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Banquet & Outlet Training
Guide for Banquet Service Step’s• General Standards
• Grooming Standards• Set Up and Clearing Standards
• These are HOTEL SERVICE in general and besides the ACCOMODATION and F&B these are the life blood of the HOTEL INDUSTRIES;
TO GIVE EXCELLENT SERVICE.
General Standard
What are the General Standard?
What are the correct ways of “TIME-IN” procedure:
What are the correct ways of “TIME-OUT” procedure:
One is: ALWAYS REPORT ON TIME.
WHAT ELSE???
GROOMING STANDARDS
How important is grooming?
For guests, the employee reflects the image of the hotel. The guestWill watch the staff behavior. So each staff shall pay more attention to The grooming.
As a staff what do you need to remember?
SET UP and
CLEARING STANDARDS
Preparation of “Mise en Place” by Service Staff for:
Chinaware Glassware Flatware
SERVICE STANDARDS
Never say NO to a guestAlways be ATTENTIVENo grouping or chatting
What other service standards you must do to give a Good or Excellent service?
GENERAL SERVICE SEQUENCE 1• Welcome and Greet Guest• Seat the guest(s)• Inform the guest(s) about the offered services or specials.• Present the menu, when the menu choice has been selected• Take the drink(s) order; ladies first• Serve the drinks accordingly• During serving; repeat the name of the item(s) being served.• Take the food order• Listen carefully to the guest(s) when taking food orders, repeat the order
and always say thank you.• Present the wine list (if needed)• Take the wine order• Serve the orders accordingly• Invite the guest to enjoy their meal
GENERAL SERVICE SEQUENCE 2• Inform the guest(s) that the hotel has a variety of food items.• Service of Bread & Butter.• Cutlery Set - UP• Serve the wine (if ordered).• Before each course change the ashtray• Serve the food; make sure of the priority sequence.• Before each course serve wine (if applicable) & water.• After the main course clear the table and offer desserts.• Present the dessert menu.• Serve the dessert and ask the guest “if they would” like coffee or tea.• Serve the coffee or tea and ask if anybody wishes any kind of
digestif / liquor (only for dinner)• Bring the check promptly when requested.• Thank the guest(s) for coming and ask them to come again.
Proper Greeting to a Guest
Address them with appropriate greetings. “Good Morning” 00:00 – 11:59 “Good Afternoon” 12:00 – 17:59 “Good Evening” 18:00 – 23:59
It is very important to greet each and every guest with a warm smile.
MENU PRESENTATIONCheck and Clean the menus daily
Carry the menu in the proper way
Present the menu, ladies first, from the right side
Recommend special dishes / drinks
Give the guest a time to read the menu, STEP BACK
FOOD ORDER TAKINGWhen the guest finish reading the menu and have closed it;
The assigned order taker shall:
Approach the guest table from the right, and say? _____________________________May I take your order please?
If the guest are ready take the order carefully and repeat all theOrders at the end. If they are not; SUGGEST & UPSELL.
“Our beef tenderloin steak is one of the best in this area. Would you like to try it?”
Suggest the proper accompaniments for the chosen dish.
For the beef tenderloin, suggest a glass of red wine
If there are special request from the guest, make SUREYou inform the kitchen correctly to AVOID delays.
BEVERAGE ORDER TAKINGWhen guest are seated:
Approach the guest ________________ and ask themIf they would like to see the beverage menu.
from the right side
Recommend*If the guest requested for the menu, step back and wait til the guest decides.
* Ask politely; “Excuse me Madam/ Sir. May I take your order? ”
* Listen attentively and after taking all the orders, repeat the order.
* When the drink orders are ready serve the order in proper sequence.
SEVEN STEPS TO COURTESY
1 SMILE AND GREET THE GUEST
2 GIVE YOUR FULL ATTENTION
3 LISTEN AND BE OBSERVANT
4 BE UNDERSTANDING AND POLITE
5 BE INFORMED AND OPEN MINDED
6 SUGGEST, UPSELL AND EXTENTADDITIONAL SERVICES
7 ALWAYS THANK THE GUEST
RULES IN ASSEMBLING AND SERVICE ORDERS
Serve food in appropriate containersHot food for ____________Cold food for ___________
hot plateschilled plates
What is the proper flow of sequence in serving foods to the guest?
Dessert Soup
Coffee or Tea
Main Course Appetizer
1st
2nd
3rd
4th
5th
Which of these is the proper order of service?
Kid Girl, Kid Boy, Eldest Women, Eldest Men, Women, Men, Host Person if known
Eldest Women, Eldest Men, Kid Girl, Kid Boy, Women, Men, Host Person if known
Eldest Women, Women, Kid Girl, Kid Boy, Adult Male, Host if Known
Kid Girl, Kid Boy, Adult Women, Adult Male, Host if Known
*Serve the food on the appropriate side of the guest.
How do you serve food using AMERICAN SERVICE?
How do you serve food using RUSSIAN SERVICE?
*Never reach/serve food across the guest, UNLESS?
*Upon serving an order, mention the name of the dish:
e.g. Your Rib Eye Steak Ma’am/Sir
*Never show the THUMB ON the plate when serving.
*When serving plated food, position the meat/fish directly in front of the guest.
*When serving from a platter (RUSSIAN SERVICE) Present the food from the left side of the guest.
*Serve the beverage from the right side of the guest using the right hand and announced “Your Vodka Martini Sir” .
TABLE CLEARING• A table that is not properly cleared can easily create a bad impression.
ONE SHOULD STRIVE TOWARDS HAVING AS FEW ITEMS ON THE TABLE AS POSSIBLE.
• After a guest have finished their course.
ALL PLATES, CUTLERY AND SIDE DISHESRELATED TO THE DISH MUST BE REMOVED
• Items served from the right must be removed from the right also.
IF THE GUEST IS NOT EASILY REACHABLE FROM THAT SIDE.ONE SHALL COLLECT THE ITEMS FROM THE OTHER SIDE
• When a glass or bottle is empty and there is no refill.
THEY MUST BE REMOVED IMMEDIATELY
GENERAL STANDARD FUNCTION *When the organizer arrives at the hotel, she/he must be welcomed by the staff member who booked the event. This person will introduce the guest to the Supervisor or Captain Waiter in charge of the function. Together with the guest, the function shall be Checked to make sure that everything is in order.
*All staff involve with a function shall read the BEO before his shift starts. The officer in charge of the shall brief the rest of the staff of any special set up or requirements.
* All equipments and set up should be done before the function starts.
*The function room where an event is taking place must clearly indicate the name of the function and the time it is taking place.
* Any complain or request by the guest that is not part of the BEO should be course through the chain of command to properly assist the guest.
FOR A LARGE FUNCTION BRIEFINGThe officer in charge of the function needs to brief all the staff on table
plan and a job allocation plan must be issued in order to ensure that each staff member knows her/his duties and where to perform them.
Other Subjects covered;
HYGIENE
UNIFORMS
Service
Do’s & Don’t
VIP GUEST
Special Request
A good COMMUNICATION will AVOID many service problems.
BUFFET TABLE SET - UP
What are the sequence going from left to right?
PLATES
Appetizer
Soup
Rice
Vege
Fish
Chic
Pork
Beef
Dessert
RULES IN SETTING UP BUFFET TABLE
Set – Up cold dishes separately from cold to hot and to dessert courses.
Set – Up salad or appetizer plate for the cold items and dinner plate for the hot dishes and the
dessert plates for the desserts.
Arrange foods from the lightest to heaviest.
Place cutleries on the guest table and NOT in the buffet table.
OTHER TYPE OF SERVICEWe talked briefly already about the;
AMERICAN AND RUSSIAN SERVICE
Tell me more about this services??
What other types of service are there?
BUFFET SERVICE & FRENCH SERVICE
EXPLAIN???
Common of Function Room Set - UP
Auditorium
Class Room U - Shape
Board Room
Hollow Square
Banquet
FOOD & BEVERAGEUPSELLINGSTRATEGY
Learning
… IT IS OF PRIMORDIAL IMPORTANCE TO LEARN MORE EVERY YEAR THAN THE YEAR BEFORE. AFTER ALL, WHAT IS EDUCATION BUT A PROCESS BY WHICH A PERSON BEGINS TO LEARN HOW TO LEARN?
- PETER USTINOVWinner of numerous awards over his life, including Academy Awards, Emmy Awards, Golden Globes and BAFTA Awards, as well the recipient of governmental honors from, amongst others, the United Kingdom, France and Germany. He displayed a unique cultural versatility that has frequently earned him the accolade of a Renaissance Man.
THREE STAGES IN LEARNING
ANALYSIS
CRITICISM
INTEGRATION
Reveals not what ought to be, but what is.
Not necessarily NEGATIVE but EVALUATIVE.
The assimilation of NEW information into our storeof things known.
UPSELLING
Telling guests about the products and services so they can enjoy all of the benefits you offer and so the property’s income is maximized. The objective of upselling include exposing the guest to the highest quality of products and services in an effort to make the guest's stay more enjoyable.
Kinds of Servers:
* Order Takers * Service Employees * UPSELLERS
Compare UPSELLERS with Order Takers
ACTION Order Taker
Service Employee
UPSELLER
1. Collects necessary information to handle the guest’s request.
X X X
2. Shows enthusiasm with an attractive smile, sparkling eyes and a friendly manner
X X
3. Finds out guests wants in additional to their needs.
X
4. Uses desire words to describe restaurant / property features and benefits.
X
5. Suggests food and beverage items and other property features using appropriate upselling strategy.
X
All food and beverage service employee should be UPSELLER.
Characteristic of succesful upseller
Product Knowledge
PositiveMentalAttitude
Selling Skills
Which of the three is most important? EACH IS
As MARK TWAIN put it:
“Which leg of 3 legged stool is most important?”
“ORDER TAKER” PROCESS
Seat Guest
PresentMenu
Take Orderand Serve
Service GuestAs Needed
PresentCheck
“UPSELLER” PROCESS
Seat Guest
PresentMenu
Take Orderand Serve
Service GuestAs Needed
PresentCheck
OfferWine/DrinkUPSELL
Take Orderand Serve
OfferHors D’oeuvre
UPSELL
OfferEntree
UPSELL
OfferDrink Items
UPSELL
OfferDessert/Drink
UPSELL
Take Orderand Serve
PresentCheck
IMPORTANCE OF TIMING
When should we offer: Wine/Drink
Hors D’Oeuvres
Entree
Drink Items
Dessert/After Drinks
*** Guest who order coffee should be asked if they would also like a cognac or a coffee drink.
UPSELLING ABILITIESObserve guest behavior to determine possible wants:
Guest Behavior Possible Wants Upsell
Guest orders appetizer To entertain EntreesWines
Guest asks:“How is it prepared?”
Restricted DietGourmet tastes Specials
Guest Dines aloneComplete Meal ServiceTo compensate for lackOf companionship
A completeMeal
UPSELLING STRATEGY
Strategy One:
UPSELLHighest
Priced Item
Wait forGuest
Acceptance
DoesGuest
Accept? ServeGuest
UPSELL SlightlyLower Priced Item
YES
NO
Strategy Two:
YES
NO
Give Guest ChoiceOf TWO highPriced Items
Ask whichItem the
Guest Wants
DoesGuestAcceptOne?
Serve Guest
OfferLower Priced
item
END