Food & Beverage Training

AGENDA

● Introduction to Hospitality & Hotel Industry

● Importance of Customer Service in the F&B Industry
● Attributes of a waiter/waitress
● Basic etiquette of a service staff
● Opening & Closing duties of a Bar & Restaurant Staff
● Presenting the Menu to the Guest
● Sanitation & Hygiene
● 8 Common Restaurant Complaints and Solutions That Win Customers
● Mise-en-Scene
● Mise-en-Place
● Sequence of Service
● Proper taking of order
● Service of Water
● Basic Table Set-up
● Activity 1 - Mock Service
● Upselling & Suggestive selling
● Handling Situations
● Dealing with difficult customers
● Activity 2 - Mock Service
● Cross-Training and Teamwork
● Activity 3 - Simulation exercises focusing on front-of-house operations
● Standard Operating Procedure
● Activity 4 - Simulation Exercises focusing on following the SOP
● Recognition / Awarding

Introduction

In this session, we will kick off by exploring the fascinating world of hospitality and the
hotel industry. This will provide a concise overview of the hospitality industry and its
various sectors. We'll delve into the diverse opportunities available within this dynamic
field, setting the stage for an enriching learning experience ahead.
“Let’s Introduce Ourselves!”
● NAME
● AGE
● EXPERIENCE/LENGTH OF SERVICE
● “Tell us something HOT about you”
● EXPECTATIONS

What is Hospitality
Hospitality is a multifaceted concept that encompasses a wide range of services and
experiences aimed at making guests feel welcome, comfortable, and valued. At its core,
hospitality is about creating positive interactions and building meaningful relationships
with customers or guests. It goes beyond merely providing a service; it involves
anticipating and fulfilling the needs and desires of individuals to enhance their overall
experience.

● Welcoming Atmosphere: Hospitality begins with creating an inviting and

welcoming environment where guests feel at ease and appreciated. This can
include elements such as warm greetings, comfortable accommodations, and
aesthetically pleasing surroundings.
● Exceptional Service: Providing exceptional service is a hallmark of hospitality.
This involves not only meeting but exceeding guests' expectations by delivering
personalized attention, prompt assistance, and thoughtful gestures.
● Attention to Detail: Hospitality is all about the little things that make a big
difference. Paying attention to details, whether it's remembering a guest's name
or anticipating their preferences, demonstrates a commitment to providing
exceptional experiences.
● Cultural Sensitivity: In a globalized world, cultural sensitivity is essential in
hospitality. Understanding and respecting the diverse backgrounds, customs, and
preferences of guests can enhance their comfort and satisfaction.
● Effective Communication: Clear and effective communication is fundamental in
hospitality. Whether it's conveying information about services and amenities or
addressing guests' concerns, good communication fosters trust and enhances
the overall experience.
● Problem Resolution: Challenges and issues may arise in any hospitality setting.
Hospitality professionals are trained to address problems swiftly and effectively,
turning potential negative experiences into opportunities to exceed expectations.
 ● Creating Memories: Ultimately, hospitality aims to create memorable
experiences that leave a lasting impression on guests. Whether it's a special
occasion celebration or a relaxing getaway, successful hospitality experiences
evoke positive emotions and create cherished memories.

In essence, hospitality is a philosophy that emphasizes empathy, attentiveness,

and genuine care for others. It is not limited to any specific industry but is found
in various sectors such as hotels, restaurants, resorts, cruise lines, and beyond.
At its best, hospitality fosters connections, fosters loyalty, and transforms
ordinary interactions into extraordinary moments.

Importance of Customer Service

The importance of customer service cannot be overstated in any industry, especially in
the food and beverage sector where interactions with customers are frequent and
direct.

Customer service plays a pivotal role in shaping the reputation, success, and
sustainability of businesses.

Here are several reasons why customer service is paramount in the food and beverage
industry:

● Customer Satisfaction and Loyalty: Providing exceptional customer service leads

to higher levels of satisfaction among patrons. Satisfied customers are more
likely to return and become loyal patrons. Repeat business is crucial for the
long-term success and profitability of food and beverage establishments.
● Positive Word of Mouth: Customers who have positive experiences are more
likely to recommend a restaurant or bar to friends, family, and colleagues.
Word-of-mouth recommendations are incredibly powerful and can significantly
impact a business's reputation and customer base.
● Differentiation in a Competitive Market: In a saturated market, where customers
have numerous options to choose from, excellent customer service can be a key
differentiator. Businesses that prioritize customer satisfaction and go above and
beyond to meet their needs stand out from the competition.
● Brand Reputation and Image: A reputation for outstanding customer service
enhances a brand's image and builds trust with consumers. Positive experiences
lead to favorable reviews and testimonials, which can attract new customers and
reinforce loyalty among existing ones.
 ● Maximizing Revenue Potential: Satisfied customers are more likely to spend
more and tip generously. Upselling techniques and attentive service can increase
the average check size and boost revenue for food and beverage establishments.
● Effective Problem Resolution: Despite best efforts, issues and complaints may
arise in any business. However, how these issues are handled can make a
significant difference. Prompt and effective problem resolution demonstrates a
commitment to customer satisfaction and can turn dissatisfied customers into
loyal advocates.
● Employee Satisfaction and Retention: Happy customers often result from
engaged and motivated employees who are empowered to deliver exceptional
service. Investing in employee training and development in customer service
skills can lead to higher employee satisfaction, lower turnover rates, and a
positive workplace culture.
● Adaptability to Changing Consumer Preferences: The food and beverage
industry is constantly evolving to meet changing consumer preferences and
trends. Businesses that prioritize customer feedback and adapt their offerings
and service accordingly are better positioned to thrive in a competitive market.

In summary, customer service is not just a component of the food and beverage
industry—it is the foundation upon which successful businesses are built. By prioritizing
customer satisfaction, businesses can create loyal patrons, build a positive reputation,
and ultimately achieve long-term success and sustainability.

Attributes of a Waiter(ress)
Waiters and waitresses play a crucial role in the food and beverage industry as they are
the primary point of contact between customers and the establishment. The attributes
and qualities of a successful waiter/waitress go beyond just taking orders and serving
food; they encompass a combination of interpersonal skills, professionalism, and
efficiency. Here are some key attributes:

● Excellent Communication Skills: Effective communication is essential for

waitstaff to interact with customers, understand their needs, and convey
information accurately. Clear verbal communication and active listening skills are
crucial for providing personalized service and resolving any issues or concerns.

● Friendly and Approachable Demeanor: Waiters/waitresses should exude warmth,

friendliness, and approachability to create a welcoming atmosphere for guests. A
 genuine smile, pleasant demeanor, and positive attitude can make customers
feel comfortable and valued.

● Professional Appearance: Appearance plays a significant role in the perception

of professionalism and hygiene in the food service industry. Waitstaff should
adhere to dress codes and grooming standards set by the establishment,
maintaining a clean and neat appearance at all times.

● Attention to Detail: Waiters/waitresses must pay attention to detail to ensure

order accuracy, proper table settings, and adherence to customer preferences or
dietary restrictions. Attention to detail also extends to maintaining cleanliness
and organization in the dining area.

● Time Management Skills: In a fast-paced environment, time management is

essential for waitstaff to prioritize tasks, handle multiple tables efficiently, and
ensure timely service. Being able to balance speed with attentiveness is key to
providing excellent customer experiences.

● Problem-Solving Abilities: Waiters/waitresses should be proactive in identifying

and addressing issues or concerns that may arise during service. Whether it's
resolving customer complaints, accommodating special requests, or
coordinating with kitchen staff, problem-solving skills are essential for
maintaining customer satisfaction.

● Team Player Mentality: Collaboration and teamwork are essential in a restaurant

setting where multiple staff members work together to deliver seamless service.
Waiters/waitresses should be willing to assist colleagues, communicate
effectively with kitchen staff, and contribute to a positive work environment.

● Empathy and Patience: Dealing with a diverse range of customers requires

empathy and patience. Waitstaff should be able to empathize with customers'
needs, remain calm under pressure, and handle challenging situations with grace
and professionalism.

● Product Knowledge: A good understanding of the menu, including ingredients,

preparation methods, and special offerings, enables waitstaff to answer
customer questions, make recommendations, and upsell additional items
effectively.

● Adaptability: The ability to adapt to changing circumstances, such as busy

rushes, menu changes, or special events, is essential for waiters/waitresses to
maintain composure and deliver consistent service quality.

Overall, the attributes of a successful hotelier encompass a combination of

interpersonal skills, professionalism, and efficiency. By embodying these qualities,
waitstaff can provide exceptional service, enhance the dining experience for customers,
and contribute to the success of the establishment.

Basic Etiquette of a Service Staff

Basic etiquette for service staff in the food and beverage (F&B) industry is essential for
providing exceptional customer service and creating positive dining experiences for
guests. Here are some key aspects of etiquette that service staff should adhere to:

● Greeting Guests: Service staff should greet guests warmly and promptly upon
their arrival at the restaurant or dining establishment. A friendly greeting sets a
positive tone for the entire dining experience and makes guests feel welcome.

● Seating Guests: When seating guests, service staff should guide them to their
tables courteously and efficiently. They should consider guests' preferences for
seating arrangements and accommodate any special requests to the best of
their ability.

● Presenting Menus: When presenting menus to guests, service staff should do so

with a smile and offer assistance in navigating the menu if needed. They should
be knowledgeable about the menu items, including ingredients, preparation
methods, and any specials or recommendations.

● Taking Orders: Service staff should take orders from guests attentively and
accurately, listening carefully to their preferences and dietary restrictions. They
should be able to answer any questions guests may have about the menu items
and offer suggestions or recommendations as appropriate.

● Serving Food and Beverages: When serving food and beverages, service staff
should do so with care and attention to detail. They should serve items from the
guest's left side and clear empty plates and glasses discreetly from the right
side. They should also ensure that all items are served at the appropriate
temperature and in a timely manner.

● Table Maintenance: Throughout the meal service, service staff should maintain
the cleanliness and appearance of the dining area. This includes promptly
clearing dirty dishes, wiping down tables, and refilling water glasses or other
beverages as needed.

● Anticipating Guests' Needs: Service staff should anticipate guests' needs and
proactively address them before being asked. This may include offering
 additional condiments or utensils, refilling drinks, or bringing the check when
guests indicate they are ready to pay.

● Handling Payments: When handling payments, service staff should do so

discreetly and professionally. They should present the check promptly upon
request and process payments accurately and efficiently. They should also
express gratitude to guests for their patronage and offer assistance with any
additional requests or inquiries.

● Resolving Issues: In the event of any issues or concerns raised by guests, service
staff should handle them with professionalism and discretion. They should listen
to guests' feedback attentively, apologize sincerely for any inconvenience, and
take appropriate action to resolve the issue to the guest's satisfaction.

● Expressing Gratitude: Finally, service staff should express gratitude to guests for
dining at the establishment and for any tips or compliments they receive. A
sincere thank-you gesture, whether verbal or non-verbal, leaves a positive
impression and reinforces the guest's satisfaction with the dining experience.

By adhering to these basic etiquette guidelines, service staff can ensure that guests
have a pleasant and memorable dining experience. Their professionalism, attentiveness,
and courtesy contribute to the overall success of the restaurant and foster customer
loyalty and satisfaction.

Opening & Closing Duties

Opening and closing duties are essential routines that bar and restaurant staff must
follow to ensure the smooth operation of the establishment at the beginning and end of
each day. These duties encompass a variety of tasks aimed at preparing the venue for
service, maintaining cleanliness and organization, and securing the premises. Here's a
detailed discussion of the opening and closing duties of bar and restaurant staff:

Opening Duties:

● Arriving Early: Staff members should arrive at the establishment well before
opening hours to allow ample time for preparations.
● Setting Up: This includes tasks such as arranging tables and chairs, ensuring
proper lighting and ambiance, and setting up any necessary equipment or
displays.
● Stocking Inventory: Staff should check inventory levels of beverages, ingredients,
and supplies, and restock as needed to ensure availability throughout the day.
● Preparation of Service Areas: Bartenders and servers should prepare their
respective service areas by organizing glassware, utensils, and other essentials.
 ● Cleaning and Sanitizing: All surfaces, equipment, and utensils should be
thoroughly cleaned and sanitized to meet health and safety standards.
● Testing Equipment: Bartenders should test equipment such as draft beer taps,
espresso machines, and POS systems to ensure they are functioning properly.
● Reviewing Specials and Menu Changes: Staff should review any daily specials or
menu changes with the kitchen and front-of-house team to ensure everyone is
informed.
● Staff Briefing: A pre-shift meeting should be held to discuss the day's specials,
reservations, any notable events or promotions, and any specific instructions or
reminders.

Closing Duties:

● Last Call: Bartenders should announce last call for drinks well in advance of
closing time to allow guests to place final orders.
● Clearing Tables: Servers should clear and reset tables, removing any dirty dishes,
glassware, or utensils.
● Securing Liquor and Cash: Bartenders should secure liquor bottles and cash
registers to prevent theft or tampering overnight.
● Cleaning and Sanitizing: All surfaces, equipment, and utensils should be
thoroughly cleaned and sanitized once again, paying special attention to
high-touch areas.
● Disposing of Waste: Trash should be collected and disposed of properly, and
recycling should be sorted and prepared for collection.
● Closing Out Registers: Cash registers should be closed out, and any cash and
credit card transactions should be reconciled.
● Turning Off Equipment: Non-essential equipment such as lights, appliances, and
music systems should be turned off to conserve energy.
● Securing Premises: Doors and windows should be locked securely, and alarm
systems should be activated to prevent unauthorized access.
● Staff Debriefing: A post-shift meeting may be held to discuss any notable
incidents or issues that arose during the day and to provide feedback or
recognition to staff members.

By following these opening and closing duties meticulously, bar and restaurant staff can
ensure that the establishment operates smoothly, efficiently, and safely throughout the
day. These routines help maintain cleanliness, organization, and security while also
fostering a positive experience for guests.

Presenting the Menu to the Guests

Presenting the menu to guests is a crucial aspect of providing excellent service in the
food and beverage (F&B) industry. The way in which the menu is presented can
significantly impact guests' dining experience and influence their choices. Here are
some key considerations and best practices for presenting the menu to guests:

● Warm Greeting: When approaching the table to present the menu, service staff
should greet guests warmly and with a smile. A friendly greeting sets a positive
tone for the interaction and makes guests feel welcome.
● Timing: The timing of presenting the menu is important. Ideally, it should be
presented promptly after guests are seated and have had a moment to settle in.
However, it's essential not to rush guests, especially if they are engaged in
conversation or have just arrived.
● Offering Assistance: Service staff should offer assistance to guests in navigating
the menu. This may include explaining any unfamiliar terms or ingredients,
providing recommendations based on guest preferences, and answering any
questions they may have about specific dishes.
● Describing Specials and Promotions: If there are any daily specials, promotions,
or chef's recommendations, service staff should highlight these to guests.
Providing information about specials can pique guests' interest and influence
their ordering decisions.
● Menu Presentation: The menu should be presented neatly and professionally. If
it's a printed menu, it should be clean, free of stains or wrinkles, and easy to read.
If using digital menus or tablets, ensure they are functioning properly and
well-maintained.
● Menu Knowledge: Service staff should be knowledgeable about the menu items,
including ingredients, preparation methods, and any allergens or dietary
considerations. This allows them to answer guests' questions accurately and
provide informed recommendations.
● Suggestive Selling: While presenting the menu, service staff can employ
suggestive selling techniques to upsell additional items such as appetizers,
cocktails, or desserts. This should be done subtly and in a way that enhances the
guest experience rather than feeling pushy.
● Accommodating Preferences: Service staff should be attentive to guests'
preferences and any special requests they may have regarding their meal. This
may include dietary restrictions, allergies, or preferences for certain ingredients
or cooking methods.
● Ensuring Comfort: Throughout the menu presentation, service staff should
ensure that guests feel comfortable and unrushed. They should be mindful of
guests' cues and adjust their approach accordingly, whether it's providing more
time to review the menu or offering additional assistance.
● Following Up: After presenting the menu and taking initial orders, service staff
should follow up with guests to ensure they have everything they need. This may
include refilling drinks, providing additional condiments or utensils, or addressing
any concerns or questions that arise.

By following these best practices for presenting the menu to guests, service staff can
enhance the dining experience, make guests feel valued, and contribute to the overall
success of the establishment. A well-executed menu presentation sets the stage for a
memorable and enjoyable dining experience.

8 Common Restaurant Complaints and Solutions That Win Customers

Whether you hear it firsthand or read it online, it doesn’t change the fact that your
restaurant will receive negative feedback from time to time. You also have a choice
about how to use that feedback. It can make you bitter, or it can make you better.

To help you manage common restaurant complaints and solutions, we’re tackling 8 of
the most prevalent gripes about food, service, and atmosphere. The common restaurant
complaints list includes:

Restaurant Customer Complaints About Food

● Food and beverages served at incorrect temperatures: Scalding hot entrees and
tepid water are a few things high on the list of customer turnoffs. Nearly 70% of
survey respondents report getting temps wrong ruins their dining experience.2
● Order mix-ups: During peak rush or sometimes just a team member mind slip,
serving the wrong entrée or having something go missing from an order leaves a
bad taste in the mouth of 62% of customers.2
● Perceived poor value/overpricing: Pricing can be ticklish. As an operator, you take
a number of factors into consideration to set price points. Customers approach
pricing subjectively. If the food presentation or eating experience didn’t live up to
their expectations for whatever reason, value may be called into question.

Restaurant Customer Complaints About Service

● Rude servers: Customers are easily exasperated with servers who have a
condescending tone, unkempt appearance, or indifferent attitude. The same
holds true for servers who make customers feel rushed to finish or leave. Lurking
around tables or clearing dishes before customers finish their meals isn’t efficient
— it’s uncomfortable.
● Long waits for seating/service: If it takes “forever” to be seated or served, expect
to hear about it from more than half of customers. Tables not ready for at least
15 minutes past reservations times? That grates on customers in equal measure.
 ● Inaccurate check calculation: Servers are human, and miscalculations can
happen although it’s a much more rare occurrence with tabletop and POS
technology. However, being presented with a check that has the wrong total gets
48% of customers upset.

Restaurant Customer Complaints About Atmosphere

● Untidiness: Any perception of uncleanliness is unacceptable, especially given the

heightened sensitivities around COVID-19. Dirty utensils and tables are the
number one customer complaint when it comes to untidiness, followed very
closely by restroom neatness and poor server hygiene or appearance.
Establishing simple Standard Operating Procedures tends to curtail problems.
● Poor positioning: Restaurant layouts that crowd tables together or perch diners in
undesirable locations (like near a kitchen service door) is fodder for customer
dissatisfaction. The general noise of table conversations and shuffling about of a
lot of customers in a confined space only add to the frustration, and will be a
major concern as restaurants re-open under pandemic restrictions.

Handling Restaurant Customer Complaints: 4 Best Practices

For the most part, irritated customers just want to be heard. Online or in-person, readily
acknowledging complaints and offering workable solutions goes a long way to repairing
what could be a strained relationship.

To rectify common customer complaints in restaurants, use these 4 best practices3:

● Listen: Give the customer your undivided attention

● Empathize: Express an understanding of why the situation would cause
frustration
● Apologize: Be sincere and respect the customer’s feelings
● Fix: Acknowledge and take full responsibility for the mistake and explain specific
next steps you’ll take to correct it

In general, addressing common restaurant complaints requires a proactive approach

and a commitment to customer satisfaction. By listening attentively, empathizing with
customers, offering sincere apologies, and providing tangible solutions, restaurants can
turn negative experiences into opportunities for improvement. Embracing feedback as a
catalyst for growth enables restaurants to build trust, loyalty, and a stronger reputation
in the industry.
Mise en Scene

"Mise-en-scène" is a term borrowed from French theater and film, which translates to
"placing on stage" or "setting in scene." In the context of the food and beverage industry,
mise-en-scène refers to the arrangement of elements within a dining establishment to
create a specific atmosphere, enhance the dining experience, and contribute to the
overall ambiance.

Mise en Place
"Mise en place" is a French culinary term that translates to "putting in place" or
"everything in its place." In the food and beverage industry, mise en place refers to the
preparation and organization of all ingredients, equipment, and tools needed for cooking
and service before the start of service.

Sequence of Service
The sequence of service refers to the structured process followed by restaurant staff to
deliver a seamless dining experience to guests from the moment they enter the
establishment until they leave. This sequence outlines the specific steps and
interactions that occur during the course of a meal, ensuring that guests receive
attentive and efficient service. Here's a discussion on the importance and elements of
the sequence of service:

● Greeting and Seating: The sequence of service typically begins with a warm
greeting as guests enter the restaurant. Hosts or hostesses welcome guests,
inquire about reservations, and guide them to their tables. It's crucial to make
guests feel welcomed and comfortable from the moment they arrive.
● Beverage Service: Once seated, guests are offered beverages, such as water and
drinks from the bar. Servers take drink orders promptly and deliver them to the
table, ensuring that glasses are kept filled throughout the meal.
● Menu Presentation and Order Taking: After guests have had a chance to settle in
and peruse the menu, servers present the menu, offer recommendations, and
take orders. They should be knowledgeable about the menu items, including
ingredients and preparation methods, to assist guests in making informed
choices.
 ● Food Preparation and Delivery: Once orders are placed, the kitchen staff
prepares the food according to the guests' specifications. Food should be
cooked to perfection and presented attractively. Servers then deliver the dishes to
the table in a timely manner, ensuring that each guest receives their meal
promptly and accurately.
● Table Maintenance: Throughout the meal, servers monitor the table and attend to
any needs that arise. This includes clearing empty plates, refilling water glasses,
and providing additional utensils or condiments as requested. Maintaining a
clean and organized table enhances the overall dining experience for guests.
● Checking In: Servers periodically check in with guests to ensure that they are
satisfied with their meals and address any concerns or requests they may have.
This demonstrates attentiveness and a commitment to guest satisfaction.
● Dessert and Coffee Service: If guests choose to indulge in dessert or coffee,
servers present the dessert menu, take orders, and deliver the items to the table.
Dessert and coffee service should be executed with the same level of care and
attention as the main meal.
● Final Check and Payment: Once guests have finished their meal, servers present
the check promptly and accurately. They should be prepared to process payment
efficiently and provide any necessary assistance with splitting checks or
processing payment methods.
● Farewell and Departure: As guests prepare to leave, servers bid them farewell
and express gratitude for their patronage. Providing a warm send-off leaves
guests with a positive lasting impression of their dining experience.

Overall, the sequence of service is essential for delivering exceptional hospitality and
ensuring that guests have a memorable dining experience. By following a structured
process and attending to guests' needs with care and attention to detail, restaurants
can cultivate loyalty and reputation for excellence.

Proper Taking of Order

Properly taking an order is a critical aspect of providing excellent service in the food and
beverage industry. It involves more than simply writing down the guest's choices; it
requires attentiveness, accuracy, and effective communication to ensure that guests'
preferences are accurately recorded and executed. Here's a discussion on the
importance and elements of properly taking an order:
● Active Listening: Properly taking an order begins with active listening. Servers
should give their full attention to the guest, listen attentively to their preferences,
and ask clarifying questions as needed to ensure a clear understanding of the
order.
● Menu Knowledge: Servers should have a thorough understanding of the menu,
including ingredients, preparation methods, and any special dietary
considerations. This allows them to provide accurate descriptions of menu items
and offer informed recommendations to guests.
● Clarifying Preferences: It's essential for servers to clarify any special requests or
modifications to ensure that the order is prepared to the guest's specifications.
This may include dietary restrictions, allergies, cooking preferences, or
substitutions.
● Taking Notes: Servers should take clear and accurate notes when recording
orders to avoid mistakes or misunderstandings. This may involve using
shorthand or abbreviations to capture specific details efficiently.
● Repeat Back: After taking the order, servers should repeat it back to the guest to
confirm accuracy. This gives the guest an opportunity to correct any mistakes or
omissions before the order is submitted to the kitchen.
● Timing: Proper timing is crucial when taking orders, especially during peak dining
hours. Servers should be attentive to guests' cues and avoid rushing them
through the ordering process. At the same time, they should strive to take orders
promptly to minimize wait times.
● Attention to Detail: Servers should pay attention to the details of each order,
including any special requests or modifications. This may involve noting specific
cooking temperatures, side dishes, or garnishes to ensure that the order is
prepared correctly.
● Communication with the Kitchen: After taking the order, servers should
communicate it accurately and promptly to the kitchen staff. This may involve
entering the order into a point-of-sale system or verbally conveying it to the
kitchen team.
● Following Up: Throughout the meal, servers should follow up with guests to
ensure that their orders are prepared to their satisfaction and address any
concerns or requests that arise. This demonstrates attentiveness and a
commitment to guest satisfaction.
● Accuracy and Efficiency: Ultimately, properly taking an order requires a
combination of accuracy and efficiency. Servers should strive to accurately
record orders while maintaining a brisk pace to ensure timely service for guests.
In summary, properly taking an order is a fundamental aspect of providing excellent
service in the food and beverage industry. By listening attentively, clarifying preferences,
taking accurate notes, and communicating effectively with the kitchen, servers can
ensure that guests' orders are prepared to their satisfaction and contribute to a positive
dining experience.

Service of Water

The proper way of serving, including the service of water and basic table setup, is
crucial in the food and beverage industry to ensure a positive dining experience for
guests. It is a fundamental aspect of dining etiquette and hospitality in the food and
beverage industry.
● Water should always be served from the right hand side.
● The water glass should be filled an inch from the top
● A serviette should be used to aid the service of water and prevent any drops from
falling on the table.

Basic Table Set up

A basic table setup refers to the arrangement of essential items on a dining table to
accommodate guests comfortably and facilitate the meal service. A basic table setup is
the foundation of a positive dining experience for guests, as it sets the stage for
comfortable and efficient meal service. The arrangement of essential items on the
dining table is carefully orchestrated to ensure that guests have everything they need
within easy reach and that the meal service can proceed smoothly.

Placement of Plates:

● The dinner plate is typically centered in front of each chair, approximately

one inch from the edge of the table. Ensure that plates are clean, free of
smudges or fingerprints, and properly warmed if necessary.
​
​ Arrangement of Utensils:
● Utensils are arranged in the order of use, from the outside in. The basic
setup includes a dinner fork, dinner knife, and spoon. Additional utensils
may be added for specific courses, such as a salad fork or soup spoon.
 ● The dinner fork is placed to the left of the dinner plate, while the dinner
knife is placed to the right. The cutting edge of the knife should face the
plate. If a soup spoon is required, it is placed to the right of the knife.
● If additional utensils are needed, such as a salad fork or dessert spoon,
they are placed outside of the dinner fork and spoon, respectively.
​
​ Positioning of Glassware:
● Glassware is typically placed above the knives, slightly to the right. The
water glass is positioned directly above the dinner knife, with other
glasses arranged to the right or left as needed.
● If wine is being served, wine glasses are placed to the right of the water
glass, with the red wine glass placed closer to the water glass and the
white wine glass positioned slightly further away.
​
​
​
​ Napkin Placement:
● Napkins can be folded and placed either to the left of the forks or on the
dinner plate. Alternatively, napkins may be presented in a folded or rolled
form within a napkin ring at each place setting.
​
​ Additional Items:
● Condiments such as salt and pepper shakers may be placed in the center
of the table for communal use. Individual butter dishes or bread baskets
may also be provided, typically placed between pairs of guests or at the
center of the table if serving family-style.
​
​ Decorative Elements:
● While not essential for functionality, decorative elements such as flowers,
candles, or table runners may be added to enhance the aesthetic appeal of
the table setup. These items should be low-profile to allow for easy
conversation across the table.
​
​ Uniformity and Consistency:
● It's essential to maintain uniformity and consistency in the placement of
plates, utensils, and glassware across all table settings. This ensures a
cohesive and polished appearance that reflects positively on the
restaurant's attention to detail and professionalism.
By following these guidelines for the setup of plates, utensils, and other essential items
on a dining table, restaurants can create an inviting and well-organized dining
experience for their guests.

Activity 1 - Mock Service

A mock service activity is a simulated practice session conducted in a controlled
environment to train and prepare restaurant staff for real-world service scenarios. This
activity allows staff members to practice their roles, test their skills, and identify areas
for improvement in a low-pressure setting before serving actual guests. Here's a
discussion on the importance and benefits of mock service activities:

Training and Skill Development: Mock service activities provide valuable training
opportunities for restaurant staff, allowing them to practice various aspects of service,
such as greeting guests, taking orders, delivering food and beverages, and handling
customer inquiries and complaints. This hands-on experience helps staff members
develop and refine their skills in a supportive environment.

Team Building: Mock service activities encourage teamwork and collaboration among
restaurant staff. By working together to simulate different service scenarios, staff
members can learn to communicate effectively, coordinate tasks, and support each
other to deliver a seamless dining experience.

Confidence Building: Participating in mock service activities helps build confidence

among restaurant staff, especially those who are new to the job or less experienced in
customer service roles. By practicing their roles and receiving feedback from trainers
and peers, staff members can gain the confidence they need to perform effectively in
real-world service situations.

Problem-Solving Skills: Mock service activities often include simulated challenges and
scenarios designed to test staff members' problem-solving skills. By encountering and
resolving common service issues in a controlled setting, staff members can develop
critical thinking abilities and learn how to handle unexpected situations with poise and
professionalism.

Quality Assurance: Mock service activities allow restaurant managers and trainers to
assess staff performance and identify areas for improvement. By observing staff
members in action, managers can evaluate service standards, adherence to procedures,
and overall customer satisfaction to ensure that the restaurant meets its quality
objectives.

Feedback and Coaching: Following mock service activities, trainers and managers can
provide constructive feedback and coaching to staff members based on their
performance. This feedback helps staff members understand their strengths and
weaknesses, set goals for improvement, and receive guidance on how to enhance their
skills and capabilities.

Preparation for Real-World Scenarios: By simulating realistic service scenarios, mock

service activities help prepare restaurant staff for the challenges and demands of actual
service situations. Staff members can familiarize themselves with the restaurant layout,
equipment, and procedures, allowing them to perform more confidently and effectively
when serving real guests.

Continuous Improvement: Mock service activities are not just a one-time exercise but
an ongoing process of learning and improvement. By regularly conducting mock service
sessions and incorporating feedback into training programs, restaurants can continually
enhance the skills and performance of their staff, leading to higher levels of customer
satisfaction and loyalty.

Scenarios:

Here are several scenarios along with suggestions on how to orchestrate them for your
mock service activity:

Greeting and Seating:

Scenario: A group of guests arrives at the restaurant and requests a table for four. One
member of the party has a dietary restriction and asks about available options.

Orchestration: Assign roles to staff members to play the roles of guests and servers.
Have one staff member play the role of the host/hostess, greeting the guests, asking
about their preferences, and guiding them to an appropriate table. Another staff
member can play the server, answering questions about the menu and accommodating
the guest's dietary restriction.
Taking Orders:

Scenario: Guests at a table have questions about the menu items and ask for
recommendations. One guest orders a dish with specific modifications, such as no
onions or extra sauce.

Orchestration: Assign roles to staff members to play the roles of guests and servers.
Have one staff member play the role of the server, taking orders from the guests and
accurately recording their preferences. Encourage the server to ask clarifying questions
about modifications and communicate any special requests to the kitchen staff.

Food Preparation and Delivery:

Scenario: The kitchen receives an order for a table with a variety of dishes, including
appetizers, entrees, and desserts. The server needs to coordinate the timing of the
dishes to ensure they are served promptly and at the correct temperature.

Orchestration: Assign roles to staff members to play the roles of kitchen staff and
servers. Have one staff member play the role of the expediter, coordinating the timing of
the dishes and ensuring they are plated and delivered to the correct table in a timely
manner. Encourage communication between the kitchen and service staff to avoid
delays and ensure smooth execution.

Handling Customer Inquiries and Complaints:

Scenario: A guest expresses dissatisfaction with their meal, stating that it is overcooked
and not as described on the menu. They request a replacement dish or a refund.

Orchestration: Assign roles to staff members to play the roles of guests and servers.
Have one staff member play the role of the server, listening attentively to the guest's
concerns, apologizing for the inconvenience, and offering solutions such as replacing
the dish or adjusting the bill. Encourage staff members to remain calm, empathetic, and
proactive in resolving the issue to the guest's satisfaction.

Final Check and Payment:

Scenario: After finishing their meal, guests request the check and indicate that they
would like to split the bill between multiple credit cards.
Orchestration: Assign roles to staff members to play the roles of guests and servers.
Have one staff member play the role of the server, presenting the check promptly and
accurately and assisting the guests with splitting the bill as requested. Encourage staff
members to handle payment transactions efficiently and courteously, thanking the
guests for their patronage and inviting them to return.

Criteria for Evaluation:

Customer Interaction: How effectively did the trainee engage with customers? Did they
greet guests warmly, listen attentively to their needs, and communicate clearly and
professionally?

Product Knowledge: Did the trainee demonstrate a thorough understanding of the menu
items, including ingredients, preparation methods, and special dietary considerations?
Were they able to provide accurate descriptions and recommendations to guests?
Attention to Detail: How well did the trainee handle details such as taking accurate
orders, recording special requests, and coordinating the timing of dishes? Did they
demonstrate attention to detail in their interactions with guests and colleagues?

Problem-Solving Skills: How effectively did the trainee handle challenges or unexpected
situations that arose during the mock service activity? Did they demonstrate
adaptability, creativity, and resourcefulness in finding solutions to problems?

Teamwork and Communication: How well did the trainee collaborate with colleagues
and communicate with the kitchen staff, expediter, and other team members? Did they
demonstrate effective communication skills and a willingness to support their
teammates?

Rating Scale:

5 - Excellent: The trainee consistently exceeded expectations in all areas,

demonstrating exceptional customer service skills, product knowledge, attention to
detail, problem-solving abilities, and teamwork.

4 - Good: The trainee performed well in most areas, demonstrating competence and
proficiency in customer interaction, product knowledge, attention to detail,
problem-solving, and teamwork.
3 - Satisfactory: The trainee met expectations in some areas but may have
demonstrated areas for improvement in others. They showed adequate customer
interaction, product knowledge, attention to detail, problem-solving, and teamwork.

2 - Needs Improvement: The trainee showed inconsistency or weaknesses in several

areas, requiring further development and refinement of skills related to customer
interaction, product knowledge, attention to detail, problem-solving, and teamwork.

1 - Unsatisfactory: The trainee failed to meet expectations in most or all areas,

demonstrating significant deficiencies in customer service skills, product knowledge,
attention to detail, problem-solving, and teamwork.

Feedback and Comments:

Provide specific feedback and comments for each criterion, highlighting strengths and
areas for improvement.
Offer constructive suggestions for how the trainee can enhance their performance and
continue to develop their skills.
Encourage the trainee to reflect on their experience, identify areas for growth, and set
goals for improvement in future training sessions.

Upselling & Suggestive selling

Upselling and suggestive selling are both sales techniques used in the food and
beverage industry to increase revenue and enhance the guest experience. While they
share similarities, they differ in their approach and execution. Let's discuss each in
detail:

Upselling:

● Upselling involves persuading a customer to purchase a more expensive or

premium item or to add additional items to their order. The goal of upselling is to
increase the overall value of the transaction.
● Examples of upselling in a restaurant setting may include suggesting a
higher-priced wine or cocktail, recommending premium menu items or specials,
or encouraging guests to add appetizers, side dishes, or desserts to their order.
 ● Upselling techniques may involve highlighting the benefits or features of
premium items, offering personalized recommendations based on the
customer's preferences, or creating appealing product bundles or promotions.
● Effective upselling requires attentive listening to the customer's needs and
preferences, building rapport and trust, and making relevant and compelling
recommendations that enhance the guest experience without being pushy or
intrusive.

Suggestive Selling:

● Suggestive selling involves making suggestions or recommendations to

customers based on their preferences, needs, or interests. The goal of suggestive
selling is to enhance the guest experience by offering relevant and personalized
recommendations.
● Examples of suggestive selling may include recommending popular or signature
dishes, suggesting complementary items to accompany a main course, or
offering alternatives or substitutions based on dietary restrictions or preferences.
● Suggestive selling techniques may involve engaging in conversation with the
customer to understand their preferences, asking open-ended questions to
uncover opportunities for upselling, and making tailored recommendations that
align with the customer's tastes and preferences.
● Effective suggestive selling requires product knowledge, empathy, and the ability
to anticipate and respond to the customer's needs and preferences in a proactive
and attentive manner.

In summary, while both upselling and suggestive selling aim to increase revenue and
enhance the guest experience, they differ in their approach and focus. Upselling focuses
on persuading customers to purchase more expensive or additional items, while
suggestive selling focuses on offering personalized recommendations based on the
customer's preferences and needs. By employing both techniques strategically and
ethically, restaurants can maximize sales opportunities while providing exceptional
service to guests.

Handling Situations

Handling situations in the food and beverage industry involves effectively managing
various scenarios that may arise during service to ensure the satisfaction of guests and
the smooth operation of the establishment. Here are several types of situations that
restaurant staff may encounter, along with strategies for handling them:

1. Customer Complaints:

Situation: A guest expresses dissatisfaction with their meal, service, or overall

experience.
Handling Strategy: Listen attentively to the guest's concerns, apologize sincerely
for any inconvenience, and offer solutions to address their issues. Empathize
with the guest's perspective, and take proactive steps to resolve the problem
promptly and to their satisfaction.

2. Food Allergies or Dietary Restrictions:

Situation: A guest informs the server of a food allergy or dietary restriction.

Handling Strategy: Take the guest's dietary requirements seriously and
communicate them clearly to the kitchen staff. Offer alternatives or
modifications to accommodate the guest's needs, and ensure that their meal is
prepared safely and without cross-contamination.

3. Slow Service or Long Wait Times:

Situation: Guests experience delays in receiving their food or beverages or

encounter long wait times for seating.
Handling Strategy: Apologize for the delay and provide updates on the status of
their order or table availability. Offer complimentary items or discounts as a
gesture of goodwill, and take steps to expedite service and minimize future wait
times.

4. Payment Issues:

Situation: Guests encounter problems with their bill, such as discrepancies in

pricing or difficulty processing payment.
Handling Strategy: Address the issue promptly and professionally,
acknowledging any mistakes and rectifying them as needed. Provide clear
explanations and assistance with payment options, and ensure that the guest's
concerns are resolved satisfactorily before they leave.
 5. Disruptive or Difficult Guests:

Situation: Guests exhibit disruptive behavior or make unreasonable demands,

causing discomfort or inconvenience to other patrons or staff.
Handling Strategy: Remain calm and composed, and address the situation
discreetly and tactfully. Politely but firmly enforce restaurant policies and
guidelines, and take appropriate measures to de-escalate the situation or remove
the guest from the premises if necessary.

6. Equipment Malfunctions or Service Interruptions:

Situation: Equipment in the kitchen or dining area malfunctions, causing delays

or disruptions in service.
Handling Strategy: Act quickly to assess the situation and minimize the impact
on guests. Communicate openly and transparently with guests about the issue,
and offer alternatives or solutions to ensure that their experience is not unduly
affected.

7. Emergency Situations:

Situation: An emergency, such as a fire, medical incident, or severe weather

event, occurs during service.
Handling Strategy: Follow established emergency protocols and procedures to
ensure the safety and well-being of guests and staff. Remain calm and focused,
and provide clear guidance and assistance to evacuate the premises or seek
appropriate assistance as needed.

Overall, effective handling of situations in the food and beverage industry requires quick
thinking, empathy, and professionalism. By anticipating potential challenges and having
protocols in place to address them, restaurant staff can maintain a positive guest
experience and uphold the reputation of the establishment.

Dealing with difficult customers

Dealing with difficult customers is an inevitable part of working in the food and
beverage industry. Whether due to dissatisfaction with their meal, service, or other
issues, customers may exhibit challenging behavior that can test the patience and
professionalism of restaurant staff. Here are some strategies for effectively handling
difficult customers:

​ Remain Calm and Composed:

● Stay calm and composed, regardless of the customer's behavior or
attitude. Avoid reacting emotionally or becoming defensive, as this can
escalate the situation further.
​ Listen Attentively:
● Listen attentively to the customer's concerns and grievances. Let them
express their frustrations without interruption, and demonstrate empathy
by acknowledging their feelings and validating their experience.
​
​ Empathize and Apologize:
● Express empathy for the customer's situation and apologize sincerely for
any inconvenience or dissatisfaction they may have experienced. Even if
the issue was not directly caused by the restaurant, offering a genuine
apology can help diffuse tension and show that their concerns are being
taken seriously.
​
​ Stay Professional:
● Maintain a professional demeanor and refrain from engaging in arguments
or confrontations with the customer. Keep interactions courteous and
respectful, even if the customer becomes agitated or hostile.
​
​ Offer Solutions:
● Take proactive steps to address the customer's concerns and find
solutions to resolve the problem. Offer alternatives or accommodations
that demonstrate a willingness to rectify the situation and satisfy the
customer's needs.
​
​ Involve Management if Necessary:
● If the situation escalates or if you are unable to resolve the issue
satisfactorily on your own, involve a manager or supervisor for assistance.
They may have additional authority or resources to address the customer's
concerns and ensure a positive resolution.
​
​ Set Boundaries:
 ● While it's important to be accommodating and responsive to customer
needs, it's also essential to set boundaries and maintain a safe and
respectful environment for staff and other guests. Firmly but politely
enforce restaurant policies and guidelines as needed.
​
​ Follow Up:
● After the situation has been resolved, follow up with the customer to
ensure that they are satisfied with the outcome and to thank them for their
patience and understanding. This demonstrates a commitment to
customer service and can help rebuild trust and goodwill.
​
​ Learn and Improve:
● Use difficult customer interactions as learning opportunities to identify
areas for improvement in service, communication, or other aspects of the
guest experience. Share feedback and insights with colleagues and
management to prevent similar issues from arising in the future.

By approaching difficult customer situations with patience, empathy, and

professionalism, restaurant staff can effectively manage conflicts and maintain a
positive guest experience, even in challenging circumstances.

Activity 2 - Mock Service

Objective: By orchestrating these scenarios during your mock service activity, you can
provide valuable training opportunities for staff members to practice handling various
situations, including upselling, suggestive selling, and dealing with difficult customers.
Encourage staff members to approach each scenario with professionalism, empathy,
and problem-solving skills to ensure a positive guest experience.

​ Scenario: Upselling and Suggestive Selling

● Description: A group of guests is seated at a table and peruses the menu.
They express interest in trying something new and ask the server for
recommendations.
● Orchestration: Assign roles to staff members to play the roles of guests
and servers. Have the server approach the table and engage in
conversation with the guests, asking open-ended questions to understand
their preferences. The server can then suggest popular or signature
 dishes, highlight premium menu items, and recommend complementary
drinks or side dishes to enhance their dining experience.
​
​ Scenario: Handling Difficult Customers
● Description: A guest becomes increasingly agitated after receiving their
meal, claiming that it does not meet their expectations and demanding a
refund.
● Orchestration: Assign roles to staff members to play the roles of guests
and servers. Have one staff member play the role of the difficult customer,
expressing dissatisfaction with their meal in a loud and confrontational
manner. The server should remain calm and composed, listen attentively
to the guest's concerns, and apologize sincerely for any inconvenience.
The server can then offer alternatives, such as replacing the dish or
adjusting the bill, while ensuring that restaurant policies and guidelines are
followed.
​ Scenario: Handling Situations
● Description: A guest accidentally spills their drink on the table, causing a
disruption and inconvenience to surrounding guests.
● Orchestration: Assign roles to staff members to play the roles of guests
and servers. Have one staff member play the role of the guest who spills
their drink, expressing embarrassment and concern. The server should
approach the table promptly, assess the situation, and provide assistance
in cleaning up the spill. Meanwhile, other staff members can address
nearby guests to ensure their comfort and offer assistance if needed.

Cross-Training and Teamwork

Cross-training and teamwork are essential components of a successful and efficient

operation in the food and beverage industry. Let's discuss each concept in detail:

​ Cross-Training:
● Definition: Cross-training involves teaching employees to perform tasks or
duties outside of their primary roles or areas of expertise. This allows staff
members to acquire a diverse set of skills and knowledge, making them
more versatile and adaptable to different situations.
● Benefits:
● Enhanced Flexibility: Cross-trained employees can fill in for
colleagues during busy periods, staff shortages, or unexpected
 absences, helping to maintain smooth operations and prevent
disruptions.
● Improved Efficiency: By having a broader skill set, employees can
perform a wider range of tasks and responsibilities, reducing the
need to rely on specialized staff for specific tasks and streamlining
workflow processes.
● Increased Employee Engagement: Offering opportunities for
cross-training can boost employee morale and motivation by
providing them with new challenges and learning experiences. It
also demonstrates a commitment to their professional
development and career advancement within the organization.
● Examples: Cross-training opportunities may include teaching servers to
assist with bartending duties, training kitchen staff to handle
front-of-house responsibilities such as greeting guests or taking orders, or
instructing managers to oversee different areas of the restaurant
operation.
​
​ Teamwork:
● Definition: Teamwork refers to the collaborative effort of individuals
working together towards a common goal or objective. In the food and
beverage industry, effective teamwork is essential for delivering
exceptional service, maintaining operational efficiency, and fostering a
positive work environment.
​
● Benefits:
● Improved Communication: Effective teamwork relies on open and
transparent communication among team members, allowing them
to share information, coordinate tasks, and resolve issues
efficiently.
● Enhanced Productivity: By pooling their skills, knowledge, and
resources, team members can accomplish tasks more quickly and
effectively than they could individually, leading to increased
productivity and performance.
● Greater Innovation: Collaboration among team members can lead
to the generation of new ideas, approaches, and solutions to
challenges, fostering innovation and continuous improvement
within the organization.
● Examples: Examples of teamwork in the food and beverage industry
include kitchen staff working together to prepare and plate meals
 efficiently, servers coordinating with each other to deliver orders to the
correct tables, and managers leading and supporting their teams to
ensure smooth operations during busy periods.

In summary, cross-training and teamwork are integral aspects of a successful and

high-performing team in the food and beverage industry. By providing opportunities for
employees to develop diverse skills and fostering a culture of collaboration and
cooperation, organizations can enhance operational efficiency, improve employee
satisfaction, and deliver exceptional service to guests.

Activity 3 - Simulation Exercises

Simulation exercises focusing on front-of-house operations involve creating realistic

scenarios that mimic the daily challenges and responsibilities faced by staff working in
customer-facing roles such as hosts/hostesses, servers, and bartenders. These
exercises provide valuable hands-on training opportunities for staff to practice their
skills, refine their techniques, and enhance their ability to deliver exceptional service to
guests. Here's a discussion on how to conduct simulation exercises and an example
activity:

Objective:

By conducting simulation exercises focusing on front-of-house operations,

organizations can provide staff with valuable hands-on training experiences that
enhance their skills, confidence, and ability to deliver exceptional service to guests.
These activities also foster teamwork, communication, and problem-solving skills,
contributing to a high-performing and customer-focused work environment

​
​ Setting the Stage:
● Identify key front-of-house operations and scenarios to simulate, such as
greeting guests, taking orders, handling payments, managing reservations,
and resolving customer complaints.
● Create a simulated restaurant environment that replicates the layout,
ambiance, and workflow of a real restaurant, including tables, chairs, place
settings, menus, and POS systems.
● Assign roles to participants based on their job responsibilities, ensuring
that each staff member has an opportunity to practice relevant tasks and
interactions.
​
​ Facilitating the Simulation:
● Introduce the scenario to participants and provide any necessary
background information or instructions.
● Encourage participants to immerse themselves in their roles and respond
authentically to the simulated situation, interacting with colleagues and
customers as they would in a real-world setting.
● Observe and evaluate participants' performance, providing constructive
feedback and guidance on areas for improvement.
● Debrief after each simulation exercise to discuss lessons learned, share
best practices, and identify strategies for addressing challenges or issues
encountered during the simulation.
​
​ Activity:
● Scenario: Greeting and Seating Guests
● Description: Participants will role-play as host/hostesses
responsible for greeting and seating guests at the restaurant. The
scenario will involve managing a busy dining room, handling
reservation requests, and accommodating walk-in guests.
● Materials: Tables, chairs, reservation book or system, host/hostess
station, guest seating chart, simulated guest profiles.
● Instructions:
​ Participants will be divided into pairs or small groups, with
one participant assigned as the host/hostess and the
other(s) as guests.
​ The host/hostess will be provided with a list of reservations
and walk-in guests, along with instructions on how to
manage seating assignments and accommodate special
requests.
​ The guests will be given specific preferences or scenarios to
role-play, such as dietary restrictions, special occasions, or
preferences for seating location.
​ Participants will engage in the simulation, with the
host/hostess greeting and seating guests according to their
assigned roles and responsibilities.
​ After the simulation, participants will debrief to discuss their
experiences, identify successful strategies, and receive
feedback on their performance from facilitators and peers.