Service Sequence

 SERVICE SEQUENCE

1. Greet the guest within 20 seconds of arrival

    Suggested Verbiage:

    " Good morning / Afternoon / Evening Mr. John, Welcome to Lotus Blanc Restaurant"

2. Ask if the guest has any reservation ( in our restaurant )

    Suggested Verbiage:

    Excuse me Sir/ Mam, Do you have any reservation with us?

3. If yes, verify guest name and check reservation log, if not verify How many people will join their meal for the table arrangement?

    Suggested Verbiage:

    May i know your name please? / How many people are you?

4. Offer indoor / outdoor option ( Smoking or Non Smoking Area )

    Suggested Verbiage:

    Mr. John, Would you prefer a table indoor or outdoor area?

5. Escort guest to the table within 1 minute of guest arrival

    Suggested Verbiage:

    Follow me please, and mind your step Sir / Mam, Is this table fine for you Sir/Mam? 

6. Assist with seating, pull chair, unfold napkin

    Suggested Verbiage:

    Please take a seat Sir/Mam

7. Present the Drink List / Menu, Offer children's menu where needed directly offer guest still or sparkling water

    Suggested Verbiage:

    Mr. John, Here is our Drink list and we would like to inform you that the orange juice today is not         available ( if have items not available )

    May i served you a bottle of still or sparkling water to start first? 

    We will shortly come back to take your order, please take your time Sir/Mam

8. Take drink order within 3 minutes of seating ( take immediately if possible)
    Use Up-selling techniques and repeat order. 

    Suggested Verbiage: 

    Mr. John, are you ready for your drink order?

    May i take your order?

9. Served Cold Towel ( Depending on time of year & weather )

    Suggested Verbiage: 

    Excuse me Sir/Mam, Here's your cold towel.

10. Offer Newspaper / Magazine to the single diner

    Suggested Verbiage: 

    Mr. John, Here is the Phnom Penh Post Newspaper for you!

11. Delivery drink order within 3 or 5 minutes of taking ordered

    Suggested Verbiage:

    Mr. John, Here is your Campari with fresh orange juice

    Please enjoy your drink. 

12. Take food order within 5 minute of seating, Use Up-selling Techniques.

    Suggested Verbiage:

    Mr. John, are you decide for your food order?

    May i take your order now?

    If you don't mind, May i recommend some food to you?

    For your starter, May i recommend "The seared salmon with tartar sauce" and your main-course             follow with "Rib Eye Beef 400g with mustard sauce" they are signature dish, popular and very              tasty in our restaurant. 

    For Wine, May i suggest you a bottle of " Guigal, Cote Roties, Rhone Valley 2002" to go with your     Rib Eye Beef 400g? 

    May I repeat your order Sir/Mam? So your ordered is ............................................................................................................................................................................................................................................................................................................................................

    Am I right? Everything is correct? 

13. Set up cutlery according to the ordered. 

14. Deliver first course within 15 minute of order

    Suggested Verbiage: 

    Here is your seared salmon with tartar sauce

    Please enjoy your food Sir/Mam.

15. Clear soiled plate with 5 minutes of guest finishing 

    Suggested Verbiage: 

    Excuse me Sir/Mam, May i clear your plate? 

16. Deliver second course within 10 minutes after first course being cleared

    Suggested Verbiage: 

    Mr. John, Here is your Rib Eye Beef 400g, Medium Rare with mustard sauce. 

    Please enjoy your meal

17. Check Guest Satisfaction

    Suggested Verbiage: 

    Mr. John, How is your food? Everything is fine? 

18. Maintain and detail on the table 

19. Offer drink refills when drink are 1/3 of the glasses or bottle

    Suggested Verbiage: 

    May i served you some more water? 

    May i order other red wine for you? 

20. Clear main-course and detail on table 

    Clear BB plate & knife, salt and pepper shaker, Crumb down the table 

    

    Suggested Verbiage: 

    May i clear your plate Sir/Mam?

    May i crumb down the table for you? 

21. Offer Dessert Menu and taking order 

    Suggested Verbiage: 

    Here is our Dessert Menu Sir/Mam

22. Served Dessert 

    Suggested Verbiage:
    Here's your Fresh Fruit Cut
    Please enjoy your dessert. 

23. Take Coffee and Tea Order / Digestive Drink

    Suggested Verbiage: 

    May i serve you some coffee, tea or digestive drink?

    Would you like to order some coffee or tea?

24. Present the Bill within 2 minutes of guest request with a folder and pen

    Suggest Verbiage: 

    IN HOUSE GUEST

    Mr. John, here is your bill

    Kindly sign here with your name and your room number please. 

    GUEST PAY BY CREDIT CARD

    Mr. John, here i s your bill

    Kindly sign here (Customer Copy)

25. Settle bill within 3 minutes (Provide change and receipt to the guest)

    Suggested Verbiage: 

    Mr. John, Here is your receipt and credit card 

    Thank you so much Sir

    Mr. John, Here is your change 

    Thank you so much 

26. Thank guest and make a bid farewell upon guests departure

    Use guest name if you know

    Thank you so much Mr. John, have a nice day, hope you will come back again 

27. Re-setup after the guest's departure