Lunch Sequence of Service Check List

LUNCH SEQUENCE OF SERVICE CHECK LIST

The Greet: Approach the guests within 2 minutes ____

____ Smile, make eye contact, welcome and “greet” your guests. Listen for their response to your greet and respond accordingly. (It may be acceptable to deliver bread as you greet the table, but most important is to meet the 2-minute goal.)

____ Describe today's Soup of the Day, Fresh Fish and any Manager’s Special(s)

____ Suggest specific beverages & obtain the beverage order

____ The Greet Exit (“Let the guests know what will happen next.”)

____ Enter bar beverages in Micros

The Order: Beverage & Bread delivery time is 2 minutes ____ if no bar beverages

Beverage & Bread delivery time is 3 minutes ____ if you do have bar beverages

·  Bread basket is placed on table and butter is delivered ____

·  Beverage delivery to the right, with right hand (move clockwise) ____

·  Coffee and decaf are poured at the table ____

·  Iced tea spoon with iced tea, and wrapped straws are offered for iced tea and soda ____

·  Bread is offered by the server ____

____ Opening Line should sound something like “Are you ready to order or would you like a little more time?” or “Do you have any menu questions I can help you with?” but not simply “Are you ready to order?”

____ Take the order (women first, then men, with hostess and host last [if known])

____ Listen for suggestive selling and upselling opportunities; make suggestions or upsell

____ The Order Exit (“Let the guests know what will happen next.”)

____ Enter the order in Micros

____ Adjust all covers reflecting the food order of each guest before appetizers arrive

·  Soup Soup spoon ____

·  Salad/Appetizers Salad knife & fork ____

·  Strand Pasta/Rice Pasta spoon ____

·  Steak / Ribs Steak knife (paper napkin, finger bowl set-up) ____

·  French Fries Side ramekin of ketchup ____

·  Fish Fish fork & fish knife ____

Deliver Salads & Soups: Delivery in 3 minutes from the time server leaves the table ____

·  Fresh ground pepper (grinder) offered for salads ____

·  Check all beverage and bread levels ____

Before delivery of the entree (or at time of delivery, but before entree plates are placed down):

·  Salad plates and soup bowls are cleared ____

·  All salad forks (used or unused) are cleared ____

·  Re-check proper MEP for the entrées ____

·  Check all beverage and bread levels ____

Deliver the Entree: 9 Minutes from the time server finishes taking the order ____

____ Deliver food, with your left hand and from guest’s left. Move counter-clockwise

around the table (women first, then men, with hostess and host last [if known])

____ Use proper seat numbers as you deliver hot food. Do not "auction" meals, so please

do not ask, "Who gets the ______?” Announce each plate as you set it down:

"The Chicken Sandwich today for you, sir.” This is said as a statement, not a

question!

·  If the plate is hot, caution the guest! ____

·  The base of the plate is placed one inch from the edge of the table ____

·  The entree should be placed as close to “6o'clock" as possible, without turning the plate. Grasp the plate to allow you to set it down without turning it once it’s on the table ____

·  Additional Needs:

·  Entree Salad Fresh ground pepper ____

·  Strand Pasta Pasta spoon ____

·  Steak / Ribs Steak knife (paper napkin, finger bowl set-up) ____

·  French Fries Side ramekin of ketchup ____

·  Burger Offer mustard ____

·  "Finish the table" ____

"May I bring anyone anything else? Another glass of Chardonnay (more water, bread, iced tea, mustard)?"

·  Make sure you:

·  Offer refills on water, bread, iced tea & coffee ____

·  Deliver any condiments or "sides" requested immediately ____

·  Reorder any cocktails or wine requested ____

____ The Exit: use an appropriate exit line: ____

·  “Enjoy your lunches. I'll check with you in a couple of minutes." or

·  "I'll be right back with your drinks and I'll check on your meals."

Checking Back on the Meal (“2 Minutes or 2 Bites”) ____

·  Identify specific entrees -- one or two meals and then generalize to the whole table:

·  Ask: "How is your Mushroom Burger today? And how about your Chicken Salad? How are the rest of the meals?”

·  No “generics” -- do not ask: "How are your meals?" or "How is everything?"

·  Check beverage and bread levels again ____

·  Remove any items which guests no longer need, which you were unable to clear before (or while) you delivered their meals (salad plates, soup bowls, etc.) ____

·  The Exit: Don't just ask "Do you want anything else?" Please say something like: "If you need anything, please let me know. I'll stop back in a little while." ____

Presentation of the Dessert Tray

·  At lunch, it is appropriate (due to concerns about time) to present the dessert tray before clearing the entree plates. However, the guests should be at least ¾ finished with their lunch ____

·  Present dessert tray: you must mention all items and describe your favorites! ____

·  Regardless of whether guests order or decline dessert, you're next question would be something like:

"Would anyone care for fresh coffee, an espresso, or some more iced tea?” ____

·  Check beverage levels again ____

·  The Exit: You would say something like:

“I'll be right back with your desserts and the cup of coffee." ____

·  Go the Micros terminal:

·  If desserts or additional beverages are ordered, enter the information using proper seat numbers. After sending the order go to the next step:

·  Recall the guest check, review it, and print a current version of the guest check to present with the dessert or beverage delivery (or, when no desserts are ordered, present the check when you clear the entree plates)

Clear Entree Plates before delivering desserts:

·  Always ask before you remove anything from the table, "Are you finished?" or "May I take this out of your way?" Be polite! Clear from the right ____

·  Do not stack items on top of each other on the table. Pick up each item and stack them on a large oval on a tray jack near the table ____

·  Do a COMPLETE clear. Leave only napkin, spoon, beverage glasses in use. Remove everything else ____

·  Check and offer refills on beverages ____

·  If no desserts or additional beverages are ordered, you will place their completed guest check on the table ____

Delivering Dessert

·  Served to the left, using your left hand ____

·  Additional Needs:

·  Coffee and Decaf Cream (underliner under decaf cup) ____

·  Dessert Dessert Fork & Dessert Spoon ____

·  Ice Cream only Dessert Spoon ____

Guest Check and Change Etiquette

·  Place their completed guest check on the table ____

·  Always say something whenever you visit a table - this includes when you deliver or pick up the request check or their money.

“I’ll handle this when you are ready (at their convenience).” ____

·  When you pick up their money, always say something like:

"Thank you; I'll be right back with your change." ____

·  When returning change or credit cards, always check again with them about their experience and thank them:

"Thank you. I trust you had an enjoyable lunch. Enjoy the rest of your afternoon and please don't hesitate to let me know if I can bring you anything else. I hope to see you again very soon!” ____

·  Continue to check and offer refills on beverages even though they've paid. We don't have "dead" tables!

·  Our goal is to be sensitive to our guests -- we provide timely service, while never making them feel rushed! We never want our guests to get the impression that we are hurrying them out the door.

·  Delivering the guest check or their change DOES NOT AND CANNOT signify the end of service.

·  REMEMBER: Continue to check and offer refills on beverages even though they've paid and they are done with their meals. They are still our guests until they leave the parking lot! The service doesn't end when the check's been paid!

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