1) Greeting and Seating: • Guest should be greeted and welcome with recognition, and should be helped with their coats and bags. • All guests are welcomed at the entrance. • Guest is greeted warmly. • Ask guest name to acknowledge them. • Use guest name at least twice during the conversation. • Offer choice of seating. • Table setting are adjusted to the number of guest.

2) Menu Presentation service standards: • All Beverage menus should be clean and in good condition. • Menus should be at least 2/3 languages. • Menus must be presented to guest opened, Present menu in the guest table and open the first page. • Must have non-alcoholic option in case hotel have the license to serve Liquor at Restaurant. • Always point to any recommendation or house favorites. • Inform the guest that you will take their order when ready. • Maintain eye contact and approach at the appropriate time

. 3) Order Taking Service Standards: • Staff should have a warm smile and polite attitude, Approach guest table within 10 seconds whenever they need to order. • Always prepare a note pad and a pen. • Be attentive at the guest table. • Offer recommendation. • Always repeat the guest order. • Inform guest of the expected service time. • Estimate the serving time.

4) Point of Sale key in Procedure: • Double check all the keyed in order before sending to kitchen. • Barman should serve the drinks with the specific POS ticket. • Key in order into the POS system accordingly. • If any wrong order key in, look for the assistant manager or above to void it immediately. • When barman gives the drinks to the waiter it should be with the POS ticket.

5) Order Delivery Service: • Waiter reviews the order and put on the tray. • Quality check by every staff. • Acknowledge the guest 2 steps before approaching the table. • Offer to pour beverage. • Leave the table by saying: “Is there anything I can assist you at the moment?”

6) Handling Bills and final settlement: • Ensure the bill is accurate, Always Double check the bill before presenting it to the guest. • The bill is presented in a company bill folder and pen, Retire from the table and stay within the vicinity. • Recover the check and means of payment. • Thank the guest and process quickly. • Payment should be done in 4-5 minutes

. 7) Guest Departure and Fond Farewell: • Thank the guest by name and bid farewell to all members of the party. • Help customers leave their table. • When assisting the guest, ensure ladies first. • Always says: “Hope to see you again.” • The table should be reset immediately.