1.

PURPOSE:

To make sure that the staff will serve VINE customer in the best way
and prevent serving food from contamination.

2. SCOPE OF APLICATION

All staff invovled with customer service including in-house and outside
catering.

3- REFERENCE

ISO 9001:2000

ISO 220000: 2005

4- DEFINITION:

5- CONTENT

Restaurant Service Basics

General
1. The 3 steps of service (WELCOME – SERVICE - FAREWELL) will be carried out
at all times.
2. We are one family. Our company motto are remembered at all times. We
don’t blame people.
3. Osaka People are: hospitable, courageous, caring hearts, friendly, polite,
respectful, attentive, intelligent, family & education oriented, team players, skillful,
 kind, thoughtful, sincere, honest, industrious, innovative, energetic, attractive,
loyal, committed to excellence, optimistic and entrepreneurial.
4. The guest is king! Everything a guest asks for is carried out with a smile and
without hesitation.
5. Be PROACTIVE, Not REACTIVE.
6. LOOK at the DETAILS!!!
7. BE EFFICIENT!!!
8. Be an ambassador of our company both on property and off. Always talk
positively and try to refer any appropriate business.
9. Smile, we are always being judged on our hospitality and a smile is the very first
and lasting impression.
10.Remind that “Our salary is paid by our guests, not by our bosses”.
11.Always support, and treat with respect all colleagues. Practice constant
improvement, strengthening the team, and serving others (colleagues and
members alike) with genuine care and concern. Follow - Vine professional
habits.
12.No smoking, no mobile phone, no drugs, no chewing gum or eating
during working hour as it is set in company regulation. Eating in the canteen
possible with approval Manager/supervisor.
13.Always support, give full and warmest assistance to others and treat all
colleagues with respect. Practice constant improvement, strengthening the team
(colleagues and members alike) with genuine care and concern.
14.Follow all policies and procedures as set out in the employee handbook.
15.Take active part of all training sessions offered by the company, internal as
well external. (Food training, beverage training, other restaurant related trainings,
language classes.
16.Be in time at your work, meaning at least 5 minutes earlier!!!
17.Participate in quality management and eliminate defects. Coordinate with other
colleagues and other departments in finding the reason causing the defects and try
to solve the problem as well as eliminate such defects.

Communication
18.Communication is important, between hostess – waiting staff, waiting staff –
cashier, hostess – cashier.
19.Daily line-ups will review the business, basics, set up, work to be done,
reservations, daily specials, new policies and inspect the hygiene and general
condition of each room/area, set-up & uniforms. All defects, complaints and
favorable comments to be gathered and distributed at this brief meeting.
Reservation information to be transferred to kitchen before briefing.
20.Keep good communications among staff working in same area. Avoid asking
same question to customer. ( eg. Dessert, Drink, Satisfaction etc…)
21.The word “no” to be removed from the F&B vocabulary, to be replaced with
I am sorry that is unavailable may I recommend……, may I get the manager,
supervisor or executive chef to assist you, etc. Always refer to your manager or
supervisor in cases of any difficulties, shortages, errors, hazards, or defects.
22.The word “yes” to be a confirmation of understanding or compliance, if do
not understand or are afraid to say so, please say no and make clear you don’t
understand Supervisor or Manager and “I will get my manager/supervisor to assist
you” to our guests if you need assistance in communicating with a guest. Make
sure to give feedback immediately to any guest’s request or comment, so the
guest knows you are working on it. (both external and internal customer)
23.Use proper telephone etiquette and answer within three rings with a smile. –
Follow Vine telephone etiquette standard. (Good morning/afternoon/evening,
thank you for calling Vine, …speaking, how may I help you?) Repeat the order and
information and always thank the caller for calling at the end of the conversation.
24.Speak in English in service area whenever possible. Speak to the guests in
their own language if you know the language of the guest.
25.All relevant internal communications to be posted in central area to be
reviewed daily. (Including menus mission statement, revenue reports, guest
comments, schedules, training & cleaning schedules).
26.Speak at a low voice at all times in guest areas, but also in the canteen and
kitchen. We work in Vine, not in Bia Hoi.
27.Changes in working days on roster only with approval of supervisor and
manager.
28.Inform Hostess and Cashier with available tables, moves of tables, and
names of guests.
29.Whenever you are sick or you think you can no work or arrive late at work, call
the restaurant and ask permission of the supervisor or restaurant manager.
30.Show the guests the direction of the toilet.

Service & Set Up

31.Maintain basic service standards.
32.KNOW the menu inside and outside.
33.Never go to the kitchen without empty hands!!!
34.Guest’s satisfaction is our service with our guests: 100% satisfaction.
35.Each handover Sheet to be checked and signed by all staff.
36.Sanitation, personal hygiene, grooming and uniform standards to be at a
standard level of excellence, at all times. Please report any defects immediately to
the Managing Director, Restaurant Manager or direct supervisor. Managers,
supervisors and captains are responsible for daily uniform inspections of staff.
37.Whenever taking reservations always check with the reservation book.
38.Write all the information you need for making an reservation in the reservation
book clearly.
39.Whenever guests arrive with bags, helmets, umbrellas,… ask if you can take it
and store next to Bar1.
40.Use the tags to indicate the table number for these items.
41.Assist the guests, especially the ladies with the chair; pull back the chair,
let the guest sit down and pull the chair forward. After that, lay the napkin on the
lap of the guest, light the candle and take out the cover of the peanuts holder.
42.Menus to be presented clean and immediately upon arrival. Drink
recommendations and orders to be taken at that time. Upon service of the drinks
please review and recommend the chef’s daily specials, soup, pasta, or seafood,
etc.
43.Introduce yourself to customer. Try to get their name if hostess does not have
a name. Also ensure to pass customer information to hostess whenever
possible. – Develop customer database. Give the name of the guest to the
cashier, so she can put the name on the check!
44.All orders to be verbally reconfirmed, with the guest, before leaving the table.
Captain Order pads with firm writing buffer, to be clean, and filled out
completely and clearly. Write table number, cover, name server, date and
TIME on the captain order, this information is important. Divide Food and
Beverage order in different Captain Order. For wines by bottle AND glass, write
 code number, name, vintage, grape variety and price on the Captain Order.
45.Only take orders when you are authorized to do so and passed the menu
test.
46.Condiments and olive oil and balsamic vinegar (clean and absolutely not
sticky), name of food, description of food to be introduced to customer with Smile.
Check with customer if they have everything ready on the table to enjoy our
food / service with 100% satisfaction. Olive oil to be poured at all times,
balsamic vinegar to be served with approval of guest first.
47.Once the food has been served, guest satisfaction must be checked within 3-
5 minutes of serving. (here discretion is important, and if the guests are in a
business or personal discussion, use clues of body language to determine
satisfaction.
48.All cutlery, chinaware, glass, linen, hollow ware and lacquer ware to be free of
defects and immaculate for all services and buffets.
49.All service trays will have a clean defect free surface, and all drinks will be
served on a clean and dry coaster.
50.Ashtrays to be replaced before any food is served, and whenever there are
TWO cigarette butts present.
51.Place the correct cutlery on the table immediately after you took the order.
Change the cutlery immediately after you have cleared a course.
52.Avoid having your back facing towards guests and service area. Maintain eye
contact with the table at all times.
53.Captain order to be written on note pad but not on the bar table.
54.Don’t hang out together too much; don’t stand at one place all together. Only
2 staff behind the bar. (Bar 1 only 1 staff + 1cashier).
55.Don’t lean against the wall or at the bar, the guest can do, not the staff.
56.Report immediately any problems, shortages or guest comments to supervisor.
Any progress in assigned task to be reported also.
57.Be efficient; do more things at the same time don’t go to the table to much,
we disturb the guest every time when we go to the table. E.g. Clear glasses and
change ashtray at one time.
58.Petit fours to be offered to all tables, and at dinner complimentary specialty
amuse buche will be offered.
59.All bar tables will upon seating receive complimentary Nuts and Raisin Mix.
60.All plants & flowers to be watered on appropriate schedule. Ensure all look fresh.
61.Clay pots to have fresh flower petals and floating candle. Floating candle to
be used only for clay pot.
62.Candles in clay pots and at the bar lighted in the evening time at all
times.
63.Toothpicks to be on table and take out cover of toothpick holder after dinner
automatically.
64.Plates to be changed when necessary. Please do not keep dirty plate for next
course.
65.Breaks to be staggered, and ensure the floor is always adequately manned.
Thorough washing with soap & water after any eating, smoking or
restroom breaks.
66.Don’t put spoons, straws, etc. in your mouth in front of our guests.
67.Don’t put fingers in your noise, ears, mouth in front of guests.
68.Don’t ask guest if they have finished their meal, but ask:” Can I take you
plate?” or “May I clear?”
69.Ask some colleagues to clear a big table together, so it is done as quick as
possible and the guest don’t get disturb too much.
70.Serve from the right side and clear as well from the right side. If you serve
from a plate, from the left.
71.Really regular guests are still GUESTS and needed to be treated and
approached as guests.
72.Maintain work areas & equipment in immaculate condition; report any defects
maintenance or cleaning tasks to supervisor.
73.Always guide guests when asked for directions, rather than just point.
74.All room set up, side work and cleaning tasks to be completed on time.
75.Store room to be clean and kept tidy at all the time and locked after use. Need
to be easy to put in and take out following FIFO (First in, first out) rule.
76.Report any breakage in the breakage report.
77.Be familiar with information of the restaurant; as telephone and fax
numbers, addresses, email addresses, driving instructions, opening times, menus,
promotions.
78.Be familiar with all restaurant specials and promotions, in order to inform our
guests.
79.Do your utmost to ensure our guests are more than satisfied, and in the case of
any complaints (including staff comments) please submit in written form (guest
incident action form to ensure your supervisor & the management follows up at
once. Please ensure that defect form, Quality form, GIA form and
suggestion forms are available in all areas for staff to use.
80.Napkins to be kept separately according to the each use.
81.Cleaning & maintaining of work area is the responsibility of all vine
employees. All restaurant staff meals to be taken before service time in
rotation and scheduled and to be on the floor during service time.
82.Breaks to be staggered, and ensure the restaurant and bar is always adequately
manned during operation hours. Thorough washing with soap & water after any
eating, smoking or restroom breaks.
83.All bar tables from 5:00 pm will upon seating receive complimentary salted bar
snack and the kitchen will be responsible for some preparation and the transfers.
The snacks change everyday.
84.Delivery men should wear a helmet. Whenever other staff is delivering order, a
helmet is available at the bar.
85.Ashtrays should be changed with another ashtray on top of the dirty ashtray; to
avoid the ash is blowing out of the ashtray into the food and drinks.
86.A/Cs in the restaurant should be turned on at all times. Temperature should not
exceed 20°C. If a guest asks to turn it off, please turn it on immediately when
they leave. Jackets and scarves are available in case guests feel cold.
87.Candles on the tables should have a ribbon.
88.Placemats and napkin rings on the table should have the same colour.
89.The door of the elevator at Bar 2 should be closed after use, in order to avoid
hot air and noise from the kitchen bothering our guests.
90.The area around the elevator should be kept clean and tidy at all times.
91.Whenever taking food from the elevator, turn off the power.
92.Take out pepper and salt after the main course, before serving dessert.
93.Offer guests who take oysters or other food what can be eaten with the hands,
cold towels.
94.If guests share a dish, for all the guests a plate in placed on the table and the food
 is served for them.
95.When finishing the night shift, all candles should be blown out, fans and lights
switched off.
96.When finishing the night shift, after using the glasses washing machine, take
out the stop and let the water flow away. The morning shift can turn on the
machine and start washing with clean water.
97.Trays should be washed after each shift with hot water and soap.
98.Peanut holder to be washed in the washing machine after night shift.
99.Maintain and update Vine Group customer databases. Business cards from
guests to be given to manager for updating the file.
100.Keep the canteen, desks, files and book shelves in a tidy and clean condition.
101.Computer files are kept updated.

Wine Service/Bar
102.All fruit juices and cocktails should have nice and attractive decoration.
103.Take out the retail price whenever showing a bottle of wine to guests at a
table.
104.Wine by bottle to be serviced with drop stop, wine silver tray and napkin.
105.Water, wine and drink replenishment must be offered when the glass is ¾’s
empty. Ask for permission first.
106.Serve the wine before you serve the food.
107.Bartender is responsible for cleaning the bar and leaving the bar behind in a
tidy and clean way, so the next shift doesn’t have to start with cleaning and
clearing the mess. Cleaning means with water and soap.
108.When decanting a wine, use a candle to see the sediment to avoid entering
the decanter.
109.After decanting, leave the empty bottle at the table for the reference of the
guest.
110.Cookies to be served with coffee and tea, cold milk with black teas, hot milk
with coffee, cold water with espresso and macchiato.

Bills & fare well

111.The check should be brought to the table AFTER the guest has asked for
it.
112.In the wooden box must be the check, enough candies for all guests at the
table and a guest comment card.
113.After receiving comment card, hand over to supervisor or manager.
114.Guest comment card to be handed in to customer. Try to get as much
comments as possible.
115.Always check around table after customer leave to avoid lost and found
items.
116.Reset tables as soon as possible. Never leave table dirty plates and
cutleries. Place the chairs in order. Make the cushion fluffy again and take
out the bread crumbs.
117.Be familiar with the credit cards accepted by the restaurant.
118.Be familiar with discount procedures.
119.Ask the guest upon leaving if a taxi should be called. Called taxis should be
noted in the taxi log book.
120.Thank the guest for coming and always use the name.
Functions
121.Maintain all service basics.
122.Be an ambassador for our company, Talk always in a positive way. Try to gain
future business.
123.For outside catering, leave in time. Make sure you arrive in time at the
location.
124.Equipment to be ready one day ahead.
125.All glasses to be polished and transported in boxes. Check all glasses again the
location.
126.Banquet buffet presentation ready 1/3 hour before specified time. – Follow duty
check list.
127.Supervisor or person in charge of function to do briefing and instruct all staff.
128.Casual staff available whenever the restaurant cannot provide enough.
129.All buffets to be physically attended to by a kitchen staff and service staff.
130.All items to be return back to right place after the function and glasses to
be cleaned.

Kids
131.Toys, crayons and colouring paper should be offered for tables with kids.
132.Check the basket with toys after dinner if it is clean and there are no food
remains left in the basket.
133.The baby chair is available for small children. Check always if the chair is clean.
After dinner put back the chair in the store and clean thoroughly.

Retail
134.All items on wine, drink lists and menus to be available. Any shortages or
difficulties please report immediately to Manager or Supervisor. Maintain par levels
and order in advance of running out.
135.All retail wines and items to be priced with a price sticker in US Dollars.
136.Ensure all price lists are correct, and in adequate supply, as well as
communicated accurately to the correct people.
137.Whenever bottles with damaged labels and no labels at all are found, let the
supervisor or restaurant manager know. These bottles can be placed in the
Discount Basket and be sold with discount.
138.Whenever receiving wines from the store, check the quantity, quality and
bar codes on the bottle. Check if the code is correct. If there is anything wrong,
send back to the store.
6- RECORD

All record should be kept within one year.

7- ATTACHMENT
No attachments

Prepared by: Approved by;