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 guest

Always be ATTENTIVE

No 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 PRESENTATION

Check 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 containers

Hot 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