GREETING AND SEATING THE GUEST

❖ Guests should be greeted and welcomed with eye contact and a natural smile.
- Good Morning / Afternoon ( 12pm - 6pm ) / Evening , Welcome to (......) Restaurant Sir /
Madam / Miss / you can call Guest name .
❖ Check the guest body temperature and Offer hand sanitizer to the Guest (covid
protocol) .
- Excuse me sir / madam , may I check your body temperature ? May I offer hand
sanitizer ?
❖ Introduce yourself, make it natural and friendly .
- My name is ( …. ) I will be your waiter , nice to meet you ( if it's your first time ) or
welcome back Sir / Madam / Miss / you can call Guest name if they are our repeat
guest .
❖ If this is our new guest , ask guest names to acknowledge them .
- May I have your name sir / madam ?
❖ Use a guest name during the conversation , to engage with the guest .
❖ Offer choice of seating .
- Where would you like to have a table ?
( If the inside restaurant is full ,
and they want to have a table ,
try to offer an outdoor restaurant ).
- Would you like to have sat at ……… for a moment ?
If we have a table available
we will inform you Sir / Madam .
- Try to inform our guests
- if they want to do some work in our restaurant ,
- offer them a facility like where they can plug / charge their laptop .
 MENU PRESENTATION SERVICE STANDARD
❖ All menus should be clean and in Good condition .
❖ Menus must be open , when presented to the guest .
- This is our menu , please have a look sir / madam .
- You can start to offer a bottle of water !! Excuse Sir / Madam would like to have a bottle of
water ? still or sparkling water ?
❖ Give recommendations or House favourites .
- Today we recommend you (... ) please explain !!
- Offer the guest promotion of the day / chef recommendation .
❖ Inform the guest of unavailable items .
- Please explain to the guest what item is not available !
- I do apologize sir this item is not available today , would like to have something else ? ( please
direct the guest to another option ).
❖ Take the Guest order and always repeat what the guest order .
- May I take your order sir / Madam ? Please repeat the order .
❖ Check the guest if they have any allergy.
- Do you have any food allergies sir / madam ?
❖ Input to the system and make sure all the guest orders are correct .
 DELIVER THE FOOD AND DRINKS
❖ Ensure the drink comes first to the table .
- So this is your drink Sir / Madam , please enjoy !!
❖ Get the cutlery based on the order and set up on the table including condiments .
❖ Check the guest if they want to share .
- Excuse me Sir / madam , would you like to have a sharing plate / bowl ?
( make sure how many sharing plates they need ) .
❖ Check the guest if they need additional condiments .
- Would you like any additional condiments ? ( chop chili / Spicy sauce / any sauce )
❖ Handle plates appropriately and hygienically .
- Always be care full usually hot food come out with hot plate .
❖ Offer refills before the drink has finished .
- Would you like to have another drink / another cup of coffee / another bottle of water /
another glass of cocktail / another glass of wine ? etc .
❖ Always pay attention , and make sure the guests enjoy their meal .
- Please do a quality check to the guest , and make sure they enjoy it .
- How was your meal / food , Sir / Madam ?
- Did you enjoy your meal ?
❖ Be attentive and anticipate guest needs .
❖ Clear up all unused / finished glasses and plates .
- Excuse Sir / Madam , May I Have your plate / glass /
cutleries ?
- Excuse Sir / Madam , May i clean your table?
❖ Wipe the table if it is dirty .
❖ Offer the guest some dessert , Coffee / tea .
- Would you like to have some dessert ?
- Would you like to have some coffee / tea /
another drink ?
-
❖ Remove unused condiments and cutlery .
- Set up the cutleries if the guest would like some dessert .
❖ Engage with the guest in quiet moments .
- Make some conversation with the guest , with polite manners .
- May I Know where are you from sir / Madam ?
- How long have you been in Bali ?
- Where did you stay in Bali ?
- Etc .
HANDLE THE PAYMENT & THANK TO THE GUEST
❖ Show the guest their total
- This is your bill Sir / Madam .
- Would you like to pay separately ? ( if they want to pay separate )
❖ Ask for their loyalty card .
- Do you have our loyalty card ? Please explain our loyalty card to the guest !!
❖ Check if they would like to pay cash or cards.
- Would you like to pay with cash or with a Card ?
- Please make sure of their card ( if they pay with a card ) Sir / Madam , may i have your sign ?
- Always ensure the transactions are correct .
- If the guest pays with a card , After touching the EDC machine / guest credit card , please
offer the guest hand sanitation .
❖ Always present the guest with a receipt .
- Show to the guest all transactions. Present the receipt .
- Would you like to have the receipt ?
❖ Thank every guest for coming
- Thank you for coming Sir / madam , we would like to see you soon.
- Thank you for coming. Have a great day .
- Have a wonderful evening .
❖ Gratitude .
- If the guest gives extra cash ( tips ) , Thank you Sir /Madam , I appreciate it .
❖ Invite the guest to come back and tell them to give us feedback on social media ( tripadvisor /
Google / instagram etc ).
- We look forward to seeing you back again !
- Today we are open until (...) would you like to come back for lunch / dinner ?
- We have a special promotion for (....) , we will see you soon .
- We do Happy Hour for the cocktail from (…) until (...) would you like to come back ?
- Please give us feedback about your experience today , thank you so much !