CORPORATE HR OFFICE

TRAINING AND DEVELOPMENT SECTION

Name: ____________________________________________

Vision
”To be the preferred local Hotel Chain brand in the Philippines by 2025”

Mission
”To engage our people as partners enabling them to provide our customers with quality
and consistent customer service.”

CORE VALUES
LOYALTY – We take ownership by treating the business as our own.
INTEGRITY – We are honest and consistent in our interactions with our partners and the
communities in which we operate.
PARTNERSHIP - We care for the general well being of our internal partners.
SERVICE PASSION - We treat our customers with the highest level of service that is
second to none.

ORGANIZATIONAL OBJECTIVES
• To own and manage 12 properties by 2025
• To develop a pool of competent partners
• To nurture a unique brand of service culture

Front Liners Creed

Customers are not an interruption of our work. They are our work. They are the ones
who are paying for our salaries. Without them, we don’t have work.

Handling Guest Complaints

1. Shut up.
2. Listen.
3. Take down notes.
4. Apologize (Even if it is not your fault.)
5. Empathize.
6. Inform guest of action.
7. Take Action.
8. Thank the guest.
9. Follow up.

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 SEQUENCESOF SPIELS (S.O.P.)

The F & B Service Partner stance:

Dominant hand over the other hovering on the top of the abdomen, feet together with a
welcoming smile. If uncomfortable, walk purposefully never forgetting to greet persons
one passes.

I. WELCOME
 Happy morning! (all day greeting), Ma’am/Sir, welcome to Café del Prado,
do you have a reservation? (With a slight nod, smile and an open palm
gesture.)
If “YES”: “Right this way. Please follow me.” Show direction with open
palm and a slight nod.
If “No”: “Table for how many, Sir/Ma’am? Right this way. Please follow
me.”

II. Guiding and Seating the Guests

 For elderly and/or physically challenged/persons with disabilities, assist
properly but ask permission first.
 Always follow guest preference.(Use a guest database system to record every
preference and complaint of guest.)
 For returning guests, “Welcome back, Ma’am/Sir.”
 Sequence for seating starts with identifying the Matriarch. But if clients are:
a. Two ladies – older woman
b. Family – lady of the house
c. 2 lady teens – closest lady
d. Group of ladies of the same age – If can’t be identified, look at which
among the partners for reinforcement, assistance (if not busy) (if Partners
can offer assistance).

III. Check Comfort and Seating Arrangement

 Upon seating: “Ma’am/Sir, are you comfortable?
If “YES”: “Ma’am/Sir, would you like me to get the menu already?”
 Client re-arranging utensils/the mise-en-place of table, help arrange them to
client’s preference:“Ma’am/Sir, may I?”

IV. Serving Water

 Water goblets are refilled every time water level reaches below half of the
glass. The next refill must not exceed ¾ of the glass.

From V to VII, take note:

1. Know your product. 7. Sauces, condiments, etc. that goes with the meal.
2. Portioning 8. Cutleries, chinawares& glasses
3. Doneness 9. Price
4. Ingredients 10. How the food was prepared.
5. Preparation time 11. Suggest other food items best to go with the
6. Presentation meal ordered.

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V. Menu Presentation
 Give menu (holding menu at upper part with your right hand and assist with
your left hand on the bottom part), open it at the Appetizer page, step back,
wait for 15 seconds, step forward and then ask:
“Ma’am/Sir, may I leave you for a moment?

VI. Order Taking

Adjust body to be in earshot with the client.
 After being called for or gestured at, approach the table, minding the distance,
and then ask:
“Ma’am/Sir, are you ready to order?”
 If it took a long time for the client to choose:
“Ma’am/Sir, excuse me, may I suggest…”
 If asking for bestseller:
(Know the category)”Ma’am/Sir, bestseller for meat or seafood?” (Suggestive
selling) “For chicken, the classic fried chicken, it’s soft, fried to perfection…”
 Remember it’s better to “underpromise but overdeliver.”
 Take note of the ingredients and side dishes that comes with the chosen dish,
so:
“The (dish) comes with vegetables, fries and baked potatoes, which would
you prefer?”
“Do you want vegetables, fries or baked potatoes to go with your dish?”
 The ordered dish has longer preparation time:
“Ma’am/Sir, please be informed that the dish takes about 30 min. to prepare,
will that be all right?”

VII. Suggestive Selling/Upselling

 The ordered dish has longer preparation time:
“Ma’am/Sir, please be informed that the dish takes about 30 min. to
prepare, will you be interested in some appetizers?”
“Ma’am/Sir, would you like some pica-pica while waiting?”
“Ma’am/Sir, will you be interested in today’s specials which are (dish 1)
and (dish 2)?”
“Ma’am/Sir, would you like a (drink) to go with your (dish)?”
 Take note: Ask for doneness, sauces, alcoholic or non-alcoholic drinks,
extra’s and portions.
 If one can’t hear: “Sorry, ma’am/sir?” or “Pardon, Ma’am/Sir?”

VIII. Repeat Order/s

Adjust body to be in earshot with the client.
1. “Will that be all, Ma’am/Sir?” or “Is that all,Ma’am/ Sir?”
2. “May I repeat your order?
Take note:
 You ordered (number of pieces) of (dish)…”
 “What would you like to serve first?”
3. “Did I get your order correctly?”
4. “Is there anything else?”
If none/”no”: Yes, Sir/Ma’am, excuse me.” Step/Slide back and leave.
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IX. Placing Order/s to System and Kitchen

X. Quality Checking
 Check if prepared food is within standards.
 Check portioning based on standards.
 Check preparation based on guest request.
 Check plates used.
 Check cutlery set-up in the table.
 Check condiments needed.
 Prepare all serving gears.

XI. Food Presentation

 Place the dish on table, point with open palm and say:
“Excuse me, Ma’am/Sir, your order of (drink) and (dish).”
 Last ordered dish:
“Excuse me, Ma’am/Sir, your order of (dish).Is there anything else? Please
enjoy your meal.”
 If steak: “Would you like your steak rare, medium rare or well done?”

XII. Check Satisfaction

 Check on clients after 15 minutes or after giving the change, whichever is
convenient for the guest and ask:
“Ma’am/Sir, is everything fine?”
If “Yes”: “All right then, enjoy your meal.”
Or: “Thank you very much, please enjoy your meal.”

XIII. Offer Dessert and Drinks

 Can be offered before end of main course or during clearing, buss out.
“May I offer you dessert, tea or coffee?”
“Anything for dessert? Coffee or tea?”

XIV. Clearing and Crumbing/Buss out

 Excuse yourself, touch the tip of the plate and look at the client, wait for their
permission (a nod, or a hand gesture) before bussing the plates out.
Or: “Excuse me, Ma’am/Sir, may I?”
 Note: Right side dish in, and left side for buss out.

XV. Presenting the Bill

 Wait for the motion for the bill, gesture with index finger up, slight nod with a
smile or approach them if not busy.
 If asked: “Of course, I will get it for you.”
 If with time, check if correct before giving.
 If wrong chit was given: Ma’am/Sir, I’m sorry.” Or Ma’am/Sir, I apologize.
Excuse me.”
 Upon giving the chit book: “Here is your bill, ma’am/sir.”
If cash: “Ma’am/Sir, I received (amount). Thank you”
“Ma’am/Sir, your change.”
If card: “Please sign here. Thank you Ma’am/Sir.”

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 XVI. Thank the Guest/s
 Maintain distance upon client’s standing, assist with the chair if necessary,
accompany to the entrance and say:
“Thank you for coming, Ma’am/Sir. Please do visit us again.”

NOTE:
 Endorse supervisor in front of clients, if needed.
“Mr. Tan, this is Jonna, our supervisor…”
 While waiting, take note of surroundings: vacant table, cleanliness of surroundings,
communicate reminders to fellow partners/assist partners whenever possible.
 If being cursed and shouted at, excuse yourself politely, step back, leave and inform
immediate supervisor about the incident.
 If not busy, the partner can accompany the client going to the direction or venue
they specified.
“Right this way, please follow me.” (With open palm pointing to the direction.)
 Giving directions should be short and precise:
1. Café del Prado to C.R. – Please follow me (to the exit doors of the café, point
with your palms open) Go straight ma’am sir, then turn right.
2. Café del Prado to the Pool - Please follow me (to the exit doors of the café, point
with your palms open) Go straight ma’am sir, then turn right then left.
3. Café del Prado to The Director’s Room - Please follow me (to the exit doors of
the café, point with your palms open) Go up on the first stairs you see on the
right, after the Front Office.

Please note:
Examination coverage:
1. Product Knowledge
2. Sequence of Spiels
3. Front Liners Creed
4. VMCO

Passing score: 80/100