HOW IT’S

DONE
DEPARTMENT STEPS
POLICY TITLE SEQUANCE OF SERVICE
APPLICABLE TO ALL TALENT
OVERVIEW
It is the standard of STEPS that all talent should know the restaurant service sequence as
outlined in this HID. All talent should be aware and know each restaurants service sequence.

1. Greeting and Seating:** (HID GREETING GUESTS) ** timing 3min

- Welcome guests with a warm greeting. CIAO WELCOME TO STEPS MR/ MRS…
- Reminder: If guests are well known, please announcing them by their name lets them
feel at home…if guest are not known, then politely ask for their name.
- Escort them to their table, ensuring it's appropriately set.
- Don’t forget to introduce yourself!!! My name is … I will be looking after you, any
questions or anything you need please let me know how can I help!

2. Menu Presentation: ** (HID HOW TO PRESENT THE MENU) ** timing 1min

- Present the menu, explaining any specials (like our signature cocktails or some dish of the
day).
- Be knowledgeable about ingredients, allergies and preparation methods in case
guests will ask some information.
- Offer to bring some drinks while guests is checking the menu (example water, soft or
aperitief). Know the spritz name, ingredients and price by your head!

3. Taking Orders: ** (HID PLACE AN ORDER) **

- Allow guests time to decide and be attentive to any dietary preferences or restrictions.
- Take orders systematically, starting with appetizers and progressing through the
courses.
- To avoid mistakes and misunderstandings repeat the dishes chosen before to punch
them properly in Micros.
- MICROS: take your time to punch the food order, double check it, make sure all the
comments are in it before to send it. That will help the kitchen to understand better the
order and will reduce the mistakes.
- Implement Seat/food paring to help the service.
HOW IT’S
DONE
4. Beverage Service & Wine Service: **( HID BEVERAGE SERVICE ) ( HID WINE SERVICE)
** timing beverage 1 to 3 min – wine service 3 to 5 min

- Remember, the guest’s timers start from the moment you leave the table and a guests
perception of time mean 1 minute feels like 3mins. Efficiency is vital to ensure guest
never feel delayed or have to wait.
- If there are any unusual requests personally follow up with the bar to make sure they
have understood the order
- Drinks must be served alwas from the right, starting from women and then go
clockwise.
- REMEMBER: in case of mistakes (wich must be not happening if we follow the previus
point) or misunderstandings, we must react quickly to recover.
- In case of wine service, Check HID WINE SERVICE!

5. Course Service : **(HID SERVING FOOD & SETUP) ** timing 8 to 15 min

- Serve each course from the guest's right, start always from women and go around
clockwise.
- Serve the BREAD to minimize the waiting of the dish.
- Runner must know who is eating what. Who took the order must put under each dish
the number of seat, of commets like “ TO SHARE” so that the runner or the server
knows the setup of the table, and doesn’t scram the dishes to the table like a market.
- Clearing empty plates from the right, starting from women in clockwine.
- Always wait that everyone finish. *** If a guests is moving forward the plate that
remove it. ***
- Time the courses appropriately, allowing guests to enjoy each dish. Max 8 to 10 min
between courses! Some dishes require more than 15 min to be prepared. Always
inform the guests for some delay with sincere apologies, and inform the leader in
charge.
- Before each course, make sure proper cutleries are on the table for each guest (meat
knife for example, or soup spoons). Important is also small details (always
appreciated by guests) like wet wipes in case is required (normally with food that
supposed to be eaten with hands like pizza).
- After 2 min that food has been served, check the feedback, and ask for any support.
REMEMBER: while checking the feedback, ask to refill the glasses or take a new drink
order.
HOW IT’S
DONE
6. Clearance:

- Clearing empty plates from the right, starting from women in clockwine
- Always wait that everyone finish. *** If a guests is moving forward the plate that
remove it. ***
- Use the apposite clearance station if busy, without overload them.
- Make sure the clearance at the dishwashing area is proper done.

7. Table Maintenance:

- Continuously monitor and maintain the table's cleanliness. In case of really dirty
napkins, replace it with a new one. Remove the old one with a plier (fork and spoon)
and replace a new one always with a plier.
- Refill always water and wine glasses and clear unused items discreetly.
- Replace the cutleries between courses if needed.
- Before the dessert and coffee service make sure the table is clear from empty/unused
cutleries and glasses (no the water ones). ** (HID COFFEE SERVICE) **

8. Check Presentation:**(HID BILLING) **

- Present the check discreetly. Normally in front (of middle of the table) of who asked it.
- Ask the methode of payment
- In case of any discount, inform the leader in shift to apply it before to present the
check
- In the house guest (IHG) can decide to sign the check, then you will proceed with room
posting procedure.
- While taking the payment, ask for last feedback
- Thank guests and express appreciation for their patronage.

9. Farewell:** (HID GREETING GUEST)**

- Bid farewell warmly, expressing the hope to see them again. “ GRAZIE for your visit
@STEPS MR/MRS … Hope to see you soon!
- Assist them and escort them to the exit.

Always be attentive, anticipate needs, and provide exceptional

service to create a memorable experience.