This document defines our standard cycle of service — every step, in sequence, for every table, every shift. Consistency is the foundation of every great guest experience. The scripts below are starting points; make them your own while honoring the intent of each step. The menu is your greatest tool to provide a great guest experience. Do not offer unnecessary modifiers or 'up-sells' — let the menu do its job and offer enhancements when appropriate.
The first moment at the table sets the tone for the entire experience. Stand at the correct entry point — feet firmly planted, shoulders squared, open-handed language. Do not jump into an order, a sale, or anything transactional. The first connection is human.
"Hello and welcome to Luke's."
Immediately after the greeting, acknowledge that the guests just sat down and invite them to consider water. This gives them a moment to breathe while you return with something in hand.
"I know that you just sat down — while you settle into the menus, I'd love to bring water to the table. May I bring you a bottle of water, or tap?"
If tap: "Very good — I will be right back with that."
If bottle: "Do you prefer still, sparkling, or one of each?"
Once water is decided, briefly direct guests to the beverage sections of the menu — wines by the glass, wines by the bottle, other selections, and cocktails on the cart. Return with water within two minutes.
"Our wines by the glass and bottle, beers and non-alcoholic beverages are listed on the back of your menu, and our cocktails are listed here. Unless there's something I can bring to you immediately, I'll return with your water shortly."
Return with water and gently introduce the restaurant and open the door to a drink order. Keep the question broad — let guests steer the direction.
"Have you been with us before? Did you have a few moments to consider a beverage this evening? Are there any questions I could answer for you?"
If guests are new, keep it simple. "First time? We are excited to have you. Luke's is Maitland's Neighborhood Tavern — and our menu reflects that. We are as proud of our burger as we are of the Lobster Frites — and everything in-between made with care from the best ingredients. I'd love to tell you about our Market Catch and Oysters, to start…" DO NOT GIVE A "ROUND-THE-WORLD" MENU TOUR.
If guests are returning, simply: "Welcome back!"
Every table must hear the market catch and the oyster selection — with preparation details and price — before you leave to make drinks. This is not optional.
"This evening we are serving Wellfleet oysters from Massachusetts. Our catch of the day is red snapper, prepared simply with a brief description of the set / sauces for the market catch — the snapper is $32 this evening." ALWAYS INFORM THE PRICE OF THE DAILY CATCH. AT LUNCH, ALWAYS POINT OUT THE LUNCH BOX.
On specialty nights, layer in those additional specials here as well (see Day-of-Week Specials below). Take any beverage orders, writing orders down and repeating back to the guest.
Go directly to the POS and enter all cocktails following Toasting with Toast protocol. Drinks should be prepared and ready for delivery within five to seven minutes. Carry drinks to the table on a tray. Place each drink in front of the correct guest — by position number — and announce it as you set it down.
"Here is your Tanqueray martini. Here is your White Linen. Here is your margarita with Patron."
Once all beverages are in front of guests, invite questions and take the order. Open with something broad — let them lead.
"Were there any questions you had about the menu?"
If guests ask "what's good?": Speak to the full range of the menu with confidence. "At Luke's, all of our dishes are made from scratch with excellent, high-quality ingredients, sourced and cooked with care." Then make a confident recommendation tailored to your guest.
Write every item down by position number. Confirm coursing aloud before leaving the table. Always repeat meat temperatures.
"To start, I'll bring out the fried green tomatoes, followed by the filet prepared medium-rare. Excellent choices, by the way." Affirming to the guests that they have ordered well shows confidence in the restaurant and your expertise in menu knowledge.
Go immediately to the POS and verify every item and position number against your pad before confirming. Deliver any sharing utensils if necessary.
Keep the table in good order throughout the meal. Offer beverage refills when glasses reach a quarter to half full — never let a guest sit without a drink. Remove debris — straw wrappers, empty sugar packets, spent garnishes — as it appears. A clean, orderly table signals attention. Leave guests with everything they need and nothing they don't.
Server assistants drop appetizers in front of the correct guests and announce each dish by name. The server should be present at the table during this moment to offer beverage service, field questions, and confirm everything arrived correctly.
After two minutes — roughly two bites — check in:
"How is everything?"
Give guests space to respond fully. Address any concern immediately, no matter how small.
Once the appetizer course is complete, clear the table entirely following busser protocol. Tidy the table and reset for entrees. Place the correct mise en place in front of each guest — the right tool, in the right position, for the right person.
Server assistants drop entrees at the correct seats. Proteins are placed at six o'clock. The server should be present to confirm everything arrived as ordered, offer any condiments, and ensure guests have what they need — and nothing they don't. Two-minute, two-bite check applies here as well.
Once the entire table has completed their entrees, clear all plates following busser protocol. Leave the table in clean, reset order before moving to dessert.
The dessert menu is presented — not offered as a yes-or-no question. Bring it to the table and draw attention to it with warmth and confidence. Give guests a few moments, then return.
"If I may present our dessert menu — we make everything in house. On the back, we have a few dessert cocktails and sweet wines as well."
Return after a few minutes: "Was anyone interested in dessert this evening? How about coffee?"
Write down the selection, confirm with the guest before departing, and ring into the POS. Immediately return to the table to place the correct dessert silverware in front of each guest — before the course arrives.
Drop desserts the same way as every other course — announced, at the correct seat. Two-minute, two-bite check applies. Continue water, coffee, and cappuccino service throughout as appropriate.
Once dessert is cleared, gently ask if guests are ready to close out. You can have the check prepared and ready, or go and proceed.
"Is there anything else I can bring this evening, or are you ready for the check?"
If guests need anything further, continue service normally — keep pouring water until the last moment.
Process payment in Toast, following all established payment protocols correctly and completely.
If a guest pays with cash, always announce you will return with change immediately. If the guest paid via credit card, it is your responsibility to pick up the signed credit card receipt before the guest departs from the table. Do this and then immediately go to the final step below…
Every guest who received a hello at the start deserves a genuine goodbye at the end. Offer sincere thanks for choosing Luke's, and extend a heartfelt invitation to return. This is the final impression — make it count.