SEQUENCE OF SERVICE

Following a standardised sequence of service allows uniformity of service across the business regardless of which staff members are rostered on.

PROCEDURE

Instead of just getting straight to the point (which can feel transactional), we want to ask a simple question to make our customers feel welcome (this ties into our value of friendliness)

  1. Example 1: (if you’re available): "Hi there; how are you today?"

  2. Example 2 :(If you’re unable to assist right away): "Hi guys, I’m just going to run this food quickly and I’ll be right with you"

Determine what the customer wants:

  1. Takeaway order

  2. Dine-in Customer - do they have a booking?

  • Welcome your guests, check how many people will be dining

  • Grab menus, water, water glasses and cutlery and take the guests to be seated

  • If children will be dining, ENSURE they are treated as VIP’s, ensure you place colouring in and crayons/pencils at the table

  • Once guests are seated pour their water (THIS IS NON NEGOTIABLE)

  • Introduce yourself and present the Menu

  • Inform the guest of any daily specials or any unavailable items

  • Ask guest if they would like a drink/tea or coffee to start

  • Take Guests drinks order

  • If only having beverages remove menus and cutlery and suggest they try one of the sweets available

  • Observe guest to see if they need any assistance with the menu or if they have any questions

  • Deliver Beverages (Runner/waiter)

  • Return to table take guests order ensuring to upsell at every opportunity

  • Again ask if they have any questions or require assistance

  • Collect meals from kitchen. Teamwork is key. (Runner/waiter)

  • Handle plates correctly – NO THUMBS.

  • Carry 3 plates where required.

  • Plates must be kept flat.

  • When delivering meals check to see if the table requires more water

  • Check tables for empty cups, plates

  • After 5 minutes check on table ensuring everything is OK and the guests are happy

  • If there is an issue, address immediately or seek assistance from a senior member of staff

  • Once guests have finished eating, clear plates and any empty coffee cups to kitchen.

  • Check if table requires more water

  • Return to table and check if the guest would like more beverages or something sweet to finish off

  • If guest declines leave it 5 minutes then return to the table, let them know when they are ready you will return with their account to take payment

  • After 5 minutes return to the table and ask the guest of the would like to settle the bill

SEQUENCE OF SERVICE HINTS AND TIPS

Service Stations

Set yourself up for success, at the beginning of your shift always ensure your service stations are set with sufficient cutlery, water bottles and glass.

If you suddenly have an influx of customers this will assist in keeping service on track and reduce chaos during busy times.

Map your section

During busy times mind map your section, where the tables are at and what the next step in the sequence of service is.

Empty Hands

Be mindful at all times empty hands make more work. As you walk through the café ensure you are always on the lookout for any empty cups, glasses, water bottle or plates. Clear as you go Always remove empty cups, tea pots, glasses and plates when at a table (except water glasses)

Repeat orders

Ensure orders are correct by repeating to guests prior to hitting send!

Clean as you go

Whenever you have time do a quick clean up, bar, cutlery, tables etc