Describing Sequences
Describing Sequences
Describing Sequences
Slide 1
Describing Sequences
(Order Taker, Check In – Check Out, Service)
(gambar antrian check in atau yang lainnya)
Slide 2
A sequence is an ordered list of items, usually numbers. Each
item which makes up a sequence is called a “term”
(gambar urutan pelayanan atau yang lainnya)
Slide 3
Sequencers are words that organize your writing and speaking
to describe a process:
First
Next
Then
After that
Finally
Slide 4
Order Taker Sequences
Room Service or In Room Dining
Greet Callers Warmly:
The telephone must be answered within the three (3) first
rings.
Identify your department and introduce yourself by name.
Announce: “Good morning / Good afternoon / Good
evening In Room Dining, (according to the time of the
day), this is (name of the order taker), may I assist you
Mr./Mrs./Miss” followed by the name of the guest
according to the data digitally displayed by the phone
system (if available).
Use good telephone etiquette.
Ask the guest for their names and Room number:
Even if your digital telephone system displays the guest’s
name and room number, confirm that you are talking to
the registered guest.
Write down the order clearly in the order book and note
the time of call and the room number.
Check the billing instructions of the guest:
Do a room enquiry on the POS ( Point of Sale) machine and
check the billing instructions entered for this guest by the
front office team.
If the guest is on Cash Only list, then politely explain that
the guest will have to pay for order when it is delivered.
If the guest is not on cash list then take the order without
discussing the method of payment.
Use Suggestive selling:
Always update your knowledge of the hotel’s activities &
promotions, both current and upcoming
Study the menu thoroughly : you must learn and
remember the contents by heart
Double-check with the kitchen what the daily specials are.
Check which accompaniments are available and
appropriate.
If the guest seems hesitant or needs suggestions, try to
find out what type of food she/he likes, e.g., beef, pork,
poultry or seafood
If the guest announces only main dishes, try to suggest a
starter and ask: “May I suggest our special avocado
cocktail as your starter, Madam/Sir?” and/or “Would you
care for any wine to go with your meal?” (the possible
combinations for any eventual suggestion are to be
provided by the Executive Sous Chef)
Suggest the most popular and profitable dishes, according
to the /menu Engineering Report.
Take Orders:
Pay attention to orders, and know the menu thoroughly.
Ask questions to find out the guest’s choice or preferences
for service, such as how he or she would like an item
cooked or prepared ( eg: medium rare, “on the rocks etc)
Ask the guest for his or her choice of salad dressings and
for any special requests such as fat-free preparation. Etc.
Write down all information’s clearly. Highlight special
requests.
Ask how many guests will be eating and note down the
number on the guest check. As this will help the waiter to
set the tray/ cart with the appropriate numbers of
cutleries and crockeries.
Time control system:
A time control system takes place as soon as the
telephone order has been taken.
Approximate delivery time is given to the guest according
to this time evaluation system established by the Outlet
Manager and the Executive Chef.
A timer is set for the given amount of time. If the order has
not been sent up by this time, a call must be placed to the
guest to apologies and re-evaluate the delivery time.
Similar follow-ups must be systematically performed.
Reconfirm the order:
Politely read the order back to guests and repeat all
details.
Tell guests the approximately how much time it will take
to deliver the order.
Thanks the guest and only disconnect the line after the
guest had hanged up the phone on the other side.
Slide 5
Check In – Check Out Sequences
Check In process:
When Guest arrives at the reception to check in:
Great the guest.
Enquire the Last name / First name of the guest.
Search for the reservation record and print registration card (
if the same is not pre printed )
Present the Registration Card to guest for verifying /
reconfirming preprinted details
Following details to be completed
Passport details
Visa Details
Explain to the guest regarding late checkout policy if any.
Request the guest to sign on the Registration Card.
Scan / Photocopy of Passport and Visa copy and attach to the
registration card.
Front office assistant to also cross sign the registration card
on the provided field.
Update the guest details collected on regard to the Profile of
the guest.
File Registration card.
(gambar check in proces)
Slide 5
Check Out Process:
Ask About Stay
Enquire Over Additional Charged
Verify Account Information
Confirm Payment
Check Messages
Final Checks
Update Room Status
Guest Fil History
Request Guest Satisfaction Survey
Checkout Completion
Slide 6
Service Sequences:
1. Greeting
Greeting to the guest based on time. Offer help. Example:
”Good Morning sir/madam. May I assist you?”
16. Clearing Up
Wait to clear glasses and plates until more than one guest
at a table is finished, so guests who are still eating or
drinking do not feel rushed
After all guests have finished their main course, all plates,
cutlery and side dishes related to the dish must be
removed.
If the item is served from the right, it must be removed the
right. Of course, if the guest is not easily reachable from
that side, one shall collect the items from the other side.
After the last course, but before the dessert, all plates,
cutlery, condiments. Bread & butter are cleaned from the
table and any crumbs are removed.
17. Crumbing Down
The waiter approaches the guest from the left hand side.
The waiter should be holding the crumber on top of a
small silver platter in his left hand.
It is important that during this action you do not disturb
the guest on the table.
The crumbing down of the table must be done within no
longer than five minutes of after the clearing of the mains.
21. Billing
Ensure the bill is accurate, always double check the bill
before presenting it to the guest.
Always count guest’s money infront of guest.
Thank the guest and process quickly.
Slide 7