Food and Beverage Standard Operating Procedures Manual

Comprehensive Training Guide for the New Service staff-
Food and Beverage
Standard Operating Procedures

Manual
Table of Contents
No Topic Page
1 How to greet the guest 6
2 How to escort and seat guest at his table 9
3 How to escort and seat guest at his table 10
4 How to put a napkin on the guest’s lap 11
5 How to put a napkin on the guest’s lap 12
6 How to present a menu 13
7 How to present a menu 14
8 How to suggest menu items 15
9 How to take an order 17
10 How to fill in a captain order 20
11 How to handle filled in captain order 22
12 How to handle wrong order 24
13 How to pick up drinks from bar 26
14 How to present drinks 28
15 How to serve drinks 29

16 How to serve juices 31
17 How to serve a beer 34
18 How to serve a bottle of white wine 37
19 How to serve a bottle of red wine 46
20 How to open a bottle of champagne 53
21 How to serve soft drinks 57
22 How to serve wine by the glass 59
23 How to propose another drink to a guest 61
24 How to pick up the order 63
25 How to place the order by waiter/food caller 66
26 How to hold plates 68
27 To serve food according to guest’s order 70
28 How to check guest satisfaction 76
29 How to change an ashtray on guest occupied table 78
30 How to present check 84
31 How to free table from bread crumbs 88
32 How to clear soiled plates from guest occupied table 90
33 How to set table for different meal operation 93
34 How to handle a guest check 95
35 How to handle payment 97

36 How to handle payment (charge on credit card) 98
37 How to handle payment (cash) 103
38 How to handle payment (room account of city ledger holder) 105
39 How to control spoilage and pilferage 108
40 How to polish glassware 111
41 How to handle glassware 114
42 How to add additional glasses 117
43 How to polish cutlery 119
44 How to add additional cutlery 121
45 How to remove surplus cutlery 123
46 How to handle reservation for lunch and dinner 125
47 How to report for duty 129
48 How to light a cigarette 131
49 How to clear and reset the table 134
50 How to thank guest for patronage 137
51 How to bid farewell to guest 139
52 How to place child into baby chair 141
53 How to serve tea 144
54 Cross selling (food and beverage outlets) 146
55 Up selling skills 149

56 How to handle a runway bill 151
57 How to handle complaints 153
58 How to handle complaints about resort facilities other than your own 156
59 How to answer guests’ questions 158
60 How to handle drunken guest 160
61 How to handle lost item 162
62 How to change table cloth 164
64 How to polish china ware 166
65 How to help guest when leaving 168
Task: GREET THE GUEST
Introduction:
Imagine you walk into a restaurant that you have never patronized before.
Nobody is there to greet you or to take care of you. You are left standing there for several minutes after which you decide to sit on the
next best table that you find.
At this moment, a waiter approaches you and says, “Sorry, you cannot sit here, this table is reserved “.
 How would you feel?
 What would be your reaction?
Well today we shall learn what a difference it makes to take care of a guest from the first moment we spot him approaching our
restaurant.
In today’s training session we shall learn to greet a guest properly.

STEPS INVOLVEMENT STANDARDS

1. Establish eye contact. Q. When should you do that? - Upon guest’s approach.
Q. Where should you be? - At the entrance of the restaurant
Q. How should you do that? - With a very warm smile.

- Natural.
2. Greet guest. Q. Where should you say that? - When the guest is 1½ meter away
from you
Q. What should you say? - Good, morning/After-noon/Evening.
Sir/Madam
Q. How should it be done? - In a clear and loud voice.
- Clear pronunciation.
- Friendly
Q. What makes the greeting more personal? - If, know greet guest by name
3. Welcoming the guests Q. How should you say that? - Meaningful
- Clear and loud in tone
- Sincerely.
STEPS IVOLVEMENT STANDARDS

4. Ask guest for their name Q. How should you say this? - Madam/Sir, may I have your name
please
- Friendly, clear in tone.
- Show interest.
5. Listen to guest’s name and ask guest to Q. Why should you do this? - To ensure names are correctly spelled
spell it if you are not too sure. Write and pronounced
down the name in the reservation file - To ensure guests are seated according
to allocated table
- To ensure reservation are under
Any questions? control.
Trainee does so far

Task: ESCORT AND SEAT GUEST AT HIS TABLE
Introduction
In the previous session we have learnt greet and welcome a guest.
Now we are standing beside him/her at the entrance of the restaurant.
The next step will be to escort and seat him at his allocated table. And this is what we shall learn today.
Task Breakdown
Task: ESCORT AND SEAT GUEST AT HIS TABLE

1. Request guests to follow you Q. What to say to the guests? - Sir/Madam, this way please, and
please mind the steps”.
Thank you
2. Lead the way by walking in front of Q. What must you ensure when - Do not walk too fast ahead of guests
guests escorting guests? - Ensure guests are following
- Distance no more than one meter
3. Pull chair out for guests Q. How far out do you pull chairs? - Just enough space for guest to enter
- Always ladies first
- Preference to children
4. Push chair in when guest is about to Q. How should it be done? - Slowly and carefully
sit down - Ladies first
Any questions?
Task: PUT A NAPKIN ON THE GUEST’S LAP
Introduction
Now that the guest is seated it is our duty to make sure that he does not soil his own lap by spilling something over them without
protection. And that’s exactly what the napkin amongst other things, is here for.
So in this lesson we shall learn place a napkin on the guest’s lap without embarrassing him by touching some crucial parts of his or her
body.
Task Breakdown
Task: PUT A NAPKIN ON THE GUEST’S LAP

1. Pick up napkin from table Q. When to do it? - When guest are properly seated
- “Excuse me, Madam/Sir”
2. Open the napkin Q. open it? - Open it from the right hand side of the
guest
- Open it to the original size – (Square)
- Fold the napkin to a triangle shape
3. Place the napkin on top of guest lap Q. place the napkin? - Slowly and carefully
- From the right side of the guest
- The triangle tip should face the other
side of the table
Any questions?
Task: PRESENT A MENU
Introduction
Obviously, we have agreed, escorted and seated the guest at the table for him to enjoy the view. The guest is hungry and he wants to
know what we have on offer.
How can we do this?
What is the first thing we shall present to him?
Exactly, the menu
So today we shall learn correctly present a menu to the guest.

Task Breakdown
Task: PRESENT A MENU

1. Collect menus from service station Q. What must you check? - Clean
- In good condition
- As good as new
- Not stained on the inside
2. Hand menu to guests Q. How do you hand menu to guests? - From right hand side of guest
- Using your right hand
Any questions?
Trainee does so far

Task: SUGGEST MENU ITEMS
Introduction
Imagine if you are presented with a menu with a variety of choices and no one assist or make any recommendations to
you.
 How would you feel looking into a menu not knowing what the dishes are and what to order?
 Do you think it would help if someone from the restaurant offers suggestion and assistance?
So then, I am going to show you SUGGEST A MENU ITEM to the guest in our restaurant.
Task Breakdown
Task: SUGGEST MENU ITEMS

1. Approach guest table Q. What to check in yourself? - Costume clean
- Neat and tidy
- Well groomed
2. Greet guest – “Good morning/evening, Q. In what manner? - Stand upright in good posture
Sir/Madam”. - Smile and be polite
- Gentle tone of voice slowly and
clearly
- Be cheerful
3. Suggest menu items Q. suggest menu items? - “ May I recommend you e.g. our
chef’s special for today? Or let me
suggest our popular daily special… or
may I suggest a nice house-made
black forest cake with your coffee?”
Q. In what manner? - Gentle tone of voice-slowly and
clearly, politely
- Cheerful and smile
4. Thank the guest on completion Q. What to say? - “ Thank you, Sir/Madam”.
Polite, cheerful and smile.
Any questions?
Task: TAKE AN ORDER
Introduction
Imagine that you are a guest in one of our Restaurant. A waiter approaches your table and impatiently asks you to place the order,
without writing it down
When the food arrives, it is not what you had ordered
How would you feel?
What would be your reaction? You will be upset rite?
Well, today we shall learn the correct way of taking an order.

Task Breakdown
Task: TAKE AN ORDER
STEPS INVOLEMENT STANDARD

1. Approach the table Q. When is the right time to approach? - Monitor the guest behavior, through
body language indicating that they are
ready for order
Q. How should you present yourself? - Stand up right
- Smile and cheerful
- Courteously
- Establish eye contact
2. Ask guest if they are ready. Q. What to say? - Excuse yourself by saying, “Excuse
me, Madam/Sir, are you ready to
place your order?”.
Q. How do you ask? - Clearly, politely, slowly.
- Smile, ladies first
3. Writing down the order Q. Where should you write the order? - On a clean writing pad (captain order)
- Clearly
Task Breakdown
Task: TAKE AN ORDER
STEPS INVOLVEMENT STANDARD

5. Continued Q. collect the menu? - From the right hand side of guest
Q. hold the menu? - On your arm around the chest level

6. Leave the table Q. When to leave the table? - After collecting the menu
Task: FILL IN A CAPTAIN ORDER
Introduction
Today we shall learn the correct filling out of a captain order in our restaurant.
What are the vital points that we have to state on the captain order?
How do we have to fill in captain order?

Task Breakdown
Task: FILL IN A CAPTAIN ORDER

1. Write down all the points in the captain Q. What are the points to fill in? - Table number.
order. - Waiter’s number
- Date
- Covers
- Quantity of Food and Beverage items
- Clearly
Q. write it? - Neatly
- Readable
- Place a piece of hard paper
- Between tow sets of Captain Order
2. Check the next Captain order with all Q. What to check for? - Ensure that it is in serial number
copies attached sequence
Q. How many copies should each Captain
Order have? - 3 pieces per Captain Order
Any questions?
Trainee does so far.

Task: HANDLE FILLED IN CAPTAIN ORDER
Introduction
In the last lesson, we have learned FILL IN A CAPTAIN ORDER. In this lesson, we shall learn what to do with this paper from here.
- Who do you think should have a copy of this Captain Order?
- Why should they have a copy?

Task Breakdown
Task: HANDLE FILLED IN CAPTAIN ORDER
STEPS INVOLVEMENTT STANDARDS

1. Tear the Captain Order. Q. tear it? - Slowly
- Gently
Q. What to check before passing to next person? - Ensure that all the copies
are attached
2. Pass Captain Order to next person Q. Who to pass it to? - To waiter/waitress
- Ensure they are in the
right station
Q. What to explain? - Special request from

guest
- Behavior of the guest
3. Send the order to Kitchen/ bar Q. distribute? - 1st copy to cashier
- 2nd copy to Kitchen / Bar
- 3rd copy for
waiter/waitress
Task: HANDLE WRONG ORDER
Introduction
You have taken the order, repeated back to the guest, however, when you serve the order, the guest says that he did not order this.
- What is your reaction?
- Should you argue with the guest?
- How would you handle the situation?
Today, we shall learn HANDLE WRONG ORDER.

Task Breakdown
Task: HANDLE WRONG ORDER
STEPS INVOLEMENT STANDARDS

1. Approach guest table Q. What to say? - “ Excuse me, Sir/Madam, may I help you
- Listen carefully to the complaint

Q. behave? - Apologize to guest if you have clearly
understood his complaint by saying, “ I am
sorry about it, we will have it changed.”
2. Pick-up item from the guest Q. What to do with the item? - Sent it back to bar.
- Explain to bartender regarding the wrong
order
- Pick-up the item again from bartender
3. Serve the guest Q. What must you ensure when you - That the item is CORRECT.
pick the new order?
Q. What to say to guest when you are - “ This is your….., I am so sorry for the
serving? incident. Hope you enjoy your drink.”
Any questions?

Task: PICK UP DRINKS FROM BAR
Introduction
When we pick up beverages from the main service bar, there are a couple of basic differences as compared to the picking up of food
from the kitchen
- Can anybody tell me what theses differences might be?
In this session we shall learn PICK UP BEVERAGES FROM THE BAR

Task Breakdown
Task: PICK UP DRINKS FROM BAR

1. Be at the dispensary area only when Q. know beverage is ready? - To study preparation time (esp.
beverage is ready cocktail)
- To observed Barman frequently when
placing the new order
2. Pick up the beverages when ready Q. Where to pick-up? - Pick up bay area
Q. What to use? - Appropriate size tray

3. Leave the dispensary area Q. When to leave? - When beverage properly arranges on
tray.
- When there are ice cubes in container
- When there is liquor in the jigger.
- Swizzle stick
- Ice tong/garnish
(Applicable for liquor presentation only)

Task: PRESENT DRINKS
Introduction
How would you enjoy your drink which was not only ordered wrongly but presented with bare hands without a tray and practically
thrown onto your table in the most rudest manner.
This may happen in a roadside stall but never in our hotel.
We shall look at PRESENT DRINKS AT OUR OUTLETS.
Any questions?
Task Breakdown
Task: SERVE DRINKS

1. Take guest’s order Q. What would you do when taking - Repeat the drink order to guest
guest’s order? - Specify the brand name to guest, e.g.
Bell’s Whisky Ballantines Whisky,
etc.
2. Place order at Bar. Q. What to ensure? - Writing clear and readable
Any questions

3. Collect drinks when ready Q. What to use for collecting? - Using tray.
Q. make sure the order is right? - Check drinks against order

4. Collect coasters - Place on tray beside drinks
5. Approach guest’s table Q. What to say? - “Excuse me, Sir/Madam.”
- Smile and be polite
Task Breakdown
Task: PRESENT DRINKS

6. Place coaster on table Q. Who to serve first? - Serve ladies first
Q. serve? - Service guest from the right

- In front of guest
7. Place drink on coaster Q. How do you hold the glass? - Hold glass the lowest part possible
- Hold wine glass by the stem (no
coaster)
Q. Where do you place mixer and ice? - Place mixer (if any) beside drinker
label should be readable
- Place ice (if any) around the center in
front of guest.
Q. What would you say when serving - Repeat name of each drink when placing
drinks?
8. Thank guest when leaving Q. What to say when leaving? - “Thank you, Sir/Madam”.
Please do enjoy your drink
Task: SERVE JUICES
Introduction
Especially in a Tropical place like Canouan, fresh fruit juices are extremely popular with the overseas travellers.
- What are the fresh fruit juices that are available throughout the year here?
- What is the most important thing about fruit juices?
Well, in this session we shall learn SERVE FRESH JUICES THE CORRECT WAY.
Task Breakdown
Task: SERVE JUICES

1. Pick up drink from juice counter. Q. What to check? - Correct juice
(Cold kitchen area) - Freshly squeezed
- Clean and correct glassware
- Paper coaster
- Stirrer
Q. Where to place the juice? - On a beverage tray
2. Approach guest table Q. What to check before approaching the - Personal grooming
table? - Correct table number
- Juices are well stirred
- Juices are properly place on a tray
3. Serve the guest Q. What to say? - “Excuse me, Sir/Madam, this is your
…. (mention juice name) juice”.
Q. serve? - With a smile

- From the right of the guest with the
server’s right hand
- Counter clockwise
- Place the coaster 20 deg. To the right
of the water goblet.
- Place the juice on top of coaster
eave the table Q. leave? - Leave the table slowly and gently
- With a smile
Any questions?
Trainee does so far

Task: SERVE A BEER
Introduction
And how a fresh and ice cold beer.
Who has not heard this expression many times in all kind of situations?
But what does it really mean?
What is so great about a beer?
Today we shall look at the perfect way that a beer should be served in order to live up to it’s reputation as one on the best thirst
quenchers in the world.
Task Breakdown
Task: SERVE A BEER

1. Pick up drink from the bar Q. What to check? - Correct brand of beer as per order slip
- Chilled glass
- ½” of foam
- Not flat
- Paper coaster
Q. Where to place the beer? - On a beverage tray

table? - Drinks are properly placed on
beverage tray
- Correct table number
3. Serve the guest Q. What to say? - “Excuse me, Madam/Sir, this is your
beer”.
Q. serve? - With a smile.

- From the right of the guest with the
server’s right hand.
- Counter clockwise
- Place the coaster 20 deg. To the right
of the water goblet.
- Place the beer glass on top of paper
coaster
- Do not spill
Any questions?
4. Leave the table Q. leave? - Slowly and gently

- With a smile
Task: SERVE A BOTTLE OF WHITE WINE
Introduction
Many books have been written about wine in general and the correct way of opening a bottle of wine. Even though there are different
ways in different books claiming to be the sole perfect way to do the job.
Now today, we shall look at the way that we shall serve white wine in our hotel. Some of you might have learned a different way,
however, the only way to do it in our hotel is the one we are going to learn now.
What is so important about consistency?

Task Breakdown

1. Take wine out of Ice-bucket. Q. What to ensure? - Wipe dry with service napkin
2. Place half folded napkin in palm of left Q. How should napkin be? - Napkin clean, ironed and looks new.
hand.
3. Stand bottle on left palm - Rest firmly on palm
Any questions?

4. Putting other half of napkin up the Q. What must you look out for? - Do not obstruct/cover label
back of the bottle
5. Hold tip of napkin and neck of bottle - Hold with your right hand fingers
6. Present wine to guest/host for approval Q. What must you s the guest/host? - Display label for guests
Q. What must you say when presenting? - Repeat the name and vintage of the
wine
Any questions?

Task Breakdown

7. Leave bottle in the ice-bucket - About 4/5 cm from edge of table
- Within your easy reach
8. Open knife of wine opener. Q. Wow should knife be? - Not rusty
- Sharp
- Clean
9. Hold neck of bottle with fingers Q. How should the bottle be held? - Tilt slightly towards your body
- Firmly in the bucket
- With left hand
10. Place knife on foil Q. At what level? - About 0.5 cm down the mouth
Q. What position should knife be? - At the back of mouth

- Knife almost horizontal to the body
11. Cut the foil Q. How should cutting be done? - Round the mouth
- In one full movement
- Firmly and hard
- DO NOT TURN BOTTLE
12. Remove the cut foil - Place in your pocket.
Task Breakdown

13. Close knife - Carefully
14. Wipe the top of cork and mouth of Q. What must you look for? - With service napkin
bottle - Remove mold with napkin
Any questions
Trainee dose so far.

15. Open corkscrew and support grip Q. hold corkscrew? - Hold with right hand
- Corkscrew between 1st and 2nd finger
16. Hold neck of bottle Q. How do you hold bottle? - Grip tightly with fingers
- Tilted slightly towards you
17. Insert corkscrew Q. How should it be done? - One full turn/insertion
- Gently force with right hand
- Do not push
Q. What must you ensure?

Task Breakdown

18. Turn corkscrew into bottle with right Q. What must you avoid when turning - Gently and carefully
hand corkscrew in? - Do not force/push down
Q. When do you stop turning corkscrew? - Turn till the last spiral enters the cork;
then STOP
Any questions?
Trainee doses so far
19. Rest support grip on the mouth Q. What must you make sure? - Grip the mouth firmly
20. Ease cork upwards slowly and gently Q. How should lifting be done? - Hold bottle firmly
- Lift back of your hands upwards
- When cork is out- STOP
21. Remove cork from bottle Q. How do you remove cork? - 180 deg turn with hand holding
waiter’s friend.
- Gently.
Any questions?
Task Breakdown

22. Leave bottle on table
23. Twirl cork out of corkscrew slowly Q. How do you do it? - Hold cork with a napkin on right hand
and gently
24. Present cork to guest/host Q. How do you hold the cork? - hold cork at the top end
- PLACE ON UNDERPLATE
Q. Where do you leave the cork?
25. Wipe mouth and edges of bottle Q. What to remove? - Remove any deposits or cork fragments
Any questions
Trainee does so far

26. Pour a small portion in host glass for Q. What should you do when pouring? - Do not lift glass up
approval - Pour slowly and gently
27. Serve wine Q. Who should be served first? - Ladies first
Q. How much to be pured? - Glass should not be more than ½ full
Q. How do you pour the wine? - Label to face guest

- Twist bottle towards the end of pouring
28. Leave bottle in ice-bucket. - ice bucket within easy reach of host
Any questions?

Task: HOWTO SERVE A BOTTLE OF RED WINE
Introduction
Some of us are quite afraid to open a bottle of red wine on our table top with table cloth
Please be assured that I is not difficult at all once you get the hand of it. The only thing it takes is a bit of training. And that is exactly
what we are going to do in this session.
Any questions?
Task Breakdown
Task: SERVE A BOTTLE OF RED WINE

1. Approach guest/host table with wine Q. In what manner should you presents - Be cheerful, polite and smile
order yourself?
Q. What to say first? - Excuse yourself, e.g. “ Excuse me,

Sir/Madam”.
2. Hold the wine bottle Q. How would you hold the bottle? - In your left hand’s palm bottleneck
facing you.
- Label not obscured.
3. Present red wine to guest/host for Q. How would you present the red wine - Hold the bottle neck top with right
approval to guest? hand, bottom part with your left
hand’s palm.
- Repeat name and vintage to guest.
Any questions?
4. Leave the wine on table on a wine

coaster
5. Open knife of waiter’s wine opener Q. What must you check for? - Not rusty
- Sharp
- Clean
6. Hold neck of wine bottle Q. How do you hold? - Firmly, left hand
Q. Where should you hold the wine - Back of the neck

bottle neck?
7. Place knife on foil Q. At what level? - About 0.5 cm down the mouth front
of the bottle
Q. What position should knife be? - Knife horizontal to the label

8. Cut the foil Q. How should cut is done? - Clockwise
- Firmly & Hard
Q. What to ensure? - Leave about 0.5 cm of foil uncut,

horizontal to label
DO NOT TURN BOTTLE
9. Push foil out Q. What to do with foil? - Do not cut/remove foil leave foil on
mouth
Task Breakdown

10. Close knife - Carefully & gently
11. Wipe top of cork and mouth of bottle Q. What should you look out for? - With service napkin
- Remove mold
Any questions?
Trainee does so far

12. Open corkscrew and support grip Q. How do you hold the corkscrew? - Hold with right hand
- Corkscrew between 1st and 2nd finger
13. Hold neck of bottle Q. How do you hold? - Firmly
- Left hand
Q. Where should you hold the wine - Back of the neck

bottle? - Bottle resting on wine coaster
14. Insert corkscrew Q. How should it be done? - One full turn/insertion
- Gently force with right hand
- Do not push in
15. Turn corkscrew into bottle with right Q. What must you avoid when turning - Gently and carefully
hand corkscrew in? - Do not force/push down
- Do not turn bottle
Task Breakdown

15. Continued Q. When do you stop turning corkscrew? - when last spiral enters the cork, then
stop
Any questions?
Trainee does so far
16. Rest support grip on the mouth Q. What must you make sure? - Grips mouth firmly
17. Ease cork upwards slowly and gently Q. How do you ease the cork up? - Hold bottle neck firmly on wine
coaster
- Lift the back of your hands upwards
- When cork is out stop
18. Remove cork from bottle Q. How do you remove cork? - 180 deg. Turn with hand holding
waiter’s friend
- Gently and slowly
19. Twirl cork out of corkscrew Q. How is it carried out? - Hold cork with napkin on right hand
- Slowly and quietly
20. Present cork to guest/host Q. Where do you hold the cork? - Hold cork at the top end
- Place an under plate

Q. Where do you leave the cork?
21. Wipe mouth and edges of bottles Q. What to remove? - Remove any deposits or cork fragments
Any questions
22. Lift guest/host glass up Q. Where to hold wineglass? - Lift up holding wine glass stem
- With left hand
23. Lift red wine up Q. How do you lift wine up? - With your right hand
24. Tilt glass towards mouth of bottle Q. In what way should the glass and bottle - Do not shake the bottle
be? - Let the mouth of bottle rest inside the
glass mouth
25. Pour a small portion in host glass for Q. How do you pour into glass? - Gently and firmly
approval - Let the red wine runs slowly into glass
Q. What must you avoid? - Do not shake/tilt bottle excessively
Task Breakdown


26. Serve wine Q. Who should be served first? - Ladies first
Q. How much to be poured - Glass should not be more than ½ full
Q. How do you pour the wine? - Hold wine in right hand

- Twist wine bottle slightly clockwise
towards the end of pouring
27. Leave wine on the wine coaster on Q. Any questions? - Within easy reach of host
the table
Trainee does so far
Task: OPEN A BOTTLE OF CHAMPAGNE
Introduction
Who has not seen it in many old and new movies: party- time, merriment and the champagne corks pop with a loud bang followed by
the hooray’s of all bystanders
This might be fun and exciting at private parties but it is definitely not the way we shall open champagne in our hotel.
Does anybody know how champagne is opened professionally?
What are some of the important factors to look out for before we open a bottle of champagne?
Today, we shall look at the correct way of opening a bottle of champagne

Task Breakdown
Task: OPEN A BOTTLE OF CHAMPAGNE

1. Take champagne out of ice bucket Q. What to ensure? - Wipe dry with service napkin
2. Place half folded napkin in palm of left Q. How should napkin be? - Napkin clean, ironed and looks new
hand
3. Stand bottle on left palm - Rest firmly on palm
Any questions
Trainee does so far

4. Bring other half of napkin up the back Q. What must you avoid? - Do not obstruct/cover label
of the bottle
5. Hold tip of napkin and neck of bottle - With your right hand fingers
6. Present champagne to guest/host for Q. What should you s guest? - Display label for guest
approval
Q. What should you say when presenting? - Repeat the name and vintage of the
champagne e.g. “ Excuse me, Sir/Mdm,
your bottle of Moet Chandon Vintage
1982
Any questions?
7. Leave champagne in the ice-bucket Q. Where to leave the bucket? - About 4/5cm from edge of table
- Within your easy reach
8. Unscrew wire wrapped around the Q. How should you do it? - With right hand
mouth antielockwise - Hold neck of bottle with left hand and
thumb on top of cork
9. Remove wire and foil when loose Q. What to do with wire and foil? - Carefully
- Put wire and foil away in your pocket
- Maintain your left hand thumb on cork
10. Put a napkin over the cork and neck - Ensure napkin clean
of bottle - Do not cover label
Any questions?
Trainee does so far

11. Tilt bottle slightly Q. How should bottle be? - Slightly towards your body with left
hand (45 Angle)
- By the bottle neck
12. Grip cork of bottle with fingers Q. How do you grip the cork in the - Right hand
bottle? - Palm covering the cork
- Tightly and firmly
13. Ease cork out of bottle Q. How do you ease cork out? - Label facing table by twisting and
turning the cork to the left and right
slowly, gently, and quietly
Q. What must you avoid? - Do not pull cork out
Any questions?
14. Immediately take guest/host glass Q. What to do with glass? - Rest mouth of bottle on glass
- Let any spillage runs onto glass
15. Pour a small portion in host glass for Q. What should you do when pouring? - Do not lift glass
approval - Pour slowly and gently
16. Serve champagne Q. Who should be served first? - Ladies first
Q. How much to be poured? - Glass should not be more than ½ full
Q. How do you pour the champagne? - Label to face guest

- Twist bottle towards the end of pouring
17. Leave bottle of champagne back on Q. Where to leave ice bucket? - Ice bucket within easy reach of guest
the ice bucket
Task: SERVE SOFT DRINKS

Introduction
How would you enjoy your evening when the waitress bringing your drink with her hands simply just come to your table and leave the
drink there and vanish without at smile or a word?
To avoid this from happening at our hotel, we shall learn SERVE SOFT DRINKS.
Task Breakdown
Task: SERVE SOFT DRINKS

1. Pick up drink from the bar Q. What to check - Correct order as per order slip
- Ice cube in glass
- Garnish (e.g. slice of lime, orange).
- Paper coaster
- Straw
Q. Where to place the drinks? - On a clean beverage tray
table? - Drinks are properly placed on
beverage tray
- Correct table number
4. Leave the table Q. leave? - Leave the table slowly and gently
- With a smile
Task: SERVE WINE BY THE GLASS
Introduction
With the price of wine in this country shamefully high, it is no wonder that more and more people are enjoying wine by the glass rather
than by the bottle provided the wine available by the glass, most often the housewine, is of good quality and reasonable in price.
17th. What are the different ways that wine by the glass could be served?
Well, in this session we shall learn HOW WE WILL SERVE THE WINE BY THE GLASS IN ALL OUR OUTLETS.
Task Breakdown
Task: SERVE WINE BY THE GLASS

1. Collect wine glass and mini-carafe Q. Using what to collect? - Using clean tray
from Bartender - Cover tray with clean mat
2. Bring drinks to the table Q. How do you carry the tray? - Slowly and carefully
- Carry tray with left hand
3. Place wine glass on the table Q. Where to place? - Beside the water goblet
4. Serve wine directly from the mini- Q. What must you be careful when - Pour slowly and carefully
carafe pouring wins? - Do not splatter
- Glasses not more than half full
Wines by the glass served directly in the

golass-use mini-carafe.
PROPOSE ANOTHER DRINK TO A GUEST

Introduction
Image you are a guest in one of our Restaurant and your beer glass is empty for the second time around.
You are not really ready for another beer but just at that moment a waiter approaches you and says, “ Wow! You really know drink.
Can I bring you a third glass of beer right away?”.
What would you think of this waiter?
What do you think are the waiter’s chances to actually get the order for another beer from you ?
Well, today we shall talk about the finer points in making sure the guest orders another drink without making him feel like a drunk
Task Breakdown
Task: PROPOSE ANOTHER DRINK TO A GUEST

1. Approach guest’s table Q. When do you approach guest’s? - When drink in glass is running to ¼
low
- Whenever guest indicates
2. Excuse yourself to guest - e.g. “Excuse me, Sir/Madam”.
- Be polite, smile and be cheerful.
3. Offer guest another drink Q. What can you say to the guest? - e.g. “ May I serve you another…….
Or “ Shall I refill your glass
Sir/Madam” or “Can I offer you
another”
- DO NOT
- “ Another drink again Sir/Madam” or
let me get another drink for you again”
- Be polite and speak in a willing
manner/tone
Task: PICK UP THE ORDER

Introduction
In previous lessons we have learned place food order systematically.
There are so many preparations need to be done by the chef before we as the service staff are able to serve the food to our guest
How do we determine the time factor between the ordering and the picking up of food?
Well, in this session we shall learn pick up food in the right manner and timing.
Task Breakdown

1. Approach the kitchen only when the Q. know the food is ready? - to study the preparation time for every
food is ready for pick up dish
- check with food caller frequently
when placing new order
- co-ordinate closely with food caller
2. Pick up the food when ready Q. Where to pick up? - Kitchen pick up point
- Know the preparation time
- When food caller called for table to be
Q. When to pick up?
served to service staff
Q. What to use for pick up? - Clean waiter cloth
- Correct dishes as per captain’s order
Q. What to use for pick up?
- Necessary condiments
Q. What to check?
-
Task Breakdown

3. Leave the kitchen only when the food Q. When to leave? - After double checking the food
is ready for pick up against the captain’s order
- After double checking the right food
to the right table
- Pick up ladies dishes first.
PLACE THE ORDER BY WAITER/FOOD CALLER
Introduction
During peak period, e.g. lunch and dinner hours, we tend to rush and try our very best to please the guest. That is very good, however,
if we were to place the order wrongly to the chef, it would be a disaster. This is because you have to do a double job or it would cause a
misunderstanding between you and the chef. This will result in upsetting the guest. Well, today we shall learn place the order correctly
and politely. Remember, being polite and courteous will make our job faster and easier.
Task Breakdown
Task: PLACE THE ORDER BY WAITER/FOOD CALLER

1. Approach the kitchen and pass the Q. What to check? - Neatly written
captain order - Right copy of captain order pink
copy
- All points filled up e.g. table no, time
of order taken, date and no of guest
- Politely
Q. pass it? - Not to shout
- Say, “Chef, new order pls”. “ thank
you”
2.To wait and listen for chef or food Q. Where to wait? - In front the pick-up point.
caller. Ordering the food item to his
kitchen crew Q. What dot listen? - Correct items mentioned and ordered
- After every order is mentioned

Q. When to leave? correctly by chef/food caller
3. Leaving the kitchen pick-up area Q. when to leave? - After food order is properly check
against captain’s order
Task: HOLD PLATES

Introduction
We are not circus artists capable of juggling 20 plates at a time on hair-fine strings without letting any of them drop to the floor. On the
other hand, we are not hawkers who bathe their thumb in our soup first before serving it to a guest
So, in this session, we shall learn hold one or several plates at a time in the correct number without risking to drop one.
Task Breakdown
Task: HOLD PLATES

1. Check hands. - Thoroughly clean
2. Pick up plates Q. With which hand do you - With your left hand
Hold plate?
3. Hold the plates? Q. How do you hold the plate? - Left hand
Q. What must you avoid? - Never place thumb on the plate

4. Serve guest Q. From which side do you serve? - Serve guest from guest’s right hand side
Task: SERVE FOOD ACCORDING TO GUEST’S ORDER

Introduction
Imagine that you and a couple of friends are dining at the one of our restaurants. The waiter brought the food that you have ordered and
asked “ So who ordered the Roast Beef?”
“ What impression would you have on the waiter”.
“ Bad impression , isn’t it”.
“ Well in order to avoid this to happen in our restaurant, we shall learn to serve food orders correctly and courteously:.
Task Breakdown
Task: SERVE FOOD ACCORDING TO GUEST’S ORDER

1. Pick up food from kitchen pick-up Q. What to check? - Correct order as per order slip
point - Correct table
- Correct garnishes
- Clean and correct crockery
Q. What to use when pick-up main - Waiter’s cloth

courses?
Q. What to check? - Clean, no holes
2. Approach guest table Q. What to check before approaching - Personnel grooming

the table? - Correct table no
3. Serve the guest Q. What to say? - “ Excuse me Mdm/Sir, this is
your………(mention name of food).
- With a smile
- Refer to seat number for every dish before

Q. serve the food? serving the guest.
- From the right with the server’s right hand
- Ladies ‘ first
- Courteously
Task Breakdown
Task: SERVE FOOD ACCORDING TO GUESTS’ ORDER

4. Leave the table Q. When to leave? - When food are properly place in front
of guest.
Q. What to say before leaving? - “ Madam/Sir, please enjoy your

meal”. “ thank you”.
Q. leave?
- Courteously with a smile
Any questions
Trainee does so far

Task: SERVE AN ORDER

Introduction
Occasionally, you might come across a waitress who would serve you the wrong drink or your glass is chipped or you are not given a
napkin
Often enough you might also encounter a waiter who hastily came with your drink, dripped on the table and walked off.
17th. How would you feel?
In order not to annoy any guests, I would like to teach you on “ Serve An Order”.
Task Breakdown

1. Collect order from bar counter Q. What must you look out for? - Check that order is correct
- Ensure that drinks are properly
garnished and served on right glass
- Check also that glass is clean with no
cracker chips and no lip stick mark
2. Place drinks on a silver gray and Q. How should it be served? All drinks must be accompanied with a
bring it to the guests napkin coaster and a bowl of peanuts
Any questions?
Trainee does so far

3. Serve guest from the right hand side Q. What must you take note of? On all occasions to know who is having
what before serving the table. Always
serve ladies first
Task Breakdown

4. Place coaster on table top followed by Q. How should it be done? Gently and gracefully
glass and pour mixture into glass. Stir
the mixture and take back the stirre
5. Leave with “ Our Company Touches” Q> What should you say to guest? “Enjoy your drink, Madam/Sir
Task: CHECK GUEST SATISFACTION
Introduction
Today we shall look into the importance of checking guest satisfaction
Why do we need to check guest satisfaction?
How can checking guest satisfaction help us?
Who should check guest satisfaction
In this lesson we shall learn check guest satisfaction

Task Breakdown
Task: CHECK GUEST SATISFACTION

1. Approach guest table Q. What to check? - Personal Grooming
Q. When to check? - Two minutes after guest has eaten
Q. What to say? - “ Excuse me, Sir/Madam, how is your

meal” Excuse me, Sir/madam, is your
steak cooked according to your liking?
- With a smile
2. Listen to guest’s reply Q. In what manner? - Attentively

- Eye contact
3. Respond to guest Q. What to say? - (If guest is satisfied)” Thank you
Sir/Madam”.
- (If guest is not satisfied apologize
and refer to your superior)
Task: CHANGE AN ASHTRAY ON GUEST OCCUPIED TABLE
Introduction
Imagine you are a guest in the one of our restaurant and you have an ashtray in front of you which is packed full. Only upon your
request the waiter finally changes it the way I do it now (make a real bad example)
What would your reaction be?
What is wrong with it?
Well, today we shall look at when and how we shall change an ashtray in any outlet of our hotel.
Task Breakdown

1. Pick up clean ashtray from service Q. When do we change an ashtray? - More than one butt in it.
station
Q. In what condition should the ashtray
be?1 - Type if ashtray: Glass/China
- Clean
- Dry
- No chips
2. Put ashtray on a tray Q. What condition should the tray be? - Clean
- Dry
- Clean tray cloth
Q. On which side of the tray should the
ashtray be? - Closest to your body
Q. Why?
- Balance of tray
Q. In which hand should you hold the
tray? - Left hand
3. Approach the table Q. How should the table be - Discrete

approached? - Unobtrusive
Task Breakdown

4. Take ashtray with right hand from tray Q. What must you look for when holding - Palm of hand under
ashtray? - Neath the ashtray
- Holding edges firmly with all five
fingers
Q. Where should you hold the tray now? - On the body side turned away from the
table
5. Place ashtray on soiled ashtray clean Q. How should it be placed on the soiled - Upside down
ashtray? - Perfectly even with soiled ashtray
- Slow and quiet
- Bottom of clean ashtray stays clean

Q. Why do we do it like this? - No ash can spill out through the abrupt
movement of the soiled ashtray
Task Breakdown

6. Retrieve both ashtrays Q. retrieve them? - Slow
- Careful
- Without spilling
- No noise
- Grip soiled ashtray with tips on
fingers
Q. How far should they be retrieved? - Way back where the tray is
- Keep tray on turned away side of body
to table
7. Place both ashtrays on tray Q. place them on tray? - Quietly
- Close to body
Any questions?
8. Release soiled ashtray Q. release it? - Quietly
- Open fingers slightly
9. Place clean ashtray on table Q. place ashtray on table? - Quietly
- Correct place
- Correct side up
Task Breakdown

9. Continued Q. change position of clean ashtray in - Slide in at 45 degrees angle
your palm right side up? - Turn palm side up
- Hold rim tight with thumb
- Retrieve fingers slowly till you feel
bottom rim of ashtray
Task: PRESNENT CHECK
Role Play (Show a bad example)
Imagine you are a guest in one of our restaurants. You had a great meal. You asked for the check and was rudely asked to go to the
Cashier counter to settle the payment
How do you feel?
Today, we shall learn the correct way of CHECK PRESENTATION

Task Breakdown
Task: PRESENT CHECK

1. Approach guest table Q. What to say? - Excuse me, Mdm/Sir, may I help you?”
2. Guest request for payment Q. Where to pick up the check? - From the cashier counter at the back
area
3. Present the folder to guest Q. What to say? - “Mdm/Sir, this is your bill”
Q. say? - With a smile

4. Open the folder Q. open the folder? - Slowly and carefully
- Using your hand and open one cover
to the right of the guest
5. Present guest with pen (charge or Q. What pen to use? - Out hotel pen
credit card)
Q. In what condition should the pen be? - Clean
- With ink
6. Close and collect the bill folder Q. close it? - Carefully and slowly
Task Breakdown
Task: PRESENT CHECK
7. Leave the table Q. What to say? - “Excuse me, Mdm/Sir, I’ll be back in
just a moment”
8. Pas the cash/card and check to the Q. What to check? - Ensure that the cashier collect the
cashier cash/card and check together
9. Place the change into the folder Q. (Cash payment) do it ? - Open check folder, place original
copy of check on the folder, place
currency notes on top of check and
place coins on top of currency notes
(For cash payment)
- Open check folder, place sales draft on

10. Place sales draft into folder Q. (Credit Card Payment) do it? top of check
11. Approach guest table and place the Q. (Cash Payment) What to say? - “Excuse me, Mdm/Sir, your change”.
folder on the table
Q. (Credit Card Payment) What to say? - “Excuse me, Mdm/Sir. For your
signature, please
Task Breakdown
Task: PRESENT CHECK

12. Present guest with Raffle pen Q. What to check? - To check signature on check against
signature on credit card
13. Place the check, credit card and sales Q. do it? - Open check folder, place original copy
draft on the folder of check on the folder, place sales draft
(customer’s copy )on top of check and
place credit card on top of sales draft
14. Place the folder on the table Q. What to say? - “Excuse me, Mdm/Sir, your bill”.
15. Leave the table Q. What to say? - Mdm/Sir, thank you very much, have a
pleasant evening/day”.
NEVER WAIT FOR TIPS

Task: FREE TABLE FROM BREAD CRUMBS

Introduction
Some of you might consider it a sportive activity to catapult one breadcrumb after the other from you table once you have finished your
meal.
This might be an exciting pastime but surely not in our restaurants. Once the guest has finished his meal, one of our duties is to free his
table of bread crumbs and in today’s lesson, we shall learn exactly how we do this in our restaurants.
Any questions?
Task Breakdown
Task: FREE TABLES OF BREAD CRUBS

1. Check all dishes are cleared
2. Fold service napkins Q. How do you fold napkin? - fold over about 4 times
- small rectangular size
3. Collect side plate from service station - Plate is clean
Any questions?
Trainee does so far

4. Hold folded napkin Q. With which hand? - Right hand
- Open part outside
5. Hold side plate against edge of table Q. With which hand? - Left hand
6. Sweep away crumbs and food particles Q. How do you sweep crumbs away? Using the open end of folded service
on table into side plate. napkin
Q. From which side?
- From the right side of guest
Any questions - Thoroughly clean
Task: CLEAR SOILED PLATES FROM GUEST OCCUPIED TABLE
Introduction
There are several ways clear plates
There is, however, only one logical and correct way in doing this. Can anybody show me the correct way?
Task Breakdown
Task: CLEAR SOILED PLATES FROM GUEST OCCUPIED TABLE

1. Check that all guests have finished Q. How do you find out if guests have - Knife and fork are parallel to each
finished? other on the plate
- Ask politely
Q. What should you avoid? - Do not clear if other guests are eating
unless indicated by
guests
(e.g. pushing plate away)
2. Clear from the right hand side of guest Q. Which hand to clear plates? - Using your right hand
Q. From which side do you clear?

- Clear counter clockwise
Any questions? - Excuse yourself first
Trainee does so far

3. Pick up plate with right hand Q. What must you do careful of? - quietly and carefully
- do not drop cultures/leftovers
4. Transfer plate to left hand

Task Breakdown
Task: CLEAR SOILED PLATE FROM GUEST OCCUPIED TABLE

5. Pick up other items as required with Q. What must you avoid when clearing - Never hit or scrape the plates in from
right hand plates? of guest
- Do not transfer leftovers from one
plate to another in front of guest
- Do not pile plates when collecting
- Do not overload yourself
6. Deposit on tray in service station - Do not cause excessive noise
7. Pick up other plates on guest table - Follow same procedures
Any questions?
Trainee does so far

Task: SET TABLE FOR DIFFERENT MEAL OPERATION
Introduction
Have you ever been seated onto a table which spilled over with dirty dishes and remaining food? Great sight, isn’t it?
It is a hotel policy to seat guests only at fully set up and clean tables
In today’s lesson, we shall learn reset tables to it’s original set-up fast and correct.
Task Breakdown
Task: SET TABLE FOR DIFFERENT MEAL OPERATION

1. Re-arrange tables in their right Q. What to check? - To ensure all soiled equipment are
position cleared from the table
- Table is properly wipe and cleaned
2. Set the table as per meal period Q. What to set on table? - Glasses
- Napkin
- Salt and pepper shaker
- Flower in a vase
- Chinaware and cutlery (depending on
meal period)
- Clean equipment before placing on

Q. What to check? table
- Fresh flower
- Packet sugar
- Salt and pepper shaker (full-up)
- Make sure no finger prints on every
equipment
Task: HANDLE A GUEST CHECK
Introduction
Assuming that the guests have finished their meals and request for payment
What must we do?
A couple of things we have to do before we can present the guest check to the customer
Today, we shall learn HANDLE A GUEST CHECK THE RIGHT WAY.

Task breakdown
Task: HANDLE GUEST CHECK

1. Guest call for service Q. behave? - Eye contact
- Nod your head if you respond
- With a smile
2. Approach guest table Q. What to say? -“ Excuse me, Mdm/Sir, may I help
you?”
3. Guest request for payment Q. What to say? - “Certainly, Mdm/Sir, I’ll be back in just
a moment”.
4. Pick up the check Q. Where to pick up the check? - From cashier stand behind the
restaurant
Q. pick up the check?
- Slowly and carefully
5. Leave the table with the check Q. To whom should the check be given - To the restaurant cashier
to?
Q. For what purpose? - To print the amount

6. Leave the cashier counter Q. When to leave? - When amount are printed
Q. What to check? - Ensure that all the figures are correct

Task: HANDLE PAYMENT

Introduction
We have just learned HANDLE A GUEST CHECK
There are several ways that the guest can make his payment now
Can you think of some?
Well, today we shall look at the different ways of paying a restaurant guest check and what to do in every individual case
Task Breakdown
Task: HANDLE PAYMENT (CHARAGE ON CREDIT CARD)
1. Approach guest table Q. approach? - Slowly and politely
- With a smile
2. Place the folder on the table mat Q. What to say? - “Excuse me, /Sir, this is your bill”.
- With a smile
Q. Wow to day?
3. Open the folder Q. open the folder? - Slowly and carefully
- Using your hand and open one cover
4. Mention to guest the hotel amount Q. What to say? - “Excuse me, Mdm/Sir, your total
amount is $ …….”
(mention amount)
Q. say it? - With a smile

5. Close the folder Q. close it? - using your right hand from the right
of the guest
Q. What to check? - Ensure that the card and check are in

the folder
6. Leave the table Q. What to say? - “Thank you. Mdm/Sir, I’ll be back in
just a moment”
Task Breakdown
Task: HANDLE PAYMENT (CHARGE ON CREDIT CARD)
7. Pass the card and check to the cashier Q. What to check? - Ensure that the cashier collect the card
and check together
8. Collect the sales draft and check from Q. What to check? - Ensure that the amount on check and
cashier sales draft tally
9. Place the check and sales draft into Q. do it? - Open check folder place the check on
the folder to the folder
- Place sales draft on top of the check
10. Close the folder Q. In what conditions should the folder - Clean
be? - Presentable
11. Leave the cashier counter Q. What to check? - Ensure that the folder is properly
closed
12. Approach guest table Q. What to check? - Personal grooming
- Correct table
13. Place the folder on the table Q. Which area of the table? - On top of the table mat
- “ Excuse me, Mdm/Sir, for your

signature, please”
Task Breakdown
Task: HANDEL PAYMENT (CHARGE ON CREDIT CARD)

14. Present guest with a pen Q. In what condition should the pen be? - Clean
- Working
15. Close and collect the bill folder Q. close it? - Carefully and slowly
16. Leave the table Q. What to sat? - “Excuse me, Mdm/Sir, I’ ll be back in
just a moment”
17. Pass the check and sales slip to Q. What to check? - Ensure that the cashier received the
cashier items
Any questions
18. Place the check and sales draft on Q. do it? - Open check folder, place original copy
the folder of check on to the folder, place sales
draft (customer’s copy) on top of the
check
19. Close the folder Q. In what conditions should the folder - Clean
be? - Presentable
closed
- Ensure you have the guest credit card
Task Breakdown
Task: HANDLE PAYMENT (CHARGE ON CREDIT CARD)

21. Approach guest table Q. What to check? - Personal grooming
- Correct table
22. Place the folder on table Q. Which area of the table? - On top of table mat
Q. What to say? - Excuse me, Mdm/Sir, your bill and

your credit card”
23. Leave the table Q. What to say? - “Mdm/ Sir., thank you very much, have
a pleasant evening/day/ goodnight/
goodbye
Task Breakdown
Task: HANDEL PAYMENT (CASH)

1. Collect the change from the cashier Q. What to check? - Ensure the amount is correct
2. Place the change into the folder Q. do it? - Open check folder, place original copy
of check on the folder, place currency
notes on top of check and place coins on
top of the currency notes
3. Close the folder Q. In what condition should the folder - Clean

be? - Presentable
closed
5. Approach the guest Q. What to check? - Personal grooming
- Correct table
6. Place the folder on table Q. Which area of the table - On top of the table mat
- Using right hand from the right of
the guest
Q. What to say? - “ Excuse me Mdm/Sir, your change


7. Leave the table Q. What to say? - Mdm/Sir, thank you very much. Have a
pleasant evening/day, goodnight/good
bye”
Task Breakdown
Task: HANDLE PAYMENT (ROOM ACCOUNT OF CITY LEDGER HOLDER)

1. Approach guest table Q. approach? - Slowly and politely
- With a smile
2. Place the folder on the table mat Q. What to say? - “Excuse me Mdm/Sir, this is your bill
- with a smile
3. Open the folder Q. open the folder? - slowly and carefully

- using your hand and open one cover
4. Mention to guest the total amount Q. What to say? - “Excuse me Mdm/Sir, your total
amount is $………..

5. Present guest with pen Q. In what condition should the pen be? - Clean
- Working
6. Request from guest if they can Q. What to day? - -“Excuse me Mdm/Sir, may I have a
produce the hotel key tag or city ledger look at your hotel key tag, please?
card - With a smile
PLEASE BE CARFUL WHEN ASKING FOR
HOTEL KEY TAG OR C/L CARD BECAUSE
SOME GUESTS DON’T CARRY TEHEM
AROUND , ESPECIALLY WHEN THEY
ARE OUR REGULARS
Task Breakdown
Task: HANDLE PAYMENT (ROOM ACCOUNT OR CITY LEDER HOLDER)

7. Leave the table Q. What to say? - “Excuse me, Mdm/Sir, thank you very
much, have a pleasant
eveinig/goodnight/good bye”
- Ensure that guest name, signature and

room or C/L number are properly
Q. What to check? printed in the check
(In micros guest room number and name

should tolly
- It’s a computer check)
Task: CONTROL SPOILAGE AND PILFERAGE
Introduction
Every dollar wasted is a dollar lost. No matter whether it is an actual dollar or a broken plate or a jam portion thrown into the garbage
or a bread roll thrown on the floor.
There are hundreds of ways we waste food and equipment and supplies every day and for each of these there is also a way to control it
In this session we shall look at ways of controlling spoilage and pilferage in an efficient way
Task Breakdown
Task: PREVENT SPOILAGE AND PILFERAGE (GUIDELINS)

1. Wrong dish or drink served to guest Q. How can we avoid this incident? - Always repeat your order
and not as per their order - Ensure that captain order is written
clearly and readable
2. To remove milk and portion butter Q. Where to keep them? - In the fridge
from table immediately after guest leave
Q. What to check? - Ensure that it can still be used
- Back to their container
Q. Where to place them?
Any questions
3. To utilize tomato sauce, chilli sauce, Q. What to check? - Ensure that the bottles and caps are
etc from side station before taking any properly cleaned
new stock - To top up each bottle daily or after
every meal period (refer cleaning
task)
4. Collect back all menus Q. When to collect them? - Each time when guests have placed
their order (especially children)
Task Breakdown
Task: PREVENT SPOILAGE AND PILFERAGE (GUIDELINES)

5. Check table setting prior to meal Q. When to check? - Before guests are seated and when
period guests are about to leave the table
Task: POLISH GLASSWARE
Introduction
Cleanliness of glassware is not only important for the looks of it but also because a dirty glass can considerably change the taste of
wine for example
On has anybody ever tried to produce a nice foam on top of the beer in a dirty glass? It will just not work as greasy dirt refuses foam to
be formed
So today we shall learn polish glasses that they are really clean
Task breakdown
Task: POLISH GALSSWARE

1. Pick up glassware from shelves at Q. What should you check? - Ensure glassware are on glass racks
dishwashing area - Have been washed
2. Deliver them to polishing area using Q. what must you be aware of when - Handle glass racks carefully
glass racks delivering? - Do not shake/jolt excessively
3. Prepare hot water in SS pol Q. How should the water be? - Water to be boiling/steaming hot
Any questions
Trainee does so far

4. Steam glasses over hot water before Q. How is cleaning carried out? - Invert glasses upside down over
polishing them with glass cloth steam
- Polish, clean thoroughly
5. Check glasses by holding against light Q. What to look out for? - No chips/cracks
- No lipsticks/fingerprints
Task Breakdown
Task: POLISH GLASSWARE

6. Hold glasses by the stem/bottom area Q. What is the purpose? - To avoid fingerprints/ marks
when handling
7. Deliver polished ones to the service Any questions? - Pick up trays carefully
station using trays - Carry trays at chest level and balance
with right hand if required
Trainee does so far

Task: HANDLE GLASSWARE

Introduction
(Come into the meeting holding 5 glasses in your hand by having one finger in each glass)
Check their reaction and ask: Anything wrong?
Ok, why is this not correct the way I just brought in your glasses?
So today we shall establish the correct way of handling glassware in all our outlets
Task Breakdown
Task: HANDLE GLASSWARE

1. Place clean (or dirty) glasses on tray Q. What must you avoid when picking - Never pick up glasses in bouquets
when carrying up glasses? - Never stack glasses on top of each
other
- Never put cutleries into glasses
2. Carry glasses to tables by using tray Q. carry? - With your left hand balance with
right hand
- Do not overload
3. Hold glasses by the stem or lowest Q. What must your check? - Hands are clean
part when setting - Glasses spotless
4. Dump ice out of glasses before

washing
5. Sort glasses into divider racks Q. How do you sort glasses? - Do not overload
- Place glasses inside carefully
- Do not throw glasses in

Q. What must you avoid? - Avoid impact with other
utensils/equipment
6. Leave glasses in racks Q. For how long? - For a few minutes
Q. For what reason? - To prevent thermal shock from hot

water
7. Wash glasses in machine Q. What must you check before - Do mix glasses with other utensils
washing? - Check temperature as per instruction
setting
8. Take rack out of machine when ready Q. How should the glasses be? - Thoroughly clean
- No lipstick marks especially
9. Carry rack to mis-en-place area Q. What must you avoid when carrying - Do not shake glasses
the racks? excessively/cause impact
10. Polish glasses Q. What must you check while - No water marks
polishing? - No lipsticks
- No cracks/chips
- Hold glasses by stem
Task: ADD ADDITIONAL GLASSES
Introduction
Some guests might choose more than one beverage to go with their meal
This demands that we add some more glassware and it is important that we know first of all which glass to choose for which beverage.
However, this is not the topic of the session but rather how we handle these glasses and how we place them on the table when the guest
is already sitting there.
Task Breakdown
Task: ADD ADDITIONAL GLASSES

1. Take appropriate glass from main Q. How should glasses be? - Glass is washed clean
service bar - No lipsticks, water-marks,
fingerprints
- Polished
2. Take tray from service station
3. Carry glass on tray Q. How do you hold tray? - Hold tray with left hand
- At chest level
4. Approach guest table Q. Which side do you approach guest? - Enter from the right of guest
5. Place glass on table Q. Where do you place glass? - Top of the cutlery on the right of
guest
- Hold glasses by the stem/as low
down as possible
Task: POLISH CUTLERY

Introduction
Waiter stains on knives and forks do not really enhance the appetite
Even if the cutlery is biologically clean, water stains look dirty and make the cutlery look dirty.
So, today we shall learn POLISH CUTLERY

Task Breakdown
Task: POLISH CUTLERY

1. Pick up washed flatware from dish- Q. What should you check when - Check that they are clean
washing area picking up?
2. Deliver them to polishing area using Q. What must you be aware of when - Do not make excessive noise
trays or racks delivering?
3. Prepare hot water in SS pot Q. How should the water be? - Water to be boiling/steaming hot
4. Put the flatware into hot water before Q. How do you put into hot water? - Hold on to the handle when dipping in
polishing
5. Polish flatware using glass towels - Wipe clean and dry thoroughly
6. Check the flatware Q. How should the flatware look like? - No fingerprints
- Not deamege/bent
- Shinning
7. Deliver to the service station using Q. How do you handle the cleaned and - Handle cutlery by their handle only
tray polished cutlery? - Do not throw cutlery
Task: ADD ADDITIONAL CUTLERY
Introduction
The basic cutlery that we have on the table might not always suffice the order of the guest. This means that we have to add some
additional cutlery to cater for his needs before we serve the individual courses.
Here again, there is only one acceptable way of doing this and in today’s lesson we shall learn add additional cutlery on a guest’s table
when the guest is already seated.
Task Breakdown
Task: ADD ADDITIONAL CUTLERY

1. Take dessert plate from side station Q. How should plate be? - Ensure dessert plate is clean
2. Take required cutlery from side Q. How should cutlery be? - Cutlery is polished clean
station - Not tarnished and in good condition
3. Place cutlery on dessert plate Q. How do you hold the cutlery? - Hold by the handle
4. Approach guest’s table - Excuse yourself
5. Place cutlery on guest’s table Q. From which side do you place - Enter from guest’s right hand side
cutlery? - Hold cutlery always by their handle
Task: REMOVE SURPLUS CUTLERY

Introduction
In the previous session, we learned add additional cutlery on a table with the guest already sitting at the table.
Well, sometimes the basic set up on the table is too much, say for example, if the guest only wants a soup or so.
So, in this session, we shall learn remove surplus cutlery from tables in the correct manner
Task Breakdown
Task: REMOVE SURPLUS CUTLERY

1. Take dessert plate from side station Q. How should plate be? - Dessert plate is clean
- Hold plate with left hand
2. Approach guest’s table Q. What should you say? - Excuse yourself
3. Pick up surplus cutlery on dessert Q. What should you say? - From right hand side of guest
plate
- Using right hand
Q. How do you pick up cutlery? - By the handle of cutlery
4. Place surplus cutlery on dessert plate - Quietly and carefully
5. Replace cutlery back on service Q. How do you place cutlery back on - Quietly and carefully
station service station? - Do not throw cutlery on station
Task: HANDLE RESERVATION FOR LUNCH AND DINNER
Introduction
Have you ever tray to call a restaurant to make a reservation?
If yes, why don’t you share this experience with us?
Remember, the way answer the telephone and giving any answer to any queries will reflect the image of the restaurant
First impression will last
Well, today, we shall learn handle reservation and inquiries according to our restaurant standards.
Any questions?
Task Breakdown
Task: HOW T HANDLE RESERVATION FOR LUNCH
1. Answer incoming call Q. What to say? - Say “ Good afternoon/evening ………
restaurant . (Name of staff)…… At
your service
Q. What to observe? - Telephone should not ring more than
three times
Q. say? - Courteously, politely with a clear tone

of voice
Q. How would the guest request for - When they say, “Can I make a
reservation? lunch/dinner reservation
Q. How would you answer? - “ Certainly, Mdm/Sir”
2. When guest requests for a table Q. ask for guest’s name? - Say, “May I have your name please?”
reservation ask for their name, number (Ask guest to spell their name if you
of guests, time, day/date and room of are not clear)
telephone number
Q. ask for number of guests? - Say. “For how many person please?”
3. Continued Q. ask for time guests wish to dine? - Say, “May I know what time are you
coming Mr/Mrs/Ms …….”
- Slowly, courteously
Q. ask for room or contact telephone - Say, “ May I have your room or contact
number? telephone number, Mr/Mrs/Ms………”
- Slowly, courteously
4. Repeat the reservation to guest in Q. When to repeat reservation? - After guests have completed the
details reservation
Q. What to say?
- Say, “Let me, repeat your reservation
again Mr/Mrs/Ms…..”
Q. say? - Slowly, courteously

- clear tone of voice
5. Thank guest for making reservation Q. What to say? - Say, “ Thank you, Mr/Mrs/Ms.., I
shall see you today/this evening.
Bye”
- Politely, courteously
Q. say? - Clear tone of voice
Task Breakdown
Task: HANDLE RESERVATION FOR LUNCH AND DINNER

1. Write down details of reservation Q. Where to write? - Restaurant reservation file
Q. Where is file kept? - Hostess stand drawer
- Clearly written with pen

Q. write? - All points are filled
- Up accordingly
 Note: To make necessary listening

noises while guest is giving deltails
on their reservation. Listening
noises: e.g. Yes Sir/Madam
Task: REPORT FOR DUTY
Introduction
Have you ever experience rushing out of the locker room buttoning your blouse along the way down the staircase with your hair in a
mess and your face looking pale without make-up and perspiration running down your face. You’re obviously late for the work or
trying to rush to your workplace to be on time. Can you imagine that state of mind you’re in at that time while trying to catch up with
your breath.
Do you think you’re ready to handle anything perfectly with a situation like this?
How often does this happen? If this is a regular happening, then it’s time that you rectify the situation before it’s too late. Today I am
going to touch on “ report for duty”.
Task Breakdown
Task: REPORT FOR DUTY

1. Check personal grooming and Q. What to check for? - Clean and pressed costume
costume - Hair neatly combed
- Light make-up(Female)
- Properly freshened-up
- Name tag is put on
- No excessive hair and costume
accessories
- Clean pair of shoes and the right
colour
Q. When to check? - Before leaving the locker room and

before entering the outlet
2. Report yourself in the outlet Q. When is the correct time? - At least 15 minutes before your
actual schedule
Q. report? - Be with the others for shift roll-call

Task: LIGHT A CIGARETTE
Introduction
Today we are going to show and teach you “ light a cigarette.” I am sure the smoking among us know do that.
What I mean is lighting a guest’s cigarette when you see that the reaches for his smoking material.
- Why should we light his cigarette?
- How should it be done?
Well, in this session, we shall learn exactly do it without burning half of the guest’s face
Task Breakdown

1. Stand on guest’s right hand side Q. How should your present yourself? - Be cheerful
- Smile and be polite
2. Take matchbox with the logo out from
pocket
3. Take match out from box
4. Hold matchbox with one hand and Q. How do you hold them? - At around your chest level
match stick the other - Away from guest
5. Strike match against box Q. How do you strike the match? - Strike backwards to your body
Task Breakdown

6. Bring match towards guest’s cigarette Q. How do you do this? - Holding matchstick with thumb and
and say, “ May I? first finger of right hand
- Left hand covering right hand
- Excuse yourself
7. Light cigarette Q. how and where do you light the - Carefully

cigarette? - At tip of cigarette
8. Extinguish match Q. How do you do this? - Bring near you and blow very gently
Task: CLEAR AND RESET THE TABLE
Introduction
Can you imagine if you are a guest being seated at a table not thoroughly cleaned leaving traces of cigarette ashes and stains and the
table top items which included a pot of money plants, ashtray and snack card which are not neatly placed on the table. What would be
your first impression of the restaurant?
It is therefore essential that we learn clear and reset the table in the correct manner in order to project the right image of the restaurant .
Our topic for today will be “ clean and reset the table”
Any questions?
Task Breakdown

1. Bring tray to table for clearing Q. what must you avoid doing? At no time should a clearing done
without a tray (Not even for a glass only)
2. Place all glasses, ashtray & tit-bit bowl Q. place items on the tray? Place all heavy item on the inner side of
on tray the tray which you are carrying for easier
balance
Any questions?
Trainee does so far
3. clean table top with a damp table cloth Q. How should the table top be cleaned? Make sure that all corners of table top are
thoroughly cleaned
4. Debris on floor are picked and cleared Q. When this should be done? At all times, cleanliness is to be
maintained
5. Arrange seats to appropriate manner Q. arrange? According to seating plan
Task Breakdown

6. New ashtray is to be placed on the Q. Where should it be placed Center of the table top and next to the
table money plant and snack card
Gently
Q. How should it be done?
Task: THANK GUEST FOR PATRONAGE
Introduction
A poor service at the last minute before a guest is leaving can spoil the whole impression a guest has during his meal at the restaurant
It is therefore of utmost importance that we treat the farewell to guest as importantly as the welcoming
Today we shall take a look at thank guest for patronage

Task Breakdown
Task: THANK GUEST FOR PATRONAGE

1. Be more attentive to the table Q. When is the right time? When guests have settled their bill
2. Approach the table Q. When to do so? When guest about to stand up (body
language)
Q. What to say? - “Excuse me Madam/Sir, you’re

leaving now?”
3. Pull the chair Q. pull it? - Place both hands on top of the chair
- Grip it tight
- Pull the chair towards you slowly &
carefully
4. Pour the chair back Q. When to push it? When guest has properly left the area
5. Thank guest Q. What should you say? “ Thank you very much, Sir/Madam.
Have a nice day/evening”
Courteously, cheerfully and pleasantly

Q. How should you say it?
Task: BID FAREWELL TO GUEST
Introduction
How much does a smile cost?
How much is it worth if we give it to a guest which is leaving after a good meal?
Right, it is worth many more meals from him and hopefully his friends and ergo many dollars
So lets give him this smile when he leaves with a clear message that we would like to see him again
Today we shall look at ways of doing exactly this.

Task breakdown
Task: BID FAREWELL TO GUEST

1. Approach the guest Q. When to approach guest? - While he/she walking towards the
entrances
Q. approach guest? - With a smile

2. thanks guest for patronized the outlet Q. What to say? - “Excuse Mdm/Sir, you’re leaving
now, thank you, have a pleasant
day/evening, bye”
- Cheerful
Task: PLACE CHILD INTO BABY CHAIR
Introduction
Imagine that you are a guest patronizing our restaurant with your child and obviously the regular chair is too big to seat your child
Here comes the waiter with a baby chair but do not even bother to assist you
In this lesson we will learn PLACE A CHILD INTO A BABY CHAIR

Task Breakdown

1. Approach guest Q. How should you behave? - Politely and with a smile
2. Ask guest whether they require any Q. What to say? - “Excuse me, Sir/Mdm, may I get you
baby chair a baby chair for your child?
- Politely and with a smile

Q. say it?
3. Pick up the baby chair Q. Where to pick up the baby chair? - Beside the service station
Q. What to check for?

- That it is clean
- In good condition
4. Approach the table Q. What to say? - “Excuse me, Sir/Mdm, which side of
the table would you like me to place the
baby chair?
5. Place the baby chair to the location as Q. What to say? - Sir/Madam, may I assist you to place
requested by the guest the baby?”
Task Breakdown

6. Bring the baby chair flap to the back Q. do it? - Hold flap with right hand
of the chair - Swing it gently and slowly
7. Lift baby up from mother’s arm Q. How do you hold baby? - Hold baby just under their arm pits
on both sides
- Slowly and carefully
Q. What must you be careful of? - Do not press the body too hand
- Baby’s back facing you
8. Place the baby into baby’s chair Q. do it? - Leg to go in first

- Gently rest baby on seat
- Careful of baby’s arm
9. Bring the baby chair flap back to the Q. What must you be careful of? - The baby’s hand
front - The baby’s head
Task: SERVE TEA
Introduction
In many countries like Great Britain, China and Japan, the art of serving involves years of training and audience that appreciates the
finer details of every move the preparation and presentation of tea involves
We cannot and shall not try to copy these great masters of the tea ceremony. However are certain rules that we all will follow in our
hotel when serving tea.
So in this session, we shall look at our company’s way of serving tea.

Task Breakdown
Task: SERVE TEA

1. Take pot and pre-heat Q. How do you pre-heat teapot? - By rinsing with boiling water
2. Add tea bag to pot Q. How many tea bags to use? - 1 tea bag per portion
3. Add hot water to pot - Do not overfill
- Allow to brew for one minute
4. Fill water pot Q. What to fill water pot with? - with boiling water
- Do not overfill
5. Place teapot and hot water pot on Any questions? -
underline
Trainee does so far
6. Place them on a tray together with Q. What should you check? - Operating equipment clean
cup and saucer, teaspoon, - Tray clean especially underneath of
creamer/lemon and sugar tray
7. Carry tray to guest table - Carefully and cautiously

Task breakdown
Task: : CROSS SELLING (FOOD AND BEVERAGE OUTLETS)

Introduction
Role Play – (Show a bad example) – staff unsure off type, specialties, operating hours, dress code of other food and beverage outlets in
the resort.
I would like you to imagine that you are a guest staying in the hotel and you approached a staff at the entrance of La Piazza Restaurant
while looking round. You asked the staff to recommend you to a restaurant which serve good steaks but the waiter did not offer any
assistance or suggestions and you felt lost.
Q. How do you feel?
To avoid this happening in our Resort I shall proceed to show you cross-sell other food and beverage outlets.
Any questions?
Task Breakdown
Task : CROSS SELLING (FOOD AND BEVERAGE OUTLETS

1. Establish eye contact Q. When should you do that - Upon guest’s approach
2. Smile. Q. How ? - Natural.
- Pleased to see guest.
3. Say “Good Morning..” - In a clear voice
“Good Afternoon..” - Clear pronunciation
“Good Evening ...” - Friendly
Sir/Madam
4. Listen carefully to Q. Why ? - Get the facts
guest’s request - Understand his request
5. Make recommendation Q. How do you recommend ?
a) Guest wants to eat pizza. a) “Sir/Madam, let me recommend

you to our Italian Restaurant, La
Piazza. They serve very good
Pasta”.
b) Sir/Madam, can recommend our
Bellini’s bar. They do very good
ii) Guest wants to have an Irish coffee. Bellini’s Cocktail there. You
can relax and enjoy your coffee
while listening to the life band”.
Task Breakdown
Task : CROSS SELLING (FOOD AND BEVERAGE OUTLETS

6. Listen to his/her answer Q. Why ? - If guest agree, offer Step 7.
- If no, offer another
recommendation.
7. Say “Would you like Q. How should you say that ? - Meaningful.
me to show you the way - Clear and friendly.
8. i) Request guests to Q. What to say to guest? - i) “Sir/Madam, would you like to
follow you. follow me this way, please?”
ii) Give direction - ii) “Sir/Madam, it is on the Galleria
…”.
Task : UPSELLING SKILLS

Introduction
Now that we have taken the guest’s basic order, this is the time when we can slip into the exciting roll of a sales person.
What are the items that you could try to sell to the guest on top of what he just ordered?
How would you take this challenging task ?
In this session we shall study the various ways of upselling, see some of the tricks of the trade to make it happen and learn to make
suggestions that make the guest beg you for more.
Task Breakdown
Task : UPSELLING SKILLS

1. Point out buffet to Q. What to say ? - “Excuse me, Sir/Madam, may I
guests (e.g. break-fast, suggest our buffet ……..”
lunch or dinner) - Be polite and cheerful.
2. if guest request for Q. What can you recommend? - “Sir/Madam, can I recommend
menu, present and our clear seafood minestrone?
recommend a starter - Speak clearly and slowly.
3. Propose slow moving
items to guest first
4. Recommend entrees Q. What can you recommend? - Sir/ Madam, let me recommend
which keep the average you our very popular grilled U.S.
check high Sirloin Steak, it is very tender
Q. How do you recommend? and served with fresh garden
vegetable and our home made
herb butter.
5. Never forget dessert and Q. What can you recommend? - Propose our famous dessert bar.
coffee. -Selection of tea/ freshly brewed
coffee.
Any questions?

Task : HANDLE A RUNWAY BILL
Introduction
Some people consider it a sport. Others consider it Macho. Again others consider it fun to try.
We consider it a definite loss of money.
Yes, what I am talking about is runaway bills.
There is no perfect control system in the world that eliminates totally the guest who’s only reason for patronizing our disco is to try to
get a free drink.
There are certain points we have to follow when faced with a runaway bill and this will be the topic for this session.
Any questions ?
Task Breakdown
Task : HANDLE A RUNAWAY BILL

1. Check every table Q. What to check for ? Ensure that the bill has been
before the guest leaves settled
2. Approach guest (in case Q. approach guest ? Excuse me Mdm/Sir, would you
guest walk out without like to settle your bill at the
paying their bills) cashier counter
Q. say it? - Politely

- Clearly
3. Pass the guest check to Q. When to pass the guest check ? As soon as possible
the Captain/ Manager (in
the case when guests have
left the outlet)
4. Inform Captain/ Q. What are the information ? - Table Number
Manager (provide more - Sex
information) - Description of guests
5. Search for guest Q. Which area to search ? - F & B Outlet
- Lobby
- Car park
- Guest toilet
Task : HANDLE COMPLAINTS
Introduction
Imagine you are a guest at one of our Restaurant and the waiter has just spilled the soup for which you had been waiting for 45 minutes
all over your dress. Fortunately the soup was cold anyway so that at least you did not suffer any injuries from burns.
The only words from the waiter, before he runs away roaring and laughing his head off are: “Hoopla, what a mess has you made now”:
- Q. How would that make you feel ?
- Q. What would your reaction be ?
Today we shall learn handle complaints, no matter whether they are big or small.
Most important of all in such cases is to accept the complaint in a positive way and to follow the rules of complaint handling as stated
hereafter as closely as possible.
Any questions so far ?

Task Breakdown

1. Approach guest. Q. What do you say? - Greet the guest by name.
- “How can I help you?”
2. Task guest aside where Q. Where is the appropriate place to go? - The office.
possible. - Quiet area.
- Closed section of the outlet.
3. Listen to guest. Q. What must you be aware of? - DO NOT INTERRUPT guest
conversation/ complaints.
- Let guest “release steam”.
4. Apologies to guest Q. What can you say? - “Please accept my apologies”.
- “I apologize, Sir”.
- “I deeply regret this has
Any questions? happened”.

5. Show concern. Q. how can you show that you are concerned ? - “Mr. Lee, what I plan to do is
……….”.
- “Would you agree if I
…………”.
- “I would like to …..”.
Task Breakdown

6. Thank guest Q. How can you thank the guest? - “thank you for telling us, Mr.
Lee”
- Thank you for bringing this to
our attention”.
- “I am very glad you brought
this to our attention”.
7. Take immediate action - Follow up promptly on the
cause of action you intend to
take.
- Notify the supervisor
immediately
Task : HANDLE COMPLAINTS ABOUT RESORT FACILITIES OTHER THAN YOUR OWN
Introduction
In the previous lesson we have learnt “ handle complaint.”
Well today, we are going to learn “ handle complaints about hotel facilities other than your own.”
You are a guest at one of our Restaurants and are in the process of complaining to the Hostess that this is the second day that your bed
was not turned down in the evening.
The answer you get from the Hostess is, “Sorry, this is none of my business. I suggest you take it up with Housekeeping.”
How would you feel?
Is that the answer you expected to get?
In this session, we shall learn “ handle complaints about hotel facilities other than your own.”
Task Breakdown
Task : HANDLE COMPLAINTS ABOUT HOTEL FACILITIES OTHER THAN YOUR OWN

1. Follow the steps as for “
handle complaint.”
2. Inform Supervisor of the Q. What to inform the department concerned? - Give full account of guest’s
department concerned complaint.
regarding complaint - Do not criticize the
department.
- Tell Supervisor the
action/remedy guest requires.
3. Record complaint into log Q. What information to be recorded down? - Name of guest.
book in the outlet - Nature of complaint.
- Details of complaint.
- Time and date.
- Department involved.
- Action guest would prefer.
Task : ANSWER GUESTS’ QUESTIONS

Introduction
Today we are going to talk on “ answer guests’ questions.”
If a guest asks a question and you do not know the answer, do not make something
Up , rather bring him to somebody who you think might be able to help.
Imagine you are a guest and upon your question as to where the next toilet is, a waiter answers you: “Go to the Godahl restarunt, turn
left till you see a small hut and there somewhere it reads “toilet”.
Task Breakdown
Task : ANSWER GUESTS’ QUESTIONS

1. Guest calls for service Q. behave? - Eye contact
- Nod your head if you respond
- With a smile
2. Approach guest Q. What to say? - Excuse me, Mdm/Sir, may I
help you?”.
3. Listen to guest’s Q. In what manner? - Attentively
question - Concentrate
Any questions?
4. Respond to guest Q. What to say? - “Excuse me Mdm/Sir, I’ll
immediately (if you look into the problem” or
understand). “Excuse me Mdm/Sir, I’ll get
the … (Dept) to contact you
as soon as possible.”
PLEASE REFER TO YOUR SUPERVISOR IF THEIR

QUESTION OR REQUEST GOES BEYOND YOUR
JURISDICTION
Task : HANDLE DRUNKEN GUEST
Introduction
Today, we are going on to “ handle drunken guest”.
see whether a guest in your outlet is drunk or on the best way of maneuvering him into that stage ?
How do drunken guests behave?
Exactly, every guest who is under the influence of too much alcohol reacts differently but they all have one thing in common: they do
not act rationally or sensibly anymore.
It is not easy to handle such guests, especially with the violent type, it will take some coaxing to keep them under control and to
convince them that they have had too much.
In this session we shall look at different ways of handling drunken guests.
Any questions?
Task Breakdown
Task : HANDLE DRUNKEN GUEST

1. Approach the guest. Q. approach? - Politely, slowly and carefully.
2. Seat the guest Q. Which area of the restaurant to seat the guest? - Corner seats
- Quiet section
3. Inform the restaurant Q. When to inform him? - When situation gets worst
manager (if he’s on duty) - When guest resists any
if not, call to inform the assistance
duty Asst. Manager at the
front office
Task: HANDLE LOST ITEM

Introduction
Imagine you are a guest in one of our Restaurants, had a great meal and you have already paid it. When you’re just about to drive off
the hotel premises, you remember that left your gold lighter which is a present from your husband worth $400.00on the table.
You rush back to the restaurant and upon inquiring, find out that nobody has seen your lighter.
You are absolutely sure that you left it on your table when you left the restaurant. After a lot of commotion and questioning, you found
out that nobody wants to know anything about your lighter.
How does that make you feel?
What would you think about this restaurant. It’s staff and the whole hotel?
Well, in this session we shall learn hoe to handle lost items and what to do when we find items left behind.
Task Breakdown
Task : HANDLE LOST ITEMS

1. Collect item from table or Q. When to collect the items? - When you are sure that the
chair guest have left the restaurant.
Q. Who to collect them? - Staff based at that particular

station.
2. Pass the item to the Q. When to pass the item? - As soon as possible.
Manager or Asst. Manager
Q. pass the item? - Slowly and carefully.
3. Provide more information Q. What are the information? - Table number.
about the item - Describe guest.
- Room number. (if any)
- Time
4. Send item to Q. When to send the item? - As soon As possible
Housekeeping Department
5. Write down all particulars Q. What are the particulars? - Day and date.
in the Lost & Found Book - Name.
- Time
- Item (describe)
- Signature
- Received by.
Q. write them? - Clearly and readable.
Task : CHANGE TABLE CLOTH

Introduction
In the previous lesson, we have learnt ‘ clear a table.”
Well today, we are going to learn “ change table cloth.”
Cleanliness of the tablecloth is not only important for the looks but also enhances the appetite of the guests who dine in a clean
environment.
Any questions?
Task Breakdown

1. Pick up table cloth from Q. What condition should the washed table cloth be in ? - Starched and ironed
linen trolley - Clean and no stain.
2. Bring clean table cloth Q. What must you be aware of when bringing the table cloth - Not torn
to table that is soiled to the table? - Table number
3. Chance table cloth Q. change the tablecloth? - Fold soiled table cloth
skillfully carefully to ensure that the
rubbish is folded inside and
not drop out.
- Lay clean table cloth over
folded soiled table cloth out.
- Pull soiled table cloth out.
- Adjust clean table cloth.
4. Soiled table cloth to the Q. What is the purpose ? - To ensure that the rubbish
pantry area in a bundle inside the soiled tablecloth do
drop out on your way to the
pantry area.
Task : POLISH CHINA WARE
Introduction
Today, we are going to learn “ polish china ware.”
There is nothing mere irritating than if you served a beautiful dish on a plate which has crusted in gravy from the guest who had the
plate before.
Today, we shall learn “ clean and polish chinaware.”

Task Breakdown
Task : POLISH CHINAWARE

1. Pick up washed Q. How the washed chinaware should be ? - Cleaned, no stain.
chinaware from shelves at - Not tarnished.
dish-washing area - Use tray.
2. Deliver them to polish Q. What should you be aware of when delivering ? - Handle carefully.
area - Not to break/crack chinaware
3. Prepare hot water in Q. What do you ensure of when filling up stainless steel - Ensure water is boiling hot.
stainless steel pot with a Pot ?
dash of vinegar
4. Polish chinaware using q. How do you polish the chinaware ? - Dip towel in hot water and
glass towels (medium wet) polish
- Spotless, shinning and no
marks.
5. Deliver the polished Q. What to check before delivery ? - Using trays.
ones back to the service - No chips/cracks, no
station. fingerprint marks
- Spotless clean
Any questions ?
Trainee does so far

Task : HELP GUEST WHEN LEAVING
Introduction
A prior service at the last minute before a gust is leaving can spoil the whole good impression a guest gianed during his welcome
It is therefore of utmost important that we treat the farewell assistance as importantly as the welcoming.
What are the areas that we can assist a guest when he is about to leave ?
Today we shall look at the assistance that we extend to our guests when leaving our Restaurants.
Task Breakdown
Task : HELP GUEST WHEN LEAVING

1. The more attentive to Q. When is the right time ? - When guests have settled
the talk their bill.
2. Approach the table Q. When to approach the table ? - When they are about to stand
up (body language).
What to say ? - “Excuse me, Mdm/Sir, you’re

leaving now?”.
3. Pull the chair Q. pull it ? - Place both hand on the top of

the chair.
- Grip it tight.
- Pull the chair towards you.
Slowly and carefully.
4. Push the chair back. Q. When to push it ? - When guest have properly
leave the area.
Q. What to say ? - “Excuse me, Mdm/Sir, thank
you very much, have a
pleasant day/evening”.

Food and Beverage Standard Operating Procedures Manual

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Comprehensive Training Guide for the New Service staff-

Food and Beverage

Standard Operating Procedures

15 How to serve drinks 29

35 How to handle payment 97

55 Up selling skills 149

Task: GREET THE GUEST

 How would you feel?

 What would be your reaction?

In today’s training session we shall learn to greet a guest properly.

STEPS INVOLVEMENT STANDARDS

Q. Where should you be? - At the entrance of the restaurant

Q. How should you do that? - With a very warm smile.

STEPS IVOLVEMENT STANDARDS

Trainee does so far

Task: ESCORT AND SEAT GUEST AT HIS TABLE

In the previous session we have learnt greet and welcome a guest.

Now we are standing beside him/her at the entrance of the restaurant.

Task: ESCORT AND SEAT GUEST AT HIS TABLE

STEPS IVOLVEMENT STANDARDS

Task: PUT A NAPKIN ON THE GUEST’S LAP

Task: PUT A NAPKIN ON THE GUEST’S LAP

STEPS INVOLVEMENT STANDARDS

Task: PRESENT A MENU

How can we do this?

What is the first thing we shall present to him?

Exactly, the menu

So today we shall learn correctly present a menu to the guest.

Task: PRESENT A MENU

STEPS IVOLVEMENT STANDARDS

Trainee does so far

Task: SUGGEST MENU ITEMS

STEPS INVOLVEMENT STANDARDS

Task: TAKE AN ORDER

When the food arrives, it is not what you had ordered

How would you feel?

What would be your reaction? You will be upset rite?

Well, today we shall learn the correct way of taking an order.

STEPS INVOLEMENT STANDARD

Task: TAKE AN ORDER

STEPS INVOLVEMENT STANDARD

Q. hold the menu? - On your arm around the chest level

Task: FILL IN A CAPTAIN ORDER

How do we have to fill in captain order?

Task: FILL IN A CAPTAIN ORDER

STEPS INVOLVEMENT STANDARDS

Trainee does so far.

Task: HANDLE FILLED IN CAPTAIN ORDER

- Who do you think should have a copy of this Captain Order?

- Why should they have a copy?

Task: HANDLE FILLED IN CAPTAIN ORDER

STEPS INVOLVEMENTT STANDARDS

Q. What to explain? - Special request from

Task: HANDLE WRONG ORDER

- What is your reaction?

- Should you argue with the guest?

- How would you handle the situation?

Today, we shall learn HANDLE WRONG ORDER.

Task: HANDLE WRONG ORDER

STEPS INVOLEMENT STANDARDS

- Listen carefully to the complaint

Trainee does so far.

Task: PICK UP DRINKS FROM BAR

- Can anybody tell me what theses differences might be?