WELCOMING AND GREETING THE GUEST

Restaurant Services
1. Welcome the guest

 Greeting: Good morning/afternoon/evening Sir/Ma’am or Mr. or

Mrs. . I am at your service. Welcome to PPNHS HE Restaurant.
 Do you have any reservation ma’am?
If there is reservation bring the guests to their respective table.

 We have prepared a nice table for your party ma’am.

 This way please.
If there is no reservation…

 May I suggest a table for you sir, how many are you, or table for 3 or 4 or are
you alone ma’am?
When the guest is a repeat patron, welcome him back.

 Welcome back Mr. or Mrs. We are glad to see you again.

If the outlet is full and there is no available table…

 I am sorry Sir/Ma’am but all seats are occupied at the moment. Do you mind
waiting at the lounge and I’ll call you the moment we have a table available for
you.

If the waiter/attendant are not yet available to attend the guests, the receptionist shall
tell the guests…

 The waiter/attendant will be with you in a short while.

In case banquet when there is an overflow and all seats are already taken…

 I’m sorry Sir/Ma’am we have an unexpected overflow and all seats are already
occupied. However, our staff is preparing additional tables and chairs for you.
May we request you to wait at the lounge and I’ll call you when we are ready.

2. Seating the guest

Seat ladies, older before gentlemen; older ladies before young ladies. Give ladies
the best view.

 This way please… will this table be alright for you ma’am? (pull the chairs and
the guest seat)
3. Laying the Napkin

 Excuse me Sir/Ma’am, may I lay your napkin?

  Serve the water…
Remember the glass should only be ¾ full, serve water from the right side of the guest
using right hand and right foot forward.
Your iced cold water Sir/Ma’am…

 I am your food server for the day and it’s my pleasure to be of service
to you.

Give the menu card and list down the orders

Recite the orders to the cashier and to the kitchen.

4. Serving bread and butter

Serve bread and butter to the left of the guests.

 Sir/Ma’am, this is your freshly baked bread.

5. Presenting the Menu Card- Wine List
Present the menu to each guest, ladies first. Present the menu from the guest’s right
side.

 Sir/Ma’am, I would like to present to you our menu for your selection, I will
take your order whenever you are ready.
Give the menu card.

6. Explaining the menu and taking the order

If the guest are ready to order…

 Sir/Ma’am, if you are ready, may I take your order now?

If not,

 I’ll be back with you in a short while.

Offering aperitif…

 May I get you a bottle of Martini before your meal?

 Or would you like to try our famous drink of the month? It’s a
special concoction of our bartender. I’m sure you will like it.

If the guest cannot decide what to order, offer suggestion and explain the menu.

 May I suggest the following items? For your starter may I recommend a light
appetizer the chili sweet and sour shrimp salad. Would you like it Sir/Ma’am?
May I also bring you our hot steaming soup of the day

7. Suggesting house specialties

  Sir/Ma’am, our chef has prepared a very special and robustly flavored entrée
today. It’s a special dish of sirloin steak served with baked potatoes and garden
vegetables. Our sirloin is marinated overnight, seasoned with salt, pepper, and
secret herbs and spices. And our chef does an excellent job of cooking it.

Ask the desired manner of preparation

 How would you like your sirloin steak to be done? Is it medium, rare, or well
done?

Suggesting wine…

 May I suggest a bottle of red wine to complement your meal? Our house is
serving .

For dessert:

 How about fruit flambé for your dessert Sir/Ma’am?

For coffee or tea:
How about freshly brewed coffee or tea to complete your meal?

8. Writing the order

9. Repeating the order

 Sir may I repeat your order? .

10. Removing spare covers/ adjusting flatware, cutleries, glassware

11. Serving the beverage

Serve ladies before gentlemen.

Stand to guest’s right side, with the beverage tray on the left hand, parallel to the
floor.
With your right foot, take a step toward the guest, placing your right foot between
chairs.

 Presenting and serving main course wine

 Purpose of presenting the wine
1. Allowing the guest to see what they ordered, before opening it.
2. Allowing the guest to see and check the vintage if the bottle agrees with the
vintage described on the wine list.

Technique: Presenting a bottle of wine

 Approach the guest from his or right side.

 Hold the base of the bottle in the palm of your left hand, with a folded, clean
napkin immediately beneath the bottle. Hold the neck of the bottle with your
right hand.
 Tilt the bottle so guest can easily read the label.
  Do not shake or make any sudden move in the bottle, especially if it is old red
wine

Technique: Serving wine

 Approach the guest who ordered the wine from the guest’s right side.
 Pour about tone ounce into the glass. Allow the wine to be tasted, and either
accepted or rejected.
 Sir/Ma’am, would you like to taste the wine first?
 Proceed to serve other guest at the table, serving ladies before gentlemen.
 Pour from the right side to the guests, using your right foot forward and
traveling around the table in clockwise direction if possible.
 Fill each glass with about 3 to 5 ounces of wine, the wine glass should not be
more than half full at any time
 Replace the bottle inn the ice bucket (if white wine or sparkling wine)
 When pouring the wine, never allow the bottle to touch the rim of the glass
 As you pour, make sure the label is always fronting to each guests
 To pour, use your wrist
 Touch the tip of the bottle with a clean folded napkin to catch any drip from the
bottle
 Refill glasses as they are emptied. Don’t wait to be asked.

Sample phraseology:

Presenting the wine

 Sir/Ma’am, may I present to you your order of Carlo Rossi. It is 750ml in

volume, a light-bodied red wine, with 12% alcohol by volume and good vintage
year of 1999.

Before opening the bottle

 Shall I open the bottle for you Sir/Ma’am?

Present the cork

 Here’s the cork, sir.

When pouring for tasting

 Would you like to taste it first sir?