Banquet Server Training

JOB SUMMARY

The server is responsible for the complete service of food and beverages, catering
to all guests' needs. The server works closely with the captain to provide the guest
with an enjoyable dining experience. Specifically, it is the server's job to do the
following:
• Serve and clear food and beverages quietly, professionally, and quickly, using
proper serving and clearing techniques.

• Ensure the setting of proper silverware according to diagram and/or sample

table.

• Maintain good grooming and personal hygiene.

• Keep work area clean, and coordinate actions with the Banquet team members,
and all other members of the front and back of the house to ensure flawless
customer service.

REQUESTS FOR DAYS OFF & SHIFT SWITCH FORMS

Detailed attendance sheets are kept on all Banquet Office. Banquet team members
that would like to take specific days off must fill out a request form. They are
located in the Banquet Office. You must fill them out completely. If you need to
give another server a shift you were scheduled for, you must fill out the schedule
switch form. After filling them out completely, please hand to the banquet
manager. They are requests, and have to be approved and your posted schedule
will show these requests or changes once approved. Requests for a day or days off
must be completed before the Monday the schedule is completed (that schedule
would begin on the very next Sunday).

Illnesses are excusable with a doctor’s note, or other acceptable documentation.

When calling in late or sick, you must call in two (2) hours prior to your scheduled
shift. Do not leave a message on an answering machine. Ask the operator to
contact and connect you to either a banquet captain or manager. Remember when
calling off for a shift you must call in at least two hours prior to your shift and you
MUST TALK TO A SUPERVISOR.
REPORTING TO WORK

Clock in no earlier than seven minutes before your shift time. Before clocking in
you should be completely ready for work. Get dressed, and then clock in.
You must arrive to your room and ready to work on your scheduled time. If you are
scheduled at 4 o’clock P.M., you are expected to be in your assigned room, sign in
and get your paperwork no later than 4 o’clock P.M. Sign in with your Captain, in
the room you will be working, no later than your scheduled time, and get your
necessary paperwork. Read your paperwork immediately after signing in. In your
paperwork, you will find a floor plan, station assignment, and table diagram, service
flow and/or a copy of the BEO (Banquet Event Order).
From the time you clock-in to the time you clock- out, you are being paid to work.
So, if you need to leave the area for any reason, please notify your supervisor.

BANQUET UNIFORMS
Breakfast / Lunch / Dinner / Coffee Breaks & Bartenders

o Clean and pressed black pants

o Clean and pressed white, long sleeve shirt
o Polished black leather shoes
o Black socks
o Black Vest
o Nametag, on the left side of the vest
o Retractable ballpoint pen (black or blue ink)
o Tablet or note pad
o Wine key
o Table crumber

HOW TO TRAIN A BANQUET SERVER

Things you’ll need:

Dinner plates Napkins Utensils Glasses Linens

1. Ensure the server is informed of all organizational procedures. A new server

should understand proper restaurant protocol. Does your restaurant require
the server to introduce himself to the table by name? Is the server to
address each guest as sir or ma'am? How should the server handle a guest's
special needs? Train the banquet server in all of these details so he will be
prepared for his first shift.

2. Train the server to properly set a table. The napkin must be placed to the left
of the dinner plate with the salad fork and serving fork between the napkin
and the dinner plate. Knives and spoons are placed to the right of the plate
with the soup spoon residing at the far end of the line. A dessert fork and
 spoon are placed above the dinner plates and the butter dish sits above the
forks. Wine and water goblets are placed above the knives and soup spoon.

3. Serving the food at a sit-down dinner requires knowing the proper serving
methods. For example, if you are training a banquet server to serve a formal
sit-down dinner, instruct the server to present the food first to the guest of
honor, then to any female guests. Next, the server would present the food to
the male guests, followed by the hostess and then the host of the banquet. If
your restaurant has a differing method of serving order, make sure to train
the server accordingly.

4. Pouring water is a bit more difficult than it sounds because usually water is
poured from a pitcher with ice. If the server pours the water from the spout
instead of the side of the pitcher, she risks splashing water and ice all over
the table. Have a new server practice how to pour water from the pitcher's
side until she becomes comfortable pouring water.

5. Train the banquet server to properly clear a table. The server should wait
until all the guests have finished a course before removing plates and serving
the next course. Make sure the server is trained on where to dispose of the
linens and used dinnerware.

6. Train the waiter to know the locations of the restrooms, coat rooms, lobby,
gift shops, cash registers and any other important locations. It is likely that
the banquet server will be asked for directions regularly.

HANDLING SERVICE WARE

In the hospitality industry, service ware is a shorthand term encompassing

glassware, flatware (silverware, silver plate), and china. How service ware is
handled is of primary concern to everyone: the servers, the customers and the
hotel. Servers want to serve as efficiently as possible without messing up the food
on the plates or spilling the beverages; the customers want hygienic handling of
food, plates, and glassware, as well as an attractive presentation; the hotel wants
as little breakage as possible. To meet these three objectives, there are several
techniques that should be used when handling service ware. Many specific
techniques will be detailed on the following pages.

CHINA

• Place dishes on the table and remove dishes from the table using the five fingers
of your hand.

• Put the four fingers under the lower edge of the plate, and rest the thumb along
the upper edge and the outer rim of the plate, not on the inner surface or flat
border of the plate.
• Lower plates to the table, and place them where they should be positioned, one-
half inch from the edge of the table. Do not slide or throw the plates into
position.

• Place full dinner plates with the main item facing the customer, unless the chef
has suggested alternate placement.

• Use under liners and B&B plates when appropriate.

• Place coffee and teapots with the handles to the right, and slightly angled,
pointing to about the five o'clock position from the point of view of the guest
being served.

SILVERWARE OR FLATWARE

• Handle carefully - no fingerprints.

• If silverware is tarnished or dirty do not use it, return it to the steward.

• Carry large quantities of clean flatware on a clean tray.

• Be as quiet as possible when clearing flatware while guests are in the banquet
room - it makes a lot of noise, and guests would rather hear themselves talking
to each other than flatware clanging.

• Handle flatware on the sides, at the waist, the narrow portion of the flatware,
both for hygienic reasons and so fingerprints will not show. Under no
circumstances should the part of the flatware that comes in contact with the
customer's mouth be touched by your hands, nor should the base be handled
(fingerprints will show, looking sloppy and unhygienic).

GLASSWARE

• Carry clean, empty stemware and glassware upside down, with the stems
between the fingers of the left hand, the bases above the fingers, and the globes
below, or vice versa, whichever is easiest for you.

• Always handle stemware by the stems.

• Handle tumbler-style glasses by the bottom 1 1/2 inches of the glass

• Never handle glasses by the rims or stand them on their rims. The rim is the
weakest part of the glass.

• Never put fingers in a glass when clearing a table-even if there are no guests in
the room. When clearing glasses, pick up stemware by the stems and barware
by holding the bottom half of the outside of the glass.
WATER GLASSES

• Refill water glasses without lifting them from the table if it is possible to do so.
Lift water glasses to fill them, or remove them from the table only when
necessary. Otherwise, simply take the water pitcher to the table, and refill the
glasses.

• Keep water glasses filled - do not ask if more water is needed. Guests should
not have to ask to have their water replenished. (Exception, with dessert. When
dessert is served, discontinue water service, unless a refill is asked for).

SETTING YOUR STATION

Pre-meal Meeting

• At the Walper Terrace Hotel, like any other hotel, it is important that everyone
has the same agenda and is working toward the same goal to set the room
completely in the allotted time and to serve the guest in a timely manner with
flawless service. For that reason, we have a pre-meal meeting as soon as
everyone has signed in and all stations are covered. During the pre-meal
meeting, we will go over what, when and how certain tasks are to be completed.
It is very important that you pay attention to this meeting because every
function is different.

• After the meeting, collect the necessary amount of tray stands you will need and
bring them to your station (maximum of three). Generally speaking, you will be
scheduled 1-½ hours before the start time of breakfast & lunch functions, and 2
hours before dinners and receptions.

• When you arrive to your station, make sure the chairs are clean and evenly
placed with the correct amount of chairs around the table. Your paperwork will
indicate the number of chairs around each table. In some cases the number of
chairs could differ from table to table. This is why it is important to pay attention
during the pre-meal meeting and to read your paperwork before starting to set
your tables.

Where's 12 o'clock?

In the pre-meal meeting and on your paper work, the 12 o'clock position in the
room will be designated. This will dictate at what direction the center crease;
created by the first fold of the tablecloth will be pointing, the placement of items on
the table, and the placement of chairs around the table.

Generally speaking, if there is a head table in the room it is the designated 12

o'clock position in the room. If there is a stage with no head table, the stage is 12
o'clock. If there are both, usually the main focus of the guest, before and during
the meal will be the head table. Therefore, the head table will be 12 o'clock. Or vice
versa, it all depends on where the guest's attention will be directed before and
during the meal. In the event that there is no head table or stage, the 12 o’clock
position will be the wall opposite the guest entrance, making the guest entrance the
6 o’clock position.

On Your Mark, Get Set . . . Set!

• It is our standard to have 8 point tablecloths for breakfast and lunch and floor
length tablecloths with an overlay for evening events.

• When placing down the first piece of linen for an 8-point set, the center crease
will go diagonally (approximately from the 10 o’clock to the 5 o’clock position)
with the seams down and the top tablecloth will have the center crease going
North and South or 12 o’clock and 6 o’clock with the seams down making sure
the corners of the top tablecloth are covering the legs.

• The cloth must be even on all sides especially on floor length linens.

• Before setting your salt, pepper and sugars on the table, make sure that they
are full and clean. The salt and pepper are placed at the 12 and 6 o'clock
positions on the table with the salt on the right (white on the right). The
creamer, if preset, will be at the three and nine o'clock positions along with the
sugars.

• For dinners where coffee service is required, and not preset, creamers and
sugars will be placed on your side station and will be placed on the table when
coffee cups are placed down. If number stands are required, place them on your
tables at the six o'clock position on the table inside the salt and pepper. The
numbers should be facing the guest entrance doors. Four candles are placed
around the table approximately at the 2, 4, 8 and 10 o'clock positions on the
table.

• Stock the necessary china on your tray, making sure that all plates are clean
and free of cracks and chips. When collecting your silverware, count all silver
according to your needs and place them separately on a clean dry tray.

• When collecting glassware, you must put them on trays in the back service
corridor making sure that they are free from chips and spots. Empty glass and
coffee cup racks should be stacked neatly on wheels as they are emptied.

• The back halls of the Walper Terrace Hotel are tight because storage areas are
in demand, it is important when working in the back hall that you are neat,
place things where they belong, and leave a clear pathway so traffic can flow
through the hallway.
• Place china on the table first. Setting your china first assures that you will have
even spacing between place settings. When setting the tables always go in a
clockwise motion, holding the china with the left hand, and placing it down with
the right. Base plates, b&b plates and silverware are placed a thumbnail or half
inch from the edge of the table. They should not hang over the edge of the
table.

• When handling silverware, always use a damp disposable wipe to clean your
silver before setting them on the table (do not use cloth napkins). Continuing in
a clockwise motion, use proper handling techniques in setting your silverware as
discussed earlier in this manual.

• Set china and silverware exactly how the diagram and/or sample table
illustrates. Other china you may need: b&b plates, china plates for salad, plates
and under liners for dressings and/or sauces and dessert plates. Any necessary
china will be detailed in your hand out and discussed in the pre-meal meeting.

• Napkins are done after all china and silver are placed on the table. Some of the
napkin folds used by the Walper Terrace Hotel are:
• Bird of Paradise for Lunch
• Napkin Ring for Dinner

• Fill pitchers and place them onto the oval tray, making sure not to spill any
water on the floor. It may cause a slip. Fill water glasses from the pitchers at
your side station in the room. Proceed to place down water glasses, wiping the
bottom of each glass with your side towel that is draped over your left forearm.
This prevents excessive condensation rings on the table. Water glasses are
placed above the dinner knives. After water is preset, creamers can also be
preset and if it is an evening function light the candles.

• Before lining up for the guests, butter may be preset, and if large amounts of ice
tea and hot tea are anticipated to be served, lemons are placed on a B&B plate
and placed at the 2 o'clock position on the table. Butter is placed at the 4 and
10 o'clock positions on the table. Double check your tables making sure that
they are neat, clean and completely set. Line up for the opening of the doors,
usually servers will line up every other row, beginning with the first row in the
room. Servers stand at the opposite side of the table facing the guest entrance
doors with their side towel draped over their left forearm.
 SERVICE BASICS: SERVING A WHOLE TABLE

The preceding techniques must be mastered in order to provide competent,

efficient, and professional service to the individual guest. However, people usually
sit in groups and must be served as a group, which requires rules for serving
groups of people. Knowing how to serve the person is not enough.

Who gets served first, and how groups of people are served are explained by the
"Service Basics." Optimum service results from following four rules. Combine them
with the other techniques described herein, and provide service that is friendly,
courteous and prompt. Customers are bound to enjoy their visit.

• Ladies before gentlemen - Old before young

• Don't reach in front of the customers
• Walk forward

Ladies Before Gentlemen, Old Before Young

Ladies before gentlemen means just that. Serve ladies before serving gentlemen.
Children are served with ladies. Combine this with the next basic, old served before
young, and you'll see you should serve older ladies before young ladies; older
gentlemen before young gentlemen. If there is a young woman and an older man,
the woman is served first. At the Walper hotel as long as you start with the older
ladies first, then continue to serve women and children first going in a
counterclockwise direction, you'll have no problem with this rule.

Don't reach in front of the customers

• Don't reach in front of the customers. Face your customers as you serve them.

• When serving a glass of water, for instance, it is incorrect to serve from the left
side of the guest, reaching across to place the glass at the right side, at the tip
of the guest's knife. It is also incorrect to serve a beverage on a guest's right
side using your left hand, as this creates the image of "turning your back" to the
guest. The server in this instance is facing another guest or table or even aisle
space, but not facing the guest being served.

• If you face the customer, your serving hand will be extended along the side of
the customer, and not blocking his or her view. Your other hand will be at your
side or behind the customer's back. You will then be facing the customer, giving
the customer the option to make eye contact with you, and perhaps ask for an
 additional item or ask a general question (e.g., "Where's the bathrooms?"),
should he or she desire to do so. In other words, you will be positioned with
hands and arms almost encircling the customer, as if you were about to "hug"
the customer.
With this technique you do not reach in front of the guest. This allows them to
concentrate on what they are there for--food and conversation--certainly not
watching servers' arms crossing in front of them every few minutes. Their attention
can remain-as it should-on the conversation, the food and the other guests.
Walk Forward

This technique sounds simpler than it is--until it is mastered and becomes a habit.
Many servers serve one person, then step backward, backing into the service of the
next person. There are two problems with this approach: First, walking backward is
slower than walking forward, which slows service; second, walking backward is
more dangerous. Since you cannot see people or obstacles behind yourself, you can
easily back into someone or something, spilling food or beverages. After serving
someone, walk forward--in the direction you are facing. It is faster and it is safer.
Walk counterclockwise while serving the guest and clockwise while serving
beverages and clearing.

SERVICE: STEP BY STEP

The period of time from the moment the guest walks in the door until the moment
the first drink or plate of food is served is critical to the guest's enjoyment of the
dining experience, and the probability of the guest returning. Every server should
have a standard routine, including a generalized timetable for each step that is
followed for each table. Steps in the professional service of a table include the
following:

1. Greeting the guests

2. Seating the guests
3. Explaining the menu if asked (Check with Banquet Manager)
4. Pick up the food
5. Serve the food
6. Check the table
7. Clear the table

At any point in the Service Steps, make sure you use your Six Service Basics:

1. Look everyone in the eyes and smile

2. Speak first and last
3. Look sharp
4. Know your stuff
5. Discover and delight
6. Make it right

• GREETING THE GUEST

Wherever you encounter the guests, remember to smile. A genuine smile is the
best welcome. A smile states, "I'm glad you are here," without a word being
spoken. Even if you are tired, force a smile--after a while it will be second nature. If
the staff makes a guest feel welcome; if the staff is well groomed and efficient; if
the ballroom is clean; and the food is hot, delicious and attractively served, chances
are good that the guest will enjoy their meal.
Remember, if the food is terrible, even the best service cannot save it, but bad
service can ruin otherwise good food.

The steps involved in greeting the guest:

1. Smile.
2. Make the appropriate verbal greeting, “Good morning,” “Good afternoon,” “Good
evening.”
3. Use the guest's name whenever possible.

• Seating The Guests

Seat ladies before gentlemen; older ladies before young ladies - Attend to the
guests immediately after seating them. First smile, then a greeting - A genuine
smile is invaluable.

• Explaining The Menu (Please check with Banquet Manager)

After a table fills, introduce yourself and then go over the menu, not guest by
guest, but to the entire table. This will give the guest time to think of what type of
wine they would like. You can also find out about any allergies or special meal
requirements of guests before dinner even starts. For large functions, the kitchen
will automatically prepare vegetarian plates, so you can safely offer one without
checking with the captain. If they require a special meal, i.e. diabetic, kosher,
lactose intolerant, and it has not been pre-ordered, inform the guest that you will
check and ask either the captain or manager if it is possible. NEVER SAY NO TO
THE GUEST. One server will always remain inside the room during service.

SERVING THE FOOD

Bread Service

• Bread is served before the first course. One server is to offer bread from the left
of the guest, while the other follows behind, offering the butter. Talk to the
guest! Verbally offer the bread or the butter. If necessary, replenish the bread
and butter.

• When bread is preset or when placing bread on your table, the basket is placed
at the 5 o'clock position, and the butter is returned to the 10 o'clock position on
the table.

Clearing The First Course

At the captain's cue, you will clear the first course. As with all food courses, ou will
tables from the right, with the right hand. Stack plates as quietly as possible, and
just behind the guest, out of his or her vision. Scrape plates as quietly as possible,
but do scrape what has to be removed in order to stack multiple plates, so you can
clear an entire table at one time, if possible. Always keep food with food and silver
with silver. Always cover trays.

Salad Service

When salad is tossed, you will pick up bowls/plates in the back corridor with the
dressings in goosenecks (sometime salad is already dressed).

If tableside service is offered: One partner brings plates, while the other lines
up for the salads, only two bowls on each tray, one bowl per table or round of ten.
The person tossing the salad should be facing the guests, behind the salad. The
salad should be placed to the right of the plates for the person tossing. The salad is
then carefully tossed tableside and portioned onto plates. While one server of the
team is plating the salads, the other server serves the salads to the guests. As with
all courses, serve from the left, serving ladies first - At the captain's cue, clear the
salad, observing the proper clearing techniques.

Wine Service

• Present and offer the wine from the right-hand side of the guest. Pour from the
right, pouring only three quarters of a glass. When pouring, make sure the label
is facing the guest. At the end of the pour, twist the bottle slightly and use side
towel to prevent any wine from spilling on the table.

• Carrying more than two bottles of wine at a time requires a cocktail tray.
Usually, for appetizer and salad course, white wine will be offered; red would be
on request. If one wine glass is preset, then a choice will be offered at the
beginning. If two glasses are preset, a choice will be offered before serving the
entrée. Always ask the guest before refilling their glass.

Serving The Entrée

• A maximum of ten entrees per tray should be carried into the room when
serving rounds of ten; eight entrees per tray for rounds of eight. After the first
trip, one server stays in the room, while the other makes two more trips for
additional entrees to complete their station.

• Serve the entrees, observing the proper serving techniques of ladies first and
from the left with the left. Talk to the guests! Present the entrée and mention to
the guests that the plates are hot. Make sure that the main dinner course is
closest to the guest, i.e. steak or fish is at the 6 o'clock position of the plate.
Completely serve one table before serving the next table of your station, serving
special meals last, i.e. vegetarian meals, etc. If a guest cannot eat what is
offered, and no special meal was pre-ordered for them, tell your captain and she
 will handle the situation. If you do not have enough plates to finish a table, do
not serve the table. After serving the entrée, as with every course, now is the
time to replenish bread, butter, wine, and water. Keep up with used glasses and
bottles on the table.

Clearing The Entrée

• At the captain's cue, clear the entrée. Do not reach across the guest. If
something is to the guest's right side, it should be removed from the right side.

• All silverware and food should be scraped on the plate in your hand and empty
plates should be stacked on your arm. Your last two dinner plates on the table
should be used as your base for picking up your B&B plates and the rest of the
bread.

• Stack plates as quietly as possible, and just behind the guest, out of his or her
line of vision, as previously mentioned. Scrape plates as little as possible, but do
scrape what has to be removed in order to stack multiple plates so you can clear
an entire table at one time, if possible.

• When stacking dirty plates on a tray, all silver is to be separated from the plates
and all food should be scraped onto one plate. Other plates should be stacked
neatly by sizes. At this time, the bread, butter, salt, and pepper should be
removed from all the tables of your station, then putting down teaspoon and
dessert forks. Crumb tables as needed.

Coffee And Dessert Service

Cups and saucers should be on an oval tray and brought into the room after the
entrée is cleared. From a small round cocktail tray, cups and saucers are placed
down for those guests who want coffee.

• Place the adequate amount of cups and saucers necessary to complete one table
on the cocktail tray. Before placing the cup and saucer, talk to the guest! Ask
them if they would like coffee or hot tea with their dessert. Now place a cup
onto the saucer and serve it as one unit to the right of the guest being served
with the handle at about the 5 o'clock position for guests with regular coffee and
2 o'clock for decaffeinated coffee.

• Move clockwise around the table to the next guest needing a cup and a saucer.
Place other needed accessories on the table at this time. Ensure that the coffee
you are about to serve is hot and fresh.
• When bringing coffee into the room, never use an oval tray for the simple fact
that you can easily loose balance of the tray. When carrying two or more coffee
pots, always use a cocktail tray.

• Fill coffee cups only three-quarters full, unless the guest specifies. If it is
necessary, transport the cup and saucer as one unit to just pass the edge of the
table and fill it. Never lift just the cup from the table to refill it.

• When serving tea, use the individual teapots located in the back service hall.
Bring the teapot of hot water on a B&B plate with a doily under liner. Make sure
you have lemon and teabags on the side. Usually guests like to brew their own
tea to their own liking. Teapots are placed to the right and above the coffee cup.

• Each guest should be given the opportunity to have at least two cups of coffee
or tea. After offering coffee service to all your guests, line up to serve dessert.

• Again, serve from the left with the left hand. Also talk to the guests! Tell the
guests what you are serving them, i.e. "Here is your Charlotte Russe, which is a
mousse cake with lady finger crust." Occasionally, programs, awards or
entertainment are scheduled after coffee is poured. If anyone gets up to speak
on the microphone, or the show begins, absolute quiet must be observed. If it is
required for you to exit the banquet room, on the captain's cue, do so quietly.

Cleaning After The Function Is Over

• First, pick up all napkins. Place the napkins on a shelf under the tray stand/or on
tray stand.

• Never place a tray on the table; use the tray stand.

• Next, remove your glassware. Never pick glassware up by the mouth of the
glass. Handle stemware by the stem and handle tumbler-style glasses by the
bottom half.

• Remember, glassware is placed on the tray with glassware, and china stays with
china.

• After removing all the glassware, pick up the rest of the china and silver ware.

• Saucers and cups should be placed on separate trays to be brought back to the
"breakdown station."

• Partial wine bottles are returned to the wine stations, while empty wine bottles
are put into recycle bins.

• Glassware and china go on Queen Mary's. You must completely fill one Queen
before starting another.
• Tablecloths should not be removed from the tables until the captain gives the
signal to do so. After removing the tablecloths, remove the table pads and put
them in separate bins.

• Check under the tables for napkins, garbage, silverware, etc. If there are any
papers left on the table, i.e. programs, menus, confetti, do not throw them on
the floor or wrap them up in the tablecloth. Check with the captain to make sure
it is okay to throw them away.

• Make sure to put all dirty linen into appropriate linen bins, which are located
outside of the function room. Before leaving, sign out with your captain, check
you schedule.

Rules for Resolving Complaints

Learn the fundamental rule all staff should follow and the four steps to resolving
guest complaints.

The process of resolving guest complaints begins with an understanding of why

guests complain. The right attitude is fundamental to successfully resolving
complaints. With it, staff usually can resolve complaints quickly. But, if a staff
member ignores a guest’s dissatisfaction, retreats behind company policies, takes
the complaint personally, blames the guest or other staff members, argues with or
belittles the guest, makes the guest feel as if he or she was wrong to complain, or
discusses the complaint so other guests or servers can hear, the staff member only
further upsets the guest.

The fundamental rule staff members must remember is: “The guest is always
right.” While some operations have modified this rule to say “the guest may not
always be right, but the guest is always the guest,” the message is the same.
Approaches to dealing with guest complaints should include four steps:

1. Calmly and patiently listen and empathize.

• By calmly and patiently listening and empathizing, staff members can show
courtesy and respect to complaining guests and prevent situations from spiraling
out of control.

• Listening is the most important component of the communication process. When

a staff member listens with sensitivity, the guest’s feelings and concerns usually
surface in such a way that a solution can be identified. Servers should maintain
eye contact with the guest while listening and refrain from interrupting.

• Servers and other staff members should not make the mistake of becoming
defensive. They should remember that it is impossible to please everyone all of
the time and that different guest arrive with different ideals for their dining
experience. When listening to complaints, staff members should avoid taking
 them personally; rather, they should concentrate on trying to understand the
guest’s perspective and the reason for the complaint.

• The best way to view complaining guests is as consultants to the operation;

their complaints offer an opportunity for the operation to identify weaknesses
and areas for improvement.

• Having empathy is being aware of and sensitive to the emotions of others.

Empathetic responses include “I think I know how you feel,” “I understand what
is upsetting you and I’m glad you told me,” and “I can see why this is important
to you and I want to resolve it right now.”

• When coupled with a sincere apology, an empathetic response will go a long way
toward soothing a guest and beginning the process of resolving the complaint.

2. Apologize and Commit to Solving the Problem

• Apologizing is not the same as accepting blame or passing blame to others, but
when blame clearly belongs to the operation, the staff member should
acknowledge that. A staff member can be sorry an event occurred even if he or
she had nothing to do with it.

• An apology simply is an agreement that the guest’s complaint or feelings have

merit, and helps reduce the guest’s feelings of frustration and anger. But, a staff
member should never assume an apology by itself would satisfy a guest.

• After apologizing, the staff member should accept responsibility for the
problem’s resolution, regardless of who is at fault; the staff member must
become the guest’s advocate in fixing the problem.

• Accepting responsibility means giving complete and undivided attention to

resolving the complaint. This sense of urgency will communicate to the
complaining guest that the problem is being taken care of.

• Many operations empower servers to resolve complaints on the spot; other

operations still require managers to become involved. When guests become
extremely angry or violent, managers should always intervene directly, but
empowered service staff can solve most complaints.

3. Identify a Mutually Acceptable Solution

• Once the staff member has listened to the complaint and apologized for the
problem, the staff member and guest must identify a mutually acceptable
solution.
• Some managers train staff to simply ask the guest to suggest a way to resolve
the complaint. Other managers train staff to offer guests alternatives or options.
In any case, it is essential that the solution be mutually acceptable, one in which
everyone wins. When a complaint is handled to the satisfaction of all involved,
the complainer may be transformed into a loyal guest.

• This brings us to some logistics for resolving guest complaints. If food items or
beverages are unacceptable, the staff member should immediately remove them
and offer to bring a replacement.
• If the new item is one that requires preparation or cooking, the staff member
should immediately inform the person in charge of production of the need to
quickly to provide the item.

• If the staff member must continue serving other guests, he or she should tell
the banquet manager or captain about the situation so the manager/captain can
go the guest’s table, apologize again, and explain to the guest what is being
done to solve the problem.

• What about complaints that have nothing to do with the food or beverages
served? Some guests might complain that the room is too cold, for example. In
that case, a server might suggest a move to a table farther away from the air
conditioning ducts.

4. Check Back and Follow Up

• The final step in resolving a guest complaint is to check back to determine

whether the complaint has been resolved. Depending on the situation, another
apology might be in order, if for no other reason than to acknowledge the
operation’s failure to meet the guest’s expectations on the first try.

• Some operations also follow up a day or so later with a letter or telephone call.

• When it becomes clear the server cannot resolve a guest’s complaint, the
banquet manager / Manager On Duty should step in and try to handle the
situation. This is particularly true when a guest’s behavior disturbs other guests
or staff members. Managers should isolate difficult guests by moving them away
from other guests and staff members.

FAREWELLS

Just as it is important to greet the guest properly, it is also important to bid farewell
properly. This is the last impression the guests take home with them, and it will
influence their opinion on the service of the Banquet Department.

SMOKING

• Smoking is strictly forbidden, except for designated areas located outside of the
hotel.
• Banquet team members who smoke while on break must wash their hands
before returning to their station and are encouraged to use breath mints or
breath spray.

• Banquet team members are not permitted to smoke in public areas within view
of the guests.

• Gum chewing is not permitted while on duty.

THE "DON'TS" OF BANQUET SERVICE

• Don't throw trash on the floor after a function has ended. Always check under
your tables for silverware, napkins, etc.

• Don't place a napkin under your arm.

• Don't wipe your face or your mouth with your side towel.

• Don't use the guest entrance to banquet room; always use the staff entrance.

• Don't stand in a large group congregating during a function.

• Don't eat or drink during a function except in designated break area.

• Don't stand around with your hands in your pockets or your arms crossed.

• Don't come to work without your complete uniform. Don't smoke except in the
areas designated to do so.

• Don't pick up glasses by the tops.

• Don't drink on the job (Subject to immediate dismissal).

• Don't horseplay on the job.

• Don't put napkins, salt and peppershakers, butter, breadbaskets, table numbers,
number stands, matches, or sugar holders on Queen Mary's with the dirty
dishes. All these items must be put in their proper place when they are brought
out of the room.

• Don't use emergency exits unless it is an emergency.