BASIC ETIQUETTE FOR F & B SEVICE STAFF

‡ ‡ ‡ ‡ ‡ ‡

Attend to guests when they enter the restaurant. Greet guests according to time. Preferably address them by their name. Be polite to the guest. Help to seat ladies. Never interrupt when the guest is speaking to another guest. ‡ Avoid meanness such touching hair or nose miring etc.

‡ Remember to regular guest special dish giving him & friendly atmosphere. ‡ Be attentive to guest calls.

GROOMING

‡ ‡ ‡ ‡ ‡ ‡ ‡

Hair should be cut close. Uniform should be spotless & well ironed. Nails should well manicured & hand clean. Avoid spray perfumes & body odors. Shoes should be polished. A close shave is necessary before For ladies apron & hair band should always be claw. ‡ Flat shoes & sturdy heals are advisable. ‡ Stockings should be clean. ‡ Expensive jewellery should be avoid .

BRIEFING .

‡ Knowledge of the devoir soup & main dish in order to push it to the guest.‡ Meeting of the restaurant staff prior to the opening of the restaurant print to be remembered by the modules are : ‡ Through knowledge of the Food & Beverage items available in the menu & even the non available ones. ‡ Be equipped with clean with the service . ‡ Rest manager should check weather the waiter has satisfied the above points. .

SANITATION & HYGINE .

‡ Bar mirror & plate glasses should be free from stains.‡ Remove soiled dishes and leftover food from the table immediately. ‡ Clean cutlery in fresh water and wipe & dry this before use. ‡ Wipe glasses with a clean waiter-cloth & always hold the glasses from the bottom. ‡ Keep all souse bottles clean with the mouth wiped. ‡ Keep side-station. ‡ Crumbing should be done regularly before laying the new cover. table and other surroundings clean and meticulous. .

ALLOCATION OF DUTIES .

‡Each station must have a uniform number of staff members: Assistant Waiters. . must be assigned on a weekly or fortnightly basis. ‡Duties like linen exchange. ‡Different stations must be assigned to the staff on a rotation basis. store requisition.Waiters.‡Duties must be rotated once every week to prevent monotony. and Restaurant Supervisors. ‡The person assigned to the bar must have a good experience and knowledge of beverages.

ATTENDENCE .

‡Staff should be made to realize that coming to their job on time is of great importance . ‡The register should be carefully handled as it is used for a full year and should be kept in a safe place. ‡The Restaurant Manager should be made aware of latecomers and absentees to take necessary action. ‡Use a pen and ensure that there is no over-writing to avoid malpractices. ‡Prolonged absenteeism and periodic late-coming should be dealt with severely.‡Any person who reports late should be marked late and the records must be send to the Personnel Department for necessary action like deduction from salary.any changes made should be counter-signed.

SIDEBOARD & MISE-EN-PLACE .RULES FOR LAYING A COVER.

‡ Water tumbler should be at the tip of the large knife ‡ Butter dish on the top of the fork with an under linen. . ‡ Cruet sets should be planned on the top of the cover with the logo facing the entrance. ‡ The butter knife to be placed on the side plate on the right side. ‡ Cutting edge of the knives should always face the plate except the butter knife which face opposite to the meal plate. ‡ All knives and spoons should be placed towards the right &all forks on the left.‡ Each cover requires 24´ x 18¶¶ of space ‡ Each cover should be well balanced ‡ All cutlery and other table appointments should be placed at least ½´ away from the edge of the table.

napkins. condiments sets.‡ Sideboard should be stacked properly with cutlery & crockery's. . ‡ (b) glasses to staked in the glass racks. ‡ (a) in mise-in-place every cutlery & crockery should wash at stage properly in side board . Along with the F & B menu card & the KOT¶s. water tumbler. salvers and continental forks.

COST REDUCING METHOD .

display cabinet lights . it could spoil the carpet plus waste that portion of food. ‡ Do not misuse linen by using them as dusting cloth instead use waiter¶s dusters for cleaning purposes. ‡ Switch off equipment like hot case. ‡ Handle service equipment with care. chilling machines. return extra portion to the kitchen. table lamps. gas burner when the restaurant closes . ‡ Stop wastage ‡ Check upon the no of portions size of portions.‡ One way of increasing profitability. . ‡ Food spoilage should be avoided.

‡ Send timely maintained order. ‡ Send back flower to housekeeping or store in a cool place so as to refresh them. .‡ Never forget to make checks for whatever is served. ‡ Be hank eyed for staff pilfering food.

RECEVING. GREETING & PLACEMENT OF GUEST .

‡ Basic we have to follow the MNS system i.‡ Always greet the guest when he/she enter the restaurant. ‡ Ask him weather he¶s any reservations. . ‡ Always hole the booking in the reservation. ‡ accordingly escort the guest toward the table &help him take a seat. ‡ Ask him for the number of cover he would want to book the table for.e Meet greet &seat.

HOLDING SERVICE SPOON & FORK .

‡ The first finger gives initial leverage and when removed from between fork and spoon enable the two to close non food to hold firmly. fish fillets and sweet dishes. ‡ The fork and spoon are kept facing upward along side each other to form a broader base to scoop rice. . ‡ The fork in invested to hold removed food item like potatoes tomatoes etc.

CARRING A TRAY .

. The table still supports the main weight of the tray. by the left palm. ‡ The left hand palm should be facing upward under tray and let palm make contact with bottom of tray so that it reaches center of the tray pull tray by the right to enable the left hand to reach the bottom center of tray. Keep holding right tip of tray to center balances.‡ Left hand by the side & by the right hand pull out the nearest tip of tray so that the tray is half out over the edge of the table. ‡ Take the weight of the tray and lift it slightly above left shoulder adjust tray to balance properly on left palm.

. ‡ Look a head to proceed walking.‡ Ensure the left palm adequately support tray.

LAYING A TABLE CLOTH .

‡ Hold the tip of table cloth with thumb and forefinger. ‡ Pull gently releasing the central fold. removing all the area with the palm. ‡ Smooth out the tablecloth. .hold central fold between the second fingers. Once the tablecloth is distributed drip the near of cloth.

CHANGING OF THE TABLE CLOTH .

1. The fresh tablecloth is still hold by thumb &first finger. . Release fresh tablecloth over near edge of table. smooth out rumples in concentric circle moving from inward to outward. 4. 5. Hold far left corner of soiled tablecloth with second and third finger and base of palm. 2. Hold fresh tablecloth. Hold one tip with thumb and first finger. With palm facing downwards in contact with table-cloth. 3. Keep holding soiled tablecloth till it slips off the table from under the fresh tablecloth.

CLEARING SOILED PLATES .

‡ Place used fork. ‡ Receive second soiled plate and balance on three points formed by thumb. Then transfer the knife and fork to the first plate placing them along with original knife and fork.‡ Lift soiled plates from right of guest. forth finger and base of hand. . ‡ Transfer soiled plate from right hand to left hand. The fourth finger protrudes outside the top of plate to receive other plates. placing first. prongs upward and the knife put at right angles under the bridge of the fork. second and third finger under the plate and the thumb on near edge of plate to balance. ‡ Use knife and fork of second plate to drop any left over food into first plate.

PRESENTING MENU/BAR CARD .

³that should be fine. Ex-: for each dish the main ingredients and summary of how it is made. then finally the host. saying ³you might wish to see the wine list sir´. but I¶ll just have a word with the chef´. then gentlemen.always ensure that menus are clean and dry. Basic information you should ready to give relating to the menu items. check that menus are up to date. Be attentive and use your judgment to anticipate when customers are ready to order. . Don¶t promise what can¶t be delivered. Offer wine list to host alone . ladies first. with menu.‡ ‡ ‡ ‡ ‡ Hand menu to each customer.

CLEANING A GLASS .

‡ It must be covered with a clean waiter¶s cloth. ‡ First dirty glasses always positioned closest to the holding hand and working out towards the rim of the salver or tray. .this helps you to rotate the tray while.‡ When removing glassware from tables always being by ensuring that the salver or tray is placed on the palm of the hand.

OPENING A WINE BOTTLE .

and that the bottle is not shaken to disturb any sediments at the side or base of bottle. ‡ Pierce cork with tip of cork screw and twist the latter gently in a clockwise direction till the screw is fully in. from you. The bottle should have base towards you and neck facing away at 45 deg. ‡ See that the cork is not splitting.‡ Hold the wine bottle firmly by shoulder of bottle. ‡ Draw cork out gently by twisting the cork to and fro. .

ATTITUDES .

WILLINGNESS TO SERVE .

He projects its image and is responsible for maintaining its high standards. At this stage emphasize the point that a guest lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to please. increment and other benefits. . promotion. ‡ A waiter is a representative of the hotel and his restaurant. On his attitude and action will depend the image of the hotel.‡ The waiter should be briefed about the tip system and shown how a good service can fetch greater tips. ‡ A waiter¶s job is appraised on his keenness and willingness to serve. This determines his job advancement.

CHEERFUL ATTITUDE TOWARDS WORK & PLACE .

. ‡ A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum cooperation and help from them. ‡ Job satisfaction comes from within oneself and depends on one¶s attitude towards one¶s work. It is infectious as one cheerful person spreads cheer and goodwill wherever he goes. If one has a cheerful outlook any kin of work can seem worthwhile and interesting.‡ A cheerful attitude is an asset.As a result the work atmosphere is pleasant and free of tension and overwork.

CORDIAL RELATION WITH INTERACTION .

A good friendship is also an asset and is of great help during times of trouble.one not only benefits financially but also personally. Let the group effort. The phrase ³United we stand. divided we fall´. which implies more earnings for everyone. Show how much easier it becomes to resolve problems when everyone puts their heads together. A guest who is pleased with the guests is good relations. . ‡ By maintaining cordial relations. Let the group set the goals. ‡ cordial relation with guest is good relation. should be the motto. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again.‡ One of the best ways to develop cordial relations and a team spirit is through group effort. ‡ Through team spirit and teamwork efficiency is increased. Increase in efficiency implies higher sales turnover.

PRIDE IN WORK .

It is an art which has developed from times immemorial and is still being developed. It is an art whish everyone can not do. .‡ A waiter should realize that the work he is doing is not an ordinary kind of work.

TACT AND INITIATIVE .

‡ Role playing sessions on the basic of log book caselets help in developing a waiter¶s tact and initiative. ‡ Also formal case studies can be undertaken to inculcate tact and initiative. ‡ Interesting and amusing anecdotes from personal experience or from the experiences of other are good illustrations. .

COURTESY .

‡ The advantage and necessity of being courteous should be emphasized as it not only smoothens operation but also ensures better ties. ‡ Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes into contact. .‡ It is the hallmark of a good waiter to be courteous on all occasions not only towards guests but also towards his colleagues and other people working in the same unit.

Sign up to vote on this title
UsefulNot useful