Fnb Training Service & Upselling

Guide for Banquet Service Step’s General Standards Grooming Standards Set Up and Clearing Standards These are HOTEL SERVICE in general and besides the ACCOMODATION and F&B these are the life blood of the HOTEL INDUSTRIES; TO GIVE EXCELLENT SERVICE .

General Standard What are the General Standard? What are the correct ways of “ TIME-IN ” procedure: What are the correct ways of “ TIME-OUT ” procedure: One is: ALWAYS REPORT ON TIME. WHAT ELSE???

GROOMING STANDARDS How important is grooming? For guests, the employee reflects the image of the hotel. The guest Will watch the staff behavior. So each staff shall pay more attention to The grooming. As a staff what do you need to remember?

SET UP and CLEARING STANDARDS Preparation of “ Mise en Place ” by Service Staff for: Chinaware Glassware Flatware

SERVICE STANDARDS Never say NO to a guest Always be ATTENTIVE No grouping or chatting What other service standards you must do to give a Good or Excellent service?

GENERAL SERVICE SEQUENCE 1 Welcome and Greet Guest Seat the guest(s) Inform the guest(s) about the offered services or specials. Present the menu, when the menu choice has been selected Take the drink(s) order; ladies first Serve the drinks accordingly During serving; repeat the name of the item(s) being served. Take the food order Listen carefully to the guest(s) when taking food orders, repeat the order and always say thank you. Present the wine list (if needed) Take the wine order Serve the orders accordingly Invite the guest to enjoy their meal

GENERAL SERVICE SEQUENCE 2 Inform the guest(s) that the hotel has a variety of food items. Service of Bread & Butter. Cutlery Set - UP Serve the wine (if ordered). Before each course change the ashtray Serve the food; make sure of the priority sequence. Before each course serve wine (if applicable) & water. After the main course clear the table and offer desserts. Present the dessert menu. Serve the dessert and ask the guest “if they would” like coffee or tea. Serve the coffee or tea and ask if anybody wishes any kind of digestif / liquor (only for dinner) Bring the check promptly when requested. Thank the guest(s) for coming and ask them to come again.

Proper Greeting to a Guest Address them with appropriate greetings. “ Good Morning” 00:00 – 11:59 “ Good Afternoon” 12:00 – 17:59 “ Good Evening” 18:00 – 23:59 It is very important to greet each and every guest with a warm smile.

MENU PRESENTATION Check and Clean the menus daily Carry the menu in the proper way Present the menu, ladies first, from the right side Recommend special dishes / drinks Give the guest a time to read the menu, STEP BACK

FOOD ORDER TAKING When the guest finish reading the menu and have closed it; The assigned order taker shall: Approach the guest table from the right, and say? _____________________________ May I take your order please? If the guest are ready take the order carefully and repeat all the Orders at the end. If they are not; SUGGEST & UPSELL . “ Our beef tenderloin steak is one of the best in this area. Would you like to try it?” Suggest the proper accompaniments for the chosen dish. For the beef tenderloin, suggest a glass of red wine If there are special request from the guest, make SURE You inform the kitchen correctly to AVOID delays.

BEVERAGE ORDER TAKING When guest are seated: Approach the guest ________________ and ask them If they would like to see the beverage menu. from the right side Recommend *If the guest requested for the menu, step back and wait til the guest decides. * Ask politely; “ Excuse me Madam/ Sir. May I take your order? ” * Listen attentively and after taking all the orders, repeat the order. * When the drink orders are ready serve the order in proper sequence.

SEVEN STEPS TO COURTESY 1 SMILE AND GREET THE GUEST 2 GIVE YOUR FULL ATTENTION 3 LISTEN AND BE OBSERVANT 4 BE UNDERSTANDING AND POLITE 5 BE INFORMED AND OPEN MINDED 6 SUGGEST, UPSELL AND EXTENT ADDITIONAL SERVICES 7 ALWAYS THANK THE GUEST

RULES IN ASSEMBLING AND SERVICE ORDERS Serve food in appropriate containers Hot food for ____________ Cold food for ___________ hot plates chilled plates

What is the proper flow of sequence in serving foods to the guest? Dessert Soup Coffee or Tea Main Course Appetizer 1st 2nd 3rd 4th 5th

Which of these is the proper order of service? Kid Girl, Kid Boy, Eldest Women, Eldest Men, Women, Men, Host Person if known Eldest Women, Eldest Men, Kid Girl, Kid Boy, Women, Men, Host Person if known Eldest Women, Women, Kid Girl, Kid Boy, Adult Male, Host if Known Kid Girl, Kid Boy, Adult Women, Adult Male, Host if Known

*Serve the food on the appropriate side of the guest. How do you serve food using AMERICAN SERVICE ? How do you serve food using RUSSIAN SERVICE ? *Never reach/serve food across the guest, UNLESS ? *Upon serving an order, mention the name of the dish: e.g. Your Rib Eye Steak Ma’am/Sir

*Never show the THUMB ON the plate when serving. *When serving plated food, position the meat/fish directly in front of the guest. *When serving from a platter (RUSSIAN SERVICE) Present the food from the left side of the guest. *Serve the beverage from the right side of the guest using the right hand and announced “ Your Vodka Martini Sir” .

TABLE CLEARING A table that is not properly cleared can easily create a bad impression. ONE SHOULD STRIVE TOWARDS HAVING AS FEW ITEMS ON THE TABLE AS POSSIBLE. After a guest have finished their course. ALL PLATES, CUTLERY AND SIDE DISHES RELATED TO THE DISH MUST BE REMOVED Items served from the right must be removed from the right also. IF THE GUEST IS NOT EASILY REACHABLE FROM THAT SIDE. ONE SHALL COLLECT THE ITEMS FROM THE OTHER SIDE When a glass or bottle is empty and there is no refill. THEY MUST BE REMOVED IMMEDIATELY

GENERAL STANDARD FUNCTION *When the organizer arrives at the hotel, she/he must be welcomed by the staff member who booked the event. This person will introduce the guest to the Supervisor or Captain Waiter in charge of the function. Together with the guest, the function shall be Checked to make sure that everything is in order. *All staff involve with a function shall read the BEO before his shift starts. The officer in charge of the shall brief the rest of the staff of any special set up or requirements. * All equipments and set up should be done before the function starts. *The function room where an event is taking place must clearly indicate the name of the function and the time it is taking place. * Any complain or request by the guest that is not part of the BEO should be course through the chain of command to properly assist the guest.

FOR A LARGE FUNCTION BRIEFING The officer in charge of the function needs to brief all the staff on table plan and a job allocation plan must be issued in order to ensure that each staff member knows her/his duties and where to perform them. Other Subjects covered; HYGIENE UNIFORMS Service Do’s & Don’t VIP GUEST Special Request A good COMMUNICATION will AVOID many service problems.

BUFFET TABLE SET - UP What are the sequence going from left to right? PLATES Appetizer Soup Rice Vege Fish Chic Pork Beef Dessert

RULES IN SETTING UP BUFFET TABLE Set – Up cold dishes separately from cold to hot and to dessert courses. Set – Up salad or appetizer plate for the cold items and dinner plate for the hot dishes and the dessert plates for the desserts. Arrange foods from the lightest to heaviest. Place cutleries on the guest table and NOT in the buffet table.

OTHER TYPE OF SERVICE We talked briefly already about the; AMERICAN AND RUSSIAN SERVICE Tell me more about this services?? What other types of service are there? BUFFET SERVICE & FRENCH SERVICE EXPLAIN???

Common of Function Room Set - UP Auditorium Class Room U - Shape Board Room Hollow Square Banquet

FOOD & BEVERAGE UPSELLING STRATEGY

Learning … IT IS OF PRIMORDIAL IMPORTANCE TO LEARN MORE EVERY YEAR THAN THE YEAR BEFORE. AFTER ALL, WHAT IS EDUCATION BUT A PROCESS BY WHICH A PERSON BEGINS TO LEARN HOW TO LEARN? - PETER USTINOV Winner of numerous awards over his life, including Academy Awards , Emmy Awards , Golden Globes and BAFTA Awards , as well the recipient of governmental honors from, amongst others, the United Kingdom, France and Germany. He displayed a unique cultural versatility that has frequently earned him the accolade of a Renaissance Man .

THREE STAGES IN LEARNING ANALYSIS CRITICISM INTEGRATION Reveals not what ought to be, but what is. Not necessarily NEGATIVE but EVALUATIVE. The assimilation of NEW information into our store of things known.

UPSELLING Telling guests about the products and services so they can enjoy all of the benefits you offer and so the property’s income is maximized. The objective of upselling include exposing the guest to the highest quality of products and services in an effort to make the guest's stay more enjoyable. Kinds of Servers: * Order Takers * Service Employees * UPSELLERS

Compare UPSELLERS with Order Takers All food and beverage service employee should be UPSELLER . X 5. Suggests food and beverage items and other property features using appropriate upselling strategy. X 4. Uses desire words to describe restaurant / property features and benefits. X 3. Finds out guests wants in additional to their needs. X X 2. Shows enthusiasm with an attractive smile, sparkling eyes and a friendly manner X X X 1. Collects necessary information to handle the guest’s request. UPSELLER Service Employee Order Taker ACTION

Characteristic of succesful upseller Product Knowledge Positive Mental Attitude Selling Skills Which of the three is most important? EACH IS As MARK TWAIN put it: “ Which leg of 3 legged stool is most important?”

“ ORDER TAKER” PROCESS Seat Guest Present Menu Take Order and Serve Service Guest As Needed Present Check

“ UPSELLER ” PROCESS Seat Guest Present Menu Take Order and Serve Service Guest As Needed Present Check Offer Wine/Drink UPSELL Take Order and Serve Offer Hors D’oeuvre UPSELL Offer Entree UPSELL Offer Drink Items UPSELL Offer Dessert/Drink UPSELL Take Order and Serve Present Check

IMPORTANCE OF TIMING When should we offer: Wine/Drink Hors D’Oeuvres Entree Drink Items Dessert/After Drinks *** Guest who order coffee should be asked if they would also like a cognac or a coffee drink.

UPSELLING ABILITIES Observe guest behavior to determine possible wants: Guest Behavior Possible Wants Upsell Guest orders appetizer To entertain Entrees Wines Guest asks: “ How is it prepared?” Restricted Diet Gourmet tastes Specials Guest Dines alone Complete Meal Service To compensate for lack Of companionship A complete Meal

UPSELLING STRATEGY Strategy One: UPSELL Highest Priced Item Wait for Guest Acceptance Does Guest Accept? Serve Guest UPSELL Slightly Lower Priced Item YES NO

Strategy Two: YES NO Give Guest Choice Of TWO high Priced Items Ask which Item the Guest Wants Does Guest Accept One? Serve Guest Offer Lower Priced item

Fnb Training Service &amp; Upselling

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