CHUCS RESTAURANTS: SEQUENCE OF SERVICE

GREETING GUESTS

1. A WARM “GOOD MORNING / GOOD AFTERNOON” OR “GOOD EVENING (GUEST NAME)” IF YOU RECOGNISE THE
GUEST.
2. ASK TO THE GUESTS IF THEY WOULD LIKE TO LEAVE THEIR COATS/ BAGS IN OUR CLOAKROOM (WITH CORRECT
TAGS/LABEL, 1 FOR THE GUEST 1 FOR THE WARDROBE).
3. HOST TO CHECK IF THE CUSTOMER IS HAPPY WITH THE ALLOCATED TABLE.
4. WHEN SITTING GUESTS, PULL THE CHAIRS OUT. REMEMBER TO ALWAYS SERVE LADIES FIRST.
5. IF YOU ARE BUSY WITH ANOTHER TABLE, ALWAYS ACKNOWLEDGE THE GUEST, WITH A SMILE, MAKING EYE
CONTACT, TO LET THEM KNOW YOU ARE AWARE THEY HAVE ARRIVED. DO NOT IGNORE CUSTOMERS UNDER ANY
CIRCUMSTANCES.
6. ENSURE IF A TABLE THAT HAS A GUEST TICKET (E.G. VIP, ALLERGENS…) THE WAITER, MANAGER AND KITCHEN ARE
AWARE OF THE TABLE NUMBER.

MENU PRESENTATION

1. WHEN SETTLED, PRESENT GUESTS WITH THE MENU, LADIES FIRST, FROM THE RIGHT HAND SIDE.
2. PRESENT A BEVERAGE LIST TO THE TABLE.
3. IF MORE THAN FOUR GUESTS, OPEN AND PLACE TWO COPIES OF THE BEVERAGE LIST ON THE TABLE
4. OFFER STILL OR SPARKING WATER FOR THE TABLE WHILE YOU PRESENT THE MENU. THIS WILL SAVE TIME GOING
BACK TO THE TABLE AGAIN.
5. ESTABLISH WHO THE HOST OF THE TABLE IS. MAKE THIS PERSON THE POINT OF REFERENCE.

MENU DESCRIPTION

1. RETURN TO THE TABLE TO SERVE WATER, OFFER A BRIEF EXPLANATION OF THE CONCEPT OF OUR MENU.
WHEN RECOMMENDING DISHES, DO NOT POINT THE ITEMS WITH A PEN. ALWAYS USE YOUR LAST FINGER (PINKIE).
2. INFORM THE GUESTS ABOUT THE SPECIALS OF THE DAY AND ITEMS OUT OF STOCK.
WHEN PLACING THE WATER BACK ON THE TABLE, ENSURE THE LABEL IS FACING THE CUSTOMERS (THIS INCLUDES
ALL BRANDED ITEMS AND DRINKS THROUGHOUT THE MEAL).

PRE-DINNER DRINKS

1. OFFER PRE-DINNER DRINKS, MAKE SURE YOU ARE PREPARED WITH OPTIONS THAT YOU ARE FAMILIAR WITH, E.G.
CHAMPAGNE BY THE GLASS, HOUSE COCKTAILS OR SOFT DRINKS.
2. MAKE SURE TO REPEAT THE ORDER BACK TO GUEST TO MINIMISE ANY MISTAKES.

OPENING TABLE ON REVEL

1. INPUT DRINKS ORDER, ENSURING THE CORRECT TABLE NUMBER, NUMBER OF GUESTS AND INPUT SEAT
POSITIONS.
2. DRINKS WILL BE DELIVERED TO THE TABLE BY A DRINKS RUNNER IF AVAILABLE.

MAKE SURE THAT DRINKS ARE SERVED BEFORE ANY FOOD ARRIVES TO THE TABLE.

FOOD ORDER

1. WHEN GUEST IS READY, WRITE DOWN FOOD ORDER.

2. TABLE #, SEATING ORDER OR SEAT #.
3. ALWAYS START WITH LADIES FIRST.
4. IF YOU ARE SELLING AN OFF-MENU ITEM OR A DISH THAT IS PRICED AS PER THE WEIGHT, ALWAYS INFORM THE
GUEST OF THE PRICE.
5. BE AWARE OF COOKING TIMES, MENTION TO THE GUEST IF A DISH WILL TAKE AN EXTENDED TIME TO COOK.
6. ESTABLISH ANY ALLERGY / DIETARY REQUIREMENTS AND ADVISE WHERE APPROPRIATE (PLEASE SEE ALLERGEN
SHEETS & PROCEDURES).
7. IF A GUEST REQUESTS TO CHANGE A DISH, ALWAYS CHECK FIRST WITH THE KITCHEN THAT THIS IS POSSIBLE.
PARTS OF THE DISH MAY BE PRE-MADE AND NOT ABLE TO BE CHANGED.

CHUCS RESTAURANTS
8. REPEAT ORDER BACK TO GUESTS.
9. ENQUIRE IF THE GUESTS WILL BE DRINKING WINE. BE READY WITH SUGGESTIONS/RECOMMENDATIONS.
10. IF NO ORDER, REMOVE BEVERAGE LIST.
11. PROCESS ORDER IMMEDIATELY INTO REVEL/ENACTOR.
12. ENSURE CORRECT SEAT #.
13. MAKE SURE THAT THE KITCHEN IS AWARE OF ANY ALLERGY/REQUIREMENTS, INFORM THE KITCHEN YOURSELF IN
PERSON, AND CONFIRM IT ON THE ORDER TICKET SENT THROUGH MICROS. THE ALLERGY/REQUIREMENT NEEDS
TO BE PUT ON EVERY TICKET FOR THAT PERSON, TO PREVENT ANY CROSS-CONTAMINATION.

WINE DELIVERY

1. MAKE SURE TO USE A TRAY TO SERVE THE WINE GLASSES TO THE TABLE AND ALWAYS HOLD WINE BASE TO PUT
THEM DOWN.
2. WHEN SERVING WINE, ALWAYS USE WINE NAPKIN.
3. WHITE/ROSE/SPARKLING TO BE PUT IN AN ICE BUCKET LOCATED AROUND THE ROOM AND TABLE NUMBER
WRITTEN ON THE LABEL.
4. RED WINE TO BE PUT ON WAITER STATION/BAR AND TABLE NUMBER WRITTEN READY FOR TOPPING UP.
5. SOME GUESTS WILL WANT TO HAVE THE WINE NEAR THEM OR THE TABLE, THIS IS NO PROBLEM.

MISE-EN-PLACE

1. ENSURE CUTLERY IS CORRECT FOR DISH ORDER (SEE TRAINING NOTES FOR INDIVIDUAL MISE-EN-PLACE).
2. MAKE SURE THAT ALL THE CUTLERY IS CLEAN BEFORE SERVING.

FOOD DELIVERY AT TABLE

1. DISHES WILL BE TAKEN TO THE TABLE BY FOOD RUNNERS (IF AVAILABLE), AND PLACED AT THE TABLE WITH A
DESCRIPTION. A SIMPLE DESCRIPTION MUST ALWAYS FOLLOW ON EACH DISH.
2. ENSURE THE PLATE HAS THE LOGO FACING THE CUSTOMER.
3. ALWAYS SAY ‘EXCUSE ME’ TO THE GUEST BEFORE EACH DISH IS PUT DOWN ON THE TABLE - FROM THE RIGHT
HAND SIDE WHERE APPROPRIATE.
4. WHEN THE WRONG DISH HAS BEEN SENT TO THE TABLE, APOLOGISE TO THE GUEST AND INFORM THE MANAGER
ON DUTY OF THE MISTAKE, WHO WILL INFORM THE KITCHEN TO RECTIFY THE PROBLEM.
5. VERY IMPORTANT: REMEMBER TO ALWAYS ASK THE GUEST IF THEY WOULD LIKE SOME PARMESAN ON TOP OF
THEIR DISH, PASTAS ETC. (WHEN YOU SERVE THE PARMESAN, YOU MUST ACKNOWLEDGE TO THE GUEST THAT
THE PARMESAN WE USE IS AGED FOR 18 MONTHS).

CHECK BACK WITH TABLE

1. WAIT 2 MINUTES/CONVENIENT TIME AFTER THE FOOD HAS ARRIVED AT THE TABLE & CHECK BACK WITH THE
GUEST. DO NOT SAY “IS EVERYTHING OK?”, ALWAYS ASK “HOW IS YOUR PASTA , SEA BREAM, SALAD ETC.?”
2. IF THE GUEST DOES HAVE A CONCERN OR PROBLEM WITH THEIR MEAL, ENSURE YOU UNDERSTAND CLEARLY
WHAT THE PROBLEM IS AND IMMEDIATELY CONSULT THE ASSISTANT MANAGER / MANAGER ON DUTY. ENSURE THE
PROBLEM IS HANDLED IMMEDIATELY. DO NOT DELAY UNDER ANY CIRCUMSTANCES.

CHUCS RESTAURANTS
 ONGOING SERVICE DURING THE MEAL

TABLE MAINTENANCE

1. REMEMBER TO UP-SELL AT ALL TIMES - EXTRA DRINKS ETC .

2. REMOVE THE APERTIVO BOARD AND BREAD BASKET - AFTER THE STARTERS AT THE LATEST - UNLESS THE
CUSTOMER WANTS TO KEEPS THIS.
3. WATCH TO SEE IF THERE ARE DIRTY DISHES / FINISHED ITEMS YOU CAN CLEAR AWAY / KEEP THE TABLE CLEAN.
REMOVE ANY PRE-DINNER DRINKS FROM THE TABLE IF THE GUEST HAS FINISHED WITH THEM.
4. DO NOT LEAVE YOUR SECTION UNLESS THE MANAGER / ASSISTANT MANAGER HAVE BEEN MADE AWARE. THE
TABLE NEEDS TO BE KEPT CLEAN THROUGHT THE DINING EXPERIENCE.
5. MAKE SURE BRANDED LABELS ARE CONSTANTLY FACING THE CUSTOMER. SALT AND PEPPER TO BE STRAIGHT
AND IN CORRECT POISITION AFTER USE.

CONTINUALLY CHECK THE TABLE

• SPILLAGES OF ANY SORT SHOULD BE CLEANED UP IMMEDIATELY WITH A CLOTH.

• KEEP AN EYE ON THE GUEST TO ENSURE A FAST, POSITIVE AND EFFICIENT SERVICE.
• ANTICIPATE A GUEST’S NEEDS AND REQUESTS.
• ALWAYS SMILE AND BE POLITE.
• IF A DISH OR DRINK IS FINISHED, DOUBLE CHECK WITH THE GUEST AND CLEAR AWAY.
• WE DON’T WANT TO SEE ANY EMPTY GLASSES ON THE TABLE.
• IF A GUEST DROPS A PIECE OF CUTLERY / NAPKIN, PICK IT UP, AND REPLACE IT WITH A FRESH ITEM.
• WHEN A GUEST LEAVES THE TABLE, PUSH THE CHAIR IN, FOLD THE NAPKIN AND PLACE IT BACK ON THE TABLE.
• IF GUESTS NEED DIRECTIONS TO ANYWHERE, DO NOT JUST POINT. ALWAYS USHER THE GUEST IN THE RIGHT
DIRECTION.
• DURING A BUSY SERVICE, THE GUEST WILL HAVE BEEN GIVEN A RETURN TIME. THIS WILL BE RELAYED TO THE
GUESTS WHEN THEY MAKE THE RESERVATION AND AGAIN AT THE MOMENT THEY STEP IN THE RESTAURANT
BEFORE THEY ARE SEATED. IF YOU THINK THAT YOUR TABLE WILL RUN LATE, YOU MUST LET THE MANAGER ON
DUTY KNOW AS SOON AS POSSIBLE. DO NOT LEAVE IT UNTIL THE TIME HAS EXPIRED.

CHUCS RESTAURANTS
 SEQUENCE OF FINALISING THE MEAL

CLEARING TABLES

7. CLEAR THE TABLE WHEN ALL GUESTS HAVE FINISHED EATING. ALL THE GUESTS NEED TO HAVE FINISHED THEIR
MEAL. WAIT FOR EVERYONE.
8. REMOVE SALT AND PEPPER.
9. WHEN TABLE IS CLEAR, PRESENT THE DESSERT MENU, AND ASK IF THEY WOULD LIKE TO HAVE COFFEE, TEA, OR A
DIGESTIF.
10. EXPLAIN AND RECOMMEND A FEW DESSERT OPTIONS FOR THE GUEST (INTRODUCING THE SPECIAL OF THE DAY).
11. REPEAT ALL ORDERS, ENTER INTO REVEL.
12. SET TABLE AS NEEDED.
13. ENSURE THAT ALL NAPKINS ARE REMOVED FROM THE TABLE AFTER GUESTS HAVE FINISHED DESSERT.
14. MAKE SURE THE GUEST RECEIVES THE PETIT FOUR ACCORDING TO CHUCS STANDARD AFTER THE DESSERT,
BEFORE THE COFFEE IS ON THE TABLE.

PRESENTING THE BILL

15. WAIT UNTIL THE GUEST ASKS BEFORE PRESENTING THE BILL.
16. CHECK IF ALL THE ITEMS HAVE BEEN CHARGED ON THE BILL (ESPECIALLY RESTAURANT COVERS, WATER, AND
WINE).
17. YOU MUST SHOW THE CHECK TO A MANAGER BEFORE GIVE IT TO THE GUEST EVERY SINGLE TIME, INCASE IT’S A
VIP OR REGULAR FOR SPECIAL TREATMENT ETC.
18. CHECK THE TABLE IS CLEAR AND TIDY BEFORE PRESENTING THE BILL, ONLY WATER GLASSES OR COFFEE CUPS
SHOULD REMAIN ON THE TABLE.
19. THANK THE GUEST AND PRESENT THE BILL TO THE SIDE OF THE GUEST WHO MADE THE REQUEST.
20. WHEN READY, COLLECT THE CASH OR RETURN TO THE TABLE WITH THE PDQ.
21. DOUBLE CHECK THE AMOUNT, RETURN RECEIPTS TO THE GUEST.
22. THANK THE GUEST AND TABLE.

GOODBYE

1. MAKE SURE THE GUESTS’ COATS ARE PREPARED TO GIVE THEM BACK.
2. LEAVING THE TABLE OR UPON THE GUEST DEPARTING, ALL TEAM MEMBERS SHOULD THANK THE GUEST AGAIN.
3. CLEAN, TIDY AND SET-UP TABLE FOR NEXT ROUND OF GUESTS.

CHUCS RESTAURANTS