15 Golden Rules

Server Standards

  1. Immediate guest acknowledgment: Welcome and seat guests promptly, or acknowledge and advise waiting time if required. Inquire (if not priorly identified) the occasion and appropriately comment on party size.

  2. Refined order guidance: Confidently explain menu, ingredients, and offer recommendations tailored to guest preferences.

  3. Complete & accurate order taking: Capture all details (preferences, dietary needs, accompaniments) without error.

  4. Timely & coordinated service: Orders delivered within expected timeframes, served smoothly and to the correct guest.

  5. Elegant food & beverage presentation: All items served correctly, cleanly, and with refined attention to detail.

  6. Anticipatory table service: Refill, clear, and respond proactively without guests needing to request.

  7. Attentive & personalized engagement: Use guest name where appropriate, adapt to mood, and create a natural connection. Aim to create memorable experiences through storytelling.

  8. Seamless table management: Maintain a clean, organized table through timely clearing, resetting, and flow of service.

Global Standards

  1. Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

  2. Eye contact: Maintain natural, confident eye contact to show presence and respect.

  3. Smile and say “bom dia”: this is our meaningful warm interaction towards all.

  4. Body language: Upright posture, calm movements, and composed, confident presence at all times.

  5. Interaction/Engage with guests: identify golden nuggets and gather feedback.

  6. Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

  7. Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”