Greeting, Seating, Presenting Menu to Guest at Restaurant

Greet the guest according to time of day:

Good (evening), madam. Good (evening), sir. A table for (4)?

Do you have a table reservation?

No reservation:

• That’s all right. May I have your name, please?
• Would you prefer the smoking or non-smoking area, (Mr. David)? 
• This way please. (Take the guest to a table. Converse with the guests as you walk.)
• Is this table fine?
• Allow me (when pulling back a chair for the guest or when presenting a napkin).

Has a reservation:

• May I have your name, please? (How do you spell that, please?)
• This way please, Mr David. (Escort the guest to their table. Converse with them as you walk.)
• Allow me, Mr. David (when pulling back a chair for the guest or when presenting a napkin).

Note: Handling Table Reservation Problems

In restaurants, all guests should be welcomed at the entrance within 1 minute of arrival; guests are greeted warmly with good eye-contact.

Guests are escorted and seated within 2 minute of their arrival, if seats are available; menus and wine lists (where applicable) are presented immediately at all meal periods.

Presenting the menu

Here’s your menu Sir / Mr. David

Today we have a special set menu / Chef's Special

May I recommend the Chef's Special ? 

We also have a delicious buffet for you today.

This is our special (breakfast / afternoon tea) menu.

I’ll come back in a few minutes to take your order.

At lunch, menus are presented immediately upon being seated.

Menus cards should be free of dirt, stains and worn edges.

At dinner once guest is seated and settled guests are asked if they would like an aperitif before being presented with the wine list and menu.

Table settings should adjusted to the number of guests at the table.

SOP – Housekeeping – Turndown service / Evening service

Turndown service:

• The evening boy takes the status report of the floor from the desk.
• Takes the floor key/card and sign for it.
• Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
• Vacant rooms to be serviced from 6.00 p.m. onward.
• By 10.pm turn down service to be finished of all rooms.
• Departure rooms have to be cleared as per requirements.

Enter the guest room:

• Find out if the guest is in the room.
• Announce yourself before entering the guest room.
• In case the guest is wants you to come back later then, politely as the time for Position the maids cart in front of the guest room.

Turndown the bed:

• Enter the room, empty dustbin and ashtrays.
• Remove the bedcover, fold it and place in the luggage rack drawer.
• Remove pillow from luggage rack and place it on the head of the bed.
• Make 90 angles with the second sheet.
• Quilt and third sheet.
• Spread the foot mat on the side of the bed. [The side where the corner is made] and put slipper on top of foot mat.
• Always give turndown from the telephone side or inner side of the bed.
• For double occupancy, both corner to be made.

Place turndown amenities:

• According to the hotel procedure place the turndown amenities on the bed. ( Eg: Flower, Chocolate etc.)
• Place the Breakfast menu knob on the fold.
• Put on the bedside lamp.

Tidy the guest room:

• Look around the room and straighten or tidy anything that is out of order.
• If a room is messy it may require more extensive cleaning.
• Remove any room service tray, dishes and move them to the service pantry.
• Empty the trash cans and replace the wastebasket liners.
• Do a quick vacuum if required.

Tidy the bathroom:

• Neatly fold used towels.
• Wipe the vanity area if required.
• If required replace the bathing towel.
• Clear the dustbin if used.

Create a pleasant atmosphere:

• Turn on the bedside lamps.
• Close the drapes.
• Draw the curtains so that there is no light coming from the corners or centre.
• Set the A/C temperature to what was set by the guest.
• Double check everything, lock the room and leave the guest room.
• Update the status report.