Unit 5: After-Dining Activities: Procedure of Taking Food and Beverage Order From The Guest

Unit 5: After-dining Activities
Procedure of taking food and beverage order from the guest:
A waiter is a technical salesman- he must have sufficient knowledge of all the items on the menu. He should have knowledge
about the ingredients which are used to make the dish and the process and timing required to prepare the dish. In addition,
they must know how to serve correctly each dish on the menu.
Taking Orders at the Table
1. This takes place when the guests are already seated.

2. Ensure that the guests are seated comfortably.
3. Present individual menu cards to all the guests.
4. Menu card must be presented from the right hand side, open to the first page.
5. Give 5-7 minutes to the guests to go through the menu.
6. Check with the guests if they are ready to place the order, by inquiring “ May I take your order Sir/ Madam” or “ Are
you ready to place your order Sir/ Madam”?
7. Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘up selling’ techniques.
8. Note down the order systematically and carefully on KOT (Kitchen Order Ticket)
9. Repeat the items ordered with their respective quantities.
10. Inform the guest about expected time of the order arrival.
11. Leave the guest table and send the order to the kitchen.
Procedure of placing orders at bar and Kitchen:
1. Enter orders to system

2. Provide copy of BOT for Beverage
3. Provide copy of KOT for Food Orders
4. Specify Sequence of order
5. Inform the Kitchen / Bar about the Guest Preference on Food and Drinks
6. If any item ordered is not available, inform Guest ASAP and update the Kitchen about any change.
Procedure of serving guest order:
1. After placing the order in the kitchen the waiters must ensure that the cover is appropriate, should it need to be
changed then it must be done before serving the food. This must be done discreetly, ensuring minimum intrusion and
disturbance to guest and with minimum cluttering.
2. The waiter should then set up the table with plates and cutlery. Also he should prepare all serving gears.
3. Beverages are served first. Always serve beverages from the right of the guest.
4. Once the food is ready, waiter must ensure that correct order has been picked up from the kitchen as per the guest
order.
5. Once everything is checked then the waiter will take the food from the kitchen and serve it to the guests.
6. Food order must be announced before the service.
7. Furthermore, the correct method of serving must be applied Begin with the women or guest of honor first then
followed by the other guests, continue serving around the table clockwise.
8. Pre-plated service of food must be from the right hand side.
9. Platter to plate or silver service must be from the left hand side.
10. Always serve the food according to the sequence i.e. Appetizer, Main Couse, Desert.
11. Service of each course should be coordinated in a manner that the guests do not have to wait for a long time between
the courses.
12. Check back with the guest “How’s the food? Was it prepared to your satisfaction?” If there is a problem with the meal,
it will be discovered within the first few minutes of eating and should respond to dissatisfied guest at the earliest.
Check back with your guests to ensure that they are satisfied with their meal.
13. Water and other food items must be served/ replenished as soon as it is over.
14. Check with the guest if he need anything else.
15. After all guests have finished their meals. Before removing anything from the table, seek guest’s permission.
Then all plates, cutlery and side dishes must be removed . Clearance is done by right hand and collected on
the left hand.
16. After clearing the table, waiter should ask the guest to order dessert and coffee, or after-dinner drinks.
Bill preparation and presentation to the customer
Making of bill
1. When all the guests have finished their meals, the waiter should go to the cashier and ask him to prepare the bill of
the guest.
2. Cashier calculates and total the bill including all taxes or service charges and hand it over the waiter.
3. Waiter double check the bill and place the bill in a neat and tidy folder.
Presentation of bill to the guest
1. The bill should be kept ready for presentation as soon as the guest requires it and present it when the guest asked.
2. The bill is presented at table and is placed in front of the guest from their right hand side.
3. Common method of payment are cash and credit cards
When guest pay in cash
1. Check the cash given by the guest is it equal or more than the bill amount.
2. Waiter take the bill and cash to the cashier.
3. Cashier returns any change due along with receipt/ bill to the waiter
4. The waiter check the return given by cashier
5. Waiter return the change and receipt/bill to the guest.
When guest pay in cash
1. Request the guest to sign the bill and collect his card.
2. Waiter take the bill and card to the cashier.
3. Cashier obtain the approval code
4. Cashier returns the card payment receipt along with receipt/ bill and card to the waiter
5. The waiter check the credit card payment receipt given by cashier
6. Waiter present the card, receipt/bill and card payment receipt to the guest, requesting his signature on card payment
receipt.
7. Waiter retuned the signed copy of Card payment receipt to the cashier.
Farewell / Departing the guest
1. This is as crucial as welcoming the guest.

2. Guest must be helped in getting up by pulling out the chair for them. Should be assisted with coats/ shawls.
3. Must be thanked.
4. Must be welcomed again……. “We hope that you visit us soon”
Resetting Table
1. After the guest left, the table and service area must be cleared, cleaned and the table must be reset for the next guest
2. Resetting the table means that all the required cutleries and glassware must be set back on the table.
The Procedure For Clearing Table
1. Remove coffee cups and center items, glassware and ashtrays. The cup and saucers, and also glassware should be
carried using tray
2. If the table cloth is dirty, replace it with the clean cloth
3. Ensure that all chairs are returned to their original position
4. Reset the setting according to the SOP’s (standard operating procedure)
5. Side station are restocked with cleaned, polished equipment's immediately after the completion of service as Mise En
Place for the next service.
Organisational Chart of F&B department
Duties and responsibilities of food and beverage department
Food and Beverage Department (F&B) is responsible for maintaining high quality of food and service, food costing,
managing restaurants, bars, etc. All guests and patrons must be served in a timely and professional fashion. This could
range from seating guests to preparing orders to receiving payment to providing a clean environment. The Duties and
responsibilities of F&B Department are
 Promotes positive customer relations by providing prompt, courteous and efficient service to all guests
 prepare tables or counters for meals
 greet customers, present menus, answers questions and help customers select menu items
 Prepares food items according to menu specifications
 Serves all guests according to established standards of quality
 Prepare bills and accepts payment from guests
 Cleans and maintains all dishes, glasses/mugs, cutlery and cooking equipment for the Restaurant, Lounge and Banquet

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Unit 5: After-dining Activities

Procedure of taking food and beverage order from the guest:

Taking Orders at the Table

1. This takes place when the guests are already seated.

Procedure of placing orders at bar and Kitchen:

1. Enter orders to system

Procedure of serving guest order:

Bill preparation and presentation to the customer

Presentation of bill to the guest

When guest pay in cash

When guest pay in cash

Farewell / Departing the guest

1. This is as crucial as welcoming the guest.

The Procedure For Clearing Table

Organisational Chart of F&B department

Duties and responsibilities of food and beverage department

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