Steps of Service
Four parts, eighteen moments. The guest should notice none of them, and miss every one that is skipped.
Welcome and First Drinks
Before They Arrive
Read the guest profile before you approach: occasion, allergies, returning guest, preferences, any time they need to leave by. Check the table is level, clean and fully set.
Acknowledge Quickly
Every table is greeted within the first couple of minutes. If you are stretched, a smile and "I'll be right with you" buys time; then ask a colleague or your manager to support. The first impression is the one that sticks.
Greet within 2–3 minutes of the guest sitting down.
The Welcome
Warm, professional, eye contact. Introduce yourself and present the food and drinks menus. Welcome regulars back by name; explain how the menu works to first-time guests. People want to feel recognised.
Good evening and welcome. My name is ___ and I'll be looking after you tonight. Here is our menu and our drinks list. May I start you with still or sparkling water?
Water and an Aperitif
Offer still or sparkling water, then an aperitif: a glass of champagne or a cocktail. Ask what they enjoy rather than reciting a list. The more premium the suggestion, the richer the description should be.
Something to Begin
Offer a light snack while the table reads the menu. If a snack is ordered, check allergies first, even before the main order.
The Order
Allergies Before Anything
Never begin an order without asking about allergies and dietary requirements. Always have alternatives ready, and tell the manager on duty and the chef about every allergy. See Allergen Essentials.
Guide the Menu
Explain how the menu works, for example sharing plates that arrive continuously through the meal. Describe dishes so the guest can picture them, build on what they like, and point gently to sections they have missed. If it is becoming too much food, say so.
May I help you with the menu? Many guests choose a dish from each section to share. Would you like me to suggest a few of our favourites? And before I do, does anyone have allergies or dietary requirements?
Specials and the 86 List
Tell every table about today's specials and anything available off the menu. Regulars love something new, so offer it to them first. Know the 86 list before you reach the table, so you never return with bad news.
Design the Meal
Shape the order with the guest: dishes they must have, a balance of sections, quantity and variety. Avoid over-ordering and respect any time they need to leave by. Finish with a short summary of what is coming.
Aim to have the food order placed within 10–15 minutes of arrival.
Families at the Table
Ask the parent, not the child, whether something should come straight away: even a bowl of rice can change the evening. Offer colouring, children's cutlery or chopsticks, and check spice and wasabi for young guests.
During the Meal
Anticipate
The next bottle of water, a drink to match the course that is coming. Explain why you recommend it, and offer a small taste of wine or sake if the guest hesitates. Guests never pour from their own bottle.
Only What They Need
Clear what is no longer needed and reset for what comes next, without interrupting. Carry glasses on a tray and cutlery on a service plate.
Pace the Courses
Know how long each dish takes and stay in control of your section. Before firing the next course, remind the table what is still to come; if appetite remains, suggest an addition early.
Read the Table
Watch the face at the first bite and the first sip. Ask open questions, listen properly, and share your enthusiasm. Never walk away from a table empty-handed.
Dessert, Bill and Farewell
Dessert
Once the table is cleared and crumbed, present the dessert menu with its pairings: a sweet wine, a whisky, a dessert cocktail, tea or coffee. The end of the meal deserves the same energy as the start.
The Bill
Check every item before the bill reaches the table, and confirm wine postings with the sommelier. Present it to the host, usually the guest who made the reservation, and never hover while they pay.
Farewell
Say goodbye to every guest, by name where you can. They should leave feeling their visit mattered. The last impression lasts as long as the first.
After the Guest
Write one useful note in their profile: a preference, a celebration, a name. That note is the next visit's welcome.