Customer Service Training Manual
Steps of Learning
1. Greeting and Seating
- All guests are welcomed at the entrance.
- Greet the guest warmly.
- Ask for the guest’s name and contact information to acknowledge them.
- Use the guest’s name at least twice during the conversation.
- Adjust table settings to accommodate the number of guests.
2. Menu Presentation
- Ensure all menus are clean and in good condition.
- Present the menu on the guest table with a nice gesture.
3. Water Serving
- Ask guests for their choice of water: “room temperature or cold.”
- Place the bottle on the table.
- Pick glasses from the bottom and place them nicely according to the guest count.
- Check if guests need anything else.
4. Order Taking Service Standards
- Staff should approach the guest’s table within 10 seconds with a warm smile and polite attitude.
- Always prepare a mobile device and the PP captain app for order-taking.
- Obtain the customer’s contact number for the order; the name should automatically appear for selection.
- Take the order and ask for preferences when applicable (e.g., spicy or mild).
- Inquire if they want food served in a specific order (starters first, drinks later).
- Repeat the guest's order to confirm accuracy.
- Inform guests of the expected service time.
5. POS / KOT (Point of Sale / Kitchen Order Ticket)
- Double-check all keyed-in orders before sending them to the kitchen.
- Number the order to indicate the serving sequence (1. 2. 3. 4. 5…).
6. Food Service
- Ensure hygienic handling of food.
- Maintain a clean salver tray.
- Avoid food spills.
- Serve food nicely and softly call out the names of dishes as they are placed on the table.
- Ask, “Do you need anything, Sir/Ma’am?” before leaving.
7. Guest Departure and Fond Farewell
- Thank the guest by name and bid farewell to all members of the party.
- Help customers leave their table, ensuring ladies exit first.
- Always say, “Hope to see you again.”
- Reset the table immediately after the guests depart.
Video Training Resources
- Steps of Service in Restaurant: Watch Here
- Greeting & Seating: Watch Here
- Menu Presentation: Watch Here
- Order Taking Skills: Watch Here
- Grooming Standards: Watch Here
- Salver Tray Handling: Watch Here