RESTAURANT SERVICE SEQUENCE (Part 1)
2. Bring the requested items in a trolley or bus pan. Follow the
Reservation/ Booking
According to Cousins, J. & Lillicrap, D., the procedure for booking a
table is often the first contact that a potential customer has with the
establishment. It is therefore of the outmost importance that the right
impression is given. The right approach will immediately put the
customer at ease and allow them to respond more clearly and
accurately. They will feel that you wish to assist them in every way you
can. It may also encourage future sales due to your pleasant and
knowledgeable response.
When taking bookings, extreme care needs to be taken to ensure all
booking details are correct. Should any error be made or the
information not be clear it can result in:
 Poor customer relations
 Loss of sales
 Tension among the staff resulting in a lowering of standards
in the workplace
 Problems relating to seating, space available and the
provision for those customers with additional needs
 Disturbance to other customers
Booking by Telephone
1. When the telephone rings. Lift the receiver and say: “Good
morning (state the name of the establishment). May I help you?
2. When taking the booking, get the following essential information:
 Day and date
 Name of the customer
 Customer’s telephone number
 Number of covers required
 Time of the event – arrival
 Type of occasion or event
 Any special requirements (e.g. vegetarian or children’s meal)
3. Signature of the person taking the booking in case of any queries.
4. When you have received this information from the customer and
made your notes, the full details of the booking should be repeated
back to the customer to check that you have understood the
customer’s requirements properly and to give the customer the
opportunity to confirm the details.
5. At the end of the telephone call for a booking one should say:
“Thank you for your booking, we shall look forward to seeing you
on. . .”
Other Booking Methods
 Taking a booking in person are similar to those for taking a
booking via telephone.
 When dealing with bookings by post or email, the information
required is the same as that described above. Confirmation of a
booking is normally sent back to the customer by the same method
as the booking was received, for example, by post or email.
 Internet bookings are often automatically confirmed to the
customer at the time the booking is made. The details of the
booking are then forwarded to the establishment for inclusion on
the booking sheet.
Cancellations
When a cancellation is received, the cancellation details are confirmed
back to the customer by repeating her request over the telephone. It is
also good practice to then ask if you can take a booking for any other
occasion in place of the cancellation.
Mis-en-place Preparation
The word mis-en-place is a French term that means “everything in
place.” In food and beverage service we refer to it as the basic
preparations before any set-up and service of food and drinks is
undertaken. This include pick-up of needed equipment and supplies and
preparing them for set-up and service.
Pick-up and Cleaning of Equipment and Supplies
1. Have a list of items to be picked up and to be installed at the
service station to make sure nothing is left out.
guidelines as follows:
a. Chinaware – must be piled up by tens to avoid accidental
breakage. If plates are to be carries by hand, do it in a way
that they are secured in both hands.
b. Glassware – must be placed in glass rack.
c. Flatware – must be put in flatware rack or utility plastic box
container by type.
3. Check for damages and remove them from service. Damaged ones
should be listed in breakages and losses report.
Wiping and Polishing Service Wares
1. Prepare clean and dry wiping cloths. Make sure that the ones
intended for wiping utensils/ service equipment are separated from
those used in wiping hands and in wiping tables. Distinguish them
by using color codes like white for utensils, blue for hands and
green for tables.
2. Dry cutleries, chinaware using clean, dry cloth. Do not dry them in
an electric fan as the air that circulates may carry dust and dirt.
Once moist, use another wiping cloth.
3. Wipe/ polish chinaware, glassware and cutleries as described:
a. Wiping Chinaware
 Using sizable polishing cloth, thoroughly wipe and
polish all surfaces of plates and other chinaware.
 Wipe the rim and make sure that all surfaces are
thoroughly dry. Position the plate such that the hands do
not leave finger marks on it.
 Turn to back of the plates and wipe dry the back
surfaces.
b. Wiping Glasses and Cutleries
 Bring the wiping cloth into the inside surfaces of the
glass and wipe inside surface thoroughly.
 Wipe the rim and base, making sure that hands do not
leave finger marks on the glass.
 Place cutleries inside the wiping cloth and thoroughly
wipe the handle, the blades of knife, mouths of spoon,
and tines of fork.
Table Set-up
The standard set-up of a restaurant varies depending on the type of
service and the requirements of customers. Fine Dining usually require
pre set-up of tables before service begins. This may not be practical for
casual dining or cafeterias. Pre ordered menus will require a complete
table set-up before the arrival of guests.
Standards of Table Set-up
1. Completeness
 All needed utensils, chinaware, glassware, and other
equipment are set on the table prior to serving orders. Coffee/
tea must go with sugar and milk/ creamer.
 Required condiments are set before service.
 For banquets, client requirements stated in the banquet order
are available and properly installed before the function starts.
 If pre set-up is required, the additional cutleries are to be
added once the order had been taken, this must be done
before serving orders.
2. Cleanliness and Condition of Equipment
 All pre-set equipment must be immaculately clean, sanitized,
wiped-dry, and free of spots or watermarks.
 No wobbly tables or chairs.
 No chipped or stained glasses.
 No damaged, bent cutleries are set on tables.
 Linens are fresh, clean, stainless and well-pressed.
3. Balance and Uniformity
 There is even spacing between chair covers.
 Cutleries are spaced at least ½ inch from each other and an
inch from the edge of the table. Must also be aligned
properly.
 Same glasses and cutleries are set in all tables.
4. Order
  All service equipment are placed on the appropriate side of
the cover. Cutleries are arranged in proper sequence
following the order by which they will be served.
 Right side: glasses, cups with saucers, spoon, knife, and
cocktail fork. Water glass is placed an inch above the dinner
knife.
 Left side: fork and side dishes, except cocktail fork. Folded
paper napkin, if used, underneath the fork.
 Center: required condiments as well as flower vase.
5. Eye Appeal
 The whole set-up looks presentable.
 Presidential and buffet tables are skirted for banquet
functions.
 Appropriate color combinations are used.
 No eyesore is seen in the dining area.
 Appropriate centerpiece and other decors are provided for.
6. Timeliness
 Set-up is completed at least 30 minutes prior to the start of
operations.
Set-up Procedures
1. Lay down the table cloth with the “right” side facing the guest.
Make sure the cloth is clean, without spots and not wrinkled.
2. For a sanitary service, cutleries should never be placed on a table
top that is not covered by a table cloth. In absence of a table cloth,
cutleries should be lined with a paper napkin.
3. Check and align tables and chairs. Table edges and corners should
follow a straight line; chairs must be evenly spaced. Remove any
shaky or damaged tables or chairs.
4. Carry cutleries to the table using a bar tray. When laying down the
cutleries hold them by the handle and never but the tines of fork or
mouth of the spoon.
Welcoming and Seating the Guests
1. Be familiar with the set-up in the dining room. Find out what
tables are designed for 2, 4, or 6 people and which ones are
reserved.
2. Stay at the outlet entrance. Approach the guest, look at each one
and greet them with a SMILE and mention their name (if know).
Say: “Good morning Mr. ____. Welcome to our Restaurant. May I
suggest a table for you?”
3. With hands outstretched, show the way to the table and say: “This
way please.”
4. If there is no available table, tactfully inform the guests and advise
them to wait at the lounge.
Graciously look at the host and the guests as you say: “I’m sorry,
sir/ ma’am, but all seats have been taken, do you mind waiting at
the lounge and I’ll call you once a table would be available.”
Do not just say “We are full” as there might be seats that will soon
be vacated.
5. If the guest has a reservation, make sure his table is prepared in
advance. Tell the host: “We have prepared a nice table for your
party Mr. _____, this way please.”
As much as possible, avoid asking “Do you have reservations?” as
this sounds offensive for many guests.
6. If the guests arrive in groups, ask: “How many are we expecting in
your party?” rather than “How many are you?” or “Do you have
companions?”
7. Lead the guest towards the table. Walk a little ahead of them when
escorting them to their table. As you approach the table ask: “Will
this table be alright for you sir/ ma’am?”
8. Endorse them to the captain or waiter and assist them in getting
seated (if no waiter is available). If the waiter is on standby, the
guests: “Our waiter _____ will attend to you madam.”
If waiter is still busy, say: “Our waiter will be with you in a short
while madam.” Give them a copy of the menu and say: “Would
you like to review the menu now while you wait?”
9. Waiter or captain shall assist the guest in getting seated by pulling
the chair a little away from the table to allow the guest to get in,
then by pushing the chair back towards the table to make the guest
get seated comfortably.
10. Once the guests are seated, waiter may assist in unfolding the
napkin on the lap of the guest. This is done on the right side of the
guest, with two fingers holding top corners of the napkin, then
carefully placing it down the lap with the right hand towards the
guests but careful not to touch the lap of the customer.
11. Record in the receptionist logbook the number of guests, time of
arrival and other remarks like nationality. This forms part of the
data file regarding customer count and profile.
Taking the Food Order
1. With pen, menu, and order slip, approach the table and stand at the
right side of the host.
2. Stand erect. Look at each guest, smile, and greet him or her by
name (if known). If you don’t, address them with sir or ma’am.
A pleasant greeting with a warm smile gives an impression of
graciousness and warm hospitality.
3. Present the menu with the cover facing the customer if it is a book
type (several pages). If not, present it opened.
4. Take the food order if the guests have made their choice. If they
are taking time to review the menu say: “I’ll be back to get your
order.”
Ask the customers if they are ready to order: “May I take your
order now?”
 Take the order beginning with the ladies, then the gentlemen
and lastly the host.
 If there is an honoree, take his/ her order first.
5. Write all orders in an order slip in triplicate, one copy goes to the
kitchen and one for waiter, and one for cashier.
 Do not forget to write the date, table number, dishes ordered
together with the quantity and the manner of desired
preparation. The name of waiter/ server must also be
indicated.
 Use standard abbreviations that can be understood by both
the waiters and the cook.
6. Take efforts to sell complete meal. Suggest appetizers, soup and
salads to complement the main dish; offer variety of items;
suggest wines that will best complement the meal.
To increase sales, waiters must always resort to suggestive selling
when taking orders. Make suggestions that are suited to the age,
taste, and preferences of the customers.
7. If the order is out of stock, suggest appropriate alternatives or
substitute. Tell the guest outright when his order is not available.
“I’m sorry sir, but we run short of _____. But you might want to
try ____.” (Mention appropriate alternative.)
8. If applicable, ask the guest how he wants his dish prepared: “How
would you like the steak done?”
There might be some other choices worth mentioning like: “What
dressing would you like to go with your salad?”
Care must be taken in verifying orders and its preparation.
Likewise, any special instruction or request of the customer
regarding his order must be properly disseminated to the kitchen.
In writing the orders, start with the first dish like appetizer, soup,
or salad, followed by the main course then dessert. Separate the
appetizers, soup, salad, and main dishes with a line to facilitate
preparation and food dispatching.
9. Be able to identify the diners who order each item. This can be
done by the color of the dress or by using a coding method as
follows:
 Establish a reference point, may be an entrance, counter, etc.
 Identify each guest with a number. Mark the starting point
with a sign illustrated.

This coding system helps in preventing the embarrassing situation

whereby a wrong order is served to the customer.

10. To prevent misunderstanding, repeat the order to the customer. As

you repeat, mention the items ordered, number of orders, and the
manner of preparation.

11. Place the order to the kitchen or order terminal.

 If an order is manually written, bring one copy of the order
slip to the kitchen and another one to the cashier. The last
copy is for the waiter.
 If a POS System is used, the order is simply entered in a
terminal connected to the cashier and the kitchen.

References

Cousins, J. & Lillicrap, D. (2010). Essential Food and Beverage

Service for levels 1 and 2.
Oxfordshire, UK: Bookpoint Ltd.

Roldan, A.S. & Edica, B.T. (2008). Food Service & Bartending
Revised Edition – 2008.
Parañaque City: AR Skills Development and Management Services,
Inc.

QUIZ
Test I: Modified True or False. Write A if both statements are TRUE,
B if both are FALSE, C if the FIRST is CORRECT and the SECOND
is NOT, and D if the FIRST is FALSE and the SECOND is TRUE.

_____ 1. The procedure for booking a table is often the first contact
that a potential customer has with the establishment. . It is not
important.
_____ 2. The right approach will put the customer on ease. This will
also allow them to respond clearly.
_____ 3. In taking bookings, extreme care is not needed. Wrong
information may cause poor customer relations.
_____ 4. One information to be secured is the day and date of the
event. Another is the name of the customer.
_____ 5. Some details of the booking must be repeated to the customer.
The process of taking a booking in person is similar with
telephone booking.
_____ 6. Internet bookings are often automatically confirmed. The
details of the booking are then forwarded to the establishment
_____ 7. Cancellation details are not confirmed back to the customer. It
is a bad practice to ask if you can take a booking for any
other occasion
_____ 8.In F&B, mis-en-place is referred to as basic preparations. This
doesn’t include the pick-up of needed equipment.
_____ 9. Fine Dining doesn’t require pre set-up before service begins.
Pre set-up is not practical for casual dining or cafeterias.
_____ 10. Dry cutleries using clean, dry cloth. You may also use the
electric fan in drying utensils.
_____ 11. Utensils may be set down even if the table doesn’t have table
cloth. Paper napkins may also be used to line utensils.
_____ 12. If the guest has a reservation, make sure his table is prepared
in advance. It is not offending if you asks the guest if they
have any reservation.
_____ 13. Present the menu open if it is a book type, close if it is not.
_____ 14. Do not ever ask a guest how he wants his dish prepared.
Care must be taken in verifying orders.
_____ 15. If an order is manually written, bring one copy of the order
slip to the kitchen and another one to the cashier. The last
copy is for the captain.
Test II: Identification. Identify the following.

__________ 16. It may also encourage future sales.

__________ 17. Often automatically confirmed.
__________ 18. French word meaning “everything in place.”
__________ 19. It must be written in triplicate.
__________ 20. Must be piled up in tens.
__________ 21. Must be placed in glass racks.
__________ 22. Will require a complete table set-up.
__________ 23. A type of menu that has several pages.
__________ 24. It is where the number of guests and their time of
arrival are recorded.
__________ 25. The last person to take the order from.
Test III: Matching Type.

a. Completeness b. Cleanliness c. Balance

d. Order e. Eye Appeal f. Timeliness

_____ 26. No bent cutleries.

_____ 27. There is even spacing between chair covers.
_____ 28. All service equipment are placed on the appropriate side of
the cover
_____ 29. Required condiments are set before service.
_____ 30. No eyesore is seen in the dining area.
_____ 31. Additional cutleries are to be added once order was taken.
_____ 32. Set-up is completed at least 30 minutes prior to the start of
operations.
_____ 33. Appropriate color combinations are used.
_____ 34. Linens are fresh and clean.
_____ 35. No wobbly tables and chairs.
_____ 36. Cutleries are arranged in proper sequence following the
order by which they will be served.
_____ 37. Cutleries are spaced at least ½ inch from each other.
_____ 38. Client requirements in the banquet order are available.
_____ 39. Appropriate centerpiece and other decors are provided for.
_____ 40. Same glasses and cutleries are set on all tables.
Test IV: Chronological Order. Arrange the following procedure
according to their proper sequence.
Choices:
A B C D E

1st 2nd 3rd 4th 5th

6th 7th 8th 9th 10th

Taking the Food Order

_____ 41. Identify the diner who order each item.

_____ 42. Repeat the order to the customer.
_____ 43. Present the menu.
_____ 44. If out of stock, suggest alternatives.
_____ 45. Take the food order if the guests have made their decision.
_____ 46. Approach the table at the right side of the host.
_____ 47. Ask the guest how he wants his dish prepared.
_____ 48.take efforts to sell complete meal.
_____ 49. Stand erect. Look at each guest, smile, and greet.
_____ 50. Write all orders in an order slip in triplicate.

GOOD LUCK!!! GOD BLESS!!!   