Table Of Contents Standard Operating Procedures Specialty Restaurant

Introduction: Specialty Restaurant Service 3

Pre-Shift Briefing 3

Greeting the Guest 3

Seating the Guest 4

The Seating System 5

Seat Numbering System and Pivot Point Designation 5

Presenting the Menu 7

Lunch 7

Dinner 7

Reservation Procedure Introduction 7

Restaurant Reservation Process 8

Basic Steps of Service 9

Order of Service 9

First Course is Served 10

First Course is Cleared 10

Second and Third Courses Arrive 10

Second and Third Course are Cleared 10

Entrée Plates Cleared 10

Dessert Order Taken 10

Dessert Order Served 10

Dessert Order Cleared 10

Cordials are Offered 10

The Check is Presented 11

General Table Service 11

Approaching the Guest and Taking the Order 12

At Mealtime 13

Lunch 13

Dinner 13

General Points 13

Procedures in Ordertaking 13

Writing the Order 14

Ordering and Pick-Up Procedures 14

Ordering Procedures 15

Pick-Up Procedures 15

Pick-Up Chart 15

Clearing Procedures 16

Product Boards 17

Delivery Times 17

Service Per Meal Periods 17

Lunch 17

Stages of Service 18

Order of Lunch Service 18

Dinner 19

Stages of Service 19

Order of Dinner Service 20

Presentation of the Guest Check 21

Wine Service 21

Team Service – Fine Dining 22

Front Server/Wait Staff 22

Back Server/Wait Staff 22

Food Server Assistant* 22

Table-Side Service 23

Composing a Meal 23

Coordination of Service (Timing) in Fine Dining Rooms 24

Presenting of Flatware 24

Dishing Out (transferring food from pan or silver platter) 24

Serving Finger Bowls and Towels 24

Suggestive Selling: S.P.E.A.K. 25

Suggest Specifics 25

Patience 25

Enthusiasm 25

Avoid Pushiness 26

Knowledge 26

Merchandising 26

Up Selling 26

Salesmanship 27

Suggestive Selling Tips 27

Cordials and After-Dinner Up-selling 28

Suggesting the Bar Offerings 28

Opening and Closing Checklist – Food and Beverage Outlets 29

Sample Food & Beverage Problems and Resolutions 29

Introduction: Specialty Restaurant Service

Specialty Restaurants are signature to the Westin brand and are frequented by hotel guests as well as by local residents and business people. The following procedures are intended to provide our associates with a foundation that will ensure restaurant service comparable to Westin standards.

Pre-Shift Briefing

Every outlet will begin with a mandatory pre-shift briefing. Check with your manager to inquire as to the daily start time (usually 15-20 minutes prior to briefing).

Our standards for pre-shift briefing are:

• Be in full uniform. Your manager will inspect you for details.

• You must be on time for the briefing.

• Stand with good posture.

• Be attentive and ask appropriate questions.

• Daily training is to occur.

• Chef will be involved and teach food knowledge awareness.

• “Menu Additions” will be reviewed. We do not call them specials, but rather “Menu Additions”.

• Each Server is to initial the Shift Briefing Form at the conclusion of the briefing.

• Discuss special events, in-house groups/functions or special parties scheduled for that meal period.

• Each pre-shift briefing should include five (5) minutes of training: wine service, sales techniques, etc.

See Restaurant Management Opening and Closing Checklist in the appendix at the end of this document.