Escolar Documentos
Profissional Documentos
Cultura Documentos
SESSION 1
Maintaining a professional appearance.
Tray handling.
SESSION 2
Pre service briefing.
Telephone standards.
SESSION 3
Laying a table cloth.
Handling glassware and cutlery.
SESSION 4
Napkin folding.
Setting a table.
SESSION 5
Setting up a side station.
Sequence of service.
SESSION 6
Seating a guest.
Serving water.
Pre meal drink service.
SESSION 7
Taking the order.
Bread and Appetiser service.
Soup service.
SESSION 8
Main course service.
Crumbing and clearance.
SESSION 9
Dessert service.
Tea and Coffee service.
Cigarette service.
SESSION 10
Cigar service.
SESSION 11
Beverage service.
Requisitions and bar transfers.
SESSION 12
Red and white wine service.
SESSION 13
Sparkling wine service.
SESSION 14
BOSS and LQA Standards.
MAINTAINING A PROFESSIONAL
APPEARANCE
CLEANLINESS OF THE BODY
Take a bath frequently especially before reporting for duty
Apply deodorant or body talcum (do not overuse)
Avoid using too much perfume
POSTURE
Always hold the body erect, with straight head and shoulders
Do not run or lean on pillars, chairs, tables, walls or service station
Stand at assigned station in an attentive and receptive manner
SKIN
Keep it clean and clear, wash often, drink plenty of water and obtain adequate
sleep and exercise
If it is too dry apply moisturizer
UNIFORM
Wear only clean well pressed uniform that are free of stains
The uniform should be well fitting
Always wear name tags on duty
All headgear / sashes / pleats of the uniform should be worn
JEWELLERY
Avoid wearing excessive jewellery while on duty
Only wedding band, engagement ring or watch is recommended
No ear studs for males
No bracelets
HAIR
MALE:
Keep hair short, neat and well combed and free from dandruff
Bleaching and dying of hair are not permitted
Hair length must be at least one inch away from shirt collar
Beard is not permitted on duty, unless the employee is Sikh.
FEMALE:
Staff with long hair to tie up hair neatly with black ribbon only
Bleaching and dying of hair not permitted
OPENING PROCEDURE
Open restaurant, switch on all the lights. Make sure all of them are
in a working order.
Read the log book, see if there is anything that requires to be
followed up
Take out cutlery from the shelves and place them in appropriate area
and check the cleanliness.
If re-polishing is required, segregate them and put it for Burnishing /
Plating.
Check the cleanliness of all the tables and chairs.
Make sure all tables are level and not rocking, to stabilise them,
we use cork, not folded paper
Make any necessary notes for Housekeeping to repair cushion or
Trouble Reports for Engineering to repair umbrellas.
CHECKING STATIONS
TRAY HANDLING
Salver
Continental breakfast tray - 24 * 15
American breakfast tray - 26 * 18
Use a tray with non-skid surface.
Place heavy items in the center of the tray. Balance heavy items on tray from
center to shoulders where appropriate.
Liquid containers such as water jugs should be placed towards the center of
the tray.
Do not allow anything to project over the edge where it can be easily jarred.
Common china such as coffee mugs, may be stacked together.
Do not over stack or over fill a tray. Get help or make two trips.
HANDLING LIGHT/SMALL/
MEDIUM TRAYS
PROCEDURE:
Pick up the salver and use left hand to carry the tray (unless you are lefthanded). This is for your convenience as you will be using your right hand to
serve.
Place salver on left palm. Palm should be opened wide to support the base of
the tray and maintain steadiness.
Carry salver at around waist level and the palm level must be lower than the
arm as this will help support the base of the salver and maintain steadiness.
Keep body straight and walk firmly with confidence.
Carry and transfer everything with the salver.
TELEPHONIC RESERVATION
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
7.
8.
9.
4. If the guest wishes to leave a message, please note down the following:
Time of the call
Date of the call
Callers name
The message
Once the message has been written down, repeat it to the caller to verify if
you have understood him/her correctly
5. Thank the caller and wish him/her a pleasant day/evening.
Thank you Sir/Madam, have a pleasant evening.
6. Inform operator of the message and have them deliver it to the room. Should
you see the guest yourself, please give him/her the message directly.
HANDLING SILVERWARE
All soiled silverware is to be be placed in the cutlery sink.
The cutlery sink has warm water, Suma Det solution, aluminum foil and
lemon.
The lemon and aluminum foil help to remove and tarnished marks or black
spots.
The silverware is then passed through the dishwashing machine.
Wiping of cutlery is done using a lint free waiters cloth.
First pick up equipment with sharp edges such as knives, then forks and
lastly spoons.
FOLDING NAPKINS
PROCEDURE:
Ensure the Guests always sits on a table which is completely set.
Ensure that the napkins are clean, crisp and placed in the center of the cover.
Once the guest is seated, assist him in unfolding the napkin and place it on his
lap from the right side.
During the meal if the guest gets up for some reason, ensure that the
napkin is neatly folded ( as per the standard of the restaurant ) and kept on
the left of the cover. Incase the B & B plate is dirty place it on the right hand
side of the cover.
Book fold.
Cone fold.
Fan fold.
SEQUENCE OF SERVICE
Meet, greet and seat the guest.
Serve water.
Serve Drinks.
Serve appetiser.
Serve soup.
Serve main course.
Serve dessert.
Serve tea and coffee.
Bill presentation.
SERVICE
Pre meal drink to be offered.
Wine / beverages to be served within 3 minutes of ordering.
Bread rolls and butter to be automatically served.
Waiter to replace cutlery as required.
Waiter to neatly fold napkin and place on the arm of the chair if
guest leaves the table.
Dishes to be cleared within 3 minutes of all guests finishing their
meals.
Waiter to remove side plate, knife, butter and cruets on completion of
the main course.
Waiter to crumb down the table.
Waiter to offer dessert immediately.
Dessert to be served within 5 minutes of order being taken.
Waiter to offer tea/coffee and serve within 5 minutes.
Option of hot and cold milk to made available.
BILL PRESENTATION
Bill to be provided within 1 minute of request.
Bill to be presented in a clean bill folder with a hotel pen.
Bill to be clearly itemized and correct.
Waiter to collect payment promptly.
Waiter to return correct change.
.
TABLE ALLOCATION
PROCEDURE :
Check the reservation book 30 mins before the restaurant opens.
Check if any guests have made specific requests for a particular
table.
Reserve the tables by putting a reserved sign, also enter the same
table number on the reservation book against the guests name.
For large bookings the tables can be joined and made to the desired
number.
SERVING WATER
PROCEDURE :
Hi ball glasses or water goblets will be placed as part of the cover.
Guests will not be charged for filtered tap water, but mineral water, sparkling
water and Evian will be charged.
The water goblet will be placed on the top of the AP knife on the right side
The water will be poured in the Hi ball or the goblet until it is full
The waiter should be attentive during service to pour water into the Hi ball
or the goblet as needed
Check during service if the guest wants more water
The menu is presented by opening the menu and holding it in front of the
guest from the right.
One wine list should be given opened to the host of the table.
The dinner menu should be presented within 1 min of the beverages
being served.
After distributing the menus, bring guests attention to the daily special,
menu changes or even try to recommend some typical specialties.
After presenting menus and enumerating the specials, leave the guest alone
to study the menu.
Check for the dinner order within 10 mins of the menu cards being
given.
Dont forget to ask the guest the doneness of meal i.e. rare, medium, well
done.
Any special instructions by the guest about his food has to be written down
e.g. less spicy, no garlic, extra sauce., allergic.
Explain any dish if the guest wants to know more about.
If the guest cannot decide even after your suggestion, then ask him, Sir
shall I call the chef / manager to help you with your order?
NOTE:
As the guest orders each dish, repeat the dish name as you write, so
that you dont have to repeat the whole order in the end. Repeat the
complete order at the end after having taken the order.
Thank the guest after taking down his order.
Collect the menu from the guest.
Fire the order into the MICROS.
SERVICE OF BREAD
PROCEDURE:
A variety of bread is immediately placed on the guest table after their food
order is taken and their table set.
All breads will be served in a bread boat / wicker basket with a napkin
pocket in which the bread is placed.
Offer to serve the guest.
Serve from the left side of the guest with a service spoon and service fork.
Bread will be placed on the B&B plate.
Remaining bread in the boat will be placed on the table in the center or
within guest reach to help themselves.
Offer guest more bread if their bread boat seems empty.
Each bread boat must be accompanied with butter in a butter dish. The
portion size will be depending on the number of guests.
Bread boat and butter must be cleared away once the guest has finished
his/her meal or if guest does not require it anymore.
SERVING AN APPETIZER
PROCEDURE:
Place the necessary cutlery before service of appetizer.
Serve appetizer from the guests right.
Place appetizer between fork and knife, say heres your .
Sir/Madam
Say enjoy your ..
SERVING SOUP
Place the appropriate flatware on the cover.
Place the soup bowl on an under liner at the side station.
Serve the soup from the right hand side.
Say heres your . Sir / Madam.
Serve main course from guests left with the help of service spoon
and service fork on the Dinner plate. Before serving ask the guest
Sir/Madam, may I serve?
SERVICE OF SAUCE
PROCEDURE:
Carry the sauce-boat on an under-plate on the flat of your left hand, with the lip of the
sauce-boat facing to the right.
Serve the sauce from the left of the guest.
Lower the under-plate over the guests plate, so that it is not more than 5 cm above it.
Hold the serving spoon in your right hand with the handle of the spoon above the lip of
the sauce boat.
Draw the spoon across the sauce-boat towards you to collect the sauce.
Carry the spoon away from you to sauce the appropriate item. Note that the sauce
should only cover one third of the item.
Move clockwise round the table offering the sauce to each guest in turn, with the host
last.
Move clockwise round the table crumbing each guests place as required,
finishing with the host.
NOTE:
Before crumbing, if you see any wet food like a sauce dropped on the table,
then carry a B&B knife under the napkin and with the tip of the knife lift any
food sticking on the tablecloth.
If you see bread on the table, remove it with your silver service cutlery.
Once the table is cleared the waiter will crumb the table from the
right and left side simultaneously for each guest before offering the
dessert menu.
Clearing procedure is done in silence unless the waiter need to
excuse himself, for eg: when a guest is engaged in a conversation.
The waiter clears the Dinner plates from the right and B&B plate
from the left moving in a clockwise direction.
While clearing, the dirty food will not be scraped from one plate
to another.
The waiter clearing the last B&B plate will also clear the salt and
pepper shaker.
Once the table is cleared, the waiter will crumb the table from the
right and left side simultaneously for each guest before offering the
dessert menu.
Clearing procedure is done in silence unless the waiter needs to
excuse himself, eg: when a guest is engaged in a conversation.
In the pantry prepare tea by first rinsing the tea pot with hot water, placing one
tea bag per portion or 15 grams loose tea and the filling with hot water.
Go to the guest table, place the tea cup, saucer and teaspoon in front of the
guest.
Place the sugar pot / under liner / teaspoon on the top center of the table in
front of the guest.
Place the tea pot and under liner on the lower right of the tea cup and offer to
pour May I pour the tea for you Mr./s..
Then place the milk in the creamer on the upper right of the tea cup above the
tea pot offer to pour.
Place the tea cup and saucer in front of the guest in the center.
Leave the table after saying please enjoy your tea Mr./s..
NOTE :
Serve hot water automatically with tea.
In the first trip, place all the tea cups, saucers, teaspoons and the sugar pot,
under liner, teaspoon.
In the second trip, get the tea and offer to pour.
For breakfast, the tea cup, saucer, teaspoon, sugar pot, and under liner will
be a part of the cover.
For breakfast, service for filter coffee will also be the same except coffee
will be served in a coffee pot and milk or cream may be served as per guests
liking.
Espresso, Cappuccino and Ristretto will be served directly in coffee cup or
Demi Tasse.
PRESENTING CIGARETTES
PROCEDURE :
Know all the brands of cigarette available.
Open the cigarette wrapping and the cover.
Pull out three cigarettes from the center slightly out of the pack.
The second one is pulled out slightly more then the other two.
Place the pack on a B&B plate with a box of matches.
Present it to the guest from the right.
CHANGING ASHTRAY
PROCEDURE:
Pick up one clean ashtray on a tray from side station / pantry and proceed
towards guest table.
Take the clean ashtray with your right hand and place it on top of the dirty
ashtray so as to prevent ashes from flying into guest food and drinks.
Clear off both the ashtrays on the tray. Then pick up clean ashtray and place
it on the table.
CIGAR SERVICE
PROCEDURE:
Open and offer the humidor (cigar box) to the guest (check prior to
presentation for cleanliness, suitable stock).
Allow the guest to select a cigar.
Offer to clip the cigar (if necessary) using cigar clippers (remove only a little
from the rounded tip of the cigar and make a clean, crisp cut).
After inspection by the guest, present the cigar to the guest.
Light the cigar by placing the match away from the cigar. If the guest does
not wish to smoke cigar straight away, place it on a B & B Plate with a box
of matches.
Make sure the guest has an ashtray.
The steward will be required to exchange the empty soft drink bottles
for filled ones. After having shown the empty bottles to the stores
personnel , he will keep the empty crates of bottles in the room near
the staff parking which is meant for storing empty bottles
After the items are issued the store supervisor will sign saying issued
and the steward will sign the requisition book saying received.
Once the steward has picked up the food and beverage store the first
two copies of the requisition book will be kept by the stores
personnel .
The Steward will now bring back all the items to the respective
Restaurant.
Both the requisition books will be placed back in the bar and the
items stored in the shelves allocated to them.
Put the wine bottle in the wine bucket and add ice to approx. 2/3 of the cooler.
With a waiters friend in your right hand, cut the foil with the blade just
above the raised ridge about 5mm below the top of the bottle (place the foil
in your pocket)
Close the blade of the waiters friend and open the spiral (corkscrew)
Hold the neck of the bottle firmly in left hand, insert the sharp tip of the
spiral into the center of the cork. Slowly turn the spiral into clockwise
direction, keeping it in line with the core of the cork.
Stop turning the spiral when the last turn of the spiral is still visible to
prevent the spiral from piercing the base of the cork.
Tilt the arm of the waiters friend so that the lever rests on the lip of the
bottle. Hold the lever in place using the side of your index finger. Now
extract the cork by raising the opposite end of the body of the waiters
friend, exerting leverage on the lip of the bottle until the cork starts to bend.
Now cease the lifting action and place your thumb and index finger at the
base of the cork. Twist the cork gently onto its side to remove it from the
bottle. This technique will prevent the cork from breaking and will allow the
cork to be extracted without any distracting popping sound.
Remove the cork from the spiral and return the waiters friend into the
pocket.
After removing the cork, leave it on the table on a B&B plate for guest to
nose (do not ask).
NOTE:
The same procedure will be followed for the opening of red wines except
they will not be brought to the guest on a wine cooler, they will be brought
in a cane basket lined with a serviette.
When all the glasses have been filled, place the remaining white / rose /
champagne on the table in a wine cooler. If red then leave the bottle in the
cane basket
Remove the B&B plate with the cork
Keep an eye on the guests glasses when they are only 1/3 rd , then top them
up
When the bottle is empty, clear it away and ask the host whether they require
another bottle of the same wine or another one from the wine list
If the same wine is ordered again then repeat the procedure without the
tasting
If a new wine is ordered then change glasses
SUGGESTIVE SELLING
PROCEDURE
Do not confuse the guest with too many suggestions, use two items
at a time which are special, popular, promotional.
Suggest that the guest can order by the bottle or by the glass.
The waiter should know the house wine and thorough knowledge of
the wines available.
EXTRAS / SIDE DISHES
Recommend side dishes / extras with their main course.
SUGGESTIVE SELLING
DESSERT
After the customer has completed his/her main course, offer him/her specific
dessert by saying would you like to try our Chocolate Mud Pie for your
dessert.
Present the dessert menu with the recommendation for a specific dish e.g.
you should try our Lemon and Pepper Crme Brle, it is really delicious
TEA / COFFEE
After the guest has finished his dessert, ask if he would like to have
tea/coffee by saying, we have a large selection of different types of tea,
perhaps you would like to try one, we have
After the guest has ordered coffee suggest some liqueur, port, cognac
along with his/her coffee.
NOTE:
Anticipate guest need for successive suggestive selling.
In a hurry
= Quick preparation item
On company expenses = Expensive items
VIP or connoisseur
= Only the best
Stare blankly at menu = Dont know, need suggestion
Lonely
= Friendly expressions /
rapport building first
Special occasions
= Champagne / wine
Budgeting type
= Adequate meal at fair price
Family
= Suggest the kid first
Intimate couple
= Offer the lady first
On diet
= low calorie
SUGGESTIVE SELLING
Help guest in selection from the menu when necessary in a pleasant manner.
Do not force guests to order.
Try suggesting the high price items first and if possible, lower cost item if they are
of similar price. Then, come down to the next lower price. Be tactful, the guest
should not feel that you are only suggesting high price items.
Acknowledge guests order in a courteous manner.
Invite the Chef to come and speak to the guest and helping them in suggesting
Chefs specialty.
Sell items on the menu based on personal attention to the guest, not high pressured
sales.
Be able to describe portion size of each dish, and also the service time.
Be specific with suggestions. Ask open ended questions and not closed ended
questions.
There are lot of suggestive selling adjectives which can be used while describing
various dishes of your menu
EXAMPLES:
Fragrant Delicate Delicious Garden
Clear
Savoury Fresh
Cool
Refreshing
Creamy Succulent
Smooth Rich
Moist
Exquisite
Tart
Fluffy
Elegant
Bubbly
Mouth watering
Crisp
Appetising
Traditional
Sweet
Fantastic
Home made
Oven
Tender
fresh
SETTING UP CUTLERY IN
ACCORDANCE TO THE ORDER
PROCEDURE
Changing cutlery after order has been taken. Gather cutlery from the side
station without creating excessive noise.
Place appropriate cutlery on a service salver which has a linen under liner.
Place additional cutlery next to dinner knife and dinner fork.
All additional cutlery will be placed before the service of that course.
For steak replace dinner knife with a steak knife.
Additional cutlery will be offered to the guest on request.
LOADING TRAYS
PROCEDURE
Stack plates according to size.
Cups do not remain on saucers, for this will take up too much room
on the tray..
Plates with food should not be piled on top of each other, rather use
plate for scraps.
Heaviest dishes are laid where the weight should be closest to the
shoulder.
Glasses are loaded on a separate tray than chinaware..
COMMUNICATING DURING
SERVICE
PROCEDURE:
When communicating with anyone during service be brief and to the point. Do not
ramble.
If guests ask for anything whether it is related to F&B or not, you should never say
thats not my job or please check with the Front Office Assistant for the
information. You should be able to answer, if you do not know say I will find out for
you Sir/Madam/Miss
If a guest asks for a dish, which is not in the menu, say Sir, may I check with the Chef
and let you know?
Never say I am sorry I cannot help you offer options and alternatives.
Do not stand in groups and discuss in the restaurant.
Check your body language while in the restaurant. No pointing fingers or awkward
gestures.
When communicating with the Chef give clear instructions and speak with
respect.
Remember even though the door to the pantry and kitchen is closed the voice
carry to the restaurant, so do not speak with loud voices / yelling /
shouting.
Treat the kitchen steward with respect, no throwing of cutlery / crockery
/ dishes for wash up and again no shouting / no informal languages
During busy times there should be not gossiping or useless chatter. Guest
and work related issues should only be discussed.
During service follow instructions given by the Restaurant Manager or F&B
Manager. If you do not understand then ask questions, but never say yes if
you have not understood them.
Do not talk negatively about your hotel / your colleagues / managers to
others.
If you make mistakes then dont try to hide them for the fear of reprimand, own up
to them. Sooner or later your mistakes will be known.
Work together as a team, if you are not busy then help your colleagues who are
busy.
Show patience if the bar and kitchen are busy and tempers are flying high.
Before leaving for duty always inform your Manager and wish him and your
colleagues Good evening, good night.
Always wish your Manager and colleagues Good morning, Good afternoon
when you start your duty.
Always attend all your F&B briefing, take notes and ask questions and be on time.
Do not listen to customers personal conversation.
Do not eat, drink, smoke, chew gum in the restaurant
Do not read newspaper / magazines or sing song / hum in the restaurant
PREVENTING AN ACCIDENT
Becarefulandalertwhen:
Carrying loaded tray
Unloading tray
Lightening cigarettes
Serving food and drink specially wine and champagne
Handling hot plate
Clearing dirty dishes
Lighting candles on the table
Always avoid unnecessary haste. Walk, do not run.
Do not work close behind co-worker.
Mop or sweep floor immediately to prevent any accidents. Do not allow anyone to step
into the area until cleaned.
Do not serve food and drink in broken or chipped glassware and chinaware.
Always have a service cloth handy in case there are any spills on the
guest.
Be careful while opening the service doors.
Check that your foot ware is comfortable, all the straps of your sandal
are tied properly.
Check that your uniform is well worn, specially ladies to prevent
from being tripped.
Inform the guests about hot plates and sharp steak knives.
Avoid horseplay in the restaurant.
NOTE:
While presenting the bill, if the guest is busy in a conversation
the waiter must not wait there for the guest to pay.
He should leave, but his attention should be on the table. Hanging
around till the guest settles the bill signals a negative body language
that we want the guest to leave soon.
Thank you very much, enjoy the rest of your day / evening
Thank you very much, we will see you in the morning, sleep well
To Visitors
If opportunity permits, then escort guest while going out of the restaurant and thank
him again
Along the way make some small talk with the guest, get their comments
Inform the Restaurant Manager / F&B Manager about any complaints,
compliments, comments immediately
BREAKAGE REPORTS
PROCEDURES:
All restaurants will have separate breakage bins for crockery and glassware
kept in the restaurant.
Whenever any crockery or glassware breaks, it will be put in the respective
breakage bin for accounting purposes.
Every Tuesday a steward will be required to get an actual count of all the
items broken and make an entry in the breakage report.
He will then write the per unit cost of each item and multiply it with the total
amount broken. This will be done for each item.
The steward is then required to total up all the items consumed for the week
and write it down in the breakage report.
After the breakage report is done the steward will make an entry of
the items consumed in the kitchen stewarding requisition book
against the breakage. The breakage report will be signed by the
restaurant manager and counter signed by the kitchen steward and F
& B manager.
The kitchen steward will take the top two copies of the breakage
report.
The steward will then take the kitchen stewarding requisition book to
the stores and collect the items. After the items are issued the store
supervisor will sign saying issued and the steward will sign the
requisition book saying received.
The stores will keep the first two copies. The steward will bring the
items and keep them in their respective place.
LINEN EXCHANGE
PROCEDURE:
Linen will be exchanged every day at in accordance to the time assigned by
the House keeping Department.
The stewards would require to remove the soiled linen from the bin ( kept in the
restaurant ) and count it.
The napkins, waiters cloth, DCM dusters and tea napkins will be counted
separately and made into bundles of 10. The mats ( If in use ) will be neatly
placed on top of each other in stacks of 10 each.
The steward will now make an entry in the linen exchange register of the exact
amount of linen that is soiled and needs to be exchanged.
The soiled and counted linen will now be put in a linen bag and taken down to
the House Keeping Department.
The linen exchange register will be shown to the linen room ( which is in the
basement ) and soiled linen counted and shown to house-keeping.
An entry of the fresh linen issued will be made in the linen exchange register
and House-keeping will retain the first copy. The steward will bring back
the linen to the restaurant and store it in the place assigned for linen storage.
In case, of Balance Linen, it will be collected after the lunch service gets
over.