T3b - Three Types of Service Checklists

Three Types of Service Checklists

Cafeteria

Steward Responsibilities Notes

❏ Greet guests promptly and politely.

❏ Determine whether food service will

be restaurant-style service and/or
buffet.

❏ Ensure all buffet dishes have name

tags.

❏ Ensure all necessary cutlery is

available and arranged properly.

❏ Monitor buffet dishes and signal chef

to refill if any dish is running out (when
there is about 30% food remaining)

❏ Monitor the buffet area and clean any

spillage.

❏ Notify housekeeping if anything spills

on the floor.

❏ Monitor tables to clear dishes as soon

as they are cleared, ALWAYS asking
the guest for permission before doing
so.

© 2016 McKinsey Social Initiative, Inc.

T3b - Three Types of Service Checklists

Banquet Service

Steward Responsibilities Notes

❏ Set-up the banquet space according

to the specific directions of the
banquet manager.

❏ Greet each guest by saying "hello,

sir/ma'am," and maintain a smiling,
warm expression.

❏ Follow banquet supervisor's

directions on where to stand.

❏ Maintain good posture by standing up

tall with shoulders back.

❏ Hold a tray steadily with the food or

beverage you have been assigned to
serve.

❏ Lower trays to accommodate guests’

differing heights.

❏ If approached with a need or concern

from a guest, say, "Let me find my
supervisor for you. He will
immediately assist you." Find
supervisor.

© 2016 McKinsey Social Initiative, Inc.

T3b - Three Types of Service Checklists

In-Room Dining Service

Steward Responsibilities Notes

❏ Retrieve the guest’s order from the

hotel chef/restaurant.

❏ Check the room service cart to ensure

that all parts of the order and potential
options for cutlery and condiments are
present in the cart.

❏ Store hot/cold dishes in the

appropriate compartment to maintain
temperature.

❏ Ensure guest’s room does not have a

do not disturb sign.

❏ Knock on the guest’s door, and ask

the guest for their permission to enter
the room.

❏ Ask the guest for their preference

and/or locate an appropriate spot in
the room to set-up the food.

❏ Set the table or tray with all

appropriate cutlery and condiment
options.

❏ Ask guest if they would like food

covered or uncovered.

❏ Ask guest to confirm that everything is

in order.

❏ Have guest sign receipt for order.

❏ Remove any old trays or in-room

dining service items as needed.

❏ Ensure the guest has everything

he/she desires, leave room quietly.

© 2016 McKinsey Social Initiative, Inc.

T3b - Three Types of Service Checklists

© 2016 McKinsey Social Initiative, Inc.