Guide-to-Service-Standards.doc

1、The Woodside Guide to:Service StandardsThis manual will teach you: How the role of service staff fits into the business What the role of a server is The importance of Service Standards in our business How to prepare for Service, How to take care of guests and what to do after guests leave What perso

2、nal skills will be required of youBefore you startQuickly check with yourself if you can: Handle a tray with glasses on? Hold glasses properly? Carry plates properly? Set up a table? Maintain a table? Clear a table? Talk to guests? Take orders? Communicate with other team members? SMILE, SMILE, SMIL

3、E?These are the essential skills that you need to learn if, by the end of reading this guide, you are still unsure, you must talk to your Manager.What do (good) Waiters actually do?Waiting is a popular role, found all over the world in all sorts of establishments. At its most basic, it is generally

4、to take and deliver the food and beverages ordered by customers. Depending on type of venue, he or she may also greet and seat guests or prepare initial drinks; later on, they may clear tables, do cleaning or other duties, such as bartendingHowever, a good waiter knows that their role is much more t

5、han this it is the essential part of providing enjoyment for every one of the establishments guests. Good waiters have to know all about all the food items on the menu: their preparation and taste, any quirks or special notes about items, they must be able to make suggestions that make sense, recomm

6、end wines to go with foods and above all be able to do this with confidence and charm. They have to be great judges of character to know how to approach and deal with a table, whether guests will respond better to a friendly conversational tone, or to cool, professional efficiency.Waiters make or br

7、eak the guest experience no matter how good the food is, people never forgive bad service. Great waiters make customers into regulars, which in turn makes a successful restaurant (and hopefully, great tips!)2General Roles that Waiters may find themselves doing: Set tables Meet and greet Seat custome

8、rs and provide them with menus Provide information and suggestions on the food and wine available Take customers orders and pass them to kitchen staff or bar attendants Open, pour and top up wines, serve drinks Providing regular checks on the table for additional customer requirements Make up bills

9、and present them to customers Handle money or credit/debit cards Clear tables and return dishes and cutlery to kitchenThis list is by no means inclusive!Personal Requirements for Waiters: Well presented appearance smart, clean and neat Good communication skills Good memory Polite and patient Friendl

10、y, efficient and speedy Enjoy working with people Able to work as part of the team Prepared to work weekends and evenings Able to handle moneyThe Order of ServiceCharms Order of Service is the step-by-step guide which we want all our waiters to follow when dealing with guests. While you will develop

11、 your own style when interacting with customers, you must take care to follow every step in the Order, as well as keeping various Points of Service in mind when you do so. We have put the Order of Service down in writing as the key to good service is consistency. When customers leave excited and hap

12、py, that sets an expectation that we have to match and exceed for their return visit. To be consistent, everyone must communicate and apply a standard level of service (an excellent standard!)All floor staff must be present at the briefings. The briefing is the time where floor staff will discuss an

13、y issues about service, food, teamwork or any plans of action for the service ahead.Briefing times are 1145 and 1745. You must be present dressed and ready for service.Once reception has seated guests at their table, they are your responsibility your primary responsibility. If they are happy, we are

14、 successful and that is the aim of the game! Dont forget that first impressions are the strongest; we dont get second chances. A bad first impression will generally ruin guests entire dining experience.Make sure you commit to memory the following order of service:31. THE TWO MINUTE RULE. Approach a

15、table within 2 minutes of them being seated. Even if you are busy or you are with another table, you need to make your best effort to greet the new table and communicate you will be right with them in a few moments. It bears repeating that you should NEVER forget a table has been seated.2. Approach

16、each table with a genuine smile, make eye contact, use the relevant greeting (“Hello, good afternoon/evening”) and give them menus, explaining which one is which.3. Ask your guest(s) if they would like to order an aperitif, for example, a cocktail or glass of champagne. Ask the guests if they would

17、like water (still or sparkling), and prawn crackers or edamame. Repeat orders back to customers as they order to ensure the order is clear. If you are unsure what a customer is saying, do not say: “I dont know”, instead say: “Let check if we that”4. Immediately open the table tab on the EpoS system

18、select the correct table! Enter the number of covers then, order all drinks using seat number. This allows colleagues to deliver your order if you are busy. Double-check your order on the system before sending it to the bar.5. Make sure the drinks are served to the table within a timely manner. All

19、drinks will be made at the bar; all waiters must collect their drinks from the service area and present to guests using a tray. Always check your order ticket. Trays must be used at all times, even if it is only for one glass.6. When serving the pre-meal drink, immediately check to see if guests nee

20、d any help with the menu, or have any questions regarding certain dishes. Ensure guests are told about the spiciness of various dishes, any unusual ingredients, or about long cooking time. Assist with any dietary requirements if you are unsure, let guests know you will check with the kitchen. On ret

21、urning to the table check guests need more time or ready to order. 7. Take the first order (starters, main courses and side dishes) with position written on your pad as you will hand this to pass operators. Always repeat back each order as you take it: if you are unsure or dont understand something,

22、 ask again for clarification. It is easier to confirm special requests such as cooking temperatures at this point rather than later. If there are any special requests, inform the guests that you will have to check with the kitchen if this is possible. The pass operator will check with the kitchen on

23、 your behalf. If any problems occur refer them to a Manager.8. If the table is ready, this is the most convenient time to an order for wine. Once again, repeat back the order to confirm and avoid mistakes.9. Order the dishes through the EpoS system according to seat positing, using kitchen instructi

24、ons/free text for any allergies, special requests, or changes.10. Promptly serve or top up wine/water and any further drinks that are ordered.11. If guest asks for a second bottle of wine, take a clean glass with you for tasting.12. Place on table in the appropriate positions any extra cutlery or sh

25、aring plates that may be needed. If guests just have main courses, set the table appropriately.13. When you place food on tables, name the dish with sauce accompanying it.14. Wait several minutes, then check back with the table. Ask an open ended question such as “How is the food?” - avoid saying “I

26、s everything okay” as that usually results in poor feedback. Do not be too insistent on asking for guests opinions as that may seem overbearing.15. Only when everyone has finished their starters can you begin to clear dirty plates (except if 4guests hand them to you if there is not enough space on t

27、he table). 16. DO NOT FORGET TO SEND MAINS AWAY THROUGH THE EPOS SYSTEM17. Make sure all guests have the correct cutlery for next course. Clear any empty glasses or anything that is not being used e.g. empty glasses and bottles.18. Regular visual check to see if guests need anything, but try not to

28、be too intrusive.19. Main courses should take no longer than 20 25 minutes, however during the busy periods they may take longer. Keep your Manager informed of any delays. 20. When serving main courses, check that all items ordered are present and correct; name every dish and/or sauce accompanying.

29、Do not forget: “Enjoy/Enjoy your meal”21. After several minutes again, check back with guests. “How is your Sea Bass or Curry Sir/Madam?”. Take more drink orders if needed.22. Once everyone has finished eating, before clearing dishes, ask if they enjoyed their lunch/dinner then remove all dirty dish

30、es from table. Do not try and carry too many items at one time; two trips are better than accidents. Clean the table with a clean wet cloth, then dry it with a clean napkin.23. Always present dessert be as helpful as possible, as they havent left the restaurant yet.5Points of ServiceYou should also

31、read through and absorb the following points of service things you will need to know to be a great waiter at Charm, as well as policy and training notes you will need to learn.General Knowledge You need to know the full menu and correct cutlery changes. You must know all house beverages and their pr

32、ices. Familiarise yourself with the wine list; taste whenever it is appropriate to do so. Learn some standard recommendations from each section of the list; if you are unsure, ask a manager. You will need to know how to open a bottle of wine using a waiters friend, and how to open champagne.Conduct

33、Great service is all about thinking like a guest. Things to think about: What they need at any particular moment What they no longer need What they may need very soon Communication with other members of the floor staff team is the key to a successful service. Things you should share with them: Speci

34、al guest needs If you need help Location of the host of a table Billing requests Your uniform must include 2 pens, pad, waiters friend at all times. Maintain eye contact, looking at tables is not enough. Never ignore a guest. Only two staff members should be seen talking together at any one time in

35、the restaurant. If you do have to talk together, make sure you face guests to keep an eye on the dining room. Speak English only during service. You must not drink or eat in view of guests. You must not smell of perfume or tobacco smoke. Allow guests to go ahead of you in the dining room at all time

36、s. Hold doors open for guests whenever you can. Try to avoid interrupting conversations, joke or story telling wait for the right moment. Never challenge or argue, even if you know that the guest is wrong. In the case of food or drink, simply remove it, apologise and ask whether they want to order s

37、omething different. When you ask how things are going (“How is everything? or “How was the meal?”), listen to the answer and fix whatever needs fixing. Never say “I dont know” without following with “Ill find out” Do not lean. Hands must never find their way in to your pockets, or anyone elses! Dont

38、 touch customers! Try not to “crowd“ guests by having too many people at one table. Maximum 2 waiters presenting food to up to a table of six, maximum 3 at all other times. Never leave the floor, even if it is only for 30 seconds, without informing the manager where you are going, and how long you w

39、ill be.Service Etiquette6 Never pass menus across the table. Always go around to the side of the table. Try to approach from the right hand side of the guest. Indicate to other members of staff when you are approaching from behind, either verbally or by gently tapping them on the back. If a guest wi

40、shes to remove a jacket, etc whilst in the restaurant; always offer to take it to the cloakroom for them. Open all bottled beverages (with the exception of wine) before you get to the table. Pour all beverages for guests (unless otherwise requested by guest not to.) Never mix beverages at the table

41、When dishes are presented, check to make sure nothing has been forgotten like side dishes, finger bowls, cutlery etc. Place plates down gently, verbally state each dish as you present it to allow guests to confirm they have the correct dish. Keep plates level, especially watch to make sauces and tow

42、ered dishes do not spill out. Never carry more than two plates on one arm. If you are extremely busy, ask for help or make more than one trip to a table, to prevent any accidents. Always warn the guest if the plate is hot for safety reasons. Never stack plates on the table. Never clear more plates t

43、han you can carry. Plates are to be taken to the pot wash area. All leftover food is to be scraped into rubbish bin and all cutleries are placed into dishwasher tray. Be considerate when clearing dirties, your colleagues in back of house have a demanding job. Never clear plates from a table until yo

44、u are sure that the entire party has finished eating. If you are in any doubt, ask first. There are only two exceptions: A plate has been pushed to one side by a guest A guest asks you to clear away their plate. When clearing the tables, stack and scrape away from the guest. Deliver plates straight

45、to the wash-up area. The trays are only for clearing the occasional glasses. When a guest leaves the table temporarily, fold their napkin and place it on the table for them. Trays are the only acceptable means for moving glasses around the restaurant during service. Never place a tray on any table d

46、uring service. Always check under tables for dirty linen when resetting, also remember to crumb chairs and the banquettes. Never leave anything on the table that does not have to be there, but always check when unsure. Replace napkins if they drop on the floor. Extremely soiled napkins should be rem

47、oved and fresh ones offered. If a guest happens to break something, insist on picking it up. We are responsible for any injuries sustained, whether it is their fault or not. If a table becomes soiled by a spill, clean it as soon as possible. If it is very bad and it is possible, move the guests to a

48、nother table.7Feedback Feedback is essential and if you hear any negative or positive points raised by a guest, inform a manager. If you get a complaint about anything, please tell the manager immediately. If you feel that a guest has been waiting too long for their food, inform a manager. Inform a

49、manager if a guest should request anything you are unsure about. Do not assume, just ask. If a dish remains uneaten or only half eaten, always ask the guest if everything was satisfactory with the food. If they say no, or hesitate when answering yes but are clearly unhappy, inform the manager/head waiter immediately. You will need to know how to read the signals given off by guests. Any unfinished/returned dish must be shown to the head chef b