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Gastro Lounge Inc.

Food & Beverage Basic Service

Training Module
RAMON DEAN REFORZADO JR.

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INTRODUCTION

This training module is design to provide the basic knowledge needed by an individual who is interested in exploring the countless possibilities of the hospitality industry. Its main focus is to provide the essential information on the different restaurant and dining service aspect.

These three day program gives emphasis on the proper behavior of a service professional and the basic knowledge one must have. This program is inter-active in order to encourage the participants to be involved in the discussion.

EXPECTATIONS OF THE EMPLOYERS UNIFORMS AND STANDARDS: The Company Look

As a representative of the company, you are expected to take pride and care in your personal appearance. Always present a professional look and avoid the extreme.

Hygiene
Always maintain clean hands. Keep your fingernails clean, shined shoes and clean, crisp uniforms.

Jewelry
Wear minimal amounts of jewelry. No more than one of the two simple rings. Ladies earrings should be small posts or loops, and no more than two in each earlobe. Other forms of body piercing, nose clip and earrings are not acceptable.

Hair
Your hair should exude a clean, sleek and natural look. It should be simple and with no extreme colors or design. MEN: Wear hair neatly trimmed off the collar. If you have facial hair, you cannot grow it while on the job. You must always shave before coming to work. Beards and goatees are not allowed. WOMEN: Tie back long hair with accessories made natural looking fabric on material. Ribbons, beads or glitter are not acceptable.

Attire
The company has taken great care to select your uniform that reflects the style of the company. Wear your uniforms with pride. Make sure that your uniform is clean, pressed and without tears. You must always have the buttons done up and your shirt tuck in.

Shoes & Socks

All associates are required to wear black safety shoes (rubber sole) and black socks.

Name Tags:
You will be provided with a nametag that must be worn as part of your uniform.

Lockers:
Because you will need to change into a uniform when you arrive to work, the company will supply you with a locker. The locker may be your own or you may have to share with another associate. Either way please be aware that the management may conduct periodic checks for both sanitary or security reasons.

Sign In/Out Procedures:

Always remember to sign in and out. It will eliminate additional paperwork and delays in getting paid. When you arrive for your shift please ensure that you sign in only! When your shift is completed then you sign out. Please so not sign in and out at the same time as that might wrongly indicate to us that you are no longer on shift. Do not sign in/out for another associate, or ask another associate to sign in/out for you. That would be considered of payroll records and therefore cause for discipline.

Schedule Rights & Obligations:

The following will explain the particulars on scheduling. It is your responsibility to read and understand the following procedures. The schedule will be posted in advance. It is unacceptable for you to just not check off a shift you cannot do or do not want. You must notify a supervisor in person to have it changed. Leaving on a message on the phone is also not acceptable. You must speak to a supervisor in person. Give at least a week notice if you intend to go on leave.

Policies:
As an employee, it is important to be aware of a few general company policies. The following policies ensure that the employees highest standards are maintained at all times.

Tardiness & Absenteeism:

It is very important that you be on your time for your shift. You must be in the workplace ready to go at your schedule time. If you are running late or cannot make it in to work you must give us as much notice as possible by contacting a Manager or Supervisor in person. It is unacceptable to leave a message to a fellow employee with no excuse.

The Work Area:

The work area must be kept clean at all times. Other associates use the same area and equipment during their shift, and like you they would expect to come to work and find that everything is in its proper place.

Bulletin Board:
Please be sure to always read the bulletin board, as it contains news and memos pertaining to your work. Other than monthly associate meeting, this may be our only other way of communication.

Associate Accidents & Injuries:

If you incur an injury at work, it is very important that you report it as soon as possible to a supervisor. Even if you feel it is not serious, make sure you report.

Lost & Found Procedures:

All found items are to be brought immediately to the Managers office where a supervisor will log it and keep it for safe keeping. The followings are the usual guidelines that are being implemented by most companies: 1. All belongings that are left behind by the guest must be surrendered to the supervisor or the lost and found office. 2. These items will be kept at a safe. 3. A logbook will be filled up with the following details: Name of employee who surrendered the lost item Date Place where the item was found Description of the item Signature of the person who found the item 4. The supervisor in charge will counter sign the logbook. 5. Lost item will be mentioned in the daily briefing in case of guest inquiry. 6. This procedure must be followed at all times.

Fire & Emergency Procedure:

In any emergency it always important to know and follow certain protocols. In case of fire: Dont panic, know your environment specially fire exits Know certain materials used to extinguish fire, such as fire extinguishers and fire hoses Always have an accessible first aid kit on standby Know emergency hotlines, such as fire & rescue department, hospitals and police stations.

PROFESSIONALISM:
Professionalism is a state of mind. It is vital that you think, talk, and act like a professional. You represent the company in all your actions on the property, including your manner of conduct and crispness of your uniform. Whenever you are on duty, you are on stage! The guest had come to expect great performances from the company. Your performance should be meticulous from the moment you enter the property until the moment you leave.

TEAMWORK:
Teamwork will be the foundation of the companys success. It ensures that service and efficiency are at their best. High energy from the employees is the driving force behind the teamwork. Every guest is your responsibility. However you must also provide excellent service to your fellow workers. Always be willing to help other employees as if they too were guests. You must count on your fellow employees and they must also be able to count on you.

POSSITIVE ATTITUDE:
Your positive attitude makes your guest feel welcome. A sincere, friendly smile is the best tool you posses to project a positive attitude.

AN AIM TO PLEASE APPROACH:

Immediate response to any guest needs reflects a dependable person willing to do whatever it takes to ensure guest satisfaction. Your sense of urgency creates an atmosphere in which all guests clearly perceive that their needs are of the utmost importance and will be met. Our quality and performance standards are set to create such an atmosphere. Know that you have the resources available to create a successful guest experience. Anytime you feel you dont have the necessary resources to create success, make your manager or department supervisor aware of the situation so that we may resolve the problem promptly. Our guests return because of the enthusiasm and genuine desire to make them feel happy and at home.

SERVICE WISDOM

SERVICE
In the restaurant industry, Service is defined by two words COMPETENCE and FRIENDLINESS. Competence can be defined as serving food and drinks in the correct manner to the guest. The service person knows whom the ordered items belong, women are served first and the standard of restaurant service is not being deviated. Competent service is often unnoticed, but it results in a good feeling about the restaurant by the guest. Friendliness is much more important than competence. The service person must make the guest feel that they are guests in a private home. However, the service person must be realistic and not over friendly to the guest.

EXCELLENT SERVICE
Occurs when guests in a restaurant never have to ask for anything. Many times guests do not realize they have received excellent service until they have left the establishment.

CUSTOMER REMEMBER
A good server can save a bad meal, but a good meal cant save a bad server. Good service is what differentiates restaurants in todays saturated marketplace. We are not selling just food in the restaurants; we are selling a pleasant experience.

Every time a service organization performs for a customer, the customer makes an assessment of the quality of the service, even if unconsciously. The sum total of the repeated assessments by this customer and the collective assessments by all customers establish in their minds the organization image in quality service.

Consider this:

THE IMPACT OF NEGATIVE WORD OF MOUTH PUBLICITY

100 Guests 10 Served Poorly but never Complained 90 Will Return 10 Never Return

Each Tell 20 Friends about Poor Service 10 People Report the Story to 30 of Their Friends

10 x 20 = 200 10 x 30 = 300

10 Negative Guests Create 500 Negative Word-of-Mouth Publicity

Invisible Report Card We can think of the customer as carrying an invisible report card with them. This is their basis of grading the establishment and to decide whether to partake of the service again or to go elsewhere. All service person must remember that just like in the old school days, the students are the one responsible in making their grades. The same holds true with our guests. They are like our teachers who grade our performances every time they patronize the establishment.

SERVICE EXPERIENCE

The Good & The Bad

A good service is defined on the character of the server. And the characteristics of a good server are as follows; Approachable Hospitable Knows the Menu Caring Patient Flexible Helpful Polite Well groomed Enthusiastic Willing to Learn A Team Player

PRINCIPLES OF HOSPITALITY

GREET EVERY GUEST WITH A SMILE AND THANK THEM AS THEY LEAVE SPEAK TO GUEST IN A WARM, CORTEOUS MANNER AND WITH CONFIDENCE

ANTICIPATE GUEST NEEDS AND BE EMPOWERED IN RESPONDING TO IT BE KNOWLEDGEABLE AND BE PRODUCTIVE

L.E.A.R.N. THE H.E.A.T. IN ORDER TO DEAL WITH UPSET GUESTS

COMMUNICATION

BODY LANGUAGE

-Is any that others can see or hear and interpret, including facial expressions, posture, hand gestures and noises.

ACTIONS

-Is something that you do or say you are going to do.

STATEMENTS

-Are the words you use, a combination of what you say and how you say it.

Know the Three Vs

Vocal Verbal Visual

36 % of the message 7 % of the message 57 % of the message

In the process of communication usually people will be focused on your voice inflection and your body language that some will miss your actual verbal instructions.

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HOSPITABLE BODY LANGUAGE

SMILE- A smile is a universal gesture of hospitality. A warm, genuine, sincere smile can never be misunderstood.

EYE CONTACT- Maintaining appropriate eye contact with people tells them you are honest, sincere, and genuinely interested in what they are saying. Be careful not to stare! Negative forms include. Staring, rolling eyes, scowling.

EXPRESSIONS- Each person have their own unique mix of facial expressions. Raised eyebrows is one tell tale sign of excitement. Make sure your face is telling the right story! Negative expressions include lip curls, frowns, and scrunched noses.

POSTURE/STANCE- Good posture conveys confidence and interest. Stand straight not stiff. Stand in one place and be sure footed. Avoid shifting weight or swaying. Hands on hips or folded in front of you send negative messages.

GESTURE- Hand movement is a great way to add animation to your conversation. Also when youre out of voice range or on the phone, you can use hand movements to wave or make acknowledgements. Be aware of distracting mannerism such as hand washing or jig leaf, keep your hands out of your pockets and avoid pointing.

GROOMING STANDARDS- your personal hygiene and attire have a tremendous impact on the way you are perceived, as well as on your credibility.

TONE OF VOICE- This one isnt really body language, but its so closely related, we had to include it. The point is, how you say something is just as important as what you say. Just as your body language affects how your message is interpreted, so does your tone of voice. Be enthusiastic, concerned, positive, and sympathetic - whatsoever the situation calls for. 11

TELEPHONE ETIQUETTE

1. 2. 3. 4. 5. 6. 7. 8. 9.

Give priority to incoming calls; try to answer with less than 3 rings. Put a smile and warmth in your voice. Use your natural voice. Hold mouthpiece 4cm away from your mouth and dont shout or whisper. Dont chew or eat while receiving a call. Avoid speaking to another person. Always greet callers with Good Morning, Good afternoon, or Good Evening. Then identify your organization, or your department and yourself. Clarify. If you are giving your reasons for calling. Personalize. Make every caller feel important and address them by name if possible. 10. Listen. Be patient and listen carefully to the caller. Give your fullest attention. 11. Repeat back message and information to double check. 12. Use magic Words: Thank you, Please, etc.. Show your willingness to help. 13. Have a pencil and paper handy, take note if necessary. 14. If and when transferring calls, make it prompt and never keep the caller in the dark. 15. To ensure that you are not missing anything from the caller and to show your courtesy let the caller ring off first.

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PERSONAL HYGIENE

SANITATION & THE PREVENTION OF FOOD BORNE ILLNESS

All associates are equally responsible for ensuring the sanitation and cleanliness of the area in which we work. Due to the severity of food borne illness and the possible effects, it is necessary to mention several pointers in order to increase your awareness. 1. Practice good personal hygiene. Associates must wash their hands thoroughly with soap and water, and use a sanitizer before beginning or returning to working with food or utensils. 2. No eating, drinking or smoking at work stations. 3. Ready-to-eat food must not be touched with bare hands. Disposable gloves, tongs, or other dispensing devices must be used to handle food. 4. Hold food within safe temperature zones. Hot foods 140 F minimum; Cold foods 40 F maximum. Utilize an accurate food thermometer to check temperature often. 5. Cover, label and date all foods to be stored. Use approved plastic or stainless containers only. 6. Use approved wiping cloth (i.e. disposable or cotton cloths). Terry cloth towels are not permitted for food service use. 7. Toxic and chemical materials must be properly segregated and stored away from food, food equipment and utensils. 8. You should not handle food if you have a cold or sore throat, for coughing and sneezing contaminate food through the air. 9. Never handle food if you have skin infections, festered sores or boils. 10. Clean doesnt necessarily mean sanitary. Clean means free of visible dirt; sanitary means free of bacteria and micro organisms which cause food borne illness. 11. The bottom line is that sanitary procedures will prevent outbreak of food borne illness. The most important thing to remember is..

CLEAN AS YOU GO!

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GOOD HOUSEKEEPING
TABLES CHAIRS FLOORS Pick up any litter from the floor Sweep the floor thoroughly including corners. Wash the mop head with hot water always. Use proper chemicals in cleaning the floors. Make sure that the wet floor sign is up when mopping the floor. Wipe chairs daily making sure that it is clean and free of any food residue. Do not place chairs on top of the table Wipe the legs weekly and when deemed necessary. Never use any sharp objects when cleaning the chair. Make sure that the legs of the chairs are not damaged when mopping the floor Wipe the table tops in one direction Always wipe the underneath of the table. This will ensure that its free from gum and other slimy organism. Wipe clean the feet of the table every week and when deemed necessary Report any damage of the table at once to the manager/supervisor.

SIDE STATIONS WINDOWS Use appropriate glass cleaning chemical. Ensure that the blade of squeegee is in good condition. Wipe clean the base of the window pane. Wipe side stations clean after every shift. Replace under liners every week. Clean side station cabinets daily and replenish items.

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RESTROOMS Always check the availability of the paper napkins, liquid hand soap, and tissue rolls. Always check the trash receptacles. Make sure that the hand dryer is functioning. Make sure that the floors are clean. Make sure that the bowls, wash bins and mirrors are clean.

LOCKER ROOMS BACK AREA Make sure that the floors, walls and other areas of the back area is clean. No associate is allowed to stay at the back area once their shift is done. All associates are allowed to eat only at the designated area at the back area. All associates are responsible for the cleanliness of the locker room. No perishable item must be kept inside the locker cabinet. A monthly fumigation will be conducted to all locker cabinet. All associates must provide for their own locks. Locker cabinet must be kept clean at all times.

SERVICE TO BE USED:

BASIC WESTERN SERVICE

Greeting and Seating the Guest Present the Menu Order Taking Procedure Serving Standard of Clearing the tables and collecting plates Re-set up a table

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GENERAL RULES

Appearance is important and so is the personality Positive attitude is a must Maintain a good communication channel with colleagues Uniforms should be worn while at work and they should be clean Shoes should always be clean and polished Stand on two feet and always stand up straight, no leaning against wall or furnitures Everything should be carried on tray when in guest area No fingers in glasses even when cleaning away from the tables Always make sure clean ash trays is on the table, change at once when there is one cigarette end No sitting in guest area No running anywhere especially in kitchen and in guest area Put dishes down carefully and gently Do not pick up the cups or glass when pouring beverage on the table Assure that no water-spotted and chipped silver are used Plates from a table should be cleared only after all of the guest on the table have finished their meal

GREETING AND SEATING THE GUEST Approach the guest at once at the reception area Never leave the guest unattended no matter how busy the restaurant is Greet the guest by saying Good morning Sir/Madam, May I help you? If you recognize the guest, address the guest by name, Good morning, Mr. Xxx, Great to see you again or something similar to please the guest If the guest has a booking, show the guest to the table by saying, Would you mind to come this way? or May I show you the way etc. Remember that eye contact and gestures are very important While you are showing the way, do not walk in your own path without considering the guest speed Pull the chair for the guests convenience and seat him Unfold the napkin and ask for the first drink

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PRESENT THE MENU Greet the guest and offer the drink. It will depend on the meal period, it will depend on the meal period, it will depend on the meal period for breakfast, be quick since most of the people have not much time. For lunch and dinner, people like to settle down first Open the menu and present it at the right hand side of the guest Before presenting the menu, say May I present the menu Never forget tom present the menu to ladies first Do suggest the special on the menu before leaving the guest alone

THE MENU
STANDARD MENU SET MENU BUFFET MENU Salad Soup Main Course Desert Coffee Appetizers Soups Salads Pasta Main Course Dessert Coffee Menu

LAURIAT MENU

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BEVERAGE & COCKTAIL MENU

A list of all available beverages, cocktails and mix drinks.

WINE MENU
A selection of wines from all over the world with different grape varieties.

ORDER TAKING PROCEDURE Approach the table to take the order with a pleasant smile and ask if the guest is ready to order Take the order in a table plan. This is an advantage when the food is ready to serve. The servers can serve according to the table plan, this is particularly useful when the table is occupied by many people Begin with the guest next to the host or hostess, if one can be determined and take the order first of the women at the table, then the men, then the host last Make eye contact with each guest and smile when taking the order Repeat the order and make sure to write any special requests, like without sauce, without dressings, rare, etc. Thank the guest for the order All food and beverage should be written down clearly in the order slip separately with proper abbreviation and good hand writing to avoid misunderstandings Remember that the copy for the cashier must be placed at the cashier counter Pass the order to the kitchen or bar immediately. A delay in the ordering will delay the service.

SERVING -

All food items will be presented on dishes from which they will be eaten (with the exception of some sauces & dressing and the order of service) Bread and butter are the first items on the table so that the guest is occupied while waiting Before you serve the guest, make sure that the appropriate cutlery has been placed Minimize waiting time (from pick up in the kitchen to the table) in order to keep the food as hot as possible

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Tell the guest, Please enjoy your meal Beverage service is done always before the food service, and always from the right Always pour the beer and the mixer and remove the empty bottle Food service is done on the left During the service, always refill the glass and offer a second or third drink if needed Suggest the wine. Remember that most people think they cant order wine in Japanese restaurant, so there is a need to make them aware of its availability

STANDARD OF CLEARING THE TABLES AND COLLECTING THE PLATES When guest finish their food, the server has to clean the dishes away without delay. Before taking anything away from the table, make sure that all the people on that table are finished eating. Then ask permission by asking, May I clean the table? with appropriate use of hand signals When you start cleaning, start with the lady and work clockwise. Take out the plates always from the right Always clean the plates of the same size together- bigger plates before the smaller plates to ensure stability When clearing away the dishes, remember to clean the cutlery as well When clearing the main course, remember all the side plates and breads must be removed as well After cleaning all the dishes from the table, remember to present the dessert menu to the guest and ask if he would like coffee or tea with the dessert

BILLING PROCEDURE At the end of the meal, prepare the check, double check the total. All the checks are to be presented to the guest requesting them, whether that guest is the host or not When the guest ask for his check, it is to be given to him inside the check folder on the right hand side While the guest is reading his bill, wait at some distance where the server can answer immediately any question he may raise

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If the guest feels that you have made error on the check, review carefully with the guest all the items ordered and the prices. If there is still a problem, ask the manager or supervisor to assist at once. Never argue with the guest Remember to say thank you and invite the guest to return after presenting the check

RE-SET UP A TABLE When the guest leaves, make sure that there is nothing left behind. Put the chairs back to its proper place Use a tray to clean all things on the table, then use a clean cloth to clean the table top and ensure that the table and chairs are tidy Make sure that all the appropriate equipment is in good order

PROPER CLEARING
REMOVAL PROCEDURES Empty plates and glasses are cleared from the right. Clear one course completely before serving another. Remove all dishes from one guest before going to another. The plates are removed in the following order: main course, salad, bread and butter, and vegetable. All condiments should be removed with the main course removal. All dishes should be stacked behind the guest onto a tray, which is either held or placed on a tray stand. Note: tray stands are designed for the oval tray. When placing dirty dishes on trays, quietly scrape leftover food. Stack like plates on like plates, using one plate for excess scraps that can be easily slid off plates. Work quietly! When carrying large oval trays out of the dining room, the dishes may be covered with a guest napkin, to keep unsightly items out of the view.

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CLEARING THE TABLE BETWEEN COURSES

REMOVAL PROCEDURE: Used silverware is replaced with necessary silverware needed for the next course. The same teaspoon may be left on the table if it is being used for beverage service. A knife, which a guest has used for cutting a salad, for appetizer service, etc. should be removed when that course is removed, and a clean one brought. The knives should never be taken off of the plate and laid on the table. When removing dishes, care should be taken to remove cracker wrappers, stir sticks, soiled cocktail napkin, etc. De-crumbing can be done if necessary. Small, metal, pocket-clip crumbers are available for use in cleaning the table quickly, usually after entre is cleared and before desert is served. Specialty restaurants may choose to purchase a more elaborate decrumbing device for this purpose. After the entre course, everything should be cleared from the guest, leaving only the following items on the table: Water glass Teaspoon (for coffee later) Coffee cup and saucer (or mug) Cocktail glass or wine glass if guest is not finished Guest napkin

All other silverware, dishes, bread and butter service, and condiments should be removed.

REMOVAL OF ITEMS DURING THE GUESTS MEAL It is policy to wait until all guests are finished with a course before removing dishes. This is so our guests will not feel rushed nor conspicuous. There are situations where early clearing is needed, such as with small children at the table, or if used dishes interfere with the guests comfort. Guests should always be asked before dishes are removed. The best way is to say May I remove these please? or Would you like me take this for you? This is preferred to Are you finished?

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BUSSING THE TABLE

Some important points when bussing tables: Pick up cups by their handles, glasses by the stem or base, and silverware by the handles. Do not touch with hands any parts of dishes or silver, which have come in contact with the guests mouth. Stack dishes on trays according to size-large plates together-small plates together-small plates and saucers on top of large plates (or on side of tray)-tall glasses in center of tray near cups. Always stack dishes carefully and handle silverware quietly. Stack the heaviest dishes on the side of the tray that will be carried next to the body. Stack the small items around the edge of the tray. Place silverware together, on the side of the tray. Remove as tray(s) from the table to the tray. Never dump ashes in the dining room. Twist paper items together so they will not blow off the tray but do not place them in glassware or cups. They may be placed on the side of the tray or on top of dishes. For tables without tablecloths, the table complement should be moved to the opposite side of the table, in order to wipe the table. They are not be placed on chairs, windowsills, and edges of walls or other tables. The table surface and sides should be wiped clean, with all crumbs wiped into cupped hand, plate or tray (make sure not to wipe debris onto the chairs of floors). The table complement is then put back in its proper place on the table. The salt and peppershakers should be wiped clean at this time. Chairs must be crumbed each time a table is cleared of soiled dishes. Always pick up crumbs in a side towel. Do not use guest napkins for any cleaning of tables. Never wipe crumbs on to the floor. Push chairs back into place after crumbing. This gives more room for employees and guest to pass, and also keeps the dining room looking neat and orderly. The floor around the table should be checked for the debris or spills before leaving the table.

TRAY SERVICE
In most restaurants, food and beverage are served from trays. There are several sizes of trays, all with non-slip surfaces: Oval (25 x 27) food service in all-purpose restaurants and in specialty restaurants.

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Round (16) for cocktail service in restaurants, room service and some lounges, for appetizer, beverage, dessert service in all purpose restaurants.

LOADING TRAYS Care should be taken to proper load trays, for safety reasons. Some general rules follow: Never load more than can be carried. Two trips are better than one accident. Heavier items should be placed in the center of the tray, or area closest to the servers body. Tall glassware should not be placed at the outside edge of the tray where it might fall off. Condiment bottles and pepper mills should be laid flat on the tray so they wont inadvertently fall off while being carried. When using plate covers for stacking, care should be taken to insure they are fitted properly on each plate. The underside of the tray should be checked for cleanliness and free from grease or moisture.

SERVING FROM/CLEARING TO TRAYS Oval this tray is always used in conjunction with a tray stand, usually a wooden one that opens and can be folded with ease. The tray is placed onto the stand. Care should be taken to ensure the tray being firmly placed on the stand. This tray should not be placed on a table or chair. Once food is served or tables cleared, the tray and tray stand are removed from the dining room. In case where a permanent tray stand has been approved to be in the dining room, supervision must insure that they do not become stationary garbage collectors. When clearing to a tray, dishes of same size should be stacked together as is possible. When there is excess food on plates, one dish can be placed in the center of the tray, and food gently but firmly shaken onto the dish. This procedure must be done with discretion, so guests are not subjected to unappetizing sights. However, care must also be taken so that trays can be safely carried out of the room. A gust napkin may be used to cover dirty dishes and other items as the tray is being carried away. The tray is lifted up, the same way it was put down. 23

Round all beverages are served from a tray, except for carrying a coffee pot or water pitcher to the table. These may be carried in the free hand. The tray can be placed on the table in the restaurant only after the guest has left, and the tray is being used for clearing.

CARRYING TRAYS Oval these trays are carried over the shoulder, using one hand on the heaviest part of the tray, fingers pointed to the back of the tray. They should not be carried in front at waist level. The other hand should remain free to open doors, carry a tray stand, etc. the tray should be rested on the shoulder except when extremely heavy. Experienced employees can eventually balance trays on the tips of their fingers, although this is not a prerequisite for carrying the tray. Generally, the tray is carried over the left shoulder, since IN doors are located on the right and there can be a smooth movement by the server when going in and out of the doors. Round these trays are carried on the left forearm, same as the rectangular ones, in front of the body.

DIFFERENT DINING SERVICE

BREAKFAST
Guest greeted by greeting host/ess Guest seated by host/ess. Menu presented if breakfast placemat/menu isnt used Guest greeted by server, water served (if applicable) and coffee immediately offered (or another beverage). Filled water glass brought on tray during breakfast. Extra place settings added or removed. Breakfast order taken Appetizers served (i.e., juices, fruits) Appetizers cleared, if guest are finished. Entrees, accompaniments, breakfast breads served. Guest asked if they would like anything else. More coffee offered. Check presented. Dishes cleared when guests are finished. More coffee offered. Guest thanked and asked to return.

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AMERICAN SERVICE
In American service, food is plated in the kitchen, and placed before the guest. Side dishes used are for bread and butter, and for salad (vegetables are placed on the main dish). The general rule for serving is: Serve solids from the left, liquids from the right, and to remove soiled tableware from the right Service is fast, since one server can take care of many guests, and a minimum of training is needed.

FRENCH SERVICE
The pattern of French service involves the use of elegant serving pieces (usually silver); the heating and garnishing of food at the guests table, usually from a guerdon; and the serving of the food to a heated plate which is then served to the guest by a person other than the one who finished the food tableside. French service usually involves the use of a team system, details of which are found elsewhere in this section. French service is impressive, but requires ample space for using a guerdon, takes more time to complete, and needs more experienced personnel to implement. Plated entrees are served from the right, bread and butter, salad, etc. from the left, beverages from the right. All are removed from the right.

RUSSIAN SERVICE
In this service, the food is fully prepared and precut in the kitchen, and then neatly arranged on platters by the chef. (In most cases this applies to entre service. Other courses are served individually). The server picks up the food and returns to the dining room. Empty plates are brought together with the food, and then placed in front of the guest. After the plates are placed, the server returns with the tray of food and going clockwise around the table, serves the food from the guests left, with the right hand. To recap: empty plates are placed from the right, by going around the table clockwise. Food is served from the platter from the left of the guest, the server going around the table clockwise.

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LAURIAT SERVICE
This type of service is used for Chinese Banquet. Lauriat Service requires portioning of some of the food depending on the menu. Food is brought out from the kitchen in big platters according to the order of Chinese course.

COCKTAIL SERVICE
Although this type of service is not written in any manual or recognized by the international community, this service is very common in the Philippines. In some countries, they prefer to call it Hi-Tea Service or Snacks service. The most common element is that this type of event normally composes of food that is classified as finger foods or pica-pica while beverage requirement depends on the organizer. Choices on beverage can be limited or what we call open bar. Cocktail fork, cocktail napkin and small plates are the equipment used while food service is done by tray service, wherein a waiter/waitress carries a tray with food and offer it to the guest or sometimes, a small table is set up where the food are placed.

BUFFET SERVICE
This type of service is also called fast meal service. It can apply to breakfast, lunch, snacks and even dinner. This set up applies as well to various menus. Another appeal of this service is that it offers the guests an opportunity to sample items which he/she might not otherwise try, as well as the bargain appeal in terms of price/value ratio. The buffet station must always be clean, food deliciously appealing, set up with an intelligent thought of arrangement for guest ease and smooth traffic flow; well lighted for maximum merchandising and kept open until the appointed time.

LOUNGE FOOD SERVICE

Some type of food service is available in all lounges; from snacks to raw bar entrees. Basic service rules applies, but with some exceptions. Because lounge tables are generally smaller than restaurant tables, rolled silver is used for food orders. Standard service is one fork, one knife, one spoon in a linen napkin. (In our case we will only use a cocktail fork/salad fork and a piece of personalized paper napkin). There is no pre-set table complement in lounges for food service, so all accompaniments must be brought with the order. Extra care should be taken to check on cleanliness under tables after food service, since the lighting makes it difficult to see during cleanup. 26

SERVICE DELAYS/PROBLEMS If the server faces a delay in service to the guest a busy kitchen, a dropped order, a miscommunicated order, etc.,- he/she should immediately inform the guest of the delay, and offer something to occupy them until the order is up.

For example, I just checked on your order, and it is not quite ready yet. Might I bring you (more bread) (another cocktail) in the meantime? No one should be blamed for the delay, since this does nothing to speed up the delivery of the item. If the server feels the food/beverage item is not what it should be, the manager or supervisor should be informed. Arguments should be avoided.

DIFFERENT DINING EQUIPMENTS

GLASSWARE Goblet High ball Poco grande Burgundy glass Bordeaux glass Champagne flute Pilsner Old fashion Martini glass Margarita glass Gibraltar Shot glass Brandy glass Irish coffee mug

Coffee cup & saucer Demitasse cup & saucer Tea pot & saucer Sugar bowl Milk jug 27

PROPER HANDLING OF GLASSWARE Always serve spotlessly clean glasses Always hold the glassware at the base or stem For cups or mugs, it must be picked up by the handle Chipped glassware should be shown to the manager/supervisor, and then discarded Always clear glassware first Always place glassware into proper rack

FLATWARE Dinner knife Dinner fork Salad knife Salad fork Soup spoon Dessert spoon Dessert fork Steak knife Cocktail fork Teaspoon Demitasse spoon Serving tong Serving spoon (buffet use) Serving fork (buffet use)

PROPER HANDLING OF FLATWARE Always Always Always Always serve clean and polished flatware hold flatware with a waiters towel or at the side of the handle soak flatware into its proper chemical solution segregate flatware accordingly and placed into its proper rack.

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CHINAWARE Dinner plate Salad plate Pasta plate Dessert plate Cocktail plate Round Chinese platter Oval Chinese platter PROPER HANDLING OF CHINAWARE Always serve clean chinaware Never pressed your thumb on the plate to avoid thumb mark Always clear and stack chinaware according to the same type Never carry more than 10 empty plates at the same time Always use decoy system

SAFETY CHECKLIST
Always keep the following safety tips in mind.. Look as you round corners or say coming around as you go around blind corners. Others will know you are coming. Wear proper shoes to prevent slips and falls. Never run, Avoid sudden stops and runs. Slow down, you will get there safer. Tell people you are behind them. Always walk to your right side. Never leave dishes, trays, glass racks or carts in walk - ways Never overload trays. Use proper lifting technique- lift with your legs, not your back. Hold trays with one hand, leaving the other for protection. Clean all spills and drops immediately. Know location of wet floor signs and mop stations (and use whenever needed) Know locations of fire extinguishers and how to use them. Beware of hot surfaces- toasters, coffee, urns etc. Never put knives or metal objects into toasters. Always use an ice scoop- never your hands or glass. Always report an accident or incident to your Supervisor IMMEDIATELY SAFETY FIRST!!!!!! 29

HOW TO OPEN AND SERVE A BOTTLE OF WINE

Mis-En-Place in opening a Red Wine; 1. 2. 3. 4. Corkscrew Wine cradle/table Glasses Service cloth

For White Wine; 1. 2. 3. 4. Corkscrew Wine bucket and stand Glasses Service cloth

10 step guide in serving wine 1. Approval. Present (label out) to the right of the host/person ordering. Upon approval, place the wine on the corner of the table. 2. White wines may be opened on the coaster/plate or in an ice bucket. 3. Red wines should be opened on the corner of the table. In-hand opening is acceptable if space does not permit table top opening. 4. Foil removal, cut the foil below the lip-neat and complete. Pocket the foil. Two reasons to cut below the lip; (1.) Avoid sediment/dirt to be poured into wine, (2.) Avoid wine contacting the foil (due to dripping) 5. Wipe bottle. Wipe moisture from bottle. 6. Wipe lip. Wipe the lip of the bottle before and after you remove the cork with the corner of the napkin. Do not touch the lip with your fingers. 7. Pull the cork. Extract the cork without jolting the wine. Insert the point of the auger just off-center, set the auger by rotating 1-2 turns, continue until 1 turns remains on the auger (not penetrating the bottom of the cork). Set the lever handle and hold in place with opposite hand. Pull straight up slowly to ensure an even tension on the cork. Continue until cork is out (you may use your hand around the cork to complete the extraction if necessary). Pull slowly and steady to avoid breaking the cork and the excessive POP! 8. The Cork, place without fanfare to the right of the taster. Proceed.

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9. Tasting/Approval. Pour 1-2 ounces for tasting. Wait for approval from the taster. 10. Pouring. The following are general guidelines for pouring sequence; Guest of honor (if applicable) If a couple/twosome, the other person is serve first If a group, pour clockwise around the table: women first, then men Host is always served last.

Fill level should be less than one-half and no more than two thirds full. When in doubt, pour less not more, if you have a concern that you will not make it around the table. Pouring level should be consistent from glass to glass.

SPARKLING WINE OR CHAMPAGNE Sparkling wine service is similar to that of white and red wines with the following notes; Never open a non-chilled bottle. It will explode and foam over. Use an ice bucket; 50/50 water and ice. This allows you to handle the bottle easily and keep the wine properly chilled. When opening, place a napkin and your hand over the cork before loosening the cage. Untwist the cage and loosen the wire do not remove the cage. Twist the bottle (not the cork). One hand is holding the cork inside the cage, twisting the bottle with the other hand, holding the bottle at a 45-degree angle. Open with a minimum pop or a slight hiss.

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CHECKLIST FOR GOOD SERVICE

A good exercise would be to have servers ask these questions of them, to see where they stand in terms of good service: Do I know the menu thoroughly? Do I know beverages? Do I always wear a smile? Do I use the proper food accompaniments? Do I see that water glasses are constantly filled and iced? Do I serve food and beverages properly? Do I make guest feel welcome? Am I alert to their needs? Do I keep guest tables in order through the whole meal? Do I check back at least twice during the meal to see that everything is fine? Do I walk and work with confidence? Do I show pride in my job? Do I have knowledge necessary to answer other questions guests may have about the restaurant and hotel?

Guest knows when they receive good service. Very often they cannot specify why, but they are sensitive to fine details. A good server pays attention to all aspects of service, knowing that the whole picture is made of a myriad of small details, each important in its own way; each adding to perfect service.

END OF TRAINING

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