SERVICE SEQUENCE

I. WELCOMING/GREETING THE GUEST

- Ensure that the restaurants is ready for the service
- Greet with a SMILE
- Welcome guest to the outlet
- Make the appropriate verbal greetings (Good morning/afternoon Ma’am/Sir,
welcome to ISCC restaurant. Are you holding any reservation Ma’am/Sir? How
many we are expecting from your party Ma’am/Sir? (If the guest has a
reservation) May I know your name Ma’am/Sir? ( if the guest has a reservation)
- Guide /Assist guest to table preference, always lead the guest (use open palm direct
which way to go)

II. SEATING THE GUESTS

This way to your table ma’am/sir, please follow me.
- Seat ladies first before gentlemen, older ladies before young ladies
- For elderly or disabled assist properly (note: ask permission first)
- For group with kids, position them in the corner or wall side, offer booster chair for
guest with children
- For couple, assist them to the best view of the restaurant
- Assist when sitting by pulling out and pushing back the chair gently (ladies first)
- Confirm if they are comfortable with the selected seats and tables
- Ask if table is enough for the group
- Adjust to any of the guest preference
III. LAYING THE SERVIETTE
May I lay the serviette on your lap ma’am/sir? (Ensure that the serviette be folded in
triangular, ensure minimum handling.
- Unfold the guest’s serviette at the right side of the guest and place it over his/ her lap.
IV. SERVING WATER
- Pour water without lifting the glass from the right side of the guest, pour the water
goblet up to 3/4 full after pouring water introduced yourself as you say: By the way
ma’am/ sir My name is _________ your food server for the day and it’s my
pleasure to serve you.
V. SERVING BREAD AND BUTTER
Excuse me ma’am/sir here’s your freshly baked bread. Serve at the left side using left
hand in serving the bread and right hand handling the bread basket
- Serve the bread and butter at the left side of the guest.
VI. PRESENTING THE MENU AND WINE LIST
May I present to you our menu ma’am/sir for your selection
- Present menu to each guest, ladies first.
- Check for damaged or dog eared menu before hand
- Check the menu is not upside down before offering it to the guest.
- Open the menu to the first page while offering it to the guest
- Hold menu at upper right part with your right hand and assist with your left hand at
the bottom part.
VII. EXPLAINING THE MENU AND TAKING ORDER
- Stand straight with both feet in the floor
- Take order
- SUGGESTIVE SELLING:
- Offer slow moving but highly profitable items
- Offer specialty of the house
 - Suggest long drinks and fresh juices
- Make useful recommendations while taking order
- Answer the guest’s questions honestly
- Make suggestions and offer alternative.
- While taking the order inform the guest about the time that will be taken to prepare
the food
upselling to hotel/restaurant is important:
1. The guest may not be familiar with food that the hotel/restaurant offers
2. To encourage guest to order a complete meal
3. For proper wine pairing
4. To suggest unpopular menus
5. To increase sales of the day

*In taking orders, how will you handle guests needs with restrictions on allergies?
1. Inquire the specific restrictions/ allergens
2. Suggests alternative food items

VIII. WRITING THE GUEST’S ORDER

- Write order in an order slip with the quantity, description and manner of preparation
for the guest order.
IX. REPEATING GUESTS’ ORDER
Excuse me ma’am/sir may I repeat your order, you have ordered: Read the guest order
written on the order slip, the quantity, name of recipe and guest preference if any

- Repeat guest order, the quantity (no. of pcs.), description (doneness, sauces, extras
and portion of the food) and preference if any
- Would that be all Sir/ma’am?
- KNOW YOUR PRODUCT:
- Portioning, doneness, ingredients, preparation time, sauces and condiments that goes
with the meal.
X. PLACING ORDERS TO BAR AND KITCHEN
- Encode orders to system
- Provide copy of BOT (Beverage Order Ticket) for beverage
- Provide copy of KOT 9Kitchen Order Ticket) for food orders
- Specify sequence
- Inform guest preference on food and drinks
XI. COMPLETING/ ADJUSTING/ CORRECTING TABLE APPOINTMENT
- The spare cover should be removed in a correct manner using a service tray or
service salver. Note; Only flatware’s will be set on the table depends upon guest
order.
- Prepare all serving gears
- Check table appointment in the table
*What is the process of adjusting cutlery?
1. Identify what needs to be removed from each cover
2. Identify what needs to be added to each cover
3. Obtain the necessary items
4. Load them onto a cloth service tray
5. Carry the clothed service tray with all the required items to the table
6. On arrival at the table, begin adjusting the items by starting at the number one guest, working
clockwise around the table
7. Always handle cutlery by the handles
XII. SERVING THE BEVERAGE
- Serve ladies first before gentlemen and serve at the right side of the guest using right
hand in serving.
Before collecting food from the kitchen, what checks should food servers make?
1. Checking the right meal has been prepared and any requested preferences have been
accommodated
2. Checking the plate to make sure there are no marks, spills or drips
3. Checking the quality of the item
4. Checking with the Chef identity how particular item has been cooked
5. Checking if special condiments need to go with the order
6. Checking to make sure there is uniformity between dishes
7. Ensuring correct temperature of the dish

XIII. SERVING APPETIZER AND CLEARING APPETIZER PLATE AND FLATWARE

- Excuse yourself from the guest whenever presenting any food
- Present to guest through the correct serving side follow sequence of food service
- Confirm or repeat while laying items on the guest table
- Inform guest of his/her preference and how it has been prepared
- Offer assistance after serving “Is there anything else I may assist you Ma’am/Sir?
- Thank guest “enjoy your meal Ma’am / Sir”.
Serve appetizer at left side of the guest using left hand in serving and right hand hold the tray
and clear at the right side of the guest using right hand in serving and left hand hold the tray.

XIV. SERVING SOUP AND CLEARING SOUP PLATE AND FLATWARE

Serve soup at left side of the guest using left hand in serving and right hand hold the tray and
clear at the right side of the guest using right hand in serving and left hand hold the tray and
clear at the right side of the guest using right hand in serving and left hand hold the tray.

XV. SERVING SALAD AND CLEARING SALAD PLATE AND FLATWARE

Serve salad at left side of the guest using left hand in serving and right hand hold the tray and
clear at the right side of the guest using right hand in serving and left hand hold the tray and
clear at the right side of the guest using right hand in serving and left hand hold the tray.

XVI. SERVING MAIN COURSE.

Serve MAIN COURSE at left side of the guest using left hand in serving and right hand hold
the tray and clear at the right side of the guest using right hand in serving and left hand hold
the tray and clear at the right side of the guest using right hand in serving and left hand hold
the tray and clear at the right side of the guest using right hand in serving and left hand hold
the tray. NOTE: Clear all the dishes except unfinished drink, water goblet, teaspoon for
coffee dessert spoon/fork if the guest order dessert.

XVII. CRUMBING DOWN

- A service plate or bread and butter plate used with neatly folded napkin on it.
- Crumb down at the left side of the guest
XVIII. SETTING DESSERT SILVERWARE
- Bring down the dessert silverware into the position.
XIX. SERVING DESSERT
XX. SERVING COFFEE OR TEA
XXI. REFILLING COFFEE OR TEA
XXII. PRESENTING THE BILL/TAKING PAYMENT
 - Secure bill from the cashier
- Check details of the bill
- Excuse yourself and present the bill to the guest
- Check that the guests signature is correct for “charge bill”
- If cash, count the money in front of the guest and inform how much you receive
- Thank guest and excuse yourself
- Forward bills to the cashier for posting
- After processing the bill return to guest and handover change if any
- Assist guest as they prepare to leave
- Lead guest to doorway

XXIII. SAYING THANK YOU

XXIV. BIDDING GOODBYE
- Sincere thank the guest and bid goodbye