Food and Beverage Manual

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Your Hotel

Food & Beverage

Manual

Restaurant/Banquet

Month / Day / Year

(It is important that you review every section of this manual and add to, change orremove all sections that do not match up with your property. It is also important toreview this document with regards to what is legally correct in your operating area and if

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you operate in a union environment, that the words stay within the context of theexisting union contract.)



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Index

Welcome

elcome!!!!!!!!!!!!!!!!!!!!!!! "

#ervice $xcellence, %he &assle 'ree uarantee........ "It %aes a %eam......................................................... * Your 'irst #even Days!!!!!!!!!!!!!!!! *

Policies and Procedures!!!!!............................. +

round -ules................................................................... + ttendance....................................................................... + rriving at or............................................................. +rofessional resentation!!!!!!!!!!!!!!!.. +-emem0er, I m Your uest!!!!!!!!!!!!!! ++

chieving and Maintaining a racious, &ospita0le Image ++1ourtesy to Departing uests!!!!!!!!!!!!! +21auses for ersonnel ction 3 -eprimand to Dismissal +4eneral uest -elation -ules......................................... +5olden -ules for Maing %hings or......................... +5uest -elations and rooming...................................... +56ur 7ltimate oal 3 %he uests8 #atisfaction................. +"-esponding %o uest 1omplaints.................................. +"%he uest 1omplains!!!!!!!!!!!!!!!!!! +"%he Meeting 9 :an;uet 'acility at Your &otel!...!!! +<Meeting and 1onference -oom =ocations...................... +>

Food and Beverage Service!!!!!!!!!!!!.. +?

Your ersonal rogress 1hart........................................ +?-estaurant and :an;uet 'ood #ervice........................... +?

&ostess rocedures!!!!!!!!!!!!!!!!!. +?Dress 1ode!!!!!!!!!!!!!!!!!!!!. +?rocedures for &ostess!!!!!!!!!!!!!.. 2'irst 1ontact 3 %he %elephone!!!!!!!!!.. 2Message %aing!!!!!!!!!!!!!!!!! 2&ow to %ae a -eservation!!!!!!!!!!!.. 2+reeting and #eating uests!!!!!!!!!! 2+&ow to #ay 'arewell to the uests!!!!!!! 22

#erver rocedures!!!!!!!!!!!!!!!!!! 22#erving rocedures!!!!!!!!!!!!!!! 22

#tarting the #hift!!!!!!!!!!!!!!! 22%a0le pproach!!!!!!!!!!!!!!! 22

:reafast!!!!!!!!!!!!!!!!!! 22=unch and Dinner!!!!!!!!!!!! 24%aing the 6rder!!!!!!!!!!!!! 24



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#erving....................................................... 24



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Index

eneral -ules of %a0le #ervice!!!!! 24%he 1over!!!!!!!!!!!!!!!!! 25#eating!!!!!!!!!!!!!!!!!! 25

1learing rocedures!!!!!!!!!!! 2"1he;ue #ettlement!!!!!!!..!!!!!!! 2"

1ash!!!!!!!!!!!.!!!!!!!!! 2"1redit 1ard!!!!!!!!!!!..!!!!! 2*-oom 1harge!!!!!!!!!!!!!!!! 2*

%a0le Manners!................................................. 2*1learing and 1leaning %a0les!!!!!!!! 2*%a0le #et3up!!!!!!!!!!!!!!!! 2<

Dining -oom ppearance!!!!!!!!!!! 2<%haning the uest!!!!!!!!!!!!!! 2<

%he $ssentials of 'ood #ervice!...!!!!!!!.. 2<

:reafast #ervice!!!!!!!!!!!!!!! 2Dinner #ervice!!!!!!!!!!!!!!!! 4+-oom #ervice!!!!!!!!!!!!!!!!! 44

:everage #ervice for the =ounge rea!!!..!!! 45#ervice of Drins!!!!!!!!!!!!!!! 45#erving ine!!!!!!!!!!!!!!!!! 45

#torage!!!!!!!!!!!!!!!!!!! 45eneral -ules of #ervice!!!!!!!!!! 45 ctual #ervice of -ed ine!!!!!!!! 4" ctual #ervice of hite ine!!!!!!! 4"

ctual #ervice of -ose ine!!!!!!!! 4" ctual #ervice of 1hampagne!!!!!!! 4"Drin rocedure!!!!!!!!!!!!!!! 4*

:artender!!!!!!!!!!!!!!!!!!!!.. 4*:artender8s 1hec =ist!!!!!!!!!!!! 4*ractices of a ood :artender!!!!!!!! 4<&ouse olicy for lcohol #ervice!!!!!!.. 4>

#elling!!!!!!!!!!!!!!!!!!!!!!!! 4>#alesmanship!!!!!!!!!!!!!!!!!!! 4>#uggestive #elling!!!!!!!!!!!!!!!!. 4>-eading Your uests!!!!!!!!!!!!!!.. 5hrases %hat #ell!!!!!!!!!!!!!!!!! 54#elling %ools!!!!!!!!!!!!!!!!!!! 5"=i;uor #alesmanship!!!!!!!!!!!!!! 5*

%he %en 1ommandments of ood :usiness in the &otel 5>"< ays %o =ose %ip!!!!!!!!!!!!!!!.. 5>



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Index

The Kitchen………………………………………………… 5>

%he @itchen -outine!!!!!!!!!!!!!!!.!!! "

Dish ashing Duties!!!!!!!!!!!!!!!!!!! "+%he rt of urchasing!!!!!!!!!!!!!!!!!! "+%he rt of Dish ashing!!!!!!!!!!!!!!!!.. ""

The Office....................................................................... *2

:ooing the 'unction!!................................................ *26ffice -outine................................................................... *5

Appendices

+. -esponsi0le #ervice, &ouse olicies............................. **2. -esponsi0le #ervice, Aust #aying BCo is not $nough.. *>4. -esponsi0le #ervice, -ecogniEing Intoxication............


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Welcome

Welcome

elcome to Your -estaurant/1onference 'acility . You have 0een chosen to Foin

a team committed to service excellence. In today8s maret where productsand prices are similar 3 YOU MAKE THE DIFFERENCE. Your dedication toattentive, responsive guest service is the single most important factor to 0ringour guests 0ac time and again.

Your service manual has 0een designed to provide you with the material so that you can deliver the very 0est service.

%he nature of the hospitality industry places strong emphasis on people 3 ourguests. %his focus on people maes the Fo0 exciting 0ecause of contact withguests with varying tastes and needs. 'or our operation to 0e successful, we

must 0e a0le to provide ;uality service to each of those guests.

:ut service is not where it ends. uests notice the appearance of the facilityG itscleanliness and neatness. %he overall impression that the facility maes will play a largerole in whether or not the guest comes 0ac. nd that largely depends on you.

%his manual will focus on tass that provide the service which 0rings guests 0ac andmaes them tell friends a0out the service we provide. -emem0er, you may 0e one of thefew employees that our guests encounter, so you will 0e representing management,other employees who never see the guests, and most importantly, the reputation of ourfacility. s you wor your way through this manual, eep in mind that this information

is valua0le only if you choose to apply it properly. ll of the reading and training you dois not going to mae you a good employee. 6nly you can do that with a good attitude,exercising good Fudgement, and following the 0asic principles laid out in this manual asa guideline.

Service xcellence! "assle Free #uarantee

t Your -estaurant/1onference 'acility , service excellence is a living reality for ourguests 0ecause we guarantee it. It is your responsi0ility to live up to this standard everyday.

%he standard has 0een set. n effective catering team with all of its partner8s woringtowards service excellence will guarantee happy guests every time.

flexibiliy !rofession"lis# $e$ic"ion !erson"li%e$ service



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It Ta$es a Team

%eamwor is important for the -estaurant, Meeting and 1atering 'acility to functionsmoothly and pleasantly. :ecause most of the operation can 0e seen 0y the guests,employees must wor well together and co3operate with one another.

If pro0lems arise, solve them calmly in normal voice tones. &elp co3worers throughdependa0ility and good manners. 0sence or tardiness creates an extra 0urden forthem.

n example of a functional organiEational chart is set out 0elow. You should 0uild yourown.

Food and Beverage! %our First Seven &a's…

&a' ()

&epartment Orientation

Kno*ledge for All mplo'ees)

H I 1an Do It H -ecycling roceduresH Maing It -ight H #afe or &a0itsH +J uest #atisfaction uarantee H Manager on Duty H :lood :orne athogens H &otel8s 'act #heetH ersonal ppearance H $mployee olicies

H $mergency #ituations H 1anadians with Disa0ilitiesH =ost and 'ound

%he %as =ist for :an;uet #etup and #ervice

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Sales & Catering Manager

Your Restaurant Banquet

Executive Ce! Restaurant Manager Banquet Manager

Sous Ce! Si!t Manager "ait Sta!!

#ine Coo$

%re Coo$

'is "aser

Bus Sta!!

Bar (en)er

%orter

"ait Sta!!

Bus Sta!!

*ostess

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&a' +)

-eview Day + (lan additional training time, if necessary)

Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees)

H %elephone 1ourtesy H #afety and #ecurity H lcoholic :everage %ermsH &ouse :rands and 1all :randsH :asic 'ood reparation %erms and %iming

Kno*ledge for Ban-uet Setup and Service)

. hat Is a :an;uet #etup and #ervice ersonK

. oring as a %eam with 1o3orers and 6ther Departments

. Your &otel8s #tandards of $xcellence

. :an;uet $vent 6rders

. 'unction -ooms

. #idewor 1heclist

The /o0 Brea$do*ns for Tas$s ( , 1)

Tas$ ( 2ead and Interpret Ban-uet vent Orders and 3hange OrdersTas$ + Set the Function 2oom 4ightingTas$ 5 6acuum Function 2oom 3arpetsTas$ 1 Steam,xtract Function 2oom 3arpets

&a' 5)

2evie* &a' + 7Plan additional training time! if necessar'8

Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t

7.#. lcoholic :everage =aws-esponsi0le lcohol #ervice rocedures-estaurant Menus:asic 'ood reparation %erms and %iming1orrect late resentation and arnishes

Kno*ledge for Ban-uet Setup and Service 7continued8)'ood and :everage $;uipment %ermslassware %ypes and 7se1hina#ilverware=inens and Capin 'olding#tandard %a0le #etup #pecifications

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The /o0 Brea$do*ns for Tas$s : , ;)

%as " #weep 'loors in 'unction -ooms%as * Mop 'loors in 'unction -ooms

%as < 1lean and ax &ardwood and ar;uet 'loors in 'unction -ooms%as > #et3up 'unction -ooms

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&a' 1)

-eview Day 4 (lan additional training time, if necessary)

Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t

%he -estaurant -eservation #ystem%ipping olicies&eimlich Maneuver and 'irst id#anitation&ealth Department -egulationsoint3of3#ale $;uipment1ommunity #ervices

Kno*ledge for Ban-uet Setup and Service 7continued8)

nticipating uestsL Ceedsar #toc #ystem udiovisual $;uipmentMailing olicies

The /o0 Brea$do*ns for Tas$s < , (=)%as ? #et3up #upport #ervices for 'unctions%as + #et3up and :rea Down a Dance 'loor%as ++ #et3up and %ae Down #taging%as +2 Install and -emove ir alls%as +4 #et3up and %ae Down 1oat 1hec reas%as +5 &ang Decorations and :anners for 'unctions

%as +" &andle udiovisual $;uipment for 'unctions%as +* Install hones in :an;uet or Meeting reas

&a' :)

-eview Day 5 (lan additional training time, if necessary)

The /o0 Brea$do*ns for Tas$s (> , +=)

%as +< -eceive, #tore, and #hip acages for uests%as +> :rea Down and 1lear 'unction -ooms fter $vents

%as +? -efresh Meeting -ooms%as 2 repare 1offee%as 2+ repare Iced %ea%as 22 repare and #erve &ot %ea%as 24 #et3up orta0le :ars%as 25 #et3up and Decorate :uffets%as 2" 'old Capins for :an;uets%as 2* lace %a0lecloths on 'unction -oom %a0les



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&a' =)

-eview Day " (lan additional training time, if necessary)

The /o0 Brea$do*n for Tas$s +> ? 5=)

%as 2< #irt or 'lounce 'unction -oom %a0les%as 2> #et %a0les for Different :an;uet #pecifications%as 2? rovide :rea or 1ontinental :reafast #ervice%as 4 #et3up 1anaps and &ors dL6euvres for -eceptions%as 4+ rovide #ervice for :uffet :an;uets%as 42 #erve uests 'ood and :everages at #it3Down :an;uets%as 44 Maintain %a0les During :an;uet #ervice%as 45 rovide #ervice for 1octail -eceptions%as 4" #erve ine or 1hampagne 0y the :ottle%as 4* =ift %rays, :us %u0s, or Dish -acs

&a' >)

-eview Day * (lan additional training time, if necessary)

The /o0 Brea$do*ns for Tas$s 5> , 1@)%as 4< #ettle roup 1hecs for 'unctions%as 4> #ettle Individual uest 1hecs%as 4? Inventory and -e;uisition 'unction #upplies%as 5 erform $nd3of3#hift 1losing Duties

-eview all previous training and plan additional training time, if necessary

$mployee performs some tass while the trainer o0serves

dd more tass as the employee progresses



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Policies and Procedures

#round 2ules

6ur purpose, as a catering facility, is to serve well3prepared and well3plated, high ;uality

fresh food and 0everage in the most efficient and friendly manner possi0le. %heintended results areN a very 0usy operation actually created 0y a staff which is Bmaing it wor 33 Bmaing it successful. In order for your catering facility to wor, it8s necessaryto have ground rules that support us in getting our Fo0 done.

Attendance

e8re counting on you You must 0e on the floor, dressed and ready to wor + minutes 0efore your shift. You8re re;uired to 0e at wor every day you are scheduled. If anemergency should occur that would not permit you to wor, you must get in touch with your manager (not another employee) no less than three hours in advance. If an

unusual circumstance occurs that would cause you to 0e late (even " minutes), call amanager (not another employee) and let them now ahead of time. ttendance recordsare ept for each employee and are used in employee evaluations.

Arriving At Wor$

+. mplo'ee Par$ing 3 lways par in the prescri0ed employee paring area asdesignated 0y management.

2. mplo'ee ntrance 3 #ee #taff Manual.

4. Signing,In 3 #ign3in on the time sheet at your scheduled woring time. You are theonly person who can sign you in. %he time sheet is used to determine yourpayche;ues, so it is a good idea to remem0er to cloc3in.You are to be in uniformwhen you sign-in. Do not sign3in 0efore changing your clothes.

Professional Presentation

Your a0ility to properly converse with the guest is as important as your appearance. Inorder to 0e an effective pu0lic relations person, you mustN

H =oo directly at the guest when speaing

H #pea directly to the guestH Move entire mouth while speaing. (If lips and Faw remain still, the speech will 0e

muffled and unintelligi0le)H #pea slowly.H #pea distinctly.H #pea courteously.H #pea with voca0ulary the guest can understand.H #pea loud enough.



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H #mile.H 0ove all, listen. 'ewer mistaes occur when you are alert to the guest.



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Re#e#ber& I A# Your 'ues(

You often accuse me of carrying a chip on my shoulder. :ut I suspect that this is 0ecause you do not entirely understand me. Isn8t it normal to expect satisfactionfor one8s money spentK

Ignore my wants and I will simply cease to exist. #atisfy those wants and I will 0ecome increasingly loyal. dd to this satisfaction, any little extra personalattention and friendly touches you can dream up, and I will 0ecome a walingadvertisement for your restaurant.

hen I criticiEe your food or service, which I will certainly do whenever I amdispleased and to anyone who will listen to me, tae heed. I am not dreaming updispleasure. %he source of it lies in something that you have failed to do to maemy eating experience as enFoya0le as I had anticipated. You must find that sourceand eliminate it or you will lose me and my friends as well.

I insist on the right to dine leisurely or eat in haste, according to my mood,schedule or other circumstances. I refuse to 0e rushed and I despise waiting. %hisis an important privilege that my money 0uys from you. If I am not spending 0igmoney with you this particular time, Fust remem0er that if you treat me right, I will 0e 0ac later with a larger appetite and more money to spend, and pro0a0ly with a num0er of my friends.

I am much more sophisticated these days than I was Fust a few years ago. I havegrown accustomed to 0etter things, and my needs are more complex. I amperfectly willing to spend more money, and I have more money to spend, 0ut Iinsist on ;uality to match your prices.

I am, a0ove all else, a human 0eing. I am sensitive, especially when spendingmoney. I cannot stand to 0e snu00ed, ignored or looed down upon. I am proud.My ego needs the nourishment of a friendly, personal greeting from you.

6f course, I am a 0it of a show off too. :ut do not condemn me for that 0ecause you are pro0a0ly a little at times yourself. Aust smile and indulge my whims as 0est you can. -emem0er, that while you are feeding me in the literal sense, mymoney is figuratively, feeding you.

Achieving and aintaining a #racious! "ospita0le Imageive a friendly smile and a cheerful, appropriate greeting to each guest. henimmediate service is impossi0le, say to the guest BI8ll 0e right with you, or at least give anod and a smile to let the new guest now you8ve seen them.

H lways 0e courteous. H 1arefully perform routine procedures.



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H #et aside secondary tass to serve guests.H ive your complete attention to guests when serving them.H ay attention to guests the entire time they are in the facility.H %han the guest for coming to Your -estaurant.



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&ow can you eep everything under control and smile under all circumstancesK positive mental attitude helps. =oo for good aspects in all situations. positive attitudemaes guests feel that you genuinely desire to please them, that you tae pride in your wor, and that you are willing to provide extra service.

You communicate your attitude to others. ositive attitude maes people want to 0earound you and to patroniEe Your -estaurant. uests and fellow employees will respondto you in a positive, friendly way, and will reflect your attitude.

3ourtes' to &eparting #uests

:e sure to assist our guests in any way possi0le 3 pull out chairs, help with coats, etc. s the guests again if they enFoyed their meal, 0id them farewell and a pleasant day, and tellthem you would appreciate seeing their return.

1hec ta0le and chairs for any articles the guest might have forgotten.

Wor$ing 2ules

+. #uest 2elations C Proper &ecorum 3 e expect all employees to 0ehave in aprofessional manner with each other and with guests.

a. 1hewing gum and candy are not permitted while woring. 0. Don8t lean against walls or furniture while in sight of guests.c. Co group discussions or private conversations with each other are to 0e held

pu0lic areas.d. #ocialiEing with guests while on duty is strictly prohi0ited.e. -efer to a guest as Bguest, not Bcustomer.f. reet guests immediately 3 even if they are not in your station.g. lways eep eyes at eye contact level (therefore you never miss a guest8s needs).h. Cever say, BI don8t now, 0ut instead, BI8ll find out and then do so.i. nticipate guest needs 0efore they have to wave for assistance. F. -efer to a guest as Bsir/ma8am and use Bplease, Bthan you, Byes, Bno, and

Bexcuse me when appropriate.. Cever complain to guests a0out company pro0lems or share personal pro0lems

with them3they are not interested.l. Cever argue with guests 3 they are always right 3 even when they are wrong.

lways 0e sincere and apologiEe for any inconvenience.

2. Pro0lems *ith #uests and Other mplo'ees 3 If uncomforta0le situationsarise 0etween you and another employee or 0etween you and the guest, contact amanager immediately and let them handle it.

4. Serving 4i-uor to inors , is illegal. If you have any dou0t at all a0outsomeone8s age, chec his/her ID. 3 the guest must present one valid piece ofidentification to prove positive and un;uestiona0le proof of age. If you are notcomforta0le in handling the situation, if it arises, contact a manager immediately.

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-emem0er, the legal drining age is +?.

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5. Accidental Spills 3 If you should spill something on a guest, apologiEe immediately and ;uicly provide the guest with a towel. Cext, get the manager to replace the foodor drin item that was spilled. If the guest spills an item, provide the guest with atowel and contact the manager regarding replacing the item that was spilled.Management will decide whether or not to reim0urse the guest for cleaning charges

related to the accident.

". mplo'ee 2est 2ooms 3 uest rest rooms are off limits to all employees 3 use theemployee rest rooms only.

*. ating! &rin$ing! Smo$ing 3 $ating, drining and smoing are permitted only inthe employee rest area.

. Ans*ering the Phone 3 If you have the opportunity to answer the phone, answerit promptly and spea with enthusiasm and a smile. Bood (time of day), -estaurantCame, your name speaing, may I help youK. Mae sure your voice reflects you areglad to help.

?. eal Brea$s 3 %he manager on duty will let you now when you are to tae your 0rea. %he 0rea is to 0e taen in the employee rest area and not off the property.

+. Signing,Out 3 t the end of your shift, 0e sure to sign3out on the time sheet.-emem0er, we need this record for your payche;ue. 6nly you can sign3out for yourself. You are to 0e in your uniform when you sign3out. Do not sign3out afterchanging clothes.

Scheduling! 2e-uests and Pa'che-ues

++. Schedules 3 are posted on the employee 0ulletin 0oard. 1hanges on the actualschedule can only 0e made 0y the manager (to avoid confusion).

+2. 2e-uests For &a's Off 3 re;uest for days off should 0e made in writing, includingthe date and your name, no later than 4 days 0efore the schedule is posted.-emem0er that this is a re;uest and everything will 0e done to honour that re;uest 3 0ut the change is not guaranteed.

+4. 6acation 2e-uest 3 #ee #taff Manual

+5. Pa' Period 3 #ee #taff Manual

+". 2eporting #ratuities 3 You are re;uired 0y law to report the tips you have earned.

eetings



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+*. &epartmental eetings 3 #ee #taff Manual

3auses for Personnel Action ? 2eprimand To &ismissal O

#ee #taff Manual



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#eneral #uest 2elation 2ules

%he most important Fo0 we have is to tae good care of our guests from the time theyarrive until the time they leave 3 Fust as if they were a guest in our own home and Fust the way we lie to 0e treated when we dine out. If people didn8t want service 3 they would

stay at home.

%he attitude that is needed to insure guest satisfaction is the willingness to do whateverit taes to satisfy the guests. %hey8ll appreciate it, and they8ll return. t all times 0eprofessional, alert, enthusiastic, willing, sincere, efficient, and do not lose sight of thefact that our guests are the reason for us 0eing here

H #DST is the most important person in our 0usiness.H #DST is not dependent on us, we are dependent on the #DST.H #DST is not an interruption of our wor, the #DST is the purpose of it.H #DST does us a favour when he/she calls 3 we are not doing his/her a favour

0y serving him/her.H #DST is not someone with whom to argue or match wits.H #DST is a person who 0rings us their wants 3 it is our Fo0 to fill those wants.H #DST is deserving of the most courteous and attentive treatment we can give

them.H #DST is the lifeline of this 0usiness.

#olden 2ules for a$ing Things Wor$

If you open it, close it. If you turn it on, turn it off. If you unlock it, lock it up. If you break it, admit it. If you can’t fix it, call in someone who can. If you borrow it, return it. If you value it, take care of it. If you make a mess, clean it up. If you move it, put it back. If you use something up, replenish it. If it belongs to someone else and you want to use it, get permission. If you don’t know how to operate it, ask or leave it alone. If it’s none of your business, don’t ask questions. If things aren’t working right, complain only to someone who can do something aboutit. If someone’s given you some assistance, acknowledge himher.

#uest 2elations C #rooming #ee #taff Manual

Personal Appearance #ee #taff Manual

#eneral "ealth #ee #taff Manual

#rooming #ee #taff Manual

&ress #ee #taff Manual



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Personal "a0its #ee #taff Manual



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Our Dltimate #oal ? The #uest9s Satisfaction

e are in 0usiness to satisfy our guests. e accomplish this 0y com0ining courteous,efficient teamwor and service.

uests expect to 0e treated courteously and attentively. ll guests should 0e treatede;ually. %his re;uires the a0ility to adapt to different people and varied situations. ccepting differences and handling your Fo0 efficiently also re;uires patience, tact, poiseand self control. good sense of humour will help you stay calm and smiling throughmany awward situations.

uests will 0e aware of the overall atmosphere of the restaurant/0an;uet room whenthey wal in the door. You must 0e conscious of the way you spea and act at all times.

2esponding to #uest 3omplaints

lease read the section on guest complaints in the #taff Manual.

You "re no sellin) " #e"l...you "re !rovi$in) "n ex!erience. Yes,great food and service are intrinsic to our guest experience. :ut you are not !ust providing food and service. hen someone maes a decision to come to Your-estaurant, whether it is for a 4th nniversary or for a simple lunch, they areentrusting themselves to us. e have an o0ligation to provide them with anoutstanding experience...a memora0le experience...an experience that will 0ringthem 0ac to Your -estaurant over and over again.

The #uest 3omplains

#o what happens when we don8t provide them with the experience they deserve...thatthey have trusted us to provide.

'irst, you have to 0e aware of the guest8s dissatisfaction. It may 0e the answer to the;uestion Bhow is your dinnerK It may 0e the 0ody language of those at the ta0le.

#econd, you must respond to the issues immediately. Immediately, does not mean goingto your supervisor and getting into a long discussion as to how to resolve an issue with your guest. You are the one that has esta0lished a rapport with your ta0le. You are theone that should 0e 0est a0le to service your ta0le.

%a0le of 5. ll the meals arrive. reat food 0ut one of the steas is cooedmedium. It was ordered rare. hat do you doK "irst, offer to replace themeal. #not the steak only as everything else on the plate will be cold whenthe steak returns$. Yes. %hen the issue may end at this point. free dessertmay 0e offered for the inconvenience. &owever if the answer is no, I came toeat with the rest of the ta0le! If the stea is consumed, then offer a freedessert (after dinner drin etc.) to show we are sorry for the stea not 0eing



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as ordered. If the stea sits there, give a total refund on the meal...and again, you might offer a free dessert to help.



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%here is no right or wrong answer. $ach guest is different. $ach situation is different. You are e#!o*ere$ to try and resolve the issue the 0est way possi0le. It is imperativethat the guest leaves with a smile on their face. You are responsi0le for a positive totalguest experience. Mae sure it happens. %hey will return. 6n a personal 0asis, our 0usiness will grow and along with it your Btips will grow. e all win.

'or 0an;uets, the atmosphere may 0e different 0ut the pro0lems and pro0lem solvingare all the same. nd the results of positive guest care are all of the same. :usiness willgrow and so will your gratuities.

"andling 3omplaints

+. =isten2. ccept feelings4. 1larify the complaint5. %ae action3don8t mae a promise you can8t eep30ut do try an resolve the issue

yourself ". %ae complaint to the M6D*. :e cheerful and helpful

2esponding To #uest 3omplaints

Despite the positive, friendly 0ehaviour of the food server, there may 0e situations where woring with the guest is difficult. 6ften it may 0e impossi0le for you to identifythe cause of the guests8 negative reaction. hatever the cause, your goal must 0e tohandle the complaint in a manner that will leave the guest with a favoura0le impressionof Your -estaurant. %he following steps are important guidelines to maing this possi0le.

+. =isten attentively as the guest relates the pro0lem. #tay calm...avoid 0ecominghostile or defensive. If the guest 0ecomes loud or upset, isolate them from otherguests who may 0e within hearing range. =isten to the guest8s entire explanation.

2. 1reate empathy with the guest. cnowledge their feelings. pologiEe for anyinconvenience to the guest, even if the complaint seems unreasona0le. here theguest has a genuine complaint, you should attempt to wor out an accepta0lesolution.

4. Maintain or enhance the guest8s self3esteem. void shifting the guilt to the guest.

5. Do not allow personalities to 0ecome an issue. @eep the conversation focused on thepro0lem.

". @now in advance what your authority is, then when a complaint occursG tell the guest what you can do to remedy the situation.

*. If you are una0le to resolve the situation, contact the manager, explain the situationand allow the manager to tae care of the pro0lem.



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. ive the guest a reasona0le length of time in which they can expect the pro0lem to 0eresolved. It is 0etter to allow too much time than to underestimate.

?. 'ollow3up. Mae sure that the pro0lem was resolved to the satisfaction of the guest.



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1omplete Description of the :an;uet 'acility at Your &otel



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apping the Ban-uet and 3onference Facilit' at %our "otel



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Food and Beverage Service

%our Personal Progress 3hart

#uest 2elations

+. Maintain esta0lished company standards of personal appearance.2. &ave a positive, friendly and co3operative attitude towards guests and fellow

employees.4. Demonstrate a0ility to communicate well.5. Display a willingness to comply with health, safety and sanitation re;uirements.

Ta0le Service

+. %he a0ility to set a cover.2. %he a0ility to greet guests.

4. %he a0ility to tae an order.5. %he a0ility to serve an order.". %he a0ility to clear 0etween courses.*. %he a0ility to handle guest complaints.. %he a0ility to serve red wine.?. %he a0ility to serve white wine.+. %he a0ility to serve champagne.++. %he a0ility to read your guest.

2estaurant C Ban-uet Food Service

"ostess Procedures

&ress 3ode

hite 0louse (pressed):lac dress pants:lac shoes (dress shoes)Came tagCylonsAewellery must 0e ept to a minimum

Procedures for "ostess

+. 1hec your reservation 0oo for reservations for the current meal period.2. #et up seating plan and confirm with shift supervisor.4. Distri0ute reservations among all servers e;ually, informing them of all necessary

information. 'or exampleN 0irthdaysG anniversariesG 0ill not to 0e taen to the ta0leGany other unusual re;uests.



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5. #ee that the reservation signs are placed on the ta0les.". In;uire with the itchen what the daily specials are for the shift.*. 1onfirm porter pager num0er for the shift and who is on duty.

"o* to Ans*er the Telephone

H nswer the telephone in three rings. -esearch shows that *J of the population willhang up on a * second hold. "J will stay up to 2 minutes if you chec30ac every4 seconds.

H pproved reetingN

%&ood time of day, Your 'estaurant, Your (ame speaking. )ow may I help you* %one and tempo are very important to the greeting (are you smilingK)

What do people hearE

In ersonN 6n the %elephoneN""J 0ody language >*J %one4>J tone +5J ords


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"o* to Ta$e a 2eservation

+. s the day and date re;uired.2. s the time they would lie to dine.4. s how many in the party.

5. s what name they would lie their reservation in.". s the phone num0er or room num0er.*. s them if they prefer smoing or non smoing.. s if there is any special occasion or re;uirements.?. ll reservations are to 0e printed directly into the reservation 0oo. Cever write a

reservation on a piece of paper+. lease initial the reservation and write the date it was received.++. lease inform reservation that we will hold their reservations for +" minutes and

then we will 0e releasing it unless notified otherwise 0eforehand.

iscellaneous

+. If a guest has any ;uestions, it is your responsi0ility to answer them accurately.%herefore, now your product and price list.

2. -ead the rea MagaEine of -ecord to now the area and what is going on.4. You must have complete nowledge of all food and 0everage menus...the ingredientsG

the preparationG how items are served and with whatG now your prices, now dailyspecials

#reeting and Seating #uests

%he hostess is a very important aspect to Your -estaurant. lways remem0er you are the

first and the last person the guest sees. %herefore you are their first and last impression.

+. It is of utmost importance that someone is present at the hostess station at all times.2. o to the guest at the entrance and welcome them to Your -estaurant and introduce

yourself.4. s them if they have a reservation.

i. If yes, as under what name, and chec it off in your reservation 0oo.ii. If no, do not mae the guest feel uncomforta0le 0ecause they do not. #mile and

tell them that it will 0e no pro0lem and that you will show them to a ta0leimmediately. (.+. hen the dining room is booked and you have no immediate

tables, remember, you have a comfortable lounge where they could have adrink while they are waiting.

iii. &elp them hang their coats at the door if possi0le.



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"o* to Seat a #uest

+. Cever wal more than three paces in front of the guest.2. Cever wal too fast.4. 6nce at the ta0le, pull out the chairs for the ladies first and then any other guests you

can accommodate. (.+. If a guest does not want to sit at the table you have takenthem to, apologie and immediately seat them at a table of their choice.5. 6nce guests are seated, hand them the menu and tell them who will 0e their server.". 1lear off any extra settings.

"o* to Sa' Fare*ell to the #uests

+. 6n departure of a guest, you must mae eye contact with them.2. s them how their evening was and say good30ye.

(.+. If there are any complaints, retrieve a manager or supervisor immediately.

Server ProceduresServing Procedures

Starting the Shift

+. -eport for wor in the restaurant/conference facility at your scheduled starting timein full uniform, clean and pressed with shined shoes, your name tag, two pens,corscrew and a smile.

2. #ign3in at your scheduled starting time.

4. 'ind out your station and your side3wor.

5. o to your station and mae your ta0letops picture3perfect. 1hec your silverwarefor cleanliness, mae sure your salt and pepper shaers and sugar 0owls are cleanand full, your ashtrays are sparling clean, and, at 0reafast, chec your 0utters,creamers and flowers (where applica0le). Mae sure your ta0le and chairs are de3crum0ed, clean, and in their proper place. Mae sure the ta0les do not shae. Maesure the floor in your station is perfectly clean.

". %ae care of your side wor completely. Inform your manager if any e;uipment isnot woring or if you do not have enough time to finish. If you complete your side

wor ahead of time, find someone who needs help and offer your assistance.

*. hen all your wor is completed, stand near a service station with your station insight to watch when guests are seated.

Ta0le Approach

Brea$fast



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3 s soon as one of your ta0les has 0een seated, get a pot of coffee, a pitcher of orange Fuice, and approach the ta0le within * seconds with a #MI=$ and good eye contact.Bood morning, would you lie some coffee and some freshly s;ueeEed orange FuiceK



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3 If you are 0usy, say with a #MI=$, Bood morning, I8ll 0e right with you.

3 If you notice a party is sitting in someone else8s station without 0eing acnowledged,say with a #MI=$, Bood morning, someone will 0e right with you.

4unch and &inner

3 s soon as one of your ta0les has 0een seated, approach the ta0le within * seconds with a #MI=$ and good eye contact. &ave your chec and pen ready and say, Boodafternoon, would you care for a 0everageK

3 If you are 0usy, say with a #MI=$, Bood afternoon, I8ll 0e right with you.

3 If you notice a party is sitting in someone else8s station without 0eing acnowledged,say with a #MI=$, Bood afternoon, someone will 0e right with you.

Ta$ing the Order

hen taing and serving an order, the 0asic rule of eti;uette is to start to the right of thehost and move counter3clocwise around the ta0le. If the party is a couple, serve the woman first. %he ta0les in the room have definite num0ers now to every0ody. %hechair or seats are mentally num0ered 0y the server, who with his 0ac toward theentrance, starts with a definite chair and num0ers counter3clocwise around the ta0le.lease explain any specials 0efore taing the order.

Serving

7se these guidelines when serving each ta0leN

+. 1arefully loo at the plate in the itchen to mae sure that the order is complete andthat you don8t forget any special re;uests.

2. 6n your way to the ta0le, pic up a tray stand.4. -eminder, when handling plates, 0e sure that your fingers and thum0s are on the

edge of the plates. 7se a side towel if the plate is hot, and tell the guest it is hot.5. -eminder, place the main food item on the plate directly in front of the guest.". #erve the rest of the guests as ;uicly as possi0le.*. -emove the plate lids (when applica0le) as you serve each guest. hen all guests

have 0een served, remove the plate lid tray and tray stand from the dining room.

#eneral 2ules for Ta0le Service

#erve hot foods hot, cold foods cold. #erve everyone in the party the same course at the same time.

#erve all 0everages from the right, if possi0le. #erve all food from the left, if possi0le. #erve 0read and 0utter from the left, if possi0le.



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ass food from the left, if possi0le.

1lear ta0le from the right, if possi0le. Cever reach in front of a guest or across one guest to serve another.



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&old plates with four fingers under the plate and the edge of the plate tuced into

the BR formed 0y the index finger and thum0. Cever put the palm of your thum0 onthe plate edge.

%he proper way of putting down the plate is with the garnish away from the guest(main course in front).

hen large serving dishes are used, present them from the left side, holding them with the left hand and transferring the food with the right hand (serving for andserving spoon) onto the plate.

&andle glassware 0y the stem, silverware 0y the handle.

hen serving 0everages, always use a tray. hen you use a tray, place heavy items in the centre for more 0alance. %o lift large trays, 0end your nees and lift the weight with your legs. %o 0alance large trays, lift to your shoulder and let the tray rest on your shoulder and

palm of your hand. If the tray is still off 0alance, use your other hand to hold thefront part of the tray.

Cever lift glassware when pouring 0everages at the ta0le. $xception 3 you may lift

glassware if cover is hard to reach and there is a danger of accidents. 1ontinuously replace dirty ashtrays with clean ones (0y putting clean ashtray on

dirty one to avoid flying ashes). 1ontinuously refill water glasses (pouring ice water). lways eep the ta0le neat 0y picing up cracer wrappers, excessive coctail

napins, and stir stics. :us your ta0les constantly. $nsure each course, whetherfood or drin, is cleared 0efore 0ringing the next.

Cever leave the dining room empty3handed.

The 3over

'ors go the left with the tines facing upG nives and spoons go to the right. 1utting edge of nives face the plate.

%he silverware is grouped tightly centred with the plate and placed close together. %he silverware is placed at exact right angles to the edge of the ta0le. #ilverware should 0e 0etween S to +S inches from the ta0le edge. %he water glass is directly a0ove the nife which points to its centre.

hen a coffee cup is set, the top of the saucer should 0e in line with the top of thespoon on the rightG the handle of the cup should 0e to the right and angled at 5o8cloc.

Seating

n efficient host/hostess nows what seats are availa0le without having to as the guestto wait while he/she loos for a ta0le. %he host/hostess, when not engaged in greetingand seating guests, should scan the dining room ;uicly to chec on the availa0le ta0les,the guests8 progress in dining, and whether a guest is in need of service. hen extra set3ups and chairs are needed at a ta0le, have these changes 0een made 0efore taing theguests to the ta0le.



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1ommon sense dictates where parties of guests should 0e placed in the dining room.7tiliEe ta0les according to party siEe. =oud, noisy parties may 0e placed toward the 0acof the dining room so they will not distur0 other guests. $lderly or handicapped personsmay wish to 0e near the entrance of the room so they don8t have to wal too far. Youngcouples lie ;uiet corners and good views. Do not wal too fastG otherwise you Blose

your guests.

3learing Procedures

1learing is an integral, yet often neglected part of service. It is very important that youfollow exact clearing procedures and constantly chec your station so ta0les always looattractive and guests are not inconvenienced 0y soiled dishes.

%iming of clearing is very important.

1lear only when everyone at the ta0le has finished eating. It is impolite to clear dishesfrom one person while others are still eating except when a guest indicates that he/she would lie to have his/her dishes removed 0efore others have finished.

Cormally, guests will indicate to you when they are through eating. %hey usually placetheir nife and for across the plate.

Detailed proceduresN

lways clear from the right, if possi0le.

7se tray in clearing glasses. %ouch glasses only on the outside (never stic your fingers inside glasses to lift or

carry them). hen clearing china, you can use a tray.

-emove dirty dishes after each course. -emove serving dishes as soon as they are empty. -emove plates in order of siEe, from large to small (for stacing). #tac silver so nife crosses under the for.

Cever stac cups 3 handles should face inside. hen loading a tray, put glasses on one side and china on the other side.

ut tray on dish handling, rac glasses.

3hec$ Settlement

If you are responsi0le for handling the guests8 chec settlement, use the followingproceduresN

3ash

+. hen the guest places cash on the chec, 0ring the money and the chec to thecashier. If the property utiliEes server 0aning, process the transaction out of the



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view of the guest.

2. ut the change from the cashier in the folder (fan the dollars in order ofdenomination and arrange the silver neatly on top of that).



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4. -eturn the change to the guest and wish him/her a good day.

3redit 3ard

+. hen a guest places a credit card on the chec, tae the chec and the credit card to

the credit card machine.

2. rocess the transaction in the credit cad machine. lace card 0ac in 0ill folder along with the copy of the guest chec on the left side and the credit card machine receiptson the right. Include a pen.

4. %ae the 0ill folder to the ta0le. Indicate which the guest chec is in case they need acopy and which is the credit card machine 0ill. =et them now the yellow copy istheirs and the white is ours.

5. 1hec the 0illfold to ensure the guest has signed and left a copy of the charge slip.

". 1ash out the 0ill in Management #ystem to the appropriate credit card and print twocopies of the closed 0ill. 1lose out the transaction in the credit card machine. #taplethe charge slip to closed copy of the 0ill and tae to the front des as soon aspossi0le. @eep the other copy of the closed 0ill for your cash3outs.

2oom 3harge

+. hen a guest wants to charge the meal to his/her room, write the total of the checin the 0ottom right hand corner of the chec. ive the guest a pen and as him/herto sign it and print his/her name and room num0er on the guest chec.

2. fter the guest has finished, chec to see that the name and room num0er are legi0le.

4. hen the transaction is complete, than the guest and wish him/her a good day orevening. t 0reafast, as the guest if he/she will 0e checing out after the meal.

5. 1lose the chec in the management system. rint two copies. #taple the signed copyto one. %ae it to the front des immediately. @eep the other copy for your cash3out.

Ta0le anners

3learing and 3leaning Ta0les

hile you may 0e assisted 0y the utility person, it is your responsi0ility and part of yourtas to clear and clean ta0les. rompt ta0le 0ussing will allow us to serve significantlymore guests during a 0usy period.

+. #tart with ta0les closest to the entrance.

2. $fficiently and quietly stac dishes in a tu0 or on a tray. #tacing each type of dish



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on top of each other will mae it easier to unload and stac at your wor station.

4. ut all silverware in the side 0in or in a porta0le 0in.

5. If the ashtray needs to 0e washed, remove it and replace it with a clean one.

". 1hec the ta0lecloth. 1hange if torn, patched or dirty.



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*. ipe the seats, again maing sure to remove any food particles from the seatsurfaces.


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%he host/hostess must greet the guest immediately with a #MI=$ and a warm,friendly greeting, saying, Bood morning elcome to the the -estaurant If thereis no host/hostess on duty, servers should pic up this function.

1hecing the station chart, the host/hostess determines where to seat the guests andrecords the num0er of guests on the ta0le in the station chart.



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In some cases guests will have to wait for an availa0le ta0le. If the wait is any longerthan * seconds, acknowledge the guests with a #MI=$, saying BI8ll 0e right with you O than you for waiting.

2. Seating the #uest

%he host/hostess must show the guests to their ta0le 0y the most direct route.icing up the correct num0er of menus, he/she will say, B-ight this way, or B'ollow me, please. (If there is a 0reafast 0uffet, host/hostess will add, B%his is our 0reafast 0uffet that features eggs, freshly 0aed 0iscuits and many other goodthings. t the ta0le, the host/hostess will extend the applica0le courtesies. ull chairout (for women) and after everyone is seated, had open menus to each guest(children8s menu to children) saying, B$nFoy your 0reafast.

4. %he host/hostess will then return ;uicly to the restaurant entrance collectingmenus along the way and checing for empty ta0les that are properly set3up.

5. %he server will approach the ta0le with * seconds with a pot of coffee and a pitcherof orange Fuice and say with a #MI=$ and good eye contact, Bood morning ould you care for some coffee and some freshly s;ueeEed orange FuiceK

%he server will then pour coffee and Fuice to those who want it. If someone doesn8t want coffee, suggest decaf or tea. If someone doesn8t want orange Fuice, suggestanother one of our different Fuices. S44 S44 S44 %hen the server will say,B%han you, I8ll 0e right 0ac with your (0everages) and to tae your order.

3 If you cannot pour coffee and Fuice within * seconds, say with a #MI=$, Boodmorning, I8ll 0e right with you.

3 If you notice that a party is sitting unacnowledged in someone else8s station, say with a #MI=$, Bood morning, someone will 0e right with you.

". %he server returns the coffee pot and orange Fuice pitcher to the service station,refilling coffee cups along the way, then prepares the additional 0everages.

*. %he server returns to the ta0le to serve 0everages and to tae the guest8s order. %heserver will properly record the orders 0y using the correct a00reviations. hen aguest hesitates, mae suggestions. hen a guest has finished ordering, maeadditional suggestions O suggest 0reafast meats or fresh fruit O S44 S44

S44 1arefully repeat the order 0ac to the guests to mae sure you have recordedeverything accurately. 6nce the order has 0een taen, collect menus and deliver theguest chec immediately to the itchen. ll orders must 0e punched in Do notattempt to tae orders 0y memory.


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>. s soon as the order is ready, the server will deliver it promptly to the guest. #erve allfood items from the left.

?. ithin 2 O 4 minutes the server must chec 0ac for guest satisfaction, and say,BMay I 0ring you something elseK



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+. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nlesssomeone specifically ass to have his/her dishes cleared 0efore everyone is done.)

++. If nothing else is ordered, place the chec on the ta0le face down, saying, B%han you very much. I will tae care of it for you when you are ready.

+2. %hroughout the meal, servers must constantly wal through their stations and thinof what they can do at each ta0le. %hey shouldN

a. -efill coffee, hot water and water. 0. 1hange ashtraysc. 1lear dirty plates, glasses, silverware and paper.d. &andle guest8s re;uests.e. reet new ta0les within * seconds.f. 1hec on itchen ordersg. 1lear and reset ta0les.h. @eep the side stations stoced.i. Do a ta0le chec * seconds after the guest has tried their meal.

+4. %he server and host/hostess will than the guests again as they are leaving.

The ssentials of 4unch Service

+. #reeting the #uest O cnowledge the guest immediately

%he host/hostess must greet the guest immediately with a #MI=$ and a warm,friendly greeting, saying, Bood afternoon elcome to Your -estaurant If there isno host/hostess on duty, servers should pic up this function.

1hecing the station chart, the host/hostess determines where to seat the guests andrecords the num0er of guests on the ta0le in the station chart.

In some cases guests will have to wait for an availa0le ta0le. If the wait is any longerthan * seconds, acknowledge the guests with a #MI=$, saying BI8ll 0e right with youO than you for waiting.

2. Seating the #uest

%he host/hostess must show the guests to their ta0le 0y the most direct route.

icing up the correct num0er of menus, he/she will say, B-ight this way, or B'ollow me, please. (If there is a salad 0ar, host/hostess should explain the offeringsavaila0le and the procedures involved if the guest chooses this option.

t the ta0le, the host/hostess will extend the applica0le courtesies. ull chair out (for women) and after everyone is seated, hand open menus to each guest (children8smenu to children) saying, B$nFoy your lunch.



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4. %he host/hostess will then return ;uicly to the restaurant entrance collectingmenus along the way and checing for empty ta0les that are properly set3up.



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5. %he server will approach the ta0le with * seconds and say with a #MI=$ and goodeye contact, Bood afternoon May I 0ring you a 0everage 0efore lunchK If someonehesitates, mae a suggestion. If someone orders a $== drin, 7 #$==. #uggest apremium or %6 li;uor (e.g. BITll have a scotch and water. BMay I suggestDewarTsK) If someone does not want an alcoholic 0everage, suggest a coe or iced

teas, 0ut suggest something O S44 S44 S44

6nce everyone has ordered 0everages, recommend the lunch special for the day. :eprepared to explain any item on the menu. %hen add, BI8ll 0e right 0ac with yourdrins and to tae your order.

3 If you cannot tae the 0everage order within * seconds, say with a #MI=$,Bood afternoon, I8ll 0e with you in a minute.

3 If you notice that a party is sitting unacnowledged in someone else8s station, say with a #MI=$, Bood afternoon, someone will 0e right with you.

". Immediately order your drins and garnish them. #erve the drins 0eginning to theright of the host and moving counter3clocwise around the ta0le. If the party is acouple, serve the woman first.

*. %ae the guest8s order. If there is a 0uffet, suggest the 0uffet or lunch special for theday. If someone hesitates, mae suggestions. fter the entrees are ordered, suggestappetiEers or soups to go with the meal. S44 S44 S44

1arefully repeat the order 0ac to the guests to mae sure you have recordedeverything accurately. 6nce the order has 0een recorded, say B%han you8 collecttheir menus and their extra place settings and return to the service station.

. hen the order is ready, the server will deliver it promptly to the guest. #erve allfood items from the left (if possi0le).

?. ithin 2 O 4 minutes the server must chec 0ac for guest satisfaction, and say,BMay I 0ring you something elseK

+. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nless

someone specifically ass to have his/her dishes cleared 0efore everyone is done.)

++. hen guests are finished, server will say, Bould you lie to try our delicious hotapple pie todayK %ry a few different dessert suggestions andS44 S44 S44 %hen add, Bould you lie some coffee or teaK

+2. repare and serve the coffees and teas. %hen prepare and serve the desserts.



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+4. dd the coffees, teas and desserts to the guest chec.

+5. s the guests are enFoying their desserts or if nothing else is ordered, place the checon the ta0le face down, saying, B%han you very much. I will tae care of it for you when you are ready.

+". fter the guests leave, clear and reset the ta0le immediately.



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+*. %hroughout the meal, servers must constantly wal through their stations and thinof what they can do at each ta0le. %hey shouldN

a. @eep coctails, 0eer, wine and other 0everages refilled. 0. 1hange ashtrays

c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les.d. &andle guest8s re;uests.e. reet new ta0les within * seconds.f. 1hec on itchen orders.g. -efill coffee, hot water and water.h. @eep the side stations stoced.

+


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DewarTsK) If someone does not want an alcoholic 0everage, suggest a coe or icedteas, 0ut suggest something O S44 S44 S44

6nce everyone has ordered 0everages, recommend the dinner special. :e prepared toexplain any item on the menu. %hen add, BI8ll 0e right 0ac with your drins and to

tae your order.



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3 If you cannot tae the 0everage order within * seconds, say with a #MI=$,Bood evening, I8ll 0e with you in a minute.

3 If you notice that a party is sitting unacnowledged in someone else8s station, say with a #MI=$, Bood evening, someone will 0e right with you.

". Immediately order your drins and garnish them. #erve the drins 0eginning to theright of the host and moving counter3clocwise around the ta0le. If the party is acouple, serve the woman first.

*. %ae the guest8s order O :egin to the right of the host and move counter3clocwisearound the ta0le. If the party is a couple, serve the woman first. #uggest the dinnerspecial for the day. hen the guests have ordered their entrees, suggest one of ourappetiEers, soups or small salads. #uggest additional 0everages. S44 S44S44

. %han the guests and collect their menus and their extra place settings remem0eringthe wine glasses.

?. Deliver the guest chec immediately to the itchen. ll orders must 0e punched inDo not attempt to tae orders 0y memory.

+. repare and serve a 0aset of rolls/0read with a ramein of 0utter.

++. repare and serve appetiEers and any additional 0everages.

+2. If a wine has 0een ordered, tae it to the ta0le and serve it correctly.

+4. 1lear dishes for the first course and chec on the entrees.

+5. hen the entrees are ready, the server will deliver it promptly to the guest. #erve allfood items from the left (if possi0le).

+". ithin 2 O 4 minutes the server must chec 0ac for guest satisfaction, and say,BMay I 0ring you something elseK

+*. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nlesssomeone specifically ass to have his/her dishes cleared 0efore everyone is done.)#uggest dessert. %ry a few dessert suggestions O S44 S44 S44 %hen add,Bould you lie some coffee or teaK %ae care of any re;uests and add anyadditional orders to the guest chec.

+


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+>. gain, chec 0ac for guest satisfaction saying, BMay I 0ring you something elseK Ifguests are finished, place the chec on the ta0le face down, saying, B%han you verymuch. I will tae care of that for you whenever you are ready.

+?. #ettle the guests8 chec and than them again.

2.fter the guests leave, clear and reset the ta0le immediately.

2+. %he server and host/hostess will than the guests again as they are leaving.



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22.%hroughout the meal, servers must constantly wal through their stations and thinof what they can do at each ta0le. %hey shouldN

a. @eep coctails, 0eer, wine and other 0everages refilled.. 0. 1hange ashtrays

c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les.d. &andle guest8s re;uests.e. reet new ta0les within * seconds.f. 1hec on itchen orders.g. -efill coffee, hot water and water.h. @eep the side stations stoced.

The ssentials of 2oom Service

uests eat in their room 0ecause they do not want to eat in the pu0lic dining room. %hey are too tired, travelling alone, or too harried to face the pu0lic. %hese people appreciateefficiency and are extremely intolerant of incorrect orders.

2oom Service

1old food is placed on the ta0le O hot food in food warmer.

Proper Set,up O &ave your ta0le or tray properly set3up with all necessary utensils.Don8t forget sugar, cream for coffee, lemon for tea, vase with carnation, and propercondiments (salt and pepper).

In this department, it is especially important that you do not forget anything.

&eliver' O lways push ta0les, except entering or leaving elevators or going over doorsteps, in which case you pull a ta0le. @noc firmly on the door and announce yourself as-66M #$-RI1$. 7se guest8s name with appropriate time of day (i.e., ood morningMr. Aones).

Service in 2oom

Tra' Service O lace tray on ta0le and position chair. Mae sure the tray is set in sucha way that the guest does not face a wall, i.e., facing %.R. if guest is watching it or facing window if room has a view.

Ta0le Service O ull ta0le into room and place it where guest desires (or where there isenough room). :e sure to position the ta0le in such a way that the guest is permitted a view.

3 our coffee, 0eer, wine, etc.3 lace ashtray from dresser on ta0le if you o0serve guest smoing.3 ssist guest in any other way he/she may desire (i.e. serve dressing, etc.).3 resent chec



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3 %han guest.3 Inform guest a0out removal of tray.3 ish guest a pleasant day (evening).3 &ave guest sign chec



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Beverage Service for 4ounge Area

Service of &rin$s

Drin service has to 0e speedy and efficient. %he server should chec on repeat

rounds at the appropriate time. ll drin service is from the right.

:end your nees, not your 0ac, when putting down the drin. @neel on one nee if ta0le is very low.

rovide coctail napins (right side up, writing facing guest) for all drins. ut chec on ta0le after every round (upside down). 1lean ashtrays when necessary. 1lear empty glasses and 0ottles constantly.

Special Service

:eer 3 'ill glass half full and let the guest pour the rest of the 0eer. ine 0y carafe 3 wine 0y carafe does not have to 0e taste tested.

7seful terms for descri0ing winesN

Gualities)

eneral 1haracter -o0ust, well30uild, full, fleshy, velvety, clean, well3nit, dainty,rugged.

1olour #umptuous, ru0y, am0er3coloured, clear, lively, 0rilliant.'lavour and #trength =ively, no0le, massive, full, heady, stout, ro0ust.

#ugar 1ontent Dry, sweet, mellow, li;uorice.:ou;uet 'ruity, fine, scented

Serving Wine

#ince wine is gaining in popularity and it is a widely accepted practice today to order wine with meals, it is important you 0e completely familiar with wine serviceprocedures.

( Storage 3 #tore red wine in storage 0ins and white wine in refrigerated storage 0oxes in a horiEontal position to eep cors moist.

Proper Storage Temperatures

-ed ines ""U to * U hite ines 5* U to "5 U

+ #eneral 2ules of Service

lways open 0ottle in front of guest.



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lways present wine to host for approval.

lways let host taste test wine. Cever distur0 wine, especially red wine (always handle wine carefully). hen pouring wine, 0ottle should never touch glass. 'ill white wine glasses 2/4G red wine glasses VG oversiEed glasses a0out +/4.



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5 Actual Service of 2ed Wine

Service Steps

1arry red wine to the ta0le.

resent wine to host from right side, showing the la0el with a slight turningmotion of the 0ottle. 1ut lead foil with nife of corscrew at top of extension of nec. ipe nec and lip of 0ottle with napin.

lace corscrew in centre of cor and turn clocwise until tip almost reaches

0ottom of cor. 'rench red wines usually have a longer cor. lace lever on lip of 0ottle and hold in place with left hand. Cow grasp corscrew and cor and remove with gentle sideways motion.

ipe nec and lip of 0ottle again with napin. -emove cor from corscrew and present it to guest.

'old up corscrew and put it in your pocet

our taste test for host and wait for his/her approval. Do not touch the rim of the wine glass with the wine 0ottle.

7pon host8s approval, serve wine to all guests moving counter3clocwise around

the ta0le and finishing with the host. hen pouring mae a one ;uarter counter3clocwise turn with the 0ottle to avoid

dripping.

1 Actual Service of White Wine

hite wine is served chilled (a0out 5"U to "5 U). hen serving white wine, place inan ice 0ucet filled with ice and water which is positioned close to the host. hen

presenting and pouring the wine, it is removed from the ice 0ucet.

Service Steps

resent wine 0y letting it rest in left hand (napin) and hold nec of 0ottle with

right hand, showing the la0el with a slight turning motion of the 0ottle. lace in wine 0ucet and proceed to open 0ottle lie red wine. 6ffer taste test to host and wait for his approval.

our wine in prescri0ed manner and se;uence. hen holding wine, let la0el show.

: Actual Service of 2osH Wine

#ame as white wines.

= Actual Service of 3hampagne

1hampagne has always 0een a festive wine and one of the most expensive of ;uality wines. %oasts are traditionally made with champagne, so it is generally a part of



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occasions such as weddings, receptions, and formal 0an;uets. 1hampagne coctailsare also very popular, especially with the women.

1hampagne is served chilled and is ept in a wine 0ucet at the host8s side.



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Service Steps

resent lie white wine.

roceed to open 0y removing aluminium foil and wire. &old 0ottle in right hand and nec and cor in left hand (with napin).

#lowly twist 0ottle, not cor. Cever point the 0ottle at person.

#lowly remove cor, maing sure not to pop it off. &old 0ottle at a 5"U angle to prevent from spilling (this allows the gasses to

escape without pushing out the li;uid). 6ffer taste test to host and wait for his/her approval.

Move counter3clocwise around the ta0le and finish with the host. artially fill the glass on the first pour, wait for the 0u00les to su0side, and then

pour again until the glass is 2/4 full.

&rin$ Procedure

Ordering

%o order a drin from the 0ar, you must punch it in on Management #ystem. %he 0artender (when on duty) will mae it and put it on the 0ar. %he server will then pic uptheir drin, tear the chit (so the 0artender does not mae it again).

To 2e,order

'ollow the previous procedure.

Bartender

Bartenders 3hec$list

Bar Opening

H Ice :arsH et Fuices ready O cran0erry, clamato, orange Fuice, lime 0ar mix, mil, ice water.

$nsure there is sufficient 0ac up product on hand.H %urn on 12 canistersH 1hec soft drin canisters O 0leed lines. $nsure 0acup canisters are handy.

H #lice sufficient amount of fruit garnishesH #toc straws, coctail napins, glasswareH Rerify cash floatH #ufficient amount of note paper, pens, credit card slips, date set on credit card

imprinterH :ar menus/wine lists on handH -e;uired supplies with in reach O corscrew, 0eer 0ottle opener, lined shot glass,

shaers for coctails



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H fter manager has given you li;uor, all 0ottles should have accu pours or free pourspouts on them (eep original caps)

H 1lean 0ar towels on handH 1aesar supplies ready for use



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Bar Closing

H #toc coolers (all rows full)H al in cooler should 0e left organiEed, 0eer cases full and sorted into the following

categoriesN domestic 0rands, premium 0rands 9 imported (partial cases left on top)

H ccu pours 9 free pour spouts removed from 0ottles and washed, caps replacedH $mpty ice sin H $mpty pails under 0arsH #oa fountain gunsH Auices should 0e returned to wal3in cooler, covered with plastic wrap and datedH -efunda0le 0ottles put in receiving areaH -ecycla0le items 0rought to itchen (wine 0ottles, coolers, Fuice 0ottles, etc)H $mpty gar0age cansH -estoc glasswareH ipe down 0arsH #weep 9 Mop floorH $mpty soft drin canisters 0rought to receiving areaH %urn 12 canisters off H #oiled linens 0rought to itchen

Practices of a #ood Bartender

In order to 0e a good 0artender, it taes more than Fust having the proper supplies 9e;uipment on hand. %o 0e successful the 0artender must do more than Fust preparedrins. :elow are some of the main ingredients to help and guide you.

H 1ourtesy 9 friendliness. hen a customer approaches the 0ar they should 0e made welcome, and what 0etter way to do this then 0eing greeted 0y a smiling and

pleasant 0artender.H void involving yourself in customer conversations unless addressed to do soH You should develop a memory for faces and their favorite drins. eople lie to 0e

remem0ered and it gives a sense of 0elonging.H #hould guests complain, don8t lose your cool. -emem0er that without happy guests

we have no guests. You are here to serve them.H lways eep 0usy when tending the 0ar. %he 0ar should always 0e neat 9 tidy. Co

clustering of people 0ehind the 0ar chatting.H Mae sure everything has a place where it 0elongs. nd put it there after each use.H #hould you feel a customer has had too much to drin you should cut this person off.

-eport this information to your co3worers and manager. pply procedures learned

through the #mart #erve program.H -emem0er you are Tpouring for profit8. ood 0artending, maing drins correctly,

not over pouring (0y measuring), 0eing cost effective in general results in reasona0lypriced 0everages for the customer and profit for the esta0lishment.

H dhere to the recipes and ;uantities prescri0ed 0y management.H Mae sure you are aware of the T&ouse olicies8 for alcohol service



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%our "otel "ouse Polic' for Alcohol Service

H 7nless a person is nota0ly over the age of +?, proper photo I.D. is re;uired.H hoto I.D. is re;uired for ta0le (wine) service as well as 0ar service.H If a person is nota0ly intoxicated, you have the full right to deny any person alcohol

service.H If someone is cut off, notify co3worers 9 manager.H If guest 0ecomes irritated, avoid all conflict and advise the manager who can tae

over the situation.H guest who has 0een cut off may at our discretion stay in the 0an;uet room

provided they follow our demand of consuming no more alcoholic 0everages.H If they continue to consume alcohol they may 0e eFected from the :allroom. %his

should 0e done 0y a manager in a professional manner.H lcohol is not permitted to 0e 0rought in from another source (i.e. uestroom). e

reserve the right to confiscate any alcohol not purchased through a contracted Your&otel 0ar. e reserve the right to deny entry to repeat offenders.

H lcohol is permitted only in licensed areas. ny open alcohol travelling through thehotel will 0e confiscated.

H If our guest should ever reach the stage of intoxication, it is our responsi0ility toensure they get to their destination safely.

H ll Your &otel 1atering department staff O servers, porters 9 0artenders M7#% havetheir #mart #erve certification.

Selling

Salesmanship

aiting on ta0les in a restaurant does not mean that you are Fust an Border taer 3recording what people would lie to eat on a chec and then serving it to them. :eing aserver also entails maing enticing suggestions to go along with guests8 orders andsuggesting menu items to undecided guests. %his maes you a Bsalesperson as well, andthat8s where the exciting and rewarding part of your Fo0 comes into play. You areactually in the position to affect the amount of tips you earn every day.

#uest 3hec$

Q+. er erson Q+5. er erson

1hec verage x 4 people per day Q 4 1hec verage x 4 people per day Q 52

W %otal sales/day x " days per wee Q +," W %otal sales/day x " days per wee Q 2,+W %otal sales/wee x " wor ws/year Q


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XN &ow do you now what to suggestK N :y understanding your menu completely.



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Brea$fast O #uggest fresh fruit to go with the meal, 0reafast meats, pastries andinteresting speciality items they might not see anywhere else.

4unch O #uggest appetiEers to split 0efore lunch, coctails or wine 0efore lunch,soups, salads and desserts.

&inner O #uggest appetiEers, soup, salad, dessert, after dinner drins and li;ueurs.

XN hen do you mae these suggestionsK N t every possible moment.

%he following scenes will demonstrateN +. hat to suggestG 2. hen to suggestthroughout the course of the guest8s 0reafast and lunch.

# W #erver W uest

Brea$fast

#N ood morning, sir. May I tae your 0reafast order and may I tell you a0out ourgreat pancae 0reafastK

N Co, I8m not in the mood for pancaes, than youG 0ut I8d lie some eggs.

#N &ow would you lie them cooedK

N 6ver easy.

#N ould you care for an order of our country ham or sausage pattiesK

N %he ham.

#N 6ay, and would you lie to start with some fresh fruitK half of a grapefruitK

N Co thans.

#N May0e some straw0erries and cream, or some honeydew melonK

N I guess I8ll have the honeydew.

#N %han youN I8ll 0e right 0ac with your melon.

%he indicates each time the server finds an opportunity to suggest something.

Cotice that the first thing the server suggested was the pancae 0reafast. %he guestclearly wasn8t interested and started to order his eggs. %he server immediately suggesteda 0reafast meat since it8s a natural accompaniment with eggs and an easy item to sell Oand it wored. 'ruit, on the other hand is something that people don8t often consider



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right away. Cotice that the server tried once and was turned down, then tried again.Don8t get discouraged with a Bno answer O try something else.

4unch or &inner

%he server approaches the ta0le with a 0ig smile and good eye contact.

#N ood afternoon, ladies. ould you lie a drin from the 0arK

N 7m!.



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#N &ow a0out a glass of 6ntario wine or a wine spritEerK

+N Yes, I8d lie a glass of wine.

#N Rery good, and you Ma8amK

2N 6h, no than you.

#N &ow a0out a errier or a glass of our freshly 0rewed iced teaK

2N ell, I guess I8ll have a errier.

#N %han you. I8ll 0e right 0ac with your drins.

#N re you ready to order lunchK

+N Yes, I8d lie the tropical fruit plate.

#N $xcellent choice. ould you lie to start with some of our clam chowder O it8s Fustdelicious O very creamy with pieces of clam.

+N Cow that you mention it, I8d love it.

#N reat, and you ma8amK

2N I can8t decide which of these sandwiches I8d lie O I8m pretty hungry

#N 6ur chicen salad sandwich is very good!

2N I don8t really lie chicen salad!

#N ell, our shaved 0eef with stilton cheese is delicious and pro0a0ly our 0est3seller.It8s chef prepared roast 0eef with stilton cheese on sourdough 0read, grilled toperfection, and served with seasoned fried onions and fries.

2N %hat sounds delicious. I will have it with the salad.

#N Rery good. Bould you lie some soup to start with some of our vegeta0le soupK

2N Co than you.

#N erhaps you8d lie to try our tossed salad. It8s an assortment of fresh mixedgreens garnished with onions and tomatoes served with the dressing of yourchoice.

2N %hat sounds delicious.



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#N reat, your salad and sandwich will 0e ready in a few minutes.

%he indicates each time the server finds an opportunity to suggest something.

Cotice that 0efore their meal, the women hesitated 0efore ordering drins. %he server

immediately suggested some wine which is very popular now and is a Bsafe thing tosuggest. hen the second lady didn8t want wine, the server come up with othersuggestions that sounded enticing and she ordered a errier. gain, never getdiscouraged. If at first you don8t succeed, try something else.



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During the order, the first woman new exactly what she wanted and ordered it. %hatmay have 0een the end of the sale, 0ut the server too a chance and suggested a soupusing a tempting description, and the lady got sold on something she hadn8t considered.%he second lay was undecided so the server immediately suggested a chicen saladsandwich. %his didn8t wor so she tried a second suggestion, descri0ing the 0eef and

stilton sandwich in detail, using a catchy phrase Bour 0est3seller and sold it. gain, theserver tried for another soup sale 0ut this time she was turned down. #he tried again with an appetiEer that she thought would go nicely with the salad and it wored.

You can see from the two previous orders, that the way to sell menu items is tosuggestthings, all inds of things, and the 0est time to do it is everywhere you can.

2eading %our #uests

%he next important factor is to 0e a0le to Bread your guests correctly. ll people won8trespond to the exact same type of suggestions and sales techni;ues. #o, upon greeting your guests, you need to siEe them up to determine what approach will wor the 0est onthem. Your guests will pro0a0ly fit into one of the following categories. #uggestions forhow to Bsell to each different situation are listed 0elowN

In and Out as Guic$l' as Possi0le atersJ

Don8t shy away from these people. #uggest items from the cold pantry that you now are;uicly made, 0ut don8t stop there. You can also suggest soups and fast appetiEers.

4eisurel' atersJ

#ell as many courses as possi0le. 6ne or two coctails 0efore the meal! appetiEers for

sure, soup or salad, then their entre and definitely dessert and coffee.

Boo$*orms and Business eeting atersJ

Do all of your suggesting at the time the order is taen and give good ;uiet service.

Friendl',T'pe atersJ

eople who enFoy taling with you are an easy touch for all the little Bextra sales. #penda lot of time explaining menu items in great detail and sell them interesting coctails,suggest that they share an appetiEer, have them try things they never had 0efore, and

then suggest dessert.

3ost 3onscious atersJ

#uggest the lower priced entrees, salads, and sandwiches. Cext, suggest that they splitan appetiEer or some soup. 'inally, suggest that they split a dessert. Don8t getdiscouraged O the fact that they are in your restaurant indicates they will spendmoney.



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Price Insensitive atersJ

o for it 7p sell at every opportunity O all you have to do is mae the suggestions. hen they order coctails, suggest the higher priced li;uors for their drins. Descri0eand suggest menu items at the higher prices, especially the entrees. #uggest appetiEers

and desserts and after lunch drins.

Kno* What The' Want atersJ

ttempt to 0uild on to their orders while they give them to you. #uggest items that would go along with what they order O don8t give up O eep trying until they 0uy.

eed Some #uidance atersJ

s first if they want a light meal or su0stantial meal. ive personal recommendationsand tell them what is Bmost popular, what our B0est3sellers are, and encourage them totry our appetiEers and desserts.

Single enJ

%hey usually are 0usinessmen on expense accounts and are insensitive to prices. Youcan usually get them to 0uy our higher priced items if they are given good consideration.%hey are in a hurry most of the time.

Single WomenJ

hen eating alone, women usually want to order inexpensively. o for the entre saladsand a cup of soup or a croissant sandwich and a house salad.

3ouplesJ

fter entrees are ordered, encourage splitting appetiEers and desserts. o for the 0ottleof wine sales.

#roup of enJ

#tay on top of their drins. 7p sell 0y offering premium 0rands and eep sellingBrounds of drins. %o start with, they usually will 0e interested in appetiEers O fingerfood that can 0e shared. %hey are usually insensitive to prices and are easy to sell with

good descriptions. o for the full course meals and higher priced items.

#roup of WomenJ

omen usually drin wine, spritEers, or something different. roups of women are costconscious and diet conscious. %hey lie to split sandwiches and salads and can 0e easilypersuaded into sharing a plate of appetiEers or a dessert.



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FamiliesJ

Most families usually are looing for economical 0uys. @ids lie ham0urgers, friedchicen and grilled cheese. ay attention to small children O eep them 0usy withcracers O their parents will appreciate it. You can sell desserts or at least ice cream to

most families.

ForeignersJ

Most foreigners are in the ha0it of drining wine or 0eer with their meals and so they8reeasy to sell. Many times they lie to try B1anadian foods, particularly our 0eef. 'indsomeone in the group with the 0est $nglish and us simple ey words lie Bham0urger,Bstea, Bstea sandwich and Bsoup. lot of foreigners enFoy a large meal at lunch3time so full course meals are also easy to sell. Don8t misinterpret their ina0ility tocommunicate as 0eing rude or impolite. %hey simply don8t now the language. :epatient, act things out, and have fun with them. %here is no need for any long and drawnout descriptions.

Phrases That S44J

%he final ey to successful suggestive sales is phrasing your suggestions so that theyBhoo people into 0uying. :elow are a few examples that have proven successful. @eepthese in mind while you are woring and constantly add ideas that wor for you to thislist.

Dp Sell

N I8ll have a scotch on the rocs.

#N ould you lie that made with 1hivas or lenlivetK

N I8ll have a glass of white wine.#N ould you lie to try our Mondavi 1hardonnayK

4ocal Specialities

N 7m...I8m not sure yet.#N ell, I recommend that you try one of our truly 1anadian specialities...our

We9re Famous for It

N Is you char3grilled 0urger any goodK#N 6ur 0urgers are outstanding. You can add up to six different toppings at no extra cost.

#ive T*o Suggestions

#N ould you lie to start with an appetiEer, may0e a 0aset of our fried cheese, or aplate of chicen fingersK



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Share

N Co, than youG we8re full.#N I 0et you couldn8t resist our fudge cae with ice cream and hot fudge hy don8t I

0ring you Fust one with four fors and you can all share itK

While %ou9re Waiting

#N ould you lie to start with an order of deep3fried vegeta0les or some soup while you8re waiting for your sandwichesK

Best Seller

N hich sandwich would you recommendK#N ell, if you8re hungry, I have a great suggestion, our clu0 sandwich. It8s turey,

0acon, lettuce and tomato on toasted 0read. It is definitely our B0est3seller and it8s very good.

Planting Ideas

#N hile you8re looing over the menu, you might notice the appetiEers. 6ur clamchowder is a perfect thing to start with and our fried cheese is also very nice.

#N $nFoy your meal and don8t forget to save room for dessert.

nticing &escriptions

N 1ould you tell me a0out this roast 0eef and stilton sandwichK

#N It8s chef prepared roast 0eef with stilton cheese on sourdough 0read, grilled toperfection and served with seasoned fried onions and fries.

Personal Testimonials

#N e tasted everything on the menu when we first opened and the 0ar0ecued chicen wings are incredi0le. %hey8re the 0est I8ve ever had. I even ased for the recipe.

/he following techniques do not work0

pproaching the ta0le laEily with no enthusiasm and maing no eye contact.

#N Did you want and dessertsK

#N ppetiEersK

N hat would you recommendK

#N I don8t nowG I never tasted anything.



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N re the soups any goodK

#N I don8t really lie them.

N hat do you suggestK



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#N sandwich or a ham0urger or some fish.

N hat8s on the seafood harvestK

#N #ome huns of fish...and some vegeta0les lie an onion...and it8s deep3fried O they say.

N I heard you have great pastries.

#N %hey8re oay.

3onclusion

#ince selling is a ey part of your Fo0 responsi0ilities, you need to use

Documents

Food and Beverage Manual