HOW TO GREET GUEST

NO STEPS INVOLVEMENT STANDARD

1 Establish eye contact When you should you do that ? Upon guest’s approach
Where should you be ? At the entrance of the restaurant
How should you do that ? With a very warm smile (Natural)

2 Greet the guest Where should you say that ? When guest is 1.5 m away from you
What should you say ? Good Morning / Afternoon /Evening….
Sir / Madam…………………….
How should it be done ? In a clear and loud voice
Clear pronounciation
Friendly.
What makes the greeting more If , know guest’s name (mr /mrs Jhon….)
personal ? greet guest by name
3 Welcoming the guest How should you say that ? Meaningful
Clear and loud in tone
Sincerely
4 Ask guest for their name ? How should you say that ? Madam / Sir , may I have your name
please……
Friendly
Show interest
5 Listen to guest’s name and asked guest Why should you do this To ensure names are correctly spelled and
to spell it if you are not too sure. pronounced
Write down the name in the
To ensure guest are seated according to
reservation file.
allocated table.

To ensure reservation are under control

HOW TO ESCORT AND SEAT GUEST AT HIS TABLE
NO STEPS INVOLVEMENT STANDARD
1 Request guest to follow you What to say to guest Sir / Madam , this way please ………….
2 Lead the way by walking infront of What must you ensure when Do not walk too fast ahead of guest
guest escorting guest
Ensure guest are following.

Distance no more than 1 m.

3 Pull chair out for guest How far out do you pull chairs ? Just enough space for guest to enter.

Always ladies first

4 Push chair in when guest is about to sit How should it be done Slowly and carefully.
down Ladies first.

HOW TO SERVE ICED WATER

NO STEPS INVOLVEMENT STANDARD
1 Collect water pitcher How should water pitcher be ? Check pitcher is clean
2 Fill water pitcher with ice cubes What to use for scooping ice ? Using on ice scoop
How much ice cubes to fill ? About half full
3 Fill water pitcher with water How much do you fill ? Do not overfill
Leave about 3 – 4 cm from the top
4 Place water pitcher on underliner Folding at square
(napkin)
5 Serve guest when required from How do you serve the water ? Do not lift glass up.
The right of guest Do not overfill
How much do you serve ? Leave abaut 1 cm from the top
HOW TO PRESENT A MENU
NO STEPS INVOLVEMENT STANDARD
1 Collect menus from service station What must you check ? Clean.
In good condition.
As good as new.
Not stained on the inside
2 Hand menu to guest How do you hand menu to guests ? From right hand side of guest.
Using your right hand.
HOW TO SUGGEST MENU ITEMS
NO STEPS INVOLVEMENT STANDARD
1 Approach guest table What to check in your self ? Costume clean.
Neat and tidy.
Well groomed
2 Great guest ……………. In what manner Stand upright in good posture
Good Morning / Afternoon / Evening …. Smile and be polite.
Sir / Madam Gentle tone of voice slowly and clearly.
Be cheerful
3 Suggest menu items How to suggest menu items ? May I recommended you ………..
Let me suggest our popular daily special ….
e.g. Our chef’s special for today
Our special foods or beverage…..
May I suggest a nice house-made cake

In what manner Gentle tone of voice slowly and clearly,

politely.
Cheerful and smile
4 Thank the guest on completion What to say Thank you sir / madam
Polite and smile
UPSELLING SKILLS
NO STEPS INVOLVEMENT STANDARD
1 Point out buffet to guests What to say ? Excuse me, Sir / Madam ……….
(break-fast /lunch / dinner ) May I suggest our buffet……………….

Be polite and cheerful.

2 If guest request for menu ………… What can you recommend ? Sir / Madam, Can I recommend our clear
Present and recommended a starter. Seafood minestrone ?

Speak clearly and slowly

3 Propose slow moving items to guest
first

4 Recommend entrees which keep the What can you recommend ? Sir / Madam , let me recommend you our
average check high. very popular grilled U.S. Sirloin Steak…..
It is very tender and served with fresh
How do you recommend ? garden vegetables and our home made
herb butter.

5 Never forget dessert and coffee What can you recommend Propose our famous dessert bar

Selection of tea / freshly brewed coffee

6
SUGGESTIVE SELLING ( ADDITIONAL ITEMS )
NO STEPS INVOLVEMENT STANDARD
1 Greet What must you do when you see Good Morning / Evening …….. Sir / Madam
a guest
Smile.
Do not grin.

2 Take order What is the phraseology used when May I take your order Sir / Madam ?
taking order ?

How should your tone voice be ? Pleasant, loud and clear

Where do we look when talking to In the eyes ( eye contact )

the guest

3 Suggestive selling What must you know before being Product Knowledge
able to recommend to guest ? Items available

What is the phraseology used when Sir / Madam , besides your Roast Beef and
suggestive additional item to guest ? Ribeye steak, would you like an order
salad to go with it….

Sir / Madam, would you like to have an

order of soup to go after your salad …..
CROSS SELLING
NO STEPS INVOLVEMENT STANDARD
1 Establish eye contact When should you do that ? Upon guest’s approach

2 Smile How Natural

Pleased to see guest

3 Greet the guest In clear voice

Good Morning / Afternoon / Evening Clear pronunciation
Sir / Madam …………. Friendly

4 Listen carefully to guest’s request why Get the facts

Understand his/her request

5 Make recommendation How do you recommend ? Sir / Madam, can I recommend our lobby
lounge bar or Sky lounge bar ……………
They do very good Irish coffee there.
You can relax and enjoy your coffee while
listening to the live band.

6 Listen to his / her answer why If guest agree, ………… offer step 7
If guest not agree…………. Offer another
recommendation.

7 Say “ Would you like me to show the How should you say that ? Meaningful
way ? “ Clear and friendly

8 Request guest to follow you What to say to guest ? Sir / Madam, would you like to follow me..
this way please…………………..
Give direction Sir/Madam , it is on the 4’th floor ……