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Table of Contents
Chapter 1
Grooming Standards………...………………………………………………………….1
Chapter 2
Banquets
Grooming Standards............................................................................................1
Banquets..............................................................................................................2
Formal Dining.......................................................................................................2
The Table Layout..................................................................................................2
Informal Dining.....................................................................................................3
The Table Layout..................................................................................................3
The Correct Way to Greet a Customer.................................................................5
Service.................................................................................................................6
The Order of Service............................................................................................6
Serving/ Clearing..................................................................................................8
Personalised Service............................................................................................9
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Grooming Standards
General standards of image and grooming apply to both “Front of House” & Kitchen Staff. Excellent standards
of hygiene and grooming are a vital part of the company’s philosophy. Our success depends on a constantly
well groomed appearance.
In order to maintain a “first class” appearance, the following standards are important to note:
UNIFORM: Staff will be notified of either “Black or White” uniform for individual events. All uniforms to be
returned at the end of the event please.
APPEARANCE:
1). Wear your uniform in full as required, ensure it is clean.
2). You are not permitted to eat, chew gum or smoke whilst at an event/at work. Be aware of the impression
you are making whilst working at an event. Please do not “sit about”, or sit down on any furniture visible to the
client, at any time.
3). Shoes – Plain black in colour, polished and of a comfortable nature – no fashion “statements” please.
4). Hair - Ladies: Your hair should be clean, brushed and maintained in an elegant style. Please use black
hair ties only – no fashion accessories. For food hygiene reasons at no time must your hair fall across your
face or eyes. Below shoulder length hair must be tied back.
- Men: Your hair must be clean, combed and neatly cut. All male staff must be clean shaven every
day.
5).JEWELLERY: Acceptable jewellery is a wedding band etc. No costume jewellery is permitted whilst at an
event/work. No fashion earrings. Male employees are not permitted to wear earrings whilst at an event/work.
No visible piercings will be permitted.
6).Fingernails: You must at all time have clean, neatly manicured fingernails. Only a clear nail polish is
acceptable.
7). PERFUME/MENS AFTERSHAVE: Please try to refrain from wearing strong fragrances whilst at work and
in close contact with the clients.
8). MAKE-UP: Make-up can be a very important part of the uniform for female staff, please apply with care
and avoid bright colours. Tattoos must be covered by your uniform please.
9). SMILE: Your smile reflects a sense of warmth and helpfulness – WEAR IT ALWAYS
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Banquets
The word banquet literally means sumptuous feast. Banquets are arranged to cater large number of
people. Depending on the nature and solemnity of the occasion, banquets may be:
i.) Formal
ii.) Informal
Formal:
Elaborate arrangements are required in this case. Elaborate seating arrangements are essential
in the case of formal banquets.
Informal:
No set plan of seating is followed here. There is no top-table, and service is indiscriminate of sex
and rank
Formal Dining
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Need to find something more suitable here…maybe table a picture of what we want
exactly?
Informal Dining
Our illustration shows how a table would be set for the following menu:
Soup course
Salad or first course
Entrée
Dessert
a. Dinner plate: This is the ‘hub of the wheel’ and is usually the first thing to be set on the table. In
our illustration, the dinner plate would be placed where the napkin is, with the napkin on top of
the plate.
b. Two Forks: The forks are placed to the left of the plate. The dinner fork, the larger of the two
forks, is used for the main course; the smaller fork is used for a salad or appetizer. The forks are
arranged according to when you need to use them, following an ‘outside-in’ order. If the small
fork is needed for an appetizer or a salad served before the main course, then it is placed on the
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left (outside) of the dinner fork; if the salad is served after the main course, then the small fork is
placed to the right (inside) of the dinner fork, next to the plate.
c. Napkin: The napkin is folded or put in a napkin ring and placed either to the left of the forks or on
the center of the dinner plate. Sometimes, a folded napkin is placed under the forks.
d. Dinner knife: The dinner knife is set immediately to the right of the plate, cutting edge facing
inward. (If the main course is meat, a steak knife can take the place of the dinner knife.) At an
informal meal, the dinner knife may be used for all courses, but a dirty knife should never be
placed on the table, placemat or tablecloth.
e. Spoons: Spoons go to the right of the knife. In our illustration, soup is being served first, so the
soupspoon goes to the far (outside) right of the dinner knife; the teaspoon or dessert spoon,
which will be used last, goes to the left (inside) of the soupspoon, next to the dinner knife.
f. Glasses: Drinking glasses of any kind – water, wine, juice, ice tea – are placed at the top right of
the dinner plate, above the knives and spoons.
Other dishes and utensils are optional, depending on what is being served, but may include:
g. Salad plate: This is placed to the left of the forks. If salad is to be eaten with the meal, you can
forgo the salad plate and serve it directly on the dinner plate. However, if the entrée contains
gravy or anything runny, it is better to serve the salad on a separate plate to keep things neater.
h. Bread plate with butter knife: If used, the bread plate goes above the forks, with the butter knife
placed diagonally across the edge of plate, handle on the right side and blade facing down.
i. Dessert spoon and fork: These can be placed either horizontally above the dinner plate (the
spoon on top with its handle facing to the right; the fork below with its handle facing left); or
beside the plate. If placed beside the plate, the fork goes on the left side, closest to the plate
(because it will be the last fork used) and the spoon goes on the right side of the plate, to the
right of the dinner knife and to the left of the soupspoon.
j. Coffee cup and saucer: Our illustration shows a table setting that would be common in a
restaurant serving a large number of people at once, with coffee being served during the meal.
The coffee cup and saucer are placed above and to the right of the knife and spoons. At home,
most people serve coffee after the meal. In that case the cups and saucers are brought to the
table and placed above and to the right of the knife and spoons.
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When a customer enters the Grasshopper Inn, always greet them with a friendly smile.
“Good Morning/ Afternoon/ Evening Sir/ Madam. Do you have a reservation this evening?
a) If they reply yes, ask politely what the name is and check your booking system. Always be prepared and
keep the system at easy reaching distance. After all, it doesn’t look very professional to leave the customers
waiting at the bar while you run off to hunt for the diary! Once you have found their reservation, take them to
the relevant table.
b) If the answer is no, ask “How many people will be dining today?” and take them to a relevant table.
One the party has sat down (always ladies first for the below)
2. Hand them the menus and as you do so, introduce yourself as their waiter/
waitress
3. Ask if the party would like any drinks with their meal and if they would like to see the wine
menu.
NOTE: If they are not having wine, take away the wine glasses from the table
4. Leave the party to have a look at the menu. Ensure you leave not longer than 2 minutes before
going back to the table.
6. Place the napkin in the customer’s laps. Once you do this for one, the others will be sure to do
their own
7. Place/ take away relevant cutlery i.e. Place soup spoons for those having soup and take away
their starter knife and fork
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Service
NOTE:
BREAD ROLL SHOULD BE SERVED TO THE TABLE AFTER THE ORDER HAS BEEN
TAKEN
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If you are having trouble meeting guest needs, ask your supervisor or another server for help
until you can catch up.
Don’t let the guests suffer because you’re busy.
Thank the kitchen staff for their cooperation.
c) Deliver the food to the table
Serve the children first, women next, and then men and the host last.
Serve food from the guest’s left side with your left hand whenever possible. Don’t reach in front of
guests.
Always place the main item closest to the guest. For example, if they have ordered a steak,
please the steak closest to the customer.
Place any side dishes to the left of the main plate.
Always ask if guests would like you to bring or do anything else for them at this time.
Remove empty beverage glasses.
NOTE:
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While you are waiting for a manager to come over, thank the guest for bringing the problem to
your attention.
Never argue, criticise, ignore, or challenge a guest’s complaint.
NOTE:
AFTER THE MAIN COURSE, ALWAYS CLEAR AWAY THE SALT AND PEPPER, ANY
SAUCES USED BY THE TABLE
Serving/ Clearing
NOTE:
FOOD IS ALWAYS SERVED FROM THE LEFT OF THE CUSTOMER AND CLEARED FROM
THE RIGHT
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1. Remove all unused food first. For example, Butter, Bread rolls any plates of unused food etc.
2. Remove the soiled glasses and napkins.
3. Remove all the condiments, sauces, salt, pepper etc.
4. In a separate tray or plate remove all unused cutlery. NOTE: Never mix unused cutlery items with
used ones.
NB. You may have to make more than one trip for this.
NOTE:
YOU MUST ALWAYS WAIT FOR ALL THE PARTY TO HAVE FINISHED EATING BEFORE
CLEARING THE TABLE
Rules of Crumbing
1. When the main course is finished, all the cutlery and salt and pepper sauce bottles etc., should
be removed, except that cutlery which may be required for the next dessert course. While
removing the unused cutlery, it should not be mixed up with the dirty plates and used cutlery. It
should be removed separately; otherwise it may be un-necessarily required to be washed.
2. After the removal of everything except the water glass, centre-piece and any cutlery that is
required for the next course, the table should be crumbed. The waiter’s napkin should be folded
and used to gather all the food particles on the table at one side. Then, quarter plate should be
swiftly moved under the table and the crumbs gathered at one place should be carefully pushed
on to the plate. This crumbing can be done from any side of the guest. Care should be taken not
to put the dirty plate in front of the guest for long time or more than is necessary. After the
crumbing, the dessert spoon and fork should be starightened, and then the dessert should be
served.
Personalised Service
‘Personalised Service’ in Food & Beverage service focuses on the interactions between the customer
and the food & beverage service staff.
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a) Spillages
i) It is possible that during the service of a course a few drops of sauce or roast gravy may have fallen on
the tablecloth. The following steps should be followed:
Check immediately that none has fallen on the guest being served.
Apologize to the guest.
If some has fallen on the guest’s clothing, allow the guest to rub over the dirtied area with a clean
damp cloth. This will remove the worst of the spillage.
If it is necessary for the guest to retire to the cloakroom to remove the spillage then his/her meal
should be placed on the hotplate until he/she returns.
Depending on the nature of the spillage the establishment may offer to have the garment
concerned cleaned.
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If the spillage has gone on the tablecloth, the waiter should first of all remove any items of
equipments hat may be dirtied or in his/her way.
He/she should then mop or scrape up the spillage with either a clean damp cloth.
Any items of equipment removed should be returned to their correct position on the tabletop.
Again apologies should be made to guests for any inconvenience caused.
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