T H E G R A S S H O P P E R I N N

W A I T I N G S TAF F T R A I N I N G

M A N U A L

THE GRASSHOPPER INN

Waiting Staff Training Manual

T H E G R A S S H O P P E R I N N
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M A N U A L

Table of Contents
Chapter 1
Grooming Standards....1
Chapter 2
Banquets
Formal Dining
The Table layout.....................................................................................3,4

Informal Dining
The Table layout....................................................................................5,6
Chapter 3
The correct way to greet a customer.7
Chapter 4
Service
The order of service..........................................................................8,9,10
Serving/ Clearing ..........................................................................10,11
Pensonalised Service11,12,13

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Chapter

Grooming Standards
General standards of image and grooming apply to both Front of House & Kitchen Staff. Excellent
standards of hygiene and grooming are a vital part of the companys philosophy. Our success depends on
a constantly well groomed appearance.
In order to maintain a first class appearance, the following standards are important to note:
UNIFORM: Staff will be notified of either Black or White uniform for individual events. All uniforms to be
returned at the end of the event please.
PERSONAL HYGIENE: Cleanliness and freshness are of paramount importance.
The use of an effective deodorant or antiperspirant is essential.
Brush your teeth prior to any event.
APPEARANCE:
1). Wear your uniform in full as required, ensure it is clean.
2). You are not permitted to eat, chew gum or smoke whilst at an event/at work. Be aware of the
impression you are making whilst working at an event. Please do not sit about, or sit down on any
furniture visible to the client, at any time.
3). Shoes Plain black in colour, polished and of a comfortable nature no fashion statements please.
4). Hair - Ladies: Your hair should be clean, brushed and maintained in an elegant style. Please use
black hair ties only no fashion accessories. For food hygiene reasons at no time must your hair fall
across your face or eyes. Below shoulder length hair must be tied back.
- Men: Your hair must be clean, combed and neatly cut. All male staff must be clean shaven
every day.
5).JEWELLERY: Acceptable jewellery is a wedding band etc. No costume jewellery is permitted whilst at
an event/work. No fashion earrings. Male employees are not permitted to wear earrings whilst at an
event/work. No visible piercings will be permitted.
6).Fingernails: You must at all time have clean, neatly manicured fingernails. Only a clear nail polish is
acceptable.
7). PERFUME/MENS AFTERSHAVE: Please try to refrain from wearing strong fragrances whilst at work
and in close contact with the clients.

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8). MAKE-UP: Make-up can be a very important part of the uniform for female staff, please apply with care
and avoid bright colours. Tattoos must be covered by your uniform please.

Chapter

9). SMILE: Your smile reflects a sense of warmth and helpfulness WEAR IT ALWAYS

Banquets
The word banquet literally means sumptuous feast. Banquets are arranged to cater large number of
people. Depending on the nature and solemnity of the occasion, banquets may be:
i.)

Formal

ii.)

Informal

Formal:
Elaborate arrangements are required in this case. Elaborate seating arrangements are
essential in the case of formal banquets.
Informal:
No set plan of seating is followed here. There is no top-table, and service is indiscriminate of
sex and rank

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Formal Dining
1. The Table Layout
N>B
Need to find something more suitable heremaybe table a picture of what we want
exactly?

The placement of utensils is guided by the menu, the idea being that you use utensils in an outside
in order. For the illustrated place setting here, the order of the menu is:
Starter: Shellfish
First Course: Soup or fruit
Fish Course
Entre
Salad
a. Service Plate: This large plate, also called a charger, serves as an underplate for the plate
holding the first course, which will be brought to the table. When the first course is cleared, the
service plate remains until the plate holding the entre is served, at which point the two plates
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b. are exchanged. The charger may serve as the underplate for several courses which precede
the entre.
c. Butter plate: The small butter plate is placed above the forks at the left of the place setting.
d. Dinner fork: The largest of the forks, also called the place fork, it is placed on the left of the
plate. Other smaller forks for other courses are arranged to the left or right of the dinner fork,
according to when they will be used.
e. Fish fork: If there is a fish course, this small fork is placed farthest to the left of the dinner fork
because it is the first fork used.
f.

Salad fork: If salad is served after the entre, the small salad fork is placed to the right of the
dinner fork, next to the plate. If the salad is to be served first, and fish second, then the forks
would be arranged (left to right): salad fork, fish fork, dinner fork.

g. Dinner knife: The large dinner knife is placed to the right of the dinner plate.
h. Fish knife: The specially shaped fish knife goes to the right of the dinner knife.
i.

Salad knife: (Note: there is no salad knife in the illustration.) If used, according to the above
menu, it would be placed to the left of the dinner knife, next to the dinner plate. If the salad is
to be served first, and fish second, then the knives would be arranged (left to right):dinner
knife, fish knife, salad knife.

j.

Soup spoon or fruit spoon: If soup or fruit is served as a first course, then the accompanying
spoon goes to the right of the knives.

k. Oyster fork: If shellfish are to be served, the oyster fork is set to the right of the spoons. Note:
It is the only fork ever placed on the right of the plate.
l.

Butter knife: This small spreader is paced diagonally on top of the butter plate, handle on the
right and blade down.

m. Glasses: These can number up to five and are placed so that the smaller ones are in front.
The water goblet (la) is placed directly above the knives. Just to the right goes a champagne
flute (lb); In front of these are placed a red (lc) and/or white (ld) wine glass and a sherry glass
(le)
n. Napkin: The napkin is placed on top of the charger (if one is used) or in the space for the
plate.

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Informal Dining
1.The Table Layout

Our illustration shows how a table would be set for the following menu:
Soup course
Salad or first course
Entre
Dessert
a. Dinner plate: This is the hub of the wheel and is usually the first thing to be set on the
table. In our illustration, the dinner plate would be placed where the napkin is, with the
napkin on top of the plate.
b. Two Forks: The forks are placed to the left of the plate. The dinner fork, the larger of the
two forks, is used for the main course; the smaller fork is used for a salad or appetizer. The
forks are arranged according to when you need to use them, following an outside-in order.
If the small fork is needed for an appetizer or a salad served before the main course, then it
is placed on the left (outside) of the dinner fork; if the salad is served after the main course,
then the small fork is placed to the right (inside) of the dinner fork, next to the plate.
c. Napkin: The napkin is folded or put in a napkin ring and placed either to the left of the forks
or on the center of the dinner plate. Sometimes, a folded napkin is placed under the forks.
d. Dinner knife: The dinner knife is set immediately to the right of the plate, cutting edge facing
inward. (If the main course is meat, a steak knife can take the place of the dinner knife.) At
an informal meal, the dinner knife may be used for all courses, but a dirty knife should
never be placed on the table, placemat or tablecloth.
e. Spoons: Spoons go to the right of the knife. In our illustration, soup is being served first, so
the soupspoon goes to the far (outside) right of the dinner knife; the teaspoon or dessert
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spoon, which will be used last, goes to the left (inside) of the soupspoon, next to the dinner
knife.
f.

Glasses: Drinking glasses of any kind water, wine, juice, ice tea are placed at the top
right of the dinner plate, above the knives and spoons.
Other dishes and utensils are optional, depending on what is being served, but may
include:

g. Salad plate: This is placed to the left of the forks. If salad is to be eaten with the meal, you
can forgo the salad plate and serve it directly on the dinner plate. However, if the entre
contains gravy or anything runny, it is better to serve the salad on a separate plate to keep
things neater.
h. Bread plate with butter knife: If used, the bread plate goes above the forks, with the butter
knife placed diagonally across the edge of plate, handle on the right side and blade facing
down.
i.

Dessert spoon and fork: These can be placed either horizontally above the dinner plate (the
spoon on top with its handle facing to the right; the fork below with its handle facing left); or
beside the plate. If placed beside the plate, the fork goes on the left side, closest to the
plate (because it will be the last fork used) and the spoon goes on the right side of the
plate, to the right of the dinner knife and to the left of the soupspoon.

j.

Coffee cup and saucer: Our illustration shows a table setting that would be common in a
restaurant serving a large number of people at once, with coffee being served during the
meal. The coffee cup and saucer are placed above and to the right of the knife and spoons.
At home, most people serve coffee after the meal. In that case the cups and saucers are
brought to the table and placed above and to the right of the knife and spoons.

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The Correct Way to Greet a Customer

Chapter

When a customer enters the Grasshopper Inn, always greet them with a friendly smile.
Greeting the customer:
Good Morning/ Afternoon/ Evening Sir/ Madam. Do you have a reservation this evening?
a) If they reply yes, ask politely what the name is and check your booking system. Always be prepared
and keep the system at easy reaching distance. After all, it doesnt look very professional to leave the
customers waiting at the bar while you run off to hunt for the diary! Once you have found their
reservation, take them to the relevant table.
b) If the answer is no, ask How many people will be dining today? and take them to a relevant table.
One the party has sat down (always ladies first for the below)
1.

Offer to take any coats should they have them

2.
waitress

Hand them the menus and as you do so, introduce yourself as their waiter/

3. Ask if the party would like any drinks with their meal and if they would like to see the wine
menu.
NOTE: If they are not having wine, take away the wine glasses from the table
4. Leave the party to have a look at the menu. Ensure you leave not longer than 2 minutes
before going back to the table.
5. Take the order from the party

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6. Place the napkin in the customers laps. Once you do this for one, the others will be sure
to do their own

Chapter

7. Place/ take away relevant cutlery i.e. Place soup spoons for those having soup and take
away their starter knife and fork
8. Serve drinks/ Pour wine and water

Service
1.The Order of Service
Serve courses in the following order, unless guests request a different order:
1. Soup/ Starter
2. Main course
3. Desserts
4. Cheese course
5. Coffee
NOTE:
UPON SEATING THE CUSTIOMER, ALWAYS PLACE NAPKINS IN LAPS
BREAD ROLL SHOULD BE SERVED TO THE TABLE AFTER THE ORDER HAS BEEN TAKEN

a) Prepare the table for each course before serving it

Clear any empty plates or glasses from the guests right with your right hand. Always ask guests
if they are finished.
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Wait to clear glasses or plates until more than one guest at a table is finished, so guests
who are still eating or drinking do no feel rushed.
Never stack dirty plates in front of guests. Pick them up separately and stack them away
from guests using the tripod method.
Bring all sauces etc to the table before serving the customers food.
If you will be serving an item that guests will share, bring a plate for each guest.

b) Collect the food from the kitchen

Check the food before you take it out of the kitchen:
Does the food look fresh and appealing?
Have all special requests been met?
Is the plate clean?
If you are having trouble meeting guest needs, ask your supervisor or another server for
help until you can catch up.
Dont let the guests suffer because youre busy.
Thank the kitchen staff for their cooperation.
c) Deliver the food to the table
Serve the children first, women next, and then men and the host last.
Serve food from the guests left side with your left hand whenever possible. Dont reach in
front of guests.
Always place the main item closest to the guest. For example, if they have ordered a steak,
please the steak closest to the customer.
Place any side dishes to the left of the main plate.
Always ask if guests would like you to bring or do anything else for them at this time.
Remove empty beverage glasses.

d) Check back to the table

i) make sure the guests are satisfied with their meals.
Approach the guests after they have taken a few bites.
Ask a few specific questions about the food. Such as, How is you sirloin or Are you
enjoying your salad?
Ask if theres anything else you can bring at that time. If so, deliver the item right away.
Replace any butter if running low.
NOTE:
AFTER THE STARTER, ALWAYS CLEAR AWAY THE SIDE PLATE

ii) Replace unsatisfactory food or beverages.

Apologize to the guest. Dont make excuse or blame others for the problem.
Take care of the problem immediately.
Tell your supervisor or captain about the problem as soon as possible.
e) Respond to unhappy guests:
i) Listen to the guest:
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Listen to the details of the complaint. Give the guest time to explain how he or she feels
and what he or she wants. While listening, stay calm, and do not react angrily or argue with
the guest.
ii) Apologize to the guest.
Acknowledge the guests feelings and apologise for the problems, no matter whose fault it
is.
Repeat the complaint to make sure you understood everything and so the guest knows you
listened.
iii) Take appropriate action.
Explain to the guest how you are going to resolve the situation.
Excuse yourself and tell the guest when you will return.
Call a manager immediately to talk to the guest. Let the manager know what you have
done to solve the problem.
iv) Thank the guest:
While you are waiting for a manager to come over, thank the guest for bringing the problem
to your attention.
Never argue, criticise, ignore, or challenge a guests complaint.
NOTE:
AFTER THE MAIN COURSE, ALWAYS CLEAR AWAY THE SALT AND PEPPER, ANY
SAUCES USED BY THE TABLE
f) Sell After-Dinner items
i) Clear the entire table.
After guests are finished, remove all unneeded glasses, silverware, plates, and other items.
Be as neat and quiet as possible when clearing the table.
Remember not to stack dirty plates at the table.
ii) Suggest specific dessert items.
Describe in details one or two of the restaurants more popular desserts. Suggest your
favourites.
If guests say they are too full to have dessert, suggest lighter items, such as ice cream, or
suggest that guests share a dessert.
g) Suggest coffee or hot tea
Offer coffee or tea as soon as you take dessert orders.
Ask guests if they would like cream, sugar, or lemon with their coffee or tea.
h) Present the bill.
i) Prepare the bill
Review the bill carefully to be sure it is complete and accurate.
Make sure all drinks and desserts are included on the bill.
ii) Present the bill on a silver plate
iii) Sincerely thank guests and invite them to return. Use the guests last names if you know them.
iv) Take the payment by cash/ card
v) Always provide a receipt with the change/ card receipt
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vi) Thank the guest when you return the change and receipt, and invite the guest to return.

2.Serving/ Clearing
NOTE:
FOOD IS ALWAYS SERVED FROM THE LEFT OF THE CUSTOMER AND CLEARED FROM
THE RIGHT
DRINK IS ALWAYS SERVED AND CLEARED FROM THE RIGHT
Rules for clearance of a table:
When tables are cleared, do not put everything on a single tray, but remove the different articles in
this order:
1. Remove all unused food first. For example, Butter, Bread rolls any plates of unused food etc.
2. Remove the soiled glasses and napkins.
3. Remove all the condiments, sauces, salt, pepper etc.
4. In a separate tray or plate remove all unused cutlery. NOTE: Never mix unused cutlery items
with used ones.
NB. You may have to make more than one trip for this.
NOTE:
YOU MUST ALWAYS WAIT FOR ALL THE PARTY TO HAVE FINISHED EATING BEFORE
CLEARING THE TABLE

Rules of Crumbing
1. When the main course is finished, all the cutlery and salt and pepper sauce bottles etc.,
should be removed, except that cutlery which may be required for the next dessert course.
While removing the unused cutlery, it should not be mixed up with the dirty plates and used
cutlery. It should be removed separately; otherwise it may be un-necessarily required to be
washed.
2. After the removal of everything except the water glass, centre-piece and any cutlery that is
required for the next course, the table should be crumbed. The waiters napkin should be
folded and used to gather all the food particles on the table at one side. Then, quarter plate
should be swiftly moved under the table and the crumbs gathered at one place should be
carefully pushed on to the plate. This crumbing can be done from any side of the guest.
Care should be taken not to put the dirty plate in front of the guest for long time or more
than is necessary. After the crumbing, the dessert spoon and fork should be starightened,
and then the dessert should be served.
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3.Personalised Service
Personalised Service in Food & Beverage service focuses on the interactions between the
customer and the food & beverage service staff.
Why personalised service is required in restaurants/ venues:
In Hotel or restaurants, Guest must be treated as KING/QUEEN. We are here to give comfort and
happiness to the guest along with food. This helps the venue to get repeat business and this
causes the revenue of the restaurant to increase. If guest will be satisfied by service, then he will
advertise the venue to his/her friends or relatives without any costs to the venue.
How we can give Personalised service to guest:
Always wish the guest in proper way.
Talk with the guest.
Suggest the guest the correct combination of food & beverage.
Maintain proper languages and body action.
Always have smiling face.
Solve any problem of the guest on the spot.
You should remember following points, while in conversation with guests:
Dont talk to other staffs without first excusing themselves from the customer.
Dont interrupt interactions between customers and staff, but should wait until there is a
suitable moment to catch the attention of the guest.
Dont serve the customer whilst carrying on a conversation between themselves.
Dont talk across rooms either to each other or to customers.
Always follow these simple rules, while giving personalised service:
Showing customers to their table Always walk with them at their pace.
Seating customers- Ladies first descending in the age unless the host is a lady.
Handling menus to customers- Offer the menu and wait for the customer to take it.
Opening and placing napkins- Open carefully, do not shake it like duster, place it on the
customers lap after saying excuse me to the guest.
When offering water or any extra food items like bread rolls, always say Excuse me Sir/
Madam, would you like another bread roll?
Talking to customers- only when standing next to them.
Serving and clearing- always say Excuse me before serving or clearing and Thank you
after you have finished with each customer.
Explaining food and beverage items- use terms the customer understands (i.e. no technical
terms); use terms, which make the sound attractive; do not use abbreviation.
How to address customers or guest:
Always use Sir or Madam for addressing a guest.
If you know the name of the guest, then address him by Mr Smith for example.
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Always greet the guest with Good Morning/ Afternoon/ Evening, while meeting with the
guest at the first time.
Always say Good Night or Thank you while guest is leaving the restaurant.
How to deal with unforeseen situation, if occurred during service:
a) Spillages
i) It is possible that during the service of a course a few drops of sauce or roast gravy may have
fallen on the tablecloth. The following steps should be followed:
Check immediately that none has fallen on the guest being served.
Apologize to the guest.
If some has fallen on the guests clothing, allow the guest to rub over the dirtied area with a
clean damp cloth. This will remove the worst of the spillage.
If it is necessary for the guest to retire to the cloakroom to remove the spillage then his/her
meal should be placed on the hotplate until he/she returns.
Depending on the nature of the spillage the establishment may offer to have the garment
concerned cleaned.
If the spillage has gone on the tablecloth, the waiter should first of all remove any items of
equipments hat may be dirtied or in his/her way.
He/she should then mop or scrape up the spillage with either a clean damp cloth.
Any items of equipment removed should be returned to their correct position on the
tabletop.
Again apologies should be made to guests for any inconvenience caused.

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