Food & Beverage Service-Tutorial Notes

You can also help the guests through having particular information aboutfood and beverage items of the menu in the followings cases:  Some guests may have prone to allergies to the availability of certain foods or ingredients in the menu items. Knowing the menu could make you capable of answering their questions or queries regarding those certain ingredients or foods.  Vegetarian guests are strictly reluctant to have non vegetarian foods. If you will be well-informed about the vegetarian items then it help you to select right choice for your guest.  Know well about the prices and suggest them according to their budget.  Learn which food are containing low calories or low fats and suits best with the diabetic person or heart patients.  Children are very sensitive about food selection. Know about the kid’s choice or items in the menu and suggest them in selecting appropriate food for them. Preparation After Guest ArrivesA server or waistaff has to perform the mostcrucial and significant duties when a guestarrive. Ranges of services and procedures ofserving a guest could differ in restaurants.However the typical preparations andprocedures that a waiter has to execute afterguest arrival are given below:Greeting and Seating the Guest PerfectlyA guest always comes in the restaurant with an expectation to be cordiallywelcomed by the restaurant staffs. All the hotel or restaurants staffs shouldbe well trained in welcoming the guests with proper etiquette and manner.In some properties host or hostess generally welcome the guest, butsometimes the servers are also responsible to greet the guests. A waiter couldprecede the greeting procedures in the following ways:  Welcome your guest with a welcoming phrase. 47

 Make first contact pleasant so that it can contribute in the long term relationship.  Greet the guest according to the time.  Make guest comfortable with the atmosphere.After welcoming the guests the server should make guest seated.Though some restaurants do not demand waiters to seat guests, but in mostcases especially in some fine-dining restaurants require the waiters for guestseating. The server always must take certain actions for seating a guest. Forexample:  First ask the guest whether he/she has reservation or not.  The guest with prior reservation should be seated immediately.  Ask for the number of guests and organize seat according to the number.  Do not let your guest for a long to get seated even the guest is without reservation.  Always pull the guest’s chair and help guests in keeping their coats or other objects.  Common visitor or regular guests may have particular choice for seating. Try to manage their desirable seat.  Arrange kid’s chair, if family come with their children.  If there is lady guest then first pull her chair.  Some restaurants have separate smoking and nonsmoking zone. Get seated your guests according to their preferences.  Take special care to make seated the old and disable guests.  When your guest seat, serve complementary snacks (if it is provided) along with water.After proper guest seating, introduce yourself (unless it is prohibited by yourproperties) to become familiarize with the guests. For example, say “Myname is X (your name). I will serve you today.” If you are busy with anothertask then apologize and ask for some time to become free.However before approaching and seating guests you must make yourstations free and ready to serve new guests. Center items should be properlyplaced and condiments items should not be placed before guest’s order. 48

Though some small properties often allow the presence of condiments itemsin the guest table.Presenting Menus to GuestsIf guest seating procedures are completed then menus should be providedinstantly following the standard method. In some establishments menu ispresented after taking order of pre-meal beverage. Server always may not beassigned in presenting menu. The manager or host might be responsible forhanding out menus.The following customary procedures could help a wait staff to present themenu in right way:  Hand out the menu at each cover before guest arrives.  Present the menu after the beverage order has been given.  Give the menu at guest’s hand.  Never drop the menu at the table in front of guest.  Present the menu from the left side of the guest.  It is courteous to hand out the menu first to the lady guest.  Explain or describe the food and beverage items in the menu along with prices.Sometimes the wine list is presented by the waiter or a sommelier.Taking the Guest OrderIt is very much essential for the server to take order effectively. Properorder taking is the prime task of the waiter as the sole purpose of theguests is to have meal according to their choice. After presenting the menuor serving the pre-meal beverages, the waitsatffsshould have to give some time that the guestscould make selection. Sometimes it may happenthat guests are confused in choosing meal or theymay seek for waiter’s suggestion or they find themenu complicated to select any item. A waitstaffshould always be prepared to take care of guests’needs and help them in making their selection.You must take the order carefully, note down everysingle details that a guest dictates during giving 49

order. There are some common abbreviations (for food items) are used inhotel or restaurants, use those abbreviations to save time.Examples of some common abbreviations are:  Very well done VWD  Chicken fried Ch f  Chicken sautéed Ch saut  Medium rare MR  Rare R  Medium MAfter taking guest order properly, repeat the order back to the guests to avoidany mistake and get back the menu from each guest. While taking order youmust consider certain things. For example:  Always stand left side of the guest.  You are fully knowledgeable about the menu.  Provide suggestion according to the types of guests and their budget.  Ask the guests whether they have any food restriction or not.  Inform the guest about food preparation time.  Be sure about particular things. Such as choice of salad dressing, side dishes, coldness of water, doneness of any meat item, when to serve beverage etc.  Note down any special requests.  Ask who will pay check.A waiter has to take the order in an organized manner that nothing could gowrong. To take the order effectively some methods are basically followed informal establishments. Among them four widely used methods are asfollows:  Guest-check order system: this is the most common system in restaurants especially in the single kitchen section. Guest check order system works best when the establishments offer numbered meal combinations (breakfasts and lunches) in the menu. The front side of the guest-check order system is used for taking meal order and the back side is for bar order (also could be in separate check). The server will hand over the guest check to the chef which he/ she get back during 50

picking the order. Before giving it to the guest for payment the waitstaff will add the bar total (if any) to the food total.  Checklist order system: this method is used where there are limited foods items are offered, such as short-order, fast-food restaurants. Checklist order system is a very simple as with this system the waitstaffs only have to select the food item from the menu. According to the size and unit of purchase server calculate total price that guest needs to pay.  Hand held computer order system: this is the quickest and advanced method for taking order. Under this system the order will be taken by writing on the screen which will automatically sent to the kitchen and bar.  Notepad order system: the establishments providing multiunit kitchen including separate chefs usually exercise notepad order system. This system is best when a guest comes to have full course meal and the wait staffs are assigned in providing side dishes. With a notepad order system, the server includes the meal according the category, for instance appetizer, beverage, main course etc. by creating a chart on a blank pad of paper. The waiter often makes a double copy of the food items that are processed into the computer for the kitchen staff and keeps one copy for giving other appetizer or beverage order. After finishing meal the waiter will fill the guest check according to the food and beverage order and give it to the guest for payment.Use of Suggestive Selling TechniquesThe waitstaffs also have to be skilled in suggestive selling (suggesting foodand beverage items from the menu to guests) to improve their restaurantexperience and to increase the size of the guest check.They can play role in generating revenue through suggestive selling.Sometimes guest may become confused in choosing food or they may not beaware of the quality and taste of all the food items in the menu. In suchsituation waiter’s suggestion often work greatly to make the guest satisfiedabout service. The server can also attract the guest to have special dish of anyproperty through suggestive selling. 51

Don’t forget these points of information in order to make better suggestiveselling to your guest:  Well mannered behavior is must to influence your guests.  Before suggesting any beverage or appetizer you must be well informed about that item and it should go well with the main course.  Suggest pre-meal beverages and appetizers before having main course.  Suggest side dishes with the main course.  Suggest your guest to have appetizer if the order require time to be made.  After finishing of main dish, suggest the best desserts of your property but of course according the budget.  If the guest does not want to have dessert then suggests fresh fruits.  If your guests are celebrating birthday or any event then suggest the wine list or a birthday cake.  But never push selling.Placing the Order to KitchenTo effectively place the order in front of guests the waiters should be carefulabout certain things as follows:  First give a glass of cold water (ask iced water or normal water). Do not full water to the rim of the glass (fill two-thirds to three-fourths).  Provide a water jug or carafe. Place the carafe two to three inches away from the glass rim to avoid any collision.  To carry a tray, use your palm of the hands. The traditional approach to carry the tray is using of left hand. If tray jack is not attached then use extra tray jack. Read this tutorial: Learn how a waiter should carry a tray in restaurant.  Keep away the hot and cold food items from each other on the tray. Set the weighty items on the center part of the tray and lighter items on the outside.  While carrying tray keep your body straight and try not to get touch with the tray. Careful about the surface and cover your items if it is required.  While carrying chinaware and glassware, keep your fingers off to the rim of the dish. 52

 Use an underliner to place cold and hot beverage.  Use a double folded serviette or napkin between the thumb and index finger in case of very hot items and warn your guest from touching it.  During carrying flatware use a plate and fold the flatware with napkin. Hold the lower part of the flatware with your fingers.If the order is taken by computerized process then the server don’t have toworry about the order. But when it is done manually, then servers must placetheir orders in the kitchen.Some restaurants may have particular staffs for placing the order rather thanwaitstaffs. For example some fine dining restaurants assign a separatechecker to place the order after checking the order in the kitchen or in formaldining establishments an expediter may be responsible for placing the order.The order could be communicated to the kitchen through various methods.However the methods for placing order could differ according to the size ofthe property, type and nature of the kitchen, type of service, availability of acomputer system and so on. Basically the following three methods areadopted worldwide:  Oral method: this is most traditional method of placing order. Under this method server directly enter the kitchen and clearly describe the order to the responsible kitchen staff.  Written method: this method leads the waiter to write the order on a checklist or guest check. After taking the order the server then handover the written order to the chef to take further actions for placing the order effectively. In large restaurants the waiters keep a notepad to note down the order and make double copy of the order (one for the server another for the kitchen) to avoid any mistakes.  Entered: this method is the fastest method. Under this method an order is entered into a computer terminal and sent to the chef electronically who will execute the order.Picking up Orders from the KitchenHere are some commonly used ways to inform the waiter in order to pick theorder from the kitchen: 53

 A lighted number on the wall of the dining room which is only used to let the waiter know to pick the order.  Through the oral communication between the chef and the server.  A large wall clock which will light up a particular number of a server after the order is prepared to be picked.  Some establishments provide pagers (electronic devices) for the servers through which information is communicated to pick the order.While picking the order you must maintain the following things:  Make sure that right order has been prepared and garnishing is done in an eye appealing way.  Check the food dish properly if there any food spills or not.  Never serve your order in soiled dish.  Use a clean and double folded serviette or napkin to pick up hot dishes.  Place the order after the table has been cleaned.  Use a tray to carry your order.Serving the Guests ProperlyTo make the serving procedure appropriate and to acquire guest satisfactionthe server must ensure certain things before serving the food andbeverage to guests. For example: the table has properly set and ready forserving meal, all mise en place has done, all complementary serviceware areaccurately placed at the server station etc.Basically there are no strict rules for table setting procedure or to place thefoods in the table. Standard table settings procedures are followed inrestaurants or hotels to make it easily handy to the guests which are asfollows:  Place the appetizer in the center of the table just before guests.  Put the soup bowl directly in front of the guest.  Set main course and entrees directly in front of the guests.  Put salads in the left side and breads in the right side of the guest.  Place serving flatware and beverage glassware on the right side of the dish.  Set condiments in the center of the table. 54

Most of the establishments set some general rules for serving the mealperfectly that a server has to follow. For instance:  It is customary to serve meal to women and old guests first.  Start serving food with your left hand from the left side your guests (but if you are standing at right side of the guest then use your right hand).  Serve food according to the standard category (ex-appetizer, main course and dessert) along with all necessary supplementary serviceware.  Place beverages with the main course but serve when it is ordered by the guest. Also serve coffee and tea according to the guest’s demand. Use your right hand and serve from the right side of the guest during serving beverage (do not pick up the cup or glass from the table to serve).  While serving dessert and beverage refill coffee or tea and other beverage glasses until the coffee pot or the water carafe or the wine bottle is completely emptied.  Make sure that all accompaniments and serviware are placed appropriately.Serving at BoothsServing at booths is quite different and difficult from serving at table. Forexample:  The waitstaff has to serve guests at the widest end of the table in booths service.  The waiter has to use left hand when guest is right side of the server and use right hand when guest is on the left side of the guest.  The server should instantly clear items and ready for next after serving the current guest as booths often have less space than tables.However whatever the approach you will follow always consider the guest’sease.Clearing the Tables after Having MealThe waitstaff should go forward for clearing table when guests set theireating utensils down on the plate or may ask them whether they have 55

finished or not. To clean the table after serving and finishing meal a serverusually perform the following tasks:  Clear all soiled dishes and serviceware and keep them on a tray from the right side of your guest with your right hand in a counterclockwise direction.  Do not remove beverage glasses until completely emptied and guest’s exit. Recommend guests to have after dinner drink.  Clear other miscellaneous items from the table to give some spacious space on the table.  Crumb (sweeping loose food particles into a plate) the table with the crumbert to make it ready for dessert or after dinner drink.Presenting the Check and Saying GoodbyeThere are some signals by which you canunderstand that the guest has finishedhis/her meal and waiting for bill suchas: reaching for coats, purses, orpackages, or the guest may ask for the bill orthe check.After paying bill the guest usually leaves a tip(an incentive for effective service) for thewaiter. Providing tips is customary ratherthan mandatory for guests. Guest generallyprovides tips to the server on the basis ofcertain factors. For example:  Efficient and well-mannered service.  Quality of the food.  Appearance of the waitstaff.  Effective suggestive selling.A lower amount of tip also can indicate that the guest is not satisfied with theservice. A waiter always should provide his/her best service to make guestsatisfied and to get a smart tip. It would be a wise idea to bring guest’s changein some single dollar bills rather than in larger bills. 56

Guest could provide tips to server either directly or leave it on the table. Evenin some operations the tips automatically added to the check by therestaurant which is received by the waiter from the cashier or included inhis/her paycheck.However the server should not expect that the guests will always providepleasing tips. Some guests may not be aware of the tipping system due todifference in tipping system in different culture. Such as:  In USA all guests usually provide tips after paying bill.  In Europe tips are included automatically in the check total.Sometimes the waiters have to equally share the tips if they are assigned inone table. Some establishments also set a rule for the waiter to share apercentage of tips with the bussers, drink runners, expeditors, and otherassistants.You must thank to the guest for coming and providing tips and genially invitethem to return. Say goodbye to the guest with a pleasant smile and give awarm feeling to the guest to make it long term relationship. 57

21. A to Z Hotel Room Service Procedure Room Service is a personalized service offered by medium or large luxury hotels which provide their guests unique opportunity to order & enjoy food & beverage in their own room which ensures privacy, convenience & great dining experience. Room service is a part of F & B Service department of a hotel. Although it isoffered directly in room but it doesn’t belong to housekeeping department.Generally a small hotel doesn’t offer room service but a 3 or 4 star hotelshould at least provide this service. In most of the hotels, room service is onlyoffered during restaurant’s operation hours but some offers 24 hours roomservice as well.(1) Reasons behind Offering Room Service:Nowadays almost all big hotels offer room service. There are some reasonsbehind offering room service such as:  Many hotels makes significant amount of profit out of room service.  Well managed room service gives a competitive advantage in market.  As room service is a personalized service so if it is performed properly then it helps to gain ultimate guest satisfaction.  In some cases it is matter of great prestige as well. All big hotels provide room service facility and those who don’t have such are lacking behind others.  It helps to target different group of guests who need room service most like busy corporate guest, celebrities, disabled people etc.(2) Why Guest Prefers Room Service:Different guests have different needs and tastes. There are few reasonsbehind choosing room service:  It helps to attract business travelers as they are very concerned about their privacy & time.  Some group travelers prefer eating together. 58

 Honeymoon couple usually loves to eat in room to make things more romantic.  Room service is highly appreciable by celebrities who generally escape away from general people.  Many guests want to have food in casual way by wearing normal cloth, watching TV etc.  Many guests want to start day with a bed tea. For them room service is the only option.  Women who travel alone are generally conscious more about their privacy. They trend to choose room service more.  Some guests have important private discussion that’s why they don’t want to go outside. For them room service works best.(3) Why Some Guests Don’t Want Room Service:It’s not true that all guests prefer room service. There are few reasons behindnot choosing room service even through it is offered:  Generally room service is priced high. Budget guests normally do not prefer to pay extra for having food in room.  In rush hour, especially in the morning, sometimes it takes time to deliver service in time which makes guest unhappy.  One of the biggest challenges for well managed room service is to offer food & beverage in proper temperature. Many guest become annoyed for that.  In most of the hotels room service is not provided for 24 hours a day.  Generally room service menus are very limited in order to provide fast service.(4) Qualities of a Proper Room Service:Here are some qualities of a perfect well managed room service that a guestwants fervently:  Prompt response, Proper greeting, and polite behavior while ordering through telephone.  Appropriate suggestions from order takers.  Correct order taking.  Delivery of order in proper room in appropriate time.  Proper temperature of foods & beverage items. 59

 Courtesy from service delivery person.  Quick removal of used trays & trolleys after having food.  No unnecessary attempt to push selling.(5) Types of Room Service:  (A) Centralized Room Service: Centralized room service offers all items to be delivered from main kitchen and a general waiter will serve the foods in place of specialized room server. For providing such service main kitchen needs to have all room service support facilities, man power and equipment. The main problem with this type of room service is that it takes time to serve food in guest room. The delay occurs since such service is provided through same service elevator used by all other staffs.  (B) Decentralized Room Service: Decentralized room service offers very limited number of food & beverage items to be served in real quick time. This service is offered through separate pantry located in different floors. Generally easy to make foods like tea, coffee, sandwiches are served by this service.  (B) Mobile Room Service: Mobile room service also offers very limited number of food & beverage but specialty of this service is that a dedicated elevator is kept especially for this service to reach out guest room fast. Since foods are prepared in mobile pantry i.e. elevator so only few items are served through this service.(6) Equipment Needed for Room Service:Room service is mainly performed through trays and trolleys. According tothe types equipment needed for room service varies. Here is some frequentuse equipment needed for room service:  Tables, trays, trolleys, heaters, chinaware, crockery, cutlery, silverware, glassware, vases, linen etc. in different size & shape.  Special trolleys for room service with hot cases for keeping food hot.  Racks to store different equipment.  Order takers cabin with computer and other equipment.  Dispense bar for bartenders especially when there is no mini bar in guest room. 60

Here is basic service equipment needed for a perfect well managed roomservice: Crockery Cutlery GlasswareWater Goblets Tea Cups Service Spoons & Forks Juice Glasses Coffee Cups Dinner Knives & ForksRed Wine Glasses Soup Cups Fish Knives & ForksWhite Wine Glasses Dinner Plates Dessert Spoons & ForksChampagne Glasses Side Plates Cheese KnifeWhisky Glasses TeaspoonsHighball Glasses Soup SpoonsSilverware Others Trays Bread Baskets Tea Pots AshtraysPlate Covers Cruet SetsWater Jugs Bottle Openers Ice Bucket Toothpick Holders Toast Racks Sugar Pot(7) Layout of Room Service Department:In large hotels special dedicated area is kept for room service department forsmooth operation but some small hotels allocate very small corner for roomservice. Most ideal location for a perfect room service department is besideboth kitchen & elevator. If both at the same time are not possible then2nd most ideal location for a room service department will be beside elevator.Here are some features needed to be considered for room service departmentlayout:  Order Takers Cabin: The person who is responsible for taking order is known as order taker. The cabin of that person has a glass window so that he can see whole room service area and kitchen at a time. The cabin needs to be comfortable, sound proof and equipped with telephone, computer, note pad, etc. In modern days an order taker can track all order through computerized system. This system is also linked with front office that gives real time room status update.  Room for Room Service Manager: For administrative purposes, some hotels allocate small room for room service manager for 61

conducting interview, scheduling, taking action, discussing with clients etc.  Waiting Room: There is server’s waiting area for relaxation. Between each order, servers are allowed to take rest and smoke here. But he should be always ready for next order and that’s why should not go to staffs cafeteria or have a sleep or engaged in other tasks. This room is equipped with chair, bench, table and cloths rack.  Storage Area: As the name suggests, in this storage area, items like linen, fuel and other essential room service equipments are stored. Also there may be a refrigerator for storing butter or flowers. Complementary fruit baskets or other gifts for customers are also kept here.  Dispense Bar: As we discussed earlier this bar is used to provide beverage items to guest and only bartenders are allowed here.(8) Preparation for Room Service:For smooth room service operation a room servicemanager or F & B director should have pre planabout staffs, equipment and inventory. For a smallhotel property, 10 to 15 specialized room servicestaff may be enough but a big hotel which runs abig room service department will need more staffs.In order to be able to provide perfect room service,it is mandatory that each staff of that departmenthave a good knowledge about menu. Unable toanswer guest questions about any item willultimately hamper hotel’s image. Here are somepoints a room service staff should consider forbetter service:  Well informed about menu items, day special etc  Know about your guest whether there is any VIP or group booking  Any menu items that are not available at particular day  Used ingredients & cooking procedure of different menu items  Presetting service tray like putting clean table cloth, arranging napkins, tableware etc. 62

(9) How to Take Room Service Order:Taking room service order needs skill and experience. In our room servicetraining manual we have discussed in detail. Here we will discuss theprocedure in short:  First answer the phone within 3 rings by saying “Good morning/afternoon/ evening, Mr. /Mrs. “X”, this is Room Service. “Z”: speaking, how can I help you”. Order taker must introduce him or herself with his name and make guest aware that he or she has called in room service. Must use cheerful voice to convey the message that you are giving care to his call and ready to provide him or her best possible service.  Easiest way to impress a guest calling to room service is addressing by his name. If there is computerized caller identification system then you should know from whose room who may call you. So if you have such technical advantage then tries to impress the caller at the very beginning. If you are unsure about how to pronounce guest name or have no such caller identification system then politely ask his name and room number and must repeat guest name few times in conversation.  Take the order on a room service order taking sheet or if you have Point of Sales (POS) system them input data directly in your automated system. If you have to write in manual system them try to be as detail as possible since the order is needed to be handled by other parties like kitchen staffs or waiters.  For a perfect order taking you need to ask as much question as possible in order to avoid wrong order. Ask guest about sequence he prefers, method of cooking (raw, well done etc), choice of dressing, items used, desire beverage bottle and glasses, any special requests etc.  Try to write everything guest wants. Sometimes you may find something not that much of important but to avoid future inconvenience it’s better to put everything out of the conversation.  After taking order repeat everything in order to ensure that you have recorded everything that the guest wants. 63

 A good order taker should have some suggestive selling skills. Suggestive selling is not bad if you can use it properly. It’s a win-win situation for all concerned parties. Guest will get expert opinion from order taker which could make his meal experience more enjoyable at the same time hotel will earn some extra revenue and waiter may get some tips. Don’t use push selling techniques. Remember suggestive selling is to help guest and make extra profit ethically. Don’t make those guests annoyed with suggestive selling techniques who are in really hurry or who are 100% confident about items he is going to order.  Now give guest estimated time of delivery. It is often very safe to keep extra 5 minutes in your hand when giving delivery time. If you serve guest 5 minutes earlier then he will never mind and at the same time it will enable you to cover unexpected delay.  Finally thank the guest and wish him good meal experience.(10) Processing Room Service OrderAfter taking order successfully now it’s time to process the order. Here aresome key points:  Print out the guest check and give the check to room service attendant to send it into kitchen from where order will be delivered. If the order taker use automated POS system then aware kitchen staff about the new order who will then print out the check.  Set up tray and table properly. Here is a basic layout: 64

Fig: Sample Hotel Room Service Table Setup  If there is any hot item to be served then fire up heating plate or oven.  Then take food from kitchen. Must ensure all ordered items are available there. Put cold foods first then go for hot items.  Check all orders closely for the last time in order to avoid inconvenience.  User service elevators to reach at guest room.  In order to avoid collision never push your tray. Always pull.(11) Delivering Room Service OrderNow after successful order processing it’s time to deliver room service order: 65

 First check you have come to the right room number. Don’t knock on other guest who didn’t order.  After being ensured about room number, knock at the door and announce “room service”. If there is “DND” sign hanging and you are sure about the room number then still continue knocking and let guest aware that you have come to deliver his order in spite of seeing DND.  Greet the guest according to the time by saying “Good morning/afternoon/ evening, Mr. /Mrs. “X”.  Enter the room and put the tray where guest prefers.  Then repeat each and every item from guest check to ensure that you have come with right items.  Ask him “Do you want something else Sir or Madam”  Show the delivery charge and must take sign in your guest check. If gratuity is included in total then must notify the guest.  If guest doesn’t mention any time to clean the order then inform him how to inform room service department for cleaning the table.  Finally thank the guest with his name and wish him to enjoy the meal.  Exit the room by carefully closing the door.(12) After Room Service IssuesAfter delivering service finally it’s time to remove used tray and table. It willdepend on the hotel’s policy. There may be special staffs from tray removalor housekeeping unit may perform such duties. Try to get guest comment orcomplaint in order to improve your service quality. Add guest suggestion andfeedback in your planning.So, that’s the end of this tutorial. We are going to publish around 150 page ofroom service training manual which will give you ever single point ofinformation about how to maintain a perfect room service business. Thebook will come in both ebook and printed format. Hope you will love to grabthat. Wait for our official announcement. Till then Good bye. 66

22. Ultimate Guide for Quality Guest ServiceWhat do we mean by the term service? Understand that doing something forothers is called service. But service and quality guest service do not providethe same meaning. The term quality guest service has more wide and depthmeaning. It is not simply putting dishes at guest’s table by a waiter or justgiving a room key to the guest after registration.The quality guest service will always add something more than that. It ismore than just doing a great job; you need to add that special ingredient—courtesy. Try to put out that extra effort that shows you really care for yourguest. Whatever you will do for your guest that should be done pleasantly,friendly, sincerely, politely, courteously, honesty and devotedly and with asmiling attitude. These are all we should add while providing any service toour guest. Generally, people like to return to the places where they receivedquality service with excellent behavior.Quality guest service is very important for hotel as well as the staff to increasethe reputation and standard. As a hotel staff providing quality guest servicewill also help you to strengthen your position and benefited. For example, ifyou serve a guest, who never tip to your service and never acknowledge yourservice – serve him all the more. By doing this you will not lose anything.What you give out is what you will get back.If you put your all into your service in a pleasant and manner then it is boundto come back to your benefit. The extra efforts you will make always be rewarded. It is not necessary that you will always get instant return or output. But it is sure that you will get long term benefit. Your qualitative service will make you more skilled and desired employee for your company. So, try to provide quality service to your guest and to develop a character inwardly with a positive attitude towards quality 67

guest service. There will be always something for the person who somethingmore for the guest. The person who is interested to get the job done despitethe hour, the person who tries to satisfy his guest, the person who can berelied upon to carry out service pleasantly, these are the people for whom thehotel is running successfully.So, whatever service you provide to your guest—provide something extra andqualitative. Look at service as something more than the service which youwould term as quality guest service. If someone is dishwasher then he/sheshould be determined to be the best dishwashers to get those dishessparkling and shining. We all know that a pleasant and friendly helpfulwaiter or receptionist adds something more with his presentation. That iswhat quality service means.I believe thus providing a quality service to your guest you can be moresuccessful on your job. So, tackle your job in the light of quality guest service.If you are a hotel employee, do everything in the light of quality guest service.Thus, you will be benefiting your hotel as well as yourself.The Top 10 Rules of Superior Guest Service 1. The Guest is the most Important Person. 2. The Guest is not dependent on you. You are dependent on the Guest. 3. The Guest is not an Interruption to your Work. He/ she is the purpose of your Work. 4. The Guest does you a favor by serving them. 5. The Guest is as important to you as your Inventory, Employees and your Hotel. 6. The Guest is not a Cold Statistics. He/she is person with Feelings & Emotions just like you. Treat this People better than you would want to be treated. 7. The Guest is not someone with whom you can argue or match wits. 8. It is your job to satisfy the Needs, Wants & Expectations of the Guest. And to resolve their Complains & Fears. 9. The Guest deserves the most Attentive, Courteous & Professional treatment you can provide. 68

10. The Guest is the Life Blood of your Hotel. Remember that without them your job would be unnecessary, you work for the Guest. Without a Guest, you are, Indeed, irrelevant in Hotel.Hotel & Restaurant Guest Service ExcellenceAs we know that in any service-oriented organization customer (in our casehotel guest) satisfaction getting through sincere hospitality and personalizedservice plays a very important role. The term “Service Excellence” can bedefined as the ultimate service, a hospitality industry can provide for itsguest. That means as a sincere hotel staff you have to satisfy your guest withyour outstanding service—but there are limitations because there are houserules and country rules. Still we have to serve the guest to their entire desiredsatisfaction.Hotel services are broadly of three levels, for example:  1st level  2nd level  3rd level1st level hotel service meets the basic requirements of the guest only andmay not enough be qualified as an excellent.2nd level hotel service mainlyfocus on the meeting of the guest’s expectations in such a way that will createlong term relationship. 3rd level hotel service always works for fulfillingguest’s expectation to such extent that it would satisfy the guests even beyondtheir expectation.Here are some recommendations which might help you (as a hotel staff) toprovide excellent guest service.  Greet the guest with smiling face  Offer help  Always listen carefully what the guest want to say  Answer his/her queries carefully  Seek guest’s consent to the thing that you are going to do  Show gratefulness and give thank for staying in the hotel  Invite the guest for next visitIf you want to achieve the zero level defects in guest service while providingany service to your guest you have to maintain positive attitude towards guestand provide personalized service with smiling face and keep on courtesy, 69

etiquette by using magic words—please, thank you, excuse me, you arewelcome, have a nice journey and so forth until it becomes a habit. 70

23. How to Serve Bread & Butter at RestaurantEnsure that the guests have been appropriately served with bread and butterservice so as to achieve guest satisfaction.Procedures1. Prepare the bread  After the food order has been taken, proceed with the order to the pantry area (bread and butter is always only served with western food order).  Put a clean bread basket with a folded service napkin on a service tray and make it ready for serving.  Pick up the bread rolls from the warmer by using tongs and keep them in the bread basket.  Prepare the required tubs of butter and margarine and keep them on a clean, non-chipped B&B plate and place them on the service tray.2. Approach the table  Use your left hand to carry the service tray and hold it flat on your palm firmly.  Make eye contact with a smile and approach the table.  Serve the guest from the right side of the guest with the right leg slightly ahead in front of the table and establish eye contact with a smile and say: “Excuse me Mr. X, here is your basket of bread”.3. Place the bread basket  Keep the bread basket and B&B plate on the center of the guest table.4. Serve the Bread & Butter  Put the butter tub with the single piece of butter.  While placing the butter tub, ensure that the logo of the butter pot and the brand name of the butter face toward the guest.  If there is a large group, serve the portioned butter on a demitasse saucer.  Replenish bread and butter for the guest (when required).  Check to ensure that all bread items are appropriately warmed before servicing to the guest.5. Leaving the table 71

 Make eye contact with a smile and acknowledge the guest by saying politely: “Thank you, Enjoy your meal, Mr. X.” and leave the table.6. Remarks  Always approach from the right hand side of the guest unless it is required to do from the left side of the guest. Such as: 1. Guests are involved in serious conversation during the meal. 2. Inadequate space for the arrangement of the guest table. 3. Serving or removing items are located on the left side of the guest.  Ensure that the breadbasket must have at least five types of bread and minimum 3 types of butter are available for guest (selection should be made as per Chef & Baker and also as per the availability).  Keep the bread in the oven for 1 minute at the heat of 250°C in absence of the Baker.  The kitchen staffs and the other staffs associated with the service must be aware of the availability of the different types of bread in the hotel on a daily basis.  Ensure that different types of bread are offered to guest so they can choose from that best suited to their taste, such as: Cheese roll, French baguette, Onion and olive bread, Brown roll, White roll, Italian bread, local bread (if any), Potato bread and so forth.  During busy nights and specialty nights, keep the breads in a warmer at back area and make the bread basket ready with proportioned butter and margarine before guest arrival.  You can use the following proposed portion of butter and margarine to serve the guest with: 1. For 1 person: 2 bread rolls with 1 tub of butter and margarine. 2. For 2 – 3 persons: 4 bread rolls with 3 tubs of butter and 2 tubs of margarine. 3. For 3 – 4 persons: 6 bread rolls with 4 tubs of butter and 2 tubs of margarine. 4. For 4 – 6 persons: 8 bread rolls with 6 tubs of butter and 2 tubs of margarine. 72

24. How to Serve Food at Hotel & RestaurantFrom this tutorial you will learn how to serve the food in an elegant andsophisticated way but in a professional manner in accordance with the setstandards of the hotel or restaurant. Guests are ultimate boss in thehospitality business. When they come to your restaurant or hotel treat themas your dearest friend visit to your house.Please remember everyone can have food in their house. So when they cometo you that means they want to get good service, have delicious food andenjoy some great time. If they get these they will definitely come again andagain and even may recommend others as well. So serving food properly isvery vital task to perform for each & every waiter and waitress. Procedures of Serving Food at Hotel or Restaurant(1) Pick up the Food from the Kitchen  After all the food orders have been taken and placed in the kitchen properly, the server in charge of the table should ensure that all required cutleries have set up and placed on the table properly.  Pick up food from the kitchen and bring it to the guest table. Pick up hot dishes from the hot kitchen and cold dishes and dessert from the cold kitchen pantry.  Check to ensure correct orders have been picked up from the kitchen as per order chit and ensure the following: 1. Correct table number are arranged. 2. Correct garnishes and condiment are prepared. 73

3. Correct and clean crockery are served. 4. Clean service cloth has served. 5. Food covers are placed properly over the hot food.(2) Approach the Guest Table  Establish eye contact and approach the guest with a smile in your face.  Identify the food order for each guest from the order pad.(3) Serving the Food  Remove the food cover using your right hand to place the food in front of guest and serve from the right hand side of the guest.  Always serve children/lady first then an older gentleman or a guest and the host last (move clockwise around the table for serving).  Always announce what you are serving to guest. For example: “This is the xxxxx” or “Here is the xxxxx (name of the food)”  Always serve the food according the sequence. Such as: 1. Appetizer. 2. Main Course. 3. Dessert.  Make eye contact with a smile by saying: “Enjoy your meal please Mr. /Mrs. /Ms. X.” and leave the table.  If the guest has finished any particular course, clear it from the right hand side of the guest (placing of cutlery set together on the plate are indications of completion of meals) and serve the next course.  Once the guest completed all course, take tea/coffee order and be ready for service.(4) Remarks (if there are 2 or more guests)  To serve both guests concurrently, serve the first guest with your right hand and hold the second plate with the left hand.  Call other staffs to assist you in serving (if necessary).(5) Points to Remember  Always approach the guest in a friendly and efficient manner and speak with a clear and confident tone.  Always serve the guest from the right hand side of the guest unless it is required to serve from the left side. For example: 74

1. Guests are involved in a serious conversation.2. Inadequate space for the arrangement of the table.3. Serving or removing items are placed on the left side of the guest. Never give hurry to a guest to complete a meal. Do not clear any plate until everybody has completed the course. Address guest by using their name (if possible). Get the Guest’s name from the following sources: 1. Reservation book or table plan. 2. Ask the host person or team leader. 3. First introduce yourself and then ask for the guest’s name directly. 75

25. How to serve Cigar in Hotel & RestaurantFrom this food & beverage service training tutorial you will learn howto serve Cigar in hotel or restaurant in a professional and efficient manner inaccordance with the standards. Cigar is a bundle of dried and fermentedtobacco that is longer and thicker than a cigarette and prepared for smoking.Cigar is highly popular in countries like USA, Germany, UK and in WesternEuropean countries.Procedures to Serve Cigar in Hotel & Restaurant1. Prepare the Necessary Equipment:  Before lightening the cigar, pre- arrange the cigar with necessary equipments.  Check to ensure the following equipments are neatly arranged and orderly before serving the guest: 1. Cigars match stick. 2. Cedar splinter. 3. Cigar ashtray. 4. Cigar cutter. 5. Round scissor. 6. Candle. 7. B/B plate for trimmings.2. Approach the Table:  Reach to the guest table to serve cigar.  Establish eye contact and approach the guest from the right side with a smile in your face.3. Arrangement of Cigar:  If cigars are packed in cellophane then unwrapped them first for serving. 76

 Hold the cigar using your left hand at the cigar bow (remove the bow after determine guest’s decision).  In case the cigars are closed at their ends, open the slit.  To protect the cover-leaf and to prevent inhaling for the guest, make sure that the cut is tidy and neat.  To clear the folding leaves properly, cut the head of the cigar carefully.  While cutting the cigar, check that 3m.m. of the “head” should remain. Make sure that the cut is smaller than the diameter of the cigar and the opening is big enough to provide a proper puff.4. Present the Cigar Box:  After properly arrange the cigar for the guest, present the cigar box.  Open the cigar box for the guest with the cigar facing the guest by politely saying: “This is our cigar selection, Mr. X”.5. Explain the Cigar Selection  Let the guest first to choose cigar.  Recommend guest in selecting cigar (if required).  If the guest wants to have details explanations of the cigar then explain the cigar by introducing the cigar with its all features. For example: 1. Name or brand of the cigar. 2. Country of the origin. 3. The taste (ex-/ mild /light). 4. The price of the cigar.6. Pick the Cigar:  After selecting the cigar, appreciate the guest by saying: “that is a good selection for you, Mr. X.”  If the guest asks you to pick the cigar for him, hold it with your finger and put it on a B&B Plate.  If the guest selects the cigar and want to cut the cigar by himself, serve 1 box of match and the cigar cutter and place them on a B&B Plate.  If the guest wants you to pick the cigar for him but wishes to cut the cigar by himself then hold the cigar using your fingers and serve the cigar on a B&B Plate with a 1 box of matches and the cigar cutter. 77

 If the guest pick the cigar but does not want to cut it by himself, cut the cigar for him and serve the cigar together with a box of matches placing them on a B&B plate.7. Leave the table:  Ask the guest if he needs anything else.  Make eye contact and leave the table by saying courteously: “Enjoy your cigar, Mr. X”.8. Remarks:  Always address the guest by using their name (if possible).  Do not touch the end of the cigar with your fingers since the guest will put this part in his mouth.  Before cutting the cigar, determine guest’s requirements (ex-small/ medium/large opening). 78

26. Different Types of Beverage ServiceProfessional beverage service requires years of practice, experience andknowledge. Here in today’s Food &Beverage Service tutorial, we willdiscuss about different types ofbeverage services that we see in hotel& restaurants. Although the basicmethod is quite similar but there aresome differences. Do read this tutorialwith utmost attention. Different Types of Beverage ServicesCounter serviceUnder the counter service, the bartender is responsible for taking andpreparing drink for guests. Counter service allow the bartender to takes theorder and prepares the drink in front of the guest and the guest most likelyseated or standing at the bar counter for consuming the drink.Tray serviceAmong all beverage services, tray service is one of the simplest forms ofbeverage service. To serve the drink, the assigned server usually carries theready drink by using the tray from the bar to the guest table. However theserver also serves the drink directly to the guests if it is a stand-up cocktailreception where there are no tables. Under the tray service, if the waitersupposed to serve gin tonic then the tonic is poured in and mixed with thegin and a slice of lemon added to the drink before serving to the guests.Velvet ServiceVelvet is also termed as ‘club service’ and is regarded as the highest possibleform of beverage service. Velvet service is usually occurred in some particularsectors which are as follows:  Fine dining restaurants  Hotel lounges  Clubs 79

Under this beverage service, the following procedures are to be followedwhile serving a drink like gin tonic using velvet service:  The waiter/waitress picks up the portioned spirit in a glass with the lemon slice, the preferred mixer in a decanter or handy bottle and a stirrer from the bar to serve the guest.  The service staff then approaches with the drink to the guest table and serve the guest following necessary standards.  The drink coaster is to be placed on the table.  The waiter/waitress will determine from the guest how much tonic they would like to have with the gin and then pour the required tonic and stir the mixture properly.  The service staff may leave the stirrer at the table on a coaster depending on the requirements.Bottle Sales ServiceBottle sales services are commonly served in the following sectors:  Discotheques  Night-clubs  Lounges  PubsThe service nature and procedures for serving drink of Bottle Sales Service isquite similar to Velvet Service, except the spirits in question are soldby the bottles. Under bottle sales service, the server serves the ice using anice bucket with tongs so that the guests take ice by themselves. However thewaiter/waitress will be available or present near the guest table to serve thefirst and subsequent round of drinks or the guests may choose to serve drinksby themselves after the first round of drinks are served by the service staffs.In case of bottle sales service the following procedures are to be followed:  The pricing list of bottle sales comprises the prices of bottles or volume of mixers and soft drinks.  The guest will be charged for every subsequent order of mixers or soft drinks accordingly.  To identify each bottle individually, each bottle is attached with a tag or numbered sticker. These tags or stickers contain the names and signatures of the guest who purchased the bottle. By doing this the 80

time span in which the bottle is consumed after each time it is used could be identified since most bars or clubs would require the time span.  The remaining volume of spirit after each time it is used is specified on the stickers or a line is drawn to avoid any mismanagement.The guest or the buyer is given a card after purchasing a bottle of spirit sothat the bar can identify them as the holder of the purchased Bottle of spiritand to hold the bottle for the buyers. The card can permits the guest tobecome members of the club or disco and to get entry without even followingthe queue exists at the entrance. However, the card will only be valid if thereis spirit in the bottle from a previous visit. 81

27. Wine Tasting ProcedureAs a Food & Beverage Service Professional you need to know the procedure to tastewine. This article will give you a good overview on wine tasting.Things to remember: The perfect measure for a wine testing glass is:1. 6 in (152 mm) High.2. Able to hold 7 fl oz. (215 ml). The glass is usually filled about 1/5 of the capacity for tasting purposes. The tall funnel shape is designed to hold aroma or bouquet so that the taster can smell. Ensure there is a long enough stem to keep the hand away from the bowl since professional tasters often hold the glass by its foot. Arrange a thin glass for testing as the wine could be tasted vividly from thin glass. Remember the more watery and brown the wine, the older the wine.Wine Tasting ProceduresEnsure the following things: Appropriate arrangements and guidance are provided. Wine testing glasses are clean, polished and spotless. The labels of the wine bottles are easily observable. A verdict form is to mark off each section is handed out. The waiter must beprofessional andefficient. The look of a wine mustbe able to describe:1. It’s vintage.2. Hint at the grape.3. Origin. 82

 Tip the glass away from you to give a first look to ensure:1. Perfect color.2. Clearness.3. Visual texture of the wine. Look at the rim of the liquid by keeping it on a piece of white paper.Swirl To remove any unwanted odor, forcefully swirl the wine around the glass for a moment. Continue to swirl the wine to volatize its aroma.There are two types of processes for testing:1. Vertical: To taste same wine from different Vintages.2. Horizontal: To taste different wines of the same type in a single vintage.Remember while testingThe ideal conditions for a testing should be: Clean. Well lit place without the Suggestive power of Atmosphere. No smell of wine barrels. Away from friendly gossip. Do not contain the chunk of cheese, ham, salami or bread.Sniff You must sniff a wine before tasting which can tell you more about a wine than anything else. While sniffing, concentrate only in sniffing since first impressions are crucial and vital. To determine whether the wines fresh and clean, take one long sniff or a few brief ones.Sip Take a liberal sip, a third of a mouthful, suck air between your teeth and through the liquid and “Chew” it so that it can reaches all parts of your mouth. Hold the wine in your mouth for a little longer so that you can realize as much flavor as possible. 83

 Concentrate on the flavor to identify is there just one flavor, or do several contribute to a “complex” overall effect. And then focus on the texture of the wine. The final verdict comes if the volatile compounds rise into the upper nasal cavity.Spit Spit a wine out to get rid of a lengthy tasting. If you want to have the tasting for long time then do not spit. 84

28. Ultimate Guide to French Food & Beverage Service StyleThe concept of French service arises from the elegant and splendid style ofthe French court, le grand couvert (the great cover). French service is alsotermed as cart service. The service procedure of French service has beensignificantly modified and simplified according to the grade of the hotel orrestaurant. Basically French service is a formal type of service which was firststarted to serve European.Features of French Food & Beverage Service StyleFrench service is a modified service which canbe characterized by the following key features:  French service usually followed in classy dining room, lavish restaurants, elegant resorts, cruise ships and casinos.  The unprepared or semi prepared foods are arrived from the kitchen and brought to the dining room placing on a guerdon (a cart) carrying on heavy silver platters. But the final preparation is completed at a side table in front of the guests and served from the service table to the guests on heated plates.  Since foods are cooked in front of the guests, so, those foods are cooked or completed which require short time to prepare.  Cooking, deboning, slicing, and garnishing procedures are applied in French Service.  French service is considered as the most labor-intensive and most expensive service of all formal styles.  The nature of this service always requires large number of experienced and skilled and highly professional servers to perform their job with elegancy and finesse. 85

 Large numbers of serving and preparing items are used in tableside cooking, hence, ware washing costs are increased and also often lead to capital loss. Though fewer tables and seats are set-up but service staffs need spacious space in order to move preparation carts all the way through the dining area and to prepare food on tableside in front of the guests. French service serves fewer numbers of guests who can afford to pay extra time and cost to have pricey food items. However, they are always served with highest level of service and great deal of attention. In case of small dining, the guest helps themselves while taking food and in case of large dining, the guests take foods by passing around the dishes for each guest to help themselves or serve another guest seated far from the dish. The costs of F&B items are high so as to be able to produce high revenue and cover the labor and other associate costs. Large numbers of servers are assigned to serve fewer guests which incur high operational costs. Service procedure of French Service is quite time-consuming. Table setting procedures of French Food & Beverage Service Style 86

The typical setting of French cover includes the following items: 1. A show plate 2. Cleanly folded napkin 3. Dinner fork and dessert fork 4. Dinner knife 5. Dessert spoon and soup spoon 6. Butter plate and butter spreader 7. A water or wine glass  In case of small dining (up to 3 guests), dishes are placed directly on to the guest table and the main dish is placed before the guest expected to be served first. The service plates are placed near the dish for guest convenience.  In case of large dining (for 4 or more guests), a gueridon or side table is used. The waiters carry the plates and dishes and place them to the gueridon and then serve to the guests with some preliminary portioning or carving to help themselves. 87

 Usually 3 pieces of flatware and wine glasses are placed on either the right or left side of the cover. Extra wares could be placed if only it is required.  All France services do not include salt and pepper and bread and butter in their table setting.  Sometimes a service or show plate is placed in the center of the cover as an under liner until the main course is served.  The waiters placed clean folded napkin on the service plate.  Ashtrays are not usually placed on the table until the meal is completed.Meal Preparation & Serving ProceduresThe preparation and serving procedure of French service involve thefollowing number of persons for preparing and serving dishes:Chef de rang (the main server)-is assigned for executing primefunctions, such as: 1. Preparing and serving dishes. 2. Make seating the guests in absence of captain. 3. Serving the beverage. 4. Presenting checks.Chef de rang usually prepare the food using the following special techniques.Such as:  Tossing and Mixing.  Plate Presentation and Sauces.  Deboning and Carving.  Flambéing.  Fire Plan.Commis de rang-works as an assistant of the Chef de rang and responsiblefor performing following actions: 1. Taking the order from the chef de rang. 2. Collecting and bringing the foods to the dining room. 3. Serves the dishes as dished up by the chef de rang. 4. Clearing the tables.Dining Room Captain- to help the guests to be seated and to supervisethe service procedures. 88

Cocktail server- who serves alcohol and other beveragesWine steward or Sommelier-who serves wine.Preparation of Food in French Food & Beverage Service StylePreparation of food in French service is done in the following manner:  Food preparation completed on a guéridon (the side table)which include required tools and equipments to meet the expectation. The servers do not serve always completed cooked food from the guéridon. Ex- a salad might be mixed on it or a piece of meat might be carved on it.  There used to be a heater on the guéridon to cook the food is called a réchaud. Chef de rang use warmed plates for serving hot plates and then handed them to the commis, who serves to the guest. All guests should be warned while serving any hot food or soup.Service of Food in French Food & Beverage Service StyleServing procedures of French service are performed through performingthe following actions:  All foods (except butter, bread, and salad, these items are positioned to the left hand side of the guests) is served and cleared from the right side of the guests.  Finger bowl is served with all fingers bowls filled with warm water with rose petals or lemon slices in them in front of the guests.  Cocktail server serves alcohol and other beverages and wine steward serves wine to the guests. Sometimes the chef de rang also take order and serves beverage in case of after-dinner beverage.  The commis de rang brings the soup to the guéridon and places it on the réchaud and dishes into warm soup plates. Sauces are often served with much of the completion of basic preparation.  Coffee is served after the main dish in demitasse cups.  When all dishes are completed then the waiter is to be cleared the soiled plates and others servicewares. 89

29. Ultimate Guide to American Food & Beverage Service StyleToday we will learn about American F & B Service Style. American Food &Beverage styleservice isconsidered as themost widelyapplied serviceespecially in US.The service naturecan be both simpleand complex.American service isalso termed asplated service. Theservice procedureof American service can vary from formal to casual dining and less formalthan French, Russian, or English service. This service is perfect for those whowant a rapid and filling meal at a casual restaurant with plain service.Features of American Food & Beverage Service StyleAmerican service is an elegant and classy service which includes thefollowing features:  Like, Russian service, American service is the quick and requires less least labor-intensive service and little space.  American service is followed at diner or family-style restaurant, coffee shops, a counter where casual tableware and placemats are considered as the standard and self-serve bars and salad bars are provided.  Pre-plating and pre-setting of tables must be done in case of American service with silverware needed during the meal.  The preparation of food is completed in the kitchen except for the salad and the bread and butter are bought to the guests ensuring fast service. 90

 In American service, hot food is served hot and cold food is served cold.  This service requires fewer dishes for service since most of the food of the meal is served and garnished on one plate, hence, the usage of dishes and ware washing costs are decreased.  American service is basically preferred by the chefs, because this service allows them to show their creativity by organizing individual food items in an eye catching and appealing style.  American service can be personalized according to the situations, such as breakfast, lunch, or dinner service.  This service requires only one server to serve the meal but with an experienced serving skill. However, this service also ensures the involvement of only one server in one area (for example: back server for picking up the food and the front server for fulfilling guests’ special requests).Table Setting Procedures of American F & B Service Style 91

92

The table setting procedures of American service are performed in thefollowing manner:  Table setting for breakfast and lunch differs from the dinner setting. For instance: Breakfast and lunch are simple meals and employ the use of limited amount of serviceware whereas dinner includes more courses and more serviceware.  At least fifteen covers are placed on the table for a dinner using American service but not more than twenty-five.  Knife is placed with blade facing inward and spoons and forks are placed on the right and left side respectively or according to the nature of the meal. The teaspoon is put on the outside and the soup spoon is placed next to it.  The number of flatware could vary according to the menu, but not more than three on either side. If more needed, they are brought at the time the foods are served. The tips of handles of flatware are to be kept about a half inch from the table edge.  A service plate or hors d’oeuvre plate may be included on the table setting. A bread and butter plate is usually placed above the forks and sometimes slightly to the left side. In some Up-market restaurants a show plate is served in front of the guest and the food plate is placed on top of it.  The butter knife is positioned on the bread and butter plate keeping at a right angle or parallel to the forks.  The water glass or goblet is placed where glasses are placed above the spoons and dinner knife and the wine glasses are positioned left side of the water goblet.  Ashtrays, salt and pepper shakers, and decorations are placed in the center of the table or against the wall in a booth.  The coffee cup and saucer are served on the table just to the right and slightly above the knife and spoons. In American service, coffee is sometimes served with the meal. Some fine dining establishments do not allow placing the coffee cup and saucer during table setting, these items are usually placed on the table just before serving the coffee. 93

Cream and sugar are bought to the table either at the beginning of the meal or with coffee.  Clean folded napkins are provided and placed in the center of the cover in front of the guest.  Chairs are to be out from the table away from the tablecloth, if 1 is used. The table is usually covered with a tablecloth.Serving Procedures of American F & B Service StyleIn American service, the F & B items are servedaccording to the following manner:  Servers serve all food items from the left side of the guest using the left hand, and serve beverages from the right side of the guests using the right hand. Other items such as: salads, bread, butter or margarine are also served following same manner as for serving beverages.  In informal occasions, bread is served in a basket, but in formal occasions the server serve bread using tongs to place the bread on plates and a fork to serve the butter or margarine. Sometimes butter is also served on a small plate. For larger dining, a number of bread baskets are served along with several plates of butter or margarine according to the numbers of guests.  Servers clear the table and collect the soiled dishes from the right hand side when guests have finished their all dishes. Sometimes waiters also crumb the table before serving the dessert. 94

30. Ultimate Guide to Russian Food & Beverage Service StyleRussian service, which isknown as “Service à larusse” that means servicein Russian Style, isoriginated from the era ofTsars of Russia whobelieved in ceremony andritual. Though this type ofservice is graduallyreducing its popularity butstill people prefer Russianservice in case of greatfunctions and statebanquets. Russian service is also referred as “platter service” since foodsare positioned in well-decorated silver platters.Since Russian service originally came from the French food andbeverage service style, so this service is quite similar to French service inmany respects including the table setting. Such as: This service is formal andstylish and guests receive great attention and personalized service. However,Russian service was greatly modified that it became a distinct service style.Features of Russian Food & Beverage Service StyleThe key features of Russian service which make it distinct style of service aregiven below:  This service is followed specially in the best international restaurants and hotels, mostly in banquet operation where selection of foods are same for all guests. 95

 In Russian service, servers place all food items on silver platters attractively when all food preparation is done in the kitchen and present the platter to guests for approvals, and serves the food from the left side. Only dishing and presentation are made on the table.  Unlike French service, this service required only one server and less labor-intensive and considered as faster service.  Russian service does not necessitate any extra space for special equipment (ex-gu´eridon) and it is an inexpensive service.  The manager is usually responsible for controlling labor and product costs.  In Russian service, the server always have to make sure that the food presentation remains good till he serves the last guest.  Highly skilled or experienced and professionally trained staff members are to be assigned for serving Russian service.  Though Russian service requires less space, but can be perfect for seated service of large groups eating the same meal.  Portions of foods are picked up from Russian Service.  Russian service utilizes the use of heavy silver serviceware and larger numbers of platters while serving to the guests.Table Setting Procedures of Russian Food & Beverage Service Style 96