Squence of Service [PDF]

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FOOD & BEVERAGE



SQUENCE OF SERVICE PENYUSUN :



Luh Putu Rastiti Puspita Dewi, S.Pd



KATA PENGANTAR Puji syukur penulis panjatkan kepada Tuhan Yang Maha Kuasa, karena kasih dan pertolongan_Nya sehingga penulis dapat menyelesaikan modul ini. Modul ini merupakan salah satu bentuk bahan ajar yang dibuat untuk digunakan oleh guru dan siswa dalam proses belajar mengajar terkait Vokasi Pariwisata F&B Service di kelas X. Adapun judul yang diangkat pada modul ini adalah Squence of Service. Modul Tahapan Pelayanan di Restoran dalamnya mencakup materi tentang konsep squence of service,tahapan squence of service, expression language and conversation of squence of servic .Adanya modul ini diharapkan dapat membantu guru dan siswa dalam upaya tercapinya CP (Capaian Pembelejaran) dan kopetensi lulusan yang telah ditetapkan oleh sekolah. Penulis menyadari bahwa penulisan ini belum sempurna, untuk itu diharapkan masukan dari pembaca/pengguna modul ini.







Salam hormat, Penulis



RASTITI i



DAFTAR ISI KATA PENGANTAR (HAL i ) DAFTAR ISI (HAL ii ) BAB 1 ( HAL 1 ) INTRODUCTION ( HAL 1 ) DESCRIPTION ( HAL 1 ) KOMPETENSI AWAL ( HAL 1 ) PROFIL PELAJAR DASAR ( HAL 1 ) KOMPETENSI DASAR ( HAL 1 ) TUJUAN AKHIR ( HAL 1 ) BAB 2 ( HAL 2) LEARNING METHOD ( HAL 2) ACTIVITY 1 ( HAL 2) CAPAIAN PEMBELAJARAN ( HAL 2) MATERIAL ( HAL 2) URAIAN MATERI ( HAL 2) KONSEP SQUENCE OF SERVICE ( HAL 2) TAHAPAN SQUENCE OF SERVICE ( HAL 3) LANGKAH-LANGKAH SQUENCE OF SERVICE ( HAL 4) TUGAS ( HAL 8) FORMATIVE TEST ( HAL 9) ACTIVITY 2 ( HAL 11) CAPAIAN PEMBELAJARAN ( HAL 11) MATERI ( HAL 11) HOW TO COMMUNICATE WITH GUEST ( HAL 11) TUGAS ( HAL 15) DAFTAR PUSTAKA ( HAL 16)



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SEQUENCE OF SERVICE



BAB 1 INTRODUCTION 1. DESCRIPTION Modul ini di tujukan untuk seluruh siswa kelas X dibidang vokasi pariwisata F&B Service. Modul ini terdiri dari 3 kegiatan belajar membahas tentang Sequence of Service. Modul ini memiliki tujuan kemampuan dalam menerapkan Sequence of Service.Kegiatan belajar bisa dilakukan secara online dan offline secara bertahap sampai selesai.



2. KOMPETENSI AWAL



inggris 1.Peserta didik telah mengetahui secara sederhana tata bahasa 2. Peserta didik telah mengetahui secara sederhana section F&B service 3. Peserta didik telah mengetahui fitur kebahasaan bahasa inggris 2. PROFIL PELAJAR PANCASARILA



Ø Berkebinekaan Global : Bekerja sama,saling menghargai dan memiliki komunikasi yang baik dalam mencari informasi lebih tentang materi yang diberikan dalam grup. Ø Mandiri : Melakukan proses brainstorming pada kegiatan awal pembelajaran Ø Kreatif : Membuat percakapan sederhana mengenai sequence of service dengan menggunakan kalimat sendiri.



4. KOMPETENSI DASAR 1. Menerapkan Squence of Service 2. Berkomunikasi dengan pelanggan dan kolega mengenai hal-hal yang berkaitan dengan kegiatan dasar dan sehari-hari ditempat kerja serta kegiatan pelayanan pelanggan.



5. TUJUAN AKHIR 1. Menjelaskan konsep dasar Squence of Service 2. Memaparkan Langkah-langkah Squence of Service 3. Menggunakan Expression Language di Squence of Service 4. Menerapkan Squence of Service



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SEQUENCE OF SERVICE



BAB 2 BASIC OF SQUENCE OF SERVICE A. ACTIVITY 1 1. CAPAIAN PEMBELAJARAN



Setelah mengikuti pembelajaran siswa diharapkan mampu menganalisis basic of squence of service



2. MATERIAL 1. 2. 3.



Pengertian Sequence of Service Prinsip Dasar Squene of Service Tahapan Sequence of Service







3. URAIAN MATERI A. KONSEP DASAR SQUENCE OF SERVICE 1. Pengertian Sequence of Service Sequence of service restoran adalah tata urutan dalam melayani tamu yang dilakukan oleh seorang waiter / waiteress meliputi pelayanan sejak tamu datang ke restoran sampai ia selesai dan meninggalkan tempat. Dalam sequences of service ini dibutuhkan kerjasama antar sesama staff sehingga dapat memberikan pelayanan yang maksimal.



2. Prinsip Dasar Squence of Service 1. S mile for everyone Ketika kita bertemu dengan tamu wajib senyum 2. E xcellent in everything we do : Ketika kita melakukan sesuatu harus dengan profesional 3. R eaching out to every guest with hospitality : Ketika kita berinteraksi dengan tamu harus selalu bersikap Ramah 4. V iewing every guest as special : Kita harus memposisikan tamu dengen spesial 5. I inviting guest to return Selalu mengingatkan tamu untuk datang kembali 6. C reating a warm atsmosphere Menciptakan suasana yang nyaman dan hangat kepada tamu 7. E ye contact that shows we are Ketika berbicara dengan tamu harus melakukan eye contact yang benar / bertatapan saat berkomunikasi



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SEQUENCE OF SERVICE B. TAHAPAN SQUENCE OF SERVICE



1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.



Greeting or Welcoming Guest Asking the Reservation & Pax Escorting the guest Seating the guest Unfolding the guest napkin Pouring Ice water Offering Aperitif drink Presenting Menu Taking Order Repeating Order Distributing Captain Order Slip Adjusting Cover Serving Bread & Butter Serving Beverage Serving Food Clearing Up Crumbing Down Adjusting Cover Equipment for Dessert Serving Dessert Clearing Up Billing Farewell to the guest 3



SEQUENCE OF SERVICE LANGKAH -LANGKAH SQUENCE OF SERVICE (D.Prasetya,2014) 1.Greeting and Welcoming Guest Greeting to the guest based on time. Identity Restaurant nad waiter/waitress name 2. Asking the Reservation & Pax : Greeter / Waiter/ Waitress have to ask about the reservation & pax. If the guest has reservation ask for the guest’s name and guide the guest to the reserved table. If no, offer choice of seating. 3. Escorting the guest Greeter / Waiter/ Waitress is escorting the guest to the table. 4. Seating the guest Greeter / Waiter/ Waitress invite the guest to take a sit. Table setting are adjusted to the number of guest. 5. Unfolding the guest napkin Greeter / Waiter/ Waitress s unfolding the guest napkin. 6. Pouring Ice water Waiter/ Waitress is pouring ice water to the each water goblet. Move around the table and serve every guest from him right side with your right hand when possible. 7.Offering Aperitif drink Waiter is offering aperitif drink. Restaurant must have non-alcoholic option. 8. Presenting Menu All Beverage menu should be clean and in good condition. Menu should be at least 2/3 languages. Menu must be presented to guest opened. Present menu in the guest table and open the first page.



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SEQUENCE OF SERVICE 9. Taking Order Staff should have a warm smile and polite attitude. Approach guest table within 10 seconds whenever they need to order. Always prepare a note pad and a pen. Offer recommendation. You can say: “Are you ready to order sir and madam?” 10. Repeating Order Waiter must repeat the guest order. Don’t forget to confirm about the order to the guest. Inform guest the expected service time. 11. Distributing Captain Order Slip Waiter is distributing Captain Order Slip to Kitchen, Bar, and Cashier. 12. Adjusting Cover Waiter is adjusting the cover equipment based on total pax and guest order. 13. Serving Bread & Butter Waiter is serving Bread & Butter to the guest from left side. 14. Serving Beverage Make sure the beverage are made as ordered. Serve beverage to the guest. Always serve ladies first. Avoid reaching across guests. Move around the table and serve every guest from him right side with your right hand when possible. Repeat the name of the drink and any special requests as you serve each drink to ensure that it is correct.



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SEQUENCE OF SERVICE 15. Serving Food Make sure the food are made as ordered. Serve food to the guest. Always serve ladies first. Avoid reaching across guests. Move around the table and serve every guest from him right side with your right hand when possible. Repeat the name of the food and any special requests as you serve each food to ensure that it is correct. Leave the table by saying: “Enjoy your meal” or “Enjoy your food”. 16. Clearing Up Wait to clear glasses and plates until more than one guest at a table is finished, so guests who are still eating or drinking do not feel rushed After all guests have finished their main course, all plates, cutlery and side dishes related to the dish must be removed. If the item is served from the right, it must be removed the right. Of course, if the guest is not easily reachable from that side, one shall collect the items from the other side. After the last course, but before the dessert, all plates, cutlery, condiments. Bread & butter are cleaned from the table and any crumbs are removed. 17. Crumbing Down The waiter approaches the guest from the left hand side. The waiter should be holding the crumber on top of a small silver platter in his left hand. It is important that during this action you do not disturb the guest on the table. The crumbing down of the table must be done within no longer than five minutes of after the clearing of the mains. 18. Adjusting Cover Equipment for Dessert Waiter is adjusting the cover equipment dessert based on total pax and guest order.



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SEQUENCE OF SERVICE 19. Serving Dessert Make sure the dessert are made as ordered. Serve dessert to the guest. Always serve ladies first. Avoid reaching across guests. Move around the table and serve every guest from him right side with your right hand when possible. Repeat the name of the dessert and any special requests as you serve each dessert to ensure that it is correct. 20. Clearing Up Wait to clear glasses and plates until more than one guest at a table is finished, so guests who are still eating or drinking do not feel rushed. After all guests have finished their dessert, all plates, cutlery and side dishes related to the dish must be removed. If the item is served from the right, it must be removed the right. Of course, if the guest is not easily reachable from that side, one shall collect the items from the other side. After the dessert, all plates, cutlery, condiments are cleaned from the table and any crumbs are removed.



21. Billing Ensure the bill is accurate, always double check the bill before presenting it to the guest. Always count guest’s money infront of guest. Thank the guest and process quickly. 22. Farewell to the guest Thank the guest by name and bid farewell to all members of the party. Help customers leave their table. When assisting the guest, ensure ladies first. Always says: “Hope to see you again.” or “Please come again soon.” Table should be reset immediately.



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SEQUENCE OF SERVICE



TASK 1. PLEASE MAKE SUMMARY ABOUT THE PRINCIPLES AND METHODS OF THE SEQUENCE OF SERVICE !



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SEQUENCE OF SERVICE



FORMATIVE TEST Kerjakanlah dan pilihlah soal dibawah ni dengan baik dan benar !!



1. Urutan melayani pesanan makanan dan minuman di restoran sesuai dengan menu yang dipilih dengan menggunakan teknik-teknik pelayanan sehingga tamu merasa puas dan berkesan untuk ingin datang kembali adalah pengertian dari? A. Table Setup B. Table Manner C. Self Service D. Gueridon Service E. sequence of service



. 2. Pada prinsip dasar service yang pertama kali dilakukan oleh server dalam melayani tamu adalah? A. Pouring ice water B. Laying Napkin C. Greeting the guest D. Escorting E. Presenting the menu



. 3. Dalam melayani tamu pada jamuan makan menggunakan Table D'hote menu yang benar crumbing down dilakukan setelah... A. Laying napkin B. Taking order C. Pouring ice water D. Clear Up E. Escorting



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SEQUENCE OF SERVICE



4. Salah satu tipe pelayanan dasar di ruang makan dimana hidangan secara lengkap di hidangkan mulai appetizer hingga dessert, ditata, di atur rapi di atas meja panjang, tamu bebas memilih sesuai selera adalah ? A. american service B. russian service C. family service D. self service E. buffet service



5. Sebagai tempat penyimpanan alat-alat yang diperlukan pada waktu service dan ntuk mempermudah pekerjaan waiter adalah fungsi dari? A. tray B. side board C. ashtray D. equipment E. bar counter



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SEQUENCE OF SERVICE B. ACTIVITY 2 1. CAPAIAN PEMBELAJARAN Setelah mengikuti pembelajaran siswa diharapkan mampu berkomunikasi dengan tamu di restaurant menggunakan bahasa Inggris !



2. MATERIAL



1. How to communicate with the guest in the restaurant using English language ? HOW TO COMMUNICATE WITH THE GUEST IN RESTAURANT ?



SQUENCE OF SERVICE



EXPRESSION LANGUAGE



GREETING/ WELCOMING GUEST



1. Hi, Hello !! 2. Good Morning/Afternoon/Evening 3. How Are You ? 4. Welcome to Candimas Restaurant..... 5. I am Rastiti as a Waitress here ... May I assist You ? 6. How I Can Help You ??



1.



Checking Reservation



1. Do you have a reservation before ? 2. Wait a moment please , Iwill chech your resrvation



1.



Escorting the guest



1. Your number table is number 3 2. Let's Follow me... 3. Would you follow me, please.



1.



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SEQUENCE OF SERVICE



Seating the Guest



1. Ok mr. jack this is your table, is it comfortable for you? 2. Please be seated !



1.



Unfolding Napkin



1. Excuse me madam/sir may i unfolding your napkin please



1.



Pouring water



1. Excuse me madam/sir may i pouring your ice water please



1.



Presenting Menu



1. Excuse me madam/sir this is the menu here... 2. Would like to explain about menu for this morning… 3. For the appetizer….. 4. for the main course…. 5. And finnaly for the dessert……



1.



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SEQUENCE OF SERVICE



Taking Order



Repeating Order



Distributing Captain Order Slip



1. Are you ready to order now madam/sir? 2. What would you like to order?



1. Alright madam/sir. i would like to repeat your order? 2. For you madam1,1 caesar salad, 1 cream of corn soup….(mentioned the chosen menu until dessert), for you madam2….. (mention the choosen menu), and for you sir…. (mentioned the choosen menu). 3. anything else madam/sir? 4. Alright we will prepare your order and your order will be delivered in fifteen minute. if you need something please call me 1. New order, 2 caesar salad………(mentioned all order)



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1.



SEQUENCE OF SERVICE



Serving Bread & Butter



1. Excuseme,,,,,,,,,



Serving Beverage



1. Have your meal



Serving Food



1. Have your meal



1.



Clearing Up



1. Excuse me, have you done ?



1.



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1.



SEQUENCE OF SERVICE



Crumbing Down



1. Excuse me,,,



Adjusting Cover Equipment for Dessert



1. Excuse me....



Serving Dessert



1. have your meal



Clearing Up



1. excuse me, have you done ?



Billing



Farewell to the guest



1. Excuse me madam/sir this is your bill, it is ( jumlah bill tamu), 2. Please check it first, 3. How would you like to pay it? 4. Please sign here, and write your name .



1. Thank you for your coming to our restaurant, 2. I hope you enjoy your meal today and you come again to our restaurant. 3. Have a nice day.



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1.



1.



1.



1.



SEQUENCE OF SERVICE



TASK 1. PLEASE MAKE GROUPS 1-3 PEOPLE ! 2. MAKE VIDEO CONVERSATION WITH YOUR GROUPS ABOUT SQUENCE OF SERVICE ! 3. 1 PERSON BECOME A WAITER/WAITRESS 4. 2 PEOPLE BECOME A GUEST 5. VIDEO DURATION MIN 3 MINUTES 6. PLEASE UPLOAD IN YOUTUBE, THEN THE LEADER MAKE GOOGLE DRIVE TO ASSIGN THEIR WORK BY LINK !



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SEQUENCE OF SERVICE



DAFTAR PUSTAKA https://www.sederet.com/tutorial/contoh-percakapan-serving-table-di-restoran-dalam-bahasa-inggris https://www.sederet.com/tutorial/contoh-percakapan-serving-table-di-restoran-dalam-bahasa-inggris https://www.sederet.com/tutorial/contoh-percakapan-serving-table-di-restoran-dalam-bahasa-inggris https://anyflip.com/viknw/gxkd/basic http://ilmuhotelku.blogspot.com/2016/07/sequence-of-service-at-restaurant.html



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