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Trainer:
NAME OF TRAINEE
Prepare the Dining Area/Restaurant Area for Service
Answers phone inquiries promptly, clearly and accurately

FOOD AND BEVERAGE SERVICES NC II

Details of Reservatons were recorded

Repeat and confrm the details of reseravton

Provide additonal informaton of food service

estbalishment
Supplies in the Service Staton are stock with necessary for
service
Tableware and Dining Room Equipment are cleaned, wiped
and properly placed

Tent card or special displays are put for promoton

Table, tableware, and dining room equipment are checked

Pitchers and buckets are flled

Turned on Electrical applinace and equipment

Reflled condiments and sauce botle

Welcome Guest and Take Food and Beveraage Orders
Acknowldege Guest
Greet the guest
Check the details of reservaton
Escort and seat the guest
Utlized tables accordingly

Guest are seated evenly among statons

Legend:
open table napkin for the guest

Serve the water

Presented the menu accordingly

Take orders completely

Note special needs and requirements

C - Completed
Repaet back orders
Provide appropriate tableware and cutlery for the menu
choice and rectfy

NYC - Not Yet Completed

Place order and send to kitchen
Check the quality of food
Check the tablewares for chips, marks, cleanliness, spliss
and drips
Carry out plates/trays
Promptly advised colleagues regarding the readiness of
items for service
Relay dietary, religious restrictons and special request to
the kitchen
Observe work technology

Promote Food and Beverage Products

Master names and pronunciaton of dishes in the menu

Memorized ingredients of the menu

Know the sauces and accompaniments by the heart

Study the descriptons onf every item

Master food allergens to prevent serious health
consequences
Provide and explain the informaton about the food items
Ofer items on specials or promo to helt the guest in food
selecton

Suggest specifc name of items in the menu rather than

mentoning general categories in the menu

Give several choices to provide more optons to guest

Use descriptve words while explaining the dishes

Carry out suggestve seling

Suggest slow moving but highly proftable product

Ofer second servings of items order

Menton food proton or sizes for possible adjustment

Recommend new items to regular guests to try other item

Provide Food and Beverage Serviec to Guests

Pick-up food orders promplty form service areas

Check food orders for presentaton and appropriate garnish

Serve food orders to the right guests

Serve and clear foods with minimal disturbance to other
guests

Menton the name of the dish in front of the guest

Monitor sequence of service

Antcpate additonal guest request

Ofers additonal food and beverage and served at
appropriate tme
Provide necessary condiments and appropriate tableware

Recognize delays and defciencies in service and follow-up

promptly

Conducts 3-minutes check

Treat children and guests with special needs and extra care

Prepare (banquet) service ware and checks for

completeness

Set-up tables and chairs in accordnace with events

Serve food according to seven principles

Handle food based on safety principles

356 Hours

Ensure coordinated service of meal course

Keep assigned areas cleaned

ACHIEVEMENT CHART

Clear tables and prepared soiled dishes to be brought for

dishwashing functon
Note and monitor guests being served
FOOD AND BEVERAGE SERVICES N CII

Pick-up up promptly beverages from the bar

Check beverage orders for presentaton and apropriate

garnishes
Serve beverages at appropriate tme
Serve bevergaes efciently
Serve beverage at right temperature

Open wine botle with minimal disturbances to guests

Carry out wine service

Carry ou cofee/tea service

Preapre and process bills

Verify amount due

Accept cash and non-cash payments and issue reciepts

Give change as required

Complete required documentaton

Removed soiled dishes when guests are fnished

Handle food scarps according to hygienic procedures

Clean and store equipment in accordance with hygienic

regulatons and enterprise procedures

Clean, reset, and make ready teables for next sitng

Thanks the guest and warm farewell

Turn of electrical equipment

Determine level of intoxicaton of guest

Refer difcult situatons

Apply appropriate procedures to the situaton

Apply legislatve rquirements

Provide Room Service

Answer telephone calls promptly and courteously

Check and use guest' name throught intercaton

Clarify and repeat and check details of orders with guest for
accuracy

Use suggestve seling techniques

Advise guest of approxiamate tme of delivery

Record and check room food orders with relevant

informaton

Intrepret accurately room service orders received from

doorknob dockets

Transfer and relayed order promptly to appropriate locaton

for preparaton

Prepare room service equipment and supplies

Set-up tray and trolleys keeping in mind balance, safety and

atractveness

Set-up room service trays and trolleys according to food and

beverage ordered

Check order before leaving the kitchen

Cover food items during transortaton

Verify the guest's name on the bil before announcing the

staf's presence outside the door

Greet guest politely

Ask guest where they want the trays and trolleys to be

positoned

Delivered food on-tme

Check guest accounts for accuracy

Acknowldege and present to the cashier cash paymanets

for processing
Ask guest to sign for charge accounts
Explain procedures to take away the tray or trolley when
the guest fnished the meal

Check and clean foors

Clean dirty trays

Clean trays and trolleys and returned to room service area

Receive and Handle Guest Concerns

Obtain entre story, issues and concern from the guest

without interrupton
Note details of complaint or concern

Give full atenton of complianing guest

Paraphrase guest complian

Ofer sincere apology

Show empathy to guest

Avoid excuses and blaming others

Ezpress grattude for bringing the mater up for atenton

Take appropriate actons

Elevate or refer difcult situaton to higher authoriry

Follow-up on the problem

Documents complaint

Recognized person concerned record actons taken

Collate, log feedback received from the guests