HOW TO SEAT THE GUEST

 Seating Etiquette

• Firstly you should arrive at the table before the guest.
•  Secondly when you reach the table you should be standing behind the chair.

How to serve a children meal

How to serve a children meal

Once you have found out that you have a child at your table you should follow the procedure below.

1. Present the menus the same way and give the child his menu as well.

2. At this stage ask the parents if you would like to order straight for the child.

Note. Children have short attention span; it is vital that your get the child order as soon as possible.

How To Clear Plates From The Table

How To Clear Plates From The Table 

Plates should not be taken from the table until all diners have finished the course

1.      Remove the plates from the right hand side of the guest where possible

2.      Place the used cutlery together on the plate and lift it without disturbing the guest

Try to anticipate sudden movements of colleagues or customers, especially when standing behind a guest – this helps you to avoid accidents

Introducing Yourself To The Table

Introducing Yourself To The Table

1.       Once the guest has been seated the waiter must approach the table within the first five minutes to present the menu and wine list

2.       If you cannot make it to the table within the five minute ask another captain to go in your place or advised the guest you will be back in a moment. When you have returned apologize for the delay.

Turkish Coffee Preparation

Turkish Coffee Preparation

1 .Prepare one stainless coffee pot and one cooper

   plated coffee pot.

2.Boil  the Turkish coffee in the stainless 

How to serve Turkish Coffee

How to Serve Turkish coffee

Turkish Coffee Must be always served with Glass of water With two drops of Rose Water The coffee order is taken immediately after serving desert. The order is handed over to the person assigned to prepare coffee.

HOT CHOCOLATE SERVICE

HOT CHOCOLATE SERVICE

1.      Take chocolate cup and put two table spoons of chocolate powder into the cup

2.      Add hot milk about 1/4 way

: ORDER TAKING PROCEDURE

 ORDER TAKING PROCEDURE 

     At the correct time no longer than ten minutes after you have given the menus to the guest, return to the guest table and be ready to take the guest order.

   Approach the table at the head and wait for a break in the conversation before speaking. At this stage use the following phase. “ Excuse me Ladies and Gentleman may I take your order.

Golden Rules For Customer Satisfaction

 Golden Rules For Customer Satisfaction

1.      Know your products.

2.      Get the order right.

3.      Don’t keep people waiting, explain delays.

Sanitation and Hygiene

Sanitation and Hygiene

sanitation and hygiene are predominant criteria for a guest's choice of a   restaurant. A guest is a particular about hygienic food and the cleanliness of the environment. In order to ensure a good image the waiter must keep the following points in mind:

1.      Remove soiled dishes and leftover food from the table immediately. Food items and crumbs that fall on the table must be crumbed or wiped out with a napkin on a side plate.

2.      Keep sideboards, tables and other surroundings clean and meticulous as a guest is very observant.

3.      Keep all sauce bottles are wiped closed. When in use ensure that the mouth of the bottles are wiped clean before presenting them to a guest.

4.      Clean cutlery in fresh water and dry them before use.

5.      Wipe glasses with a clean waiter cloth and hold up the glasses against a light to detect any stains and thumb impressions.

6.      Bar mirrors as well as plate glasses should be free of stains.

Telephone Manner

      Direct Immediate Personal Convenient … the telephone has many virtues that we all appreciate. If the people behind the instrument were more cooperative!

     When we call we expect, no demand, a cordial response from other end but isn't

funny how this rules changes when we receive a call? Annoyed by interruption, we are frequently indifferent to a caller --- especially if he wants to speak to someone else in the department.

How to Open a bottle of Red Wine

How to Open a bottle of Red Wine

1. To show the guest the bottle by resting the bottle on your right hand long ways, making sure that the label is facing outwards

2. To place the bottle on wine on the basket on the table facing the guest. Making sure that the label is always facing the guest

Guest Departure & Farewell the guests

Guest Departure

Be aware of the guest’s intention to depart

1.  Usually the guest is ready to leave once they have finished their coffee and dessert, and settled their account

2. On setting their account the guest may wish to sit for a while and finish their drinks or conversation

Buffet Sequence of Service -Breakfast

Buffet Sequence of Service -Breakfast

Guest arrival

The guest needs to be acknowledged in a warm and courteous manner as soon as they enter the lounge, and again if necessary on approach of their table

Assist them with seating and place their napkins in their laps

Hospitality Leadership Part 1

Hospitality Leadership Part 1

Leadership is vital to your success as a manager in any industry. Studies show that

managers who fail usually do so because of faulty leadership skills. They are

arrogant, cold, betray the trust others put in them, or lack the ability to build an

effective team.

What is quality Of Service

What is quality Of Service ?

Quality on the one hand is the level which a company demands of itself in order to satisfy the customers. On the other hand quality is a scale by means of which you can see to which extent this level is really reached.

In hotels and gastronomy quality refers on the one hand to the product and on the other hand to the service. Quality is defined by the target guest group, the demand of these guests and by the way to correspond to this demand.

Different types of complaints

Different types of complaints

Simple complaints:

These are easy to solve and the guests concerned are not too annoyed.  In such cases, all that is required is a brief apology and the matter is forgotten.  Usually a few friendly words are all that are needed to restore a positive atmosphere

How to Open a bottle of Champagne

How to Open a bottle of Champagne

To ensure that all staff open a bottle of Champagne according to the standard.  

1. To show the guest the bottle by resting the bottle on your right hand long ways, making sure that the label is facing outwards.

Guest without reservations

Guest without reservations

To ensure that all staff follow the correct standard when dealing with a guest without reservation.

If a table is available seat the guests immediately

1. If there are no tables available, direct to the nearest bar, again noting the reservation and let the guest Know how long the wait will be –this will avoid queuing at the front podium.

How to serve an old or premium wine

How to serve an old or premium wine 

1. Bring the bottle to show it to the guest by resting the bottle on your right hand long ways, making sure that the label is facing outwards.

2. Knowledge all the information on the label is important to answer the guest his entire question. (Like the name, the origin country, the percentage grade, and how old is it?)

3. After the confirmation of the guest about the bottle, make sure that you have the following