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T H E G R A S S H O P P E R I N N

W A I T I N G S T A F F T R A I N I N G M A N U A L

THE GRASSHOPPER INN


Waiting Staff Training Manual
T H E G R A S S H O P P E R I N N
W A I T I N G S T A F F T R A I N I N G M A N U A L

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.

PERSONAL HYGIENE: Cleanliness and freshness are of paramount importance.


The use of an effective deodorant or antiperspirant is essential.
Brush your teeth prior to any event.

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

The Table Layout


N>B

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Need to find something more suitable here…maybe table a picture of what we want
exactly?

Informal Dining

The Table Layout

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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The Correct Way to Greet a Customer

When a customer enters the Grasshopper Inn, always greet them with a friendly smile.

Greeting the customer:

“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)

1. Offer to take any coats should they have them

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.

5. Take the order from the party

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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8. Serve drinks/ Pour wine and water

Service

The Order of Service


Serve courses in the following order, unless guests request a different order:
1. Soup/ Starter
2. Main course
3. Desserts
4. Cheese course
5. Coffee

NOTE:

UPON SEATING THE CUSTIOMER, ALWAYS PLACE NAPKINS IN LAPS

BREAD ROLL SHOULD BE SERVED TO THE TABLE AFTER THE ORDER HAS BEEN
TAKEN

a) Prepare the table for each course before serving it


 Clear any empty plates or glasses from the guest’s right with your right hand. Always ask guests if
they are finished.
 Wait to clear glasses or plates until more than one guest at a table is finished, so guests who are
still eating or drinking do no feel rushed.
 Never stack dirty plates in front of guests. Pick them up separately and stack them away from
guests using the tripod method.
 Bring all sauces etc to the table before serving the customers food.
 If you will be serving an item that guests will share, bring a plate for each guest.

b) Collect the food from the kitchen


 Check the food before you take it out of the kitchen:
 Does the food look fresh and appealing?
 Have all special requests been met?
 Is the plate clean?

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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.

d) Check back to the table


i) make sure the guests are satisfied with their meals.
 Approach the guests after they have taken a few bites.
 Ask a few specific questions about the food. Such as, “How is you sirloin” or “Are you enjoying
your salad?”
 Ask if there’s anything else you can bring at that time. If so, deliver the item right away.
 Replace any butter if running low.

NOTE:

AFTER THE STARTER, ALWAYS CLEAR AWAY THE SIDE PLATE

ii) Replace unsatisfactory food or beverages.


 Apologize to the guest. Don’t make excuse or blame others for the problem.
 Take care of the problem immediately.
 Tell your supervisor or captain about the problem as soon as possible.

e) Respond to unhappy guests:


i) Listen to the guest:
 Listen to the details of the complaint. Give the guest time to explain how he or she feels and what
he or she wants. While listening, stay calm, and do not react angrily or argue with the guest.
ii) Apologize to the guest.
 Acknowledge the guest’s feelings and apologise for the problems, no matter whose fault it is.
 Repeat the complaint to make sure you understood everything and so the guest knows you
listened.
iii) Take appropriate action.
 Explain to the guest how you are going to resolve the situation.
 Excuse yourself and tell the guest when you will return.
 Call a manager immediately to talk to the guest. Let the manager know what you have done to
solve the problem.
iv) Thank the guest:

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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

f) Sell After-Dinner items


i) Clear the entire table.
 After guests are finished, remove all unneeded glasses, silverware, plates, and other items.
 Be as neat and quiet as possible when clearing the table.
 Remember not to stack dirty plates at the table.
ii) Suggest specific dessert items.
 Describe in details one or two of the restaurant’s more popular desserts. Suggest your favourites.
 If guests say they are “too full” to have dessert, suggest lighter items, such as ice cream, or
suggest that guests share a dessert.

g) Suggest coffee or hot tea


 Offer coffee or tea as soon as you take dessert orders.
 Ask guests if they would like cream, sugar, or lemon with their coffee or tea.

h) Present the bill.


i) Prepare the bill
 Review the bill carefully to be sure it is complete and accurate.
 Make sure all drinks and desserts are included on the bill.
ii) Present the bill on a silver plate
iii) Sincerely thank guests and invite them to return. Use the guests’ last names if you know them.
iv) Take the payment by cash/ card
v) Always provide a receipt with the change/ card receipt
vi) Thank the guest when you return the change and receipt, and invite the guest to return.

Serving/ Clearing
NOTE:

FOOD IS ALWAYS SERVED FROM THE LEFT OF THE CUSTOMER AND CLEARED FROM
THE RIGHT

DRINK IS ALWAYS SERVED AND CLEARED FROM THE RIGHT

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Rules for clearance of a table:


When tables are cleared, do not put everything on a single tray, but remove the different articles in this
order:

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.

Why personalised service is required in restaurants/ venues:


In Hotel or restaurants, Guest must be treated as KING/QUEEN. We are here to give comfort and
happiness to the guest along with food. This helps the venue to get repeat business and this causes the
revenue of the restaurant to increase. If guest will be satisfied by service, then he will advertise the
venue to his/her friends or relatives without any costs to the venue.

How we can give Personalised service to guest:


 Always wish the guest in proper way.

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 Talk with the guest.


 Suggest the guest the correct combination of food & beverage.
 Maintain proper languages and body action.
 Always have smiling face.
 Solve any problem of the guest on the spot.

You should remember following points, while in conversation with guests:


 Don’t talk to other staffs without first excusing themselves from the customer.
 Don’t interrupt interactions between customers and staff, but should wait until there is a suitable
moment to catch the attention of the guest.
 Don’t serve the customer whilst carrying on a conversation between themselves.
 Don’t talk across rooms either to each other or to customers.

Always follow these simple rules, while giving personalised service:


 Showing customers to their table – Always walk with them at their pace.
 Seating customers- Ladies first descending in the age unless the host is a lady.
 Handling menus to customers- Offer the menu and wait for the customer to take it.
 Opening and placing napkins- Open carefully, do not shake it like duster, place it on the
customer’s lap after saying excuse me to the guest.
 When offering water or any extra food items like bread rolls, always say “Excuse me Sir/ Madam,
would you like another bread roll?”
 Talking to customers- only when standing next to them.
 Serving and clearing- always say “Excuse me” before serving or clearing and “Thank you” after
you have finished with each customer.
 Explaining food and beverage items- use terms the customer understands (i.e. no technical
terms); use terms, which make the sound attractive; do not use abbreviation.

How to address customers or guest:


 Always use “Sir” or “Madam” for addressing a guest.
 If you know the name of the guest, then address him by “Mr Smith” for example.
 Always greet the guest with ‘Good Morning/ Afternoon/ Evening”, while meeting with the guest at
the first time.
 Always say “Good Night” or “Thank you” while guest is leaving the restaurant.

How to deal with unforeseen situation, if occurred during service:

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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