MaKõ Waiters/Waitresses Manual
THE BASICS
1. Punctuality: Arrive on time, dressed and ready at the beginning of your shift. This is NOT
about arrival in the compound but on the floor.
2. Uniform: Wear the designated uniform, which includes buttoned shirts, clean shoes, and no
clothing with holes. Ensure shirts, pants, and aprons are clean and pressed. Avoid colorful
hair, belts, watches, accessories, long nails, and ungroomed facial hair.
3. Grooming: Maintain proper grooming, including facial hair, accessories, nails, smell, and
breath.
4. Smile: Always wear a smile.
5. Briefing: Attend the daily briefing before starting your shift.
SERVICE STEPS
Service steps includes the following elements; Welcoming Guests, Taking Orders, Service Sequence,
Saying Goodbye and After Service.
1. Welcoming Guests
a. Guest Information: Before guests arrive, obtain their names and any special requests from
the host, including occasion and preferences (such as allergies, previous issues, or favourites).
If a guest is a member, check with the bottle room if they have any opened bottles.
b. Greeting: When guests arrive, greet them using their name, introduce yourself, and present
the food, cocktail, and wine menus. Notify managers if guests appear frustrated.
c. First Order: As soon as guest is settled ask them if they would like a drink while they look at
the menu. If you are aware of the guest usual drink preference you should ask as follows:
“Would you like your usual, Gin Basil to?”
2. Taking Orders
a. Drink Orders: Return to inquire about drink orders, if order wasn’t placed immediately.
Offer assistance with selections or menu explanations, especially for first-time guests. Present
specials and offer bartender assistance for detailed drink inquiries.
b. Food Orders: Take food orders confidently. Mention suggestions like specials or Shisha if
appropriate. Confirm orders and ensure to repeat them accurately. Take food orders with
confidence and inquire about allergies. Pay attention to guest preferences and inform
managers to update guest profiles if necessary.
c. Accuracy: Avoid providing inaccurate information. If uncertain, inform guests that you will
confirm and provide accurate details.
d. Upselling: Understand your guests to better serve or help select items, which also aids in
upselling.
3. Service Sequence
a. Drink Service
Confirm the drink being passed. Serve drinks only when guests are seated or can be found and
notified of their arrival. Ensure complimentary shots or snacks are provided as per
management instructions.
Drink Refills: Keep drinks filled and upsell based on guest orders. Server should immediately
ask for refill as soon as the drink has approximately 3 sips left.
b. Order Coordination: Monitor orders and coordinate with the kitchen to ensure timely
delivery. Take responsibility for knowing when to serve each course.
c. Unseated Guests: Inform unseated guests that food will be served shortly before delivering
the order.
d. Starter Service: Serve starters promptly, introducing each item. For large tables, ensure
appropriate serving utensils and side plates are provided. Clear unused dishes promptly and
notify managers of any issues.
e. Table Setting
a. Plate Clearing: Clear plates, utensils, and empty glasses promptly. Clear starter
plates and utensils once guests have finished. Set tables for the main course, provide
fresh cutlery as needed. Including replacing napkins and ashtrays as needed.
b. Cleanliness: Continuously monitor the dining area for cleanliness and address any
spills or messes promptly.
c. Proximity: Maintain proximity to the table without hovering or interrupting
conversations. Avoid watching guests eat. Be attentive without being impolite. This
is achieved by maintain line of sight. Proactively offer assistance, such as refilling
drinks or providing additional condiments.
f. Dessert Service: Recommend desserts, coffee, tea, and digestifs as appropriate. Set tables for
dessert service.
4. Saying Goodbye
a. Bill Request: Wait for guests to request the bill.
b. Bill Presentation: Check for any mistakes before presenting the bill. Avoid making guests
wait long for their bills and ensure accuracy.
c. Payment Verification: Verify payment method, confirming with a manager for transfers or
currency exchange.
d. Transaction Completion: Complete transactions, express gratitude, and invite guests to
return.
e. Table Clearing: Clear tables promptly after guests depart and prepare for the next service.
5. After Service
These tasks should be handled by door or parking staff:
Offer assistance with umbrellas in case of rain.
Offer assistance with take-away items, ensuring guests are satisfied with their experience
before they leave.
Ensure waiters focus on preparing the table for the next guests and keeping an eye on service.
Service Considerations
a. Menu Recommendations: Provide recommendations for menu items based on guest
preferences and dietary restrictions.
b. Personalized Service: Offer personalized touches, such as remembering guest preferences or
special occasions, to enhance their dining experience.
c. Kitchen Communication: Communicate effectively with kitchen staff to ensure orders are
prepared accurately and delivered in a timely manner.
d. Complaint Handling: Handle guest complaints or concerns professionally and promptly,
seeking assistance from supervisors or managers when necessary.
e. Guest Engagement: Engage with guests in a friendly and respectful manner, building rapport
and creating a welcoming atmosphere.
f. Professional Development: Continuously seek opportunities for improvement and
professional development, such as attending training sessions or seeking feedback from
supervisors.
g. Teamwork: Remember, there is no "I" in TEAM. Support each other and pick up the slack if
a colleague is struggling.
