Restaurant Service Best Practices

Welcome

• It is vital to greet customers upon arrival.
• Make eye contact, smile and say "hello".

First Contact

• Approach the table within the first few minutes.
• Prioritise first contact over other tasks.
• Offer complimentary still or sparkling water.
• Assess the customers’ needs and meal expectations.
• Identify any unavailable menu items.
• Offer drinks if body language suggests they want them.

Taking the Drinks Order

• Take the drink order at first contact if possible.
• If not, return within 5 minutes to check.
• 90-minute turn time requires prompt service.

Taking the Food Order

• Ask if customers have any questions about the menu.
• Consider suggesting antipasti with Aperitivi.
• Encourage pasta orders after 10-15 minutes.
• Inform customers about kitchen capacity and potential delays.
• Recommend 3 pastas for 2 hungry people.
• Clarify sharing arrangements for pasta.
• Note sharing preferences on the till.
• Stagger pasta orders for multi-course dishes.
• Confirm pasta order splitting with the customer.

Setting the Table

• Provide sharing plates.
• Ensure napkins, cutlery, and water are available.
• Confirm drinks have arrived before delivering food.

Sending Mains Away

• Ensure a timely check-back on the food.
• Address any customer dissatisfaction promptly.
• Replaces the dish if not satisfactory.

Clearing the Table

• Clear empty plates for shared pastas.
• Clear all items when customers are finished.
• Use the "2 plates in 1 hand" method.
• Scrape food into the food waste bin.

Turn Time

• Tables of 2-4 people have 90 minutes.
• Tables of 5 or more have 120 minutes.
• Aim to present dessert menus with 30 minutes remaining.
• Inform the bartender and manager if the table is running behind.

Taking Dessert Order

• Present dessert and digestivi sections.
• Encourage dessert orders if time is limited.
• Allow customers to settle if time allows.
• Relay the table with dessert cutlery.

Last Order and Bringing the Bill

• Encourage requests for the bill within the final 10-15 minutes.
• Use prompts like "are you guys all finished" or "can I get you anything else?"
• Be mindful not to take orders that will delay the turn time.
• Last order for alcoholic beverages is at 22:45.
• Last food order is at 16:00 for lunch and 22:15 for dinner.
• Ensure the bill is accurate.

Saying Goodbye and Relaying

• Acknowledge departing guests with a goodbye.
• Only clear and relay or answer questions if in someone else's section.
• Ensure the waiter has already addressed any questions.
• 2 people can serve a table only when clearing or running food.
• Master the "2 plates in 1 hand" method for efficient service.
• Use napkins for hot plates.
• Avoid saying "enjoy" when serving food.
• Clear finished drinks promptly.
• Attend the Menu Briefing to gain knowledge about the menu and service procedures.
• Hand over tables to another waiter if going on a break or leaving.
• Verify bill accuracy before leaving.

Table Maintenance

• Ensure tables are clean and have all necessary items.
• Replace dirty or empty items promptly.

Section Discipline

• Maintain a high standard of service within your section.
• Refrain from taking orders in another waiter's section.
• Provide assistance to other waiters with clearing and relaying.