The person doing the door will greet the guest within 30 seconds, confirm if they are a reservation or walk in. From there, walk them to the allocated table. They will give them one food / drink menu per person and one wine list per table. 

ALL FOH: if the person doing the door is absent from the door, please greet guests and tell them someone will be there to help them shortly; ask them very politely to wait by the entrance. 

All team: please welcome and greet guests as they navigate through the restaurant.

The person responsible for seating is encouraged to offer assistance with seating, such as pulling out chairs and using hand gestures. Ladies first, please. 

Approach the table within 30 seconds and offer a warm welcome. 

If unable to greet within 30 seconds, gesture to a manager for support and / or inform table you will be right with them. 

Offer filtered still or sparkling water [optional to verbalise £1 per bottle] .If they ask for tap water, get immediately and do not make the table feel uncomfortable. NOTE: tap water needs to be served from a different bottle / jug not to confuse guests. Serve accordingly. Leave bottles of water on the table after pouring.

SILENT COMMUNICATION: poured water indicates that table has been greeted.

Offer to explain the menu and concept if they are unfamiliar with the restaurant. Remind those guests who have previously dined with us about the key points of service [small plates, sharing concept, flow of dishes]. 

Verbalise specials, any 86’s and ask about allergies or any dietary requirements. 

Highlight on POS any allergies before sending any orders. For every dish that the person with an allergy is having, add the allergen button and inform the manager on duty. 

Offer to take drinks order, suggest signature cocktails / beers on draught. 

Please note that drinks should be served within five minutes and ideally before any food is served. Only pick up drinks when the order is completely prepared by the bartender. 

SILENT COMMUNCATION: ticket on tray. 

Confirm with the guests if they have any questions on menu / are ready to order.  

Take the food order, ladies first where possible. it is mandatory to take orders with an order pad / pen or iPad. this ensures you take note but also instills the table with confidence you have the order noted.

Always repeat the order back to the table, enter it on lightspeed in the format below and write the order on your pad so you can cross off each dish as they get served. 

first course:  snacks / starters                  

second  course: mains / sides              

If a table is not sharing, it is vital they are informed that dishes will arrive at different times re-explaining it is a sharing concept, albeit we will do our best to serve individually.  

Please enter on POS / inform kitchen if table is not sharing

SILENT COMMUNICATION: remove food menu to indicate food order has been taken. If guests ask to keep it the menu, that’s fine, we can leave one menu for the table. 

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Wine Order 

Offer assistance with wine order. Ascertain the guests preferred style of wine and guide through best options. 

If you need help, seek manager / those most knowledgeable on the list. 

Once a bottle of wine selection has been made:

1. present the bottle highlighting name / producer, vintage and region, when applicable

2. open the bottle at the table.

3. offer the host to taste

4. pour the wine to all guests [75-100ml / evenly divided per number of guests if a larger group] starting from the ladies, and finishing with the host, even when this is a lady. 

SILENT COMMUNICATION: remove wine list to indicate wine order has been taken.

Make eye contact with at least one guest when serving the table. Serve ladies first. 

Always name what you are delivering to the table. When bringing food, make sure you mention three keywords to describe the dish. Before taking the food from the pass, repeat back the table number to the chef to avoid mistakes. 

Before calling away your second course, make sure all the dishes from the first course have been received. Once they are almost finished, fire the second course.

Always observe the pace the guests are eating to consider firing the next course. 

Please ensure constant table maintenance and that wine glasses are topped up. We should have the minimum number of plates and glassware on the table. Remove all empties glasses / plates [except sharing plates and water glasses].

SILENT COMMUNICATION: Do not leave empty glasses / plates to avoid others offering the same thing.

Check backs may be done visually [sometimes eye-contact can be enough] and verbally. 

You do not need to approach the table for every dish but keep visual checks on the table and always ask by mentioning a particular dish if you are worried that the guests might not like it.  

If you have just done a visual check back, make sure you ascertain / gesture to how they enjoyed their food / wine / experience when clearing; remember to use open questions. Avoid ‘how was everything?’, more personality and specific ‘that’s a new dish, what did you think?’

Offer to change plates for main courses or if the sharing plates are soiled.

Crumb / wipe tables between courses.

WINE: top up wine [either to 75-100ml or if not much left, balance the remainder across all guests, finishing with the host]. When finishing a bottle, always offer another one or to look at the wine list again, depending on context.

DRINKS: if a glass is less than ¼ full, offer another drink. Clear any empty glasses.

Top-up water, offer another bottle if necessary.

SILENT COMMUNICATION: if a glass is empty, remove immediately.

NOTE: Be attentive / ensure tables want for nothing but be careful not to be excessive / intrusive. It makes sense to combine trips to the table I.e. when clearing food, top-up wine / water at the same time, thus minimising trips and intrusiveness.

If you take an order from a section that is not yours inform the person on that section.

Please make sure the waiter station is always stocked up / MEP on point.

NOTE: Offer assistance if you see guests standing, they are often looking for the toilets.

Before offering the dessert menu, make sure the table has been crumbed / wiped down with a black cloth and all cutlery removed. 

Highlight what we offer on the dessert menu.

Remove wine / drink glasses [leave water] if no longer needed.

Check the bill is correct – all items on it and eventual comps applied. 

Offer to take payment within 60 seconds of presenting the bill - read the customer. 

Do not take cards away from the table, always bring the machine over. Be ready to split the bill by the number of guests in case and thank each one them when taking each payment. 

This is your last chance to ask for a feedback or make a lasting impression. 

ALL TEAM: bid all guests farewell again – genuine and warm as we welcomed them in the beginning. 

Reset your table for the next turn.