FOOD AND BEVERAGE SERVICE PROFESSIONAL - …stream.lobsterink.com/legacy/hallmark/food_and_beverage_service... · Allergens aren’t always food ... accompaniments. Make eye contact,

3 LEVEL

3.1 Menu Preparation3.1.1 Preparing the Menu

3.1.2 Learning the Menu

3.1.3 Practising your

Communication

3.1.4 Learning Difficult Terms

3.1.5 Allergens

3.1.6 Special Dietary

Requirements

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3.2 Menu Recommendation3.2.1 The Recommendation Step By Step

3.2.2 Tailoring your Recommendation

3.2.3 A Focus On – Chalkboard Menu

3.3 The Docket System3.3.1 Understanding the Docket

System

3.3.2 The Waiter’s Docket

3.3.3 The Flow of the Docket

3.4 Taking Orders3.4.1 Taking Guests’ Orders

3.4.2 Staggering Orders

3.5 Payment and the Bill3.5.1 Presenting the Bill

3.5.2 Payments and Gratuities

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FOOD AND BEVERAGE SERVICE PROFESSIONALTraining Manual & Workbook

© Copyright Lobster International S.A. 2015. All rights reserved.

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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook

3.1.1 PREPARING THE MENU

• Prepare menus before service.• Clean the menus, check each page to make sure there are no stains. • Display menus neatly.• Make sure that menus are up-to-date. Ensure that you have enough menus for the number of Guests you are expecting.

Any promotional material or information sheets should be clean and neatly displayed.

1) True or false?

Menus can be prepared during service.

2) True or false?

If you find you don’t have enough menus during service, ask Guests to share.

3) Circle the correct answer:

Menus should be cleaned and prepared before / after service.

4) Fill in the missing words:

Promotional material should be ___________ and ________________________.

True

True

False

False

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3.1.2 LEARNING THE MENU

Step 1: Divide the menu into courses• starters• entrées• main courses• desserts

Instead of having to remember twenty (or more!) dishes, simply remember how many of each dish you have – for instance: five starters, three entrées, eight main courses and four desserts.

Step 2: Highlight the dishes’ main ingredients and cooking methods

Step 3: Accompaniments – starch, vegetables and the sauceWhat is the starch and how is it cooked?What is the vegetable and how is it cooked?What is the sauce and how is it prepared?

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• Meat (beef, game, lamb, and pork)

• Poultry (chicken, turkey, duck and quail)

• Fish• Vegetarian

• steamed• deep-fried • sautéed• grilled

Main ingredients Cooking method

1) Complete the steps for learning the menu:


Each meal can be divided into a __________, a _____________, a ____________, and a main ingredient.


Examples of cooking methods are:

A ___________________

B ___________________

C ___________________

D ___________________

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Divide the menu into ________

Highlight the ____________________ and the _______________________ for each dish.

Divide each dish according to ___________, ____________________, and _____________.

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3.1.3 PRACTISING YOUR COMMUNICATION

• You should be neat and well presented.

• Use subtle, descriptive hand movements.

• Smile.

Stand about one full step away from the table, where Guests can comfortably see

and hear you.Adjust the volume of your voice so that all the Guests at the table can hear you, while

not disturbing Guests at other tables. Speak clearly and at the right speed.

Make good eye contact with your Guests. When talking to a big group, try to look each of the Guests in the eyes, not just one or two.

A good menu recommendation should take between 2/3 minutes.Recommend only two or three dishes according to what you know about the Guests.

Answer any questions, and leave Guests to make their decision.

Too loud and too close Correct

Too far away Too close

1) True or false?

When communicating with your table you should speak loud enough for the whole restaurant to hear you.

2) True or false?

When communicating with your table you should use subtle, descriptive hand movements.


A good menu recommendation should take between 2 / 5 and 3 / 8 minutes.


Recommend only _____ or _________ dishes according to ______________________

__________________.

True

True

False

False

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3.1.4 LEARNING DIFFICULT TERMS

If you see a word you do not understand, make a note alongside the word and ask the chef when he has time.

Find out what the words that you don’t understand on the menu mean, so that you can explain them if a Guest asks.

If there are any of your colleagues that also don’t understand these words, go to the chef together so that the chef does not have to explain twenty times to twenty different people.

1) True or false?

If you don’t understand something on the menu, you can go and ask the chef when a Guest asks you what it means.

2) True or false?

It is a good idea to make a note of all the words you don’t understand on the menu, and then ask the chef to explain, before service starts.

True

True

False

False

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3.1.5 ALLERGENS

Allergens are foods that are safe for most people to eat, but cause allergic reactions in others. Allergens aren’t always food – for some people feathers or bee stings can also cause an allergic reaction.The symptoms of an allergic reaction include a rash, difficulty breathing, and sneezing. An allergic reaction can be fatal if not treated correctly.

• Obtain information about allergies and dietary requirements during the booking process. Relay this during the pre-service meeting.

• If a Guest informs you of an allergy during service, let the Pass Manager know immediately.

• Bear your Guests’ dietary requirements in mind when recommending dishes.• Guests with specific dietary requirements often require your guidance in selecting their

meals.

Common allergens:

How to Tailor for Guests with Allergies

Nuts – such as peanuts, almonds,

and walnuts.

Shellfish – such as prawns, crab and

lobster.

Dairy – including milk, cheese and

yoghurt.

Garlic and onion

Gluten – gluten is found in grain products such as

wheat, flour and oats.

Eggs

1) Complete the list of common allergens:


The symptoms of an allergic reaction are _________, ___________, and

______________ __________________.

3) True or false?

If a Guest informs you of an allergy during service, you should inform your Pass Manager immediately.

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N_________ – like almonds and walnuts

D_________ – including milk and cheese

G_________ – found in wheat and oats

S_________ – such as prawns and lobster

G_______ and o______

E______

True False

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3.1.6 SPECIAL DIETARY REQUIREMENTS

Vegetarians eat no meat but do eat animals by-products, such as eggs.

Halal – foods that are allowed under Islamic law. Non-halal foods include pork, alcohol and animals not slaughtered according to Islamic law.

Vegans do not eat any meat or any animal by-products.

Hindu Guests will not eat beef, and often don’t eat pork.

Pescetarians don’t eat meat, but do eat fish.

Sikh Guests don’t eat beef or pork, and will often be vegetarians.

Kosher – foods that are allowed under Jewish dietary law. Non-kosher foods include those that mix dairy and meat.

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4 1) True or false?

Vegans eat no meat, but do eat other foods that come from animals, such as eggs.

2) True or false?

Kosher foods never mix dairy and meat.


Hindu Guests will not eat vegetables / beef and often don’t eat chicken / pork.


Pescetarians don’t eat ____________ or ___________, but do eat ________.


Vegetarians don’t eat ________, but do eat other foods that come from animals, such as eggs.

True

True

False

False

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3.2.1 THE RECOMMENDATION STEP BY STEP

There are a number of factors that influence your menu recommendations.

Look for a pause in the conversation so you don’t interrupt your Guests.

Ask if you may give some recommendations.

Using your menu knowledge, explain that dish by describing the main ingredient, how it is prepared, and any accompaniments.

Make eye contact, or get the Host’s attention.

Ask Guests about their preferences or favourites.

1) List the steps for delivering a menu recommendation:


Explain the two or three dishes you have chosen to recommend by describing __________

______________, how it is prepared, and any ___________________________.

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Wait for _______________________________ so that you don’t interrupt your

Guests.

Make _______________________, or get the Host’s attention.

Ask the Guests if you may _________________________________________.

Ask your Guests about ___________________________________, to get an

idea of which dishes to recommend.

Recommend two or three dishes using _________________________________.

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3.2.2 TAILORING YOUR RECOMMENDATIONS

There are a number of factors that influence your menu recommendations. 1) List the factors influencing menu recommendations:


In the morning, you would be more likely to recommend a ______ beverage, like tea or

coffee, rather than an alcoholic beverage, like ______________.

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T_______ of _____

S________ and w_________

The _____________ of your Guests

S_________ d_________ r________________

P________

A______________, and specials

P___________ dishes

Time of day

The gender of your guests

Price

Popular dishes

Season and weather

Special dietary requirements

The kitchen – availability, and specials

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3.2.3 A FOCUS ON – CHALKBOARD MENUS

Make sure the menu is written neatly, so that all your Guests can see both

the description and the price.

Fetch the chalkboard and bring it to the table. Make sure that you can

hold it so that all Guests can see it.

Place the chalkboard somewhere where it is still in

view, and leave your Guests to decide.

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1) True or false?

Place the chalkboard where the Host can see it, so that he can decide for everyone at the table.

2) True or false?

Place the chalkboard somewhere where everyone at the table can see it, and leave the Guests to decide.


A chalkboard menu should be written neatly so that Guests can read both the _________

and the ______________________.

True

True

False

False

Some more informal styles of service use chalkboard menus – either to display a select menu, or to display the specials of the day.

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3.3.1 UNDERSTANDING THE DOCKET

The waiter’s docket has the most detail, including the Guest names, table number and their food and drinks orders. The times the order is taken, and the time it goes out, are also noted here.

The pass docket is written by the pass manager who copies the information on the waiter’s docket over onto their own docket. This contains Guests’ orders and position numbers and also notes the time the orders are placed and the time at which they go out.

The kitchen docketis also filled out by the pass manager. This is for the chef, who only requires information on which dishes to prepare, and which of these need to go out at the same time to a specific table number.

The docket system is used to note Guests’ orders, and information on requirements or preferences. This can then be relayed to the kitchen or bar.

a b c


The docket system is used to write down all the Guests’ _________________________,

and any other information on ___________________________ or

__________________.

2) Match the docket type to its definition:

The Waiter’s docket

The Pass docket

The Kitchen docket

Types of

dockets

This docket will have the Guests’ orders, and position numbers, as well as the time the order was placed, and the time it was sent out.

This docket has the least amount of information – only which dishes to prepare, when the dishes need to go out, and the position numbers.

This docket has the most detail, including Guest names, position numbers, what each Guest has ordered for each course, and drink orders.

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3.3.2 THE WAITER’S DOCKET

The following information may appear on a waiter’s docket:

Table number

The booked name

Food and Beverage orders

Number of Guests (Pax)

Guest name and position number

Notes – for example, special occasions

Allergies or dietary preferences

The waiter’s name

Water preferences

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1) The following information may appear on a waiter’s docket:

2) True or false?

The docket shown in the image below is an example of a waiter’s docket.

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Table ____________

Pax or _______________________________

The _____________ name

The _____________ name

Guest name and __________ number

__________ preferences

__________ and ____________ orders

Notes

_______________ or dietary preferences

True

False

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3.3.3 THE FLOW OF A DOCKET

1) Complete the steps in the flow of the docket.

Order __________________

Handover to _________ ____________

Information _____________ ________

Orders ___________ and _________

Orders ________ ________

Next ___________ ___________

2) Which step is shown in the image below?

_______________________________________

Order is taken

Information copied over

Orders sent out

Handover to Pass Manager

Orders placed and fired

Next course fired

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3.4.1 TAKING GUESTS’ ORDERS STEP BY STEP

Work with your colleagues and the kitchen to agree on shorthand for the

dishes on the menu.

The docket must always be neat and easy to read.

• Usually food orders should be taken within ten minutes or Guests being seated.

• Be aware of indicators that Guests are ready to order.

• Guests may want you to take their children’s orders earlier so that they can eat first.

• Elderly Guests may want to order slightly earlier.

Stand somewhere where you’re out

of the way of other servers.

Fetch your docket book and a pencil or

pen.

Walk around to each Guest and write down

their order next to their position number

on the docket.

1) List the steps for taking orders:

2) True or false?

Elderly Guests and children will usually want to eat later than the other Guests at the table.


Orders should be taken within 10 / 20 minutes of Guests being seated.


Dockets should be _________ and _________ to read.

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Fetch your prepared______________ and a ______.

Approach the table and stand somewhere where _______________________ __________________________.

Walk around to each Guest and write down their order next to their ____________ _____________.

True False

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3.4.2 STAGGERING ORDERS

Speeding up ServiceIf you have Guests who need to be somewhere at a certain time, there are a number of ways in which you can speed up service.• Decrease the time between delivering the menu

and delivering your recommendations. • Make your recommendation when delivering the

menu.• You can combine the recommendations and

ordering process.

Slowing down ServiceIf your guests are not in a hurry, for example a couple on a romantic date, you can slow down service by leaving more time between the steps.

Staggering is a process used to ease the pressure on the

kitchen, and it is done by timing your tables’

orders.

1) True or false?

Staggering is a process used to ease pressure on the kitchen.

2) True or false?

You can slow service down by walking to the table with the dishes very, very slowly.


You can slow down service leaving more / less time between steps.

4) If you need to speed up service, you could:

A. Decrease the time between ____________________________ and ____________ ___________________.

B. Combine ____________________ and _________________________.

True

True

False

False

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3.5.1 PRESENTING THE BILL 3.5.2 PAYMENT AND GRATUITIES

Never bring the bill before the Guest asks for it.

Present the bill to the host, or the person who asked for the bill.

If a Guest approaches you away from the table to pay the bill, be ready so that they can pay quickly and discreetly.Prepare the bill while your Guests are enjoying their coffee or digestif.Check the bill for any mistakes.Place the bill on a small tray or in a bill fold, with a working pen.

1) True or false?

As soon as your Guests have finished dessert, you can bring the bill.

2) True or false?

You must wait for the Guest to ask you to bring the bill.


Check the bill to make sure that there are no mistakes / the Guest has left a gratuity.


Place the bill on a ____________ or in a ____________, with a _______.

True

True

False

False

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3.5.2 PAYMENT AND GRATUITIES

Present the bill to the Guest and leave the table. The Host will often put a card or money in the bill fold and close it again, indicating that you can approach.If the Guest is paying cash take the billfold back of house, count the money and supply change if necessary.

If a Guest finds an error on the bill, apologise and take the bill back of house to fix it immediately.

If the Guest is paying by card, offer to bring the card machine. Card transactions must always happen in front of the Guest.

Guests may want to split the bill, or pay separately. If it is your establishment’s policy to not split bills, ensure that you politely communicate this to Guests in advance.

1) True or false?

When the Host puts money or a card in the bill fold, this is a signal that you may approach the table to process the payment.

2) True or false?

You should expect a tip or gratuity from your Guest.


If your Guest finds an error on the bill, you should ________________________________

_____________________________________________________________________.


If a Guest is paying by card, you need to bring the ___________________________.

True

True

False

False

Documents

FOOD AND BEVERAGE SERVICE PROFESSIONAL - …stream.lobsterink.com/legacy/hallmark/food_and_beverage_service... · Allergens aren’t always food ... accompaniments. Make eye contact,