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General Please remember that we are in the hospitality business. Our business is to ensure satisfaction and a great dining experience at this hotel. We serve breakfast, lunch and dinner and room service must be available during the restaurant’s hours of operation. Taking the Order Servers should greet the guest by identifying themselves by name and informing the guest that he/she will be waiting on them this (morning, afternoon or evening) and inform the guest of the soup of the day and any specials that are available when they are seated. Proceed to take a drink order and inquire about taking a food order upon delivery of the drink order. If guest are not ready to place and order yet suggest an appetizer or more time to decide. Room service calls must be answered within five rings. Calls to Room Service should not be put on hold for more than thirty (30) seconds. The person taking Room Service orders must ask the Guest’s name and room number, ask the appropriate food preparation questions, repeat the order back to the Guest to confirm accuracy, quote an estimated time of arrival, and thank the Guest while using their name for the order. Delivering the Order
Food delivered to guest should be at temperature and should have everything needed for the meal on the plate or already at the table by the time it comes out. Example: Steak knife should be set at the table after the order is taken and before the food comes out. Food should be served from the left and retrieved from the right side of the guest when possible (booths). If a guest orders two items off the menu, they should never come out at the same time unless specified by the guest. Food delivered to Guest rooms must be delivered at an appropriate temperature. Room service meals must be served with appropriate plate covers. Plastic wrap/foil is not allowed for the entrée. When delivering the order, the server must knock on the door and identify him/herself as “Room Service”, greet the Guest when the door is opened and ask for permission to enter the room. (If the Guest does not give the server permission to enter the room, the Guest must be provided with a clean tray and a clean tray liner. Upon receiving permission from the Guest to enter the room, the server must bring the order into the Guest room and place the tray on an appropriate surface as specified by the Guest. The server must then review with the Guest: each item of the order and the Guest check total; and the automatic gratuity added to the Guest check, the server must disclose this when reviewing the check total. If Room Service is ordered, and a “Do Not Disturb” sign is in place, the Room Service attendant should follow standard delivery procedures. When the Guest answers the door, the Room Service attendant should acknowledge that the Room Service request is being honored over the “Do Not Disturb” signage in the event that the Guest forgot to remove the “Do Not Disturb” sign. Dish and Tray Removal Trays will be dropped off in housekeeping closets on each floor to be picked up by the restaurant servers. There will be a tray run performed by servers before and after each shift. (Breakfast, Lunch and Dinner)
Section I – Getting Ready The secret to great Room Service is setting up right! There are two keys to getting ready. It’s simple, really: 1. Have your “tools” ready 2. Get the Room Service station ready To help you, we’ve created a Setup list. Review the setup list at the beginning of each shift.
Be sure to have some spares handy. Pens Well. The door wedge allows the server place a plastic ‘wedge’ in between the door and the door jam. The door wedge is much easier to use than a door stopper. But the Guest can’t sign the check without it. Another reason is convenience. This means it may be difficult to get through the Guest room door without getting yourself banged up. water and soda. and use the bottle opener – it’s more sanitary. Station Readiness . Order Pad with Pre-Delivery Checklist Order pads should be available by the phones and the server should carry one at all times as part of their uniforms. you should use a check presenter because the Guest is often standing when they sign the check. and have nothing to rest the check against for signing. this might seem obvious.Have your “tools” ready! Personal Tools • Check Presenters • Cork Screws. Even if the cap is twist-off. guest room doors are designed to close automatically when opened and then “let go”. Corkscrew Disposable corkscrews should be left with the guest if they prefer to open the wine themselves. The door wedge allows the server to hold a tray and insert the wedge into the door jam. always offer to open the bottle for the Guest. Disposable • Small Bottle Openers • Pens • Door wedge • Side Towels • Order Pads Check Presenters When you present the guest check to the Guest. Door Wedges This is a safety item. The “Door Wedge” is the preferred product. Bottle Opener You’ll need bottle openers for bottles of beer. The primary reason to have a door pried open while you enter and review the order with the Guest is your personal safety.
• Start with a clean tray • Add a clean tray liner (required). • S&P Shakers • Creamers • Plate Covers (required for room service) • Knives • Forks • Spoons • Soup Spoons • Steak Knives • Cloth Napkins • Ramekins for condiments and sauces • Tray Liners Beverage Accessories Beverages include hot or chilled and alcoholic or soft. • Metal Buckets (usually designed for wine service) • Bev-Naps (square white paper beverage or bar napkins) • Stan Caps (round cardboard caps made for glasses) • Tea Pots • Coffee Pots .General Let’s begin with the end – what your station will look like when it’s entirely ready. (It will only make your day easier) Station Readiness . • Add silverware rollup • S&P shakers Table Top Items Make sure you have a filled par level of the following items to easy the preparation of your room service tray for delivery.Setting up your station makes your job easier. Make sure you complete the sidework sheets and you are ready for the day ahead. Station Readiness • Pre-set Room Service Trays • Condiments cleaned & refilled • Extra silverware rolled • Glasses polished Refer to your shifts sidework sheet for shift specific items needed Pre-set Room Service trays Make sure your room service trays are clean and stack them in a way that provides easy access.
A1 • Jellies • Maple Syrup Paper and To-Go Our guest may be in a hurry and request a meal or portions of it served in disposable dishware. Paper/To Go • To-go Cups & Lids • Plastic bags • Stir Sticks • Disposable flatware packs • To Go condiments . if you are asked to serve anything by the swimming pool. Also. Sweet 'n Low. you should use only paper or plastic items. sugar) • Salt & Pepper • Ketchup • Mayo • Mustard • Tabasco.Condiments • Butter • Sugar Caddies (filled Equal.
you set the Guest’s expectation for timeliness when you tell the Guest how long the order will take. eggs) be cooked? Step 3: Suggestive Sell Suggest side orders. Few things in the Room Service process are as vital as taking the order. larger portions. shrimp or calamari) • What condiments are required (mustard. check pre-pay list) Step 2: Take Order Information Record the order information – for example: • Size of order (Cup or Bowl/Aptz or Entrée) • Would they like to add protein to the dish (add chicken. The key to taking the order is following the six steps of “how to take an order”. steak sauce. and beverages. Taking the Order • Estimating Time of Delivery(room service) • Telephone Suggestions(room service) • Suggesting • Menu knowledge • Ask the right questions • Substitutions & special requests • Standard Abbreviations How to take an Order: Six Steps Step 1: Record Guest Information: • Ask for the Guest’s name and write it on the order pad • Ask for the Guest’s room number and write on the order pad • Ask how many Guests the order is for • Ask method of payment (if charge. For example. Nearly everything that follows in the Room Service process depends on taking the order well. since this is when the size of the order is determined.Taking the Order The server should greet the guest by identifying themselves by name. desserts. This is just about the only opportunity to suggest items to the Guest. Inform the guest of the soup of the day and any specials that are available. dressing)? • Choice of bread or side • How should the food (steak. and get it to the room “on time”. Taking the Order is the Guest’s first impression of Room Service. Your ordertaking ability also determines the size of the tip.Section II . Suggestive selling is an opportunity to increase revenues and TIPS! When using . A successful room service delivery is very simple get the order “right”.
sell them convenience. Importance of good estimates Guest satisfaction. you estimate delivery in 35 minutes. or otherwise inconvenienced. If the Guest gets the order in 45 minutes they are likely to be unhappy. Step 4: Repeat Order Repeat the order and the key information.(Room Service) Estimating Time of Delivery Few things are more important than estimating time of the delivery to the Guest. Why? Your estimate will affect… • Guest satisfaction • YOUR tips • Hotel profits What is a good time estimate? A good time estimate is “time of delivery +5” – the exact time of delivery plus five minutes. Supposing it takes 30 minutes to deliver a Room Service order. For example. from the time of the call. Guests are “dissatisfied” when we fail to deliver what or when they expect. actual delivery occurs in 30 minutes. What changed? The 30 minute . Step 6: Thank You Thank the Guest (use their name!) for their order. A good time estimate should be expressed in minutes rather than “time of day” because the guest’s clock or watch may not show the same time your clock or watch shows. (Name. Why “+5”? • It allows you to exceed the Guest’s expectations. and if you exaggerate the time. If they receive that same order in 25 minutes they are likely to be delighted.suggestive selling in room service. and write it on the order pad. you may lose the sale! Plus. you must be able to paint a picture in the guests mind about the product. room number and any special request they may have made) Step 5: Estimate Time of Delivery (Room Serrvice) Tell the Guest the estimated time of delivery. Simply put. Sell them value. Five minutes early is probably not too early to inconvenience the Guest o an order that comes 15 minutes prior to the expected time may find the Guest doing other things partially dressed. It gives you a “fudge factor” of 5 minutes to allow for unexpected delays.
answer and conduct yourself on the phone when taking the room service order will be the only impression of OUR service operation on our guest. Just the Guest expectation. SERVING Tips You never get a second chance to make a first impression. Things to Know to Make a Good Estimate Some of the things you should know to make a good estimate of delivery time: • Food preparation times – there some items that take an especially long time? • Is the order “simple” and “cold”? For example. YOU set that expectation when the Guest calls. • Answer all calls in less than 3 rings. speak to guest. Ask your supervisor. or is the staff available to run the order immediately when it’s up • Which meal period – breakfast or dinner? Breakfast is usually quicker because its generally a shorter cooking time and we are better staffed. thank the Guest for waiting. polite. a “continental breakfast” requires no cook time • Distance to the rooms – sometimes the elevators are busy (check in or out times) • Business and staffing levels – is the department “swamped” with orders. and professional in every interaction. this may be difficult at first. We should strive to make every guest feel important by being friendly. Ask an experienced server. Use the following techniques to leave a good impression with each caller. A smile helps you sound more relaxed and pleasant. The way you approach the table. If more rings occur. If you are new at taking Room Service orders.delivery time didn’t. . • Smile when you talk. Seek guidance. • Stop all conversations before answering the phone.
Instead.e. Show a sense of urgency. • Allow the caller to hang up first then gently replace the receiver. • Thank the caller for waiting when you return to the line. the more sales you have. explain why. certainly. good morning. tomato and basil aioli Panini? Remember to suggest and not push! You’re not actually “selling” the Guest – they’ve already decided to buy. and ok. to take care of a request. • If it’s necessary to interrupt a conversation. catch your breath before picking up the phone. use yes sir/maam. by practicing the art of suggestive selling! Simply put. the guest will also feel rushed. • Take care of the request quickly. But did you know that guests appreciate appropriate suggestions. that’s why they are here! . and may tip a higher percentage when pleased by them? For example: • Beverages other than water • Appetizers • Sautéed mushrooms or onions on a steak or burger • Desserts Paint the Picture Use words that enhance. Providing professional Guest service means: • Always ask callers permission to put them on hold. (first name) speaking how may I help you?) • Use the caller’s name whenever possible. • Verify that the room number given by the guest is the number displayed on the caller ID. If you sound stress or hurried. Avoid yep. you will have to put callers on hold.Speak clearly into the receiver. along with Guest satisfaction. Avoid slang. my pleasure or absolutely. You will often be very busy when the phone rings. • Use our standard phrase when answering (i. • Suggesting Your income may be increased. that build a picture in the guests mind. fresh mozzarella. To make callers feel welcome. or hospitality words that the caller may not understand. Avenue Grill. the more tips you make. Never place them on hold until they acknowledge. For example: • Would you like to add some of our grilled shrimp to your New York Strip Steak? • How about our Prosciutto. uhhuh. technical terms. On-Hold Courtesy Sometime.
Guest will appreciate the approach. This is particularly important for Guest selections and what items are available for substitutions. ingredients used and what accompanies each item.In order to successfully suggest items (not to mention answering questions). too much of anything can be annoying. Verbal suggestions can make items sound more appealing than the written listing. Guests who order Room Service are inclined to be more receptive to suggestions. “What’s good today” or “what do you recommended?” It is important to reply with definite answers instead of saying “Everything”. good menu knowledge and enthusiastic descriptions are all it takes to make a successful suggestion. Take Guest Cues Knowing when and what to suggest is just as important as the act of suggesting. you need to know the product(s). (Answering “everything” sends a negative impression to the Guest. The following are some cues to lookout for: • For Guests who ask. The enthusiasm will be reflected in the confident manner in which you describe them. • Be prepared to answer questions about item preparation. It is possible to be honest without being negative.It is important to keep in mind that everyone has different tastes and what you may not like-someone else may love. • Suggest Your Favorites . Positive attitudes. Although suggesting can be helpful.” In this instance you have not lost a sale. especially if you are enthusiastic.This technique is successful because it is easier to be enthusiastic about items of personal preference. telling them you’re just not interested – even though it may actually be true!) . • Find Positive Things to Say . You can use phrases like these to help you describe items you may not like: • “…it is a very popular item” • “we sell a lot of it” • “it looks very good today” • “The fish and chips are great.It is important to offer suggestions while the Guest are ordering. but my personal favorite is the Crabcake. There are certain general rules and helpful reminders which make it easier to practice suggesting: • Understand Your Menu . Read the menus. but you have reinforced your opinion on another menu item. Ask questions. courteous and sincerely interested.
since the menu is broken down into three categories – Appetizers or Salads & Soups. For Example: “Our Sizzling Steak Quesadilla is very popular but I really like our cheese steak springrolls. specific suggestions are appreciated. • Be cautious of only suggesting higher-priced items.A good technique is to pick one or two items from every menu section that is your favorite. Sandwiches. and Entrees . such as meat or chicken. etc. In this case it is important to pinpoint a category of taste preference. Other examples: • When Guests are taking unusually long to order or are having a hard time making choices. white or red wine. use descriptive adjectives. Use the cues from your guests to help determine this. For example. When describing items. sweet or tart cocktail. Do not necessarily pick the most expensive or least expensive items. and fresh brewed coffee to add extra interest. chilled melon. items taking the least preparation time or fast pickup items should be suggested. Paint a Mental Picture: The way suggestions are phrased very often determines the success of your pitch. • For Guests in a hurry.pick an item or two from each that you feel extremely comfortable with in selling and serving. such as • crisp salad. Careful discretion should be used since many Guest may feel pressured and feel you are only pushing high-priced foods. Then a recommendation of one or two items in that category can be made.” .
Gin & Tonic-Lime. Shirley Temple-Cherry) Accompaniments An accompaniment is an item that comes with an entrée. corona. • If you put the wrong condiments on a tray. 8min-panini) • Beverage brands (miller light. It’s your job to learn the right condiments for the items on the menu. 6oz Ciabatta roll. 8oz Chicken Breast. 3pcs bacon. “Burger” and “crabcake Sandwich The easiest way to learn about accompaniments is to read the menu! Condiments Certain foods are traditionally accompanied by certain items. knowing your menu makes your job Easier. JW Black. or even receiving the order • Condiments • Preparation times (10min-MW Burger. which will make it seem like you don’t know what you are doing or even worst during this time the Guest’s food may get cold. Knowing your menu will only make it… • Easier to answer Guest questions • Easier to suggest items to the Guest • Easier to deliver orders to the Guest room without forgetting anything • Easier to time your orders and deliveries (Room Service) Simply put. you’ll have to go back to the kitchen to get it. you’ll want to know these things to know about your menus… • Accompaniments • Portion sizes (10oz NY Strip.Know Your Menu! Know Your Menu! Know Your Menu! You should be familiar with what is on your menu. Sycamore Lane House Wine) • Garnishes (diet coke-Lemon. 12 min-Crabcake. Some condiments such as mini-jars of ketchup and mustard may cost as much as the sandwich itself! . As a professional. You should work on knowing your menu until it becomes second nature. Why do you need to know this? • If you forget the condiment. Example: • French Fries with the “Fish and Chips” • Broccoli and wild rice with the “Crabcakes” • Cup of soup with the “Grill cheese Sandwich” • Brioche Roll with the “Chicken Parm”. 2 4oz Crabcakes. etc. Like fried foods and ketchup.) Why is portion size important to you? o You want to know that the order is “right” when you pick it up from the line o A Guest might ask when placing. so you’ll have to OFFER to re-cook the food(Room service). Chivas Regal. you’ll waste money and make the Room Service order less profitable.
• It enables you to get your beverages ready at the right time. if you order a steak well done and then order a cocktail or get a soda ready immediately.Note: Since your aprons have pockets. “86” items – items that your kitchen is temporarily out of. It’s important to know any items that you are out of or running out of. Scrambled Fried Up or over easy. medium or hard Scramble Soft or hard Boiled How long Poached In a cup or on toast Bread type ( if not biscuit) What type of toast? White? Wheat? Lunch/Dinner Salads Type of salad? Choice of dressing . how did you want that steak prepared?” Guest Order Information Needed Breakfast Steak & Eggs Steak – Rare. • 86 TIP: don’t say that you “ran out” of an item. medium or well done Breakfast Meat Bacon or sausage Egg Order How would you like them cooked? Over-easy. tell the Guest you “Sold Out” – remember to talk in positive phrases. Why Are Preparation Times important? • It helps you give an accurate time quote to the Guest when they order room service. so you know how many you can sell and avoid the embarrassment of having to go back to the Guest and explain. It may save you a trip. For example. place a couple small single service jars of condiments in the front pocket. and the soda will be flat. medium. hard. Preparation Times How long does it take to prepare a steak? A grilled salmon? An omelet? A piece of prime rib? A martini? Knowing your preparation times makes your job easier whether taking or delivering the order. the ice in your cocktail or soda will be melted. Ask the “Right” Questions When Taking the Order You don’t want to call the Guest back and ask “Sir.
Pre-set Trays Pre-set trays must be clean and must have a clean under-liner. MR. place the additional items on the tray/plate needed for this specific order – for example: • Salad and Salad Dressings • Half & Half/creamers. This will allow you free time to do other things and to run the order up as soon as it’s ready. Make sure you have all of the additional items for the order before it leaves the kitchen. or a hamburger • Additional service-ware as needed – example soup spoon (steak knife should be on table already) • Rolls & Butter • Sauces or any guest Special Requests Assemble the beverage order • Bev-naps • Accompaniments needed for soft beverages (such as lemon & sugar caddy) . Setting up the order: Tray Service The secret of effective tray service is simple: pre-set trays. Additional Items for Order Before picking up the hot food. Set your tray as soon as you put the order in the system or as soon as you get it in the morning. MW.Hamburger & Steaks Sandwiches Cocktails Martini Scotch Degree of doneness? R. W and sides? Choice of bread and Sides? Olives or twist? Gin or Vodka? “Rocks or straight up?” Section III –Setting Up the Order Setting up the order: Tableside Setting up your condiments and table top items is the key to quick and easy service. M. sugar caddy for coffee if ordered • Condiments such as ketchup for any fried foods.
Champagne) NOTE: Always open wine or beer bottles in the presence of the Guest. Your supervisor or your MOD will know where to find help.Ice buckets if needed (for 2 or more bottles of beer(room service) and/or service of full bottles of white or blush wine. • “In the Weeds” OK. but you find yourself “in the weeds”. timing is critical. Review the order Using the Order Pad with which you took the order to ensure the Guest’s order is complete and ready for delivery. • If they can’t help.through this experience. What do you do? Here are the steps that will get you – and the Guest . unless otherwise requested by the Guest. other parts of the hotel are likely to be busy. Call them. not the least of which is that they might be able to help. If the order arrives later than that expectation. Hot Items Make sure you have a clean rag or napkin handy to handle the hot food coming off the line. Importance of Timing It is very important that the guest are ready for the food you are about to deliver. • When the order was taken. or the Guest’s fault. If the order arrives earlier. • Call for Help! • Tell the Kitchen • Set or Re-Set the Guest Expectations Call for Help! You can’t get help unless you ask. so they don’t prepare the food orders too quickly. the Guest will be disappointed. the Guest will be pleased. so it’s not your fault. • Make sure they are finished with their appetizer and it has been cleared from the table before you come out with the entrée. Pick-up the hot food from kitchen service line and place matching plate cover on top –place on tray. . resulting in the food sitting under a heat lamp too long before delivery. the Guest’s expectation for delivery was set. Sure. with an onslaught of orders you can’t fill in a reasonable time. As you may have noticed in Taking the Order. RIGHT AWAY! Tell the Kitchen There are many reasons that the cooks need to know that you’re backed up. it is that simple. they must at least be informed of the approximate length of the delay. • Make sure you have your “beverage tools” like bottle opener and cork screws.
including: • Asking the Guest for permission to enter the room • Reviewing the order with the Guest • Propping the door open when you enter the room for delivery Greeting the Guest (Room Service) 1. APOLOGIZE. for example “Good Morning”. Section IV – Delivering the Order The required Standards for Room Service call for some very specific delivery procedures.part. APOLOGIZE. such as offer a complimentary dessert. • A Guest has called an order in. . o CALL THE GUEST. o EXPLAINTHE DELAY. to verify that you’re at the correct room. and STATE THE “NEW” TIME OF EXPECTED DELIVERY. you realize that it has been a while: o Check with the kitchen and get an ETA before you speak to the guest so you can make an educated estimate of when the food will be ready. Use the Guest’s name as it is written on the check. There are two different circumstances in which you must inform the Guest of delays: • A Guest has already placed an order. EXPLAINTHE DELAY. Knock firmly on door and identify yourself as “Room Service”.Set or Re-set the Guest Expectation This is the most difficult – and probably the most important . (Please knock with your fist) 2. and you realize the delivery will not be made on or before the time promised. When taking the order it is important to APOLOGIZE and tell the Guest you are experiencing delays. even when you’re experiencing delays. Greet the Guest with the time of day. and let the guest know approximately how long it is going to be. UNDER-PROMISE AND OVER-DELIVER in your time commitment. As always. or tell the Guest that there will be no charge for the meal. Your manager may instruct you to take additional steps.
If you do not have a doorstop or wedge with you. For safety reasons upon entering the room. use a door wedge to hold the door open. Leaving the Guest room 11. Present the guest check for settlement. When leaving the Guest room. Enter the room & simply place the tray where directed. If a "Do Not Disturb" (DND) sign is in place. Thank the Guest by name and just before leaving. 12. Review the order with the Guest . you should first doublecheck your order slip or guest check. turn the deadbolt so as to prevent the door from closing and locking. offer to take them back. Ask if there is anything else the Guest would like. The tip and delivery charge posted to the guest check must be pointed out to the Guest 10. Never allow the Guest room door to close/lock once you have entered the room.read each item on the guest check back to Guest while pointing to or displaying (by removing lid) each item. to confirm the order is complete. Ensure that the guest print and sign their name. remove the door wedge or release the deadbolt and close the door firmly. When the Guest answers the door. 8. upon entering. 9. Ask for permission to enter the room. Proper Handling of Service Pieces . 5. ask where they would like their meal to be served. making sure you’re at the correct room. 4.3. 7. see if any dishes or trays are in the room from previous orders – if so. the Room Service attendant should acknowledge that the Room Service request is being honored over the "Do Not Disturb" signage in the event that the Guest forgot to remove the "Do Not Disturb" sign. “Delivering” and reviewing the order 6. follow standard delivery procedures. Assuming that you are at the correct room.
if two or more beers are ordered. Beer (if more than one is ordered) should be served in an ice bucket. Turning a water pitcher sideways is never encouraged. and cups with saucers are to be served as a single unit. Special care should be exercised to insure the fingers are kept away from the food contact area. One for opening bottles yourself and a disposable one for leaving with the Guest who wants to open their own. Napkins are to be carried separately and then placed under the cocktail in the Guest room. • Guest should always be warned when hot plates or hot beverages are about to be served. If so. All drinks are served with a paper beverage napkin. (Keep in mind that this is your last opportunity for a sale. in order to get ice into the glass. You should have two types of corkscrews. pink (or “rose” or “blush”) wine and sparkling wine (like Champagne) should be served in a bucket of ice.e.Cups and mugs are picked up by their handles. • Ask guest if it is acceptable to pick up the tray. but may be necessary. White wine. have the guest place the tray in the corridor. • All china. Water glasses may be lifted and filled away from the table because of the risk of splashing. silverware by the handles and dishes by the rim. Visit the table within 5 minutes of serving a any item or call the guest within 30 minutes after room service has been delivered. dessert. and silver should be handled with a minimum of noise. • When pouring additional coffee or wine. glass. The server should use a clean. which will decrease the risk of spills. the cup or glass should be filled on the tabletop.) Beverage Service Two keys to great beverage service: “ice” and “tools”. in front of the Guest. And you should open that first beer yourself. • Chipped glasses or plates should be shown to the manger and then discarded. Beer gets flat once it’s opened. i. • . Cocktail Service Pick up all drinks and garnishes from the bar. coffee. • All items with under-liners. Liquids and their under-liners should be carried separately on the tray then assembled and served as a single unit once the server reaches the table. glasses by their steam or base. Use the opener even if the bottle is a “twist-off”. never with the palm of the hand over the open mouth of the glass. rather than lifting them. to verify satisfaction with the meal. So you should always have a bottle opener you can leave with the Guest. • Hot Soup should be delivered in a soup cup/bowl as soon as it is poured at the line(it should not sit under the heat lamp) • The check back. dry napkin when handling hot items.
Open bottles upon service. • Wipe mouth of bottle with cloth napkin to remove cork residue. recite the names of bottled beers only because draft beer will probably be flat or warm by the time it reaches the room. Wait for approval. Wine must be opened in the presence of the Guest. so they can verify that it’s wine ordered • Remove the capsule (enclosure) over the cork. offer it to the host – some Guests like to see this to ensure that the wine is not spoiled (a bad wine will produce a bad cork smell). for host to taste. Holding the bottle at a 45-degree angle will minimize the wine’s foaming out of the top of the bottle. When Guests ask you the type of beers you carry.Beer Service Bottle is served with beer glass and paper beverage napkins. . so they can verify that it’s wine ordered • Remove the top of the foil covering. TWO beers or more are served in an ice bucket filled with ice. The following is the proper way to open a bottle of sparkling wine (“champagne”): • Present the bottle to the Guest. • Pour from the right. The following is the proper way to open a bottle of still wine: • Present the bottle to the Guest. • When the cork is removed. as should a bottle opener (regardless if the beer is twist off or not) Wine Opening Service & Procedures Never open a bottle of wine before delivering. • Uncork the wine using your corkscrew. never fill the glass to the top. • The remainder of the bottle is placed in the ice bucket or left on the table. Just about half way. • Hold the cork under a cloth napkin and the bottom of the bottle in the other hand. • Wipe mouth of the bottle with cloth napkin to remove cork residue. Paper beverage napkins (“bev-naps”) should be provided. • Twist the bottle and ease the cork out slowly to subdue the popping. • Fill Guest’s glass first and then finish the host’s glass. approximately 1oz. • Untwist and loosen the wire hood that covers the cork. Hold cork firmly to prevent it from flying. Twist the bottle as you lift it to avoid dripping. Put it in your pocket.
approximately 1oz. Red wine is served at room temperature without a wine bottle holder. If Guest prefer to let the bottle stand for awhile. Pour champagne slowly so not to cause excessive foaming. Twist the bottle as you lift it to avoid dripping.Pour from the right. • The remainder of the bottle is placed in the ice bucket. Wait for approval. They should be asked their preference. they will pour for themselves. Bottle opening procedures are the same as for chilled wines. • . for host to taste. with the option of letting the opened red wine “breathe” (develop flavor) before pouring.
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