f&b Training

Generic comprehensive F & B Training Manual

Basic Restaurant Training Manual

To be perfect is normal at Hotel Food and Beverage Department

Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs

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F&B TRAINING1. How does a good waiter / waitress look?

How does a good waiter look? What are the working tools of a waiter? well groomed hair neatly styled (in the locker room, never in the restaurant) no long hair (the neck has to be visible) well shaved, no moustaches or beard clean white shirt, pressed neatly not transparent black tie or as stipulated by the Restaurant no rings or bracelet use mild smelling deodorant after bathing always use clean service cloth wash your hands often always wear clean keep your fingers nails short and clean pressed trousers or uniform The chewing of gum and standing around with hands in the pockets are two absolutely forbidden practices. wear dark socks, clean black shoes wear comfortable shoes for the good health of your feet theses should be with you all the time: - order pad - pen - wine-opener -

Always be friendly and smile The guest will be very grateful


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DEPORTMENT AND POSTUREBy now you should have the appearance of a Professional Service person. Now you are ready to go about your work. This is referred to as your style or deportment.

The Running Waiter:Running waiters give the guests the impression that cannot cope with their work and that they are not in control. Dont be a running waiter. A sense of urgency: yes. An impression of panic: no.

The Slouching Waiter:When things are slow in your dining area you must never lean or slouch. This body language tells your guests you are not really interested in them. There is an old Food Service saying when work is lean its time to clean. There are always things to be cleaned in a service area.

The Confident Waiter:This is you. You know what you are doing; you have a job to do and you know how to do it. Your movement is purposeful: if you go to the kitchen you are going for a reason. Not just appear busy


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POSTURE AND BODY LANGUAGEA good posture is critical to building guest confidence, always be conscious of how you look to the guest. If you are unsure of your posture, look in the mirror or ask your workmates, walk tells guest a lot about you. Walking in the restaurant is important. It is done at a brisk pace giving guests the impression of confidence and purpose.


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Generic comprehensive F & B Training Manual This ability to understand, control and send messages through body language is a must. The message you want to send is one of confident, efficiency, knowledge, caring and generally wishing to help. To send the right message, it is important to move quickly and with purpose, look at the face of the guests who is speaking to you, smile and never slouch, lean or move slowly. Your table might be OK at the moment but is everyone s else. Guests in other parts of the restaurants will be very upset seeing you moving around slowly when they are waiting for another waiter to serve them. Remember, body language can be one of the strongest ways of gaining guest confidence, so be aware of how to use it in a positive way and then do it.

LanguageWhen addressing guests in the restaurant, always be aware of how you are sounding to them. As well as, remember good manners, if you need to attract your guests attention or interrupt always say excuse me please. Remember, the way you sound to your guests is part of the way the guest will react to you, if your guest reacts positively to you, the more you will enjoy giving good service, and the more rewarding your profession will be. Please speak clearly and if necessary repeat what you have said. In Thai culture speaking softly is very polite and is what we want you to do. However when dealing with a foreigner please do not forget and speak up. This means not shouting but speaking noticeably louder as you would to a Thai guest. Do not be afraid a louder voice will not disturb the foreign guest but actually enhance his/her dining experience. If you do not understand the guest do not be shy and ask Excuse me could you please repeat that? The second time around you better be prepared and listen and understand. If you really have difficulty understanding the guest, inform your Head Waiter or MaitreD.

Team work work together communicate well help each other be friendly be ready for service

Team work is necessary to give the guest a comfortable and enjoyable visit to your restaurant. Also it helps to make your work easier and more fun.


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Never!!! be unfriendly to your guests and co-workers talk too much with your co-workers at the bar-counter or restaurant area talk too long with well know customers, forgetting your other work dont get involved in discussion with your guests speak badly about guests or other staff chew in the restaurant or eat or drink anything in the public area drink at the bar counter run in the restaurant dont shout or call loudly in the restaurant dont say to a guest: This is not my station refuse to accept an order from a guest who is sitting at another station point with your finger clean your nose in the public area scratch your hair or other areas

Attributes of the Service StaffTo make the guest satisfied the restaurant staff must have some attributes which are absolutely fundamental to good service. The first attribute is cleanliness ! The second attribute is conscientiousness ! That means to be conscientious in your work and to always know what has to be done without having to get a special order from your superior. The third attribute is a methodical mind ! In situations where you will meet problems, you need this attribute. Its a kind of fast thinking to help you to solve a problem quickly to the satisfaction of your guest. Your personal bearing is very important and the staff should show always a certain dignity without being haughty. Despite the burden of work, despite heavy exertions sometimes, it s desirable that the facial expression always shows friendliness.


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Generic comprehensive F & B Training Manual A strict discipline of course is indispensable. For this it needs inner and outer at tributes. The inner attribute : a good memory conscientiousness always in the same good mood Service mind and genuine pleasure in serving others personal bearing well-groomed appearance technical skill Approachable and friendly facial expression and body language

The outer attribute :


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Generic comprehensive F & B Training Manual PERSONAL RULES

The most important rules of restaurant service: Pay attention to these service rulesEvery profession has its rules, restaurant service more than others. There are personal rules, rules for carrying plates in the right way, other rules for working in front of the guests. However, these rules are logical and make your work easier. O.K., lets start with the first, our personal rules:

The personal rules : Chewing chewing-gum and smoking during working hours are not allowed.

(Explanation unnecessary!!!) Noises are the sign that the service staff member has forgotten one of his main duties: to allow the guests a relaxed and pleasant dining experience. So its important, that we carry china and silver ware smoothly and quietly.

Prevent collisions with your co-workers, simple, if you follow these rules.1. 2. 3. 4. 5. Remains standing quietly Walk in the right-lane system Never walk backward Never turn abruptly Do not walk or stand directly behind a co-worker

Walk forward, only forward You will discover very soon that the service flow goes more easily if you walk always forward. Another advantage is : you will show your customers a picture of quiet and elegant movement. Idling is a waste of energy and a sign of lack of concentration. Always think first to see if you can do two things at one time.

The rules for carrying plates, glasses, cutlery and other itemsThe left and the right hand have two different functions: The left hand is the hand of carrying. The right hand is for serving. Cutlery, glasses, cups and other small items are to be carried always on a tray-not just in your hand. To prevent noise and to prevent sliding always use a tray cloth.

Platters will be always carried in both hands to the guest table. The service cloth will belaid over the cloth to make sure that you can touch the platter on the two points.

Legumiers, bowls and saucier will be put on an under liner with a doily.Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 8

Generic comprehensive F & B Training Manual TABLE CLOTH SET-UP Molton : The molton is exactly the same size as the table. Table cloth : Its the visible, most important part of the table laundry items, and should always be set up with care. Napperon : Mostly the napperon will be placed diagonally to the table cloth. Its important that the four edges of the napperon hang down on each side equally. First put the folded table cloth on the table, with the middle edge above and the two open edges below. Hold the table cloth with the middle edge between your thumb and forefinger and the middle finger.Now lift the table cloth and swing the open part over the opposite table edge. to free the spread it Then open the thumb and forefinger middle edge, release the cloth and evenly across the table. The table cloth must hang down on each Side equally. When covering a round table ensure edges of the cloth hang evenly and fold of the cloth is aligned with a room.To make a proper set-u you thats why you have to practice a lot. But later you will find it easy after practiced it.

that the four that the middle corner of the need experience,

you have

So, try, try and once more try!!!


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LAYING A BANQUET CLOTH

table

A Work in pairs, as a team Open out cloth up center of

acceptable standard. laundered, down the cente

Lay cloth over table B Check that the cloth is of an C Check that the drop is even. D If the cloth has been accurately the middle crease should run of the table.


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5.NAPKIN FOLDING Fold #1 Bishops Mitre 1. Fold napkin bringing top to bottom. 2. Fold corners to center line. 3. Turn napkin over and rotate turn. 4. Fold bottom edge up to top edge and flip point out from under top fold. 5. Turn left end into pleat at left forming a point on left side. 6. Turn napkin over and turn right end into pleat forming a point on right side. 7. Open base and stand upright.

Fold #2 Rosebud 1. 2. 3. 4. 5. Fold napkin in half diagonally. Fold corners to meet at top point. Turn napkin over and fold bottom 2/3 way up. Turn napkin around and bring corners together; tucking one into the other. Turn napkin around and stand on base.


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Fold #3 Pyramid 1. 2. 3. 4. Fold napkin in half diagonally. Fold corners to meet top point. Turn napkin over and fold in half. Pick up at center and stand on base of triangle.

Fold #4 The Crown 1. 2. 3. 4. 5. 6. Fold napkin half diagonally. Fold corners to meet at top point. Fold bottom point 2/3 way to top and fold back onto itself. Turn napkin over bringing corners together, tucking one into the other. Peel two top corners to make crown. Open base of fold and stand upright.


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Fold #5 The Rose 1. 2. 3. 4. petals. Fold all 4 corners of open napkin to center. Fold new corners to center. Turn napkin over and fold all 4 corners to center. Holding center firmly, reach under each corner and pull up flaps to form Reach between petals and pull flaps from underneath.

Lady Windermeres Fan 1. 2. 3. 4. Fold napkin in half. Make accordion pleats, starting at bottom. Fold in half with pleating on the outside. Fold upper right corner diagonally down to folded base of pleats and turn under edge. 5. Place on table and release pleats to form fan.


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The Clowns Hat 1. Fold napkin in half bringing bottom to top. 2. Holding center of bottom with finger, take lower right corner and loosely roll around center, matching corners, until cone is formed. 3. Turn napkin upside down, then turn hem all around. 4. Turn and stand on base.

Arum Lily 1. Fold napkin bringing bottom up to top. 2. Fold corners to top. 3. Fold bottom point up to 1below top. 4. Fold point back onto itself. 5. Fold down each of points at top and tuck under edge of folded up bottom. Fold down one layer of top point and tuck under base fold. 6. Turn napkin over and tuck left and right sides into each other. 7. Open base and stand. r


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Generic comprehensive F & B Training Manual Cardinals Hat 1. Fold napkin in half diagonally. 2. Fold corners to meet at top point. 3. Turn napkin over with points to the top, fold lower corner 2/3 way up. 4. Fold back onto itself. 5. Bring corners together tucking one into the other. 6. Open base of fold and stand upright.

Bird of Paradise 1. Fold napkin in half, and then half again horizontally. 2. Then fold in half diagonally with points on the top and facing up. 3. Fold left and right sides down along center line, turning their extended points under. 4. Fold points of bottom corners underneath and fold in half on long end. 5. Pull up points and arrange fabric on a surface.


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Generic comprehensive F & B Training Manual 6.RULES FOR CARRYING AND CLEARING OF PLATES A stack of plates A stack of plates will be carried always with both hands. For this, place the service cloth around the plates. The plates may not be touched by our hands or our body. One plate One plate will be held between thumb and forefinger and the other fingers. But take care that you only touch the rim of the plate with your thumb. Two plates (1st method) The first plate will be held as above. The second plate will be pushed under the first plate to the fore finger. The other fingers will support the second plate. Two plates (2nd method) The first plate will be held again as above on picture 2. Afterwards, slightly turn your hand inwards. Now take the second plate so that it will be supported by the ball of the hand, the forearm and the little finger.


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Generic comprehensive F & B Training Manual Clearing of the plates plates (2 method) handle of the fork around) 90? Under the fork. same procedurend

The basic position is the same as Two Pick-up the first plate and touch the (to prevent other cutlery from slipping and then put the knife at an angle of Pick up the second plate and follow the as above and on and on.

Notes When clearing plates from in front of customers the following points are well worth remembering. A Wait until the head waiter gives the signal to clear. B Start clearing at the correct customer so that you move forward all the time. C Clear from the right hand side of each customer and remember to step back. keeping plates well clear of customers. D Remove debris quickly and quietly, taking care to put knives under fork bridges at right angles to forks. E Do not try to carry more plates than you can safely manage. F Practice clearing soup plates on under liners at home if possible, to get used to the sequence of stacking the soup plates and liners. Transfer plate from right to left hand and position cutlery. Place 2nd plate on Left Hand Bridge. Remove debris to plate to 1, positioning cutlery. Clear of customer. Repeat 1, 2, and 3 actions stacking cleared plates on left hand bridge.


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Generic comprehensive F & B Training Manual 7. TABLE SET-UP

1 2 3 4

=Napkin = Appetizer knife = Appetizer Fork = Soup Spoon

5 = Main Course Knife 6 = Main Course Fork 7 = Bread Plate 8 = Bread Knife 9 = Dessert Spoon

10 = Dessert For 11 = Salt and Pepper 12 = Water Glass 13 = Red Wine Glass 14 = White Wine Glass


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Generic comprehensive F & B Training Manual Basic a la carte place setting An a la carte place setting or cover is set on the table before the customer arrives. As the customers choose the dishes they would like from the a la carte menu, the place setting will be changed or expanded according to the dishes ordered by each guest. Before starting the setting, check if the table cloth setting has been performed correctly and that the chairs are in their correct position. How to prepare the set up The napkin is to be placed approximately cm from the edge of the table. It should be in the center of the basic a la carte place setting. The main course knife place on the right hand side of the napkin with the knife edge facing to the center. The main course fork place on the left hand side of the napkin. The space between the knife and the fork should be sufficient for a main course plate to be placed between them. The glass normally a red wine glass is placed approximately 1 cm above the knife. If the setting includes a second glass such as a white wine glass it is to be placed on the right of the first glass. The cruet sets salt and pepper must be on every table. Other condiments will be with the waiters mise en place on his/her service table. Place one ashtray on table in a smoking section of the restaurant. Have enough clean ashtrays on the serving table for the replacement of dirty ones. The bread plate with bread knife will be placed on the left side of the fork, with the knifes edge on the left side.

A carefully made set-up is the important thing which makes the whole service flow easily.Never set more than four sets of cutlery and three glasses


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Generic comprehensive F & B Training Manual The range of cutlery used is according to the number of courses and the sequence of cutlery is according to the sequence of courses. But never set more then four sets of cutlery and three glasses. If more cutlery and glasses are necessary they will be set up between the courses. A second knife, for example a fish knife, will be placed on the right side of the first knife. A second fork will be placed on the left side of the first fork and a little higher. Spoons will always be placed on the right side. For soup in a cup use a small soup spoon, soup served in a soup plate requires a large soup spoon. To suit the sequence of courses, the spoon may also be in second position if there is a cold appetizer served before the soup. The dessert cutlery is only set up if there is a dessert ordered in advance. The dessert spoon and fork are set up above the napkins. The fork should be above the spoon until the handle on the left and the spoon with its handle to the right. Before serving dessert the waiter will move these to the ready position on the left and right of the plate. For ice creams, mousses or parfaits the set up is a coffee spoon. For fresh fruits use a dessert knife and dessert fork. They are placed above the plate with the knifes handle on the right with its edge towards the guest. The forks handle goes on the left below the knife. Before serving dessert, place a finger bowl of cold water (no lemon) on the table. For cheese use the same set up without the finger bowl. Several glasses will be set-up as follows; if there are three glasses, the red wine glass will be above the knife, the water glass obliquely be used for various appetizers above on the left side and the white wine glass obliquely, below on the right side.

Cutlery to

The guest may order an appetizer to be served before the main course. The basic a la carte setting is then expanded by the addition of the correct appetizer cutlery. If no main course is required then the a la carte setting is removed and replaced by the correct appetizer setting. The following shows the correct setting for each appetizer. Special course Smoked Salmon,eel,goose liver, raw ham, dried meat Lobster, shrimp or crab cocktail Oysters Cutlery Appetizer knife Appetizer fork Appetizer fork coffee spoon Oyster fork Other Toast and butter

Toast and butter Finger bowl 20


Generic comprehensive F & B Training Manual Asparagus Artichokes Main course fork and eventually a main course knife Dessert spoon Snail fork Snail tong Coffee spoon Snail fork Served on an under liner (dessert plate) with doilies. Finger bowl, small plate for mussel shells (additionally a dessert spoon for pasta if the guest requires one) Finger bowl, and eventually a small plate for leftovers

Snails in the shell

Snails without shell

Mussels

Fish fork Fish knife Soup spoon Main course Knife Main course fork

Omelet Scrambled egg Pasta Farinaceous dishes

If there is special cutlery for the main course, the basic a la carte setting will be removed. Special course Cutlery Other

Special cutlery for special main courses


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Generic comprehensive F & B Training Manual Fish Fish fork Fish knife When serving whole fish, set a small plate for fish bones Toast and butter Finger bowl Small plate for shells

Lobster or Crayfish

Lobster fork Lobster Cracker Appetizer Fork Appetizer Knife Fondue fork for meat fondue Main course fork Main course Knife

Meat fondue

Cheese fondue

Fondue fork for cheese fondue

Bread cut in cubes

8. SAUCES, CONDIMENTS AND ACCOMPANIMENTS Salt and Pepper (1) Check and fill everyday. Check that the holes are not obstructed. Sugar Bowl (2) Clean and fill every day. Check that the sugar doesnt stick to the bowl or has become lumpy. Mustard Bowl (3) Clean every day. Take the mustard out of the pot, clean the pot properly, refill with mustard. This is done to prevent a black edge on the pot.Two drops of oil can be added on the top to prevent oxidation if not used. Liquid Condiments (4) Worcester, ketchup, Tabasco and Soya sauces have to be filled up before service, and the stopper and the neck of the bottle cleaned.


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Generic comprehensive F & B Training Manual Vinegar and Oil Bottles (5) Must be kept full all the time. Clean the outside of the bottles. If the contents are not clear any more, empty the bottle, wash it out, just with water, no soap and refill it. Parmesan Cheese (6) The cheese must look loose and appetizing and must be filled up all the time. The same procedure has to be done with jam-and honey pots. Tooth Pick Box Has to be filled up all the time with best quality hygienically packed tooth picks.

Bread Baskets Check for cleanliness.


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Generic comprehensive F & B Training Manual Accompaniments as part of the set-up Every basic table set-up needs salt and pepper, which will be removed before serving desserts. Just as we have to extend the basic table set-up, sometimes we have to extend the condiments. Have are some examples:

CourseHalf grapefruit, melon, berries, fruit cakes, fresh fruit juices. Air-dried beef, raw ham, smoked meat, salmon, pizza, cheese cake, cheese fondue, onion cake, green and mixed salads. Tomato juice Oysters Risotto, minestrone, pasta, farinaceous dishes. Grilled beef, when it is not served with herb butter. Hamburgers Sausages Curry dishes Cheese Sugar

Accompaniments

Pepper mill

Tabasco, Worcestershire sauce, Pepper mill,Celery salt Tabasco, pepper mill, Worcestershire sauce, shallots vinegar (or a half lemon) Parmesan cheese

Mustard,Worcestershire sauce

Ketchup Mustard Mango chutney, sambal, Soya sauce Mustard, Cumin

A well prepared table, spotless clean china ware and silver ware, good preparation of salt, pepper and other condiments make a good impression our customers and enables us to concentrate us on our main duty which is fulfilling the wishes of our guests.Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 24

Generic comprehensive F & B Training Manual 9. CUSTOMER SERVICE Complain are not good or bad, right or wrong. They are opportunities to serve customers in different ways. Our relationship with customers is everything. In effect, building the relationship is the sale. When the relationship goes away, so does the customer. Only 4% of dissatisfied customers will tell you they are unhappy. The other 96% vote with their feet, and 91% never come back. Even worse, dissatisfied customers typically tell eight to ten of their friends and / or business associates your service is bad. Serve your customers better by encouraging them to give their feedback. Look on complaints as constructive comments that help you to correct a problem. Instead of asking a customer Is everything OK? you should ask, Did you enjoy your experience with us today


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Generic comprehensive F & B Training Manual You and your Guest/Customers Who is your Customer? Working within the Hospitality Industry you will come into contact with a wide variety of guests/customers In an ideal situation they will all receive the same standard of service and attention. What you should know about your customer: The customer is the most important person in any business. The customer is not dependent on us for their food and drinks : we are dependent on them. The customer does us a favor when they walk into our service area: we are not doing them a favor by serving them. The customer is not just another cover to be served: she/he is another person with the same emotions as you or I. The customer is a person who brings us their wants. It is our job to fulfill those wants. The customer is always deserving of the best possible service we can offer. A customer is not someone to argue or match wits with. A customer ultimately is the one who pays yours and my wage.


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THE CUSTOMER IS ALWAYS RIGHT.

1. When ashtrays have more than 2 butts in them. 2. When water glasses are not automatically refilled. 3. When hot food and beverage is served on cold plates or in cold cups. 4. When hot food is not hot and when cold food is room temperature. 5. When plates or glasses are chipped. 6. When cutlery on tables are spotted or tarnished. 7. When glasses are streaked. (Hold them up to the light and check) 8. When menus are ripped, stained or smudged. 9. When there are not enough menus for the customers. 10. When a guest waits for more than two minutes without having a drink order taken. 11. When cutlery and glassware are crooked on tables. 12. When the table top is not picture perfect. 13. When cruet sets are greasy to touch, half empty 14. When you dont have an item on the menu. 15. When the waiting staff have the Im doing you a favor attitude. 16. When bits of paper, and food are not immediately picked up from carpets or floors in restaurants and bars. 17. When restaurants and bars open late or close early. 18. When a guest gets sold on a menu item and gets something else. 19. When guests dont get greeted and seated as soon as they arrive. 20. When a guest sees service staff talking or standing idle whilst they require service. the


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Generic comprehensive F & B Training Manual TEN RULES FOR GOOD SERVICE-OR NO TIP When I get bad service in a restaurant, I dont leave a tip, and I dont feel guilty about it. Theres no reason to tip a server (the modern word for a waiter or waitress that solves the gender problem) just because he or she has managed to get the food to the table. As diners we have the right to expect and receive good service. Unfortunately, most servers dont know what good service is. So lets see if we can help them. Here are the 10 Commandments of Good Service. 1. Always be prompt. There is no better way to lose a tip than to leave me sitting at the table for 10 minutes waiting for my drink, or to make wait 15 minutes to get my check when Im ready to leave. 2. Be pleasant. Never be surly or arrogant. 3. Be neat and clean. Dirty or unpressed uniforms are a sure sign of an uncaring, unprofessional server. Even worse are servers who need a bath or ones with hands that look like those of an auto mechanic. 4. Fill requests immediately. There is no such thing as a delayable request from a diner. A request for some mayonnaise to go with a hamburger cannot wait for minutes while another table is served. By that time the burger is cold and everyone else at the table is halfway through their meal. 5. Be attentive. Servers should frequently be within sight of their tables so that guests can catch their eye if they need anything. Having to shout, Waiter half way across a dining room should never be necessary. 6. Be knowledgeable about the menu specials and wine list. Be able to explain items accurately and to make recommendation can easily increase the tip. 7. Deliver the food to the person who ordered it and be vigilant enough to pace the meal so that the entre doesnt arrive before the soup is eaten. 8. Be attentive to condiment bread and water, as well as flatware. To me, running out of water isnt nearly as bad as not having ketchup when the French fries arrive. Worse yet is not having a spoon to stir the coffee, which was ordered with cream and sugar Know how to open and serve a bottle of wine properly. I promise never to stare at the serve while he or she opens the bottle, an unwitting behavior that can unnerve even the best of servers. 10. Be able to handle unusual major disasters. Servers should not look disgusted when a table of eight requests separate checks, even if they forget to tell the server until the end of the meal. And the server shouldnt panic when he or she walks to the table and sees that most of a 4-year-olds lunch has landed on the floor. Everything doesnt have to be perfect for me to feel that the service was good, but the meal does have to flow smoothly as a result of the servers attention and guidance. If the service is just OK. I usually leave a 10-per-cent tip. If the service is good. I Leave 15 percent. But if the server has gone out of his or her way or I think the service was excellent, I leave 20 percent. On the other hand, when the service is bad. I dont tip and I dont complain to restaurant hostesses maitred or managers. I express my Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 28 9.

Generic comprehensive F & B Training Manual dissatisfaction directly, by not leaving the tip. Next time, if I return to that restaurant, I will just ask for a different server. That is, if I return to that restaurant. Restaurateurs argue that they cant be everywhere all the time and they need to be told when service is bad. I do not feel that is my responsibilities, but I never object if someone else at the table wants to complain.


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Generic comprehensive F & B Training Manual 10. CHINAWARE, GLASSWARE AND SILVERWARE Soup Plate 20-23 cm For soups, mussels, snails, hot-pots and Italian pasta specialties Main Course Plate 20-23 cm For main course, different appetizers and flamb desserts such crepes etc. As underline with paper napkin, for gratinated dishes such as cannelloni and for dishes which are served in a soup plate such as hot-pots, pasta specialties, etc. Dessert-or Salad Plate 18-20 cm For breakfast, salad , desserts, and different appetizers. As underliner with paper napkin for fruits and seafood cocktails, legumiers, saucieres, ice-cream cups and ice pots. Bread Plate 15 cm For bread and as an underliner for jam portions, butter and sugar bowls, condiments, saucieres, finger bowls and to present ordered cigarette packages with matches. Soup Cup For consomms. Coffee Cup For coffee, tea and hot milk drinks. Espresso Cup For espresso and ristretto.


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Generic comprehensive F & B Training Manual Glassware Water Glass For ice water and soft drinks

Red Wine Glass

For light red wines

White Wine Glass

For white wines

Gobelet (Tumbler)

For Swiss wines from the French part of Switzerland (Vaudoise)

Bordeaux Glass

For Bordeaux wines

Burgundy Glass

For old burgundy wines and old Italian wines

Champagne Glass or For champagne and Flute champagne cocktails


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Generic comprehensive F & B Training Manual Sparkling Wine Glass For sparkling wines

Asti Glass

For asti spumente (Italian sparkling wine) For Rhine and Mosel wines (German and Alsace wines)

Rhine Wine Glass

Cognac Glass

Typical glass to seve cognac

Large Digestif Glass

Small Digestif Glass Digestif Glass

Cocktail Glass

For cognac and brandy, which have been stored in wood casks. For calvados, marc, vielle prune and different liqours For all clear digestifs, such as kirsch, marc brandy. Rye whisky, etc. For cocktails (Short drinks)

Port Wine Glass

For port and sherry


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Generic comprehensive F & B Training Manual Aperitif Glass For long drinks and aperitifs, such as campari orange, etc.

Tumbler Glass

For whisky

Trish Coffee Glass

For Irish coffee and other coffee specialities.

Tea Glass

For tea and grog

Ice Cream cup

For desserts and ice cream specialities.

Carafe

To serve house wines and ice-water for pernod, pastis or ricard.

Decanter

To decant very old wines which have a sediment

Beer Tumbler

For draught beer and bottled beer 33


Generic comprehensive F & B Training Manual Beer Glass For draught beer

Pilsener Beer Glass Beer Tulip Glass

For Pilsener beer For draught and bottled beer

Beer Mug

For draught and bottled beer


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Silverware and special equipmentGeneric comprehensive F & B Training Manual

Main Course Fork

For main course, vegetable dishes, spaghetti

Appetizer or Dessert Fork

For appetizers, desserts, cheese, fruits, smoked salmon

Fish Fork

For fish dishes

For cakes and pies Cake Fork

Large Spoon

For soups which will be served on plates. Spaghetti to serve sauces

Small Spoon

For soups, Which will Be served in cups, snail dessert , half melon

Gourmet Spoon

For fish dishes, which will be served in a sauce


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Coffee Spoon

For coffee, tea, ovaltine, fruitand seafood cocktails, hal grapefruit, ice-cream

Espresso spoon

For espresso and ristretto

Sundae Spoon

For ice-cream in tall glass

Snail Tongs

To hold the snail shell

Snail Fork

To take out the nail from its shell

Lobster Cracker

To break the claw to extract the flesh

Lobster Fork

To extract the flesh from the shell, claws, legs etc.

Main Course Knife

For main course


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Generic comprehensive F & B Training Manual Appetizer Knife For breakfast, appetizer, fruits, cheese, smoked salmon, bread and toast, caviar For fish dishes

Fish Knife

Oyster Fork

To take the oyster out of the shell

Fondue Fork

For cheese fondue

Fondue Fork

For meat fondue, also fondue chinoise or fondue bourguignonne

Cake Tongs

For serving petits fours

Cake Server

For the service of pieces of cake

The service table

Intermediate station between the kitchen and the table.The service table assists in creating a smooth service flow because It shortens the distance between the material and the guest. The combination of materials available will be adapted to the daily menu. In bigger restaurants, each service station has its own service table, thus avoiding confusion between different sections. The service table contains: Reserve 37


Generic comprehensive F & B Training Manual Table cloths Napperons Napkins Service clothes Chinaware Plates for cold dishes (big, small and bread plates) Plates for hot dishes and cups which are kept in warmers Glassware Water glasses Red wine glasses White wine glasses Silverware Serving spoons and serving forks which should be available at all times Condiments etc Salt Pepper, pepper mill Sugar, sweeteners Mustard Oil and vinegar Parmesan cheese Tooth picks Liquid condiments Menus Drink and wine lists Ashtrays There must always be enough ashtrays to exchange for dirty ones. Service trays A selection of different sizes service trays. Others Water pitchers Finger bowls Matches Order books Wet cloth to clean tables

A good mise en place saves time and stress


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Generic comprehensive F & B Training Manual 11. SERVICE STYLES Food service can be classified into different levels ascending from the basic to the classic or top level, according to the service style or method used. Gastronomique restaurants offer their guests the highest level of service. Most restaurant use a combination of service styles to serve their guests. The service styles can be classified into two major groups:

Self service and Table service.1. Self Service Styles:

Cafeteria Service and Counter ServiceThe basic service level is self-service. Self service became popular in the Western world because of a shortage of labour during the Second World War. It is now the most widely used method because it is used by most institutional and industrial foodservice operations where large number of people need to be served in a short time. It is also a popular service style used in commercial food service operations due to the rising labour costs. All fast food outlets and commercial cafeterias are self service outlets: cafeteria service and counter service . Special services of most fast food outlets are take away and drive through. They now also offer home delivery as an added service. A special type of counter service is where the customer sits on a high stool at the serving counter and is handed the plate of food by the food server who may also have cooked it. This form of service is used in snackbars and supermarkets; it may also be used in clubs and hotels. This type of counter service is a special feature of many Japanese restaurants. Here the guest can choose to sit at a table or to eat at the counter.

Buffet ServiceA more refined or elaborate form of self service used in the hotel is buffet service. Buffet service is mainly used in the following outlets of the hotel: coffee shop and banquet department.

2. Table Service Styles

Family Service or English ServiceThe most basic level of table service is called family service or English service. It originated in the home and is used mainly in family restaurants or coffee shops. All the food is put in dishes and bowls in the kitchen by the food production staff and placed in the center of the dining table by the service staff. The guests serve themselves from dishes and bowls of food placed in the center of the table by the service staff. Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 39


Plate Service or American ServiceThe second level of table service is called plate service or American service. American service is characterized by portioning all the food on the dinner plate in the kitchen. Plate service became popular in the USA more then sixty years ago. This was because it is less formal than other forms of table service. American or plate service is now the most widely used table service style because it is fastest of all table services and it keeps the labour costs down. Because of this it is used in most inexpensive and average priced restaurants, such as family restaurants, pub restaurants and coffee shops. Plate service became so popular that is now sometimes used in gastronomique restaurants for certain dishes. Here the food is put on the dinner plate by the chefs in a decorative and artistic fashion so as to look like a still-life painting; it is then covered by a silver cloche and serviced at the table by the service staff.

Silver Service or Russian ServiceRussian service is characterized by food being cooked and proportioned in the kitchen, and presented to the guests on silver platters by the service staff. The food is served from the platter onto the guests plate, which is already placed in front of the guest. This service style originated in Russia and was used in the households of the rich aristocrats. To make the food look attractive as possible, it was served from silver platters which were the best serving pieces. Russian service, also sometimes called platter service is well suited for banquet service, because the food stays hotter longer when served from silver platters.

Gueridon Service or French ServiceThe highest level is gueridon service or French service. This is the style traditionally used in gastronomique restaurants, the words gueridon means a side table or mobile table such as a trolley which is brought close to the guests dinner table. Any carving, or finishing of the food is done in front of the guest. Only skilled or well-trained are allowed to do this form of service as a good knowledge of food preparation is required in addition to the service style.

Butler ServiceThis is a very personal type of room service provided by highly trained waiters. It is only offered in more exclusive hotels and resorts. A butler is on standby and assigned to only a specific number of room. Besides the service of food & beverages, they will assist the guest with small tasks, such as packing and unpacking their suitcase or pressing clothes.


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Generic comprehensive F & B Training Manual 12. THE IMPORTANCE OF SERVICE Guest service is the most important part of the food service industry. Many businesses use computers as part of their guest services (for ex. ATM banking service) but in the food service industry the human element is essential and cannot be replaced by machines except for food and drink vending machines. In the food service industry guests want to be treated in the proper manner. They want to be served by people who are interested in them and give good service. The higher the standards of the outlet the more the guests will expect or demand from the style of service and the service staff.

What is Service?In the food service industry service is defined by two words: 1. Competency and 2. Friendliness 1. Competency Competency, can be defined as serving food and drinks in the correct manner to the guest. AS competent service person has the ability, knowledge and skills to serve guests efficiently and pays attention to details. Examples: -the service person knows who gets each order without asking the guests. -the service person removes one course before serving the next.

Competent service happens in a restaurant when guests never have to ask for anything. Many times guests do not realize they have received competent service until they left the outlet. The service person does everything correctly without the guests realize it. When guest reach for the coffee cup, the handle is right there where the fingers and thumbs naturally go. The water and wine glasses are always filled. It is never necessary to ask for condiments, butter or more bread. During breakfast, the second cup of tea or coffee is poured before the guests requests it. The correctly added bill is promptly presented to the guests when requested.


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Service standardsEach food service operation should have written policies (guidelines) and procedure that say how things are to be done so that they meet the standards set by the management. A standard is a statement of a specific, observable expectation about a performance. Standards are either expressed in measurable terms ( for example, all guest bills are priced and totaled correctly) or in yes-no terms (the lobby is free from litter). A procedure states how to perform a specific task. For example: Serve fruit pie, 1/8 cut, on a dessert plate. Place in front of the guest with the point of the pie facing the guest. Place a dessert fork on the left and a dessert spoon on the right side of the plate. A standard related to this procedure might be worded: Fruit pies are served according to the stated procedure. Procedures, like recipes, should be written with action verbs: Serve the plate, use tongs to serve the roll, suggest to the guest, place the fork. In any outlet, the standards of service should include the following: The steps of service Procedures for taking orders, delivering food and drinks, clearing tables, preparing and presenting the bill and collection of payment. The proper table setting For each serving period and outlet. Selling procedures Use of suggestive selling The details of service How each item is to be served (including the accompanying table ware, sauces and/or condiments) Staff behavior and appearance Interaction with guests and a dress code


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Generic comprehensive F & B Training Manual 2. Friendliness In addition to being competent, service staff must also be friendly. Friendliness is as important as competency. Service staff should be able to make the guests feel welcome in the restaurant. However, service staff must not be: overfriendly or too familiar with guests be obtrusive (noticeable in an unpleasant way)

What is excellent service?To provide excellent service to their guests, serving staff should combine competency with friendliness in order to satisfy their guests and make them happy.

Friendly & Competency = Excellent ServiceHow can we give excellent service? personal attention showing interest (inquire how they feel) Addressing the guests names Remembering their favourite dishes, drinks, tables, etc. Remember their birthday By doing something special for special occasions (play special music, offer flowers or fruit, for birthdays, anniversaries, weddings, etc.) Observe all situations, solve problems before they happen Thank the guests for patronizing the outlet Go beyond guests expectations Anticipate the guests needs Keep an eye contact It is the little extra attention the management and service staff gives to their guests that make the difference.


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Reasons to provide good serviceGuests enjoy talking about their experiences at a restaurant. They like to talk to their friends about good service, and they love to tell their friends about poor service. Ninety-six percent of unhappy guests never complained about impolite or unfriendly service. Ninety percent or more of those dissatisfied with the service will not come back. Each of those dissatisfied guests will tell their stories to at least nine other people. Thirteen percent of those former guests will tell more than 20 other people. This is called word of mouth. Word of mouth has more effect on business at a food service outlet than any other factor. This is because people like to ask other people where to find a good place for eating. They trust recommendations from a friend rather than trusing advertising. Recommendations are the best type of promotion for a business and negative reports are the worst. As dissatisfied guests tell their friends about their negative experience it will affect the restaurants business considerably.

100 guests served poorly 96 never complain about poor service 10 may return 90 never return

Each tell 9 friends about poor service 990=810 13 people tell the story to 20 of their friends 1320=260 90 dissatisfied guests create 1070 negative word-of-mouth publicityGuests that patronize restaurants love to tell their friends about service they received from the outlet. Therefore, it is necessary that restaurant managers provide excellent service and make word of mouth work positively for them in order to make their business successful.

Who is responsible for great service?

The success of the restaurant depends on the manager and the team!!!Although the guest will blame or praise service staff for good or poor service, it is the manager who is responsible for the service and they should take the blame or praise.


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Generic comprehensive F & B Training Manual That is why the Manager will take extra care and train the team and continue to train the team to build competency. Strict application of rules is a must for the Manager as otherwise success might not be obtainable. The key to excellent service: Training of staff and follow up Regular training and follow-up will result in competent and excellent service. All staff should be given a manual with the policies and procedures for the service. Good supervision during service hours Mangers should constantly observe and correct their staff.


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Generic comprehensive F & B Training Manual GUEST WANTS AND NEEDS The main goal of food and beverage operations is to achieve guest satisfaction, in other words to meet guest wants and needs. In order to satisfy guests needs restaurant managers should know and understand the various needs of their guests. Physiological: Economic: the need to satisfy ones appetite and thirst. the need for good value; fast service.

Social: the need for enjoyable company ; going out with friends or business colleagues; attending functions to meet others. Psychological: the need for fulfilling life style status; the need for variety; the need created by advertising and promotion Convenience: this is the desire for someone else to do the work (cooking, service and cleaning) because of being unable to get home (shoppers, workers, students) or having to attend an event (cinema, sports event); the physical impossibility of catering at home (weddings and other special functions). Business: the guests may have the need to discuss business or celebrate an important business deal. Therefore they wish to have a congenial meal at a fine restaurant receiving good unobtrusive service. Guests may want to satisfy some or all of these needs. It is important to recognize that the specific reasons behind a guests choice determine a guests satisfaction (or dissatisfaction) rather than the food and beverage service by itself. A good example is the social need to go out with friends: if our person fails to turn up or behaves in disagreeale way, the guest may be dissatisfied with the meal. The guest who is not able to satisfy their needs will be a dissatisfied guest. The guest may, for example, be dissatisfied with unfriendly staff, unpleasant conditions, or the lack of choice available. These aspects are the responsibility of the food and beverage operation. However, sometime the reasons for the guest being dissatisfied might beyond the operations control, for example, location, the weather, other guests or transport problems. Guests may choose a food service operation based upon the certain needs they may wish to satisfy. Whilst it is true that certain types of food service operations might attract certain types of customers, this is by no means true all the time. The same customers may go to a variety of different operations depending on the needs they have at the time, for example, a romantic night out, a quick office lunch, or a wedding function. These needs will all involve different outlets.

The dining experienceGuests visit a food service operation to obtain food and beverage in order to satisfy their hunger and thirst. Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 46

Generic comprehensive F & B Training Manual However, depending upon the situation, the guest is also seeking service, cleanliness, atmosphere, and prestige-all elements of a total dining experience. The professional restaurant manager knows that no single component-food, service or atmosphere-can be emphasized alone. Rather the combined effect of all these components will the end influence guest satisfaction.

Dining experience factorsFood & Drink: range of food and drink offered; type and variety; availability or special items, quality Level of service: service style; speed of service; reliability; booking facility, acceptance of non-cash payment Staff: attitude; friendliness, helpfulness, courtesy, competency, personal hygiene and grooming Level of hygiene: equipment cleanliness of the premises, dining area and res rooms,

Value for price: perceptions in the guests mind of the value of the product (not just the food and drink) related to the price the guest is prepared to pay at that time. Atmosphere: this concept includes various aspects such as de cor, furnishing, lighting, temperature, acoustics, entertainment and othr guests.

Guest expectationsThe food service operations manager is responsible for the guests satisfaction. The way in which guests are satisfied with the establishment will affect how much they order and, in the end, if they return and recommend the outlet to others (word of mouth). In order to satisfy guests expectations is to think from the guests point of view. Ask yourself, if I was the guest, what would I expect? All guests will expect From the outlet: - cleanliness and hygiene - proper lighting - decoration friendliness good service, personal attention personal hygiene neat appearance, well-groomed

From the staff:

From good service: - acknowledging guests - greeting and welcoming Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 47

Generic comprehensive F & B Training Manual good table location escorting to table assisting guests to seat clean table and proper equipment prompt service of ice water presentation of an attractive menu explanation and suggestions about menu items timing of ordering nice presentation and correct serving temperature of food and beverages - attentive service during the meal but not obtrusive - prompt bill and payment processing - farewell and invited to return

Special guests need and wantsType of guest: *The hurried guest Expectation: Fast service Action: order should be taken immediately; suggestion of items which can be prepared quickly; inform kitchen; dont waste time talking Expectation: dishes that are low in calories Action: suggestion of items which contain little fat or sugar; but only if guests asks. Expectation: correct preparations Action: advice ingredients and cooking methods; if requested give kitchen special instructions Examples:

*The Weight Watcher

*The guest with dietary needs

Diabetes-no sugar High blood pressure-no fat, no salt or low salt Allergy-no dairy products or shellfish Vegetarian-no meat dishes Muslims-no pork Hindus-no beef

*The senior guest

Expectation: service not too fast; extra table assistance, food that is easy to digest Action: slower service, conversation Expectation: fast service, entertainment Action: seat at higher chair or use cushion, remove sharp utensils and long stemmed glassware, provide extra napkins, offer simple, familiar finds which are price competitive; keep entertained while food is being prepared; serve before parents, if delay in preparing, serve breadsticks or crackers; 48

*Children


Generic comprehensive F & B Training Manual bend down to childrens level when talking to them and ask their names *The foreign guest Expectation: local dishes Action: translation, explanation and suggestions of local dishes


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TEST Generic comprehensivethe food below with the according guest Try to match F & B Training Manual


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Generic comprehensive F & B Training Manual MAIN DISH: 1.___ Cocktail sausages served with tomato ketchup and French fries. TYPE OF GUEST: A. Senior Guest 2.___ Grilled Pepper steak served with French fries and fried mushrooms. 3.___Steamed vegetables in banana leaves. 4. ___Deep fried Plakapong in sweet and sour sauce. 5. ___ Steamed Seabass served with asparagus and a light lemon sauce. 6. ___ Poached Chicken breast served with herb butter and vegetables. MAIN DISH: 7. Cheese, Omelette served with French fries. 8. Poached fish served with a herb sauce. 9. Fried Chicken leg and French fries. 10.___Green Curry with chicken. 11.___ Grilled Sirloin Steak served with French fries and mixed salad from the salad bar. 12. ___ Pan fried Veal served with noodles. SANDWICHES: 13. ___Grilled Minute Steak Sand wich 14. ___ Asian Club Sandwich 15. ___ Hot Dog with tomato ketchup and french.fries 16.___ Smoked Salmon and Cottage Cheese 17.___ Beef Burger 18.___ Chicken Burger 19.___ Grilled Cheese and Pineapple Sandwich


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Generic comprehensive F & B Training Manual B. Weight Watcher C. Children D. Vegetarian E. Foreign Guest F. Businessmen TYPE OF GUEST G. Weight Watcher H. Foreign Guest I. Vegetarian J. Senior Guest K. Children L. Businessmen TYPE OF GUEST: M. Foreign Guest N. Children O. Vegetarian P. Muslim Q. Businessmen R. Hindhu S. Weight Watcher


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Generic comprehensive F & B Training Manual 14. HANDLING OF COMPLAINTS A customer complaint is: 1. A valuable source of market information 2. A good sales lead 3. Far more valuable than your customers complaining to other or potential customers. VALUE, TREASURE and be GRATEFUL for complaints!!! Dealing with angry customers If you are in a public contact position, chances are that you will from time to time encounter angry customers. If angry customers are not handled effectively, they may remain angry, refusing to do business with your company and they will also probably have made you angry and upset as well. Learning to deal effectively with angry customers will help you feel better about yourself, it will increase your job satisfaction, it will help your organization keep customers satisfied and get their repeat business and finally it will help you succeed in your job.

Recognizing angry customersBasically there are two kinds of angry customers: those who aggressively express their anger, and those who passively express their anger. It is not hard to recognize aggressively angry customers, they express their feeling immediately and their anger and hostility is obvious. Recognizing the passively angry customer is a little more difficult. The passively angry customer keeps his or her anger on the inside. The passively angry customer reveals his/her anger non-verbal and verbal actions. Some of the non-verbal actions may be: impatient tapping of fingers or feet a flushed jaw clenched jaw rigid posture the avoidance of eye contact

Dealing with the angry customerOnce you have recognized an angry customer, the two major steps are: 1. Deal with the persons feelings a. Empathize b. Ask questions c. Give feedback d. Summarize Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 53

Generic comprehensive F & B Training Manual 2. Deal with the persons problem a. find out what person wants b. suggest alternatives c. share information d. agree on solution e. follow up Deal with the persons problem

Find out what the customer wantsThe first step in dealing with the persons problem is to find out what the person wants you to do. How do you do that? By asking.

Suggest alternativesSometimes you wont be able to do exactly what your customers wants you to do. If you cant explain why you cant and tell them what you can do that is closest to what their asking for. Suggest alternatives, allow your customer some choice and help them save face and feel that theyve participated in the outcome.

Share informationShare information about your companys policies and procedures. This will help your customer understand what you are authorized to do. When you share information with the customer, dont give them too much. Be brief and tell them only what is relevant to their situation.


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Generic comprehensive F & B Training Manual If you cant resolve the problem, refer it upwards to the manager or supervisor. Never refer the customer sideways to someone at your own level. That would only make the customer feel that they are being shuffled around

Agree on a solutionAfter discussing the problem and the different alternatives for solving it, you and your customer should agree on a course of action. Recommending a course of action shows your concern and will help the customer make a decision.

Follow upFollow up allows to check that the solution to your customers problem has worked and that the customer is in fact satisfied. During the follow up you should try to make the customer feel important. FIVE STEPS FOR HANDLING COMPLAINTS 1. LISTEN and be OPEN MINDED. 2. RESPOND with CONCERN. 3. DECIDE on ACTION based on your AUTHORITY. If the complaint is out of your area of responsibility call your supervisor or manager for help. 4. TAKE ACTION PROMPTLY. 5. FOLLOW UP-is the CUSTOMER HAPPY? -is the PROBLEM CORRECTED?


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Generic comprehensive F & B Training Manual Guests preference Guests should be seated in the area they request: 2 section: smoking and no smoking Good areas: near the window, near entertainment, in a quiet corner, etc. Bad areas: close to the kitchen doors, entrances and exits, toilet, sideboards and service counters and in high traffic aisles. Guests should be seated at the table they prefer: Rectangular, round, in a booth or at a corner The number of guests The right size of table for the number of guests in the same party Equal occupancy Since the speed of service is important, the host/hostess should attempt to seat guests in sections which are the least busy. A good help is to use seating chart; so it is easy to see which tables are occupied and which tables are still vacant. Availability Less desirable seat should be used only after all other seat are occupied. If none seats are available, guests should be referred to a waiting area and be informed about the waiting time.

Offering the menuIn many coffee shops it is often the duty of the hostess to offer the guest the menus. This will help to speed up the service; guest may decide that to order before the food server approaches them. At that time she may as well pour water or serve hot beverages, especially at breakfast time as the guests are often in a hurry. However, if the hostess is too quick to offer coffee or tea at lunch or dinner, the outlet may be losing sales on the higher priced alcoholic beverages. When offering the menu, the hostess should inform the guests of any specials of the day or make other suggestions.

Acknowledging guestsThe food server should approach the table as soon as possible. If he/she is busy, such words of acknowledgement as, good morning, Ill be at your service in just a moment are in order.

Taking orders


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Generic comprehensive F & B Training Manual As soon as the food server is able to serve the guests, he/she should ask if they wish to order. Food servers should be able to answer any of the guests questions about menu items, daily specials or foods that can be prepared quickly. If a guest orders items, which take a long time to prepare, the food server should tell the guest about the wait. A restaurant marketing rule is, Always give the guest something to do.


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Generic comprehensive F & B Training Manual Some suggestions for following this rule include: serving water immediately after guests are seated serving beverage as soon as order is taken serving crackers, breadsticks or dinner rolls to guest waiting for their first course at lunch or dinner serving salads to guests waiting for their main course at lunch or dinner offering newspaper or magazines to guests offering coloring books and pens or using placemats with games or puzzles that children or the whole family can enjoy

Presenting the checkWhen guests have finished their meal, they often want to settle their bill promptly. For example, office workers eating during their lunch break may be in a hurry. It is important for the service employee to have the guest check ready as soon as the guest requests it. Although service must be fast, but elegant

MaitreDIs in total charge of the service team ensuring that the guests have a wonderful and memorable dining experience. Scheduling, planning controlling, cooking table side, teaching staff, greeting and welcoming guests, recommending food and wine, assisting the service team during peak time. As you can see this person is a true specialist and is the person who controls the entire service team.

Host/HostessAt least during busy times, restaurant use a host or hostess to welcome and seat guests, provide menus and perform other guest services. The host/hostess stand must be located in an area where he/she can properly meet and greet the guests as they enter. Because the host/hostess is usually the first person the guest comes in contact with in a coffee shop, he/she must be aware of the impression he/she makes. The main service responsibilities of the hostess are: friendly greeting and recognizing guests as soon as they approach, confirming the number of guests in a part and offering seats in the appropriate section of the coffee shop. During slow business periods, a sign may invite guests to seat themselves in open areas of the coffee shop. During the service time a good Host or Hostess will check upon their customers if they are well taken care of and enjoying their experience.

The Captain or Head WaiterThis person will be in charge of a station or a larger section of the dining area. His main responsibilities are the service and the supervision of a small number of service staff working within the station or section. Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 58


The WaiterThe role of the waiter is to greet the guests, provide menu information, take orders, deliver food, provide other assistance during the meal and offer the guest check for payment at the appropriate time. Special requirements for the food services in the restaurant. ability to work quickly, but careful: quality service ability to plan and prioritize the service by combining steps to work more efficiently: to do several things during one trip through the dining area good knowledge of the menu and ability to provide information and make suggestions ability to determine special guests needs: good relation with children and recognition of parental needs for assistance with baby seats, high chairs or cushions. to show consideration for guests in a hurry

The Busboy or TraineeMany restaurants use busboys or trainees. They are new persons in the department, who want to take up food service as a career. Clearing and resetting tables pouring water and other beverages and assisting with the service of food during busy periods are typical tasks of busboys.


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Generic comprehensive F & B Training Manual 15. SUGGESTIVE SELLING What is suggestive selling: All techniques and procedures designed to influence the purchase decision of the guest.

WHY?

To make more profit To increase the check average of the guests. To increase the sales of profitable menu items. To offer better service To assist the guests to make their choice

Passive behavior: the service person hands the menus and wine lists to the guests

and then takes the order: Only the guests are actively involved in selecting the meal. in conversation with the guests. -

Active behavior: the service person does not simply hand out the menus but engages HOW? :by making suggestions or recommendations to mention F&B items so the guests will think of them; propose items; to give the guests additional choices to advise the guest with F&B items are very good, special or suitable for a particular or guest.

When to use:

When you present the menu: Draw the attention of the guest to specials and items which may not be listed on the menu (house-, chefs-, daily-). Or When you take the order: Assist the guest with their selection (advise, recommend) to suggest additional items; appetizers, side dishes, aperitifs, wine, desserts, etc. Always offer alternatives If you add to your recommendation a second choice, the chances for a successful sale are much better.


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Generic comprehensive F & B Training Manual Rules of offering alternatives: never offer more than two, or at the most three alternative suggestions always stay in the same group, always separately offer different appetizers, different main courses, different wines, etc. the alternative should always differ in taste, and if it is a main course also in method or preparation always offer a popular item as an alternative to a specialty item. Some types of food are commonly enjoyed by many people, whereas others are considered less appealing specialties. NEVER FORGET: Taking an order is one of the most important aspects of the job of service staff!!! What service staff must know: Know your product: what is on the menu what is available at the moment what are the daily specials what are the house or chefs specialties how is each item prepared what are the ingredients how large are the portions what garnishes are used what side dishes are included what is the taste are substitutions allowed what is the preparation time Know how to describe your products correctly, honestly in a positive way (lively, with enthusiasm)

To describe food appetizing is extremely important. Guests cannot taste what they order in advance; therefore, they order by imagining the food. The stronger and more positive their imaginations, the better the appetites. To describe food appetizingly is extremely important. Guests cannot taste what they order in advance; therefore, they order by imagining the food. The stronger and more positive their imaginations, the better the appetites. Ask yourself how would you react to the following recommendations:

We have beef with potatoes Today I can recommend our tender; juicy roast prime rib of beef and our oven-baked potatoes.Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 61

Generic comprehensive F & B Training Manual Know your guests Read your guests; try to identify them, what kind of persons are they; type of guests Anticipate (foresee) and be alert (pay full attention) to the wants and needs of your guests Use social skills SMILE!!! Use the guests name if possible Know how to communicate with people Be tactful, be considerate with the feelings of your guests Have a sense of humor Have a sense of timing

Other methods ways of suggestive selling: The menu list itself the design, layout the location of items on the menu list: focal point items which head a list or section of menu items items which are highlighted items which have lively written descriptions items which have more information pictures, photographs and drawings

Table tent cards Place mats with menu items

Menu boards Outside the outlet: near the entrance Inside: on the wall or above the counter The way in which items are presented to the guests Guests are influenced by what they see being served at other tables: Very nice looking dishes and cocktails Tableside food preparation (flambe dishes) Display With complete meals and beverages in the window, counter or a special box. For ex. Japanese restaurants and coffee shops and family restaurants in department stores and shopping malls Display trolleys Mobile gueridons with a display of various food and beverage items. These are usually used in gastronomique restaurants. Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 62


SANITATION AND SAFETY All staff must pay attention to the sanitation and safety. Incorrect procedures will not only affect the reputation of a particular outlet but of the whole establishment and might result in heavy losses and costs.

Sanitation

Sanitation is the practice of keeping the outlet clean by removing dirt and waste. Germs can easily be transferred to food or utensils by the service staff, which can result in a guest becoming ill. Sanitation has an important influence on the guests opinion about an outlet. The way the outlet appears to the guests will influence in determining if the outlet is clean. Guests perceive that all of an outlet is dirty, if any part is not clean. For example, if restrooms are dirty they will presume all of the outlet is dirty. If the front of the house appears to be dirty, the guests will believe the kitchen is also dirty. Hotel have to be concerned with the way their lobby and other public areas appear as these are seen by many people. The outlet manager is responsible for the cleanliness in their outlet. They must have schedule for cleaning the whole outlet and enforce the highest standard in sanitation. The Appearance and Personal hygiene of Service staff: Personal cleanliness is very important. Each outlet should set grooming guidelines for their employees. These grooming guidelines should be explained to the employees when hired.

Sanitation practice during service: dont smoke in working areas dont chew gum or eat when working dont touch your hair, nose or ears dont undertake personal grooming in public areas (brushing hair or applying make-up) wash hands often dont cough over F&B products keep wounds and cuts covered with clean bandage never touch food with yours bare hands. Use a service spoon and fork or tongue keep your service cloth spotless. Do not muse for cleaning. Carry equipment correctly, to prevent your hands coming into contact with surfaces conveying food and drink. Use a clean service cloth or tray. Handle equipment correctly: cutlery by handles, cups by handles, glasses b the stems or bases Discard and damaged cutlery or chinaware (cracked or chipped): these cannot be completely cleaned and the crack or chip will harbor bacteria.Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 63


Safety

The outlet manager must be concerned with the safety of both employees and guests. The best way to practice safety is to practice prevention (to stop something from happening) All service employees should be trained to follow the outlets safety rules. Service areas and equipment should be inspected before service. Any repairs and maintenance should be reported immediately.

Most of the accidents occurring in the outlet arise from falls. This is why the manager will always make sure that floors are dry and cleaned, the lighting is correct and there are no obstructions in gangpaths and aisles. Following simple safety rules can prevent many accidents.

Safety rules during service:To prevent falls: Walk, do not run! Follow an established pattern as you move through the outlet Use proper entrances and exits Give guests the right of way Watch for others as you move around tables When you are behind a co-worker let him know where you are to prevent collisions Watch for any items such as briefcases on the floor that may cause you to trip Make sure there arent any loose mats, frayed carpets, electric cords or any other items lying around that may cause a person to trip Pick up any items that are dropped immediately Clean up spills immediately! If you need to leave the area to get a mop make sure the spill is indicated to others (warn!): use signs or put something solid over the spill so as people have to walk around it.

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To prevent breakages: proper loading of tray: balance the items on a tray so it remains stable; place heavier items on the part of the tray which is closet to you; place spouts of tea and coffee pots in wards. Never carry too many items: when you have a large amount to carry, ask for help or make 2 trips. Remember breakage costs money and breakage may be deducted from your service charge.

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To prevent injuries: when lifting bend your knees, not your back! Be careful when carving meat or filleting fish: use sharp knives; there is more likelihood of cutting yourself when trying to use a Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 64

Generic comprehensive F & B Training Manual blunt (nor sharp) knife because you exert more pressure: wipe all knife handles before use to make sure they are not slippery/greasy; store knives correctly and ready for the next user Do not use chipped table ware Do not use glasses as an ice scoop

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To prevent burns: always warn guest if plates are hot be aware of the dangers of steam: when using the carving trolley or the steam outlet of a cappuccino coffee machine or when near a bain marie To prevent fire: position flamb trolley a sufficient distance from the guests table be careful for the naked flame when using the flamb trolley never place bottles of spirits near an open flame and keep lids on themregularly check gas bottles and fittings to detect potential faults or leakage empty ashtrays in a metal container

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Managers are very concerned about guests safety. Injuries to guests not only have a negative impact on the reputation of the outlet but can result in important insurance problems. All staff should know the location of: First Aid box Fire fighting equipment Emergency exits supervisors should know the emergency telephone numbers: Hospital, Ambulance, Doctor, Fire Brigade and Police. These numbers should be posted near the telephone When making an emergency call: Tell operator what you need Where it has happened: location Condition of the casualty

All staff should be trained in First Aid. First aid is the emergency care of the sick and injured. A knowledge of first aid is important for food and beverage staff so small accidents or injuries can be treated immediately and medical attention can be sought later if necessary. It is thoroughly recommend that all staff complete a first aid course through a recognized provider, for ex. The Red Cross. To apply first aid you need to be qualified to correctly deal with each situation.


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Generic comprehensive F & B Training Manual What to do in case of injury: remain calm at all times. This will help you to assess the situation and to reassure the injured person. Report all injuries to the supervisor immediately. What to do in case of a major emergency (for ex. Fire!): remain calm at all times contact the supervisor follow the outlets procedures (guidelines) By following these simple safety precautions you can make the outlet a safe and comfortable place for all!

Hostess, Guest Relation.Position requirements. Good communication skills, A good memory, A correct appreciation of guests expectations. Flexibility and ability to work in a team.

Example:A couple comes into a restaurant without a reservation. Hostess: Good evening Madam, good evening Sir, welcome to Cyrano. May I help you? Guest: Good evening, yes thank you. We'd like a quiet table for two, please. Hostess: Yes Sir. Do you have a reservation?

(If yes) What is your name Sir? Take the guest name, check number of guest match with the actual reservation, and tick off the booking list.Guest: No, I'm sorry, we don't. Hostess: Let, me see. We do have a cancellation. Ill arrange a table right away for you. Guest: Thank you. Hostess: Very good, we have a nice table overlooking the garden. Guest: Thank you. That would be lovely. Hostess: Let me escort you to the lounge. Copyright: Mr. Beat Amacker and Professor Daniel G. Fuchs 66

Generic comprehensive F & B Training Manual Hostess: Would you like something to drink before you order, Sir? Guest: A martini and a glass of Champagne, please. Hostess: Right, thank you. She orders the drinks, comes to inform me about arrival, pick up menus and bring them back to the guests, giving wine list to the host.

Customer Complaints Complaints may vary from the restaurant being dirty, poor maintenance, poor temperature control, too noisy, placement of the table, high restaurant prices, to an unfriendly, discourteous staff or waiting too long for the order. Customer requirements It is easy for customers to form a negative impression of the outlet. If they see a dirty kitchen, they might then wonder how clean the staff is and whether the food is hygienically handled. It is up to you who serve them to give a favorable impression by:

Paying attention to detail Being friendly, caring and courteous Dealing efficiently with requests for information, physically helping if needed Solving problems quickly Being aware of cleanliness.

Chef de rang .Position requirements. Communication skills (Expression and understanding) Service-minded Initiative Manual dexterity (Correct handling of glassware, crockery, and silverware) Good knowledge of food and its preparation Attitude Memory (guests eating habit) Carving, flamb and Silverservice.67



He will remain in his station at all time making sure nothings missing. He will rhythm the pace of the meal, knowing exactly the right moment to ask the main course, keep constantly an eye on his tables



Commis de rang, the assistant.Position requirements. Willingness to work hard Teamwork Stamina Good reflexes He is filling the water jugs with ice and water. He is assigned to all mise en place; he will help to clear the tables after decision of chef de rang. Hes under his supervision and will have little contact or none with the guests. He will do cutlery set-up on the table upon arrival of the guests plus butter dish. He is the link between the kitchen and the dining room. The Commis clears the base plates, and go to get the warm bread rolls. The commis will go to pick starters.


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Serving TechniquesGeneral Rules:1. Place and remove all food from the right of the guest. 2. Place and remove all beverages, including water, from the right of the guest. 3. Use the left hand to place and remove dishes when working at the left side of the guest and the right hand when working at the right side of the guest. This will provide free arm action for the server and avoids the danger of bumping against the guest's arm. 4. Place each dish on the table with the four fingers of the hand under the lower edge and the thumb on the upper edge. 5. Never Reach in front of a guest, or across one person in order to serve another. 6. Present Serving dishes from the left side, in a position so that the guest can serve himself. Place serving silver on the right side of the dish, with the handles turned toward the guest so that he may reach and handle them easily. 7. Do not place soiled, chipped, or cracked glassware and china or bent or tarnished silverware before a guest. 8. Handle tumblers by their bases and goblets by their stems. 9. Do not lift water glasses from the table to fill or refill; when they cannot be reached conveniently, draw them to a more convenient position. 10. Place the cup and saucer at the right of the spoons, about 2 inches from the edge of the table. Turn the handle of the cup to the right, either parallel to the edge of the table or at a slight angle toward the guest. 11. Set tea and coffee pots on small plates and place above and slightly to the right of the beverage cup. Set iced beverage glasses on coasters or small plates to protect tabletops and linen cloth. 12. Place individual creamers, syrup pitchers, and small lemon plates about and a little to the right of the cup and sauce. 13. Place a milk glass at the right of and below the water glass. 14. Serve butter, cheese, and cut lemon with a fork, serve relishes, pickles, and olives with a fork or spoon, not with the fingers.

Dinner - Order of Service:Dinner customers are seldom in a hurry. The server should be able to give leisurely service without making the guest feel rushed. Although the guest should be allowed plenty of time to complete each course, long waits between courses should be avoided (especially when small children are present.) An efficient server should observe the guests during the meal in order to serve the next course promptly, and to comply with any requests made by guests for special needs. This is a generally accepted guide, but does not apply to all situations. 1. 2. 3. 4. 5. Place appetizer or hors d'oeuvre service from the right

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