8/10/2019 SERVING POLICY.docx (Banquet Function & Catering Services Procedures)

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SERVING POLICY

RECEIVING GUEST

ervice starts as the guest the outlets entrance. One basic policy we

ould adopt is the way we receive our invited guest at home. With a

nuine smile, we should say Good Evening Sir/Maam, may I

ggest a chair or seat for you (bar counter). Ones the guest sits, do not

ave the guest; say will this place be alright, Sir/Maam?

TAKING ORDERS

taking orders, the following pointers should always be observed:

a.) Pen and scratch pad should always be ready.

b.) Ladies have a priority

c.) Stand close enough to the customer to be able to hear him.

d.) Repeat the orders to the guest/s.

e.) Before leaving the counter say, Will be this all Sir/Maam?

Thank You.

WRITING ORDERS ON THE GUEST CHECK

a.) Do not forget to right down your code number, date, counter

seat number, numbers of persons on the corresponding blankon the guest check or order taker slip.

b.) Write down the name of the items, and the quantity.

PLACING ORDERS

a.) Give the guest check to cashier for validation of orders slip

and to the bartender.

b.) Original copy to guest with the word Paid, second copy to

cashier and third copy to the bartender.

SERVICE ORDERS

a.)

Smile when serving and talking the guest.b.) Serve ladies first.

c.) Always mention the name of the drinks served.

d.) Always underline the bottle of beers, glasses with coasters.

e.) Always carry and serve drinks in the bar tray.

f.) Always drinks with tonic water asst. soft drink should be

served with a slice of lemon.

g.) Brandy, cognac and liqueur should be served with iced water

on the side.

h.) Never serve beer with ice.

i.) Serve white wine chilled and red wine at room temperature.

j.) Serve drinks in tall glasses with straw.

k.)

Always remember to put garnish to all drinks.l.) Cocktail napkins to be provided for every guest.

CLEARING / CLEANING COUNTER

a.) Empty glasses, bottles should be taken away from the counter

immediately.

b.) Soiled ash tray, coaster should be changed with clean ones.

c.) Use straws, empty cigarette package, and other items should

be taken away from the counter.

d.) Once a second drink is served, take out the first glass. If the

glass is not yet empty, wait for the guest to finish it.

e.) If there is spillage on the table, be sure to try to wipe it with

clean rug.

7. PRESENTING THE GUEST CHECK

a.) Ensure that the guest check is the right one for the c

seat.

b.) Ensure that all orders reflected on the guest check are

served to the guest.

c.) Ensure that the prices are correct.

8. SETTLEMENT OF THE GUEST CHECK

a.) All checks are to be settled in cash unless the guest is a

card holder.

b.) Credit cards accepted are: commercial cards, memb

cards, silver cards, gold cards and smart cards.

c.) Guests, house guests, Managers with authorizatio

allowed to sign for their checks.

9. BIDDING GOODBYE

Like our own guest at home, our clients, expects a warm goodbye

a smile we should say. Thank You, Sir/Maam, please do vi

again, hope you enjoyed your evening with us.

10. SERVICE PROCEDURES

a.) Beverage Preparation

1. Ensure that ice is crystal clear and clean.

2. Place ice in the glass/shaker before pouring the

ingredients.

3. Follow the standard glassware for every drink.

4. Always use the ice scooper when placing ice

glass/shaker.

5. Stir drinks with light ingredients/shake those with

ingredients and blend with fresh fruits ingredients.

6.

Always use a jigger in measuring the ingredients.

7. Garnish drinks that need to be garnish.

8. Never use beer with spit neck bottles.

9. Never use chipped or cracked glassware and def

operating equipment.

10. Adhere to the prescribed recipes of drinks.

b.) Habits to be avoided while in the service area/bar counter.

1. Combing hair.

2. Chewing or eating something.

3. Sneezing, coughing and yawning carelessly.

4.

Fussing with face, hair, neck and picking at skin blemish5. Banging of glassware, equipments.

6. Putting hands inside the pocket.

7. Horse-playing.

8. Day-dreaming.

9. Grouping together.

10. Use of sign language.

11. Using of index finger when pointing at something.

12. Listening and indulging in the conversation of guest.

13. Mentioning physical handicap of customers.

14. Leaning on the counter, walls, chillers, etc.

15. Counting tips in front/in view of the customers.

16. Shouting, dancing or playing with the music.