Training Maunual

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Gastro Lounge Inc.

11

Food & BeverageBasic ServiceTraining Module

RAMON DEAN REFORZADO JR.



INTRODUCTION

This training module is design to provide the basic knowledge

needed by an individual who is interested in exploring the countless possibilities

of the hospitality industry. Its main focus is to provide the essential information

on the different restaurant and dining service aspect.

These three day program gives emphasis on the proper behavior of aservice professional and the basic knowledge one must have. This program is

inter-active in order to encourage the participants to be involved in the

discussion.

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EXPECTATIONS OF THE EMPLOYERS

UNIFORMS AND STANDARDS:

The Company Look

As a representative of the company, you are expected to take pride and care in

your personal appearance. Always present a professional look and avoid the extreme.

Hygiene

Always maintain clean hands. Keep your fingernails clean, shined shoes and

clean, crisp uniforms.

Jewelry

Wear minimal amounts of jewelry. No more than one of the two simple rings.

Ladies earrings should be small posts or loops, and no more than two in each earlobe.Other forms of body piercing, nose clip and earrings are not acceptable.

Hair

Your hair should exude a clean, sleek and natural look. It should be simple and

with no extreme colors or design.

MEN: Wear hair neatly trimmed off the collar. If you have facial hair, you

cannot grow it while on the job. You must always shave before coming to work. Beards

and goatees are not allowed.

WOMEN: Tie back long hair with accessories made natural looking fabric on

material. Ribbons, beads or glitter are not acceptable.

Attire

The company has taken great care to select your uniform that reflects the style

of the company. Wear your uniforms with pride. Make sure that your uniform is clean,

pressed and without tears. You must always have the buttons done up and your shirt

tuck in.

Shoes & Socks

All associates are required to wear black safety shoes (rubber sole) and black

socks.

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Name Tags:

You will be provided with a nametag that must be worn as part of your uniform.

Lockers:

Because you will need to change into a uniform when you arrive to work, the

company will supply you with a locker. The locker may be your own or you may have

to share with another associate. Either way please be aware that the management may

conduct periodic checks for both sanitary or security reasons.

Sign In/Out Procedures:

Always remember to sign in and out. It will eliminate additional paperwork and

delays in getting paid.

When you arrive for your shift please ensure that you sign in only! When your

shift is completed then you sign out. Please so not sign in and out at the same time as

that might wrongly indicate to us that you are no longer on shift. Do not sign in/out

for another associate, or ask another associate to sign in/out for you. That would be

considered of payroll records and therefore cause for discipline.

Schedule Rights & Obligations:

The following will explain the particulars on scheduling. It is your responsibility to read and understand the following procedures.

The schedule will be posted in advance.

It is unacceptable for you to just not check off a shift you cannot do or do not

want. You must notify a supervisor in person to have it changed.

Leaving on a message on the phone is also not acceptable. You must speak to a

supervisor in person.

Give at least a week notice if you intend to go on leave.

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Policies:

As an employee, it is important to be aware of a few general company policies.

The following policies ensure that the employee’s highest standards are maintained at

all times.

Tardiness & Absenteeism:

It is very important that you be on your time for your shift. You must be in the

workplace ready to go at your schedule time. If you are running late or cannot make it

in to work you must give us as much notice as possible by contacting a Manager or

Supervisor in person.

It is unacceptable to leave a message to a fellow employee with no excuse.

The Work Area:

The work area must be kept clean at all times. Other associates use the same

area and equipment during their shift, and like you they would expect to come to work

and find that everything is in its proper place.

Bulletin Board:

Please be sure to always read the bulletin board, as it contains news and

memos pertaining to your work. Other than monthly associate meeting, this may be

our only other way of communication.

Associate Accidents & Injuries:

If you incur an injury at work, it is very important that you report it as soon as

possible to a supervisor. Even if you feel it is not serious, make sure you report.

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Lost & Found Procedures:

All found items are to be brought immediately to the Managers office where a

supervisor will log it and keep it for safe keeping.

The followings are the usual guidelines that are being implemented by most

companies:

1. All belongings that are left behind by the guest must be surrendered to the

supervisor or the lost and found office.

2. These items will be kept at a safe.

3. A logbook will be filled up with the following details:

Name of employee who surrendered the lost item

Date

Place where the item was found Description of the item

Signature of the person who found the item

4. The supervisor in charge will counter sign the logbook.

5. Lost item will be mentioned in the daily briefing in case of guest inquiry.

6. This procedure must be followed at all times.

Fire & Emergency Procedure:

In any emergency it always important to know and follow certain protocols.

In case of fire:

Don’t panic, know your environment specially fire exits

Know certain materials used to extinguish fire, such as fire extinguishers

and fire hoses

Always have an accessible first aid kit on standby

Know emergency hotlines, such as fire & rescue department, hospitals

and police stations.

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PROFESSIONALISM:

Professionalism is a state of mind. It is vital that you think, talk, and act like a

professional. You represent the company in all your actions on the property, including

your manner of conduct and crispness of your uniform. Whenever you are on duty,

you are on stage! The guest had come to expect great performances from the company.Your performance should be meticulous from the moment you enter the property until

the moment you leave.

TEAMWORK:

Teamwork will be the foundation of the company’s success. It ensures that

service and efficiency are at their best. High energy from the employees is the driving

force behind the teamwork. Every guest is your responsibility. However you must also

provide excellent service to your fellow workers. Always be willing to help otheremployees as if they too were guests. You must count on your fellow employees and

they must also be able to count on you.

POSSITIVE ATTITUDE:

Your positive attitude makes your guest feel welcome. A sincere, friendly smile

is the best tool you posses to project a positive attitude.

AN AIM TO PLEASE APPROACH:

Immediate response to any guest needs reflects a dependable person willing to

do whatever it takes to ensure guest satisfaction. Your sense of urgency creates an

atmosphere in which all guests clearly perceive that their needs are of the utmost

importance and will be met. Our quality and performance standards are set to create

such an atmosphere. Know that you have the resources available to create a

successful guest experience. Anytime you feel you don’t have the necessary resources

to create success, make your manager or department supervisor aware of the situation

so that we may resolve the problem promptly. Our guests return because of the

enthusiasm and genuine desire to make them feel happy and at home.

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SERVICE WISDOM

SERVICE

In the restaurant industry, Service is defined by two words COMPETENCE and

FRIENDLINESS. Competence can be defined as serving food and drinks in the correct

manner to the guest. The service person knows whom the ordered items belong,

women are served first and the standard of restaurant service is not being deviated.

Competent service is often unnoticed, but it results in a good feeling about the

restaurant by the guest.

Friendliness is much more important than competence. The service person

must make the guest feel that they are guests in a private home. However, the service

person must be realistic and not over friendly to the guest.

EXCELLENT SERVICE

Occurs when guests in a restaurant never have to ask for anything. Many times

guests do not realize they have received excellent service until they have left the

establishment.

CUSTOMER REMEMBER

“A good server can save a bad meal, but a good meal can’t save a bad server.”

“Good service is what differentiates restaurants in today’s saturated marketplace. We

are not selling just food in the restaurants; we are selling a pleasant experience.”

Every time a service organization performs for a customer, the customer makes

an assessment of the quality of the service, even if unconsciously. The sum total of the

repeated assessments by this customer and the collective assessments by all

customers establish in their minds the organization image in quality service.

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Consider this:

THE IMPACT OF NEGATIVE WORD OF MOUTH PUBLICITY

100 Guests

10 Served Poorly but never Complained

90 Will Return 10 Never Return

Each Tell 20 Friends about Poor Service 10 x 20 = 200

10 People Report the Story to 30 of Their Friends 10 x 30 = 300

10 Negative Guests Create 500 Negative Word-of-Mouth Publicity

Invisible Report Card

We can think of the customer as carrying an “invisible report card” with them. This is their basis of grading the establishment and to decide whether to partake of

the service again or to go elsewhere. All service person must remember that just like in

the old school days, the students are the one responsible in making their grades. The

same holds true with our guests. They are like our teachers who grade our

performances every time they patronize the establishment.

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SERVICE EXPERIENCE

The Good & The Bad

A good service is defined on the character of the server. And the characteristics

of a good server are as follows;

Approachable

Hospitable

Knows the Menu

Caring

Patient

Flexible

Helpful

Polite

Well groomed

Enthusiastic

Willing to Learn

A Team Player

PRINCIPLES OF HOSPITALITY

GREET EVERY GUEST WITH A SMILE AND THANK THEM AS THEY LEAVE

SPEAK TO GUEST IN A WARM, CORTEOUS MANNER AND WITH

CONFIDENCE

ANTICIPATE GUEST NEEDS AND BE EMPOWERED IN RESPONDING TO IT

BE KNOWLEDGEABLE AND BE PRODUCTIVE

L.E.A.R.N. THE H.E.A.T. IN ORDER TO DEAL WITH UPSET GUESTS

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COMMUNICATION

BODY LANGUAGE -Is any that others can see or hear and interpret, including

facial expressions, posture, hand gestures and noises.

ACTIONS -Is something that you do or say you are going to do.

STATEMENTS -Are the words you use, a combination of what you say and

how you say it.

Know the Three V’s

Vocal - 36 % of the message

Verbal - 7 % of the message

Visual - 57 % of the message

In the process of communication usually people will be focused on your voice

inflection and your body language that some will miss your actual verbal

instructions.

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HOSPITABLE BODY LANGUAGE

SMILE- A smile is a universal gesture of hospitality. A warm, genuine, sincere smile

can never be misunderstood.

EYE CONTACT- Maintaining appropriate eye contact with people tells them you are

honest, sincere, and genuinely interested in what they are saying. Be careful not to

stare! Negative forms include. Staring, rolling eyes, scowling.

EXPRESSIONS- Each person have their own unique mix of facial expressions. Raised

eyebrows is one tell tale sign of excitement. Make sure your face is telling the right

story! Negative expressions include lip curls, frowns, and scrunched noses.

POSTURE/STANCE- Good posture conveys confidence and interest. Stand straight

not stiff. Stand in one place and be sure footed. Avoid shifting weight or swaying.

Hands on hips or folded in front of you send negative messages.

GESTURE- Hand movement is a great way to add animation to your conversation.

Also when you’re out of voice range or on the phone, you can use hand movements to

wave or make acknowledgements.

- Be aware of distracting mannerism such as “hand washing” or “jig leaf”,

“keep your hands out of your pockets and avoid pointing.

GROOMING STANDARDS- your personal hygiene and attire have a tremendous

impact on the way you are perceived, as well as on your credibility.

TONE OF VOICE- This one isn’t really body language, but it’s so closely related, wehad to include it. The point is, how you say something is just as important as what

you say. Just as your body language affects how your message is interpreted, so does

your tone of voice. Be enthusiastic, concerned, positive, and sympathetic - whatsoever

the situation calls for.

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TELEPHONE ETIQUETTE

1. Give priority to incoming calls; try to answer with less than 3 rings.

2. Put a smile and warmth in your voice.

3. Use your natural voice.

4. Hold mouthpiece 4cm away from your mouth and don’t shout or whisper.

5. Don’t chew or eat while receiving a call. Avoid speaking to another person.

6. Always greet callers with Good Morning, Good afternoon, or Good Evening.

7. Then identify your organization, or your department and yourself.

8. Clarify. If you are giving your reasons for calling.

9. Personalize. Make every caller feel important and address them by name if

possible.

10. Listen. Be patient and listen carefully to the caller. Give your fullest attention.

11. Repeat back message and information to double check.

12. Use magic Words: Thank you, Please, etc.. Show your willingness to help.

13. Have a pencil and paper handy, take note if necessary.

14. If and when transferring calls, make it prompt and never keep the caller in the

dark.

15. To ensure that you are not missing anything from the caller and to show your

courtesy let the caller ring off first.

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PERSONAL HYGIENE

SANITATION & THE PREVENTION OF FOOD BORNE ILLNESS

All associates are equally responsible for ensuring the sanitation and

cleanliness of the area in which we work. Due to the severity of food borne illness and

the possible effects, it is necessary to mention several pointers in order to increase

your awareness.

1. Practice good personal hygiene. Associates must wash their hands thoroughly

with soap and water, and use a sanitizer before beginning or returning to

working with food or utensils.

2. No eating, drinking or smoking at work stations.

3. Ready-to-eat food must not be touched with bare hands. Disposable gloves,

tongs, or other dispensing devices must be used to handle food.4. Hold food within safe temperature zones. Hot foods – 140 F minimum; Cold

foods – 40 F maximum. Utilize an accurate food thermometer to check

temperature often.

5. Cover, label and date all foods to be stored. Use approved plastic or stainless

containers only.

6. Use approved wiping cloth (i.e. disposable or cotton cloths). Terry cloth towels

are not permitted for food service use.

7. Toxic and chemical materials must be properly segregated and stored away

from food, food equipment and utensils.

8. You should not handle food if you have a cold or sore throat, for coughing and

sneezing contaminate food through the air.

9. Never handle food if you have skin infections, festered sores or boils.

10. Clean doesn’t necessarily mean sanitary. Clean means free of visible dirt;

sanitary means free of bacteria and micro organisms which cause food borne

illness.

11. The bottom line is that sanitary procedures will prevent outbreak of food borne

illness.

The most important thing to remember is…..

CLEAN AS YOU GO!

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GOOD HOUSEKEEPING

TABLES

Wipe the table tops in one direction

Always wipe the underneath of the table. This will ensure that its freefrom gum and other slimy organism.

Wipe clean the feet of the table every week and when deemed necessary

Report any damage of the table at once to the manager/supervisor.

CHAIRS

Wipe chairs daily making sure that it is clean and free of any food

residue.

Do not place chairs on top of the table

Wipe the legs weekly and when deemed necessary.

Never use any sharp objects when cleaning the chair.

Make sure that the legs of the chairs are not damaged when mopping the

floor

FLOORS

Pick up any litter from the floor

Sweep the floor thoroughly including corners.

Wash the mop head with hot water always.

Use proper chemicals in cleaning the floors.

Make sure that the wet floor sign is up when mopping the floor.

SIDE STATIONS

Wipe side stations clean after every shift.

Replace under liners every week.

Clean side station cabinets daily and replenish items.

WINDOWS

Use appropriate glass cleaning chemical. Ensure that the blade of squeegee is in good condition.

Wipe clean the base of the window pane.

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RESTROOMS

Always check the availability of the paper napkins, liquid hand soap, and

tissue rolls.

Always check the trash receptacles.

Make sure that the hand dryer is functioning. Make sure that the floors are clean.

Make sure that the bowls, wash bins and mirrors are clean.

LOCKER ROOMS

All associates are responsible for the cleanliness of the locker room.

No perishable item must be kept inside the locker cabinet.

A monthly fumigation will be conducted to all locker cabinet.

All associates must provide for their own locks.

Locker cabinet must be kept clean at all times.

BACK AREA

Make sure that the floors, walls and other areas of the back area is

clean.

No associate is allowed to stay at the back area once their shift is done.

All associates are allowed to eat only at the designated area at the back

area.

SERVICE TO BE USED:

BASIC WESTERN SERVICE

Greeting and Seating the Guest

Present the Menu

Order Taking Procedure

Serving

Standard of Clearing the tables and collecting plates

Re-set up a table

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GENERAL RULES

Appearance is important and so is the personality

Positive attitude is a must Maintain a good communication channel with colleagues

Uniforms should be worn while at work and they should be clean

Shoes should always be clean and polished

Stand on two feet and always stand up straight, no leaning against wall or

furniture’s

Everything should be carried on tray when in guest area

No fingers in glasses even when cleaning away from the tables

Always make sure clean ash trays is on the table, change at once when there is

one cigarette end

No sitting in guest area

No running anywhere especially in kitchen and in guest area

Put dishes down carefully and gently

Do not pick up the cups or glass when pouring beverage on the table

Assure that no water-spotted and chipped silver are used

Plates from a table should be cleared only after all of the guest on the table

have finished their meal

GREETING AND SEATING THE GUEST

- Approach the guest at once at the reception area

- Never leave the guest unattended no matter how busy the restaurant is

- Greet the guest by saying “Good morning Sir/Madam, May I help you?”

- If you recognize the guest, address the guest by name, “Good morning,

Mr. Xxx, Great to see y ou again” or something similar to please the guest

- If the guest has a booking, show the guest to the table by saying, “Would

you mind to come this way?” or “May I show you the way” etc. Remember

that eye contact and gestures are very important

- While you are showing the way, do not walk in your own path without

considering the guest speed- Pull the chair for the guest’s convenience and seat him

- Unfold the napkin and ask for the first drink

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PRESENT THE MENU

- Greet the guest and offer the drink. It will depend on the meal period, it

will depend on the meal period, it will depend on the meal period for

breakfast, be quick since most of the people have not much time. For

lunch and dinner, people like to settle down first- Open the menu and present it at the right hand side of the guest

- Before presenting the menu, say “May I present the menu”

- Never forget tom present the menu to ladies first

- Do suggest the special on the menu before leaving the guest alone

THE MENU

STANDARD MENU

Appetizers

Soups

Salads

Pasta

Main Course

Dessert

Coffee Menu

SET MENU

Salad Soup

Main Course

Desert

Coffee

BUFFET MENU

LAURIAT MENU

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BEVERAGE & COCKTAIL MENU

A list of all available beverages, cocktails and mix drinks.

WINE MENU

A selection of wines from all over the world with different grape varieties.

ORDER TAKING PROCEDURE

- Approach the table to take the order with a pleasant smile and ask if the

guest is ready to order

- Take the order in a table plan. This is an advantage when the food is

ready to serve. The servers can serve according to the table plan, this is

particularly useful when the table is occupied by many people

- Begin with the guest next to the host or hostess, if one can be

determined and take the order first of the women at the table, then the

men, then the host last

- Make eye contact with each guest and smile when taking the order

- Repeat the order and make sure to write any special requests, like

without sauce, without dressings, rare, etc.

- Thank the guest for the order

- All food and beverage should be written down clearly in the order slip

separately with proper abbreviation and good hand writing to avoid

misunderstandings

- Remember that the copy for the cashier must be placed at the cashiercounter

- Pass the order to the kitchen or bar immediately. A delay in the ordering

will delay the service.

SERVING

- All food items will be presented on dishes from which they will be eaten

(with the exception of some sauces & dressing and the order of service)

- Bread and butter are the first items on the table so that the guest is

occupied while waiting

- Before you serve the guest, make sure that the appropriate cutlery has

been placed

- Minimize waiting time (from pick up in the kitchen to the table) in order

to keep the food as hot as possible

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- Tell the guest, “Please enjoy your meal”

- Beverage service is done always before the food service, and always from

the right

- Always pour the beer and the mixer and remove the empty bottle

- Food service is done on the left

- During the service, always refill the glass and offer a second or thirddrink if needed

- Suggest the wine. Remember that most people think they can’t order

wine in Japanese restaurant, so there is a need to make them aware of

its availability

STANDARD OF CLEARING THE TABLES AND COLLECTING THE PLATES

- When guest finish their food, the server has to clean the dishes away

without delay. Before taking anything away from the table, make surethat all the people on that table are finished eating. Then ask permission

by asking, “May I clean the table?” with appropriate use of hand signals

- When you start cleaning, start with the lady and work clockwise. Take

out the plates always from the right

- Always clean the plates of the same size together- bigger plates before the

smaller plates to ensure stability

- When clearing away the dishes, remember to clean the cutlery as well

- When clearing the main course, remember all the side plates and breads

must be removed as well

- After cleaning all the dishes from the table, remember to present the

dessert menu to the guest and ask if he would like coffee or tea with the

dessert

BILLING PROCEDURE

- At the end of the meal, prepare the check, double check the total. All the

checks are to be presented to the guest requesting them, whether that

guest is the host or not

- When the guest ask for his check, it is to be given to him inside the

check folder on the right hand side

-

While the guest is reading his bill, wait at some distance where the servercan answer immediately any question he may raise

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- If the guest feels that you have made error on the check, review carefully

with the guest all the items ordered and the prices. If there is still a

problem, ask the manager or supervisor to assist at once. Never argue

with the guest

- Remember to say “thank you” and invite the guest to return after

presenting the check

RE-SET UP A TABLE

- When the guest leaves, make sure that there is nothing left behind. Put

the chairs back to its proper place

- Use a tray to clean all things on the table, then use a clean cloth to clean

the table top and ensure that the table and chairs are tidy

- Make sure that all the appropriate equipment is in good order

PROPER CLEARING

REMOVAL PROCEDURES

Empty plates and glasses are cleared from the right.

Clear one course completely before serving another. Remove all dishes from one guest before going to another.

The plates are removed in the following order: main course, salad, bread and

butter, and vegetable.

All condiments should be removed with the main course removal.

All dishes should be stacked behind the guest onto a tray, which is either held

or placed on a tray stand. Note: tray stands are designed for the oval tray.

When placing dirty dishes on trays, quietly scrape leftover food. Stack like

plates on like plates, using one plate for excess scraps that can be easily slid off

plates. Work quietly!

When carrying large oval trays out of the dining room, the dishes may becovered with a guest napkin, to keep unsightly items out of the view.

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CLEARING THE TABLE BETWEEN COURSES

REMOVAL PROCEDURE:

Used silverware is replaced with necessary silverware needed for the next

course. The same teaspoon may be left on the table if it is being used forbeverage service. A knife, which a guest has used for cutting a salad, for

appetizer service, etc. should be removed when that course is removed, and a

clean one brought. The knives should never be taken off of the plate and laid on

the table.

When removing dishes, care should be taken to remove cracker wrappers, stir

sticks, soiled cocktail napkin, etc. De-crumbing can be done if necessary.

Small, metal, pocket-clip “crumbers” are available for use in cleaning the table

quickly, usually after entrée is cleared and before desert is served. Specialty

restaurants may choose to purchase a more elaborate decrumbing device for

this purpose.

After the entrée course, everything should be cleared from the guest, leaving

only the following items on the table:

- Water glass

- Teaspoon (for coffee later)

- Coffee cup and saucer (or mug)

- Cocktail glass or wine glass if guest is not finished

- Guest napkin

All other silverware, dishes, bread and butter service, and condiments should be

removed.

REMOVAL OF ITEMS DURING THE GUEST’S MEAL

It is policy to wait until all guests are finished with a course before removing dishes.

This is so our guests will not feel rushed nor conspicuous. There are situations where

early clearing is needed, such as with small children at the table, or if used dishes

interf ere with the guest’s comfort. Guests should always be asked before dishes are

removed. The best way is to say “May I remove these please?” or “Would you like me

take this for you?” This is preferred to “Are you finished?”

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BUSSING THE TABLE

Some important points when bussing tables:

Pick up cups by their handles, glasses by the stem or base, and silverware by

the handles. Do not touch with hands any parts of dishes or silver, which havecome in contact with the guest’s mouth.

Stack dishes on trays according to size-large plates together-small plates

together-small plates and saucers on top of large plates (or on side of tray)-tall

glasses in center of tray near cups. Always stack dishes carefully and handle

silverware quietly.

Stack the heaviest dishes on the side of the tray that will be carried next to the

body. Stack the small items around the edge of the tray.

Place silverware together, on the side of the tray.

Remove as tray(s) from the table to the tray. Never dump ashes in the dining

room. Twist paper items together so they will not blow off the tray but do not place

them in glassware or cups. They may be placed on the side of the tray or on top

of dishes.

For tables without tablecloths, the table complement should be moved to the

opposite side of the table, in order to wipe the table. They are not be placed on

chairs, windowsills, and edges of walls or other tables. The table surface and

sides should be wiped clean, with all crumbs wiped into cupped hand, plate or

tray (make sure not to wipe debris onto the chairs of floors). The table

complement is then put back in its proper place on the table. The salt and

peppershakers should be wiped clean at this time.

Chairs must be crumbed each time a table is cleared of soiled dishes. Always

pick up crumbs in a side towel. Do not use guest napkins for any cleaning of

tables. Never wipe crumbs on to the floor. Push chairs back into place after

crumbing. This gives more room for employees and guest to pass, and also

keeps the dining room looking neat and orderly.

The floor around the table should be checked for the debris or spills before

leaving the table.

TRAY SERVICE

In most restaurants, food and beverage are served from trays. There are several sizesof trays, all with non-slip surfaces:

Oval (25” x 27”) – food service in all-purpose restaurants and in specialty

restaurants.

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Round (16”) – for cocktail service in restaurants, room service and some

lounges, for appetizer, beverage, dessert service in all purpose restaurants.

LOADING TRAYS

Care should be taken to proper load trays, for safety reasons. Some general rules

follow:

Never load more than can be carried. Two trips are better than one accident.

Heavier items should be placed in the center of the tray, or area closest to the

server’s body .

Tall glassware should not be placed at the outside edge of the tray where it

might fall off.

Condiment bottles and pepper mills should be laid flat on the tray so they won’t

inadvertently fall off while being carried. When using plate covers for stacking, care should be taken to insure they are

fitted properly on each plate.

The underside of the tray should be checked for cleanliness and free from

grease or moisture.

SERVING FROM/CLEARING TO TRAYS

Oval – this tray is always used in conjunction with a tray stand, usually a

wooden one that opens and can be folded with ease. The tray is placed onto thestand. Care should be taken to ensure the tray being firmly placed on the

stand. This tray should not be placed on a table or chair.

Once food is served or tables cleared, the tray and tray stand are removed from

the dining room. In case where a permanent tray stand has been approved to be

in the dining room, supervision must insure that they do not become stationary

garbage collectors.

When clearing to a tray, dishes of same size should be stacked together as is

possible. When there is excess food on plates, one dish can be placed in the

center of the tray, and food gently but firmly shaken onto the dish. Thisprocedure must be done with discretion, so guests are not subjected to

unappetizing sights. However, care must also be taken so that trays can be

safely carried out of the room. A gust napkin may be used to cover dirty dishes

and other items as the tray is being carried away. The tray is lifted up, the same

way it was put down.

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Round – all beverages are served from a tray, except for carrying a coffee pot or

water pitcher to the table. These may be carried in the free hand. The tray can

be placed on the table in the restaurant only after the guest has left, and the

tray is being used for clearing.

CARRYING TRAYS

Oval – these trays are carried over the shoulder, using one hand on the

heaviest part of the tray, fingers pointed to the back of the tray. They should

not be carried in front at waist level. The other hand should remain free to open

doors, carry a tray stand, etc. the tray should be rested on the shoulder except

when extremely heavy. Experienced employees can eventually balance trays on

the tips of their fingers, although this is not a prerequisite for carrying the tray.

Generally, the tray is carried over the left shoulder, since “IN” doors are located

on the right and there can be a smooth movement by the server when going in

and out of the doors.

Round – these trays are carried on the left forearm, same as the rectangular

ones, in front of the body.

DIFFERENT DINING SERVICE

BREAKFAST

Guest greeted by greeting host/ess Guest seated by host/ess. Menu presented if breakfast placemat/menu isn’t

used

Guest greeted by server, water served (if applicable) and coffee immediately

offered (or another beverage). Filled water glass brought on tray during

breakfast. Extra place settings added or removed.

Breakfast order taken

Appetizers served (i.e., juices, fruits)

Appetizers cleared, if guest are finished.

Entrees, accompaniments, breakfast breads served.

Guest asked if they would like anything else. More coffee offered. Check presented.

Dishes cleared when guests are finished. More coffee offered. Guest thanked

and asked to return.

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AMERICAN SERVICE

In “American” service, food is plated in the kitchen, and placed before the guest.

Side dishes used are for bread and butter, and for salad (vegetables are placed on the

main dish). The general rule for serving is:

“Serve solids from the left, liquids from the right, and to remove soiled

tableware from the right”

Service is fast, since one server can take care of many guests, and a minimum

of training is needed.

FRENCH SERVICE

The pattern of French service involves the use of elegant serving pieces (usually

silver); the heating and garnishing of food at the guest’s table, usually from a guerdon;

and the serving of the food to a heated plate which is then served to the guest by a

person other than the one who “finished” the food tableside. French service usually

involves the use of a team system, details of which are found elsewhere in this section.

French service is impressive, but requires ample space for using a guerdon, takes

more time to complete, and needs more experienced personnel to implement.

Plated entrees are served from the right, bread and butter, salad, etc. from the

left, beverages from the right. All are removed from the right.

RUSSIAN SERVICE

In this service, the food is fully prepared and precut in the kitchen, and then

neatly arranged on platters by the chef. (In most cases this applies to entrée service.

Other courses are served individually). The server picks up the food and returns to the

dining room. Empty plates are brought together with the food, and then placed in front

of the guest. After the plates are placed, the server returns with the tray of food and

going clockwise around the table, serves the food from the guest’s left, with the right

hand.

To recap: “empty plates are placed from the right, by going around the table clockwise.

Food is served from the platter from the left of the guest, the server going around the

table clockwise.

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LAURIAT SERVICE

This type of service is used for Chinese Banquet. Lauriat Service requires

portioning of some of the food depending on the menu. Food is brought out from the

kitchen in big platters according to the order of Chinese course.

COCKTAIL SERVICE

Although this type of service is not written in any manual or recognized by the

international community, this service is very common in the Philippines. In some

countries, they prefer to call it Hi-Tea Service or Snacks service. The most common

element is that this type of event normally composes of food that is classified as finger

foods or pica-pica while beverage requirement depends on the organizer. Choices on

beverage can be limited or what we call open bar.

Cocktail fork, cocktail napkin and small plates are the equipment used while

food service is done by tray service, wherein a waiter/waitress carries a tray with foodand offer it to the guest or sometimes, a small table is set up where the food are

placed.

BUFFET SERVICE

This type of service is also called “fast” meal service. It can apply to breakfast,

lunch, snacks and even dinner. This set up applies as well to various menus. Another

appeal of this service is that it offers the guests an opportunity to sample items which

he/she might not otherwise try, as well as the “bargain” appeal in terms of price/value

ratio. The buffet station must always be clean, food deliciously appealing, set up with

an intelligent thought of arrangement for guest ease and smooth traffic flow; welllighted for maximum merchandising and kept open until the appointed time.

LOUNGE FOOD SERVICE

Some type of food service is available in all lounges; from snacks to raw bar

entrees. Basic service rules applies, but with some exceptions.

Because lounge tables are generally smaller than restaurant tables, rolled silver

is used for food orders. Standard service is one fork, one knife, one spoon in a

linen napkin. (In our case we will only use a cocktail fork/salad fork and a

piece of personalized paper napkin). There is no pre-set table complement in lounges for food service, so all

accompaniments must be brought with the order.

Extra care should be taken to check on cleanliness under tables after food

service, since the lighting makes it difficult to see during cleanup.

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SERVICE DELAYS/PROBLEMS

If the server faces a delay in service to the guest – a busy kitchen, a dropped

order, a miscommunicated order, etc.,- he/she should immediately inform the

guest of the delay, and offer something to occupy them until the order is up.

For example,

“I just checked on your order, and it is not quite ready yet. Might I bring you

(more bread) (another cocktail) in the meantime?”

No one should be blamed for the delay, since this does nothing to speed up the

delivery of the item.

If the server feels the food/beverage item is not what it should be, the manager

or supervisor should be informed. Arguments should be avoided.

DIFFERENT DINING EQUIPMENTS

GLASSWARE

- Goblet

- High ball

- Poco grande

- Burgundy glass

- Bordeaux glass

- Champagne flute- Pilsner

- Old fashion

- Martini glass

- Margarita glass

- Gibraltar

- Shot glass

- Brandy glass

- Irish coffee mug

- Coffee cup & saucer

- Demitasse cup & saucer

- Tea pot & saucer

- Sugar bowl

- Milk jug

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PROPER HANDLING OF GLASSWARE

Always serve spotlessly clean glasses

Always hold the glassware at the base or stem

For cups or mugs, it must be picked up by the handle

Chipped glassware should be shown to the manager/supervisor, and thendiscarded

Always clear glassware first

Always place glassware into proper rack

FLATWARE

- Dinner knife

- Dinner fork

- Salad knife- Salad fork

- Soup spoon

- Dessert spoon

- Dessert fork

- Steak knife

- Cocktail fork

- Teaspoon

- Demitasse spoon

- Serving tong

- Serving spoon (buffet use)

- Serving fork (buffet use)

PROPER HANDLING OF FLATWARE

Always serve clean and polished flatware

Always hold flatware with a waiters towel or at the side of the handle

Always soak flatware into its proper chemical solution

Always segregate flatware accordingly and placed into its proper rack.

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CHINAWARE

- Dinner plate

- Salad plate

- Pasta plate

-

Dessert plate- Cocktail plate

- Round Chinese platter

- Oval Chinese platter

PROPER HANDLING OF CHINAWARE

Always serve clean chinaware

Never pressed your thumb on the plate to avoid thumb mark

Always clear and stack chinaware according to the same type

Never carry more than 10 empty plates at the same time

Always use decoy system

SAFETY CHECKLIST

Always keep the following safety tips in mind………..

Look as you round corners or say “coming around” as you go around “blind”

corners. Others will know you are coming.

Wear proper shoes to prevent slips and falls.

Never run, Avoid sudden stops and runs.

Slow down, you will get there safer.

Tell people you are behind them.

Always walk to your right side.

Never leave dishes, trays, glass racks or carts in walk - ways

Never overload trays.

Use proper lifting technique- lift with your legs, not your back.

Hold trays with one hand, leaving the other for protection.

Clean all spills and drops immediately.

Know location of wet floor signs and mop stations (and use whenever needed)

Know locations of fire extinguishers and how to use them.

Beware of hot surfaces- toasters, coffee, urns etc.

Never put knives or metal objects into toasters.

Always use an ice scoop- never your hands or glass.

Always report an accident or incident to your Supervisor IMMEDIATELY

SAFETY FIRST!!!!!!

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HOW TO OPEN AND SERVE A BOTTLE OF WINE

Mis-En-Place in opening a Red Wine;

1. Corkscrew

2. Wine cradle/table

3. Glasses

4. Service cloth

For White Wine;

1. Corkscrew

2. Wine bucket and stand

3. Glasses4. Service cloth

10 step guide in serving wine

1. Approval. Present (label out) to the right of the host/person ordering. Upon

approval, place the wine on the corner of the table.

2. White wines may be opened on the coaster/plate or in an ice bucket.

3. Red wines should be opened on the corner of the table. In-hand opening is

acceptable if space does not permit table top opening.4. Foil removal, cut the foil below the lip-neat and complete. Pocket the foil. Two

reasons to cut below the lip; (1.) Avoid sediment/dirt to be poured into wine, (2.)

Avoid wine contacting the foil (due to dripping)

5. Wipe bottle. Wipe moisture from bottle.

6. Wipe lip. Wipe the lip of the bottle before and after you remove the cork with the

corner of the napkin. Do not touch the lip with your fingers.

7. Pull the cork. Extract the cork without jolting the wine. Insert the point of the

auger just off-center, set the auger by rotating 1-2 turns, continue until 1 turns

remains on the auger (not penetrating the bottom of the cork). Set the lever

handle and hold in place with opposite hand. Pull straight up slowly to ensurean even tension on the cork. Continue until cork is out (you may use your hand

around the cork to complete the extraction if necessary). Pull slowly and steady

to avoid breaking the cork and the excessive POP!

8. The Cork, place without fanfare to the right of the taster. Proceed.

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9. Tasting/Approval. Pour 1-2 ounces for tasting. Wait for approval from the taster.

10. Pouring. The following are general guidelines for pouring sequence;

Guest of honor (if applicable)

If a couple/twosome, the other person is serve first

If a group, pour clockwise around the table: women first, then men

Host is always served last.

Fill level should be less than one-half and no more than two thirds full. When in

doubt, pour less not more, if you have a concern that you will not make it around the

table. Pouring level should be consistent from glass to glass.

SPARKLING WINE OR CHAMPAGNE

Sparkling wine service is similar to that of white and red wines with the

following notes;

Never open a non-chilled bottle. It will explode and foam over.

Use an ice bucket; 50/50 water and ice. This allows you to handle the bottle

easily and keep the wine properly chilled.

When opening, place a napkin and your hand over the cork before loosening the

cage.

Untwist the cage and loosen the wire – do not remove the cage.

Twist the bottle (not the cork). One hand is holding the cork inside the cage,

twisting the bottle with the other hand, holding the bottle at a 45-degree angle.Open with a minimum “pop” or a slight “hiss”.

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CHECKLIST FOR GOOD SERVICE

A good exercise would be to have servers ask these questions of them, to see

where they stand in terms of good service:

Do I know the menu thoroughly? Do I know beverages?

Do I always wear a smile?

Do I use the proper food accompaniments?

Do I see that water glasses are constantly filled and iced?

Do I serve food and beverages properly?

Do I make guest feel welcome? Am I alert to their needs?

Do I keep guest tables in order through the whole meal?

Do I check back at least twice during the meal to see that everything is

fine?

Do I walk and work with confidence?

Do I show pride in my job?

Do I have knowledge necessary to answer other questions guests may

have about the restaurant and hotel?

Guest knows when they receive good service. Very often they cannot specify why, but

they are sensitive to fine details. A good server pays attention to all aspects of service,

knowing that the whole picture is made of a myriad of small details, each important in

its own way; each adding to perfect service.

END OF TRAINING

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Training Maunual