LESSON 1: SERVE FOOD ORDERS b.

Soup-heart/cream soup uses a pasta spoon; clear soup uses a bouillon

SEQUENCE OF SERVICE spoon.
Greeting the Customer Critical Steps: c. Salad-salad for and knife.
1. Acknowledge the customer quickly. d. Entrée-dinner for and knife (Ask the guest "Do you need a pasta spoon or
2. Greet the customer in a friendly and natural way. a steak knife?")
3. Use the customer's name if you know it. e. Beverages-red wine, white wine, dessert wine, champagne flute. beer
4. Be aware of a customer's particular needs. (Pilsner) glass. Mineral water is served chilled.
Procedure: 5. Serve first course. Serve all courses from the left.
1. Greet the guests. a. Serve ladies first, then men in counter-clockwise fashion.
a. Remember to walk to meet the guest(s) in foyer when time allows. 6. Check back within two bites or two minutes in each course.
b. Offer to hang coats up for the guests. 7. Clear the first course when all are finished. Clear all unused silverware
2. Escort guests to appropriate table that course.
a. Remember to walk to chair closest to windows. 8. Refill bread and butter.
b. Pull chair for eldest lady guests, and any other guests you have time for. a. Remember, if someone pushes his/her plate away, or asks you to take you
c. Present folded menus. make take it early.
d. Remove any extra place settings if necessary to give guest maximum 9. Read the table for additional beverages needs, bread and butter, etc Bring
space. the silverware required for the next course.
e. Adjust remaining place settings if necessary to give guest maximum space. 10. Serve each course in succession, serving the eldest lady first and
3. Make sure that server knows the guest has been seated. continuing counter-clockwise.
Taking Order Critical Steps: a. Remember to offer ground pepper with the salad course.
1. Be alert to customer needs. 11. Clear each course when all are finished and removed unneeded
2. Know the menu, ingredients, and the preparation methods. silverware, soiled plates, and glassware.
3. Be prepared to make suggestions and recommendations. 12. Check on beverages, water, bread/butter throughout the meal.
4. Use a system. a. Remember iced tea should be well-iced. If ice is melted, present a fresh
Procedure: glass.
1. Greet guests and describe specials. Suggestively sell a beverage: "Would 13. When clearing entrée plates, remove bread/butter, salt and pepper.
you care for a glass of chardonnay or merlot?" 14. Prior to dessert, the table should have only:
2. Server takes beverage order starting with eldest lady guest and continuing a. Flower/candle
clockwise around table. b. Possible cream and sugar
3. Place beverage in Micros and Service. c. Beverages the guests are finishing.
4. Present beverages on the right side of the guest with right hand. 15. Print copy of check to check for accuracy and to have one ready in case
5. Take food order (table#, seat#, etc.) guests do not wish to order dessert or coffee.
a. All entrees come with a choice of the house salad or house soup. 16. Crumb table.
➤ When taking the entrée order, ask each guest ordering an entrée they 17. Present the dessert cart to the table. Take dessert, coffee, and dessert
would like our house soup which is ". "or the salad with their meal. win order.
➤ In entrée box on the order pad write "HSoup" or "HSalad" next to the a. Remember to suggest port or dessert wine.
corresponding seat. 18. Place dessert order into Micros and print.
➤ "HSoup" or "HSalad" is found in the appetizer screen in Micros. 19. Bring appropriate dessert silverware, coffee cups, and saucers (dolles on
b. Seat# 1 for a 2-top is always on the server's left. decafs)
c. At all other tables, seat# 1 is the closest to PDR. a. Bring cream and check to be sure sugar is on the table.
d. Note: It helps to check "86" board prior to taking order. b. Consider on bringing an extra fork or spoon if you think guests may wish
6. Suggest wine with meal and take wine order. to share a dessert.
7. Remove base plates and menus when order for appetizers and entrees are 20. Serve dessert and/or coffee and/or dessert wine. Pour coffee at table.
completed. Never pre-pour coffee in the kitchen.
8. Place order in Micros and print. 21. After dessert. clear soiled plates, glassware and silverware.
9. Bring all applicable silverware and wine glasses needed. 22. Table should have on it only what is being used. Refill coffee, beverages.
10. Deliver bread and butter. There should be one roll for each guest at the and water as needed.
Serving the Meal and Maintaining Service Presenting the Check and Saying Farewell
Critical Steps: Critical Steps:
1. Make sure each dish is complete. 1. Check should be accurate and legible.
2. Serve everyone at the same time. 2. Time check delivery carefully.
3. Serve children and women first. 3. Know the restaurant's policy on personal checks and credit cards.
4. Serve from left, remove from right. 4. Never count your tip until the customer has left.
5. Check back in first few minutes. 5. Thank the customer and sell a return visit.
6. Be observant of food not eaten. Procedure:
7. Clean and clear constantly. 1. Present Check.
8. Re-supply beverages and condiments. a. Print check first and check for accuracy. Present check with dessert and/or
Procedure: coffee service.
1. Clear any empty glasses and replenish beverages. b. Note: If no dessert, check should be ready or present immediately (have
a. Clear all glassware and service ware from the right. check in your pocket).
b. Keep all coffee, tea, and water glass full. 2. Collect check and cash/credit card when visible.
c. For sodas, automatically bring refills until the guest says no more. Do not 3. Return correct change to table or have appropriate person sign credit card
remove glasses with soda in them. Bring new glass of soda before removing voucher.
empty soda glass then set new glass down and remove old glass. a. Guests receive a copy of the credit card voucher, the restaurant receives
2. Check bread and butter. the other.
3. Present, uncork, wipe bottle with clean cloth and serve wine it ordered. b. Pick up signed copy of credit card voucher.
unless guest specifies when wine should be served. 4. Thank guests and bid farewell - sell return visit.
a. Wine is served to a woman first, then men in clockwise fashion. (Unless 5. Before guests are out the door, scan table and surrounding floor and
the woman ordered with wine) chairs to make sure guests have not forgotten valuable things.
4. Proper order of courses: 6. Take check to cashier to be closed.
a. Appetizer-salad fork and knife. 7. Reset table as needed.
Reminders Throughout the Meal Fruit Plates are recognized by ornamentation in a fruit pattern. They are
1. Serve form the left, clear from the right. specialized plates about 6.25 to 8 inches in diameter, used at formal and
2. Check to see that beverages glasses are full (coffee, water, iced tea). informal meals, and made not as part of a dinnerware set.
3. Deliver bread and butter before appetizer or by request if the guest would The Bread-and-butter Plate is used to separate bread and butter from sauce,
like bread sooner. gravy, and juices from other food on the plate.
4. Check for correct silverware, glasses for next course. Remove anything not The bread-and-butter plate is optional at formal dinners in Europe, but in a
needed. private residence in North America, it is not laid on a formal dinner table.
5. Check "86" board regularly. Thinly sliced melba toast may be passed with soup. Fish may be served in a
6. Double check orders before sending in Micros/POS. pastry shell, and toasted crackers are passed with cheese, along with butter
7. Check printed checks for accuracy. at room temperature.
8. The bread used in the restaurants are: Assorted dinner rolls (French, white At a formal dinner in a restaurant or club, bread is of ten provided between
green, rosemary). different wines and during long lapses between courses.
9. The time it takes for a guest to receive a course should not exceed 8 Bread and butter are served at informal meals and luncheons. When a plate
minutes (But still it depends on a restaurant's standard serving time). is not provided for a slice of bread or a roll, it is laid on the tablecloth of rim
TABLEWARE of the dinner plate, where the butter is also placed.
Tableware; dishes, glasses, knives, forks, etc., that are used for serving and Fruit Saucer, known also as a fruit dish side dish, or berry bowl, the fruit
eating food at a table. This is also known as china wares or silverware. It saucer is a small shallow dish about 4 to 6 inches in diameter by 1 inch deep.
includes cutlery, glassware, serving dishes and other useful items for The fruit saucer separates juices that flow from food. Because a formal meal
practical as well as decorative purposes is served course by course, side dishes are not used, and a fruit saucer is
Dinnerware provided only at informal meals.
1. Plates 2. Bowls. There are Three Basic Types of Bowls:
The service plate is the largest plate, ranging in size from 11 to 14 inches 1. Soup Bowls (with or without handles)
across. 2. Finger Bowls (to rinse finger tips)
The service plate is laid in the center of the cover before the diners come to 3. Ramekins (to hold solid foods)
the table, but the way it is used is different for formal and informal dining. Soup Plate. Wide, shallow bowl with a flanged rim. Diameter is
At a formal table, the service plate decorates the cover and the rim should approximately 9 to 10 inches, the rim is 1 to 2 inches wide, the depth is up to
frame the appetizer plate of no less than one inch. 1½ inches deep, and the well is 6 to 7 inches across.
Food is never placed directly on a service plate. Rather, the service plate is a The only soup bowl is used in formal dinner service.
base on which to lay the plate for the appetizer and is cleared from the table Coupe Soup Bowl. Saucer-like shape approximately 6 to 9 inches across.
after the first or second course is finished. Only for informal dining.
Since soup splatters, the service plate is soiled easily, and at the end of the Soup-Cereal Bowl. With or without a rim. To serve food eaten with a fork
course it is cleared from the table with the soup plate. (salad or pasta) or eaten with a spoon soup. Used only at informal meals.
When the meal begins with a cold first course, such as fish, followed by a hot AKA the oatmeal bowl. Approximately 5% to 8% inches in diameter.Slightly
course of soup, the fish plate is removed at the end of the first course, and narrower and deeper than the soup plate and coupe soup bowl.
the service plate is left on the table to hold the soup plate. Covered Soup Bowl. Keeps soup hot from kitchen to table. Table etiquette
At the end of the soup course, the service plate and soup plate are cleared requires that guests remove the lid, rest the cover, rim side down, on the
together, and exchanged immediately for the plate on which the next course side of the underplate, and replace it before the table is cleared.
is served. 4% to 6½ inches across, and the depth is approximately 2 to 3½ inches.
At an informal meal, the service plate is optional. Although traditionally the It is narrower and deeper than a soup plate, a coupe soup bowl or a soup
purpose of the service plate is to hold the plate for the appetizer course, at cereal bowl.
an informal meal it is used in whatever way makes sense, as a dinner plate, Lug Soup Bowl. 4% to 5½ inches in diameter and 2% Inches deep.
buffet plate, placemat, or platter. Built to withstand oven temperatures, the lug soup bowl is used to present
Service plates are also known by other names - buffet plate, charger plate, an individual serving of French onion soup put under the broiler to melt
cover plate, lay plate, and place plate. cheese, and is also known as an onion soup bowl.
The Dinner Plate is used more than any other plate. It is used to serve the Cream Soup Bowl and Saucer. 4 to 5 inches in diameter Use to serve a first
main course at all meals, formal and informal. Modern dinner plates course of pureed soup at meals with a light menu.
measure from 10 to 11 inches acros5. Bouillon Cup and Saucer. 3% inches in diameter and features a companion
Luncheon Plate is lighter, simpler meal than dinner, a repast served on a saucer about 5 1/2 inches across.
plate about 9 to 9.5 inches in diameter. Although the luncheon plate is used Bouillon is drunk entirely from the cup or sipped from a spoon, one or the
for formal and informal meals, it is not essential for either occasion. other but never both (that's bad table manners!). To test the temperature, a
The Round Salad Plate is made in two sizes. The larger salad plate is about 8 single sip is taken from the spoon. When bouillon is drunk from the cup, the
to 8.5 inches in diameter, the smaller 7 to 7.5 inches. cup is held by one or both of the open-loop handles, whichever is more
At a formal meal, the salad plate is laid before the guest after the main comfortable.
course is cleared, an arranged salad is presented to the diner on a platter. At Finger Bowl. 4 inches in diameter by 2½ inches high. a bowl used to rinse the
an informal meal, the salad plate functions to serve salad presented before fingertips only, and filled with just enough water to cover them. Dining
the main course, as a side dish with the main course. But when salad is the etiquette for using a finger bowl: To prevent water from overflowing the
main course, it is presented on a dinner plate. bowl, the fingertips are rinsed one hand at a time and wiped on a napkin
in diameter, it is not made as part of a dinnerware by ornamentation in a held low in the lap.
pattem. Ramekin. Made to serve baked dishes composed largely of cheese, milk,
The fish plate is not essential for formal or informal meals, when served as cream, such as custard, flan crème brulee, or cheese soufflé.
an appetizer, fish can be presented on any medium-size plate, such as a 3. Cups. The cup is made in seven sizes, each with a different volume
salad plate or a dessert plate. If fish is the main course, it can be presented capacity:
on a dinner plate. a. Breakfast cup
Dessert Plates are ornately decorated. They are specialized plates about b. Mug
7.25 to 8.5 inches in diameter, used at formal and informal meals, and made c. Teacup
not as part of a dinnerware set. d. Coffee cup
Cheese Plates are recognized by omamentation in a cheese pattern. They 1. Chocolate cup
are specialized plates about 7.25 inches in diameter, used at formal and g. After-dinner coffee cup
informal meals, and made not as part of a dinnerware set. h. Demitasse cup
Tea Plates are specialized plates, about 7 to 7.5 inches in diameter. The Although the expression "cupful" denotes a half-pint serving, or 4 ounces,
purpose of the tea plate is to hold the teacup without a saucer. Some tea the size of the cup is determined by the strength of the drink at the time of
plates feature a shallow well. day the drink is served, whether it is thick or thin.
Large cups and mugs are made to servethin, hot beverages during breakfast able to hold up well. Sauced items, which could drip, should not be served,
and lunch, such as coffee, tea, and cocoa, or cider on a cold afternoon. but easy-to-eat finger food would be appropriate.
Small cups are made to serve strong-tasting beverages, such as espresso: Major Styles of Table Service
drinks with athick consistency, such as hot chocolate made from paste: and 1. French
potent drinks made withalcohol, such as grog. 2. Russian
Regardless of size, cups and mugs are filled approximately three-quarters 3. American
full, except for the demitasse cup, which is filled half full. 4. Buffet
Moreover, all cups except mugs are made with companion saucers. The 5. Family Style
dimensions of the following vessels are approximate.
Breakfast Cup and Saucer. As the popularity of drinking coffee increased in
the nineteenth century, so did the need for cups with a higher volume
capacity. The breakfast cup was born. The breakfast cup is approximately 3%
inches in height by 4½ to 5% inches in diameter. The companion saucer
measures 6% to 8% inches across.
The mug is heavier than a cup, the walls are thicker and the base is denser.
To retain heat, the mug is taller than a cup, made in regular and extra-large 1. French Service
sizes. Regular-size mugs are approximately 3 to 4 inches in height by 3½ A formal type of service originated from European nobility and presentiy
inches across, a vessel with a volume capacity of around 8 to 10 fluid ounces enjoyed by a few who can afford the expensive meals served. The French
when filled almost to the rim. Extra-large mugs are the American service entails the initial preparation of food in the kitchen, with the final
counterpart of the European breakfast cup, a shape about 4 inches in preparation done in the dining area in front of the guest.
diameter or more, a size The food is brought to the table on a cart, called gueridon. On the gueridon
that holds approximately 15 to 20 fluid ounces. To accommodate the shape is a small heating equipment, called rehaud. This service requires a high level
of the mouth, the mug often flares outward at the rim. of competency and showmanship of the food and beverage service
The mug is used only for informal dining. attendant/waiter.
Teacups. Tea is a beverage cooled slightly before dririking. and to release Role of the two waiters working together to prepare and serve the meals:
heat, the teacup is slightly shorter and a little wider than the coffee cup, a 1. Chef De Rang (experienced waiter) seats the guests, takes the orders
shape approximately 3 % to 3% Inches in diameter by 2 to 2½ inches in serves the drinks: prepares some of the food with flourish at the guests
height. The companion saucer measures about 5% to 5 5/8 inches across. To tables and presents the check for payment.
accommodate the shape of the mouth, the rim of the teacup is often flared 2. Commis de Rang (assistant) takes the order from the chef de rang: picks
outward, a form derived from the beaker (from the Latin beccus. for " bird's up the food from the kitchen and carries it to the dining room; serves the
bill"). plates as dished by the chef de rang: clears the dishes and stands ready to
Although the teacup is used at informal meals, the flavor is too delicate to assist when necessary.
follow a heavy multi-course meal, and tea is not served at formal dinners General Rules of French Service
and at formal luncheons only upon request. 1.Food is plated directly from the pan to the guest's plate where the
Coffee Cup. Coffee is at its peak flavor when served extremely hot. To gueridon serves as the working station
conserve the heat, the cup features a cylinder shape, taller than wide, a size 2. Serve food and beverages from the right side of the guests using the right
approximately 2½ inches in height by 3 inches in diameter. The companion hand, right foot forward except small items like bread and butter.
saucer measures around 6 to 6 ½ inches across. 3. Clear food and beverages from the right side of the guests using right the
The coffee cup is made in three sizes, namely, the regular-size coffee cup the hand except items located on the left side
after-dinner coffee cup, and the demitasse cup. The regular-size coffee cup is 4. Serving movement should be in clockwise direction
used at informal meals, the after-dinner coffee cup at elegant informai
affairs, and the demitasse cup at formal occasions.
Demitasse is a heavy-bodied brew with a strong taste and low caffeine
content. It is served to aid digestion and dispel the lingering effects of
alcohol after a formal dinner where several wines are served. Demitasse
means "half cup" in French and the cup is approximately 2% inches in height
and width, slightly shorter and narrower coffee cup. The companion saucer
measures about 4% than the after-dinner to 5 inches across.
Guests at a formal dinner are seated at the table for hours, so in order to
provide then with the opportunity to stretch and regroup, and to revive
conversation, demitasse is presented in another room. The cup is filled hall
full (approximately 1.5 ounces). Customarily, at a formal affair, demitasse is
followed by brandy or liqueur; entertainment-dancing or cards-may then B. SERVING TOOLS
commence. A second cup is not offered. 1. Serving Fork 2. Serving Spoon 3. Soup Ladle
At an informal meal, demitasse is served away from the table, wherever is 4. Cake Server 5. Hot Chocolate Pot 6. Coffee Pot
convenient. 7. Tea Pot 8. Pitcher 9. Trays
Chocolate Cup. Originally hot chocolate was a breakfast drink made from 10. Bread Basket 11. Soup Tureen
unsweetened chocolate mixed with cream, a mix beaten into a thick paste. 2. Russian Service
Just before serving, sugar and hot frothy milk were added. To accommodate Food is brought into the dining room in a silver platter and is served by the
demand, in the second half of the eighteenth century the morning chocolate food and beverage attendant/waiter to the guests plates which have the
cup was larger than a coffee cup or teacup. However, the thick paste was topreviously set before the guests arrive. formal sit down done by one
slow to pour. and at social affairs in the afternoon, hot chocolate was served waiter. It is commonly used for banquets and formal sit-down meals where
in small narrow cups about 3 inches in height by 2½ inches in diameter. The all the guests are having the same menu.
companion saucer measured approximately 4 inches across. a. Generally used for banquets that involve table seating for 6-12 guests. b.
Today, hot chocolate is made from powdered cocoa, a thinner beverage All food fully prepared in kitchen and arranged on serving dishes,
than the original drink: it is served in a large vessel, such as a coffee cup. c. Servers bring food to table and distribute by portion to guests.
teacup, or mug. Small chocolate cups purchased in specialty stores are not d. Entrees are placed on platters.
made as part of a dinnerware set. General Rules of Russian Service
FOOD SERVICE STYLES 1. Use a separate service spoon and service fork for each dish. Two spoons
Often the style of service will influence the types and varieties of food the are not used together but two forks may be used for delicate food. A single
caterer can offer. For instance, food that will be passed on trays by servers utensil is never used to hold food items.
during an afternoon reception must be easy to handle. They also must be
2. Hold platters parallel to the floor at all times. Make sure the platter is c. Dessert Plate d. Side Plate or Appetizer Plate
balanced. 6. Cup and Saucers
3. Serve ladies first. Stand slightly behind and to the left of the person to be a. Demi-Tasse Cup and Saucer
served, your feet together and back straight. Step forward with your left foot b. Cup And Saucer
into the space between the guests, placing the platter between the guests, 7. Other Tools
and over the table space. a. Coasters b. Ash Tray c. Creamery Set
4. Lower your body using your legs and keeping your back straight. B. Serving Tools
5. Keep the platter level and balanced. 1. Soup Ladle 2. Cake Server
6. Lower the platter until it is approximately 1 inch above the plate to be 3. Hot Chocolate Pot 4. Coffee Pot
served. Never allow the platter to touch the guest's plate. 5. Tea Pot 6. Pitcher
7. Do not attempt to serve from a platter higher than 1 inch above the g. Trays h. Soup Tureen
guest's plate to avoid spillage. 4. Buffet Service
Tip! Utensils are always in the right hand, as the platter is always in your left A type of service in which guests select their meal from an attractive
hand, regardless of right-handedness or left handedness of the service arrangement of food on long serving tables. This service is characterized by
personnel. the guests obtaining either whole meal or parts of the meal. Food is usually
Steps in Handling Serving Fork and Serving Spoon stocked in warmers or chaffing dishes which are properly arranged from light
1. Position the ends of the service spoon and fork in the center of the palm to heavy meals. Salads and desserts can be displayed in a separate area to
of the serving hand. hold its desired temperature, Buffet service is a faster service and prices are
2. The service fork should be on top of the service spoon. usually lower than in other types of services
3. Except the forefinger, hold the service spoon firmly. General Rules of Buffet Service
4. Use the forefinger and thumb to hold the handle of the service fork. a. Reserve pre-arranged food in a chaffing dish for refilling. Never refill food
A. DINING TOOLS in the dining area using any type of plate.
1. Knives b. All serving utensils must be placed in an underliner plate.
a. Dinner Knife b. Salad Knife c. Names of each dish must be displayed on the buffet table using a tent
2. Spoons card.
a. Soup Spoon b. Table Spoon c. Long Spoon d. Service personnel are responsible for maintaining the smooth traffic flow
d. Dessert Spoon e. Tea Spoon of guests. They must give special attention to every detail necessary in a
3. Forks buffet service
a. Dinner Fork b. Dessert Fork A. DINING TOOLS
c. Cocktail Fork d. Salad Fark 1. Knives
4. Glasswares a. Dinner Knife
a. Water Goblet b. Collins Glass 2. Spoons
5. Plates a. Soup Spoon b. Table Spoon c. Dessert Spoon
a. Dinner Plate b. Salad Plate c. Dessert Plate 3. Forks
6. Cup and Saucers a. Dinner Fork b. Dessert Fork c. Cocktail Fork
a. Demi-Tasse Cup and Saucer b. Cup And Saucer 4. Glasswares
7. Other Tools a. Water Goblet b. Collins Glass
a. Coasters b. Ash Tray c. Creamery Set 5. Plates
B. SERVING TOOLS a. Dinner Plate b. Dessert Plate
1. Serving Fork 2. Serving Spoon 3. Soup Ladle B. SERVING TOOLS
4. Cake Server 5. Hot Chocolate Pot a. Serving Fork b. Serving Spoon c. Soup Ladle
6. Coffee Pot 7. Tea Pot 8. Pitcher d. Cake Server e. Pitcher
9. Trays 10. Soup Tureen 5. Family Style Service
3. American Service a. Often called English service
American service is characterized by portioning ser the food on the dinner b. All food brought to table on platters or in bowls
plate in the kitchen. It is the fastest of all types of service and requires the c. Guests pass the dishes and serve themselves with serving utensils
least amount of skills of the food and beverage service attendant waiter. In In a restaurant, a menu is a presentation of food and beverage offerings. A
this service, equal portioning and uniformity in plate presentation must be menu may be a la carte-which guests use to choose from a list of options of
given attention. Jarle d'hôte, in which case a pre-established sequence of cost of options of
General Rules of American Service 1. Appetizer-food or drinks served at the beginning of the course to whet
a. Serve plated food from the left of the guest, using your left hand. Move in the appetite.
a counter clockwise direction whenever. 2. Soups - Liquid food made by boiling meat, vegetable, etc.
b. Clear plates from the right of the guest, using tour right hand, Stack them 3. Salads - Dishes of green herbs, vegetables, or pasta and served with a
on your left hand, wrist and forearm. Move forward in a clockwise direction. dressing.
c. Items located on the left side such as B&B plate, fork and others are 4. Entrée these are subordinate dishes served between meat and fish
cleared from the left side of the guests. Do not reach across the guests. courses or directly before the main course.
d. Serve beverages from the right side of a guest with your right hand, 5. Main Course -chief part of course containing the heaviest and usually the
travelling in a clockwise direction most expensive item on the menu.
Reminder! Soup is served and cleared at the right side of the guests using 6. Desserts - serving of sweets such as pie, cake, pudding, fruit etc.
right hand. 7. Beverage drinks such as tea, coffee. milk, chocolate, wine, soft drinks, and
A. DINING TOOLS juices.
1. Knives NUTRITIONAL VALUE
a. Dinner Knife The nutritional value of food defines what a food is made of and its impact
2. Spoons on the body. Because of disease and weight control, it's particularly
a. Soup Spoon b. Table Spoon important to understand the nutritional value of food due to the impact on
c. Dessert Spoon d. Tea Spoon the body of it relates to cholesterol, fat, salt, and sugar intake. The food label
3. Forks is the primary tool enabling consumers to understand nutritional values in
a. Dinner Fork order to make informed decisions about consumption.
4. Glasswares 1. Ensure healthier options are attractively presented, well-lit and appealing
a. Water Goblet b. Collins Glass in name and appearance. On buffets, place healthier options in prominent
5. Plates positions at the start of the line, where they are more likely to be seen and
a. Dinner Plate b. Salad Plate chosen.
2. Provide reasonable (not large) portions of foods and beverages. Cut large 8. If without's more water, fill the glass or goblet without removing it from
portions in halves or quarters when possible (e.g.. bagels, sandwiches). If the tables Hold the pitcher of water in the right hand and a folded napkin in
meat is served, a portion ideally should be 3 oz and no more than 6 oz. the left hand to catch any water that drips as the glass is being refill. As a
3. Ask for foods to be prepared with minimal salt, if salt is needed at all. matter of routine, water glasses or goblets are refilled after the main course
4. Offer at least one fruit and/or vegetable serving every time food is served. plates are removed, and before dessert is served.
Aim for filling half the plate with vegetables and fruits. 9. Glasses are handled by the base or stem. Hold glasses by the foot or stem
5. When serving appetizers, select those that provide a serving of fruit. only, to avoid fingerprints. Glasses are always placed to the right of the guest
vegetables, whole grains or legumes. with the right hand. If the glass has a logo, it should face the guest.
6. If multiple entrées are offered (such as on a buffet), make one entrée fish Beverages are always poured from the right side of the guest. When-serving
(preferably oily fish). Include a vegetarian option when possible. heavy red wines that have been decanted or are in a wine basket, hold the
7. If serving salad as the entrée (instead of a starter or side), be sure to tell glass, slightly slanted, on the table with left hand and slowly pour out the
the vendor so they provide the appropriate amount. wine with the right hand, so that the wine sediment is not disturbed. A
8. Pravide dessert only for a special occasion dinner such as a gala ifa dessert bottle of wine is first presented to the host. Then the bottle is opened, and a
is required, fresh fruit and fruit-based desserts are better choices. small amount is poured out for the host. After the host approves, the guests
See Healthier Dessert Ideas in Receptions, Galas and Special Events section. are served first and the host's glass last.
when serving meals buffet-style, use smaller plates, which requires 10. Handle flatware and cutteries properly, separate the cutleries and
attendees to get up from the table and sanitize well the utensils, make sure that there is no fingerprints, serve or
Nutrition Standards for Food (except plain nuts and nut/fruit mixes) give silverwares without any marks leaving it.
10. No more than 200 calories per label serving LESSON 2: ASSIST THE DINERS
11. Choose products with the lowest amount of sodium you can find and no 3 Minute Check
more than 240 mg of sodium per label serving (preferably no more than 140 About 3 minutes after you serve food, you should return to the table and
mg) check that the customer is happy with everything. You call this the 3 minute
12. Zero 9 trans fat per label serving and no products containing partially check. If the customer has not started eating after 3 minutes, wait until they
hydrogenated oils. No more than 1 g of saturated fat start eating.
13. No candy (sugar-free mints and gum are OK) Check to See if Guests:
14. No regular chips (baked chips and pretzels are OK) Nutrition Standards 1. Are happy with their food.
for Plain Nuts and Nut/Fruit Mixes Preferred serving size for plain nuts is 1 2. Require a refill of their drink.
oz.. but no more than 1.5 oz. 3. Need glasses or tableware removed.
15. Choose products with the lowest amount of sodium you can find and no 4. Need your attention for something else.
more than 140 mg of sodium per label serving. Nutrition Standards for The 3 minute check gives customers an opportunity to tell you if:
Beverages 1. There is something wrong e.g. their steak is not cooked as they ordered,
16. Water (plain, sparkling and flavored) - no more than 10 calories per or the food or coffee is cold.
serving 2. They would like to order something extra e.g. a salad or another drink.
17. Fat-free (skim) or low-fat (1%) milk and milk alternatives (say, almond, If there is a problem:
etc.) -no more than 130 calories per 8 fl. oz. 1. Apologize to the customer (see the section Dealing with problems later in
18. Juice 100% fruit or vegetable juice (or juice and water) - No added sugar/ this workbook for more information on apologizing).
sweeteners (except non-nutritive sweeteners) - No more than 120 calories 2. Organize a solution quickly.
per 8 fl. oz. (preferred serving size). 150 calories per 10 fl. oz., or 180 calories 3. Make sure any replacement item is up to standard.
per 12 fl. oz. 4. Check if the customer is happy this time.
19. Other beverages - no more than 10 calories per serving. 5. Pass this feedback on to the kitchen and your supervisor straight away.
SERVING TECHNIQUES GUEST WITH SPECIAL NEEDS
Service is a term that is used to describe the manner and method in which CHILDREN: Serving Infant or Young Children
food is served to guests in foodservice operations. The dish is first offered to 1. Always treat all infant or young guests as V.I.P guest.
guest for viewing or approval, and then food is served to the diner's plate at 2. Deal with young guests with a playful mind and special care.
a pedestal table or gueridon, which is located close to or beside the dining 3. Be friendly and familiarize with the child.
table. 4. Politely ask the parents to determine any special requirements such as:
1. Never reach across in front of a guest when serving food or removing a. Required cutlery.
dishes. b. High chair.
2. Serving of Food with One Hand c. Any special food recommended.
3. This service technique is used only for platter service and involves the so- d. Whether allergic to any food or not.
called long grip. In the long grip, the utensils are held in the right hand. Hold ➤ Provide clean and presentable baby chair or high chair (if required) and
the spoon between the index and middle fingers and the fork between the set it properly to avoid any accident.
index finger and the thumb. ➤ Offer bread or crackers immediately after the child is being seated.
4. The curves of the spoon and fork should align. Gently slide the spoon ➤ Present the children menus(specially made for the children).
under the item to be served, so that it is held between the fork and spoon. ン Serving the children remember that their meal should be eye catching and
Remove your index finger, apply light pressure to the fork, and lift. appealing.
5. When a course is finished, remove all dishes used in that course. Remove ➤ Offer to cut the food after the child is seated and the meal arrives.
serving dishes and silver first, then remove the dishes from each person's ➤ Offer the child guest some coloring books/crayons while waiting for their
cover, usually beginning with the hostess or guest of honor. course to keep them busy and quiet.
6. Avoid stacking dishes on the table in front of the guest in clearing the Elderly Guests:
table. Use your left hand to remove the plate, transfer it to your right hand 1. Escort the guest to the guest table and help him/her to be seated.
for the salad plate or other dish. When an aperitif has been served. the 2. Arrange clam and quite comer with suitable and comfortable chair for the
empty glasses are cleared only after the wine is served. If a white wine is aged guest.
served with the appetizer, the empty glasses are removed only after the red 3. Deal with the guest in clear, slow and calm voice.
wine has been poured. The red-wine glasses are cleared after the coffee or 4. Escort the old guests to the washroom and exit, if necessary.
after-dinner drinks are served. Serving Disabled Guests:
7. When guests are smoking, ashtrays are always changed before a new 1. Treat them with special care and attention and deal with a soft and clear
course is served. After the guests have finished the main course, any platters tone.
or serving dishes on the table are removed first. Then the dinner plates are 2. Adjust yourself according to their pace.
cleared along with the flatware. Finally, any smaller plates, bread plates. and 3. Provide them a comfortable and suitable seating arrangement.
finger bowls are removed. Before dessert is served, the table is totally 4. Anticipate their needs (e.g. wheelchairs, required cutlery).
cleared, except for flowers or other decorations. 5. Read the menu and describe buffet (if necessary).
6. Fill plate at buffer for them. 3. Items are transported to a location away from the caterer's primary
7. If the guest has difficulty with hearing then try to deal with them through production facility.
the lip reading or body language or gestures. 4. Can operate in just about any place you can think of, from parks, to
Serving Guests With Health Issues: museums, to yachts, to hot air balloons.
1. Identify whether the guest is allergic to any food or not (e.g. seafood, 5. Tents (also known as "portable rooms") are often used, which allows the
nuts) caterer to create almost any type of theme.
2. Determine from guest regarding any special dilatory needs. 6. Most conventions and meetings will have at least one off-premise event.
3. Before serving the guest, confirm whether the guest has any serious often the opening reception, closing gala, or a themed event.
health problem or not (e.g. heart patient or diabetic). 7. Attendees want to experience some of the flavor of the destination, and
4. Check to ensure the food is prepared according to the requirement before they often get "cabin fever" if they never leave the host hotel.
serving it to the guest. 8. Events can be outsourced to a destination management company (DMC).
Serving Single Guests: 9. DMCs are familiar with the location and have relationships established
1. Arrange a comfortable seating arrangement with an interesting view. with the unique venues in the area.
2. Serve the guest with special attention. 10. Almost every destination has distinctive spaces for parties: Southfork in
3. Offer newspaper or magazines. Dallas, the Rock and Roll Hall of Fame in Cleveland, the Getty Museum in Los
4. Be familiarized with the guest and approach with friendly behaviours. Angeles, etc.
LESSON 3: PERFORM BANQUET OR CATERING FOOD SERVICE 11. In Las Vegas, the Liberace Mansion is available for parties.
Banquet Function On/Off Premise Catering 12. Often you first select the site you want.
On-premise, catering is overall a lot easier, the events take place at hotels. 13. Catering options may be limited.
convention centers, and restaurants are considered to be on- premise. On- 14. For instance, if you want to use the Orfila Winery in San Diego for an
premise catering has the convenience of having everything close in any time event, the owner will rent the facilities to you.
of situation. At a home event you get to work out of your own kitchen, you Then you have to select a caterer from a list of caterers approved by the
know the cooks, and you know the location of everything you may need. A owner.
major difference between on and off premise catering is the size of group Duties and Responsibilities of Banquet Service Staff:
you are able to serve. With an on-premise catering area, you are only able to 1. Set banquet rooms and halls as per instructions of the event manager.
host a certain amount of people due to your capacity. With off-premise 2. Prepare rooms in terms of adjusting lights and setting appropriate
catering. you may end up going to an event that holds more people than temperature.
your home conference center. The events that tend to be the biggest events 3. Ensure that all decorations have been set in accordance to the
are those that take place outside where you can have unlimited numbers of instructions.
guests. Although that is something off-premise catering has an on-premise 4. Make sure that tables are set with linen, dishware and flatware.
catering. on-premise catering has a lot of other things to offer for an event. 5. Fill glasses with water before guests arrive and refill them during the
1. Also called "on-site catering." course of the event.
2. Any function-banquet, reception, or other event - held on the physical 6. Greet guests in a cordial manner as they arrive.
premises of the establishment or facility producing and serving the function. 7. Offer welcome drinks and ask guests if they need any additional items.
3. Hotels, convention centers, conference centers, and restaurants, etc. 8. Set banquet table with dishes.
4. Usually have the advantage of offering many services under one roof. 9. Carry food trays to the tables.
5. Can usually guarantee sufficient space to house the entire event. 10. Ensure that food is replenished in a quick manner.
6. Can usually guarantee adequate parking. 11. Deliver beverages as per guests' instructions.
Off-premise catering is anything where the caterer has to leave the 12. Anticipate guests' needs continually and fulfill them appropriately.
restaurant and travel to the location of the event. "Off-premise catering is 13. Clear dishes and flatware once the event has ended.
potentially more profitable than in-house catering because the caterer does 14. Clean premises along with stripping table cloths and napkins.
not own, pay rent/ tax, and maintain the space in which the function is held 15. Take down decorations as instructed.
(Schmidt)." Most of the times the business will charge a fee for the event to Banquet Event Order
be off-site. With off- premise catering "several problems must be anticipated If you ever plan an event at a hotel or special event facility, you will likely
be afting the off-premise facilities in which the final prediction and service have to sign a BEO, which stands for Banquet Event Order. Sometimes this
regarnctions takes place (Scanlon)." It is not as convenient when leaving the form is called simply an Event Order or something similar. This is a document
forme base that you typically cater from. Lastly as the one preparing for the that outlines every detail of your event, so it can (and should) be detailed
Oway event, you need to remember "a caterer planning any outdoor event and thorough. But if you aren't used to reading them, they can be
must be mindful of the variety of special problems, strategies, and overwhelming. Here are a few suggestions for working your way through the
equipment requirements that go into executing such a function document, as well as some things to check for to make sure they are
(Lieberman)." included.
Pre-planning is very important for any event to be successful, anything can 184
happen from being short a table cloth to having not enough food. When The good news is that many hotels use a similar software so the BEOs tend
planning correctly you should always have a certain sheet you use for to look pretty similar. Even if a BEO doesn't follow this exact template. It
gathering items. Then you should use that sheet with the number of guest should have all or most of this information. This is what many will look like
for the event and be able to figure out your quantities needed. It is always (click the image to expand.
better to over pack an extra cloth or basket to always be sure and sometimes The most likely "blocks" of information are contact information, schedule
those extra things can help out in other situations that may occur. Every food and beverage arrangements, room set up, audio visual, terms and
catering company needs to have a range in which they will travel to. Every conditions, and the signature blocks. If you take nothing else from this
time there is an event away from the restaurant, the food is prepared there article. remember to read EVERY SINGLE LINE on EVERY SINGLE PAGE. If you
and then is transported to the location. Lots of times caterers will have two are planning a large event there will likely be different BEOs for each "piece"
vehicles, the first van is usually loaded up with things that need to be set up of the event, such as each breakfast, lunch, dinner, reception, general
such as table clothes, center pieces, silverware, napkins, and the items for session, etc. While a lot of the information will be the same on each page,
the buffet. The first van will then leave with most of the catering staff to the it's important to read carefully. This document is what the hotel staff
location and begin to set up for the event. The second van (usually has a (especially catering and the team that sets up and tears down rooms) will
warmer and cooler inside) will then load up the food once it is ready & closer use to manage your event. so if it's not correct in the BEO, it likely won't be
to the time of the event and will then head out with the food. Caterers do correct at your event.
this to keep the food hot and fresh for the guests. Overall this system works 1. Contact Information
very well. This sounds obvious, but make sure this is correct. Make sure the on-site
1. Also called "off-site catering." contact's information is listed on the BEO this will usually autopopulate with
2. Food, beverage, equipment, and servers are transported to a remote the contact information from the contract, but if it is a different person,
location, such as a museum, park, natural attraction, or a private home. make sure that person's information is correct. "I also like to make sure I
include my cell phone. There is no use trying to call my office phone it I'm 6. Never choose meat or poultry in packaging that is torn or leaking.
actually on-site at the hotel!" This is also the section where many facilities 7. Do not buy food past "Sell-By." "Use-By." or other expiration dates.
have instructions on how to display the event's information for the reader Storage
boards - this usually noted as "Post As." Make sure this is correct. You often Always refrigerate perishable food within 2 hours-1 hour when the
have internal names you use for events that differ from what we temperature is above 90 °F (32.2 °C).
communicate to guests. Make sure the name of the event makes sense - Check the temperature of your refrigerator and freezer with an appliance
guests may use reader boards to find out where meetings and events are thermometer. The refrigerator should be at 40 °F (4.4 °C) or below and the
located. If you have security or privacy concerns for an event and do not freezer at 0 °F (-17.7 °C) or below.
wish to post, make sure that is noted on the BEO on EVERY PAGE. Cook or freeze fresh poultry, fish, ground meats, and variety meats within 2
2. Schedule days: other beef, veal, lamb, or pork, within 3 to 5 days.
The schedule should list the different uses of the space for that day per Perishable food such as meat and poultry should be wrapped securely to
event (many hotels will do one BEO per room - for example, one for the maintain quality and to prevent meat juices from getting onto other food.
ballroom, one for the breakout room, one for the foyer). It should include To maintain quality when freezing meat and poultry in its original package.
set up time and the start and end times should be correct. Make sure these wrap the package again with foil or plastic wrap that is recommended for the
match when you need to have access to the space. This section may also freezer.
have the total number of guests expected - often using fun abbreviations like Canned foods are safe indefinitely as long as they are not exposed to
"AGR, GTD, EXP, and SET." This translates to Agreed (what did you contract freezing temperatures, or temperatures above 90 °F. If the cans look ok,
for), Guarantee (how many people are you guaranteeing will be there, if this they are safe to use. Discard cans that are dented, rusted, or swollen. High-
has changed since the contract), Expected and Set. acid canned food (tomatoes, fruits) will keep their best quality for 12 to 18
3. Food and Beverage Arrangements months: low-acid canned food (meat, vegetables) for 2 to 5 years.
The entire menu should be detailed here - and mean detailed. Every single Preparation
item on a buffet should be outlined. Special diets, such as gluten-free or Always wash hands with warm water and soap for 20 seconds before and
vegetarian, should be noted here. Service times may be included here9or after handling food.
may be incorporated into the schedule section). If there are any special Don’t cross contaminate. Keep raw meat, poultry, fish and their juices away
items regarding into the schedule section). If there are any special service, from other food. After cutting raw meats, wash cutting board, utensils and
such as wine and sparkling water will be tray passed as guests arrive, should countertops with hot, soapy water.
be noted. If you are requesting the facility label of the food items, it should Cutting boards, utensils, and countertops can be sanitized by using a solution
be written here. The prices should be noted d well as if items are charged of 1 tablespoon of unscented, liquid chlorine bleach in 1 gallon of water.
per person or based on consumption if you are providing alcohol (bar Marinate meat and poultry in a covered dish in the refrigerator.
arrangements are sometimes broken out into their own section) make sure Thawing
every type of alcohol and beverage is listed - not just "house brands." For 1. Refrigerator: The refrigerator allows slow, safe thawing. Make sure
meal functions, the total number that will be prepared should be explicit, thawing meat and poultry juices do not drip to other food.
including whether the facility will be preparing an overage above the 2. Cold Water: For faster thawing, place food in a leak-proof plastic bag.
guarantee. Submerge in cold tap water. Change the water every 30 minutes. Cook
4. Room Set Up immediately after thawing.
This should outline every aspect of set up within the space. If you are using a 3. Microwave: Cook meat and poultry immediately after microwave
straightforward set up, such as theater seating for 100. you probably don't thawing.
need a diagram. But if it's more complicated and otherwise non-standard Cooking
make sure you have gone over a diagram that should be attached to the BEO Cook all raw beef, pork, lamb and veal steaks, chops, and roasts to a
(and the BEO should reference that the diagram is attached), Most times the minimum internal temperature of 145 °F (62.8 °C) as measured with a food
venue should be able to create the diagram for you it you're lucky, the venue thermometer before removing meat from the heat source. For safety and
is using a fantastic software platform like Social Tables to make things even quality, allow meat to rest for at least three minutes before carving or
easier! consuming. For reasons of personal preference, consumers may choose to
Whether you have a diagram or not, each piece of furniture or major cook meat to higher temperatures.
equipment should be noted, such as stages, risers, backdrops, etc. If the 1. Ground Meats: Cook all raw ground beef, pork, lamb, and veal to an
hotel is providing centerpieces or even just votive candles, this should be internal temperature of 160 °F (71.1 °C) as measured with a food
noted. Linens and table skirting should be outlined. thermometer.
5. Audio Visual & Outside Vendors 2. Poultry: Cook all poultry to an internal temperature of 165 °F (73.9 °C) as
Audio Visual arrangements will sometimes appear on a BEO, but since many measured with a food thermometer.
venues contract their a/v services to a third party, there is often a separate Serving
contract. If you are using outside vendors, such as a florist, their information Hot food should be held at 140 °F (60 °C) or warmer.
and delivery schedule must be on the BEO. Cold food should be held at 40 °F (4.4 °C) or colder.
6. Terms & Conditions and the Signature Lines When serving food at a buffet, keep food hot with chafing dishes, slow
Since a BEO is a contract, there will likely be terms and conditions to agree cookers, and warming trays. Keep food cold by nesting dishes in bowls of ice
to. These may or may not be explicit on the BEO - if you have any questions, or use small serving trays and replace them often.
ask before you sign! And speaking of signing, make sure that you sign every Perishable food should not be left out more than 2 hours at room
page and request a countersigned copy from the facility that is also signed temperature-1
on every page. Leftovers
There you have it - a cheat sheet for reading through a BEO, Again, the most Discard any food left out at room temperature for more than 2 hours-1 hour
important part is to be as thorough as possible when reading through them if the temperature is above 90 °F (32.2 °C).
and if something is incorrect, making sure it is changed before the BEO is Place food in shallow containers and immediately put in the refrigerator or
finalized. freezer for rapid cooling.
Food Safety Use cooked leftovers within 4 days.
Safe steps in food handling, cooking, and storage are essential to prevent Reheat leftovers to 165 °F (73.9 °C).
foodborne illness. You can't see, smell, or taste harmful bacteria that may Refreezing
cause illness. Meat and poultry defrosted in the refrigerator may be refrozen before or
Follow the Four Steps of the Food Safe Families campaign to keep Food Safe: after cooking. If thawed by other methods, cook before refreezing.
1. Clean-Wash hands and surfaces often. Cold Storage Chart
2. Separate-Don't cross-contaminate. These short, but safe, time limits will help keep refrigerated food from
3. Cook - Cook to the right temperature. spoiling or becoming dangerous to eat. Because freezing keeps food safe
4. Chill-Refrigerate promptly. indefinitely. recommended storage times are for quality only.
5. Purchase refrigerated or frozen items after selecting your non-perishables. Food Enterprise Standards, Procedures and Policies
For Foodservice Industry standard operating procedures (SOPs) are written Additionally management should consider function as well as form when
practices and procedures of how your establishment will produce safe food purchasing glassware for their f&B operations.
and are a key component of your overall food safety program. SOPs include Types of Glassware Used in Bars
specific details of how a policy will be implemented including: who will Collins / Highball 8oz. 16oz (230 ml - 473 ml)
perform the task, what materials are needed, where the task will be done, Used for serving juices, aerated drinks, Gin and tonic etc.
when the task will be performed, and how the person will do the task. You Rock Glass or Tumbler 6oz. 10oz. (177ml - 295ml)
may be thinking that your establishment is too small or that you've always Used for serving drinks 'On the Rock's',
gotten by without written procedures, so why would you need them now. Whisky / Shooter 1oz.-2oz. (29ml - 59ml)
The benefit of SOPs to your establishment, whatever the size, is that Used for single measures of liquor and 'shooters'.
processes are standardized with step-by-step, how-to instructions that help Beer Schooner 12oz.-14oz. (354ml - 414ml)
anyone within your operation do the task in a consistent way. The SOPs Used for Pilsner, and bottled beers.
provide step-by-step written procedure to help employees perform their job Beer Mug 12oz. 14oz. (354ml - 414ml)
and keep them accountable because of documented expectations. If your Used for ½ measure of draft beer.
goal is to consistently provide safe, high quality foods and services to your Beer / Pint 1 Pint (473ml)
customers. SOPs will help you achieve this goal. Used for serving Draft Beer
Creating SOPs Red Wine/Bordeaux 8oz.-14oz. (236ml - 414ml)
You might be wondering where you would start to create SOPs for your Used for serving Red Wine.
operation. If it sounds like an overwhelming project it doesn't have to be. Wine/All Purpose 8oz.-14oz. (236ml - 414ml)
There are resources available to get you going. The following are from lowa Used for serving red wine & white wine
State University Food Safety Project and will provide you with solid guidance Champagne Tulip / Champagne Flute 6oz.-8oz. (177ml - 230ml)
in developing your SOPs. There may be areas that are specific to lowa Food Used for serving Sours, Champagne and Champagne Cocktails.
Code so remember to go by Minnesota Food Code (link provided at end of Brandy Snifter 8oz.-14oz. (236ml - 414ml)
article). Here are resources for a variety of types of foodservice operations: Used for serving Brandy and some cocktails.
1. Restaurants Sherry / Port 4oz.-6oz. (118ml - 177ml)
2. School Food Service Used for serving sherry or port wine.
3. Child Care Liqueur / Cordial 1oz.-3oz. (29ml - 88ml)
4. Assisted Living Used for serving liqueurs and layered shooters.
Developing SOPs for Your Operation Cocktail/Martini 4oz.-8oz. (118ml - 236ml)
Here's how you do it. Operation specific SOPs can be created by moditying Used for serving different varity of Cocktails
one of the examples from the links provided or by simply writing down the Coupette / Margarita 6oz. 10oz. (177ml - 295ml)
steps taken when performing specific tasks in your operation. Think about Used for serving Frozen cocktails such as Margaritas, or daiquiris.
the areas in your operation where SOPs are needed. Start with the areas Hurricane 10oz. 16oz. (295ml - 473ml)
which you currently spend the most time communicating about (i.e. Used for 'Long Drinks such as Long Island Iced Tea, Zombie, and the
handwashing). Hurricane.
SOPs Implementation Beverage Services
When you reach the step of implementation, conduct an employee in- 1. Full Cocktail Bar: Using four to six basic types of liquor and an assortment
service to share the information and have it available for employee's review. of mixers, you can serve an enormous variety of the most popular drinks.
SOPs will be useful for training new hires, refreshers and updates for all From martinis to margaritas, our tasty libations are sure to put miles on
employees, and a way to insure that all employees are doing their jobs in a faces at your next event.
consistent way. You will want to do an annual review of the SOPs and update 2. Wine and Beer: Simple wine and beer service are the most affordable
them as needed (i.e, new equipment, Food Code changes). option for any party. You can make recommendations on types and brands
Sample SOPs for Handwashing to fit your group, menu, and budget. You provide professional service,
Policy: All food preparation and service personnel will follow proper including table service of wine for your next formal event.
handwashing practices to ensure the safety of food served to customers. 3. Specialty Drinks: Many clients request a special drink to fit their event.
Procedure: All employees in foodservice should wash hands using the From a bride desiring elegant cocktails that match her wedding colors, to a
following steps: corporate client wanting a signature drink to go along with their event
1. Wash hands (including under the fingernails) and forearms vigorously and theme, to a holiday party host looking for special cocktails inspired by the
thoroughly with soap and warm water (a temperature of at least 100°F is season. Simply asks for some suggestions, and you will be gladly help find
required) for a period of 20 seconds. the perfect drink for your event.
2. Wash hands using soap from a dispenser. 4. Variations and Themes: By adding just one or two more liquors or mixers
3. Use a sanitary nail brush to remove dirt from under fingernails. to a standard bar, you can add even more fun to your next event. Fresh
4. Wash between fingers thoroughly. Mojitos, spicy Moscow Mules, fruity Appletinis and Bahama Mamas, and
5. Use only hand sinks designated for that purpose. Do not wash hands in flavored Margaritas are just a few of our common requests. You can
sinks in production area. recommend something tasty and fun to help make your next party a success.
6. Dry hands with single use towels or a mechanical hot dryer. Turn off 5. Blended Drinks: On request, you can provide a commercial blender for
faucets using a paper towel, in order to prevent recontamination of clean professional Margaritas, Daiquiris, and Pina Coladas.
hands if foot pedals are not available. Non-Alcoholic Beverage Service:
The Food Service Manager Will: The staff is happy to serve any kind of beverage at your event, including
1. Monitor all employees to ensure that they are following proper sodas, juices, and smoothies. You can recommend fun beverages for age or
procedures. group.
2. Ensure adequate supplies are available for proper handwashing. 1. Juices and Mocktails: From basic fresh fruit juices to a dazzling variety of
3. Follow up and retrain as necessary. mocktails, you can add some fun to any event. You can suggest plenty of
LESSON 4: SERVE BEVERAGES ORDERS different non-alcoholic beverages to fit any theme.
Types of Glassware used in Bars and Restaurants 2. Italian Sodas: Our Italian Sodas are always popular, and offer an elegant
The type of glassware in which a drink is server greatly affects its option for non-drinking guests. You can offer dozens of different flavors,
presentation. Some hotels have begun to use the same style of glassware for from pomegranate and mango to hazelnut and amaretto. They can be the
several beverages. This can reduce the the number of kinds of glassware that perfect addition to your reception, open house, or any other event.
they must maintain inventory. 3. Smoothies: Fruit smoothies can add enjoyment to any summer gathering.
Full Service Hotels normally avoid mass produced glassware which is The staff can help suggest a variety of blended beverages to fit your event.
generally thick and many have imperfections even though it is not that 4. Sodas and Water. This is our basic non-alcoholic beverage service. You
expensive when compared to fine, expensive products. But hotel chains can provide these for any event, either as a separate service or in
which consider value for money as important criteria accept such glassware. conjunction with an alcoholic beverage bar.
Cocktail Garnishes 6. Chocolate. A piece of chocolate or shaved chocolate may be used for
Garnishes are very important for your mixed drinks. They make your drink gamish,
look more presentable and they also add more flavor. Shaved Chocolate: Buy a block of chocolate and use a cheese grater to shave
Main Cocktail Garnishes it.
There are six main cocktail garnishes. They are Maraschino cherries, stuffed 7. Coffee Beans. The only time that you are going to need coffee beans is
olives, limes wedges, lemons wedges, orange slices and whipped cream. when you are serving Sambuca. Just drop three coffee beans into the
Every bar should have at least these garnishes. Sambuca. The three coffee beans represent: Health, Wealth and Happiness.
1.Cherries. Maraschino Chemies are used for many mixed drinks and for 8. Mint Leaves. Wash the mint leaves with water only.
non- alcoholic drinks. You can buy them at the store. They come in a jor Main Use: Mint leaves are used in drinks that have mint in them. Example:
ready use. Make sure you refrigerate them after opening. Mojitos and Mint Juleps.
When to Use: Any time you use grenadine, in some green drinks like Sour 9. Onions (Cocktail Onion) Cocktail onions are very small onions (about the
Apple Martini and Midori Sour, any time you use Collins Mix, in some mixed size of a marble). You can buy them at the store. They come in a jar ready to
drinks that you use Sweet and Sour Mix and in Manhattans. use. Make sure you refrigerate them after opening.
2. Olives There are many different olives in the market today Some olives Main Use: Gin Gibsons or Vodka Gibsons
come plain and some come stuffed with pepper or other ingredients. They 10. Pineapple. Pineapple Wedges: Cut the top and bottom of the pineapple.
come in a jar ready to use. Make sure you refrigerate after opening the Then cut the pineapple in half from one end to the other. Cut one half in half
bottle. from one end to the other. Remove the core section of the pineapple.
Main Use: Gin Martinis or Vodka Martinis (Not Fruity Martinis). Finally, cut wedges.
3. Limes a. Wedges: A wedge is 1/8 of a lime, lemon or orange. In other Main Use: Pineapple is used in many tropical mixed drinks.
words, there are 8 wedges in a lime, lemon or orange. 11. Salt (Kosher Salt).Kosher salt is used to coat the rim of a glass. Moist the
b. Lime Wedges: Cut off the ends of the lime. Then cut the lime in half from rim of a glass with a lime wedge. Then dip it into the salt.
one end to the other. Finally, cut each halt into four equal wedges. Main Use: Margaritas, Bloody Marries and Salty Dogs.
c. Lime Wheels: Cut off the ends of the lime. Then cut slices from one end to 12. Strawberries.Wash strawberries with water only. If the strawberries are
the other. Use your judgment on how thick the slices should be, Finally make big, cut them in half. Just push the strawberry to the rim of the glass.
one cut from the center of the lime wheel to the edge so it can sit Main Use: Mixed drinks that have berries or strawberry liqueur like
on the glass. Strawberry Margaritas and Strawberry Daiquiris.
When to Use: Any time you make a drink with lemon-lime soda, tonic water Proper Wine Service
and some times soda water, in drinks that contain lime juice like Proper wine service starts with a well- balanced, diverse wine list, but that
Cosmopolitan, and in some drinks that contain sweet and sour mix service is primarily carried out by your wait staff or bartender. It's important
keMargaritas. for your staff to know a great deal about wines- particularly the ones on your
4. Lemons a. Lemon Wedges: Use the same technique as the lime wedges. wine list- so that they can help your guests select the right wine for any
b. Lemon Twist: Cut off the ends of the lemon. Then cut the rind from one occasion, whether that be finding the perfect white wine to pair with fresh
end to the other making 1/3 inch strips (Make sure that you don't cut into seafood or choosing a particularly special wine for celebrating an
the meat of the lemon). Finally, peel off the strips. anniversary.
NOTE: When you are going to use a twist, rub the rim of the glass with the Pouring Wine. Once you've helped your guest select the perfect wine, the
twist and then twist it and drop it over the drink to add a little bit of oil. focus shifts to serving and etiquette. When it comes to wine presentation,
When to Use: Lemons are used on teas like Long Island Iced Tea and Long there are a few practices and traditions that your guests will have come to
Beach Iced Tea. There are also used in Lemon Drop Martinis, lemonades and expect, First and foremost, however, it's important for your staff to
other drinks that contain lemon. understand how to properly pour wine.
5. Oranges a. Orange Wedges: Use the same technique as the lime wedges. How to Pour Wine. When pouring wine, wrap the bottle in a clean linen
b. Orange Slices: Cut off the ends of the orange. Then cut the orange in half napkin to protect it from the warmth of your hands. This isn't essential for
from one end to the other. Cut both halves in half. Finally, cut the orange serving red wines that aren't as cold, but your guests will probably
quarters into wedges. appreciate the extra effort you're putting forth to ensure perfect conditions
c. Orange Spiral: Use a citrus stripper to make your orange spirals. Start at for their wine. Waiter's gloves can serve the same purpose while also
one end of the orange and cut around and down towards the other end projecting professionalism.
making a long spiral peel. with the bottle wrapped up for temperature control, it's time to make the
When to Use: Oranges are used any time you use collins mix. There are also first pour for the person who will taste the wine for approval. Pour so that
used in drinks that contain orange. The orange spirals are used in drinks like the glass is filled only about half an inch, just enough for your guest to know
coolers. if it's acceptable. Once tasted and approved, pour each glass about half-full
6. Whipped Cream or a little less than half-full. This can vary depending on the number of
You can buy a can of whipped cream at the store. There are some servings.
manufacturers that make chocolate whipped cream and fat free whipped Some wines need to be poured slightly differently. For example, a sparkling
cream. wine should be poured along the inside wall of the glass rather than directly
Main Use: Whipped cream is used for many hot drinks specially coffee into the center. However, one mark of an experienced server that applies to
drinks. It is also used with some frozen drinks like a Strawberry Daiquiri or a all wines is minimal dripping. To prevent extra drips and spills, tum the bottle
Mudslide. Another drink that you use whipped cream is a Blow Job shot. with a slight twisting motion at the end of each pour. You can use the clean
Other Cocktail Garnishes linen napkin to dry the mouth of the bottle if some wine does spill
1. Apple Apple Slices: Cut an apple in half. Then, cut each half into slices Wine Presentation Etiquette.
about 1/8 inch thick. Make a diagonal cut to the apple slice so it can be It's important for your staff to be aware of the etiquette associated with
placed in a martini glass. Cut the apple slices right before serving the drinks. different types of wine service. For example, does a bottle of wine need to
Main Use: Apple Martinis be decanted? Are multiple guests partaking of a bottle? Or, perhaps your
2. Banana Banana Slices: Cut through the peel from the middle of the guest only ordered a glass of wine with dinner.
banana. Make banana slices about 1/4 inch thick. Decanting
When to Use: It could be used in many drinks that contain banana liqueur. Wine Decanter.This is the process of pouring a bottle of wine into a
3. Berries it could be raspberries, blueberries, blackberies or other bemies. decorative decanter before serving in order to separate any sediment that
Insert a cocktail stick into the berries and place it on top of the drink has formed (primarily in older reds) and to aerate the wine, which can help
4. Candy Candy is a great garnish. There is a wide variety of candy that can give the wine a boost in flavor and aroma. This process is typically saved for
be used as garnish, red wines that have been stored for more than five to ten years, but some
Examples: Candy canes, gummy worms or bears, mini candy bars, gum, etc. guests might specially request that their wine be decanted. Start by making
5. Celery Wash the celery with water only and cut the leaves and the base to sure you have everything you need:
make celery sticks. 1. A clean decanter or carafe
Main Use: Celery is used for Bloody Marries and Bloody Marias. 2. Corkscrew
3. Flashlight or candle (optional) 6. Seat the top of the two ridges on the lever against the lip of the bottle.
The flashlight or candle is used to help you see the sediment in the bottle so Wrap your index finger around the bottle lip and lever, and use the other
that you don't dump it in with the wine by mistake. By pouring slowly and hand to 204
carefully, keeping the light under the neck, you should be able to tell when pull the lever up. Then, seat the second ridge against the lip of the bottle and
it's time to stop when the sediment reaches the top of the neck. Remember pull again.
to pour slowly and continuously until all that remains in the bottle is the 7. Do not take the cork out at this point. Unscrew the corkscrew and remove
unwanted sediment. Discard the remaining residue and serve. it from the bottle. Put the corkscrew in your pocket. Then, holding the bottle
The aeration process is not an exact science. The type of wine and the around the neck with one hand, use the other hand to wiggle the cork out.
preferences of your guests are just two determining factors in how long you 8. Put the cork on the table. The host should examine the cork to check the
should let a wine sit ouf uncovered. Generally speaking, play it safe and try vineyard's label and also to make sure it is wet on the side that was inside
not to let wines decant for more than half an hour to an hour at the the bottle and dry on the end that wasn't. If it's dry on the end that was
maximum before serving. You can also conduct your own research or have inside, the bottle was probably stored upright and the cork has failed, letting
your sommelier experiment with how long to decant different types of wine. air in. If the cork is wet on the top, there is probably a hole in it, which would
Wine for the the Whole Table (Bottle) have let air in, again ruining the wine.
Let's say a party of four wishes to share a bottle of wine. Unlike decanting. 9. A small taste of wine is then poured for the host. The host examines the
where the bottle is opened and poured away from the table, your wait stalt look of the wine, smells it, and tastes it to ensure the wine hasn't gone bad.
will need to be able to professionally open and serve the wine right at the If the host accepts the wine, about half a wine glass is poured for each guest,
table in front of the guests. proceeding clockwise from the host's left, first to the women at the table
Start by showing the wine to the person who ordered it, no matter who is and then to the men.
paying the bill, Do not open the bottle until you get confirmation that the LESSON 5:
wine is, in fact, what your guest wants, and that everyone who is partaking Conclude Food Service and Close Down Dining Area
has a glass. It's poor etiquette to retreat to the kitchen for another glass Clearing Table
after you've already poured wine for the rest of the table. 1. Ask the guest if he/she is already done with the plates
When opening a bottle of wine at the table, make sure you have the right 2. If yes, clear the plates from the left side or what is convenient.
tool. A waiter's corkscrew with a foil cutter built in is ideal. Remove the cork 3. Offer some coffee or some dessert to the guest.
with purpose and control, keeping movement to a minimum. Then present 4. Ask the guest if he needed anything.
the cork to the guest who selected the wine by placing it on the table. Some 5. Leave the glassware at the table.
guests feel the cork to make sure it's not dried out, while others will smell Billing
the cork to take in its distinct aroma or examine the color of the cork to 1. When the guest gestures the bill sign or call you for their bill, go to the
ensure that the bottle has been stored properly on its side. table and double check if they really want the bill.
Allow the person who ordered the wine to taste it for approval. Once 2. Say "one moment please" politely.
approved, begin pouring for the rest of the table. A common practice is to 3. Go to the counter and request the bill.
serve the women at the table first, going from eldest to youngest, and then 4. Use standard billing jacket.
serving the men the same way. 5. Give the bill to the guest.
If your guests agree to it, you can keep white wine on the table as long as it's Payment
sitting in a wine bucket with ice. Red wines are typically fine to leave on the 1. When accepting the payment, mention the amount you receive to ensure
table as is, but always check with your guests to make sure. you accept the amount needed.
A Glass of Wine with Dinner 2. If the guest pays using credit cards, do not forget to sign the copy receipts
What if a guest merely wants a single glass of wine with dinner? This patron of their bill.
is not interested in buying the entire bottle, so it's perfectly acceptable to 3. If the guest has changed, always use change frays together with their
put the bottle back into storage after serving. Remember that it's always receipt.
good etiquette to show the bottle to your guests, even if they only order a Bidding Goodbye
glass. This just allows your guests verify that they are drinking what they 1. When the guest leaves, bid goodbye saying "Thank you for dining with us.
ordered. Ma'am/Sir, come and see us again."
Conclusion 2. Bid goodbye without giving direct eye contact to the guest.
Providing excellent wine presentation at your restaurant is about doing all 3. Bow slightly to be sincere.
the little things right and, above all, making sure that everything goes off Re-Setting Table
without a hitch. Many customers will notice superior wine service, but poor 1. Check the chairs if the guest left some items or their possession, if they
service is even more noticeable. Train your staff to treat proper wine service left something, make sure to transfer it to the management for proper
as a serious and important part of their jobs, and you'll see the positive claiming.
results in your customers' satisfaction and your restaurant's bottom line. 2. Remove the remaining glassware using bar tray and buss it to the
Proper Way to Open Wine dishwashing area.
The opening and presentation of a bottle of wine is a significant moment. 3. If the table has remaining tableware, use some oval/rectangular tray
Traditionally, someone serving a bottle of wine will use a sommelier knife, together with jack tray to remove the remaining plates and utensils.
also known as a "waiter's friend." Many other types of wine openers are 4. Do not put the trays directly to the table, use jack tray.
available today, but if you are curious about how to properly open a bottle 5. Remove the placemat, centerpiece and the top cloth
of wine. the way it is done in restaurants, you'll use a sommelier knife and 6. Start wiping using blue cloth, for removing sauces or pieces of food left.
proceed as follows: 7. Spray some sanitizing solution to the table then wipe using white cloth.
1. Present the bottle of wine to the host, label forward, so that the host can 8. Add the new top cloth to the table
make sure the correct bottle is being served. 9. Add the new placemat and the centerpiece.
2. Take the knife out of the sommelier knife. Holding it against the index 10. Add new show plates, water goblet, and utensils.
finger, pointing inward, score the foil around the top of the bottle, pinching Close Down Dining Area
the bottle between the knife and the thumb. The foil should be cut below 1. Tables. a. Be sure that all the tables in the dining area are cleared and
the lip-if the wine comes in contact with the foil, it can oxidize. cleaned.
3. Remove the foil top and put it in your pocket. During wine presentation. b. Remove the unused tableware and centerpieces
nothing should touch the table, including the bottle. c. Remove top cloths.
4. Put the knife away, take out the corkscrew, and insert the corkscrew into 2. Chairs. a. Check all the chairs if there are some remaining items
the center of the cork, giving it a little push. Then, twist the corkscrew into b. Wipe chairs if there are stains (sauce, oil, water).
the cork, not forcing it in, just twisting. c. tilt the chairs over the tables.
5. When there is one turn left on the corkscrew, stop. If you go too far, you 3. Floor.a. Wipe the floor using broom and dustpan.
could pop a piece of cork into the wine. If you don't go far enough, you could b. Be sure to include all the aspects of dining area even the corners.
break the cork.
c. Mop the area starting to the door down to the area where dining and where a customer is not honest or they forget their use of the mini-bar: this
kitchen area meets. leaves the room service manager with the choice of putting through a "late
d. When mopping, use caution sign to aware people passing that the floor is charge" or writing off the loss. In most operations, ma nagement set a
wet. nominal amount and any charges below that amount are written off as it is
4. Walter's Station deemed too expensive to chase them up. and it may also lead to negative
a. Transfer all the wiping cloth to the kitchen and then get clean pieces for customer relations.
the next operation. Room Service prices may differ depending on the products ordered because
b. Be sure to wipe all the Menus and Bill jackets. of the labor intensity of a room service operation. The room service
c. Clean all the condiments, refill if they are already empty. department is a highly service orientated area and not generally profitable
d. Organize all the cloths, refill if needed. compared to the general food and beverage operations itself. The doorknob
e. Check if there is enough silverware, refill it needed for the next operation. menu or menu for room service has distinctively high prices compared with
f. Wipe and sanitize the station. the establishments other food and beverage offers customer often believes
5. Lightings they are actually over charged in room service and may result to complaints.
a. Close all the light before closing. When you consider the time to deliver a glass of juice from the bar to a table
b. Use some dim light before closing when done with all the closing activities in a restaurant and compare it with a standard room service delivery, one
6. Others waiter could take 10 min to deliver one glass of orange juice in room service
a. Bring back the chairs down, if the floor is already dry. compared with 3 min in the restaurant situation. The glass of juice served as
b. Be sure to unplug all wirings before leaving. part of a full meal order may be priced differently again. Room service may
Chapter 5 provide room service not be a consistently profitable service, but to maintain quality standards
Room Service is a personalized service that is offered by hotels which gives and star rating levels room service has to provide a range of food af all times
the guests a distinctive and unique chance to order and enjoy their food to suit all customers meal needs.
while staying inside their availed room wherein convenience and privacy are Take Guest Order for Room Service
guaranteed. A lot of hotel companies are making a major amount of profit Customers may have a few options to place a room service order-Intranet
out of room service. within their room, completing a door knob menu or using the telephone. The
LESSON 1: TAKE AND PROCESS ROOM SERVICE ORDERS telephone is the most common method. The precise telephone procedure
Identify the Range Of Room Service Products That Are Available Within The used to take room service orders can vary from establishment to
Enterprise establishment. This is because some enterprise may operate a room service
Hotel room service delivers to customers food and beverage service in the department staffed by room service attendants at all times. In
privacy of their own room. Room service is a feature in establishments that establishments where the demand for room service is not very high, a
offer lodging and accommodation. restaurant walter may be required to take and process room service orders.
Different establishments including Resorts, Hotels, from 5 or 6 stars to I star, In cases where there is a room service department, the room service orders
Motorist Hotels or Villas and residential clubs offer different types of room may come via a telephone or in house intranet order, which may or may not
service ranging from a full compendium Menu with 24-hour service to feature a room identification feature. When answering this type of
Breakfast only served in the room and ordered by door knob menu. Some telephone the greeting could be similar to the following:
enterprises will have a separate Room service kitchen and production area in "Good morning. Room Service, Nica speaking, may I have your room
others it may be part of the Restaurant operation itself. number, please? Or
Types of Room Service "Good afternoon, River Hotel Room Service, Nica speaking, how may I help
Breakfast is probably the most important and the busiest time for customers you?"
generally ordering via a doorknob menu. Their orders may be collected by a In cases where waiters may take and process room service orders, waiters
variety of room service staff. Porters escorting other Customers to their may directly deliver the order to the room. When answering a telephone
rooms. security staff doing their rounds or housekeeping doing turn down that is connected to the main restaurant operations, and not only used for
services or can be delivered to reception by the customer. Customers may doorkriob menu orders, the waiter may use a type of greeting that is similar
also choose to call over the telephone and order at any time of the day. to one of the following:
Being in room service requires that you have an exceptional or above basic "Good evening. Spiral Restaurant, Jackie speaking." Or
knowledge of the property, individual room layouts and room locations, the "Good morning. Spiral Restaurant, how may I help you?" Whatever the
establishment room numbering sequence as well as a good working greeting, it must be in accordance with the following guidelines:
relationship with the housekeeping and front office departments. Room www.youtube.com/roomserviceprocedures
service responsibilities include rendering complimentary items, customer Always answer the telephone immediately on the 2nd or 3rd ring. Introduce
specials or freebies and other features to rooms. These may be freebles from yourself and the department you are in. Always be respectful and warm.
the hotel operations management to valued customers - VIPs, regular or Customers may be tired or hesitant of the procedure. Always answer the
special customers, as part of a package deal or for such functions as cocktall telephone in accordance with standard policies. Your superior will always be
parties, meetings, dinners. etc. Room service also service "day use" or happy to help. Always use the standard greeting, being consistent with other
"courtesy" rooms which are being used for conference or meetings or even colleagues and in line with the establishment procedures. Make sure to
small gatherings or for people whose room is not available due to the smile when speaking, as a smile can be heard in the voice. As soon as you
customer's early arrival. Room service provide food and beverage service in have given the most proper and cheerful telephone greeting, you should ask
the public areas of the hotel such as the poolside or lounge area and arrange for the customer's name and his or her room number.
packed lunches or picnics for customers who are going out for the day. This information will be either written in the docket or punched in the cash
Mini-bars are maintained by either the room service or housekeeping register. Fror possible during you receive the customer's name you should
departments, often as a separate area within the establishment. A mini-bar use as much as possible during the convers the cus
is the self-service bar fridge in each room, it contains bottles of spirits and 221
liqueurs as well as wine, beer, soda and, increasingly, snacks and food items Examples:
such as chocolate bars, biscuits, chips, etc. Tall bars containing full-sized "Yes, we do. Ms. Zita The chef makes a wonderful noodle soup,"
bottle of different drinks may also be requested by customers. Many Hotels "Please hold the line, Mr. Rojo. I'll just check with the chet to see if the
have changed their mini bars to automated direct charge systems. Mini-bars Seafood dish can be served without the sauce." "Can I just confirm your
can be monitored by an automatic system which records items removed order. Mr. Lin? That will be three dozen natural oysters, three serves of pork
from the storage position adding the item cost to the customer account ribs and you will be calling back later with a dessert order, if required."
automatically. By using the customer's name, you provide personalized service. Be guided
The Honour system, which asks customers to complete a purchase docket. by establishment policy and procedure about the use of titles and first
mini-bars are checked daily to record consumption or removed items and names of customers. Customers like to be known, though not all on a first
stock quality and are refreshed to normal level, with consumption charged name basis so it's best to keep the conversation on a "Mr", "Ms" of "Mrs"
daily to the customer account. At check-out, customers are asked to declare level, until the customer has become a regular and it would be deemed
any consumption since the last refill. There will sometimes be situations appropriate to speak on a first name basis (or until they specifically
requested). It is common in Four-and five-star establishments to maintain a "Was that Salad or Salsa?"
formal approach, always use a title and surname. "Do you want the steak rare or medium-rare?"
Use Selling Techniques to Optimize Room Service Sales It is possible to ring a room back to verify information of the order taken. but
When talking with the customer, Room Service personnel may need to doing so may distract the customer and inconvenience them, or delay the
advise and to assist the customer in making their order, taking by suggesting production of the order. Be guided by a superior or the standards and
or upselling or explaining menu items. This is called "suggestive selling" and procedures of the establishment. Timing of the delivery is affected by the
is a practice that can be applied in bars, in the dining room, and at the front cooking and assembly time of the order, the distance to the room or service
office. Some examples of suggestive selling in room service include: area and the time of day/night. Breakfasts are busy times with lifts and
"Would you like a serve of potato chips with your steak, Mrs. Perez?" "Mrs. comidors shared with Housekeeping staff and personnel. Most areas will
Perez, can I recommend the seafood chowder. It's a delicious blend of have a guide for timing to check how long. Timing may also affect a
flavors and is served with hot crispy herb bread would you like to try it as a customer's option of food items. A customer may need to change currency
starter?" "Would you like to select a wine to go with the meal?" "May I to allow the customer to compare value. As in a restaurant there may be
suggest a serving of fresh bread and dips our Chef mixes his own selection of dally specials of weekly menu these too Room Service staff need good
dips daily?" "All the desserts are delicious, especially the lemon tart that was product knowledge and know what changes can be made to a dish. Can it be
baked this afternoon and is served hot with a crystallized lemon slice." served without a sauce? Can the customer have a different selection of
Always remember that suggestive selling is only a technique used to inform vegetables or salad?
the customer of the various items on the menu that, the customer may have Record Room Service Order.Room Service orders are usually recorded in
forgotten to select or is unaware of the product availability or maybe is just conjunction with a discussion with the Customer. The order may be taken
unsure of ingredients or taste and even appearance. Suggestive selling works down either by hand or recorded automatically. A room service order has to
well when the personnel have a complete information of menu probabilities. record any additional needed such as table napkin or runners if there is a
This should include specific information such as which food would suit a table or sweet sauce to serve with the French fries. It will be a need to also
diabetic or vegan, and whether the hotel offers Halal or other variations to record information to enable appropriate assembly, extra crockery or
meet special needs. silverware if a customer orders a' large platter to share. A Room Service
When suggestive selling is overused, it may make the customer feel Order form needs to include:
uncomfortable because they are turning down your suggestions constantly - Current Date and Docket Number, to allow this, it may be needed to add a
so be sensitive when applying suggestive selling techniques. Example of date of delivery if it's not the current date Name of the registered Customer
overusing suggestive selling can be seen in the following dialogue. and the name of the customer ordering if they are different and Room
"Yes, Mr. Tan would you like a side of fried spinach with that?" she asked number Time the order is taken and by whom Estimated time of delivery to
"No, thank you," he answered "Then would you like an extra vegan special?" the customer location of delivery. Is the customer in his room in the
"No." he replied angrily "Garlic bread, herb bread or rice cakes?" poolside? Special Requests including extra sauces or condiments requested
"No! I just want the steak and salad!" he said loudly "OK but our devil's what food.
chocolate is great. What about one of those?" tems were ordered and standard requirements any extra items such as
"No," he replied, his voice now very grumpy. "Well would you like to place cream and icecream with a fruit ple, whoever took the order, there is a need
your breakfast room order now?" Mr. Tan Hung up at that instant. As you to verify
would agree, this personnel has taken suggestive selling just a bit too far Sometimes the order for room service will come via a door knob docket.
now. In fact, the customer is really annoyed, which is exactly the opposite of these dockets are generally used for breakfast menus arid they are collected
what is intended. Finally, it is a dangerous practice to try suggestive selling the night before from the roams of each floor. There is generally a cut off
techniques when you don't have full and total product knowledge: you can time for the evening collection of door knob dockets. Once collected, the
easily get caught out when the customer asks a question you can't answer. orders should be collated and transferred from the door knob docket and
Confirm Guest Order for Room Service and Advice of Expected Service Time processed as il the order had come via the telephone. The docket should
Once the order has been taken from the customer, you must verify the then be transferred to the appropriate location for preparation, which may
details of the order. To do this, repeat the order back to the customer to take place the following morning if the docket was checked and processed
check for accuracy, and amend where necessary, room service orders are the evening before. Door knob dockets are stored in order of delivery
frequently placed over the phone or by text and there is no actual face-to- request time, trom the earliest to the latest, and divided into groups, for
face interaction, which can lead to confusion, misunderstanding and example Continental or fully cooked.
conflicts. In some cases the customer may be tired and emotional and this Action the Room Service Order According To Enterprise Procedures
may affect their speech. In other cases the customer may not be from an Many hospitality businesses operate an electronic room service order taking
English speaking system where information is fed into a cash register and a docket is then
they may have basic language problems. The delivery of meals/ that are not printed up: at the same time the order is taken and automatically delivered
ordered (or as intended to be ordered) will cause beverages delay: when the to or printed out in the kitchen. Other establishments will use a manual
wrong thing is delivered to the customer room and has to be returned and system This generally includes of a docket being taken down by hand and
the order re-done. It will also cause negative PR. In addition there is the then transferred to the kitchen in the same way as a manual food order
lostrat time and profit caused by supplying the end addition having to docket is processed from the dining area or restaurant. Once taken, the
discard it. orders should be immediately transferred to the appropriate locations: this
When taking a room service order you must never be afraid to ask questions. location may be the wine store or service bar, a server or food storage area
These questions will help to verity orders, special requests and delivery in room service, the kitchen, the Bistro or Café, the bar or beverage dispense
requirements. When verifying details check the customers' name and or a retailed outlet within the complex.
spelling and the room number this may be visible on a screen when you Room service orders will involve details to other departments. Newspapers
answer the request. As the customer who is registered in the room is requests with breakfast may need to be forwarded to Concierge or the retail
responsible for any charges, it's important to confirm the order has the outlet who supplies them. Flowers will be supplied and may be stored in a
consent of the registered customer it the name given is different. central area for bud vases placed on trays, Beverage requests will be
Also Check: supplied by a Bar or liquor store. Some bars also dispense espresso coffee or
The time the room service is required. The number of customers being milk shakes and smoothies, these same areas may supply equipment for the
served whether the room service being requested is for service in the customer to prepare drinks for themselves such as a Nespresso or tea
customer's room or elsewhere: poolside or lounge area. The order may be plunger,
required for takeaway such as a picnic basket, or packed sandwiches. Food orders will be divided between the various Kitchen areas, entrees and
www.youtube.com/roomserviceprocedures salads will come from Cold larder section, Main courses and hot food from
Check the Following Food Order Requirements: the Main Kitchen and the desserts and snacks may come from a separate
Does the customer require fruits or vegetables? How would the lamb to be patisserie area. In some establishments there may be a separate Room
cooked? Crepe or crème brule with the dessert? Annunciate clearly, some service Kitchen and Items cooked to order. Housekeeping and laundry will
words may be unclear, mispronounced. need to appropriate linen for trays and trolleys, including extra serviettes for
Ask the customer to repeat if words are indistinct for example: lining bread baskets etc. Certain aspects of orders will go to specialist food
areas, such as chocolates or dietary needs for customers who are diabetic. The equipment found on individual trays should, of course, exactly match
Celiac or have allergies. the needs of the particular order. If an order is delivered that is missing a
The sales and marketing area may also have promotional tray cards to be certain item it is time consuming, embarrassing and inconvenient, as room
placed with Room Service deliveries, this may include special deals for service staff have some distance to travel to replace the missing item.
corporate of club members. Finally Room Service staff may need to Various pieces of equipment are used in the room service area and room
coordinate a delivery with a Butler or Valet and may be required to assist service staff may be required to clean and prepare equipment for service this
with service. equipment may include.
PREPARE FOR ROOM SERVICE Trolleys and hot boxes, fray trolleys and refrigerated trolleys.
Prepare Basic Food and Beverage Items for Room Service 1. Food trays of different sizes and structure like trays with feet for breakfast
For the room service area to function successfully, the area must be set up use
and equipped with the necessary food and beverage items required or 2. Tray covers - generally a linen cloth or paper cloth (non-slip type) table
requested for all meal periods. Room Service needs to serve a variety of food linen for trolleys, and serviettes
items to meet customer's needs some items will require room Service staff 3. Cutlery entrée and main knives and forks, soup and dessert spoons.
to prepare such as cutting fruit, slicing meat for example ham or salmon. teaspoons specialist items such as steak knives or service tongs
Room Service staff will require knife skills and basic cooking and food 4. Crockery-various plates, bowls and jugs, cups and saucers
arrangement skills. 5. Glassware - for juices, water, beer, wine and champagne
Portion pack items are used to save wastage and costs. Portion packs or 6. Tea and coffee pots, hot water pots, coffee and tea making equipment
control packaged items are foods or beverages pre-packaged in pre-set 7. Plate warmer/ cloches or plate covers
amounts considered to be a single portion. 8. Salt and pepper shakers
Some of those items may include: 9. Bud vases, toasters, bread baskets, ice buckets, newspaper holders
1. Joms and breakfast spreads. 10. Pen and order forms (always have two pens) also copies of menus and
2. Dairy products - butter, milk and cream. beverage listings and tray cards
3. Sauces and dressings. 11. Other equipment including items of fixed equipment for example, wine
4. Boxed breakfast cereals such as Coco pops or Cornflakes. coolers, espresso coffee machines, mulli sice toasters, microwave ovens. hot
5. Cold stewed or cooked fruit compote. water urns, ice machine, refrigerators and small portable equipment such as
6. Salt and pepper sachets, instant coffee, chocolate and tea sachets. pizza ovens, coffee makers and toasters.
7. Sliced bread, bread rolls or pastries, packaged sweet or dry biscuits. Ensure all Room Service equipment is not damaged, unclean or unsafe.
8. Alcoholic and non-alcoholic beverages - wine, beer, juices, mixed drinks, There are several different types of trolleys used.
dairy products such as long life milk. Atray trolley will generally have three levels and will be able to
In order to be effective in room service staff should spend some time accommodate up to six trays. Multiple trolleys can carry up to 20 or 30 trays.
familiarizing themselves with the items that are available, and how they are Orders should be placed on the trolley so that the last one off is positioned
packed and presented. Staff need to understand the normal use. Are they on the lowest level. The orders to be first off should be placed on the top
breakfast items or are they served at other meal times or with specific level. Some hotel procedures say that the room service meals should be
dishes? distributed from the highest floor down. This means that room 801's order
Check with colleagues or management to find out where replacement stocks would be placed on the top level of the trolley, room 525"s order would be
are kept, and who is responsible for the re-order of stock. Room service staff in the middle level, and room 302's order would be placed on the lowest
needs to read the policies and procedures for the order and supply of all level. However, other hotel procedures say that the room service meais
Items Room service uses. should be distributed from the lowest floor up. Standard lay-up photos are
LESSON 2: SET UP TRAYS, TROLLEYS AND EQUIPMENT FOR ROOM SERVICE often used in the back-of-house to ensure consistency in tray and trolley set
Room Service Staff will have some trays or trolleys set up with basic settings up.
in preparation for service, just as a restaurant area will have places set up in Trays can be set up for 1 to 4 people. depending on the order type and the
preparation of customers and will change the setting to suit the customer's safety and balance of items.
order. It is generally safe to stack two plates on top of each other, as the top of
There are often drawings or photos of the various meal setups. The common most plate warmers/covers have been designed for such purposes. However
meal setups are breakfast, main course and snack. Room service staff will it would be unwise to stack meals three high and overload the tray, and risk
customize the setup to match the order. Generally Room Service will over-balancing the stack. In addition this could pose a health and safety risk
duplicate the same crockery, cutlery, glassware and condiments as a and should therefore be avoided simply for this reason.
restaurant setting. depending on the order. The set up may also include a Excluding the food and beverage items, the following equipment could quite
vase or floral decoration and tray cards. Tray cards are used to give possibly be needed to set up and prepare the following types of shift trays.
information to customers about pick up of dirty dishes and to promote Individual trolleys are used when there is a full meal or multiple guests. It
events or specials. may be the guest will sit at the trolley as a table.
When selecting the equipment for setting room service trays and trolleys A Room Service Trolley will be collapsible to permit easy storage and will
always check the equipment is appropriate for the order, clean and not open up to replicate a table situation in the Guests room. Trolleys have
damaged. capacity for a heated box to ensure hot food stays, Hot may require some
For example do not use plates that are chipped, glasses with cracks, or items assembly.
with loose handles etc. Always check all items are clean and what needed Collect Food and Beverage Items from Kitchen and Bars For Room Service
polishing. If items appear unclean, they should be changed. If the items are Delivery
damaged, they should be sent for repair or disposed of as unsafe. The next Room service may have its own production kitchen or share with a
step to take will depend on the actual problem, and the policies and Restaurant or other dining area, there may be a chef solely allocated to
procedures for example. If a piece of crockery is found to be chipped or room service orders or staff may have to take its fun with Restaurant staff.
cracked it should be wrapped up in newspaper and disposed of. If a piece of When collecting an arder check you have your order form to confirm the
glassware is found to be dirty, it should be returned to the bar for cleaning. If order, it may be you who fake the order and deliver the order or someone
a toaster is found to have a frayed cord, it should be immediately removed else. This can be advisable as the person who serves the order is the one the
from service and taken to the appropriate maintenance point. The toaster guest spoke to: this can help where there is confusion over the order or a
should also be labelled that it is "Out of Order" and not to be used. There dispute arises. In other instances, especially during high load times, it can be
may be documentation to complete if items have to be sent to a another person who delivers the food, etc.
maintenance department or to an outside contractor. Room Service Staff may have to comply with a priority waiting for order
Set up Trays and Trolleys for a Range of Various Meals collection this may consider the status of the Guest and the complexity of
The exact procedure to take when setting up trays can vary according to the the dish.
type and extent of the order being prepared. Some equipment may be Verify Food and Beverage Items Prior To Delivery to Room
stared in suites or Butler's pantry for example toaster, crockery etc. these Regardless of who actually delivers the food and drinks, someone will have
items can be collected separately by service staff. to pick up the order. When they do this, they MUST check the items on the
tray against the order that has been put in. It is unlikely that a deliberate After announcing Room Service' wait 10 to 15 seconds before knocking
error has been made, but human error can occur, and it is too late to realize again, and announce again. When the customer opens the door, offer a
this mistake when you are upstairs and in the customer's room. Much of the greeting and, if not asked in by the customer (which is what will normally
food plated for room service will have a cover over it and it is part of your happen-either verbally or nonverbally), request their permission to enter.
job to remove that cover and visually check the dish to ensure it is what was The customer may not want you to enter the room - they may be conducting
ordered. a business meeting, they could be entertaining, or they could have private
In addition, your check should ensure: papers, etc., spread out around the room on tables, desks, the bed, etc.
1. Special requests have been complied with if "no chill" was part of the Therefore, requesting permission to enter has a practical underpinning
order, check to see it has been done. Vegetables have been served where reason, giving room service Staff permission to enter and set up the order. A
ordered, and not salted or sauced. Cold items are separate from hot and customer may prefer to take the tray or trolley and other items from you at
dressings are in separate containers. Also check that the bread rolls and the the door and serve themselves. Where the customer does not answer the
butter are there and that all the courses are present. door after the second knock/call, staff should follow house procedures. This
2. Visual check of the dishes do they look presentable? - no sauce/spatter may be to knock and call a third time. It may be room service staff needs to
marks on the plates, no cracked crockery, hot dishes are hot, cold dishes are use a pass key to unlock the door, open it slightly and re-announce hopefully
cold, and frozen dishes are frozen and appropriate gamishes have be added the customer will hear this as staff will actually be in the room.
or are accompanying the item to be added on delivery such as lettuce served There may be added instruction taken with the order and staff needs to act
with San Choy Bau or the Vietnamese mint and coriander served with Pho. as instructed. If the customer has not responded, house rules may be to
3. Where there is any deviation from perfection - it must be quickly brought leave the order especially if the customer is well known, or a regular, while
to the notice of the chef (or other person responsible) and rectified. in some cases house policy may be to withdraw without leaving the food and
Remember that the hot food is cooling down and the cold food heating up- beverages that were ordered returning to the room service section. An
so speed is critical given that it will take an additional couple of minutes to alternative course of action in some establishments it the customer does not
get it to the guest's room. Room Service staff should respect the answer to the call the customer via the telephone, text or message either
professionalism of the preparation staff and verbalize their comments or directly or through Reception or communications staft.
complaints politely, but in establishments where room service is common, If the customer fails to answer the telephone, staff may be required to check
the kitchen staff should be aware of the nature of room service presentation the customer's name against the room number. If it is correct, procedure will
problems and respond accordingly. indicate whether to notify a supervisor or manager of the situation, and they
take further steps to ensure that the customer is physically all right or if a
LESSON 3: PRESENT AND SERVE FOOD AND BEVERAGE TO GUESTS mistake has been made.
Transport Room Service Trays and Trolleys To Guest Room Room Service staff should never enter a room fully unless they have been
Room service has the responsibility of creating a dining experience in guest granted permission, or until they are sure they will not be interrupting or
bedroom; space may limit the presentation style and the type and style of disturbing anyone.
equipment used. Not only must trays and trolleys be set up so that they Enter Guest Room and Prepare For In-Room Service In Accordance
contain all the equipment, items and utensils required, bul. Trays and With Guest Requirements or Preferences, Where Applicable
trolleys must also be set up so that they are balanced, safe and attractive. When Room Service staff enter a customer room the customer should be
When staff has completed a room service tray with an order, someone will thanked, and greeted politely, and engaged in conversation if appropriate,
have to carry it; it must be balanced to avoid the likelihood of dropping it, or perhaps a comment about the weather would be appropriate given the
of over-balancing individual items. circumstances and the nature of the person, Good customer relations should
Ordering room service is a special service for most customers and there is an be maintained at all times,
expectation that it will be delivered professionally, and spilling the contents When entering a room it should be remembered that the customer is paying
is not part of the guest expectations or Room service standards. Safety in all maney for the room and they may have personal items on view or
aspects of the job is a necessity and the provision of room service is no rearranged fumiture positions, staff should respect the privacy of the
exception, trays should be stacked and trolleys loaded so that no injury can customer and not stare at anything in the room, including people, items and
be sustained by staff or customers. Check for protruding items, and take paperwork. Room service sfaft should not offer unsolicited comments on
special care with hot items - especially hot liquids as well as sharp utensils anything they may see, heaz expose to, but complete the job they came to
and glassware. It is often said that "eye appeal is buy appeal" and this do.
definitely applies to room service. The fray presentation must be attractive, Deliver the order, serve it, clear up and then leave. The customer may
ordered, uncluttered, clean and professional in appearance. When an order engage the staff in conversation or ask questioris or otherwise pass the time
is received it may have indicated only 1 [one] tray is required but staff may of day, staff should answer succinctly and continue with their tasks. Staff in
reassess and set up a second or transfer the order to a trolley to avoid poor all departments need to conform to the correct etiquette for all
presentation or safety issues. circumstances when in the presence of customers and spend the minimum
The actual arrangement of food on the plate may be the responsibility of the amount of time in the customer room, without being rude.
kitchen, but everything else is the responsibility of Room service staff, Positioning the Order
remembering that customers are paying a premium for room service so they Staff should place or position the fray or trolley in an appropriate location
expect a little bit extra for their money. Check the little extra items are within the room or suite. In consultation staff may ask the customer where
included that make room service special - they will be specified by your they would prefer things put. This will depend on the layout of the room,
establishment but may include flowers/bud vase, doilies and napkins, a and the in-room fumiture, the customer may prefer the tray to be placed on
newspaper, and complimentary after-dinner mints or petit fours. the dining table, or on the office desk, or coffee table. The customers rooms
And finally, trays should be able to be carried in accordance with the may have balconies, and some open out to the pool or other leisure areas or
establishments policies and procedures, it may be in one hand at shoulder the customer may not be eating in their room but may be in a public area.
height or at chest or waist height carried with one hand firmly under the The room service attendant should place the fray in accordance with the
Centre of the tray the other able to steady the tray but still free to open customer's requests. without showing any disapproving signs.
doors or press lift or elevator buttons. It is advisable to take the most direct When a trolley is required in the room, staff should guide the trolley in so
and least cluttered route to the location for delivery. Hotels and Resorts will that doesn't touch arms way walls and the trolley should be parked away
have policies and procedures for etiquette when meeting other customers in from exits of surfa the broke engaged while position way hom to a table or
transit. other suitable surface. Where a frolley is to be used for sale order Customers
Request Entry to Guest Room In Accordance With Enterprise Standards should again be asked where they would prefer it to be positioned and the
On arriving at the customer's room, a final visual check of the tray or trolley trolley opened out or extended, with an appropriate char placed so the
may be made, and then staff should knock firmly on the door and announce customers can sit at the trolley as at a table. In many instances, the
room servicel". "In room dining" or "Room service, Mr. Lang" if you have the Customer will reply along the lines. "Oh, just put it anywhere!" in which case
guest name, when knocking on the door, use the knuckles not a key or any you must be prepared to determine quickly where it should go
Other implement or item as this will leave a permanent mark on the daar. The room service department may have prepared plans in identifying a
Some Customer rooms may have visitor bells or doorbells. suitable place for trays and trolleys to be positioned. If there is a balcony
complete with table and chairs, set up the table and place the order tigey would prefer to leave the tray or trolley outside their door. After
appropriately. Trays must be placed in a safe position where there is no checking that everything is to the guest's satisfaction, wish the guest "Good
chance of their falling or being accidentally knocked over. A tray should not evening and Bon appétit" or some other suitable phrase. Inquire if the lights
be dangerously balanced on suitcases, the corner of a table, on the bed or or music should be lowered if this seems appropriate.
on books and other papers. Trolleys should be positioned out of the way. Serve Beverage Items In Accordance With Enterprise Standards and Guest
especially away from what are the obvious traffic routes in the room. Requirements
In some establishment, room service staff will be required to position room Room Service staff may be required to set up a long bar in a guest room.
furniture in accordance with the customer's requirements. For example, a These are standard bottles instead of the miniatures usually found in a mini
customer may require the four-seater dining suite to be set for two which bar. If the customers have invited customers then they may request room
would require removing two of the chairs safely to one side. On other service staff serve drinks to the customers. Room service staff should be
occasions. furniture may have to be shifted to accommodate the trolley so serving beverages with the same level of skill as beverage is served in the Bar
that it is closer to the service area. Vases may have to be moved so that they or restaurant. Mixed drinks may be pre poured and presented to the
better compliment the dining setting, and even drapes may be drawn it customer on a tray. Room service staff need to be aware of the customer's
requested. physical position and make it easy for the customer to take a glass from a
Identify Room Service Items That Have Been Supplied and Confirm Order tray.
with Guest The same sequencing should also apply to beverage service as in a
A room service order, when delivered has to be checked in front of the restaurant, so if there is a pre-dinner drink, then that should be served first
customer and receipt of service acknowledged, either by signing an account followed by the first course. If requested, staff will open and pour any
or an order receipt. With both frays and trolleys, advise the customer of any bottles of wine. If customers are seated at the table then staff should serve
potential hazards such as what is hot, what is sharp, what may be heavy in sequence, clockwise or anticlockwise always ending with the host. Wine
where heating elements are, etc. If an electrical hot box has been used for bottles should then be placed in a wine bucket with ice if they are to be
the room, plug it in to the electrical outlet to keep the food hot, if it is served cold or on a sideboard or table if served at room temperature. When
establishment policy, staff may also respond to the customer's request to set staff depart, they should check that the customers can reach the bottles of
out the order. Removing all the items from the tray and positioning it neatly wine easily to refill glasses. Room Service staff may need to serve hot
an the table in the same manner as if setting a cover on a restaurant table, beverages, such as tea or coffee, if they are in a pot or dispenser. With new
also remove the covers off the meals and position them appropriately. hot technology, espresso coffee may be brewed in the customer's room or
food should remain covered and the customers shown how to remove the Butler's pantry. The service of hot beverages requires attention to detail with
cover safely when the dish is needed. If food has been stored in the hot box, appropriate milk, sugar or sugar substitutes.
explain to the customer how to safely remove it. When requested, the room
service attendant may also open and serve the wine or champagne to the
customer. As dishes are repositioned or have their covers removed, it is LESSON 4: PRESENTS ROOM SERVICE ACCOUNTS
standard practice to announce to them with some dishes, simply stating Verify Room Service Documentation Prior to Presentation to Guest
their name may be sufficient. With the specials and the more uncommon The method of payment is confirmed when order is taken. Room service
dishes, it may be necessary to offer a brief description or explanation of deliveries will require room service staff to abtain a signature from the guest
them. While this explanation of the dishes is all part of the service offered by for the items delivered and confirm if it's to be charged to the room account,
room service, staff must be alert to the signs that indicate such explanation in some cases the guest may wish to pay on delivery, and if they use cash
is not necessary. During the explanation. it is common for some customers then room service staff will need to issue a receipt.
to ask follow up questions, good product knowledge will enable staff to Account Docket/bill should include:
answer them, but if staff cannot, they need to check if an answer is required 1. Room Number
or if the question is part of polite conversation on behalf of the customer 2. Registered Guest Name
and no answer is required but on other occasions an answer will have to 3. Account type, Paid on delivery by credit card or cash or charged to the
reported back either by message or in person. Where an arder has had any guests room account
variations to the menu it's important to make the Customer aware that their 4. Delivery time/date
request has been consented to. 5. A List of items and the cost of each
Serve Food Items In Accordance With Enterprise Standards and Guest 6. Total Cost
Requirements Including any surcharges such as delivery fee total cost. Before the account is
Room service staff will require some basic cooking knowledge, when presented to the quest for signing, it is part of a room service waiter's job to
presenting the room service order to the guest it may be necessary to make sure it is accurate. Always check the details. Checking is usually done in
assemble some dishes, add dressing to salad, garnishes to hot food items the kitchen prior to delivering the tray/trolley and it involves:
such as fresh ginger and spring onion to steamed fish, or adding cold items Checking to ensure that only what is delivered is charged for, there may be a
to hot for example cream with thick soup or ice-cream with pie. This may shortage of an item or it may be unavailable, always check items that are
occur in front of the guest or in a Butler's pantry or server area. Unless advertised as being "free of charge" are not charged for, such as the wine
special arrangements have been made staff will serve the first course, and that was part of the weekend package. Ensure that any special deals that
then depart, leaving the guests to serve themselves the remainder of the may apply via package deals have been factored in such as breakfast. Check
meal/courses and the beverages. It is uncommon for room service staff to that correct and current prices have been used and make sure that all
stay in the room and act as a personal waiter/butler for the entire meal. If "extras" that can ethically be charged for, have been included ensuring the
the guest's room rate includes a butler room service staff may have to assist accuracy of all extensions and additions It's important to re-check the room
with the service. If it's required to set a table for the meal, it should be to the number and guest name against the list of in House guests.
same standard as in the restaurant, The aim is to make a room service meal Present Room Service Account to Guest
such a pleasant occasion that the guests will want When room service staff have delivered an order and completed explaining
to repeat it and will tell their friends about in a positive light. and presenting the items, the customer will be presented with an account.
All normal table setting items should be set, crockery, cullery, salt and offered a pen and asked to sign as confirmation of delivery also confirming
pepper, flowers, inertitelasses and napkins. Care should be rakend posure how the account is to be settled. Most commonly customers will add roam
the cleanliness has terms, and a final check given to the table to ste that it is service charges to their room account, when presented with the account
balming setting with a roverall appeal. A suite of rooms able to see separate they will sign and confirm the room number and charge to room account is
dinning seting seth sarange of crockery and cutlery etc. for use in that suite. confirmed.
When seisoenent seat the guests, including lapping the nose in that In some cases guests will elect to pay for their room service separately by
Scommence service. When room service staff are ready to depart, explain cash or credit card.
the 1. If the Room service account is to be charged to a credit card: Room
process for dirty dish collection, this may be printed on a tray card or service staff will need to have the correct documentation, this may also
enquire of the guest whether they espuld like the trays/trolley picked up the apply if the guest is using a voucher or gift certificate.
and ask for a time or request the guest contacts room service or whether
2. If a guest pays with cash: Thank the guest sincerely for their payment return of dirty items for clean, All supplies such as salt and pepper are
especially if the guest says "Keep the change". Staff should check that the refilled and stored in the Room service dry store. Items such as bud vases or
amount tendered covers the account total bread baskets may need separate washing or cleaning before reuse or
3. The other alternative is: Room service is paid for by a third party in the storage.
form of a gift card or third party account. The process is the same as the Undertake Ancillary Duties in Conjunction with Clearing of Room Service
guest charging to their room. The payment needs to be recorded and a Items
receipt issued. Room Service staff work in coordination with several other departments. In
Process Payment of Room Service Account conjunction with Housekeeping, or concierge or customer services room
The account or bill is checked before leaving the Room service preparation service staff will deliver special items of food or beverage such as a fruit
area but once the order has been delivered adjustments may have to be basket or a soft drink not found in the Mini bar such as root beer or blood
made, for example the customer may, having seen the dish and decide they orange juice. This can also include complimentary items for VIP or special
don't want it, or the beer you brought up as an alternative to the one they customers such as fruit baskets or local produce baskets. When a Customer
ordered may not be to their liking so it has to be deducted from the account. has identified a food allergy such as peanuts or dietary requirement such as
When all is confirmed correct the account is presented and the customer artificial sweetener for a diabetic, room service may have to remove or
should be asked to check the account and then sign in the appropriate place. change items in a customer room. Customers can access a wide range of
Their signature verifies that the food and beverage was received. You must news media on the internet but still like a morning newspaper delivered with
not forget to ask the customer for their signature, as the room service breakfast. Room Service may need to coordinate with Porters in the delivery
docket is the only record the cashier has to validate that the charged amount of mail or messages, Customers may receive mail or packages which may be
has been paid. The docket could be considered invalid if it does not have a distributed by room service with a newspaper delivery, Porters and
signature. When presenting the account, the customer may like to pay cash, housekeeping staff may assist in the collection of Breakfast doorknob Menus
if the amount given requires change, and you do not carry a cash float, you and in notifying Room Service when customers have left trays and trolleys
should inform the customer that you will return with the change on the next outside their rooms or require them to be collected. Room service staff will
delivery run. The majority of customers will be happy with this process. need to cooperate with other departments to meet customer requests. In
Before leaving the customer's room, you should advise the customer on some establishments during the summer period room service may be
where to leave the used tray for collection. Some establishments prefer required to staff a Poolside bar and food service area. Also serve at special
customers to ring room service: some prefer to have the fray/trolley left dinner parties or functions with the Functions staff. In some resorts room
outside the room: In some cases room service will return and clear the room service may have to set up and serve a meal in a remote location on the
the next day (in cases where there may be a party in a suite). beach or by a lake. Customers may also request a picnic basket or packed
lunch through room service. With Groups or tours that are taking day tours,
room service staff may have to provide packed meals and travel with the
group to serve. Remove alcoholic beverages from the room to comply with
LESSON 5: CLEAR ROOM SERVICE religious requirements.
Remove Room Service Trays, Trolleys and Service llems from Guest Rooms
And Floors Chapter 6 Receiving and handling guest concerns.
After room service has been delivered, used frays and trolleys which need to In the Hospitality Industry, it is our duty to attend to the guests need and
be collected. Room service staff will have to do a floor check to collect trays satisfy them because: it increases the customer lifetime value, it maintains
and trolleys. This must be done regularly as trolleys and trays that are left their loyalty and repurchase intentions, it maintains the reputation of the
out in the corridors look untidy and present a risk to customers, Checking for establishment, and etc.
room service trays and trolleys is a task that needs to be included as But complaints are inevitable in almost every restaurant, even in the best
standard duties. so that sufficient time is allocated for it. Usual practice is to ones. These often happen because from time to time, the wants and needs
check floor-by-floor: if you are on a floor you may as well check for and of a guest changes along with the environment the business is operating.
remove all the trays/trolleys while you're there. This clearing can be LESSON 1: COMMON REASONS FOR GUEST'S COMPLAINTS
undertaken at any time - day or night - but you must remember to be quiet According to E. Laird Landon Jr.. Consumer or Guest Complaint is "an
when clearing, because customers may be asleep: without sufficient care, expression of dissatisfaction on a consumer's behalf to a responsible party."
clearing can be a very noisy affair with cutlery, crockery and glassware First, let us recognize the common reasons for the guest's complaints:
knocking into each other. Where you clear a tray/trolley and all the items Expectations are not met
that were delivered are not there when you clear, the accepted practice is Lack of warm greeting
not to knock on the door and make enquiries. Housekeeping may well locate Lack of politeness/unaccommodating attitude of server stock
the item tomorrow when they clean, or the customer may leave it out later Unsatisfying replies to guest's request
on. It may also be the case that someone walking past has stolen the item. It Foods are not delivered on time
is common practice for housekeeping staff to report when trays and trolleys Unhygienic utensils used
are left in rooms or corridors. At other times the clearing of room service Noisy surroundings
trays and trolleys may be combined with other duties such as collecting Cramped dining area
breakfast menus from door knobs, or distributing newspapers. Now, these complaints can be either good or bad for the establishment. It
Return Room Service Trays, Trolleys and Service Items to Appropriate can either drive customers away, or improve customer's loyalty. Generally.
Location 9% to 37% of unhappy customers complaints are receive by the firm while
Once the trays and trolleys have been collected from the rooms and floors. the rest never bother to complain because:
they need to be returned to the room service area for dismantling, cleaning 1. They think the act is a waste of time.
and resetting. Sometimes speed is essential, especially where there is a 2. They think no one will give them concern and time to take action to their
heavy demand on limited resources sometimes this is caused by the complaint.
weather, or it can be a special event on television or internet, a sports match 3. They do not know what to do or where to go.
or concert that all the customers seem to want to stay in and watch or Is Complaint Essential to the Industry?
simply there are a number of Customers who prefer to dine in their room. Complaints give the organization further reason to further develop their
The general procedure would be to unload all trays from the trolley. guest experience. Complaints are given freely to the guest, not solicited by
Start by emptying the food rubbish into the appropriate bin or rubbish any recipient organization and usually come unexpectedly.
receptacle and any recyclable items into their receptacles. When the trolley A well-handled complaint may result to:
is empty check the operational condition and safety of trolley wipe off visible 1. Increase in the possibility of the guest to come back in the future.
dirt and clean and sanitize trolley, store the trolley, or reset for immediate 2. Development in the image of the establishment.
re-use. Some trolleys will fold or concertina for storage. Clean frolleys may 3. Improvement of the employee's service towards other customer.
be set with basic settings in preparation for the next meal period. Dirty linen 4. Increase in knowledge regarding the guest's needs.
is placed in the dirty linen basket or bag to be sent to the laundry. There may Meanwhile, a poor-handled complaint may result to:
be a document to complete especially if the linen process requires the 1. Guest having a bad image of the establishment.
2. Time and energy consuming. makes the guest feel that everybody at the restaurant cares about them.
3. Loss of customer. "No one's trying to sweep the problem under the rug."
Most people believe in the saying "The customer is always right", 5. Share. Inform your team about guest complaints, so they can learn from
nonetheless, the truth is they are not. But still, a guest is still a guest, and them. For example, if you receive complaints about undercooked steaks.
this simply means that solving the problem is far more important than remind your cooks about your temperature guidelines.
knowing who is right. Solving the problem without blaming yourself or other B.L.A.S.T. Away Complaints
may be a way to attain the guest satisfaction. 1. Believe. Don't let pride cloud your thoughts or confuse your goals. Believe
Types of Guest Complaints the guest and the guest's perception.
1. Attitudinal complain occurs when guest feel unwelcomed. unimportant 2. Listen. Allow the guest to tell you everything. Ask questions and make eye
by the attitude of the hotel staff. contact.
Example: "The waiter was rude", "Front office agent was not welcoming", 3. Apologize. The genuine and sincere apologizing to the guest for his less-
"Operator was unfriendly" etc. perfect experience. remember that the guest perception is their
2. Service Related Complaints - These complaints target the service of the 4. Solve. He can’t take change and own the problem. fix the problem used to
hotel. avoid trying to buy the guest happiness. make sure the way you resolve the
Example: "Food is blunt", "Server missed my order of side of French fries"," issue leaves the guest happy and with intent to return soon.
Operator is not answering my phone" 5. Thank. Sincerely thank the guest for bringing the issue to your attention
3. Mechanical Complaints malfunction. These complaint deals with and giving you opportunity to resolve it.
equipment Some Examples Why Hospitality Industry Workers Must Have Empathy
Example: "My ac is not working". "There is no hot water in bathtub". "No 1.Listening empathically, makes people feel as if their needs are being
signal in TV" attended and they really being listened to.
4. Product Related Complaints these are associated with tangible aspect of 2. listening with empathy gives guest Aa positive experience of the
the hotel. hotel/restaurant and of you as a worker. Guest will always remember the
Example: "This fumiture looks wom out". "There aren't enough umbrellas at worker who fully paid attention and cared about their concern against the
the beach", "Snorkeling gears run out very quickly of the dive shop worker who offers a quick solution.
LESSON 2: HOW TO HANDLE GUEST COMPLAINTS? 3 when you acknowledge how the guests feel you are letting them know mat
In making complaints, some guests portray the following characteristics: they are understood
1. Lack of courteousness when communicating 4. Empathy improves communication and strengthens relationships
2. Harshness s Empathy helps to establish trust.
3. Unreasonableness 6 Empathy and trust are essential to developing solution winning and
4. Rudeness maintaining business, and avoiding or resolving conflict
5. Lack of understanding towards the establishment's limitation Strategies for Service Strategy
6. Emotional Service recovery is how you remedy a failed service encounter with a
We should always be prepared to encounter such behavior and keep in mind customer. In other words, take action to the guest complaint in shortest
that a complaint is evidence that we have not met customers expectation. possible time. If involves
1. Approach the Guest.The correct approach to the guests is the key to 1. Apologizing
success. If possible. address them by their respective name (E.g.: Excuse me, 2. Solving the problem
may I help you Sir Samuel?) and ask them politely if there is a problem. 3. Compensating the customer with something
2. Listen to the Complaint.Always listen calmly to the guest. They have Ninely five percent of customers who has a complaint that a handled
complained for a reason and it is important to empathize why they are efficiently and promptly will not only continue to do business but will
complaining. Show a personal interest in the problem, and never argue with become even more loyal (Wharton Business School).
guest as it only aggravates the situation. Paraphrase their complaint in your So how do you make amends or appease the customer? Through:
own words to determine whether you have correctly understood the 1. Product replacements,
situation, 2. Good will gifts.
3. Apologize To The Guest 3. Free of charge services, etc..
Never be afraid to apologize for the mistake. Many guests are simply looking How to Deal With Difficult Customers?
for an apology and acknowledgement of their complaint, yet many 1. Approach them professionally and not personally.
companies are uncertain to admit they made a mistake. After apologizing, Taking things personally may damage your professional reputation
tell the guests what can be the best solution and offer choices. Don't 2. Check your customer service attitude.
promise the impossible, and remember the limitations of your authority. Attitude is the key to success. Treat the guest as politely as you can.
4. Take Proper Action On The Complaint 3. Your attitude towards customers influences your behavior.
Set an approximate time for the action you're about to do. Then, monitor 4. Your attitude determines the level of job satisfaction.
the progress of the action done to resolve the guest complaint. After that, 5. Your attitude affects everyone who comes in contact with you.
follow up. Even if the complaint was fixed by another staff, inform the guest 6. Tone and body language reflect your attitude.
to ensure that the problem was resolved satisfactory. Useful Tips for Dealing with Complaints
5. Record The Complaint 1. Try to remain calm when dealing with a complaint. Be calm if the
Have one place to record complaints and the actions taken to resolve them. customer becomes irate or confrontational. Your ultimate aim is to turn their
Detail the complaint so that you and the other staff know exactly what the negative experience into a positive one, but arguing back will only make the
problem is because in the future, this will let you see if the problem will situation worse.
emerge again. Complaints about a particular process or product might 2. Complaints should always be resolved as quickly as possible. The aim is
indicate that changes need to be made. This will also let the other staff see to make the customer feel as though their problem is being treated as a
what was done to resolve complaints in the past. priority, without being rushed.
Reach for the S.T.A.R.S. 3. Keep comprehensive records of all customer complaints, from the initial
1. Sorry. Apologize and avoid finger pointing. problem to the eventual solution. You can then periodically assess these
2. Thank you. Thank the guests for taking the time to point out the problem. records, identifying any common complaints, and taking steps to improve
Only a fraction of guests does. You can't fix the situation until you know company processes.
about the person. Recommend to the manager "table touches" to root out 4. All customer-facing staff members should be trained to deal with
problems. complaints. If possible, give your employees some authority when it comes
3. Act. Quickly resolve the issue. If the food wasn't to a customers' liking, re- to issuing refunds or other consolatory gestures, Forcing the customer to
cook it or prepare something else, if they prefer. wait for a manager can make a bad situation worse.
4. Recover. Offer something extra to mend your relationship, such as a free LESSON 3: FOOD AND BEVERAGE SERVICE SEQUENCE
dessert or a discount on the next visit. Some requires employees to notify Greeting and Seating
managers of any issues so they can ensure the guest leaves satisfied. It
1. Guest should be greeted and welcomed with recognition, and should be Keeping a complaining one should be the top prority so you can afford to be
helped with their coats and bags. generous in your time and effort.
2. All guests are properly welcomed at the entrance.
3. Guest are greeted warmly.
4. Ask guests' names to acknowledge them.
5. Use guests name at least twice during conversation.
6. Offer choice of seating.
7. Table setting are adjusted to the number of guest.
Menu Presentation Service Standards
1. All Beverage menu should be clean and in good condition.
2. Menus should be at least 2/3 languages.
3. Menus must be presented to guest openly. Present menu in the guest
table and open the first page.
4. Must have non-alcoholic option in case hotel have license to serve Liquor
at restaurant.
5. Always point any recommendation or house favorites.
6. Inform the guest that you will take their order when ready.
7. Maintain eye contact and approach at the appropriate time.
Order Taking Service Standards
1. Staff should have a warm smile and polite attitude, Approach guests' table
within 10 seconds whenever they need to order.
2. Always prepare a note pad and a pen.
3. Be attentive at the guests' table.
4. Offer recommendation.
5. Always repeat the guests' order.
6. Inform guest the expected service time.
7. Estimate the serving time.
Point Of Sale Key In Procedure
1. Double check all the key in order before sending.
2. Barman should serve the drinks with the specific POS ticket.
3. Key in order into the POS system accordingly.
4. If any wrong order key in, look for assistant manager or above to void it
Immediately.
5. When barman gives the drinks to the waiter it should be with the POS
ticket.

Order Delivery Service

1. Waiter reviews the order and put on tray.
2. Quality check by every staff.
3. Acknowledge the guest 2 steps before approaching the table.
4. Offer to pour beverage.
5. Leave the table by saying: "Is there anything I can assist you at the
moment?"
Handling Bills and Final Settlement
1. Ensure the bill is accurate, Always Double check the bill before presenting
it to the guest.
2. The bill is presented in a company bill folder and pen, retire from the table
and stay within the vicinity.
3. Recover the check and means of payment.
4. Thank the guest and process quickly.
5. Payment should be done in 4-5 minutes.
Guest Departure and Fond Farewell
1. Thank the guest by name and bid farewell to all members of the party.
2. Help customers leave their table.
3. When assisting the guest, ensure ladies first.
4. Always says: "Hope to see you again."
Costumer feedbacks are essential to all establishment: not only because you
can gather valuable customer insight but because it allows you to identify
product or service failures.
There is no understating it, complain handling is an invaluable opportunity fo
your organization to identify areas of improvement. Allowing such
expressions of dissatisfaction to be met with positive responses and doing
improvements are crucial to any successful business.
Take Note:
Be positive.
Take things professionally and not personally.
• Aim for customer satisfaction, not just service.
Solve problems without blaming yourself or others.
Remember attitudes are caught, not taught.
It costs at least five times as much to gain new customer than keep an
existing one.