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FBS 7 Receiving Guest

The document provides guidance on properly receiving and seating guests at a restaurant, including checking reservations, seating procedures, and accommodating any special situations that may arise. It also outlines the process servers should follow when taking customers' drink and food orders, such as suggesting menu items, using a coding system to track orders, and allowing time for customers to decide while providing recommendations. The goal is to ensure customers receive their correct orders accurately and have a positive dining experience.

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Darrel Latao
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39 views

FBS 7 Receiving Guest

The document provides guidance on properly receiving and seating guests at a restaurant, including checking reservations, seating procedures, and accommodating any special situations that may arise. It also outlines the process servers should follow when taking customers' drink and food orders, such as suggesting menu items, using a coding system to track orders, and allowing time for customers to decide while providing recommendations. The goal is to ensure customers receive their correct orders accurately and have a positive dining experience.

Uploaded by

Darrel Latao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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RECEIVING AND SEATING A GUEST

Receiving and seating a guest is important as it is the point of creating the first impressions.
The hostess must be present at the restaurant door to receive a guest. Good restaurants will have
a hostess’s desk which has the Reservation Register and telephone for all internal and external
communication with the restaurant. Following is a typical procedure at the time of reception.
Hostess: “Welcome to the XYZ restaurant. Do you have a reservation?”
Guest: “I have made a reservation in the name of Mr. Smith”.
Hostess: “Yes sir, your table is ready Mr. Smith”.
The restaurant will have a cloak room or simple pegs to hang heavy overcoats, raincoats
and umbrellas in locations with extreme climatic conditions. The hostess will help the ladies
first to remove their overcoats.
There may be some special situations at the time of arrival of a guest. These have been given
below:

Situation 1: A guest may not have a reservation, in which case the hostess may say, “Sir
let me check if there is a table available”. If a table is available then the hostess will follow
the procedure above. If there is no table available she will say, “Sir, I am afraid the next free
table will take another twenty minutes. Would you like to wait in the bar and I shall call you
as soon as it is free”. This alternative helps in promoting the revenues of the bar, as well as
keeps the guests occupied.

Situation 2: A guest has made a reservation but the table is not


ready as guests tend to come earlier or later than the promised time.
The hostess will then offer them to wait at the bar as mentioned earlier.

Situation 3: A guest does not approve of the table allotted for vari
ous reasons. The hostess can say, “Please be seated at the present and I
shall move you to another table as soon as it is available”. The hostess
must keep tab from then on to identify a free table as soon as possible.
The hostess will lead the guests to the allotted table by saying, “Please follow me Mr.
Smith”. At the table she will be received by the station server who will proceed to seat the
guests, children first, ladies and then the men. Sometimes baby chairs and extra seating may
be required for unexpected guests. The hostess then proceeds to hand over the wine list to the

drinks and cocktails). She introduces the server of the station and wishes the guests a happy
meal before returning to her desk at the door.

TAKING AN ORDER

An order taken down clearly and precisely ensures that each guest gets exactly what s/he has
ordered and in the right sequence. This is also the time when a server can prove his salesmanship
by giving suggestions from the menu that yield a high profit margin.
As soon as the guests are seated the server follows this procedure:
1. Takes the beverage order first. If the guest is uncertain, it is
alright for the server to suggest an appropriate cocktail or plain
drink by saying, “May I suggest our bartender’s special Bloody
Mary or Planter’s Punch”. The server gives a definite choice
limiting it to two items for easy selection by the guest.
2. The server decides on a code to associate the order with each
guest. S/he has two options:

host
It is alright to have any logical system as long as the guest is assured of his or her exact
order. Nothing sounds more unprofessional than a server saying, “Who ordered this dish?”
at the time of service.

of copies depend on the establishment’s control system). The usual distribution is:

4. The guest’s must be allowed to enjoy their drinks. The server must be alert to replenish
their orders by saying, “Would you like me to replenish your drink?” or “May I repeat
the order?”
5. The server must be alert when to approach the guest for the food order to give time for
preparation in the kitchen by saying, “Are you ready for your food order?”
6. When taking down the food order it is prudent to allow the guest some time to decide. A
guest does not appreciate being rushed into giving a decision. Make polite suggestions of
food items that give a better profit margin. The guest however, she should not be forced
to decide in favour of the server’s recommendations.
7. The server should explain dishes with fancy names especially those in ethnic restaurants.
The server is expected to be knowledgeable with the preparation, ingredients and final
presentation of dishes listed in the menu card.
8. Courses have a logical sequence in the format of a classical menu depending upon the
number of courses the establishment offers. In modern times the sequence followed is:

Some guests in a group may want appetisers, while others may want soup to start the
meal. The server must ask them if they want them served together. Some establishments
may have separate Guéridon Menus. Some guests may skip appetisers and soup and go
for the main dish. Remember, the guest is never wrong in the way they want their meals.

10. The Server will use the same coding system as adopted for beverage orders.

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