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STANDARDS OF OPERATION AND SERVICE

MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

GUEST SERVICE TRAINING PLANS: FOOD AND BEVERAGE


Restaurant
Room Service
Bars
Conference/
Banqueting

INDEX TO TRAINING PLANS


WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record
WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record
BAR ATTENDANT: Departmental Training Needs Analysis and Training Record
WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record

GUEST SERVICE STANDARDS: FOOD AND BEVERAGE


SERVICE
STANDARD
NUMBER
FB1
FB2
FB3
FB4
FB5
FB6
FB7
FB8
FB9
FB10
FB11
FB12
FB13
FB14
FB15
FB16
FB17
FB18

INDEX TO SERVICE STANDARDS


RESTAURANT PREPARATION: Sideboards and Service Areas
RESTAURANT PREPARATION: Breakfast Service Preparation
RESTAURANT SERVICE: Breakfast Service Procedure
RESTAURANT SERVICE: Breakfast Buffet Service
RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation
RESTAURANT SERVICE: Meet, Greet and Seat Procedure
RESTAURANT SERVICE: Table Drinks Service
RESTAURANT SERVICE: Taking a Food Order
RESTAURANT SERVICE: Serve Bottled Wines
RESTAURANT SERVICE: Food Service Procedure
RESTAURANT SERVICE: Restaurant Billing Procedure
ROOM SERVICE: Service Area Preparation
ROOM SERVICE: Taking GUEST Orders
ROOM SERVICE: Preparing a Room Service Tray
ROOM SERVICE: Order Delivery
BAR SERVICE: Service Area Preparation
BAR SERVICE: Drinks Service
CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB1: RESTAURANT PREPARATION: Sideboards and Service Areas


GUEST SERVICE
STANDARD

The Restaurant is clean, laid up and in good repair, ready for GUEST Service 15 minutes before service times.

PERFORMANCE STANDARD

Skills Development Framework: FSSP3


FS09 Prepare and clear areas for
table service

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Service areas clean, free from damage and ready for use.

Stocks of service items, linen and equipment are sufficient, clean


and ready for service.

Sideboard/ Service Area stocked with sufficient and appropriate


crockery, cutlery and service utensils for service. Crockery is
checked for chips and removed from service. Inside of cups are
checked for stains.

The employee is able to clean, store and prepare sufficient


stocks of linen and food service items and equipment prior
to service.
Sideboard stocking to include:Sideplates
Cups and Saucers
Folded linen/ paper serviettes
Ashtrays
Toothpicks
Wrapped mints
Cutlery

Condiments are checked (and refilled where necessary) and


containers wiped/ cleaned before service.

Restaurant furniture is checked and is clean, free from damage and


correctly positioned for food service.

Table items are clean and correctly laid up ready for food and drink
service.

Tables checked for wobbles and unevenness.

Menus, wine lists and promotional items are checked and ready for
service.

Menus and Wine Lists are clean and in good condition.

The following are checked prior to service:Lighting and light bulbs


Music and music levels
Windows clean
Planters
Airconditioning
Chairs cleaned and placed
Buffet and Service Gear
Public Toilets

Condiments to include:Tomato Sauce


HP Sauce
Worcester Sauce
Oil and Vinegar
English and French Mustard
Pepper Mills

The employee is able to follow all restaurant cleaning


procedures including restaurant mise-en-place preparation,
timeously and efficiently, with regard to work organisation
and attention to detail.
The employee is able to prepare condiments and sideboards
ready for service.
The employee is able to ensure that restaurant furniture is
clean and undamaged before and after service.
The employee is able to set up hot and cold beverage
dispensers such as fruit juice dispensers and filter coffee
machines.
Employee is able to complete and process necessary
requisition forms for linen, dry stores, crockery, etc.
The Employee is able to fold serviettes for the appropriate
service.
The Employee is able to check that menus and wine lists are
in a clean and good condition prior to service.
The Employee is able to check that dockets, till rolls,
account folios, etc are sufficient for service.

Toilets to be regularly checked during service.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB2: RESTAURANT PREPARATION: Breakfast Service Preparation

Skills Development Framework: FSSP3

GUEST SERVICE
STANDARD

Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
served, and in accordance with the Hotels standards.

PERFORMANCE STANDARD

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS09 Prepare and clear areas for


table service

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Table cloths or table mats are checked and are clean, free of tears
or stains and in good repair.

Tables are correctly positioned and free of wobbles. Seats are free
from debris and damage and are clean and correctly positioned.

Cutlery is clean, polished and correctly positioned in the place


setting i.e.
Meat Fork (left) and Meat Knife (right) placed on either side of place
setting; Dessert Spoon and Dessert Fork placed above setting. Side
knife placed to left on the sideplate.

Employee is able to lay up tables for breakfast service,


ensuring the cleanliness of linen/ place mats, crockery,
cutlery and glassware, in accordance with the service
standards, efficiently and with due regard to work flow.
Use covered plate or covered tray to carry cutlery.
All cutting edges of knives should face to the left.
Covers should be laid directly opposite each other.

Crockery is placed, as appropriate sideplate to right hand side of


meat fork and cup and saucer (ear of cup facing to right), and
teaspoon (placed at top of cup with handle to right) placed above
Meat Knife.

Paper or linen serviette is folded in triangle and placed either on the


sideplate or in the middle of the place setting.

Condiments and table accessories are neatly positioned in the


centre of the table and include:Salt and Pepper cruet
Sugar bowl containing White and Brown sugar sachets and
"Canderel" sweetener sachets
Butter and margarine
Ashtray or "No Smoking" sign.

Check cruets clean and filled. Empty sugar bowl, wipe and refill with
sugar sachets.

Corporate logo is visible if paper napkins are used.


Check inside of cup is clean and that crockery is not chipped,
cracked or stained.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB3: RESTAURANT SERVICE: Breakfast Service Procedure

Job Position: Waiter / Waitress

GUEST SERVICE
STANDARD

GUESTS are greeted and seated upon entering the Restaurant and billing procedures completed. The GUEST is able to
complete a full breakfast within 30 minutes of having been seated.

Skills Development Framework: FSSP3

PERFORMANCE STANDARD

The employee must be able to provide table service (breakfast service) in an effective, prioritised and organised manner. The employee must understand the importance of
carrying out service tasks in such a way that GUESTs needs are the priority.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS10 Provide a Table Service

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The GUEST is greeted upon entering restaurant and shown to


available table. The GUEST is acknowledged by a member of
service STAFF within 60 seconds of being seated.

The Breakfast buffet/ ordering procedure is explained to the


GUEST.
"Our breakfast buffet has a selection of fruit juices, fresh fruit,
yoghurts and cereals as well as a selection of hot dishes. Please
help yourself.

Breakfast billing procedures must be adhered to. Where the


GUEST is required to sign a breakfast docket, the GUESTs
name and room number must be compared to the GUEST list.

Employee adheres to the welcoming and seating procedure


for GUESTS and ensures GUESTS are attended to within 3
minutes of GUESTS being seated.
The Employee is able to advise GUESTs on the breakfast
buffet content and is able to serve tea/coffee and specific
breakfast food orders to the standards laid down.
The Employee is able to serve pre-plated food to the
GUESTs table and offer appropriate condiments.

Tea or Coffee is offered and served within 2 minutes after the


GUEST has been seated.
"May I offer you some tea or coffee?"

GUEST is offered a choice of hot or cold milk with their tea or


coffee. Tea pot should be placed on table.

Dirty plates, glasses and cutlery are cleared and replaced as soon
as possible after GUEST has completed any course.

Plates are cleared from the GUEST's right hand side. Check
sufficient and appropriate cutlery on table.

Toast is delivered to GUEST's table with main course (i.e. eggs,


bacon, etc.) where there is no toaster on the buffet for self-service

Check sufficient butter on table.

Refill of coffee is offered during meal.

Dirty ashtrays are changed during service (if applicable in


designated smoking areas).

Place a clean ashtray upside down over the dirty ashtray so that
it forms a lid. Lift both ashtrays from table. Turn clean ashtray
upright and place it on the table.

The Employee is able to clear tables of crockery, cutlery and


glassware when necessary during and after food service,
utilising correct clearing procedures and with minimum
disturbance to the GUESTS.
Employee is able to prepare the GUEST's breakfast docket,
receive and accurately process all methods of payment
(including credit cards, Prokard discounts, and signing of
GUEST bills to the GUEST's Room account.) and close off
the restaurant docket.

The Employee is able to deal with unexpected situations


e.g. spillages, breakages, GUEST requests, etc.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB4: RESTAURANT SERVICE: Breakfast Buffet Service

Skills Development Framework: FSSP3

GUEST SERVICE
STANDARD

A full breakfast buffet with all specified items is available to the GUEST during specified service times. The breakfast buffet is
maintained during service with items being replenished as necessary.

PERFORMANCE STANDARD

The employee must be able to prepare a breakfast buffet in an effective, attractive, hygienic and organised manner. The employee must understand the importance of
prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS12 Provide a Carvery/ Buffet


Service

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The Breakfast Buffet is clean and all items correctly positioned for
food service.

Table linen and decorative display items are clean, free from
damage and correctly arranged for food service.

Plates and crockery on buffet are checked for cleanliness and are
sufficient for service (and at appropriate temperature).

Sufficient service gear is available on the buffet for food service.

Condiments, accompaniments, preserves, etc. are correct for food


service and all containers clean.

Buffet dishes are checked and replenished as necessary during


service.

Where applicable, the food is portioned, served and arranged and


assistance given to GUESTS as appropriate.

The necessary dish identification signage is placed on the buffet and


the sign corresponds with the appropriate buffet item.

The Employee is able to lay out required food and non-food


items on a Breakfast Buffet display with due consideration to
display, safety and hygiene.
The Employee is able to maintain the Buffet through ongoing checks and replenishing items such as glasses,
crockery, juices, fruit, cereals, etc where necessary.
The employee is able to advise GUESTS on the buffet
content and items.
The Employee is able to assist GUESTS by serving items
from the Buffet, using the correct service technique.
The Employee is able to deal with unexpected situations
such as breakages, spillages, soiled linen, etc.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB5: RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation

Skills Development Framework: FSSP3

GUEST SERVICE
STANDARD

Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
served, and in accordance with the Hotels standards.

PERFORMANCE STANDARD

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS09 Prepare and Clear Areas for


Table Service

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Table cloths or Table mats are checked and are clean, free of tears
or stains and in good repair.

Tables are correctly positioned and free of wobbles. Seats are free
from debris and damage and are clean and correctly positioned.

Cutlery is clean, polished and correctly positioned in the place


setting i.e. Meat Fork (left) and Meat Knife (right) placed on either
side of place setting; Dessert Spoon and Dessert Fork placed above
setting. Side knife placed to the left on the sideplate.

Crockery is placed, as appropriate sideplate to left hand side of


meat fork.

Paper or linen serviette is folded in triangle and placed on sideplate


or in the middle of the setting. Side knife placed on top of folded
serviette.

The wine glass is placed to the right of the cover, above the Meat
knife.

Condiments and table accessories are neatly positioned in the


centre of the table and include:-

Salt and Pepper cruet


Sugar bowl containing corporate White and Brown sugar
sachets./ tubes and sweetener sachets
Butter and margarine.
Ashtray or "No Smoking" sign.
Flower table decoration.

Check cruets clean and filled. Empty sugar bowl, wipe and refill.

Employee is able to follow all restaurant cleaning


procedures including restaurant mise-en-place preparation,
timeously and efficiently, with regard to work flow and
attention to detail (See Service Standard FB1).

Use covered plate or covered tray to carry cutlery.


All cutting edges of knives should face to the left. Covers should
be laid directly opposite each other.

Corporate logo is visible if paper napkins are used.

Polish glasses - handle by stems.

Employee is able to lay up tables for lunch/ dinner service,


ensuring the cleanliness of linen/ place mats, crockery,
cutlery and glassware, in accordance with the service
standards, efficiently and with due regard to work flow.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB6: RESTAURANT SERVICE: Meet, Greet and Seat Procedure


GUESTS are greeted and seated upon entering the Restaurant. Menus and Wine Lists are presented and preliminary drinks
service is completed, within the service times, to the required service standard.

GUEST SERVICE
STANDARD

PERFORMANCE STANDARD

Skills Development Framework: FSSP3


FS10 Provide a Table Service
FS11 Provide a Table Drink Service

The employee must be able to provide table service (lunch/ dinner service), including table drink service, in an effective, prioritised and organised manner. The employee
must understand the importance of carrying out service tasks in such a way that GUESTs needs are the priority.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The employee is able to ascertain GUEST needs and


requirements upon entering the restaurant (i.e. number of
GUESTS, smoking/ non-smoking, location, etc) and act
upon these identified needs accordingly.

GUESTS are greeted upon entering the restaurant and personally


escorted to the allocated table.

Assistance is given in seating GUESTS.

GUESTS are greeted and welcomed by Waiter/ Waitress within 60


seconds of the GUESTS being seated.

Waiter/ Waitress gives his/her name to the GUEST and advises


the GUEST that he/ she will be serving the table.

The menu is presented to all GUESTS.

The Menu is presented open, from GUEST's right hand side,


female GUESTS first. (Menus must be clean and in good repair).

The Wine List is presented to the Host.

The GUEST is asked if they would like to order drinks.


"May I bring you an apritif or something to drink in the meantime?"

Drinks are delivered to GUEST within 3 minutes of the beverage


order being taken.

The wine list is presented, open, to Host. (Wine Lists must be


clean and in good repair)

See Table Drinks Service Standard.

The employee is able to escort GUESTS to appropriate


tables and present menus and wine lists.
The Employee is able to advise GUESTS on alcoholic and
non-alcoholic beverages and their availability.
The Employee is able to serve drinks (including bottled
wines), in appropriate glasses, using the correct service
procedure.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB7: RESTAURANT SERVICE: Table Drinks Service


GUEST SERVICE
STANDARD

GUESTS are presented with the Wine List and preliminary drinks orders are taken and served, within the service times, to the
required service standard.

Skills Development Framework: FSSP3


FS11 Provide a Table Drink Service
FS14 Serve bottled wines

The employee must be able to provide table drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
way that GUESTs needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.
GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The GUEST is asked if they would like to order drinks.


"May I bring you an apritif or something to drink in the meantime?"

Drinks are delivered to GUEST within 3 minutes of the beverage


order being taken.

Drinks are served to the GUESTS, with bottled beverages being


poured for the GUEST as appropriate.

In the case of bottled wine service, the appropriate service


procedure is followed.

Should GUESTs not wish to order wine, or if additional drinks are


ordered in addition to wine, the order should be taken, starting
with the GUEST to the right of the Host and moving anticlockwise around the table.
Repeat the drinks order to the GUESTs to ensure order is
correct.
Additional drinks may be served while the GUEST is reviewing
the Wine List and Menu.

Drinks are served, using tray service, at the correct temperature


and with the correct glass type, as soon as possible.
Bottled drinks are poured for the GUEST at the table.

The Employee is able to take drinks orders, process the


orders and serve the drinks (including bottles of wine) to the
required standard and using the correct glasses and
accompaniments.
The Employee is knowledgeable about the availability of
listed wines and the basic categories (i.e. semi-sweet, dry,
etc).
The employee is able to deal with unexpected situations (eg.
The wrong order is delivered, breakages, spillages, chipped
glassware, etc.)

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB8: RESTAURANT SERVICE: Taking a Food Order


The GUEST is advised of recommendations, availability of menu items and of specialities of the day. The GUESTs food order is
accurately written down in accordance with the laid down procedure.

GUEST SERVICE
STANDARD

Skills Development Framework: FSSP3


FS10 Provide a Table Service

The employee must be able to provide table food and drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks
in such a way that GUESTs needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.
GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Rolls/ bread basket are placed on table or served.

Unused covers are removed by placing serviette on sideplate and


placing unused cutlery onto covered sideplate.

Rolls/ bread must be served at the appropriate temperature.


Check that sufficient butter is available on the table.

The wine order is taken and served.

See Service Standard FB9: Serve Bottled Wines

GUESTS are advised on daily specials or Chef's recommendations.


"May I tell you about our specials today? We have..."

Explain daily specials/ which dishes/ menu items are unavailable


and answer questions GUESTS may have.

Employee is able to advise GUEST on menu content and


preparation methods, take the GUEST's order accurately
and efficiently and process the order.
The Employee is knowledgeable about the availability of
listed menu items and specials of the day and is able to
advise on recommendations when asked.
The employee is able to accurately complete a restaurant
docket order, noting special requests, and is able to process
the order.
The employee is able to deal with GUESTs special requests
and/or handle GUEST complaints.

The GUEST is asked if they would like to order.


"Would you like to place your order?"

The GUEST's food order is taken accurately. Service personnel are


able to advise GUEST on menu content and methods of
preparation.

Menus are collected from the GUESTS and order placed with
Kitchen.

GUESTS must be allowed sufficient time to make their menu


choices.

Note special requests (e.g. medium rare, baked potato, etc).


Note number of dishes and time order taken.
Repeat the order back to the GUEST.

The employee is able to deal with situations relating to the


non-availability of menu items and are able to advise
GUESTS on alternative choices.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB9: RESTAURANT SERVICE: Serving Bottled Wines


The GUEST is advised of available wines and recommendations. The GUESTs wine order is accurately written down in
accordance with the laid down procedure.

GUEST SERVICE
STANDARD
PERFORMANCE STANDARD

Skills Development Framework: FSSP3


FS14 Serve bottled wines

The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The GUEST is presented with the Wine List informed of any wines
that are not available.

The GUEST is allowed an opportunity to review the Wine List.

The GUEST is asked if they wish to order wine with their meal.

The wine order is taken and the order processed.

Employee is able to advise GUEST on wine types and the


availability of listed wines on the wine list.
The employee is able to take the GUEST's wine order
accurately and efficiently and process the order.
Repeat the wine order back to the GUEST to ensure the correct
order has been taken. Ensure you know what wines are not
available.
Note who has ordered the wine. This will be the person who will
usually do the first tasting.

The GUEST is presented with the bottle of wine and, upon approval,
the wine is opened.

Present the bottle in the palm of the hand to the host or the
person who ordered the wine, with the label facing them so the
GUEST can read the label.
Only open the wine once the host is satisfied.
If possible, open the wine at a sideboard or away from the table
(but still in view of the GUEST).
Ensure sufficient wine glasses are on the table.
Wine is served at the appropriate temperature, in the appropriate
glasses

The host is poured a small amount to taste and, when the host has
approved, the other GUESTS are served and then the Hosts glass
is filled.

Glasses are refilled as required.

When the bottle is empty, the Host is asked if they wish another
bottle of the same wine or if they wish to see the wine list.

Pour from the GUESTs right hand side. Do not overfill glasses:
for white wine and for red.
Check if the GUESTS would like more wine by presenting the
wine bottle to them.

The employee is able to serve the wine in the appropriate


manner and in accordance with the service standrd.
The employee is able to deal with GUESTs special requests
and/or handle GUEST complaints.
The employee is able to deal with situations relating to the
non-availability of wine list items and are able to advise
GUESTS on alternative choices.
The employee is able to deal with unexpected situations
such as spillages, breakages, corks breaking in the neck of
the bottle, etc.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB10: RESTAURANT SERVICE: Food Service Procedure

Job Position: Waiter / Waitress

GUEST SERVICE
STANDARD

GUESTs orders are delivered to the table, within the required service times, and served appropriately to the service standard
required.

Skills Development Framework: FSSP3


FS10 Provide a Table Service

PERFORMANCE STANDARD

The employee must be able to provide table food service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
way that GUESTs needs are the priority.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Appropriate cutlery is laid prior to the service of Starters.

Use covered plate or covered tray to carry cutlery to the table.

Appetisers/ Starters are served within 10 to 15 minutes of the order


being taken. Starters are identified when being placed on the table.

The correct food order is served to each GUEST as appropriate.

Appropriate condiments/ accompaniments are offered/ served to the


GUEST .

Appetisers/ starters are cleared within 3 minutes of the GUEST


finishing.

Appropriate cutlery is re-laid prior to the service of the main course.

Use covered plate or covered tray to carry cutlery to the table.

The GUEST's main course is served, at the appropriate


temperature, within 10 to 15 minutes of the starter being cleared.

All dishes of one course are served at the same time. Dishes are
identified when placed in front of the GUEST.

Appropriate accompaniments are offered and served.

Ashtrays are changed before serving food orders and again


during service of the meal (if applicable in the smoking section)

Waiter/ Waitress checks back with table within 5 minutes of main


course being served.
"Are you enjoying your meal?" "May I bring you anything else?".

All dirty crockery and cutlery is cleared within 3 minutes after


GUESTS have finished with each course.
Toothpicks are placed on the table after completion of the main
course.

The Employee is able to manage his/ her orders from the


pass to ensure these are served to the GUESTs table
timeously and efficiently.
The employee is able to set the table with the required
cutlery in accordance with the menu items ordered.
The employee is able to serve food orders to the standards
laid down, and is knowledgeable on the methods of service
and accompaniments for each dish.

Leftover food items and condiments or accompaniments are


removed from the table when appropriate.

The employee is able to check that the food served is as


ordered and of the quality and quantity required.
The Employee is able to serve each dish to each GUEST,
using appropriate service methods, in accordance with the
laid down service procedures with the correct
accompaniments.
The Employee is able to deal with unexpected situations
such as breakages, spillages, soiled linen, etc.
The employee is able to deal with situations where a GUEST
is unhappy with their meal.
The Employee is able to clear tables of crockery, cutlery and
glassware when necessary during and after food service,
utilising correct clearing procedures and with minimum
disturbance to the GUESTS.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB11: RESTAURANT SERVICE: Restaurant Billing Procedure

Skills Development Framework: FSSP3


GUEST SERVICE
STANDARD

Dessert and/ or coffee service is completed. Restaurant dockets are accurately prepared and presented.
Payment is processed with minimum delay and inconvenience to the GUEST.

PERFORMANCE STANDARD

The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

XX10 Maintain Data in a Computer


System

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The employee is able to operate a till point/ register (See


Service Standard G7: Operate a Payment Point and process
Payments.

GUESTS are offered further service after completion of main course


(desserts/ coffee service).
"May I offer you the dessert menu or would you like coffee?"

Further dessert/ coffee service is completed.


"May I bring you anything else or would you like your bill?

The Restaurant docket is prepared upon the GUEST requesting the


bill.

The Restaurant docket is presented to the GUEST (Host) in a folder,


with a pen and wrapped mints, and placed on the Host's right hand
side.

The docket is removed once it is seen that the GUEST has placed
money, a credit card or has signed the bill, and the transaction is
processed.

Credit Card procedure is correctly followed.

Change/ credit card vouchers/ signed dockets are presented to the


GUEST within 2 minutes of payment being made.

Where payment is made by credit card or the GUEST signs the


bill, use the GUEST's name -

The GUEST is thanked for his patronage.


"Thank you Mr ......., I do hope you have a pleasant evening."

Before presenting the restaurant docket to the GUEST the


docket is checked to ensure that all items are correctly charged.

The Employee is able to prepare the GUEST's docket,


receive and accurately process all methods of payment
(including credit cards, Prokard discounts, and signing of
GUEST bills to the GUEST's Room account.) and close off
the restaurant docket.
The employee is able to process a GUEST Prokard discount
in accordance with the procedures set out in the Prokard
Training Manual.
The employee is able to receive payment from the GUEST,
calculate and make correct change and present to the
GUEST.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB12: ROOM SERVICE: Service Area Preparation

Skills Development Framework: FSSP1


GUEST SERVICE
STANDARD

The Room Service Area is clean, correctly stocked and laid up prior to and during service times. Sufficient food and beverage,
crockery, cutlery, linen and equipment stocks are available and are checked prior to service.

PERFORMANCE STANDARD

The employee must be able to prepare for room service in a hygienic, competent and organised manner. The employee must understand the importance of preparing the
room service area within determined time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS06 Prepare and Clear Areas for


Room Service

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

The Room Service area is clean and service equipment clean and
correctly located for use.
Sufficient stocks of food items, crockery, cutlery, linen and service
equipment is available and ready for service.

Clean and fill:Cruet Sets


Sugar
Condiments

Polish cutlery and glasses

Condiments and accompaniments are prepared and ready for


service.

Collect cloches (food covers) and clean

All room service items (incl. trays) are set up for service.

Check glassware and crockery for cracks and chips.

Bar and beverage stocks are correctly stored and rotated as


required.

Stock and set sideboards.

Used and soiled service linen is prepared for laundering or disposed


of correctly.

Check stationery requirements (incl. dockets and


billing forms).

Check and stock linen requirements for service.

Prepare butter, jams, etc.

Set room service trays and place on tray racks.

Ensure enough cutlery in cutlery trays.

Prepare used and soiled linen for laundry.

The Employee is able to follow all cleaning procedures and


Room Service mise-en-place preparation, timeously and
efficiently, with regard to work flow and attention to detail.
The Employee must be able to operate and maintain basic
equipment such as electric toasters, hot water urns, till
machines (including changing audit rolls), stoves, etc.
The Employee is able to maintain stock count sheets, fill in
requisition sheets for dry goods and fresh supplies,
crockery, linen, stationery, etc
The Employee is able to lays up trays to the required
standard for the type of service, ensuring the cleanliness of
linen, crockery, cutlery and glassware, in accordance with
the service standards, efficiently and with due regard to work
flow.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB13: ROOM SERVICE: Taking GUEST Orders

Skills Development Framework: FSSP3


FS21 Provide a Room Service

GUEST SERVICE
STANDARD

The Room Service GUEST Service phone is answered within 3 rings and Room Service orders and requests are accurately
recorded in an efficient and courteous manner.

PERFORMANCE STANDARD

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

ORDER TAKING

The Room Service phone is answered within three to five rings.

The Department and Service Attendant is identified.


"Room Service, good morning/ afternoon, (Name) speaking, how
may I help you?"

The GUEST's order or request is ascertained. Appropriate


questions are asked to ascertain GUEST requirements.

The GUEST's Room number and order is repeated to GUEST


together with confirmation of special requests.
"May I repeat your order to ensure that I have all the details, Mr
James?". "And your Room number is ...?"

Inform the GUEST of the applicable Tray Charge.

The GUEST is informed of approximate time for delivery.


"You will receive your order in approximately ... minutes, Mr
James."

Where the phone cannot be answered in required time, offer an


apology to the GUEST.

Where possible, use the GUEST's name while taking the order.
The time the order was taken must be noted on the docket.

The Employee must be able to advise GUESTs on menu


content and preparation methods, take the GUEST's order
accurately and efficiently and process the order.
The employee is able to advise the GUEST on alternative
suggestions where certain menu items might not be
available.
The Employee must be knowledgeable on the methods of
service and accompaniments for each dish or beverage.

Guideline Times:Beverages Snacks


Meals
-

15 minutes
20 minutes
20 - 30 minutes

If there are unforseen delays in processing the order in the time


advised, the GUEST should be informed promptly.
If, after taking an order, the dish is unavailable, phone the
GUEST back, apologise and offer another suggestion.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB14: ROOM SERVICE: Preparing a Room Service Tray for Service

Skills Development Framework: FSSP3


FS21 Provide a Room Service

GUEST SERVICE
STANDARD

Room Service trays are correctly laid up with crockery, cutlery, glassware, linen and condiments in accordance with the GUESTs
Food or Beverage order.

PERFORMANCE STANDARD

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

TRAY LAYUP

The Room Service tray is covered with a fresh linen tray cloth/
covering, clean and without tears or stains.

Appropriate cutlery, for the dishes ordered, is wrapped in a clean


folded linen serviette or according to the Hotels standard.

Appropriate glassware and crockery is placed on the Room


Service Tray. Glassware and crockery is checked for chips and
stains.

Condiments, including sugar bowls, salt and pepper cruets, etc


appropriate for the GUESTs food or beverage order, are placed
on the Room Service Tray. An appropriate tray decoration (flower
in a vase) is placed on the tray (Premier Protea Hotels only).

The employee must be able to layup the tray with prepared


food or beverage items in accordance with the GUESTs
order and to the standards laid down.
The Employee must be able to check that the food issued by
the kitchen corresponds with the GUESTs order and that
the quality, presentation and temperature are of a high
standard.
The Employee is able to serve food using clean and
undamaged crockery with due regard to hygiene.
The Employee must be knowledgeable on the methods of
service and accompaniments for each dish or beverage.
The employee must be able to prepare beverages or small
items (i.e. tea, coffee, Milo, milkshakes, sandwiches, salads,
etc) according to the GUESTs order.

FOOD AND BEVERAGE SERVICE

Food items are served at the appropriate temperature and are


covered for service (a cloche or similar may be used but direct
contact with the food must be avoided).

Beverage items are served at the appropriate temperature and in


the appropriate containers.

Items that may spill during transportation are secured to prevent


spillage.

All food items are covered (e.g. milk jugs, salads, etc)

The employee must be able to operate preparation


equipment such as a microwave to heat food, coffee
machines, hot water urns, blenders, etc.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter / Waitress

FB15: ROOM SERVICE: Order Delivery


Room Service orders are delivered to the GUESTS room, at the appropriate temperature and correctly laid out, within 15 minutes
for beverages and within 30 minutes for a meal, of the order being placed by the GUEST.

GUEST SERVICE
STANDARD

PERFORMANCE STANDARD

Skills Development Framework: FSSP3


FS21 Provide a Room Service
XX10 Maintain Data in a Computer
System

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

DELIVERY

Delivery is made to GUEST room within 5 minutes of time


promised and within the service times set.

The GUEST must be advised if order will be late.

The Knocking and Entering Procedure is adhered to and the


GUEST is greeted (by name where possible).
Knock three times, "Room Service".

The employee is able to deliver the order to the correct room


within acceptable time limits.

All food and beverages served covered and at the proper


temperature (hot or cold) with appropriate condiments, cutlery
and crockery.

The employee is able to deal with unexpected situations


(e.g. GUESTs not answering the door, requests for items not
on the menu, incorrect orders, etc)

The GUEST is asked about tray placement and Service


Attendant offers to pour tea/ coffee/ beverages.

Further service is offered to the GUEST.


"Is there anything else you require?"

The Room Service docket is presented in a folder, together with


a pen, to the GUEST for signature.

The GUEST is informed about tray collection procedure.

The GUEST is wished an enjoyable meal and a pleasant day.

The Employee must be able to work in a systematic and


thorough manner and be able to work under pressure,
ensuring the Room Service service standards and delivery
times are achieved.

The Employee is able to prepare the GUEST's docket,


operate the paypoint and is able to prepare required Room
Service docket summaries or reports accurately.

Inform the GUEST that he may telephone Room Service for tray
collection or may place tray outside Room.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Bar Attendant

FB16: BAR SERVICE: Service Area Preparation

Skills Development Framework: FSSP5

The Bar is clean and stocked 15 minutes before scheduled service times with sufficient stocks, at the required temperatures, for
full service period.

GUEST SERVICE
STANDARD

FS04 Prepare and clear areas for


drink service
FS05 Clean and Store Glassware
FS07 Clean and restock drinks
machines/ equipment
FS16 Maintain kegs and gas cylinders
for use

The employee must be able to prepare drink service areas in a hygienic, proficient and systematic manner. The employee must understand the importance of preparing the
drink service area within determined time frames in order to maximise GUEST satisfaction.
Each Employee must be able to clean and handle glassware in an efficient, hygienic and organised manner. The Employee must understand the importance of preparing the
glassware and cleaning area within the specified time frames.
PERFORMANCE STANDARD

Each Employee must be able to prepare drink machines/equipment in a hygienic, efficient and systematic manner. The Employee must understand the importance of preparing
the drink machines/equipment in accordance with specifications
Each Employee must be able to prepare for use of kegs and gas cylinders. The Employee must be able to check for faults understand the importance of carrying out his
tasks according to specifications.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Requisitions for beverage stocks are timeously made in


accordance with the Hotel procedure.

Stocks for bar service are replenished to the required levels and
are stored and correctly arranged for service.

Stock is rotated according to Hotel procedures.

Glasses are checked and packed for convenience during service.

Drink accompaniments are prepared and stored ready for


service, incl.:- ice and water
- food garnishes for drinks
- cordials or minerals or juices

The employee is able to take a bar stock count and


complete a beverage requisition form to bring the bar up to
par stock.
The employee is familiar with stock rotation and is able to
pack fridges and storage areas in accordance with stock
rotational requirements.
Glassware is checked for cleanliness and free of chips. Sufficient
range and quantity is available for service.

The employee is able to complete a stock take form and any


other related paper work.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Bar Attendant

FB16: BAR SERVICE: Service Area Preparation

Service equipment is checked incl:bottle openers and cork screws


Till rolls and dockets
measures and pourers and drip trays
ice buckets and tongs
knives and chopping boards
optics
glassware
coasters and dripmats
all electrical equipment for bar service.
Counters, shelves and refrigerated units are clean and free from
dust.

Drink dispensing equipment is in good working order and kegs


filled.

Bar furniture and counter/ table items are checked, clean and
correctly arranged.

Signage and promotional material is current, accurate, free from


dirt and correctly displayed.

Check public toilets to ensure cleanliness and sufficiently


stocked with toilet paper, paper towels, soap, etc.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Bar Attendant

FB17: BAR SERVICE: Drinks Service

Skills Development Framework: FSSP5


FS18 Provide a drink service for
licensed premises
FS15 Prepare and serve cocktails
FS14 Serve bottled wines
XX22 Operate a payment point and
process payments

GUEST SERVICE
STANDARD

Drinks and beverages are served to GUESTS, at the appropriate temperature and in the correct glasses, with appropriate mixers,
promptly and courteously.

PERFORMANCE STANDARD

The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

GUESTS are acknowledged, with a verbal greeting, by the Bar


Attendant within 60 seconds .

Recommendations are made and the GUEST's order is


ascertained. The GUEST's order is repeated and order served
within 2 minutes of order being taken.

Coasters are placed in front of GUEST before order is served.

All drinks are served in correct glasses with appropriate


garnishes/ and or accompaniments (i.e. slice of lemon with Gin
and Tonic).

Bottled drinks/ beverages are poured for the GUEST.

Ashtrays are emptied and cleaned during bar service.

The GUEST's drinks are replenished when appropriate.

Payment is accepted and change made and given to GUEST


together with till slip or docket..

The GUEST is thanked for his/ her patronage when change is


given.

Employee is able to dispense drinks and beverages


according to GUEST's requirements and laid down service
standards.
Where appropriate, the cocktail list/ wine list is presented open to
the GUEST and recommendations made.

Check glasses clean and polished before serving the order- beer
glasses should be chilled.
Ask the GUEST if you may pour the drink for him/ her.

The employee is knowledgeable of the various types of


drinks and the correct preparation and presentation of such
drinks. Employee is able to maintain high bar service
standards.
Employee is able collect payment, operate the till register,
and deal with various payment methods. Employee is able to
complete end of shift reconciliations, float counts and
complete the required control documentation.

STANDARDS OF OPERATION AND SERVICE


MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

Job Position: Waiter

FB18: CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms

Skills Development Framework: FSSP1


GUEST SERVICE
STANDARD

Conference Rooms are set up as per the GUEST's requirements and the Function Sheet. All equipment is correctly set up and
checked prior to the Conference taking place. The Function Room is clean and tables laid to the required standard.

PERFORMANCE STANDARD

Each Employee must be able to prepare Function Rooms for service in an effective, hygienic and organised manner. The Employee must understand the importance of
preparing the service area within the specified time frames.

GUEST SERVICE STANDARD

ADDITIONAL INFORMATION

FS08 Prepare, Service and Clear


Function Rooms

COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)

Function Sheets are checked to ascertain the GUEST's


requirements.

Carpets and floor coverings are vacuumed and cleaned.

Tables and chairs are set up to the required room layout


specifications. Chairs are checked that they are clean and free of
debris and in good repair.

Tables are laid with the appropriate linen/ coverings. Linen is free
from tears and damage.

Glassware, Water Jugs, Cordials etc. are placed on the table in


accordance with set procedures

Corporate stationery, conference pads, pencils, etc are placed on


the table in accordance with set procedures

Flip Charts are free from damage and positioned in a sturdy


position as per the Function Sheet. Sufficient Flip Chart paper is
available.

Sufficient pens are provided for the Flip Chart. Pens are checked
that all are working.

All audio visual equipment is set up according to the Function


Sheet. Equipment is correctly set and checked to be in correct
working order. Sufficient extension leads are available for use if
required.

Function Room lighting is checked, all light bulbs and switches


are in working order.

Airconditioning controls are checked and set.

Music/ audio systems are checked.

The employee is able to ascertain the correct room layout,


seating plan, equipment set-up and other requirements from
the function sheet.
Employee is able to lay up Room in appropriate style,
ensuring the cleanliness of linen, crockery, cutlery and
glassware, in accordance with the service standards,
efficiently and with due regard to work flow.
Employee is able to assemble various conference
equipment, incl. audio-visual equipment to the requirements
of the organiser, with due regard to safety and security of
personnel and equipment.
Employee is able to advise GUEST on carvery/ buffet
service. The employee is able to serve drinks and food
orders to the standards laid down, and is knowledgeable on
the methods of service and accompaniments for each dish.
The employee is able to set up and serve tea/ coffee/
beverages as required and to the laid down standard.
Electrical leads are safely secured or covered.

The employee is able to take an equipment stock count and


complete a correct inventory control and records for audiovisual equipment and other conference equipment and
furniture.