Task 19: How to present a menu to the guests • Pre-open the menu starting with the appetizers/beginning of the menu and present politely. • Choose the right position from the right hand side and distance in front of the guests - not too close, not too far. • Speak clearly. • Present the menu to the ladies first, then only to the gentlemen and the host last. • Use up-selling technique skills at all times. • Present the chef’s creation for the day, but avoid using words such as ‘chef’s special of the day’. Task 20: How to suggest menu items/offer assistance in explaining the menu • Know your menu with the appropriate explanations as perfectly as possible. llhkllll
555 • Use up-selling technique skills at all times. • Present the chef’s creation, but avoid using words such as ‘chef’s special of the day’. • “May I suggest to you our Chef’s creation consisting of x, y, z…” • “The “xyz” consists of ….” Explain the ingredients of that particular dish, which is the creation of the chef and methods of cooking in a tantalizing manner. Task 21: How to take an exact food order • “May I ask if you have already made your choice?” • Choose the right position and distance in front of the guest – not too close not too far. • Speak clearly. • Always keep eye contact with the guest.
• Use up-selling technique skills at all times. • Note down the guests’ choices on the captain order. After the guest has chosen the item state “Excellent choice” • Repeat the order chronologically to each guest. Articulate well in a clear and concise tone. • Any special request must specifically be repeated, for example: “Beef medallions, medium rare, with extra sautéed vegetables etc…” Task 22: How to take an order from a large table • Apply the right distance and location from the guest. • Ask individual needs and requirements. • Guest-by-guest lean towards them, keep the right distance and note down their requirements. Adi/difthtbliththtbhtbild
556 • A drawing/design of the table with the seat number has to be previously arranged. • Guest requests are noted down on the drawing following the right seat numbering. • At the time of serving courses this will eliminate asking guests who is getting which order, that simply will means that you do not know what you are doing as a service provider. Task 23: How to repeat the guest’s order for verification • Start with the ladies first: • “For you madam, your choice of appetizer is xyz, as a main course your choice is ….” • Acknowledge each of the guests with their different orders. • Always keep eye contact with your guest to seek their approval. • Continue with the gentlemen.
• The host is the last one to which we will repeat the order. Task 24: How to set-up cutlery for various courses • Bear in mind the different courses the guest has ordered. • Appropriate cutlery must reflect the guest’s order. • All cutleries must be set before the arrival of the first course. • First course cutlery to be set from the outside in. • Special cutlery to be set for each ordered course, for example, a spoon on the left side and dinner fork on the right side is required for a pasta dish served as a main course. • Ladies’ cutlery should be set first, then gentlemen and lastly the host.
557 Task 25: How to carry glasses and place them in front of a guest • Collect drinks from the bar/service bar. • The tray must be spotless with no visible scratches. • Arrange the drinks on the tray in such a way that the ladies drinks are easily accessible as they have to be served first. • Repeat the name of the drink while placing it in front of the guest. • Tall glasses should be placed on the tray as close to the body as possible to avoid any slips or spills. • Orders for children must be served in smaller glasses even though it is against the regular standards. For example, soft drinks are usually served in highball glasses, whereas for children it is advisable to serve them in short juice glasses for easier handling purposes. • Serve from the right hand side of the guest. • The tray away from the guest in order not to bother him and to avoid any accidents.
• After placing the drinks, say politely, “Please enjoy your drinks”. • For the exact location of the glasses in front of the guests, please refer to your departmental operations manual. Task 26: How to carry a tray of beverages • Collect drinks from the bar/service bar. • The tray must be spotless with no visible scratches. • Arrange the drinks on the tray in such a way that the ladies drinks are easily accessible as they have to be served first. • Tall glasses should be placed on the tray as close to the body as possible to avoid any slips or spills. • Walk carefully, without rushing, zigzagging or making sudden changes of direction. • The tray must be carried with the left hand, the palm placed in the center under the tray. It must be carried at the level of the server’s chest.
558 Task 27: How to serve wet towels hot or cold • Clean towels to be available and folded prior to commencement of new shift, as part of the daily mise en place. • Use a tray for carrying dirty towels and special tongs for lifting the towels. These should be ready by the fridge/warmer as part of the mise en place. • Cold and hot towels have to be rung out, as they must not be dripping when presented. • Towels must be lightly perfumed. • Towels to be already folded in the fridge/warmer. • Cold towels to be served as soon as the guests are seated. • Hot towels to be served after main course/dessert depending on type of course being served. • Based on the number of guests, place the exact number of Towels on the tray, folded facing upwards. • Using the tongs, lift the Towels from the fold. • Unfold the towel with class without waving it.
• Present it to the guest at the right distance from their left-hand side, at shoulder level. • Ladies first, gentlemen next, host last. • Bring the Towels clearing tray. • Wait for the guest to finish. • Offer the guest to assist him with clearing away the towel. • Do not leave the towels in a visible area at the clearance station. Your area must look neat and spotlessly clean. • Some ladies are not very keen to use towels because they are wearing make-up. Deal with this situation with tact and professionalism. Task 28: How to treat infant guests • Infant guests are V.I.P. guests.
559 • They require special attention. • An adequate number of baby chairs to accommodate all requests should be made available in the outlet. • Baby chairs must be kept spotlessly clean. • After the baby is seated and the meal arrives, offer to cut the food on behalf of the parents. • Set-up children’s cutlery such as teaspoons or espresso spoons as infants finds it very difficult to eat with adult’s cutlery. • A simple rule applies: Treat them and spoil them as if they were your own children. Task 29: How to treat guest children (serve children first) • Children must be treated like little princes and princesses in your restaurant. • Children are a very demanding type of customer, as they require extra fast service. • The drinks and food presentation must be simple but eye catching.
• Offer the parents the option of the special children’s menu as a quick alternative. • Food favorites are pizzas, French fries, chicken nuggets, pastas, and ice cream. • Children’s orders must be served as top priority regardless of the parents’ choice. • Whilst waiting for their course, offer the children some coloring books/crayons to keep them busy and quiet, as other guests might not like to see or hear children. • A simple rule applies: Treat them and spoil them as if they were your own children. Task 30: How to treat female guests (for male employees) • Keep a professional level of eye contact. • Keep the right distance. • Treat female guest with special respect and dignity. • Use the same voice tone like with any other guest.
560 yg• Some female guests are attractive, but this must never be a cause to distract your attention and impair your professionalism. Task 31: How to treat male guests (for female employees) • Keep a professional level of eye contact. • Keep the right distance. • Use the same voice tone like with any other guest. Task 32: How to treat indifferent guests (for all employees) • “The Guest is king”. The guest’s mood must not affect our work or us. The guest has all the right to be indifferent. We are here to serve the guest.
• Use the three steps of service: Warm greeting, compliance and anticipation with the guests’ needs, fond farewell. That is what all guests are looking for. Task 33: How to treat celebrities/V.I.P. guests • We treat our V.I.P. guests as “regular” guests, providing the same attitude and professionalism we would give to any other “normal” guest. • Do not ask for autographs. • Do not ask to take pictures with them. • Do not overeager with them. • You are there to protect their privacy. • Most of the celebrities/VIPs that choose to stay with us are looking for exclusive privacy: Provide it for them.
561 Task 34: How to treat friends and family utilizing hotel facilities • Treat them as you would any other guest. • Do not make “special “arrangements as it will discomfort them as well as our regular guests. • Small or invisible touches of finesse such as some extra chocolates or cookies have more effect than very obtrusive acts. • Do not speak or attend to their table too long forgetting your regular guests. • Find the right balances so that your regular guests do not notice that they are your family members or friends and your family members or friends do not feel they are getting special treatment.
Task 35: How to present the check to a guest • Wait for the guest to request the check. • Checks must be presented in a leather bill folder. • Bill folders must be pre-checked as part of the mise en place: no scratches, dirt etc… • The hotel logo must face the host. • Checks should be inserted in the folder properly with the writing facing the guest. • A hotel logo pen must be inserted inside the bill folder. Check that it is working!!! • Carefully present the check to the host, placing it on the table within easy reach to the right of the guest. • Leave the guest to settle the bill while keeping an eye on their reaction or subsequent call. Task 36: How to light a cigarette for a guest
562 • Always use a black lighter; never use a fluorescent or colored lighter. • Wait until the guest puts the cigarette in their hand or takes it to their mouth. • At the right distance, showing the guest the lighter, offer to light the cigarette. • This gesture is very much appreciated showing extra care and attention in your service for your guest. • Light a Lady’s cigarette before that of a Gentleman. • Before meal period please check the height of the flame: You are using a lighter not a burner. • Light the lighter turning away from the guest and then carry the flame slowly towards the cigarette. Task 37: How to light a cigar for a guest
• Offer the matchbox and the special ashtray. • The matchbox should be placed on the upper edge of the ashtray, logo facing the guest. • After the guest has chosen a cigar and prepared it for smoking, lift the matchbox, open it, pick up one matchstick, and close the matchbox again. • Turn your back at a 45-degree angle away from your guest; light the matchstick, stay in that position until the smoke disappears. • Turn back and offer the “fire” to the guest. • Keep the flame until the guest acknowledges it. • Make a second 45-degree angle turn away again, extinguish the match stick with a quick flick of the hand, and stay in that position until the smoke disappears. • Carry the matchstick away. Never put the matchstick back in the ashtray in front of the guest. Tk38Hhhhilid
563 Task 38: How to change an ashtray whilst guest is seated • Ashtray must be replaced when two cigarette butts have accumulated in it. • If the guest has been served the meal, ashtray with even one cigarette butt or any debris must be replaced with a fresh ashtray. • Carry a clean ashtray on a tray. • Lift the clean ashtray. • Cover the dirty ashtray with the clean ashtray (“capping method”) in a way that the ashes do not fly, lift them together. • Leave the dirty ashtray on the tray. • Clean ashtray to be turned over and placed where the dirty ashtray was previously. • Remove the dirty ashtray to the station.
Task 39: How to deal with food or drink spilt on a guest • Leave everything else. • Listen, empathize profusely, act and produce. • Apologize. • Offer the guest some alternative; if it is a small spill, offer to bring the guest some hot water to remove the stain. If it is a big stain, the following can be done: • Offer to get a complimentary shirt from the retail shop for the guest to wear whilst the dirty shirt is delivered to the Laundry shop. • Personally follow up with the Laundry shop to treat “your” shirt as a priority item, since your guest cannot wait the regular time needed for washing and pressing.
564 • Inform a colleague to take care of your duties while you are handling this incident. • If drink or food is spilt on the table, offer to change the tablecloth or to move the guest to another table. Task 40: How to prevent others from stepping on spilt food/drinks on the floor • Leave everything else. • Stand by to inform other guests who approach the spilt area. • Request a colleague to bring you a mop, sweeper or bucket etc… • Clean the area yourself. • Stand by until it is completely dry or put a sign up.
Task 41: How to serve coffee during breakfast • As soon as the guest is seated, offer them a cup of tea or coffee. • Inform the guest of the different brands of tea and coffee available. Take order. • Filled sugar bowls as well as milk creamers should already be set on the tables before the guest is seated. • Coffee to be served at maximum one minute after order was placed: a longer period of time is not acceptable. • The guest will judge the speed and quality of the whole breakfast operations based on the effectiveness and promptness of the coffee service. • The first service the guest receives during the day forms a lasting impression and often even a final impression!
565 Task 42: How to serve coffee during other meal periods • After/during dessert, offer to serve the guest some coffee: • Offer the different brands available (American, Cappuccino, Espresso). • Take order. • Sugar bowls and milk creamers to be placed on the tray. • Carry the whole order by tray. • Place the sugar bowls and creamers on the table in front of the guest. • Ladies to be served first.
Task 43: How to serve a bottle of white wine • Prepare a wine bucket/cooler and a napkin (a different color from the one used by the guest). • Wipe the bottle. • Present the bottle to the guest, label facing the guest. • Inform the guest about their choice, read the name of the wine, its vintage year, its producer’s name and its grape. • Guest acknowledges. • Wrap the bottle and carry it to the side station. • Remove the cork cover without making any noise and place it on a B&B plate. • Gently wipe the lip of the bottle. • Present the cork plate to the guest. • Pour a one-inch amount of wine into the host’s glass. •Awaittheirdeglutitionandapproval
566 • Await their deglutition and approval. • Serve ladies first at a maximum of ¾ of the glass depending on the size of the wine glass and the bottle. • Serve gentlemen after at a maximum of ¾ of the glass depending on the size of the wine glass and the bottle. • Serve the host last at a maximum of ¾ of the glass depending on the size of the wine glass and the bottle. • Politely say, “Enjoy your wine”. • Replace the bottle in its wine cooler or bucket. • Automatically refill the glasses. • The guest must never ask for a refill. Task 44: How to serve a bottle of red wine • Prepare a wine basket (a different color from the one used by the guest).
• Wipe the bottle. • Present the bottle to the guest, label facing the guest. • Inform the guest about their choice, read the name of the wine, its vintage year, its producer’s name and its grape. • Guest acknowledges. • Wrap the bottle and carry it to the side station. • Remove the cork cover without making any noise and place it on a B&B plate. • Gently wipe the lip of the bottle. • Present the cork plate to the guest. • Pour a one-inch amount of wine into the host’s glass. • Await their deglutition and approval. • Serve ladies first at a maximum of ½ of the glass depending on the size of the wine glass and the bottle. • Gentlemen after at a maximum of ½ of the glass depending on the size of the wine glass and the bottle. • Host at the end at a maximum of ½ of the glass depending on the size of the wine glass and the bottle.
567 • Politely say, “Enjoy your wine”. • Replace the bottle in the wine basket or red wine silver coaster. • Automatically refill the glasses. • The guest must never ask for a refill. • Do not shake the bottle while performing all these steps as it can easily alliterate the wine and affect its taste. Task 45: How to serve a bottle of champagne • Prepare a champagne/wine bucket or cooler and a napkin (a different color from the one used by the guest). • Wipe the bottle. • Present the bottle to the guest, label facing the guest. • Inform the guest about their choice, read the name of the champagne, its vintage year, its producer’s name and its grape.
• Guest acknowledges. • Wrap the bottle and carry it to the side station. • Remove the cork cover without making any noise and place it on a B&B plate. • Gently wipe the top open part of the bottle. • Present the cork plate to the guest. • Pour a one-inch amount of champagne in the host’s glass. • Await their deglutition and approval. • Serve ladies first at a maximum of ¾ of the glass depending on the size of the champagne glass and the bottle. • Gentlemen after at a maximum of ¾ of the glass depending on the size of the champagne glass and the bottle. • Host at the end at a maximum of ¾ of the glass depending on the size of the champagne glass and the bottle. • Politely say, “Enjoy your champagne”. • Replace the bottle in its champagne/wine cooler or bucket. • Automatically refill the glasses. •Theguestmustneveraskforarefill
568 • The guest must never ask for a refill. Task 46: How to serve a glass of house wine • Pick up the glasses of house wine from the bar/service bar. • Pick up a tray (tray must be spotlessly clean with no visible scratches). • Arrange the glasses on the tray in such a way that the ladies drinks are easily accessible as they have to be served first.
• Repeat the drink when placing it in front of the respective guest. • After placing the drinks, politely say, “Please enjoy your drinks”. Task 47: How to serve draft/bottled beer • Pick up drinks from the bar/service bar. • Beer must be served in chilled glasses. • Glasses must be filled until approximately two inches from the rim, the remaining two inches must consist of froth (depending on the type of beer and the guest’s preferences, some beers have to be served with more, some with less froth). • Arrange the drinks on the tray in such a way that the ladies drinks are easily accessible as they have to be served first. • Repeat the name of the drink when placing it in front of the respective guest. • After placing the drinks, politely say, “Please enjoy your drinks”.
569 Task 48: How to avoid inquiring from the guest, who is getting what while serving • The whole operation should already be planned and organized on the captain’s order while taking the order from the guests. Seat numbers are assigned in the restaurant by the team and will be allocated in guest order. For example: seat number one is getting salad and beef, seat number two is getting salad and chicken etc… • While picking up the dishes the plates will be picked up in the same assigned way. • Guest Ladies’ numbers will be circled on the captain’s order and pick up will also follow this rule as ladies have to be served first.
Task 49: How to create a moment of truth • Soon after the main course has started, approach the table and ask the guest: • “Is everything to your satisfaction, Sir/Madam?” o In case of disapproval, immediately act by offering to exchange the dish to the guest’s liking, replace it with another dish etc… Do not wait until the guest finishes the course to inquire. By then it is too late. Task 50: How to carry plates with food
570 • Do not carry more than three plates per server. • Make sure that the rims are spotlessly clean. No fingerprints or sauce spills around them. • Plates must reach the guest looking the same way as when they left the kitchen. • Carry them carefully. • Carry them straight in order not to spill the sauce or vegetables. • The guest must have the same creation and presentation the chefs’ prepared for them. Task 51: How to carry a tray with beverages • The tray must be spotlessly clean with no visible scratches. • Carry the tray with your left hand. • Your palm should be centered in the middle of the underneath of the tray.
• The tray must be at your chest level, not too close and not too far from your body. • Carry the tray with confidence and pride. It is part of your working tool. • While carrying items on your tray, never rush as this might cause accidents. Task 52: How to alert someone in front of you while you carry hot/heavy items • Do not walk fast. • Speak clearly to alert the person in front of you. • “Excuse me please, Sir/Madam…I am carrying very hot plates/soup etc…” • “Be careful!” or “Watch out behind you!” Tk53Hliihhdliff
571 Task 53: How to place equipment with handles in front of a guest • Carry all equipment carefully on your tray. • The plate should be placed on an underliner in front of the guest, approximately one inch away from the edge of the table. • All handles should be placed parallel to the guest’s body. Task 54: How to clear soiled plates • Pick up the plate with the most leftovers first. • Place it in the palm of your left-hand. • Continue clearing the rest of the plates. Make a 45-degree angle turn away from the guest, in order to avoid any food spills etc… and clear the plates onto the first plate.
• Place the cleared plate’s one on top of the other. • Place cutlery in an X shape on the bottom part of the clearance plate: knives inserted under the fork. • Do not carry more than what you can handle as it might be dangerous for the guest as well as for your health. Task 55: How to handle broken items or damaged OS&E • Record all such items in the outlet record sheet. • Damaged items should be placed in the special bin for the collection of damaged items situated near the dishwashing area. • Broken items should be placed in the special bin for the collection of broken items situated near the dishwashing area. • For specific items such as juice pitchers/containers or large broken quantities the stewarding manager and the outlet leader should be notified. A report has to be filled out. • Never try to hide any broken items in the usual bins as you might harm your colleagues.
572 Task 56: How to avoid wastage of food, beverages and other supplies • Note down the right order and guest requests. • Order the right quantity. • Monitor your stocks. • Use the “first in first out” (FIFO) method. • Transfer the short expiry items back to the stores or to another outlet such as banquet for internal use. • Do not open two items at the same time. Use the opened one first. • Return unused but closed items to the kitchen or to your stock on hand.
Task 57: How to serve bread and butter • Butter must not be hard to cut. • Bread must be fresh and crispy. • Both have to be carried on a clean tray. • Butter to be placed on an underliner and bread in a breadbasket and both put in the middle of the table in front of the guests. • If butter dishes are used, after placing the dish, remove the cover and place it on the side of the dish. Task 58: How to present a packet of cigarettes to a guest • Cigarette packet to be opened.
573 gpp• Silver foil cover should be removed. • Top of the packet should be left opened. • Do not take cigarettes out of the packet as it might be perceived as unhygienic. • Place a full matchbox beside the packet of cigarettes, Restaurant logo facing the guest. • Place the packet of cigarettes and the matchbox on a silver or B&B. plate. • Place the plate in front of the guest. • For more details and pictures, please refer to your departmental operations manual.
Task 59: How to present a portable telephone to a guest • Portable telephone to be placed on a silver plate covered with a clean napkin. • Inform the guest about the call. • Hand over the phone to the guest after getting their approval. • Place the tray in front of the guest. • Wait until the guest finishes the call and puts back the telephone set on the tray. • Seek their final approval before removing the tray. • Remove the tray.
574 Task 60: How to present a magazine or a newspaper to a guest • Inform the guest about the different newspapers available. • Newspaper to be nicely folded as if it is new and nobody else has previously opened it. • Carry the newspaper in a smart and professional manner. • Do not read or look into the newspaper while carrying it. • Present the newspaper to the guest from the right hand side at the correct distance. • Place it in front of the guest. • After the guest has finished reading, offer to fold the newspaper for them and remove it so that they have more space.
Task 61 How to listen to a complaint from a guest • Listen, Empathize • Act and Produce • Listen emphatically to the guest’s complaint. • Convey appropriate body language. • Constant eye contact is a must. • Active listening is the key. Task 62: How to “own” a guest complaint • Your body language will show it. Your guest must feel and have the impression that you have left everything aside in order lhl
575 to resolve the complaint. • Instant guest pacification is the key. The guest’s complaint must be “owned and resolved to the guest’s satisfaction” in no more than maximum 20 minutes. • Basic 13 clearly states how to “own” a guest complaint: • “Never lose a guest. Instant guest pacification is the responsibility of each and every employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it”. Task 63: How to observe and react to the guest’s body language • The body language, facial expression and voice intonation of the guest will reveal their particular mood. • If the guest is irritated, act accordingly: • If the guest is intoxicated, stop serving alcohol.
• Always pay attention, observe and scrutinize your guest’s body language in order to anticipate the guest’s needs and requests. Task 64: How to react to a negative comment from a guest • Always take it as a positive step towards improvement. • Listen carefully. • Do not give any bad comments or explanation. • Note everything down. • Thank the guest for the feedback and promise to discuss the issue with the concerned department. • There are no negative comments, but rather there are comments, which will lead us to our product and profit dominance by constantly improving ourselves and systems by listening to what our guests expect from us.
576 Task 65: How to handle an intoxicated and/or violent guest • Analyze the guest’s body language and behavior accordingly. • Try to calm the guest down and speak to them gently. • Offer to serve the guest some oily food such as French fries, to reduce the effect of the alcohol. • Offer a non-alcoholic beverage. • Never serve large quantities such as a triple quantity in one glass. • Try to lure the guest away from the other guests by, for example, mentioning that he has received a telephone call. • “Sir/Madam, I humbly apologize but for your safety and as per government laws I am not allowed to serve you additional drinks”.
• Notify Security and Duty Manager immediately if situation worsens. Task 66: How to bid guests a warm farewell • Await your guest at the door of your restaurant. • Third step of service: Bid a fond farewell. • Have a big smile on your face, as your body language and your “heart” have to give a fond farewell to your guest. • Do not waive your arms, shout very loudly etc… • Do not give your hand to your guest unless he does so first. • Also follow your guest’s body language. In some cultures a kiss on the cheek or a hug is part of the greeting tradition. Anticipate this by knowing your guest’s behavior.
577 Task 67: How smiling at all times can help create good feelings • Nobody likes upset persons or persons who do not smile. • A smile is like a miracle cure that can heal or resolve problems. • Smile from the heart. • Smile with the guest and your colleagues will help create a positive work environment. • Smiling helps create a positive work environment. • Smiling releases the pressure during busy times or difficult situations. Task 68: How to thank a guest for a gratuity • Do not look into the bill folder until the guest leaves.
• Your reaction must be the same for a penny or a billion: Always be thankful. • A gratuity is an extra bonus that the guest gives. It is not a must!!! • A simple smile, genuine eye contact and a simple, “Thank you very much Sir/Madam” from the heart are more than enough. Task 69: How to maintain a positive posture in public areas • Always maintain a professional posture: • Straight body, straight chest. • Never put your hands in your pockets. • While awaiting a guest, do not fold your arms. • Never lean on a wall or counter. • Always look attentive and ready to serve the guest.
578 • Your posture will reflect your general professionalism. Task 70: How to be discreet about our guests • Our guests are looking for exclusive privacy. • We must be able to guarantee this to our guests. • No personal information, situations or comments about any of our guests must be forwarded to any persons from outside our operation. • Never speak with a guest about a situation, which happened with another. • Never ask for any autographs or pictures with our guests. • Discreet, efficient and professional service to be applied at all times.
Task 71: How and when to offer a handshake to a guest • Do not waive your arms, shout very loudly etc… • Do not give your hand to your guest unless he does it first. • Follow your guest’s body language… in some cultures a kiss on the cheek or a hug is part of the greeting tradition…Anticipate it by judging your guest’s behavior. Task 72: How to up-sell and not annoy a guest • A professional approach must be undertaken in each interaction we have with our guests. • Know your product inside out. • Know exactly what your guest is looking for.
579 yygg• Match guest request with options of your product. • Use up-selling techniques. • Read and analyze the guest’s body language. • If a guest has chosen an item, do not argue with him or try to deliberately push to choose another item. • If the guest is not interested in your suggestions do not continue. • Speak with a clear voice and tone.