Success is not final, failure is not fatal: it is the courage to continue that counts. Winston

Churchill

What is awesome food and beverage

service?

What does it take to be a good Service Associate?

What’s the skill requirement to be a Service Associates?

Good service has two aspects:

1.System2.Conviviality

Responsible for System:

The ManagementManagerChefHeadwaiterCaptainThe waiters and the waitress are too.

System in short:Every thing must work well. Organize the deliveryThe waiter and the waitress to must have system too.Timing of pick up,Never go empty to the kitchen and dish-wash area.The service station must at all time be clean and tidy.To have a good line up for the service.Table are well set.

Service Station stocked according to policy.

The service associates has a clean service cloth, Note block,Pen, Matches

All condiments have been refilled and are clean.

Everything is ready according to the opening check list.

Everybody has been briefed by the manager or assistant manager or head waiter on what we have to focus on today. What is the daily special or what is the soup of today. About reservations and what is happening today.

Every waiter has been assigned to a service section for which he will be personally responsible.

Every waiter has been assigned to a service section for which he will be personally responsible.

Every waiter knows the table numbers.

Every body is ready for MWB.

Every body is ready for MWB.

Served on time

Every body is ready for MWB.

Served on time Especially during rush hour.

Remember a waiter or waitress is not just a server but

A sales person, a guest relation person, He / She is the Restaurant.

The way you walk and talk is the image of the restaurant.

Welcome Mr. Lau, it is a pleasure to

see you. Table for

two?

Be thankful for the guest has chosen your

Restaurant to dine.

Be thankful for the guest has chosen your

Restaurant to dine.

It’s the attitude that makes the difference.

Show the guest to the table and pull the chair.

Open the napkin and suggest a drink first. We do not need to serve ice water. Because of the wastage of water we save water . It is also better to sell a drink. It is adding to our bill.

Edi is your waiter today, your beer will

be served right away. Enjoy Lunch

with us.

Present the Menu from the right side.

Good Afternoon Mr.

Indra I am Edi and It’s a pleasure to

be your waiter today

Present the Menu from the right side.

May I recommend our Chef’s

special. Tasty grilled

Chicken.

When taking order standUp-straight. Do not bend

Your chef’s special today

sounds great.

When taking order standUp-straight. Do not bend

Awesome choice Mr. Indra. How

about starting with a Mushroom

soup and other great dish by our

Chef..

OK that’s sounds good.

With pleasure Mr. Indra. My I repeat the order?

You will enjoy the Mushroom soup and the gilled chicken.

With the chicken may I suggest a glass of our white

wine of the month? It is matching perfectly the

chicken.

Is wine not a bit

too heavy for lunch?.

No Mr. Indra our white wine of the month is a

Riesling from New Zealand. Just 11% alcohol and light.

No Mr. Indra our white wine of the month is a

Riesling from New Zealand. Just 11% alcohol and light.

Great I follow your

suggestion

Thank you Mr. Indra, I shall serve the wine

first.

Some Service Rules:

Basic a la carte setting. The water glass is on top of the knife. Instead of just serving Ice water serve bottled mineral water and increase the check.

The guest has a soup first and as main course grilled chicken.When serving western food we should serve some bread.The bread is the “Rice” for western food.

If you serve chicken, sea food, lamb chops where the guests are taking the meat into the hands then you should use a finger bowl. So the guests can clean their fingers. For meat the fingerbowl should have warm water with slice of lemon.The finger bowl is placed on the left side of the guests , Just above the fork. Or the bread plate.

See the Fingerbowl above the BB Plate.In this Menu we are serving fresh oysters as first course and Fillet goulage.

Here we have a shrimpCocktail as a starter.There are just some rules on what cutlery to be used for what food. It requires just some good common sense to imagine of how to eat something best. In Restaurants it’s the management who sets Service procedures and cutlery to be used for each dish.

How to serve “Snails”On a Herb butter in the shell of the snail. You must give a snail tong and soup spoon. The guest will pull out the snail with the snail fork over the soup spoon so the hot herb butter will be eaten with the snail.

The cutlery must be according to the food Ordered. The guest will use the cutlery from outside in.In this setting the guests is starting with a soup. Then with a hot appetizer such as Macaroni au gratin.As main course a grilled chicken and for dessert a Meringue with cream. In this set menu they start with a white wine and with the main course they have a red wine. So the first glass above the spoon is the white wine glass then the red wine glass and then the water glass for the mineral water.

The set menu.

What’s the menu?

What’s the Menu?

Drinks are always served from a tray. From the right side of the guest. and is placed on the right side.

Mr. Indra your Papaya Juice.

Thank you

It’s with pleasure.

I also would like to have some water.

Certainly Mr. Indra. Do you prefer Evian or Alaska. Evian

Mineral water is very healthy.

I prefer the local water..

Certainly Mr. Indra, Do you like the Alaska water chilled

with or without Ice.

Certainly Mr. Indra I shall

served it chilled without Ice.

Just chilled no

Ice.

It’s a pleasure

Thank you

Strictly carry cutlery on a tray or plate never in the hand.

Cutlery is strictly carried on a tray and changed or set in from the right side of the guests.

Cutlery is strictly carried on a tray and changed or set in from the right side of the guests.

Excuse me Mr.Indra may I adjust

your cutleries.

Cutlery is strictly carried on a tray and changed or set in from the right side of the guests.

It’s with pleasure Mr. Indra

Thank you

Food on a plate is always served from the right side of the Guest.

Typical Bandung Rice with soup. T he soup bowl is place above the dinner plate.

Mr. Indra enjoy your Nasi Bandung.

Is there anything else I can get for you?

Every thing is

fine thank you.It’s a

pleasure Mr. Indra.

During the meal check back with the guest:

Mr. Indra, how is your meal? Is there anything

else I can do for you?

Thank you Edi everything is

fine.

During the meal check back with the guest:

It’s with pleasure Mr. Indra enjoy

your meal.

The guest has finished his meal.

A typical sign that the guest has finished his meal.

Finished or still eating? This means the guest is still eating.It is a fact that some guests do not know this basic table manner rule. We just have to observe and when the guest does no longer eat then just ask the guest.

Mr. Indra how was your meal? Did you

enjoy it? May I clear the

plates?

Clearing from the right side.

Mr. Indra , what about a little dessert? The Chef just got some Australian

fresh peaches. He poched them and he

serve them warm together with a vanilla

Ice cream and almonds on top. The warm peach and the ice cream gives

a special flavor. Worse to try.

No I am afraid it is too sweet for my taste. Can I have a look

at the Menu?

Certainly Sir

Here is the menu, May I suggest a little cheese platter

instead of a sweet.

Here is the menu, May I suggest a little cheese platter

instead of a sweet.

Well that’s a good idea.What

cheeses do you have?

Our cheese platter consists ofBrie, Swiss Emmental and

some goat cheese from France. We serve it with some

Grapes.

That sounds good I

have the Cheese platter.

Great taste I am sure this is a good choice. Do you like some

Port with the cheese?

How about some coffee

instead?

No that’s too heavy for me.

How about some coffee

instead?

Ok I have some coffee

with cream.

How about some coffee

instead?

Ok

Certainly Sir, Do you prefer a Capuccino?

Yes this sounds to be

nice.

With pleasure Right away.

How to carry food on plates.

Never more than three. Two in your left hand and one with your right hand.

How to hold plates in your hands.

Carrying a pile of plates.

Do it by using both hands.

Clearing Plates from the guests table.

Clearing is done from the right side of the guests by using the right hand .Moving from the right to the left.

French Service.

Silver Service

Service from the Gueridon or Service Table.

Plate Service

Always the meat or the fish must be nearest to the guests.

How to serve a cheese plate.

Should be served with Bread.

Wine Service

The bill please!

The bill to be delivered on the spot. Guests do not like to wait for the bill.

Certainly Sir.

When presenting the bill from the right side of the guest.

MR. Indra your bill. Was everything up to your expectations?

When the guest has paid

Thank you Sir, It was a real pleasure to

have you over Lunch with us. Please come back soon.

Glasses are strictly carried on a tray.

Glasses are always touched by its foot only.

WE enjoy to have a restaurant . The more regular guests we have means that we do a great job.

Thank you for dining with us, It

was a great pleasure for us to serve you. Please come back soon.

Enjoy your meal. Is there anything else I

can do for you?