Sample result
Hospitality Service Script Builder for Restaurants
The owner asked this:«I have two branches in Medellín and at the 12:00 to 14:30 peak, when my floor manager is seating a table, the door is left alone: people wait without anyone giving them a number. I want the welcome and seating script for the server, à la carte, with eye contact in 30 seconds, greeting in 1 minute and menu and water in 3 minutes.»
① The sequence: six steps with a clock and a cue
The script starts before the first word: every step has its clock, counted from the door, and a cue you can see.
| Step | Clock | Cue that fires it | Who does it |
|---|---|---|---|
| 1 · Look and acknowledge | 30 s from the door | The door opens | The server closest to the door, from their station, even if busy |
| 2 · Greet and count | 1 min from the door | The party stops inside | Floor manager at the door; the server when covering it |
| 3 · State the real wait | Within the same minute | No table set in a station with room | Whoever greeted, without leaving the door |
| 4 · Walk and seat | 1 min more | A table is set in a station with fewer than 6 active | Whoever greeted, at the pace of the slowest guest |
| 5 · Welcome with menu and water | 3 min from the door | The party sat down and put away bags and jackets | The station server, standing beside seat 1 |
| 6 · Read the time and move to the menu | Same visit | The menu is in hand | The server; GUI-SAL-02 follows |
Step 5 rule: the server never reaches the table empty-handed. They bring the menu and the jug; without them, they do not go, because going back is another minute.
In this house the door is not the server's: the greeting belongs to the floor manager. The server owns the seating and takes the door in three cases: from 18:00 to close, when they are alone on the floor; when the floor manager is absent; and when the manager asks with a signal.
② The script: three lines for every step
Every peak line fits in 15 words. The full one is for a calm table; the recovery one, for when the previous step failed.
| Step | Short, for peak | Full | Recovery |
|---|---|---|---|
| 2 · Greet and count | «Welcome. Are you three, or waiting for someone else?» | «Good afternoon, welcome to Sazón de Origen. Are you four, or is someone else coming?» | «Sorry for the wait at the door. Are you four, or is someone missing?» |
| 3 · Real wait | «I'll have a table in 15 minutes. Shall I put you down, or would you rather order to go?» | «We're full; in 15 minutes I'll have a table for you. Shall I put you down and leave you the menu meanwhile?» | «I said 15 minutes and it's been 20: I'm sorry. The next table is yours.» |
| 5 · Menu and water | «I'm looking after you today: the menu, and the house water.» | «Nice to meet you, I'm your server today. I'll pour the water while you look at the menu.» | «The menu took me too long, sorry about that. Here it is, with the water.» |
| 6 · The time | «Lunch in a hurry, or taking it easy?» | «So the kitchen can keep your pace: are you on the clock, or taking it easy today?» | «Since you're in a hurry and already waited, here's what comes out in 15 minutes.» |
What changes from the Book 2 core: «How many people?» becomes «Are you four, or waiting for someone else?», because the party is counted by eye and the question opens two exits. And the sold-out dish leaves the server's line: GUI-SAL-02 says it, in the same visit.
③ Reading the table: what you look at before you speak
What you look at before you speak. The same line said to the wrong table is an interruption.
| Step | Cue | What it means | What changes in the line |
|---|---|---|---|
| 1 | It is raining and they come in wet | Waiting at the door weighs double | «Come in, it's pouring»; umbrellas to the bucket |
| 2 | Office shirt, ID badge on, someone checks the time | Work lunch with a time to be back | The short version, and the head count done by eye |
| 3 | The party checks the time on hearing the wait | They do not have the time | Offer the order to go, with the real kitchen time |
| 3 | There is an older person in the party | Waiting on foot costs them | A chair by the door while they wait |
| 4 | One guest alone with a laptop | Wants quiet and to work | Wall table, away from the noise; the line gets shorter |
| 5 | Children at the table | The children set the pace | The children's water first, and the glass without ice if they ask |
| 6 | They answer «in a hurry» or check the time | They have 40 or 50 minutes | GUI-SAL-02 says what comes out in 15 minutes; the check will come with the coffee |
| 6 | Someone slurs or cannot keep their balance | Possibly drunk | A table yes; alcohol no. The floor manager decides, in private (POL-SAL-01) |
The full example has 2 more part(s): you see them inside the library, with your account.