A FOOD AND BEVERAGE SERVICE ATTENDANT/WAITER is a competent person who provides food and beverage services to guests in hotels, motels, restaurants, clubs, canteens, resorts and luxury liners. The FBS attendant/waiter should have the knowledge, skills, and attitudes required to provide food and beverage services to customers in different hospitality industry establishments.
Duties and Responsibilities of the Food and Beverage Service Attendant/Waiter
Basic Function: Takes and serves food and beverage orders according to prescribed standards of service.
Specific Duties: 1. Looks after the necessary preparations before the start of operation: a. wipes/prepares the necessary containers, mis-en-place, napkins, tray, cutleries, other supplies; b. refills salt and pepper shakers and other condiments. c. checks and re-stocks service station and sees to it that the par stack is maintained. d. sets-up the table and installs required facilities. 2. Studies the menu and familiarizes himself with the outlets specialties as well as out of-stock items and undertakes suggestive selling; Knows the menu and specialties. Does suggestive selling for out-of-stock items 3. Takes order and serve food and beverages; 4. Places orders to the kitchen and pick up orders (in the absence of a busboy). 5. Assists in welcoming and seating guests. 6. Presents food bill to guest receives payments and remits the same to the cashier 7. Attends to guests inquiries, requests and complaints. 8. Clear-stable of soiled dishes, dirt and trash (in the absence of a busboy). 9. Performs other side duties and assignments given by the superior.
J ob Description of service personnel
The following are the personnel involved in food and beverage service industry
FOOD AND BEVERAGE SERVICE MANAGER Basic function: Plans, organizes, directs and controls the delivery of services in all outlets, guestrooms and banquets and sees to it that policies and standards are complied with.
HEADWAITER or OUTLET SUPERVISOR Basic Function: Oversees food and beverage operations in his assigned outlet, and ensures that services are carried out in accordance with prescribed standards and policies.
CAPTAIN WAITER Basic Function: Oversees the set-up and delivery of services in his/her assigned station.
RECEPTIONIST Basic Function: Welcomes and greets customers at the entrance and escorts them to their tables.
FOOD AND BEVERAGE SERVICE ATTENDANT/WAITER Basic Function: Takes and serves food and beverage orders according to prescribed standards of service.
BUSBOY Basic Function: Dining room helper and runner
BARTENDER Basic Function: Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed standards.
BARBOY Basic Function: Acts as runner and helper in the bar.
French Service
A formal type of service that originated from European nobility and presently enjoyed by a few who can afford the expensive meals served. The French service entails the initial preparation of food in the kitchen, with the final preparation done in the dining area in front of the guest.
The food is brought to the table on a cart, called gueridon. On the gueridon is small heating equipment, called rehaud. This service requires a high level of competency and showmanship of the food and beverage service attendant/waiter.
Role of the two waiters working together to prepare and serve the meals: 1. Chef De Rang (experienced waiter) seats the guests, takes the orders; serves the drinks; prepares some of the food with flourish at the guests' tables and presents the check for payment. 2. Commis de Rang (assistant) takes the order from the chef de rang; picks up the food from the kitchen and carries it to the dining room; serves the plates as dished by the chef de rang; clears the dishes and stands ready to assist when necessary.
General Rules of French service
Food is plated directly from the pan to the guests plate where the gueridon serves as the working station Serve food and beverages from the right side of the guests using the right hand, right foot forward except small items like bread and butter. Clear food and beverages from the right side of the guests using right the hand except items located on the left side Serving movement should be in clockwise direction.
Russian Service
Food is brought into the dining room in a silver platter and is served by the food and beverage attendant/waiter to the guests' plates which have been previously set before the guests arrive. All work can be done by one waiter. It is commonly used for banquets and formal sit-down meals where all the guests are having the same menu
General rules of Russian service
Use a separate service spoon and service fork for each dish. Two spoons are not used together but two forks may be used for delicate food. A single utensil is never used to hold food items. Hold platters parallel to the floor at all times. Make sure the platter is balanced. Serve ladies first. Stand slightly behind and to the left of the person to be served, your feet together and back straight. Step forward with your left foot into the space between the guests, placing the platter between the guests, and over the table space. Lower your body using your legs and keeping your back straight. Keep the platter level and balanced Lower the platter until it is approximately 1 inch above the plate to be served. Never allow the platter to touch the guests plate. Do not attempt to serve from a platter higher than 1 inch above the guests plate to avoid spillage
Tip! Utensils are always in the right hand, as the platter is always in your left hand, regardless of right-handedness or left handedness of the service personnel
Steps in handling serving fork and serving spoon
Position the ends of the service spoon and fork in the center of the palm of the serving hand. The service fork should be on top of the service spoon. Except the forefinger, hold the service spoon firmly. Use the forefinger and thumb to hold the handle of the service fork.
American Service
American service is characterized by portioning all the food on the dinner plate in the kitchen. It is the fastest of all types of service and requires the least amount of skills of the food and beverage service attendant/waiter. In this service, equal portioning and uniformity in plate presentation must be given attention.
General Rules of American Service
Serve plated food from the left of the guest, using your left hand. Move in a counter clockwise direction whenever. Clear plates from the right of the guest, using tour right hand. Stack them on your left hand, wrist and forearm. Move forward in a clockwise direction. Items located on the left side such as B&B plate, fork and others are cleared from the left side of the guests. Do not reach across the guests. Serve beverages from the right side of a guest with your right hand, travelling in a clockwise direction
Reminder! Soup is served and cleared at the right side of the guests using right hand.
Buffet Service
A type of service in which guests select their meal from an attractive arrangement of food on long serving tables. This service is characterized by the guests obtaining either whole meal or parts of the meal. Food is usually stocked in warmers or chafing dishes which are properly arranged from light to heavy meals. Salads and desserts can be displayed in a separate area to hold its desired temperature. Buffet service is a faster service and prices are usually lower than in other types of services
General Rules of Buffet service
Reserve pre-arranged food in a chafing dish for refilling. Never refill food in the dining area using any type of plate. All serving utensils must be placed in an underliner plate. Names of each dish must be displayed on the buffet table using a tent card. Service personnel are responsible for maintaining the smooth traffic flow of guests. They must give special attention to every detail necessary in a buffet service.
Dining Tools: French Service A. Dining Tools 1. KNIVES Fish Knife Dinner Knife Salad Knife Butter Spreader 2. SPOONS Soup Spoon Table Spoon Long Spoon Dessert Spoon Tea Spoon Demi-Tasse Spoon 3. FORKS Dinner Fork Dessert Fork Cocktail Fork Salad Fork 4. GLASSWARES Water Goblet White Wine Glass Red Wine Glass Collins Glass Sherbet Glass Champagne Saucer 5. PLATES Dinner Plate Fish Plate or Salad Plate Side Plate or Bread Plate Dessert Plate Side Plate or Appetizer Plate 6. Cup And Saucers Demi-Tasse Cup and Saucer Cup And Saucer 7. Other Tools Coasters Ash Tray Creamery Set B. Serving Tools Serving Fork Serving Spoon Soup Ladle Cake Server Hot Chocolate Pot Coffee Pot Tea Pot Pitcher Trays Bread Basket Soup Tureen
Dining Tools: Russian Service
A. Dining Tools 1. KNIVES Dinner Knife Salad Knife 2. SPOONS Soup Spoon Table Spoon Long Spoon Dessert Spoon Tea Spoon 3. FORKS Dinner Fork Dessert Fork Cocktail Fork Salad Fork 4. GLASSWARES Water Goblet Collins Glass 5. PLATES Dinner Plate Salad Plate Dessert Plate 6. Cup And Saucers Demi-Tasse Cup and Saucer Cup And Saucer 7. Other Tools Coasters Ash Tray Creamery Set B. Serving Tools Serving Fork Serving Spoon Soup Ladle Cake Server Hot Chocolate Pot Coffee Pot Tea Pot Pitcher Trays Soup Tureen
Dining Tools: American Service A. Dining Tools 1. KNIVES Dinner Knife 2. SPOONS Soup Spoon Table Spoon Dessert Spoon Tea Spoon 3. FORKS Dinner Fork 4. GLASSWARES Water Goblet Collins Glass 5. PLATES Dinner Plate Salad Plate Dessert Plate Side Plate or Appetizer Plate 6. Cup And Saucers Demi-Tasse Cup and Saucer Cup And Saucer 7. Other Tools Coasters Ash Tray Creamery Set B. Serving Tools Soup Ladle Cake Server Hot Chocolate Pot Coffee Pot Tea Pot Pitcher Trays Soup Tureen
A. Handling Flatwares 1. Always use a lint free cloth should be used to wipe wet flatware for this will prevent water marks 2. Always hold flatware at the waist. Do not touch the top or bottom areas to avoid fingerprints. 3. Handle flatware with a cloth napkin to avoid fingerprints B. Handling Glasswares 1. Never handle glasses by the rim. 2. Hold stemmed glassware by the stem. 3. Grasp a non-stemmed glassware at the lower 1 inches of the glass.
Carrying and unloading Trays
A. How to Carry and Serve using a Small Tray/Tea Tray/Round Tray 1. Carry the tray at waist level. 2. Carry the tray with your left hand and serve beverages using your right hand, right foot forward. B. How to Carry a Large Tray/Oval Tray 1. Your body should be parallel with the tray stand. 2. Bend your knee as if you are about to kneel. 3. Balance the tray. Then, slide the tray on to your shoulder and use the palm of your hand to hold your tray. You normally put the tray on your left shoulder so that your right hand is free to control the tray. 4. Your arm (elbow to wrist) should be at the right side of the tray. 5. Use your legs to stand up to give you the strength to lift up the tray. Use your right hand to control and support the tray. TIP!! You may put a clean napkin on your shoulder in carrying large trays to protect you from getting dirty. C. Carrying and Unloading a Rectangular Tray 1. Ensure that the tray is balanced. 2. The board side of the tray should be along the access of the arm. 3. Hold the upper left arm close to the body and lock your left elbow. 4. Use your left hand to grip the far rim of the tray if its possible to do so. 5. Always maintain the balance of the tray in serving.
Pyramid Napkin Fold
STEPS: 1. Fold the napkin in half diagonally. 2. Fold the right end up to meet the far corner, ensuring the edge of this new fold lays on the centerline 3. Repeat the last step with the left side, folding the left tip up to the far corner, creating a diamond shape with a seam running down the center. Turn the napkin over, keeping the open end facing away from you. 4. Fold the napkin in half by bringing the farthest point of the diamond up and back to the nearest point. 5. Turn the napkin over again, this time keeping the open end facing towards you. 6. Fold the napkin along the center seam and you have a neat, sturdy pyramid. If your napkin won't stand neatly then you may need a little starch.
Candle Napkin Fold
STEPS: 1. Fold the napkin in half diagonally, the open end points away from you. 2. Fold the long side up just about an inch. Press this fold down well 3. Starting at either end, tightly roll the napkin into a cylinder; Be careful to roll it straight so it will stand solidly. 4. Tuck the end of the roll into the base on the backside and stand it up.
Bishop Napkin Fold
STEPS: 1. Fold the napkin in half diagonally, the open ends are pointing away from you 2. Fold the right-corner up so that the point rests directly on top of the middle-corner. The edge of this new flap should lay on the center line of the napkin. 3. Repeat the previous step on the other side, bringing the left-most corner up to meet the middle-corner, creating a diamond shape. 4. Fold the bottom of the napkin up about 2/4's of the way and press this fold down well. 5. Fold the smaller triangle down so the point rests on the near edge of the napkin. 6. Curl the left and right sides of the napkin up so they meet in the middle and tuck one into the other. 7. Stand it up and tug at it where needed to even it up and round it out.
Standing Fan Napkin Fold
STEPS: 1. Fold the napkin in half, the open end towards you. 2. Fold the napkin like an accordion starting at either narrow ends. Leave one end with 2-3 inches of unfolded napkin to support the standing fan. 3. Fold the napkin in half with the accordion folds on the outside. 4. Grasp the unfolded corners where they meet on the open end and fold them in diagonally, tucking them under the accordion folds. 5. Open it and stand it up. A beautiful fan for a beautiful dinner.
Bishop's Hat Napkin Fold
STEPS: 1. Lay the napkin face down in front of you. 2. Fold the dinner napkin in half so that the open end is towards you. 3. Fold the far-right corner diagonally towards you, resting the point in the center of the side closest to you. 4. Fold the near-left corner diagonally away from you, resting it so that it lays right next to the previous fold. 5. Flip the napkin over and orient it so it points to the far-left and to the near-right. 6. Fold the bottom half of the napkin up and away from you, laying it so the far edges run on top of one other. 7. Reach underneath of the napkin and pull out the flap on the right, making the near- side come to two points as seen in the picture. Gently roll the left half of the left triangle over and tuck its end underneath the right triangle. 8. Flip the napkin over, points pointing away from you. 9. Fold the right-triangle to the left, tucking its end into the other triangle. 10. Open up the hat and press the material inside down to fill it out so that it becomes circular, this may take a little fidgeting.
Lotus Napkin Fold
STEPS: 1. Lay the napkin face-down in front of you. 2. Fold the remaining two corners of the napkin in so the tips meet with the last two in the center. 3. Once again, begin folding the outer corners in so they meet at the center. 4. Once all of the tips are folded you are left with a square about 1/4 the size of the unfolded napkin. 5. Flip it over. 6. Fold the corners in so they meet in the center and then place something sturdy in the center, or hold it with your fingers. 7. While maintaining downward pressure in the center of the napkin, reach underneath each corner and pull out the flaps to create petals. 8. Remove the center weight and your rose should look as pictured here.
Sailing Boat Napkin Fold
STEPS: 1. Lay the napkin face-down in front of you. 2. Fold the napkin in half diagonal to form a triangle. 3. Roll the napkin and leave 3 inches from the tip. 4. Fold the napkin in half, with rolls inside.
Laying the table cloth
Before laying the tablecloth, the table and chairs should be in their correct position. The table top should be clean and the table leveled with care to ensure that it does not wobble. If the table wobbles slightly, a disc sliced from the cork will correct the problem. Next, the correct sizes of the tablecloths are folded, known as the screen fold.
Check the table for steadiness and position it for ease of access for service. If the table is unstable, it must be stabilized. Stand centrally between two legs of the table. Position the folded cloth on the table with two woven edges towards you and the two folds of the concertina facing away from you. Position the vertical center crease in the center of the tables, holding the concertina fold. Lean across the table and release the bottom layer of the cloth to hang over the far edge of the table. Re-position the horizontal crease of the cloth in the center of the table. Release the hold on the center fold and draw the top fold towards you. Having centered the cloth both vertically and horizontally, the cloth should now be positioned with an equal drop all around, with the folds of the cloth covering the legs.
Breakfast Table Set up
1. Setup the Center Piece a. Place the center piece at center of the table b. Place the SS on the left side of the center piece c. Place the creamery set at the right side of the center piece 2. Setup the Plates and Napkins a. Place a folded napkin at the center of the breakfast plate. b. Place a bread plate and butter knife on the left side c. Place a cup and saucer with the teaspoon to the right 3. Setup the Flatware a. Place a dinner fork to the left of the breakfast plate b. Place a dinner knife at the right side of the breakfast plate. 4. Setup the Glassware a. Water goblet is at the right side on top of the dessert knife b. Collins glass to the right slightly lower than the water goblet
Lunch Table Set up
1. Setup the Center Piece a. Place the center piece at center of the table b. Place the SS on left side of the center piece c. Place the creamery set at the right side of the center piece 2. Setup the Plates and Napkins a. Place a folded napkin at the center of the breakfast plate. b. Place a bread plate and butter knife on the left side c. Place a cup and saucer with the teaspoon to the right. d. Place a soup plate on top of the dinner plate. 3. Setup the Flatware a. Place a dinner fork, salad fork, and cocktail fork at the left of dinner plate. b. Place a dinner knife, salad knife, soup spoon at the right side of the dinner plate. c. Place a dessert fork and spoon on top of the dinner plate 4. Setup the Glassware a. Place a water goblet on top of dinner knife b. Place red wine and white wine glasses to the right slightly lower than the water goblet
Dinner Table Set up
1. Setup the Center Piece a. Place the center piece at center of the table b. Place the SS on left side of the center piece c. Place the creamery set at the right side of the center piece 2. Setup the Plates and Napkins a. Place a folded napkin at the center of the breakfast plate. b. Place a bread plate and butter knife on the left side 3. Setup the Flatwares a. Place a dinner fork at the left of dinner plate. b. Place a dinner knife at the right side of the dinner plate. c. Place a dessert spoon on top of the dinner plate 4. Setup the Glassware a. Water goblet at the right side on top of dessert knife
Welcoming the Guests
STEPS: 1. As soon as the guest enters the restaurant, acknowledge his presence by greeting Good morning, afternoon, etc. 2. If possible, greet them by their name using prefixes like Mr., Mrs. Atty., etc. if you know them. 3. Never use their first name. 4. If the guest is a repeat guest, say Im glad to see you again. It is friendly. 5. Never say I havent seen you for a long time. It is nagging.
Escorting the Guests
STEPS: 1. Usually the guest informs the receptionist about his reservations and upon checking with the restaurants table layout, the guest will be escorted to his reserved table by saying: This way please. 2. If the guest has no reservation, receptionist should ask how many are they in the party, and if she thinks there is still a vacant table to accommodate them, she should lead them to that table. 3. When ushering guests to the table, walk ahead with suitable gait. Do not get too far or they may sit in some empty spot you have not prepared for them. 4. If the receptionist is busy, the manager, headwaiter or captain can escort the guests.
Seating the Guests
STEPS: 1. Avoid the use of four-seat table for one or two people unless there are no other tables available and obviously no smaller table will be available soon. 2. Loud, noisy parties may be placed in private rooms or towards the back of the dining room so that they will not disturb other guests. 3. Elderly or handicapped persons may wish to be near the entrance of the rooms so they do not have to walk far. 4. Young couples like quiet corners and good views. 5. Well-dressed parties who are an asset to your restaurant may be placed at center position. 6. On the other hand, should the guest requests for specific locations, try to accommodate him. 7. In seating the guests where there are ladies in the party, seat them with the best view. 8. Help the guests by pulling out their chair and pulling back when guests are about to sit.
Technique in Unfolding Napkins
STEPS: 1. Pick up the napkin using the right hand from the right side of the guest. 2. Unfold the napkin from its fold into a triangle 3. Place it across the guest's lap with the longest side of the triangle closet to the guest 4. Move around the table opening the napkins, ladies first
Procedure in Serving Water
STEPS: 1. Position the water glass to the right of the wine glass above the table knife 2. Pour water from the guest's right side 3. Move around the table pouring the water, serving the host last 4. Continue to offer water throughout the meal as required
Procedure in Serving Bread
STEPS: 1. Place the butter next to the bread and butter plate 2. Use the left hand to carry the bread basket and use the right hand to carry serving fork and serving spoon 3. Transfer the bread basket to the flat of the left hand 4. Serve from the guests left side 5. Hold the left hand (with the bread basket) down over the edge of the side plate 6. Transfer the bread from the basket to the side plate using service gear 7. Move around the table, serving the host last
Offering and Serving aperitif drinks
STEPS: 1. Offer the beverage list or suggest a variety of the beverages available 2. Assist the guests in making their selections by explaining what is in the various cocktails and what they look like 3. Record the orders in sequence around the table 4. Place the order in the bar 5. Arrange the drinks in sequence of service on a bar tray 6. Place a coaster on the table 7. Face the garnish of the drink to the 3 oclock position 8. Inform the guest about the beverage name
Type of Menu
1. The la carte menu The key characteristics are: a. A complete list of all foods served: extensive choice listing under course headings, or type of meal or cooking method. b. Each dish is priced separately; shows the price of each dish. c. All dishes being prepared to order often containing the exotic and high cost seasonal foods. d. Usually more expensive: higher cost price. 2. The table dhte menu or set menu The key characteristics are: a. Restricted menu: the menu has a fixed number of courses (3 to 4 selections). b. There is a limited choice within each course. c. Fixed selling price. d. All dishes are ready to be served at a time. e. The menu can be available during a pre-determined time.
Content of Menu
The foods on traditional menus are grouped into categories of related foods according to the custom and preference of the management.
1. APPETIZERS juices, fruits 2. SOUPS maybe separate or grouped with appetizers, included with table dhte entrees. 3. ENTRE steaks, seafood, meat, poultry, sandwiches, salads and specialties. 4. DESSERT pies, ice cream sherbet and sundaes. 5. BEVERAGES coffee, tea, milk and other drinks. 6. COCKTAILS & WINES Red wine, White wine and other cocktail drinks. 7. SPECIAL OF THE DAY may be a left-over or a seasonal dish or chefs specialty. 8. SEASONAL SPECIAL attached to the menu when there is abundant supply of particular food available at a low price
Presenting the Menu
In this session, you will learn how to present the menu. Also, you will learn to take orders and suggest menu items to guests
STEPS: 1. Present menu to each guest, ladies first. 2. In operations with folded menus, the menus should be opened as they are offered to each guest. 3. Present the menu from the guests right side 4. Menu should be presented right side up, that is in a position to be read without turning them Maam/sir, I would like to present to you our menu for your selection, I will take your order whenever youre ready
Explaining the menu and taking the order
STEPS: 1. When the guests seem ready to order, stand near the table 2. Stand straight, with both feet on the floor 3. Offer and explain the house specialties and menu enthusiastically. 4. Answer the guests' questions honestly but without speaking badly of any dish on the menu 5. Make suggestions and offer alternatives 6. Ask for the order. Address ladies before gentlemen, unless there is an obvious host who may be ordering for the table 7. Hold the order-taking pad in your left hand. 8. Stand to the right of the person whose order is being taken 9. Be quick, yet courteous 10. Maintain a conversational tone even if its busy and noisy. Dont shout and dont ask guests to shout their order 11. Repeat the guest order accurately 12. Always smile and be attentive
Completing Table Set Up
STEPS: 1. Prepare the cutlery for each guest on a service plate 2. Start with the guest whose order was taken first, move around the table to correct the covers 3. Set up the knife section of the first guest and the fork section of the next guest by standing between them to prevent the need to lean across the front of the guest 4. Guests use the outer cutlery for their first courses and move inwards for each succeeding course. 5. Pick up the cutlery, holding it between the thumb and index finger at the neck or join between the handle and the top of the appropriate cutlery. This will ensure that no fingerprints can be seen on the cutlery after it has been placed
Serving the Order
To provide a prompt and efficient service, observe the following: 1. Always serve the ladies first or the children first. 2. Mention or show the dish or drink to the guest before placing it down in front of them. Say, Your hamburger steak, Maam, etc. 3. Serve and pour all beverages from the right. 4. Fill glass 2/3 full on the table. 5. Never fill the glass to full 6. As to what side you serve the dish, remove also the empty plate on the same side. 7. Never reach across the guest. If ever necessary, an apology should be made. 8. Always stand to the left of the guest you are serving. 9. Soiled dishes should be removed promptly. 10. Always have a clean napkin or clean dish towel draped over your left arm in readiness for an emergency. 11. Never put back on the table dropped items like silverware, napkins and etc. Replace them with fresh ones. 12. Always use a tray in bringing foods or beverage to the table or in taking dishes and utensils in the kitchen or stewarding area. 13. Clean ashtrays continuously. Cover them when removing. 14. Never touch the rims of plates or dishes containing food or of cups and glasses containing beverages. Be alert to the needs of guests, keeping their water glass full.
Guidelines in removing soiled plates and flatwares
1. Be ready to do in the least possible time and in the most efficient manner your cleaning job. 2. Clean your cart and bus trays after each unloading. Never re-enter the dining room with the dirty equipment. After each trip to the kitchen, make sure you have clean water and sponges in your own supplies. 3. Dish cart should carry all the supplies and cleaning materials needed to clear tables. This may include several plastic dish trays, sponges towel, hot soap, water and brushes. 4. Remove the glasses first when cleaning tables to minimize breakages. Never stack glassware on the cart. 5. Used napkins, straws and other paper or plastic throwaways should be placed in the trash container on the dish cart. 6. Use both hands and place silverware, handles ups in sterile cups on the cart. Do not place all one type in a single cup. 7. Never stack cups too high. Stack cups and saucers near the center of cart. Scrape garbage or left-over foods into container on the cart as you proceed. Stack plates according to size but never too high. If tray serve is used for removal of dishes, make sure that you have clean ones available. Do not re- use dirty tray.
Procedure in removing soiled plates and flatwares
Procedure in removing soiled plates. flatwares, condiments, shakers, soiled glasses, and soiled napkins are as follows:
Soiled plates, and flatwares 1. Get tray 2. Ask guest if they are done eating 3. Buss out the soiled plates and flat wares 4. Bring the soiled plates/ flatwares at the dishwashing area or side station
Condiments, shaker, soiled glasses, soiled napkins 1. Get tray 2. Excuse yourself to the guests 3. Remove condiments, shakers, soiled glasses, napkins 4. Return condiments and shakers to the side station 5. Put soiled napkins in the linen box 6. Bring soiled glasses to the dishwashing area/side station
Proper Handling of Guests' Complaints
Standard Procedure: 1. Welcome complaints from the guests 2. Do not argue with the guests. The guest is always right. 3. Take immediate action. 4. Let the guest feel that you are taking the matter seriously. 5. Always report complaints for corrective action
Tips in Handling Guests' Complaints
When handling complaints, do the following: 1. Listen attentively 2. Try to understand the cause of the complaint 3. Apologize and promise to correct the situation 4. If the complaint concerns food, offer to exchange or substitute other food. 5. Thank the guest for bringing the complaints to his attention so you can take care of it. 6. If you are unable to satisfy the guest, call the manager who will handle it. 7. Report all complaints to your supervisor, no matter how trivial it is, so corrective action can be taken.
Presenting the Bill
The following are some of the important things to follow in the proper handling and processing of guests' checks: 1. If there is more than one couple in the group (especially tourists), ask if they prefer separate checks. This will save time and eliminate confusion later when the check is presented for payment or signature. 2. Complete the information in the order slip as to the number of guests, table number, date and your name so that the guest could properly accomplish the same. 3. A guest's check should not be presented to the guest unless it has been totaled with the percentages of service charge and tax added. Be sure that the amount of check is correct to avoid misunderstanding and ill-will. 4. When the guest signs his check, make sure that it is signed properly. Turn it over to the cashier on duty for immediate processing. 5. In most dining rooms of first class category, it is customary to hold the check until the guest's check is already properly totaled. 6. Present the guest's check face down on a small tray at the guests left side.
Bidding the Guest Goodbye
STEPS: 1. When the guests are ready to leave, the waiter must pull out the chair of at least the oldest or the most important looking lady in the party. 2. He must help them gather their belongings such as umbrellas, bags or packages that they may otherwise forget. 3. If it is raining, he must have as many of them as possible into their raincoats. 4. He must escort them to the door and open the door for them, if there is no headwaiter to perform these acts of courtesy. 5. He must thank them for their patronage. 6. He must bid them goodbye graciously.