Task 73: How to respect guest privacy and allow space • Each guest needs their vital space where they feel secure and in peace with their environment. • To “provide a refined and relaxed ambiance”, surrounding and atmosphere. • Always keep in mind to provide that vital space to ensure guest privacy and space. Task 74: How not to say “no” to a guest
580 • The guest is always king, and all “reasonable” wishes must be fulfilled. • If you know that what the guest is requesting for is not available, just say that you will look for it. Disappear for a few minutes and then inform the guest that unfortunately the xyz is presently not available. • Always speak politely, “May I check for you if this will be possible”. • Always give other alternatives to the guest’s requests. Task 75 How to help elderly guests • Offer your assistance for any request. • Handle the elderly with care. • Adjust yourself to their pace. • Adapt your voice to their requirements.
• Anticipate their needs by being aware of their functional disabilities or difficulties. Task 76: How to help handicapped guests • Offer your help. • Handle them with care. • Follow their pace. • Pace your voice to their requirements. • Offer assistance for any request. • Anticipate their needs by anticipating some functional disabilities or difficulties. • Arrange enough space for them to move in the area. • Make the area as functional as you can.
581 Task 77: How to assist guests who speak a different language • Try to find a common language to communicate in. • Rely on some discrete signs/sign language. • Explain to the guest to allow a few moments to search for a person who can communicate in their particular language. • Locate a colleague who can speak the guest’s language.
Task 78: How to treat all guests equally • Treat all guests in the same manner. • Do not make “special “arrangements as it might inconvenience other guests. • Small or invisible touches of finesse such as some extra chocolates or cookies will have bigger effect than very obtrusive acts. • Do not speak or attend certain guests for too long forgetting your other guests. • Find the right balance between all your guests. • Provide the same level of professionalism and service to all your guests. • Guests must never have the feeling that they are your second choice guests.
582 • Each guest must feel that the individual treatment you are offering is your best possible service. Task 79: How to keep the guest check ready at all times • During the meal and as soon as time allows, pre-enter all your orders. • Enter your orders automatically throughout the meal period. • Check all your postings as many times as you can. • Before handing over the check to your guest, re-check your postings for the last time.
Task 80: How to maintain an accurate check for a guest • During the meal and as soon as time allows, pre-enter all your orders. • Enter your orders automatically throughout the meal period. • Check all your postings as many times as you can. • Before handing over the check to your guest, re-check your postings for the last time. Task 81: How to prepare a separate check for individual guests • Enquire discreetly if a separate check is required for each guest.
583 • If so, take the master bill and separate the respective postings. • Ensure that all the postings have been separated as per guest consumption. • Present the check as per guest consumption request. Task 82: How to handle forgotten articles of a guest • Try to return it to the guest immediately. Contact either the parking area, or call their room etc… • Forward it directly to the “lost and found” located either with the security or housekeeping department. • Do not delay informing the “lost and found” department for any reason, as it will be the first department contacted for any inquiry about the forgotten item.
Task 83: How to refrain from a private conversation in an outlet • No personal telephone calls are permitted. • No mobile phone should be carried while on duty. • No conversation to be carried out in public areas or within the guest’s sight. • Private conversations to be carried out during meal or break time. • Refrain from a private conversation since it is not a part of the exclusive service, which we have guaranteed our guests. Task 84: How to create an environment of pride and joy among colleagues • Offer lateral service. • Be part of the team and build team spirit, as this is one of our top priorities. fhl
584 • Be part of the solution process. • Behave professionally at all times. • Have and find the time to get to know your colleagues. Create a friendly relationship. • Understand and listen to the concerns of your colleagues. • Offer help when needed. • Be there when they need you. • Organize activities outside the workplace. Task 85: How to treat each other with respect and dignity • Never raise your voice. • Communicate any concern to the appropriate person.
• Never be offensive to a colleague. • Never criticize a colleague (be constructive). • Always listen to their ideas. • If you feel that a misunderstanding has emerged, apologize or clarify the situation. • Do not prejudgment or discriminate due to a person’s background, nationality or culture. • Respect and accept others as they are. • Learn from each other. • Be competitive with a win-win attitude. • Always behave like “A Lady and Gentleman serving A Lady and Gentleman”. Task 86: How not to waste time on the job
585 • The rule is simple: “Your mise en place is half of your work”. • If your mise en place is perfect, you avoid wasting a lot of time and a stressful situation. • A positive readiness and “Yes Go” attitude make you ready to cope with difficult situations. • Acquiring the right technical skills during training sessions will help you save your time and others’ time too. • Always find something to perform, as there is always something to be done. • Be proactive at your work place. • Prioritize your tasks and pace yourself. • Give each task the amount of time it requires. Do not concentrate on one particular task forgetting the rest.
Task 87: How to clean and go whilst keeping the flow • The server golden rule: “Never ever walk with empty hands”. Always find a dirty item to take to the back area and a clean item to bring from the front area. • When your station is “perfect”, give help to the other stations. • Always keep an eye on the tables while you are walking towards the back area. • Always keep an eye on your table sequence of service, anticipating the next moves already before getting to the table. Task 88: How to maintain flow in traffic at the work place
586 • Always maintain free access in your working area. • Remove all items susceptible of causing a mess, by constantly clearing and cleaning. • Follow entry and exit signs. • Walk following the right side of the flow of traffic. • Never run as it can cause accidents. • In case of a spillage, put up a sign and remove the spill immediately. Task 89: How to say “no” to rumors and negativity • Never listen to a rumor and do not nurture it. • Your behavior will determine if the rumor will persist or die. • Be neutral and passive while facing any rumor or negativity.
• Create a positive atmosphere and avoid negative issues. • Stay away from negative people – ignore them and walk away from them. Task 90: How to adhere to emergencies in your area • Be fully aware of all emergency procedures. • Follow and comply with the emergency plan procedures. • For more details about fire safety or First Aid techniques, please refer to your departmental operations manual. Task 91: How to take pride in your appearance and hygiene •“TakeprideandcareofyourpersonalappearanceEveryoneisresponsibletoconveyaprofessionalimagebyadheringto
587 • Take pride and care of your personal appearance. Every one is responsible to convey a professional image by adhering to clothing and grooming standards”. • No torn, wrinkled or stained uniform to be worn. • All uniforms must be immaculate. • General rules for Ladies: • Neat hair style with very little gel, all hair longer than shoulder-length to be tied as per company grooming standards, no strong perfumes, one ear ring per ear, no ring in the nose or visible piercing, light make up, no mini skirt to be worn, one ring per hand including the wedding ring, discrete nail polish (neutral color), shiny shoes, no high heels (maximum one inch), name badge should not be scratched. • General rules for Gentlemen: • Neat haircut with very little gel, no ponytail. shave daily, no moustaches (in Food & Beverage). One ring per hand including the wedding ring, shiny shoes, and name badge should not be scratched.
Task 92: How to do a daily line up in the most effective way • Read the line up several times before presenting it. • Start with the general basics of the day and elaborate on them. • Food and beverage basic of the day. • Room’s basic of the day. • Commitment to quality. • Quote for the day. • Be fully aware of general information such as daily events, V.I.P. arrivals, G.I.A. forms etc… • It is not a one-way speech: try to make everybody participate and share experiences or situations. • Give live situations - do not mention specific names or experiences. • The rule is simple: Be fully aware of the information prior to presenting it.
588 Task 93: How to speak clearly and have people understand you • Speak with a firm tone. • Articulate clearly. • Maintain eye contact. • Speak at a speed, which people can follow and understand easily. • Ask if there is any question or clarification needed. • You can ask the person to repeat what you have just explained. Some times a drawing can also help. • Use the different ways of communication: Speaking, writing, signs etc…
Task 94: How to stay calm during crises or busy hours • Avoid stressful situations. • Think positively. • Have enough rest, recuperation and energy outside working hours. • Be as organized as you can. • Ask for help when really needed. • Never lose control of the situation. • Keep constant eye contact with your guests and colleagues. • Have your mise en place ready. • Smile, it will release all the stress and help you cope with it more smoothly. • Always think of the worst possible case scenarios and be prepared for eventualities.
589 Task 95: How to provide lateral service to an outlet in need • Inform your leader or colleague so that they can cover your duties. • Inform precisely where you are going. • Inform when you expect to be back. • Make sure you do not need any lateral service at that time. • Do not jeopardize your own operation.
Task 96: How to stay out of trouble at work • Just behave as “a Lady and Gentleman serving Ladies and Gentlemen”. • Behave as Ladies and Gentlemen in all your interactions. • Never fight. • Never raise your voice with others. • Never consume drugs or be under the influence of alcohol or hallucinogens. • Do not involve yourself in unclear situations or reactions. • Never overreact to situations. Think before doing anything. • Follow the Hotel’s policies and procedures. • Always speak in a polite manner and tone.
590 • Report any unclear situation to the appropriate person.
COCKTAIL LIST NAME INGREDIENT QTY GLASS METHOD GARNISH Amaretto 2 oz fresh lime 1 oz AMARETTO SOUR sugar syrup 2 oz rock glass shake strain over fresh ice 2 lime wheel campari 1 oz sweet vermouth 1 oz AMAERICANO rock glass stir and over fresh ice lime twist (orange twist)
591 club soda top up Kahlua 1/4 oz Bailey 1/4 oz B-52 Grand Marnier 1/4 oz shooter glass shake and strain no garnish Kahlua 3/4 oz Bailey 3/4 oz B-52 Grand Marnier 3/4 oz rock glass shake no garnish B&B Benedictine 3/4 oz cognac glass Neat no garnish
Cognac 3/4 oz Bacardi light 2+1/2 oz lime 10 ml BACARDI COCKTAIL Grenadine 1/2 oz Martini glass shake and strain cherry muddle peach 1/2 peach fresh orange juice 1/2 oz BELLINI champagne top up champagne glass fine strain fresh peach slice Brandy 3/4 oz
592 light rum 3/4 oz cointreau 1/2 oz BETWEEN THE SHEETS lime juice 1/2 oz Martini glass shake and strain sugar rim and lime twist Vodka 1+1/2 oz BLACK RUSSIAN Kahlua 1 oz rock glass shake cherry Vodka 1 oz tomato juice 2 oz BLOODY MARY lime juice 1/2 oz high ball shake lime wheel, celery stick
horseradish 1/2 teaspoon tabasco sauce 3 dash ground pepper 2 dash Angustura Bitter 2 dash Vodka 1 oz blue curacao 1 oz lime juice 1/2 oz sugar syrup 1/2 oz BLUE LAGOON rock glass shake annd stain over fresh ice orange wheel
593 club soda top up Brandy 1 oz crème de cacao (brown) 1 oz cream 1/2 oz BRANDY ALEXANDER sugar syrup 1/2 oz Martini glass shake freshly grated nutmeg Brandy 1+1/2 oz orange juice 1/4 oz BRANDY SOUR lime juice 1/4 oz rock glass shake and strain over fresh ice orange wheel
sugar syrup 1/2 oz gin 1+1/2 oz Dry Vermouth 1/4 oz sweet vermouth 1/4 oz BRONX COCKTAIL orange juice 1/2 oz Martini glass shake and strain orange wheel Amaretto 1 oz Brandy 3/4 oz hot coffee on top CAFÉ AMARETTO warmed cognac glass neat no garnish
594 cream on top Cachaca 2 oz lime muddle CAIPIRINÃ brown sugar muddle rock glass stir in small pieces of ice 2 lime wheel Brandy 1/2 oz 1 sugar cube soaked in 3 dash angostura bitter 1 CHAMPAGNE COCKTAIL chilled champagne top up champagne glass pour orange twist CHI CHI Vodka 1 oz rock glass shake or frozen pineapple spear
coconut liquer 1/4 oz pineapple juice 1 oz coconut cream 1 oz Vodka + green Orange 1+1/2 oz cointreau 1/2 oz lime juice 1/2 oz cranberry juice 1/2 oz COSMOPOLITAN sugar syrup 1/4 oz Martini glass shake and strain orange twist
595 light rum 2 oz lime juice 1/4 oz CUBA LIBRE cola top up rock glass pour 2 lime wheel Dark rum 3 oz lime juice 1/4 oz DARK CUBA LIBRE cola top up rock glass pour 2 lime wheel light rum 2 oz DAIQUIRI lime juice 1/2 oz Martini glass shake and strain 2 lime wheel
sugar syrup 1/2 oz For the rock: muddle 2 fresh STRAWBERRY strawberries DAIQUIRI for frozen: muddle 2 fresh strawberries to blender Dark rum 2 oz ginger juice 1/2 oz sugar syrup 1/2 oz DARK AND STORMY ginger ale top up rock glass shake and strain over fresh ice 2 lime wheel Gin 1 oz
596 lime juice 1/2 oz white sugar cube 1 FRENCH 75 chilled champagne on top champagne glass shake Vodka 1+1/4 oz crème de cassic 1 oz FRENCH MARTINI pineapple juice 1+1/2 oz Martini glass shake and strain pineapple spear gin 3 oz GIBSON Dry Vermouth 10ml Martini glass shake and strain
cocktail onion put in Gin 2 oz lime juice 1/4 oz GIMLET sugar syrup 1/2 oz Martini glass, rock glass shake and strain 2 lime wheel Gin 2 oz lime juice 1 oz sugar syrup 1/2 oz GIN FIZZ soda top up rock glass pour
597 gin 2 oz cointreau 1/2 oz lime juice 1 oz sugar syrup 3/4 oz GIN SLING soda top up rock glass shake and pour 2 lime wheel Scoth 1+1/2 oz GODFATHER Amaretto 1 oz rock glass shake and strain over fresh ice GRASSHOPPER crème de menth (green) 1+1/2 oz martini glass shake and strain Martini glass lightly half-rimmed
crème de cacao (white) 1+1/2 oz muddle mint leaves 5 cream 3/4 oz with grenadine Vodka 1+1/2 oz orange juice 1 oz HARVEY WALLBANGER Gallian on top 1/2 oz rock glass shake strain over fresh ice no garnish Irish whisky 1+1/2 oz brown sugar cube 1 IRISH COFFEE high ball pour
598 hot coffee 3 oz cream on top Midorin 1 oz cointreau 3/4 oz JAPPANESE SLIPPER lime juice 3/4 oz martini glass shake and strain cherry Vodka 1+1/2 oz cointreau 3/4 oz KAMAKAZE COCKTAIL lime juice 1/2 oz rock glass shake and strain over fresh ice 2 lime wheel
sugar syrup 1/4 oz crème de cassic 1/2 oz KIR chilled wine on top chilled wine glass pour lime twist crème de cassic 1/2 oz KIR ROYAL chilled champagne on top champagne glass pour lime twist green orange + vodka 1+1/2 oz triple sec 3/4 oz lime juice 1 oz LEMON DROP Martini glass with sugar rim shake and strain 2 lime wheel
599 orange juice 1/2 oz light rum 3/4 oz gin 3/4 oz vodka 3/4 oz tequila 3/4 oz triple sec 3/4 oz lime juice 1/2 oz LONG ISLAND ICE TEA orange juice 1/4 oz tall glass shake 2 lime wheel
cola top up gold rum 2 oz Almond liqueur 1/2 oz orange curacao 1/2 oz sugar syrup 1/2 oz MAI TAI lime juice 1/4 oz tall glass shake lime wheel & mint sprig Bourbon 1+3/4 oz sweet vermouth 1 oz MANHATAN martini glass stir sherry
600 Angustura Bitter 2 dash Dry Vermouth 1/4 oz to chill glass MARTINI gin 3 oz martini glass stir olive Extra Dry gin 3 oz martini glass stir olive Dry Vermouth 1/4 oz to chill glass gin 2+1/2 oz Dry Vermouth 1/2 oz MARTINI, DIRTY olive brine 1/2 oz Martini glass shake olive
Dry Vermouth 1/4 oz to chill glass gin 2+1/2 oz olive brine 1/2 oz MARTINI, EXTRA DIRTY olive muddle Martini glass shake fine strain and olive gin 3 oz Dry Vermouth 1/4 oz MARTINI PERFECT sweet vermouth 1/4 oz Martini Glass stir orange twist fresh orange juice 1 oz MIMOSAchampagne pourorangetwist
601 cointreau 1/2 oz MIMOSA champagne top up pgglass pour orange twist sugar cubes 2 pcs mint leaves 15 pcs Bourbon 2 oz sugar syrup 3/4 oz MINT JULEP soda top up rock glass stir long mint sprig MOJITO Muddle mint leaves 6 pcs rock glass pour 2 lime wheel
Muddle white sugar 1/4 oz Muddle Dark rum 1/4 oz white rum 2 oz lime juice 3/4 oz sugar syrup 1/2 oz small leaves 12 pcs soda top up vodka 1+1/2 oz MOSCOWMULErockglasspour2limewheel
602 lime juice 1/2 oz MOSCOW MULE ginger beer top up rock glass pour 2 lime wheel gin 3/4 oz campari 3/4 oz NIGRONI sweet vermouth 3/4 oz rock glass stir orange twist Muddle sugar soaked with 3 dash of Angostura bitter 1 pc Muddle cherry juice 1/4 oz OLD FASHIONED Muddle orange slice 1 pc rock glass stir orange slice, cherry
Bourbon 2 oz Pimm's N.1 1+1/2 oz lime juice 1/2 oz PIMM'S CUP soda top up rock glass pour cucumber spear, lime wheel light rum 1 oz coconut rum 1/4 oz pineapple juice 1 oz PINA COLADA coconut cream 1 oz rock glass shake or frozen pineapple spear & cherry BANANA Above recipe, blended with 2 tallglassblenderpineapplespear&cherry
603 COLADA p,banana tall glass blender pineapple spear & cherry gin 2 oz Grenadine 1//4 oz cream 1/2 oz PINK LADY lime juice 1/4 oz Martini glass shake no garnish Blended Scoth 2+1/2 oz sweet vermouth 1/2 oz ROB ROY Angustura Bitter dash rock glass/Martini glass shake and strain over fresh ice cherry
Scoth 2 oz RUSTY NAIL Drambuie 1 oz rock glass shake and strain over fresh ice lime twist gin 1+1/2 oz SALTY DOG orange juice top up rock glass rimmed salt pour orange wheel Pernod 1 teaspoon Bourbon 2 oz SAZERAC Angustura Bitter 3 dash chilled rock glass shake and strain over fresh ice lime twist Vodka 1+1/2 oz SEABREEZErockglassshake and strain limewheel
604 Orange juice 1 oz SEABREEZE cranberry juice 1 oz rock glass over fresh ice lime wheel vodka 1+1/2 oz peach schnapp 3/4 oz orange juice 1 oz SEX ON THE BEACH cranberry juice 1 oz rock shake and strain over fresh ice lime wheel vodka 3/4 oz SCREAMING ORGASM Kahlua 3/4 oz Martini glass shake no garnish