FB Service ToT Guide

TOT - Food and Beverage Service
Table of contents
Sr No Module Pg. No. NOS Applicable

1 Plan for serving food and beverages 1 THC/N0301
2 Greet Customers, take orders and serve 9 THC/N0302
3 Clean Tables and counters 14 THC/N0303
4 Deal with customer payment 16 THC/N0304
5 Resolve customer service issues 18 THC/N0305
6 Communicate with customers and colleagues 20 THC/N9901
7 Maintain customer centric service orientation 25 THC/N9902
8 Maintain standard of etiquette and hospitable 26 THC/N9903

conduct
9 Follow gender and age sensitive service practices 35 THC/N9904
10 Maintain IPR of organization and customers 38 THC/N9905

11 Maintain health and hygiene 39 THC/N9906
12 Maintain safety at workplace 41 THC/N9907
© Tata Community Initiatives Trust, all rights reserved. Page 0

Module 1: Plan for serving food and beverages
Identifying the service area and resources required

 Check assigned service area as per duty roster
 Check the pre-bookings for the areas assigned
 Inspect the food service area for the cleaning and laying the table, e.g., customer dining areas,
sideboards/side tables/trolleys /counters, service preparation areas
 Assess requirement of resources viz. tableware, cutlery, linen
 Identify workplace procedures for serving food and beverage
Preparing the service area

 Check that service areas are hygienic, clean, free from damage and ready for use in line with
service style
 Prepare and adjust dining area for comfort and ambience, e.g., light, music, temperature, odour-
less, pest-free, clean linen and furniture arrangement
 Check that service equipment is clean, functional, free from damage, located where it should be
and switched on ready for use
 Set up furniture in accordance with standard operating procedures, bookings, customer requests
and customer/staff convenience and safety
 Check that sufficient stock of service items are clean, free from damage and stored ready for
service
 Check availability of condiments and accompaniments ready for service and store them safely
 Check dining furniture, table linen and table items are clean and undamaged
 Arrange restaurant furniture according to the food service operation
 Check the menus and promotional items and ensure that they contain accurate information and
are ready for customer use
 Comply with industry requirements in relation to standard of dress and personal hygiene
 Lay out tables/counters according to the outlet’s procedures
 Dispose of broken and cracked items and other waste in accordance with standard operating
procedures and environmental considerations
 Prepare a suitable range of decorations, coasters and edible and non-edible garnishes and stock,
in accordance with standard operating procedures
 Carry out all work in accordance with occupational health and safety
 Check dining/restaurant/public amenity areas customer facilities for cleanliness prior to service,
in accordance with standard operating procedures
 Prepare and adjust the dining environment to ensure comfort and ambience for customers
 Verify menu variations and daily specials with kitchen staff (liaising with duty chef)
Rechecking preparation for service area

 Complete preparation for serving food and beverage following workplace procedures
 Complete checklists for preparation for performing duties

Types of Service:
Restaurants not only should attract potential guests but also should strive hard to entice them to become
frequent and regular guests. This can be done in a number of ways, such as through the type of menu, the
glamorous and attractive name of the place or atmosphere within the food service area.
The guest’s first impressions of a restaurant are the most important and these are largely determined by
the professionalism of the service staff and their preparations prior to service. These preservice
preparations are known as mise-en-place and are vital in that they create the right and pleasing
environment by the setting and controlling of temperature, lighting and equipment.
Preparing for service:

The serving food and beverage to the anxiously waiting guest needs professional expertise. The service
should follow a sequence and have a plan of action based on the practices of the professional catering
industry. The service staff should be expert performers of certain tasks before, during and after service.
Diligent and courteous service would certainly transform a satisfied guest to regular guest.
A) Preparation Before Service:

The service staff should check the following before service:
 The tables and linen are clean.
 Tablecloths are evenly spread on the table.
 Chairs are dusted and properly arranged.
 The table set up is appropriate and pleasing.
 The silver is polished and the china and crockery are spotlessly clean and befitting the
occasion.
 Cruet sets, sugar bowls and flower vases are filled and placed on the table suitably.
 The floor/carpet is clean and dry.
 The restaurant and back area are in a state of readiness before the service session
commences.
 The side station is fully equipped for service and the following should be checked:
• Condiments tray is cleaned and refilled.
• Napkins are folded and kept handy for the particular session.
• Salvers, extra linen, cutlery and service equipment necessary for the session are
stacked up.
• Water jugs and ice buckets are filled and kept ready.
• Coffee pots ready with freshly brewed coffee/tea.
• Sugar cubes, butter and butter plates ready.
B) Preparation During Service

 When the guests arrive greet them warmly, by wishing them the time of the day.
 Escort the guests to the table and seat them promptly by pulling the chairs out to ease
seating. If need be, the table should be moved so that very little inconvenience is caused
to guests when they seat themselves.
 Ensure that children have high chairs and special attention is paid to the elderly.
 Remove extra covers, if any.
 Serve water and present the menu card, if the captain is busy.

 If the order has to be taken, offer suggestions to the guests on the choice of food and
beverages and repeat the final order to avoid possible errors.
 Do not leave the station unattended, as nothing annoys a guest more than not being able
to find a waiter, when something is needed.
 If the table cloth has to be changed during service, the table top should not be exposed.
Any articles on the table should be cleared to the side station and not placed on chairs or
on the next table. The soiled cloth should be brushed using a service cloth and a crumbing
tray or plate.
 Do not neglect little things such as lighting a guest's cigarette, responding to a request and
showing interest in the guest's needs.
 Ensure that service is fast, efficient and pleasant.
 Before serving dessert, clear and crumb the table.
c) Preparation After Service

 Pull out the chairs or the table to enable guests to move out comfortably.
 Wish them warmly and request them to visit again, saying - Do visit again, sir / madam.
 Clear the table immediately and reset for the next guest.
 Have the side station cleared and restacked for the next sitting.
d) Mise-en-scene: Mise-en-scene, the French term means to prepare the environment of the outlet
before service in order to make it pleasant, comfortable, safe and hygienic. Before each service session,
the restaurant should be made presentable enough to receive the guests. The supervisor or team of
waiters should ensure the following mise-en-scene:
 Carpets are well brushed or hovered.
 All tables and chairs are serviceable.
 Table lights or wall lights have functioning bulbs.
 Menu cards are presentable and attractive.
 Tent carts or other sales material are presentable.
 Doors and windows are thrown open for some time to air the restaurant. This should be
followed by closing the windows and doors and setting the air-conditioning or heating to
a comfortable temperature.
 Exchange dirty linen for fresh linen.
 Table cloths and mats are laid on the tables.
 Replace wilted flowers with fresh flowers.
e) Mise-en-place: Mise-en-place, the French term means to “putting in place” is attributed to the
preparation of a work place for ultimate smooth service. It is widely used in the food and beverage service
department in everyday hotel operations. Before service commences, the staff should ensure that the
station is in total readiness to receive guests. A station comprises of a given number of tables which are
attended by a given team of waiters. Thus a restaurant may have several stations, each with a team of
waiters. In a large restaurant, each station may be headed by a Chef-de-rang.
Mise-en-place involves:
 Side stations should be stacked with sufficient covers for resetting the restaurant after
the first sitting is over. Extra linen, crockery, cutlery, glassware and ashtrays should be
kept handy so that they are readily available for use.
 Cruet sets should be cleaned and filled on a daily basis.

 Sauce bottles should be filled and the necks and tops of the bottles wiped clean.
 Butter, condiments and accompaniments for service should be kept ready for use when
needed.
f) Table Setting: Table setting refers to the way to set a table with tableware - such as eating utensils and
dishware - for serving and eating. The arrangement for a single diner is called a place setting. The
arrangement varies across various cultures. The rules for laying a table are not rigid. They are followed
to facilitate dining and making the table neat. The basic rules for laying the tables are given below:
 Table Linens: Table linen has to be laid properly. A white cloth is preferred but not
mandatory. The only rule is to make sure that linen patterns and china patterns don't
clash.
 Chargers: Chargers or dinner plates should be placed on the table first. Chargers are
decorative elements that are placed underneath plates to add colour or texture to the
table. Each plate should be set in the centre of the place setting and each place setting on
the table should be set equidistant. The rest of the components used to set a formal table
will be set with the dinner plate in mind. If a charger is used, soup and melon bowls will
be placed on top. The charger will generally be removed just before the main course.
 Napkins: Linen napkins should be folded elegantly and placed in the centre of the dinner
plate.
 Silverware: Silverware is to be placed in order of use. In other words, the diner will start
at the end and work his way in. The first course will use silverware farthest from the
dinner plate, while the last course will utilize the silverware closest. Place all silverware
an inch from the table's edge.
 Knives: Set knives on the table to the right of the dinner plate. Technically, one should
only use a knife if one is cutting meat; however, up to three knives can be placed on the
table, in order of use. Blades should face inside, towards the table setting.
 Forks: Forks are to be set to the left of the dinner plate in order of use. In most cases,
there are three: one each for seafood, the main course and the salad. When dining
formally, salads are generally served at the end of the meal.
 Spoons: Spoons are set to the right of the knives in order of use. If there is a melon course,
this spoon will be set closest to the plate with the soup spoon on the end. If there is a
dessert spoon, this will be set above the plate. Coffee spoons are set on the saucer when
it's time for dessert.
 Glasses: Glasses are set above the plate to the right in order of use. From left to right:
Water glass, red wine glass, white wine glass, champagne flute (if ordered).
 Dessert: Dessert plates and coffee / tea cups will be set out after dinner. If a fork is to be
used with dessert, this will be placed on the dessert plate. A dessert spoon should have
already been set above the dinner plate. Coffee spoons should be placed on the saucer.
Coffee / tea mugs aren't used for a formal dinner.
g) Points to Remember While Laying a Table:
 The table on which a tablecloth is to be spread, should be first covered with a baize base
cloth, for the following reasons:
• To protect the diner's wrists and elbows from the table's sharp edges.
• To keep the tablecloth firmly in place.
• To protect the surface of the table and prevent the rattling of crockery and
cutlery.

• To absorb moisture in case liquid spills on the table.
 Based on the size of the table, appropriate linen should be used. The central fold of the
tablecloth should be in the middle of the table and all the four edges should just brush
the seats of the chairs. Soiled or torn linen should not be used. Three types of tablecloths
namely cotton, linen and damask are used. Of these, damask is the best.
 If a bud vase is used as a central decorative piece, it should not be very large or tall as that
obstructs the view of guests sitting opposite each other. Heavily scented flowers should
be avoided, as they affect the flavour of the food.
 Each cover should be well-balanced. (A cover is the space required on a table for laying
cutlery, crockery, glassware and linen for one person to partake of a meal).
 Only the required cutlery, crockery and glassware should be placed on the table. On a
normal dining table, the space required for one cover is 60 cm x 38 cm. The cover on the
opposite side should be exactly similar, so as to give a well-balanced look
 Cutlery should always be laid from the inside to the outside of the cover, since the order
of sequence in which they are to be used is always from outside to inside.
 Knives and soup spoons should be placed on the right-hand side of a cover, while forks
should be placed on the left-hand side. Dessert spoons and forks should be placed on top
of the cover. The side knife should be placed on a quarter plate and kept on the left side
of the cover. The cutting edge of all knives should face to the left.
 Water tumbler should be kept to the right of the cover, at the tip of the large knife.
 Napkins should be placed in the centre of the cover, in between the cutlery. Normally
during a dinner session, napkins are arranged in empty water tumblers.
 Cruet sets, a butter dish, an ashtray, meal accompaniments and a bud vase should be
placed in between the covers at the centre of the table.
 Crockery and cutlery should be spotlessly clean and the glassware well-polished.
 Chipped or cracked equipment should not be used. The hotel's monogram should be
visible to the guest.
 All cutlery and crockery should be placed about an inch from the edge of the table so that
they are not accidentally tipped over.
Menu:
A menu is the list of dishes to be served or available for a diner to select from. The items that are available
for the diner to choose from are broken down into various categories, depending on the time of day or
the event.

The compilation of a menu is the most important part of a caterer's work. It is regarded as an art, acquired
only through experience and study. The menu is a link between the guest and the establishment, hence
it should be carefully planned by the establishment's professionals, namely the executive chef, the food
and beverage manager and the food and beverage controller.
The word menu dates back to 1718, but the custom of making such a list is much older. In earlier times,
the escriteau (bill of fare) or menu of ceremonial meals was displayed on the wall loadable with the
kitchen staff to follow the order in which the dishes were to be served. It is said that in olden times, menus
were like a large dictionary with sections covering a variety of dishes. As time progressed the lengthy
single copy menu became smaller but increased in number allowing a number of copies placed in table
increased. Depending on the establishment and the occasion, the menu may be plain or artistic in its
presentation.
Types of menu: In a restaurant, there are two different types of menus which are differentiated by the
manner in which they are served and priced.
A’ la Carté: This is a French word and means “According to the Card or Customer’s Order”
It’s a list of all the dishes available in a particular restaurant. In this menu, the guests may select separately
to compile his or her menu and is required to pay only for the food or beverage items ordered.
Special characteristic features are: -

 Extensive choice in food and beverages within each course and in categories.
 Each dish is priced separately
 Dishes are cooked as per the order.
 Each dish ordered has a waiting time.
 Customers are billed as per their order.
 Every dish has a short description underneath to explain the dish.
 Dishes are semi-prepared beforehand and finished off at the time of their order.
This type of menu is available in all types of food and beverage outlets except for banquets, flight catering,
institutional catering and welfare catering.
Advantages: -
 Customers have extensive choose to choose from.
 Customers have to pay only for the dishes ordered.
 Need of children, old aged and others can be catered to.
 Freshly cooked food is offered.
Disadvantages: -
 Needs more kitchen space, kitchen and service equipment.
 More Mise – en – place is required to be done.
 Requires more kitchen staff.
 Work load of the kitchen and service staff is not evenly distributed.
 More food wastage is there.
 Food Cost cannot be controlled, as the customer’s preferences cannot be predicted.

Table d’ Hôte: This is a French word and means “Table of the Host”
In this, the meal is provided at a fixed price and the customer has to pay for the complete meal no matter
him/her consuming the whole meal or not. A limited choice may be given to the customer for each course
or between courses.
Special characteristic features are: -
 Set number of courses.
 Limited choice within each course or amongst courses.
 Set price for all courses.
 Food prepared beforehand and available at a set time.
This type of menu is available in: -

 Banquets
 Restaurants where buffet lunch and dinner is available.
 Guest houses
 Flight catering
 Institutional catering such as mess
 Welfare catering.
 “Combo Meals” in fast food outlets.
 “Thali Meals’” in Indian restaurants.
Advantages: -
 Less kitchen space is required
 Limited kitchen and service equipment are required.
 Less Mise – en – place is required to be done.
 Less labour is required, as the numbers of dishes are limited.
 Less food storage space required.
 Food wastage is minimal.
 Food Cost easier to control.
Disadvantages: -
 Choice for the customer is limited.
 Fixed amount has to be paid irrespective of the dishes consumed.
 Need of children, old aged and others cannot be catered to.
Carte du Jour: It’s called as “Card of the day”. It is a special menu for a particular day.
Plat du Jour: It’s called as “Plate of the day”. It is a special dish of a particular day.
Cyclic Menu: It’s a menu which changes every day for a certain set of days before the cycle ends. In this
the menu changes every day for a particular week or on a fortnight basis. After the completion of the
cycle, a new set of menu is prepared and followed, keeping in mind the seasonal availability of dishes.
Advantages: -
 Effective cost control
 Stocking of unnecessary goods is avoided.
 Less storage space for perishables is required.

 Less food wastage.

 Well planned labour requirement
 Fewer cooking equipment required.
Disadvantages: -
 Choice for the customer is not there.
 Frequency of repetition of dishes is higher.
 Extensive knowledge is required for the preparation and service of number of dishes.
Room Service Doorknob Menu card:

A type of menu card which is hung behind the doorknob of a particular room comprising of all the available
dishes and beverages for breakfast and for the major meals plus snacks with the rates indicated adjacent
to the dishes. The guest may order his/ her choice over the telephone to the room service personnel and
get the items ordered served in the room.
Additional Notes:

Module 2: Greet customer, take orders and serve
Greeting customers
 Greet customers, identify their requirements and check any booking records as appropriate to
the service operation
 Check details of reservations where appropriate
 Escort and seat customers according to table allocation and special requirements
 Offer chair assistance in seating the guest
 Offer available pre-meal services to customers and address guest by surname to extent possible
 Present menus and drinks lists to customers, in accordance with standard operating procedures
provide information to customers, giving clear explanations and description of information such
as menu choices and options, information about food and beverages, specials for the day,
information about the location or area location of customer facilities
Taking and processing orders

 Make sure customers have access to the correct menu
 Give accurate information on individual dishes according to customers' requirements
 Take the opportunity to maximize the order using appropriate sales techniques
 Check products and brand preferences with the customer in a courteous manner
 Advise customers on a selection of drinks and make recommendations where required to assist
customers to make a choice where appropriate
 Identify any specific customer preference
 Record and relay information about any special requests or dietary or cultural requirements
promptly and accurately to duty chef
 Answer customer questions on menu items correctly and courteously
 Record orders legibly, using the format required by the enterprise, verify order with customer and
convey them promptly to the kitchen and bar as per standard procedure
 Identify, record and deal with their order promptly, repeat order to reconfirm and inform about
approximate waiting time
 Seek information from the kitchen or other appropriate person, where answers are unknown
Serving food and beverage

 Provide and adjust glassware, service ware and cutlery, suitable for menu choices, and
condiments in accordance with standard operating procedures
 Carry out all work in accordance with occupational health and safety
 Check quality and presentation of food and beverage in accordance with standard operating
procedures
 Check service ware for chips, marks, spills and drips
 Collect food and beverage selections promptly from service areas, convey them to customers
safely
 Monitor flow of service for meal and beverage delivery
 Recognize and follow up promptly, any delays or deficiencies in service
 Promptly advise and reassure customers about any delays and problems

 Serve food and beverage courteously and to the correct person, in accordance with standard
operating procedures and hygiene requirements for, say, table d'hôte, a la carte, counter service,
pre-set meal, buffet, function, tea and coffee service, and in patient service
 Check customer satisfaction at the appropriate time
 Offer additional food and beverage at the times as per standard procedure and order and serve
them accordingly
 Clear tables of crockery, cutlery and glassware between the courses at the appropriate time and
with minimal disruption to customers
 Remove and replace used table items as required and maintain the correct stocks
 Remove leftover food items, condiments and accompaniments from the table when required and
deal with them correctly
 Clear finished courses from the table at the appropriate time according to the service operation
 Clear finished courses and used crockery and cutlery systematically with assistance from other
service staff
 Check crockery, cutlery and other table items and replace or remove them as appropriate
 Serve different courses with clean and undamaged service equipment of the appropriate type
 Serve food of the type quality and quantity required using the appropriate service method
 Keep the service area tidy and clean
Service Styles:
English Service: Often referred to as the "Host Service" because the host plays an active role in the service.
Food is brought on platters by the waiter and is shown to the host for approval. The waiter then places
the platters on the tables. The host either portions the food into the guest plates directly or portions the
food and allows the waiter to serve. For replenishment of food the waiter may then take the dishes around
for guests to help themselves or be served by the waiter.
French Services: It is a very personalized service. Food is brought from the kitchen in dishes and salvers,
which are placed directly on the table. The plates are kept near the dish and the guests help themselves.
Silver Service: The table is set for hors d'oeuvres, soup, main courses and sweet dish in sterling silverware.
The food is portioned into silver platters at the kitchen itself which are placed at the sideboard with
burners or hot plates to keep the food warm in the restaurant. Plates are placed before the guest. The
waiter then picks the platter from the hot plate and presents the dish to the host for approval. He serves
each guest using a service spoon and fork. All food is presented in silver dishes with elaborate dressing.
American Service: The American service is a pre-plated service which means that the food is served into
the guest's plate in the kitchen itself and brought to the guest. The portion is predetermined by the kitchen
and the accompaniments served with the dish balance the entire presentation in terms of nutrition and
colour. This type of service is commonly used in a coffee shop where service is required to be fast.
Butler Service: A highly personalized service. Each course is brought pre-plated covered with a dome
shape cloche on a silver tray. Since, the food is covered, it is arranged according to cover numbers on the
tray. At the table the steward places the covered plates in front of all the guests, and a team of stewards
simultaneously remove the cloche’s. This method of service is often combined with gueridon to enhance
the quality of meal experience.

Buffet: Buffets are organized often during functions and conferences and also in busy restaurants and
coffee shops. A variety of dishes are arranged in food warmers (Chaffing Dishes) on a buffet counter. The
advantage is that the guests have an individual choice of dishes and portion sizes. Buffet saves time and
less staff are required for this style of service.
Greeting and seating the guest

 Greet the guest with a smile and wish them according to the time of the day.
 Find out if they have reservation. Check in the reservation diary and guide them to their table.
 If they have not reserved a table, find out if any table is available and take them to that table.
 If no table is available, take them to the waiting area and tell them the expected waiting time
before they can get a table.
 If there are any small children in the group, offer them high chairs.
Serving water
 Take the water jug on an underplate to the guests’ table
 Turn the glass right side up, if it placed upside down
 Pick up the jug and pour water till an inch below the rim of the glass
 Wait for the last drop to fall into the glass and place the jug back on the underplate and move
clock wise to the next guest and repeat the procedure
 Serve the host last
 The underplate must be held behind the back of the guest while serving water
 If the jug has any condensed water on the outer surface wipe it before taking it to the table
Presenting the menu

 After the guest is seated and feels comfortable, present the menu to the guest and his/her
guests. Give adequate time to the guest to make their choice
 Menu is presented in a la carte service only
 Carry the menu to the table
 Open the menu with the right-hand
 Present the menu from the right
 Make sure all the guests are given a copy of the menu and inform special dishes of the day
 Do not hurry, give them adequate time to go through the menu card
Taking Orders
 Take the order from the guest from his/her right side. If required offer suggestion, advise on
menu and explain the dishes
 Take order correctly and quickly from the right-hand side of the guest
 Ask politely ‘May I take you order sir/madam’ or ‘Would you like to order now’
 Before taking order ensure that you are fully ready. You must have your notepad and pen or
pencil ready to take notes
 Always focus and listen very carefully what the guest orders. It will make the guest feel insulted
if he has to repeat his order again and again or if your attitude shows you ae not concentrating
fully toward him
 It is a must for a Stewards to have full command on the menu items. Guest may ask different
type of questions so you have to be prepared for them.
 You should know what are the ingredients of the food that you are offering, what is the special
food of the day, which food is not suitable for vegetarians etc.

 It is very important to keep sequence while you present food. In your notepad you have to write
both the sequence of the food and who has ordered that dish. Generally, it is done in clockwise
direction. Start from the host and move towards his right. Every guest is given an identification
number
 Another way is giving number to the person closest to the service door. Restaurants usually
follow a coding system so as to easily understand who ordered which food.
 As a Steward, you should never ask who ordered XYZ dish and it does not looks professional if
you place wrong dish in front of wrong guest
 After taking the order, repeat it and obtain confirmation from the guest
 First, take orders till the main course and take orders for sweet, cheese, savoury and dessert
after the main course
 Taker order from the ladies first standing on their right and then from the men.
 Do not take order standing far from the guests
 If it is not possible to go on the right hand side of the guest then go to the left hand side and
collect the order
 While taking order, do not shout or make guests shout
 After the complete order has been confirmed, write on a kitchen order ticket (KOT) book with
pen.
Service Sequence
 Correct the covers before serving the dishes to the guest
-Remove unnecessary piece of cutlery from the table and place the required ones as per the
guests’ order
-It is done after placing the order in the kitchen
-They are corrected up to the main course
-Start with the guest seated to the right of the host, move anti clockwise correcting covers
-While picking up cutlery, hold the narrow end between the handle and top with index finger
and thumb to prevent any fingerprint
 Lay plates and serve the first course
 Lay the covers and appropriate accompaniments on the table as per the course.
 Following procedure has to be followed while serving soup
-Soup is plated and served from the right hand side
-Take soup bowls and under plate on a tray
-Stand to the right of the guest, keeping tray behind the guest
-Place the bowl on the under plate, take the soup and place it from the right hand side and
announce the name of the soup
-Move clockwise to the next guest and repeat and serve the host last
 While serving fish following procedure should be followed

-Serve fish on the half plate. It can be plated or silver served
-make sure the cover has required cutlery
-If it is plated then collect the fish on the half plate (hot or cold) from kitchen and place it from
the right-hand side
-If it has to be silver served then carry a pile of the half plates on the flat of the left palm over a
serviette to the table
-Place plates from the right hand side
-Move clockwise to the next guest and repeat till you reach host

-Collect the fish dish from the kitchen and take it to the table
-Take the fish dish closer to the guest’s plate from the left-hand side. Using service spoon and
fork, serve dish on the plate and move counter clockwise to the next guest
-Remove plates if all guests have finished the fish course using the two plate method
 For the service of main course large plate and large knife and fork are used
-Main course is always served with potatoes and any other vegetable
-Make sure the cover has required cutlery
-Check for adequate supply of bread and butter
-If the main course is plated then collect the main dish on a full plate (hot) from kitchen and
place it from the right hand side
-Place plate in such a way that the meat is closer to the guest, at 6 o’clock position on the plate
-Move clockwise to the next guest and serve the host last
-If it has to be silver served then carry pile of full plates on the flat of left palm over a serviette
to the table
-Place plate from right hand side
-Move clockwise to the next guest till you serve the host
-Collect main dish and accompanying vegetables and potatoes from kitchen and place them on
the sideboard
-Take the meat dish to the table and using service spoon and fork, serve meat on the plate from
the left hand side and move counter clockwise to the next guest
-Take back the meat to the sideboard and place on the hot plate
-Take potatoes and accompanying vegetables from the side board
-Serve potatoes first on the full plate at 12 o’clock position with service spoon and fork from the
left hand side
-Serve the vegetable dish with new service spoon and fork at 10 o’clock position on the plate
-Move counter clockwise to the next guest and serve as mentioned.
 Then, present dessert menu to the guest and take order
 Lay the cover for the sweets and place the accompaniments
-If the cutlery for dessert (dessert spoon or fork) is already placed on the top of the cover, then
while standing between two guest move down the spoon for the guest seated on your left and
move down the fork to the left of the guest seated on your right
-If the sweet is set in a coupe or a glass bowl on un under plate with a teaspoon, take away the
dessert cutlery
-If the cover is not set up, place required cutlery standing between two guests and working on
the right and left of the guest without crossing them
 Serve the sweet course
-At the time of serving sweet the table has only bud vase and water glasses other than the
cutlery for sweet
-After ensuring this collect the plated sweet and place from the right hand side
-Move clockwise and serve the next guest
 The following procedure is followed for the service of dessert
-Lay the cover for dessert by interlocking fruit knife and fork on half plate
-Place the accompaniments on the table
-Present basket containing fruits such as apples, pears, bananas, oranges, grapes and assorted
nuts. Place extra service equipment according to the guest’s choice of fruits
-Keep finger bowl to the right-hand side of the cover for the guests to rinse their finger during
eating

Module 3: Clean Tables and Counters
Clearing tables and counters after dining

 Clear tables of crockery, cutlery and glassware at the appropriate time after the meals, as per the
course and with minimal disruption to customers
 Remove tableware, cutlery, condiments and other used items from the table as per the procedure
after customer has finished dining for crockery, cutlery/silverware, glassware, menus/menu
folders, table decorations, condiments and accompaniments, napkins and table coverings
Presenting guest account/check for the services used

 Provide after-meals services such as mouth fresheners and/or finger-bowls as per organization
standards
 Present the customer accounts/check for services used, as per organization procedure to the
guest
Cleaning table and side boards of used tableware and waste food/beverages
 Arrange table items used in food service area for cleaning or store them as required
 Prepare service and table linen for dispatch to laundry or clean down and remove disposable
items
 Dispatch used crockery, cutlery and service dishes to dish cleaning area
 Store food items and accompaniments for future use in line with food hygiene regulations
 Leave dining and food service areas tidy and ready for cleaning
 Dispose of rubbish and waste food following recommended procedures
 Ensure that service equipment is clean, correctly stored and turned off where appropriate
 Ensure that dining furniture is clean and ready for future use
 Store and/or prepare equipment for the next service, in accordance with standard operating
procedures
 Carry out all work in accordance with occupational Health and Safety
Clearing soup bowls:
 Clear the soup bowls soon after everyone completes the soup, using a tray
 Clearance is done from the right hand side moving clockwise
 Take the tray lined with cloth and start clearing from the person seated left of the host
 Remove bowl from under plate and place it on tray and keep the spoon in the bowl
 Move clockwise to the next guest. Pick up bowl with the under pate. Remove the bowl and place
it next to the first bowl. Keep spoon in the bowl which already has the soiled spoon
 Repeat till you finish with everyone
 Pile the under plates and bowls one after the other and spoons in a bowl
Clearing plates:
 Once all the guests have finished then clear the plates
 Do not use tray or salver for cleaning the plates. Use two plate method while cleaning.

 Start from the right hand side of the person seated left to the host
 Pick up the plate with the right hand making sure that you do not accidentally drop the soiled
cutlery
 Place the plate between the last finger and thumb supporting the base of plate with three
fingers (index, middle and ring)
 Place table fork horizontally on full plate, with handle towards the right hand side. Push waste
with the large knife and place the knife vertically under the arc of the fork
 Move clockwise to the next guest
 Remove the plate of the next guest and place it on the cushion of the palm. Support the rim of
the plate by thumb and little finger and base by cushion of the palm
 Move clockwise to the next guest and repeat till you finish with the host
 After removing the full plates, make second round clearing the side plates. Place side plates on
the full plates
 Push waste on to the large plate and place side knife along with large knife under the ark of the
large fork
 Move clockwise to the next guest and repeat till you finish clearing all the side plates
 This is the only time when you move clockwise when the work is carried out from the left hand
side
 Remove all accompaniments placed for the main course and bread and butter
 Take away the unused cutlery placed for the main course
 If there are more than four guests then clearing side pates along with the full plates may
become difficult, then in that case side plates may be cleared separately following the same
procedure
Crumbing:
 It is done to remove crumbs or any other food particles that may have fallen on the table during
the course of dining
 A dinner plate and a napkin folded into a pad is required for doing the crumbing
 Ensure all unnecessary items have been cleared
 Hold base of plate on the flat of the left hand
 Brush down crumbs on the dinner plate from guest’s left where side plate had been used
 The dinner plate should be held under the edge of the table
 Do not cross guest to crumb the right while standing on the left
 While standing between two guests, clear on both the sides. Then move to the next guest and
repeat
 Make sure that while crumbing you do not push anything on the guest

Module 4: Deal with Customer Payment
Receiving payment after service

 Make sure that payment point is working and that all needed material such as stationery, till/
credit/ debit rolls are available or processing either of cash, traveller’s cheques, drafts
 Maintain the payment point and restock it when necessary
 Enter / scan information into the payment point correctly
 Organize and present accounts to customers on request
 Tell the customer how much they have to pay, if asked and modes of payments accepted
 Acknowledge the customer’s payment and validate it where necessary
 Follow correct procedure for chip and pin transactions
 Put the payment in the right place according to the organization’s procedures
 Give correct change for cash transactions
 Carry out transactions without delay and give relevant confirmation to the customer
 Make the payment point contents available for authorized collection
 Process accounts in accordance with standard operating procedures
 Farewell guests courteously from the restaurant/dining area in accordance with standard
operating procedures
Different methods of payment are

o Bill as a check: In duplicate checking system, the duplicate copy of food order is made as a bill by entering
value of food ordered and is presented to the guest.
o Separate Bill: This bill is made referring to the second copy of KOT at the end of service by the billing staff.
The bill must have the reference KOT number and are made in triplicate. The top copy of the bill is
presented to the guest, the second copy is retained by the cashier and the third copy goes to the control
staff for verification at the end of operations.
o Bill with the Order: This is the food order and customer’s bill combined on one sheet and would be
presented to the guests.
o Prepaid: This occurs when the money is received for a specific occasion or an event and allows the
organizer to determine the exact number of guests prior to the day of function.
o Voucher: In some cases a guest has been issued credit by a third party, her/his employer or any firm, in
the form of voucher. This voucher can be exchanged for food and non-alcoholic drinks to the maximum
value indicated in the voucher.
o No Charge: In this method, the guest is requested to sign the bill for services received and the bill is sent
to the firm or company sponsoring the hospitality.
o Deferred Account: This method of billing is used often in function or event catering and the bill is sent to
the firm or company after the event.
Presenting the bill and accepting the payment from the guest.
 Check the bill to see if it belongs to the right guest and whether all dishes are charged.
 If it is prepared manually, check the accuracy of addition before presenting it to the guest.
 Present the bill neatly in a bill folder to the host or to the elder person of the group.
 Guests settle the bill either by cash, card or by signing it to their room.
 If cash is paid, settle the bill at the counter and return the change and the receipt to the host
 If settled by card, verify card’s expiry date and collect and verify the signature of the guest on
charge slip and against the signature on the card

 If signed by residential guests, ensure that the bill should have room number clearly written and
submitted to front office immediately for charging the amount to the guest’s account
 Do not expect or ask for tips
 Acknowledge tips with thanks
 Help the guest when they prepare to leave
 Help guests, especially elderly people and ladies, when they are prepared to leave by pulling out
the chair and politely say, thank you for vising us sir. I am sure you had a good meal experience.
Hope to see you soon. Good night
 Be sure to handover their personal belongings such as coats, umbrellas if you have taken them
on their arrival
 Station head waiter accompanies the guest till the exit
 Clear the table and set the cover for the next guest or meal
Additional Notes:

Module 5: Resolve Customer Service Issues

Spotting customer service issues
 Spot customer service issues
 Listen carefully to the customers about any problem they have raised
 Ask customers about the problem to check your understanding
 Recognize repeated problems and alert the appropriate authority
 Share customer feedback with others to identify potential problems before they happen
 Identify problems with systems and procedures before they begin to affect your customers
Resolving customer problems

 Identify the options for resolving a customer service issue
 Work with others to identify and confirm the options to resolve a customer service issue
 Work out the advantages and disadvantages of each option for the customer and the organization
 Pick the best option for the customer and the organization
 Identify for the customer other ways that the issue may be resolved if one is unable to help
 Take action to resolve customer service issue
 Discuss and agree the options for solving the problem with the customer
 Take action to implement the option agreed with the customer
 Work with others and the customer to make sure that any promises related to solving the problem
are kept
 Keep the customer fully informed about what is happening to resolve the problem
 Check with the customer to make sure the problem has been resolved to their satisfaction
 Give clear reasons to the customer when the problem has not been resolved to their satisfaction
Handling Customer Queries and Complaints:

Complaints are statements related to customer dissatisfaction. Every customer has a potential to be
satisfied or dissatisfied with your business. An expression of dissatisfaction is called complaints. There are
possibilities that even after providing the best possible services the customer may have complaints. It is
more important to handle the complaints effectively.
Impact of handling complaints: How the customer’s complaints are handled has a great impact on the
business.
• Complaints provide insights on how to do better
• Positive action on complaints leads to improved customer satisfaction this ultimately leads to
improved business
• If a customer is spending time, effort and money to complain, it shows their trust on the
organization and their interest in doing business with that brand
Types of customer concerns: Customer complaints can broadly be classified as follows

• Product failure
• Process failure
• Interaction failure

Any staff member who receives the complaint has the responsibility of resolving or ensuring resolution of
the complaint. It is important to resolve content because
– You are the face of the organisation for the customer
– You build relationship between the organisation and the customer
– You Influence the customer’s perception of your organisation
Additional Notes:

Module 6: Communicate with customer and colleagues
Interacting with superior

 Receive job order and instructions from reporting superior
 Understand the work output requirements, targets, performance indicators and incentives
 Deliver quality work on time and report any anticipated reasons for delays
 Escalate unresolved problems or complaints to the relevant senior
 Communicate maintenance and repair schedule proactively to the superior
 Receive feedback on work standards
 Document the completed work schedule and handover to the superior
Communicating with colleagues

 Exhibit trust, support and respect to all the colleagues in the workplace
 Aim to achieve smooth workflow
 Help and assist colleagues with information and knowledge
 Seek assistance from the colleagues when required
 Identify the potential and existing conflicts with the colleagues and resolve
 Pass on essential information to other colleagues on timely basis
 Maintain the etiquette, use polite language, demonstrate responsible and disciplined
behaviours to the colleagues
 Interact with colleagues from different functions clearly and effectively on all aspects to carry
out the work among the team and understand the nature of their work
 Put team over individual goals and multi task or share work where necessary supporting the
colleagues
 Highlight any errors of colleagues, help to rectify and ensure quality output
 Work with cooperation, coordination, communication and collaboration, with shared goals and
supporting each other’s performance
Communicating effectively with customers

 Ask more questions to the customers and identify their needs
 Possess strong knowledge on the product, services and market
 Brief the customers clearly
 Communicate with the customers in a polite, professional and friendly manner
 Build effective but impersonal relationship with the customers
 Ensure the appropriate language and tone are used to the customers
 Listen actively in a two way communication
 Be sensitive to the gender, cultural and social differences such as modes of greeting, formality,
etc.
 Understand the customer expectations correctly and provide the appropriate products and
services
 Understand the customer dissatisfaction and address to their complaints effectively
 Maintain a positive, sensible and cooperative manner all time

 Ensure to maintain a proper body language, dress code, gestures and etiquettes towards the
customers
 Avoid interrupting the customers while they talk
 Ensure to avoid negative questions and statements to the customers
 Inform the customers on any issues or problems before hand and also on the developments
involving them
 Ensure to respond back to the customer immediately for their voice messages, e-mails, etc.
 Develop good rapport with the customers and promote suitable products and services
 Seek feedback from the customers on their understanding to what was discussed
 Explain the terms and conditions clearly
Communication at Work – Guests, Superiors, Colleagues, Subordinates etc.
Communication at work plays a crucial role in getting the work done and maintaining a healthy
environment in the department and on a whole in the Hotel.
1. Communication with Guests – This includes welcoming them, dealing with their queries or issues,
fulfilling their request, entering or exiting a room etc.
2. Communication with Colleagues – This includes interacting for work, fun and team meetings etc.
3. Intra Departmental Communication – This includes interacting with other departments to get the
work done on time and in the desired manner in case of an issue or requirement
Here are 7 C’s of effective communication which are applicable to both written as well as oral
communication. These are as follows:
1. Completeness - The communication must be complete. It should convey all facts required by the
audience. The sender of the message must take into consideration the receiver’s mind set and
convey the message accordingly. A complete communication has following features:
 Complete communication develops and enhances reputation of an organization.
 Moreover, they are cost saving as no crucial information is missing and no additional
cost is incurred in conveying extra message if the communication is complete.
 A complete communication always gives additional information wherever required. It
leaves no questions in the mind of receiver.
 Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial information.
 It persuades the audience.
2. Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey in
least possible words without forgoing the other C’s of communication. Conciseness is a necessity
for effective communication. Concise communication has following features:
 It is both time-saving as well as cost-saving.
 It underlines and highlights the main message as it avoids using excessive and needless
words.
 Concise communication provides short and essential message in limited words to the
audience.

 Concise message is more appealing and comprehensible to the audience.

 Concise message is non-repetitive in nature.
3. Consideration - Consideration implies “stepping into the shoes of others”. Effective
communication must take the audience into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify your words in message to suit the
audience’s needs while making your message complete. Features of considerate communication
are as follows:
 Emphasize on “you” approach.
 Empathize with the audience and exhibit interest in the audience. This will stimulate a
positive reaction from the audience.
 Show optimism towards your audience. Emphasize on “what is possible” rather than
“what is impossible”. Lay stress on positive words such as jovial, committed, thanks,
warm, healthy, help, etc.
4. Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than trying to
achieve too much at once. Clarity in communication has following features:
 It makes understanding easier.
 Complete clarity of thoughts and ideas enhances the meaning of message.
 Clear message makes use of exact, appropriate and concrete words.
5. Concreteness - Concrete communication implies being particular and clear rather than fuzzy and
general. Concreteness strengthens the confidence. Concrete message has following features:
 It is supported with specific facts and figures.
 It makes use of words that are clear and that build the reputation.
 Concrete messages are not misinterpreted.
6. Courtesy - Courtesy in message implies the message should show the sender’s expression as well
as should respect the receiver. The sender of the message should be sincerely polite, judicious,
reflective and enthusiastic. Courteous message has following features:
 Courtesy implies taking into consideration both viewpoints as well as feelings of the
receiver of the message.
 Courteous message is positive and focused at the audience.
 It makes use of terms showing respect for the receiver of message.
 It is not at all biased.
7. Correctness - Correctness in communication implies that there are no grammatical errors in
communication. Correct communication has following features:
 The message is exact, correct and well-timed.
 If the communication is correct, it boosts up the confidence level.
 Correct message has greater impact on the audience/readers.
 It checks for the precision and accurateness of facts and figures used in the message.
 It makes use of appropriate and correct language in the message.
Awareness of these 7 C’s of communication makes you an effective communicator.

Team Building – Working as a Team
Team is an important aspect of any individual in a department. Working together for the upkeep of
Hotel and its smooth functioning is of utmost importance.
Attributes of a successful team are:
1. Organizational Skills: A team in chaos with no idea where to start on particular projects is doomed
to failure. Strong organizational skills must be employed to define work projects and set them in
motion. In addition, the ability to organize the team's composition, structure, hierarchy and
functioning is an essential trait to develop a successful team.
2. Conversation: The willingness of all team members to communicate ideas and issues is important
to the overall success of any project. Conversations must take place in which everyone listens to
the speaker and feels free to respond in turn. Team members should approach all conversations
with respect, trust and honesty.
3. Accurate Perception: A quality team of professionals must have the ability to accurately perceive
what is happening. The group needs to be able to identify issues, assess what is working and what
is not and be truthful enough to state when mistakes are made. Clear heads and reasonableness
are mandatory in this situation.
4. Conflict Resolution Abilities: Within any organization, there are instances of conflict. A successful
work team must possess conflict resolution skills to deal appropriately when disputes occur. Bring
in a professional trainer in these skills to teach you and your staff methods that are effective.
5. Diverse Group: Diversity in a work team makes it especially strong. A group with individuals who
differ from one another brings more creativity and suggestions to the table than one composed
of similar people. Invest in a team with members of differing ethnicities, ages, genders and
cultures for success in business.
6. Innovative Thinking: Another trait of an accomplished work team is innovative thinking. Members
should be adept at brainstorming ideas and willing to transform old beliefs and routine processes.
Creative thinking involves risk, so you and your employees must demonstrate courage to thrive.
7. Sense of Responsibility: A good team is composed of members with a sense of responsibility to

the team and your business. According to Business Advantage International, a business is
successful when team members understand and live up to their responsibilities to the entire
group. Business managers should strive to hire employees interested in sharing work
responsibilities with others.
8. Strong Work Ethic: A work team that persists through rough patches to get the job done is the
type of group you want to work with. A strong work ethic demonstrated by each individual
ensures projects are done well and on time. Choose your employees wisely with respect to how
willing they give their all to their job.

9. Spirit of Appreciation: Showing appreciation for the efforts of co-workers is a quality necessary
to the functioning of a successful team. Encourage your employees to express their thankfulness
to their fellow team members on a consistent basis. Lead the way as manager, giving both verbal
and tangible rewards to a hardworking team.
10. Specific Roles: A team must clearly define the roles of each member. A successful manager is able
to match certain tasks to the abilities and talents of particular people. The definition of roles
allows team members to understand the functioning of the parts as well as the whole.
Additional Notes:

Module 7: Maintain customer-centric service orientation
Engaging with customers for assessing service quality requirements

 Keep in mind the profiles of expected customers
 Understand the target customers and their needs as defined by the company
 Organize regular customer events and feedback session frequently
 Build a good rapport with the customers including the ones who complain
 Have frequent discussions with regular customers on general likes and dislikes in the market,
latest trends, customer expectations, etc.
 Receive regular feedbacks from the clients on current service, complaints, and improvements to
be made, etc.
 Compulsively seek customer rating of service to help develop a set of regularly improved
procedures
 Ingrain customer oriented behaviour in service at all level
 Aim to gain their long lasting loyalty and satisfaction
 Engage with customers on without intruding on privacy
Achieving customer satisfaction

 Ensure clarity, honesty and transparency with the customers
 Treat the customers fairly and with due respect
 Focus on executing company’s marketing strategies and product development
 Focus on enhancing brand value of company through customer satisfaction
Fulfilling customer requirement

 Ensure that customer expectations are met
 Learn to read customers’ needs and wants
 Willingly accept and implement new and innovative products and services that help improve
customer satisfaction
 Communicate feedback of customer to senior, especially, the negative feedback
 Maintain close contact with the customers and focus groups
 Offer promotions to improve product satisfaction level to the customers periodically

Module 8: Maintain standard of etiquette and hospitable conduct
Following behavioral, personal and telephone etiquettes

 Greet the customers with a handshake or appropriate gesture based on the type of customer on
their arrival
 Welcome the customers with a smile
 Ensure to maintain eye contact
 Address the customers in a respectable manner
 Do not eat or chew while talking
 Use their names as many times as possible during the conversation
 Ensure not to be too loud while talking
 Maintain fair and high standards of practice
 Ensure to offer transparent prices
 Maintain proper books of accounts for payment due and received
 Answer the telephone quickly and respond back to mails faster
 Ensure not to argue with the customer
 Listen attentively and answer back politely
 Maintain personal integrity and ethical behaviour
 Dress professionally
 Deliver positive attitude to work
 Maintain well groomed personality, i.e., clean and crisp uniform, neatly cut and combed hair,
well maintained and shining shoes, and no body odou
 Achieve punctuality and body language
 Maintain the social and telephonic etiquette
 Provide small gifts as token of appreciation and thanks giving to the customer
 Use appropriate tone, pitch and language to convey politeness, assertiveness, care and
professionalism
 Demonstrate responsible and disciplined behaviours at the workplace
 Escalate grievances and problems to appropriate authority as per procedure to resolve them
and avoid conflict
 Use appropriate titles and terms of respect to the customers
 Use polite language
 Maintain professionalism and procedures to handle customer grievances and complaints
 Offer friendly, courteous and hospitable service and assistance to the customer upholding levels
and responsibility
 Provide assistance to the customers maintaining positive sincere attitude and etiquette
 Provide special attention to the customer at all time
Achieving customer satisfaction

 Achieve 100% customer satisfaction on a scale of standard
 Gain customer loyalty
 Enhance brand value of company

Personal grooming is the process of keeping oneself clean, neat and hygienic. Obviously,
we have done this many times in our lives. It shows that we care about the way we look.
It also shows we are serious about cleanliness, about our work, and about the reputation
of the organisation where we work.
Personal grooming has many benefits. It builds your confidence and your colleagues start
to respect you. It brings positive thoughts from guests. Within a short span, you will
become the unofficial brand ambassador for the organisation. If your guests are satisfied
with you, then you get appreciation from your superiors. This reflects in your career, as
you will get recognition. Grooming helps you to appear suitable for a given situation. The
process of grooming at work is to keep yourself clean and elegant. There are various
aspects to personal grooming. That is, you should take care of your hair, hands, face,
makeup, jewellery, uniform and shoes to meet the grooming standards.
Grooming Standards for women

When we see an individual, what is the first thing that we notice? The first thing that
registers in your mind is his or her face. That brings us to a more important aspect of
grooming for women – the makeup.
You can wear minimum makeup so that you enhance the natural features of the face and
also look like a true professional. You should not apply gaudy makeup. The color of the
lipstick should be natural. You can use eye shadow provided it is in light shade.
The hospitality industry standards for face recommend that you should not pierce your
eyebrows or shape them in fancy designs. A common accessory for the face would be the
eyeglasses. If you need to wear eyeglass under medical prescription, you should get prior
permission from the management. You must make sure that the glass frame and the lens
design go well with your face shape and uniform. When you are not using the glasses, you
should not hang them from your pocket or in a band around your neck.
The jewellery you wear at work should be simple and not obviously visible to the guests.
It should give you a professional look. You cannot wear inappropriate or indecent
jewellery to office. For example, you should wear only post-style earrings, which are
usually called as studs. You cannot wear danglers, as they would not suit your uniform
dress.
You can wear a ring only on one finger. Sometimes, wedding rings come as a set and they
are considered as one ring. If you want to wear a necklace, have it under the garment so
that it is not visible to others.
Your organisation will give you the uniform to wear on the job. You should keep the
uniform clean and neat. In case your uniform is torn, you should ensure that it is properly
hemmed.

These are some of the common grooming standards for female staff. You will get a
comprehensive list of standards from your organization.
The key points are:
 Hairpieces or wigs, if worn on duty, shall conform to the same standards as those
for natural hair.
 No exotic hair styles or styles with lines, numbers, or other graphics shaved in the
hair shall be permitted.
 Jewellery shall be reasonable and shall not distract from a professional
appearance, disrupt the workplace or create a safety hazard. Jewellery that is
offensive or derogatory to others shall not be worn so as to be visible while on
duty.
 Fingernails shall be clean and neatly trimmed and shall extend no farther than ¼”
beyond the tip of the finger. Fingernails shall not be shaped in a manner that may
present a danger to the staff person or others or that will interfere with the staff
person’s assigned duties. Nail polish, if worn, shall be a neutral colour that does
not contrast with the uniform and shall contain no designs or ornamentation.
 Lines, numbers, graphics or other designs shall not be cut into the facial hair
(eyebrows).
 Cosmetics, when worn, shall be applied conservatively to enhance the natural
features of the staff person and maintain a professional appearance. Lipstick shall
be natural looking or earthy colour and
conservative in nature. A necklace may be
worn around the neck; but, under the clothing
and not visible.
 A maximum of one (1) ring per hand may
be worn. A wedding set shall be considered as
one (1) ring.
 One (1) post-type stud earring per ear
can be worn while on duty. No danglers will
be allowed.
 One (1) wristwatch may be worn.

 Staff requiring
the need of eyeglasses (prescription or reading) shall be permitted to wear the
glasses as needed. Eyeglasses shall not detract from the uniform or a professional
appearance. When not in use, eyeglasses shall not hang from the uniform pockets
or be hung from a neckband.
Grooming standards for men
You should trim your hair neatly such that the front of your hair does not touch your
eyebrows and the back does not touch the collar of the shirt. Your hair should never be
unkempt or ruffled. You should comb or brush your hair neatly and regularly. The hair on
the crown, that is, the sides of the head should not be lengthy and hide your ear. It should
not extend below the mid of your ear. There should be an even width of strip on each side
of your head. The tip of this hair should be horizontally straight. The next important set of
standards is for the face. You can wear a beard if your religion insists, however, crop it
closely or tie it neatly as per the religious norms. If you wear eyeglasses under medical
prescription, you should get prior permission from the management. You must make sure
that the glass frame and the lens design go well with your face shape and uniform. When
you are not using the glasses, you should not hang them from your pocket or in a band
around your neck.
The standards for jewellery are minimal for men due to obvious reasons. You can wear a
ring only on one finger. Sometimes, wedding rings come as a set and they are considered
as one ring. If you want to wear a chain, have it under the garment so that it is not visible
to others.
Your hands should be clean and you should wash them regularly. Trim the nails and keep
them clean. Particularly, there should be no nicotine stains or other marks on your hands.
You have to wear the shoes all the time on duty. Polish the shoes everyday and tie the
lace properly.

The key points are:
 Hair shall be neatly trimmed, clean and combed

or brushed.
 Hair shall not be ragged or unkempt.
 Hair on the crown or sides of the head shall be
neatly groomed and trimmed so as not to cover
any portion of the ear.
 Hair in the front shall be groomed so that it does
not touch the eyebrows.
 Hair on the back of the head shall not touch the
collar of the uniform shirt.
 Hair colouring, if used, must appear natural.
 No exotic hair styles or styles with lines, numbers or other graphics shaved in the
hair shall be permitted.
 Hair pieces or wigs, if worn on duty, shall conform to the same standards as those
for natural hair.
 Sideburns, if worn, shall be neatly trimmed and shall not extend below the middle
ear. Sideburns shall be of even width and end in a clean shaven horizontal line.
 Full beards as per religion, may be worn; however, they must be closely cropped
(no more than ½” in length) or neatly tied as per religious norms.
 Jewellery shall be reasonable and shall not distract from a professional
appearance, disrupt the workplace or create a safety hazard. Jewellery that is
offensive or derogatory to others shall not be worn so as to be visible while on
duty.
 A maximum of one (1) ring per hand may be worn. A wedding set shall be
considered as one (1) ring.
 One (1) wristwatch may be worn
 Staff requiring the need of eyeglasses (prescription or reading) shall be permitted
to wear the glasses as needed. Eyeglasses shall not detract from the uniform or a
professional appearance. When not in use, eyeglasses shall not hang from the
uniform pockets or be hung from a neckband.
Common hygiene guidelines:
Apart from the gender-specific standards for grooming, there are some common
guidelines to be hygienic for both men and women staff. You will be interacting with
colleagues, superiors and guests on any given day. To have a smooth communication with
everybody at all times, you should follow some guidelines with respect to your cleanliness.

 You should not let bad body odour affect your reputation. You have to take bath
before you go to work. You could use a deodorant to restrict odour, if any.
 You should avoid bad breath by brushing your teeth twice everyday and using a
mouthwash. Visiting a dentist once a year will help you to have healthy teeth and
gums.
 Keeping your hands clean is a necessary habit. You should wash them every time
after you use the rest room. You will definitely feel fresh after washing your face.
It will help if you wash it at least twice on duty to keep yourself active.
 It will be a disgusting sight for others to see stains on your teeth. Be conscious to
remove stains from the teeth. It is for this reason you are not allowed to use
beetle leaf or tobacco at work.
 Sneezing and yawning are natural actions and you cannot avoid them. However,
you should be careful to cover your nose while sneezing and mouth while
yawning. In addition, when you are disturbed by particles struck in your teeth or
nose, go to the bathroom and clean them. You should avoid picking your nose or
teeth in front of others.
Depending on your job role, there may even be health code requirements- for example,
about washing your hands if your handle food. And because you work in a service sector
and interact with guests, it is essential that you present a clean, positive, professional
image. How you present yourself on the job not only impacts your success but also reflects
on the whole organisation and affects its reputation. Your good health depends on proper
hygiene habits, such as brushing your teeth and keeping your body clean and free of germs
that could make you sick. Not washing your hands or coughing in someone's face could
spread illness such as colds and flu. Guests and co-workers will appreciate being serviced
by and working with someone who is clean and smells good and who is well-groomed.
Maintaining personal hygiene is necessary for many reasons; personal, social, health,
psychological or simply as a way of life. Keeping a good standard of hygiene helps to
prevent the development and spread of infections, illnesses and bad doors.
Most people are very conscious of personal hygiene because:
 We're taught of the importance of hygiene from an early age

 It is considered a way of making ourselves more attractive
 It is off-putting to our friends and colleagues if we smell unpleasant etc.
 We're aware of health problems that can develop as a result of poor personal
hygiene
Body Image: Body image influences self-esteem, confidence and motivation. Those who
already have low self-esteem and especially those with depression often neglect personal
hygiene which perpetuates the problem of poor body image.

Many forms of modern media including magazines, fashion, TV, film and the internet
present a certain body image as being "acceptable" or "expected". Young children and
teenagers are especially influenced by this; physical appearance being the ultimate factor
by which to judge and be judged.
3 things to remember:
 The first thing to accept is that you will probably never look like those perfect
specimens in the media - but you can, and WILL look good to most people if you
follow basic personal hygiene principles
 Secondly, your actions and the way you behave are more important to most
people than the way you look
 Thirdly, good hygiene practices will help to keep you healthy, give you confidence
and be pleasant for those around you
Social Reasons: Most people hate to be talked about, especially in a negative manner. By
ensuring that our body is clean and well presented, we are more assured of projecting a
positive body image that reflects our personalities.
Health Reasons: Poor hygiene can lead to poor health. If you have cut yourself, the wound
should be cleaned and dressed suitably, this can help reduced the risk of infection and
pain. Conditions such as head lice, athlete’s foot etc. should be treated immediately to
prevent further infections and spread to others.
Hand washing cannot be emphasized enough as this simple action can prevent a plethora
of illnesses and disorders developing. Many people ‘forget’ to wash their hands after using
the toilet or before handling foods; this can cause a great deal of illness and even death.
Psychological Issues: By being well presented, clean and tidy, people can feel more
confident, especially in social situations. Our chances of succeeding either in work or social
settings, or even with the opposite sex can be altered by maintenance of good hygiene.
Maintaining hygiene practices helps to reduce the risks of ill health, but equally important
affects how we and others perceive ourselves and can influence our levels of confidence
and self-esteem which can affect many aspects of our lives.
Which Bits to Focus On and How?
Think about each area individually and why hygiene is important (for health reasons as
well as appearance). Hair and teeth are good places to start, together with those areas of
the body that might smell or which are more prone to fungal/bacterial infections.
1. Hair

Dirty head hair does not actually cause many health problems; it's mostly for appearance
factor that keeping hair clean is a good idea.
Greasy Hair Dandruff Head Lice
•At some points of your •If you suffer from •Head lice are highly
life - especially in dandruff, try the contagious. If left
teenage years and at various shampoos unattended, the lice
times of hormonal available. If it's serious grow large enough
change, hair can there are some that you can actually
become greasy more medical treatments see them moving(!)
easily. There's really available that are not and the white eggs
only one solution to harmful to the skin - (nits) are also
greasy hair and that is those containing zinc sometimes visible. You
to wash it, although parathion or selenium may also - but not
some people find dry sulphide are said to be always - experience
shampoo or talc helps the most effective. itching. The best way
to absorb some of the to avoid persistent
grease. If you're lucky head lice is to wash
enough to have hair your hair, leave a
long enough to tie up, conditioner in and
then you can miss a comb through with a
wash occasionally - fine tooth comb. Do
those with natural this at least once a
blonde hair will find week, and then even if
grease shows up more a couple of lice
than on brunettes - it manage to find their
has to have some way to your lovely
draw backs! locks, they will not be
given the chance to lay
eggs and multiply!
2. Teeth and Mouth
Teeth Smelly Breath
•A beautiful smile can make a person's day - but if •Sometimes, despite good brushing a tooth will
teeth are grubby or breath is smelly, it has an succumb to decay - if left untreated this can spread
entirely different result. Brush your teeth twice and infect your gums. Bad breath can be the sign of
daily with a decent toothbrush (powered ones are a gum infection. Make sure you visit your dentist
best), a fluoride based toothpaste and an regularly to keep a check on it. Halitosis (bad
antibacterial mouthwash and you can't go far breath) can also be a result of dehydration or an
wrong. If you think your teeth are not white empty stomach, so eat and drink regularly. Read
enough, try wearing different colours to make them more on halitosis, teeth issues and mouth
seem brighter, avoid drinks such as tea, coffee and infections
red wine, which are thought to stain them. If you're
still convinced they're not white enough ask your
dentist about treatments.

3. Areas Prone to odour and Fungal Infection
Unpleasant smells and fungal infections are most commonly experienced in areas of the body that are
warm and not often exposed to fresh air: the feet; the genitals and some of our sweat glands.
Smelly Feet Athlete's Foot Genital Areas
•The feet contain lots of •Athlete's foot is a fungal •Genital areas can be
sweat glands. If feet are infection that causes prone to bacterial
confined in socks and itching, flaky skin and infections and
shoes the sweat has sometimes a sore, red unpleasant smell if not
nowhere to 'evaporate' rash. It's highly kept clean. Conversely
and the skin bacteria contagious and can be though, too much
will in effect attack to, unsightly. There are cleaning with scented
causing that pungent' plenty of products products or soaps can
cheesy' aroma. available to combat cause thrush - a
•Here are some athlete's foot, but you bacterial infection. The
measures you can take should check with your best hygiene for all the
to minimize smelly feet: pharmacist or GP if you genital areas is to clean
•Wash regularly and dry are taking any other once or twice a day
thoroughly with a soft medicines, have certain using mild soap and
towel and an anti- medical conditions, or water.
bacterial foot powder are buying for a child as
or a baby talc some of the treatments
contain steroids.
•Allow feet to air when
feasible and wear open
shoes as much as
possible
•Change socks more
than once a day if
needed and make sure
they are cotton or
other breathable fabric
Additional Notes:

Module 9: Follow gender and age sensitive service practices
Educating customer on specific facilities and services available

 Educate the tourists, employers and the colleagues at workplace on women rights and the
respect that is to be given to them
 Inform about company’s policies to prevent women from sexual harassments, both physical and
verbal, and objectifications by other customers and staff
 List all the facilities available with respect to transportation facilities, night trips and safeguards,
reporting abuse, maternity related and other grievance
 Inform about methods adopted to ensure safety and personal and baggage security of women,
e.g., cctv cameras, security guards, women’s helpline
 Provide the necessary comfort to the female traveller customers such as secure and safe
environment, chain locks/latches, smoke detector, comfortable accommodation, etc.
 Maintain compliant behavioural etiquette while dealing with women customers such as asking
permission before entering room and for cleaning, avoiding touch contact, using abusive
language or gesture, etc.
 Ensure that the customer feels safe at all times without being over threatened by the security
procedures and related environment
 Ensure that in the event of terrorist attacks customers are calmly handled, led to safer places
and instructed properly in order to achieve zero casualties
Providing different age and gender specific customer service

 Ensure the quality of facilities and services offered cater to the needs of every individual, be it
man, woman, child, particularly the very young and the aged
 Be aware of the customer unique needs and wants of each category of customer, e.g., for an
infant, for a young woman, for an old person, others
Coordinate with team to meet these unique needs, also keeping in mind their diverse cultural
backgrounds
 Provide entertainment programs and events suited for the children tourists
 Educate parents and attendants of senior citizens on basic safeguards and procedures for them
in case of emergencies
 Arrange for transport and equipment as required by senior citizens
 Ensure availability of medical facilities and doctor
Following standard etiquette with women at workplace

 Treat women equally across both the horizontal as well as vertical segregation of roles in the
workplace
 Ensure a fair and equal pay to the women as men, more of formal training, advancement
opportunities, better benefits, etc.
 Involve women in the decision making processes and management professions
 Avoid specific discrimination and give women their due respect
 Motivate the women in the work place towards utilizing their skills
 Educate the tourists, employers and the colleagues at workplace on women rights and the
respect that is to be given to them

 Establish policies to protect the women from sexual harassments, both physical and verbal, and
objectifications by customers and colleagues
 Frame women friendly work practices such as flexible working hours, maternity leave,
transportation facilities, night shift concessions, women grievance cell.
 Ensure the safety and security of women in the workplace, particularly when their nature of job
is to deal with night shifts, attend guest rooms, back end work, etc.
 Ensure safety and security of women at all levels
Gender Sensitivity refers to following gender and age sensitivity practices by treating the women, men,
children and senior citizens equally and offering them service as per their unique and collective
requirements as well as treating women with respect and ensuring personal and material security at all
times.
Points to Remember:
1. Educate guests on specific facilities and services available for different categories of guests
2. Provide gender and age specific services as per their unique and collective requirements
3. Follow standard etiquette with women at workplace
Most of the employers these days are equal opportunity employers that is they do not discriminate
based on the gender. Sexual harassment at workplace or other than workplace if involving an employee
or employees is a very severe offence and hence punishable.
All employees are expected to uphold the highest standards of ethical conduct at the workplace. The
employees have a responsibility to
 Treat each other with dignity and respect
 Follow the rules and regulations
 Refrain from any unwelcome behaviour of sexual nature
 Refrain from creating any hostile environment by way of sexual harassment
 Report sexual harassment experienced and/or witnessed to appropriate authorities and follow
the complaint handling procedure of the company.
Sexual harassment includes any one or more of the following unwelcome acts or behaviour (whether
directly or by implication):
a) Any unwelcome sexually determined behaviour, or pattern of conduct, that would cause discomfort
and/or humiliate a person at whom the behaviour or conduct was directed namely:
i. Physical contact and advances;
ii. Demand or request for sexual favours;
iii. Sexually coloured remarks or remarks of a sexual nature about a person's clothing or body;
iv. Showing pornography, making or posting sexual pranks, sexual teasing, sexual jokes, sexually
demeaning or offensive pictures, cartoons or other materials through email, SMS, MMS etc.;

v. Repeatedly asking to socialize during off-duty hours or continued expressions of sexual interest
against a person’s wishes;
vi. Giving gifts or leaving objects that are sexually suggestive;
vii. Eve teasing, innuendos and taunts, physical confinement against one’s will or any such act likely to
intrude upon one’s privacy;
viii. Persistent watching, following, contacting of a person; and
ix. Any other unwelcome physical, verbal or non-verbal conduct of sexual nature
To prevent instances of sexual harassment and to receive and effectively deal with complaints
pertaining to the same, an "Internal Complaints Committee" is constituted in the organisation. If any
complaint is to be made it has to be submitted in written with in three months from the day, the
incidence happened. Under the Indian Penal Code (IPC), the newly introduced section which deals with
sexual harassment at workplace states that a person charged with sexual harassment may be arrested
without warrant.
Additional Notes:

Module 10: Maintain IPR of organization and customers
Securing company’s IPR

 Prevent leak of new plans and designs to competitors by reporting on time
 Be aware of any of company’s product, service or design patents
 Report ipr violations observed in the market, to supervisor or company head
Respecting customer’s copyright

 Read copyright clause of the material published on the internet and any other printed material
 Protect infringement upon customer’s business or design plans
 Consult supervisor or senior management when in doubt about using information available from
customer
 Report any infringement observed by anyone in the company
Intellectual Property rights is very crucial for the people working in Hotel as VIPs and VVIPs of the state
and country are the ones who reside ort visit Hotel.
A Hotel personnel will be expected to:
1. Prevent leak of Guests, new plans and designs to outsiders

2. Be aware of his duties and responsibilities
3. Report IPR violation to supervisor or higher authority
4. Be aware of Rules, Regulations and Protocols of working at Hotel
Additional Notes:

Module 11: Maintain health and hygiene
Ensuring cleanliness around workplace

 Keep the workplace regularly clean and cleared-off of food waste or other litter
 Ensure that waste is disposed-off as per prescribed standards or in trash cans earmarked for
waste disposal
 Ensure that the trash cans or waste collection points are cleared everyday
 Arrange for regular pest control activities at the workplace
 To maintain records for cleanliness and maintenance schedule
 Ensure the workplace is well ventilated with fresh air supply
 Check the air conditioner and other mechanical systems on a regular basis and maintain them
well
 Ensure the workplace is provided with sufficient lighting
 Ensure clean work environment where food is stored, prepared, displayed and served
 Ensure safe and clean handling and disposal of linen and laundry, storage area, accommodation,
public areas, storage areas, garbage areas, etc.
 Identify and report poor organizational practices with respect to hygiene, food handling,
cleaning
 Ensure adequate supply of cleaning consumables such as equipment, materials, chemicals,
liquids
 Ensure to clean the store areas with appropriate materials and procedures
 Identify the different types of wastes, e.g., liquid, solid, food, non-food, and the ways of
handling them for disposal
Following personal hygiene practices

 Wash hands on a regular basis, particularly on touching any dirty surfaces, before and after
handling food, after using the toilet, etc.
 Ensure to wash hands using suggested material such as soap, one use disposable tissue, warm
water, etc.
 Wash the cups, glasses or other cutlery clean before and after using them
 Ensure to maintain personal hygiene of daily bath, clean clothing and uniform, footwear, head
gear, cutting nails, healthy diet, using deodorant, etc.
 Ensure to maintain dental hygiene in terms of brushing teeth every day, using mouthwash
regularly, using mouth freshener after eating, avoiding smoke at workplace, etc.
 Ensure no cross contaminations of items such as linen, towels, utensils, etc. Occurs in the
workplace
Taking precautionary health measures

 Report on personal health issues related to injury, food, air and infectious diseases
 Ensure not to go for work if unwell, to avoid the risk of being spread to other people
 Use a tissue, cover the mouth and turn away from people while sneezing or coughing
 Wash hands on using these tissues after coughing and sneezing and after using the wastes
 Ensure to use single use tissue and dispose these tissues immediately
 Coordinate for the provision of adequate clean drinking water
 Ensure to get appropriate vaccines regularly

 Avoid serving adulterated or contaminated food

 Undergo preventive health check-ups at regular intervals
 Take prompt treatment from the doctor in case of illness
 Have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the
customers or local community

Module 12: Maintain safety at workplace
Taking precautionary measures to avoid work hazards

 Assess the various hazards in the work areas
 Take necessary steps to eliminate or minimize them
 Analyse the causes of accidents at the workplace
 Suggest measures to prevent such accidents from taking place
 Take preventive measures to avoid risk of burns and other injury due to contact with hot
surfaces such as stoves, gas, fire, hot liquids, hot foods, hot oil, etc.
 Suggest methods to improve the existing safety procedures at the workplace
Following standard safety procedure

 Be aware of the locations of fire extinguishers, emergency exits, etc.
 Practice correct emergency procedures
 Check and review the storage areas frequently
 Stack items in an organized way and use safe lifting techniques to reduce risk of injuries from
handling procedures at the storage areas
 Ensure to be safe while handling materials, tools, acids, chemicals, detergents, etc.
 Store the chemicals and acids in a well-ventilated and locked areas with warning signs displayed
 Ensure safe techniques while moving furniture and fixtures
 Ensure to reduce risk of injury from use of electrical tools
 Read the manufacturer’s manual carefully before use of any equipment
 Unplug the electrical equipment before performing housekeeping, cleaning and maintenance to
avoid injuries
 Keep the floors free from water and grease to avoid slippery surface
 Ensure to use non slip liquids and waxes to polish and treat floors, if required
 Use rubber mats to the places where floors are constantly wet
 Ensure safety from injuries of cuts to loss of fingers, while handling sharp tools such as knives,
needles, etc.
 Use flat surfaces, secure holding and protective wear while using such sharp tools
 Use health and safety practices for storing, cleaning, and maintaining tools, equipment, and
supplies
 Practice ergonomic lifting, bending, or moving equipment and supplies
Using safety tools or Personal Protective Equipment

 Ensure the workers have access to first aid kit when needed
 Ensure all equipment and tools are stored and maintained properly and safe to use
 Ensure to use personal protective equipment and safety gear such as gloves, mask, headwear,
footwear, glasses, goggles, etc. For specific tasks and work conditions where required
 Ensure to display safety signs at places where necessary for people to be cautious
 Ensure electrical precautions such as insulated clothing, adequate equipment insulation, dry
work area, switch off the power supply when not required, etc.

 Ensure availability of general health and safety equipment such as fire extinguishers, first aid
equipment, safety equipment, clothing, safety installations such as fire exits, exhaust fans, etc.,
are available
Achieving safety standards

 Document all the first aid treatments, inspections, etc., conducted to keep track of the safety
measures undertaken
 Comply with the established safety procedures of the workplace
 Report to the supervisor on any problems and hazards identified
 Ensure zero accident at workplace
 Adhere to safety standards and ensure no material damage
First Aid:
Basic first aid refers to the initial process of assessing and addressing the needs of someone who has been
injured or is in physiological distress due to choking, a heart attack, allergic reactions, drugs or other
medical emergencies. Basic first aid allows you to quickly determine a person's physical condition and the
correct course of treatment. You should always seek professional medical help as soon as you are able,
but following correct first aid procedures can be the difference between life and death
Learning basic first aid techniques can help you cope with an emergency. You may be able to keep a person
breathing, reduce their pain or minimize the consequences of injury or sudden illness until an ambulance
arrives. This could mean the difference between life and death for them.
Learn the first aid method of DRSABCD
First aid is as easy as ABC – airway, breathing and CPR (cardiopulmonary resuscitation). In any situation,
apply the DRSABCD Action Plan.
DRSABCD stands for:
 Danger – always check the danger to you, any bystanders and then the injured or ill person. Make
sure you do not put yourself in danger when going to the assistance of another person.
 Response – is the person conscious? Do they respond when you talk to them, touch their hands
or squeeze their shoulder?
 Send for help –). Don’t forget to answer the questions asked by the operator.
 Airway – Is the person’s airway clear? Is the person breathing?
 If the person is responding, they are conscious and their airway is clear, assess how you can help
them with any injury.
 If the person is not responding and they are unconscious, you need to check their airway by
opening their mouth and having a look inside. If their mouth is clear, tilt their head gently back
(by lifting their chin) and check for breathing. If the mouth is not clear, place the person on their
side, open their mouth and clear the contents, then tilt the head back and check for breathing.
 Breathing – check for breathing by looking for chest movements (up and down). Listen by putting
your ear near to their mouth and nose. Feel for breathing by putting your hand on the lower part
of their chest. If the person is unconscious but breathing, turn them onto their side, carefully

ensuring that you keep their head, neck and spine in alignment. Monitor their breathing until you
hand over to the ambulance officers.
 CPR (cardiopulmonary resuscitation) – if an adult is unconscious and not breathing, make sure
they are flat on their back and then place the heel of one hand in the centre of their chest and
your other hand on top. Press down firmly and smoothly (compressing to one third of their chest
depth) 30 times. Give two breaths. To get the breath in, tilt their head back gently by lifting their
chin. Pinch their nostrils closed, place your open mouth firmly over their open mouth and blow
firmly into their mouth. Keep going with the 30 compressions and two breaths at the speed of
approximately five repeats in two minutes until you hand over to the ambulance officers or
another trained person, or until the person you are resuscitating responds. The method for CPR
for children under eight and babies is very similar and you can learn these skills in a CPR course.
 Defibrillator – for unconscious adults who are not breathing, apply an automated external
defibrillator (AED) if one is available. They are available in many public places, clubs and
organizations. An AED is a machine that delivers an electrical shock to cancel any irregular heart
beat (arrhythmia), in an effort get the normal heart beating to re-establish itself. The devices are
very simple to operate. Just follow the instructions and pictures on the machine, and on the
package of the pads, as well as the voice prompts. If the person responds to defibrillation, turn
them onto their side and tilt their head to maintain their airway. Some AEDs may not be suitable
for children.
Infection control when performing CPR: To avoid contact with potentially infectious bodily fluids such as
blood or saliva, everyone with training in resuscitation is advised to carry a resuscitation mask in their
purse, wallet or first aid kit. This helps take the worry of infection out of helping someone in a life-
threatening situation. These masks are available from first aid providers or from your pharmacy.
First aid for a person choking: Maintaining a clear airway is always the priority to make sure the person
can keep breathing. You might need to roll them onto their side, but spinal injury is always a possibility
in anyone involved in an accident. There are ways of placing an injured person on their side so that there
is very little movement to their spine. You can learn these skills in a first aid course.
Reducing the risk of infected wounds during first aid: Open wounds are prone to infection. Suggestions
to reduce the risk of infection include:
 Wash your hands if possible before managing the wound. You could also use an antibacterial
hand sanitizer.
 Put on the disposable gloves provided in your first aid kit.
 Try to avoid breathing or coughing over the wound.
 Cleaning of the wound depends on the type and severity of the wound, including the severity of
the bleeding. You may just clean around the wound.
 Cover the wound with a sterile dressing. Try not to touch the dressing’s surface before applying
it to the wound.
 Seek medical advice or call for an ambulance.
In an emergency, these suggestions may not be practical. If the injured person is bleeding heavily, don’t
waste time. For example, cleaning the wound might dislodge a blood clot and make the wound bleed
again or bleed more.

Immediately apply pressure to a heavily bleeding wound (or around the wound if there is an embedded
object), and apply a bandage when the bleeding has slowed down or stopped.
Safety at Work:
Workplace safety cannot exist on best practice guidelines and policies alone. A safe working
environment is based on how well the people, in both management and on the factory floor, adhere to
and communicate about safety standards.
The foundation of any successful workplace safety effort is one that encourages. In the season for
broadcasting traditional holiday specials.
Workplace safety is the key determinant of your workers’ happiness. Yes, the culture of your workplace
and the “fulfilment factor” of your employees’ jobs are also factors, but for workers to feel truly happy,
they need to feel safe. And it’s this feeling of security, this awareness of safety, that not only helps to
keep employees satisfied, but it has an overwhelming impact on their productivity, which greatly
impacts your company’s long-term stability, growth and success.
Employees who are safe and feel safe are much more productive and successful, and in turn, add great
value to your bottom line.
Safe workplace environment

A safe workplace environment is one in which the risks of workplace hazards, personal injury and
property damage are low. Of course, this risk is not consistent across industries, nor is it consistent
across employees in one organization. Different industries have higher levels of risk and within those
industries, different types and levels of work incite higher risk than others.
Here’s the Top 10 workplace safety tips to help you inform your own workers and create a workplace
safety environment based on shared responsibility:
1. Be Aware of Your Surroundings: This step requires knowing the particular hazards of your job or
workplace. Once you’ve learned these risks, you are able to keep clear of potential hazardous areas,
and potential hazardous situations. Also, always be alert of machinery.
2. Keep Correct Posture to Protect Your Back: If you work at a desk, keep your shoulders in line with
your hips to avoid back problems. If you’re picking things up, use correct form so your back doesn’t get
hurt. Avoid stooping and twisting. If possible, always use ergonomic designed furniture and safety
equipment so everything you need is within easy reach.
3. Take Regular Breaks: So many work-related injuries and illnesses occur because a worker is tired,
burned out and not alert to their surroundings. Taking regular breaks helps you stay fresh on the job.
One trick to staying alert is to schedule the most difficult tasks when your concentration is best, like
first thing in the morn
4. Use Tools and Machines Properly: Take the proper precautions when using tools, and never take
shortcuts. Taking shortcuts is the leading cause of workplace injury. It’s a huge safety risk to use

scaffolding as a ladder or one tool in place of another for a specific job. Using tools, the right way
greatly reduces the chance of workplace injury.
5. Keep Emergency Exits Easily Accessible: In case of an emergency, you’ll need quick, easy access
to the exits. It’s also recommended to keep clear access to equipment shutoffs in case you need to
quickly stop them from functioning.
6. Report Unsafe Conditions to Your Supervisor: Your supervisor needs to be informed about any
workplace safety hazards or risks. They are legally obligated to ensure their employees have a safe
working environment and will take care of the unsafe conditions and make them safe for you and your
co-workers.
7. Use Mechanical Aids Whenever Possible: Instead of attempting to carry or lift something that’s
really heavy in an attempt to save a sliver of time during your workday, take the extra minute to use a
wheelbarrow, conveyor belt, crank or forklift. Too many injury risks are involved with trying to lift
something that weighs too much.
8. Stay Sober: Around three percent of workplace fatalities occur due to alcohol and drugs. When a
worker’s ability to exercise judgment, coordination, motor control, concentration or alertness is
compromised, this leads to any number of risks for workplace injury and fatalities.
9. Reduce Workplace Stress: Stress can lead to depression and concentration problems. Common
causes of workplace stress include long hours, heavy workload, job insecurity and conflicts with co-
workers or managers. Take your concerns about workplace stress to your supervisor to see how they
might help you address them.
10. Wear the Correct Safety Equipment: If you’re not wearing the correct safety equipment for a task,
you may get injured. Depending on the job, equipment like earplugs, earmuffs, hard hats, safety
goggles, gloves or a full-face mask greatly reduce the risk of workplace injury.
It’s up to facility managers and business owners to get their employees on board with workplace safety
efforts, encouraging them to become active members in the process. Share with them the workplace
injury statistics and the inherent risks their job presents to them on a daily basis. Provide incentives
that reward them for exemplifying great workplace safety behavior. These simple initiatives really do
make all of the difference.
Additional Notes:

FB Service ToT Guide

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FB Service ToT Guide

Uploaded by

Copyright:

Available Formats

TOT - Food and Beverage Service

Sr No Module Pg. No. NOS Applicable

7 Maintain customer centric service orientation 25 THC/N9902

8 Maintain standard of etiquette and hospitable 26 THC/N9903

10 Maintain IPR of organization and customers 38 THC/N9905

© Tata Community Initiatives Trust, all rights reserved. Page 0

Module 1: Plan for serving food and beverages

Identifying the service area and resources required

Preparing the service area

Rechecking preparation for service area

© Tata Community Initiatives Trust, all rights reserved. Page 1

Preparing for service:

A) Preparation Before Service:

B) Preparation During Service

© Tata Community Initiatives Trust, all rights reserved. Page 2

c) Preparation After Service

© Tata Community Initiatives Trust, all rights reserved. Page 3

g) Points to Remember While Laying a Table:

© Tata Community Initiatives Trust, all rights reserved. Page 4

• To absorb moisture in case liquid spills on the table.

© Tata Community Initiatives Trust, all rights reserved. Page 5

Special characteristic features are: -

© Tata Community Initiatives Trust, all rights reserved. Page 6

This type of menu is available in: -

© Tata Community Initiatives Trust, all rights reserved. Page 7

 Less food wastage.

Room Service Doorknob Menu card:

© Tata Community Initiatives Trust, all rights reserved. Page 8

Module 2: Greet customer, take orders and serve

Taking and processing orders

Serving food and beverage

© Tata Community Initiatives Trust, all rights reserved. Page 9

© Tata Community Initiatives Trust, all rights reserved. Page 10

Greeting and seating the guest

Presenting the menu

© Tata Community Initiatives Trust, all rights reserved. Page 11

 While serving fish following procedure should be followed

© Tata Community Initiatives Trust, all rights reserved. Page 12

© Tata Community Initiatives Trust, all rights reserved. Page 13

Module 3: Clean Tables and Counters

Clearing tables and counters after dining

Presenting guest account/check for the services used

Clearing soup bowls:

© Tata Community Initiatives Trust, all rights reserved. Page 14

© Tata Community Initiatives Trust, all rights reserved. Page 15

Module 4: Deal with Customer Payment

Receiving payment after service

Different methods of payment are

© Tata Community Initiatives Trust, all rights reserved. Page 16

© Tata Community Initiatives Trust, all rights reserved. Page 17

Module 5: Resolve Customer Service Issues

Resolving customer problems

Handling Customer Queries and Complaints:

Types of customer concerns: Customer complaints can broadly be classified as follows

© Tata Community Initiatives Trust, all rights reserved. Page 18

© Tata Community Initiatives Trust, all rights reserved. Page 19

Module 6: Communicate with customer and colleagues

Interacting with superior

Communicating with colleagues

Communicating effectively with customers

© Tata Community Initiatives Trust, all rights reserved. Page 20

Communication at Work – Guests, Superiors, Colleagues, Subordinates etc.

© Tata Community Initiatives Trust, all rights reserved. Page 21

 Concise message is more appealing and comprehensible to the audience.