SECTION 1:

FOOD AND BEVERAGE SERVICES NC II QUALIFICATION

 The FOOD AND BEVERAGE SERVICES NC II

Qualification consists of competencies that a person
must achieve to provide food and beverage service to
guests in various food and beverage service facilities.
 This Qualification is packaged from the competency
map of the Tourism Sector (Hotel and Restaurant)
The Units of Competency comprising this
Qualification includes the following:

BASIC COMPETENCIES COMMON COMPETENCIES

 Participate in workplace
communication
 Work in a team environment
 Practice career
professionalism
 Practice occupational health
and safety procedures
 Develop and update industry
knowledge
 Observe workplace hygiene
procedures
 Perform computer operations
 Perform workplace and safety
practices
 Provide effective customer
service
 Core Competencies
 Prepare the dining room/restaurant area for service
 Welcome guests and take food and beverage orders
 Promote food and beverage products
 Provide food and beverage services to guests
 Provide room service
 Receive and handle guest concerns
 Acknowledging a reservation
Answering the telephone:
request:
 Wish the caller as per the
time of the day:  Certainly Mr. David, (use
 Good (morning / afternoon / name if whenever known)
evening). ABCDXO  Yes of course sir or madam,
Restaurant Albert speaking. (use name if known)
How may I help you?
Taking the table reservation details:
Standard questions:
 May I have your name, please?
 When would you like to book
your table?
 A table for how many guests?
 Where would you like to sit?
 Do you prefer a smoking area?
(Only applicable if your
restaurant has separate
smoking area / zone)
When you check the reservations
book:
 Please excuse me,
(name), while I check the
reservations.
 Please allow me to put
your call on hold, while I
check the availability.
 Just one moment, please
(name), while I see what
we have available.
Returning to the caller: Confirming the details:

 I’m sorry to keep you  May I please repeat the

waiting, (name). table reservation details,
 Sorry to keep you on “A table for (2) (this
hold, (guest Name) afternoon / on Sunday, 10
May) at (2.00 p.m.) in the
 May I have your
name of (Mr. David). And
(mobile number),
your (telephone number)
please?
is (123456789). Is that
details correct?”
Saying goodbye: Offering an alternative:
 Thank you very much for
calling, Mr. David. We look
forward to seeing you then.
Have a great day ahead.  May I help you to reserve a
 When a table is not table at another of our
available or where the restaurants instead?
guest wants one  Perhaps you’d like to have
 I’m afraid we don’t have a (lunch) in the (Wok
table at that time. Would Restaurant), where there will
(2:30) be suitable? be a buffet this afternoon.
 I’m afraid we don’t have a
table available there at that
time. But there is a table
available (say where) then.
Would that be suitable?
Process for reconfirming a restaurant table reservation request
Standard reconfirmation:
 Good Morning, Mr. David.
This is Albert from the
ABCDXO restaurant speaking.
 I would like to reconfirm your
reservation for a table for 2 this
afternoon at 02:00 p.m.
 Thank you very much for
making the reservation and we
look forward to being of
service to you and your (guest)
this evening.
Reconfirmation of a table
reservation with a special request:
 Good afternoon, Mr. David. This is
Albert from the ABCDXO
restaurant speaking.
 I would like to reconfirm your
reservation of a table for 2 this
evening at 7:00 pm.
 A birthday cake with the wording
"Happy Birthday to Betty" has
been arranged for tonight.
 Should you have any other
request, please let us know.
 Thank you very much for making
the reservation and we look
forward to being of service to you
and your (guest) this evening.
Waiter/Waitress
Basic Function
 Takes and serves food and
beverage order according to
prescribed standards of
service
Specific Duties
 Looks after the necessary preparations before the
start of operation
 Wipes/prepares the necessary containers,
hollowware, napkins, tray cutleries,
 Refills salt/pepper shakers and other
condiments
 Checks and re-stocks service station and sees to
it that the par stock is maintained
 Sets-up the table and installs required facilities
 Studies the menu and familiarizes himself with the
outlet’s specialties as well as out of stock items and
undertake suggestive selling.
 Takes and serves food and beverage orders
 Assists busboy in placing and in picking up orders
from the kitchen
 Assists in welcoming and in seating the guests
 Attends to the settlement of the guest’s bills
 Attends to guest inquiries, requests, complaints
 Assist in clearing soiled dishes, dirt and trash
 Performs side duties and other assignments given by
his supervisor
Busboy/Busgirl
Specific Duties
Basic Function
 Assists waiters in mis-en-place
 Dining room helper and preparation and table set-up
runner  Serves bread and butter, coffee, or
tea
 Places orders to the kitchen and
picks up prepared orders
 Clears table of soiled dishes, dirt and
mess
 Changes soiled ashtray
 Fills and refills water goblet with
water
 Does other errands in the dining
room
 Performs other related duties as
maybe assigned by superior.
Table Appointments
 Refer to the utensils used for dining and service.
 Linens
 Dinnerware
 Flatware
 Beverageware/glassware
 Holloware
 Centerpiece
  Creates the mood for the
Linen set-up and add to the appeal
of the meal and the
ambience of the dining
place.
 Silence cloth
 Tablecloth
 Table runners
 Placemats
 Top cloth
 Napkins
Dinnerware 
1.
Legend:
1.Dinner Plate 10” for main course
2. 2.Meat/Fish Plate 8”-8.5”
3. 3. Salad Plate 8”
4. Bread Plate 6”
Refers to the items used for 5. Saucer 5”
serving and eating the food 6. Oval Platter 16” for Russian Service
7. Oval Platter 14”
8. Oval Platter 12”
9. Oval Platter 10”
10. Oval Platter 9”
11. Soup Bowl
12. Cereal Bowl large
13. Cereal bowl small
14. Monkey dish for side salad
15. Cereal bowl – stackable
16. Ash tray
17. Coffee cups and saucers
18. Demitasse cups
19. Tea cup
20. Bouillon cup/consommé cup for clear soup
21. Salt and pepper shakers
22. Egg holder
23. Sauce boat
24. Tea pots for tea
25. Creamer and sugar bowls
26. Flower vase
Flatware
Refers to table utensils used for
serving, dipping, cutting, or
spearing food..
1. Dinner fork for main course
2. Dinner knife for main course
3. Salad fork for salad
4. Salad knife for salad
5. Fish knife for fish entrée
6. Escargot for snail/ appetizer
7. Cocktail fork for seafood
cocktail (appetizer)
8. Dinner spoon
9. Teaspoon for coffee or dessert
10. Demitasse spoon for pure
breakfast chocolate or espresso
coffee in demitasse cup
11. Soup spoon (large) cream soup
12. Bouillon or consommé spoon
for clear soup
Glassware
Refers to glass and drinkware items
Holloware  Items of usually metal
tableware, such as bowls,
pitchers, teapots, and
trays, that serve as
containers or
receptacles.
Centerpiece
 These are finishing
touches essential to the
overall appearance of
the table set-up
What are the sanitation standards in handling service
equipment?
 Set-up and serve only the clean and
sanitized glasses, cutleries, china wares
and other service equipment
 Equipment should not be exposed to
contamination. Keep them in closed
drawers or cabinets, not exposed to open
air and dirt.
 Food delivered from room service must
be covered to avoid bacterial
contamination
 All service equipment must be wiped-
dry with clean wiping cloths to protect
them from watermarks. The cloths used
fro this must be segregated from other
cloths and if possible color coded.
 Handle glasses by stem or base, cutleries
by the handle
 Underline bowls with a plate and never
serve them with the finger touching the
rim
 Avoid touching foods and cutleries with
bare hands. Use a plastic serving for
scooping ice, serving spoon and fork fro
dishing out foods
 Never hold/serve the toothpick, straw or
napkin with bare hands. Protects them
from bacterial contamination by serving
them in wrappers or in their respective
dispensers.
 When serving additional cutlery or
napkin, place them in a small plate to
avoid direct contact with the hand.
 The thumb should be kept away from the
plate to avoid touching the sauce, meat
or dish
 When setting-up cutleries and
glasses avoid leaving finger marks
on them by carrying them in trays or
by placing them inside a cloth
napkin
 Never serve food or cutleries that
have fallen on the floor
 To protect food from
contamination, keep them covered
when they are not serve
immediately.
 Wash and wipe dry food containers
before using them
 Avoid placing foods on top of tables
or counters
 Check service station for
cleanliness and possible pest
infestation. Keep station neat,
clean and free of foul odor
 Never serve cutleries, glasses,
cups or china wares that are only
or with finger marks, lipsticks or
spot. Remove them from the
services station and bring them
to the dishwashing area for
proper washing
 Use hot water to remove grease.
The Do’s and Don’ts in Handling Service Operating
Equipment
Causes of breakages
 Mechanical impact – results
from an object-to-object.
Observe the following:
 Do not stack dishes too high –
only china ware can be stacked
using the decoy system -
stacking of chinaware with the
same size and shape about 12-15
inches high.
 Avoid handling glasses in
bouquet – place them in a tray
and don’t make them stick to
one another
 Never put cutleries into glasses –
place them in their appropriate
container
 Do not overload bus pans – carry
 Improper racking and stacking -
just enough to avoid accident
stacking glasses and stacking
 Do not dump glasses into sinks – china ware that are of different
place them directly into divider sizes and shapes
racks
 Inattentiveness or absent-
 Thermal shock – is the abrupt mindedness
exposure of a breakable
 Improper bussing n- use 3 S
equipment from cold to hot
temperature  Environmental factor – presence
of the hazardous things that can
 Improper handling/misuse of
cause accidents
equipment – use the equipment
for a purpose other than what is
intended for
How to clean and sanitize service equipment?
Chemical Cleaning Agents
 Start with the less soiled to heavily
soiled (glassware-silverware-
dinnerware-holloware)  Chlorine for sanitizing sink and
 Using the 3 compartment sink equipment
(bucket system)
 Bar/ powder detergent for
 Scrape the left over foods
washing linens
 Pre-rinse using the dishwashing
 Dishwashing liquid for
spray
washing glassware, cutleries,
 Wash with warm water and
and dinnerware
detergent
 Rinse with warm water to rinse
 Degreaser to remove grease
off detergent from pots and pans
 Sanitize by immersing in hot
water
 Drain and air dry
Table Set-up
 a set of cutlery, glasses,
napkin, etc. for one
person, as used on a
table
 the way that a table is set
out and decorated, in
preparation for a meal,
special one
Standards of Table Set-up
 Completeness
 Cleanliness and condition of equipment
 Balance and uniformity
 Orderliness
 Eye appeal
 Timeliness
Skirting
 Table skirting is a
decorative method of
disguising table legs by
covering the table with a
decorative tablecloth.
Welcoming/Greeting the Guest
 Be familiar with the set up of
the dining room
 Stay at the outlet entrance
 Greet the guests with a smile,
make the appropriate verbal
greeting
“Good
morning/afternoon/evening
madam/sir, welcome to ____ !
may I suggest a table for you?
(guests are led to their table)
This way please”
 Assist guests with their coats
and bags
 What if there is no
What if the guest has a
available table?
reservation?

 Tell the host “we have  Tactfully inform the

prepared a pleasant guests and advice them
table for you to wait at the lounge
madam/sir/party. This  “I’m sorry madam/sir
way please.” but we are fully booked
at the moment, do you
mind waiting at the
lounge and I’ll call you
once a table would be
available.”
Seating the Guest Before guests are seated , ask the

host
 “Will this table be all right for
you madam/sir?”
 Seat ladies before gentlemen;
older ladies before young ladies.
 Give ladies the best view
 Attend to the guests
immediately after seating them.
First a smile, then a greeting.
Make them feel comfortable and
relaxed.
 Remember the guests must be
treated as very important
persons
Laying the Table Napkin
 Unfold the guest’s
serviette/napkin at the
right side of the guests
and place it over
his/her lap.
 “Excuse me Madam/Sir,
may I lay your napkin?”
Serving The Water
 Pour water without lifting the glass
from the table, if it is possible to do so,
lift water glasses to fill them from the
table, only when necessary.
 Keep water glasses filled- don’t ask if
more water is desired.
 Exception: when dessert is served,
discontinue water service unless a refill
is asked for.
 Guest should only be filled maximum
of ¾ full.
 Serve water from the right side of the
guests using right hand and right foot
forward.
Menu Presentation and Take Food Order
 Approach the table and stand at the
right side of the host
 Present the menu to each guest,
ladies first – menu presented right
side up/open
 “madam/sir, I would like to
present to you our menu for your  Take efforts to sell a complete
selection. I will take the order meal
whenever you’re ready.”
 If the order is out of stock,
 Take the food order “ May I take
suggest alternative
your order now? Take the order
beginning with the honoree, ladies,  If applicable, ask the guest how
then the gentlemen and lastly the he wants his dish prepared
host.  Write all orders in an order slip
 Write down the order – write clearly, in triplicate
neatly, legibly. write down in an
 Repeat the order to the customer
order slip in triplicate
for confirmation
 Place the order to the kitchen
What if the order is out of
stock?
 Tell the guest outright when
his order is not available “I’m
sorry sir, but we run short of
____. But you might want to
try _____.” Mention
appropriate alternatives or
substitute
Adjusting The Set-up
 The spare cover should be
removed in a correct manner
using a service plate or service
e salver.
 After removing the spare
cover, other covers should be
adjusted and table
accompaniments should be
re-positioned.
Know the product

 Names and pronunciations of dishes in the menu

are mastered.
 Ingredients of dishes are memorized.
 Sauces and accompaniments are known by heart.
 Descriptions and of every item in the menu are
studied.
 Common food allergens are mastered to prevent
serious health consequences.
Know Your Product
 Be enthusiastic- It’s easier to sell something which you
are excited about.
 Make beverage sound appealing – Eg: user words like
“fruity”, “Icy” and thirst quenching” etc.
 Find out if guests are in a hurry or only have time for a
quick drink; whether they like sweet or tart beverages
etc.
 Offer a choice: “ Would you like Smirnoff’s or Absolute
in your vodka and tonic?
 Check with the Outlet Chef for any daily specials and
their specific ingredients.
Conduct Suggestive Selling
 Suggest food and beverage that naturally go
together
 Appetizer
 Soup
 Salad
 Main course
 Dessert
 Beverages
*Offer first the most expensive product to the guests
What are the necessary considerations when
suggesting to a guest?

 Exude enthusiasm and sincerity when assisting guests

in selecting menu items. Server should be aware of all
food and beverage items in the menu
 Use appetizing words, such as fresh, freshly squeezed,
hot steaming, house specialty
 Suggest food and beverage that naturally go together
 Compliment the guest’s choices. Make guests feel good
about their selection.
 Age, health, lifestyle, gender, religion
Suggest the Unusual
 Suggest beverages and foods that naturally go together.
Eg: Beer and Pizza, wine and cheese, margaritas and
nachos.
 If the guest is not convinced, make another suggestion
(one item only).
 Always ask for the sale. After you suggest and describe
a beverage, ask if the guest would like to try it.
 If the guest still does not respond, tell her/him: “I will
be back shortly.
Rules in Service
 Serve women before men
 Serve food from the left side of the guest with the service
person’s left hand
 Serve beverage from the guest’s right hand with the service
person’s right hand
 Bring all the guest’s food at the same time
 Remove dirty plates only when the guests are finished with
their meals
 Never scrape or stack dirty dishes on the guest’s table
 Clear dirty dishes from the right side of the guest with the
service person’s right hand
No-No in service
 Apathy
 Brush-off
 Coldness
 Condescension
 Robotism
 Runaround
Types of Table Service
 American service - the food is
plated in the kitchen and served
individually to the guests.
known as plated service
 Russian service – the food is
pre-arranged in a platter with
enough servings for one table;
then the waiter dishes it out
from the platter to the individual
plates of guests from the left
side
 French service – involves
tableside preparation. The food
is partially prepared and pre-cut
at the kitchen. Then the
preparation is completed in a
gueridon at the side of guest’s
table, usually with some
showmanship
 Buffet service - food is
decoratively displayed and
guests are allowed to select the
food and serve themselves.
RUSSIAN SERVICE
PLATED SERVICE
SERVICE
Serving of Bread
 Wrap the bread or rolls in a
napkin using the house-fold
(bread in the center, edges
folded over and meeting in the
center, and ends tucked under),
and place bread or rolls in a
basket.
 Butter curls go into the monkey
dish or butter dish, which
should be chilled. Pre-packed
butter is also acceptable.
 Serve bread and butter to the
left side of the guests.
 “Ma’am/Sir, this is your
freshly baked bread”
Serving the Food
 Mention the name of the
dish:
 “Your hot steaming
mushroom soup
Ma’am/Sir”
 Before leaving the table:
 “Ma’am/Sir don’t
hesitate to call my
attention if you need
anything Thank you.”
(be courteous and
polite)
Serving Beverage
 Serve ladies before gentlemen.
 Stand to the guest’s right side,
with the beverage tray on the left
hand, parallel to the floor.
 Grasp the glass to be served with
your right hand. If it is a
stemmed glass, grasp it by the
stem, keeping fingerprints off
the bowl, if it is a tumbler-style
glass, grasp it at the lower 1 ½
inches of the glass, keeping
fingerprints off the top portions
of the glass.
 With right foot, take a step
toward the guest, placing your
right foot between two chairs.
 Lower your body bending your
knees while reaching forward
with your right arm.
 Place the glass at the right side
of the guest, at the tip of the
dinner knife.
 Walk forward (in a clockwise
direction)
 When all ladies are served, serve
the gentlemen
Serving Aperitif
 Aperitif wine is brought to the table
before appetizers are served,
opened, presented and served
immediately before or after the
appetizers are served.
 Presenting the wine:
 “Sir may I present to you your
order of a bottle of Chamdor, it’s
an alcohol-free, sparkling grape
juice from the vineyard of South
Africa.
 Before opening the bottle ask the
host:
 “Shall I open the bottle for you?”
Serving Sparkling Wine:
Presenting and Serving Main Course Wine
Wine Evaluation (5S)
 See – examine the wine.
 Swirl - Swirling oxygenates the wine and releases the
wine’s bouquet.
 Smell – smell evokes emotion and memory.
 Sip – taste the wine.
 Savour – after tasted the wine, enjoy taking its flavour
and aroma.
Clearing the Soiled Dishes
 Ask permission before clearing:
 Excuse me Ma’am/Sir, may I
clear the plate now?
 To maintain the cleanliness of the
table, soiled dishes should be
immediately removed.
 When everyone at the table has
finished eating the dish served,
remove all the soiled china ware, flat
ware and glasses (except the water
goblet), condiments that are no
longer used
 Brush the table with a clean, moist
side towel whenever necessary. Use
small plate to catch the crumbs
 When removing soiled dishes make
an excuse me and ask permission
from the guest
 Bus soiled dishes from the right
side of the guest
 3 S – scrape- stack and segregate
 Remove largest plate first,
followed by the smaller ones
that they can be easily stacked.
 Do not stack dishes too high
 Avoid overloading trays and bus
pans
 Never bus across the guest
 Never scrape leftovers in front of
the guest
 Use appropriate tray for bussing
 Bus bottles and glasses
separately from china wares
Bill Presentation and Settlement
 If there are no more orders,
inform the cashier to close the
order
 Review the bill first before
presenting it to the customer
 Present the bill – place it on a
bill folder or tray with amount
faced down
 Take payment from the host –
mention the amount of received
money
 I received the amount of
______, thank you very
much.
 Turn over the payment to the
cashier
Close down dining area
 Closing duties are different in
different lounges. Your closing duty
checklist lists your responsibilities
for the end of your day activities.
 Clean all unnecessary used items in
the bar counter i.e. (used glasses,
ashtray, display, table mats etc.)
 Wipe crumbs from chairs and tables
into beverages napkins and throw
them away.
 Wipe tables and chairs with a clean
damp cloth, followed by dry cloth.
Never user linen napkins for
cleaning.
 Arrange tables and chairs neatly as
guests leave. Pick up paper or debris
whenever you see it.
 Follow standard dish-room
procedures for scraping and
tacking soiled dishes.
 Help the bartender put away
items and washes glasses.
 Remove corks, foil scraps, labels
and other debris form baskets to
avail plugging drains.
 Empty ice and water into the
appropriate sink.
 Dry the ice buckets with a bar
towel.
 Spray trays with hot water to
remove food residue.
 Spray the trays with a sanitizing
solution. Then stack them
upside down at right angles to
allow them to air-dry.
 Date and store food, such as
condiments and garnishes, that
has not been exposed to
contamination.
 Throw away food that has been
in the temperature danger zone
too long.
 Throw all the cut garnish and
spoiled fruits.
 Return empty wine and
champagne bottles to the bar for
inventory.
 Keep all the display bottles
inside the store cabinet.
 Put all the used glasses and Store
and Pour in the glass wash machine.
 Clean and wipe the corresponding
area, bar counter, sink, glass rack,
display rack etc.
 Start your closing inventory and re
check all the stocks for requisition
for the next day.
 Clean and wipe all the glasses and
Store & Pour, place it in the dry area.
 Turn Off all the electronic
equipments i.e. (Bar Display
Lights/Blender/ Swirl Machine etc.)
 Lock and close the entire store
cabinet, fridge etc.
 Double check all the areas.
 Turn Off the electricity.
 Restaurant Server Training.mp4
Receiving a Call

 “Thank you for calling Room Service Department,

Good morning! Joy’s speaking. How may I help
you?”

 “May I know who is on the line please?”

 “May I know your room number?”

Getting the order
 For the breakfast we have American, Continental and Filipino, which do
you prefer ma’am/sir

 For American Breakfast, Choice of Ham/Bacon/Corned Beef, served with

two eggs cooked in any preferred style, butter and jam and choice of
toasted bread or hash brown.

 For Continental Breakfast, Choice of salami, pepperoni, bulogna,

served with eggs, Danish breads or rolls, marmalade and fresh fruits
.
 For Filipino Breakfast, Choice of Beef Tapa/Tocino/Longanisa/Bangus
served with two eggs and garlic fried-rice/plain rice.
 All Breakfast comes with a choice of coffee, hot chocolate, or juice.

 “For your drinks, which do you prefer, coffee or hot chocolate or juice?”
 For Coffee; brewed or 3in 1,
 For Juice; pineapple or orange juice
Recapping and confirming the order
1. Recap the order by stating each item the guest requested.
“May I repeat your order, …………….”
“Did I get your order right, ma’am?”
2. Compute for the total amount of order which includes
total cost of food, taxes and service charge (if any).

“The total amount of your order would be 200 pesos.”

3. Confirm the payment method whether cash or charge. For

cash payments, ask the guest if they would pay the exact
amount or if you should bring change.
“Would you prefer to pay it in cash or charge it to your
room?”
Closing the call
Thank the guest and ask for any additional assistance. If
none, you may end the call.
“Do you have any additional order?”

“Your food will be available in 15 minutes. Would

you want us to deliver it right away or on a
specific time?”
“Thank you for your order, ma’am. Is there anything
else that I can help you with?”
“Thank you for calling room service.
Have a nice day.”
Door Knob Menu Order and Delivery Time
Door knob breakfast menu
order collection:
 The overnight Supervisor shall
assign a waiter to collect all door
knob breakfast menu orders
every night, according to the
schedule.
 Use the service lift to get to the
top floor and collect the door
knob breakfast menu orders
floor by floor, working
downwards.
 Write down the room number
on each door knob breakfast
menu order.
 The assigned waiter must write
down the room number when
collecting the door knob breakfast
menu order.
 Preparing the bill for the breakfast
service.
 The overnight Supervisor shall
prepare all the breakfast bills
according to the guests’ door knob
bread fast menu orders.
 Sort out all the prepared bills
according to the time of service,
starting from the earliest one, with
priority given to the VIP rooms.
Setting of Tray/Trolley
Clean Service Trays
 Clean the In room dining area.
 Wash trays in the dish room.
 If the trays are cork-lined, rub
the cord with lemon wedges to
remove odors. Then let the trays
stand for a few minutes before
washing.
 Spray trays with hot water to
remove food residue.
 Spray the trays with an approved
sanitizing solution. Then Stack
them upside-down at right
angles to allow them to air dry.
Clean Service Carts/Trolley
 Remove all equipments and
supplies from the carts.
 Use a clean cloth and a
sanitizing solution to wipe the
carts, including the helves legs
and wheels.
 Polish the carts with a clean, dry
cloth.
 Replace equipment and
supplies.
 Report any squeaky wheels to
maintenance staff members or
stewards immediately, so they
can fix the carts quickly.
•Set-up the trolley
completely based on the
order, condiments,
centerpiece
•Covered/wrap the
silverware with table
napkin
•Covered the food,
glassware
•Bill folder with receipt
(cash), charge slip
(charge), accomplished
control sheet
•Table cloth, napkin,
pitcher, coffee pot (coffee)
tea pot (tea)
Delivery of Food Order
 Use Service lift to get to the
correct floor as soon as possible.
 When on correct floor, take the
shortest route to get to the room.
 Move along the corridors silently
and briskly.
 Upon reaching the correct room,  Announce the order by saying
ring the bell / knock firmly on “Your Coffee / Tea / Lunch /
the door twice and announce in Drinks” Sir/Ma’am.
a loud and clear voice “Room
 Introducing yourself by the
Service”.
name to the guest while entering
 When the guest opens the room, the room.
wish him according to the time
 While walking into the room,
of the day.
enquire with the guest on where
“May I place the tray.”
 Place the tray appropriately
and offer to serve him.
 If the order is in the
Morning, offer to open the
curtain.
 If you are serving the meal,
lay a proper cover in the
table or in the trolley and
start the service.
 After service find out with
the guest about his
preferred time for
clearance or if he would
prefer to call back in room
dining for clearance.

 Wish the guest an
enjoyable meal / drink /
coffee.
 Retreat to the door and exit
gracefully while closing the
door softly behind you.
 Fill up the Errant Card
once after the order is
delivered.
 If the room is on DND,
immediately inform the
order taker.
 May I take your signature
Sir /Madam.
Personalized Service and Others
 Offer to set-up the order in the guestroom
 Set-up the table with necessary table appointments
 Serve food
 Serve Beverage
 Ask the guest would like you to bring or do anything
else at this time.
 Ask the guest to call the In Room dining department
for any further assistance and service or when the
guest is ready for the tray or trolley / cart clearance.
 Thank the guest for the room service order.
Bill Presentation and Settlement
 Present the bill to the guest only after required service.
 The Bill should be presented in a clean folder along with a hotel
pen.
 Politely request the guest to sign the bill. (charge)
“May I take your signature Sir /Madam.”
“Here is the control sheet ma’am/sir where I listed down all
the utensils I delivered in your room, please affix your
signature.”
 When guests have signed the bill/control sheet, thank them,
wish them a pleasant meal
“enjoy your food/breakfast Sir /Madam.”
 Enquire about his/her preferred time for the clearance or if
he/she would prefer to call back in room dining for clearance.
 Leave the room gracefully taking away any unwanted items and
close the door gently.
Clearing the tray/trolley from the room
 The time of clearance is known by asking the guest during
service or from the order taker if the guests call back Room
Service for his clearance.
 Upon reaching the rooms follow the same procedure as in
SOP for opening the door.
 After the guest opens the door announce intention of
clearing the tray / trolley.
 Arrange all the clearance on the tray and get guest
feedback.
 Arrange the guest room as appropriately.
 Find out if the guest would like anything else “Is there
anything that we could assist you Mr./Ms._____________”.
 If nothing, exit from the room gracefully while
wishing the guest a wonderful day / night.
 Carry the tray back from the Room to Room
Service pick up any other tray that you may find in
the Corridor / Pantry.
 Be careful not to drop anything on the way.
 Inform the Order Taker about the clearance.
Master Control Sheet
 The Supervisor checks the master control sheet
recording for monitoring all the serving times.
 For breakfast service, if the guest does not call for
clearing, the removal is to be performed systematically
45 minutes after the serving time.
 For lunch and dinner services, the removal is to be
performed systematically one hour after the serving
time.
LAST Method
 Listen. Let the customer say
everything they need to say. If
they are interrupted, they will
feel the need to start over. Nod
and be sympathetic or
empathetic toward the
customer's needs.
 Apologize. After the customer
is through with their reasoning
for their dissatisfaction, kindly
apologize, even if there's
nothing to apologize for.
  Thank. While it may sound odd,
 Solve. At this point, decide
which the best route to take is.
Sometimes, food just needs to
be reheated, it needs to be
completely remade, or they
decide on something else.
Regardless, remove the
undesired food from the
customer with their permission.
thank the guest for bringing it to
their attention. Many people
may be too proud or do not want
to inconvenience the person
who is assisting them. When
thanking your customer for
bringing it to your attention,
they are giving you an
opportunity to fix the issue.
Reach The STARS
 Sorry. Apologize and avoid finger pointing. “No matter how the situation
occurred, we’re sorry that the guest didn’t get what he or she wanted,” says
Isbell. “We want the guest to be happy.”
 Thank you. Thank the guests for taking the time to point out the problem.
Only a fraction of guests do. “You can’t fix the situation until you know about,”
says Isbell. He recommends manager “table touches” to root out problems.
 Act. Quickly resolve the issue. If the food wasn’t to a customer’s liking, re-cook
it or prepare something else, if they prefer.
 Recover. Offer something extra to mend your relationship, such as a free
dessert or a discount on the next visit. Logan’s requires employees to notify
managers of any issues so they can ensure the guest leaves satisfied. “It makes
the guest feel that everybody at the restaurant cares about them,” says Isbell.
“No one’s trying to sweep the problem under the rug.”
 Share. Inform your team about guest complaints, so they can learn from them.
For example, if you receive complaints about undercooked steaks, remind your
cooks about your temperature guidelines.
BLAST away complaints
 Believe: Don’t let pride cloud your thoughts or confuse your goals.
Believe the guest and the guest’s perception.
 Listen: Allow the guest to tell you everything. Ask questions and make
eye contact.
 Apologize: Be genuine and sincere in apologizing to the guest for the
less-than-perfect experience. Remember that the guest perception is
his or her reality.
 Solve: Be calm, take charge, and own the problem. Fix the problem
area, but avoid trying to “buy” the guest’s happiness. Make sure the way
you resolve the issue leaves the guest happy and with the intent to
return soon.
 Thank: Sincerely thank the guest for bringing the issue to your
attention and giving you an opportunity to resolve it.
Dealing People with Intoxication
Use assertive communication
techniques
 Stay calm;
 Use firmness and state your
requests with authority;
 Use non-threatening words &
tone (avoid derogatory words
like "drunk");
 Show concern for the safety and
comfort of the intoxicated
person;
 Use "Deflection" by offering
alternatives such as non-
alcoholic drinks & food;
 Repeat decisions and statements
like a "broken record";
 Don't argue or offer resistance to
verbal assault, use "fogging
techniques" - agreeing with the
possibility of what the person is
saying;
 Look for a "workable
compromise" and make a
reasonable agreement;
Rules for Personal Safety
 Protect yourself with distance, avoid being surrounded
and maintain an open line of flight;
 Never physically engage the person you are
confronting;
 Never argue with an intoxicated person, arguing is
useless and may lead to a physical confrontation;
 Never agree to meet the intoxicated person elsewhere
or outside;
 If your physical safety is threatened, call for assistance
Record Complaint
To protect yourself from liability
claims on an emergency situation that
you took action on, carefully document
the situation, writing everything
you remember about the incident.
Hope you learn a lot