sop manual food & beverage department

SOP MANUAL

FOOD & BEVERAGE

DEPARTMENT

The General Manager

Approval

Chef Martin Z’Graggen – March 2004

Moevenpick Hotel Bur Dubai March 2004 Page -2-

CONTENTS

1. INTRODUCTION p. 3

2. CODE OF CONDUCT p. 5

3. WORKING RULES p. 6

4. RELATIONS WITH OTHER DEPARTMENTS p. 7

5. 55 WAYS TO EMPTY A RESTAURANT p. 9

6. SERVICE CHECK-LIST p. 10

6.1 Before the service p. 10

6.2 During the service p. 11

6.3 After the service p. 11

7. FLOOR PLANS AND OUTLET CAPACITIES p. 12

8. TASK INDEX & TASKS p. 14

GENERAL FB OPERATION p. 15-59

BANQUET OPERATIONS p. 60-66

ROOM SERVICE OPERATION p. 67-110

All OUTLETS p. 111-132

9. TRAINING p. 133-135


1. INTRODUCTION

The Food and Beverage Department is one of the hardest and most difficult departments within the Hotel

in which to work.

We are facing guests everyday. We are not only just serving guests food but we work under the

conditions of our guests moods, their tastes, expectations, likes and dislikes. We are continuously “open

prey” for the customer’s praise or criticism.

The ONLY way in which we can effectively please a guest is by TEAMWORK, thus giving good

service hospitality. We can not give good service hospitality without TEAMWORK. TEAMWORK is

to enjoy WORKING TOGETHER.

Our ATTITUDE whilst we work is also extremely important. Our guests view our attitude while we

work. They see this in the way we take an order, stand and/or carry ourselves.

We must show PRIDE in who we are and what we do. This is the Oberoi, Bali, be proud to be part of

the TEAM. If we have PRIDE we can do a GOOD JOB, WE CARE!

QUALITY of work is also important. Sometimes it is necessary for us to go out of our way for one of

our guests and co-workers alike. When we go out of our way for someone else we are showing GOOD

QUALITY of work.

CONSISTENCY – Everything from our tables, table settings, the way food is prepared and presented

should be done in one set manner. For example: if a guest orders a Bloody Mary one day and it has a

garnish of a celery stick and lime, the next day he orders a Bloody Mary and gets it without celery or

lemon garnish then the standard is inconsistent. This is a very important factor as consistency helps

eliminate any unnecessary guest complaints.

CONSTRUCTIVE CRITICISM – We in all of our jobs should always be open to improvement. There

is not one single job that cannot be improved upon, all the way from the top of the chain of command to

the bottom. Thus it is important for all of us to be open to suggestions that the guests and management

may give.

If it is requested that something should be done or changed, there should not be any arguments or

excuses. The request should be done, and then if later the employee has any gripes or suggestions or

feedback he can come to the management and talk them over. Sometimes excuses and disagreements

take more time than the initial request. So we do the job first and then discuss later.

In summary, we must remember that our first goal and priority is our guest’s satisfaction. We must work

together, take pride in what we do and be willing to accept changes that assist us in our goal for better

guest satisfaction.

WE CAN ONLY ACCOMPLISH THIS IF WE WORK TOGETHER AS A TEAM.

WE SHOULD ALL STRIVE FOR PROFESSIONALISM.


Remember that people who put extra effort into their job obtain success in any profession.

Be proud of being in the hotel business

The training and experience you will gain in dealing with people is priceless

Please remember that correct serving hospitality is a part of gracious living

Remembering that your restaurants are the guest’s dining room away from home this should

constantly influence your attitude at work.

The hotel will be judged upon the food and service provided in the restaurants.

TO LOOK IS ONE THING

TO SEE WHAT YOU LOOK AT IS ANOTHER

TO UNDERSTAND WHAT YOU SEE IS A THIRD

TO LEARN FROM WHAT YOU SEE AND UNDERSTAND IT

IS STILL SOMETHING ELSE

BUT TO ACT ON WHAT YOU LEARN IS ALL THAT REALLY MATTERS

“ACTIONS SPEAK LOUDER THAN WORDS”


2. CODE OF CONDUCT

The Moevenpick Hotel Bur Dubai recognizes that our employees are co-operative and conscientious.

As is often true in any large family, organization or community, it is necessary to establish rules and

regulations which, in our case, serve as guide in our relationship with each other, with Management,

and most importantly, with our Guests.

It is important that you observe these rules in your everyday work to assure a pleasant, friendly work

environment, as well as a safe, efficient and successful operation of the hotel which is to our mutual

benefit, yours as well as the Hotel's.

Following the code of conduct requires only:

* GOOD MANNERS

* COURTESY and

* COMMON SENSE

Each employee is required to be familiar with the code of conduct as stated here, as well as with any

Departmental Rules that may apply to particular jobs or operations, including those regarding safety and

security. Failure to do so may subject an employee to disciplinary action, which shall be based on the

severity of the offence and the employee's prior work record. It is our sincere hope that such disciplinary

action will not be necessary, for it can be avoided by simply observing these rules and regulations.

Note: Where the term department head or management is used, their authorized representative would be

acceptable. The terms, hotel or company are used interchangeably. Also, The Oberoi Bali reserves the

right to add or amend these rules as necessary.

2.1 Shared values – The Moevenpick Bur Dubai

All staff are requested to effectively adhere the following code of conduct at all times:

CONDUCT Which is of highest ethical standards - intellectual, financial & moral.

CONDUCT Which builds and maintains Team work, with mutual trust as the basis of all working

relationship.

CONDUCT Which puts the customer first, the company second and self last.

CONDUCT Which exemplifies care for the customer through anticipation of need, attention to

detail, excellence and style and respect for privacy along with warmth and concern.

CONDUCT Which demonstrates that people are our key asset, through respect for every employee,

and leading from the front regarding performance achievement as well as individual

development.

CONDUCT Which at all times safeguards the safety, security, health and environment of customers,

employees and the assets of the company.

CONDUCT Which eschews the short - term quick - fix for the long term establishment of healthy

precedent.


3. WORK RULES

3.1 General

1. Please be prompt when reporting for work. If late, notify your Department Head as soon as

possible so he can plan accordingly.

2 If you are to be absent from work for any reason, it is necessary for you to inform your

Department Head as soon as possible before your shift begins and state the reason, and the date

of your expected return. If your supervisor is not available, contact any other management

personnel from your Department or the Assistant Manager on Duty. Prompt and proper

notification is your responsibility and should not be entrusted to a fellow employee.

3. Illness (See Handbook)

4. If you desire to be excused from work, a valid reason and prior approval of your Department

Head is necessary.

5. You are expected to be on the job at starting time and leave at finishing time. Meal and rest

periods (where applicable) should also be followed as scheduled.

6. Punch "in" and "out" (See Handbook).

7. On the Hotel premises (See Handbook)

8. Employees, except as otherwise authorized, must enter and leave the Hotel via the time keeping

station staff entrance.

9 Employees must confine their presence in the Hotel to the area of their job assignment. It is not

permissible to roam the House at will or to visit other parts of the Hotel without permission

from the Department Heads concerned.

10. Employees are not allowed to patronize restaurants and bars, as well as other public facilities of

the Hotel during their off duty hours except with the advance permission of the General

Manager or his authorized representative.

11. Friends and relatives are not allowed to visit you during working hours. Similarly, please refrain

from doing personal business during company time.

12. Cheerful co-operation on the part of each and every employee is a necessity in rendering

friendly service and in extending friendly hospitality. Remember that our chief purpose must

always be to give the finest service hospitality for a better hotel, which protects our future by

bringing in more business. Be courteous and respectful at all times. Such courtesy is expected of

you and may prove rewarding to you in many ways.

1 3. Except for emergencies and where management has granted advance approval, employees are


not permitted to use the public Rest Rooms. There are facilities in the hotel for the use of

Employees.

14. Because English is the language spoken most frequently by guests and Employees, English

should be practiced on the job and on company premises. The intent of this ruling is not to

discourage employment of non-English speaking persons, but to avoid misunderstandings and

foster friendly relations between employees and guests.

Exception

If a guest initiates conversation in Indonesian the employee should oblige in kind whenever possible. At

the discretion of the Department Head or representative of management, the native language of the

employee may be used for specific training or instructional purposes.

4. RELATIONS WITH OTHER DEPARTMENTS

Without the help of the other departments in the hotel, we will not be able to achieve our goals and

collect our rewards. So we will have "good relations" with our fellow employees of other departments.

"Where would we be without?"

1. Housekeeping

a) For our restaurant, bar and banquet linen (free of spots & holes).

b) For dirty trays that Room Service forget to pick up.

c) Our crispy uniforms well laundered which makes us look smart.

d) To wipe, polish, dust all of our outlets.

2. Engineering

a) Who patiently takes care of our carelessness (broken tables, paint, trolleys, etc. fix the bar

dispensers...)

b) To make sure that water, gas, electricity is always available to meet our needs for cooking and

service.

3. Purchasing

a) Who everyday try to buy the best food, to please our customers.

b) To cover up our mistakes, " We forgot to order ..." and rush around so we can look good.

4. Storeroom

a) The staff who makes sure everything is ready for us in time so we can cook, or get equipment to

service our guests.

5. Accounting

a) Who supply us with smart Cashiers who can give us the right change when needed.

b) Help us to buy equipment and supplies so we can work efficiently.

c) Who control our needs and keep us in line.

d) With the F&B Controller, who helps us to make profits, with their guidelines.


6. Human Resources

a) Who help us to solve our problems when we are absent and "off duty".

b) Who help us with guidelines: "How to be a better employee," etc.

c) Who train and develop us to improve ourselves and make us more professional.

7. Security

a) The people who look after our property when we are absent and "off duty".

8. Sales Marketing & Public Relations

a) Thanks to them all, who are working very hard at booking people in our hotel so our occupancy

always stays high and also promotes our property, including our F&B outlets, so we can be

successful and keep our positions.

11

REMEMBER"

"WE CANNOT DO IT ALL ALONE"


5. 55 WAYS TO EMPTY A RESTAURANT

1. Grouchy greetings or none at all

2. Letting ladies seat themselves

3. Improperly set tables

4. Empty salt and pepper shakers

5. Empty sugar bowls

6. Guest having to ask for silverware

7. Service from wrong side

8. Reaching in front of guest

9. Not saying, "Excuse me, sir or madam" (when interrupting the guest)

10. Dirty or bent silverware

11. Chipped glasses or china

12. Coffee spilled in the saucer

13. Finger marks on plates or glasses

14. Carrying side towel over shoulder

15. Touching the mouth or nose with fingers

16. Being too familiar

17. Waiters/Waitresses standing in groups

18. Loud talking or arguments

19. Clattering of dishes

20. Littered floor

21. Forgetting items (sauces, garnishes, etc.)

22. Empty water glasses

23. Glasses too full

24. Empty bread trays, no butter

25. Dirty ashtrays

26. Reprimanding Waiters/Waitresses in the presence of guests

27. Thumb on plates

28. Holes or stained linen

29. Not giving guest a new napkin when his/her drops on the floor

30. Forgetting specific instructions such as, "no gravy", "no potatoes", "no sauce", "no lemon peel"

31. Rushing guests when they are not in a hurry

32. Forgetting guests' orders

33. Not presenting a menu when suggesting a dessert

34. Cold plates for hot food

35. Hot plates for cold food

36. Scraping crumbs on to the floor

37. Spilling things on the table

38. Touching food with hands

39. Removing plates before all guests are finished

40. Not removing dishes when guests are finished

41. Guests having to ask for more coffee

42. Dirty side tables

43. Ignoring guests on another Waiter's station when called

44. Asking the guest to pay the check/bill so the Waiter can go home 45. Making guests wait for the check/bill

46. Placing check/bill face up on the table

47. Not thanking the guest

48. Questioning size of tip

49. Forgetting to assist guests when leaving

50. Not saying "Goodbye"

51. Counting tips in the dining room

52. Dirty fingernails and hands

53. Sloppy uniform and shoes

54. Body odor, bad breath, too much make-up, and too much jewelry


55. Untidy hair and unshaven

6. SERVICE CHECK – LIST

6.1 Before the service

Table setting

- Clean and neatly set cutlery

- Water Glasses

- Clean table cloth

- Molleton

- Ashtray or non-smoking sign

- Salt and Pepper mills

- Flower dulang Buffet setting

- Name tag

- Hot chafing dishes

- Enough plates, soup cup and soup saucer

- Soup spoon

- Service spoon on B & B plate

- Decorations Pantry setting

- Enough coffee pots, tea pots, milk jar, and

butter dishes - All the condiments; fish sauce, ketchup,

mustard, etc. - Sugar prepared in the container - Enough coffee cups and saucers - Butter kept in the fridge - Enough bread rolls - Clean and tidy

General setting

- All the lights are working - In-house music - All the windows are cleaned - All the tables are nicely placed - Clean and tidy

6.2 During the service

Make sure the all the guest has enough to drink at all time

For second seating, make sure the table is fully reset before guest arrives at the table

Ashtrays are to be change after the first cigarette

Ladies are always served first

Guests are always greeted with smile when arriving and leaving the restaurant

When serving, name the dish to the guest and wish them to enjoy

Always keep a clean and tidy working environment

Minimise the social talk with co-employee

Always check that the bill was properly signed

When taking change from the cashier, count it before leaving the cashier area to avoid any mistake

Always repeat the guest order

Change the service spoon and the side plates at the buffet from time to time at the buffet

Check if there are enough plates and soup cups

Check the chafing dish for its temperature. Always be alert to guest's needs


6.3 After the service

• Table setting

- All fully re-set for next service.

- Chairs are properly in line with tables

- No bread crumbs on the tables or the chairs

• Buffet setting

- All the chafing dishes are removed - Clean and tidy - All the name tags are removed - No unnecessary equipment is left behind

• Pantry

- All the food items are kept in the fridge - All the equipment is in order - Coffee machine and bread warmers are off - All the fridge's are locked up - Clean and tidy

• General setting

- All the lights are off - Clean and tidy - Lock all possible areas

7. CAPACITIES and Opening Times IN OUTLETS/FLOOR PLAN for BANQUETTING

IN HOUSE OUTLETS

OUTLETS CAPACITY BREAKFAST LUNCH

DINNER

The Fountain Brasserie 24 Hours 78 06:00-10:30 12:00-15:00 18:00-22:30

Room service 24 Hours 232 rooms - - -

La Veranda (Italian Fine dining) 60 - 12:00-15:00 19:00-23:30

Somerset’s (Pub/Sports bar)

Café Espresso-Delicatessen

Rooftop

Executive Lounge 24 Hours

82

27

150

40

-

08:00

10:00

06:00-10:30

12:00-15:00 18:00-02:00

23:00

21:00

18:00-20:00

FRANCHISED OUTLETS

OUTLETS CAPACITY BREAKFAST LUNCH DINNER

Fakhreldine (Lebanese)

Shisha Garden

Jimmy Dix (Night Club)

180

100

150

-

-

-

12:00-16:00

-

12:00-15:00

20:00-03:00

19:00-03:00

18:00-03:00




8. TASK INDEX

1. Maintaining a professional appearance

2. Communicating during service

3. Preparing and serving cold towels to the guests

4. Folding napkins

5. Handling of flatware and chinaware in the restaurant

6. Handling & polishing glassware

7. Refilling of salt and pepper mills

8. Refilling the sugar bowls

9. Setting up the service station

10. Handling light/small/medium and large trays

11. Loading and unloading trays

12. Greeting the guests to the restaurant and escorting them to their table

13. Seating the guests

14. Breaking the napkin for the guest

15. Offering a pre-meal drink – aperitif

16. Adjusting the table for the correct number of guests

17. Presenting the menus

18. Service of pre-meal drinks

19. Serving water

20. Taking the food order

21. Bread roll service

22. Setting up the cutlery in accordance to the order

23. Preparing red, white, rose and sparkling wine

24. Presenting & opening red, white and rose wines

25. Opening champagne

26. Pouring wine

27. Assembling and picking up food orders

28. Serving food orders

29. Serving sherbets

30. Clearing of tables

31. Crumbing the table

32. Taking and serving dessert orders

33. Offering tea or coffee at the end of the meal

34. Serving plunger coffee

35. Serving complimentary cookies / petit fours

36. Presenting the bill

37. Thanking the guest

38. Presenting cigarettes

39. Lighting cigarettes for the guests

40. Changing of ashtray

41. Preventing an accident

42. Suggestive selling

43. Banquet Operations

STANDARD OPERATING PROCEDURE


DEPARTMENT FOOD & BEVERAGE ISSUE DATE

PREPARED BY F & B MANAGER GM APPROVAL

TASK Maintaining a professional appearance

STANDARD

All guests should see well groomed staff with very smart appearance, smiling faces and receptive

manner at all times

CLEANLINESS OF THE BODY

1. Take a bath frequently especially before reporting for duty

2. Apply deodorant or body talcum

3. Avoid using too much perfume

POSTURE

1. Always hold the body erect, with straight head and shoulders

2. Do not run or lean on pillars, chairs, tables, walls or service station

3. Stand at assigned station in an attentive and receptive manner

SKIN

1. Keep it clean and clear, wash often, drink plenty of water and obtain adequate sleep and exercise

2. If it is too dry apply moisturiser

HANDS AND NAILS

1. Wash hands after leaving the toilet and washroom

2. Keep finger nails short and clean at all times

3. Do not wear any nail polish

4. Do not bite nails instead use a nail clipper

TEETH

1. Brush teeth after all meals and rinse the mouth constantly

2. If wearing dentures, remember to have them on when on duty

FEET

1. Keep your feet clean and toenails trimmed

2. Foot powder is recommended if the feet smell

3. For extreme cases consult physician

FOOTWEAR


1. Wear footwear provided by the hotel only

2. Sandals should be of correct size

3. All sandal straps should be buckled

UNIFORMS

1. Wear only clean well pressed uniform that are free of stains

2. The uniform should be well fitted

3. Always wear name tags on duty

4. Exchange uniform as per the hotel policy

5. All headgear / sashes / pleats of the uniform should be well worn

JEWELLERY

1. Avoid wearing excessive jewellery whilst on duty

2. Only wedding band, engagement ring or watch is recommended

3. No ear studs for males

4. No bracelets

HAIR

Male

1. Keep hair short, neat and well combed and free from dandruff

2. Hair length must be at least one inch away from shirt collar

3. Shampoo hair frequently and do not overuse hair cream, spray, gel, mousse

4. Beards are not permitted unless with the consent from the personnel dept due to religious reasons

5. Moustache if kept, must be neat & well trimmed

6. Always clean shaven when on duty

Female

1. Long hair must be tied up at all times

2. Bleaching and dying of hair is not permitted

3. Only black hair bands are allowed to keep hair from falling on the face

QUESTIONS

Why do you have to be well groomed in front of the customers?

Why should you only wear footwear approved by the hotel?





TASK Communicating during service

STANDARD

All service staff will know the principles of communication during service. these principles are

followed to ensure guest satisfaction and efficient flow of service

PROCEDURE

When communicating with anyone during service be brief and to the point. Do not ramble

If guests ask for anything whether it is related to F&B or not, you should never say: “that’s not my

job“ or “Please check with the GRE for what tours we have”. You should be able to answer, if you

do not know say “I will find out for you, Sir“

If a guest asks for a dish which is not in the menu say “Sir, can I check with the Chef and let you

know?”

Never say “I am sorry I cannot help you“ offer suggestions and alternatives

Do not stand in groups and discuss in the restaurant

Check your body language whilst in the restaurant. No pointing fingers or awkward gestures

When communicating with the chefs give clear instructions and speak with respect

Remember even though the doors to the pantry & kitchen are closed the voice carry to the

restaurant, so do not speak with loud voices / yelling / shouting

Treat the kitchen stewards with respect, no throwing of cutlery / crockery / dishes for wash up and

again no shouting

During busy times there should be no gossiping or useless chatter. Guest and work related issues

should only be discussed

During service follow instructions given by the Restaurant Manager or F&B Manager. If you do not

understand than ask questions, but never say “yes” if you have not understood them

Be open minded and willing to listen and consider suggestions and ideas from others

While communicating with the guest if you do not understand what they have said do not feel

ashamed to say. “ I am sorry sir / madam I cannot understand could you kindly repeat”. If you still do

not understand then say “I am sorry sir can I call my manager”

Do not talk negatively about your hotel / your colleagues / managers to others

If you make mistakes than don’t try to hide them for the fear of reprimand, owe up to them. sooner

or later your mistakes will be known

Work together as a team, if you are not busy then help your colleagues who are

Show patience if the bar and kitchen are busy and tempers are flying high

Always attend the briefing , take notes and ask questions

Do not listen to customer ‘s personal conversation unless necessary

Do not eat, drink, smoke, chew gum in the restaurant

Do not read newspapers/magazines or sing song/hum and whistle in the restaurant





TASK Preparing & serving cold towels to the guest.

STANDARD

Appropriate amount of cold towels to be prepared at the beginning of each meal period

Fresh cold towels to be offered to the guest as soon as they are seated.

PROCEDURE

Preparation

Cold towels will be exchanged from the laundry every day

Ensure hands are washed & clean before preparing them

The cold towels will be soaked in chilled water to which eau de cologne is added

Excess water will be squeezed off & towels rolled and neatly placed in a tray

The tray will be placed in the refrigerator in the service bar

Service

Guest will be offered cold towel only during lunch & dinner service

Guest will be offered cold towels when they are seated before their meal.

Guest will be offered cold towels in a basket placed on a service salver

Service will be from their right, ladies first with the help of tongs

After offering the cold towel, the empty basket will be placed on the right side of the guest where

he/she will later put his/her used towel

Timely clearance of the cold towel is of utmost importance

Questions

Why do we offer cold towels to the guests?

Why do we have to perfume the cold towels before serving them?





TASK Folding napkins

STANDARD

Guest always sees clean, fresh table napkin placed in front of him before every meal which is folded

as per our standard

PROCEDURE

Breakfast & Lunch Fold

Bishops Hat

Room Service Fold

Simple wave

Amphitheatre Fold

Bishops Hat

Kura Kura Dinner Fold

Various folds changed daily and never Bishops Hat

Napkin Fold for Bread Basket

Napkin folded in half

Wine Bottle fold

Napkin folded 3 times inwards

Service Napkin Fold

Normal napkin folded 4 times inwards

Beverage Napkin Fold

Cocktail napkin folded diagonally in half





TASK Handling of flatware and chinaware in the restaurant

STANDARD

Waiters will be able to properly handle flatware and chinaware for service in the dining room.

Flatware and chinaware placed on the tables should be spotless with no fingerprints on them.

Use only a clean cloth when polishing the flatware

PROCEDURE

If flatware or chinaware has water spots or fingerprint smudges, wipe them with a clean bussing

cloth before service, all flatware and chinaware should be checked during mise-en-place

If the flatware or chinaware is dirty, i.e. stained with leftover food return to dishwasher for washing

If flatware is bent or damaged, or chipped remove immediately and bring to management’s attention

Do not handle food contact surface. When placing flatware on a table, hold flatware on the side of

the handle. Carry with thumb and index finger

Clean flatware is carried to a table on service plate with napkin on a tray

Clean chinaware is carried to a table on a tray or in the hand

QUESTIONS

Why do we need to polish the flatware and chinaware?

What should we do for the tarnished or bent flatware?

Why does the cleaning cloth have to be clean?

Why should you dispose of chipped chinaware?

STANDARDS OPERATING PROCEDURES




TASK Handling and polishing glassware

STANDARD

Waiters will be able to properly handle glassware for service in the dining room.

Glassware placed on the tables should be spotless with no fingerprints on them.

Use only a clean cloth when polishing the flatware

Handle stemmed glasses by the stem and highballs by the base of the glass

PROCEDURE

Transporting and carrying of glassware

Always use a tray when transporting both clean and dirty glassware

When picking up glasses NEVER pick them up by putting your fingers in the glass. Always use the

stem or base of the glass when picking it up. Even dirty glassware

In stewarding clean and sort the glasses by dumping out the ice and left over beverage, separate the

stirs for re-use and then put them into the divider racks to avoid breakage’s

After having passed through the dishwasher take the rack out of the machine and pick up the glasses

by holding them by the stem to avoid fingerprints

Polishing of glassware

Take a glass cloth. Get the glass cloth from the linen room, make sure that it is clean, spotless and

well pressed.

Look carefully for cracks or chips if this is the case dispose of the glass in the breakage box.

To handle the glass cloth place it in the left hand and then place the glass on the cloth.

Polish the glass using the other edge of the cloth, insert it into the glass. Hold the glass securely but

not to tight. Turn the bottom of the glass anticlockwise with your left hand whilst polishing

clockwise with your right hand.

Keep the clean glass in the glass rack or on a shelf upside down according to the size and kind of the

glass

NOTE

Once the glassware has been polished handle minimally, hands contain oil that will smudge the glass

Check the glassware for lint, fingerprints, spots, food or other faults

Glassware with left over food are returned for washing

Use a clean sanitary cloth for polishing

Hold the glass by the stem or lower made section of the straight glasses, do not hold glassware by the

rim

Check for chipped and cracked glassware and immediately discard them in the breakage box





TASK Refilling of salt and pepper mills

STANDARD

All guest should receive a set of fully refilled salt and pepper mills to avoid having to ask for them

The mills should be placed on the table before the service commences and removed once the main-

course or cheese have been served

When placed on the tables they should be spotless, filled and in proper working order

PROCEDURE

Unscrew the top of both salt and pepper mills

Use a dry spoon and a container so as not to spill all over the place

Salt and pepper mills MUST be stored in a dry area

Wipe loose salt and pepper from the mills

Replace the top on the mills and arrange on the tables

QUESTIONS

Why do the salt and pepper mills need to be stored in a dry area?

Why should you use a dry spoon and a container?

Why should we place salt and pepper mills on the tables?




TASK Refilling the sugar bowls


STANDARD

To ensure that the sugar bowl is refilled using a standard format for all outlets.

The sugar bowls should be refilled every day during mise-en-place so as to avoid unnecessary

running around during service

PROCEDURE

Before filling the sugar bowls check that they are clean, inside and out, if they are not clean return

them to stewarding

Fill bowl with packs of sugar as described below:

regular sugar 4 packs

brown sugar 4 packs

sweetener 2 packs

Check sugar bowls after every order to ensure that they are properly filled and with the correct

amount of sachets

QUESTIONS

Why do we need to check whether the sugar bowl is clean or not?

Who fills the sugar bowl and when?




TASK Setting up the service station


STANDARD

All side stations/service stations should be clean and fully equipped to avoid unnecessary running

around during service hours looking for things.

PROCEDURE

Clean the service stations by

Wiping it with a damp cloth

Remove any dirty or damaged equipment

Clean drawers and condiment containers

Neatly organise all compartments

Stock side board / pantry

Refill all equipment and store items checking for expiry dates

NOTE

All side stations / stands to be ready 15 minutes prior to service.

They should be clean, well equipped and ready for service

QUESTIONS

Why do side stations need to be ready 15 minutes prior to service?

Why should we clean the side station and have it refilled with equipment and store items?

What is the side station used for?




TASK Handling light / small / medium and large trays


STANDARD

All waiters will carry trays in a professional and safe manner

PROCEDURE

Knowing how to carry a small to medium tray

Pick up the service tray & use left hand to carry the tray. This is for your convenience as you will be

using your right hand to serve

Place tray on left palm. Palm should be opened wide to support the base of the tray & maintain

steadiness

Carry tray at around at waist level & the palm level must be lower than the arm as this will help

support the base of the tray and maintain steadiness

Keep body straight & walk firmly with confidence

Carry & transfer everything with the tray

Knowing how to carry a large tray

Slide the tray out from the counter and place your left hand under the tray

The palm of the hand should be under the heaviest part for stability

Bend carefully at the knees and lift, taking the strain on your legs to avoid back injury

Do not lift with your back or arms as you slide the tray onto your palm as the items on it might fall

over

Hold the upper arm and elbow close to the body

Carry the tray using left hand

While manoeuvring through a crowd, guard the tray with your right hand

QUESTIONS

When do we use a large tray?

When do we use a small or medium tray?

How should we carry a food tray?

Why do we need to know how to correctly carry a food tray?




TASK Loading and unloading trays

STANDARD


All waiters will be able to properly load and unload a tray. Trays are loaded with concern for safety

, organisation and balance

PROCEDURE

Stack plates according to size

Cups do not remain on saucers for this will take up too much room on the tray

Plates with food should not be piled on top of each other, rather use plate for scraps

Heaviest dishes are laid where the weight should be closest to the shoulder

Glasses are loaded on a separate tray than chinaware

RULES

Use a tray with a non-skid surface or have a tray cover

Place heavy items in the centre of the tray. Balance heavy items on tray from centre to shoulders

where appropriate

Liquid containers such as water jugs should be placed towards the centre of the tray

Do not allow anything to project over the edge where it can be easily jarred

Common china such as coffee mugs, may be stacked together

Do not over stack or over fill a tray. Get help or make two trips

UNLOADING

Bend down at the knees and slide the tray onto the counter in stewarding or where ever it is

Scrape garbage into the garbage bin, be careful not to drop cutlery into the bin

Plates, saucers, glasses, flatware are placed in their designated areas.

Rinse and wipe the tray thoroughly and replace the underliner

Treat stewards with respect

QUESTIONS

Why do we need to treat stewards with respect?

When do we use a cocktail tray?

Why should we not overload the trays?

Why is it easier to use a tray when transporting food?




TASK Greeting the guests in the restaurant and escorting them to their table

STANDARD GREETING


Every guest will be greeted on arrival at the restaurant door & shown to a suitable table with

minimum delay

PROCEDURE

Guest will be approached by the Hostess or the staff member closest to the entrance

When greeting a guest stand straight and establish eye contact

The guest should receive a friendly and cheerful smile and a genuine greeting (use the Balinese

greeting with both hands clasped in front of your chest and bow slightly)

Greet the guest by saying “Good Morning/Afternoon/Evening, Sir or Madam (if you know the name

of the guest use it) welcome to the Kura Kura restaurant?

QUESTIONS

Why should we greet the guest with a smile?

Why should we greet the guest in the Balinese way?

ESCORTING STANDARD

With eye contact and a smile lead the guest to his/her table with phrases such as:

“Please come this way Mr/Mrs........”

“May I escort you to your table Mr/Mrs........?”

The Waiter/Hostess will lead the guests to the table using the most direct available route

The Waiter/Hostess will never be more than 3 feet ahead of the guests

The Waiter/Hostess will verbally interact with the guest using name whenever possible

QUESTIONS

Why do we need to lead/escort the guest to the table?

Why should you never walk more than 3 feet in front of the guest?




TASK Seating the guest

STANDARD

Every guest will be seated at a suitable table with minimum of delay or inconvenience to him/her.


PROCEDURE

Every guest will be accompanied to the table

Stand 9” - 12” behind guest’s chair

Keep left leg behind and right leg forward touching the chairs back with right knee (distance

between both the feet should be of the length of one shoe )

Hold the chair with both hands from the side of the back

Lift the chair 1” - 1.5” from the ground and pull back. Let the guest go in

As the guest is sitting, move the chair forward till it is comfortable for the guest and rest the chair on

the floor

All ladies will be assisted in the seating procedure and age before beauty applies

Staff of adjoining stations will assist with seating procedure if required and if practicable

QUESTIONS

Why should we help the guest with sitting down?

Why should we lift the chair?




TASK Breaking the napkin for the guest

STANDARD

Every guest will have his or her napkin placed on their lap in an efficient & unobtrusive manner by

the waiter who escorts them to the table


PROCEDURE

Once all guests are seated comfortably the napkin breaking will start

The procedure will start with a lady if there is one & move in clockwise direction around the table

From the right hand side of the guest the napkin is removed from the place setting

Napkin is unfolded alongside the guest & formed into a large triangular shape

Excuse the guest and place the napkin across the guest lap, the long side of the triangle towards the

guest

Repeat for each guest in turn.

At the same time turn over the water glass

QUESTIONS

Why should we help the guest breaking the napkin?

Why do we have to turn the water glass over?




TASK Offering a pre-meal drink

STANDARD

Every guest will be offered a pre-meal drink as soon as seating and napkin procedure is completed


PROCEDURE

Once all guests have their napkins placed on their lap, the waiter will offer pre-meal drink

Always offer a choice of 3 drinks, 1 non alcoholic, 1 cocktail, 1 beer or wine. This will help the

guest in his choice of beverage. If he/she desires to have a look at the beverage list please leave him

for a while and return when he puts the list down

It is important that you know the beverages you are suggesting as the guest will surely ask you

questions about them so study your beverage list

When presenting a beverage list keep the following points in mind:

Open it up for the guest as it is simple courtesy

Be sure that the beverage list you are presenting is clean and in top condition, there is

nothing worse than dirty menus and beverages lists

Once the order is taken present it to the service bar and “fire” it into the Micros

QUESTIONS

Why do we offer pre-meal drinks?

Why should you know your beverage list?

Why should we present a clean and opened beverage list?




TASK Adjusting the table for the correct number of covers

STANDARD

One guest, one full set up of eating utensils and glassware. All extras to be removed or if missing

replaced immediately.


PROCEDURE

Check the number of persons for the table

Use a tray and clear the extra settings and the napkin

Clear settings from the right side

Remove place mats if any

If necessary adjust centre piece as to give more space for service

Always make the table look neat & attractive

QUESTIONS

Why do we have to adjust the covers on a table?

Why should we use a tray?

When should this procedure take place?




TASK Presenting the menus

STANDARD

Guest will be offered the menu as soon as the pre-meal drink is ordered

The menu should be clean, and presented open to the guest

Ladies first, age before beauty and the host last is basic courtesy


PROCEDURE

Guest will be offered the food menu after the pre dinner / lunch drink order is placed

Each guest will be presented with one menu from their right side ladies first

The menu will be presented by opening it & holding it from the top in the centre facing the guest

After presenting the menu the guest will be left alone for some time to read it

Observe the guest’s body language to see whether they are ready to place the order e.g. A guest who

has decided on what to order may close the menu & place it on the table

NOTE

Always suggest the specials available in the restaurant such as the set menu or Rijsttafel

If the guest is indecisive guide him through the menu by asking what kind of meat or fish he/she

would like

Do NOT forget to ask the guest if he/she would like a starter or a side dish

NEVER take the order for the dessert during the first order unless specified by the guest

QUESTIONS

Why does the menu have to be clean when presented?

Why should we ask the guest if he/she would like a starter or side dish?

How can we tell when is the guest ready to order?




TASK Service of pre-meal drinks

STANDARD

All drinks ordered by the guest will be served promptly & accurately

PROCEDURE

Place the order & fire it into the Micros


Prepare the beverage tray with the under-liner at the bar

Arrange the drinks & glassware on the tray & double check the order for accuracy (all drinks opened

at the bar). However, bottles should still have their capsules attached to the bottle

Carry the tray into the restaurant and to the table at waist level

Serving ladies first place the coaster (if used) above the knife & place the glass on it (if wine glasses

are placed on the table put the coaster below the white wine glass)

Take the bottle in your right hand with the label clearly showing to the guest

Pour the soft drink / beer / mixer / water into the glass on the table so that the flow is directed to the

inside opposite edge of the glass. If serving beer pour slowly so that a head can form

If the bottle / can still contains some beer / soft drink/ water, place it on the table to the right of the

glass with a second coaster underneath (label facing the guest)

QUESTIONS

Why should we carry the tray at waist level?

Why should you pour the beer / soft drink for the guest?

Why do you have to double-check the items on the tray before going in to the restaurant?

Why do we use coasters?




TASK Serving water

STANDARD

Guest will be offered water as soon as he/she is seated (Lunch & Dinner)

PROCEDURE

Water goblets will be placed as part of the cover

Guests will not be charged for local mineral water. Perrier & Evian is charged


The water goblet will be placed on the top of the joint knife on the right side

The water will be poured in the goblet until it is ¾ full

The waiter should be attentive during service to pour water into the goblet as needed.

Check during service if the guest wants more water.

QUESTIONS

Why should we try to sell Evian or Perrier water instead of using spring water or Aqua?

Where does the water goblet go on the table?

Why do we have to refill the water goblet during the meal of the customer?




TASK Taking the food order

STANDARD

Every guest will have his or her meal order taken accurately & at the appropriate time. The order

will be written legibly using common accepted abbreviation & delivered to the kitchen with

minimum delay

PROCEDURE


The waiter will approach the guest table with his waiters pad to write the order he may say, ‘sir /

ma’am are you ready to place the order ‘ or ‘ excuse me may I please take your order now’.

Remember how the menu is constructed i.e. the courses of your menu - appetisers, salads, main

course, extra side dishes. etc.

write in order of courses & after each course draw a line ( use commonly accepted abbreviation)

Against each menu items write the quantity & the seat number

Remember if the guest orders two appetisers & no main course ask which appetiser he / she would

like to have first

depending on guest preference salads can be served at the beginning, during, or after the main course

don’t forget to ask the guest the doneness of meat i.e. rare, medium, well done

Any special instructions by the guest about his food has to be written down eg. less spicy, no garlic,

extra sauce...

Explain any dish if the guest wants to know more about

If the guest cannot decide even after your suggestion the ask him, “ Sir shall I call the chef / manager

to help you with your order”

As the guest orders each dish repeat the dish name as you write, so that you don’t have to repeat the

whole order at the end

Thank the guest after taking down his order

Collect the menu from the guest

fire the order into the MICROS

QUESTIONS

Why do you have to write down the order?

Why do you have to repeat the order to the guest?

Why do you have to “fire” it in to the Micros system?

Why do you start with the ladies?




TASK Bread roll service

STANDARD

All guest will be served fresh rolls each time they order food from the menu

PROCEDURE

A variety of bread is immediately placed on the guest table after their food order is taken & their

table is set (in the evening the bread basket is accompanied with a dewi sri full of puff pastry sticks)


All breads will be served in a bread basket

Offer to serve the guest the first bread roll using a tong

Serve from the left side of the guest

Bread should be placed on the B&B plate and nowhere else

Remaining bread in the basket will be placed on the table in the centre or within the guest’s reach so

they can help themselves

Offer guest more bread if their bread basket looks empty

Each bread basket must be accompanied with butter in a butter dish

Bread basket & butter must be cleared away once the guest has finished his/her meal or if guest does

not require it anymore

QUESTIONS

Why do we have to serve butter with the bread?

Why do we serve bread and butter to the guest?

Why do we place the bread in a basket?




TASK Setting up the cutlery in accordance to the order

STANDARD

Waiters should always place cutlery correctly and neatly within two minutes of order taking

PROCEDURE

Change cutlery after order has been taken. Gather cutlery from the side station without creating

excessive noise

Place appropriate cutlery on a plate which has a under-liner (folded napkin) underneath


Place additional cutlery next to dinner knife and dinner fork

For steaks replace dinner knife with a steak knife

Replace knife and fork with appropriate cutlery if the guest has fish

Additional cutlery will be offered to the guest on request

NOTE

All silverware placed on the table should be spotless

QUESTIONS

Why do we have to change the cutlery for fish?

Why do we add cutlery before serving the dish?

If the guests are having continental menu which extra cutlery is needed?

Why do we replace the knife if the guest is having a steak?




TASK Preparing red, white, rose & sparkling wine orders

STANDARD

Red / white / rose / sparkling wine is prepared at the back and brought to the table within 5 minutes

of the order being taken and kept on the host’s right at all times

PROCEDURE

White / Rose / Sparkling wine

Place the wine bottle in the cooler and add ice to approx. 2/3 of the cooler


Add water to ice level

NOTE: in case of ½ bottle or less elevate bottle with a cereal bowl.

Place the napkin on the cooler and place cooler on the wine stand. If the wine stand is in use or not

available then place the cooler on an under plate with a napkin

Carry wine cooler with the stand into the restaurant and place it on the right hand side of the host

Turn bottle label facing the guest

Red wine

Will be brought to the guest in a rattan basket lined with a napkin.

QUESTIONS

Why do we have to place white, rose and sparkling wine in a wine cooler?

Why do we not place red wine in a wine cooler?

Why should the bottle be facing the guest and on his right side?




TASK Presenting & opening white, red and rose wines

STANDARD

All guest are presented with the right wine before being open with the label facing up and are

satisfied with it’s status, i.e. details on label and temperature

PROCEDURE

For white wine hold the napkin in your left hand ( napkin to be folded into four horizontally ) and

with your right hand lift the wine from the cooler

Let the bottle drain and then hold it on the flat of your left hand with the serviette underneath. Label

facing the guest


Present to the host and identify the wine verbally, mentioning the company, variety & vintage so that

host can confirm that the correct wine has been brought. - “ Excuse me sir, your ..........”

Wait for his / her acknowledgement. Upon confirming the order, take one step back and prepare to

open the wine bottle

Hold the bottle firmly in your left hand holding at a 45 degrees angle at waist height. Ensuring that

the label is facing the guest

With a ‘waiters friend’ in your right hand cut the foil with the blade just above the raised ridge about

5mm below the top of the bottle.( place the foil in your pocket or in the wine cooler)

Close the blade of the waiters friend and open the spiral (corkscrew)

Hold the neck of the bottle firmly in left hand, insert the sharp tip of the spiral into the centre of the

cork. Slowly turn the spiral into clockwise direction, keeping it in line with the core of the cork

Stop turning the spiral when the last turn of the spiral is still visible to prevent the spiral from

piercing the base of the cork

Tilt the arm of the ‘waiters friend’ so that the lever rests on the lip of the bottle. Hold the lever in

place using the side of your index finger. Now extract the cork by raising the opposite end of the

body of the waiters friend., exerting leverage on the lip of the bottle until the cork starts to bend

Now cease the lifting action and place your thumb and index finger at the base of the cork. Twist the

cork gently onto its side to remove it from the bottle. This technique will prevent the cork from

breaking and will allow the cork to be extracted without any distracting popping sound

Remove the cork from the spiral and return the ‘waiters friend’ into the pocket

After removing the cork, leave it on the table on a B&B plate for guest to nose (Do not ask).

NOTE

The same procedure will be followed for the opening of red wines except they will not be brought to

the guest on a wine cooler, they will be brought in a rattan basket lined with a napkin.




TASK Opening champagne

STANDARD

Sparkling wine will be opened at the guest table with style & without any spillage

PROCEDURE

Take the bottle firmly in your hand, holding it at a 45 degrees angle at waist height away from the

guest’s face the angle helps reduce the pressure on the cork

With your right hand locate the wire ring on the muselet ( muzzle or cage) and untwist it

Remove foil and cage, holding the cork in place with the thumb of your left hand as an extra

precaution

Take a service cloth in the palm of the right hand and with it cover and firmly hold the cork


Hold the base of the bottle with your left hand and twist it to loosen the cork. Ease the cork gently

out of the bottle into the palm of your right hand

Wipe the lip of the bottle with your service cloth

Hold the bottle in your right hand so that the label face the host, and pour about 30ml of wine into

the glass for approval

Alternatively the bottle may be held with the thumb in the punt with the fingers spread out to support

the body of the wine

QUESTIONS

Why should you place a thumb on the cork once the muselet has been removed?

Why should the label be facing the guest when you are pouring he champagne?

Why should you not make the cork “pop”?

What is the final step in opening the champagne bottle?




TASK Pouring wine

STANDARD

Guest can see wine label whilst being served and get ½ glass filled with red wine, 2/3rd

glass for

white wine / rose wine / champagne tulip. If champagne saucer is used then ½ cm from the rim

PROCEDURE

Wipe the lip of the bottle with the service cloth

The bottle is held firmly in the right hand with the label directed towards the guest. If white / rose /

champagne, then a napkin is collared around the bottle to prevent the wine from getting warm with

the heat of our hand

Pour about 30 ml. of wine into the hosts glass for approval. The wine should be poured into the

centre of the glass with the bottle held above not touching the glass, then twist & lift straight up


After the guest has approved the wine, fill the guests glasses starting with the guest immediately to

the left of the host moving clockwise round the table. If there is a lady then the lady first & then

move clockwise. Complete the service by serving the host last

When all the glasses have been filled, place the remaining white / rose / champagne on the side of

the table in a wine cooler. If red then leave the bottle in the rattan basket on the table.

Remove the B&B plate with the cork

Keep an eye on the guest’s glasses when they are only 1/3rd

, then top them up

When the bottle is empty, clear it away and ask the host whether they require another bottle of the

same wine or another one from the wine list

If the same wine ordered again then repeat the procedure without the tasting

If a new wine is ordered then change glasses

QUESTIONS

Why should you top up the glasses if they are almost empty?

Why should the bottle never touch the glass when you are pouring wine?

Why do you have to ask for the approval of the guest?

Why should you serve the ladies first?

Why should you wipe the lip of the bottle with a service cloth?




TASK Assembling and picking up food orders

STANDARD

Waiters should be able to completely assemble and pick up food orders in a systematic and an

organised manner with guest plates garnished attractively and accompanied with the proper

accompaniments and side dishes

PROCEDURE

The service at the table will be done simultaneously i.e. all persons should be served at the same

time

The waiter will check with the kitchen if the food is ready and ask his colleagues to help him to pick

up

Each waiter will pick up one main course for each guest (remembering his guest seating)

The food accompaniments will also be picked up for the courses


In case the restaurant is busy, then one waiter will serve all the guests at one table

All food to be picked up as soon it is ready, the food should not be kept standing on the pass for long

QUESTIONS

Why should the service be done simultaneously?

Why should you ask your colleagues to help you?

Why should the food be picked up as soon as possible once it is on the pass?




TASK Serving food orders

STANDARD

All guests should receive their food as soon as it is ready in the kitchen.

Guests should all be served at the same time, ladies first, age before beauty then men, last the host

PROCEDURE

Place the necessary cutlery before serving the food to the customer

Pick up the food from the kitchen

Serve the food from the guest’s right

Place the food in between the fork & knife and say “Here’s your ..... sir / madam”

Say “enjoy your appetiser’s, sherbet, main-course, dessert Mr/s …..”


QUESTIONS

Why do we have to serve all the guests at the same time?

Why should we inform the guest of the name of the dish?

Why do we serve the food from the right side of the guest?




TASK Serving Sherbets

STANDARD

Every guest will receive complimentary scoop of sherbet in between their starter and main-course if

they are having the continental menu

PROCEDURE

Take the food order

Enter clearly on the waiters check the number of sherbets required

Fire the order into micros & inform kitchen

Adjust covers by placing a tea spoon for each person entitled to a sherbet

Pick up the sherbets from the kitchen and serve simultaneously

Place in front of the guest by saying “ your sherbet sir/madam, with compliments of the chef ”


NOTE

All sherbets going out should be decorated with a orchid, the glass should be placed on a dessert

plate covered with a banana leaf

QUESTIONS

Why do we serve complimentary sherbets to our guests?

What is the decoration for the sherbets?

What is the cutlery needed to serve a sherbet?

When do we serve the complimentary sherbet?




TASK Clearing of tables

STANDARD

The soiled dishes of the guest is removed at an appropriate time after he and his guests have

completed their meal

PROCEDURE

For three or more guests the table will be cleared by two waiters

The guest will not be asked for permission to clear his plate

Check for yourself if the plate is empty with the cutlery on it

Body language & waiter observation indicates appropriate time for clearance

The waiter start from the opposite end of the table

The waiter whose table it is will clear the joint plate while the B&B plate, will be cleared by another

waiter


Both the waiters will start clearing the plate together synchronising their movements. Ladies will be

cleared first

The waiter clears the joint plates from the right & B&B plate from the left moving in a clockwise

direction

While clearing, the dirty food will not be scraped from one plate to another

The waiter clearing the B&B plate will also clear the salt & pepper mills

The salt & pepper mills will be carried in the right hand by holding it between the fingers

Once the table is cleared the waiter will crumb the table from the right & left side simultaneously for

each guest before offering the dessert menu

Clearing procedure is done in silence unless the waiter need to excuse himself, e.g. when a guest is

engaged in a conversation

IMPORTANT

Use the side station as load of station for all soiled crockery and cutlery it can be carried out later by

the trainee. If you are able to clear the table all in one go and you have other things to pickup in the

kitchen you can deliver it to the stewards straight away.

QUESTIONS

Why do we have to wait for everybody to finish before clearing the table?

Why do we use the side station as a load of point and when do we use it?

Why are we using trays when transporting crockery and cutlery?




TASK Crumbing the table

STANDARD

Guest will have a clean and tidy table after the main course

PROCEDURE

Make sure the side-plates, cruets, and other items no longer required have been removed

Hold a B&B plate on the flat of your left hand with your hand under the centre of the plate

Brush down from the guests left ( from where their side-plates were before they were cleared)

Hold the plate just under the edge of the table with your left hand

Brush the crumbs onto the plate using the folded service cloth held in your right hand

Do not flick the crumbs, just brush them steadily towards you with the folded service cloth

Move clockwise round the table crumbing each guest’s place as required, finishing with the host


NOTE

Before crumbing if you see any wet food like a sauce drop on the table, then carry a B&B knife

under the napkin and with the tip of the knife lift any food sticking on the table cloth.

QUESTIONS

Why do we have to crumb the table and when are we supposed to do it?

What do we do if there is food sticking to the table cloth?




TASK Taking & serving dessert orders

STANDARD

Guest receives the dessert ordered after he/ she has finished his / her main course Set the cover for

the dessert course

PROCEDURE

After the meal, crumb the table and present dessert menu, “This is our dessert menu”

Take dessert order & fire it into the micros

Set dessert spoon to the right & dessert fork to the left of each guest cover

Place dessert in front of the guest from his right side. Serve ladies first. Say “Here’s your.....Madam /

sir”


QUESTIONS

Why do you wait until after the main-course to ask if the guest if he/she would like to have dessert?

Why do you have to crumb the table before presenting the dessert menu?

What is the correct set-up of the cutlery for a normal dessert?




TASK Offering Tea or Coffee at the end of the meal

STANDARD

To offer the guests excellent coffee & tea, served according to international standards

PROCEDURE

Suggest Tea & coffee at the end of guest meal

Take order offering the choice we serve

Fire order into the micros

Prepare a clean & dry beverage tray with under liner

Place Teapot (small for one portion & large for two portion) along with under liner.

Place cold milk jug / creamer (small for one portion & large for two portion) with under liner, tea

cup, saucer, teaspoon, sugar pot, under liner, teaspoon and tea strainer if serving loose tea instead of

tea bags.


In the pantry prepare tea by first rinsing the tea pot with hot water, placing one tea bag per portion or

15 grams loose tea & the filling with hot water

Go to the guest table, place the tea cup, saucer & tea spoon on the top right side of the guest

Place the sugar pot/under liner/ tea spoon on the top centre of the table in front of the guest

Place the tea pot & under liner on the lower right of the tea cup & offer to pour.” May I pour the tea

for you Mr …….. / Mrs ………

Then place the cold milk jug with under liner on the upper right of the tea cup above the tea pot offer

to pour

Place the tea cup & saucer in front of the guest in the centre

Leave the table after saying “ please enjoy your tea Mr …. / Mrs ……..

NOTE

Guests who prefer light tea may ask for hot water , so serve in a hot water pot unless specified

If there are more than three persons ordering tea then service can be done in two trips.

In the first trip place all the teacups, saucers, teaspoons and the sugar pot, under-liner, teaspoon.

In the second trip get the tea & offer to pour.

For breakfast the teacup, saucer, teaspoon, sugar pot, under-liner & teaspoon will be a part of the

cover.

Service for filter coffee will also be the same except coffee will be served in a coffee pot and milk or

cream may be served as per the guests liking




TASK Serving plunger coffee

STANDARD

Guest will be served plunger coffee within 5 minutes of ordering

PROCEDURE

Take the order for plunger coffee on your waiters pad

For one guest use the small plunger

For two to three guests use the large plunger pot full of coffee

Go to Micros and “fire” in the order then prepare the coffee plunger, fill the water to the metal rim

Allow plunger coffee to stand for at least three minutes for it to brew well

Prepare a clean & dry beverage tray with under liner

Place plunger pot, cold milk jug/creamer, coffee cup, saucer, sugar pot, under liner, teaspoon

Go to the guest table, place the coffee cup, saucer & tea spoon on the top right side of guest


Place the sugar pot / under liner / tea spoon on the top centre of the table in front of the guest

Place the plunger pot on the lower right of the tea cup &ask the guest .” May I sir ma’am”... If the

guest says ‘yes’ then press the plunger & offer to pour, if not then let the guest press the plunger

Then place the cold milk jug on the upper right of the coffee cup above the plunger pot, offer to pour

Place the coffee cup & saucer in front of the guest in the centre i.e. if you have pressed the plunger

& poured the coffee

Leave the table after saying “ please enjoy your coffee sir ma’am”

QUESTIONS

Why should you let the coffee stand for at least 3 minutes?

Why should you “fire” the order into the Micros?

Why should the tray be clean and dry?

What are the things that accompany a coffee order?




TASK Serving complimentary cookies/petit fours

STANDARD

All guest receives complimentary petit fours / cookies as soon as coffee or tea is served at the end of

their meal

PROCEDURE

As soon as coffee is served pick up cookies / petit fours from the pantry / kitchen

Neatly arrange them on the B&B plate with a doily paper

Place them in the middle of guest table and say “ Sir / madam our petit fours / cookies”

Clear the B&B plate once the cookies / petit fours are over.

QUESTIONS

When should the cookies / petit fours be served?


Why do we offer cookies with the coffee & tea service?

On what should you place the petit fours / cookies?




TASK Presenting the bill

STANDARD

Guest will be presented with the bill / check which is accurate and tidy within three minutes of

request

PROCEDURE

Go to Micros and print guest check

Place the bill in the folder

Ensure all details on the bill are correct

Present it to the host from the right

Receive the payment / or let the guest sign if he is an in-house guest

Close the bill folder

Take it back to the cashier


If the guest settles by cash, check the change and present it to the guest in a bill folder. accompanied

with the copy of the bill

Place the bill folder on the hosts right side and say “Thank you very much Sir / madam”.

NOTE

While presenting the bill if the guest is busy in a conversation the waiter must not wait there for the

guest to pay. He should leave but his attention should be on the table. Hanging around till the guest

pays up signals a negative body language that we want the guest to leave soon

QUESTIONS

Why do we place the bill in a folder before presenting it?

Where should you place the bill folder on the table?

Why do you have to ensure that all the details are correct?

Why should you not wait around the table if the host is conversing with his guests?




TASK Thanking the guest

STANDARD

All guests are thanked in a warm & courteous manner when they leave the restaurant Waiters /

waitresses have to smile, make eye contact, use hospitality phrases & call guest by name

PROCEDURE

Thank guest in a warm & courteous manner & say :

To residents

* “thank you very much enjoy the rest of your day / evening”

* “Thank you very much, good night and sleep well”

* “Thank you very much we will see you in the morning, sleep well”


To Visitors

“thank you for coming, we hope to see you again soon”

If opportunity permits help the guests to stand up by removing the chairs for them. Then escort

guests out of the restaurant thanking them again and offering the ladies Frangipani flowers

Along the way make some small talk with the guest, get their comments

Inform the Restaurant manager / F&B manager about any complaints, compliments, comments

immediately

QUESTIONS

Why should you help the guests by removing their chairs?

Why should you thank the guests?

What should you do if there is a guest complaint?

Why should you try to get feed back from the guest?




TASK Presenting cigarettes

STANDARD

F&B service personnel must always present the cigarettes in a professional manner whenever

ordered by the guest

PROCEDURE

Know all the brands of cigarettes available

If the guest requests cigarettes pick up them up from the bar

Open the cigarette wrapping and the cover

Slightly pull out three cigarettes from the centre of the pack

Place the pack on a B&B plate with a doily underneath and a box of matches

Present it to the guest from the right


QUESTIONS

Why do we have to open the package for the guest?

Why do we have to serve it with matches?

Why do we use a B&B plate?




TASK Lighting cigarettes for the guests

STANDARD

F&B service personnel should be able light a guest’s cigarette quickly and efficiently

PROCEDURE

If a guest picks up a cigarette within your view, light the cigarette (preferably from right but guest

convenience is more important)

Hold match stick between your thumb and index finger, (depending on convenience) and strike it

away from yourself and away from guest

When lit, holding the match stick with the same fingers keep the rest of the fingers around the match

stick, forming a cup ( thus preventing the flame from being blown ) and light the tip of the cigarette

Turn away from the guest, extinguishing the flame by fanning it out

Keep the burnt matchstick back in the matchbox in the opposite direction. ( can be discarded later in

the pantry) Never put it in the guest’s ashtray

Avoid getting too close to the guest’s face and be careful with bearded guests.


NOTE

Never use a lighter as it is not elegant

QUESTIONS

Why should you light a guest’s cigarette if you see him/her taking one out from the packet?

Why should you use matches instead of lighters?

What should you do with a matchstick that has been used?




TASK Changing of ashtray

STANDARD

Guest always sees clean ashtrays while dining either during first course, main course or dessert.

Other times, they will not see more than one cigarette butt left on the ashtray

PROCEDURE

Pick up two ashtrays on a tray from side station / pantry and proceed towards guest table

Place the ashtray on top of the dirty one on the table

Pick up both ashtrays and leave the bottom (dirty one) on the tray then place the clean one on the

guest table

If there are not enough ashtrays in the restaurant, than take a clean ashtray with your right hand and

place it on top of the dirty ashtray so as to prevent ashes from flying into guest food & drinks

Clear off both the ashtrays on the tray. Then pick up second ashtray & place it on the table.


QUESTIONS

Why should you change the ashtray in between every course?

Why should there not be more that 1 cigarette butt in the ashtray?

Why should you cover the ashtray when changing it?




TASK Preventing an accident

STANDARD

All guest & guests belonging remain safe and secure in all restaurants. If an accident does occur to

guests, they are taken good care of immediately

PROCEDURE

Be careful and alert when

Carrying loaded trays

Unloading trays

Lighting Cigarettes

Serving food & drink specially wine & champagne

Handling hot plates

Clearing dirty dishes

Lighting candles on the tables


Always avoid unnecessary haste. Walk, do not run in the restaurant

Do not walk too closely behind a co-worker

If you drop something mop or sweep floor immediately to prevent any accidents. Do not allow

anyone to step into the area until cleaned

Do not serve food & drink in broken or chipped glassware and chinaware

Always have a service cloth handy in case there are any spills on the guest

Be careful while opening the service doors

Check that your uniform is clean and in a good condition

Inform the guests about hot plates and sharp steak knives

Avoid horseplay in the restaurant and chatting.

QUESTIONS

Why should you not run in the restaurant?

Why do you have to wipe an area if you have dropped something?

Why should you not serve something in chipped or cracked chinaware of glassware?

Why should you be careful when lighting a cigarette for a guest?

Why should you have a clean uniform?




TASK Suggestive selling

STANDARD

All guests are able to create an appealing mental picture in mind when a waiter/waitress recommends

them any specials. Guests should always receive assistance when they can’t decide what to order

PROCEDURE

Know the menu thoroughly

Check the special dishes of the day

Note any changes in the menu

Know new or promotional items

Know the cooking method & the main ingredient of each dish also know the garnish &

accompaniment

Know how long each dish will take to prepare

Know the price of each item

Know how to pronounce dishes.

When recommending, try to create an appealing mental picture in the guest’s mind that can influence

a guests choice


Use courteous & cheerful tone of voice to describe colour, size, temperature, taste, person (Our chef,

bartender) - status ( delicious, excellent, popular...) Suitability (vintage , good with...)

Use precise & correct expressions that suggest uniqueness or special qualities of the house

Do not confuse the guest with too many suggestions, use two items at a time which are special,

popular, promotional

APERITIF

1. As soon as a customer is seated, ask for a pre dinner drink. ””May I suggest a drink before your meal

, we have .... &..... ( never say “would you like something to drink”) or may I recommend our

Indonesian cocktail made with....

2. If the customer does not want a drink than up-sell Evian & Perrier.

WINE

1. Once the customer have ordered food “ may I suggest wine to accompany your meal “

2. Recommend some wines that go well with their food

3. Suggest that the guest can order by the bottle or by the glass.

4. The waiter should know the house wine & a thorough knowledge of the wines available

EXTRAS / SIDE DISHES

1. Recommend side dishes / extras with their main course. “ sir may I recommend exotic baby lettuce

or wok tossed snow-peas with your lamb” or “sir may I recommend some sambal with your Nasi

Goreng”

DESSERT

1. After the customer has completed his/ her main course, offer him / her specific dessert by saying

“would you like to try our rocky road soufflé for your dessert “

2 Present the dessert menu with the recommendation for a specific dish Eg. “ you really must try our

creme brulee it is delicious”

TEA / COFFEE

1. After the guest has finished his dessert, ask if he would like to have tea / coffee by saying “We have

a large selection of different teas, perhaps you would like to try one, we have a large selection of

different styles of coffee, Espresso, Plunger, Decaffeinated, Liqueur”

2. After the guest has ordered coffee suggest some liqueur, port, cognac along with his / her coffee.

NOTE

1. Anticipate guest need for successive suggestive selling.

In a hurry = Quick preparation item.

On company expenses = Expensive items

VIP or connoisseur = Only the best.

Stare blankly at menu = Don’t know need suggestion.

Lonely = Friendly expressions / rapport building first.


Special occasions = Champagne / wine.

Budgeting type = Adequate meal at fair price.

Family = Suggest the child first.

Intimate couple = Offer the lady first

On diet = Low calorie.

2. Help guest in selection from the menu when necessary in a pleasant manner. Do not force guests to

order.

3. Try suggesting the high price items first and if possible, lower cost item if they are of similar price.

Than come down to the next lower price. Be tactful, the guest should not feel that you are only

suggesting high price items.

4. Acknowledge guest’s order in a courteous manner.

5. Invite the chef to come and speak to the guest and helping them in suggesting chefs special.

6. Sell items on the menu based on personal attention to the guest, not high pressured sales.

7. Be able to describe portion size of each dish. and also the service time.

8. Be specific with suggestions. Ask open ended questions and not closed ended questions

“ Do you want an appetizer with your dinner” ( Poor)

“Sir I suggest you try our ragout of exotic mushrooms or beetroot & spinach rissotto as an

appetizer to your meal.(Good) – Always give a choice of tree items

9. There are a lot of suggestive selling adjectives that can be used while describing various dishes of

your menu.

Examples:

Fragrant Delicate Delicious Garden fresh

Clear Savoury Fresh Cool

Refreshing Creamy Succulent Fantastic

Smooth Rich Moist exquisite

Tart Bubbly Fluffy Elegant

Mouth watering Appetising Home made Tender

Crisp Traditional Sweet Oven fresh





TASK BANQUETS OPERATIONS

1. Task: OPENING DUTIES BANQUET SERVICE

2. Task: HOW TO SET UP A BUFFET TABLE

3. Task: HOW TO STUP A DINNER TABLE

4. Task: SETTING A RECEPTION TABLE

5. Task: HOW TO SETUP A COFFEE COUNTER

6. Task: HOW TO SKIRT A TABLE

7. Task: HOW TO REFRESH A MEETING ROOM DURING LUNCH

8. Task: HOW TO MOVE AND STORE TABLES

9. Task: HOW TO MOVE AND STOCK CHAIRS

10. Task: HOW TO REFRESH A MEETING ROOM AT THE END OF THE DAY

11. Task: HOW TO SETUP AN OVERHEAD PROJECTOR

12. Task: HOW TO SET-UP FOR A MEETING

13. Task: HOW TO BREAKDOWN OF A FUNCTION ROOM

14. Task: HOW TO SET-UP A SLIDE PROJECTOR


Task: OPENING DUTIES BANQUET SERVICE Department: BANQUETS

What are the steps? Involvement Standards

1.) Sing out keys 1.) Security book signed with your

name

and time key number the person

signing is responsible for key until

returned sign out.

2.) Check your appearance and hygiene

2.) Grooming must be 100% (hands

clean, name badge, complete

uniform, finger nails trimmed and

clean shoes polished to a shine.

3.) Collect department logbook 3.) Drop the logbook with your daily

requisitions in Room Service for next

day F&B Manager signature. Pick

up at 10am every morning from F&B

office.

4.) Collect daily linen

4.) Collect the linen every morning.

Check the linen of good condition.

Return dirty linen every night. All

the

linen pick up/ dropping with a

requisition.

5.) Check event order and status changes. 5.) Follow up events order as per it

change-staffing levels correct as per

new events. The room must be ready

before 1 hour prior to guest arrival.

The setup must be as per the events

order and standard setup.

6.) Check staffing levels

6.) Check the attendance they are on

time. Check the grooming, check

preparation on going.

7.) Unlock all lockable cupboards and

meeting rooms required for immediate

use.

7.) Meeting rooms must be open when

guest arrives. All the setup must be

ready check in schedules.

8.) Set lighting levels in meeting and pre

function.

8.) Light must be set as per clients

requirements.

9.) Set background music 9.) Pre function areas music should not

be loud.

10.) Check audio visual equipment

10.) All systems and audio visual

equipment must be fully checked


and operated prior to guests

arrival.

11.) Open any other lockable cupboard 11.) Equipments has to be accessible.

12.) Check waiters area starting work an

sign time sheet on time

12.) Check the duty roaster before you

leave sign your daily attendance.

13.) Explain tasks to waiters 13.) Question must be asked on briefing

staff must be fully aware on the

events they must follow up the right

work.

14.) Check signboard in the lobby 14.) Before function start, Manager or

Supervisor have to check signboard

in the lobby it is right event.

15.) Check the condition of flowers on

display

15.) Flowers must be check before you

use for function it must be good

condition.

16.) Observe location of props/ cubes 16.) Public area must be clean before

function start. All the coffee tables

with ashtrays and flowers must be

there all the time.

17.) Walk through back area

17.) All the time back area must be

cleaned to maintain the hygiene.

Task: HOW TO SET UP A BUFFET TABLE Department: BANQUETS


1.) Collect the table from store room 1.) The type of the table required (reg)

2.) Use the right trolley to bring the

table to function room

2.) Check and ensure that the table is

clean and in good condition.

3.) Setup the table as per the function

sheet

3.) Ensure table legs are locked before

standing them.

4.) Lay the table cloth and skirting

4.) Ensure table clothes are ironed,

skirting are well steam pressed.

5.) Table Top 5.) Clean chaffing dish with hot water.

Clean plates, service cutleries with

clean B&B plates for each dish.

Display nametags. Cold cuts/ mezzeh

with a fork and spoon always.

Task: HOW TO STUP A DINNER TABLE Department: BANQUETS


1.) Collect the table from store room. 1.) The type of table will be long or

round

2.) Use the right trolley or roll if it is a

round table.



3.) Setup the table as per layout of the

function sheet.


standing them. Each chair facing

each

other.

4.) Lay the table cloth.

4.) Ensure table cloth is clean. No dirty

marks and well ironed.

5.) Table Top 5.) Clean flower vase with fresh flower,

clean salt/pepper. Clean ashtrays,

table cutlery before place. Use

napkin


in your hand. Knife right side, fork

left side. Dessert spoon top right,

dessert fork top left. Napkin in the

center. The glass top of knife. Check

the setup properly after you finish.

Task: SETTING A RECEPTION TABLE Department: BANQUETS


1.) Collect the table from store room. 1.) Long table (reg) the side of (reg)

table

type of skirting required.

2.) Carry by two person of use the correct

trolley to bring the table to function

room.

2.) Check and ensure the table is clean

and in good condition.

3.) Setup the table the designated area as

per guests request.

3.) Ensure that the legs of the table are

properly locked before standing

them.

4.) Lay the table cloth and skirting

4.) Ensure table cloth and skirting is not

crumpled or torn. It is well pressed.

5.) Table Top 5.) Flowers, ashtrays, pen, pad, bottle

water, glass bowl. If the guest

request telephone yes.

Task: HOW TO SETUP A COFFEE COUNTER Department: BANQUETS


1.) Collect the table from store room 1.) The type of the table required.

2.) Carry by two person or use the

correct trolley to bring the table to

function room.



3.) Setup the table in the right designated

area as per the layout.


standing them.

4.) Lay the table cloth and skirting.

4.) Ensure table cloth and skirting are

well

pressed.

5.) Table Top 5.) Clean cup, sauces, teaspoons, sugar

bowl with three kinds of sugar, clean

milk cream with fresh milk. Tea

selection box. Clean tea/coffee pots

with coffee/tea. A basket for

garbage

for sugar extra cups/ sauces backup.

Extra milk for back up. Make sure

every items have under liner.

Task: HOW TO SKIRT A TABLE Department: BANQUETS


1.) Hygiene 1.) Clean hands fingernails.

2.) Collect skirting and top cloth

2.) Right length skirting clean and

pressed

not tattered.


3.) Lay table cloth 3.) As per standards.

4.) Iron table cloth

4.) As per standards.

5.) Skirt a table 5.) Holding skirting with left hand

stretching. The skirting as you go

clock wise around the table.

6.) Commence skirting 6.) Evenly flush with table top fellcro

commonly used

7.) Join skirting ends 7.) Join is even no gaps, flush with table

top.

Task: HOW TO REFRESH A MEETING ROOM DURING LUNCH Department: BANQUETS


1.) Water glasses 1.) Replaced used water glass with

polished new one.

2.) Table top

2.) Straighten all of the delegates

belonging in front of their chairs.

3.) Matches/ Ashtrays

3.) Replace and put on rim of ashtrays if

missing.

4.) Table cloth/ skirting 4.) Re-adjust to set standards.

5.) Beverage 5.) Replace if necessary.

6.) Brush down the tabletop 6.) Till clean.

7.) Coaters 7.) Replace with new one.

8.) Candy 8.) Check and refill.

9.) Chairs 9.) Check the cleanliness & alignment.

10.) Equipment 10.) Check and adjust.

11.) Check with customer 11.) Check with the customer on

additional requirement.

Task: HOW TO MOVE AND STORE TABLES Department: BANQUETS


1.) Transport 1.) By using banquet chair trolley by

using tables trolley.

2.) Place on trolley

2.) Staff must use chair trolley and

should be carried by two people to

avoid dropping & damaging.

3.) Storing tables 3.) Banquet back area (allocated place

or table around). With tops towards

each other in pairs to avoid damaging

the tops.

Task: HOW TO MOVE AND STOCK CHAIRS Department: BANQUETS


1.) Select trolley 1.) Moving smoothly not damaged

trolley must be clean.

2.) Place trolley under chair

2.) Pushing it gently last bottom chair

under and beneath the rear & legs.

3.) Count the chair 3.) Maximum of 10 chairs in a row. If it

is more remove it. Chairs must be

stored in 10’s.

4.) Move chairs

4.) Pull the trolley handle while pushing

bar between wheels with one foot.

Maximum weight of chairs resting on

back and follow your nose.

5.) Table Top 5.) Separate chairs, which have to be

cleaned and repaired in separate areas

in all coated spac in 10’s


Task: HOW TO REFRESH A MEETING ROOM AT THE END OF THE DAY

Department: BANQUETS


1.) Ashtrays 1.) Replace new clean ashtrays for next

day.

2.) Bottles

2.) Take off the used water bottles &

replaced.

3.) Candy 3.) For candy must replaced for next

day.

4.) Glass 4.) Take off the use glasses and clean

them and put them back in the right

place.

5.) Pads and Pens 5.) After the first day of meeting

additional paper and pens should be left

on a side station. Should delegates

needs extra ones.

6.) All linen 6.) Change the dirty table cloth, press

the skirting back to normal.

7.) Banquet Office

7.) Check with the banquet office for

next day.

Task: HOW TO SETUP AN OVERHEAD PROJECTOR Department: BANQUETS


1.) Select Cube 1.) Appropriate height & feet clean and

stable for lecturer handouts.

2.) Collect overhead projector from AV

store.

2.) Use an A/V trolley or projector bag.

3.) Place A/V trolley by the side of cube. 3.) Clean and stable.

4.) Place overhead projector on TV

trolley and setup in the rooms

4.) Overhead projector is firmly rested

on trolley.

5.) Place the overhead projector in

front. Center on white projection

screen.

5.) Check the angle of projector; gauge

FR – the light fixture. Check the

distance of screen to the OHP

approximately 12 feet away or 10

walking steps. Ensure that the wiring is

tape down and no loose wire is dangling.

Task: HOW TO SET-UP FOR A MEETING Department: BANQUETS


1.) Check the event order 1.) Check with the manager or

supervisor

2.) Check the event order room

2.) Check the condition of the event

room.

3.) Highlights relevant details on the

event order

3.) Type of function. Type of

arrangements, special instructions,

number of pax, VIP arrival, date, time

and venue of the event.

4.) Place event order on clip board

4.) Prevention from losing easy

preference for staff set-up.

5.) Staff to collect necessary equipments,

tables, chairs, table top items

5.) Store room, linen room, stewarding

department, clean and working

condition.

6.) Setup tables in the event room 6.) Arrange tables and chairs as per

event order floor plan include head table

section and section tables.

7.) Send the items to the event room for

setup

7.) Use of correct trolley, quietly to

avoid disturbing guests.

8.) Set up chairs accordingly 8.) Setup 3 chairs per table or

accordingly. Clean and free from stains.

Ensure that the tables and chairs are

symmetrically aligned and in correct


number.

9.) Setup stage block if required

9.) Clean stable legs properly rested and

locked.

10.) Lay table cloth and skirting

10.) Clean tablecloth and without holes.

Clean skirting and well pressed and lay

accordingly to Meridien standard.

11.) Setup of A/V equipment if stated in

the event order (Please refer to task

breakdown of setup equipment)

11.) Collect A/V equipment from store.

Check and ensure that A/V equipments

are in good working condition.

12.) Setup table top 12.) As per the table top

13.) Conduct a final check on the event

room

13.) Air con and lighting . Table cloth

and skirting are properly setup. Tables

and chairs properly aligned and the

correct number. Table tops amenities

placed on the table. Sound and AV

Equipments.

14.) Back Lane 14.) Setup proper back lane with

sufficient items.

15.) Others 15.) Ensure staff briefing check for F&B

need staff stand by in min before events.

Ensure proper grooming. Team leader

to meet client with banquet sales.

Task: HOW TO BREAKDOWN OF A FUNCTION ROOM Department: BANQUETS


1.) To stewarding 1.) All the cutlery, plates, glasses have

to be returned to stewarding

supervisor. Breakage is to be

separated.

2.) To Store room

2.) All napkins in bundles 10 each.

Tablecloth color and white color must

be separated. Skirting has to go to store

room. Chair cover together with the

linen requisition to be prepared.

Separate torn linen.

3.) To back area 3.) All chairs to be stacked in 10’s and

placed neatly. Separate chairs fo repair

and dry clean. All table to be placed

neatly, separate tables for repair.

4.) To storage area 4.) All the cubes and buffet tables to be

stored as per specification. Stage break

down and place neatly


5.) To florist

5.) Flowers to be kept in fridge and use

again. Check the condition of the

flowers.

6.) To housekeeping 6.) Uniforms to be returned

Task: HOW TO SET-UP A SLIDE PROJECTOR Department: BANQUETS


1.) Select an A/V trolley (cube optional)

from AV store

1.) Stable and clean height

approximately 4 feet.

2.) Place the slide Projector on trolley

and push to the function room.

2.) Should be parallel center of screen.

Slide projector is firmly rested on trolley

approximately 12 feet of 10 walking

distance.

3.) Pull down the built in screen or

either setup portable screen.

3.) A pole with a hook

4.) Ensure that there are 2 bulbs in the

slide projector and it is in working

condition.

4.) The bulbs are not fused by looking ar

the fungsten.

5.) Tape table onto the floor with

masking tape.

5.) To prevent any front tripping over it

for safety reasons.

6.) Connect remote control wire to slide

projector and then into the power

point

6.) Hands must be dry.

7.) Switch on and focus 7.) To get clear vision by using spare

slide negative note – during projection –

ensure fan is working.

8.) Switch off after use

8.) Ensure that slide is ejected back into

carousel.

9.) Clear slide projector

9.) Switch of power point. Disconnect

all wires and roll it up neatly. Keep the

equipment in its bag.




TASK ROOM SERVICE OPERATIONS

1. Task: SERVICE METHODS

2. Task: ORDER TAKERS METHODS

3. Task: Supervisor/Captain METHODS

4. Task: ROOM SERVICE TELEPHONE ETIQUETTE

5. TASK: HOW TO SET UP CONT. BREAKFAST

6. TASK: HOW TO SET UP A STANDARD AMERICAN BREAKFAST TROLLEY 7. TASK: HOW TO SET UP A STANDARD (STAND-BY) BREAKFAST TROLLEY 8. Task: HOW TO SET UP A STANDARD (STAND-BY) BREAKFAST TROLLEY 9. Task : HOW TO SET UP A STANDARD (STAND-BY) BREAKFAST TRAY 10. Task : HOW TO SET UP A STANDARD (STAND-BY) LUNCH & DINNER TROLLEY

11. TASK: HOW TO CHECK THE PRIVATE BAR

12. Task: HOW TO REPLENISH IN HOUSE GUEST AMENITIES AND SPECIAL SET UP


13. Tasks: HOW TO SERVE A BOTTLE OF REDWINE TO THE ROOM

14. Tasks: HOW TO SERVE A BOTTLE OF WHITE WINE TO THE ROOM

15. TASK: HOW TO SERVE BREAKFAST – IN SUITE

16. Task: HOW TO SERVE LUNCH / DINNER – IN SUITE SERVICE

17. Task: HOW TO SET UP TROLLEY ACCORDING TO ORDER

18. Task: HOW TO SET UP EVENING TURN DOWN AMENITIES

19. Tasks: HOW TO SERVE A BOTTLE OF CHAMPAGNE TO THE ROOM

IN ROOM DINING CONCEPT

The Moevenpick Hotel Bur Dubai will provide fine and swift in room dining quality service to our guest 24 hours a day. The food must be delivered on time, must be hot or cold according to its specification, plates being hot when food is hot and cold when food is supposed to be cold. The guest’s service experience must be similar to the one of a fine dining restaurant, on time, refined, served and delivered by professional staffs. Because of its outstanding service , variety of food and beverages, prompt and courteous service as well as convenience of a 24 hours service, the in room dining department will be considered as a great value for our guest.

Services offered:

24 hours in room dining service

Breakfast, lunch and dinner at any time

Professional and prompt service

A wide variety of food and beverages will be featured satisfying every taste.

Task: SERVICE METHODS Department: ROOM SERVICE WAITERS / WAITRESSES

Work area:

1. Side work will be done according to the specific posted assignments

2. “WE CLEAN AS WE WORK” working habit to be practiced at all times.

3. The department area must always be kept clean, neat and well organized.

4. Mise-en-place required for that shifts’ work have been pre-prepared and par should be set 25 % above the

requires usage so that time is not wasted during service polishing or collecting items.

Preparing the trolley / tray:

1. The waiter will pick up the order through the order taker booth and proceed to correctly set up the trolley

or tray according to the order and standard operating procedures.

2. Breakfast for one person is served on a tray. Breakfast for two persons is served on a trolley. Continental

breakfast order for two can be served on a tray if orders are high and trolleys are running out.Lunch and

dinner are served on a trolley.

3. The waiter will follow the hand written instructions of the order taker and check back with the order taker if

something is unclear.


4. All orders are prepared and done according to the SOPs.

5. The manager or supervisor will check each order set up to ensure completeness, accuracy and presentation.

Hot food is picked up at the kitchen last and covered immediately to keep it hot.

Delivery of order to the room:

1. Delivery is always on time, according to the time quoted to the guest by the order taker.

2. the times quoted are:

Beverages only: 10 to 15 minutes

Continental breakfast: 20 minutes

All other orders: 25 – 30 minutes as a standard or as quoted by the order taker.

3. Larger parties or longer preparation times (steak well done) might slightly increase the quoted time.

4. Pre-ordered breakfast are delivered at the earliest of the time frame (i.e. if breakfast order is from between

6:00 am to 6:15 am we deliver at 6:00 am)

5. Deliver the order according to the sequence of service as stated in the SOP.

6. If the order is incomplete or the guest is not satisfied the server immediately take the responsibility as

stated in Basic#14 and inform the manager or supervisor immediately.

7. Return immediately to In Room Dining once service is done. Pick up any items in the back area of the

floor (glasses, tray etc.) don’t walk back empty handed.

Clearance and equipment handling:

1. Breakdown of trolleys and trays is the responsibility of each server and is done immediately.

2. Breakdown and clearing of trolleys and trays are done in an orderly way: Scrape plates, place glassware

and silverware in their respective racks. Save all unused or unopened condiments and bottles for re-use.

Place all flowers in the refrigerator.

3. Minimize breakages by preserving our property as stated in Basic #17.

4. Soiled linen is placed in their respective basket.

5. Trays are to be washed and polished, while the trolleys are cleaned properly and stored back in the

department for future use.

6. Hot boxes are cleaned in and out, dividing racks removed, washed and wiped dry before placing back.

Task: ORDER TAKERS METHODS Department: ROOM SERVICE

Work area:

1. “WE CLEAN AS WE WORK” working habit to be practiced at all times.

2. The department area must always be kept clean, neat and well organized.

3. Order taker booth should maintain a professional environment, keeping the noise level to the minimum.

4. Operating equipment (Micros, computer and telephone) must be kept clean at all times.

5. Enough paper / office supplies should be kept at all times (order forms, checks, A4 paper, pens, staple wire

stc.).

Work coverage:

1. The In Room dining phones are covered constantly 24 hours a day by an order taker or supervisor/captain

(night shift).

2. For high occupancy forecast, a second order taker or manager/ supervisor will assist in answering the

phones.

3. During breaks, supervisor / captain will cover the order taker in answering the phone


Telephone Handling:

1. The order taker answer the phone within 3 rings and takes the order following the proper telephone

etiquette (attached).

2. If guest is calling for information or services other than In Room Dining (housekeeping, concierge, etc., the

order taker will politely assist the guest and take his request. The order taker then passes the message to

the respective department and will call back the guest after 15 minutes to follow up to ensure proper

delivery

3. If guest is calling to order, the order taker will hand write in the Capt. Order slip the guest order with all the

specific instructions.

4. The delivery times are quoted to the guest:

Beverages only : 10 – 15 minutes

Continental breakfast : 20 minutes

All other orders : 25 to 30 minutes




7. Order taker enters the order in the Micros immediately after finishing conversation with the guest.

8. The order taker logs the order in the order taker back up control report.

9. If another call is coming the order taker answers the phone first, then follow steps 4 to 7.

10. If two or more calls come in at the same time, the order taker picks up the phone and advice the guest to be

placed on a brief hold, while taking the first caller’s order.

11. The Capt. Order slip is given to the waiter who then proceeds to set up the order.

Cash Handling:

1. The order taker will act as a cashier for the servers of the In Room Dining.

2. Balancing of cash sales, cash money drops and appropriate paper works will be handled by the order taker

according to the accounting procedures of the Le Royal Meridien Abu Dhabi.

Side work:

1. Side duties are done according to the posted assignments.

2. During the down times the order taker will assist the waiters in their side work; i.e. folding napkins,

polishing silver or glasses etc. The order taker must make sure that when ever the phone rings it can be

answered with in 3 rings.

Task: Supervisor/Captain METHODS Department: ROOM SERVICE.

Work area:

1.Side duties will be done according to the specific posted assignments

2.The Supervisor / Capt. waiter must ensure that the “WE CLEAN AS WE WORK” working habit must be

practiced at all times.

3.He must ensure that the department area must always be kept clean, neat and well organized.

4.Ensures that the mise-en-place required for that shifts’ work have been pre-prepared and par should be set 25

% above the required usage so that time is not wasted during service polishing or collecting items.

Preparing and checking the trolley / tray:

1.The supervisor / captain waiter will pick up the order through the order taker booth and assign a waiter or he

himself to correctly set up the trolley or tray according to the order and standard operating procedures.

2.Breakfast for one person is served on a tray. Breakfast for two persons is served on a trolley. Continental

breakfast order for two can be served on a tray if orders are high and trolleys are running out. Lunch and dinner

are served on a trolley.

3.The supervisor / captain waiter will ensure that the hand written instructions of the order taker are followed

and check back with the order taker if something is unclear.

4.Ensures that all orders are prepared and done according to the SOPs.


5.The manager or supervisor will check each order set up to ensure completeness, accuracy and presentation.

Hot food is picked up at the kitchen last and covered immediately to keep it hot.

Delivery of order to the room:

8. Delivery is always on time, according to the time quoted to the guest by the order taker.

9. the times quoted are:

Beverages only: 10 to 15 minutes

Continental breakfast: 20 minutes

All other orders: 25 – 30 minutes as a standard or as quoted by the order taker.




12. Deliver the order according to the sequence of service as stated in the SOP.

13. If the order is incomplete or the guest is not satisfied the server immediately take the responsibility as

stated in Basic#14 and inform the manager or supervisor immediately.

14. Return immediately to In Room Dining once service is done. Pick up any items in the back area of the

floor (glasses, tray etc.) don’t walk back empty handed.

Clearance and equipment handling:

7. Ensures that breakdown of trolleys and trays is done immediately.

8. Ensures that breakdown and clearing of trolleys and trays are done in an orderly way: Scrape plates, place

glassware and silverware in their respective racks. Save all unused or unopened condiments and bottles for

re-use. Place all flowers in the refrigerator.

9. Ensures that breakages are minimized by preserving our property as stated in Basic #17.

10. Ensures that soiled linen is placed in their respective basket.

11. Ensures that trays are to be washed and polished, while the trolleys are cleaned properly and stored back in

the department for future use.

12. Ensures that hot boxes are cleaned in and out, dividing racks removed, washed and wiped dry before

placing back.

Task: ROOM SERVICE TELEPHONE ETIQUETTE Department: ROOM SERVICE

1. Answer the call within 3 rings.

It gives the caller an excellent impression if their call is answered proactively and professionally.

2. Greet the caller with Standard Company Phrases.

Consistently answering the call in the same way gives the caller a sense of professionalism in the dept. and

gives you a pattern to work to. Always smile when answering the phone, be polite, clear and concise.

“Smiling can be heard not just seen”.

3. Listen

We must listen to the caller and acknowledge what they are saying, always show that you are listening by

saying, certainly, I see.

4. Ask the right questions to find out what the caller needs.

There are always questions that can be used to speedily get the information that we need. Make a list and

keep them by your side.

5. Note important key points.

It is very important that you obtain accurate information as you may be required to pass this information

on. Always write down the key points of the conversation.

6. Confirm the details

Always repeat back to the caller the key points, this is a good check for you and also it shows the caller

that you have been listening.

7. Inform caller of the action


Always tell the caller what is happening to their call, e.g. “I am transferring your call to the reservation

department who will be able to assist you further.

8. Take action / transfer the call

NEVER put a call through without explaining and passing on the information that you have already

received from the caller. It is not only extremely frustrating for the caller to repeat himself or herself, but

it is also unprofessional.

9. If line is engaged or the person is not available

An alternative must ALWAYS be offered. This means that if the person is unavailable or the line is busy,

we must ask if the caller would like to speak to someone else. Or we may offer to take a message,

remembering that if we do so, it must be passed on promptly and written down accurately and clearly.

10. Close the call, allowing the caller to hang up first

By allowing the caller to hang up first, it leaves room for the caller to have an afterthought. It also assures

you that the caller has heard you say goodbye or farewell.

11. Follow up

If further action is required of you, ensure that you always follow it up. If you have said that you will pass

on the message, you must do so. If you have said that you will call the caller back, you must do so. This

will show great professionalism and also make you feel good that you are doing an excellent job.

Things that we “MUST DO” Things that we “MUST NOT DO”

1. Be polite

2. Be clear

3. Be friendly

4. Use full sentences

5. Be prepared

6. Know the answer to most common

questions

7. Use caller name

8. Say thank you

9. Listen

10. Smile

11. Repeat and confirm

12. Concentrate

13. Make notes

14. Follow up

15. Take appropriate action

16. Speak slowly

17. Offer alternatives

18. Know your product

19. Pass on information to your colleagues

20. Be patient

21. Use company standard phrases

1. Be grumpy

2. Mumble

3. Be unfriendly

4. Use abbreviations

5. Be unprepared

6. Carry out 2 conversations at once

7. Lose concentration

8. Assume

9. Hang up first

10. Interrupt

11. Argue

12. Talk too fast

13. Leave caller on hold

14. Keep valuable information for yourself

15. Allow technical faults to go unreported

16. Be rude

17. Lose calls

18. Shout

19. Use jargons/slang words

20. Be impatient

21. Change greeting every time

22. Be inconsistent


22. Know your telephone system

23. Be consistent

24. Ask probing questions

23. Lose your temper

24. Eat, drink or smoke

25. Transfer a call without announcing the

caller

26. Give negative answer.

Handling Difficult Calls

A difficult call or complaint from a guest is really a GIFT. It is an opportunity for us to improve our

standards, and to find out where we may have problems.

Few tips when handling difficult calls The don’ts when handling difficult calls

1. Apologize

2. Listen carefully

3. Write down keys points

4. Do not ask guests for information that they

have already given

5. Do not lose your temper

6. Use a soft voice

7. Use Empathy

8. Follow up

9. Say thank you for informing us

10. Take action

11. Explain what action you will take

1. Argue

2. Lay blame

3. Interrupt

4. Assume

5. Put them on hold

6. Raise your voice

7. Lose your temper


TASK: HOW TO SET UP

CONT. BREAKFAST

What are the steps?

Involvement

Standards

1. Personal hygiene What must we check about our hands

before handling items which comes

into contact with food?

Hands are clean and dry

2. Select a rectangular tray What must we consider when

selecting a tray? Clean, polish and good

condition

No bent

3. Select a tray mat What should we look for when

selecting a tray mat?

How should we hold the tray mat?

Color -white

Correct size, pressed, no

holes, spotless and starched

Edges for hygienic reasons

Between finger and thumb

4. Lay the tray mat on the tray How should the tray mat be laid on

the tray? Squarely, equal lengths on

either side

5. Place the side plate on the tray What should we look for when

selecting a side plate?

Where should the side plate be placed

on the tray?

side plate should be clean,

dry, free from chips and

cracks.

Should be placed on the

bottom left side of the tray

6. Place the salt and pepper shaker

on the tray

What must we check for when

choosing the salt and pepper shaker?

Where should it be placed on the tray

Clean, full and no chips.

In the center of the tray

7. Place the Jam stand on the tray What must we check when choosing a

jam stand?

How should the preserve bottles be

displayed?

How many preserves must be placed

on the tray?

Where must the preserves be placed

on the tray?

Clean, polished and

correctly filled with

different varieties of

preserves as per

specifications.

Labels facing front

1 set for 1 to 2 person

In the center


8 Place the napkin on the tray How do we pick up the napkin?

Where should we place the

napkin on the tray?

What type of serviette do we

use?

By finger tips – hygiene

In the center on top of the side

plate

Folded and as per

specification.

9 Place the cutleries on the tray What should we look for when

selecting cutleries?

Where should the side knife be

placed on the tray?

Where should the dinner fork

be placed on the tray?

Where should the dinner knife


Clean, hygienic, not bent, sharp

and correct

Vertically on the right side of

the side plate

Dinner fork is placed on the

left side of the dinner napkin

next to the side knife.

Dinner knife is placed on the

right side of the dinner napkin

10 Place the cup and saucer on the

tray

What should we look for when

selecting cup and saucer?

Where should we position the

cup and saucer?

In what position should the cup

handle be?

Clean, dry, no chips or cracks

On the right hand side

Pointing to the right ( 4

o’clock)

11 Place the teaspoon on the

saucer


selecting a teaspoon?

Where should the teaspoon be

placed?

Clean, dry, polish and not bent

Teaspoon on the saucer

parallel above the saucer

12 Place the sugar bowl on the

tray

What should we select for when

selecting a sugar bowl?

Where should the sugar bowl be

placed?

Clean, hygienic, not chipped

Full as per specs- with white,

brown and sweeter.

Sugar bowl is placed next to

the jam stand

13 Place the dessert fork and knife

( if fruit order)

Where should the dessert fork

and knife be placed? Opposite each other (fork left

and knife in the right) in the

bottom center of the tray.

14 Place the juice order on the

tray

What must we check when

selecting juice glass?

How full should the hi ball be

filled?

How should the cover be placed

onto the glass?

Where should the glass be

placed?

Hi ball glass spotless clean, no

chips or cracks

¾ full of the glass

Fits neatly on the top of the

glass

Right hand side of the tray



15 Place the butter dish on the

tray

What should we check for when

selecting a butter dish?

What condition should the

butter be in?

How many portions should we

give per person?

Where should the butter dish be

placed?

Clean, hygienic not chipped

Medium consistency, not too

hard / not too soft

1 portion for 1 to 2 persons.

Above the side plate on the left

hand side

16 Place the bread basket on the

tray

How should the bread basket

be?

What types of breads / pastries

should be placed in the bakery

basket?

How many bakery basket

should be given?

Where should the basket be

placed on the tray?

Clean and hygienic

As per specs and as per guest

request

1 basket for 1 to 2 person

On the upper left hand side of

the tray

17 Place the tea / coffee pot on

the tray

What should be considered

when selecting a pot?


pot on the tray?

When do you place the pot on

the tray?

Pot clean, polished, free of dent

or crack

Above the cup and saucer

Pot should be place last to keep

its temperature and freshness

18 Place the milk / creamer on the

tray

What should we consider when

selecting a milk?

Where do we place the milk

creamer on the tray?

Milk should be fresh

As per guest request

On the left side of the pot

19 Final check of the order What has to be checked? Food & beverage items are

correct

Room number and guest name

Time ordered

equipment


Task: HOW TO SET UP A STANDARD AMERICAN BREAKFAST TROLLEY

What are the steps?

Involvement

Standards

1. Personal hygiene What must we check about our

hands before handling items

which comes into contact with

food?


2. Select trolley What must we consider when

selecting a trolley? Clean, good condition

Wheels don’t squeak

3. Select a table cloth What should we look for when

selecting a table cloth?

How should we hold the table

cloth?

Color -white

Correct size, pressed, no holes,

spotless and starched



4. Lay the table cloth on the

trolley

How should the table cloth be

laid on the trolley? Squarely, equal lengths on

either side and crease runs

down the center of the trolleys.

5. Place the side plate on the

trolley



Where should the side plate be

placed on the trolley?

side plate should be clean, dry,

free from chips and cracks.


bottom left side of the trolley

6. Place the salt and pepper

shaker on the trolley


choosing the salt and pepper

shaker?

Where should it be placed on

the trolley

Clean, not cracked and full

In the center of the trolley

7. Place the Jam stand on the

trolley


choosing a jam stand?

How should the preserve bottles

be

displayed?

How many preserves must be


Where must the preserves be


Clean, polished and correctly

filled with different varieties of

preserves as per specifications.

Labels facing front


In the center behind the salt &

pepper shaker



8 Place the napkin on the trolley How do we pick up the napkin?


napkin on the trolley?


In the center on the lower

bottom of the trolley top.

9 Place the cutleries on the

trolley





Where should the dinner fork be



be placed on the trolley?

Clean, hygienic, not bent,

sharp and correct


the side plate

Dinner fork is placed on the

left side of the dinner napkin


Dinner knife is placed on the right side

of the dinner napkin

10 Place the cup and saucer on

the trolley


selecting cup and saucer?


saucer?

Where should we place the cup?


On the right hand side of the

dinner knife

On top of the saucer, handle

pointing to the right (4 o’clock)


saucer




placed?





trolley




placed?



brown and sweeter.


the jam stand

13. Place the bread basket on the

trolley

How should the bread basket

be?

What types of bread/pastries

should be placed into the bread

basket?

How many bakery baskets will

be provided per persons?

Where the bakery basket should

be placed?

Clean and hygienic

As per specified or as per guest

request.

1 bread basket for 1 to 2

persons

On the top of the side plate

14 Place the cereal bowl on the

trolley

What must be placed into the

cereal bowl?

What should the cereal be

served with?

Where should the cereal bowl

be placed?

Cereal ordered

Milk in jug



15 Place the butter dish on the

trolley

What should we check when

selecting a butter dish?

What condition should the

butter be in?

How many portions should we

give per person?

Where should the butter dish be


Clean hygienic and not chipped

Medium consistency, not too

hard / not too soft.

1 portion per person

butter dish on top of the side

plate.

16 Place the juice order on the

trolley


selecting a juice glass?

What juice must be served with

the order?

How full should the glass be

filled with juice?

How should the glass cover be

placed onto the glass?

Where should the juice glass be

placed on the trolley/

Clean, polished, not cracked.

As per specified or as per guest

order.

¾ full

Fits neatly on the top of the

glass

Place the juice glass to the left

hand side of the cup and saucer.

17 Place the tea or coffee pot on

the trolley


selecting a tea/coffee pot?

When to place the tea or coffee

pot on the trolley?

Where should the tea or coffee

pot be placed on the trolley?

Clean, polished, not dented or

cracked.

Last to keep it hot

On the top of the cup and

saucer.

18 Place the milk or creamer on

the trolley


selecting a milk creamer?

What type of milk shall we

place in the creamer?

Where should we place the milk

creamer on the trolley?

Clean, polished and hygienic

As per guest request or specs.

On the left hand side of the pot.

19 Pick up the food order from

the kitchen

What should we check for when

collecting the food order?

Where should we place the hot

food on the trolley?

Correct order and as per guest

preference.

Plates are hot.

Place the food in the first shelf

of the hot box which is located

under the trolley.

Cloches/ lids on top of each

plate

20 Final check of the order What has to be done or check? Correct number of covers?

Food and beverage order is

correct

Condiments are placed

Time ordered

Room number, name of guest


Task: HOW TO SET UP A STANDARD (STAND-BY) BREAKFAST TROLLEY





food?








cloth?

Color -white






trolley






trolley








bottom left side of the trolley





shaker?


the trolley



7. Place the Jam stand on the

trolley




be

displayed?








Labels facing front


In the center







On top of the side plate


trolley










and correct


the side plate

Dinner fork is placed next to

the side knife


right side

10 Place the cup & saucer on the

trolley


selecting cup & saucers?


cup & saucer?



dinner knife


saucer




placed?





trolley




placed?



brown and sweeter.


the jam stand


Task : HOW TO SET UP A STANDARD (STAND-BY) BREAKFAST TRAY





food?


2. Select a rectangular tray What must we consider when

selecting a tray? Clean, polish and good

condition

No bent



How should we hold the tray

mat?

Color -white





4. Lay the tray mat on the tray How should the tray mat be laid

on the tray? Squarely, equal lengths on

either side




placed on the tray?




bottom left side of the tray

6. Place the salt and pepper shaker

on the tray



shaker?


the tray

Clean, full and no chips.


7. Place the Jam stand on the tray What must we check when



be

displayed?


placed on the tray?


placed on the tray?




Labels facing front


In the center




napkin on the tray?


In the center on top of the side

plate




placed on the tray?






and correct


the side plate



right side of the dinner fork

10 Place the cup and saucer on the

tray


selecting cup & saucers?


cup & saucer?



dinner knife


saucer




placed?





tray




placed?



brown and sweeter.


the jam stand



Task : HOW TO SET UP A STANDARD (STAND-BY) LUNCH & DINNER TROLLEY





food?








cloth?

Color -white






trolley






trolley







Should be placed on the bottom

left side of the trolley





shaker?


the trolley








8 Place the bud vase on the

trolley


choosing a bud vase?

Where should we place the bud

vase on the trolley?

Clean and polished


behind the salt and pepper

shaker


trolley





How should the dinner knife

and fork be placed onto the

trolley?


and fork be positioned?

Clean & hygienic, not bent,

sharp and correct

Vertically beside the right side

of the side plate

Covers, opposite each other, in

the center of the trolley and at

each end not overlapping the

edge of the trolley


the side knife


right side





food?


2. Select tray What must we consider when

selecting a tray? Clean, good condition

polished



How should we hold the tray

mat?

Color -white





4. Lay the tray mat on the tray How should the tray mat be laid

on the trolley? Squarely, equal lengths on

either side.

.




placed on the tray?



Should be placed on the bottom

left side of the tray


shaker on the tray



shaker?


the tray





napkin on the tray?



8 Place the bud vase on the tray What must we check when

choosing a bud vase?

Where should we place the bud

vase on the tray?

Clean and polished

In the center of the tray behind

the salt and pepper shaker




placed on the tray?

How should the dinner knife

and fork be placed onto the

tray?


and fork be positioned?

Clean & hygienic, not bent,

sharp and correct

Vertically beside the right side

of the side plate

Covers, opposite each other, in

the center of the trolley and at

each end not overlapping the

edge of the tray


the side knife


right side


Task : HOW TO SET UP A STANDARD (STAND-BY) LUNCH & DINNER TRAY

TASK: HOW TO CHECK

THE PRIVATE BAR

What are the steps?

Involvement

Standards

1 Press door bell What should you do before

pressing the door bell?

How many times should you

press the door bell?

Check the room number for

correct room

Ring once and announce your

department

Wait 15 seconds, then ring

again and announce again


again and announce again

Await response

2 Wait What should you wait for?

How should you wait?

Guest reply

Guest to open door.

Stand upright

3 Enter guest room What should you do before

entering the room?

How should you greet the

guest?

Greet guest.

“Good morning, Mr. Smith,

May I check your private bar

please?”

“May I come in?”

4 Open and check the private bar

fridge

What should you look for

before opening the fridge?

What should you look for in the

fridge?

How should you check the

fridge and cabinet?

Open the cabinet door first

Items as per par stock

Opened bottles, cans, sachets,

broken seals, hampered items

and expiry dates.

Leave the fridge and the

cabinet door open

Check with menu in your left

hand and touch all items with

right hand.

5 Record consumption How do you check

consumption? On the private bar

consumption report

6 Writes consumption sheet When do you make a

consumption sheet? Incase there is a consumption

from the mini bar.

Writes a consumption sheet

and leaves a copy for the

guest.

7 Call front office in case of

consumption

When do we call front office? Call front office incase the

guest is checking out.

Inform front office for any

consumption



8 Return of almost expired item Where do you return the items?

In room dining, to be

returned to store room

9 Replenish items in the private bar

fridge

How do you replenish items in

the fridge?

As per par stock

10 Give consumption sheet to In

Room dining order taker for

posting of charges

When do you give the

consumption sheet to the order

taker?

At half way Mini bar in

charge gives the

consumption sheet to the In

room dining order taker to

charge the guest or to post

consumption to dispute

folio.

11 Recommended Procedures for

Check Out

Mini Bar Associate, Front

Office and Guest

Every Day the Mini bar Associate

checks the stock of the Mini Bar. If

any consumption it will be recorded

on the consumption sheet with date

on it and posted by RS daily to the

Room as Mini Bar Revenue.

By check out the Guest has to bring

this sheet to Front Office. Then he

has to be asked by Front Office

Associate if last night he consumed

any Mini Bar Items. After that Front

Office Associate has to post the Mini

Bar Consumption under Mini Bar

Revenue.

In Room Dining Mini Bar Process 1. Checks the consumption for all in house guests or at check out.

2. Records consumptions for proper posting to guest folio.

3. Transmit consumption to the front office in case of check out.

4. Writes consumption sheet and leaves a copy for the guest.

5. At half way Mini bar in charge gives consumption sheet to order taker

to charge the guest room or to post to dispute folio.

6. Performs end of day inventory of trolley as compare to the sales report.

7. Refills the trolley and make requisition for the next day.

PRODUCTIVITY One mini bar waiter does 13 rooms per hour

For Guest’s satisfaction, mini bar needs to be refilled in 5 hours for the first refill.

At an average 65% room occupancy (121 rooms)

121 rms / 4 hrs = 30.25 rms / 13 rms = 2.5 mini bar waiter. Wednesday to Friday expected high occupancy and departures needs three staff.

Saturday needed to have three staff for deep cleaning and inventory. Saturday deep cleaning of all mini bars in guest rooms and of mini bar store

to be taken care of by two attendants for 5 hours.

Saturday inventory of all mini bar store and in room bar to be done after the deep cleaning. Task: HOW TO REPLENISH IN HOUSE GUEST AMENITIES AND SPECIAL SET UP



Prepare the in-house guest’s lists? Where do you get the in house

list?

What time do you prepare the in-

house guest list?

Generate the In-house guest list

report from the Fidelio

In the morning at 7:00 am

Monitor daily in-house guest

amenities replenishment

How do you monitor the daily in

house guest amenities

replenishment?

Keep a daily record of amenities

distribution by recording it

through the daily amenity report

form.

Check rooms and suites for

amenities and for special set ups (

for VIP 3 and VIP 4)

What time should you go to the

suite / room to check

consumption or condition?

What should you check in the

suite / room?

When do you change the

amenities?

In the morning after 10:00 am.

Consumption and condition of

amenities

On daily basis

Check rooms and suites for

amenities and special set ups ( for

VIP 1 and VIP 2)

What time should you go to the

suite / room to change the

amenity?

How do you change amenities for

VIP 1 & 2 ?

In the morning after 10:00 am

By removing the previous fruit of

the day bowl and change it with

the new fruit of the day bowl.

Replace set up Where should you place the set

up? As per specs for room type and

VIP category.

Remove previous set up

Refresh plates, cutlery and

napkins as occupancy and set up

specs.

Records replenishment done Where do you record the number

of the suite? In daily in-house amenities

replenishment report form.

Indicate in the report the time

when replenishment was done in

the room.

Return to In Room dining When do you return to the In-

Room Dining? After completion of all amenity

replenishment of all occupied

rooms.

Inform Manager or supervisor in

charge

Why must you brief the manager

or supervisor in-charge? To allow spot checks

To allow charging

To allow follow ups for those

rooms on DND.

Continuity What does this means? To ensure consistent standards

even on 2nd

, 3rd

and following

days.

Follow up checks on following

days



5 Present the bottle of wine to the

guest or host

How to approach the guest to

present the wine? “Excuse me Mr. Smith, May I

present to you your bottle of

Tasks: HOW TO SERVE A

BOTTLE OF REDWINE TO

THE ROOM

What are the steps?

Involvement

Standards

1

Ensure correct glasses are

placed on the trolley

What type of glass should be

used for red wine?

Wine glass

Spotless clean

Hold only at stem

2

Collect the bottle of wine that

has been ordered from the

dispense bar


collecting the wine?

Check the wine name to ensure

guest satisfaction

Temperature

Wine label is not torn or ripped

Check that the bottle is clean

Check the capt. order

3

Place the bottle of wine into a

cradle


using a cradle?

How do we prepare the bottle

of wine into the cradle?

Wine cradle is clean, polished

and in good condition

Place a triangular folded napkin

into the cradle

Place the bottle of red wine into

the cradle with the label facing

upward

4

Prepare the wine set up on the

trolley


selecting a trolley?

How do we place the red wine

in a cradle on the trolley?


glasses on the trolley?

How do we place a waiter’s

service cloth or napkin on the

trolley?

How do we place a wine

opener on the trolley?

In good condition and with

clean trolley cloth on top

Horizontally on the middle of

the trolley

Place the 2 red wine glasses on

a coasters in front of the red

wine cradle.

2 clean glass cover should be

placed on the wine glasses.

A clean, pressed napkin and

folded as pad is placed

horizontally in front of the wine

glasses.

A clean wine opener is placed

horizontally on top of the folded

napkin


“Cabernet Sauvignon 99” ?

All wine is presented from the

right hand side of the guest.

“ May I serve your wine

now?”

If the guest does not want to

be served ask him/her where

would they like the wine to be

placed.

6 Replace the wine on the trolley Why? To open the bottle on the

trolley

Face guest while opening

7 Holding the neck of the bottle

with your hand firmly cut the

foil below the lip

Where should the foil be cut on

the neck of the bottle?

Why should the capsule be cut

below the lip?

Below the lip of the bottle

with a clean cut

Use a standard hotel opener

To avoid the lead / plastic

coming into contact with the

wine.

8 Holding firmly the neck of the

bottle insert the corkscrew

firmly into the center of the

cork

Where should we hold the

bottle when inserting the

corkscrew?

Where should we insert the

“corkscrew” into the cork?

How far should we insert the “

corkscrew” into the cork?

Hold firmly by the neck

Use thumb to control helix

Into center of cork

Until it is inserted ¾ of the

way into the cork.

9 Utilizing the lever and using the

bottle lip as a leverage, extract

the cork slowly without

popping it. Be careful not to

break the cork.

How should the cork be

extracted?

What to do with the cork?

Slowly until ¼ inches from the

end of the cork take between

finger and thumb and extract

gently ensuring not to pop the

cork.

Present to the guest to

approve, “ Excuse me Mr.

Smith, would …..”

10 Wipe the neck of the bottle Why do you wipe the neck of

the bottle? To remove the debris /

sediment

Use the napkin and finger

11 The service cloth is folded into

a pad and placed into the left

hand, the right hand is free to

pour the wine from the bottle

What is the purpose of having a

cloth in your left hand To prevent drips of wine


12 Give a taste of wine to the

guest/host Pour only a small

amount of wine into the glass

for this purpose, from the right

hand side.

What is the purpose of pouring

a taste of wine for the host to

try?

What must you ensure when

pouring the wine

To check the wine is of good

quality

To check the guest preference

Bottle firmly held and twist

Label facing the guest

Neck of bottle does not touch


the glass

13 Wait for the guest / host

approval that it is to his

satisfaction

How will the host normally

indicate that the wine is to his

satisfaction?

He will say so

No / acknowledge

If guest disapprove the wine,

go back to in-room dining and

bring a new bottle of wine with

the complete new set up. Do

the sequence of service again

from the start.

14 Serve VIP first, then ladies &

gentlemen and the host last, ,

always commencing from the

host’s right and progressing anti

clockwise. Fill glasses 2/3 full

only. This leaves room for the

appreciation of the bouquet.

Twist the bottle as you

Which sequence should be

followed when serving guests?

How do we twist the neck of

the bottle when finishing

pouring?

What is the purpose of twisting

the bottle?

VIP first

Ladies next

Gentlemen next in order of

seniority

The should be served last

¼ twist clockwise

Catch the last drops of wine or

any drips

15 Waiter’s service cloth or napkin What to use for? Keep napkin in left hand to

catch drips after pouring.


Tasks: HOW TO SERVE A BOTTLE OF WHITE WINE TO THE ROOM


1




used for red wine?

Wine glass

Spotless clean

Hold only at stem

2

Collect the bottle of wine that

has been ordered from the

dispense bar




guest satisfaction

Temperature




3

Place the bottle of wine into a

cradle


using a cradle?


of wine into the cradle?

Wine cradle is clean, polished



into the cradle

Place the bottle of red wine into

the cradle with the label facing

upward

4


trolley




in a cradle on the trolley?





trolley?

How do we place a wine opener

on the trolley?



Horizontally on the middle of

the trolley

Place the 2 red wine glasses on a

coasters in front of the red wine

cradle.





horizontally in front of the wine

glasses.



napkin



7 When the guest sit down What is done when the guest Place the napkin over the guest

TASK: HOW TO SERVE

BREAKFAST – IN SUITE

SERVICE

What are the steps?

Involvement

Standards

1. Press the door bell How should you press the door

bell?

What must you announce when

pressing the door bell?

Refer to task breakdown on

how to knock on guest’s door,

ring the door bell and enter the

room

In Room Dining

2. Enter the guest room How should you greet the

guest when they open the

door?

Smile, maintain eye contact

“ Good morning, Mr. Smith”

How are you this morning?

May I come in to serve your

breakfast?

3. Ask the guest if you may set up

the dining table

Where should we ask the

guests if we can set up the

breakfast?

On the dining table

4. Place the trolley adjacent to table Where do we place the trolley? Adjacent to the table

5. Ask the guest if he would like the

curtain to be opened.

Proceed to draw the curtains if

guest gives positive response

How do we offer to draw the

curtains for the guest?

How do you open the curtains?

“Would you like me to draw

the curtains for you, Mr.

Smith?”

Pull by hand gently.

6. Transfer items to the table What is placed on the table?

How are place mats placed on

the table?

How is the table to be laid?

Table cloth or place mats.

Squarely – opposite each other

Follow standard set up

specification

The center of the table should

have an additional place mat

which will have all condiments

and bakeries

Fruit juices are placed on top

of the knife

Coffee/tea pots placed right

side next to coffee cup.

Cereals are placed in the

center of the place mat as they

are consumed first.

Milk next to the bowl


sits down?

What is explained to the guest

about the hot box?

lap

Offer to pour coffee/tea ( milk

etc. as per specification)

Explain food items and hot box

content; touch only with cloth

Serve the food immediately if

requested by guest

Show the guest how to open the

hot box and keep a cloth napkin

on the handle of the hot box for

guest to use.

8 Present the bill to the guest What is presented to the guest? The bill is presented to the guest

in the bill folder with a pen.

Ask the guest if you can return in

one hour to clear the equipment.

Wish the guest a good morning

and advise him – if he requires

anything else, “do not hesitate to

call”.

NOTE:

Some guest may not wish to be served breakfast, in which case you should set the table and explain the hot box procedure and clearance procedure. Then leave the room as quickly as possible, remember to have the check signed by the guest.

In some cases, guest may require the server to serve the entire breakfast. In this case the server is to remain

in the room to serve the food and clear as required.


Task: HOW TO SERVE

LUNCH / DINNER – IN

SUITE SERVICE

What are the steps?

Involvement

Standards

1. Placing the order Who arranges the details for

suites? The In Room Dining Manager

or supervisor talks to suite

guests and will pre-arrange

any requirements

2. Preparing for the room What is to be prepared for the

room?

How should we check we have

everything we need?

It is vitally important to ensure

every item of equipment

required is in the room. Once

the service starts you do not

have time to look for

equipment

Think through each course and

list the equipment.

Consider all possibilities even

for condiments.

3. Arriving at the room What else do you when you

reach the door? By the time all the equipment

is ready at the guests door. It is

too late to get anything else.

Because of this amount of

equipment, you may need 2

server with trolleys to deliver

equipment and set it up.

Press the door bell and

announce yourself

Smile and maintain eye

contact

Greet the guest, “ Good

afternoon / evening Mr. Smith,

how are you on this wonderful

afternoon / evening? “

Pull trolley straight in

Take care no to knock door

frame or mark the wall

Hold the door open and pull

the trolley in.

Once in the room arrange the

furniture if necessary. Such as

opening or closing drapes.

Turn all lights or lamps on.

Make sure you have access to

the table from all sides.

4. Setting the table and service

station

What order should the table be

set up in?

The table should be set up in

order of the menu. Starting

with the table cloth . As you

go through the setting up

procedure your service station

should also be set up, e.g.

Smoked salmon

Salt & pepper on table

Pepper mill on side station

Show plate on the table

Mise en place in pantry, etc.



What is the most practical way

of setting the table?

What do you do if you have

forgotten items?

What do you do when the table

and side station are set up?

Set the table according to

each courses, one at a time

and be sure you have

everything

Take note of all the forgotten

item and bring it back when

you bring the food.

You should not go back and

forth from the room. This

gives guests an impression

that we are unorganized and

unprofessional

Step back from the table and

side station and check the

appearance, is everything in

proper order, would a flower

arrangement make any

difference.

5 Setting up the pantry / bar What is to be set up in the

pantry?

How is it to be set up?

What is to be stored in the

refrigerator?

The pantry is to be set up as a

dispense bar for pre dinner

drinks and wine service

Food will be delivered to this

area

First items to be used should

be placed in front. If spirits

are displayed, glasses should

be laid out in front of bottles

and ice, tongs and fruit

garnishing laid out next to

them with bar tray in front.

All items possible such as

butter, milk, wine, beers etc.

6 Leaving the room What equipment is to be taken

back to In Room Dining?

What do you say to the guest?

Take as much equipments as

possible such as glass racks,

empty trays and trolleys

As you leave the room say

good bye to the guest and

advise him you will be back at

…pm. Ready for service.


7 Service procedure When do you go to the room? !5 minutes prior to service

time the main waiter should be

in the suite taking with him the

equipment noted on his pad.

With all suite dinners 1 waiter

will serve and 1 assistant will

help with bringing supplies

and returning soiled dishes.

30 minutes prior to service

any suite set up has to be

checked by In Room Dining


Manager or supervisor.

8 Pre-dinner drinks What should the waiter have in

his hand as he orders drinks?

What is offered with canapés?

How do you serve?

When will the host advise that

we are ready for dinner?

As guests arrive in the suite

the waiter is to offer them

drinks. He must have a drink

tray in his left hand. It is

advisable to prepare a

selection of drinks on the tray

(depending on the selection

the host wishes to offer)

Cocktail napkins

Canapés should be offered

from the tray held in the left

hand. Cocktail napkins are

held in the right hand. As the

guest takes a canapé, he

should be offered a napkin.

When all guests have arrived and time

approaches the pre-determined sitting

time. The waiter approaches the host

and asks him if he is ready to be seated.

9 Opening the red wine

(if applicable)

Why is the red wine opened in

advance?

At this time the red wine should be

opened to allow it to breath, and

placed on the station.

10 Sitting the guests

Who is the first person served

and who is the last?

As soon as the host is ready to

be seated light candles if any,

and have the white wine ready

to be serve. As guests sit down

pull out chairs and assist them

in sitting down.

An important thing to

remember always is that the

host is always last to be

served, VIP first then ladies.


11 Placing the napkins How are napkins placed down? Starting with the person on

the left hand side of the host,

From their left side with your

left hand pick up the napkin

and with your right hand

open the napkin into a

triangle and place it gently

across the guest lap.

Move clockwise around the

table finishing with the host.

12 Offering the white wine How is the white wine

presented? Hold the wine bottle in your right

hand with the label facing up.

Pour the host enough wine to

taste it and present the label

towards him, when he approves

the wine, (quality and

temperature) move clockwise

around the table filling each

person’s wine glass and finishing

with the host. Return the wine

bottle to the wine bucket. Then


go to the pantry to prepare to

serve the first course.

13 Serving the first course How is the first course served?

How do you serve suite style?

Ensure the food presentation is

correct (check with the chef)

You may now start serving

smoked salmon. This dish is

covered with a cloche in the

pantry, served without it.

Serving suite style the 2 waiters

must move into the room

together. Moving down each side

of the table. When they are in the

position, they place the meals

onto the table at the same time.

Serving from the right hand side

of the guest, place plate in front

of the guest: “Excuse me, please

Mdm/Sir, this is your …….”

Once all meals are on the table,

assist with the condiment and

sauces; monitor drink

consumption; serve bread and

butter.


Which item on the plate should

be closest to the guest? Ensure that salmon is item

closest to the guest.

14 Offering peppermill How is the peppermill offered? 1 waiter is to offer peppermill

as the other waiter offers

replenishes bread, dip, olive

oil or butter.

The peppermill is offered

holding a folded napkin in

your left hand with the

peppermill lying on it. Hold

the top with your right hand.

From the guest right hand side

hold the peppermill

approximately 10 cm above

the salmon and twist the top

grinding the pepper.

Normally the guest will tell

you when to stop. If you are

unsure, ask if they would care

for more.

Return the peppermill to your

station and recheck the

beverages.

The second waiter should now

be offering bread, dip, olive oil

or butter.

15 Offering bread How are breads offered? With a napkin folded squarely

placed on your left hand, place

the bread basket on top and

serve the guest from the left

hand side on the side plate or


B/B plate.

Your right hand has to hold the

tong.

The breadbasket should be

held just 2-3 cm above the side

plate.

Offer the guest “ May I offer

you our ……bread?”

When the bread offering is

done, the second waiter should

now return to the pantry and

collect the soup.

At this time the main waiter

should ensure the under liners

for soup are laid out ready in

the pantry and bread is ready

to be served again


16 Clearing the entree What you wait for before

clearing ?

How is the entrée cleared?

Where is the fork placed?

Where is the knife placed?

Using Ensure all guests have

finished before clearing

Clear the plates with your

right hand from the guest right

side. The first plate is placed

into your left hand between

your thumb and index finger.

Using cutlery on the plate

move any food stuffs to one

side. Place the fork at 1

o’clock on this plate with the

handle facing towards you.

Place the blade of the knife

underneath the middle of the

fork. The handle of the knife

facing 5 o’clock

The second plate is cleared

onto your left arm supported

by the base of your thumb, the

point of your little finger and

your wrist.

Take one step back from the

table and again using the

cutlery from that plate scrape

the food scraps onto the first

plate. This should be done in

one movement, not continuous

scrapping. Place the fork

above the first fork and the

knife with the other knife

under the handle of the fork.

This continues until all guests

are cleared. Place all the

clearance inside the pantry.

By this time the second waiter

should return to the pantry

with the soup.


17 Serving the soup How is the soup served? Soup is removed from the hot

and placed on the under liner.

Service is as for the 1st course.

Positioned between the guest

and the guest is to be served

from the right side.

Serve bread as before

Monitor beverage consumption.


18 Clearing the soup How is the soup cleared? Ensure that all guests have

finished soup before you clear.

The same clearance procedure

is done as in the first course.

The under liner is placed into

your left hand between the

soup bowl is placed on your

wrist, supported at the base of

your thumb, your little finger

and your wrist.

The soup spoon is left in the

bowl

When all guests have been

cleared rechecked wines, etc.

19 Serving the sorbet How is the sorbet presented? The sorbets are to be placed

on the under liner and

teaspoon placed on the side.

If a garnish is provided this is

placed onto the under liner

Serving procedure should be

the same as before, the waiters

standing between the guests

serving from the right side

only.

The teaspoon must be at 4

o’clock

Once the sorbet is served the

second waiter is to return to

the kitchen and collect the

main course. Depending on

the dish the chef may also

come to the room to complete

the dish and check

presentation.

21 Clearing the sorbet How is the sorbet cleared? When all guests have finished,

the sorbet may be cleared

starting with the person on the

host right.

Sorbet presentation is cleared

individually.

When the sorbet is cleared

place the dirty plates into the

pantry and prepare to offer red

wine.



22 Offering the red wine How is the red wine presented?

Who is the first and the last

person to be served with the red

wine?

Depending on the wine if the

wine has sediment it should be

decanted.

If it is a young wine it can be

left standing on the table on a

coaster or in a cradle.

As in white wine, the red wine

is offered to the host for tasting

and approval. When approved

continue serving clockwise

around table filling the red wine

glasses ( approx. 2/3 full)

finishing with the host.

If the guest do not want red

wine, leave the glass on the

table as you may offer it again

with cheese. If the menu does

not have any more red wine

courses you may offer to clear

the glass. Empty glasses to be

cleared onto a bar tray, taking

the glass by the stem.

At this stage prepare to serve

the main course

23 Serving the main course How is the main course served? The main courses are removed

from the hot box, sauces added

and salad or fruit garnish to be

added by the chef.

Ensure that the main item is at

6 o’clock on the plate

As for the previous courses, the

two waiters is to approach the

table and serve from the right.

Depending on the dish, sauces

and condiments may be offered.

What are the steps? Involvement Standard

24 Offering sauces or condiments How are condiments and sauces

served? The various items are to be

placed on to a silver tray in

bowls or dishes served from

the left and placed onto left

hand.

Ensure that each

condiments/sauces has the

appropriate serving spoon

This is offered from the left

hand side of the guest. The

guest may wish to serve

themselves in which the tray

should be held 2-3 cm above

the left hand side of the main

plate with cutlery pointing to

the guest. If you are serving

sauces , again hold the plate

close to the plate and serve

small amount.


Mustards should be served to

the side of main dish and

sauces served on one corner of

the main dish

Again the host is served last

Check wines again both red

and white

At this stage the second waiter

can return to the kitchen with

used equipment and collect the

cheese board and dessert.

25 Clearing the main course How is the main course cleared

and what items are cleared? When all guest have finished

eating you may clear main

course plates. Exactly the same

procedure as clearing for the

entrée. Also clear side plates

and knives not being used.

26 Crumbing down the table How is the table crumbed? Using a clean folded napkin

and a clean plate, from the

guest’s left lightly brush bread

crumbs off the table onto the

plate.


27 Preparing for cheese How do you prepare for cheese

service?

How is cheese served?

On a small silver tray collect

cheese plates and knives from

your station and place one plate

directly in front of each guest

and one knife to the right hand

side of each plate. This should

be done from the right hand side

of the guest

Before leaving the table clear an

area in the center of the table

large enough to fit the cheese

platter.

Place at least one knife and fork

on the platter for the guest to

self serve.

Moving to the guest left,

place the front of cheese

board on the table,

supporting the back with

your left hand. Ask each

guest “May I offer you a

selection of cheese, Sir /

Mdm?”

If the guest does not serve

himself you are to serve him

cutting a portion of the cheeses

and garnishing the plate.

When all guests have been

served place the cheese board in

the center of the table.

Leave the cheese board on the


table for at least 10 – 15

minutes before clearing.

Offer red wine again to all guest

28

Clearing the cheese

How is cheese cleared?

Clearance procedure is the same

as clearing an entrée.

When all plates are cleared,

remove the cheese board.

Using a small tray clear salt &

pepper shakers and butters

When cleared move the dessert

cutlery from the top of each

setting to the sides, fork to the

left and spoon to the right


29 Serving the dessert How do we serve the dessert?

What is prepared after dessert is

served?

How is dessert cleared?

How are ports offered?

Where are ports placed?

Place the desserts onto the

plates, check if the presentation

and garnish is correct, then

both waiters are to serve.

At this stage the second waiter

is to clear as much as possible,

i.e. dirty plates, unused

equipment, unused beverages

and glassware. This is returned

to the kitchen and coffee, tea

and hot water are collected.

At this time the main waiter can

prepare milk, cream , sugar,

ports and liqueurs as well as

coffee cups.

Fresh coffee and tea to be

served as per specification.

Clearance procedure is the

same as in clearing the entrée.

Coffee cups are placed onto the

table, directly in front of the

guest. Coffee and tea is offered

to each guest, pouring from the

right, the second waiter follows

offering milk and sugar from a

small tray which was pplaced

on the table.

Now offer port and sherry.

Men will normally drink port,

however ladies often prefer

liqueurs, so offer alternatives if

available. E.g. “Excuse me,

Mdm would you care for a

port? We also have some

liqueurs if you wish?”

Ports and liqueurs should be


placed above the right hand

side of the coffee cup.


30 Cleaning up Once coffee is served, what

equipment can be cleared

away?

Why should you keep your eye

on the guests?

When you return to In Room

Dining, what should you advise

the manager?

Additional coffee and liqueurs

should be continually offered

for the remainder of the lunch

or dinner

During this time all equipment

should be packed and returned

to the kitchen. The pantry area

is to be left spotlessly clean

When guest finish the lunch /

dinner, clear table and return

furniture.

Always keep your eye on the

guest, if they leave the room be

sure to be at the door to open it

and say good bye.

Before leaving the room, ask

the host “will there be anything

else Mr. Smith?”

Thank the guest, bid farewell

and depart

Inform the manager or

supervisor what beverages were

used to allow proper

accounting and also inform the

manager for any feedback

given by the guest.


Task: HOW TO SET UP TROLLEY ACCORDING TO ORDER


Trolley What to ensure? Good condition ,clean and all

parts secure and stable

Cover the trolley with the table

cloth

How should the linen be? Correct size, unsoiled, in good

condition and well pressed

Take the capt order slip What to do? According to the order carefully

plan your preparation

Prepare crockery, glassware and

cutlery

How?

What to ensure?

According to the Food and

beverage item specification

Clean, dry, un chipped and

polished

Prepare linen How? According to the food and

beverage item specification. E.g.

napkins, cocktail napkins etc.

Place crockery, glassware, cutlery

and linen on the trolley

How? Place everything neatly and

orderly to maximize space and

ensure speedy set up whilst in the

room

Prepare the hot box When do you prepare the hot

box?

Where do you prepare the hot

box?

For warm items on the food

order.

Place the hot box under the flaps

of the trolley

Beverage order preparation Where do you place the beverage

item?

Place the beverage item on the

trolley

Condiments and bread Where do you place the bread

and the condiments?

Place the bread and condiments

e.g. salt and pepper shaker on the

trolley

Collect foods items Where do you collect the food

items?

Where do you place the food

items?

From the kitchen

Cold food items place on the

trolley

Place warm food items in the hot

box

Check the items on the trolley are

according to the capt. Order.

What must we ensure? All food and beverage items are

in place according to the order or

guest preference

Check that all the operating

equipment, linen and bread are in

order




Task: HOW TO SET UP

EVENING TURN DOWN

AMENITIES

What are the steps?

Involvement

Standards

1. See how many evening turndown

amenities need to be delivered

Where do you find the

information pertaining to the

evening turndown amenities?

Why must you check the guest

in house reports by special and

special and the amenity

requisition given by the GRO?

On the guest in house reports

by special and special

generated from the Fidelio

and on the amenity request

form given by the Guest

Relations Officer.

To ensure all guest receive

their turn down

To know the room number

To see for any special

requests.

2. Collect set up Where do you collect the set

up?

What time?

At the pantry for cookies and

chocolate

In the afternoon as per

schedule

3. Prepare dish Where do you place the turn

down?

What time?

How many items do you place?

As per specification

As per schedule in the

afternoon

Clean, dry and not chipped

As per specs

4. Set the turn down on the trolley What do you use to transport

the turndown to the rooms?

What must you ensure about

the trolley?

What must you ensure before

leaving the In-Room dining?

Trolley

Table cloth clean and wheels

not wobbly or squeaking

Inform the manager or

supervisor where you are

going.

Take guest amenity report

with you for referemce.

5. Take elevator to guest floors Which elevator to use? Service lift

6. Push trolley to guest room How should you push the

trolley? gently

7 Ring door bell How many times should you

ring? Ring once and announce your

department:


again and announce again.


again and announce again.

8 Guest opens the door What should you say if the

guest opens the door? “Good evening Mr. Smith,

your turn down awaiting with

our compliments”


9 Set turn down in the room How should you ask the guest if

you can place the turn down

amenities inside the room?

What if the guests don’t want

you to enter his room?

“ Mr. Smith, may I place this

turn down on your table?

Hand over turndown to the

guest

10 Leaving the room What should you say to the

guest when leaving the room? Have a nice evening Mr.

Smith

11 Close the door How should you close the door? Slowly and gently

12 Guest is not in the room How should you enter the room?

What must you do when you

enter the room?

After ringing 3 times and there

is no response, open the door

using the amenity in charge

master key.

Open the door slightly and

announce yourself again

before entering the room.

Switch on the lights if it is

dark inside the room

14 Set the turn down amenity Where should you place the turn

down amenity? On the table Or as per

specification for this room

category

15 Leaving the room What must you ensure when

leaving the room? Don’t touch any of the guest

belongings

Switch off the lights

Lock the door firmly

Record what time you enter

the room and what time you

left the room in the amenity

report form.


Tasks: HOW TO SERVE A BOTTLE OF CHAMPAGNE TO THE ROOM


5

Prepare the champagne set up

on the trolley



How do we place the wine

bucket on the trolley?

How do we place the

champagne glasses on the

trolley?



trolley?



Place the wine bucket with the

champagne on the middle of

the trolley

Place the 2 champagne glasses

on a coasters in front of the

wine bucket.


placed on top the champagne

glasses.



horizontally top of the wine

bucket.

6 Present the bottle of wine to the How do you present the Remove the bottle from the ice


1




used for champagne?

Champagne flute or tulip glass

Spotless clean

Hold only at stem

2

Collect the bottle of

champagne that has been

ordered from the dispense bar




guest satisfaction

Temperature




3

Place the bottle of champagne

into an ice bucket


of champagne in an ice

bucket?

What is the purpose of filling

the ice bucket with ice and

water?

How should the bottle of wine

be placed into the ice bucket?

Wine bucket is clean, polished


Prepare ice bucket 2/3 full of ice

and water

Chill the champagne in the

bucket

Place the bottle of champagne

gently and angled to one side

4 Place a waiter’s service cloth

or napkin neatly over the top

of the ice bucket


selecting a waiter’s cloth?

How should the waiter’s cloth

be folded?

Clean

Pressed not crumpled

Folded as pad


guest or host champagne to the guest?

Why is the bottle of champagne

presented to the guest on the

folded napkin?


present the wine?

bucket using the right hand

Present the bottle to the guest

on folded napkin with the

label facing the guest.

So that it stands out better and

label can be read.

So that water won’t drip

“Excuse me Mr. Smith, May I


“Dom Perignon 99” ?




now?”




placed.

7 Replace the champagne into the

ice bucket.

Why? To open the bottle in the

bucket and maintain its

temperature


8 Holding the neck of the bottle at

an angle, cut and the foil and

remove it to expose wire hood.



Why should the foil be cut

below the lip?

Below the lip of the bottle

with a clean cut


with sharp knife

To expose the wire hood


9 Remove the wire hood of the

bottle

How do we remove the wire

hood of the bottle? Hold firmly by one hand while

keeping the thumb on top of

the cork

Loosen the wire hood by

twisting the wire loop

Remove the wire hood cork support

while keeping the thumb on top of the

cork.

10 Remove the cork without

creating a popping it


remove?


Hold the bottle firmly in one

hand while keeping the thumb

on top of the cork.

With the other hand, grasp the

bottle and twist the bottle

slightly, letting the pressure

force out the cork.

Present to the guest to approve,

“ Excuse me Mr. Smith, would

…..”



sediment








try?


quality



hand side. What must you ensure when

pouring the wine Bottle firmly held and twist


Neck of bottle does not touch the glass



satisfaction



satisfaction?

He will say so

No / acknowledge

If guest disapprove the champagne,


bring a new bottle of champagne

with the complete new set up. Do

the sequence of service again from

the start.













pouring?


the bottle?

VIP first

Ladies next


seniority


¼ twist clockwise


any drips






TASK ALL OUTLETS

1. Task: BAR TENDER


2. Tasks: HOW TO SERVE A BOTTLE OF WINE

3. TASK Waiter/Waitres

4. Task: GREETING THE GUEST/ ESCORTING GUEST TO THE TABLE

5. Task: SEATING THE GUEST

6. Task: HOW TO SET THE TABLE

7. Task: HOW TO PRESENT THE WINE LIST

8. Task: HOW TO TAKE WINE ORDER

9. Task: HOW TO PRESENT A GLASS OF WINE/ SPARKLING WINE

10. Task: HOW TO PRESENT A GLASS OF WINE/ SPARKLING WINE

11. Task: HOW TO SERVE A BOTTLE OF BEER

12. Task: HOW TO PROPOSE A DRINK TO THE GUEST

13. Task: HOW TO PREPARE A COFFEE

14. Task: PREPERATION OF ESPRESSO

15. Task: HOW TO CLEAR GLASSES

16. Task: HOW TO HANDLE AND POLISH GLASSWARE

17. Task: HOW TO HANDLE GUEST COMPLAINTS

18. Task: HOW TO HANDLE SPILLED LIQUID ON THE TABLE

19. Task: HOW TO PRESENT FORTIFIED WINE

20. Task: HOW TO DISPENSE BEVERAGE TO WAITER/ WAITRESS

21. Task: HOW TO USE A BLENDER

22. Task: HOW TO TOP UP WINE

23. Task: HOW TO SERVE COFFEE

24. Task: HOW TO PREPARE SPECIALTY COFFEE

TASK: BAR TENDER Standards

1. HOW TO SET UP A BAR PROFESSIONALY

THE SET UP is the first and most important thing every

bartender should know and do. In the morning you should

take the requisition form (prepared in the night) and go to the

storekeeper to collect your request, please remember to

control and count all your products before leaving the store.

When you arrive to your bar, as first you should put all the


fruits and vegetables (strawberries, carrots, celery etc.), the

white wines, the vodka, dairy products etc. etc. in the

refrigerator and then all other products. When you have

finished to do this, and I assume somebody else was doing the

cleaning (dust, floor, mirrors etc.) you can prepare the juices

that you will need for cocktails or by the glass. Finally you

should prepare the finger food or nuts, chips and the

decoration for the cocktails and drinks.

BOTTLES AND GLASSES. Remember the most attractive

bar is the bar with ideas that attract the people; most of the

times are “THEME BAR”, if you do not work in one of

them, than you must create one. Bottles, glasses, lights,

presentation and your touch will help you do that….. and of

course fantasy… One thing important is that, the more bottels

you put on display the better it is… because when the

customer arrive he can see already and help himself with the

choice, but of course it is much better if you suggest or

propose him what he may desire.

2. HOW TO MANAGE THE BAR –

ACKNOWLEDGE GUESTS

ORGANIZATION. That’s the key… you should be always

organized and ready in any occasion whether you have few

customers or you have the bar full, remember to be always

calm, fast, efficient, especially if you are busy…People can

see if you have the situation under control or you are in

trouble and so they can judge you and your ability behind the

bar. Please remember to be polite, and smile in any occasion,

and try always to address the people with their name (ex.

Mrs. Smith or Mr. Smith) or with MADAM OR SIR, tell

them about the new cocktail promotion or any other drink

may suit them.

Standards 3. AWARENESS OF COSTS

AND WASTAGE

BREAKAGES, WASTAGES AND COST CONTROL is

primarily for a good bartender. BREAKAGES unfortunately

happens, sometimes by chance, sometimes by carelessness, in

the first case there is not much we can do… but in the second

case you must definitely take action against people that

obviously do not care about what they do and so you must

teach them (e.g polishing the glasses, take the dust off the

bottles etc.etc.). WASTAGES is another important point

you should focus, especially the bottom of the bottles of

liquors, (a lots of bartenders tend to throw away the bottle

even if there is still a little bit of liquor inside) or when you

prepare the cocktails do not pour the ingredients in the mixer

or shaker from the bottle directly but use always the

measurer. As well with the fruit, vegetables, and dairies you

can keep them in the refrigerator for few other days, even if

they have been sliced (fruit and vegetables). Beverages

Costs and Selling Prices are fundamental for a bartender and

the business of the bar. In a well reputed bar, you should of

course have and display the best brands of liquors, beer etc.

Do not forget to check before you Buy anything, with

different supplier in order to see and evaluate the best deal for

you (and your business) also try to bargain the price the

supplier propose you (do not worry they will always make a

profit!!); One good proposal (in order to have a reduction of


the price) is that you offer him to buy a big quantity (eg. 400

Heineken) or a long term contract (e.g. 2 years supply of

Carlsberg). Remember if you buy CHEAP product and you

are running a FINE BAR, the customer will find our and you

will loose him. The SELLING PRICE is very important,

too low is not so good (for find bar) because high class

people do not mind to spend a little bit more, but they do

want to enjoy the drinks with selected people. Too high is

not so good because people can spend a lot of money 1-2

times a week (e. FRI-SAT), but definitely not everyday, and

then you bar during the week will be empty. So level you

selling price according to the market. Check or even better

try to have some wine and drink list from other Hotel’s bar of

the same grade (e.g. 5 star) and compare them, you will see

that more or less everybody in this business (5 star) have the

same selling price, so you should maintain the same level to

have good business, of course a little bit more or less will not

affect you much, but not exaggerated. Happy hours is very

important for a bar, because usually it is the time when

offices closes, and people go home… So usually the business

is very slow and one way to increase it is to offer them a good

deal, such as drink at a LOWER PRICE or BUY ONE and

GET ONE FREE. SLOW MOVING ITEMS is definitely

one of the proposals you should offer during HAPPY

HOURS or DRINK OF THE MONTH or WINE OF THE

MONTH. (e.g. red wine “Cabernet from Australia).

Standards

4. COCKTAILS TRAINING

Making Cocktail in an ART… everybody think they can make

cocktails but is not true. There are hundreds and hundreds of cocktails

in the world and it takes year and years of experience before you can

say you know how to do a good cocktail.

EQUIPMENT, MIXOLOGY TECHNIQUES, GLASSES

AND INGREDIENTS

This is the BASE every bartender, should know and have.

These are the equipment

tools you must have.

o The MEASURE/ JIGGER. The useful modern dual

– measure jigger measures both 50 ml and 25 ml (a

double and a single measure).

o SHAKER. The Shaker is the second most important

piece of equipment for bartender. The BOSTON,

SHAKER, half stainless steel, half glass, really

great for a stylish performance. Or the normal

shaker with the STRAINER and twist off cap.

o BAR-SPOON. With its spiraling handle, is useful

for stirring drinks and the gentle required for

layered drinks.

o BARTENDER’S FRIEND. Is a useful implement

that removes corks and bottle caps, and opens

CANS.

o MUDDLER. Is a wooden Pestle for Mixing or

Crushing Ice, Sugar Cubes, Lines herbs etc.

o MIXING GLASS. A Mixing Glass with strainer is

used for making drinks that are stirred, not shaken.

o ICE BUCKET. Ice tongs and Citrus Squeezer.


COCKTAILS TRAINING

Con’t…

.

MIXOLOGY TECHNIQUE

There are five basic ways of creating a cocktail:

o Building

o Blending

o Shaking

o Stirring

o Layering

1. BUILDING – The process of building a cocktail just requires

adding the measured ingredients to the appropriate glass with

ice, with perhaps a quick stir before serving.

2. BLENDING – This method involves pouring all the

ingredients into a blender, adding crushed ice and flicking the

switch.

3. SHAKING – This is the best thing for a bartender. Add the

ingredients to the shaker and fill it with ice. The shaking

movement should be sharp and fairly assertive, but do

remember to keep your hands on both part of the shakes and a

finger on the cap. The cocktail should be ready in about 10

seconds or when the shaker is cold. But remember drinks

containing egg white, cream and juice should be taken for

slightly longer.

4. STIRRING – Pour all the ingredients over the ice (in the

mixer) and stir until all is mixed and cold.

5. LAYERING – A technique used for drinks such as Irish

coffee.

GLASSES. The martini glass, the cocktail glass, the rock or

old-fashioned glass, the highball and the Collins, the shot

glass and champagne flute.

INGREDIENTS. VODKA, GIN, WHISKY, RUM,

BRANDY, TEQUILA, CHAMPAGNE. These are the main

ingredients for a cocktail bar and you must always be sure to

have them.

5. HANDLING GUEST COMPLAINTS

One thing every, bartender should do is try a little bit of the

cocktails he makes, so you learn how to make a good one and

in the same time avoid the complaint from the customer,

saying the cocktail is not good. Another complaint quite

often done t a bartender is about the juices, either smelly or

watering, in the first case the smell can be given by the

container open for a long time or, because you keep them

NOT in a cool place (refrigerator) or simply because they are

too old, the second case is because you keep them too long or

because you add too much water. Remember when you SAY

OR WRITE FRESHLY SQUEEZED JUICE. DO SERVE

THEM FRESH. People can tell the difference. Think if you

were the customer would like to be tricked? In all these

cases, for cocktail, Juices and wine (corky), do not argue with

the customer simply make him a new drink, he’ll be happy


(everybody can do a mistake…) and he’ll return.

6. UPSELLING – SUGGESTIVE SELLING

The most important thing for a bartender is his personality.

That is already half of the job have a successful bartender.

The bartender must be a good entertainer knows how to

SERVE, CHARMING and know how to CONSOLE the

clientele. Prepare a nice and attractive BAR LIST,

RECOMMEND. The promotions and Suggest the Drink

suitable for the moment (e.g. if it is lunch time you do nor

want to suggest a heavy wine or strong cocktail).


Tasks: HOW TO SERVE A

BOTTLE OF WINE What are the steps?

Involvement

Standards

1

Mise en place

What type of glass should be used

for champagne , red wine , white

wine and water

Champagne flutes

Red Wine glass

White wine glass

Water glass

2

Bring the wine list to the customer

and suggest the wine .

Always reccomendthe wine that

match the food


guest satisfaction

Temperature




3

Place the bottle of red wine into a

cradle and white wine in the ice

bucket .

What should we check when using

a cradle?

How do we prepare the bottle of

wine into the cradle?

How to open a bottle in the ice

bucket .

Wine cradle is clean, polished and

in good condition


into the cradle

Place the bottle of red wine into the

cradle with the label facing upward

Show the wine to the customers , to

make sure that is the correct wine

he has ordered .

Cut the the edge with the

corkscrew , then place the spiral in

the center and twist the corksrew ,

not the bottle , make sure you don t

reach with the point the bottom

otherwise part of the cork will fell

in the wine .

Smell the cork to see if the wine is

good , if so pour gently a little bit

in the glass of the customer , so he

can try it . ( Usually this operation

is made by the sommelier in the

taste de vin ) .

Eventually serve the wine in the

gleass approximately half or ¾ of

the glass .

For champagne and white wines ,

apply the same procedure , but

open the bottle in the ice bucket

and have always a folded napking

around the bottle because being in

the bucket is wet.

4


trolley or on the table .



How do we place the red wine in a

cradle on the trolley?





trolley?

How do we place a wine opener on

the trolley?

In good condition and with clean

trolley cloth on top

Horizontally on the middle of the

trolley

Place the 2 red wine glasses on a

coasters in front of the red wine

cradle.



A clean, pressed napkin and folded

as pad is placed horizontally in

front of the wine glasses.



napkin



1 Present the bottle of wine to the

guest or host


present the wine?

“Excuse me Mr. Smith, May I


“Cabernet Sauvignon 99” ?




now?”




placed.

2 Replace the wine on the trolley Why? To open the bottle on the

trolley


3 Holding the neck of the bottle

with your hand firmly cut the

foil below the lip



Why should the capsule be cut

below the lip?

Below the lip of the bottle with

a clean cut


To avoid the lead / plastic

coming into contact with the

wine.

4 Holding firmly the neck of the

bottle insert the corkscrew

firmly into the center of the

cork

Where should we hold the bottle

when inserting the corkscrew?

Where should we insert the

“corkscrew” into the cork?

How far should we insert the “

corkscrew” into the cork?

Hold firmly by the neck

Use thumb to control helix

Into center of cork

Until it is inserted ¾ of the

way into the cork.

5 Utilizing the lever and using the

bottle lip as a leverage, extract

the cork slowly without popping

it. Be careful not to break the

cork.


extracted?


Slowly until ¼ inches from the

end of the cork take between

finger and thumb and extract

gently ensuring not to pop the

cork.

Present to the guest to

approve, “ Excuse me Mr.

Smith, would …..”



sediment


7 The service cloth is folded into

a pad and placed into the left

hand, the right hand is free to

pour the wine from the bottle

What is the purpose of having a

cloth in your left hand To prevent drips of wine







hand side.



try?

What must you ensure when

pouring the wine


quality


Bottle firmly held and twist


Neck of bottle does not touch

the glass



satisfaction



satisfaction?

He will say so

No / acknowledge

If guest disapprove the wine,


bring a new bottle of wine with

the complete new set up. Do

the sequence of service again

from the start.













pouring?


the bottle?

VIP first

Ladies next


seniority


¼ twist clockwise


any drips



TASK Waiter/Waitress Standards

1. GENERAL KNOWLEDGE WHAT THE CUSTOMER EXPECT FROM THE


WAITERS? SMILE and nice attitude, good and Friendly

Service; the waiter should understand when they can

interrupt a conversation between clients, or sometimes if it

is a business lunch and they do not want to be bothered

CUSTOMERS RIGHTS. The customer is coming to the

restaurant and he/she want to enjoy the time out. It is very

important to keep our problems OUT of WORK!! The

customer is not interested in our problems and he want to

see a good atmosphere and not somebody in a bad mood

WHAT ARE YIU ACHIEVING WITH YOUR

SERVICE? A happy customer definitely will come back,

and most of all, he will tell his friends about you and the

good service received at your restaurant

HOW AND WHY YOU SHOULD MAKE THE

RESTAURANT PROFITABLE? For a simple reason:

Three golden rules to remember!!! Good Food – Good

Service and Good Marketing, this combination maintain a

regular customer and then find a new one, if the restaurant

dies well, you can be sure to keep your job for a long time,

and also, you can have a future career, remember it is much

easy to apply for a job coming from a successful restaurant,

than one that is not. Also, do not forget that the more

clients you have, the more tips you will make at the end of

the month

MENU AND WINE LIST. The most important thing for

a waiter (besides the service), is to know the menu and the

wine list. The customer, when going out to dine, expects to

see and hear professionals and that is WHO YOU ARE!

You should be able to recommend and explain every single

dish of the menu as well as you should be able to suggest a

perfect wine to match the dish

2. SERVICE SEQUENCE –

EFFICIENCY THE CUSTOMER ARRIVE TO THE

RESTAURANT…AND THEN GO. The first thing to do

is to greet them by their name (if you do not know, look at

the reservation list!!) e.g. Good Morning, Mrs. Smith, Mr.

Smith. How are you today? (wait for the answer and then

say…) Please let me walk you to your table…After that,

you remove the chair and you help them to sit down.

Remebert o help always the ladies first. Then you unfold

the napkins and after, you give them the menus. Please

remember to ask them if they want an aperitif before

suggesting the Wine List. Now you can tell them the

SPECIALS of the Day prepared by the Chef. Give them

some time then go to take the order. After that, bring the

order to the kitchen and go back to do the Mise en place,

according to what they have ordered before serving. E.g.

your Salmon, Mr. Smith or your pizza, Mr. Smith. After

they finished the main course, do not forget to clean the

table before you set it up for deserts. Ask if they want

coffee or tea and let them enjoy their meal. After they ask

for the bill, do not forget to ask how was their lunch /

dinner and thank them for being at your restaurant. When

they leave, help them to stand up from the chairs and say

goodbye to them with the same smile you had during all

service

Standards


3. PRESENCE AND POSTURE IN

THE RESTAURANT / BAR

WHAT TO DO WHEN YOU ARE NOT SERVING.

TRY to be always composed; do not shout (level your

voice). You should be always neat and tidy, as well as

your uniform, do nor forget, you REFLECT the

Hotel/Restaurant Image

4. HANDLING GUEST COMPLAINTS

VERY IMPORTANT. NEVER AGREE OR

DISAGREE with the customer and remember that most of

the times, if the customer complains, he must have already

decided (in his mind) that he is right. Sometimes,

complaints can be very difficult to handle for a waiter

especially if you do not have a lot of experience. But do

not be scared, there is a fast solution…try immediately to

sympathize with the client and after that, call your

supervisor or manager, possibly do not go away but try to

listen and remember how the supervisor handled the

problem…do remember that the faster you learn, the

sooner you can be promoted

5. UPSELLING SKILLS VERY EASY. Be prepared to have a nice smile and try to

recommend food and wine to the customers…Remember if

the client sees that you are very well prepared, he will

TRUST YOU and that is the KEY , trust, if you gain that,

you can sell him whatever you want and of course, your

manager will be very pleased

Task: GREETING THE GUEST/ ESCORTING GUEST TO THE TABLE


1. Guest will be approached by

the hostess of the staff member

closest to the entrance.

When greeting the guest stand

straight and maintain eye

With eye contact and a

smile lead the guest to hi/

her table with phrase as:

Please come this way Mr./

Mrs.….

May I escort you to your


contact.

The guests should receive a

friendly and cheerful smile and

a genuine greeting (use the

warmest way with open arms

and blow slighty)

Greet the guest by saying

“Good Morning/ Afternoon/

Evening, sir or madam (if you

know the nameof the guest use

it) welcome to Al Fanar

table Mr./ Mrs.

The waiter/ hostess will

lead the guests to the table

using the most direct

available route.


never go more than 3 feet a

head of the guest.


verbally interact with the

guest using name whenever

possible.

Task: SEATING THE GUEST


1. Every guest will be

accompanied to the table

Stand 9” to 12” behind guests

chair

Keep left leg behind and right

leg forward touching the chair

back with right knee (distance

between both the feet should be

of the length of one shoe)

Hold the chair with both hands

from the side of the back

Lift the chair 1” to 1.5” from

the ground and pull back. Let

the guest go in.

As the guest is sitting, move the

chair forward till it is

comfortable for the guest and

rest the chair on the floor

All ladies will be assisted in the

seating procedure and age

before beauty applies.

Staff of adjoining station will

assist with seating procedure if

required and if applicable.

Task: HOW TO SET THE TABLE


1. Check table and chairs

What to ensure? Wiped/ clean/ not dusty.

2. Pick up cutleries and

chinaware from the side

station with tray.

How do you know which

cutleries/ chinaware to pick

up?

Appropriate cutleries and

chinaware for particular meal

period (i.e. breakfast, lunch and


dinner).

3. Select cutleries and chinaware How should cutleries and

chinaware be?

Cutleries and chinaware should

be spotlessly clean, no dirt and

watermarks.

4. Set table How do you set table? As per photograph specification

setting per meal period.

5. Verify against photographs

specification for the meal

period.

Why must you check against

photographs? Any question?

Table setting in accordance to

specification.

6. Busy period What must you ensure? Table setting mise en place.

Place mats, napkins, chinaware

and cutleries on stand by

prepared for easy setup.

Task: HOW TO PRESENT THE WINE LIST


1. Preparation What should you always have

before presenting the wine

list?

What is the standard when

presenting the wine list?

Wine list stand by

Not torn

Clean

Captain’s order book

Ball point pen

Present wine list to the host

guests or to the guest who

requested it.

2. Approach the guest Which guest do you present

the wine list?

From which side do you

approach the guest?

To the host guest or guest

who requested it.

From right had side of the

guest.

3. How do you present the wine

list?

How do you present the wine

list?

What do you say when you

present the wine list?

Facing the guest.

In right had held on right

side.

From right had side of the

guests.

Excuse me please madam/ sir

our wine list may I

recommend…. Or …

Know your product!!!

Task: HOW TO TAKE WINE ORDER


1. Preparation What should you always have

in your pocket before taking

the wine order?

Captain’s order book

Ball point pen

Standard wine opener

2. Approach the guest Which guest do you approach

first?

Host guest or guest who asked

for the wine list.


3. Take wine order. What do you say when you

take the wine order?

Any question?

Excuse me Madam/ Sir may I

take your wine order please?

Stand straight, facing the guest.

Recommendation Captain/

Manager only may I

recommend ….. or….

4. Repeat order How do you repeat the guest

order?

One bottle of Mondari

Chardonnay 1987.

Task: HOW TO PRESENT A GLASS OF WINE/ SPARKLING WINE


1. Pick up wine/ sparkling wine. Where do you pick up the

wine/ sparkling wine?

Where do you hold the glass?

From the service bar or

bottle bucket.

Loosen the cork at this point

in time.

2. Place on the tray Which kind of tray to use?

How do you place the bottle

and glasses on the tray?

What else do you need to

prepare?

Round stainless steel tray

mat.

Place bottle in the center of

the tray.

Coaster if necessary.

3. Carry a tray. How do you carry a tray?

In left hand balance by right

hand.

4. Approach the guest. Which guest do you approach

first?


approach the guest?

Any question?

VIP first, then ladies

From right hand side of the

guest.

“Excuse me madam/ sir your

(name of the wine).

Task: HOW TO PRESENT A GLASS OF WINE/ SPARKLING WINE


5. Place the coasters. Where do you place the

coasters?

On right had side in frony of

guest if necessary.

6. Place wine/ sparkling wine

glass.

How do you place the glass?


In the center of the coaster if

necessary.

Gently

May I pour your wine, sir?

Serve from the right hand

side.


7. Serve wine What else do you say to the

guest?

How much do you pour?

Enjoy you wine madam/ sir

Wine glass only half full.

8. Return bottle Where do you return the

bottle?

Any question?

Trainee does so far.

Service bar in bottle bucket

9. Control Who shall control the stock Bar attendant together with

Outlet Manager

Task: HOW TO SERVE A BOTTLE OF BEER


1. Enter the room with the beer

and a glass, complimentary

snack and cocktail napkin on a

tray and have your waiter’s

friend on you.

How should the beer be?

How should the glasses be?

Cold in a clean bottle

Standard glass, clean, dry

and unchipped.

2. Place the tray gently onto the

table

Where?

As per guest request.

Keep on round tray.

3. Ask the guest if he would like

you to open the beer.

Why?

In case if the guests wants to

drink it later in which case

it won’t get flat. (there is a

waiter’s friend for the guest

in his room).

4. Should the guest want you to

open the beer, do so.

How? Gently so as not to spill.

5. Pour the beer into the glass How? Carefully do not touch the

tip of the glass with the

bottle. Make sure that the

foam is nor more than a half

inch from the rim of the

glass.

6. Place the cocktail napkin and Where? Beside the beer.

Task: HOW TO PROPOSE A DRINK TO THE GUEST


1. Approach the guest’s table When do you approach the

guest?

When the drink in the glass is

running to ¼ low.

Whenever guests indicates.

2. Excuse yourself to guest E.g. excuse me sir/ madam,

Mr/ Mrs.

Be polite, smile cheerfully.

3. Offer guest another drink. What can you say to the guest?

E.g. may I serve you another

….. or shall I refill your glass


sir/ madam or may I offer

you another drink.

Do not

Another drink again sir/

madam

If guest wants to see a menu

offer the beverage list.

If guests needs help, give

alternatives …or.

Task: HOW TO PREPARE A COFFEE


1. Personal Hygiene/ Safety What must you ensure about

your had before handling the

equipment?

Clean and dry.

2. At the coffee machine. What must you check before

operating a coffee machine?

Switch has to be on at all

times.

Hot water is ready and

available.

Not to waste to much time

3. Select coffee filters. Which type of coffee filter do

you need to use?

What do you have to check

when selecting the coffee filter?

Large size

Clean and new.

4. Select coffee. What kind of coffee do you

have to use?

What you have to ensure when

selecting the coffee?

Clean and new.

Powder filter coffee (Hyatt

blend)

Fresh and dry.

5. Place coffee filter in brecoev

(machine)

What do you have to check

when putting the coffee filter?

Properly placed.

Task: PREPERATION OF ESPRESSO


1. Place demi-tasse cup. Where do we place the cup? On drainage rack.

Directly underneath filter

hole.

2. Press espresso button to start

water to pass through.

How do we press the button? Only takes a few seconds to

pass.

3. Place demi-tasse cup on demi

tasse saucer.

What must we ensure before

placing the cup on saucer?

Ensure no spills on side of

demi-tasse saucer.

Place demi spoon above the

toop side on saucer.

4. Cookies What has to be ensured? Standard cookie


5. Serve espresso What is your standard Serve with warm milk and

sugar.

Task: HOW TO CLEAR GLASSES


1. Check the guest has finished. How do you find out if guest

has finished?

What should you avoid?

After asking the guest for

another drink.

Do not clear if drink is half

or less.

2. Clear from the right hand side

of the guest.

Which hand do you use to clear

glasses?

Using your right hand

Clear counter-clock wise

Excuse yourself first, may I

clear please?

3. Pick up glasses with right

hand

What must you be careful of?

What should you use to clear?

Quietly and carefully.

Use round service tray.

Use left hand in carrying

tray.

4. Clearing Where do you clear the glasses

to?

Side station tray

Ensure clearing of tray

regularly in the kitchen.

Task: HOW TO HANDLE AND POLISH GLASSWARE


1. Pick up glassware from shelves

at dishwashing area.

What should you check? Ensure glasses are in glass

racks

Have been washed.

2. Deliver them to the polishing

area using glass rack.

What must you be aware of

when delivering?

Handle glass racks

carefully.

Do not shake/ jolt

excessively.

3. Prepare hot water in plastic

pot.

How should the water be?

Water to be boiling/

steaming hot.

4. Steam glasses over hot water

before polishing them with

glass cloth.

How is cleaning carried out? Invert glasses upside down

over steam.

Polish clean thoroughly with

cleaning cloth.

Do not use cleaning cloth of


napkin

No chips/ cracks.

No lipstick/ fingerprints.

Task: HOW TO HANDLE GUEST COMPLAINTS


1. Talk to the guest What do you say? Greet the guest by name.

Get details on problem

How may I help you?

2. Listen to the guest. What must you be aware of? Do not interrupt the guest’s

conversation/ complaints.

Let the guest “release

steam”.

Take the guest aside to a

quiet corner.

3. Apologize to the guests What can you say?

Any question?


Please accept my apologies.

I apologize sir.

I deeply regret this has

happened.

4. Show concern How can you show that you are

concerned?

Why do you propose?

Mr. John, what I planned to

do is..

Would agree if I….

I would like to ..


5. Thank the guest. How can you thank the guest? Thank you for telling us Mr.

John.

Thank you for bringing this

to our attention.

I am very glad you brought

this to our attention.

6. Take immediate action What has to be done

immediately?

What has to be done short

term?

Follow up promptly on the

course of action you intend

to take.

Notify the supervisor

immediately.

7. Follow up What can be done to ensure

that the guest will return?

Ensure good service for the

rest of the guest stay.

Give FOC items. Deduct

from bill

Collect business card and

contact the guest for follow

up. Issue voucher/ Invite


the guest.

Task: HOW TO HANDLE SPILLED LIQUID ON THE TABLE


1. Approach the guests. What to say? Excuse me madam/ sir sorry

for the inconvenience caused.

Smile let me take care

2. Waiter remove the linen and

equipment from the table.

How to do it? Place a tray on left hand.

Pickup the place mat and

equipment with right hand.

Ensure that the liquid does

not drip on the guest.

Slowly and carefully.

3. Wipe the table. How to wipe the table? With a clean wet cloth.

Slowly and carefully.

Wipe the table again with

dry cloth.

4. Place back the equipment and

linen on the table.

What to check?

(Always remember to offer the

guest to move to a new table)

Offer to replace the drink.

Ensure that the table is dry.

Replace the linen.

New set of equipment (table

seating)

5. Guests belonging What has to be done? Refer to your supervisor

Arrange whatever necessary

(dry cleaning etc..)

Task: HOW TO PRESENT FORTIFIED WINE


1. Pick up fortified wine. Where do you pickup the

fortified wine?

Where do you hold the glass?

From service bar

By stem

2. Place on tray Which kind of tray do you use?

How do you place the drink on

the tray?

What else do you need to

prepare?

Round stainless steel tray.

In the center of the tray.

Coasters if necessary

Cocktail napkin.

3. Carrying a tray How do you carry the tray? In left hand balance by the

right hand.

4. Approach the guest. Which guest do you approach

first?


approach the guests?


VIP first, then ladies.

From right hand side of the

guest.


5. Place the coasters Where do you place the

coasters?

On the right hand side in

front of the guest.


6. Place the fortified wine glass

on the coasters

How do you place the fortified

wine on the coasters?

What do you say to the guests?

In the center of the coaster.

Gently

Excuse me please, madam/

sir this is you port wine.

7. Place the cocktail napkin Where do you put the cocktail

napkin?

What else do you say to the

guests?

Any questions?

(Trainee does so far)

On the right hand side of

the fortified wine glass.

8. Glassware to be used What glasses are to be used for

sherry port?

Port/ Sherry glass as per

recipe standard.

Task: HOW TO DISPENSE BEVERAGE TO WAITER/ WAITRESS


1. Receive bar printout from the

bar printer.

What must you check when you

receive it?

Check the quantity and

special instruction.

2. Prepare and mix the drink How do you know you have

mixed a good drink?

Correct recipes.

Correct portion.

Correct glassware.

Correct standards

Refer to you recipe book.

3. Place all the drinks on top of

the bar counter for waiter/

waitress to pick up.

How to avoid the waiter/

waitress from picking up the

wrong drink at the dispensing

area.

Any question?

(Trainee does so far)

Place the drink s accordingly

and apart from the others.

Keep the bar printout with

the drinks and (if in doubt).

Check with captain order of

staff.

Task: HOW TO USE A BLENDER


1. Select blender What must you observe when Clean


selecting a blender?

No bad odour

Good condition

2. Fill in ice What type of ice to use?

What is the amount of ice

required?

Crashed ice

As per order

3. Pour in ingredients into the

blender.

What are the procedures you

should observe?

Less expensive items to pour

first.

Expensive items to pour last

(if any)

4. Close the blender What is the procedure you

should follow?

Should be firmly closed.

5. Blend the cocktail How long do you require? Normal - about 20 seconds

Frozen – about 15 minutes

6. Pour into glasses How should you do it? Pour carefully.

Task: HOW TO TOP UP WINE


1. Approach the guest table and

uplift the bottle of wine.

How do we do this?

Pick up right hand

White wine

Rose wine from wine cooler

Champagne form wine cooler

Red wine – wine coaster

2. Top the glasses What is the procedure?

Who do we serve first?

How much should we serve?

What do you day?

Serve as previously

WIP first the ladies

2/3 glasses

My I refill your glasses Mr/

Mrs/ please/

3. If there is insufficient wine

approach host with empty

bottle and ask if he would care

for another bottle.

How do you ask the guest?

How do you approach host?

Sir/ madam would you care

for another bottle of (name of

wine and vintage)

Quietly, directly.

4. If guest request another bottle

follow procedure.

Any questions, trainee does so

far.

See procedure for re-order of

the same wine.

Task: HOW TO SERVE COFFEE


1. Taking orders How do you take the orders

for coffee?

What type of coffee do we

serve?

What blend of coffee?

Excuse me, madam/ sir may

I take your order please?

Would like to have any e.g.

Ristretto or latte cappuccino

or espresso, coffee mocca,

macchiato or regular

Coffee, coffee float, iced


coffee may I repeat, please?

Our very own blend.

2. Condiments What do we serve the coffee

with?

We serve our coffee with

warm milk, is this fine with

you?

3. Beverage recommendation What up selling technique can

be used with coffee?

What cognac, liqueurs and

specialty coffees do we served?

Offer cognac for male guest

Offer liqueur for females

Recommend specialty coffee

such as Irish, French,

Italian.

4. Food recommendation. What can be recommended? Cake and pastry items.

5. Preparation What do you need to prepare

to serve coffee?

Round tray.

Round tray mats

Coffee cup, saucer and

coffee spoon

Milk jug, sugar container

Cookies

Clean and dry

Not chipped or stained

6. Prepare Coffee Where do you prepare the

coffee?

In the pantry

Freshly brewed and hot


7. Place equipment on tray Where do you place the coffee

pot?

Where do you place the rest of

the equipment?


Next to the coffee pot.

8 Carry try How do you carry a tray? Check it completely before

serving.

9. Approach guest table Which guest do you approach

first?

From which side you approach

the guests?

VIP first, then ladies

From right side of guests

10 Place sugar bowl Wher do you place the sugar

bowl?

In the center of the table

11 Place the milk jug Where do you place the milk

jug?

On the right hand side of

the sugar bowl. Handle

towards the guests

(4 o’clock)

12. Place coffee cup and teaspoon

on coffee cup saucer

When do you place the coffee

cup and teaspoon on coffee cup

saucer?

How do you place the

teaspoon?

While still on the tray in left

hand

On right hand side of the

coffee cup with handle

towards the guests (4

o’clock)

13. Place coffee cup teaspoon and

coffee cup saucers in front of

the guests.

How do you place coffee cup,

teaspoon, coffee cup saucers in

front of the guests?

In front of the guest.

From right side of the

guests

Coffee cup handle at 4

o’clock, teaspoon handle

facing the guest on the right


hand side at 4 o’clock.

14. Pour the coffee How do you pour the coffee?


Slowly

In center of the coffee cup

From right side of guests

Excuse me, madam/ sir your

coffee, may I pour for you.

Task: HOW TO PREPARE SPECIALTY COFFEE


1. Select liqueur glass What should we check for? Clean, unchipped, not

cracked

2. Heat the glass with the

steamer

Why should we heat the glass?

How long do we heat the glass?

Warm it up

30 seconds

3. Empty any water from the

glass

How do we empty the water? Pour it away.

4. Place 1 ½ teaspoons of brown

sugar into the glass.

How much sugar do we place

into the glass?

1 ½ teaspoons

5. Pre pour a measure of Irish

whisky and pour into the

glass.

How much whisky should be

poured?

One measure of 30 ml (as per

recipe)

6. Place the teaspoon into the

glass and pour the black

coffee.

Why is a teaspoon placed into

the glass?

How much coffee should be

poured?

Conduct the heat

Within 1 12 inch of top.

7. Pour double cream slowly

over the back of a spoon on

top of the coffee.

What type of cream should be

used of any Irish coffee?

Double cream

8. Place the glass onto a try and

serve to the guests from the

right hand side

How should the Irish Coffee be

served?

Serve on a tray from the

right hand side

Glass and underliner with

spoon

9. Napkin How should we place the

napkin?

Cocktail napkin

10. Cookie What do we serve it with? Standard cookie

11. Other recipe What other coffee do we offer? Royal Coffee, Gaelic Coffee

etc…


9. TRAINING

Training is a very important factor in achieving correct attitude and professionalism in our kind line. It is therefore

mandatory that you conduct and attend training designated for you. Failing to turn up for training or hold a training

session will result in written reminders and finally in written warnings. Please find below a sample of the monthly

training schedule as well as the attendance form that you are required to fill in for each training held or attended.

Trainees in the Food and Beverage department will receive basic training during their first month. All senior staff

are to ensure that the trainees have received training in the above mentioned tasks using the form you see below. At

the end of their training period they will be graded according to their performance in the hotel.


TRAINING ATTENDANCE

DATE

LOCATION

SUBJECT

TRAINER

ATTENDED BY DEPARTMENT

1

2

3

4

5

6

7

8

9

10

11


12

13

14

This form should be filled in at the end of EVERY training session


TRAINEES TASKS TRAINING TRAINER

TASK TRAINED TRAINED DATE BY 1 2 3 4 5

Maintaining a professional appearance Communicating during service

Preparing and serving cold towels to the

guests Folding napkins

Handling of flatware and chinaware in the

restaurant Handling & polishing

glassware Refilling of salt and pepper

mills Refilling the sugar bowls

Setting up the service station

Handling light/small/medium and large

trays Loading and unloading

trays Greeting the guests to the restaurant and escorting them to their

table Seating the guests

Breaking the napkin for the guest

Offering a pre-meal drink

Adjusting the table for the correct number of

guests Presenting the menus

Service of pre-meal

drinks Serving water

Taking the food order

Bread roll service

Setting up the cutlery in accordance to the order

Preparing red, white, rose and sparkling

wine Presenting & opening red, white and rose

wines Opening champagne

Pouring wine

Assembling and picking up food

orders Serving food orders

Serving sherbets

Clearing of tables

Crumbing the table

Taking and serving dessert

orders Offering tea or coffee at the end of the

meal Serving plunger

coffee Serving complimentary cookies / petit

fours Presenting the bill

Thanking the guest

Presenting cigarettes

Lighting cigarettes for the

guests Changing of ashtray

Preventing an accident

Suggestive

selling

GRADE

sop manual food & beverage department

Documents