Casual Dining Room Service Manual

Dining Room Service Manual

Townhouse Bar & Dining Room

DINING ROOM SERVICE MANUAL

Dermot Mulhall 10/04/2023


Townhouse Bar & Dining Room

Contents

Section Page Number

1. Trainee Information 32. Certificate of Completion 43. Introduction 54. Before Service 65. Setting Tables 76. Order Of Service 87. Presenting A Bill 108. Tray Service 11



Table Service Manual

This Manual is designed to provide you, the employee, with a full knowledge of all requirements of duty for the position of service on the restaurant floor.

Trainee Information

Name: ____________________________________________

Manager: ____________________________________________

TrainingCommenced: ______ / ______ / ______ (DD/MM/YYYY)

TrainingCompleted: ______ / ______ / ______ (DD/MM/YYYY)

AssessmentCompleted: ______ / ______ / ______ (DD/MM/YYYY)



Certificate of Completion

I _______________________ (Manager/Supervisor) hereby certify that

_______________________ (Employee Name) has successfully completed

their training in “Dining Room Service Manual” and is fully qualified

under the requirements of the establishment in which they are

employed herewith.

____________________________________(Signature of Manager/Supervisor)

____________________________________Date

____________________________________(Signature of Trainee)

____________________________________Date



Introduction

Working as a member of the waiting staff is not just a matter of taking an order and then serving your table. You need to be aware of all the procedures required in setting each table and serving your guests, in an efficient, organised and hygienic manner. Timing is essential when preparing and clearing areas and serving your guests, as well as attention to detail. You need to be able to deal with all situations in your area of responsibility, and this manual will ensure you have the knowledge to deal with all situations as they arise.

There are always standards which must be adhered to in all settings. All customers expect a level of service, and anything above and beyond what is expected will only serve to make your job easier more pleasurable and rewarding.



Before Service

It is essential that throughout your service you are fully prepared for the evenings service, therefore your opening procedures should not be seen as a heavy duty but more a way of ensuring that your evening runs smoothly and simply for you and your guests. The following are the basic opening procedures for the Townhouse Dining Room that must be completed before service begins and shall be checked by your manager on duty approximately ten minutes prior to opening.

Sweep floor, stairs and toilets Mop all floors with Lemon Gel Wipe down tables Turn on Glass washer Put out candles (change if necessary) Check toilets and make sure there is enough toilet paper, hand

soap etc Top up cutlery tins if necessary Fruit for drinks Milk btls filled and in red bull fridge & fresh cream Check kitchen for steak knifes, soup spoons etc. Refill ketchup and mayo. Make sure there is enough cups, saucer, teaspoons, coffee beans

etc. Check you have enough menus and comment cards Get specials form kitchen and write up on boards Make sure front door is open and light on the hall is turned on.

Inspect each item carefully when setting up, as any damaged crockery or other items may need to be replaced. If this is the case, report this to your manager, who will then be able to keep a record of all stock levels and maintain a constant supply. Damaged items must not be used for service, at any time. Anything not properly cleaned should be returned for cleaning.It is also essential that throughout your service you do not run out of stock, so checking stock levels during set-up is essential. Therefore please double check with the manager and the reservations book for:

Number Of Guests Special Seating Instructions Special Dietary Requests and/or Allergy Information

Check all wine and wine Specials and that you have enough stock on hand.



Setting Tables

Before service; make sure that each table in the restaurant is set cor-rectly.

1. Check that all tables are stable and do not wobble.

2. Wipe the chairs and be sure they are clean and set at an appropriate length from the tables.

3. Check that the tables are clean on the top and edges. If ledges are nearby, they should also be free of dust and dirt.

4. Examine the salt and pepper shakers, cutlery holder and any table tents. The shakers and holder should be full and clean. Position these items at the center of the table.

5. Inspect the table settings. Be sure everything is clean and aligned properly. See Fig 1

6. Be sure the floor is clean around and under the tables. Pick up any rubbish, pieces of paper, mop hair strands etc…

Fig 1. Proper Table Layout



Order of Service

1. Meet the guests at the door and greet them. ie: Good Morning/Good Afternoon/Good evening.

2. Find out from Guest if they have a reservation, if so please check the assigned table on your table plan and take the guests to that seat, please do not deviate from this plan without consulting the floor supervisor or manager

3. If no reservation, enquire as to how many are dining, check seating chart to find an open table before escorting them to a table. If unsure as to an available table please check with the floor supervisor or manager.

4. Offer drinks before presenting the menus.

5. If there are any specials on that evening then they should be announced at this stage.

6. Before taking the order ensure that they have received their first drinks.

7. When taking the order start by asking the ladies first. If you are unclear as to what the order is then do not be afraid to ask the customer to repeat the order. Don’t forget to ask the temperature if they order beef, ie:medium, well-done etc.

8. Before leaving offer the wine list and also some mineral water.

9. Ring through the order on the point of sales system.

10. Take the wine order.

11. Serve the water and bread.

12. Change the cutlery in accordance with what each customer is having.

13. Ensure you always use a clean waiters cloth when serving.

14. Before the starters are brought to the table, check again to ensure that the wine is served.

15. Serve the starters. Don’t forget the ladies first!

16. Offer fresh black pepper from the pepper mill.

17. Wish them an enjoyable meal.

18. Clear the starters.

19. Top up the wine.



20. Serve the soups/salads if applicable.

21. Top up wine before clearing the plates.

22. If there is a seperate red wine with their main course then it can be poured at this stage.

23. Serve the main courses, ladies first.

24. Offer fresh black pepper from the peppermill. If there is a pasta dish then fresh parmesan should be offered by the waiter.

25. Return to the table after two minutes and enquire as to how they are enjoying their main courses. Pay particular attention to those who are having the beef as it may not be cooked to their liking.

26. Top up wine.

27. Clear main courses plates, side plates and salt and peppers.

28. Present dessert menus.

29. Take order for dessert. Now is a great time to upsell, home-made desserts, coffee, cappuccino, speciality coffee and liquers.

30. Send order to kitchen.

31. Place dessert spoon and fork on table for those who are having dessert.

32. Serve desserts. When they are finished serve coffees and liquers.

33. Return to offer a second cup of tea or coffee.

34. Present the bill when requested. Ensure that all drinks and coffees are placed onto the bill. Customer comment card should be offered at this time and the customer asked for feedback. Feedback is crutial whether it be positive or negative.



Presenting a Bill

As important as greeting the guest and serving a good meal, presenting the bill

leaves the final impression on the customer so it is important that this is done

correctly, politely and professionally. Follow these guidelines when presenting

the final bill to your customers.

Start to compile the bill towards the end of the customer’s meal. However do

not finalise this bill until all orders have been completed and the host asks for it.

Ensure that all items are included; prices are correct and any additions or

calculation are correct, BEFORE you present the bill and please check with any

other server who may have served an item to the same table that it is added.

Ensure that the correct bill is presented to the appropriate customers when you

are compiling several bills at the same time.

Present the bill, folded on the appropriate silver tray with a comment card, to

the table host.

Leave the table, giving the host time to study the bill.

Observe the table and watch to see when the host is ready to make payment.

The host may call you over to take the payment or may leave payment on the

table for you to take away.

When taking payment from host ensure you thank them.

Return to the table and prove a copy of the bill or receipt and any change on the

silver tray, thanking the host again.



Tray Service

How to load, carry and unload a tray correctly

When used correctly, a tray can really be an advantageous tool to help you speed up your service and reduce the number of journeys you need to make back and forth from the kitchen or bar area. In order to make the most out of your tray, there are some simple techniques you should implement when you load, carry and unload your tray. Outlined below are some of the steps you should follow:

Loading your tray First ensure that your tray is clean and dry. You may want to cover the tray

with a cloth if the rubber matt is missing to help prevent items from slipping. If so it is crucial that the cloth is clean with no stains or marks on it.

Place the tray in a secure position on the table i.e. not sticking out over the edge of the counter or table.

When loading your tray it is a good idea to load similar sized items together to help prevent items from falling as well as taking up less space.

Heavy items should be placed in the centre of the tray to ensure that the weight is balanced evenly, making the tray easier to carry.

Spouts of teapots, water jugs etc should be turned towards the centre to take up less space as well prevent you from the scalding of any hot liquids in the event that they should spill.

Never load wine bottles together with glasses onto a tray.

Carrying your tray Ensure that you grip the side of the tray with one of your hands and place

the free hand underneath the centre of the tray and lift.

Never carry a stack of plates on a tray. These should be carried carefully with both hands.

Unloading Your Tray Place the tray in a safe position on the counter or table.

Unload the items from the tray carefully, without upsetting the balance.

If you are unloading the tray in a wash-up area, place items in correct places to minimise breakages etc.


Casual Dining Room Service Manual

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