Food & Beverage Service-Tutorial Notes

Council for Technical Education and Vocational Training Pokhara School of Tourism and Hospitality Management(To Be a Professional, Learn Technical and Vocational) Food andBeverage Service Tutorial Notes for Hotel Management Students

P Prepared By: Rajiv Kumar Thakur Head of the Department (HOD) CTEVT/PSTHM [email protected] i

Contents1. How to Take Guest Orders in Restaurants.............................................................................. 12. How a Waiter should Carry Tray in Restaurant...................................................................... 33. How to Present Menu to Guests in Restaurant ....................................................................... 54. How to Present Bill to Guests................................................................................................. 75. Proper Uniform of a Waiter .................................................................................................... 96. Must Follow Food & Beverage Service Rules ..................................................................... 117. How to Take Food Order in Restaurant................................................................................ 138. How to Serve Tea or Coffee in Restaurant (SOP) ................................................................ 159. Pre-Service Checklist of F & B Outlet ................................................................................. 1710. How to Serve Champagne ...................................................................................................... 2011. Settling Credit Card Payment ................................................................................................. 2212. How to Serve Beer from Can or Bottle................................................................................... 2413. Service Preparation for Busy Restaurant ................................................................................ 2614. How to Gain Menu & Beverage Knowledge .......................................................................... 2915. How to Settle Guest Bill in Restaurant ................................................................................... 3116. Tips for Successful Room service in Hotel............................................................................. 3317. Gueridon Service Procedure ................................................................................................... 3518. Different Types of Buffet Service........................................................................................... 3719. Some Vital Points for Efficient Service.................................................................................. 3920. Waiter Training Guide: Learn F & B Service A to Z ............................................................. 4121. A to Z Hotel Room Service Procedure ................................................................................... 5822. Ultimate Guide for Quality Guest Service.............................................................................. 6723. How to Serve Bread & Butter at Restaurant ........................................................................... 7124. How to Serve Food at Hotel & Restaurant ............................................................................. 7325. How to serve Cigar in Hotel & Restaurant ............................................................................. 7626. Different Types of Beverage Service...................................................................................... 7927. Wine Tasting Procedure.......................................................................................................... 8228. Ultimate Guide to French Food & Beverage Service Style .................................................... 8529. Ultimate Guide to American Food & Beverage Service Style ............................................... 9030. Ultimate Guide to Russian Food & Beverage Service Style .................................................. 9531. Ultimate Guide to English Food & Beverage Service Style................................................... 99 ii

32. Different Types of Food & Beverage Service Styles in Restaurant ..................................... 10233. Tipping System in Hotel & Restaurant: Ultimate Guide (Part-1)......................................... 10934. Tips in Hotel & Restaurant : Ultimate Guide (Part-2).......................................................... 11435. Waiter’s Role in Catering Business ...................................................................................... 11836. Taking Care of Service wares of Restaurant......................................................................... 12237. Wine in Hospitality Industry: Characteristics & Types ........................................................ 12738. Learn How to Pair Food with Wine...................................................................................... 13139. Beer Service & Types in Hotel & Restaurant ....................................................................... 13340. Types of Menu in Hotel & Restaurant.................................................................................. 13641. 50 Deadly Mistakes of Restaurant Menu Design ................................................................. 14342. Buffet Service: Meaning, Table Setting & Guidelines ......................................................... 15243. How a Waiter should Clear Guest Table at Restaurant ........................................................ 16544. How to be a Better Waiter (Part-1): Know the Menu ........................................................... 16945. Responsible Alcohol Beverage Service in Restaurant & Bar ............................................... 17546. How to Welcome or Greet and Seat Guest ........................................................................... 18047. Restaurant Hostess – Ultimate Guide you Must Read.......................................................... 18548. What is Continental Breakfast – Ultimate Guide ................................................................. 19149. Job Description of a Busser or Busboy................................................................................. 19650. Side Work: A Waiters or Waitresses Worst Enemy? ........................................................... 20151. Food Runner Job Description ............................................................................................... 20452. How Much Waiters Make from Tips .................................................................................... 208References:.................................................................................................................................. 211 iii

1. How to Take Guest Orders in RestaurantsTaking an order is a very skillful art which reflectsefficiency and standard of both waiter and theestablishment. Every Food & Beverage Service staffshould have good command over order taking toensure that each guest gets proper food he orderedand importantly in right sequence.How to Take Food & Beverage Guest Order: 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 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 ensure 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 1

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 worst if you place wrong food in front of wrong guest.11. Generally guest order appetizer, then beverages and 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.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 situation. This may hamper repeat guest.15. Repeat the food items guest orders and ask him whether he want to have anything else or not. 2

2. How a Waiter should Carry Tray in RestaurantIf you are a waiter or a server then atthe beginning of your career youshould gain expertise on carryingtrays properly. Generally trays arecarried on the left hand slightly on theabove of the left shoulder. For hygieneissue, you should try to keep away thetray from your neck or mouth. Trayscan be of various design, size andshapes. In restaurants 27 inch to 30inch oval trays are used frequently forcarrying foods. Cocktail trays are 15inch which is used for servingbeverage items.Things you should check:Here are some tips you should follow to avoid slip of trays or any otheraccidents:  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. 3

 Try to handle the load by your hand, legs and hip do not take 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 turn.  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.  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 ensure 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 for servers or waiter to ensure proper tray carryingand landing. It is such a basic skill each and every waiter needs to be experton. 4

3. How to Present Menu to Guests in RestaurantMenu is a list of food items which are servedaccording to the guest order. If you are a waiteror server then you should know some basicpoints to present menu properly. First of all youshould know your restaurant’s policy aboutpresenting menu. There are some differenceslike:  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 pre-meal beverage items are severed.So, first learn your policy. Also there is a traditional trend that menus arepresented from left side of the guest. You can either present it opened orunopened. If menus are not kept on each cover then never put the menu intable so that guest has to pick up. It could hurt guests. So, politely presentthe menu by saying “Here is the Menu, sir”. If there is a group then youshould first present menu to host or any woman.What you have to know while Menu PlanningBy presenting the menu your work has not been finished rather started. Youhave 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 non vegetarian.  Which foods are “ready to order” for guests who are in a hurry and which foods are “cook by order”  Recipe of food items. 5

 Nutritious value of the food, etc.Some tips to follow for better Menu Planning  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 item. 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 inrestaurants. Hope you would love to read more. 6

4. How to Present Bill to GuestsWhy are you serving to guest? For money isn’t it?Where does money come from? Yes, it is the guestswho after having food paying their bill and it is theduty of a waiter to collect proper amount of moneyhe charged. If you are a waiter in a busy restaurantthen you have to ensure not only proper service toguest but also proper cash handling. There is a highchance of losing money if you are not carefulenough. Even nowadays in service industry, manyfraud cases has been happening where guest applydifferent methods to make frauds which by resultmakes you a victim. So be careful while collectingcharged amount from guests.Art of presenting bill to guests:There are different policies applied by restaurants owners. Some prefer billsto be taken by waiters and some prefers it should be done by gueststhemselves, settling in cash desk. Whatever your establishment follows try tobe attentive. While you would understand guest will not need any more onlythen you should take permission from guests to present bill. You may politelyask 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 toget rid of the guest. You should look equally happy when you for the first timegreet the guest. After collecting bill you should count it to ensure everythingis ok. If guest give any tips, be gentle enough to accept it, whatever theamount is and thanks graciously to guest.If guest prefers to settle his bill by credit card (American Express, Driver’sClub, VISA, etc) then take guest’s signature in the bill and quickly submit tocashier for immediate action. After settling account, handover the card toguest. 7

On the Other hand, if guest has to go to cash desk then all you have to do isto ensure correct bill is charged to correct person. You should let cashierknow 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 topull his chair. Also check the table to ensure guest doesn’t forget to take anyof his belongings. At last thank the guest for his coming and invite him tocome again. You should end up by saying, “Have a nice day sir” or “See youagain”If you follow this guideline then you would be able to handle guest properly,meet their expectation and uphold your organization’s image. A good waitershould follow these tips while presenting and collecting bill from guest. 8

5. Proper Uniform of a WaiterGenerally, uniform is such a garmentproduct which indicates profession of aprofessional. For what there are almostuniversal uniform a doctor, or a police ora pilot wears. Like other profession inservice industry, a waiter should wearperfect uniform suitable with his job.If you are a waiter then you should have2 sets of uniform. Generally inrestaurant a waiter wear white shirt,black pant, black shoe, black shocks anda tie. It may differ from restaurant torestaurant. Whatever the uniform is itshould be clean and fit well. An unfituniform will looks very unprofessional. So, if you are recruited for the firsttime then must ensure that the uniform provided by the establishment mustfit with your body. Shirt should not be so much attached with the body andpant should not so long. Make changes if it does not fit properly. For a femalewaiter, the skirt she wears should be in proper size. Neither very big nor verysmall size skirt is best suitable for restaurant. If the skirt is too small thenoften she will feel problem to bend.In service industry, shoes play a significant role, often which is neglected. Asyou have to move frequently so it should be rubber soles with low heels.Every time you should police your shoes with shiner before start working andif possible between work. A policed shoe give good impression. As you haveto stand for a longer period of time so your shoe need to be comfortable tofeet on. So, it is advisable to try to wear as much comfortable shoe you canbe, whatever the price is. 9

As a server you should not wear any ornaments or jewelry which does notmatch with the environment of the working area. A wedding ring, or simplejewelry and watch are generally acceptable in all restaurants and hotels.We hope this article will help you understand what sort of uniform youshould put while working. Keep in mind that first impression is lastimpression-so you should always look feet and professional in your workarea. 10

6. Must Follow Food & Beverage Service RulesThere are millions of Food & Beverage Serviceworkers working in the industry. Many of themdon’t have any sort of idea about basic f & b servicerules or guidelines. So today, I will discuss somebasic food and beverage service rules. Waiter orwaitress working in hotel and restaurant should tryto follow this basic rules to provide an wonderfulservice 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.  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. 11

 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 to 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. 12

7. How to Take Food Order in RestaurantMany of my readers requested to write a tutorial on howto take order in hotel or restaurant. I hope this tutorialwill help them all and let them know what are the basicprocedure to take food order successfully in restaurant.As you know Order taking is a skillful art for any waiter.After proper greeting and seating a waiter needs to waitfor the guest to take order. Today, we will learn how totake food order in restaurant through step by stepinstruction.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: 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 consistof…. If the guest prefers to order from the a la carte menu, advise the guestof our daily specials or other promotion. Offer further suggestions accordingly by saying: Excuse meMr./Mrs./Ms…. or Sir/Madam, would you like to have an appetizerto start with, may I suggest our …. orMay I suggest our …. soup, it is one of our most popular soup and it is ……Step-4: Take the Order: 13

 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 acknowledged 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, reservation book/table plan or by asking host person or team leader or by introducing yourself and asking the guest directly. 14

8. How to Serve Tea or Coffee in Restaurant (SOP)Tea is an aromatic and most popular beveragemade by infusing tea leaves in boiling water. Tea isserved either hot or cold. On the other hand, coffeewas introduced in Europe in 17th century and fromthen it gains immense popularity. In the sequenceof meal service, coffee is often served last so it is veryimportant to know how to serve these beverageitems properly in restaurant to provide last minutesatisfaction to guests. Here is the step by stepguideline on serving tea or coffee properly inrestaurants or coffee shops.Tips to Serve Tea or Coffee in Restaurant1: 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.  Do not ask if guest wants for refill.  Pour until the guest signal signals that he or she has had enough.4: Place other items on Tray: 15

 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:  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 into 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. 16

9. Pre-Service Checklist of F & B OutletBefore allowing guest to come and enjoy yourservice for your betterment you should checkeverything. This is called as pre-servicechecking. A good manager or experiencedwaiter gives much attention and value tocheck before starting servicing. This reducespossibilities of causing mistakes, risingcomplaints by guests and ensure smoothservice 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.  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: 17

 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 causes 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.  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. 18

 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. 19

10. How to Serve ChampagneServing any sparkling winelike champagne is little bitsophisticated. Aschampagne is a sparklingwine and it is costly, soyears of practice and deepattention are necessary toserve it properly. Servingof champagne is quitesimilar to that of any otherwine however the methodor procedure of opening bottle differs. If you really like to know the stepsthen pay your deep attention and read the tutorial and watch the videos toknow better.How to serve champagne: 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 20

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, re-wrap the bottle with a temporary bottle stopper and replace in the ice bucket or chiller with a napkin wrapped on it. 21

11. Settling Credit Card PaymentCredit card is the one of the mostly used payment method in most of thehotel or restaurant. After having meal guest liketo settle his or her account through credit card.Let’s learn how to handle credit card paymentwith highest level of security and professionalism.1: Observe the Guest:  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. 22

 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).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. 23

12. How to Serve Beer from Can or BottleBeer is a popular beverage item served in restaurant.According to Wikipedia, Beer is the oldest and mostwidely used alcoholic beverage and after tea andcoffee, most popular drink in the world. So, if youare working in hotel or restaurant then you shouldhave sound knowledge on how to serve beerproperly. Let’s learn the trick: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 then 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 to 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. 24

 Stop pouring beer when the glass is already full. There should only be approximately 2-3 cm 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?” 25

13. Service Preparation for Busy RestaurantBefore allowing guest to enter into yourrestaurant and enjoy your service, you shouldprepare yourself first. If you don’t organizeyourself properly before starting your dailyoperation, then there is high chance you can’tgive desired service. Here are some key checklists which you should consider beforeopening a restaurant for guest.1: Punctuality:All restaurant staff must be punctual. Theyshould be present on time, at the restaurant 10 minutes beforecommencement of duty.2: Ready for the assigned job:  Check your uniform and appearance according to the hotel grooming standard.  Always give deep attention on your hygiene and grooming.  Must have note book, pen and cigarette lighter.  You must not have any of your personal items with 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. 26

 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.  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:  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. 27

 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 counter 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 shifts. 28

14. How to Gain Menu & Beverage KnowledgeToday, we will learn how to befamiliarized with Menu and Beverage.All Food & Beverage Service personnel inHotel or Restaurant should clearlyunderstand different beverages sold indifferent outlets along with it’s terms.They should also have clear conceptionabout menu and different terminologies.Menu Knowledge:A Food & Beverage personnel shouldknow the following points of informationregarding menu clearly:Dishes name. What it looks like. What it tastes like. What are the 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 ondifferent menu items, the better you can suggest your guest. This is a remarkof a good Hotelier.Beverage Knowledge:To get clear conception on different beverage items & terminologies followthese steps:1. Learn the most common drinks including standard spirits, soft drinks, beers and house brand. 29

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 familiarize with all different glasses.6. Know abbreviation of each item.7. Try to be familiarize with serving different drinks.8. Know all different mixers, condiments and accompanies. 30

15. How to Settle Guest Bill in RestaurantLearn about how to settle guest bill inrestaurant. There are few methodswhich we will discuss below: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. 31

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 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. 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. 32

16. Tips for Successful Room service in HotelTips for Successful Roomservice in Hotel: 1. Low flower vases should be used. 2. Flowers should be put on every order tray. 3. Tables, wheels, and heaters should be clean. 4. Tables should be covered with plastic sheets during delivery. 5. A courtesy card should be put on table with the server’s name and pickup information. 6. Choices of complimentary newspapers for breakfast, should be offered. 7. When arriving in the room, one should inquire where the patron wishes to sit. 8. Chairs must be arranged. 9. Pens should be offered for signing check. 10. Good telephone manners should be utilized to sell subtly. 11. Operators must be well-informed about specials. 12. About items not available. 13. One must be willing to accommodate special requests and be discreet. 14. Extra lids for coffee and teapots are essential. They constantly get lost. Cardboard covers should be provided for juices and water. 15. Extra napkins should be provided as also choice of individual jams, jellies, and honey. 16. Special speedy Continental Breakfast Service should be provided. 17. All drinks should be served from iced decanters, and sodas from split bottles. 33

18. Wines should be served with in half bottles and in carafes.19. Delivery time promises that cannot be kept should not made.20. Linen should be checked carefully.21. Extra large teapots and thermos pots for coffee should be kept stocked. 34

17. Gueridon Service ProcedureGueridon Service is a movable service. It is oftenknown as trolley service. It is a special kind ofservice when a waiter or server prepares food in atable in front of guest sitting beside. Generallyfoods are precooked in kitchen and then waiterdoes the final work. Gueridon Service needshigh skill, great knowledge, pure concentration andyears of experience. Here in this free waitertraining tutorial we will learn some basic procedureon Gueridon Service.Certain qualities and attributes are expected of awaiter in carrying out this forms of service. It is aswell to bear the following in mind at this stage.Taking the order :Always remember that first and foremost, you are a sales person. You mustsell the dishes, which will involve you in work at the table. Suggest to thecustoms, item on the menu, this focusing attention in dishes. You may wishto sell. Use the carving trolley and sweet trolley as visual selling lid.Your must always have a good knowledge of the menu so as to give gooddiscipline to the guest of the dishes available. Recognition of the host is animportant factor.  Stand to left of the host, Each guest should have one yourself for reference purposes.  Do not positioning yourself too close to guest as this may cause embarrassment.  Size up your host and guest according to ages dues and nature of the party. This should then give you some indication as to the type of dishes on may suggest.  Take all order through the host. Try to ascertain the length of time available for the meal as this could determine the type of dishes sold. Warm customer of waiting times. 35

 Take note as to whether the party is all male, female or female.  Always take the order as score as possible.Points to be kept in mind while doing guéridon service :  Guéridon service is job of chef who also responsible for doing the service.  Always push the guéridon trolley but don’t pull to avoid accident.  The guéridon should be kept in one position for the service for the complete course.  The trolley should never be kept near the service door as it is may be obstruction to the waiter.  When more covers are being served only the main dirt should be served fro the guéridon potatoes, sauces, vegetables should be served in normal manner.  Service spoon and fork are not used as in the silver service but held with spoon in one hand and fork in the other.  The filling or carving should not be done on silver dish but on the carving board or hot joint plate.  Dirty plates should always be cleared from the guéridon trolley. 36

18. Different Types of Buffet ServiceAccording to the nature of service there arebasically 3 types of buffet service providedin different hotels. Such as:  Sit Down Buffet  Standing or Stands Up Buffet or Fork Buffet  Display Buffet or Finger BuffetSit Down BuffetAs it’s evident by the name itself, other factors like food display remain thesame, the only difference is that after helping himself the guest sits down tohave his meals. The table setting required in this case is just like any otheroccasion. If there is wine to be served along with the food, glasses are put inadvance on the tables and wine is served by the waiter. A meal of this kindrequires more than the usual number of waiters as they are required to clearthe soiled items in time and to ensure that all the service that is to be givenon the table itself i.e. wines, cigarettes, and toward the end tea/coffee, can beserved. A sit down buffet is as good as any formal meal and it serves a moresuccessful in infusing a certain lightness in the atmosphere and at the sametime remaining ‘formal’ also.Standing Buffet or Stands-up Buffet or Fork BuffetAs the name suggest, there is no provision of elaborate cutlery, hence thename ‘Fork Buffet’ since one can’t use a knife, so they use fork when one iseating while standing. Special care is taken in this kind of food. It must bemade sure that it’s easy to eat and can be eaten with fork. Anything thatwould need a knife is avoided. Curry, casseroles with rice and noodles, fishand meat salads are basically desirable and common items in this buffet.Display Buffet or Finger BuffetThe guests select their food and then eat at a table. Here the guests approachthe buffet at its various service points to select their requirements course by 37

course. Most ancillary items may also be collected, if needed, at the buffet.These might include rolls, butter, sauces, napkin, tableware etc. The gueststhen return to their tables to consume the different parts of the meal. Thetable layouts are similar to the standard banquet layouts. The clearing of thetables takes place in the same way as for formal Banquets. 38

19. Some Vital Points for Efficient ServiceGeneral Knowledge:  You need to know the full menu and the setting of cutlery accordingly.  You must know all house beverages and their prices. Familiarize yourself with the wine list; taste whenever it is appropriate to do so. Learn some standard recommendations from each section of the list; if you are unsure, ask a manager.  You will need to know how to open a bottle of wine using a waiter’s friend, and how to open champagne.Conduct:  Great service is all about thinking like a guest. Things to think about: 1. What they need at any particular moment 2. What they no longer need 3. What they may need very soon  Communication with other members of the floor staff team is the key to a successful service. Things you should share with them: 1. Special guest needs 2. If you need help 3. Location of the host of a table 4. Billing requests  Your uniform must include 2 pens, pad, waiter’s friend at all times.  Maintain eye contact, looking at tables is not enough. Never ignore a guest.  Only two staff members should be seen talking together at any one time in the restaurant. If you do have to talk together, make sure you face guests to keep an eye on the dining room.  Always speak in English during service.  You must not drink or eat in view of guests.  You must not smell of perfume or tobacco smoke. 39

 Allow guests to go ahead of you in the dining room at all times. Hold doors open for guests whenever you can. Try to avoid interrupting conversations, joke or story telling – wait for the right moment. Never challenge or argue, even if you know that the guest is wrong. In the case of food or drink, simply remove it, apologize and ask whether they want to order something different. When you ask how things are going (“How is everything? or “How was the meal?”), listen to the answer and fix whatever needs fixing. Never say “I don’t know” without following with “I’ll find out” Do not lean. Hands must never find their way in to your pockets, or anyone else’s! Don’t touch customers! Try not to “crowd” guests by having too many people at one table. Maximum 2 waiters presenting food to up to a table of six, maximum 3 at all other times. Never leave the floor, even if it is only for 30 seconds, without informing the manager where you are going, and how long you will be. 40

20. Waiter Training Guide: Learn F & B Service A to ZWho is Server or wait staffThe staffs or the employees who work in the restaurantor hotel assigned to serve food and beverage to theguests are known as waiter, waitress, wait staff,waiting staff, wait staff or server. Besides servingmeal some waiters are also assigned to observe theoperational activity of production department to makethe hotel operation smooth.However, wait staffs are responsible for performing the following functions:  Welcome the guest cordially.  Bring a dining familiarity.  Taking orders carefully as requested.  Serve the meal as requested.  Clear the table after having meal.  Setting the table after guest departure for the new guests. Preparation Before Guest ArrivesEvery server is basically assigned with a particular service area or table toperform his/her duties. Moreover the waiters have to be well educated aboutthe duties and responsibilities that are included in side work (do not directlyassociated with guest services) or “mise en place” (put into place). Forexample opening (dining room preparation, menu study) and closing duties(hand over the duty).Waitsstaffs have to go through some procedures and perform certainresponsibilities before guest arrives to ensure smooth guest service, whichare as follows:Assigning StationsThe assigned areas for servers are called as station which is the section ofhotel dining room. Generally experienced and senior servers are assigned tosought-after and larger station whereas the new waiters are assigned tosmaller and less popular station. Each station should occupy a seatingarrangement for 12 or more guests at tables, booths, or counters. Though it 41

is very difficult to manage equal distribution of the dining room for stationbut it is considered as the standard procedure in every hotel.To maintain the efficiency of hotel service, the F & B servers sometimes haveto perform service on a rotational basis. Station assignment is processedaccording to the total number of table in the dining room and number oftable which are assigned to the servers to ensure proper order given to rightparty.Table Reservations in RestaurantTable reservation is very important concept in restaurants. Guests oftencome with prior reservation in large restaurants to confirm their table.Through the reservation list, the waiters will be able to know the schedule oftheir station assignment and possible number of guests on a particular day.Table reservation (book a table in advance) is generally executed or handledby one member of the restaurant staff, a receptionist or reservation agent.To precede the reservation process, the reservation staff has to record guest’sname, phone number, or credit card number including any special requests(for example: server-of-choice, table-of-choice, high chair, birthday cakeetc.) through computerized reservation system.Before guest arrival, the reservation staff should confirm the reservation overthe telephone prior to the reservation date. The guests with reservationshould be seated instantly after arrival. Even some small and fine-diningrestaurants also require reservation where guests tend to remain for theevening. Dining Room PreparationPreparing the TablesPrepare the dining table, before guest arrival is one of the prime duties ofrestaurants waitstaffs. A well organized and presentable dining tableincrease the eye appeal of the restaurants as well as works as a tool to makesthe guest as repetitive client.To prepare the dining table or to set the table, a server has to accomplish thefollowing steps:  First be assure that your station is appropriate and workable to set up for service. 42

 Set up a number of tables that are enough to occupy both probable numbers of guests with and without reservation. Before setting the table, properly wash the table with a clean cloth or sponge after soaking it in sanitizing solution. Clean the chairs and rub the spot or sticky dirt by using a separate clean cloth. Select the right size of table cloth (if it is used) so that all four corners of the tablecloth hang equally and the edges touch the seats of the chairs after spreading. To place the tablecloth more perfectly and quickly, you can position the center fold just on the center area of the table and then open the cloth to cover the tabletop. This process is also very effective in replacing soiled table cloths even in presence of guests. For better protection and better presentation you should use a silencer (pad or tablecloth) under the top cloth. To replace the soiled linen, move the centers items like condiments, candles, and flowers to one half of the tablecloth. To do so safely, fold the soiled cloth and keep the items on the open half part of the table or silencer. Remove whole part of the soiled linen after carefully enfolding the crumbs. Time to time you will need to replace the cloth which is complete reverse task to perform. You should always clean the table if there is no tablecloth. In case of placemats, properly arrange and set them on the clean table. After placing the tablecloths or placemats set up the cover (include china, silverware, napkins, and glassware). Use clean trays to carry service ware like chinaware, glassware, silverware, and napkins to the table. Follow the right or standard procedure for handling the service ware and to set the cover. For example: chinaware by the edges, glassware by the bases or stems, and silverware by the handles. Never place the soiled service ware in front of guests. Check properly and remove damaged or broken glassware or chinaware if there any. 43

 Finally check and adjust (if it is required) the center items and service ware after setting the cover.  Present menu by following the hotel policy.Folding the NapkinsTo make the cover more presentable and to providea complete table setting, stylish and attractivenapkin folding are essential. Though a formalnapkin fold is highly required in restaurants butnapkin also could be presented in both simple andcomplex folding. For example: you can simplymake a pocket with the napkin for silverware or youalso can create a flower fold and use it in formaloccasion.It was just an example. There numerous attractiveand elegant designs and uses are available to fold the napkin. Such as:  Large laundered  Starched  Ironed napkins etc.However it is very important to balance the number of folded napkin in eachstation in dining room. Always try to fold extra napkin that it can be used inrush hour.Preparing the SidestandYou may wonder what side stand in restaurant is. Generally a side stand isan essential part of the restaurant, positioned near the service area or diningroom to store service items. Basically it works as a storage and service unit.A wait staff always should be capable of instantly providing all necessaryservice items that are required by the guests which could be possible byarranging a well-stocked side stand. Therefore, it is the duty of a server tomaintain its cleanliness, appearance and to ensure proper stock of side stand.Basically side stand are stored with service ware, supplies beverages andgarnishes. The number and nature of service items that are stored in the sidestand is usually based on the size and form of the restaurant. 44

However in most of the restaurants sidestands are stored with the followingitems: SuppliesClean and folded napkins Tip wallets or traysOrder pads Extra pencilsSponges Clean placematsTowels Children’s bibs and favorsGuest checks PensChina Service WareGlasses SilverSeafood forks Iced tea spoons BeverageCoffee warmers with fresh coffee CarafesLemon squeezers Water pitchersJugs StrawsDrink coastersSalt CondimentsMustard Steak sauceKetchup Pepper Horseradish in containersLemon wedges GarnishesCoffee cream Tortilla chipsFortune cookies Preserves JellyDinner menus MenusChildren’s menus Specialty menus Dessert and wine menusKnow your MenuMenu is the printed list of food and beverage that are offered by therestaurants. There are several types of menus which are as follows: 45

 Static menu  Cycle menu  Market menu  Hybrid menu  Du Jour Menu  À la carte menu  Table d’hote menu  Prix-Fixe menu  Fixed menuDifferent restaurants could have different styles of menu. For example,printed on the hard paper, printed on the placemat or attested on the wallabove the counter.Why Studying Menu is Good for a WaiterAs a server you should be wellknowledgeable and aware with every detailsof menu of your restaurant including menuchanges, price changes, special dishes etc.Good command over menu will help you toqualify your service by suggesting dishes,suggestive selling or answering questionthat are derived from the guests.Here are few key points that will help you to understand why you shouldstudy the menu in details:  You should be updated with the menu due to changes in prices or dishes according to the increasing ingredient cost or seasonal availability of food items.  Learn about the special dishes that you would be able to fulfill guest’s query and help them to choose right food. Ask for help from the chef if it is required.  Getting detail idea about menu will help you to provide accurate information of any meal and to suggest side orders to the guests.  To provide authentic suggestion, know the food by own tasting. 46