FBS Lunch and Dinner Sequence of Service

LOCAL STANDARD OPERATING PROCEDURE
Standards Number
Name of Standard Lunch / Dinner Sequence of service
(if applicable)
Standard Sponsor
Status New Retired
Modified and replace entire Standard
replace only what’s changed
Type of Standard Brand Managed Continent Country
Required for Managed:
Australia China Hong Kong India Indonesia
Japan
Korea Malaysia Philippines Singapore Thailand
Vietnam
Brand(s) RC RH AC FFI
Impacted TPS Above Property
JW AUTO GH RI
RCDC MIHQ
MHR EH CY SHS
RCR MEA
Discipline(s Administrative & General Brand, Marketing, Sales &
) Impacted Consumer Services
(only for Continent Lodging Services Food & Beverage
Above Finance and Accounting Global Design
Property)
Global Sales Office Human Resources
IT Legal
Published: Effective Date: Last Revised:

Last Reviewed:
Content change only
w/approvals Complete reformat w/ approvals
Standard
Pre-set all table with the following
- Simple napkin fold with knife, fork for dining area
- Prepare pocket cutleries at service station for wood deck food order
Procedures
1. Server acknowledges guests.
F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES

LAMPUNG MARRRIOTT RESORT AND SPA | MARRIOTT CONFIDENTAL AND PROPRIETARY INFORMATION
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 Acknowledge within 45 seconds and introduces self. “Good morning/Afternoon/Evening.
Welcome to Way Manom restaurant. My name is (your name), and I will be your server today.
 If server may not be able to take an appetizer and drink order within time, but must make every
attempt to say hello. “I will be right with you shortly” or “One moment, please. I’ll be with you as
soon as I can”
2. Smile, make friendly eye contact.
3. Suggest beverages. Mention at least two beverages from the beverage menu.
 “Can I get you started with something to drink today? We have……”
 “We have a wide variety of wines by glass. Would you like a red or white with your pasta?”
4. Suggest a specific appetizer and offer menu assistance
 Answering questions: “May I answer any questions regarding the menu?”
 Making recommendations: “I’d like to recommend that everyone shares some of our appetizers
to start your lunch”
 Making specific suggestions: “I would like to suggest the… ”
5. Remove extra settings and cutleries adjustment.
6. Return with beverage order (Beverages, with the exception of cocktails, were delivered within three
minutes of their order)
7. Offer to take the food order.
 “May I take your food order now?”
 “Have you had a change to decide on your meal selection? I would be happy to take your order
whenever you’re ready”
8. Serve food in proper sequence. Appetizers first, soups next, then salads followed by, entrées, and
finally desserts and coffee.
9. Meals are to be delivered using your hands, no trays.
 3 plates is the most you should carry to maintain the quality of the meal and avoid possible
accidents.
 Meals are delivered within 1 minute of being picked up.
 Meals are placed in front of the guest with the primary ingredient facing 6 clock.
 Announce the name of each dish
 Never “auction” the food
10. Offer to refill when the beverage was 1/3 full, clear empty glasses using your service tray. Clean as you
go by clearing away napkins, baskets, and paper linens. Anticipate guests' needs and keep your tables
neat and clean.
11. Check back to ensure guest satisfaction.
 Within 60 seconds after service.
 Anticipating guests' needs and ensuring that you have delivered everything accurately is a
great opportunity for demonstrating 'great guest service'.

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 Double checking and making sure that guests have everything they need to enjoy their meal
(i.e. condiments, silverware, beverages, etc.).
 Now is the time to make sure that everything is as ordered and prepared to satisfaction.
NOTE: When serving steaks, ask your guest to cut into their steak immediately upon service, to ensure
that it is cooked to their liking.
12. Pre-bus table.
 The more you clear, the more room on the table for additional items to sell.
 Remove empty glasses, dishes, napkins and cutlery when appropriate.
 At this point, the guest may indicate that they would like to take home what they couldn't finish.
13. Present dessert and coffee options.
 Sell desserts and coffee by telling your guests what we have available.
 Mention a specific dessert.
 Choose one or two of your favorite desserts and describe them so that they sound irresistible
14. Refill beverages
 Keep servicing your guests by clearing, filling water glasses, coffee, etc.
15. Present the check
16. Tables are promptly cleared
Order of service is as follows.

1. Ladies first (eldest to youngest).
2. Children (under 8).
3. Gentlemen (eldest to youngest)
4. The Host is served last.
___________________ ____________________
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Department Head Date:
_____________________ ____________________
General Manager Date:

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FBS Lunch and Dinner Sequence of Service

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LOCAL STANDARD OPERATING PROCEDURE

Published: Effective Date: Last Revised:

F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES

F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES

Order of service is as follows.

F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES

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