SERVER TRAINING MANUAL – CHECKLIST FOR SERVICE

PPG IMPEX. TFC

Captain / Restaurant Server / Maître d' Standard Operations Control Checklist

▪ Server approached the table within 2 minutes of seating with a smile and
eye contact.
▪ Server was the first one to speak and extended a very warm welcome. –
(E.g.: “Good Morning Sir / Madam,”
“Good Afternoon Sir / Madam,”
“Good Evening Sir / Madam.”)
▪ Offers water [Bottled or Regular] other beverages during the initial
greeting. [Beverages Menu / Food Menu]
▪ Presents the Menu with Basic knowledge and History of the Brand [TFC
INTRODUCTION like ORIGIN OF BRAND, OPENING DATE, NO. OF COVERS
ETC.]
▪ Server was knowledgeable and able to answer basic questions about the
café / restaurant. – (E.g.: “We have started serving since MARCH 2018”. OR
“We usually open around 11:00 [OPENING TIME]”. OR “We Serve MULTIPLE
CUISINES in with CATEGORIES LIKE PIZZAS, SOUPS, MAIN COURSE INDIAN,
ORIENTAL MAIN COURSE ETC.”)
▪ Latest food promotions were described and Beverages served according to
orders, without prompting within 2 minutes. [NO NEED FOR CHECKING THE
DESCRIPTIONS. IT SHOULD BE LEARNT BY HEART WITH PROPER
PRONUNCIATIONS]
▪ Server inquired if guest was ready to order when delivering beverage.
[POLITENESS]
▪ Server had good knowledgeable of menu items and preparation,
particularly of vegetarian dishes and any food items that may contain
common allergens. [KNOWLEDGE]
▪ Server asked relevant questions and Special requests were met with an
everything is possible attitude. [CUSTOMISATIONS / SUGGESTIONS /
MODIFICATIONS LIKE CRISPY, SPICY, TOPPINGS SAUCES ETC]
▪ Server recommended accompanying items. [RECOMMENDED
COMBINATIONS OF PRODUCTS]
▪ Stating that the Beverages and Starters will be presented within 20 – 25
minutes of ordering.
▪ Polite Removal of MENU from the Table and Putting it back at the Server
Table.
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© 2018 – SQuare Consulting (INDIA)
 SERVER TRAINING MANUAL – CHECKLIST FOR SERVICE
PPG IMPEX. TFC
▪ Meal Courses like Entrees, Beverages, Main Course etc. course placed in
front of GUEST / CUSTOMERS correctly and sequentially, without
prompting. Informing the guest that these will take up to 20 minutes
▪ Main Course Preparations shall be presented within 25-30 minutes from
from order, or guest advised if additional time was necessary.
▪ Ascertained that expectations were met during each course by asking
specific questions. (“DID YOU LIKE YOUR STARTER / BEVERAGE / WAS THE
PIZZA / PASTA / INDIAN CURRY TO YOUR LIKING OR SHOULD I ASK THE
CHEF TO MAKE SOME CHANGES TO IT?”)
▪ Additional beverages offered before first beverage was finished and served
in 2 to 3 minutes. (“WOULD YOU LIKE TO HAVE ANOTHER?”)
▪ Table cleared and straightened once all guests have finished eating, but
individual plates were removed as finished. [ON TABLE CLEARANCE]
▪ Plates were removed, table maintenance completed.
▪ Final Check or bill neatly presented in 3 minutes in a clean holder with a
restaurant pen.
▪ Bill was accurately totaled, properly itemized and with no missing or
incorrect items.
▪ Payment was collected within 3 minutes and Server returned with change
or charge within 3 minutes.
▪ Server was the last one to speak (kind comment, invitation to return, etc.)
and thanked the guest.
▪ Staff well groomed, uniformed, nametag was present.
▪ Staff was courteous and articulate and anticipated guest needs.
▪ The speed of service adapted to the environment and the needs of the
guest.
▪ The Attention of the Waiters / Captains / Staff was on the Tables and their
tasks instead of distractions.

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© 2018 – SQuare Consulting (INDIA)