the guest “May I know your name and room number”
 Wish the guest an enjoyable breakfast – “Enjoy your breakfast /dinner
Mr./Mrs…”
7. Removal of Extra Covers
 Once all the guests are seated, excuse the guest and remove the extra
covers.

8. Presenting the Menu & Order Taking (Reference: Training lesson no2)
 Presenting the Food and Beverage menu
 Product Knowledge.
 Suggestive Selling.
 Punch the order into the POS machine and generate the KOT or BOT.

9. Preparing Cutlery
 Prepare the cutlery required according to the order taken.
STANDARD OPERATING PROCEDURE – FOOD AND BEVERAGE DEPARTMENT
JETWING HOTELS

 Hold cutleries from the neck while changing in order to avoid the finger
marks on them.
 Remove the unwanted cutlery from the table

10. Serving Water

 Pour into the glass water from the right hand side, leaving space of 1
inch at the rim of the glass.

11. Serving of bread

 After taking the food order bread is to be served with dips and olive oil
(butter to be given on request).
 The basket needs to be refilled constantly until the guest finishes their
main course

12. Food Pick up

 All food collected should be served immediately, do not stall food
orders specially hot food.

13. Serving of Starter, Soup, Sorbet, Main course…

 Pick up and serve the food using the correct service methods. (Ladies or
kids first, right side service (where possible)
 Depart the table by saying “Enjoy the food or soup….”

14. Clearance
 Once you identify the whole table has finished, start clearing the table.
 Remove the unused cutlery using a cutlery pocket.