Podcast
Questions and Answers
What should you do within 2 minutes of greeting the guest?
What should you do within 2 minutes of greeting the guest?
What is the appropriate time frame to return beverages to guests?
What is the appropriate time frame to return beverages to guests?
What should you inform guests of during the beverage return?
What should you inform guests of during the beverage return?
Daily features
How long should appetizers take to be served?
How long should appetizers take to be served?
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During food delivery, serve ladies first, then gentlemen by the lowest ______ point number.
During food delivery, serve ladies first, then gentlemen by the lowest ______ point number.
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What should be checked back on after two bites of food?
What should be checked back on after two bites of food?
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What should you do during table maintenance?
What should you do during table maintenance?
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How long after entrees should you clear the table?
How long after entrees should you clear the table?
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Dessert menus do not need to be dropped to guests.
Dessert menus do not need to be dropped to guests.
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What should you do when presenting the check?
What should you do when presenting the check?
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What is expected regarding prompt check reconciliation?
What is expected regarding prompt check reconciliation?
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What should you do after thanking the guest?
What should you do after thanking the guest?
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Study Notes
12 Steps of Service - Overview
- Greet guests within 2 minutes with a warm smile and introduction.
- Place a beverage napkin on the table and offer beverage choices.
- Repeat your name three times during the initial interaction.
Return Beverages
- Serve beverages within 2-4 minutes.
- Inform guests about daily specials using descriptive language.
- Verify if guests have menu questions and suggest specific appetizers and entrées.
- Take the food order clearly.
Order Placement
- Staging and timing of courses is essential.
- Set time standards: Appetizers (8-12 mins), Salads (8-12 mins), Entrées (18-22 mins).
- Report any delays to a manager immediately.
Table Marking
- Ensure the table is equipped with necessary condiments and utensils for various dishes.
- Anticipate guest needs; avoid guests needing to ask for items.
Food Delivery
- Serve food without auctioning; follow a protocol to serve ladies first, then gentlemen.
- Offer assistance by asking if there’s anything additional needed at that moment.
Quality Check
- After the guest takes 2 bites of their food, check in on food quality.
Table Maintenance
- Monitor and replenish beverage levels, and offer refills.
- Remove unused dishes and clutter from the table to keep it tidy.
Clearing the Table
- Clear non-used items within 3 minutes after entrées are served.
- Avoid stacking dishes on the table or against your body to maintain professionalism.
Desserts and Beverages
- Present dessert menus and suggest specific items for coffee or after-dinner drinks.
- Set time standards for desserts (8-10 mins) and coffee (3-5 mins).
- Continue maintenance of the table throughout the stay.
Check Presentation
- Present the check standing to show attentiveness.
- Inquire if guests are loyalty members or wish to become members.
- Inform guests the bill will be taken care of when they're ready.
Prompt Check Reconciliation
- Process bill rapidly to prevent guest delays after their meal.
- Complete payment processing and rewards points within 2 minutes.
Guest Departure
- Thank guests for their visit and invite them back.
- Introduce yourself and encourage them to request you on their next visit.
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Description
Test your knowledge on the 12 Steps of Service with these flashcards. Learn how to greet guests, serve beverages, and provide excellent customer service in a restaurant setting. Perfect for hospitality students and professionals looking to enhance their skills.
