ASSIST

THE
DINERS
 Assisting Guests with Special Needs

List of Guests with

Special Needs
• Aged or elderly guests
• Infants and young children
• Disabled or handicapped guest (e.g. -blind, deaf or
wheelchair dependent)
• Non-native guests or foreign language-speaking
guests
• Single or solitary guests
• Guests who have health issues, such as:
1. Heart patients
2. Allergic to some foods
3. Special dietary needs
Serving Aged Or Elderly Guests
• Escort the guest to the guest table and help him/her
to be seated
• Arrange a calm and quiet corner with suitable and
comfortable chairs for the aged guests
• Always serve the elderly guests first with great care
and respect
• Ask for any special assistance or requirements
• Treat guests on the basis of their pace
• Deal with the guest in a clear, slow, and calm voice
• Anticipate their needs concerning their functional
disabilities or difficulties
• Escort the old guests to the washroom and exit, if
necessary
 Serving Infant Or Young Children:
 Always treat all infant or young guests as V.I.P guests
 Deal with young guests with a playful mind and special care
 Be friendly and familiarize with the child
 Politely ask the parents to determine any special requirements,
such as:
1. Required cutlery
2. High chair
3. Any special food recommended
 4. Whether allergic to any food or not
 Provide a clean and presentable baby chair or high chair (if
required) and set it properly to avoid any accident
 Offer bread and crackers immediately after the child is being seated
 Present the children menus (specially made for children)
 Place the order (serve the children first) after the order is being
taken as per requirement
 Serving Infant Or Young Children:
 While serving the children remember that their meals should
be eye-catching and appealing
 Offer to cut the food after the child is seated and the meal
arrives
 Always arrange children’s cutlery (e.g. teaspoons or
espresso spoons) since they find it difficult to eat with adult
cutlery
 Keep sharp items and hot items out of the child’s reach
 Provide extra napkins and Plexiglas glassware (depending
on the age)
 Offer the child guest or children guest some coloring
books/crayons whilst waiting for their course to keep them
busy and quiet
 Always arrange necessary baby chairs, cutlery, and service
to accommodate all requests whenever required.
 Serving Disabled Guest:
 Offer help before the guest is being asked for help
 Treat them with special care and attention and deal
with a soft and clear tone
 Adjust yourself according to their pace
 Provide them a comfortable and suitable seating
arrangement and make the area as functional
 Anticipating their needs (e.g. wheelchairs, required
cutlery) and offer help for any request
 Ensure there is enough space in the service area for
them to move freely
 Make the area as functional as you can
 Serving Disabled Guest:
 Offer to help in taking their food, if required
 Escort them to the entry and exit
 Do not take extra care of them too much so that they
can think themselves aliens
 If the guest is visually impaired then offer necessary
assistance such as:
1. Offer your hand to escort the guest to the table
2. Read the menu and describe buffet(if required)
3. Fill plate at buffet for them
 If the guest has hard of hearing then try to deal with
the guest through lip reading or body language or
gestures
 Serving Non-native Or
Foreign Language-speaking Guests
 Always approach a non-native guest with a clear and
quiet tone
 Try to communicate with a non-native guest by using
a common language for both of you
 If you are unable to communicate with him then ask
for permission from the guest to find personnel or a
person who can help to communicate
 If necessary, use a translator to deal with the guest or
ask a colleague who knows the guest’s language
 While dealing with the foreign language-speaking
guest, use distinct signs, sign language, gestures, or
draw pictures (based on the situation)
 Serving Single Guests
 Arrange a comfortable seating arrangement
with an interesting view
 Serve the guest with special attention
 Offer newspaper or magazines
 Familiarize with the guest and approach with a
friendly behavior
 Talk to the guest (if time allows and the guest is
receptive)
Serving guests with health issues:
 Identify whether the guest is allergic to any food
or not (e.g. seafood or nuts)
 Determine from the guest regarding any special
dilatory needs
 Before serving the guest, confirm whether the
guest has any serious health problems or not (e.g.
heart patient or diabetic)
 Consult with the responsible chef and supervisor
before placing the order
 Check to ensure the food is prepared according to
the requirement before serving it to the guest
 Give assurance that all meals are prepared
concerning their health issues
 Changing Ashtrays
 To make sure that ashes do not fly into guests’ food or beverages, invert
a clean ashtray and hold it over the soiled one. Place the clean ashtray on
the table and dispose the contents of the dirty ashtray safely.
 Customers Falling
 As soon as it is noticed that a guest is not feeling well while in
the restaurant, a person in authority should take immediate
action.
 The person in authority must inquire if the guest needs
assistance. At the same time, he/she must try to judge whether
the illness is of a serious nature.
 If the illness appears to be of a serious nature, immediately call
emergency services for an ambulance with a doctor for primary
inspection before taking the guest to the hospital.
 If the illness is not serious, and after a short period of time the
guest recovers and continues with the meal, a fresh cover
should be laid and the meal should be returned from the
hotplate.
PERFORM
BANQUET
OR
CATERING
FOOD
SERVICE
 Table Setting Procedures

● The Food and Beverage Service Attendants (FBSA) or waiters generally follow American
settings in a banquet service. However, the table setting may be modified according to the
menu.
● French, Russian, or buffet service is typically used at a banquet. The head table is usually served
first and then the rest of the tables.
● Water and coffee are replenished throughout the event. After the completion of meal, the table
should be cleared as per standard since guests may remain seated for entertainment after
dinner.
● Banquet service does not require to present a check or collect payment at the end of the meal
as the banquet is paid for in advance.
 Decorum on Banquet Floor

● Equipment Care – Carelessness and damage could result in a

decrease in the number of available equipment. All equipment must
be kept spotlessly clean at all times and in good working condition.
● Cleanliness and Sanitation – All banquet and catering service
personnel should consistently practice a Clean-As-You-Go Policy.
● Guest Relations and Requests – Whenever appropriate, the
restaurant staff should greet guests by their names in a formal and
polite manner.
● Celebrities and VIPs – Ensure that celebrities and VIP guests are
not disturbed by any autograph seekers, reporters, or
photographers.
 Menu Preparation and Banquet Service

Preparation of the menu

presentation is a part of a server’s
general responsibility and, more
importantly, will help you feel more
comfortable when describing menu
selections to the guests.
Major ingredients, the main item of
the course, sauces,
accompaniments, and garnishes
should be explained.
 State Type of Banquet Functions
Banquets,
Formal
Lunch/dinne Special
01 06 Events
r
Traditional
02 07 Events
Reception

08 Theme
Buffets 03 Banquets

Lunch/ Outdoor
04 09
Dinner Catering
meeting
Conference
& 05
Convention
 Type of Banquets
1. Informal
a. Freedom to sit, roam, eat.
b. Found generally for 3. Formal
marriage parties, get together, a. Generally seen in Flag
reunions, festivals and other National Holidays, Victory
celebrations Celebrations, in Honour of
c. Guest may take as much Foreign Dignitaries.
time as they want. b. Seating Strictly according to
d. Types of Service can be proctocol.
Floating or Buffet. c. Table laid perpendicular to
top table.
d. People near top table are
2. Semi-Formal the most important
a. Only for people given priority
e. Proper silver service
b. Generally seen in the
Institutional Functions, Annual Day
Functions, Honoured Parties.
c. Separate table for Chief Guests.
d. No discrimination for other
guest.
 Tabling
The type of table plan depends upon the following:
a. Organizers’ wishes
b. Nature of function
c. Size and shape of the room where the function is to be held
d. Number of covers
e. Spacing
 Laying of Cloth

a. Cloth should be without crease

b. It should be clean and spotless
c. The fall of the cloth should be equal
from all sides.
d. Cloth should not be torn or ash-
burnt.
e. All cloths should have the same fall
and patterns.
Job Functions of FBSA assigned in Banquet:

1. Coordinate customer requests with kitchen staff during

banquet functions to insure customer satisfaction.
2. Monitor and maintain all Convention facilities and
assigned Banquet functions.
3. Provide excellent customer service for banquet
functions.
4. Maintain liquor inventory for the banquet department.
5. Provide service for all banquet functions (memorials,
receptions, showers, business/professional, etc.) to
ensure guest satisfaction.
Job Functions of FBSA assigned in Banquet:
6. Provide service to all banquet functions including set-up
and break-down * Prepared food for outdoor youth camp
guests and employees.
7. Work way from bus girl to head server in the banquet
department, setting up and tearing down, and serving
8. Set up banquet functions by setting tables with linens,
dishes, flatware, and glassware according to banquet
order.
9. Serve as banquet manager on duty running banquet
functions, managing staff, and completing end-of-the-day
paperwork.
10. Interacted with High-level clients within the Business
and Law worlds through the role of lead Runner in
Banquet functions.
Job Functions of FBSA assigned in Banquet:
11. Serve as a lead banquet server to guide the team on
preparation, set-up, and breakdown of banquet functions.
12. Foster and maintain guest relations/guest loyalty
through rapport, recognition, and commitment to guest
satisfaction in the Banquet Department.
13. Coordinate the execution of banquet functions per the
specifications of the client to ensure that the function runs
smoothly and efficiently.
14. Serve food and beverages during banquet functions
such as wedding receptions, graduation parties, meetings,
etc.
15. Provide assistance to banquet managers in the serving
of guests during banquet functions to ensure a positive
guest experience.
Job Functions of FBSA assigned in Banquet:

16. Maintain & stock /sundries shop Set up, serve &
break down various banquet functions Utilize
interpersonal skills.
17. Provide leadership assistance to the banquet
captain during banquet functions and ensure a
positive experience for our guests.
18. Work as a team to successfully serve food and
drinks at large banquet functions, including weddings.
19. Set up and clean-up banquet functions, and serve
a variety of meal courses to the guests.
 Standards of a Banquet Server
Uniform and Appearance
 Banquet servers are expected to be neat and well-
groomed upon arrival to work.
 Common Example of Uniform
 White Tuxedo Shirt & Black Dress Pants
 Black Bow Tie & Black Apron
 Black Socks / Natural Colored Hose
 Rubber Soled Shoes
 Name Tag
 Hair Tied Up (if long)
 Serviette
 Smile
 All shirts, pants, and aprons must be ironed.
 Standards of a Banquet Server
Friendly Service
 Remember that guests can see you whenever you are in the
room – be courteous, efficient, and quiet.
 Maintain good posture – and never slouch, lean, or slump
 While in the room, smile and, when appropriate,
acknowledge guests through brief eye contact.
 All associates shall remain on the floor while guests are
around.
 Each server should constantly monitor his/her station,
refilling water glasses, and serving fresh coffee or tea.
 Be aware of your surroundings –help out your other servers
if they need it, be sure to always be available to your guests.
 Standards of a Banquet Server
Handling Requests
 Do not neglect a guest’s request just because
the guest is not in your area. If he/she makes a
request directly to you, take care of it personally
and quickly, if possible.
 Standards of a Banquet Server
Rules for Resolving
Complaints
1. Listen and Empathize
a. Listening is the most important component of the
communication process.
b. Having empathy is being aware of and sensitive to the
emotions of others
c. “I think I know how you feel.”
d. “I understand what is upsetting you and I am glad you
told me”.

2. Apologize and Commit to Solving the Problem.

a. Accept responsibility for the problem’s resolution.
b. If you are unable to do so, bring it to the attention of the
captain or manager.
 Standards of a Banquet Server
Rules for Resolving
Complaints
2. Apologize and Commit to Solving the Problem.
a. Accept responsibility for the problem’s resolution.
b. If you are unable to do so, bring it to the attention of the
captain or manager.
c. If there is a complaint regards a meal, remove the plate
and replace it.
d. Identify a Mutually Acceptable Solution
e. Check Back and Follow Up
 PRE-MEAL BRIEFING
Making the Most of the Most Important 15
Minutes
A pre-meal briefing is required before all meal functions.
It should be conducted by the Captain or floor supervisor
who is in charge of the event. Station assignments are
given out after the agenda is covered.
 Inspect : To insure the staff ready for the function
 Inform : Communicate accurate information; Standard
Agenda / Station Assignment / Sequence of Service /
opening & closing side-work assignment
 Motivate : To have a Positive & Productive shift
WHAT IS THE JOB OF BANQUET
SERVER?
 To provide quality service to the guest with LIFE-TIME
memories….
 By following C.A.R.E.S
o Customers are our focus
o Attitude affects everything
o Respect others – have fun
o Earn profits for everyone
o Service is EVERYTHING!
 Restaurant Infographics

Mars
Option A Despite being red,
Mars is a cold planet

Mercury
Mercury is the closest Venus
planet to the Sun and Option B It has a beautiful
the smallest one in the name, but it's hot
entire Solar System

Earth
Option The Earth is the
C planet with life
 Restaurant Infographics
Mars Mercury Earth
Despite being red, It is the closest The Earth is the
Mars is a cold planet planet to the Sun planet with life

25 75
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50 75 25 50
% % % %
 Restaurant Infographics

Step 01 Step 02 Step 03

Mercury Mars Saturn

Mercury is the closest Mars is a cold place full Saturn is a gas giant and
planet to the Sun and of iron oxide dust, has several rings. It's
the smallest one in the which gives the planet composed mostly of
entire Solar System its reddish cast hydrogen and helium
 Restaurant Infographics
Venus Neptune

Jupiter Saturn

Mars
Despite being red,
65 % 35 % Mercury
It is the closest
Mars is a cold planet planet to the Sun
 Restaurant Infographics

Menu
Starters Main Course
01 Mercury Venus 01
It is the closest planet to the Sun Venus has a beautiful name

02 Mars $ 25,99 Jupiter 02

Despite being red, Mars is cold Jupiter is the biggest planet

03 Earth Saturn 03
The Earth is the planet with life Saturn is a gas giant with rings
 Restaurant Infographics
10 % 40 %
Mercury Venus
Mercury is the closest Venus has a beautiful
planet to the Sun name, but it’s very hot

20 % 30 %
Jupiter Saturn
Jupiter is the biggest Saturn is a gas giant
planet of them all with several rings

Follow the link in the graph to modify its data and then paste the new one here. For more info, click here
 Restaurant Infographics

35,000 1,200 68
Meals Served New Chefs New Products

2015 2020 2025

Jupiter Saturn Venus
Jupiter is the biggest Saturn is a gas giant Venus has a beautiful
planet of them all with several rings name, but it’s very hot
 Restaurant Infographics

Bistro
35 % Mercury is the closest 65 %
Neptune planet to the Sun Earth

01 02 03
Jupiter Saturn Venus
Jupiter is the biggest Saturn is a gas giant Venus has a beautiful
planet of them all with several rings name, but it's very hot
 Restaurant Infographics
40 Mercury
Mercury is the closest
% planet to the Sun

25 Jupiter
Jupiter is the biggest
% planet of them all

35 Venus
Venus has a beautiful
% name, but it's very hot
 Restaurant Infographics
Mars
Mars is a cold place
full of iron oxide dust

Venus
Venus has a beautiful
name, but it's hot

Mercury
Mercury is the closest
planet to the Sun Our Restaurant
Restaurant Infographics
100 Venus
Venus has a
% beautiful name

Jupiter
50 % The biggest
one of them all

Saturn
75 % It’s a gas giant
with rings

Follow the link in the graph to modify its data and then
paste the new one here. For more info, click here
 Restaurant Infographics

Restaurant

Italian

Japanese

Etiopian
 Restaurant Infographics
01 02 03
Latte Macchiato Irish Coffee Frappe

Customer Valoration Customer Valoration Customer Valoration

Jupiter is the biggest Saturn is a gas giant Venus has a beautiful

planet of them all with several rings name, but it's very hot
 Restaurant Infographics

01 02
Mercury Jupiter
It is the closest Jupiter is the
planet to the Sun biggest planet

03 04
Mars Venus
Despite being red Venus has a nice
Mars is very cold name, but it’s hot
 Restaurant Infographics
Mercury Venus Mars Jupiter
Mercury is the Venus has a Despite being Jupiter is a gas
closest planet to beautiful name, red, Mars is a giant and the
the Sun but it’s hot cold place biggest planet

Neptune
 Restaurant Infographics
01 02
Most Demanded Main Most Demanded Side
Dishes
Mars is a cold place full of iron oxide dust, Venus has a very beautiful name but is Dishes
actually
which gives the planet its reddish cast terribly hot, even hotter than Mercury

55 25
% %

45 75
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Restaurant Infographics

Tea Time in the World

Mercury 17:00

Venus 16:00

Saturn 14:00

Jupiter 11:00
 Restaurant Infographics
01 02 03
Mercury Venus Mercury
It is the closest Venus has a It is the closest
planet to the Sun beautiful name planet to the Sun

40 % 25 % 35 %
 Restaurant Infographics
Free Wi-
Food
Fi
Mercury is the Mars is a very
smallest planet cold planet

Reasons Why
People Go to
Coffee Shops

Hangout Coffee
Venus has a Saturn is a gas
beautiful name giant with rings
 Restaurant Infographics
Most ordered desserts
Venus is terribly hot, even hotter than Mercury, and its
atmosphere is extremely poisonous

A B C
Jupiter Saturn Venus
Jupiter is the biggest Saturn is a gas giant Venus has a beautiful
planet of them all with several rings name, but it's very hot
 Restaurant Infographics

Mars Mercury
Despite being Mercury is the
red, Mars is a closest planet to
cold place the Sun

Jupiter Venus
Jupiter is a gas Venus has a
giant and the beautiful name,
biggest planet but it’s hot
 Restaurant Infographics
Venus 100
Venus has a
beautiful name %

Jupiter
The biggest 70 %
one of them all

Saturn
It’s a gas giant 90 %
with rings

Mars
Mars is a very 60 %
cold planet

Follow the link in the graph to modify its data and then paste the new one here. For more info, click here
 Restaurant Infographics
03 04

01 02

Jupiter Neptune
Jupiter is a gas Neptune is the
giant and the farthest planet
biggest planet from the Sun

Venus Mars
Venus has a Despite being
beautiful name, red, Mars is a
but it’s hot cold place
 Restaurant Infographics

Wednesda
Monday Tuesday Thursday Friday Saturday Sunday
y

Breakfast

Lunch

Dinner

Number of 100-150 50-100 0-50

Customers:
 Restaurant Infographics

Mercury Saturn
Mercury is the closest Saturn is a gas giant
planet to the Sun and and has several rings.
the smallest one in the It's composed mostly
entire Solar System of hydrogen and helium
 Restaurant Infographics

25 % 75 %
Jupiter Neptune
Jupiter is a gas Neptune is the
giant and the farthest planet
biggest planet from the Sun

Venus
Venus has a beautiful name and is the second planet
from the Sun. It’s terribly hot, even hotter than Mercury,
and its atmosphere is extremely poisonous
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