Deliver the Entrée
The main course landing at the table, correctly, on time, and checked on. The longest lesson in the standard, because it’s also where the most can go wrong.
Seat-accurate delivery, timing, delay communication, the guest’s own satisfaction and temperature check, and closing out the visit before stepping away.
- Entrée delivery by seatEach dish served according to the guest’s seat assignment.
- Food runner assistIf a food runner is bringing the table’s food, the server should attempt to be present.
- Full table deliveryEntrées: 15 to 20 minutes from order placed. All entrées for a table should arrive together, not delivered piecemeal.
- Food Delay check-inAny ticket running past 25 minutes should be checked on and proactively communicated to the guest.
- Check-back after entrée deliveryWithin 2-3 minutes, server checks in on guest satisfaction.
- Temperature confirmationFor anything cooked to order (a steak, a burger), confirm that the guest is satisfied with the food as delivered.
- Beverage replenishmentIf glass is 1/4 full or less, suggest another beverage.
- Closing the visitServer asks if anything else is needed and encourages the guest to enjoy the meal.
A guest expects to be told about a delay before they have to ask, and to have their food come out the way they ordered it. The kitchen controls how long food actually takes, but the server controls whether the guest hears about it, and the guest is the only one who can confirm whether a steak came out the way they wanted. That’s why this check can’t be a server’s guess made beforehand, it has to be the guest’s own answer.
The guest expected to hear about a delay before noticing it themselves, and instead found out only because the wait became obvious. Past 25 minutes, that conversation should always come from the server first, not the guest.