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STEP 0 – PREPARATION
6 THINGS TO KNOW BEFORE YOU START YOUR SHIFT
> Know the name of every guest
> Know today’s activity of the guests you will serve
> Know the name of herb of the day
> Know the info for herb of the day
> Know the morning cocktail of the day
> Know Chef’s Jiwa breakfast special of the day
3 THINGS TO PREPARE WHILE WAITING FOR THE GUEST
>Have your Notepad & Black Pen
> Prepare Good Morning Leafs
** As many as rooms occupied
READ DGR DAILY
BEFORE YOU COME TO WORK
GUESTS ARRIVING | TAKING ACTION WITH 2 WAITERS
WAITER 1
>Waiter 1 – will guide guest to the table
> Waiter 1 – will take the water order and the coffee order
> Waiter 1 – will install the cutlery
> Waiter 1 – is training to be Waiter 2 soon
WAITER 2 / SENIOR
> Waiter 2 – Will come to the table with napkin roll and iPads on waiter tray
> Waiter 2 – Will explain the herb of the day and install the napkin**Waiter 2 – guarantees a smooth service and takes waiter tray, iPads, napkin while waiter 1 guides guest to table
STEP 1 | WAITER 1
WELCOME RITUAL
– ALL BELOW WITH EMPTY HANDS –
1.- WELCOME AND GREET THE GUESTS BY WAITER 1
Good Morning / Selamat Pagi Mr./Mrs. XXX
> How was your sleep?
2. – INTRODUCE YOURSELF FIRST MEET
>My name is xxx, I am glad to assist you for your breakfast
**2nd serving to guests, no need to introduce to guest
SECOND DAY OR NEXT DAY MORNING SERVING
> Happy to see you again!
> How are you today?
3. – GUIDE THE GUESTS
> Where would you like to be seated?
> At one of our tables at La Terrazza?
> Our for more privacy and a fresh ocean breeze, we do have our Seaside Table
*Guide guests till seated
*Make cushions comfy while guest sitting down, give love & care
STEP 2 | WAITER 1
RECORD WATER & COFFEE / TEA ORDER
COFFEE CUP UPSIDE DOWN (NOT ON THE COASTER)
>May I serve you some ice water or detox water this morning?
> Our detox water for today is ….
> Would you like to have the detox water with ice?
> Would you like to have some coffee / tea to start?
LOMBOK COFFEE – MACCHIATO – CAPPUCCINO – CAFFÉ LATTE – ESPRESSO – LOMBOK FRESH LIME TEA – LOMBOK FRESH MINT TEA FROM OUR GARDENS – ORGANIC JASMIN TEA – ORGANIC GINGER TEA – ORGANIC LEMONGRASS TEA – CHAMOMILE TEA – MOROCCAN MINT TEA- ENGLISH BREAKFAST TEA – EARL GREY TEA – ORGANIC JASMIN TEA – ORGANIC GINGER TEA – ORGANIC LEMONGRASS TEA
I WILL
BE
BACK SOON
STEP 3 | WAITER 1
3 x QUICK ACTION & SERVICE
1/ ORDER WATER
2/ ORDER HOT BEVERAGE
3/ ORDER FRUIT PLATTER
** Even if no guest order yet
STEP 4 | WAITER 2 WELCOME
TO BRING
> Waiter Tray
> Napkins with Herb
> Cutlery for fruit
(with 2 iPads in case seaside Table)
> Good Morning / Selamat Pagi
> Mr./Mrs. XXX
> How are you today?
> My name is x
> Welcome to The Lombok Lodge (first morning of stay / first meet)
> Welcome (back) to our Restaurant (2nd and later days)
STEP 5 | WAITER 2
INSTALL THE NAPKIN ON THE WOODEN UNDERLINER
INSTALL THE CUTLERY FOR FRUITPLATTER
** Do not open yet
EXPLAIN ABOUT THE QR CODE
As a part of our sustainability program, we work paperless, to help saving the planet
> Feel free to scan the menu or I have the menu here for you
GIVE ONE IPAD PER GUEST
STEP 6 | WAITER 2
>Allow me to explain our breakfast menu to you
> Our – Breakfast includes:
> One Fruit Platter per person with today’s selection of tropical fruits
> Chef Jiwa’s selection of home-made pastries and/or toasts
** No need to mention SOURDOUGH HERE
> For the drinks we have
> A fresh juice or morning cocktail of your choice
> and a coffee or tea of choice
** COME CLOSER TO THE GUEST TO SEE THE SCREEN
SHOW THE 4 DIFFERENT MENUS
For the main course, you can choose
> One Dish from our Healthy Power Breakfast
> OR One of our Famous Smoothie Bowls
> OR One of our Sourdough Specials
> OR One of our Royal Breakfast Dishes like Nasi Goreng, Pancakes
> Take your time to check our menu
STEP 7 | WAITER 2
INSTALL THE NAPKINS
EXPLAIN THE HERB OF THE DAY
I WILL
BE
BACK SOON
STEP 8 | WAITER 1
WATER SERVING
> SERVE THE WATER OF CHOICE
> Enjoy your (Detox) Water
STEP 9 | WAITER 2
TAKE THE ORDER
> Are you ready to order?
COME TO THE GUEST WITH NOTEPAD & PENCIL
Record the order per person
** If bread basket Order
> Would you like to have brown or white sourdough for your bread?
** In case guests ask particular for toast,
> We have brown or white sourdough toasted or we have white toast bread toasted
Unfortunately we do not have brown toast bread
NEVER RECORD ORDER – WITHOUT NOTEPAD
MAY I REPEAT YOUR ORDER PLEASE?
*ALWAYS REPEAT the order
*SHARE THE CORRECT ORDER TO KITCHEN
*TAKE PICTURE OF NOTEPAD ORDER & UPLOAD WA GUESTS ORDERS
STEP 10 | BY WAITER 1
SERVE HOT DRINK PREFERENCE
TEA SERVING
> Would you like some of our Lombok Liquid Gold for your honey – home made at our Bee farm and little bit more sour.
> Or do you prefer the sweet honey from factory?
STEP 11 | BY WAITER 1
FRUIT PLATTER SERVING
* After cutlery installation by waiter 1
*FRUIT PLATTER AUTOMATICLY TO BE SERVED
* Fruit platter as first serving, no longer to serve together with Bread Basket
*EMPTY SET-UP PLATES
>For your fruit platter today we have watermelon, pineapple, snake fruit, …
> Enjoy your Fruit Platter
SOCIAL TALK
>What’s your favorite Lombok Fruit?
>Which fruit you like most?
STEP 12 | BY WAITER 1
PCS SET UP
CUTLERY FOR MAIN COURSE INSTALLATION
SERVE SALT, ORGANIC BLACK PEPPER &ROCK SALT
INSTALL ON TABLE AND EXPLAIN
Rock Salt, Lombok Chili and Organic Black Pepper from the Organic Gardens
> Did you visited our new villas already?
** Skip PCS serving in case only smoothy bowl / only fruit
INSTALL STANDARD CUTLERY
Depending on the order
> Instal cutlery with Love & care
> Only knife, Fork
REMINDER: WOODEN COCO SPOON IN CASE SMOOTHIE BOWL
** NOT FOR GRANOLA – ONLY FOR SMOOTHIE BOWL
SOCIAL TALK
> How was your waterfall trip yesterday?
> Did you visit our Bagno Di Gili already
> Do you know the meaning our logo?
STEP 13 | BY WAITER 1
JUICE OF CHOICE TO SERVE
JUICE OF CHOICE – MORNING COCKTAIL OF THE DAY TO SERVE
STEP 14 | BY WAITER 1
BREAD BASKET & JAM- BUTTER TO SERVE
BREAD BASKET &TONGUE TO SERVE AFTER FRUIT PLATTER SERVICE
Box In the same direction as the lines of the table
> To explain the pastries inside
> Our home made pastries today are** Set-up plates can be used for the bread and will be ready at corner of table
JAM & BUTTER STAND TO SERVE
** Together with bread basket
> Our home made jam of the day are strawberry and pineapple jam
STEP 15 | WAITER 2
MAIN BREAKFAST FOOD SERVICES
SERVE MAIN COURSE
** Check the table before serving and make space
** Clear up Fruit Platter Plate / Dirty bread plates
> For your breakfast main course today, for Mr. x …, for Mrs. xxx
> Enjoy
> Is there anything else that I can assist you with for now?
STEP 17 | CLEAN UP
Have you finished?
> How was your breakfast?> Enjoy your day!
> Enjoy your (Waterfall / Gili) program today …
STEP 18 | CLEAN UP
CLEAN THE TABLE IMMEDIATELY AFTER GUEST HAVE LEFT
> Make table 100% Empty
> Use anti septic spray & Lap for table top
> Use anti septic spray & Lap for every wooden item
**Including black wooden stand** Clean up asap, do not keep the table dirty longer than required
** Set-up BREAKFAST / LUNCH TABLE again for atmosphere of restaurant
GARDEN FRESHNESS OF THE DAY
MONDAY – Organic Green OR Garden Freshness of the Day
ENGLISH: LEMONGRASS
BAHASA: SERAI
Helps protect the body (antioxidant) against blood sugar and cholesterol
At home we use Serai in jamu and as well to keep insect away
TUESDAY – Organic Green OR Garden Freshness of the Day
ENGLISH: MINT
BAHASA: DAUN MINT
> Mint helps you feel calm, good to prevent stress.
> Most of the time, we do not need it in Lombok
WEDNESDAY – Organic Green OR Garden Freshness of the Day
BAHASA: Daun Sager
ENGLISH: Sweet Leaf
> In Lombok traditions given to new mothers to support recovery
It’s eaten as vegetable or drinked as tea, or as soup
THURSDAY – – Organic Green OR Garden Freshness of the Day
ENGLISH: Moringa / Lombok Matcha
BAHASA: Daun Kelor
> Lombok Local superfood in villages. Very healthy
> Have you tried our Lombok Matcha already? Maybe tomorrow?
FRIDAY – Organic Green OR Garden Freshness of the Day
ENGLISH: Jasmine
BAHASA: Melati
> We eat in Lombok for better heart health and of course we drink in the Jasmine Jamu or Tea
SATURDAY – Organic Green OR Garden Freshness of the Day
ENGLISH: Crab Claw Herb
BAHASA: Sirih Cina
> We use it in Lombok as a vegetable like spinach and good for skin glow
SUNDAY – Organic Green OR Garden Freshness of the Day
ENGLISH: BASIL
BAHASA: KEMANGI
> Very famous in Lombok and eaten as lalapan (fresh herb side), and in traditional cooking
(famous dish with kemangi as ingredients is Ayam Woku or Ayam rica-rica)
USEFUL BREAKFAST WORDING
BEFORE COLLECTING PLATES
> How was your Nasi Goreng? How was your?
EYE FOR DETAIL
EXCELLENCE IS NOT AN ACCIDENT
CHECK GLASSES / CUPS GUEST
Refill WATER OF CHOICE
** FOCUS: Do not refill icewater in DETOX Water> No empty glasses on the table
> Make sure the water glass always full> Would you like to have some more ice?
> Would you like to have another coffee?
POWERFULL SENTENCES AT TLLH
> Welcome in Lombok
> Welcome at the lombok lodge boutique hotel
> Welcome at lombok private villa estate
> Thank you for choosing the Lombok Lodge Hospitality
> How are you today?
> How are you feeling today?
> How is your day so far?
Good Morning
5am – 12h
Good Afternoon
between 12h and 5pm
Good Evening
between 5pm and 9pm
Good Night
when guests go to the room after dinner
Not sure? Not clear?
> Allow me to check with my supervisor, Mr. / Mrs.
After guests say thank you for your service
> It’s my pleasure to serve you, Mr. / Mrs.
After you offered service
> Is there anything else that i can do for you?
Any input, comments, suggestions from the guest
> Thank you, we appreciate your feedback, Mr. / Mrs.
I will share your input with my supervisor
Close to departure
> We are looking forward to have you again as our guests, Mr. / Mrs.
IS THERE ANYTHING ELSE THAT I CAN DO FOR YOU?
NOT TO FORGET TO SET-UP FOR BREAKFAST
SET-UP REMINDERS
> (Mini) bread plate
> (Empty) Fruit platter on wooden underliner
> (Empty) Fruit platter in Middle of the wood
> (Empty) Fruit platter – 2 Fingers from the end of the wood
** No Bread Knife on Bread tray
AESTHETIC REMINDERS
> All cushions upright / corners UP
> Al Padies Fresh
> 3 x QR Wood on table
> All wood fresh looking
CLEANLINESS REMINDERS
100% CLEAN WAITER TRAY
> Waiter Tray Cover not broken
** No thread hanging under
> 100% CLEAN IPAD
** No fingerprints on hotel iPad
SERVICE REMINDERS
> AVOID POOL TOWELS IN RESTAURANT
* Keep sofa’s dry
IN CHARGE AS WAITER
= Always notepad + pen + opener with you> ICEWATER & DETOX WATER refill + first serving always – with FROZEN ice cubes
** No half melted ice cubes
>ALL DETOX WATER TO MAKE A LA MINUTE, NEVER IN JUG
> SLOKIE HONEY – MAX. 1/2 FULL, NOT MORE