Specimen of Restaurant Bill/ CheckNo. 001 Pipaldali RestaurantDate: Phulbari-12, Pokhara Lekhnath, KaskiNo.:Guest Name: Bill/Check Qty. No. of Cover: Table No.: KOT No.: Amount Items Food Beverage TotalFor house guest only: TotalRoom No.:………….. TFC…..%Room Plan:…………. Vat……% Grand TotalGuest Signature……………………. Cashier Signature………………………. (Please Do Not Sign if you have Paid)Bills or checks as separate from KOT/BOTIn this system, the order taker raises the KOT / BOT in triplicate. The original goes to the kitchenor bar to place the order (supply point). The second copy or the duplicate goes to restaurant cashier(billing point), and the third copy or the triplicate is retained by the waiter (service point) for correctand efficient service. Based on the duplicate of the KOT/BOT the cashier enters the ordered itemsin the bill, prices each item, calculates the applicable taxes and prepares the bill/heck. On thedemand of the guest, the waiter presents the check in a bill/check folder. The check is also raisedin triplicate. The first and second copy is presented to the guest for the cash or credit payment. Thecashier retains the third copy of the bill with the duplicate of the KOT/BOT for record.Bill cum KOT/BOT 43
In popular restaurants, where the customers turnover is very high and table d' hotel menus areserved; the cashier prices the items in the KOT/BOT and totals the amount. It is then presented asbill. The guest pays directly to the waiter or at the cash desk. This saves time and confusion. If theguest demands for a receipt, a special bill is provided separately.Cash and carryThis is a very popular method of billing in popular restaurants, cafes, cafeterias and mobilecatering. This is also known as coupon system. Cash and carry method of billing is usually appliedto counter service in catering industries. The guest places the order, pays cash and the cash paidprint outs from the machines may be given to the guest as receipt. Based on this receipt the foodmay be served / packed.VouchersTravel agencies issue such coupons to their clients for the booked services. The hotel issuescoupons to such clients, which is attached with the bill in place of payments and the signature ofthe guest is obtained on the bill. The travel agency honours and pays to the hotel on the agreedupon time.Company accountsCompanies often organize business parties to entertain their clients. Hence, such companiespatronize some or the other hotels or restaurants. During such occasions, the signature is obtainedon the bill from the authorized signatory. The accounts department of the hotel arranges to collectthe payment on later dates.5.3.3 Store Room requisition formRequisition is an official written request or demand for the use of merchandise/goods in anycatering establishment. It is designed in printed form/sheet, which is used to order for suppliesfrom the store for every day operation. It is a control format in which ordered/requested and issuedgoods descriptions are systematically filled in by the staff and duly signed by the head of relateddepartment. This format is an important piece of written communication between the store and theconcerned department/section, e.g. kitchen, bar, stillroom, housekeeping, room service, banquet,etc. Any discrepancies of goods supply and record can be easily found out through stock taking.Checking and remedial action can also be taken for pilfering and fiddling.All requisition must be handed to the storekeeper and in time. This allows the ordering anddelivering of the goods on the appropriate day. The requisition form/book should be issued to eachdepartment that needs to obtain merchandise from the store. These forms/books contain threecopies in different colour with required details. First copy is sent to the food and beveragecontroller or accounts, second copy to the store for record and maintaining the issued items in thedaily stores issued sheet, and third copy is retained in the requisition book. Each time the goodsare drawn from the store, a requisition should be filled in and signed by the head of concerneddepartment.When the storekeeper issues the goods, he/she will verify the quantity and units of particular goodsagainst the requisition, and at the same time the cost of each item is filled in,-if necessary. In this 44
way, the total expenditure over a period for a certain department can be found. This facilitates thestorekeeper to inform the purchaser to buy accurate goods in required quantities.The following details are found on the requisition form: Date Description of goods required. Quantities and units of goods required. Total balance. Name of the department. Quantities and units of goods in hand. Quantities and units of goods issued. Price, cost per unit and quantity. Signature of person requesting, issuing and authorizing merchandise.The form is duly filled and signed by the authorized person or head of the department. Overwritingshould not be there. In case of overwriting, it must have initial of the authorized signatory. Theremaining blank space should be crossed by a single vertical line immediately after the last itemrequisitioned. Specimen copy of requisition formNo. 001 Pipaldali Guest HouseDepartment: Phulbari-12, Pokhara Lekhnath, KaskiSN Description Requisition Form Date In Hand Requested Issued Total Qty Unit Qty Unit Qty Unit Qty Unit Cost………………………… …………………… …………………… ……………………… Requested By Authorised By Issued By Received By 45
5.3.4 Standard recipeThe recipe is a set of instruction that gives key information about food/dish to be prepared in termsof taste, flavour, colour, texture/consistency, and each time it is prepared. The recipe providesvarious information, such as name of the dish, number of portion, portion size, plating system,utensils used and the time taken to prepare. It also informs about garnish and accompanimentswhich goes along the principal dish simultaneously. In recipe, quantity and name of eachingredient, method of preparation as well as cost of each commodity is clearly stated to maintainits quality standard on each preparation. It is a standard tool for fixing menus in hotels, restaurant,hospitals, cafeterias and other food and beverage service operations. Specimen of standard recipe card/form Pipaldali Restaurant Phulbari-12, Pokhara Lekhnath, Kaski Standard Recipe CardRecepie's NameCourse:No. of PortionPortion Size:Qty Ingredients Method CostGarnish: Plating SystemAccompaniments: SignatureUtensils:Prepration TimeImportance of Recipe It gives the exact idea about purchasing, commodities and producing of food. It helps to use the right quantity and quality of ingredients every time. It helps to develop a dining standard of food items to be prepared in kitchen. It helps in preparing and cooking food obtaining the complete procedure of methods. 46
It helps to produce and serve food at right quantity and quality in dining. It also helps in controlling the food cost by providing the use of accurate weight/unit of ingredients used.5.3.5 Portion controlPortion Control Portion control means controlling the size or quantity of food to be served to eachcustomer. The regulation of portion weight is a part of the financial control cycle, which isexercised in every type of catering establishment. The portion amount of dishes varies from oneestablishment to another. It is based on the type of establishment, service method, and price ofdishes on the menu.The amount of food allowed depends on the four following consideration: The type of customer and establishment. The quality of food and service. The buying price of the raw food. The selling price of the prepared food.Purposes of portion control in general are: To ensure right portion for each customer. To control wastage, misuse and pilferage. To ensure that standard costing are as accurate as possible. To ensure that the portion size of each dishes is standardized. To control the purchase of more ingredients than necessary. To maintain the revenue of food sale at the correct profit to both customer and establishment.Good portion control leads to profit maximization, which follows from accurate cost control andportion pricing. Other benefits include customer satisfaction, quality control through regulatedstandard recipes and portion preparation, minimum wastage level and accurate purchasing, andtherefore minimum stocks held in reserve. 47
Portion control equipmentVarious equipment's, which can assist in maintaining control of the size of the portions, are: Service spoon for curries, gravies, sauce, pickles, etc. Scoops for ice cream, mashed potato, etc. Ladles for soups, curries, sauces, etc. Different electronic equipment's used in portion control are: - Tea/coffee Machine - Milk dispensers - Bread slicer - Butter machine. Manual equipment's used in portion control are; - Ladles Serving spoons - Scoops Scales – Measures Serving dishes used in portion control are; - Glasses - Soufflé dish - Platters - Cups - Sauceboats, - Cocottes and tureens.5.3.6 Receiving and issuing goodsReceiving and Issuing Goods Receiving Food receiving means obtaining the quantity and qualityof merchandise ordered at the quoted price. It is an accounting function. It must be stated clearly,so that all employees related to receiving must follow the system adopted for the hotel.Before items are delivered, it is necessary to know what has been ordered (both the amount andquantity) and when it will be delivered. It helps the storekeeper to know when to expect the goods,so that s/he can plan the working day and also inform staff awaiting arrival of goods. 48
When receiving goods, it must be checked to ensure that they meet the purchase specifications.All goods should be received at the centralized receiving department. The procedure for acceptingdeliveries is to ensure that; Adequate storing space is available. Access to the space is clear. Appropriate temperature for goods is checked. Perishable goods are checked immediately. There is no delay in transporting items to cold store. All goods are checked for quality and quantity and stored. If necessary by consulting the Chef or purchasing agents. Any damaged items are returned. Receipts of damaged goods are noted clearly in the presence of the supplier. Delivery receipt is signed. One copy of the delivery receipt is retained and the other receipt given to the supplier. Credit note should be provided for any goods not delivered.IssuingFood and beverage supplies granted from store to food production (kitchen) and dining areas, whenneeded is termed as issuing. Any operations should have specific control procedures for managingthis process. The requisition formalities must be used during the issuing process. Staff memberslist the item they need on the requisition form by recording the name, units, size and the quantitythey need. The requisition form is completed by the concerned department staff and then obtainsauthorization from the concerned department head to receive the required items from the store.5.3.7 Storage of foodStorage of food is the act of keeping or putting stock in a safe and secure place while it is not beingused. The objective of proper storing is to control merchandise and prevent loss through theft andspoilage. If storing of food is not done properly, then the quality of food and beverage, and theirservice is adversely affected. This results in failing to achieve required taste and profit targets.A clean and orderly food store running efficiently is essential in any catering establishment for thefollowing reasons: It eliminates the risk of running out of any commodity. It controls wastage as the food entering and leaving the stores can be properly checked. A check can be kept on the profit percentage of each department.Food items are kept in various types of stores: Dry store Vegetable store Dairy store Frozen food store (Meat/fish freezers) 49
Those items, which are ordered for daily use, are transferred to the kitchen directly. Such itemsare also termed as kitchen direct items. The utilization of such items is under the direct supervisionof Executive Chef and no records are kept for such items.Other items are received and transferred to the store room and issued in smaller quantities once ortwice a day. The records of these items are kept on the stock cards or bin cards. Stock cards arekept in loose leaf whereas bin cards are attached to respective bins or racks. These cards may beupdated on daily or weekly basis. For proper management of food commodities in the cateringindustry, foods are divided into two groups for the purpose of storage: Perishable foods Non-perishable foodsPerishable foods include; meat, poultry, game, fish and shellfish, dairy products, vegetables, fruitsand other moisturized items.Non-perishable (dry food items) foods mostly include cereals, pulses, dry beans, sugar, flour,open tea dust, herbs, spices, and many other bottled and canned foods.Storage of perishable foodsThe storage of food aims to ensure that an adequate supply of food for the immediate need isavailable at all times. At the same time, storage is aimed to prevent losses and pilferages.Based on the type of food, the storing technique differs. The following are the ways in whichvarious perishable foods are stored.Meat and poultry Meat joints should be hung on hooks with drip tray to collect any blood. Temperature should be between 1°c and 3°c. Meat and poultry should be stored separately. Frozen meat and poultry must be stored at -20°c. Cuts of meat and poultry may be brushed with oil or wrapped in oiled grease proof paper. Always follow FIFO system.Fish/shellfish Store in crushed ice in between -1°c to 1°c. Different types of fish/shell fish should be stored separately. Smoked fish/shellfish should be stored separately from fresh ones. Frozen fish/shellfish should be stored at -18°c. Always follow FIFO system.Vegetables Vegetables should be stored in racks, ideally in a cool place in between 5°c to 10°c Place root vegetables and green vegetables on racks. Store onion separately in racks. Cauliflower and broccoli also should be stored in racks. Courgette, avocado, squashes and mushrooms should be stored in delivery containers itself. 50
Vegetables showing sign of mild dew or decay must be discarded immediately. Always follow FIFO system.Fruits Soft fruits should be placed under refrigeration in its own punnets. Hard fruits and stone fruits are stored in a cool place. Store banana in room temperature. Do not refrigerate bananas, as they will turn black. Storage temperature of fruits is in between 4°c to 7°c and nuts is between 14°c to 16°c. Always follow FIFO system.Eggs Store eggs in between 1°c to 4°c. Put the pointed side of the egg facing down. Keep away from other foods as the eggshells are porous and can absorb smells. Do not shake or wash egg. Always follow FIFO system.Milk and cream Store in a refrigerator in between l'c-5°c. Partially used containers should always be kept covered. Always follow FIFO system.Cheese and butter Store in the refrigerator in between 1°c — 5°c. Cut cheese should be stored wrapped in paper or cloth. Always follow FIFO system.Special points for a storeroom The Store should be cool and face the north for anti-sunlight. It must be well ventilated, vermin proof and free from dampness. Dampness encourages bacterial growth. Shelves should be easy to clean. There should be shelves of varying departments and separate sections for each type of food such as deep freezer cabinets, cold rooms, chill rooms, vegetables bins/racks and container stores. There should be space provided for empty containers as well. Efficient, easy to clean weighing machine for large and small-scale work should be supplied. An appropriate step stool should be supplied to help staff reach goods on high shelves. Goods lighting, both natural and artificial, is very essential. Walls and ceilings should be free from cracks and should be painted or tiled for easy cleaning. Floor should be tiled or of granite and free of cracks for easy washing. The junction between the wall and the floor accumulate dirt and pests. A cleaning routine should be followed. Stores should be located in a convenient place to receive and supply stocks. 51
5.3.8 Stock cards/Stock TakingStock taking can be defined as the physical verification by counting of all items in the cycle atperiodic intervals. It is also done at the time of closing for valuation purpose or for the accuracyof recording in books. It helps in identifying the surplus or shortage by a variance in physicalbalance and the A/C inventory ledger balance.A senior staff, usually from the accounts department and a member from the food and beveragedepartment, are responsible for conducting stocktaking of goods. They should be well versed withthe nomenclature (a system for naming things) of goods, layout, and their units/quantity. In smallerproperties, the manager does it.Depending upon the size of business, the stock taking of food items should be taken at regularintervals of a month, a week or on a daily basis. In large hotels, there may be more than one teamto complete the stock taking well in time. If any item has been received during the period of stocktaking, it should be kept separately until it is completed.On completion of the physical stock taking, all discrepancies are investigated and stock recordsare adjusted to show the actual quantity of each item on hand. Copy of the reports of physicalstocktaking is circulated to; GM, F & B Manager, Head Store-man, Purchase Manager, Head Chefand Chief Account Officer.Guide line for stock taking• Before stock taking Do proper planning and set a particular timing for stock taking for every unit/section of the operation. Record stocks in control sheets. Enter all purchases and issues into stock sheets. Conduct stocktaking before any further issue and purchase take place.• During stock taking Know all the places where stock may be stored. Check that closing stock is not greater than opening stock. Use scales to establish correct weights. Record everything correctly.• After stock taking Work systematically line by line. Make sure that you have the correct unit and correct price. Apply the principle of first in first out (FIFO) 52
Specimen of Stock CardBin No Pipaldali Guest House No.Commodity: Phulbari-12, Pokhara Lekhnath, Kaski Balanced Date Refences No. Unit Stock Card Supplier: Unit Received Issued No. Unit Cost No. Unit………………………… …………………… Prepared By Storekeeper5.3.9 Bin CardThe card is made in loose leaf. It is used in stores to describe food commodities in their individualbins. It shows the physical stock of each items held in the store or cellar. In the bin care movementof all food stocks coming 'in' and going 'out' are recorded and hanged on each individual shelvesof the bin card rack. It shows the maximum and minimum stock of food commodities in theperiodic cycle of purchase and receiving. It is a control tool for inventory. 53
Specimen of Bin Card Pipaldali Guest House Phulbari-12, Pokhara Lekhnath, Kaski Bin CardStock No.: Bin No.:Description:Maximum Stock: Quantity/ BalanceMinimum Stock: Unit: Date Refrences Unit In Out5.3.10 Record and InventoryRecords and inventory refer to writing down the facts and figures, so that they can be rememberedor referred to in the future. In order to keep an appropriate record, inventory should be conductedon daily, weekly or monthly basis based on the type and nature of items.In most hotels, the record of fast moving items is updated by conducting inventory on daily basis.In some catering establishment the records of the items are listed alphabetically under groupheadings such as, breakfast items (comprises of cereal, canned meat, fish, fruits, museli, porridge,sausage, etc.). The arrangement of the record book and the stock cards must be in keeping with thephysical stock kept in the storeroom.The record should be maintained through the process of taking physical inventory by a minimumof two persons. One counts the unit on the shelves and the other records unit/quantity and the totalcalculated value. The cost of each commodity is recorded and multiplied by the number/unit of 54
each item. The final worked out figure is the closing valuation for the period and also the openinginventory valuation for the next period.During the month, the weekly reports are compiled on the basis of written requisition from thekitchen, restaurant, room service, bar, etc. The greater the difference in inventory, the greater willbe the effect on the reports. It is of utmost importance that goods received and issued during theday, week or month are properly recorded and kept as accurately as possible.The F & B controller is responsible for keeping the daily, weekly, fortnightly, monthly, quarterly,semi-annually or annual food and beverage records by taking timely physical inventory. S/he mustverify the use of correct unit costs and certify the calculation. For inventory purpose, well-designedand printed standard format related to the layout of the storeroom must be used.5.3.11 Daily sales statementThe daily sales statement is a sales analysis record of food and beverage sold in a restaurant orservice outlets in a particular day. It is designed in a loose-leaf form with arrays of columns androws with required information. It is a final document of the daily sales summary used to recordthe sales of food, beverage, and tobacco in the individual column, as per the KOT/BOT andbill/check. This is a crucial piece of document that greatly helps to check the cash, credit, discountand any complimentary items issued. It also maintains records and helps to calculate the profit andloss at the end of each day operation. If any variance is traced between the bill and statement report,the auditor will verify the errors and take corrective actions. In modern times, food and beveragesales statement is replaced by the computer software system. 55
Specimen of Daily sales statement5.3.12 Daily Bar inventory and consumption sheetIt is sales summary of the bar or control sheet of daily inventory and consumption of beveragesold, especially in service bar and pantries. In this sheet, all sales of alcoholic and non-alcoholicbeverage and tobacco sold by bars are systematically recorded. This is a tabular sheet designed inloose-leaf form and printed in both side of the sheet with columns and rows under the differentheadings. In this form/sheet, various food and beverage outlets, departments, opening balance,receipt, sales and closing balance of drinks and tobacco are shown on vertical and horizontalcolumns.This sheet is filled up by bar tender daily as per the instruction given by the bar manager and foodand beverage controller. GDR sales, complementary, lost and damaged items, etc. also arerecorded here. Prepared sheet/form along with the first copy of BOT should be submitted to theoffice of the F&B controller after the closing time of bar operation. The design and layout of thiscontrol sheet may vary from one hotel to another. But space of the following headings must beprinted on the page of each sheet, which facilitates in carrying out the correct inventory and stocktaking. To ensure efficient control, the barman/maid must fill the following information in eachcolumn, and they are: 56
Date Name of the beverage, tobacco and cocktails. New stock received from the store Total balance Closing balance Name of the drinks services outlets Remarks Signature Specimen of daily bar inventory and consumption sheetNO: Pipaldali Guest House Phulbari-12, Pokhara Lekhnath, Kaski Daily Bar Inventory and Consumption SheetDepartment/Section: DateSwimming Room Banquet Items Opeaning Requisition Total Sales Closing Cost Prise Pool Service Balance …………………… Aperitifs F & B Controller Sherry D/S Vermouth D/S Sprits Rum Vodka Brandy Whisky Wine White wine Red Wine Beer Cocktails Bloody Mary Screw Driver Cigarettes Cigars………………………… Bar Tender5.4 Intra and Inter department relationshipThe Food and beverage service department is seen to possess a very vigorous intra and interdepartmental interactions in prospect of accomplishing works. This has also made the functioningof the organisation very suave. Positive mutual aid and harmonization can be found in between the 57
intra departmental staffs, as they are willing to lend a helping hand during busy operation hoursand favorably exchange their ideas and views with each other.With Food production:It coordinates with kitchen department for the preparation of various food and beverage items asper the orders. The kitchen also coordinates with food and beverage service department regardingthe functions, outdoor caterings, and promotional activities. It also provides fruits, cream, mint,lemon, eggs and other ingredients required by the bar for making cocktails.With housekeeping:It coordinates with housekeeping department regarding the cleanliness of the outlets, differentF&B sections and regarding the regular supply of staff uniforms and soil linens. In many hotels,housekeeping department also looks after pest control in restaurants, kitchens, and store attachedto them. Special cleaning of this areas call for coordination with the housekeeping department.With front office department:Receives rooming list from the front office which shows the occupancy position, status of theguest, meal plan and so on. It helps the service dept to organise service accordingly. Signed billsare posted to the guest room account through point of sales or are deposited at the front office forcharging to the guest account.Human resources department:Coordinates with this department for recruiting, training, performance appraisal and firing of staff.Security departmentIt coordinates with security department to create a safer environment for the guests, hotel personneland the assets to control them properly. It informs security about any articles misplaced by guest,suspicious behaviour of guest, unclaimed baggage, drunken guest, function caterings etc.Engineering departmentIt coordinates with engineering department for repairs, maintenance, and installation of variousequipment and physical features required during operation hours and special functions.Information systemIt coordinates with information system department regarding the updating and installing ofdifferent electronic information system. Every personal are provide with the password as accessinto the computer system of the hotel by the IS department. Similarly, the micros cards are alsoissued to the F&B staffs and the degree of accessibility is governed by the rank of the staffs.Stores:It coordinates with materials department for regular supply of food, beverages, and essentialstationeries for the outlet.Sales and marketing department:It coordinates with sales and marketing department for the sales of banquet halls, fixing the menuprice, and providing provisions and service as per the Banquet Event Order. F & B personnel will 58
do the necessary arrangement for the preparation and see to guests needs. Get clients to holdfunctions using hotel facilities in banquets.Finance department: It coordinates with finance department for payment of salary and budgetdevelopment. The Cost controller verifies bills and KOT’s of all service areas, receipts of stores,closing stock records and conduct periodic inventories. 59
Unit 6: Handling Situation6. IntroductionDuring the course of service, the wait staff may have to deal with various types of guests andsituations which should be handled carefully as per the procedures laid down by the management.All situations must be entered in the diary of incidents (some are mandatory) for the future courseof action, as and when necessary. Training and regular briefing will make the staff confident indealing with different situations and guests. Wait staff should be empowered to take decisions thatwould result in win—win position. The members of the staff will not always be in a position towait for the advice or action of their superiors on certain issues as guests expect quick action—they do not have the time to wait.6.1. Dealing with different situation and guest in dining areaCertain procedures that the staff may follow in the dining areas to handle different situations andguests are given below.6.1.1 Dish serve is spoiledDish Served Is Spoiled If the guest complains that the dish served to him/her smells bad or isspoiled, the procedures given are recommended. Apologize to the guest and remove the dish at once and place it on the side station Present the menu to the guest and ask if he/she wants to have another portion of the same dish or something else in its place Make 'en place' KOT—a special KOT that records the name of the dish being returned and the dish which is served in its place as well. Correct the cover and place the necessary accompaniment Return the dish to the aboyeur with the en place KOT. Collect the dish ordered by the guest Serve and apologize again for the inconvenience caused (Note: The aboyeur must check the quality of the dish and may decide to withdraw preparation of the dish to avoid chances of food poisoning. He/she should probe into the cause for this situation.)6.1.2 Dish drop accidentlyDish Dropped Accidentally Very often, dishes fall off accidentally on the floor while carrying tothe restaurant, especially by trainees. It draws the immediate attention of the guests dining in thearea who will be observing the action taken. The wait staff should deal with such situations asfollows: Immediately pick up the food container and place it on a tray 60
Take it back to the hot counter, inform the incident to the aboyeur, and on the way back, get the pan and brush (if the dish contains gravy or liquid, brush and pan are not needed. Take only the mop) Brush up the food on to the pan and dispose it in the wash area Take the mop to the affected area and mop the floor, dry quickly, and make sure the area is absolutely clean If a glass container is broken into pieces, collect the bigger pieces of glasses on a pan and clean the area carefully Make 'Accident KOT', mentioning the name of the dish requested and the name of the person by whom it is authorized. Collect the dish and serve to the guest Take the fallen dish from the hot counter after getting approval from the aboyeur and throw in the trash. (Note: Cause for the accident must be studied and entered in the diary. Adequate training and briefing should be given to the staff on safety.)6.1.3 Pieces of cutlery drop by the guestGuest While dining, children or at times, adults may accidentally drop cutlery on the floor. In suchsituations, the following should be done. The waiter must immediately get a fresh piece of appropriate cutlery on a plate lined with cloth and place the cutlery on the table Pick up the fallen cutlery and take it back to the wash area6.1.4 SpillageDuring service, at times, spillage can occur accidentally. It should be handled as briefed in thefollowing. Make sure that the food item has not fallen on the guest being served Apologize to the guest If something has fallen on the guest's clothes, allow the guest to rub over the dirtied area with a clean damp cloth to remove most of the spillage If necessary, guide the guest to the cloakroom to remove spillage. In such cases, place his/her meal on the hotplate to keep it warm until he/she returns The restaurant may offer to launder the garment, free of cost If the spillage has gone on the tablecloth, immediately remove the items that are dirtied from the table Clean or scrap up the spillage with either a clean damp cloth or a knife Place an old plastic-coated menu card or Rexene sheet or any other waterproof material, if available, under the area of the stained tablecloth and another sheet of water proof material on the top of the stained area of the cloth Spread a clean napkin over the material to cover it Place back quickly the items removed from the table at their appropriate places Lay down fresh covers, if necessary and return any meal taken to the hotplate 61
Apologize to the guests for any inconvenience caused If a glass of water is knocked over accidentally by a guest, the following steps should be taken. Make sure nothing has spilled on the guest If some water has fallen on the guest's cloth, apologize, and offer a clean, dry cloth to the guest to clean the area or guide him/her to the cloak room, if necessary — Keep his/her meal in the hotplate or food warmer to keep the food warm till he/she returns — Offer laundering services, if necessary, free of cost If the water is spilled over a larger area of the table, guide the guests quickly to the nearest vacant table and carry their food to them. Transfer all items to the new table from the old one. If the tableware is wet, keep fresh ones. Make sure the guests are comfortable If no table is vacant, request them to slightly push back their seats, thus, allowing more room to quickly do the necessary work Place the guests' meal plates in the hotplate to keep them warm till the table is ready Quickly take all dirty items to the wash area and take the clean ones back to the sideboard Take off the wet slip cloth from the table Use clean dry cloth so that as much of the liquid gets absorbed as possible from the table cloth Place plastic-coated cards over the wet area of the table cloth and cover completely with a clean slip cloth Re-lay quickly the cover and request the guests to return to their original seating position Return the meal plates to the guests from the hotplate6.1.5 Lost propertyWhile leaving the restaurant, some guests may forget to take back their belongings or dropsomething unknowingly. It is a usual practice for waiters to check if guests have left anythingbehind. If a waiter finds any article, such as camera, wallet, helmet, sun glasses, etc., he/she shouldnot fall prey to any temptation and keep the article with him/her. The following steps should betaken when r. guests forget to carry their belongings. Check quickly if the guest is in the service area — If he/she is still in the area, the article is returned to him/her If the guest has left the service area, the waiter hands the article to the head waiter or supervisor in charge — The supervisor or head waiter should check with the reception if the guest has left the premises If the guest is a resident, then the receptionist may ring his/her room, inform that the article has been found, and that it can be collected at a convenient time If the guest is a regular visitor, the head waiter can contact and inform him/her about the article he/she has left behind If the owner cannot be found or contacted immediately, the head waiter or supervisor should write a description of the article and contents in case of wallet or purse in presence of the person who found the article — The head waiter or supervisor must indicate the date, where the article was found, and at what time. Both the head waiter or supervisor and the finder must sign it 62
— The head waiter or supervisor should send a copy of this with the article to the lost property office where description of article or contents of wallet or purse are checked against the list before it is accepted. The concerned authority at the lost property office then enter the details of the article in a lost property register Direct any one claiming the lost property to the lost property office. The lost property office should ask for proof of identity of the person claiming ownership The lost property office should also ask about the description of the article concerned to ensure that it is being returned to the genuine owner While handing over the property, the lost property office should also ask the guest to sign for the article concerned, giving his/her address(Note: Any lost property unclaimed till three months may become the property of the finder whomay claim it through the head waiter or supervisor. However, it depends on the policy of theestablishment.)6.1.6 IllnessDuring the course of dining, a guest may fall sick. In such cases, the following steps might betaken. Take the guest to another room where he/she may rest out of the heat and people in the dining area and to see if he/she is able to recover in a few minutes. This also helps in providing uninterrupted services to the other guests in the restaurant Summon someone in authority immediately The person in authority must enquire if the guest needs assistance and at the same time he/she must try to assess if the illness is of a serious nature Keep his/her meal on the hotplate until he/she returns If after a short period of time, the guest returns to the table and continues with the meal, lay a fresh cover and return the meal from the hotplate If the illness appears to be of a serious nature, call a doctor, nurse, or someone qualified in first-aid for assistance immediately Do not move the guest until a doctor has examined him/her A female staff should attend to if the guest happens to be a female The guest may have a sudden stomach upset and wish to leave without finishing the meal. In such cases, call a taxi to take the guest home The hotel staff may accompany the guest to his/her home or a hospital depending on the seriousness(Note: The payment for the part of meal consumed and taxi fare would be made according to thepolicy of the establishment.)It is most important that all details of illness or accidents are recorded in an accident book forfuture reference in case of any legal issues.6.1.7 Alcohol over Consumption 63
The behavior of drunken guests may be grouped into two levels:Level 1 drunken guests get louder and may become over-friendly with everyone andLevel 2 drunken guests have difficulty in walking; their speech may be slurred, may argue, andmay have reduced muscle coordinationIf a guest is suspected of having too many drinks, the following steps might be taken. A drunken guest may become a nuisance to other guests and harm the reputation of the establishment; politely refuse him/her a table in the restaurant If it becomes difficult in handling a drunken guest, then seek assistance from other members of staff or security in removing the person from the eating area, avoiding any physical contact with other guests If the guest seems to be drunk, then politely ask him/her to leave the service area If the guest has already consumed part of the meal and his/her behaviour is not objectionable, then serve the remainder of the meal in the normal fashion, but no alcoholic beverage should be offered On finishing the meal, keep him/her under close watch until he/she has left the premises(Note: It is always advisable to note down such incidents in a diary, and they should be broughtto the immediate attention of the restaurant manager in case of any claim at a later dateconcerning a particular incident.)6.1.8 Loss of ChildrenIf a guest complains that his/her child is lost, the following steps should be immediately taken. Gather a complete description of the missing child — Gender — Age — Where last seen — Description of clothing worn — Important physical features — Color of hair — Any accessories, such as a toy or hand bag or doll or book, etc. Immediately inform the supervisor and security Keep a constant watch on all entrances and exits Check all public areas and the area where the child has been reported missing Inform the local police, if the child cannot be traced in a while6.1.9 Unsatisfactory appearanceIf the appearance of a guest is unsatisfactory and does not go with the policy of the establishment,the following steps may be taken. 64
If a guest's appearance is unsatisfactory and raises concerns with others then politely ask him/ her to dress up properly. If the guest refuses to do so, politely yet firmly ask him/her to leave the area He/she may or may not be charged for the part of meal consumed, depending on the policy of the establishment and discretion of the head waiter or supervisor Make a report on this incident and get it signed by the staff concerned6.1.10 AccidentThe dining area should be an accident-free and safe place for diners to enjoy their meal and staffto carry out the work smoothly as well. Anything which may cause an accident should be eitherremoved or mended immediately to prevent possible occurrence of any accident. All staff of theestablishment must be trained on first-aid to deal with any emergency situations.If anyone in the service area meets with an accident, follow the steps given below. The person with training on first-aid should attend to the injured Do not move him/her unless absolutely necessary If the accident is caused by an electric shock, switch off the main supply before touching him/her Give first-aid treatment Call up the doctor immediately and move the injured person to hospital, if advised by the doctor A witness to the accident is required to complete an accident form. The information should include — Time of accident — Witnesses — Treatment administered — Location of accident — Statement of the event(Note: The employers must keep a record of all accidents that occur in the workplace and find theroot cause for such an accident. Corrective measures should be taken accordingly.)6.1.11 Fire AccidentFire accident is the worst thing to happen to any establishment. Fire accidents also show the utternegligence on the part of the staff and management on fire safety measures. Every employee ofthe organization should be given a thorough training on fighting all classes of fire. Fire accidentsnot only destroy the property but also affect the lives of people. Hence, the highest level ofawareness and training should be given on this. It is the responsibility of every employee to assistin fire prevention, control, and safety.On hearing the fire alarm ringing, the staff should follow the procedures given below. Remain calm and composed and follow the fire instructions as laid down by the establishment 65
Guide all guests and staff out of the area promptly and quickly Pay special attention to the guests with mobility problems Proceed as quickly as possible to the nearest assembly point Do not waste time collecting personal items Walk quickly but do not run as this will create panic Display a sense of urgency Make sure there is no one left behind and count the people at the assembly point Follow the exit route and do not use a lift Extend all possible help to the fire extinguishing team to control and extinguish the fire Do not re-enter the building until informed that it is safe to do so6.1.12 Dealing with a Suspicious Item or PackageFindings suspicious package or articles In crowded public places is becoming quite commonnowadays, especially in restaurants, hotels, shopping malls, theaters, etc. if such a package is foundin the premises, the staff should act as follows: Immediately inform the security officer, manager, or supervisor Do not touch or attempt to move the object If there are guests around the object, discreetly try to establish ownership of the object — If the owner is identified, ask him/her to keep the 'object' with himself/herself, or to hand it in for safe keeping — If no immediate ownership is established, then the area should be cleared, and appropriate authorities notified without any delay6.1.13 Dealing with a Bomb ThreatIf a bomb threat is received, immediate action must be taken as it may go off at any moment. Theemployees should be aware of and follow the policy of establishment related to bomb threat. Theyshould • Evacuate all the guests from the area immediately • Guide all the guests and staff throughappropriate exits to specified assembly areas • Count all the persons to determine their safety andminimize the risk of fatal accidents6.1.14 Guests with Special NeedsGuests with special needs should be treated with special care by the service staff. Services to theaged and physically challenged guests call for special provisions. This should be considered duringthe planning stage of the establishment to incorporate them. Following is a list of some guests withspecial needs and facilities for them:6.1.15 Aged guests Chairs with a straight back or with arms are appropriate for the aged guests. Assist them to take seats at a table with a good view of everything; do not make them sit in a secluded place 66
Help them to take seats from where cloakrooms are easily accessible6.1.16 Blind guests Ensure that they should be able to reach their tables easily and there should be nothing that comes in their way while reaching their table Make provisions for keeping their cane See to it that they should be seated in an area where they do not get distracted by sound or smell If they are not accompanied by a sighted person, the food service staff should offer to read the menu to the guests Assist to cut while using the knife for cutting meat, potatoes, etc. Do not overfill the cup, glasses, or bowls6.1.17 Deaf guests See to it that they should be seated in an area from where they can view everything, away from the speakers and telephones as this will be a nuisance for the guests with hearing aids See to it that they should be seated in a region where the sound level is even and normal The wait staff should listen to their voice very carefully since it may not be very clear The wait staff should stand in such a way that his/her face is clearly seen by the guest while taking the order Speak directly to the guest Listen attentively to the guests to understand their requirements6.1.18 Guests with mobility problemsGuests with mobility problems depend on wheel chairs and crutches or walking sticks for theirmovement. The following points should be kept in mind while serving them. Ensure that guests with mobility problems should be able to reach the table conveniently Check whether there is adequate gangway between tables and turning space for easy movement of the wheel chair Position the guest out of the main passage of guests and staff Position the guest closer to cloak room, exits, and fire exits Do not move the wheelchair without asking the guest There can be a special entrance for the wheelchair guests Place the crutches or walking sticks closer to the guests in such a way that they do not come in the way of food service staff6.2 Guest complains Listen – Empathize – Apologize – Take action – Follow upGuest complaints hamper the reputation and working condition of the hotel. So to improve thestandard of the hotel, the operational staff as well as managers should handle complaints very 67
tactfully. Guest complaints are generally handled by Junior Executives, Hosts or Guest RelationExecutives (GRE). But always keep this thing in mind that guest's complaint only when they arenot happy with the service only but the service for which he or she is complaining is very importantto him / her at that moment.The complaint handling thing is not a easy job so if you are not experienced with it or dont haveany detail knowledge of the problem it's better to refer someone may be your senior so the guestfeel that the complaint is taken seriously.But this doesn’t mean that you escape the problem all the time but try to stay with the guest andhelp him / her to your best so that the problems may get solved. Here in this article you will learnso many about guest complaint so next time you May at-least try to solve some of them withoutreferring to your senior.6.3 Types of complainsThe top 5 Guest complaints in the Hotel industry now a days are very well related to: 1. Wi-Fi 2. Attitudes and behavior of the staff 3. Cancellations and refund 4. Dissatisfaction is due to a misrepresentation 5. Extra charges6.4 Process of handling guest complains 1. Listen with concern and attention to the guest. 2. Isolate the guest if possible so that the other guests are not affected. 3. Stay calm and do not argue with the guest. 4. Be aware of the guest self-esteem and show a personal interest in the problem. Use the guest’s name frequently and take the complaint seriously. 5. Give the guest your undivided attention. 6. Concentrate on the problem and do not blame or insult the guest. 7. Writing down the points saves time, especially if someone else must get involved. Also the guest will slow down to help in writing. Moreover the fact that the staff is concerned enough to write down the problem re-assures the guest. 8. Tell the guest what can be done and offer choices. Do not promise the impossible, and do not exceed your authority. 68
9. Set an approximate time for completion of corrective actions. Be specific but do not underestimate the amount of time it will take to resolve the problem. 10. Monitor the progress of the corrective action. 11. Follow up. Even if the complaint was resolved by someone else, contact the guest to ensure that the problem was resolved satisfactorily. Report the entire event, actions taken, and the conclusion of the incident.6.5 ConclusionThe members of the wait staff face different challenging situations during the course of routinework, which they should be able to handle sensibly with confidence. Guests of various age groupsvisit the restaurant for their needs. Physically-challenged guests need to be shown great care andconcern and special attention should be given to them. There could be many situations other thanthe ones discussed here—the management should device a policy to deal with such situations andempower the staff to handle them accordingly. The staff should be trained regularly to handlevarious situations so as to ensure good meal experience, strong relationship with guests, and safetyof the people. 69
©www.psthm.edu.np 70
Search
