SEQUENCE OF DINNING SERVICE (A LA CARTE)

(Fine Dining with Wine Service)

1. Welcoming/Greeting the 6. Placing picking up food orders………………………..Busboy

guest……………………………………………………………..…Captain/Receptionist 7. Completing the table set-up…………………………………….Busboy/Waiter
2. Seating the guest…………………………….……………….Waiter 8. Serving bread and butter…………..…………………………….Busboy/Waiter
3. Pouring of water………………………………. …………….Waiter 9. Serving pre-dinner drinks/apperitifs…………….………….Waiter
4. Presenting the menu………………………………………..Waiter 10. Clearing of aperitif glasses and bread and butter plate…………Busboy
5. Taking food and beverage order…………..………....Waiter/Captain 11. Serving appetizers, then soup, and salad……………………….…….Waiter
 Appetizer 12. Presenting and serving the red wine………..…………………………..Captain/Wine Steward
 Soup 13. Serving the main course………………………………………………………..Waiter
 Salad 14. Refilling red wine glass…………………………………………………………..Waiter
 Main course (Meat, poultry, vegetables, seafoods) 15. Clearing red wine glass…………………………………………………………..Busboy/Waiter
 Dessert 16. Clearing soiled dishes, crumbing down of tables……………………Busboy
 Beverage 17. Serving dessert………………………………………………………………………Waiter
(Cold: alcoholic/non-alcoholic…. (Aperitifs, juices, cocktails) 18. Serving coffee or liqueurs………………………………………………………Waiter
(Hot: Coffee or tea)…..espresso, mocha, hot chocolate, coffee latte, 19. Presenting the bill………………………………………………………………….Waiter/Captain
cappuccino etc.) 20. Bidding goodbye/thanking the guest……………………………………..All Staff
 Wine: Light/heavy bodied: Red wine, white wine, sparkling wine
(champagne)

SEQUENCE OF TABLE SERVICE

(A La Carte Service)
1. Welcoming/greeting the
guest………………………………………………………Captain/Receptionist 1st – Bread and butter
2. Escorting guest to their tables……………….Receptionist 2nd – Appetizers
3. Seating the guest…………………..………………Captain/waiter 3rd – Soup
4. Offering before dinner drinks……..………...Captain/Waiter 4th – Salad
5. Serving drinks/water………………………..……Waiter/Busboy 5th – Main Course
6. Presenting the menu and taking order……Captain/Waiter 11. Clearing of table……………………………………………………………...Busboy
7. Placing orders to the kitchen………………….Busboy/Waiter Order Taker 12. Offering and Serving dessert…………………………………………...Waiter
8. Completing the table set-up…………………..Busboy/Waiter 13. Offering/serving after dinner drinks/coffee……………………..Captain/Waiter
9. Picking up/assembling the order…………...Busboy 14. Presenting/settling of guest check……………………………………Captain/Waiter
10. Serving food according to standard sequence…..Waiter 15. Bidding goodbye and thanking the guest………………………….All Staff

POSSIBLE QUESTIONS OF CUSTOMERS WHEN TAKING RESERVATIONS

 What kind of cuisine do you offer? (French, Italian, Cantonese, Modern  Do you cater to persons with disability?
Australian, etc.)  Can we bring in pets? What accommodations can you provide for pets?
 What style of menu do you offer? (A l carte or table d’ hote)  Are all rooms air-conditioned?
 Do you accept credit cards? If yes, what type of credit card do you take?  Do you have parking facilities?
 Cn we bring in other foods and drinks bought outside?  Do you cater for specific functions?
 Is there corkage for the food and drinks bought outside? If ye, how much?  Do you have a smoking area?
 What time do you start serving? For lunch? For dinner?  How do we get there? What is the nearest landmark?
 Do you accommodate children?

PHRASEOLOGIES
WELCOMING AND GREETING THE GUEST

 Good morning Mr./Ms. ___________, how are you? or Welcome to (name of restaurant), Mr./Ms. (Name of the guest)
 Good morning Mr. Guest. Welcome to our restaurant. May I suggest a table for you? This way please.
 Good morning Mr./Ms. ___________. Welcome back to our restaurant. We are glad to see you again mam/sir!
 We have prepared a nice table for your party/event (or any occasion)
 This way please (Extend your arms with palms open)
 How many are we expecting in the party, sir/mam?
 Will this table be alright for you?
 Our waiter Richard will attend to you madame/sir.
 Our waiter will be with you in a short while sir/mam.
 Would you like to review the menu now while you wait?

Conflicts:
 I’m sorry mam, all seats are occupied at the moment. Do you mind waiting at the lounge?
 I’m sorry sir/mam but all seats have been taken. Do you mind waiting at the lounge and I’ll call you once a table would be available.
 I’m sorry mam/sir, but all the tables are occupied at the moment. Do you mind waiting at the lounge area for about (minutes) and I will call you the moment
we have a table available for you?
 (In banquet area) I’m sorry sir mam/sir we have an unexpected excess in the number of guests and all seats are already occupied. However, our staff is already
preparing additional tables and chairs. May we request you to wait at the lounge for a while and I will call you when your tables are ready.
 The waiter/food and beverage attendant (FBSA) will be with you in a short while.

TAKING FOOD ORDER

 Mai I take you order now?
 I’ll be back for your order mam/sir.
 Shall I get you a bottle of cold beer while you wait or would you like to savor one of our appetizers? You have a choice of ceviche (known as kilawin in the
Philippines) a hors d’ oeuvres platter or calamares.
 May I suggest a sizeable serving of our chef’s special – a tender and juicy sirloin served with onion soup and side salad.
 Our consommé goes perfectly well with your steak. Shall I get you a portion mam/sir?
 How would you like the egg done, sir? Rare, medium rare, or well done?
 A flavourful combination of chicken and pork, simmered in vinegar and spices, served with rice and achara.
 What dish would you like for Filipino breakfast – beef tapa or boneless bangus (milkfish)?
 How would you like the steak/meat/fish done? Rare, medium rare, medium well, or well done?
 May I bring you a glass of red wine to complement your steak?
 May I repeat your order sir/mam? You will have 1 order of fillet-mignon-medium rare, one portion of minestrone soup and 1 green salad. Did I get your order
right?
 What dressing would you like to go with your salad? Thousand Island, Vinaigrette dressing etc.?
 Your crispy pata will be ready for 30 minute.
 Your order will take a little longer to prepare sir, do you mind to wait?

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 Conflicts:
 I’m sorry sir but we run short of _________. But you might want to try _________. (mention the alternative/s).

BUSSING AND CLEARING THE TABLE

 Excuse me sir/mam, may I take your plate now?
 Excuse me sir/mam, are you done with your plate? Can I remove it now?
 Excuse me sir/mam, May I clear the table now?

SUGGESTIVE SELLING TECHNIQUES

Here are some of the descriptive words that can be used for a more convinced sales presentation:
BEVERAGES  Fresh and nutritious coleslaw
 Refreshing juice  Light serving of chefs salad
 Light and refreshing cocktail MAIN COURSE
 Ice cold or chilled beer  Fresh seafoods
 Nutritious and refreshing fruit juice  Hot and spicy kaldereta
 Fascinating drink of the month  Most salable dish – Bicol express
APPETIZERS  House specialty
 Fresh and appetizing….(Kilawin Tanguigue  Special, local delicacy – pork adobo
 Tender…(beef tapa)  Tender pork loin
 Spicy….(gambas or shrimp cocktail)  Sizable serving of our crispy pata
 Crispy…(fried spinach)  Tender and juicy sirloin, grilled to your liking
 Light serving of our famous….(mango prawns delight)  Perfectly grilled, fresh pompano
SOUP DESSERT
 Hot steaming soup of the day  Fresh papaya or fresh fruits in season
 Hot creamy mushroom soup  Creamy fruit salad
 Special consommé soup  Delicious ice cream or halo-halo
SALAD  Native delicacy – leche flan or sapin sapin
 Tossed, green or spicy salad

USE DESCRIPTIVE WORDS THAT WILL DESCRIBE THE:

 TASTE – delicious, tasty, savory, appetizing, sweet, sour
 COLOR – tossed green, pearly white onions, rich-red tomatoes
 SIZE – sizable/substantial serving of prime rib
 TEXTURE – juicy, tender, crispy, spicy, creamy, soft, fresh
 SMELL – fragrant, bouquet, sweet

SAMPLE PHRASEOLOGIES FOR SUGGESTIVE SELLING:

Appetizer
 Would you like to start with a cocktail sir/mam?
 You will find our appetizers especially intriguing, including the broiled goat-cheese quesadillas which are sprinkled with pepper and thyme,
served with piping hot.
 A taste of our fabulous guacamole would complement your chips and salsa, since it is prepared with fresh avocados and tomatoes, as well as our
signature spices.
 Would you care to start with an appetizer tonight? Our chef is running our house favourite, a baked lobster dip with crostini.
 Sir, the kitchen is also running a delicious tomato-basil bruschetta served with seasoned olive oil and crusty French bread.

Soup
 Before we serve your main dish, may I bring you a hot steaming soup? You have a choice of ___, ___, ____.
 Would you like to add a soup or a salad to your entrée? Today’s soup is cream of wild mushroom.

Salad
 Our fresh green salad, or Caesar’s salad will make a perfect match to your steak. Shall I get you a portion?
 Our restaurant is well known for its special version of pastas. You might want to try our unique and mouth-watering pasta specialties like Aligue,
Pescador, Bolognese, Seafood pasta and pasta Alfredo.
 We are known for our pasta and pizza. For pasta, you have a choice. Aligue, Putanesca, Alfredo, Bolognese, Pescadore, or Plat Italiano.
 It has a creamy alfredo sauce with roasted red peppers, artichoke hearts and fresh lobster. I have one whenever I come in for dinner.

Main Course
 For your dinner, would you go for meat, chicken or seafoods?
 As a steak lover, I’m sure you will love our roast prime rib, serve with side salad.
 How about a lobster thermidor for a seafood lover like you? It’s one of our chef’s specialties. Or you can try our top selling items like sizzling blue
marlin or sizzling squid.
 As a chicken lover, you will surely love our roast chicken, or you can try our chicken galantine or chicken inasal.
 Our Hainanese chicken is a healthy option for you. And it goes well with a light serving of tossed green salad.
 I’m sure you will enjoy any of our classic favorites like very tender Texan BBQ US short plate beef or a roast chicken or chicken galantina.
 Since you are dining for a special celebration, May I suggest our house specialties - a tender and juicy steak.
 You have a choice of porter house pepper steak or roast pime rib, all served with side salad.
 For a weight watcher or a calorie conscious diner like you, I’d like to suggest a light serving of seafoods like a sizzling squid (pusit) or bangus
(milkfish)
 Our chef just came out with new specialties. How about a taste of his special lobster Thermidor?
 You will surely enjoy our chef’s special for the day, a very tender and just baby back ribs.
 Our grilled blue marlin will make a light yet sumptuous dish for a weight watcher like you. Would you like to try one serving?
 Mai I suggest a light yet sumptuous meal for you sir? A sizzling bean curd with vegetables rich in nutrients and low in fats and cholesterol.
 You might want to try our kilawin tanguigue (Ceviche) for a starter. It is a marinated fresh meat of tanguigue fish, prepared Ilocano style, a little
spicy but truly appetizing. It goes very well with your beer.
 May I serve you a tender and juicy pepper steak, serve with a side salad.

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Dessert
 I’m sure you would not want to miss our famous cakes for your dessert. May I bring you a serving of our famous black forest, carrot cake, etc. Or
would you rather have a banana split, halo-halo or leche flan?
 Would you care for a slice of our homemade chocolate layer cake? It is layered with a rich dark chocolate ganache and raspberry filling and serve
with our signature chocolate velvet sauce.

Beverages
 Our fruit juices are truly refreshing and nutritious. They are prepared out of fresh fruits, high in nutrients and low in calories.

SAMPLE ORDER TAKING WITH SUGGESTIVE SELLING

Waiter: Sir, May I take your order now?
Guest: I’d like to have something light.
Waiter: May I suggest a light serving of grilled pompano – surely nutritious yet low in calories and cholesterol.
Guest: Give me one serving.
Waiter: Anything else sir?
Guest: Just give me rice.
Waiter: Your order of pompano already goes with rice sir. How about starting your meal with a light appetizer like a shrimp cocktail?
Guest: No.
Waiter: may I bring you a a hot steaming soup instead? You will surely love our soup of the day. Or you can try our minestrone or French onion soup, a
perfect match to your pompano.
Guest: I’d like to have a minestrone soup.
Waiter: Since you are a weight watcher, I’d like to suggest a light yet nutritious vegetable salad to go with your pompano. You have a choice of Caesar’s
salad, tossed green salad or waldorf salad.
Guest: Give me a Caesar’s salad
Waiter: Anything else sir?
Guest: That will be all.
Waiter: Sir, may I repeat your order? You’ll have one serving of grilled pompano, a minestrone soup and a Caesar’s salad. Did I get your order right sir?

ANOTHER SAMPLE SALES PRESENTATION

Scene 2 – Birthday Celebration – Host and 3 ladies with a host as celebrant
Waiter: Sir/ladies, would you like to place your order now?
Guest: What’s the specialty of the house?
Waiter: We are known for our steak and pasta and also Continental dishes. We serve tende and juicy chateaubriand, porter house, steak a la pobre and pepper steak. If you
are a chicken lover, you will surely love our roast chicken, chicken galantine or inasal. For safoods, you have a choice of sizzling blue marlin or mixed seafoods.
Guest1: I go for pepper steak
Waiter: How do you like the steak done sir?
Guest1: Medium rare!
Guest2: I’ll have chicken galantine.
Host: Blue marlin for me.
Guest3: I’d rather have pasta.
Waiter: For your pasta, would you prefer an Aligue, Putanesca, Bolognese or Alfredo?
Guest3: I go for Plato Italiano.
Waiter: While we prepare your main dish, may I serve you a hot steaming soup? Woulld you like to try our famous French onion soup or would you rather have a cream of
mushroom or asparagus?
Guest1: I go for French onion soup.
Guest2: Me too.
Host: You’d better give each of us a serving of French onion soup.
Waiter: Our salads are truly nutritious and will make a perfect complement to your main dish. Shall I get you a waldorf salad or potato salad or would you rather try our chefs
version of Caesar’s salad?
Host: I think it will be nice to have a sample of each salad – one Caesar’s sald, one waldorf salad and one home style potato.
Waiter: It appears to me that your group is celebrating a special occasion tonight. May I suggest a serving of wine to highlight your celebration?
Guest: That’s a perfect ide. What wines do ou have?
Waiter: We have a pouring brand – asti for white and it goes well with your fish.
May I also suggest a glass of red wine to complement your pepper steak sir? I’d like to recommend our house brand Novelino but you can try some premium
brands like ______________.
Host: Ok give the ladies a glass of asti and novelino for me.
Waiter: Anything else sir, ladies?
Host: That’s all.
Waiter: May I repeat your order? Your group will have one serving of pepper steak, 1 portion of pasta Italiano, 1 serving each of galantine and blue marlin. You also ordered
four servings of French onion soup, one serving of Caesar’s salad, one waldorf salad and one potatoe salad. The ladies will have a glass of asti. And you will have a
glass of novelinno sir. Did I get your order right?
Host: Yes!
Waiter: Thank you. May I get back the menu?

TIPS FOR EFFECTIVE SALES PRESENTATION

 Would you go for steaks, chicken, seafoods or pasta?
 For steaks you have a choice of fillet mignon, porter house and pepper steak
 You will surely love our steaks – a fillet mignon, chateaubriand or porter house. They are truly tender and juicy, served with side salad and soup
of the day. How about one serving of you madame?
 May I suggest one of our best sellers – a truly tender and juicy 1-hour roast beef, served with a side salad. It’s a special meal for special occasion
like your wedding anniversary.
 As a seafood lover, you will surely enjoy our mixed seafoods in coconut milk, or you can try our shrimp tempura.
 We are well known for our paella. They come in various preparation like __________.
 It seems that you are a weight watcher. Our grilled pompano or tanguigue will be perfect for you. it is served with a light salad and your choice of
dressing.
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  Since you are celebrating a special occasion tonight, I’d like to offer our chef’s special for the day, a tender and juicy roast prime rib, served with
side salad.
 May I suggest a light yet sumptuous meal for you sir? A pan seared Norwegian salmon with mashed potato and mango beurre blanc. It is rich in
nutrients but low in fats and cholesterol.
 Our restaurant is now offering healthy options, low in calorie and without cholesterol. One of them is our steamed tilapia, topped with garlic and
olive oil. We also have grilled pompano, served with our native salad that combined tomatoes, eggplant and seaweeds. A meal of this kind will
surely be good for the heart.
 Our four seasons is prepared out of fresh juices. It is full of nutrients and low in calories.
 I’m sure you will enjoy more your beer when served with some appetizers like gambas, calamares, etc.
 It appears that there is a special occasion to celebrate. Would you like to highlight this event with a toast of champagne?
 I believe you are calorie conscious. Our restaurant is now offering healthy options for health conscious diners like you. We have sugarless dessert
like ______________. You can also try our green tea, very refreshing and known to be a very powerful anti-oxidant.

Use Convincing Words Like:

 May I suggest one of our house specialties like ________.
 You might want to try one of our most salable items or one of our best seller like _______.
 I know you are a steak lover but it might interest you to try one of our local delicacies like our very popular chicken pork adobo, served with
achara.
 You will surely love our fascinating drink of the month known as pinoy sunrise; it makes use of our local lambanog as a base. It is a special
concoction of our bar manager.
 May I bring you a glass of Chablis to complement your steak tanguigue?
 Our French onion soup and Caesar’s salad make a perfect combination to your steak. Shall I bring you one serving?
 Our restaurant is known for its native delicacies. How about trying some of them like our homemade halo-halo, leche flan, or sapin sapin?
 Would you like to complete your meal with a freshly brewed coffee?
 Would you go for latte or espresso or mocha?

SEQUENCE OF WINE SERVICE

1. Present the bottle with a label facing the host and mention the name of the wine, size of the bottle, vineyard and vintage.
2. Hold the bottle with one hand, wipe and remove the foil or wax. Cut the metal or capsule.
3. Wipe the bottle and cork with a clean cloth napkin.
4. Insert the tip of the corkscrew in a clockwise position. 2/3 of the cork.
5. Place the leverage on the rim of the bottle, holding the metal grip and lift up the screw in one firm motion until the cork is fully extracted.
6. Present the cork to the host for evaluation.
7. Wipe the mouth or lip of the bottle to remove any cork or mold.
8. Pour about 1 ounce of wine into the glass. Wait for his approval.
9. Proceed to serve the wine starting from the ladies and gentlemen, and lastly the host. The glass may be filled at approximately mid-level.
10. To finish pouring, the bottle must be moved upward with a twisting motion so that the wine will not drip.
11. Place the bottle with its remaining contents on the right side of the host with the label facing him.

SUGGESTING WINE
 For the ladies, Madam, May I offer you a glass of refreshing drink for you to start with?
 For gentleman, Shall I get you a bottle of beer or a shot of brandy? Or what drink do you like to start with?
 May I offer you a glass of refreshing drink before your meal or to start with?
 May I suggest a glass of aperitif like dry martini, or sweet vermouth to star your meal.
 May I get you a bottle of chilled beer or a martini perhaps before we serve your dinner?
 Do you like to try our famous (or fascinating) drink of the month, the __________? It’s a very special concoction of our Bar Manager. I’m sure you will like it!
 Madam, may I get you a refreshing cocktail (for bars)
 Would you like our scotch to go with water, soda, or ale on the side?
 May I serve you a double shot of your favorite Remy Martin?
 Would you like to try our margarita? A perfect blend of light rum and ripe mango to complement your meal.
 Mr./Ms. ___________, shall I get you your favorite _____________?
 For martini, Would you want it sweet or cocktail?
 It’s a perfect blend of light rum and our local peaches.
 How would you like a glass of Chablis to complement your smoked salmon mam?
 Shall I make it double for you sir? Or, Shall I get you another round of your (mention drink)
 May I bring you another round of beer for you?
 I understand that you are celebrating a special occasion tonight. May I suggest a bottle of champagne to highlight the occasion?
 Sir, may I suggest a bottle of wine to compliment your meal, or perhaps you would like to see our wine list.
 Sir if you have made your choice, may I take your wine order?
 For Irish coffee, It’s a fascinating blend of Irish Whisky and hot coffee top with whipped cream.
 May I bring you a glass of red wine to complement your steak?
 Thank you very much sir, you’re having a bottle of (name of wine)
Conflicts:
 I am sorry sir, but we run short of VSOP but we have Courvoisier which is a good Hennessey.
PRESENTING WINE
 Sir/mam, may I present to you your order of (Name of wine), with a very good vintage year (year), a heavy/light bodied red (or white) wine.
 Shall I open the bottle for you sir? (Present the cork and say) Here is the cork sir for your evaluation.
 May I have the privilege of tasting the wine for you madam?
 It’s a perfect choice madam! (If not), Would you mind if I will change this bottle of wine for you, mam?
 Would you like to try now the wine sir/mam?

SEQUENCE OF ROOM SERVICE

1. Taking room service order 3. Posting the order for billing
2. Placing order to the kitchen 4. Assembling room service order

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 5. Logging down the order on the control sheet 9. Offering or extending personalized service to the guests
6. Double – checking mis-en-place, food reparation/presentation 10. Settling the bill; bidding goodbye
7. Preparation of the bill 11. Forwarding payment or signed bill to the front office cashier
8. Pick-up and delivery of the order

TAKING ROOM SERVICE ORDERS

(Through Telephone Call)
 Room service, good morning. This is ___________ speaking. How may I help you?
 May I put you on hold for a while?....... Thank you for waiting/staying on the line, How may I help you?
 Good morning Mr./Ms. ________. This is Room Service, (Name of server) speaking. How may I help you?
 May I have your name mam and your room number?
 What type of breakfast would you like mam? Continental, American or Filipino breakfast?
 What time would you like to deliver your food mam?
 Would that be all sir/mam?
 May I repeat your order mam. You will have……….. Guest name, room number, time of delivery.
 Thank you sir/mam. Your order will be delivered to you as soon as possible. Maybe within 15 minutes. Have a nice day.

TELEPHONE CONVERSATION
(ROOM SERVICE)
R: Room Service, Good Morning. This is Maria, speaking may I help you? G : I prefer black coffee.
G : Yes, Good Morning , I would like to take an order of breakfast R : That would be all Ma’am?
R : Yes Ma’am before that , May I know whose speaking on the line? G : Do you have dessert?
G : I’m Ivy Aguas R : Yes Ma’am, for our dessert we have crema de leche flan and ube halaya.
R : In what particular room are you in Ma’am? G : Crema de Leche Flan.
G : Room # 101 R : Would that be all Ma’am?
R : What time would you like to deliver your food Ma’am? G : Yes
G : 7:00 am R : Ma’am how would you like to settle your bill? Is it in cash or charge to your room service
R : Yes Ma’am Tessie Santos , for your breakfast we have Continental, American and Filipino, account
which one bill?
would you like to order Ma’am? G : Charge it into my room service account
R : Your total bill is 500 Ma’am
G : Continental R : Ma’am, may I repeat the order you’ve given me? You ordered continental braekfast;
R : For how many serving Ma’am? toasted bread top
G : Good for one with orange jam,black coffee and crema de leche. To be delivered in your room # 101 at
R : Ma’am for continental breakfast consists of bread – butter or jam, coffee. exactly 7 am in
For your bread, Ma’am is it toasted or plain? the name of Ivy Aguas and the mode of payment is charge to your room service account.
G : Toasted pls. Did I get all
R: How about the top of your bread Ma’am? the information correct Ma’am?
We have butter, orange jam, pineapple jam, and strawberry jam. G : Yes
G : I want pineapple jam, please. R : Thank you for calling and have a nice day!
R : How about your coffee Ma’am? We have black coffee and coffee with creamer?

Suggestive selling
 How many guests should I set the tray for? What can I get for you? or, What would you like this evening?
 Would you like to include a slice of our chef’s cheesecake topped with raspberry and fresh whipped cream?
 You can try our burger, say “Try our delicious half-pound grade “A” beef burger cooked to perfection with your choice of toppings.

PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS

 Knock 3 times…. Room service….

 Good morning/afternoon/evening mam, here is your room service order. May I come in?
 Good morning, _________. Here is your breakfast _______________ (or whatever is appropriate).
 Where would you like me to set-up your table mam? Shall I leave the food on the trolley or you want it transferred to your table?
 May I set-up and serve the food for you sir/mam?
 Shall I serve the coffee or tea?
 Shall I open the soft drinks for you?
 Would you like me to open your curtain to brighten the room?
 Note: if the guest wants to eat later, leave the food on the heater (if used). If not, place it on the table.
 May I present the bill?
 Sir/mam, when do you want me to come back to clear the soiled dishes?
 Is there anything else I can do for you?
 When you are ready, please call us and dial _____________.
 Have a nice day sir. Please don’t hesitate to call us should you need anything.
 Thank you very much. Enjoy your meal and have a nice day.

RESPONDING TO CUSTOMERS’ NEEDS

 Thank you sir, for calling on this matter. Or,
 We appreciate your concern, sir. Thank you for telling us about this matter.
 I understand your point sir, but I wish to let you know that……..
 Just a moment sir, let me check with __________.
 I wish to refer you to our ________. They have all the information about this matter. Or say: She/he is in the best position to answer your questions.
 I’m sorry sir, I don’t have that information right now but let me find out for you and I’ll get back to you as soon as I have the information. May I have your name and phone number?
 Mam/sir, I wish to refer you to ___________. He have all the information you need. Would you like me to connect you to his/her office now?

SAMPLE COMPLAINTS:
 Customer: Your food is lousy.
 Server: What is it that you are not satisfied about with our food?
I see your point sir. I understand what you mean. But…………………

 Customer: I pay only Php15.00 for my beer in café…

 Server: You mean you find our price of beer higher than other bars. That’s right sir. We charge a little higher but our bar provides a live band for an entertainment. Doesn’t that make a
difference and your drink more enjoyable?

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  Customer: The banquet package are too expensive.
 Salesman: About how mch would you consider an ideal package that will suit your budget?
 Customer: About Php300-Php400.00
 Salesmam: Perhaps we can adjust to your budget. What if we take out the amenities so that we can reduce the package price? Or would you like our chef to design a menu that will suit
your budget?

 Customer: The banquet package are too expensive.

 Salesman: About how mch would you consider an ideal package that will suit your budget?
 Customer: About Php300-Php400.00
 Salesmam: Perhaps we can adjust to your budget. What if we take out the amenities so that we can reduce the package price? Or would you like our chef to design a menu that will suit
your budget?

 Customer: That’s too heavy for dinner (referring to calorie-rich food)

 Attendant: Perhaps it is. We have light items for a weight watcher like you. May I suggest a grilled pompano or would you go for shrimp sinigang instead?

 Customer: Your wines are very expensive!

 Captain: Yes, we sell expensive ones because we go for quality wines that are imported and of premium brand. Connoisseur like you deserve an expensive brand. Don’t you think so?

 Customer: These menus are more than I can afford.

 Food attendant: I understand. But we have a number of price rangers. That’s why I want you to consider what you will be getting for each price level. Then you can decide which price you
can afford in terms of what you will be receiving.

 Customer: Your menu package is not suited for a kids party.

 Salesman: I believe you are right. Children have a different taste and it seems the items here do not fit into their preferences. Let me have a kids package by our chef and send them to
you for your approval.
 Yes sir, our steak costs a little higher than in other restaurants but it is certainly tender and juicy and comes in sizable portion, with soup and salad on the side.

 Customer: I’m disappointed with your hainanese chicken. It seems that it is not authentically Japanese.
 Server: I respect your opinion sir. But you will be surprised to know that it is one of our best sellers.

 Guest: Your food is lousy!

 Waiter: What exactly went wrong sir? Could you recall the name of the waiter?
What particular dish are you referring to?
What is it that you are not happy about our food sir?

Note: Never dare to argue nor directly prove him wrong, something like:
How dare you say that? We have a Japanese chef who prepares the Hainanese chicken.
Ofcourse not! We are one of the most authentic Japanese restaurants.

HANDLING GUEST COMPLAINTS

 Anything I can do for you or May I help you sir?
 If I got you right sir, are you saying that……….
 I heard you say, the steak is well done, do you mean you ordered something rare or medium well?
 I see your point sir.
 I understand what you mean.
 I can understand how you feel.
 I can see that you are not satisfied with our Bicol Express. And I respect your comments. However many of our guests like this dish so much. In fact, its one of our best sellers.
 I really wish I could satisfy your request, however……………… I hope you understand.

 I can see how irritated you are and I understand why you feel that way.
 What can I do to make you feel better? Or,
 What can we do to compensate for our deficiency?
 Excuse me sir, someone wish to see you at the counter.
 I’m sorry sir but I’m not authorized to decide on this matter, may I refer you to my supervisor?

 I’m sorry about that sir. I’ll take note of your comments and I shall inform the chef about it.
 Thank you for bringing this matter to our attention.
 Your comment is well taken sir.
 I have taken note of your complaint sir.

Apologizing to Guest
 I understand how you feel.
 I see, I apologize what happened.
 I am sorry for what happened.
 I can see how you might feel that way.
 I understand that you are not happy about the wait, sir, but we are working as fast as we can to get you a table.
 We really appreciate your patience and willingness to wait. Perhaps you would like to have a drink at the bar until your table is ready.
 I have taken note of your comments sir. Thank you for calling our attention. We will see to it that it won’t happen again.

PRESENTING SETTLING THE BILL

 Sir I received Php1, 000.00
 Here is your change sir/mam.
 For credit cards, Sir I received a Citibank master card. (endorsed to the cashier, secure approval from the credit card company, swipe the credit card and enter the bill amount)

Ensure the following information:

 Name of the cardholder and credit card number
 Expiration date of the card
 Total amount of purchase
 Approval number
 Sir I have difficulty obtaining credit card approval for your credit card. Do you have any other card?
 Do you mind settling the bill in cash instead?

BIDDING GOODBYE
 Thank you very much sir for dining with us. We look forward for your next visit.
 Thank you for coming mam. Come again!
 Thank you for coming Mr./Ms. ______________-. Have a nice journey/ Have a safe trip.
 Thank you very much for coming mam/sir. We hope to see you again.

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