Training Module- Waiters

Bar/ Lounge

Hotel SOP Manual

How to Welcome the Guest…DEPT:     F&B – Blue Tunnel Bar

Objective:  1. To make the guest feel welcome and acknowledge regular guests2.To maximize the guest satisfaction

Steps: 1) Welcome guest Stand upright with eye contact and smile besides the hostess desk or at the entrance.

2) Greet the guestGreet the guest by saying, “Good Morning/Afternoon/Evening, If you know the name:Mr. / Mrs. ???? If you don’t know the name: Sir / Madam. Welcome to -- (Name of outlet)Followed by: A table for ....... ? (Mention the accompanied number of persons)or A table for how many guests would you like? Bring the guest the table.

How to Guide the guest to the Table

DEPT         :     F&B – Blue Tunnel Bar

Objective  ?1.    To maximize guests satisfaction.2.    To ensure the guests is acknowledged3.    To ensure the guest is offered assistance in seating

STEPS  AND TANDARDS THAT MUST BE DONE1) Lead the guests to the table.Say “Would you follow me, please, Mr./Mrs./Ms. XXX ’,then  show the way to  the guest by  using your open palm,(Not the finger).Walk in front of the guest, not  more than one meter and do not walk too fast, occasionally back if the guest is following you.

2) Check satisfactionUpon reaching the table, say, “will this table be all right for you, Mr. /Mrs. XXX or Sir/Madam?”

How to Guide the guest to the Table

3) Assist the guestsPull the chair out for the lady with a smiling face.Say: “There you go Mr. / Mrs. XXX or Sir / Madam "while pointing to the open chair. Helps the lady to be seated by standing behind the chair, positioning the two hands on the chair shoulder, keep left leg straight, right toe to push the end chair forward towards the table. Be careful not to push to fast or hard, otherwise you might hurt the guest. Also don’t be too slow, otherwise the guest might “miss” the chair and fall on the floor.

4) Wish the guest a pleasant breakfast, lunch or dinner  Say: “Thank you and I wish you a pleasant breakfast / lunch / dinner”

DEPT         :     F&B – Objective: 1.    To maximize guests satisfaction.2.    To ensure the guests are quickly attended to3.    To ensure the guests are aware of the special to enhance the guests’ choice and to generate potentially additional revenues4.    To avoid disappointment should the guest order a dish which is not available.

STEPS : 1) Check the state of the menu  Hostesses should always check all the menu pages and cover to ensure the menus are clean.

2) Self introduction.“Good Morning/Afternoon/Evening, Mr./Mrs. Sir/ Madam, my name is ........., here is the menu please”

How to Present the Menu Card..

3) Presenting the menu.

Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first page) in front of the guest and say: “This is the drink list / beverage menu, please” (use your right hand).  If there are ladies in the group, serve the elderly lady first, gentleman next, host last.Leave the winelist on the corner  of  the table close to the host and inform the guest.

4) Explain which dishes are not available for that dayApologize and explain to the guests which dishes are not available. Say: ”I am terrible sorry but the ......... is not available today, instead I would recommend, ..............

How to Present the Menu Card..

How to Upsell Beverages and take a Drink Order

DEPT          :     F&B – Blue Tunnel Bar Objective1.    To maximize guests satisfaction.2.    To ensure the guests are aware of the special to enhance the guests’ choice3.    To generate potentially additional revenues4.    To avoid disappointment should the guest order a beverage which is not available.

STEPS   1) Request Statement: “Order-takers Are Order-makers” Ask the guest what they would like to drink. Say: “Excuse me sir / madam or Mr. / Mrs.  XXX, what would you like to drink?”

How to Upsell Beverages and take a Drink Order

2) Suggest

During the order process, you will need to make suggestions to the guest in order to upsell beveragesSuggestions can be:-    Daily special-    Weekly cocktail-    Wine of the month(Always describe the choice  positively and in detail)E.g. say: “May I suggest today’s special, which is a XXX, shaken or stirrer and presented in a beautiful glass with colourful garnish "Ask open questions, where the guests can not say no to.

3) Thank youThank the guest for their order.Say: “Thank you for your order, I will bring it to your table in a few minutes”

DEPT          :     F&B – Blue Tunnel BarObjective: 1.    To maximize guests satisfaction.2.    To ensure the guests are quickly attended to without too much disturbance

STEPS  1) Prepare the serviceCollect the drinks from the bartender.Place the drinks on the non-slip tray together with tit-bits, a coaster and a linen cocktail napkin.For tit-bits service see SOP 08

2) Approach the table.Go to the guest table by carrying the drinks and tit-bits on a tray. 

How to Approach Table to Serve Beverages

3) Present the drink.

Stand by the right side of the guest with right leg slightly in front and kneel next to the table and say “Mr./Mrs./Ms./Sir/Madam ..., here are your beverages. Place the coaster in front of the guest. Hold the stem/base of the glass and put the glass on top of the coaster and out the linen cocktail napkins on the right hand side of the beverage.Say “Mr./Mrs./Ms./Sir/Madam ...., this is your ..... (name of the beverage), please enjoy it” with a smile and an open palm pointing to the beverage.

4) Leaving the table.Quietly back off away from the table, keeping your eye on the guest to ensure they are able to catch your attention should they require anything else. Smile if there is eye contact when you back away from the table.

How to Approach Table to Serve Beverages

How to Serve Snacks to the Table

DEPT         :     F&B – Blue Tunnel

Objectives1.    To maximize the guest satisfaction2.    TO be professional in the delivery of personalized service at all levels of interaction.

STEPS    

1) Serve tit-bits to the guests.Once the guests order beverage and you print it through POS, you get to bar counter pick up beverage with the tit-bits together. There is no charge for these snacks. One container of snacks is usually provided for one table.

DEPT         :     F&B – Blue Tunnel Bar 

Objective:1.    To maximize guests satisfaction.2.    To ensure the bill presented is the correct one3.    To ensure the bill folder is clean4.    To ensure the bill presented in a timely manner5.    To ensure the guest is thanked for coming to the restaurant STEPS    1) Print out the bill from the POS machine. Use personal code/swipe card to obtain approval to access. Pick up table/bill number to print. 2) Check the bill. Check for the correct table, number of persons, food and beverage ordered items. Add missing items if there is any. Check if the typing is clear & tidy enough. Place bill into a clean bill folder with (working) pen and guest’s comments questionnaire.

How to Present a Bill…

3) Present the bill. Stand at the right side of the guest and say,“Excuse me; Mr./Mrs./Ms./Sir/Madam ......., here is your bill.”Put the bill in front of the guest, open the bill folder, put a pen on it, point at total amount, but do not announce amount unless the guest asks you to do so. Return change/slip and say, “Mr. / Mrs. / Ms. / Sir. / Madam ..........., this is your first and final copy, thank you.”Leave the questionnaire and pen behind and say, “Can we take a minute of your time to fill out the questionnaire and give us your feedback on the dining experience in order for us to improve our product and services? Thank you.”

4) Bid farewell.Wish guest and say, “Have a pleasant day.” 

How to Present a Bill…

Thanks…..