Lessons TODAY

Basic Food & Beverage

Service knowledge

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Learning outcome:

Basic Food & Beverage Service

• Understanding Service to guest
• Communication
• Type of Guest
• Greeting and seating the guest
• General Rules in Service
• Food service procedure
• Presenting Menu
• Standard clearing of tables
• Telephone etiquette

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 SERVICE EXPERIENCE

The Good & The Bad

A good service is defined on the character of the

server. And the characteristics of a good server
are as follows;

1. Approachable
2. Hospitable
3. Knows the Menu
4. Caring
5. Patient
6. Flexible
7. Helpful
8. Polite
9. Well groomed
10. Enthusiastic
11. Willing to Learn
12. A Team Player
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 PRINCIPLES OF
HOSPITALITY

1. GREET EVERY GUEST WITH A SMILE AND THANK THEM

AS THEY LEAVE
2. SPEAK TO GUEST IN A WARM, CORTEOUS MANNER
AND WITH CONFIDENCE
3. ANTICIPATE GUEST NEEDS AND BE EMPOWERED IN
RESPONDING TO IT
4. BE KNOWLEDGEABLE AND BE PRODUCTIVE
5. L.E.A.R.N. IN ORDER TO DEAL WITH UPSET GUESTS

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 COMMUNICATION

BODY LANGUAGE -Is any that others can see or hear and interpret,
including facial expressions, posture, hand gestures and noises.
ACTIONS -Is something that you do or say you are going to do.
STATEMENTS -Are the words you use, a combination of what
you say and how you say it.

Know the Three V’s

1. Vocal - 36 % of the message
2. Verbal - 7 % of the message
3. Visual - 57 % of the message
In the process of communication usually people will be focused on your
voice inflection and your body language that some will miss your
actual verbal instructions.
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 HOSPITABLE BODY
LANGUAGE
1. SMILE- A smile is a universal gesture of hospitality. A warm, genuine,
sincere smile can never be misunderstood.
2. EYE CONTACT- Maintaining appropriate eye contact with people tells
them you are honest, sincere, and genuinely interested in what they are
saying. Be careful not to stare! Negative forms include. Staring, rolling
eyes, scowling.
3. EXPRESSIONS- Each person have their own unique mix of facial
expressions. Raised eyebrows is one tell tale sign of excitement. Make
sure your face is telling the right story! Negative expressions include lip
curls, frowns, and scrunched noses.
4. POSTURE/STANCE- Good posture conveys confidence and interest.
Stand straight not stiff. Stand in one place and be sure footed. Avoid
shifting weight or swaying. Hands on hips or folded in front of you send
negative messages.

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6. GESTURE- Hand movement is a great way to add animation to your
conversation. Also when you’re out of voice range or on the phone, you
can use hand movements to wave or make acknowledgements.
Be aware of distracting mannerism such as “hand washing” or “jig leaf”,
“keep your hands out of your pockets and avoid pointing.

6. GROOMING STANDARDS- your personal hygiene and attire have a

tremendous impact on the way you are perceived, as well as on your
credibility.

7. TONE OF VOICE- This one isn’t really body language, but it’s so closely
related, we had to include it. The point is, how you say something is just
as important as what you say. Just as your body language affects how
your message is interpreted, so does your tone of voice. Be enthusiastic,
concerned, positive, and sympathetic - whatsoever the situation calls for.

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 THE IMPORTANCE OF
SERVICE
• Guest service is the most important part of the Hospitality
Industry. They want to be served by people who are
interested in them and give good service.

• The higher the standards of the outlet or Restaurant the

more the guests will expect or demand from the style of
service and the service staff.

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 What is Service?

• In the food service industry service is

defined by two words:

1. Competency and
2. Friendliness

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1. Competency :

Competency, can be defined as serving food and drinks in the correct

manner to the guest. As competent service person has the ability,
knowledge and skills to serve guests efficiently and pays attention to
details.
Competent service is often unnoticed, but it results in a good feeling about
the restaurant by the guest.

Examples:

-the service person knows who gets each order without

asking the guests.

-the service person removes one course before serving

the next.

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• Competent service happens in a restaurant when
guests never have to ask for anything.

• Many times guests do not realize they have received

competent service until they left the outlet.

• The service person does everything correctly

without the guests realize it.

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2. Friendliness :

In addition to being competent, service staff must also

be friendly. Friendliness is as important as
competency. Service staff should be able to make the
guests feel welcome in the restaurant.

However, service staff must not be:

1. overfriendly or too familiar with guests

2. be obtrusive (noticeable in an unpleasant way)

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 What is excellent service?

To provide excellent service to their guests, serving staff

should combine competency with friendliness in order
to satisfy their guests and make them happy.

Friendly & Competency = Excellent

Service

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 CUSTOMER REMEMBER

“A good server can save a bad meal, but a

good meal can’t save a bad server.”

“ Excellent Service is what differentiates

restaurants in today’s saturated marketplace.
We are not selling just food in the restaurants;
we are selling a pleasant experience.”

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 CHECKLIST FOR GOOD SERVICE

A good exercise would be to have servers ask these questions of

them, to see where they stand in terms of good service:

1. Do I know the menu thoroughly? Do I know beverages?

2. Do I always wear a smile?
3. Do I use the proper food accompaniments?
4. Do I see that water glasses are constantly filled and iced?
5. Do I serve food and beverages properly?
6. Do I make guest feel welcome? Am I alert to their needs?
7. Do I keep guest tables in order through the whole meal?
8. Do I check back at least twice during the meal to see that everything is
fine?
9. Do I walk and work with confidence?
10. Do I show pride in my job?
11. Do I have knowledge necessary to answer other questions guests may
have about the restaurant and hotel?

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 How can we give excellent service?

1. personal attention
2. showing interest (inquire how they feel)
3. Addressing the guest’s names
4. Remembering their favorite dishes, drinks, tables, etc.
5. Remember their birthday
6. By doing something special for special occasions (play special music, offer
flowers or fruit, for birthdays, anniversaries, weddings, etc.)
7. Observe all situations, solve problems before they happen
8. Thank the guests for patronizing the outlet
9. Go beyond guests expectations
10. Anticipate the guests needs
11. Keep an eye contact
It is the little extra attention the management and service staff gives to
their guests that make the difference.

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 Reasons to provide good service

1. Guests enjoy talking about their experiences at a

restaurant. They like to talk to their friends about good
service, and they love to tell their friends about poor
service.
2. Ninety-six percent of unhappy guests never complained
about impolite or unfriendly service.
3. Ninety percent or more of those dissatisfied with the
service will not come back.
4. Each of those dissatisfied guests will tell their stories to at
least nine other people.
5. Thirteen percent of those former guests will tell more than
20 other people. This is called word of mouth.

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6. Word of mouth has more effect on business at a food
service outlet than any other factor.
7. This is because people like to ask other people where
to find a good place for eating.
8. They trust recommendations from a friend rather than
trusting advertising.
9. Recommendations are the best type of promotion for a
business and negative reports are the worst.
10. As dissatisfied guests tell their friends about their
negative experience it will affect the restaurant’s
business considerably.

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THE IMPACT OF NEGATIVE WORD OF MOUTH PUBLICITY

For 100 Guests NEGATIVE WORD OF MOUTH PUBLICITY

10 Served Poorly but never Complained

90 Will Return 10 Never Return

Each Tell 20 Friends about Poor Service 10 x 20 = 200

10 People Report the Story to 30 of Their Friends
10 x 30 = 300

10 Negative Guests Create 500 Negative Word-of-Mouth

Publicity www.lrjj.cn
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1.The hurried guest
Expectation: Fast service

Action: order should be taken immediately; suggestion of

items which can be prepared quickly; inform kitchen;
don’t waste time talking

2. The Weight Watcher

Expectation: dishes that are low in calories

Action: suggestion of items which contain little fat or

sugar; but only if guests asks.

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3. The guest with dietary needs
Expectation: correct preparations

Action: advice ingredients and cooking methods; if

requested give kitchen special instructions

Examples: Diabetes-no sugar

High blood pressure-no fat, no salt or
low salt

Allergy-no dairy products or shellfish

Vegetarian-no meat dishes
Muslims-no pork
Hindus-no beef
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4. The senior guest
Expectation: service not too fast; extra table

assistance, food that is easy to digest

Action: slower service, conversation

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5. Children

Expectation: fast service, entertainment

Action: seat at higher chair or use cushion, remove

sharp utensils and long stemmed glassware,
provide extra napkins, offer simple, familiar finds
which are price competitive; keep entertained
while food is being prepared; serve before parents,

if delay in preparing, serve breadsticks or crackers;

bend down to children’s level when talking to them
and ask their names

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6. The foreign guest
Expectation: local dishes
Action: translation, explanation and
suggestions of local dishes

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 BASIC SERVICE

1. Greeting and Seating the Guest

2. Present the Menu
3. Order Taking Procedure
4. Serving
5. Standard of Clearing the tables and collecting
plates
6. Re-set up a table

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 GREETING AND SEATING THE GUEST

1. Approach the guest at once at the reception area

2. Never leave the guest unattended no matter how busy the restaurant is
3. Greet the guest by saying “Good morning Sir/Madam, May I help you?”
4. If you recognize the guest, address the guest by name, “Good morning,
Mr. Xxx, Great to see you again” or something similar to please the guest
5. If the guest has a booking, show the guest to the table by saying, “Would
you mind to come this way?” or “May I show you the way” etc.
Remember that eye contact and gestures are very important
6. While you are showing the way, do not walk in your own path without
considering the guest speed
7. Pull the chair for the guest’s convenience and seat him
8. Unfold the napkin and ask for the first drink

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 PRESENT THE MENU

Greet the guest and offer the drink, it will depend on

the meal period , be quick since most of the people
have not much time.
For lunch and dinner, people like to settle down first
Open the menu and present it at the right hand side of
the guest
Before presenting the menu, say “May I present the
menu”
Never forget to present the menu to ladies first
Do suggest the special on the menu before
leaving the guest alone.

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 THE MENU
STANDARD MENU
Appetizers
Soups
Salads
Pasta
Main Course
Dessert
Coffee Menu
SET MENU
Salad
Soup
Main Course
Desert
Coffee
BUFFET MENU

LAURIAT MENU www.lrjj.cn

 ORDER TAKING PROCEDURE

1. Approach the table to take the order with a pleasant smile and
ask if the guest is ready to order

2. Take the order in a table plan. This is an advantage when the

food is ready to serve. The servers can serve according to the
table plan, this is particularly useful when the table is occupied
by many people

3. Begin with the guest next to the host or hostess, if one can be
determined and take the order first of the women at the table,
then the men, then the host last

4. Make eye contact with each guest and smile when taking the
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5. Repeat the order and make sure to write any special
requests, like without sauce, without dressings, rare,
etc.
6. Thank the guest for the order
7. All food and beverage should be written down clearly
in the order slip separately with proper abbreviation and
good hand writing to avoid misunderstandings
8. Remember that the copy for the cashier must be placed
at the cashier counter
9. Pass the order to the kitchen or bar immediately. A
delay in the ordering will delay the service.

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 SERVING

1. All food items will be presented on dishes from which they will
be eaten (with the exception of some sauces & dressing and
the order of service)
2. Bread and butter are the first items on the table so that the
guest is occupied while waiting
3. Before you serve the guest, make sure that the appropriate
cutlery has been placed
4. Minimize waiting time (from pick up in the kitchen to the table)
in order to keep the food as hot as possible
5. Tell the guest, “Please enjoy your meal”

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6. Beverage service is done always before the
food service, and always from the right
7. Always pour the beer and the mixer and
remove the empty bottle
8. Food service is done on the RIGHT
9. During the service, always refill the glass and
offer a second or third drink if needed
10.Suggest the wine.

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 STANDARD OF CLEARING THE TABLES AND
COLLECTING THE PLATES

1. Before taking anything away from the table, make sure that all the
people on that table are finished eating. Then ask permission by
asking, “May I clean the table?” with appropriate use of hand signals

2. When you start cleaning, start with the lady and work clockwise. Take
out the plates always from the right

3. Always clean the plates of the same size together- bigger plates before
the smaller plates to ensure stability

4. When clearing away the dishes, remember to clean the cutlery as well

5. When clearing the main course, remember all the side plates and
breads must be removed as well

6. After cleaning all the dishes from the table, remember to present the
dessert menu to the guest and ask if he would like coffee or tea with the
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 BILLING PROCEDURE

1. At the end of the meal, prepare the check, double check the total.
All the checks are to be presented to the guest requesting them,
whether that guest is the host or not

2. When the guest ask for his check, it is to be given to him inside the
check folder on the right hand side

3. While the guest is reading his bill, wait at some distance where the
server can answer immediately any question he may raise

4. If the guest feels that you have made error on the check, review
carefully with the guest all the items ordered and the prices. If there
is still a problem, ask the manager or supervisor to assist at once.
Never argue with the guest

5. Remember to say “thank you” and invite the guest to return after
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 RE-SET UP A TABLE

1. When the guest leaves, make sure that there is

nothing left behind. Put the chairs back to its
proper place
2. Use a tray to clean all things on the table, then
use a clean cloth to clean the table top and
ensure that the table and chairs are tidy
3. Make sure that all the appropriate equipment is
in good order

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 CLEARING THE TABLE BETWEEN COURSES

1. Used silverware is replaced with necessary silverware

needed for the next course.
2. When removing dishes, care should be taken to remove
cracker wrappers, stir sticks, soiled cocktail napkin, etc.
De-crumbing can be done if necessary.
3. After the entrée course, everything should be cleared
from the guest, leaving only the following items on the
table:
 Water glass
 Teaspoon (for coffee later)
 Coffee cup and saucer (or mug)
 Cocktail glass or wine glass if guest is not finished
 Guest napkin
 All other silverware, dishes, bread and butter service, and
condiments should be removed.
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 REMOVAL OF ITEMS DURING THE GUEST’S
MEAL

1. It is policy to wait until all guests are finished with a course

before removing dishes. This is so our guests will not feel
rushed nor conspicuous.

2. Guests should always be asked before dishes are removed. The

best way is to say “May I remove these please?” or “Would you
like me take this for you?” This is preferred to “Are you
finished?”

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 LOADING TRAYS

Care should be taken to proper load trays, for safety reasons.

Some general rules follow:
1. Never load more than what you can be carried. Two trips are better than
one accident.
2. Heavier items should be placed in the center of the tray, or area closest to
the server’s body.
3. Tall glassware should not be placed at the outside edge of the tray where it
might fall off.
4. Condiment bottles and pepper mills should be laid flat on the tray so they
won’t inadvertently fall off while being carried.
5. When using plate covers for stacking, care should be taken to insure they
are fitted properly on each plate.
6. The underside of the tray should be checked for cleanliness and free from
grease or moisture.

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 SERVICE DELAYS/PROBLEMS

If the server faces a delay in service to the guest – a busy

kitchen, a dropped order, a mis-communicated order, etc.,-
he/she should immediately inform the guest of the delay, and
offer something to occupy them until the order is up.
For example,
“I just checked on your order, and it is not quite ready yet.
Might I bring you (more bread) (another cocktail) in the
meantime?”

No one should be blamed for the delay, since this does nothing
to speed up the delivery of the item.
If the server feels the food/beverage item is not what it should
be, the manager or supervisor should be informed.
Arguments should be avoided.

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 SAFETY CHECKLIST

1. Look as you round corners or say “coming around” as you

go around “blind” corners. Others will know you are
coming.
2. Wear proper shoes to prevent slips and falls.
3. Never run, Avoid sudden stops and runs.
4. Slow down, you will get there safer.
5. Tell people you are behind them.
6. Always walk to your right side.
7. Never leave dishes, trays, glass racks or carts in walk -
ways
8. Never overload trays.
9. Use proper lifting technique- lift with your legs, not your
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10. Hold trays with one hand, leaving the other for protection.
11. Clean all spills and drops immediately.
12. Know location of wet floor signs and mop stations (and use
whenever needed)
13. Know locations of fire extinguishers and how to use them.
14. Beware of hot surfaces- toasters, coffee, urns etc.
15. Never put knives or metal objects into toasters.
16. Always use an ice scoop- never your hands or glass.
17. Always report an accident or incident to your Supervisor
IMMEDIATELY

SAFETY FIRST !!!!!!

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 GENERAL RULES

1. Appearance is important and so is the personality

2. Positive attitude is a must
3. Maintain a good communication channel with colleagues
4. Uniforms should be worn while at work and they should be
clean
5. Shoes should always be clean and polished
6. Stand on two feet and always stand up straight, no leaning
against wall or furniture’s
7. Everything should be carried on tray when in guest area

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8. No fingers in glasses even when cleaning away from the
tables
9. Always make sure clean ash trays is on the table, change at
once when there is one cigarette end
10. No sitting in guest area
11. No running anywhere especially in kitchen and in guest area
12. Put dishes down carefully and gently
13. Do not pick up the cups or glass when pouring beverage on
the table
14. Assure that no water-spotted and chipped silver are used
15. Plates from a table should be cleared only after all of the guest
on the table have finished their meal

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 TEAMWORK:
• Teamwork will be the foundation of the company’s success. It
ensures that service and efficiency are at their best.
• High energy from the employees is the driving force behind the
teamwork. Every guest is your responsibility.
• However you must also provide excellent service to your fellow
workers.
• Always be willing to help other employees as if they too were
guests.
• You must count on your fellow employees and they must
also be able to count on you.

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 POSSITIVE ATTITUDE:

• Your positive attitude makes your guest feel

welcome. A sincere, friendly smile is the best
tool you posses to project a positive attitude.

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 TELEPHONE ETIQUETTE

1. Give priority to incoming calls; try to answer with less than 3 rings.
2. Put a smile and warmth in your voice.
3. Use your natural voice.
4. Hold mouthpiece 4cm away from your mouth and don’t shout or whisper.
5. Don’t chew or eat while receiving a call. Avoid speaking to another person.
6. Always greet callers with Good Morning, Good afternoon, or Good Evening.
7. Then identify your organization, or your department and yourself.
8. Clarify. If you are giving your reasons for calling.
9. Personalize. Make every caller feel important and address them by name if
possible.
10. Listen. Be patient and listen carefully to the caller. Give your fullest attention.
11. Repeat back message and information to double check.
12. Use magic Words: Thank you, Please, etc.. Show your willingness to help.
13. Have a pencil and paper handy, take note if necessary.
14. If and when transferring calls, make it prompt and never keep the caller in the dark.
15. To ensure that you are not missing anything from the caller and to show your
courtesy let the caller ring off first

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1.Guest knows when they receive good
service. Very often they cannot specify why,
but they are sensitive to fine details.

2. A good server pays attention to all aspects of

service, knowing that the whole picture is made
of a myriad of small details, each important in its
own way; each adding to perfect service.

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 Thank you !

Created by Macky Amores

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