Elements and Performance Criteria
- Prepare for service.
- Check furniture and fittings for cleanliness and condition prior to service according to enterprise procedures, and take corrective action where required.
- Prepare and adjust the environment to ensure comfort and ambience for customers, as appropriate.
- Set up any furniture according to enterprise requirements, customer requests and customer and staff convenience and safety.
- Check any furniture for stability and customer and service personnel access according to legislative requirements.
- Check and prepare equipment for service and remove, clean or replace items not meeting enterprise standards.
- Display food and beverage items according to enterprise and legislativerequirements.
- Welcome customers.
- Greet customers on arrival, according to enterprise customer service standards.
- Provide information to customers, giving clear explanations and descriptions.
- Make recommendations and suggestions to customers to assist them with drink and meal selection.
- Answer customer questions on menu items correctly and courteously.
- Take and process orders.
- Take and record orders accurately and legibly using the format required by the enterprise, and convey them promptly to the kitchen or bar, where appropriate.
- Operate the ordering system according to enterprise procedures.
- Relay information about any special requests or dietary or cultural requirements to relevant person where appropriate.
- Provide glassware, serviceware and cutlery suitable for menu choice, according to enterprise procedures.
- Process accounts and receive payment at appropriate time and according to enterprise procedures.
- Serve and clear food and drinks.
- Collect food and beverage selections promptly from kitchen or bar, check for accuracy and presentation, and convey them to customers safely.
- Serve food and beverage courteously and to the correct person, according to enterprise standards and hygiene requirements.
- Promptly recognise and follow up any delays or deficiencies in service.
- Advise and reassure customers about any delays or problems.
- Check customer satisfaction at the appropriate time.
- Remove used items in a timely manner and safely transfer them to the appropriate location for cleaning.
- Dispose of leftover food and disposables, according to hygiene regulations and enterprise practice.
- Dispose of recyclable items according to local regulations and enterprise practice.
- Thank and farewell customers courteously.
- Close down after service.
- Clear, clean, dismantle and store furniture and equipment according to enterprise procedures and safety requirements.
- Prepare and set up for next service according to enterprise procedures and requirements.
- Review and evaluate services with colleagues where appropriate and identify possible improvements.
- Provide handover to incoming colleagues and share relevant information.