An Exclusive Collection of 100 Hotel Management Training Tutorials Hotelier Tanji www.hospitality-school.com
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Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 2 Message from Hotelier Tanji Dear Reader, thanks for purchasing this wonderful piece of document. As you know, www.hospitality-school.com, world‟s most popular hotel management training blog has started its successful journey on December 2009. From that time I have published lots of hotel management training tutorials, sop and related articles which get immense popularity among my readers. Within a very shorter period of time, the blog reaches to its pick. Now in facebook we are approaching to be one of the largest growing hospitality families with more than 4000 members. Also the site gets thousands of daily visitors from all over the world. This is not only my success, in fact it is yours, since it would never be possible for me to manage time to write for you guys if you do not participate in my journey towards making this blog, building resources, growing networks. I am very much grateful to all of you for giving me support. I hope you will keep supporting me all the time, so that I can produce some more wonderful information materials for you which you could find useful in your hospitality career. From the very beginning, my readers were demanding for coping these resources. I was also wondering should I let them copy my hard written articles as Free. The thought keep disturbing me all the time is that if I allow all of them to copy everything then definitely my resources will lose its value. I know almost all the web sites in the world are free to copy. But you know there is not a single good quality resource site for hoteliers. Whatever I did for you were really done as volunteer basis. I did not claim money for my Free to view articles whereas I did have to bear the cost of running a web site, paid to web developers and technical staffs to keep the blog live all the time and most importantly it was so difficult to manage time for this blog from my tight daily schedule. After passing 9 successful months, now I feel I should get some royal feedback from my readers. Now I am giving you this exclusive offer to copy or download all these resources which you have seen in my blog at a very minimal price. I can guarantee you whatever, you are getting with this document is 100 time expensive then whatever you have just paid me. You can use these resources as study or training material, can reproduce or edit for personal use. You just cannot share these resources in any other web media that is the limitation I have set for you. I hope that will not bother you at all. Here you will find 100 exclusive hotel management training tutorials that would cover almost everything of the industry. More products will be coming soon. I hope you would love this collection and give me your feedback. You feedback will be highly acknowledged. Wishing you a very good luck, I am finishing here Regards Hotelier Tanji [email protected] www.hospitality-school.com
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 3 Table of Contents Food & Beverage Service: 1. How to Take Guest Orders in Restaurants 007 2. How a Waiter should Carry Tray in Restaurant 008 3. How to Present Menu to Guests in Restaurant 009 4. How to Present Bill to Guests 010 5. How to seat Guests in Restaurant 011 6. 35 Must Follow Guidelines for F & B Staffs 012 7. Must Follow Food & Beverage Service Rules 013 8. Detail Food & Beverage Service Training for Waiters (SOP) 014 9. How to Take Food Order in Restaurant (SOP) 016 10. How to Serve Tea or Coffee in Restaurant (SOP) 018 11. How to Provide Expert Suggestions on Wine 019 12. Pre-Service Checklist of F & B Outlet (SOP) 020 13. How to Serve Champagne 022 14. Settling Credit Card Payment (SOP) 023 15. How to Handle "Wrong Order" (SOP) 025 16. How to Serve Beer from Can or Bottle 026 17. Service Preparation for Busy Restaurant 027 18. Real Life Courtesy Training for Waiters 029 19. Personalized Service Training for Waiters 031 20. How to Gain Menu & Beverage Knowledge 032 21. How to Serve Different Beverage Items 033 22. Top 6 Golden Service Rules for F & B 034 23. Room Service Procedure in Hotel (SOP) 035 24. How to Settle Guest Bill in Restaurant (SOP) 037 25. Grooming & Hygiene Guideline for Servers 038 26. Proper Uniform of a Waiter 038 Front Office: 1. Hotel Room Types 041 2. Types of Hotel Room Rates 041 3. Members of Hotel Front Office Department 042 4. How to Handle Walk in Guests in Hotel 043 5. Lost & Found Procedure for Front Office Staffs (SOP) 043 6. Smooth Guest Check out Procedure (SOP) 044 7. Telephone Call Receiving Procedure (Must Read) 046 8. Answering Telephone in Hotel & Restaurant: DOs & DON'Ts 049 9. How to Take Reservation on Phone 050 10. Making Room Reservation on Telephone (SOP) 052 11. Wake-up call Handling Procedure 054 12. Proper Telephone Manner in Hotel 055
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 4 13. Rooming a Guest (SOP) 056 14. How to Introduce a Room to Your Guest (SOP) 057 15. Collection of Guest Data on Arrival 059 16. Greet the guests on His or Her First Arrival 060 17. A to Z Guest Registration Procedure (Part-1) 061 18. A to Z Guest Registration Procedure (Part-2) 062 19. A to Z Guest Registration Procedure (Part-3) 064 20. Methods of Payment in Hotel065 Basic Tutorials: 1. How to Maintain Interaction with Guest 068 2. Code of Conduct for Hoteliers 070 3. 11 Must Follow Golden Rules for Hoteliers 072 4. Interpersonal Skills of a Good Hotelier (Exclusive) 073 5. 7 Questions You Should Not Ask Your Guests 074 6. Remember while Referring Problems to Superior 075 7. Medical Emergency: When Guest Become Sick 076 8. Working as a Team in Hotel & Restaurant 077 9. Must Follow Etiquette Tips for Hoteliers 078 10. 25 Rules for All Hoteliers 079 11. How to Handle Sexual Offer 081 12. How to Stand in Hotel or Restaurant 081 13. Knowledge of Courtesy for Hoteliers 082 14. Major Hotel Brands 083 15. Classification of Hotel 085 English for Hotel: 1. How to Improve Your English to be a Good Hotelier 088 2. Useful English Expressions for Bell Person 089 3. Useful English Expressions for Front Office Staffs 090 4. Useful Expressions Used for Reservation 092 5. Basic English for Non English Speaking Hoteliers 093 6. Common Conversational English in Hotel & Restaurant 098 7. Polite Expressions Used in Hotel Industry 099 8. How to greet & introduce with guests 100 Terminology: 1. 100 Hotel Terminologies 103 2. Wine Terminology 106 3. Housekeeping Terminology 107 4. 180 Cooking Terminology: Kitchen Term Glossary 110 5. Front Office Terminology 114
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 5 Handling Guest Complaint: 1. Handling Guest Complaint 122 2. Step by Step Guest Complaint Handling (SOP) 122 3. Major Guests Complaints 124 4. 50 Reasons That Make Your Guest Unhappy 125 5. Types of Complainer Guests in Hotel & Restaurant 127 F & B Production: 1. How to Prevent Cuts in Kitchen 131 2. Personal Hygiene Guideline for Food Worker 131 3. Safe Knife Handle Tips 132 4. Fire Safety Training for Kitchen Staffs (Must Read) 133 5. Job Responsibility of Kitchen Staffs 135 6. Food Storage Tips for Chefs 136 Safety & Security: 1. Basic First Aid Procedure in Hotel (Exclusive) 139 2. Guideline for Servers for Safe Food handling 141 Hygiene & Sanitation: 1. Personal Grooming Tips for Hoteliers 144 2. Restaurant Health Management 144 Dialogue: 1. Dialogue: First Day in Restaurant Job 150 2. Dialogue: Guest Check Out 151 3. Dialogue: Couple Comes in Restaurant without Reservation 152 4. Dialogue: Guest Becomes Angry for Extra Charge 154 5. Dialogue: Room Registration 155 Other Tutorials: 1. Performance Appraisal in Hotel Industry 158 2. Why Online Hospitality Management Degree is Important 159 3. Culinary Arts Education in Connecticut 160 Bonus Tutorials: 1. Cigarette Service & Presentation 163 2. Upselling in Restaurant 163 3. Cost Saving Method 164
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 6 F & B Service
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 7 How to Take Guest Orders in Restaurants Taking an order is a very skillful art which reflects efficiency and standard of both waiter and the establishment. Every Food & Beverage Service staff should have good command over order taking skill to ensure that each guest gets proper food he ordered and importantly in right sequence. Here are some food & beverage order taking tips: 1. First give time to guests after his arrival to feel comfortable with the environment. 2. After the guest is seated and feel comfortable then present the menu and stand away to give guests some time to decide what to order. Remember don‟t be hurry. Give proper time to the guest. Try to evaluate guest and understand when reaches to decision to order. 3. When you feel to that the guest wants to order then approach toward him and courteously ask this way “May I take your order sir” or “Would you like to order now?” 4. Before taking order first ensures that you are fully ready. You have to have a notepad, a pencil or a pen and an eraser to take notes. 5. Although ordering depends on guest but try to maintain sequence that means first convince the guest to give beverage order and then food. 6. Don‟t lean too close to the guest and especially the host is a lady guest and also don‟t keep one hand in your back. Just be smart, stand straight to the left side of the guest and bend slightly forward to guest. 7. Always focus on what guest order. It will make guest insulted if he has to repeat his order again or again or if your attitude shows that you are not concentrating to him fully. 8. It is must for a waiter or server to have full command on the menu items. Guest may ask different types of questions. So be prepared for that. You should know what are the ingredients of the foods you are offering, what is the special food of the day, which food is not suitable for vegetarians or different religious people etc. 9. Many times it may be happened that guest are uncertain what to order. In that case it is your time to show some expertise. You can give him some options to choose by asking this way “Do you like to have smoked English ham or roast beef with gravy ” or “May I suggest you to have any Indian dishes ” 10. It is very important to keep sequence while you present food. In your notepad you have to write down both the sequence of the food and the person who order. Generally it is done by clockwise direction. First take order from host and then start following to his right and give an identification number to each guest. Another way is to give number to the person who is sitting nearer to the service door. You should plan some coding method by your own so that you can easily understand who order which food. As a professional server you should not ask that “who order xyz” or it will look worse if you place wrong food in front of wrong guest. 11. Generally guest order appetizer, then beverages then main courses and at last some dessert items. So if guest order haphazardly, it is your duty to serve food according to the sequence.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 8 12. Give proper time to guests to enjoy their beverage items. If the glass gets empty then you can graciously ask him whether he wants replenishment or not by saying this way “Would you like to replenish your glass, sir?” 13. If the guest is in hurry and seek your assistance then suggest him some “Ready to serve” food items rather “Cooked to order” items. 14. Suggestive selling is a good skill of a waiter but if your guest is a couple or student then it is advisable not to suggest hugely expensive foods. You have to keep increasing your sells but also remember not to lead your guest in an embracing situating. This may hamper repeat guest. 15. Repeat the food items guest orders and ask him whether he want to have anything else or not. How a Waiter should Carry Tray in Restaurant If you are a waiter or a server then at the beginning of your career you should gain expertise on carrying trays properly. Generally trays are carried on the left hand slightly on the above of the left shoulder. For hygiene issue, you should try to keep away the tray from your neck or mouth. Trays can be of various design, size and share. In restaurants 27 inch to 30 inch oval trays are used frequently for carrying foods. Cocktail trays are 15 inch which is used for serving beverage items. Things you should check: Here are some tips you should follow to avoid slip of trays or any other accidents: Check whether the floor is plain or not. Check the floor carpet. There may be some defects. Try to follow a common and shortest route while serving food. Don‟t try to use narrow paths or busy areas to avoid collisions with guests or other staffs. While carrying trays be careful about any items falling on the floor which may cause loss of your balance. Careful about sharp corners of furniture and equipment. How should you carry a tray: Don‟t only use your fingers but also use your palm of the hand to grip the tray to support your shoulder to carry the load. Try to handle the load by your hand; legs and hip not load on your hip which may cause back pain. Don‟t move the tray or hand only but move your whole body when you need to turns. In times of carrying trays through a crowded area just lift up the tray and if needed just shout a little bit to make people concern about you otherwise sometimes it may happen that guest may fall on you which may cause serious danger. Be more careful while carrying hot foods.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 9 Carry the cocktail tray not only by thumb and index finger but also use other fingers to give more control. How to place items on Tray: Place all the items in all parts of the tray to insure proper balance. Heaviest items should be placed on the center of the tray. Lighter items should be placed on the corners centering the heaviest items. How to place to Tray on Table: Bend the knees and then put the tray down. Use both hands for proper control. If the load is so heavy then don‟t shy to seek help of fellow waiters. Try to put your attention on safe loading rather maintaining styles. These are some common training for servers or waiter to ensure proper tray carrying and landing. It is such a basic skill each and every waiter needs to be expert on. How to Present Menu to Guests in Restaurant Menu is a list of food items which are served according to the guest order. If you are a waiter or server then you should know some basic points to present menu properly. First of all you should know your restaurant‟s policy about presenting menu. There are some differences like: In some restaurants, menus are kept on each table before guest arrives. In most of the cases, waiter present menu just after guest arrives. In some restaurants, first guests are served after premeal beverage items are severed. So, first learn your policy. Also there is a traditional trend that menus are presented from left side of the guest. You can either present it opened or unopened. If menus are not kept on each cover then never put the menu in table so that guest has to pick up. It could hurt guests. So, politely present the menu by saying “Here is the Menu, sir”. If there is a group then you should first present menu to host or any woman. What you have to know: By presenting the menu your work has not been finished rather started. You have to have good command about the following points: At least some information about all the items written in Menu. Availability of all food items. Which foods should not be taken by any special religious group of guest or which foods are for vegetarian and for no vegetarian.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 10 Which foods are “ready to order” foods for guests who are in a hurry and which foods are “cook by order” Recipe of food items. Nutritious value of the food, etc. Some tips to follow: Try to learn some basic information about all the items presented in the menu. If guest want to know any specific information which you don‟t know then politely say sorry to guest or you can seek some time to consult with your chef to let him answer his queries. You can practice suggestive selling for some special items of your restaurant by saying this way “this is one of our unique items. Many of our repeated guests come here only for this dish” or “our chef is famous for this dish” Try not to answer from your imagination. Try to taste all the items and express true experience. These are some basic guideline for waiters to present menu to guest in restaurants. Hope you would love to read more. How to Present Bill to Guests Why are you serving to guest? For money isn‟t it? Where does money come from? Yes, it is the guests who after having food paying their bill and it is the duty of a waiter to collect proper amount of money he charged. If you are a waiter in a busy restaurant then you have to insure not only proper service to guest but also proper cash handling. There is a high chance of losing money if you are not careful enough. Even nowadays in service industry, many fraud cases has been happening where guest apply different methods to make frauds which by result makes you a victim. So be careful while collecting charged amount from guests. Art of presenting bill to guests: There are different policies applied by restaurants owners. Some prefer bills to be taken by waiters and some prefers it should be done by guests themselves, settling in cash desk. Whatever your establishment follows try to be attentive. While you would understand guest will not need any more only then you should take permission from guests to present bill. You may politely ask him this way, “Should I give your bill now, sir. After preparing the bill, present it in a folder by the left side of the guest and stand beside the guest. But your impression should not give such indication that you are willing to get rid of the guest. You should look equally happy when you for the first time greet the guest. After collecting bill you should count it to ensure everything is ok. If guest give any tips, be gentle enough to accept it, whatever the amount is and thanks graciously to guest.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 11 If guest prefers to settle his bill by credit card (American Express, Driver‟s Club, VISA, etc) then take guest‟s signature in the bill and quickly submit to cashier for immediate action. After settling account, handover the card to guest. On the Other hand, if guest has to go to cash desk then all you have to do is to ensure correct bill is charged to correct person. You should let cashier know the guest from which table and what amount he has been charged for. Nice End up: After settling everything when guest stands up to go at that time help him to pull his chair. Also check the table to ensure guest doesn‟t forget to take any of his belongings. At last thank the guest for his coming and invite him to come again. You should end up by saying, “Have a nice day sir” or “See you again” How to seat Guests in Restaurants At first when a guest intern into restaurant premises then it is the duty of the waiter to greet and seat the guest. By using commonsense you can understand where you should seat guests. Different seating arrangements should be made for different types of guests like single guest, kids, family, old people, couple, teenager etc. generally young couples like to be seated in corner where as family or old people do not like to be seated there. On the other hand old people do not prefer to be seated in loud, noisy places rather near the entrance to avoid walking distance whereas a group can easily be seated anywhere. So, if you have options then try to ensure proper seating arrangements for appropriate types of guests. How should you seat guests: Here are some tips to let you know what the perfect way to seat guests is. If you are a service staff then you should follow these steps well. At the time of arrival, approach to guest with smile Greet the guest according to the time like “Good Morning” or “Good Afternoon” Check whether they have prior reservation or not, if not then ask how many of them like to be seated. If you are not sure about how many person they are then polity ask “How many are you, sir?” or “Table for one, right?” If all seats are occupied then politely inform that to guest by saying sorry and write down the host name or give them a coaster pager and ensure him that whenever suitable seat would be free you will let him know. Help guest to pull out the chair. If there is a woman with guest then usually male gust pulls out the chair but if he does not like to do that then you should do that. If you are busy with a table and a guest seat another table which is in your station then try to greet them properly and ensure them you will be available as early as possible.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 12 35 Must Follow Guidelines for F & B Staffs Food & Beverage Service department is one of the most important and integral parts of a hotel. Efficiency of an F & B Staff upholds total standard of a hotel. Here we will learn 30 must follow guidelines for F & B Staffs. This is a must read for all hoteliers. 1. We are always professional when serving our guests. We should assist each other if and when possible to provide best quality service. 2. Always try to understand the guests and identify them by name if and whenever possible. There is eye contact and speak in a warm and friendly manner. 3. All phones are to be answered within three rings. Good telephone etiquette shall be adhered to at all times. Remember "the voice with a smile". 4. Acknowledge guests speedily within two minutes of arrival. Be cheerful and comply to guest‟s request with speed and sincerity. 5. All F & B staff shall always present themselves at all times, in a neat and professional manner. Always wear proper uniform. Be Knowledgeable of Hotel facilities, activities/events and schedule on the hotel. 6. While guest tend to departure, thanks them for his presence and bid a warm farewell and wish them for next return. 7. Must attend daily pre-meal briefing and de-briefing to learn about new items, F&B activities and guest feedback. 8. All Restaurant/Banquet function should be ready before opening or scheduling starting time (20 minutes). The rooms must be fresh, clean and entrance of the outlet will be attended. 9. Spilled or unsatisfactory drinks are promptly replaced without questions. 10.Measure all your drinks that they will taste the same every times. 11.Clean as we go one tray in and one tray out. Service areas and equipment will be cleaned; restock at completion of shift/Function, ready for each meal period. 12.All chipped glassware and defective silverware shall be removed from service. 13.All napkins need to be free of holes, stains and frayed edges. Unacceptable linen shall be returned immediately back to the Housekeeping and new ones are to be replaced. 14.There should never be more than two cigarette butts in an ashtray. Regular changing of ashtrays should be carried out consistently. 15.Straight drinks or cocktails should be served within 3 to 5 minutes. 16.Extra setting should be removed from the table when the guest is seated. 17.The professional service shall be adhered to elegantly by all servers/barmen.(Warm, responsive and professional) 18.Professional service shall always be practised in back of hotel. 19.Footwear must meet department standards and always be cleaned and polished. 20.Nametag should be kept in good condition and worn at all times during duty. 21.Keep bar well stocked according to par level. 22.Neat, clean, complete and symmetrical set up of tables and restaurant/Banquet/Room Service/bar and Deli areas is a must at all times. 23.Menu spotless clean when presenting to guest. Mentioned the daily specialty and menu items shall always be available.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 13 24.Cold foods should be served on chilled plate and hot foods on hot Plate. All foods and beverages are served from right and clear from right. 25.Correct silverware to be presented prior to the food service and will be carried out on service plate with under liner. 26.Clear the plate away from guest only when the guests have finished eating (or indicate by cutleries) Empty glasses, coffee or teacups will be removed when no replenishment is needed. 27.Morning tea, coffee and Juice must be immediately offered during breakfast service. 28.Pull out chair for guest and thank all guests for their patronage. Acknowledge guest in queue or waiting for service and apologies for any delay. 29.Report any mishaps on daily logbook to avoid the same mistakes. 30.All trash or bin to be emptied on every shift and regularly. Corridors and exits are free of room service trays and free of obstruction. 31.Report any maintenance defect during operation. Maintain a correct inventory of furniture, fixture and operating equipment. Carry out a proper inventory and springcleaning quarterly. 32.Stainless steel and silver should look clean and shine. Trolley wheel must be oiled regularly. 33.Fresh flower or plant must be fresh. 34.All articles found in any outlet should be handled over to the Lost and Found for safekeeping. 35.All Staff should try to promote the Hotel Food and Beverage outlets with confidant. Must Follow Food & Beverage Service Rules Today i will discuss some basic food and beverage service rules. Waiter or waitress working in hotel and restaurant should try to follow these basic rules to provide a wonderful service to their guests. General Service Rules: Handle silver flatware by the handle Handle clean chinaware by the edge. Handle glassware at the stem or base. Never place your thumb on the plates. Always carry silverware, chinaware, linen, glassware on a clean tray when approaching guest table. Never walk back to the kitchen empty-handed, take along dirty dishes. Dishes should not be stacked too high on the trays. Meal Service Rules: Always serve the ladies first. Always serve guests from the right and clear tables from the right.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 14 Before each course is served, removed soiled chinaware and replace with clean chinaware. Complimentary starter (if available) is to be served to all guests after the food order is taken. Chinaware and towels are to be changed throughout the meal. Always change ashtrays when one cigarette stub is in it. Beverage Service Rules: Always open wine bottles in front of the guest. Leave the bottle (if white wine or champagne) in the ice bucket when opening. Always display the label and repeat the name of the wine when presenting to guest. All alcoholic drinks must be served with mixers and ice on the side. When serving alcoholic drinks, request the guest to advise how much ice and mixer they would like. Rules after Having Main Course: Crumbs are to be swept away using a folded napkin on to a clean B&B plate before dessert is offered. Coffee and varieties of tea are to be offered when taking the dessert order. Cream and sugar are to be served on silver tray and placed on the table before coffee or tea is served. Coffee or tea must only be served in silver pots. Tray with dirty dishes to be removed immediately from the public area to the kitchen. Dirty dishes are to be cleared only after everyone at the table has finished that course. Checks are always to be presented in the check folder. Checks are to be presented to guests on demand only. Tables are so be reset as per table top specifications as soon as the guest departs. Complimentary meal-end items (if available) are to be offered when presenting the guest check. Detail Food & Beverage Service Training for Waiters (SOP) This is the detail tutorial for waiter or server on how to serve food or beverage in restaurant. Let's learn some basic skills. Prepare Restaurant Area for Service: 1. Dining/restaurant area is cleaned and/or checked for cleanliness prior to service in accordance with enterprise procedures. 2. Customer facilities are checked and cleaned prior to service. 3. Comfort and ambience of the area is prepared in readiness for service including adjustment of lighting and music where appropriate.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 15 4. Furniture is set up in accordance with enterprise requirements and/or customer requests. 5. Furniture layout ensures staff and customer convenience and safety. 6. Equipment is checked and prepared for service. 7. Contact is made with kitchen staff and information sought on menu variations. Prepare and Set Tables: 1. Tables are correctly set in accordance with enterprise standards, required timeframes and/or special customer requests. 2. Where appropriate, standard industry clothing techniques are correctly used. 3. Cleanliness and condition of tables and all table items is checked prior to service. 4. Items not meeting enterprise standards are identified and removed from service areas. 5. Recurring problems are identified and reported to the appropriate person. Greet your Guest: 1. Guests are welcomed upon arrival in accordance with enterprise customer service standards. 2. Courteous introductions are made and reservations are checked where appropriate. 3. Guests are promptly seated. 4. Menus and drinks are promptly presented to guests in accordance with enterprise standards. 5. Where menus and drinks lists are presented verbally, clear and audible explanations are provided. Order Taking & Processing: 1. Orders are taken promptly and accurately with minimal disruption to guests. 2. Where necessary, orders are legibly recorded using correct documentation and promptly conveyed to the kitchen and/or bar. 3. Recommendations are made to guests to assist them with drink and meal selection. 4. Customer questions on menu items are correctly and courteously answered. 5. Where answer is unknown, information is sought from the kitchen or appropriate supervisor. 6. Ordering systems are correctly operated in accordance with enterprise procedures. 7. Glassware and cutlery to accommodate the meal choice are provided and adjusted in accordance with enterprise procedures. Serve and Clear Food and Drinks: 1. Food and beverage is promptly collected from service areas, checked for presentation and carried to guests safely. 2. Flow of service and meal delivery is monitored. 3. Any delays or deficiencies in service are promptly recognized and followed up with the kitchen.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 16 4. Guests are advised and reassured regarding delays. 5. Food and beverage is courteously served at the table in accordance with enterprise standards and hygiene requirements. 6. Dished are served to the correct person. 7. Customer satisfaction is checked at the appropriate time. 8. Additional food and beverage is offered at the appropriate times and ordered or served accordingly. 9. Tables are cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to guests. 10.Accounts are organized and presented to guests on request. 11.Where appropriate accounts are processed in accordance with enterprise procedures. 12.Guests are courteously farewelled from the restaurant / dining area. Close Down the Restaurant: 1. Equipment is stored and/or prepared for the next service in accordance with enterprise procedures. 2. Area is cleared, cleaned or dismantled in accordance with enterprise procedures. 3. Area is correctly set up for next service in accordance with enterprise procedures. 4. Where appropriate, service is reviewed and evaluated with colleagues for possible future improvements. 5. Where appropriate, handover is made to incoming restaurant colleagues and relevant information is shared. How to Take Food Order in Restaurant (SOP) Order taking is a skillful art for any waiter. After proper greeting and seating a waiter needs to wait for the guest to take order. Today, we will learn how to take food order in restaurant through step by step instruction. Step-1: Observe your guest: Be observant and use proper timing Smile, make eye contact and try to anticipate when the guest is ready to order e.g. when a guest closed the menu or look around, that is an indication that he/she is ready to order Step-2: Approach to the table: Approach the guest table with a smile and maintain eye contact by saying: Excuse me Mr./Mrs./Ms… or Sir/Madam, may I take your order please Step-3: Suggestive selling:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 17 Recommend your buffet to the guest by saying: May I suggest our (according to the meal period): Breakfast buffet which consist of …. Luncheon buffet which consist of ….. Dinner buffet which consist of…. If the guest prefers to order from the a la carte menu, advise the guest of our daily specials or other promotion Offer further suggestions accordingly by saying: Excuse me Mr./Mrs./Ms…. or Sir/Madam, would you like to have an appetizer to start with, may I suggest our …. Or May I suggest our …. Soup, it is one of our most popular soup and it is …… Step-4: Take the Order: During the ordering process, note down the number of guests and items ordered in a sequential order corresponding to the seats on your order pad Take order from the lady first follow by an older gentleman or a guest and the host last Step-5: Repeat the Order: After all the guests has ordered, repeat the order back (from the order pad) to the guests by saying (in a clear, confident and polite manner): Excuse me Mr./Mrs./Ms…. or Sir/Madam, may I repeat your order please, they are… Step-6: Before leaving the table: When guest has acknowledge the order, thank guest politely and collect all menu Tips: Confirm with the guests if they would prefer to be served course by course or all the dishes at the same time (For guests who has ordered more than one dish or have different numbers of dishes) Refer to the menu to identify the items that can be prepared with different methods or served with different sauces, etc. Ask the guest what they would prefer Always approach guest in a friendly and courteous manner Speak with a clear and confident tone Always approach and serve from the right hand side of the guest unless it is more practical and efficient to do it from the left Address guest by their name where possible. Name can be obtained from:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 18 Reservation book/table plan Asking host person or team leader introducing yourself and asking the guest directly How to Serve Tea or Coffee in Restaurant (SOP) Tea is an aromatic and most popular beverage made by infusing tea leaves in boiling water. Tea is served either hot or cold. On the other hand, coffee was introduced in Europe in 17th century and from then it gains immense popularity. In the sequence of meal service, coffee is often served last so it is very important to know how to serve these beverage items properly in restaurant to provide last minute satisfaction to guests. Here is the step by step guideline on serving tea or coffee properly in restaurants or coffee shops. Tips to Serve Tea or Coffee in Restaurant: 1: Set up Coffee Order: Never serve that is more than 30 minutes old. Must smell the coffee to be sure it is fresh If a coffee pot is a one-quarter full or less, start a fresh pot On a service tray, place the correct number of cups and saucer or mugs, cream, sugar and artificial sweetener 2: Serve Coffee: Place a coffee pot with fresh coffee on the service tray Carry the tray to the table. Place the tray on a tray jack Place the mug or cups and saucer to the right of the water glass with the handle turned to the guest right 3: Re-fill coffee cups and mugs as soon as possible: Pour from the guest‟s right side with the pot in your right hand Do not pick up cup fop Do not ask if guest wants to a refill Pour until the guest signal signals that he or she has had enough. 4: Place other items on Tray: Place sugar and a creamer on a service tray. Place a clean spoon on a napkin and place it on the tray 5: Fill Teapots with Hot Water:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 19 Place a tea bag and lemon wedges in a small side dish. Place the plate on the service tray Run hot water from the coffee maker in to a clean two cups pot 6: Serving Hot Tea: Place the mug or cup and saucer on the table with the handle pointing to the guest‟s right Place the teapot and under liner to the right of the cup or mug Pour from the guest right side with the pot in your right hand How to Provide Expert Suggestions on Wine If you work in restaurant or bar or in any other F & B outlet then sometime guest might want some special suggestion while you are serving wine. Also as an hotelier you should have enough knowledge and skills to develop wine list for your establishment. Today, you will learn an advanced topic that is how to provide specialist suggestion on wine and how to develop your wine list. 1: Advise on local and imported wine: If guest wants your assistance with making wine selections then courteously offered your assistance to your guest. Advice on the compatibility of different wines for menu items. Provide Correct and up-to-date information about different wine options. Make your guest understand difference between local and imported brands. Don‟t treat your guest as an expert. Discuss about appropriate, styles and production methods in clear and simple language. 2: Evaluate wine: If you want to suggest about wine then you should evaluate it. Wines are evaluated using accepted sensory evaluation techniques, including: 1. Color, appearance and other sight variables 2. Aroma, bouquet and odor 3. Taste and mouth feel. Wine evaluations are used to enhance the quality of information provided to guests and to inform wine selections. If you don‟t have practical knowledge and experience then it will be quite impossible to give proper suggestion and impact on wine list making. 3: Develop Wine List:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 20 You cannot develop wine list without knowing your menu. So discuss with appropriate kitchen staff to know information on menu items. Before selecting any wine think carefully about the compatibility with menu items. Wine lists need to be balanced. This will ensure appropriate selection in terms of cost, regional representation, the size and nature of the enterprise. While you are developing your wine list you should consider about your hotel or restaurant. The list should be profitable. Format and design of wine lists are clear, accurate and appropriate to enterprise needs. Before finally selection, evaluate your competitors list. This will give you some points to think about. Consult with superior authorities and take account their suggestions. 4: Be Updated: If you want to be expert on wine then you should do some research both formally and informally. This will help you to access current, accurate and relevant information about wines Do take some research on trends in guest‟s needs. By this way you can understand which brand runs good, which can attract your guest more, which is profitable etc. General trends in the wine market are identified and information is applied to the workplace. 5: Learn & Learn: Here are some sources from where you can learn more about wine to be an expert on it. Discussion with suppliers Read general and trade information Food reference books & magazines Trade shows Attending wine testing Internet Guest Reviews, Feedbacks Competitors wine list, etc. Pre-Service Checklist of F & B Outlet (SOP) Before allowing guest to come and enjoy your service for your betterment you should check everything. This is called as pre-service checking. A good manager or experienced waiter gives much attention and value to check before starting servicing. This reduces possibilities of causing mistakes, rising complaints by guests and ensure smooth service standard with full professionalism. Here are some strategies you should focus: 1: Check the side station: Make sure you have all the necessary cutleries and silverwares in the side station. Replace any unnecessary items and bring required items if needed.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 21 Check silverwares with great attention. Check whether it is free of spots, clean, glazing and workable or not Make sure the drawers of the side station are ok. 2: Check the glassware on the table: Look at cracked, spotted and chipped glass. If found replace immediately. Make sure all the glasses are shining. Be sure you set correct glassware on the table for appropriate service. 3: Check napkins on the table: Make sure correct napkin folding has been done by the waiters. Don‟t make such napkin folding which does not match with your theme of the restaurant and occasion. For example fancy folding styles should not be used in formal meetings but can be used in happy occasions like kid‟s birthday. Refold napkins that are not folded properly. Replace torn, dirty napkins. 4: Check Salt Peeper shakers: Experience hoteliers always refill the salt shaker with some pieces of uncooked rice. This is because uncooked rice can quickly absorb moist on the shaker and thus it helps easy dropping of the salt from the shaker. One of the most frequent complaint arise by the guest is for improper shakers. So before service ensure it is clean and free of spots, cracks etc. Always wash shakers according to the cleaning schedule. Don‟t use water if you use wooden shakers. 5: Check the table cloth: Make sure you use appropriate size, color and standard table cloth. Make sure it hangs consistently on all sides. Replace dirty cloths. Always maintain cleaning schedule. Check cloths for holes, stains, spots. 6: Check table & chair: Shaky chair and table are the cause of making gusts feels disturbed. Before placing any chair or table for guest sit on the chair and check the table to be ensured that all are ok. If anyone shakes immediately replace it or call the engineering department. Sometimes seats of the chairs become dirty for guest. Be sure it is clean. Be sure there is no dust on any table or chair. Must clean all of those properly and most importantly regularly. Place each chair in such a way that edge of the chair remain even with the edge of the table.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 22 Keep proper sitting arrangement for kids and disable guests. 7: Check the sitting arrangement: Make sure all tables are set on same style. Make sure all chair and table are on equal height, color and standard Make sure there is proper gap between each table and chair with another one so that guests and service stuffs can easily move. Try to make best use of your allocated area. 8: Mis-en-place: Polish cutlery using silver polish. Make sure there are sufficient amount of plate and other items to handle emergency situation. Ensure there is enough bread and butter, coffee powder. 9: Mis-en-scene: Make sure there is good number of stocked plates and other items to be used in emergency. Check your AC. Often guest complaint about it. Switch on all lights to check for fused bulbs. Sort menu cards properly. Ensure all promotional materials are available. Remove all wilted flowers and replace them with fresh ones. 10: Check daily specials: Always consult with your chef first to know what is today‟s special. Captain or head waiter should brief his subordinates properly. If you are not sure about ingredients or style of cooking of the special item then try to learn from the chef. Often guest ask questions about it. How to Serve Champagne Serving any sparkling wine like champagne is little bit sophisticated. As champagne is a sparkling wine and it is costly, so years of practice and deep attention is necessary to serve it properly. Serving of champagne is quite similar to that of any other wine however the method or procedure of opening bottle differs. If you really like to know the steps then pay your deep attention and read the tutorial and watch the videos to know better. How to serve champagne:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 23 1. First present the wine list to your guest. There will be champagne list. Sometimes it may happen that you are out of stock. So be sure which champagne you have in your stock. 2. Before serving champagne try to learn details about it. Learn their brand name, regions, alcoholic content etc. Superior champagne, which are the finniest champagne of all, generally found in French. So learning about some popular French champagne will be helpful. 3. After taking order from the guest, prepare BOT (Beverage Order Ticket). A BOT is like KOT (Kitchen Order Ticket) and it also made in triplicate. Among these 3 copies, one is made for waiter, one is for bartender and another is for cashier. 4. After preparing, give one copy of BOT to bartender and receive the order champagne bottle. Always remember champagne is served chilled, at 45 Degree F, wrapped with a napkin and covered with another one which is called “Baby Wrap”. Just after receiving the bottle from bartender, place it in refrigerator or cooler. 5. Now let‟s learn how to set up table for serving champagne. Champagne is served in champagne flutes, champagne tulip and champagne saucer. 6. The glass should be placed below the water goblet on the right of each cover. 7. You should bring the champagne in a champagne bucket in a stand with ice. Keep it on the right of the host. 8. The pressure of the champagne bottle should be around 4.925 kg per square cm. Do give much care on not to shake otherwise pressure will build up and create accidents. 9. Present the wrapped bottle of champagne to the host for his confirmation. While presenting label should be facing toward guest so that he can read it. 10. After being confirmed from the host, proceed to the next procedures. After presentation keep the bottle in wine cooler. The neck of the bottle should be kept pointing toward ceiling so that if cork released by mistake then no one gets hurt. 11. To open the bottle properly, first cut and remove the foil cover and tourniquet. Then place your thumb on the cork and at the same time remove the cork, harness and hood by twisting the bottle to loosen the cork. This is the best way to open the bottle to avoid pressure growing, never do the reverse. Keep the angle of the bottle at 45 degree and must be pointed toward ceiling. 12. After opening proceed to serve the guests clockwise. Serve Ladies first then others and at last to the host. 13. Pour one third of the glass. Refill the glass periodically. 14. To avoid spillage, before filling the glass fully, just gently turn the bottle with a twist. 15. After pouring sufficient amount of champagne, rewrap the bottle with a temporary bottle stopper and replace in the ice bucket or chiller with a napkin wrapped on it. Settling Credit Card Payment (SOP) Credit card is the one of the mostly used payment method in most of the hotel or restaurant. After having meal guest like to settle his or her account through credit card. Let‟s learn how to handle credit card payment with highest level of security and professionalism. 1: Observe the Guest:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 24 Observe the guest to see whether he or she like to pay or not. If the guest waits for you to settle his or her account then gently proceed. 2: Approach the Table: After reaching the table, ask whether the guest is ready to pay or not. You can also wait to hear your guest. If he agrees then approach from the right hand side of the guest. With a smile collect the credit card in the bill folder. After collecting bill, you should say “Thank you, Mr./Mrs./Ms.. or Sir/Madam, I will be back in a moment” Don‟t be over excited or try to hurry up. Ensure that the bill and the credit card are on the folder. 3: Handling Payment: Proceed to the service station and use personal code/swipe card to obtain approval for access into system Process credit card payment through system (swipe card, enter credit card number, enter expiry date, enter amount, etc) 4: Printing: Print out credit card sales draft when credit has been verified and amount approved. Ensure that print is clear and readable Check to ensure amount indicated on sales draft and bill is the same Place receipt on top of bill folder Place credit card on top of bill Place credit card sales draft on top of card Close the bill folder and return back to guest Take care and ensure that nothing fall out of the folder 5: Taking Signature: Get pen ready and approach the table from the right side of the guest and present the folder by saying in a polite manner: Excuse me, Mr./Mrs./Ms…. Or Sir/Madam XXXX, your signature, please.. Give pen to guest, ensure that pen is clean and can be written 6: Returns to the Guest: When guest has signed the sales draft and bill, collect the closed folder back Take one step back, check to ensure that signature on sales draft is exactly the same as the one on the back of the card Return original copy of the sales draft (customer‟s copy) onto the folder with the credit card and bill (copies of sales draft to be kept for internal processing)
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 25 7: Closing the Procedure: Return folder back to the guest by saying in a courteous manner: Excuse me, Mr./Mrs./Ms…. or Sir/Madam XXXX, your receipt please, Thank you How to Handle "Wrong Order" (SOP) Theoretically when you think you should not find any reason for “Wrong Order”. Here I use the term wrong order in order to mean that situation when a waiter approach a guest to serve his order but guest give a reply that he even don‟t order this item at all. Such an embarrassing situation, right? Anyway, although it is unexpected but sometimes due to high volume of guest or lack of proficiency of a waiter (most of the time newly recruited) wrong order may take place. Don‟t be panic. We all are human being. So do apologize your guest for serving wrong food and follow these steps which are classified into 2 categories, food & beverage: A: Food: Step-1: After serving food if your guest Replies: “I did not order this” then it may happen that: You have delivered food into wrong table You note wrong order. For example, guest order 15 no item but you wrote it as 50! Kitchen staff does not provide proper item upon your KOT Whatever the reason is if you found it is your mistake then do apologize as early as possible and inform him that you will rectify immediately. Also never argue with you guest or colleagues to prove that you were wrong. As a server it is your prime duty to serve your guest properly and stay on your task. Blame seeking is not to be entered into at any stage. Making proper solution of the problem can be possible after service period. Step-2: Cancel the dish in the P.O.S. and register the new dish, the kitchen will receive a print out to cancel the dish. Step-3: The Supervisor should delete the items from the guest‟s check in the POS system and add the newly ordered item. Step-4:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 26 As you know guest will not pay for wrong order. So the order should not be cashed off and write proper reason on official check with a signature by the outlet manager. Step-5: The chef or kitchen personnel should decide what will they do with wrong order. Step-6: If it happens that you approach in wrong table and can immediately understand than you should serve into the proper table and by this way you can avoid wrong order. Note: Generally “wrong order” is an accident which does not occur regularly. But if it happens regularly with all the waiters then there may be any big problem in your system or if it happens with any particular person then again and again then it indicates his lack of proficiency. Proper training can solve the problem. Beverage: Follow step-1 to 4 discussed previously. Step-5: Return the wrong order to the service bar. Bartender should try to save the beverage for future selling. He should follow these steps: Remove any ice. Opened soft drinks and juices may be resold Spirits or hard liquor should have the Liquor kept in the glass, should another order take place Beers may be resold (so long as they are resold within Half an Hour) Follow step-6 and the note discussed earlier. Hopefully now you get the idea on how to handle wrong order. Keep in touch. Tanji How to Serve Beer from Can or Bottle Beer is a popular beverage item served in restaurant. According to Wikipedia, Beer is the oldest and most widely used alcoholic beverage and after tea and coffee, most popular drink in the world. So, if you are working in hotel or restaurant then you should have sound knowledge on how to serve beer properly. Let‟s learn the trick:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 27 How to Avoid Foam: First proceed to the table to serve beer. When filling the glass with beer pour it at a slow steady pace and endeavor to pour the beer to flow down on the opposite side wall of the glass. If the beer glass is already full and there is still some more beer remaining in the can/bottle, leave the can/bottle on the right side of the beer glass. Things You Should Consider: Ensure to open the top of the can/bottle beer before approaching the guest and you have one glass prepared for each beer ordered. Place the glass down on the right hand side of the guest. Ask the guest politely, “Would you like me to pour your beer for you sir/madam.” If they say no, place the beer can/bottle on the right hand side of the glass a 3:00 o‟clock position. If the guest says yes, proceed with the following steps. Bring the beer can/bottle of the drink tray, with your right hand and begin to pour the beer very slowly (ensure that the can/bottle does not touch the rim of the glass). Whilst pouring the beer slowly on the opposite inside wall of the glass, watch the glass filling with beer (if the beer starts appearing to have too large amount of head, stop for a few seconds, until the head subsides, then proceed. Stop pouring beer when the glass is already full. There should only be approximately 2-3cm volume of head in the glass (though some guests may prefer a larger head). If there is some remaining beer in the can/bottle place it on the right hand side of the glass at 3: 00 o‟clock position. Remove empty can/bottle with your right hand from the guest‟s right hand side and place it on your tray and return it to the Bar or Back-of-House. When the beer glass has only 1/3 of beer remaining politely ask the guest if he/she would care for another beer. E.g. “Excuse me Sir/Madam would you care for another beer?” Service Preparation for Busy Restaurant Before allowing guest to enter into your restaurant and enjoy your service, you should prepare yourself first. If you don't organize yourself properly before starting your daily operation, then there is high chance you can't give desired service. Here are some key check lists which you should consider before opening a restaurant for guest. 1: Punctuality: All restaurant staff must be punctual. They should be present on time, at the restaurant 10 minutes before commencement of duty. 2: Ready for the assigned job:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 28 Check your uniform and appearance according to the hotel grooming standard. Read this tutorial: Proper Uniform of a Waiter in Hotel or Restaurant Always give deep attention on your hygiene and grooming. Learn more about it: Personal Grooming Tips for Hoteliers Must have note book, pen and cigarette lighter Must not have any personal items on you (except locker‟s key, meal card and I/D card) In some restaurant, you are not allowed to keep more than a limited amount of money in your pocket during service. 3: Prepare the briefing: If you are captain or restaurant manager then prepare the briefing. Collect all information needed and write them down on the notice board (example: daily specials, occupancy, functions, promotions, etc.) Ask for feedback, write down their comments and follow up if necessary Check the appearance and grooming of your subordinates. On the other hand, as a member of the team, it is your utmost duty to present in the briefing on time with proper uniform. Listen with full attention and don't hesitate to ask if you are not clear about some points. never gossip with your colleagues while briefing going on 4: Topics of Briefing: Brief staff regarding functions and events (their requirements and procedures) Brief staff regarding V.I.P guests list Brief staff regarding table reservations Brief staff regarding daily specials, seasonal items and other food promotions (how they are prepared, served and etc.) Brief staff regarding out of stock items Brief staff regarding hotel occupancy levels and anticipated trends (expected covers, revenue, average check) Brief staff regarding hotel activities and other info. Brief staff regarding up selling activities and delighting the customer 5: Briefing Guideline: A service briefing should be conducted at the beginning of every shift. And if necessary at the end of a shift. Use the attached checklist to conduct your briefing. Don't make the session too much boring, make it enjoyable and show respect on your colleague's comment. 6: Opening Restaurant & Checking Check list:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 29 Pick up keys from the Security Department, open the door & turn on the light. Make the environment fresh. let the fresh air come and remove dampness 7: Checking Cleanliness: Table set-up includes flower, glasses, cutleries, chinaware, napkin , ashtray, salt and pepper shaker. Exchange the dirty linens at the Housekeeping‟s linen room based on a trolley exchange system “one for one”. 8: Setting the Table: Lay table setting according to table top standard. All table setting has to be completed before the outlet closes for the day before the next shift starts the following day. All table settings must be collected from the Stewarding dish washing area the same night for the next morning staff to clean. 9: Opening the Bar: Clean the bar counters with a cleaning cloth. Check bar inventory and fill in the opening stock column in the inventory file. Pick up all requested items from the Food and Beverage store room. Fill ice in the clean ice bin. Prepare standard beverage garnish includes lemon wedge, Slice lemon ring, parsley and salt. 10: Open the restaurant: After careful checking, open the restaurant for guests. Follow same briefing guideline on each shift. Real Life Courtesy Training for Waiters Our today's Free Hotel Management Training Tutorial is about Courtesy. It is the hallmark of a good waiter to be courteous on all occasions not only towards guests but also towards his colleagues and other people working in the same unit .Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes into contact. His manner should not be just a part of the “technique” of the restaurant. The advantages and necessity of being courteous should be emphasized as it not only smoothens operations but also ensures better ties. Courtesy Training for Waiters: 1. After a waiter has served breakfast and a guest is leaving, he should say “Thank you, have a pleasant day” It should be said with utmost sincerity.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 30 2. When approaching a guest use the word „assist‟, e.g. “May I assist you “or “May I be of assistance”. 3. When guests are leaving after lunch or dinner or even if they have just stopped in for a cup of coffee or a drink, say “Thank you. I hope everything was all right. Do come again, or “It‟s been a pleasure serving you. Please come again soon." 4. Always present the check without delay. Keep it at the side station when the guest are nearing the end of their meal. 5. While taking an order the waiter should approach the guest from the left and place the menu in front of him and inquire, “ May I have your order, Sir/Madam ?” Wait patiently facing the guest until after any necessary advice asked has been given, and the order is complete. Give the guest enough time to decide what he wants and do not rush him. 6. Guests should never get the feeling that they are being hustled. It is really proper to let them finish their drink before asking for their food order. In the evening this holds true. At noon a lot of people are on a tight schedule so the lunch- time menu should be presented as soon as the guest is seated. Before taking the food order the waiter should ask whether they would like to take the food order and serve it as soon as it is ready. If the answer is “yes”, the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “later” the waiter the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink. Drink, “May we bring you a drink before lunch?” If the answer is “No” he should take the food order and serve it as soon as it is ready. If the answer is “yes”, the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “later” the waiter the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink. 7. If a guest says his food or drink isn‟t right, the waiter should not tell him so, even if he is sure that the guest is wrong. The waiter should tell him “I am sorry. Please let me bring you another or may I bring you another or may I bring you something else?” The waiter should take the order back to the kitchen and tell the chief to replace it. If he has any trouble, he should tell the manager. 8. In case there are restaurants having bar counters or bars in the immediate neighborhood of the restaurant, guests who cannot be seated in the restaurant should be asked if they wish to wait in the bar until a table is available. If possible the supervisor should accompany the guest to the other facility to make sure that they will be taken care of properly. 9. In case a waiter is busy and cannot attend to a guest at once, he should inform him that he will attend to him immediately or in a moment. 10.If the waiter knows the guest‟s name it is advisable to address him by his name as this shown that the guest is getting personalized service. 11.A guest may become impatient if he cannot catch the waiter‟s eye. The waiter should never ignore guests or just pass them by, because they are not on his station. He should stop and acknowledge the call, by saying politely, “I will send your station waiter, sir “.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 31 12.When two tables are occupied approximately at the same time, the waiter must take the order of the first party, first. 13.Each guest entering the restaurant must be received at the door by the hostess or the supervisor in a cordial and pleasant manner and be conducted to a seat. Chair should be held for the convenience of all lady guests, and gentlemen if possible. 14.Guests must be asked prior to seating whether the table, which they have been allotted, is agreeable to them. Personalized Service Training for Waiters Personalized Service in Food & Beverage service focuses on the interactions between the customer and the food & beverage service staff. Why Personalized Service is required in Restaurants: In Hotel or restaurants, Guest must be treated as KING/QUEEN. We are here to give comfort and happiness to the guest along with food. This helps the venue to get repeat business and this causes the revenue of the restaurant to increase. If guest will be satisfied by service, then he will advertise the venue to his/her friends or relatives without any costs to the venue. How we can give personalized service to guest: Always wish the guest in proper way. Talk with the guest. Suggest the guest the correct combination of food & beverage. Maintain proper languages and body action. Always have smiling face. Solve any problem of the guest on the spot. Things You Must Remember: Don‟t talk to other staffs without first excusing themselves from the customer. Don‟t interrupt interactions between customers and staff, but should wait until there is a suitable moment to catch the attention of the guest. Don‟t serve the customer whilst carrying on a conversation between themselves. Don‟t talk across rooms either to each other or to customers. Always follow these simple rules, while giving personalized service: Showing customers to their table – Always walk with them at their pace. Seating customers- Ladies first descending in the age unless the host is a lady. Handling menus to customers- Offer the menu and wait for the customer to take it. Opening and placing napkins- Open carefully, do not shake it like duster, place it on the customer‟s lap after saying excuse me to the guest.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 32 When offering water or any extra food items like bread rolls, always say “Excuse me Sir/ Madam, would you like another bread roll?” Talking to customers- only when standing next to them. Serving and clearing- always say “Excuse me” before serving or clearing and “Thank you” after you have finished with each customer. Explaining food and beverage items- use terms the customer understands (i.e. no technical terms); use terms, which make the sound attractive; do not use abbreviation. How to Gain Menu & Beverage Knowledge Let‟s learn how to be familiarized with Menu and Beverage. All Food & Beverage Service personnel in Hotel or Restaurant should clearly understand different beverages sold in different outlets along with its terms. They should also have clear conception about menu and different terminologies. Menu Knowledge: Food & Beverage personnel should know following points of information regarding menu clearly: Dishes name. What it looks like. What it tastes like. What are ingredients of the dish. Cooking method. Preparation time. Required plate, cutlery, garnish, condiments. How to serve. Abbreviation. Price. Remember: As a Service personnel the more knowledge you will have on different menu items, the better you can suggest you guest. This is a remark of a Great Hotelier. Beverage Knowledge: To get clear conception on different beverage items & terminologies follow these steps: 1. Learn the most common drinks including standard spirits, soft drinks, beers and house brand. 2. Learn the ingredients of the most common cocktails and making method. 3. Learn the bases of popular liqueurs. 4. Try to know where the wine/spirits produced and how they are made. 5. Try to be familiarizing with all different glasses. 6. Know abbreviation of each item. 7. Try to be familiarizing with serving different drinks. 8. Know all different mixers, condiments and accompanies. How to Serve Different Beverage Items
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 33 Today we will learn how to serve different beverage items. AS you know Different drinks require different service techniques. There are four main types of drinks that we serve in our restaurants and bars that require a different service technique. These types are: Blends, juices, healthy juices Soft drinks from cans or bottles Wines Hot beverages (coffee & tea) However, one important rule applies for all of these drinks, which is that we serve the drinks from the right of the guest. Blends or Juices: These drinks are prepared by the bar staff and the glasses are usually filled at the bar. This means that for the host or hostess, all that needs to be done is to place a coaster on the table for the beverage. Soft Drinks from Cans or Bottles: The procedure for serving soft drinks is really quite simple and nothing to worry about. When you receive the drinks from the bar, they should still be in their can or bottle, place on a tray with the glassware (usually a highball glass). Ice and lemon should only be there if the guest requests it. Remember, it is 6 Senses policy not to serve ice in beverages unless requested by the guest. Once you arrive at the table, place the coasters down at the correct position on the table. Then place the glass, open the can and fill the glass, (if you have a bottle it is permissible to open this prior to arriving at the table). Once you have filled the glass, pour the remaining beverage into the decanter, whilst the decanter is still on the tray. Then place the decanter on the second coaster. If you are pouring a beer, fill the glass, and then leave the bottle on the second coaster. Offer ice and lemon separately. Ensure ice is served throughout the period the guest is in the restaurant. Wines: Serving a wine is again really quite simple. Once the guest has placed the order, the wine waiter (sommelier) should find the bottle. The sommelier should present the bottle, cradling it in the hand with the label facing the guest who ordered. Once the guest has approved the bottle, you should place it on the table and remove the lead. Use the cork screw to remove the cork, place it on a small side plate and present this to the guest who ordered. Once he/she has shown his/her approval, pour a small fine measure into the glass fo the guest who ordered, making sure not to spill any wine. Allow the guest a few moments to check the wine, if the guest approves, pour the recommended quantity into each glass, leaving the glass of the host until last.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 34 Hot Beverages: Once you have taken the order for the hot beverages and run the order through to the outlet, place the sugars/milk on the table. Make sure you offer the guests of the option of Milk, Skimmed Milk or Soy Milk. If possible place them between the hosts in the middle of the table. Once this is done, the drink should be ready for pick up. If it is coffee, it should either be in a plunger, or in the case of an espresso or cappuccino etc, in a cup. All teas should be served in a teapot. When serving the drinks before placing them down on the table, check that the cup handle points to 4.30 and the spoon in parallel above. Ensure coasters are available and used to prevent the tables from “burning”. Also make sure we serve a small “butter dish” with under liner to put the empty tea bag or the lemon from the tea. Top 6 Golden Service Rules for F & B Here in this FREE Hotel Management Training Tutorial, we will learn Top 6 Golden Service Rules for Waiter and other F & B Staffs. These rules are very helpful for any hotelier in order to provide quality service to his or her guest. Here we will know 6 core points where Food & Beverage Staffs should really work and concentrate on. If you are a hotelier working in F & B outlets then do read this tutorial and try to understand the hidden message inside the post. 1. Guest Focus: Give the guest what he/she wants The guest is reason why we are in business and therefore the guest and his/her needs must be the focus of everything that we do. Never say: “I’m sorry", that‟s not part of our policy. If that is the case, then it is truly time to review that policy to meet the guest‟s need. Whatever the policy or procedures used to handle any situation involving guests should always be formulated with the guest‟s need in mind. 2. Focus on the process as well as the results: React on complaints positively and follow up on it How a task is carried out is as important as the final result. The step by step approach that we adopt to carry out any task is part of our quality service though the end result is what most guest experience. 3. Prevention versus inspection: Consistent, prompt & polite recognition It is better to prevent set up a situation, whereby little variations in quality takes place rather than to always be checking for quality. The standards and procedures set up to accomplish a task should be “prevention” orientated rather than a cure. 4. Mobilize expertise: Fast – Sufficient – Greeting – Friendly
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 35 Seeking advice and technical knowledge of those who are expert in a particular field, and help us maintain quality. If you are not sure of handling a delicate situation or service procedure, ask always first your supervisor 5. Fact based decision making: Check twice Whatever decisions we make should be based over on Hard facts gathered through records or data collected Over a period of time, rather than a “gut-feeling” approach. 6. Feedback: The best people to ask about quality service are our guest. Guests are always willing to tell us what they expect, need and want from us in terms of service and quality. A system of gathering feedback from our guests should be implemented as a constant check on guest satisfaction. Room Service Procedure in Hotel (SOP) As you know when food and beverage items are served to guests in his or her room is Called Room Service. For my members in Membership Club I will provide 5 to 10 Posts on Room Service so that my members can learn everything. But for my regular readers here I would like to share some basic procedure for Hotel Room Service. 1. Take and Process Room Service Orders: The telephone is answered promptly and courteously accordance with enterprise procedures and customer service standards. The customer's name is checked and used in the interaction. Details of orders are clarified, repeated and checked with the guest. Suggestive selling techniques are used. Approximate time for delivery is advised to the customer. Orders are accurately recorded and the information is checked. Door knob dockets are correctly interpreted. Where necessary, orders are promptly transferred to the appropriate location for preparation. 2. Set Up Trays and Trolleys: Food and beverage items are correctly prepared for service periods. General room service equipment is prepared for use. Trays and trolleys are set up in accordance with enterprise standards for a range of meals including: 1. Breakfast
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 36 2. Lunch 3. Dinner 4. Complementaries 5. Special requests Correct and sufficient service equipment is selected and checked for cleanliness, and damage. Trays and trolleys are set up so that they are balanced, safe and attractively presented. All food items and beverages are collected promptly and in the right order. Orders and trays are checked before leaving the kitchen and before entering the room. 3. Present Room Service Meals and Beverages: Rooms are approached and guests greeted in accordance with enterprise service standards. Customers are consulted about where trays or trolleys should be placed in the room and advised of potential hazards. Trays and trolleys are placed safely and conveniently. Furniture is correctly positioned where required. Meals and beverages are correctly served and placed if required by the customer and in accordance with enterprise procedures. 4. Present Room Service Accounts: The customer‟s account is checked for accuracy and presented in accordance with enterprise procedures. Cash payments received are presented to the cashier. Charge accounts are presented to the guests for signing and charged to the account. 5. Clean Room Service Area: Floors are checked and promptly cleared of used room service trolleys and trays. trays and trolleys are returned to the room service area and dismantled / cleaned in accordance with enterprise procedures. Equipment and food and beverage items are re-stocked in accordance with enterprise procedures. How to Settle Guest Bill in Restaurant (SOP) As you know after finishing meal guest calls for bill. Generally at first captain or head waiter takes order and so after finishing meal they take and settle bills. In many restaurants general
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 37 waiter settle bills. Here, in this free hotel management training tutorial you will get some guideline on settling guest's bill properly in restaurant. Basic Steps: 1. Guest calls for bill 2. Waiter goes to the cashier and instructs him to total the check by the table number. 3. Cashier calculates and totals the guest check including service charge and hands the check to the waiter. 4. Waiter double checks the bill and places it in the check folder. 5. Waiter approaches the table and stands straight to the right of the guest and presents the bill in the folder. 6. Waiter waits for the guest to examine the guest check. When Guest Pay in Cash: 1. Verify the cash tendered by the guest. 2. Waiter takes bill and cash to the cashier. 3. Cashier returns any change due (to the guest) with the receipt to the waiter. 4. Waiter verifies the change returned by the cashier. 5. Waiter gets authorized signature form Manager or his assistant (If applicable) 6. Waiter returns change, receipt to the guest. When Guest Pay by Credit Card: 1. Request the guest to sign to the check and obtains the credit card. 2. Waiter takes credit card and signed check to the cashier. 3. Cashier checks the credit card for expiration date. 4. Cashier obtains approval code. 5. Cashier imprints credit card on respective voucher and the guest check. 6. Cashier lists the amount on the guest check on the credit card voucher and also the guest check number. 7. Cashier returns guest check, credit card and voucher to the waiter. 8. Waiter presents guest check, credit card and voucher to the guest, requesting his signature on the credit card voucher. 9. Waiter discreetly checks the checks the guest‟s signature against the signature on the back of the credit card. 10.Waiter returns the credit card to the guest. 11.Waiter gives the guest copy of the signed credit card voucher to the guest. When Guest want to charge to guest room : 1. If guest wants to pay with his room charge, then politely requests the guest to write the room number and name in the apace provided on the check.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 38 2. Request the guest to sign the check on the line provided. 3. Verify the check of its legibility and returns the check to the cashier. 4. Obtain verification of guest‟s name and room number by requesting the guest for his/her room key and checks it with cashier against house list. Grooming & Hygiene Guideline for Servers Hospitality is such a professional service where each & every staffs have to maintain hundred percent professionalism with pure grooming and hygiene. Here are some tips for every waiters to maintain grooming and hygiene: 1. Daily Shower has to be taken-this is must. 2. You should be well uniformed, well fitting, and spotless. 3. Pay especial attention to your hands. Keep it clean. Always wash your hand after going to toilet or smoking or touching anything. 4. Shoes should be well polished, comfortable, clean, conservative and neat designed. 5. Male waiter and servers should be well shaved. 6. Females should use light makeup. 7. No excessive jewelry should be uses. Ear rings may be allowed but it will depend on organizational policy. 8. Use soft aftershave and perfumes. Do not use strong one which could distract guests. 9. Avoid bad mannerisms like scratching your face, making sounds by your fingers, showing bad sings, cleaning nose, fingering through hair etc. 10. Try to have nice deep sleep to keep yourselves fit for your daily work. Proper Uniform of a Waiter Generally, uniform is such a garment product which indicates profession of a professional. For what there are almost universal uniform a doctor, or a police or a pilot wears. Like other profession in service industry, a waiter should wear perfect uniform suitable with his job. If you are a waiter then you should have 2 sets of uniform. Generally in restaurant a waiter wear white shirt, black pant, black shoe, black shocks and a tie. It may differ from restaurant to restaurant. Whatever the uniform is it should be clean and fit well. An unfit uniform will looks very unprofessional. So, if you are recruited for the first time then must ensure that the uniform provided by the establishment must fit with your body. Shirt should not be so much attached with the body and pant should not so long. Make changes if it does not fit properly. For a female waiter, the skirt she wears should be in proper size. Neither very big nor very small size skirt is best suitable for restaurant. If the skirt is too small then often she will feel problem to bend. In service industry, shoes play a significant role, often which is neglected. As you have to move frequently so it should be rubber soles with low heels. Every time you should police
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 39 your shoes with shiner before start working and if possible between work. A policed shoe give good impression. As you have to stand for a longer period of time so your shoe need to be comfortable to feet on. So, it is advisable to try to wear as much comfortable shoe you can be, whatever the price is. As a server you should not wear any ornaments or jewelry which does not match with the environment of the working area. A wedding ring, or simple jewelry and watch are generally acceptable in all restaurants and hotels.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 40 Front Office
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 41 Hotel Room Types Each Hotelier especially staffs from Front Office and Housekeeping department should understand Hotel Room Types. It is very necessary for a Front Desk Agent or Front Office Personnel or a Housekeeper to have clear concept about hotel's room type. Sometimes guest may not understand these terms. At that time it is necessary for the front desk agent to make him understand all these terms well. So, it is very important to have Hotel Management Training on this issue. Now, I am going to discuss 15 most common Hotel Room Types alphabetically 1. Adjacent Rooms: These are more than single room. When a room is close to each other, may be divided by a wall, will be called as adjacent rooms. 2. Adjoining Rooms: 2 rooms with a same common wall but no connecting door. This may be suitable for group tour or family. 3. Connecting Room: As the name suggests, 2 rooms beside each other with one common connecting door inside so that guests can move from each other. In this type of rooms there are individual outdoor to enter separately. This is suitable for family with children as there is a common door to move from one to another. Connecting rooms sometimes refer to as communicating room. 4. Double Room: A room for 1 or 2 person with one double or two single beds. In America, double rooms are called as Twin Room. 5. Double-double Room: A room with 2 double beds or a queen bed to accommodate 1 or more persons. 6. Family Room: A perfect room to accommodate a whole family. This could be a double-double, triple, quad or suite room. As this is especially for family so if there is a child, then Child‟s cot or Z-bed will be provided. 7. Junior Suite: A room with a bed with sitting or living area. This is also called as Mini Suite. 8. King Room: A room with king size bed to accommodate one or more guests. 9. Quad Room: A room for 4 persons with 2 or more beds inside. 10.Queen Room: A room with a queen size bed to accommodate one or more person. 11.Single Room: A room with one bed for 1 person. There may be more then 1 bed. 12.Studio Room: A single or double room with a studio bed, a bed that could be converted to couch in daytime. In a studio room there may be an additional bed. 13.Suite Room: A parlor or living room with one or more bedrooms connected with each other. 14.Triple Room: A room to accommodate 3 or more person with two or more beds 15.Twin Room: A room with two beds to accommodate one or more person. Types of Hotel Room Rates A hotel usually design standard rate for each room. This rate is generally called as room rate. Room rates are most of the time settle in times of registration. Assigning rates for walking guests depend on front desk agent. There is a term used in hotel industry called “room rate
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 42 designation”. It defines in which position specific room rates should be taken over other room rate hierarchy. Now, we will discuss some common hotel room rates: 1. Rack Rate: Rack rate is the highest rate charged by the hotel for a specific room. Although it is the highest rate but it does not mean that a hotel gain most profits by this. Often selling a room for some less price ensures repeat guests which is much beneficial than this one. 2. Corporate Rate: The rate designed for business people. 2 types of guests may enjoy this type of rate. One is that businessman who stays in a hotel frequently per month or week. Another beneficial is guests from a company, who has contract with the hotel. 3. Group Rates: Offer for a group of people coming together. Generally marketing or sales department settles this rate prior to their coming. 4. Family Rate: During seasonal or promotional time, hotels offer this rate to encourage families to come with their children. Sometimes hotels offer some extra facilities like young children, under specific age may not be charged. 5. Package Rate: This is one of the latest inventions in hotel industry which gets immense popularity. It includes goods and services included with room rent. Generally hotel offers such rate in off season or as a part of their promotion. American plan, is a modified version of package rate which includes meals like breakfast or evening meal with the room rent. 6. Complementary Rate (COMP): This is the only type of rate when a guest does not charge at all. Most of the time management person of a hotel or top employees of a company get such rate which is done to increase hotel‟s goodwill. 7. Half day Rate: Sometimes some businessman needs a room for some few hours or a lawyer may need a room for sometimes to ensure privacy. In this types of cases such rates can be offered where a guest stay in the hotel for some specific hours of the day. Members of Hotel Front Office Department 1. The Front Office Manager is the Head of the Reception, Concierge, Communications Department and the Business Centre. 2. Assistant Manager assists the Front Office Manager in supervising all Front Office areas and responsible for all Front Office areas in the absence of the Front Office Manager. Assistant Manager must ensure all reporting and servicing deadlines are met on a timely basis. 3. The Shift leader of Reception is responsible for the operation of the Reception during the shift, and assists Assistant Manager. 4. Front Desk Guest Service Agents are responsible for all areas of the Reception, and are skilled in Reception services, telephone services, cashiering, guest mail and messages and special requests. 5. Communications Agent is responsible for handling external and internal calls from customers and guests. They are also responsible for wake-up calls, timely messaging etc. All calls and requests will be handled in a courteous manner.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 43 6. Concierge Shift leader is responsible for the smooth operation of the Concierge Department. Concierge Shift leader is also responsible for the maintenance of the battery car and all activities during the shift. 7. The Bellmen escorts the guest to the Reception and then to their room. They deliver guest bags and explain the hotel facilities. The Bellmen also delivers items to guestrooms and offers directions and information about the Hotel. 8. The Business Centre Agents are responsible for assisting guests with business requests with high professionalism. How to Handle Walk in Guests in Hotel As you know hospitality sector, a walk-in guest refers to that person who has come to hotel without any prior reservation. Hotels do not have any sorts of obligation to provide proper accommodation to walk-in guests if there is no available room. On the other hand, accommodating walk-in guest can enhance sales and daily occupancy if it is managed properly. If the agent cannot accommodate a guest then he should refer him to the other hotel of that hotel group or any nearby hotel. By this way, if hotels of a locality maintain good relationship with each other than high percentage of such guests can be accommodated. If you are a front desk agent then follow this guideline to deal with walk-in guests: 1. Treat the guest warmly with ready smile as like as registered guest. 2. Create such situation so that the guest does not feel hesitated. 3. Ask his desire length of stay and room preference 4. Check whether such room is available or not in those days 5. If not then offer other room 6. Quote the room rate and room facilities 7. If guest agrees then proceed for reservation otherwise if guest want then send him to another hotel. Lost & Found Procedure for Front Office Staffs (SOP) The term lost and found itself self-explanatory. It refers to those articles by mistake left or lost by a guest in the hotel. All Lost & Found items from the guest rooms, Food and Beverage Outlets, Front-of-House and-Back-of-House areas are forwarded to the Housekeeping Department as soon as they are found. The whole procedure can be described from 2 different points of view. One is from Front Office and another is from housekeeping point of view. Today, we will share this Free Sop on Lost and found from the front office point of view; hopefully this Free Hotel Management Training Tutorial will make you understand how to ensure that items left behind in the hotel by guests are correctly packed, stored and available for claim upon guest request.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 44 Items found in Public Areas & Food & Beverage Outlets: All Lost & Found items found in the hotel‟s public areas and F&B Outlets must be handed to the duty Assistant Front Office Manager immediately. Then the Assistant Front Office Manager will identify and confirm the item found together with the finder. Then he will examine the item and try to get the contact information of the owner, e.g. mobile phone numbers, office telephone numbers, email address from business card, etc. A Lost & Found form have to be filled in by the finder and a copy will be given to the staff for reference. If a contact number is available, the Assistant Front Office Manager should call the guest immediately and to enquire with him if he / she has lost anything behind in the hotel. At the same time, the owner should be asked to confirm the contents of the items, if any, and then he / she should be asked how he / she would like to have the item returned. If the item is so much valuable then it should be stored safely. If the items are passport, driving license, identity cards, credit cards, ATM cards, cash, legal documents, air-tickets, checks, watches, wallets, purse, gold or diamond jewelries, rings, stones, laptops, etc. then the Assistant Manager should keep that in his safety box located at the Front Office. All other items should be sent to the Housekeeping Office for safe-keeping. The Assistant Front Office Manager is required to fill in the Lost & Found Record Sheet for record purpose Front Office personnel should input the details in the “Opera” Assistant Manager log for management‟s information. The Assistant Front Office Manager should check all Lost & Found items daily to ensure all items match the Lost & Found record. Smooth Guest Check out Procedure (SOP) A front desk agent needs to know how to provide smooth check out service to his guest. A smooth check out operation represent standard of a hotel. There are some basic steps you should know and follow and some points you should be careful on. Let's learn how to provide smooth check out service in hotel with hundred percent accuracy and highest level of professionalism.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 45 1: All the front desk staff should be careful about when each guest would possible check out. So, in every shift search folios of that guest who will check out on the next day and arrange all the documents so that upon guest‟s request each can be presented. In some hotel, express check out form envelop has been sent with updated bill so that guest may get prior idea on his bill. Here is a back cover of a sample Express check out envelops: 2. You should know which guest will possible check out. So when a guest comes to the Front Desk to Check Out, you should call his name and ask “Good morning Mr. X! Will you be checking out?” If guest agree then the agent should opens his/her cashiering, inquire about the guests stay. Then say “Hope you enjoyed your stay with us, “Mr/Mrs/Miss/Ms X””. You must Check if there is any Mini bar consumption. You should say “Is there any Mini bar consumption?” Check if guest has emptied his/her Safe. So ask him “May I ask if you have taken your valuables from your safe?”” or “Have you emptied your safe?”
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 46 3. Always try to sell your service. So check if the guest is going to the airport and if s/he requires using the hotel transport for the Airport Drop. “Would you like us to arrange for a drop to the Airport?” If s/he says yes, inform him about the procedure and charges and also inform your transport department to make the necessary arrangements. If the charge has not been posted already, do it before the bill is closed. 4. While chatting with the guest, print a copy of the folio for the guest to review and enquire if the account is accurate. You should say “Here is a copy for you to review.” Sometimes it may happen that the account is not accurate or guest is not satisfied with the figure mentioned there so try to resolve the inaccuracy by determining if the 100% guest satisfaction action is necessary. You should ask this way, “Which item did you have a question about? I‟ll look into it immediately.” If you feel you did mistake then apologize for the inconvenience by saying “I apologize for the inconvenience “Mr/Mrs/Miss/Ms X” 5. Now it is important to know method of the payment. Must Read this tutorial: Methods of Payment in Hotel 6. Now ask about his method of payment. You can say “Will you be using your Credit card to settle the account? “ If guest agrees then proceed, check out the folio and present the guest with his bill copy and say “Here is a copy of your receipt.” If the guest changes the method of payment, enter the new one in the system “I‟ll enter the new method of payment for your records.” 7. Ask the guest if they have vacated the room and if so, request for the room key. If not, let them know they can drop it off at the Front Desk. You should ask “Would you be going back to your room?” If yes then say “When you are ready to vacate the room, please let us know and drop your key off at the Front Desk.” If not then say “May I please have your room key?” 8. Enquire if the guest needs any luggage assistance by saying “Will you need any assistance with your luggage? If yes then say “Please allow me to get a Bell Person to assist you.” Thank the guest for his or her support and politely request him to return again in future. You should wish good luck to him with a smile. “Thank you for staying with us. Have a safe flight. or Hope to welcome you back again soon”. Telephone Call Receiving Procedure (Must Read) Today I will share a detail tutorial on telephone etiquette. I am confident enough that this tutorial will solve your all sorts of queries regarding handling telephone in different situation at the same time you could implement some tips i have shared here. My prime goal is to make you understand how to ensure consistent standard of handling calls to give a good impression to your guest. So, let's learn the tricks.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 47 Things You Should Learn: 1: You Should Know: Your system first. You should be able to identify what is external & what is internal call. How to transfer a call. Some frequently use telephone code Country code for outbound calls How to put your caller in hold How to use different phrase while talking How to receive other's call in your phone, etc 2: You should always have pen or pencil and small note books to write down message or notes. 3: Answer a telephone call within 3 rings. 4: If you receive an internal call then you should start with a greeting then your department name then your name then asks how you can assist him. For example: Good Evening, Front Desk, Tanji speaking, how may i help you? 5: For an external call follow this procedure: Greeting then your hotel's name then ask how you can assist him. For example: Good Morning, Abc Hotel, How may i help you? Professional Telephone Etiquette: A: During Call: People easily become friendly and feel happy if you call him by his name. So, first insure how should you address him and then call him by his name. While talking for quite a long time shows your caller that you are eagerly listening to him. So sometimes making noises like “hmm”, “yes”, “ok”, “I understand” can make the conversation spontaneous. Otherwise in middle of a long discussing if you keep silent for the whole time your caller may be confused whether you are listing or whether you are still on line or not. So, don‟t make your caller confused. Receiving call demands deep attention. If you talking over telephone and at the same time doing other business then you cannot concentrate on anything. So, if you really have to finish another job then it is better to hold the caller or tell him that you will call him after a certain period of time. Make your tone as friendly as possible. Try to smile while talking. The way you talk reflects in your tone. Don‟t neglect any call. Take it as a business opportunity for your organization. If you or the caller cannot listen to other then offer him to call back.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 48 B: Other People’s Call: Don‟t say you don‟t you whether the person is whom the caller looking for. Tell him that you will call him back after locating him. If you can‟t find that person then offer the caller to receive any message on behalf of that person. If you know when the person will be available then suggest the caller to call him. Don‟t share any personal contact address as long you are not sure enough about the caller. Widely Used Phrases: Now we will learn some most common widely used phrases and expressions used while handling calls: 1. Sometimes by hearing the tone you may not identify whether you caller is male or female. It is better to ask “How should I address you?” or “May I have your name please?” 2. If you need to transfer any call then say “Please allow me to transfer your call to Mr. X. Could you please hold down for a minute?” After that if the caller allows you and says Yes or Ok then transfer the call. 3. If you found the extension is not reachable or dead then say “Thanks for holding. But I am afraid Mr. Y is not available. Would you like to leave a message for him or call back later?” 4. If you found the extension is busy then say “Thanks for holding. Mr. Y is busy and still on line. Would you like to leave a message for him or call back later?” 5. While finishing a conversation say “Thank you Mr. X for calling. Have a nice day.” 6. Some common phrases are: “May I have your name please”, “May I have your contact number please”, “Mr. X please let me repeat the message…..Is that all right?”, “Mr. X could you please hold down for a minute?” Taking Message: Always keep pad, pen or pencil to receive any message. When you take any message try to write down these points of information in clear handwriting so that you can understand next time: Date & Time of the message Callers name Reason of Calling Message he left to deliver Name of the Guest, caller calls Guest‟s room number Callers telephone number, etc.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 49 Good & Bad Practices: Bad Practice Good Practice Just start a conversation with only “Hello” or “Department Name” or “Hotel‟s Name” Start with greeting and then follow the procedure we discussed at the beginning. Avoid taking responsibility in the way like “I am not working in HR department”. If you are not the person whom caller need then transfer to the appropriate person. Requesting to hold down as because you don‟t find you pen or pad. You should always keep your Pen, pad or pencil. Being silent while talking for a long time. Must make some noises like “Hmm”, “Ok”, “Yes”, “I Understand” etc. Use plain language Use some Magic words like “Certainly”, “You are right”, “I do understand”, “Thank you” etc Taking wrong or incomplete message Pay deep attention while talking message and then repeat and be sure you have taken proper message. Don‟t take follow up While transferring any call or message be careful to take follow ups. Give personal information about guest You can‟t share guest information or room number to any unknown person. You should only transfer a call or take message on behalf of him Answering Telephone in Hotel & Restaurant: DOs & DON'Ts Telephone always plays a significant role in hospitality industry. People from all round the world call for making booking or asking information or transferring message to the guest or for various other purposes. If you are a hotelier then you may have to answer telephone calls. This happens mostly with front desk staffs. Today we will learn some most effective telephone answering tips. These are some basic techniques you should apply while answering any call in hotel or restaurant. DOs: Answer the telephone promptly within 3 rings. Make the caller know your work area, your name and offer appropriate greeting. If it is an inbound call then just mention your department and if it is outbound call then mention name of the hotel with your identity. Always have pen and paper on hand, specially front desk personnel should always be ready to keep records. Listen carefully. Pay close attention to details being expressed by the caller.