Department: Food & Beverages
Supervisor: F&B Manager (Director)
Responsible: All F&B Employees

Preparation

  • When preparing to take an order, have a memo pad and pen ready. All orders are to be written down regardless of how simple they may appear. There is to be no memorising of orders.
  • All chairs around a table are to be numbered. Normally the entrance is used as a benchmark to number chair “No. 1". Basically, the chair closest to the door is “No. 1". The numbers should increase progressively in a clockwise order. The posted floor plan should clearly demonstrate this.

Greeting the guests

  • Welcome guests warmly as they sit down.
  • Introduce yourself and offer assistance.
  • Follow service standards.

Presenting menus

  • During the greeting, servers tell guests about the specials.
  • Read their guests right away. Reading guests means determining what type of service they need, want, and expect. Two guests just seated together in a lounge may want privacy to complete a business negotiation; two other guests may be starting an evening devoted to celebrating an anniversary—obviously, these two sets of guests will need, want, and expect two different styles of service, and servers must adjust their service delivery accordingly.
  • Hand out menus and point out any specials or recommendations.
  • Allow guests a moment to look over the menu.
  • Inquire if they would like to start with drinks.
  • Suggest popular beverages or house specials.

Taking orders

  • Ask if they are ready to order or need more time. Maintain a friendly demeanor and be attentive.
  • Take orders systematically, usually starting with the person who is ready first. As you write each guest order, put the chair number down next to the item.
  • Orders are taken using standard drink and food abbreviations. While taking the orders, servers should listen carefully to each guest’s order and repeat the order and details. Be knowledgeable about the menu to answer any questions confidently.
  • Ask any necessary questions about preferences (e.g., cooking preferences, sides). Any special requests should be noted on the guest check or order pad.

Finalizing the order

  • Confirm the complete order with all items and modifications.
  • Thank them for their order and let them know when to expect their food.
  • Up-selling. Suggestive selling is especially important when guests order one course only. At this point you should attempt to entice the guest with some recommendations. For undecided guests, always be ready with at least two suggestions from the daily offering. Be reminded that overselling is more detrimental than underselling. Therefore, do not oversell or push sales.
  • Politely ask if everything is correct and if they need anything else before you leave.

Communicating with the kitchen

  • Enter the order into the system promptly.
  • Ensure that any special requests are highlighted for the kitchen staff.

Follow-up

  • Check back with guests after a short period to ensure satisfaction with their orders.
  • Be attentive to their needs throughout the meal.

Important things to pay attention to:

  • Practice active listening to ensure all orders are taken accurately.