Académique Documents
Professionnel Documents
Culture Documents
DINING
ROOM
SERVICE
MANUAL
1. Trainee Information 3
2. Certificate of Completion 4
3. Introduction 5
4. Before Service 6
5. Setting Tables 7
6. Order Of Service 8
7. Presenting A Bill 10
8. Tray Service 11
Trainee Information
Name: ____________________________________________
Manager: ____________________________________________
Training
Commenced: ______ / ______ / ______ (DD/MM/YYYY)
Training
Completed: ______ / ______ / ______ (DD/MM/YYYY)
Assessment
Completed: ______ / ______ / ______ (DD/MM/YYYY)
Certificate of Completion
employed herewith.
____________________________________
(Signature of Manager/Supervisor)
____________________________________
Date
____________________________________
(Signature of Trainee)
____________________________________
Date
Introduction
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.
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
correctly.
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.
6. Be sure the floor is clean around and under the tables. Pick
up any rubbish, pieces of paper, mop hair strands etc…
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
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.
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.
22. If there is a seperate red wine with their main course then it can be poured
at this stage.
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.
27. Clear main courses plates, side plates and salt and peppers.
29. Take order for dessert. Now is a great time to upsell, home-made desserts,
coffee, cappuccino, speciality coffee and liquers.
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.
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
• Present the bill, folded on the appropriate silver tray with a comment card, to
• 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
• Return to the table and prove a copy of the bill or receipt and any change on the
Tray Service
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:
• 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.
• 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.