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Trainer:
NAME OF TRAINEE
Prepare the Dining Area/Restaurant Area for Service
Answers phone inquiries promptly, clearly and accurately
FOOD AND BEVERAGE SERVICES NC II
Details of Reservatons were recorded
Repeat and confrm the details of reseravton
Provide additonal informaton of food service
estbalishment
Supplies in the Service Staton are stock with necessary for
service
Tableware and Dining Room Equipment are cleaned, wiped
and properly placed
Tent card or special displays are put for promoton
Table, tableware, and dining room equipment are checked
Pitchers and buckets are flled
Turned on Electrical applinace and equipment
Reflled condiments and sauce botle
Welcome Guest and Take Food and Beveraage Orders
Acknowldege Guest
Greet the guest
Check the details of reservaton
Escort and seat the guest
Utlized tables accordingly
Guest are seated evenly among statons
Legend:
open table napkin for the guest
Serve the water
Presented the menu accordingly
Take orders completely
Note special needs and requirements
C - Completed
Repaet back orders
Provide appropriate tableware and cutlery for the menu
choice and rectfy
NYC - Not Yet Completed
Place order and send to kitchen
Check the quality of food
Check the tablewares for chips, marks, cleanliness, spliss
and drips
Carry out plates/trays
Promptly advised colleagues regarding the readiness of
items for service
Relay dietary, religious restrictons and special request to
the kitchen
Observe work technology
Promote Food and Beverage Products
Master names and pronunciaton of dishes in the menu
Memorized ingredients of the menu
Know the sauces and accompaniments by the heart
Study the descriptons onf every item
Master food allergens to prevent serious health
consequences
Provide and explain the informaton about the food items
Ofer items on specials or promo to helt the guest in food
selecton
Suggest specifc name of items in the menu rather than
mentoning general categories in the menu
Give several choices to provide more optons to guest
Use descriptve words while explaining the dishes
Carry out suggestve seling
Suggest slow moving but highly proftable product
Ofer second servings of items order
Menton food proton or sizes for possible adjustment
Recommend new items to regular guests to try other item
Provide Food and Beverage Serviec to Guests
Pick-up food orders promplty form service areas
Check food orders for presentaton and appropriate garnish
Serve food orders to the right guests
Serve and clear foods with minimal disturbance to other
guests
Menton the name of the dish in front of the guest
Monitor sequence of service
Antcpate additonal guest request
Ofers additonal food and beverage and served at
appropriate tme
Provide necessary condiments and appropriate tableware
Recognize delays and defciencies in service and follow-up
promptly
Conducts 3-minutes check
Treat children and guests with special needs and extra care
Prepare (banquet) service ware and checks for
completeness
Set-up tables and chairs in accordnace with events
Serve food according to seven principles
Handle food based on safety principles
356 Hours
Ensure coordinated service of meal course
Keep assigned areas cleaned
ACHIEVEMENT CHART
Clear tables and prepared soiled dishes to be brought for
dishwashing functon
Note and monitor guests being served
FOOD AND BEVERAGE SERVICES N CII
Pick-up up promptly beverages from the bar
Check beverage orders for presentaton and apropriate
garnishes
Serve beverages at appropriate tme
Serve bevergaes efciently
Serve beverage at right temperature
Open wine botle with minimal disturbances to guests
Carry out wine service
Carry ou cofee/tea service
Preapre and process bills
Verify amount due
Accept cash and non-cash payments and issue reciepts
Give change as required
Complete required documentaton
Removed soiled dishes when guests are fnished
Handle food scarps according to hygienic procedures
Clean and store equipment in accordance with hygienic
regulatons and enterprise procedures
Clean, reset, and make ready teables for next sitng
Thanks the guest and warm farewell
Turn of electrical equipment
Determine level of intoxicaton of guest
Refer difcult situatons
Apply appropriate procedures to the situaton
Apply legislatve rquirements
Provide Room Service
Answer telephone calls promptly and courteously
Check and use guest' name throught intercaton
Clarify and repeat and check details of orders with guest for
accuracy
Use suggestve seling techniques
Advise guest of approxiamate tme of delivery
Record and check room food orders with relevant
informaton
Intrepret accurately room service orders received from
doorknob dockets
Transfer and relayed order promptly to appropriate locaton
for preparaton
Prepare room service equipment and supplies
Set-up tray and trolleys keeping in mind balance, safety and
atractveness
Set-up room service trays and trolleys according to food and
beverage ordered
Check order before leaving the kitchen
Cover food items during transortaton
Verify the guest's name on the bil before announcing the
staf's presence outside the door
Greet guest politely
Ask guest where they want the trays and trolleys to be
positoned
Delivered food on-tme
Check guest accounts for accuracy
Acknowldege and present to the cashier cash paymanets
for processing
Ask guest to sign for charge accounts
Explain procedures to take away the tray or trolley when
the guest fnished the meal
Check and clean foors
Clean dirty trays
Clean trays and trolleys and returned to room service area
Receive and Handle Guest Concerns
Obtain entre story, issues and concern from the guest
without interrupton
Note details of complaint or concern
Give full atenton of complianing guest
Paraphrase guest complian
Ofer sincere apology
Show empathy to guest
Avoid excuses and blaming others
Ezpress grattude for bringing the mater up for atenton
Take appropriate actons
Elevate or refer difcult situaton to higher authoriry
Follow-up on the problem
Documents complaint
Recognized person concerned record actons taken
Collate, log feedback received from the guests
