WELCOME

1. WELCOME BASIC WAITERING SEMINAR

2. Classroom Standard • Stay On Task - We have a lot of materials to cover in a short amount of time • Enthusiasm and Participation are Essential - This is a cooperative environment; when you are missing everyone suffers. • Be on Time -To Class and from Break • Be Respectful -To your self and to others -To the equipment and the program • Give Constructive Feedback and Sincere Praise -Success should be Recognized and Rewarded -Areas that need improving should be discussed to make the group more effective • Be a Good Teacher and Listener -Promote positive interdependence, individual accountability, group participation, and Social Skills • Development is a Major Part of Your Job -The more you know, the more effective you will be when you perform your required task. • Cell phone is an Essential Tool of Communication -Please Switch it “ OFF” -Be Focused and be part of the Team

3. QUALITIES OF A WAITER • HARDWORKING • FLEXIBLE • HONEST • RESOURCEFUL • GOOD LISTENER • SALESMAN • LOTS OF COMMON SENSE • HYGIENIC & WELL-GROOMED

4. Welcoming Guests Guiding and seating the Guest/s. Check comfort and seating arrangement Menu Presentation Order Taking Suggestive Selling Repeat Order/s Placing Order/s to System and Kitchen Quality Checking Food Presentation Check Satisfaction Offer Dessert and Drinks Presenting the Bill Thank the Guest/s SERVICE SEQUENCE

5. Welcoming Guest • Greet Guest/s with a SMILE • Welcome Guest to the Outlet • Ask if they have a Reservation • Ask Guest preference (SMOKING or NON-SMOKING) • Guide Guest to Table Preference (use open palm)

6. Guiding In • Use open palm, direct which way to go. • For elderly and/or disabled assist properly. Note: Ask permission 1st. • For group with kids, position them in the corner or wall side • For couples assist them to the best view of the restaurant /corner • Always follow guest preference. • Assist when sitting by pulling out and pushing back the chair gently (Ladies First) . • Offer kiddy chair for guest with kid/s.

7. Check Comfort • Confirm if they are comfortable with the selected seat/s and table/s. • Ask if table is enough for the group • Ask if temperature is suitable for them. • Adjust to any of the guest preference • Check satisfaction.

8. Know your Product • Know what your product is • Portioning • Doneness • Ingredients • Preparation time • Presentation • Sauces, condiments, etc. that goes with the meal. • Cutleries, chinaware’s & glasses • Suggest other food items best to go with the meal ordered

9. Menu Presentation • Present menu to guests (ladies first) • Present beverage menu • Present food/ala carte menu, suggest appetizer first. Note: Hold menu at upper part with your right hand and assist with your left hand at the bottom part. • Inform guest the type of menu you are offering.

10. Order Taking • Take down notes and orders • Write legibly to be readable • Inform Guest regarding Out of Stocks and immediately offer alternatives • Listen carefully to what the guest is saying • Respond to guest according to the order/s placed. (Yes, Sir/Maam) • Thank Guest after taking Orders

11. Suggestive Selling • Offer slow moving but highly profitable Items. • Consider kitchen stock FIFO • Suggest aperitif or wine to go with their meal • Offer specialty of the day/house • Offer second servings of items ordered. • Suggest long drinks and fresh juices • Inform guest of food portioning for possible adjustments with their order/s..

12. Sir / Ma’am, may I repeat your order pls.….. You ordered for (#) pcs. of… Doneness Sidings Sauces Drinks (alco / non-alco) Extra’s Portion/s Which would you like to be served first? Family style serving…or.. Would that be all Sir/Maam? Thank Guest sincerely REPEAT ORDER

13. Placing Orders to Bar & Kitchen • Encode orders to system • Provide copy of O.S. for Beverage • Provide copy of O.S. for Food Orders • Specify Sequence and/or type of service • Inform Guest Preference on Food and Drinks • If preference is not available, inform Guest ASAP.

14. Check if prepared food is within standards Check portioning based on standards Check preparation based on guest request. Check plates used Check cutlery set-up in the table. Check condiments needed Prepare all serving gears QUALITY CHECK(last touch policy)

15. FOOD PRESENTATION • Excuse yourself from the guest when ever presenting any food or Beverage • Present to guest through the correct serving side (follow sequence of service). • Confirm or repeat order while laying items on the table • Inform Guest of his / her preference and how it has been prepared. • Offer assistance after serving. “Is there • anything else I may assist you with Sir/Ma’am?” • Thank guest “enjoy your meal/drinks sir/maam”.

16. Check Satisfaction • Check when it is the right time to interrupt. (breaking the silence) • Magic word must be expressed before saying something • “How’s the food / beverage, how’s the taste? Was it prepared to your satisfaction? • “Is there anything else I may assist you with, Sir / Maam? • “Thank you very much, enjoy your Meal or Drinks.

17. Offer desserts and hot beverages. • “Excuse me Sir/Ma’am would you like to try our _________ for dessert?” • Would you like to have coffee or tea? • I suggest you try our new concoction called _______, it’s good and helps for fast digestion. • Thank you very much (I’m sure you will like it!)

18. Presenting the bill • Secure bill from the Front Office • Check details of the bill and encircle total amount • Excuse yourself and present bill to guests • Request the guest to check the bill to confirm that they have been charged correctly. • Check that the guest’s signature is correct for “charge bill” • Thank guest and excuse yourself. • Forward bill/s to FO for posting

19. Bid GUEST goodbye !! • After processing the bill, return to guest and hand-over change if any. • Assist guest as they prepare to leave. • Lead guest to doorway. • Sincerely thank guest and bid goodbye.

20. ROOM SERVICES • Answer the telephone courteously • Listen carefully and have a paper and pen ready to take down notes and order/s. • Write down Rm # and take order carefully • Repeat order to confirm • Offer suggestions for possible revenue • Encode order to system and provide OS to kitchen for production. • Prepare all cutleries, china-wares, glasses, condiments, other request and receipt. • Write down orders, room # all dining wares, time etc. to Room service logbook/form.

21. ROOM SERVICE WITH A PLUS • Lay food at table while giving information regarding guest orders. • Confirm satisfaction about the order and request. • Inform guest to call local # 122 for clearing or inform guest that you will call after 30-45mins for possible clearing of dishes. • Offer other services “is there anything else I may assist you with Sir/Maam? • Thank guest and express “Have a good day enjoy your Meal” • Bid goodbye and gently close the door. • Log on to the room service logbook/form, for the time delivered and endorse for clearing.

22. The customer is the most important visitor in our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business – he is a part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.