Food and beverage sequences and procedures

Food and beverage sequences and procedures

Initial Customer Interaction Procedures:

  • Always ensure a friendly and welcoming interaction with customers, acknowledging them as soon as they arrive.
  • Always present menus promptly and manage customer expectations about wait times stringently.
  • Be ready to offer daily specials or promote particular dishes or beverages.

Order Taking:

  • Remember, accuracy trumps speed when taking orders. Always repeat the order to the customer to confirm.
  • For bespoke orders, ensure you understand the customer’s request correctly.
  • Be proactive about understanding potential allergens in dishes and ask about dietary restrictions.

Serving Food:

  • Serve from the customer’s left, starting with the person furthest from you.
  • Clear from the right, starting with the person nearest to you.
  • Handle all food and plates properly to ensure safe and hygienic service.
  • Remember; Customer is king. Show initiative by asking if customers need anything else, and be accommodating.

Beverage Service

  • Serve wine to the host for approval before pouring for other guests.
  • Pour small sips for tasting, not a full glass.
  • Be acquainted with different types of wine glasses for different grape varieties.
  • Always serve hot drinks (like tea and coffee) accompanied by a teaspoon, on a serving tray.
  • Cold drinks should be served with a clean, unchipped glass and accompanied by a coaster.

End of Service:

  • Clear up all the dishes and ensure the table is clean before bringing the bill.
  • Ask customers if they enjoyed their meal and if there is anything they didn’t like.
  • Remember to thank customers for their visit before they leave.

Handling Complaints:

  • Always handle complaints with kindness and understanding.
  • Never argue with the customer. Remember they’re not attacking you personally, but expressing dissatisfaction with the service.
  • Actions to rectify a situation may involve offering a free item, refunding the cost, or simply apologising sincerely.

These points collectively form the sequence and procedures that create a well-rounded food and beverage service experience.