chineserestaurantSERVICEFLOWCHART.docVIP

Service Flow Chart – Daily Operation This service flow chart is an overview for sequence of service for Chinese restaurant, which will be performed throughout the duration of the operation hours. Follow the steps correctly and ensure consistency and quality of service. This will result in completely delighting and satisfying our guest SOS STEP If the guest If the guest are not satisfied are satisfied H: Hostess S: Supervisor W: Waiter AM: Asst .Manager Please refer to detailed procedure in S.O.M. LQE / D.Richey Greet the guests within 30 seconds. Staff demonstrates a polite and positive attitude. Staff speaks clearly and naturally, with appropriate and conversational phrases. Escort to the table, including chair assistance and waiting until guests are seated. Table must be re-set within 5 minutes after the guest has left the table The server is able to effectively describe foods and drink, and accommodates special requests. First drinks other than water are promptly offered and served within six minutes of seating Guest will never to initiate a request for anything which is in the scope of colleagues’ control Staff is attentive to table maintenance. Anticipate logical guest needs based upon service sequence or guest comment. A manager will be present and will actively engage with guest Table must be re-set within 5 minutes after the guest has left the table. Aman dayan CHINESE restaurant Guest Arrival Guest Delivery Payment Seating Guest If table is available Food Beverage Service Table Maintenance Service Completion Single guests: locate the guest to the table for 2 and offer magazine or newspaper H If table is not available Greet guests within 30 seconds and use guest’s name. H After the guests respond, identify if they have made table reservation. H Guest holding a reservation Guest not holding a reservation Check how many tables and seats are available. H Check pre-assigned table PDR availability. H If table is available Identify guests’ details