F & B Service Standard
Service Staff
1. Staff maintains attentive position in the dining-room.
2. Staff makes eye contact.
3. Staff smiles or makes pleasant a expression.
4. All staff will have a discreet, non-interrupt demeanor.
5. Staff behavior is not hectic or chaotic.
6. Staff does not eat, drink, smoke or chew gum.
7. Staff does not engage in distracting personal chat or horseplay.
8. Staff does not hover or linger intrusively near table.
9. Staff does not have hands in pockets, folded arms or slouching posture.
10. Staff members are wearing nametags and they are kept visible.
11. Staff is neatly groomed.
12. Staff uniform or attire is clean and well pressed and in good condition.
13. Foods and beverages match menu description or special request.
14. Foods are cooked to appropriate doneness, crispness, color, etc.
15. Foods are attractively arranged on plates.
16. Hot items are served hot/Cold items are served cold.
17. Food and beverage portions are consistent and adequate.
18. Foods and beverages are fresh in texture and color
19. Foods and beverages have good flavor.
20. Cloth napkins are used.
21. Counters or tables are not worn or damaged.
22. Tables are sturdy and do not wobble.
23. Chairs and banquettes are not worn or damaged.
24. Service/side stations and visible service areas are not worn and damaged.
25. Floor and carpets are not worn or damaged.
26. Window frames and sills are not worn or damaged.
27. Wines by the glass will include a selection of at least 3 white, 2 red and 1
sparkling varieties.
28. Guest is served beverage within 4 minutes of ordering.
Culinary
1. Hot food hot; cold food cold
2. \"Food is served in a timely fashion \"
3. Food is presented in an appealing and attractive fashion
4. Food will be fresh and ingredients of the highest quality
5. Food will have a “WOW” factor.
6. Staff is neatly groomed, clothing is clean, well-pressed and in good
condition.
7. Uniform pants, coat, hat, apron and name tag are required at all times.
8. posture.
Staff does not eat, drink, smoke, chew gum or have an unprofessional
9. Staff does not engage in distracting personal chat or horseplay.
10. When encountering a guest all staff should make eye contact and smile
within ten feet, and offer a greeting of good morning/afternoon/evening within five feet.
11. When encountering a guest or other staff member who is carrying
packages or luggage, every employee should offer to assist the guest or coworker to his or her destination.
12. When answering the phone each staff member should identify the kitchen
location, this is staff members name, how may I help you? (For example: Main kitchen, this is Chris, how may I help you?)
13. If approached by guest for help and the staff member does not understand
or cannot help them they must immediately find another staff member who can help
them.
14. Staff does not engage in distracting personal chat or horseplay.
15. The high temperature for food that designates that it is no longer in the
“danger zone” is 155°.
16. The low temperature for food that designates that it is no longer in the
“danger zone” is 40°.
17. The required rinse cycle temperature needed to meet the board of health
standards is 180°.
18. When returning to the kitchen you must wash your hands with soap before
returning to work.
Server/Bartender
1. Fresh rolls or bread are brought immediately (when appropriate for service).
2. Guest is offered beverage (other than water) within 3 minutes of seating.
3. Guest is served a beverage within 4 minutes of ordering.
4. Payment is collected and processed within 4 minutes of guest making
payment or signing.
5. stained.
Linens are clean, well-pressed, color-consistent, not worn, damaged or
6. Coasters and napkins are clean and neat.
7. Platters, plates and serving pieces are clean.
8. China, platters and plates are not worn or damaged.
9. Flatware is not worn, damaged or dented.
10. Glassware is clean.
11. Flatware is clean and not tarnished or spotted.
12. Glassware is not worn or damaged.
13. Glassware is appropriate to drink portion and style.
14. Counters or tables are thoroughly clean.
15. Service/Side stations and visible service areas are clean and tidy.
16. Chairs and banquettes are thoroughly clean.
17. Foods and beverages match menu description or special request.
18. Foods are cooked to appropriate doneness, crispness, color, etc.
19. Foods are attractively arranged on plates.
20. Hot items are served hot/Cold items are served cold.
21. Food and beverage portions are consistent and adequate.
22. Foods and beverages are fresh in texture and color.
23. Foods and beverages match menu description or special request.
24. Foods are cooked to appropriate doneness, crispness, color, etc.
25. Foods are attractively arranged on plates
26. Hot items are served hot/Cold items are served cold.
27. Food and beverage portions are consistent and adequate.
28. Foods and beverages are fresh in texture and color.
29. Server suggests starter courses.
30. Wines by the glass will be demonstrated and poured tableside.
31. Full knowledge of all F & B events.
32. Bill is presented in folder, with clean appropriate pen.
33. Staff specifically thanks guest.
34. Condiments served or offered simultaneously with (or before) the food.
35. Server suggests dessert and coffee/tea.
36. Staff inquires about guest satisfaction discreetly.
37. Correct foods and drinks served to the correct guest without asking.
38. Bill is accurately itemized and totaled.
39. Butter is served at proper temperature.
40. Guests name is used during meal.
41. Additional items are offered with each order.
42. Guest is asked if they would like to have their car called for.
Breakfast
1. Guest is greeted within 30 seconds of arrival and seated in one minute
2. Server or bus person greets guests within three minutes of being seated.
3. Staff makes eye contact, smiles or makes a pleasant expression.
4. Staff is wearing a nametag that is entirely visible.
5. Staff is neatly groomed, clothing is clean, well-pressed and in good
condition.
6. Guest is served juice, coffee or tea within three minutes of being seated.
7. Accompaniments are suggested (juice, fruit, starter, desserts, etc.)
8. seated.
Guest is offered a beverage (other than water) within three minutes of being
9. Guest is served beverage within four minutes of ordering.
10. After ordering, continental breakfast is served within eight minutes, hot
breakfast within 10 minutes.
11. Condiments are served or offered simultaneously with (or before) the food.
12. Condiments are in neat, clean, full containers.
13. Correct foods and drinks are served accurately without asking.
14. No water glass/coffee cup remains empty for more than three minutes
without a refill.
15. Management personnel is visible during meal, performing customer service.
16. China, platters, plates and serving pieces are clean and not worn or
damaged.
17. Flatware is clean, not tarnished, spotted, worn, dented or damaged.
18. Glassware is clean, not worm or damaged.
19. Menus are clean and are not worn or damaged.
20. stained.
Linens are clean and well-pressed, color consistent, not worn, damaged or
21. Cloth napkins are used.
22. Tables and chairs are thoroughly clean and are sturdy and do not wobble.
23. Service/side stations and visible service areas are clean, tidy and are not
worn or damaged.
24. No burned out light bulbs are observed.
25. Room temperature is between 68-74 degrees.
26. Complimentary newspapers are available during breakfast hours.
27. Food and beverage portions are consistent and adequate.
28. Food and beverages have good flavor, texture and color.
29. Foods and beverages match menu description or special requests.
30. Foods are cooked to appropriate doneness, crispness, color, etc.
31. Foods are carefully arranged on plates, presentations have appetizing
appearance.
32. Hot items are served hot; cold items are served cold.
Brunch/Lunch
1. Guest is greeted within 30 seconds of arriving at door.
2. Guest is seated within 1 minute of arrival.
3. If waiting line, progress appears efficient.
4. seated.
Guest is offered beverage (other than water) within 2 minutes of being
5. Guest is served beverage within 4 minutes of ordering.
6. No water/coffee cup remains empty more than three minutes without refill.
7. Condiments served or offered simultaneously with (or before) the food.
8. Staff is knowledgeable about food and beverages.
9. Staff inquires about guest satisfaction discreetly, not more than twice.
10. Payment is collected and processed within 4 minutes of guest making
payment or signing.
11. Staff specifically thanks guest.
12. Bill is accurately itemized and totaled.
13. Vacated tables swiftly cleared.
14. Staff maintains attentive position in dining room.
15. Staff speaks clearly.
16. Staff makes eye contact.
17. Staff smiles or makes pleasant expression.
18. Staff uses guest surname, when available.
19. All staff have discreet, non-interruptive demeanor.
20. Staff behavior is not hectic or chaotic.
21. Staff does not eat, drink, smoke or chew gum.
22. Staff does not engage in distracting personal chat or horseplay.
23. Staff does not hover or linger obtrusively near table.
24. Staff do not keep hands in pockets, have their arms folded or have a
slouching posture.
25. Management personnel is visible during meal, performing customer service.
26. Staff is wearing nametags in a visible place – left side under logo.
27. Staff is neatly groomed.
28. Staff uniform is clean and well pressed.
29. Staff uniform is in good condition.
30. Platters, plates and serving pieces clean.
31. China, platters, plates not worn or damaged.
32. Flatware clean and not tarnished or spotted.
33. Flatware not worn, damaged, dented.
34. Glassware clean.
35. Glassware not worn or damaged.
36. Glassware appropriate to drink-style and portion.
37. Menus clean.
38. Menus not worn or damaged.
39. Linens clean and well pressed.
40. Linens color-consistent, not worn, damaged or stained.
41. Cloth napkins will be used.
42. Coasters and napkins clean and neat.
43. Tables thoroughly clean.
44. Tables not worn or damaged.
45. Tables are sturdy, do not wobble.
46. Chairs thoroughly clean.
47. Chairs not worn or damaged.
48. Service stations and visible service areas clean and tidy.
49. Service stations and visible service areas not worn and damaged.
50. Plants, flowers and containers clean and healthy, not wilted.
51. No burned out light bulbs observed.
52. Light fixtures and lamps clean, dust free.
53. Floor and carpet free of debris.
54. Floor and carpet free of stains and soil.
55. Floor and carpet not worn and damaged.
56. Walls and ceilings clean.
57. Walls and ceilings not worn and damaged.
58. Room at temperature between 68-74 degrees Fahrenheit.
59. Wines by the glass include a selection of at least three whites, two reds and
one sparkling wine.
60. Food and beverages are fresh in texture and color.
61. Food and beverages have good flavor and taste.
62. Foods are cooked to appropriate doneness, crispness, etc.
63. Foods are attractively arranged on plates.
64. Hot items are served hot – Cold items are served cold.
Dinner
1. Reservations are graciously accepted and conversation is closed with a
polite thanks and an anticipatory remark.
2. Staff taking reservations can give accurate information about restaurant
location, ambience and general menu.
3. Host staff proactively approaches arriving guests; guests on queue are
immediately acknowledged.
4. Coat assistance is proactively offered and an impression of security is
conveyed.
5. Reservations are immediately confirmed, along with confirmation of special
requests; reservation details are accurate.
6. of guests
If reservation made, table ready exactly on time and set for correct number
7. If waiting is required, an estimated wait time is quoted by receptionist and
honored within five minutes (regardless of reservation and arrival time)
8. If waiting is required, refreshments are offered, either complete cocktail
service or a complimentary refreshment (regardless of reservation and arrival time)
9. If guests have taken cocktails in the bar, staff will carry beverages tot the
dining table, never allowing the guests to do so.
10. If guest have taken cocktails in the bar, the charges will be automatically
transferred to the dinner bill; the guest will never be presented a bill in the bar.
11. Guests are fully escorted to their seats, chair assistance is offered to each
guest and staff remains beside the table until all guests are comfortable.
12. The table is pre-set for the exact number of guest upon seating
13. Did you feel that your arrival was anticipated? That you were greeted
warmly and appreciatively?
14. Once seated, cocktails are offered within one minute.
15. All aperitifs and cocktails requested for the table will be served within four
minutes of being ordered.
16. If asked for a beverage recommendation, the staff will seamlessly offer
thoughtful and creative alternatives.
17. Throughout the meal, all beverages are readily refilled and never empty
more than thirty seconds; the guest never has to pour from their own bottles.
18. Bottle mineral water is specifically offered before any water is poured, and a
selection of both still and sparkling is available
19. When fresh bottles of mineral water must be opened during the meal, after
the original bottle is depleted, the staff will either ask the host’s permission to replace or there will be no charge for additional bottles.
20. No bottles (wine, water, etc.) will ever be directly placed on the tables; if a
bottle is left on the table, a bucket or coaster is used.
21. Mixed drinks will be served with full or modified club service (the mixer is
added at the table, never pre-mixed)
22. Mixed drink/cocktails are prepared to the specifics of the guest, have a well-
balanced flavor and will be appropriately garnished.
23. All beverages are served at appropriate temperatures or within the
parameters of guest requests.
24. Beverages will have a distinctive presentation or quality of serviceware (i.e.
martini may be shaken/poured tableside, etc)
25. crushed.
All iced beverages are served well-iced with solid ice cubes, never hollow or
26. All menus are elegant and distinctive, made of high-quality products or
paper (no plastic laminate) an in excellent condition (not dirty, bent, greasy and no fingerprints)
27. Staff will explain the menu, describe specials and point out highlights prior
to taking the food order.
28. If asked for a menu recommendation, the staff will seamlessly offer
thoughtful and creative alternatives
29. Staff can describe with considerable detail the preparation methods and
ingredients of each menu item
30. If asked for an off-menu item or an adjustment to a menu dish, the staff
with react graciously and accommodatingly
31. During ordering, the staff proactively offers remarks and reminders to
ensure that the order is complete and well-understood.
32. The wine list is tactfully presented to the appropriate person(s) at table
33. If asked for a wine recommendation, the staff will seamlessly offer
thoughtful and creative alternatives, including a variety of price ranges.
34. If asked for a wine recommendation, the staff will ask questions to
accurately ascertain the guest’s preferred wine tastes (not simply guess or assume his or her own tastes)
35. Wine assistance and recommendations are offered in a warm and
interesting manner, with no sense of pretension.
36. At least two champagne/sparkling, four white and four well-chosen and
diverse red wines are available by the glass.
37. Wine service will always include demonstration of the label and pouring at
the table with the label of the bottle facing the guest.
38. Wine service will include (or offer) a tasting sample
39. Wines are served in varietally-appropriate stemware; one style glass is not
used for all styles/varietals of wine
40. A sommelier/wine steward’s assistance is offered or available.
41. In the case of a wine pairing, wine is poured prior to food being served
42. Throughout all ordering and recommendations, staff remains patient,
helpful and enthusiastic, never impatient or condescending.
43. An amuse bouche is offered and is of high quality
44. The bread presentation is distinctive and includes a variety of at least three
types of excellent, fresh and flavorful breads (one bread my be used if it is a local or theme specialty)
45. Correct foods and drink served to the correct guest without asking (orders
accurate and complete)
46. All guests are served simultaneously, course by course, and cleared
simultaneously, course by course.
47. A cheese course if offered, verbally or in print, at the appropriate time
during the service sequence.
48. If ordered, exceptional cheese is distinctively presented and includes either
a selection of three cheeses or one composed cheese course.
49. Clearing of the table before the dessert and coffee course will be especially
thorough, with all food and condiment tableware removed and the table thoroughly crumbed.
50. Beverages will be served and cleared on trays
51. Napkins are either refolded or replaced when a guest gets up from the table
during the meal.
52. In an event such as a spill occurs, the staff will react immediately, with
graciousness, and will ensure that the tabletop is restored to a pristine condition without creating a diversion.
53. The pace of the meal is such that the guest is never required to think about
when the next step will occur, never waiting or wondering.
54. it will never be necessary to signal for the staff, as they will have anticipated
all requirements and automatically provided or offered them.
55. Mignardises or petit fours are offered at the conclusion of the meal
56. In handling all dishes, glasses and bottle, staff is efficient, yet discreet, and
always precise and professional in their movements
57. The level of interest is service will remain constant and positive throughout
the meal, not faltering after service of the main course.
58. The bill is not presented until requested or until it is obvious that the guests
are ready to leave; if requested, it is ready within two minutes.
59. If guests have checked coats, staff will automatically be aware of this, and
retrieve the garments automatically upon departure without reminder from guests.
60. Upon departure, guests are escorted to the doorway and the door is
opened for them.
61. Did you feel your departure was handled graciously and thoroughly? We
you thanked by the members of the staff upon departure?
62. Staff is extremely well-spoken, polite and clear, avoiding slang and phrase-
fragments.
63. Staff readily smiles and maintains an engaging expression.
64. Staff makes eye contact and keeps focus on the guest, not distracted or
talking to others while at guest’s table.
65. Staff exhibits a genuine sense of interest and concern for guest’s
satisfaction.
66. Staff has the ability to easily engage guest with remarks abou the meal or
related topics in a fluent manner, but does not allow conversation to become overlong.
67. Channels of communication among staff is consistent and complete – one
does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff.
68. discreetly
The guest’s name is used effectively as a signal of recognition, but
69. remarks.
Staff politely closes interactions with final appreciative or anticipatory
70. Ladies are offered specially attentive service (chair assistance, coat
assistance, etc) and are always first to be presented an first to be addressed.
71. Staff maintains alert posture, no hands in pockets or folded arms; staff
avoids excessive personal chatting amongst themselves; staff does not snoke, drink or eat in guest view.
72. Staff has a discreet demeanor; they are attentive, but do not hove or appear
to rush guests at any time.
73. Staff does not decline any request without offering appropriate alternatives
74. uniforms
All staff encountered are attire in professional, clean and well-fitted
75. All staff encountered are extremely well-groomed
76. Foods and beverages match menu description or special request
77. Food temperatures are perfectly balanced at the moment of service; hot
food hot, cold food cold.
78. Did you feel that the service enhanced your enjoyment of the food flavors
and presentations?
79. All condiments are in small ramekins or dishes with appropriate service
piece; no portion packets are used except sweeteners
80. A full range of specialty coffees is available and offered, including
cappuccino, espresso, café latte and these will be elegantly/appropriately presented.
81. available
A variety of high-quality teas, including herbal and decaffeinated, will be
82. Coffee/tea/after dinner drinks are all served before the dessert arrives
83. Appropriate silverware is delivered to the table prior to each course and is
taken away when the course is cleared; fresh silverware should be set for each new course.
84. Cutlery will be distinctive to the course when required, but not overly
extravagant (i.e. sauce spoons, fish forks, fish knives, steak knives, etc)
85. Glassware, china, cutlery and serving pieces are in excellent condition and
completely clean and hygienic in appearance, not tarnished or chipped and without fingerprints.
86. Vacated tables are swiftly cleared and completely reset, not left unset,
regardless of the hour
87. Side stations are kept neat and organized; jack stands will not be observed
on the dining room floor
88. The dining room exhibits a well-organized and professional appearance;
tables are uniformly set; all candles always kept lit, even when unoccupied.
89. Would you describe the tabletop as beautiful? Would you use words such
as elegant, chic, dramatic, creative or luxurious?
90. The dining room temperature is comfortable and is unnoticed by guests
91. The restaurant lighting is comfortable, enabling menu reading, but provides
privacy and ambience (a small light for menu reading my be provided alternatively)
92. The background music is pleasing, yet unobtrusive to conversation
93. If live entertainment is presented, the sound system functions flawlessly,
and the sound is pleasing, yet unobtrusive to conversation.
94. When asked where the restroom is located, a member of the staff will at
least partially escort the guest there, not just point in the general direction.
95. The restrooms are immaculately cleaned and well-stocked
96. Would you describe the overall noise level of the restaurant to be
comfortable – not quiet, “active” but not intrusively loud?
97. Would you describe your table arrangement as comfortable and private,
enabling conversation and adequately distanced from service traffic?
98. Would you say that there was nothing to complain about during the meal?
99. Was the total dining experience exceptional? Why?
100. Did there appear to be an individual acting as a supervisor?
101. If supervisor visible, was this individual interacting effectively with guests,
other than seating?
102. If supervisor visible, was this individual interacting effectively staff?
103. Sound system in use
104. Sound system volume and quality good – appropriate to environment
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