TIPS
1. Check table, chair and utensils and other items for cracks, chips and stains through actual checking.
2. All forks are placed on the left side, except for the cocktail fork.
3. Pull out unneeded cutleries and china and set-up the needed base on the order of the guest.
4. When guests are already seated, approach the table within 30 seconds.
5. If tied up with other guest, approach and tell the guest you'll get to them in a few seconds.
6. Maintain positive attitude:
a. Friendly but not familiar
b. No handshake, no pat on the back
c. Do not stare
7. Be calm, relaxed and focused on guest.
8. Keep voice on comfortable level, speak slowly.
9. Offer appealing suggestion or suggestive selling before, while and after dinner.
10. Describe menu to guest. Use words such as fresh, fluffy, hand whipped, light, popular, delicious, tender, juicy, homemade
11. When taking the order, code your check if guest is many.
12. When taking order of group, move around the table.
13. Do not talk over guest.
14. Repeat order, if not sure.
15. Take menu when leaving.
16. Do not touch the napkin or any other item, when still asking for permission.
17. Transfer food ASAP
18. When presenting the check/ bill, never assume and never ask who is paying. Put the check on the table face down. For 2 or more guests, place check in the middle of the table.
19. Do not cross median when placing utensils and order of the guest.
20. For complaints, use your H-E-A-R-T!
H- hear (listen and identify complaint)
E - Empathize
A- Apologize
R - Respond (inform supervisor)
T - Take action
21. Dispose leftover following the 3S (Scrape, Segregate, Stack)
22. When stocking:
· Biggest to smallest
· Do not stock too high
· By 10s only
· When clearing the dining area start with the cruet set, then silverwares, chinaware and finally the water goblet.
· When cutleries are touched in critical area, replace and apologize to the guest.
· When guest ordered 2 salad/ soup/ appetizer/ entrée/ beverage/ dessert, ask the guest which one do they prefer to be served first.
· When serving the food/ beverage, mention the name of the food/ beverage.
Critical Mistakes in FBS:
· Failing to Link
· Serving the wrong food
· Wrong cutlery set up
· Failing to repeat order
· No suggestive selling
· Forgetting to give copy of receipt to guest
· When cutleries are touched in critical area, replace and apologize to the guest.
· Right side of the guest:
· Beverages
· Dishing out
· Presentation of the Bill
· Left side of the guest:
· Presentation of menu list (hold menu list with left hand with the menu facing out)
· Taking orders
· Delivery of food
· On Fine Dining, no table napking wrapped around the pitcher.
· Avoid transferring tray from one hand to the other to avoid accidents.
· On Fine Dining, when guest did not order for soup nor salad get the table napkin and place on the left side of the guest and dish out the show plate.
· On suggestive selling, start w/ main dish especially if asked "what is your specialty?"
· Colored teapot - for black coffee
White teapot - for hot water
· Dishing out, 3x only:
· Cruet set
· Plates and cutleries
· Water goblet
· Mese-en-place in 5 minutes only
· During set-up/ mese-en-place, 4 deliveries only:
· Cruet set
· Cutleries and bread plate (6 pcs)
· Show plate and folded napkin
· Water goblet
· In room service, on the trolley
· First Layer (Top):
o Cruet set
o Paper napkin holder w/ paper napkin
o Toothpick
o Water goblet w/ cover
o Collin glass w/ cover
o (Bottled water)
o Water container/ pitcher
o Teapot
o Cup and saucer
o Extra table napkin
o Cutleries covered w/ table napkin
o Food w/ cover (if space is enough)
· Second Layer
o Bill tray
Third Layer
o Table cloth
o Sanitizing agent and wiping cloth
· In room service, do not give copy of receipt if guest paid using 'charged to room". Just let the guest sign the receipt.
· In room service, if guest ordered for bread place the butter spreader next to the dinner fork.
· In suggestive selling (room service), do not ask questions answerable by "yes" or "no."
e.g. We serve fresh fruits like orange, apple, mango.
· In room service:
· Suggestive selling
· Additional request
· Good for how many…. then repeat order
· When wiping table, counter clockwise direction.
· In Fine Dining, when guest have no reservation and paid thru signing privilege do not forget to get the name of the guest and the name of the company and its address. Verify at the counter.
· In fine dining, when guest ordered for additional rice place it in the bread plate and place on the bread plate position.
· Leave on the trolley, place the food and beverage according to proper clocking.
Table Skirting
Tips:
· Be playful with colors. Careful some colors do not go well.
· Communicate with your supervisor, caterer and clients.
· Cater or follow your guest specifications and wants.
· Typically, the presidential and buffet table are the only table with skirting.
