Steps of Service

12 Steps Of Service

Step 1: Greet the Guest Within 1 Minute

Welcome every table quickly with a smile and warm energy.

Example:
“Good evening, welcome in! My name is Alex, and I’ll be taking care of you tonight.”

Training focus:
A guest should never wonder if someone has noticed them.

Step 2: Set the Tone and Flag the Table

Make eye contact, smile, and signal that the table has been greeted or acknowledged according to the restaurant’s system.

Training focus:
The first impression tells the guest what kind of experience they are about to have.

Step 3: Suggest Drinks by Name

Offer specific cocktails, beers, wines, or non-alcoholic drinks. Do not say, “Do you want something to drink?” Instead, guide the guest.

Example:
“Can I start you with our Basil Dazzle, a glass of Sauvignon Blanc, or one of our house cocktails?”

Step 4: Highlight the Wine List

Point out the wine list and offer help pairing wine with food.

Example:
“We have a great wine list, and I’m happy to help pair something with your entrée.”

Step 5: Deliver Beverages Promptly

Servers should return with beverages within 3 minutes. Bartenders should deliver drinks within 2 minutes when possible.

Training focus:
Fast drinks create confidence and keep the experience moving.

Step 6: Recommend Appetizers, Specials, and Entrées by Name

Use specific item names. Mention specials confidently and include prices when presenting them.

Example:
“Our Grilled Oysters are one of my favorites, and the special tonight is the seared grouper for $32.”

Step 7: Take and Repeat the Order

Listen carefully, write clearly, and repeat the order back to confirm accuracy.

Example:
“Just to confirm, you have the Salmon, medium, with no onions, and the Rocket salad to start.”

Training focus:
Accuracy prevents remakes, delays, and guest frustration.

Step 8: Place the Order and Time the Courses

Enter the order promptly and pace the meal correctly.

Service targets:

ItemTarget Time

Appetizers7–10 minutes

Salads5–7 minutes

Sandwiches10–15 minutes

Entrées15–25 minutes

Desserts5–7 minutes

Coffee3 minutes

Step 9: Perform the 2-Minute / 2-Bite Checkback

After food is delivered, return after about two minutes or two bites.

Ask about food quality, not just whether “everything is okay.”

Better example:
“How is the temperature and flavor on the salmon?”

Step 10: Maintain the Table

Clear unnecessary items, refill drinks, replace napkins if needed, and keep the table clean.

Training focus:
Only what the guest needs should remain on the table.

Step 11: Offer Dessert and Coffee by Name

Do not simply ask, “Any dessert?” Recommend something specific.

Example:
“Can I bring you our cheesecake or an espresso to finish?”

Service targets:
Dessert should arrive within 5 minutes. Coffee should arrive within 3 minutes.

Step 12: Present, Process, and Close the Check Professionally

Let the guest know you will take care of the bill, process payment promptly, and thank them sincerely.

Example:
“I’ll take care of this whenever you’re ready.”

Payment target:
Check reconciliation should happen within 2 minutes.

Final goodbye:
“Thank you so much for joining us. We hope to see you again soon.”

Training focus:
The last impression is everlasting.