FLOOR SERVICE STANDARDS
THE Floor
A perfect guest serves !!! on a busy shift
This will only happen in the real world on special occasions, but we need to strive towards it.
Guest sets foot through door.
Guest is asked by the host / manager ‘are one of our reservations’. Not ‘have you booked’ it makes them sound that they should have. The manager then shows guest to their table pointing out the special steak and lobster boards and presents them with menus and a wine menu.
Manager / host takes the first drinks order you should be Familiar with all the real ales and craft beers and any drink shortages, good chance here to offer choice but chose wisely, not everyone is comfortable with this.
Host / Manager puts order through the till or gives order to the designated waiter to put through the till. If wine is ordered let know who took order drinks should be put through in correct order.
Correct order stand at head of table then first left and clockwise around table.
Bar make drinks and place on tray with correct utensils glasses beer mats etc.
Waiter takes drinks to table gives them to the correct people without asking serving from the right where possible and informs table of any shortages in the kitchen, asks them if they would like any help in ordering.
Waiter takes order, puts through to the kitchen in the correct order. Tells buss how to lay up table, cutlery (Oyster forks) sauces etc.
Buss/Waiter serve the starters from the left, where possible.
Waiter check starters are all ok and offer extra drinks if appropriate.
Waiter call mains away.
Buss /Waiter clear table from the right where possible.
Buss / waiter clean down table and relay ready for main course cutlery (fish knives for flat fish) sauce etc.
Buss/waiter serve main courses, three plates at a time, you should know who ordered what, serve from the left. clear any unnecessary items breadbasket empty glasses.
Waiter check back three & a half mouthfuls into the meal this can be a subtle as an eye raise and a pause or a full-on conversation about how its cooked.
Buss / waiter clear main course plates clear from the right and all unnecessary condiments glasses etc use tray where necessary.
Waiter present desert menu and suggest specials and point out coffee selections and cocktail.
Buss/Waiter take desert/coffee/liquor order in correct order.
Buss/Waiter serve desert order in correct order serve to the left.
Buss/Waiter serve coffee & liquor order in correct order serve from the right.
Waiter check tables bill and get bill ready on a side plate.
When guest asks for bill present ASAP on a side plate – this is the one part of a meal all guests want to get over and done quickly, once they have asked for the bill they want to leave.
Say goodbye verbally or with an air kiss, handshake or full on snog. Mastering the art of which one is appropriate to which guest takes time and cunning if in any doubt verbally is the one to go for. One would hope you now have a better relationship with the guest than you had when the stepped through the door.
Buss when guests have gone straiten chairs clear table with tray where appropriate. Wipe down spray cloth not table and relay.
Managers main Role. Hang around the bar.
Then seat guest, take first drinks order and say goodbye
Have in your pocket 2 pens a waiter’s friend and a note pad.
Waiters main Role. Hang out around the floor/your section.
Take starters main desert and extra drinks orders, present bill, take payment.
Have in your pocket 2 pens a waiter’s friend and a note pad.
Buss main jobs. Hang out around the kitchen.
Lay-up tables, Take-out food, clear down tables.
Have in your pocket 2 pens a waiter’s friend and a note pad.
These jobs can and will mingle amongst the above three rolls
Use a Tray your more efficient with a tray.
Don’t go anywhere empty handed
Carry three plates your more efficient.
Smile your front of house
Before you start to chat, and chatting is part of the job!
Scan your tables, ask yourself what jobs I can do now because fate will throw four jobs at you at once if you don’t.
Does anyone need a drink/the menu/desert menu/bill?
Can I clear any plates/drinks/condiments?
Do any tables need wiping/checking back?
Alma service standards