Restaurant Manual

Manual
Restaurant/Banquet
Index
Welcome
Welcome
Service Excellence, The Hassle Free Guarantee........
It Takes a Team.........................................................
Your First Seven Days
5
5
6
6
Policies and Procedures.............................
10
Ground Rules...................................................................
Attendance.......................................................................
Arriving at Work.............................................................
Professional Presentation..
Remember, I Am Your Guest
Achieving and Maintaining a Gracious, Hospitable Image
Courtesy to Departing Guests
Causes for Personnel Action - Reprimand to Dismissal
General Guest Relation Rules.........................................
Golden Rules for Making Things Work.........................
Guest Relations and Grooming......................................
Our Ultimate Goal - The Guests Satisfaction.................
Responding To Guest Complaints..................................
The Guest Complains
The Meeting & Banquet Facility at Your Hotel...
Meeting and Conference Room Locations......................
10
10
10
10
11
11
12
13
14
14
14
15
15
15
17
18
Food and Beverage Service..
19
Your Personal Progress Chart........................................

Restaurant and Banquet Food Service...........................
Hostess Procedures.
Dress Code.
Procedures for Hostess..
First Contact - The Telephone..
Message Taking
How to Take a Reservation..
Greeting and Seating Guests
How to Say Farewell to the Guests
Server Procedures
Serving Procedures
Starting the Shift
Table Approach
Breakfast
Lunch and Dinner
Taking the Order
19
19
19
19
20
20
20
21
21
22
22
22
22
22
22
23
23
2
Serving.......................................................
23
Index
General Rules of Table Service
The Cover
Seating
Clearing Procedures
Cheque Settlement..
Cash.
Credit Card..
Room Charge
Table Manners.................................................
Clearing and Cleaning Tables
Table Set-up
Dining Room Appearance
Thanking the Guest
The Essentials of Food Service.....
Breakfast Service
Lunch Service
Dinner Service
Room Service
Beverage Service for the Lounge Area..
Service of Drinks
Serving Wine
Storage
General Rules of Service
Actual Service of Red Wine
Actual Service of White Wine
Actual Service of Rose Wine
Actual Service of Champagne
Drink Procedure
Bartender..
Bartenders Check List
Practices of a Good Bartender
House Policy for Alcohol Service..
Selling
Salesmanship
Suggestive Selling.
Reading Your Guests..
Phrases That Sell
Selling Tools
Liquor Salesmanship
The Ten Commandments of Good Business in the Hotel
57 Ways To Lose A Tip..
23
24
24
25
25
25
26
26
26
26
27
27
27
27
27
28
31
33
34
34
34
34
34
35
35
35
35
36
36
36
37
38
38
38
38
40
43
45
46
48
48
Index
The Kitchen
48
The Kitchen Routine.

Dish Washing Duties
The Art of Purchasing
The Art of Dish Washing..
50
51
51
55
The Office.......................................................................
62
Booking the Function................................................

Office Routine...................................................................
62
64
Appendices
1.
2.
3.
4.
5.
6.
7.
Responsible Service, House Policies.............................

Responsible Service, Just Saying No is not Enough..
Responsible Service, Recognizing Intoxication............
Dishwashing Procedures..............................................
Equipment Cleanliness and Maintenance....................
Safety Guidelines...........................................................
Catering Glossary..........................................................
66
68
70
72
74
82
84
Welcome
Welcome
Welcome to Your Restaurant/Conference Facility. You have been chosen to join
a team committed to service excellence. In todays market where products
and prices are similar - YOU MAKE THE DIFFERENCE. Your dedication to
attentive, responsive guest service is the single most important factor to bring
our guests back time and again.
Your service manual has been designed to provide you with the material so that
you can deliver the very best service.
The nature of the hospitality industry places strong emphasis on people - our
guests. This focus on people makes the job exciting because of contact with
guests with varying tastes and needs. For our operation to be successful, we
must be able to provide quality service to each of those guests.
But service is not where it ends. Guests notice the appearance of the facility; its
cleanliness and neatness. The overall impression that the facility makes will play a large
role in whether or not the guest comes back. And that largely depends on you.
This manual will focus on tasks that provide the service which brings guests back and
makes them tell friends about the service we provide. Remember, you may be one of the
few employees that our guests encounter, so you will be representing management,
other employees who never see the guests, and most importantly, the reputation of our
facility. As you work your way through this manual, keep in mind that this information
is valuable only if you choose to apply it properly. All of the reading and training you do
is not going to make you a good employee. Only you can do that with a good attitude,
exercising good judgement, and following the basic principles laid out in this manual as
a guideline.
Service Excellence, Hassle Free Guarantee

At Your Restaurant/Conference Facility, service excellence is a living reality for our
guests because we guarantee it. It is your responsibility to live up to this standard every
day.
The standard has been set. An effective catering team with all of its partners working
towards service excellence will guarantee happy guests every time.
flexibility
professionalism
dedication
personalized service
It Takes a Team
Teamwork is important for the Restaurant, Meeting and Catering Facility to function
smoothly and pleasantly. Because most of the operation can be seen by the guests,
employees must work well together and co-operate with one another.
If problems arise, solve them calmly in normal voice tones. Help co-workers through
dependability and good manners. Absence or tardiness creates an extra burden for
them.
An example of a functional organizational chart is set out below. You should build your
own.
Sales & Catering
Manager
Your Restaurant
Executive Chef
Banquet
Banquet Manager
Restaurant Manager
Sous Chef
Shift Manager
Wait Staff
Line Cook
Wait Staff
Bus Staff
Prep Cook
Bus Staff
Bar Tender
Dish Washer
Hostess
Porter
Food and Beverage, Your First Seven Days

Day 1:
Department Orientation
Knowledge for All Employees:
I Can Do It!
Making It Right
100% Guest Satisfaction Guarantee
Blood Borne Pathogens
Personal Appearance
Emergency Situations
Lost and Found
Recycling Procedures
Safe Work Habits
Manager on Duty
Hotels Fact Sheet
Employee Policies
Canadians with Disabilities
The Task List for Banquet Setup and Service
Day 2:
Review Day 1 (Plan additional training time, if necessary)
Knowledge for All Front-of-House Food and Beverage Employees:
Telephone Courtesy
Safety and Security
Alcoholic Beverage Terms
House Brands and Call Brands
Basic Food Preparation Terms and Timing
Knowledge for Banquet Setup and Service:
What Is a Banquet Setup and Service Person?

Working as a Team with Co-Workers and Other Departments
Your Hotels Standards of Excellence
Banquet Event Orders
Function Rooms
Sidework Checklist
The Job Breakdowns for Tasks 1 - 4:

Task 1 Read and Interpret Banquet Event Orders and Change Orders
Task 2 Set the Function Room Lighting
Task 3 Vacuum Function Room Carpets
Task 4 Steam-Extract Function Room Carpets
Day 3:
Knowledge for All Front-of-House Food and Beverage Employees, cont
U.S. Alcoholic Beverage Laws
Responsible Alcohol Service Procedures
Restaurant Menus
Basic Food Preparation Terms and Timing
Correct Plate Presentation and Garnishes
Knowledge for Banquet Setup and Service (continued):
Food and Beverage Equipment Terms
Glassware Types and Use
China
Silverware
Linens and Napkin Folding
Standard Table Setup Specifications
8

Task 5 Sweep Floors in Function Rooms
Task 6 Mop Floors in Function Rooms
Task 7 Clean and Wax Hardwood and Parquet Floors in Function Rooms
Task 8 Set-up Function Rooms
Day 4:
Knowledge for All Front-of-House Food and Beverage Employees, cont
The Restaurant Reservation System
Tipping Policies
Heimlich Maneuver and First Aid
Sanitation
Health Department Regulations
Point-of-Sale Equipment
Community Services
Knowledge for Banquet Setup and Service (continued):
Anticipating Guests' Needs
Par Stock System
Audiovisual Equipment
Mailing Policies
Task 9 Set-up Support Services for Functions
Task 10 Set-up and Break Down a Dance Floor
Task 11 Set-up and Take Down Staging
Task 12 Install and Remove Air Walls
Task 13 Set-up and Take Down Coat Check Areas
Task 14 Hang Decorations and Banners for Functions
Task 15 Handle Audiovisual Equipment for Functions
Task 16 Install Phones in Banquet or Meeting Areas
Day 5:
Task 17 Receive, Store, and Ship Packages for Guests
Task 18 Break Down and Clear Function Rooms After Events
Task 19 Refresh Meeting Rooms
Task 20 Prepare Coffee
Task 21 Prepare Iced Tea
Task 22 Prepare and Serve Hot Tea
Task 23 Set-up Portable Bars
Task 24 Set-up and Decorate Buffets
Task 25 Fold Napkins for Banquets
Task 26 Place Tablecloths on Function Room Tables
10
11
Day 6:
The Job Breakdown for Tasks 27 36:
Task 27 Skirt or Flounce Function Room Tables
Task 28 Set Tables for Different Banquet Specifications
Task 29 Provide Break or Continental Breakfast Service
Task 30 Set-up Canaps and Hors d'Oeuvres for Receptions
Task 31 Provide Service for Buffet Banquets
Task 32 Serve Guests Food and Beverages at Sit-Down Banquets
Task 33 Maintain Tables During Banquet Service
Task 34 Provide Service for Cocktail Receptions
Task 35 Serve Wine or Champagne by the Bottle
Task 36 Lift Trays, Bus Tubs, or Dish Racks
Day 7:
Task 37 Settle Group Checks for Functions
Task 38 Settle Individual Guest Checks
Task 39 Inventory and Requisition Function Supplies
Task 40 Perform End-of-Shift Closing Duties
Review all previous training and plan additional training time, if necessary
Employee performs some tasks while the trainer observes
Add more tasks as the employee progresses
12
Policies and Procedures

Ground Rules
Our purpose, as a catering facility, is to serve well-prepared and well-plated, high quality
fresh food and beverage in the most efficient and friendly manner possible. The
intended results are: a very busy operation actually created by a staff which is making it
work -- making it successful. In order for your catering facility to work, its necessary
to have ground rules that support us in getting our job done.
Attendance
Were counting on you! You must be on the floor, dressed and ready to work 10 minutes
before your shift. Youre required to be at work every day you are scheduled. If an
emergency should occur that would not permit you to work, you must get in touch with
your manager (not another employee) no less than three hours in advance. If an
unusual circumstance occurs that would cause you to be late (even 5 minutes), call a
manager (not another employee) and let them know ahead of time. Attendance records
are kept for each employee and are used in employee evaluations.
Arriving At Work
1. Employee Parking - Always park in the prescribed employee parking area as
designated by management.
2. Employee Entrance - See Staff Manual.
3. Signing-In - Sign-in on the time sheet at your scheduled working time. You are the
only person who can sign you in. The time sheet is used to determine your
paycheques, so it is a good idea to remember to clock-in. You are to be in uniform
when you sign-in. Do not sign-in before changing your clothes.
Professional Presentation
Your ability to properly converse with the guest is as important as your appearance. In
order to be an effective public relations person, you must:
Look directly at the guest when speaking

Speak directly to the guest
Move entire mouth while speaking. (If lips and jaw remain still, the speech will be
muffled and unintelligible)
Speak slowly.
Speak distinctly.
Speak courteously.
Speak with vocabulary the guest can understand.
Speak loud enough.
13
Smile.
Above all, listen. Fewer mistakes occur when you are alert to the guest.
14
Remember, I Am Your Guest

You often accuse me of carrying a chip on my shoulder. But I suspect that this is
because you do not entirely understand me. Isnt it normal to expect satisfaction
for ones money spent?
Ignore my wants and I will simply cease to exist. Satisfy those wants and I will
become increasingly loyal. Add to this satisfaction, any little extra personal
attention and friendly touches you can dream up, and I will become a walking
advertisement for your restaurant.
When I criticize your food or service, which I will certainly do whenever I am
displeased and to anyone who will listen to me, take heed. I am not dreaming up
displeasure. The source of it lies in something that you have failed to do to make
my eating experience as enjoyable as I had anticipated. You must find that source
and eliminate it or you will lose me and my friends as well.
I insist on the right to dine leisurely or eat in haste, according to my mood,
schedule or other circumstances. I refuse to be rushed and I despise waiting. This
is an important privilege that my money buys from you. If I am not spending big
money with you this particular time, just remember that if you treat me right, I
will be back later with a larger appetite and more money to spend, and probably
with a number of my friends.
I am much more sophisticated these days than I was just a few years ago. I have
grown accustomed to better things, and my needs are more complex. I am
perfectly willing to spend more money, and I have more money to spend, but I
insist on quality to match your prices.
I am, above all else, a human being. I am sensitive, especially when spending
money. I cannot stand to be snubbed, ignored or looked down upon. I am proud.
My ego needs the nourishment of a friendly, personal greeting from you.
Of course, I am a bit of a show off too. But do not condemn me for that because
you are probably a little at times yourself. Just smile and indulge my whims as
best you can. Remember, that while you are feeding me in the literal sense, my
money is figuratively, feeding you.
Achieving and Maintaining a Gracious, Hospitable Image

Give a friendly smile and a cheerful, appropriate greeting to each guest. When
immediate service is impossible, say to the guest Ill be right with you, or at least give a
nod and a smile to let the new guest know youve seen them.
Always be courteous.
Carefully perform routine procedures.
15
Set aside secondary tasks to serve guests.

Give your complete attention to guests when serving them.
Pay attention to guests the entire time they are in the facility.
Thank the guest for coming to Your Restaurant.
16
How can you keep everything under control and smile under all circumstances? A
positive mental attitude helps. Look for good aspects in all situations. A positive attitude
makes guests feel that you genuinely desire to please them, that you take pride in your
work, and that you are willing to provide extra service.
You communicate your attitude to others. Positive attitude makes people want to be
around you and to patronize Your Restaurant. Guests and fellow employees will respond
to you in a positive, friendly way, and will reflect your attitude.
Courtesy to Departing Guests...

Be sure to assist our guests in any way possible - pull out chairs, help with coats, etc. Ask
the guests again if they enjoyed their meal, bid them farewell and a pleasant day, and tell
them you would appreciate seeing their return.
Check table and chairs for any articles the guest might have forgotten.
Working Rules
1. Guest Relations & Proper Decorum - We expect all employees to behave in a
professional manner with each other and with guests.
a. Chewing gum and candy are not permitted while working.
b. Dont lean against walls or furniture while in sight of guests.
c. No group discussions or private conversations with each other are to be held
public areas.
d. Socializing with guests while on duty is strictly prohibited.
e. Refer to a guest as guest, not customer.
f. Greet guests immediately - even if they are not in your station.
g. Always keep eyes at eye contact level (therefore you never miss a guests needs).
h. Never say, I dont know, but instead, Ill find out and then do so.
i. Anticipate guest needs before they have to wave for assistance.
j. Refer to a guest as sir/maam and use please, thank you, yes, no, and
excuse me when appropriate.
k. Never complain to guests about company problems or share personal problems
with them-they are not interested.
l. Never argue with guests - they are always right - even when they are wrong.
Always be sincere and apologize for any inconvenience.
2. Problems with Guests and Other Employees - If uncomfortable situations
arise between you and another employee or between you and the guest, contact a
manager immediately and let them handle it.
3. Serving Liquor to Minors - is illegal. If you have any doubt at all about
someones age, check his/her ID. - the guest must present one valid piece of
identification to prove positive and unquestionable proof of age. If you are not
comfortable in handling the situation, if it arises, contact a manager immediately.
17
Remember, the legal drinking age is 19.
18
4. Accidental Spills - If you should spill something on a guest, apologize immediately

and quickly provide the guest with a towel. Next, get the manager to replace the food
or drink item that was spilled. If the guest spills an item, provide the guest with a
towel and contact the manager regarding replacing the item that was spilled.
Management will decide whether or not to reimburse the guest for cleaning charges
related to the accident.
5. Employee Rest Rooms - Guest rest rooms are off limits to all employees - use the
employee rest rooms only.
6. Eating, Drinking, Smoking - Eating, drinking and smoking are permitted only in
the employee rest area.
7. Phone Calls - No calls are to be made or will be received by employees on the
catering phone, for it disturbs the operation. Messages will be taken for you.
8. Answering the Phone - If you have the opportunity to answer the phone, answer
it promptly and speak with enthusiasm and a smile. Good (time of day), Restaurant
Name, your name speaking, may I help you?. Make sure your voice reflects you are
glad to help.
9. Meal Breaks - The manager on duty will let you know when you are to take your
break. The break is to be taken in the employee rest area and not off the property.
10. Signing-Out - At the end of your shift, be sure to sign-out on the time sheet.
Remember, we need this record for your paycheque. Only you can sign-out for
yourself. You are to be in your uniform when you sign-out. Do not sign-out after
changing clothes.
Scheduling, Requests and Paycheques
11. Schedules - are posted on the employee bulletin board. Changes on the actual
schedule can only be made by the manager (to avoid confusion).
12. Requests For Days Off - request for days off should be made in writing, including
the date and your name, no later than 3 days before the schedule is posted.
Remember that this is a request and everything will be done to honour that request but the change is not guaranteed.
13. Vacation Request - See Staff Manual
14. Pay Period - See Staff Manual
15. Reporting Gratuities - You are required by law to report the tips you have earned.
Meetings
19
16. Departmental Meetings - See Staff Manual
Causes for Personnel Action Reprimand To Dismissal

See Staff Manual
20
General Guest Relation Rules

The most important job we have is to take good care of our guests from the time they
arrive until the time they leave - just as if they were a guest in our own home and just the
way we like to be treated when we dine out. If people didnt want service - they would
stay at home.
The attitude that is needed to insure guest satisfaction is the willingness to do whatever
it takes to satisfy the guests. Theyll appreciate it, and theyll return. At all times be
professional, alert, enthusiastic, willing, sincere, efficient, and do not lose sight of the
fact that our guests are the reason for us being here!
A GUEST is the most important person in our business.

A GUEST is not dependent on us, we are dependent on the GUEST.
A GUEST is not an interruption of our work, the GUEST is the purpose of it.
A GUEST does us a favour when he/she calls - we are not doing his/her a favour
by serving him/her.
A GUEST is not someone with whom to argue or match wits.
A GUEST is a person who brings us their wants - it is our job to fill those wants.
A GUEST is deserving of the most courteous and attentive treatment we can give
them.
A GUEST is the lifeline of this business.
Golden Rules for Making Things Work
If you open it, close it.

If you turn it on, turn it off.
If you unlock it, lock it up.
If you break it, admit it.
If you cant fix it, call in someone who can. If you borrow it, return it.
If you value it, take care of it.
If you make a mess, clean it up.
If you move it, put it back.
If you use something up, replenish it.
If it belongs to someone else and you want to use it, get permission.
If you dont know how to operate it, ask or leave it alone.
If its none of your business, dont ask questions.
If things arent working right, complain only to someone who can do something about
it.
If someones given you some assistance, acknowledge him/her.
Guest Relations & Grooming
See Staff Manual
Personal Appearance
See Staff Manual
General Health
See Staff Manual
Grooming
See Staff Manual
Dress
See Staff Manual
21
Personal Habits
See Staff Manual
22
Our Ultimate Goal The Guests Satisfaction

We are in business to satisfy our guests. We accomplish this by combining courteous,
efficient teamwork and service.
Guests expect to be treated courteously and attentively. All guests should be treated
equally. This requires the ability to adapt to different people and varied situations.
Accepting differences and handling your job efficiently also requires patience, tact, poise
and self control. A good sense of humour will help you stay calm and smiling through
many awkward situations.
Guests will be aware of the overall atmosphere of the restaurant/banquet room when
they walk in the door. You must be conscious of the way you speak and act at all times.
Responding to Guest Complaints

Please read the section on guest complaints in the Staff Manual.
You are not selling a meal...you are providing an experience. Yes,
great food and service are intrinsic to our guest experience. But you are not just
providing food and service. When someone makes a decision to come to Your
Restaurant, whether it is for a 30th Anniversary or for a simple lunch, they are
entrusting themselves to us. We have an obligation to provide them with an
outstanding experience...a memorable experience...an experience that will bring
them back to Your Restaurant over and over again.
The Guest Complains

So what happens when we dont provide them with the experience they deserve...that
they have trusted us to provide.
First, you have to be aware of the guests dissatisfaction. It may be the answer to the
question how is your dinner? It may be the body language of those at the table.
Second, you must respond to the issues immediately. Immediately, does not mean going
to your supervisor and getting into a long discussion as to how to resolve an issue with
your guest. You are the one that has established a rapport with your table. You are the
one that should be best able to service your table.
Table of 4. All the meals arrive. Great food but one of the steaks is cooked
medium. It was ordered rare. What do you do? First, offer to replace the
meal. (not the steak only as everything else on the plate will be cold when
the steak returns). Yes. Then the issue may end at this point. A free dessert
may be offered for the inconvenience. However if the answer is no, I came to
eat with the rest of the table If the steak is consumed, then offer a free
dessert (after dinner drink etc.) to show we are sorry for the steak not being
23
as ordered. If the steak sits there, give a total refund on the meal...and again,
you might offer a free dessert to help.
24
There is no right or wrong answer. Each guest is different. Each situation is different.
You are empowered to try and resolve the issue the best way possible. It is imperative
that the guest leaves with a smile on their face. You are responsible for a positive total
guest experience. Make sure it happens. They will return. On a personal basis, our
business will grow and along with it your tips will grow. We all win.
For banquets, the atmosphere may be different but the problems and problem solving
are all the same. And the results of positive guest care are all of the same. Business will
grow and so will your gratuities.
Handling Complaints
1.
2.
3.
4.
Listen
Accept feelings
Clarify the complaint
Take action-dont make a promise you cant keep-but do try an resolve the issue
yourself
5. Take complaint to the MOD
6. Be cheerful and helpful
Responding To Guest Complaints
Despite the positive, friendly behaviour of the food server, there may be situations
where working with the guest is difficult. Often it may be impossible for you to identify
the cause of the guests negative reaction. Whatever the cause, your goal must be to
handle the complaint in a manner that will leave the guest with a favourable impression
of Your Restaurant. The following steps are important guidelines to making this possible.
1. Listen attentively as the guest relates the problem. Stay calm...avoid becoming
hostile or defensive. If the guest becomes loud or upset, isolate them from other
guests who may be within hearing range. Listen to the guests entire explanation.
2. Create empathy with the guest. Acknowledge their feelings. Apologize for any
inconvenience to the guest, even if the complaint seems unreasonable. Where the
guest has a genuine complaint, you should attempt to work out an acceptable
solution.
3. Maintain or enhance the guests self-esteem. Avoid shifting the guilt to the guest.
4. Do not allow personalities to become an issue. Keep the conversation focused on the
problem.
5. Know in advance what your authority is, then when a complaint occurs; tell the guest
what you can do to remedy the situation.
6. If you are unable to resolve the situation, contact the manager, explain the situation
and allow the manager to take care of the problem.
25
7. Do not let anything affect your mood or appearance.

8. Give the guest a reasonable length of time in which they can expect the problem to be
resolved. It is better to allow too much time than to underestimate.
9. Follow-up. Make sure that the problem was resolved to the satisfaction of the guest.
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A Complete Description of the Banquet Facility at Your Hotel
27
Mapping the Banquet and Conference Facility at Your Hotel
28
Food and Beverage Service

Your Personal Progress Chart
Guest Relations
1. Maintain established company standards of personal appearance.
2. Have a positive, friendly and co-operative attitude towards guests and fellow
employees.
3. Demonstrate ability to communicate well.
4. Display a willingness to comply with health, safety and sanitation requirements.
Table Service
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
The ability to set a cover.

The ability to greet guests.
The ability to take an order.
The ability to serve an order.
The ability to clear between courses.
The ability to handle guest complaints.
The ability to serve drinks.
The ability to serve red wine.
The ability to serve white wine.
The ability to serve champagne.
The ability to read your guest.
Restaurant & Banquet Food Service

Hostess Procedures
Dress Code
White blouse (pressed)
Black dress pants
Black shoes (dress shoes)
Name tag
Nylons
Jewellery must be kept to a minimum
Procedures for Hostess
1. Check your reservation book for reservations for the current meal period.
2. Set up seating plan and confirm with shift supervisor.
3. Distribute reservations among all servers equally, informing them of all necessary
information. For example: birthdays; anniversaries; bill not to be taken to the table;
any other unusual requests.
29
4. See that the reservation signs are placed on the tables.

5. Inquire with the kitchen what the daily specials are for the shift.
6. Confirm porter pager number for the shift and who is on duty.
How to Answer the Telephone
Answer the telephone in three rings. Research shows that 60% of the population will
hang up on a 60 second hold. 50% will stay up to 2 minutes if you check-back every
30 seconds.
Approved Greeting:
Good time of day, Your Restaurant, Your Name speaking. How may I help you?
Tone and tempo are very important to the greeting (are you smiling?)
What do people hear?

In Person:
55% body language
38% tone
7% words
On the Telephone:
86% Tone
14% Words
Never, ever say Its really busycan you call back??? Why would the guest want to
experience, in person, the indifference being shown on the phone?
Knowledgeable:
How to take reservations (follow the reservation sheet)

Accurately describe how to get to Your Restaurant.
Menu item sizzling steak; succulent seafood;
Description:
freshly prepared; appetizers from $5$8

main courses from $15 $25
Operating hours; Upcoming promotions; Entertainment; Parking etc.
Message Taking
1. No employees are permitted personal phone calls or have use of the phone at any
time. (Emergency situations are exceptions).
2. You are not permitted to give out any personal information over the phone. For
example: phone numbers; schedules to anyone except staff members.
3. When a staff member calls to inform us that they will be absent or late, you are to call
or inform the supervisor on duty.
4. All messages are to be taken on the appropriate message pad, and not on a scrap
piece of paper.
30
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How to Take a Reservation

1.
2.
3.
4.
5.
6.
7.
8.
9.
Ask the day and date required.

Ask the time they would like to dine.
Ask how many in the party.
Ask what name they would like their reservation in.
Ask the phone number or room number.
Ask them if they prefer smoking or non smoking.
Once all information is obtained, repeat it to the guest using their name.
Ask if there is any special occasion or requirements.
All reservations are to be printed directly into the reservation book. Never write a
reservation on a piece of paper
10. Please initial the reservation and write the date it was received.
11. Please inform reservation that we will hold their reservations for 15 minutes and
then we will be releasing it unless notified otherwise beforehand.
Miscellaneous
1. If a guest has any questions, it is your responsibility to answer them accurately.
Therefore, know your product and price list.
2. Read the Area Magazine of Record to know the area and what is going on.
3. You must have complete knowledge of all food and beverage menus...the ingredients;
the preparation; how items are served and with what; know your prices, know daily
specials
Greeting and Seating Guests
The hostess is a very important aspect to Your Restaurant. Always remember you are the
first and the last person the guest sees. Therefore you are their first and last impression.
1. It is of utmost importance that someone is present at the hostess station at all times.
2. Go to the guest at the entrance and welcome them to Your Restaurant and introduce
yourself.
3. Ask them if they have a reservation.
i. If yes, ask under what name, and check it off in your reservation book.
ii. If no, do not make the guest feel uncomfortable because they do not. Smile and
tell them that it will be no problem and that you will show them to a table
immediately. N.B. When the dining room is booked and you have no immediate
tables, remember, you have a comfortable lounge where they could have a
drink while they are waiting.
iii. Help them hang their coats at the door if possible.
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How to Seat a Guest

1. Never walk more than three paces in front of the guest.
2. Never walk too fast.
3. Once at the table, pull out the chairs for the ladies first and then any other guests you
can accommodate. N.B. If a guest does not want to sit at the table you have taken
them to, apologize and immediately seat them at a table of their choice.
4. Once guests are seated, hand them the menu and tell them who will be their server.
5. Clear off any extra settings.
How to Say Farewell to the Guests
1. On departure of a guest, you must make eye contact with them.
2. Ask them how their evening was and say good-bye.
N.B. If there are any complaints, retrieve a manager or supervisor immediately.
Server Procedures
Serving Procedures
Starting the Shift
1. Report for work in the restaurant/conference facility at your scheduled starting time
in full uniform, clean and pressed with shined shoes, your name tag, two pens,
corkscrew and a smile.
2. Sign-in at your scheduled starting time.
3. Find out your station and your side-work.
4. Go to your station and make your tabletops picture-perfect. Check your silverware
for cleanliness, make sure your salt and pepper shakers and sugar bowls are clean
and full, your ashtrays are sparkling clean, and, at breakfast, check your butters,
creamers and flowers (where applicable). Make sure your table and chairs are decrumbed, clean, and in their proper place. Make sure the tables do not shake. Make
sure the floor in your station is perfectly clean.
5. Take care of your side work completely. Inform your manager if any equipment is
not working or if you do not have enough time to finish. If you complete your side
work ahead of time, find someone who needs help and offer your assistance.
6. When all your work is completed, stand near a service station with your station in
sight to watch when guests are seated.
Table Approach
Breakfast
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As soon as one of your tables has been seated, get a pot of coffee, a pitcher of orange
juice, and approach the table within 60 seconds with a SMILE and good eye contact.
Good morning, would you like some coffee and some freshly squeezed orange
juice?
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If you are busy, say with a SMILE, Good morning, Ill be right with you.
If you notice a party is sitting in someone elses station without being acknowledged,
say with a SMILE, Good morning, someone will be right with you.
Lunch and Dinner

-
As soon as one of your tables has been seated, approach the table within 60 seconds
with a SMILE and good eye contact. Have your check and pen ready and say, Good
afternoon, would you care for a beverage?
If you are busy, say with a SMILE, Good afternoon, Ill be right with you.
If you notice a party is sitting in someone elses station without being acknowledged,
say with a SMILE, Good afternoon, someone will be right with you.
Taking the Order

When taking and serving an order, the basic rule of etiquette is to start to the right of the
host and move counter-clockwise around the table. If the party is a couple, serve the
woman first. The tables in the room have definite numbers know to everybody. The
chair or seats are mentally numbered by the server, who with his back toward the
entrance, starts with a definite chair and numbers counter-clockwise around the table.
Please explain any specials before taking the order.
Serving
Use these guidelines when serving each table:
1. Carefully look at the plate in the kitchen to make sure that the order is complete and
that you dont forget any special requests.
2. On your way to the table, pick up a tray stand.
3. Reminder, when handling plates, be sure that your fingers and thumbs are on the
edge of the plates. Use a side towel if the plate is hot, and tell the guest it is hot.
4. Reminder, place the main food item on the plate directly in front of the guest.
5. Serve the rest of the guests as quickly as possible.
6. Remove the plate lids (when applicable) as you serve each guest. When all guests
have been served, remove the plate lid tray and tray stand from the dining room.
General Rules for Table Service
Serve hot foods hot, cold foods cold.

Serve everyone in the party the same course at the same time.
Serve all beverages from the right, if possible.
Serve all food from the left, if possible.
Serve bread and butter from the left, if possible.
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Pass food from the left, if possible.

Clear table from the right, if possible.
Never reach in front of a guest or across one guest to serve another.
36
Hold plates with four fingers under the plate and the edge of the plate tucked into
the V formed by the index finger and thumb. Never put the palm of your thumb on
the plate edge.
The proper way of putting down the plate is with the garnish away from the guest
(main course in front).
When large serving dishes are used, present them from the left side, holding them
with the left hand and transferring the food with the right hand (serving fork and
serving spoon) onto the plate.
Handle glassware by the stem, silverware by the handle.
When serving beverages, always use a tray.
When you use a tray, place heavy items in the centre for more balance.
To lift large trays, bend your knees and lift the weight with your legs.
To balance large trays, lift to your shoulder and let the tray rest on your shoulder and
palm of your hand. If the tray is still off balance, use your other hand to hold the
front part of the tray.
Never lift glassware when pouring beverages at the table. Exception - you may lift
glassware if cover is hard to reach and there is a danger of accidents.
Continuously replace dirty ashtrays with clean ones (by putting clean ashtray on
dirty one to avoid flying ashes).
Continuously refill water glasses (pouring ice water).
Always keep the table neat by picking up cracker wrappers, excessive cocktail
napkins, and stir sticks. Bus your tables constantly. Ensure each course, whether
food or drink, is cleared before bringing the next.
Never leave the dining room empty-handed.
The Cover
Forks go the left with the tines facing up; knives and spoons go to the right.
Cutting edge of knives face the plate.
The silverware is grouped tightly centred with the plate and placed close together.
The silverware is placed at exact right angles to the edge of the table.
Silverware should be between to 1 inches from the table edge.
The water glass is directly above the knife which points to its centre.
When a coffee cup is set, the top of the saucer should be in line with the top of the
spoon on the right; the handle of the cup should be to the right and angled at 4
oclock.
Seating
An efficient host/hostess knows what seats are available without having to ask the guest
to wait while he/she looks for a table. The host/hostess, when not engaged in greeting
and seating guests, should scan the dining room quickly to check on the available tables,
the guests progress in dining, and whether a guest is in need of service. When extra setups and chairs are needed at a table, have these changes been made before taking the
guests to the table.
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38
Common sense dictates where parties of guests should be placed in the dining room.
Utilize tables according to party size. Loud, noisy parties may be placed toward the back
of the dining room so they will not disturb other guests. Elderly or handicapped persons
may wish to be near the entrance of the room so they dont have to walk too far. Young
couples like quiet corners and good views. Do not walk too fast; otherwise you lose
your guests.
Clearing Procedures
Clearing is an integral, yet often neglected part of service. It is very important that you
follow exact clearing procedures and constantly check your station so tables always look
attractive and guests are not inconvenienced by soiled dishes.
Timing of clearing is very important.
Clear only when everyone at the table has finished eating. It is impolite to clear dishes
from one person while others are still eating except when a guest indicates that he/she
would like to have his/her dishes removed before others have finished.
Normally, guests will indicate to you when they are through eating. They usually place
their knife and fork across the plate.
Detailed procedures:
Always clear from the right, if possible.
Use tray in clearing glasses.
Touch glasses only on the outside (never stick your fingers inside glasses to lift or
carry them).
When clearing china, you can use a tray.
Remove dirty dishes after each course.
Remove serving dishes as soon as they are empty.
Remove plates in order of size, from large to small (for stacking).
Stack silver so knife crosses under the fork.
Never stack cups - handles should face inside.
When loading a tray, put glasses on one side and china on the other side.
Put tray on dish handling, rack glasses.
Check Settlement
If you are responsible for handling the guests check settlement, use the following
procedures:
Cash
1. When the guest places cash on the check, bring the money and the check to the
cashier. If the property utilizes server banking, process the transaction out of the
39
view of the guest.

2. Put the change from the cashier in the folder (fan the dollars in order of
denomination and arrange the silver neatly on top of that).
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3. Return the change to the guest and wish him/her a good day.
Credit Card
1. When a guest places a credit card on the check, take the check and the credit card to
the credit card machine.
2. Process the transaction in the credit cad machine. Place card back in bill folder along
with the copy of the guest check on the left side and the credit card machine receipts
on the right. Include a pen.
3. Take the bill folder to the table. Indicate which the guest check is in case they need a
copy and which is the credit card machine bill. Let them know the yellow copy is
theirs and the white is ours.
4. Check the billfold to ensure the guest has signed and left a copy of the charge slip.
5. Cash out the bill in Management System to the appropriate credit card and print two
copies of the closed bill. Close out the transaction in the credit card machine. Staple
the charge slip to closed copy of the bill and take to the front desk as soon as
possible. Keep the other copy of the closed bill for your cash-outs.
Room Charge
1. When a guest wants to charge the meal to his/her room, write the total of the check
in the bottom right hand corner of the check. Give the guest a pen and ask him/her
to sign it and print his/her name and room number on the guest check.
2. After the guest has finished, check to see that the name and room number are legible.
3. When the transaction is complete, thank the guest and wish him/her a good day or
evening. At breakfast, ask the guest if he/she will be checking out after the meal.
4. Close the check in the management system. Print two copies. Staple the signed copy
to one. Take it to the front desk immediately. Keep the other copy for your cash-out.
Table Manners
Clearing and Cleaning Tables
While you may be assisted by the utility person, it is your responsibility and part of your
task to clear and clean tables. Prompt table bussing will allow us to serve significantly
more guests during a busy period.
1. Start with tables closest to the entrance.
2. Efficiently and quietly stack dishes in a tub or on a tray. Stacking each type of dish
41
on top of each other will make it easier to unload and stack at your work station.
3. Put all silverware in the side bin or in a portable bin.
4. If the ashtray needs to be washed, remove it and replace it with a clean one.
5. Check the tablecloth. Change if torn, patched or dirty.
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6. Wipe the seats, again making sure to remove any food particles from the seat
surfaces.
7. Check the floor underneath and around the table and remove any items that may
have fallen from the table (napkins, food or utensil wrappers, etc.).
Table Set-up
1. Bring clean silverware and napkins to the table. Check the napkins for tears. Place
them on the table according to your managers instructions.
2. Place clean coffee cups and/or water goblets on the table. Now check to make sure
that each seat at the table has a complete set-up (knife, fork, spoon, napkin, coffee
cup, water goblet, etc.).
3. Arrange each set-up carefully so that the table appears clean and organized.
4. Always make sure that each table has all the required condiments (sugar, salt, and
pepper shakers, etc.).
Dining Room Appearance

An important part of your job is maintaining the cleanliness of the dining room. A dirty
or sloppy dining room may make our guests feel that the conference facility is
unsanitary. Remember, to pay close attention to the following areas so that our guests
will feel comfortable dining with us:
1. Be aware of the condition of the entire room, not just the table or areas that you are
working on.
2. Pick up any trash that may have fallen to the floor.
3. Keep your eyes open - notice any tables or chairs that are out of place. Arrange the
tables neatly and place the chairs in the proper position.
Thanking the Guest

Thanking the guest for his/her patronage is our last attempt to ensure guest satisfaction.
Let the guest know we appreciate his/her business and invite him/her to return by
simply saying, Thank you for joining us for dinner. I hope youll come back soon!
The Essentials of Food Service

The Essentials of Breakfast Service
1. Greeting the Guest Acknowledge the guest immediately!
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The host/hostess must greet the guest immediately with a SMILE and a warm,
friendly greeting, saying, Good morning! Welcome to the the Restaurant!! If there
is no host/hostess on duty, servers should pick up this function.
Checking the station chart, the host/hostess determines where to seat the guests and
records the number of guests on the table in the station chart.
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In some cases guests will have to wait for an available table. If the wait is any longer
than 60 seconds, acknowledge the guests with a SMILE, saying Ill be right with
you thank you for waiting.
2. Seating the Guest
The host/hostess must show the guests to their table by the most direct route.
Picking up the correct number of menus, he/she will say, Right this way, or Follow
me, please. (If there is a breakfast buffet, host/hostess will add, This is our
breakfast buffet that features eggs, freshly baked biscuits and many other good
things. At the table, the host/hostess will extend the applicable courtesies. Pull chair
out (for women) and after everyone is seated, had open menus to each guest
(childrens menu to children) saying, Enjoy your breakfast.
3. The host/hostess will then return quickly to the restaurant entrance collecting
menus along the way and checking for empty tables that are properly set-up.
4. The server will approach the table with 60 seconds with a pot of coffee and a pitcher
of orange juice and say with a SMILE and good eye contact, Good morning! Would
you care for some coffee and some freshly squeezed orange juice?
The server will then pour coffee and juice to those who want it. If someone doesnt
want coffee, suggest decaf or tea. If someone doesnt want orange juice, suggest
another one of our different juices. SELL! SELL! SELL! Then the server will say,
Thank you, Ill be right back with your (beverages) and to take your order.
-
If you cannot pour coffee and juice within 60 seconds, say with a SMILE, Good
morning, Ill be right with you.
If you notice that a party is sitting unacknowledged in someone elses station, say
with a SMILE, Good morning, someone will be right with you.
5. The server returns the coffee pot and orange juice pitcher to the service station,
refilling coffee cups along the way, then prepares the additional beverages.
6. The server returns to the table to serve beverages and to take the guests order. The
server will properly record the orders by using the correct abbreviations. When a
guest hesitates, make suggestions. When a guest has finished ordering, make
additional suggestions suggest breakfast meats or fresh fruit SELL! SELL!
SELL! Carefully repeat the order back to the guests to make sure you have recorded
everything accurately. Once the order has been taken, collect menus and deliver the
guest check immediately to the kitchen. All orders must be punched in! Do not
attempt to take orders by memory.
7. The server should next prepare any self serve items including Danishes, cold
cereals and fruits and serve them to the guests. Refill coffee or tea where necessary.
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8. As soon as the order is ready, the server will deliver it promptly to the guest. Serve all
food items from the left.
9. Within 2 3 minutes the server must check back for guest satisfaction, and say,
May I bring you something else?
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10. When everyone is finished, clear the dishes (from the right) from the table. (Unless
someone specifically asks to have his/her dishes cleared before everyone is done.)
11. If nothing else is ordered, place the check on the table face down, saying, Thank you
very much. I will take care of it for you when you are ready.
12. Throughout the meal, servers must constantly walk through their stations and think
of what they can do at each table. They should:
a.
b.
c.
d.
e.
f.
g.
h.
i.
Refill coffee, hot water and water.

Change ashtrays
Clear dirty plates, glasses, silverware and paper.
Handle guests requests.
Greet new tables within 60 seconds.
Check on kitchen orders
Clear and reset tables.
Keep the side stations stocked.
Do a table check 60 seconds after the guest has tried their meal.
13. The server and host/hostess will thank the guests again as they are leaving.
The Essentials of Lunch Service
friendly greeting, saying, Good afternoon! Welcome to Your Restaurant!! If there is
no host/hostess on duty, servers should pick up this function.
than 60 seconds, acknowledge the guests with a SMILE, saying Ill be right with you
thank you for waiting.
me, please. (If there is a salad bar, host/hostess should explain the offerings
available and the procedures involved if the guest chooses this option.
At the table, the host/hostess will extend the applicable courtesies. Pull chair out (for
women) and after everyone is seated, hand open menus to each guest (childrens
menu to children) saying, Enjoy your lunch.
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4. The server will approach the table with 60 seconds and say with a SMILE and good
eye contact, Good afternoon! May I bring you a beverage before lunch? If someone
hesitates, make a suggestion. If someone orders a WELL drink, UP SELL. Suggest a
premium or TOP liquor (e.g. Ill have a scotch and water. May I suggest
Dewars?) If someone does not want an alcoholic beverage, suggest a coke or iced
teas, but suggest something SELL! SELL! SELL!
Once everyone has ordered beverages, recommend the lunch special for the day. Be
prepared to explain any item on the menu. Then add, Ill be right back with your
drinks and to take your order.
-
If you cannot take the beverage order within 60 seconds, say with a SMILE,
Good afternoon, Ill be with you in a minute.
with a SMILE, Good afternoon, someone will be right with you.
5. Immediately order your drinks and garnish them. Serve the drinks beginning to the
right of the host and moving counter-clockwise around the table. If the party is a
couple, serve the woman first.
6. Take the guests order. If there is a buffet, suggest the buffet or lunch special for the
day. If someone hesitates, make suggestions. After the entrees are ordered, suggest
appetizers or soups to go with the meal. SELL! SELL! SELL!
Carefully repeat the order back to the guests to make sure you have recorded
everything accurately. Once the order has been recorded, say Thank you collect
their menus and their extra place settings and return to the service station.
7. Punch order in immediately to the kitchen. All orders must be punched in! Do not
attempt to take orders by memory.
8. When the order is ready, the server will deliver it promptly to the guest. Serve all
food items from the left (if possible).
11. When guests are finished, server will say, Would you like to try our delicious hot
apple pie today? Try a few different dessert suggestions and SELL! SELL! SELL!
Then add, Would you like some coffee or tea?
12. Prepare and serve the coffees and teas. Then prepare and serve the desserts.
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13. Add the coffees, teas and desserts to the guest check.
14. As the guests are enjoying their desserts or if nothing else is ordered, place the check
on the table face down, saying, Thank you very much. I will take care of it for you
when you are ready.
15. After the guests leave, clear and reset the table immediately.
50
a.
b.
c.
d.
e.
f.
g.
h.
Keep cocktails, beer, wine and other beverages refilled.

Change ashtrays
Clear dirty plates, glasses, silverware and paper. Reset tables.
Check on kitchen orders.
The Essentials of Dinner Service
friendly greeting, saying, Good evening! Welcome to Your Restaurant! If there is
no host/hostess on duty, servers should pick up this function.
than 60 seconds, acknowledge the guests with a SMILE, saying Ill be right with you
thank you for waiting.
me, please. Be sure to point out any visible menu items, such as desserts or the
buffet.
At the table, the host/hostess will extend the applicable courtesies. Pull chair out (for
women) and after everyone is seated, had open menus to each guest (childrens
menu to children) saying, Enjoy your dinner.
4. The server will approach the table with 60 seconds and say with a SMILE and good
eye contact, Good afternoon! May I bring you a beverage before dinner? If someone
hesitates, make a suggestion. If someone orders a WELL drink, UP SELL. Suggest a
premium or TOP liquor (e.g. Ill have a scotch and water. May I suggest
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Dewars?) If someone does not want an alcoholic beverage, suggest a coke or iced
teas, but suggest something SELL! SELL! SELL!
Once everyone has ordered beverages, recommend the dinner special. Be prepared to
explain any item on the menu. Then add, Ill be right back with your drinks and to
take your order.
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If you cannot take the beverage order within 60 seconds, say with a SMILE,
Good evening, Ill be with you in a minute.
with a SMILE, Good evening, someone will be right with you.
5. Immediately order your drinks and garnish them. Serve the drinks beginning to the
right of the host and moving counter-clockwise around the table. If the party is a
couple, serve the woman first.
6. Take the guests order Begin to the right of the host and move counter-clockwise
around the table. If the party is a couple, serve the woman first. Suggest the dinner
special for the day. When the guests have ordered their entrees, suggest one of our
appetizers, soups or small salads. Suggest additional beverages. SELL! SELL!
SELL!
7. Carefully repeat the order back to the guests to make sure you have recorded
everything accurately.
8. Thank the guests and collect their menus and their extra place settings remembering
the wine glasses.
9. Deliver the guest check immediately to the kitchen. All orders must be punched in!
Do not attempt to take orders by memory.
10. Prepare and serve a basket of rolls/bread with a ramekin of butter.
11. Prepare and serve appetizers and any additional beverages.
12. If a wine has been ordered, take it to the table and serve it correctly.
13. Clear dishes for the first course and check on the entrees.
14. When the entrees are ready, the server will deliver it promptly to the guest. Serve all
food items from the left (if possible).
Suggest dessert. Try a few dessert suggestions SELL! SELL! SELL! Then add,
Would you like some coffee or tea? Take care of any requests and add any
additional orders to the guest check.
17. Prepare and serve the coffees and teas. Then prepare and serve the desserts.
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18. Again, check back for guest satisfaction saying, May I bring you something else? If
guests are finished, place the check on the table face down, saying, Thank you very
much. I will take care of that for you whenever you are ready.
19. Settle the guests check and thank them again.
20.After the guests leave, clear and reset the table immediately.
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a.
b.
c.
d.
e.
f.
g.
h.
Keep cocktails, beer, wine and other beverages refilled..

Change ashtrays
Clear dirty plates, glasses, silverware and paper. Reset tables.
Check on kitchen orders.
The Essentials of Room Service

Guests eat in their room because they do not want to eat in the public dining room. They
are too tired, travelling alone, or too harried to face the public. These people appreciate
efficiency and are extremely intolerant of incorrect orders.
Room Service
Cold food is placed on the table hot food in food warmer.
Proper Set-up Have your table or tray properly set-up with all necessary utensils.
Dont forget sugar, cream for coffee, lemon for tea, vase with carnation, and proper
condiments (salt and pepper).
In this department, it is especially important that you do not forget anything.
Delivery Always push tables, except entering or leaving elevators or going over door
steps, in which case you pull a table. Knock firmly on the door and announce yourself as
ROOM SERVICE. Use guests name with appropriate time of day (i.e., Good morning
Mr. Jones).
Service in Room
Tray Service Place tray on table and position chair. Make sure the tray is set in such
a way that the guest does not face a wall, i.e., facing T.V. if guest is watching it or facing
window if room has a view.
Table Service Pull table into room and place it where guest desires (or where there is
enough room). Be sure to position the table in such a way that the guest is permitted a
view.
-
Pour coffee, beer, wine, etc.

Place ashtray from dresser on table if you observe guest smoking.
Assist guest in any other way he/she may desire (i.e. serve dressing, etc.).
Present check
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Thank guest.
Inform guest about removal of tray.
Wish guest a pleasant day (evening).
Have guest sign check
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Beverage Service for Lounge Area

Service of Drinks
Drink service has to be speedy and efficient. The server should check on repeat
rounds at the appropriate time.
All drink service is from the right.
Bend your knees, not your back, when putting down the drink.
Kneel on one knee if table is very low.
Provide cocktail napkins (right side up, writing facing guest) for all drinks.
Put check on table after every round (upside down).
Clean ashtrays when necessary.
Clear empty glasses and bottles constantly.
Special Service
Beer - Fill glass half full and let the guest pour the rest of the beer.
Wine by carafe - wine by carafe does not have to be taste tested.
Useful terms for describing wines:
Qualities:
General Character
Colour
Flavour and Strength
Sugar Content
Bouquet
Robust, well-build, full, fleshy, velvety, clean, well-knit, dainty,

rugged.
Sumptuous, ruby, amber-coloured, clear, lively, brilliant.
Lively, noble, massive, full, heady, stout, robust.
Dry, sweet, mellow, liquorice.
Fruity, fine, scented
Serving Wine
Since wine is gaining in popularity and it is a widely accepted practice today to order
wine with meals, it is important you be completely familiar with wine service
procedures.
1. Storage - Store red wine in storage bins and white wine in refrigerated storage
boxes in a horizontal position to keep corks moist.
Proper Storage Temperatures
Red Wines
55 to 60
White Wines 46 to 54
2. General Rules of Service

Always open bottle in front of guest.
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Always present wine to host for approval.

Always let host taste test wine.
Never disturb wine, especially red wine (always handle wine carefully).
When pouring wine, bottle should never touch glass.
Fill white wine glasses 2/3; red wine glasses ; oversized glasses about 1/3.
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3. Actual Service of Red Wine

Service Steps
Carry red wine to the table.
Present wine to host from right side, showing the label with a slight turning
motion of the bottle.
Cut lead foil with knife of corkscrew at top of extension of neck.
Wipe neck and lip of bottle with napkin.
Place corkscrew in centre of cork and turn clockwise until tip almost reaches
bottom of cork. French red wines usually have a longer cork.
Place lever on lip of bottle and hold in place with left hand.
Now grasp corkscrew and cork and remove with gentle sideways motion.
Wipe neck and lip of bottle again with napkin.
Remove cork from corkscrew and present it to guest.
Fold up corkscrew and put it in your pocket
Pour taste test for host and wait for his/her approval. Do not touch the rim of the
wine glass with the wine bottle.
Upon hosts approval, serve wine to all guests moving counter-clockwise around
the table and finishing with the host.
When pouring make a one quarter counter-clockwise turn with the bottle to avoid
dripping.
4. Actual Service of White Wine
White wine is served chilled (about 45 to 54 ). When serving white wine, place in
an ice bucket filled with ice and water which is positioned close to the host. When
presenting and pouring the wine, it is removed from the ice bucket.
Service Steps
Present wine by letting it rest in left hand (napkin) and hold neck of bottle with
right hand, showing the label with a slight turning motion of the bottle.
Place in wine bucket and proceed to open bottle like red wine.
Offer taste test to host and wait for his approval.
Pour wine in prescribed manner and sequence.
When holding wine, let label show.
5. Actual Service of Ros Wine
Same as white wines.
6. Actual Service of Champagne
Champagne has always been a festive wine and one of the most expensive of quality
wines. Toasts are traditionally made with champagne, so it is generally a part of
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occasions such as weddings, receptions, and formal banquets. Champagne cocktails

are also very popular, especially with the women.
Champagne is served chilled and is kept in a wine bucket at the hosts side.
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Service Steps
Present like white wine.
Proceed to open by removing aluminium foil and wire.
Hold bottle in right hand and neck and cork in left hand (with napkin).
Slowly twist bottle, not cork.
Never point the bottle at person.
Slowly remove cork, making sure not to pop it off.
Hold bottle at a 45 angle to prevent from spilling (this allows the gasses to
escape without pushing out the liquid).
Offer taste test to host and wait for his/her approval.
Move counter-clockwise around the table and finish with the host.
Partially fill the glass on the first pour, wait for the bubbles to subside, and then
pour again until the glass is 2/3 full.
Drink Procedure
Ordering
To order a drink from the bar, you must punch it in on Management System. The
bartender (when on duty) will make it and put it on the bar. The server will then pick up
their drink, tear the chit (so the bartender does not make it again).
To Re-order
Follow the previous procedure.
Bartender
Bartenders Checklist
Bar Opening
Ice Bars
Get juices ready cranberry, clamato, orange juice, lime bar mix, milk, ice water.
Ensure there is sufficient back up product on hand.
Turn on C02 canisters
Check soft drink canisters bleed lines. Ensure backup canisters are handy.
Slice sufficient amount of fruit garnishes
Stock straws, cocktail napkins, glassware
Verify cash float
Sufficient amount of note paper, pens, credit card slips, date set on credit card
imprinter
Bar menus/wine lists on hand
Required supplies with in reach corkscrew, beer bottle opener, lined shot glass,
shakers for cocktails
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After manager has given you liquor, all bottles should have accu pours or free pour
spouts on them (keep original caps)
Clean bar towels on hand
Caesar supplies ready for use
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Bar Closing
Stock coolers (all rows full)

Walk in cooler should be left organized, beer cases full and sorted into the following
categories: domestic brands, premium brands & imported (partial cases left on top)
Accu pours & free pour spouts removed from bottles and washed, caps replaced
Empty ice sink
Empty pails under bars
Soak fountain guns
Juices should be returned to walk-in cooler, covered with plastic wrap and dated
Refundable bottles put in receiving area
Recyclable items brought to kitchen (wine bottles, coolers, juice bottles, etc)
Empty garbage cans
Restock glassware
Wipe down bars
Sweep & Mop floor
Empty soft drink canisters brought to receiving area
Turn C02 canisters off
Soiled linens brought to kitchen
Practices of a Good Bartender

In order to be a good bartender, it takes more than just having the proper supplies &
equipment on hand. To be successful the bartender must do more than just prepare
drinks. Below are some of the main ingredients to help and guide you.
Courtesy & friendliness. When a customer approaches the bar they should be made
welcome, and what better way to do this then being greeted by a smiling and
pleasant bartender.
Avoid involving yourself in customer conversations unless addressed to do so
You should develop a memory for faces and their favorite drinks. People like to be
remembered and it gives a sense of belonging.
Should guests complain, dont lose your cool. Remember that without happy guests
we have no guests. You are here to serve them.
Always keep busy when tending the bar. The bar should always be neat & tidy. No
clustering of people behind the bar chatting.
Make sure everything has a place where it belongs. And put it there after each use.
Should you feel a customer has had too much to drink you should cut this person off.
Report this information to your co-workers and manager. Apply procedures learned
through the Smart Serve program.
Remember you are pouring for profit. Good bartending, making drinks correctly,
not over pouring (by measuring), being cost effective in general results in reasonably
priced beverages for the customer and profit for the establishment.
Adhere to the recipes and quantities prescribed by management.
Make sure you are aware of the House Policies for alcohol service
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Your Hotel House Policy for Alcohol Service
Unless a person is notably over the age of 19, proper photo I.D. is required.
Photo I.D. is required for table (wine) service as well as bar service.
If a person is notably intoxicated, you have the full right to deny any person alcohol
service.
If someone is cut off, notify co-workers & manager.
If guest becomes irritated, avoid all conflict and advise the manager who can take
over the situation.
A guest who has been cut off may at our discretion stay in the banquet room
provided they follow our demand of consuming no more alcoholic beverages.
If they continue to consume alcohol they may be ejected from the Ballroom. This
should be done by a manager in a professional manner.
Alcohol is not permitted to be brought in from another source (i.e. Guestroom). We
reserve the right to confiscate any alcohol not purchased through a contracted Your
Hotel bar. We reserve the right to deny entry to repeat offenders.
Alcohol is permitted only in licensed areas. Any open alcohol travelling through the
hotel will be confiscated.
If our guest should ever reach the stage of intoxication, it is our responsibility to
ensure they get to their destination safely.
All Your Hotel Catering department staff servers, porters & bartenders MUST have
their Smart Serve certification.
Selling
Salesmanship
Waiting on tables in a restaurant does not mean that you are just an order taker recording what people would like to eat on a check and then serving it to them. Being a
server also entails making enticing suggestions to go along with guests orders and
suggesting menu items to undecided guests. This makes you a salesperson as well, and
thats where the exciting and rewarding part of your job comes into play. You are
actually in the position to affect the amount of tips you earn every day.
Guest Check
$10.00 Per Person
Check Average x 30 people per day
= Total sales/day x 5 days per week
= Total sales/week x 50 work wks/year
= Total sls/year x 15% average gratuity
$14.00 Per Person

$ 300
$ 1,500
$75,000
$11,250
Check Average x 30 people per day

= Total sales/day x 5 days per week
= Total sales/week x 50 work wks/year
= Total sls/year x 15% average gratuity
$
420
$ 2,100
$105,000
$ 15,750
Suggestive Selling
Q: How do I get my guests to order more food and to spend more money?
A: By suggestive selling - giving the guest suggestions for what to order.
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Q: How do you know what to suggest?

A: By understanding your menu completely.
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Breakfast Suggest fresh fruit to go with the meal, breakfast meats, pastries and
interesting speciality items they might not see anywhere else.
Lunch Suggest appetizers to split before lunch, cocktails or wine before lunch,
soups, salads and desserts.
Dinner Suggest appetizers, soup, salad, dessert, after dinner drinks and liqueurs.
Q: When do you make these suggestions?
A: At every possible moment.
The following scenes will demonstrate: 1. What to suggest; 2. When to suggest
throughout the course of the guests breakfast and lunch.
S = Server
G = Guest
Breakfast
S:
Good morning, sir. May I take your breakfast order and may I tell you about our
great pancake breakfast?
G:
No, Im not in the mood for pancakes, thank you; but Id like some eggs.
S:
How would you like them cooked?
G:
Over easy.
S:
Would you care for an order of our country ham or sausage patties?
G:
The ham.
S:
Okay, and would you like to start with some fresh fruit? A half of a grapefruit?
G:
No thanks.
S:
Maybe some strawberries and cream, or some honeydew melon?
G:
I guess Ill have the honeydew.
S:
Thank you: Ill be right back with your melon.
The indicates each time the server finds an opportunity to suggest something.
Notice that the first thing the server suggested was the pancake breakfast. The guest
clearly wasnt interested and started to order his eggs. The server immediately suggested
a breakfast meat since its a natural accompaniment with eggs and an easy item to sell
and it worked. Fruit, on the other hand is something that people dont often consider
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right away. Notice that the server tried once and was turned down, then tried again.
Dont get discouraged with a no answer try something else.
Lunch or Dinner
The server approaches the table with a big smile and good eye contact.
S: Good afternoon, ladies. Would you like a drink from the bar?
G: Um.
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S:
How about a glass of Ontario wine or a wine spritzer?
G1:
Yes, Id like a glass of wine.
S:
Very good, and you Maam?
G2:
Oh, no thank you.
S:
How about a Perrier or a glass of our freshly brewed iced tea?
G2:
Well, I guess Ill have a Perrier.
S:
Thank you. Ill be right back with your drinks.
S:
Are you ready to order lunch?
G1:
Yes, Id like the tropical fruit plate.
S:
Excellent choice. Would you like to start with some of our clam chowder its just
delicious very creamy with pieces of clam.
G1:
Now that you mention it, Id love it.
S:
Great, and you maam?
G2:
I cant decide which of these sandwiches Id like Im pretty hungry
S:
Our chicken salad sandwich is very good
G2:
I dont really like chicken salad
S:
Well, our shaved beef with stilton cheese is delicious and probably our best-seller.
Its chef prepared roast beef with stilton cheese on sourdough bread, grilled to
perfection, and served with seasoned fried onions and fries.
G2:
That sounds delicious. I will have it with the salad.
S:
Very good. Would you like some soup to start with some of our vegetable soup?
G2:
No thank you.
S:
Perhaps youd like to try our tossed salad. Its an assortment of fresh mixed
greens garnished with onions and tomatoes served with the dressing of your
choice.
G2:
That sounds delicious.
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S:
Great, your salad and sandwich will be ready in a few minutes.
The indicates each time the server finds an opportunity to suggest something.
Notice that before their meal, the women hesitated before ordering drinks. The server
immediately suggested some wine which is very popular now and is a safe thing to
suggest. When the second lady didnt want wine, the server come up with other
suggestions that sounded enticing and she ordered a Perrier. Again, never get
discouraged. If at first you dont succeed, try something else.
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During the order, the first woman knew exactly what she wanted and ordered it. That
may have been the end of the sale, but the server took a chance and suggested a soup
using a tempting description, and the lady got sold on something she hadnt considered.
The second lay was undecided so the server immediately suggested a chicken salad
sandwich. This didnt work so she tried a second suggestion, describing the beef and
stilton sandwich in detail, using a catchy phrase our best-seller and sold it. Again, the
server tried for another soup sale but this time she was turned down. She tried again
with an appetizer that she thought would go nicely with the salad and it worked.
You can see from the two previous orders, that the way to sell menu items is to suggest
things, all kinds of things, and the best time to do it is everywhere you can.
Reading Your Guests
The next important factor is to be able to read your guests correctly. All people wont
respond to the exact same type of suggestions and sales techniques. So, upon greeting
your guests, you need to size them up to determine what approach will work the best on
them. Your guests will probably fit into one of the following categories. Suggestions for
how to sell to each different situation are listed below:
In and Out as Quickly as Possible Eaters
Dont shy away from these people. Suggest items from the cold pantry that you know are
quickly made, but dont stop there. You can also suggest soups and fast appetizers.
Leisurely Eaters
Sell as many courses as possible. One or two cocktails before the meal appetizers for
sure, soup or salad, then their entre and definitely dessert and coffee.
Bookworms and Business Meeting Eaters
Do all of your suggesting at the time the order is taken and give good quiet service.
Friendly-Type Eaters
People who enjoy talking with you are an easy touch for all the little extra sales. Spend
a lot of time explaining menu items in great detail and sell them interesting cocktails,
suggest that they share an appetizer, have them try things they never had before, and
then suggest dessert.
Cost Conscious Eaters
Suggest the lower priced entrees, salads, and sandwiches. Next, suggest that they split
an appetizer or some soup. Finally, suggest that they split a dessert. Dont get
discouraged the fact that they are in your restaurant indicates they will spend
money.
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Price Insensitive Eaters

Go for it! Up sell at every opportunity all you have to do is make the suggestions.
When they order cocktails, suggest the higher priced liquors for their drinks. Describe
and suggest menu items at the higher prices, especially the entrees. Suggest appetizers
and desserts and after lunch drinks.
Know What They Want Eaters
Attempt to build on to their orders while they give them to you. Suggest items that
would go along with what they order dont give up keep trying until they buy.
Need Some Guidance Eaters
Ask first if they want a light meal or substantial meal. Give personal recommendations
and tell them what is most popular, what our best-sellers are, and encourage them to
try our appetizers and desserts.
Single Men
They usually are businessmen on expense accounts and are insensitive to prices. You
can usually get them to buy our higher priced items if they are given good consideration.
They are in a hurry most of the time.
Single Women
When eating alone, women usually want to order inexpensively. Go for the entre salads
and a cup of soup or a croissant sandwich and a house salad.
Couples
After entrees are ordered, encourage splitting appetizers and desserts. Go for the bottle
of wine sales.
Group of Men
Stay on top of their drinks. Up sell by offering premium brands and keep selling
rounds of drinks. To start with, they usually will be interested in appetizers finger
food that can be shared. They are usually insensitive to prices and are easy to sell with
good descriptions. Go for the full course meals and higher priced items.
Group of Women
Women usually drink wine, spritzers, or something different. Groups of women are cost
conscious and diet conscious. They like to split sandwiches and salads and can be easily
persuaded into sharing a plate of appetizers or a dessert.
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Families
Most families usually are looking for economical buys. Kids like hamburgers, fried
chicken and grilled cheese. Pay attention to small children keep them busy with
crackers their parents will appreciate it. You can sell desserts or at least ice cream to
most families.
Foreigners
Most foreigners are in the habit of drinking wine or beer with their meals and so theyre
easy to sell. Many times they like to try Canadian foods, particularly our beef. Find
someone in the group with the best English and us simple key words like hamburger,
steak, steak sandwich and soup. A lot of foreigners enjoy a large meal at lunchtime so full course meals are also easy to sell. Dont misinterpret their inability to
communicate as being rude or impolite. They simply dont know the language. Be
patient, act things out, and have fun with them. There is no need for any long and drawn
out descriptions.
Phrases That SELL
The final key to successful suggestive sales is phrasing your suggestions so that they
hook people into buying. Below are a few examples that have proven successful. Keep
these in mind while you are working and constantly add ideas that work for you to this
list.
Up Sell
G: Ill have a scotch on the rocks.
S: Would you like that made with Chivas or Glenlivet?
G: Ill have a glass of white wine.
S: Would you like to try our Mondavi Chardonnay?
Local Specialities
G: Um...Im not sure yet.
S: Well, I recommend that you try one of our truly Canadian specialities...our
Were Famous for It
G: Is you char-grilled burger any good?
S: Our burgers are outstanding. You can add up to six different toppings at no extra cost.
Give Two Suggestions
S: Would you like to start with an appetizer, maybe a basket of our fried cheese, or a
plate of chicken fingers?
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Share
G: No, thank you; were full.
S: I bet you couldnt resist our fudge cake with ice cream and hot fudge! Why dont I
bring you just one with four forks and you can all share it?
While Youre Waiting
S: Would you like to start with an order of deep-fried vegetables or some soup while
youre waiting for your sandwiches?
Best Seller
G: Which sandwich would you recommend?
S: Well, if youre hungry, I have a great suggestion, our club sandwich. Its turkey,
bacon, lettuce and tomato on toasted bread. It is definitely our best-seller and its
very good.
Planting Ideas
S: While youre looking over the menu, you might notice the appetizers. Our clam
chowder is a perfect thing to start with and our fried cheese is also very nice.
S: Enjoy your meal and dont forget to save room for dessert.
Enticing Descriptions
G: Could you tell me about this roast beef and stilton sandwich?
S: Its chef prepared roast beef with stilton cheese on sourdough bread, grilled to
perfection and served with seasoned fried onions and fries.
Personal Testimonials
S: We tasted everything on the menu when we first opened and the barbecued chicken
wings are incredible. Theyre the best Ive ever had. I even asked for the recipe.
The following techniques do not work:
Approaching the table lazily with no enthusiasm and making no eye contact.
S: Did you want and desserts?
S: Appetizers?
G: What would you recommend?
S: I dont know; I never tasted anything.
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G: Are the soups any good?

S: I dont really like them.
G: What do you suggest?
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S: A sandwich or a hamburger or some fish.

G: Whats on the seafood harvest?
S: Some hunks of fish...and some vegetables like an onion...and its deep-fried they say.
G: I heard you have great pastries.
S: Theyre okay.
Conclusion
Since selling is a key part of your job responsibilities, you need to use the techniques
weve mentioned and constantly work at improving your sales. Remember these
guidelines:
-
Suggesting is the key.

read your guests to determine appropriate suggestions.
Phrase suggestions to hook people.
Most of all, enjoy what youre doing and SELL! SELL! SELL!
Selling Tools
Menus
Menus are the most important selling tool in a restaurant. The menu gives the guest an
opportunity to judge the quality and capability of the restaurant, the kitchen and bar, as
well as allowing them to select food and beverage items according to their taste and
pocketbook.
Food Menus
Explanation of items:
In order to be able to perform your duties and give the guest information about food,
you will have to be able to explain various items by:
-
Preparation Method Know the preparation method. You will have to answer
questions concerning certain menu items. If you dont know your menu, the guests
impression of the restaurant will not be very good.
Ingredients Know what ingredients are in menu items.
Preparation Time Know preparation time for all menu items.
Other Selling Tools

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Table Tents are used frequently to promote special food and/or beverage items or
special occasions (i.e. holidays).
Food and Beverage Displays such as hors doeuvres carts, dessert carts, martini carts,
etc. are very effective sales tools, permitting the guest to make his/her selection visually
and maximizing sales and profits for the operation and for you.
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Selling Words
The following descriptive words should aid you in achieving interesting suggestive
selling phrases that help you sell:
Fruits
Vegetables Meats
Breads
Muffins
Cake
Rolls
Ripe
Tree ripened
Vine ripened
Sweet
Juicy
Plump
Chilled
Succulent
Prime
Tender
Choice
Crisp
Thick
White
Tender
Golden
Juicy
Hot
Rare, medium
Butter flavoured Young
Light
Freshly baked
Golden brown
Home baked
Hot
Home baked
Country
Light
Moist
Fluffy
Rich
Fruited
Crusty
Hard
Soft
Some description of source or style:

Virginia or Georgia peaches
Idaho potatoes
New York Cut steak
New Orleans Creole
California grapefruit
Virginia ham
Boston or New England seafood
Texas or Western club
To describe preparation methods:

Baked
Boiled
Braised
Stewed
Roasted
Fried
Liquor Salesmanship
When people go out for lunch (or cocktails), it is usually a special treat for a group of
friends, or it is a business meeting. Given these circumstances, it is easy to sell the
extras that go along with their meal if they are approached in the right way. Here are five
techniques to maximize your liquor sales:
1. First of all, the approach to the table is of utmost importance. If you get to the table
looking bored, avoiding eye contact, and mumbling, you probably could not get them
to buy a free vacation for two to the Caribbean.
Your initial greeting must be enthusiastic, using good eye contact, and you must
speak clearly. You will certainly get their attention that way and actually spark their
interest in buying something
2. Second, the way you phrase your initial questions is often a key to more sales.
Deliver questions that make people think and put ideas into their heads. This works
better than delivering a question that elicits a simple yes or no answer.
Opening Line Examples:
What questions make people think.
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What would you like to drink from the bar?

What can I bring you from the bar?
These questions elicit a quick yes or no answer, which does not make people think:
Would you like a beverage to drink?
Were you thinking of having a beverage today?
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3. Third, when people hesitate, its your cue to give them enticing suggestions, and the
way that you suggest an item is almost as important as the suggestion itself. One way
is to give a description of an item so colourfully that the guest can almost taste it.
Good Suggestions
Colourful Description Examples:
Our Bloody Mary is terrific. Theyre hot and spicy with a touch of horseradish and
are served with a crunch celery stick. Would you like to try one?
Could I suggest one of our Frozen Fruit Daiquiris? Theyre icy, fruity, and refreshing
and come in 3 flavours Strawberry, Banana and Peach.
Another technique is to give two choices from the moment they hesitate.
Two Choice Examples:
Would you care for a Bloody Mary or a glass of Ontario wine?
Would you care for Coors or Coors Lite?
If your guests do not care for a drink or drink liquor at all, it is your cue to come up
with some good quick non-alcoholic suggestions.
Non-Alcoholic Examples:
Would you care for a Perrier or a glass of our freshly brewed ice tea?
How about some coffee or tea?
4. Fourth, up selling is an easy way to get a high sale. It is necessary to know our
liquor list thoroughly so that when a guest orders a drink, you can offer a higher
priced liquor in the drink.
Up Selling Examples:
Would you like Gin and Tonic made with Bombay or Tanqueray?
Did you want your Bloody Mary made with Smirnoff?
5. Last, once you have sold the drink, you have automatically sold a second drink if you
stay on top of things. Once the drink is o empty (when the drink is down to the ice),
it is your cue to sell the second drink.
Second Drink Sales:
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May I bring you another (name of drink)? If more than one guest is drinking, go for
the round!
May I bring another round?
Keep these techniques in mind and use them with each one of your guests. Your liquor
sales will increase like magic!
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The Ten Commandments of Good Business in the Hotel

The Guest is Happy When you are Happy. Think About It!
1.
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10.
The Guest is the most important person in the hotel.

The Guest is not dependent on us. We are dependent upon the guest.
The Guest is not an interruption of our work. The guest is the purpose of it.
The Guest does a favour when they call. We are not doing him/her a favour by
serving them.
The Guest is part of our business, not an outsider.
The Guest is not a cold statistic. They are a flesh-and-blood human being with
feelings and emotions like ours.
The Guest is not someone to argue, or match wits with.
The Guest brings us his wants. It is our job to fill those wants.
The Guest is deserving of the most courteous and attentive treatment we can give
them.
The Guest is the life-blood of this hotel.
You know it makes sense.
55 Ways to lose a tip

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Grouchy greetings or none at all.

Letting ladies seat themselves.
Forgetting to assist with coats.
Improperly set tables.
Empty salt and pepper shakers.
Guest having to ask for silverware.
Service from the wrong side.
Reaching in front of guests.
Not saying: pardon me, sir or madam.
Dirty or bent silverware.
Chipped glasses or china.
Coffee spilled in saucer.
Finger marks on plates or glasses.
Carrying side towel or napkin under your arm.
Touching mouth or nose with fingers.
Being too familiar.
Waiters in groups.
Loud talking or arguments.
Clattering of dishes.
Littered floors.
Forgetting items (sauces on sides).
Wine glasses too full.
Bread crumbs on chairs or benches.
No bread or butter.
Dirty ashtrays.
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26. Waiters standing with their arms folded.
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Thumb in soup.
Holes or stains in the linen.
Not giving the guest a new napkin when his drops on the floor.
Rushing when the guest in not in a hurry.
Forgetting special instructions (ex. no vegetables)
Forgetting guests order.
Not presenting the dessert menu.
Cold plates for hot food.
Hot plates for cold food.
Scraping bread crumbs on to floor.
Spilling things on the table.
Touching the silverware, foods, with bare hands.
Removing plates before all are finished.
Not removing plates when all are finished.
Dirty side stands (service stations).
Ignoring guest on another waiters section when they are calling.
Asking the guest to pay check so that the waiter can go home.
Making guest wait for check.
Placing check on table without the bill folded.
Not thanking the guests.
Questioning the size of your tip.
Forgetting to assist guest when leaving.
Counting tips in the dining room.
Sloppy uniform and shoes.
Dirty fingernails and hands.
Body odours. Bad breath.
Uncombed hair and no shave.
Last...but most important of all...the way to empty a dining room
Not Smiling
Yes you have a tough job. But remember, it is also your livelihood and income.
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The Kitchen
The Kitchen Routine
Daily Tasks
- Sign out keys at the front desk
- Turn on needed equipment
- Go through the days functions
- Start prepping for today's functions and next day
- Delegate work orders to proper staff
- Work cleanly and efficiently
- Deal with suppliers (Mondays)
- Place orders if any
- Receive stock, check invoices, sign invoice
- Put stock away in their proper places
- Check all equipment. Make sure they are turned off before going home.
- Before going home check the following days functions
- Lock up (make sure back kitchen door is locked) and sign keys in at the front desk
Before Every Banquet Function
- Check menu to see if it is ready to go
- Count portions (double check)
- Have cooks or dishwashers count all china for the function (s)
- Clean up kitchen area and organize the line before service
- Have the cook call from the function room to let kitchen know when they have started
- Bring all food out of the fridge except for desserts
- Start cooking food in relation to the timing of the function
- Start plating
*Timing is everything it can mean either overcooked or undercooked food which will
effect plate presentation and guest satisfaction
- Inform kitchen staff of their line duties before service.
Example: vegetables, potatoes, jus etc.
- Get staff ready to serve
- Do up a show plate
- Start serving the function
*Presentation is everything you eat with your eyes first
- Always remember to be consistent with the vegetables, potato, sauce etc.
- Chef or Sous Chef (s) should keep there eyes on the portion sizes
*If you start off too heavy chances are you could run out if too little plates look
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empty guest not happy)

- Finish the dessert with the appropriate topping or garnish
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Points to Remember
- Always prepare 5% more than the guaranteed number (i.e. 153 x 5% =160 meals)
- Certain menu items are based on 1 piece per person
(Example: sandwiches, muffins, drinks, croissants)
- Always practice health and sanitation
- Always keep in mind food cost effects everyone
- use leftovers if possible
- grind up all old vegetables and freeze if not needed right away
Dish Washing Duties

Nightly Duties for Dish Washers
If you walked into a restaurant and the kitchen was filthy dirty would you want to eat
there? Often our clients wander into the kitchen and therefore we must maintain a high
standard for cleanliness. Effective immediately the following list of duties must be
completed after every shift. Should any items not be completed, the appropriate staff
member will be called back into work to complete their duties.
- Wash all dishes
- Wash all silverware and bring it to the service staff
- Wash all pots & pans
- Wash out pot sink
- Take all kitchen garbage to the garbage room
- Wash down all garbage cans and replace bags
- Sweep & mop kitchen floor (this includes underneath all tables and behind all
equipment)

Ordering Procedures
Obtain weekly function sheet and contracts from the Sales & Catering Co-ordinator they should be out by noon on Wednesdays
Read through each contract carefully and do the following:
-
Check prices of meals

Timing and date of function
Number of guests
Prepare orders for various suppliers
Make up prep lists
prepare schedule for proper staffing levels
88
Suppliers
List all Suppliers with addresses, contacts, goods supplied etc.
89
90
* Always price shop for the best possible price with quality in mind in the following
instances:
-
large functions ex. prime rib for 400 people or have a contracted price for the
summer (April to October) if you know what your usage is.
rare menus ex. rainbow trout for bus tour dinners
speciality items ex. seafood, veal, beef tenderloin etc.
Keep in mind that volume purchasing from one supplier helps you get a better price.
Make sure that when the order is received:
-
the contents are what you actually ordered

the contents are the same as what is being delivered
the price matches the quote
Food Quantities
1- average piece of prime rib 20 lbs. = 17-19 portions (based on 8-10 ounce portions)
1- 12-14 lbs. top butt = 12-15 portions
1- 25 lb. utility turkey yields approx. 20-25 portions
1- 50 lbs. bag of carrots = 250 portions
1- case of broccoli (18 heads) = 65-70 portions
1- bag of peeled potatoes = 65-70 portions
1- case of chicken breasts 6 oz contains 23 portions
1- bag of salad mix (pre-cut) = 20 portions
1 average hip of beef feeds approx. 120-150 portions
Tossed Salad
Soup Calculation
14 heads of iceberg
8 heads of radicchio
3 heads of endive
2 lb. shredded carrots
=240 portions
200 people * 6 oz. Serving * 5 % more

= 1200 oz.
/ 35 oz. (1 litre)
= 35 litres of soup
= 36 litres of soup
Romaine Lettuce
1 case of romaine will do 300 portions of salad
Basic Custard
Used for crme caramel, and raspberry brulee
7-9 egg yolks
1 litre of milk
1 cup of sugar
vanilla bean
Bring the milk and Vanilla bean to a boil. Separate the eggs, keeping the yolk.
Mix sugar and egg yolks at the last possible moment. Add m the milk to the egg
91
mixture then add the rest. Pour into proper dishes. Cook in a water bath until
firm but slightly jiggly in the centre.
92

Food Markets
1. Meats
Poultry
Pork
Seafood * Proteins
2. Dairy
3. Produce - Fresh Fruits And Vegetables
4. Grocery Items - Frozen Foods, Canned Goods
5. Baked Goods - Local Bakery Supplying Fresh Products Daily.
The 5 (five) food markets listed above are main food markets. There are others such as
speciality items; example, chocolate, food decorations. Now you have to determine who
will be your suppliers for the main food market.
The Five Rights
The right quality
The right supplier
The right quantity

The right time
The right price
Purchasing has a direct impact on food cost control. An adequate storeroom of supplies
is needed so that the establishment can operate in an efficient manner. It is wasteful to
have more supplies that can be used up in a reasonable amount of time. The following 8
steps will help you along in your purchasing adventure.
1. Develop Needs of Items
- food orders should have direct relation to the menus
2. Develop Purchasing Specs
- description of products
- pounds, cases, bunches, etc...
- prices quoted
3. Choose Your Suppliers (two major ones)
- One supplier for your proteins (meats)
- one supplier for your grocery items
- develop a good relationship with your suppliers
4. Delivery Schedules
- delivery times should be for your convenience not theirs
- consistency on there dates and times
- always remember if products sit to long they lose there quality
5. Inventory Levels (par stock)
93
- if you order too much to much space and money are being tied up
- too little stock you run the risk of running out
6. Forecast
- records help predict busy times
94
7. Quotes
- obtain weekly or monthly quotes on all meats, seafood, cheese, groceries
8. Purchasing Log
- photo copy invoices
- remember prices
- always check your invoices
Suppliers
Now that you have established your food markets, it's time to find a proper supplier for
each food market (most of the larger food suppliers can now handle all of the food
markets). A supplier has to be reliable, trustworthy, and able to deliver required
amounts in time and serve the establishment well. While some suppliers may be able to
offer low prices, they may fail to satisfy other criteria and should be eliminated from the
list of possible suppliers.
With your dealings with suppliers you must build a trusting relationship with the sales
rep this can help you make a new friend and help you achieve better pricing.
When dealing with new suppliers and receiving their first order you must keep your eye
on the following: check invoices for proper weights of products; proper prices quoted;
the right product, and if these things are not being done ask the supplier about them and
if it continues do not deal with them any longer.
Responsibilities
You must be responsible for yourself, your co-workers, the company, and the guest.
When workers & guests feel that their needs are given due consideration valuable things
will happen employee self esteem will increase, there attitudes towards the employer
will improve thus increasing productivity, and the guest will enjoy there meal.
Food equipment and staff in the work place must be treated with respect.
- minimal food waste
- abuse of kitchen equipment
- personal behaviour
- abusive language
- profanity
- ethnic slurs
These Issues Have No Place in the Kitchen!
Judgement
The sense of what appropriate is acquired through a lifetime of experience. Good
95
judgement is never completely mastered rather it is a goal towards which one should
continuity strive.
96
The Uniform
chef jacket:
chef pants:
Apron:
chef hat:
neck tie:
proper grooming:
white double breasted

checkers, white, (black chef)
apron
tall cardboard with pleats
finishing touch to the outfit (professionalism)
shaving; clean hair net if its long or tied up; trimmed nails; clean
hands always after you do anything, washroom, coughing, etc...
Food Standards
I believe this is the most important issue in the kitchen. Every restaurant has their own
set of standards, some higher than others or even worse. There are many restaurants
around town with low standards but these restaurants are after a certain clientele.
Everyone is different.
Therefore you as a chef must chose the standards that you and the company will
implement and hold up. Examples -whipped butter vs. patties; hot bread vs. cold buns;
fresh ground coffee vs. packaged coffee; frozen vegetables vs. fresh.
The standards that you choose will affect you and your company in every way building
your name and serving a great product will make you and your company the best, so
don't get lazy.
Labour Cost
Labour cost is the most expensive overhead in the hotel industry today. Many chefs have
lost there jobs failing to maintain these costs, whether it be food or labour.
The standard labour cost % in a full hotel with a dining room and banquets and room
service should be 17 - 20 % of food sales.
Every Hotel has its own labour budget to follow, so this is just a guide line for you to
follow.
Here is how you go about it!
Just say you have a banquet for 100 people at $16.95 per person your food sales would
be $2437.50 and a midnight buffet with a total food sale of $750.00.
When I figure out the labour, I only base it on the dinner only. Why? Well you will find
out later in this topic.
2437.50 @ 10% = $243.75
Therefore you have $243.75 to spend on labour on this function
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There are two ways you can forecast the hours you need for the function.
98
1. You have to find the average hourly wage of your employees. How? You have to add
their hourly wage and divide by the number of employees you have working on that
function.
names
wage hours
Jim
Paul
Tracy
Elvis
Sally
Mike
Dave
10.00
8.00
7.00
6.85
6.85
6.85
6.85
8 = 80.00
6 = 48.00
6 = 42.00
6 = 41.10
4 = 27.40
4 = 27.40
4 = 27.40
293.3
Total: $ 52.40. Divide this by 7 = 7.48 per hour is your average rate per hour. To figure
out how many hours you have to spend, divide 7.48 by 293.30. Your answer should be
39.2 hours to spend. Now between your employees determine how many hours each
employee will work. If you can save hours thats great but don't leave yourself short.
Remember the buffet.
2. Forecast and estimate how many dollars you need to spend.
Jim
Paul
Tracy
Elvis
Sally
Mike
Dave
10.00 8 = 80.00
8.00 8 = 64.00
7.00 6 = 42.00
6.85 6 = 41.10
6.85 4 = 27.40
6.85 4 = 27.40
6.85 4 = 27.40
40 hrs 309.30
If you recall you only have 243.75 $ in labour to spend and you have just figured your
labour at 309.30, you are over by $65.55. Should you be concerned? No! If you add your
buffet total to the food sales your new total would be 3187.50 and 10 % of that is
$318.75. Now youre up by $9.45. Just remember, if you can save money thats great but
don't sell yourself short. Also staff productivity is very important. If they can't have the
work done in time or take too long, it will hurt your labour, so loose that employee.
Food Cost
Very important cost to the hotel and the chef. It is impossible to over emphasize how
important it is for the chef to be aware of what his or her costs are.
*Total Utilization Is The Goal* (Reconstitution)
Keeping the food cost in line is the responsibility of the chef and his team (you are only
as good as your team). They always must be kept informed of what things cost and there
99
relevance to the menu or to what they are preparing. The chef must also know the
expected yields of the food items. Example, meats
100
Here comes the math part. If your steak dinner cost you $4.88 to prepare (vegetable,
potato, 10 oz steak, sauce, salad to start) for you to achieve a 30% food cost you sell the
dinner for $16.26 ($16.50). How did we achieve this number? You take $4.88 divided
by 30% should come to $16.26. Round it off to $16.25 or $16.50. This does not always
work. You have to determine if your guests will pay this price and you have to check the
local competition to see what they are selling it for. So your food cost could be higher or
lower...it all depends on whats going on around you. The other items on your menu
should be at lower cost to help give your menu a good mix so that it balances out at a
good food cost (38-40%).
Your banquet menu should be your cash cow you do high volume with a low cost. To be
successful in the banquet part of it, you must have good price shopping skills to get the
best price for the quantity that you are buying. Refer to the purchasing part of this. You
also must be different from the rest. You have to realize that all banquet halls are
somewhat the same (menu selection, room size, etc.). So you have to separate yourself
from the rest (dare to be different). You have to serve excellent quality food (beef vs.
shoe leather, tender chicken vs. rubber chicken) and it has to be served hot and quick
keeping in mind plate presentation...NO SLOPPING OF FOOD ONTO THE PLATE.
Look at the plate as a picture with the rim being the frame. Keep all food off the frame
and arranged in a nice, clean manner. One more important thing to remember is that
your reputation is at stake, so the choice is yours. So which will it be? The high road or
the low road.
Your banquet menu should run you at 27-30%. Running the food cost this low it will
help compensate for your dinner menu and create a balanced food cost overall.
A properly costed menu is knowing what things cost and how much to sell them for.
The Art of Dishwashing

Everyone knows washing dishes & scrubbing pots is not the most glamorous job in the
kitchen, or the world, but a very important one in the kitchen. Its one of the many
important links in the chain. Important you say! Yes. Every link has an important job.
Clean dishes and spotless cutlery set on a table are a great sign of professionalism, high
quality standards and it shows someone is taking pride in there work. If plates were
dirty, that would mean guest complaints, then no customers, then no jobs for anyone.
Just remember, its not the worst job in the world. You and only you can make it the
best job in the world.
Dishwashing Procedure
- Turn on dish washer. There is a power button located on the top right hand side of the
machine ON-OFF.
- run the water through the machine to achieve hot water in the system. Its like running
the hot water tap first thing in the morning. You do this by FILLING the machine and
then DRAINING it 3 to 4 times.
101
- turn water on for the spray hose.

- check ALL chemicals on the machine there are 4 of them.
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1. ECO-KLEAN: This is the detergent (soap) that helps loosen the food stuff and cleans
the dishes.
2. ULTRA SAN: This is a sanitizer which helps in the sanitization of the plates and the
water (ultra san is just like very strong Javex bleach).
3. JET DRY: This is a drying agent which helps in the drying of the dishes at a faster
pace than normal.
4. WATER SOFTENER SALT: If you didnt all ready know Our City is also known as
the limestone city which means there an alloyed of lime deposits in the water = hard
water. So a water softener has been installed (that small brown bucket under the
sink) this helps soften the water. If we did not have a water softener, all of the water
lines over time would clog up with lime deposits causing major plumbing damage
and the possibility of the dish machine breaking down. There are two options if the
dish machine breaks down.
a. doing dishes by hand...fun...fun!
b. buying a new one, approximate value $4000.00
So the choice is yours you either take care of the machine or you buy it.
- once all the chemicals have been checked dish washing can begin
- All dishes, bowls, cups, glasses must be racked in there proper racks
- All dishes, bowls, cups, etc... must be sprayed thoroughly to get as much as the food
stuff off the china.
This procedure is very important this will ensure even cleaner plates at the other end
and will also prevent food being trapped in between the plates. This is not a good
thing to see while doing plate service on the line or on a buffet table. Just imagine
with me, if you will, going to a buffet table for dinner and lifting your plate and finding
soggy leftover food stuck to the top or bottom of your plate. Wouldnt that make your
dining experience worth while? I think not.
- dish machine cycle is 1 min & 30 sec in this time period three of the four chemicals are
added.
- when the cycle is finished remove dishes from the machine let them stand for a few
seconds so all of the water drains off them.
- before putting the plates on shelves plates, cups, bowls must be checked randomly to
make sure that the china is NOT being put on the shelf dirty.
- stack them quietly and efficiently in there proper place.
Pot Washing
OBJECTIVE: to ensure all pots, pans, trays are clean and grease free with no food
particles stuck to it.
- 3 sink compartment
sink 1 - hot soapy water
103
sink 2 - rinsing sink to have hot clean water with 3 to 4 caps full of javel bleach in the
water (health board regulations)
sink 3 - air dry or towel dry
104
- all pots, frying pans must be scrubbed with steel wool on the inside and Ajax is to be
used on the outside and the bottoms of all pots and pans.
- all baking sheets must also be done in the same way.
** this method will help you achieve that all pots, pans are grease free **
- once all the pots, pans are clean and dry they can be placed or hung in there proper
places.
Dishwashing Duties
The first dishwasher in is responsible for the following duties:
- Empty and remove all garbage, cardboard, bottles, cans. Replace garbage bags in the
cans.
- Take out any bread racks, milk crates outside
The end of the shift the following duties must be completed
-
all garbage and cardboard, bottles, cans are taken outside

all garbage cans be washed out and a new bag be replaced
ensure all table tops and counters are wiped cleaned
all sinks are clean: pot sink, vegetable sink, dish machine sink, hand sink
sweep & mop kitchen floor. THIS INCLUDES UNDERNEATH ALL TABLES AND
EQUIPMENT.
Coffee grounds removed nightly
dish machine washed down after its used and emptied glass racks be placed back on
the dish machine for any left over glasses being brought back into the kitchen.
take a walk around to ensure all things mentioned in this list is done
If you notice any food left out, please wrap and place in the walk in
Pick up all dirty rags, aprons from around the kitchen and put them in their proper
laundry bag.
sweep and mop staff washroom floor nightly
All equipment, pots, pans, spoons, etc... must be placed back in there proper place
Should any of the items not be completed, the appropriate staff will be
called in to complete the work that was left unfinished.
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The Office
Booking the Function
The Sales and Catering Manager is responsible for booking small functions. This would
typically be a meeting room without any food and beverage or a small meeting with
breaks and perhaps a working luncheon. The appropriate questions to ask are:
1. What type of function is it?
2. Company or Organization?
3. How many people is it for?
4. What type of room set-up do you require? (classroom, theatre etc.)
5. What food and beverage would you like?
if yes:
a. what food and beverage do you require?

b. what time would you like it delivered?
* If they require a breakout room ask if any food & beverage is to be delivered to
the breakout room.
6. What date do you require?
7. Full address, phone and fax number?
8. Do you require any Audio Visual Equipment?
9. Will smoking be permitted in the meeting room?
10. If they are on their own for lunch, what time would they like the meeting room to be
refreshed?
11. Do you require any guest rooms?
if yes:
a.
b.
c.
d.
e.
f.
how many rooms?

what date do they arrive, and how many nights are they staying?
what are their names or will you be providing me with a rooming list?
do they require a smoking or non smoking room and one bed or two?
are the rooms to be on the master account or paid individually?
are the incidentals on the master account or paid individually?
12. Will they be paying upon departure or do they require direct billing?
* If they are a small company and are paying upon departure a credit card
is required to secure the booking. If they wish to be billed, a credit
application must be completed and approved by our Accountant or a
Purchase Order Number must be issued by the client.
The first and most important step that must be taken is to block the appropriate space in
the function book into the property management system.
At this time a Function Agreement/Confirmation Letter and the Terms and Conditions
106
are ready to be typed.

It is expected that all confirmation will be sent 48 hours after the booking is taken.
107
Function Book
It is imperative that the function book be kept neat, up to date, and accurate. It is
everyones responsibility to record all information in the appropriate time slot. By doing
this we all can check space with ease and avoid a disaster such as a double booking.
Confirmation Letters
A confirmation letter includes basic information such as the date of the function, the
type of function and the approximate number of people in attendance. It is to be used
for large functions usually booked more than 90 days in advance and like the function
agreement, it requires a signature for confirmation and usually requests a deposit. It is
to be sent with the Terms and Conditions which also require a signature.
Function Agreements
All functions at some point will be typed in function agreement format and be sent along
with Terms and Conditions. The sales and catering co-ordinator must then determine
which terms and conditions will accompany the function agreement and whether the
agreement is to be faxed or mailed. If mailed, a booking letter is required. If faxed, a fax
cover sheet with the appropriate instructions is adequate.
Cancellation Policies
Cancellation Policies are as follows:
Small Meeting with no food & beverage. If cancellation occurs less than 14 days prior
to the function, the full $ meeting room rental
will apply.
Small Meeting with food & beverage.
If cancellation occurs less than 14 days prior

to the function, the full $ meeting room rental
will apply. Should cancellation occur less than
7 days prior, the full contracted amount is
due.
Conferences and Weddings.
If cancellation occurs less than 60 days prior

to the function, the full $ room rental will
apply. Should cancellation occur less than 30
days prior, the full contracted amount is due.
If a function is cancelled within the Terms listed above, it is the discretion of the
Director of Catering or the appropriate Sales Representative to waive any charges. When
cancellation notice is received, all space blocked must be erased from the function book.
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Tracking and Follow-up

Once the confirmation has been sent, it is the Sales and Catering Co-ordinators
responsibility to keep track of the tentatives on file. A booking is not considered definite
and is not to be filed until the client returns the confirmation with the required
signatures. If an unreasonable amount of time passes and the booking is in question a
follow up call must be placed reminding the client that they must return their Function
Agreement/Confirmation Letter and Terms and Conditions in order to confirm the
arrangements.
Once the confirmation has been returned with the appropriate signatures, the function
book must be updated to reflect that the function is now definite. If a deposit is
submitted it must be posted in Brilliant.
Bookings with Multiple Dates
If a function has very few requirements with the same details for each date, a
confirmation letter is more appropriate than a function agreement. This is to avoid
having the client sign multiple function agreements for each date they have booked.
Once the Confirmation Letter is returned with a signature, a copy is made for each date
and files are set up accordingly.
Office Routine
Filing Systems
All master contracts are to be filed alphabetically.
All upcoming functions are to be filed monthly and in chronological order.
All past functions are to be filed alphabetically and in chronological order.
Weekly Distribution
Weekly Distribution takes place on Wednesday by Noon of every week. All Function
Agreements for the following weeks functions need to be photocopied and distributed
to the following people:
1. Executive Chef
2. Porters*
3. Food and Beverage Manager
4. Function Board
5. Restaurant
6. Front Desk
To ensure that the proper staff is scheduled and the food is ordered it is very important
that the Food and Beverage Manager and the Executive Chef be verbally notified
immediately when there has been a last minute booking or change of status.
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Weekly Function Sheet

This is an overview of information for the following weeks functions and is to be
distributed at the same time as the Function Agreements. It is not meant to be updated
after it has been distributed. The following people get a copy of the Weekly Function
Sheet:
1. Porters
2. Restaurant
3. Sales Representative
4. Sales and Catering Co-ordinator
5. Executive Chef
6. Front Desk
7. Director of Catering
a. Sales Manager
b. General Manager
c. Night Audit
d. Front Desk Manager
e. Maintenance Manager
f. Executive Housekeeper
g. Accountant
Function Board
The Function Board is to be up to date at all times with all functions for the current
week and their appropriate change of status sheets. It is an excellent way to double
check what has been distributed to all other departments and should be checked against
the function book nightly for the following functions in that week.
Billing and Evaluations
On Monday of every week the Director of Catering will pull the previous weeks files and
check all bills for accuracy. The top copy of the bill, a frequent stay brochure, an
Evaluation, and a self addressed, stamped envelope must all be mailed on Monday of
each week in order for the client to get their bill in a timely fashion. Once the bill,
brochure, and evaluation have been mailed, the file will be submitted to the Sales
Manager.
110
Appendix I:
Responsible Service.
House Policies.
Licensee Information Sheets From The

Liquor Licence Board Of Ontario. Ignoring
This Information Is Not An Option.
The goal of our establishment is to make a profit

by providing responsible, courteous and
professional service and selling more than just
beverage alcohol.
We will serve customers in a responsible,

friendly and professional manner. Staff is on
hand to assist customers in their decision to
drink in moderation and, where appropriate,
avoid drinking activities that put customers at
harm or risk. Management is committed to
adhere to all liquor laws.
4.
1. Monitor the Event
The manager on duty is assigned to monitor

the event.
Check for age and fraudulent I.D.
Deny entry to intoxicated people.
Count the number of people on premise to
prevent overcrowding and exceeding the
legal capacity.
Provide proper guest to staff ratio.
Allow free access to police and liquor
inspectors
Should a guest ever reach the point of

intoxication, all alcohol service to that guest
must be stopped.
All staff reserve the full right to cut-off
alcohol service to a client.
When a client has been cut-off inform the
appropriate staff and management and fill
out an incident report in the log book.
Offer the client complimentary nonalcoholic beverages as a substitute.
If the client becomes irritated with actions,
avoid all conflicts and inform the
appropriate manager or supervisor to take
over the situation.
Once a client has been denied service, they
may remain in the banquet room as long as
they observe the rules of the Hotel.
Once a client has been cut-off and

remains in the banquet room, if they are
seen with another alcoholic beverage, it is
to be confiscated and the guest is to be
given a verbal ejection warning.
If they fail to heed this warning and violate
this again, they are to be asked to leave the
premises. This should be the duty of a
Manager or Supervisor only, with the
assistance of the convenor.
Your Hotel reserves the right to eject any
person (s) from the Banquet Room or
property of the Hotel in a professional
Designated drivers receive free pop or

coffee.
Light/Non-Alcoholic beers are to be made
available at all times.
Serve alcohol free drinks in containers
different from those of alcoholic beverages.
Minors are not permitted to consume nonalcoholic beer.
3.
Identification Policy
The only acceptable forms of I.D. are:
Intoxication Of A Guest
Removing a Client from the Property
Alternative Beverages
Unless a person looks to be a minimum of

25 years of age, I.D. must be shown.
Parents, Convenors or friends cannot vouch
for a persons age. I.D. must be shown.
Photo I.D. is required for table service as
well as bar service.
If an I.D. has been noticeably forged, take
the I.D. to a manager.
5.
2.
Drivers Licence; Passport; Age of Majority

Card; Canadian Citizenship or Military I.D.
If you are given an out of Country I.D.,
check with your supervisor.
111
manner.
If a patron becomes intoxicated while in our
care, it is our responsibility to get them a
taxi. See 7.
112
6.
Areas Of Consumption
Alcohol is not permitted to be brought into

the banquet room from another source.
Example, guestrooms
We reserve the right to confiscate any
alcohol not purchased through a contracted
bar of Your Hotel and to deny entry to
repeat offenders.
Alcohol is only permitted in the list of areas
.
Any open alcohol must be carried by a staff
member to the guests destination.
7.
Alternative Transportation
Should a client ever reach the point of

intoxication, it is our duty of care to see
that client safely home. This can be ensured
by getting a sober person from their group
to ensure them safe
transportation
home or by calling the patron a taxi and
assisting them into the taxi.
If the client is reluctant to take a taxi, Your
Hotel will pay for the ride home (one way).
At this point the server must accompany the
guest to the carport & see them safely into
the taxi.
If the guest will not accept any means of
transportation other than driving
themselves, management must call the
police giving the licence plate and make of
car as well as the direction they were
headed.
8. General Points
At all times, we must try to avoid a verbal

or physical conflict with a guest.
If this situation arises, contact the
appropriate supervisor/manager and/or
security.
An incident report must be filled out for any
happenings listed above
As long as your best judgement has been
used, and all rules of the prop property have
been followed, management will always
back the decisions of staff.
113
Appendix II:
Just Saying No is not enough!
Just Saying No Not Enough
As a liquor licence holder, we cannot permit
drug use and dealing on our premises. Even if
you are not personally involved in drug activity,
we can be held accountable for illegal activities
in the hotel. We must take reasonable steps to
prevent drug use and dealing anywhere in our
hotel.
Steps to take
To discourage the presence of illegal drugs, you
can create an environment unsuitable for drug
users and dealers by taking the following steps:
Provide proper lighting to avoid dark
corners/areas.
Have all tables visible to staff and other
patrons
Employ security staff
Refuse service to anyone suspected of
participating in the sale or use of unlawful
drugs on the licensed premises. Eject the
person and contact the police.
Have well lit and monitored parking areas
outside service areas.
If you think a member of our staff may be
dealing or using drugs on the premises,
contact the police for assistance. If necessary,
install security cameras to monitor staff
activities
Your Hotel has a strict house policy (see staff
manual) that clearly states zero-tolerance
towards drugs. If you use it, you do not have
a job at Your Hotel.
Check for hypodermic needles taped under,
behind or inside the toilet bowl or tank.
Behaviours to watch for
Making frequent trips in and out of the

premises.
Making frequent trips in and out of the
premises with others
Passing match boxes, folded dollar bills or
folded napkins to others.
Guests who arrive sober but quickly show
signs of impairment inconsistent with their
alcohol use. This is often caused by mixing
drugs with alcohol.
Continually visiting the restroom. Restrooms
are common havens for drug dealing and use.
Check them regularly if drug activity is
suspected, especially if you find syringes,
needles, small clear plastic bags, burned
matches, bottle caps or other drug
paraphernalia on the premises. If syringes or
needles are found, they should be reported to
the police.
Recognizing drugs
Cannabis:
Cannabis -- the name that covers marijuana,
hashish, and hash oil-- is the most commonly
used illegal drug in North America. Marijuana
looks like chopped plant material ranging in
colour from green to light brown and is usually
sold in easily concealable clear plastic packages.
It is chopped, and smoked in the form of handrolled cigarettes or in a pipe and has a distinctive
smell when burning.
Hash varies in colour from light-brown to near
black, and its consistency may be soft or hard. It
is often mixed with tobacco and smoked.
Hashish oil is a thick oily product which ranges
in colour from yellow to nearly black. The oil is
spread onto the tip of an ordinary cigarette or
sometimes onto the papers used for handmade
cigarettes, then smoked.
Telltale behavioural signs of cannabis use
include slow speech, droopy eyelids, dilated
pupils, and increased appetites.
Cocaine:
114
Cocaine is usually sold as a white, crystalline

powder in grams or fractions of a gram. Often it
is snorted through the nose using plastic straws
or rolled up bills.
Razor blades are used to crush any large rocks or
particles of cocaine to form lines to make
snorting easier.
115
Some users inject cocaine or convert it into a

smokeable form called crack. Crack is a light
brown or beige pellet which is formed when
powdered cocaine is melted in a glass tube with
water. Watch for crude crack pipes made from
soft drink cans.
methamphetamines and like crack cocaine, their

effect is strong and fast
Crank, another nickname for amphetamines,
comes in tablets or capsules.
Paraphernalia associated with the use of cocaine

include small spoons, razor blades, mirror, small
bottles of white powder, plastic or glass straws,
pipes.
Heroin:
This opiate usually comes as a white or
brownish powder. It is usually dissolved in water
and injected under the skin or into a vein or
muscle, but it can also be sniffed or smoked.
PCP:
Often sold in white or coloured chunks or
crystals, PCP can also come in the form of a
powder or tablet. Mixed with tobacco,
marijuana, or dried parsley, it is usually smoked,
but it can be swallowed or injected. Although it
makes users high, it also often makes them
violent towards themselves and others.
LSD:
LSD has no colour, odour, or taste and is so
strong that a dose (30 micrograms) is too small
to see. It is packaged in miniature powder pellets
(microdots), gelatine chips (windowpane) or
squares of LSD-soaked paper (blotter). LSD is
usually swallowed but may also be snorted or
injected.
Amphetamines:
On the street, amphetamines come in crystals,
chucks, or glittery powders that are off-white to
yellow in colour. Often they have a fishy or
ammonia-like smell. They can be swallowed,
injected, sniffed, or smoked.
Crystal is a powder form of methamphetamine
that is injected, inhales, or taken by mouth. Ice
and glass are smokeable forms of
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Appendix III:
Recognizing Intoxication.
Recognizing Intoxication
Although individual reactions to alcohol may
vary, people follow certain general patterns as
they approach intoxication.
These are the 10 main signs that indicate your
guest is becoming drunk. These signs may
appear in any sequence or clustered, depending
on the individual. As people become intoxicated,
they will show more signs. Drinkers showing
four signs can almost certainly be considered
intoxicated.
Inappropriate speech volume.
Drunks frequently speak in volumes
inappropriate to the situation. They shout when
it isnt necessary, whisper when theres no need
for secrecy. The voice may go from low to high
(or vice versa) when there is no reason to
suggest that a change in volume is necessary.
Motor control (fine) deteriorates.
As people become drunk, their skills requiring
fine motor control (hand-eye co-ordination)
deteriorate. Intoxicated patrons may fumble with
cigarettes or have difficulty picking up change.
As their co-ordination declines, people also
misjudge distances. They may set a drink down
hard on a table, thinking that the table is lower
than it is, or miss ashtrays when smoking.
Pace of speech.
Intoxicated people may change the rate of their
speaking, alternating racing speech with slow
speech, or talking consistently slow or fast.
Alertness decreases.
Intoxicated people take longer to respond to

questions or react to events. They may not be
able to understand or pay attention to what
youre saying. They easily become muddled,
and you have to repeat simple questions or
requests before they respond.
Inappropriate sweating.
Intoxicated people may sweat more than might
be considered normal given the surrounding
temperature, conditions or situation.
Red eyes.
Take note if a customers eyes are bloodshot to
any degree.
Motor control (gross) deteriorates.
Alcohol also impairs skills requiring gross motor
co-ordination. Drunken customers may have
difficulty standing upright or walking a straight
line. They weave, misstep or stumble, perhaps
bumping into other people or furniture. To
compensate, they may put their hands out at the
sides for support or balance.
Enunciation poor, slurring words.
Alcohol relaxes muscles, including those in the
mouth, making it hard to speak clearly and
distinctly. An intoxicated person may breathe
noticeably slower or shallower than others.
There may be weakness in breath, with little air
inhaled or exhaled.
Tiredness.
Alcohol is a depressant. As people become
intoxicated, they show signs of being sleepy.
Their eyes may be heavy or closed, or they may
have a placid or fixed gaze.
Dealing with Intoxicated Patrons
The addiction Research Foundation offers these
strategies to deal with customers who show
signs of intoxication.
117
1 sign
Become alert for the development of other
signs (a single sign is not necessarily linked
to intoxication).
Make low-risk options available to slow
alcohol intake. For example, offer food or
low-alcohol drinks.
118
2 signs
alcoholic products.
Monitor the patron carefully.

Move to low-alcohol or non-alcohol drinks.
If possible, serve food to decrease the rate of
drinking.
Offer a wide variety of low and no-alcohol

products and make sure your customers know
these products are available. Advertise them on
your menus and tent cards.
3 signs
Serve only low-alcohol or non-alcoholic
drinks--another regular round can lead to
intoxication.
If the patron is driving, serve no more
alcohol.
4 signs or more
Serve no more alcohol to this patron under
any circumstances.
Use management of intoxication
techniques to reduce the likelihood of injury
and damage. For example, ensure that the
patron has safe transportation home; if
necessary, call the police.
Preventing Intoxication
Obviously, if you focus your efforts on
preventing intoxication, you wont have to be as
concerned about recognizing intoxication.
These strategies may help you lower the risk of
customer intoxication:
Food:
Serving food is one of the best ways you can
lower your risk of customers becoming
intoxicated. Not only does food delay the
absorption of alcohol into the blood, but it
generally takes customers longer to drink a
round when they are also eating.
Offer free or low-priced appetizers for after
work customers. These people may be at
especially high risk of becoming intoxicated
because they are likely to have empty stomachs.
Try a hungry hour promotion with two-for-one
snacks.
Train your servers to market food. Offer them
incentives for increasing food sales.
Premium upgrading:
Customers tend to sip and savour premium drinks
and are less likely to order an excessive number
of rounds because of the higher price. Premium
upgrading allows you to increase revenues from
each drink without increasing consumption.
Alternative Beverages:
Actively market non-alcoholic and low-alcohol
drinks to your guests.
Creating interesting mocktails made without
alcohol. Exotic names and fresh ingredients will
make these products appealing to your
customers.
Have your servers suggest premium-priced
mocktails to customers who order soft drinks.
Promote alternative beverages by offering them
at prices that are competitive with regular
When a customer orders spirits without a mix,

suggest a premium brand. People who prefer
straight spirits will likely enjoy better-quality
(more-expensive) products. Try this strategy
with wine and beer drinkers, too.
Interview and assess:
Chat with your customers before taking their
order. Have they eaten? Have they been drinking
else-where? Clearly, people who have been
drinking must be treated differently from those
who have had nothing to drink. You have to
decide whether or not to serve them even one
119
drink, and monitor them for emerging signs of

intoxication.
Dont invite trouble in:
Train your door staff to recognize the signs of
intoxication and refuse entry to anyone who has
had too much to drink.
House policy:
Develop, post and enforce a house policy on
intoxication. You might print the policy on your
menu or on tent cards with a list of your nonalcoholic drink specials.
120
Appendix IV:
running low. At that time run only the

required utensil. This will allow you
more time on the floor to clear tables.
Dishwashing Procedures
The function of the dish washer is to sterilize
dishes and utensils, making them free of
microbes and bacteria. Each item placed in the
machine must be hand scrubbed and basically
clean. Allowing the machine to scrub the
dishes will result in heavy food accumulation in
the machine which will spot glassware and
silverware.
Operating a dishwasher efficiently requires an
efficient system and work flow.
1. Set-up Your Work System
a. Set up a separate rack for tea glasses,
juice glasses, water goblets and coffee
mugs. By separating each type of
glassware, clean glasses can be taken
directly from the rack. Place starter
plates of various sizes on the work table
as a guide for dish placement.
b. Set up a pre-soak solution for all
silverware.
c. Set up plenty of scrub pads and a stiff
brush.
d. Position your trash can so you can work
smoothly.
2. Efficient Operation of the Dishwashing
System
a. Unload bus tubs.
i. Stack plates and bowls individually.
It is easier to wash one rack of
plates than one rack of assorted
plates, cups, etc.
ii. Put all glassware and mugs into
each individual rack upside down.
iii. Separate silverware and place in
pre-soak solution.
iv. Carefully throw out trash so as not
to lose silverware.
b. After you have unloaded one tub, return
to the banquet room to clear more
tables. Keep stacking dishes until a
particular type of dish or glassware is
c. Scrub dishes that are to be run through

the machine. Remove all food and rinse.
d. Load racks completely with one type of
dish or glassware. Run through machine.
e. Wash silverware separately. Spread out
silverware on a flat rack and wash once.
The silverware should be placed in
individual silverware bin with the eating
surface up. Be careful not to overload
each silverware bin. Place silver bins in
flat rack and wash one more time. Allow
washed silver to sit in bins as long as
possible so the heat from the utensils
will automatically dry them. Then put
silverware out at the wait station.
3. Clean the Dishwasher
a. Drain the water.
b. Take out food traps and clean
thoroughly. Set them out to dry and air
out.
c. Clean the inside edges of the machine
doors.
d. Fill the automatic dishwasher soap
dispenser as instructed on the dispenser.
Most require that only dry dishwasher
soap be added to the dispensing hopper.
Pot and Pan Washing
All large utensils, except sharp objects such as
knives and slicing blades, should be pre-soaked
in hot, soapy water. These sharp objects should
be washed, rinsed, dried and stores separately.
Pre-soak and scrape food from all large utensils
before placing the utensils open side down in a
flat rack. Check with your manager before
washing new utensils as some metals will
tarnish severely from dishwasher soap.
Steps:
1. Take all large used utensils to rear of the
prep area.
121
2. Scrape food scraps into a trash can.

3. Pre-rinse the utensils in a pot sink.
4. Fill one pot sink with hot, soapy water by
turning on the water and pressing the soap
dispenser button.
5. Place utensils in hot, soapy water to soak.
Do not place sharp objects in pot sinks to
soak.
122
6. Fill a second sink with clean, warm water.

7. If required, add a sanitizing agent to water in
the third sin, following package directions
on the sanitizer package.
8. Wash utensils with a plastic scrubber. Do
not use cleaners or stainless steel pads.
9. Rinse utensils thoroughly in the clear water.
10. Dip in sanitizing solution, if required.
11. Place rinsed utensils in a clean sink to dry.
12. Put clean, dry utensils in their storage areas.
Sweeping Floors
1. Sweep the floor.

2. Prepare a solution of hot water and
detergent.
3. Block off the section to be mopped.
4. Remove chairs, trash receptacles, etc.
5. Mop the floor, rinsing and wringing the mop
frequently.
6. Rinse the floor with clear water.
7. Allow the floor to air dry.
8. Replace chairs, trash receptacles, etc.
9. Open the section.
10. Clean, rinse and put away the mop bucket.
Sweep the area systematically, using long,

overlapping strokes. Be careful not to raise dust.
In the guest service areas, move any light-weight
objects. Sweep into the corners, under
furnishings and equipment, and along
baseboards.
Sweep dirt into a dust pan, and empty it in a
trash container as well as underneath equipment
and tables.
Mopping Floors
Mix the detergent solution according to
directions. Mop sections separately; clear away
movable objects. Dip the mop into the solution
and wring it until it is almost dry. Clean the floor
with even, overlapping strokes from side to side
using enough pressure to loosen and pick up
dirt. Do not splash water on walls, equipment or
furnishings. Frequently dip the mop in the
detergent to remove dirt. Be sure that the corners
and the floor around equipment, table legs and
baseboards are clean.
Rinse thoroughly with clear water. After the
floor has dried completely, replace the objects
you removed, and remove barriers you placed to
keep guests out of the area.
Empty the mop bucket in the mop sink, and
clean and rinse the mop and bucket. Wring the
mop as dry as possible and store the equipment.
Steps:
123
Appendix V:
Specific instructions for cleaning each unit are

listed below:
box before cleaning.

2. Remove frozen food from reach-in freezer
and place in walk-in freezer.
3. Remove any frost accumulation from all
inner surfaces of the reach-in freezer. Do not
use any metal tool or one that can scratch or
penetrate the walls of the reach-in freezer.
4. Thoroughly clean all inner surfaces.
5. Thoroughly rinse all inner surfaces with
clear water to remove all cleaning solution.
It will be necessary to rinse these surfaces
several times.
6. Thoroughly dry all surfaces with a clean dry
cloth. Make certain all traces of moisture are
removed.
7. Replace thermometers.
8. Turn reach-in freezer electrical current back
on at the electrical control box. Allow
freezer to return to proper temperature.
9. When proper temperature has been reached
in the reach-in freezer (0F), remove the
frozen foods from the walk-in freezer and
replace in the reach-in freezer.
Steps:
Ice Machine
1. Units to be defrosted should be turned off at

the electric panel control box.
2. Move all food to another refrigeration/
freezer unit.
3. Put large chunks of ice in the sink. Do not
use metal objects to loosen ice.
4. Remove parts, wash them in detergent
solution, rinse them thoroughly in clear, hot
water, and dry them.
5. Wash the inside surfaces and gaskets with a
detergent solution, rinse them thoroughly,
and dry them.
6. Replace all parts.
7. Turn the unit on and allow it to return to its
operating temperature.
8. Clean the outer surfaces.
9. Empty and clean the drip pan.
10. Replace thermometers.
11. After it returns to the proper operating
temperature, replace the food in the unit
according to stocking specifications.
Occasionally it will be necessary to clean the

interior surfaces of the ice machine. This is to be
done on a schedule determined by management.
Equipment Cleanliness and

Maintenance
Cleaning Refrigeration Units
All refrigeration units must be cleaned regularly
for efficient operation, for food safety, and to
eliminate odours.
Put food in another refrigeration unit with a
comparable temperature while you clean and
while you wait for the cleaned unit to return to
normal operating temperatures.
Be patient when defrosting. Let the frost
completely melt. Trying to remove ice with
sharp objects may puncture a refrigerant line.
Cooks Reach-In Freezer

1. Turn the unit off at the electric panel control
Steps:
1. Remove the sliding doors which give access
to the ice bin.
2. Remove as much ice as possible from the ice
bin. Melt remainder with water.
3. Thoroughly clean the interior of the ice
machine bin.
4. Rinse the interior of the ice machine bin
thoroughly. It will be necessary to flush all
surfaces several times with clear water to
remove all cleaning solution.
5. Pour several buckets of hot water directly
through drain line in bottom of ice bin to
clean and flush the drain lines.
6. Replace sliding door.
7. Clean and polish all exterior surfaces with
damp cloth followed by a dry cloth.
Milk Dispenser
124
1. Open door. Remove all frost accumulations

from interior surface.
2. Clean and dry interior surfaces thoroughly.
3. Remove milk dispensing valve. Clean
thoroughly. Replace.
125
4. Close door. Clean exterior of machine with

soft damp cloth, dry and polish with soft dry
cloth.
Ice Cream Freezer
1. Turn the unit off at the electrical panel
control box before defrosting.
2. Remove lids for ice cream freezer box.
3. Remove ice cream containers from ice
cream freezer box. Place in walk-in freezer
until ice cream freezer has been returned to
service and has returned to proper
temperature - 0F.
4. Remove any frost accumulation from the
sides and/or bottom of the ice cream freezer
box interior. Do not use any metal tool or
one that can scratch or penetrate.
5. Thoroughly wash the inner walls of the ice
cream freezer box with a detergent solution.
6. Thoroughly rinse the inner surfaces of the
ice cream freezer box with clear water, to
remove all traces of the cleaning solution. It
will be necessary to rinse these surfaces
several times.
7. Thoroughly dry all inner surfaces of the ice
cream freezer box with clean dry cloth.
8. Allow ice cream freezer box to remain open
and uncovered until all traces of moisture
are gone.
9. Clean the lids of the ice cream freezer box.
Do not run through dish machine. Dry
thoroughly. Extra care must be taken in
cleaning the rubber gaskets around the edges
of the lids.
10. Clean the outer surfaces of the ice cream
freezer box with a damp cloth. Dry and
polish with a clean dry cloth.
11. Replace lid (s) on ice cream freezer box.
12. Replace thermometer.
13. Turn ice cream freezer box electrical current
back on at the electric panel control box.
14. Allow freezer to return to correct
temperature.
15. Remove ice Cream containers from walk-in
freezer and return to the ice cream freezer
box.
Cleaning Rest Rooms
The public rest rooms are often the first facility

many guests visit. Proper cleanliness will ensure
a good first impression for all our guests.
Because of the frequent use of the public rest
rooms, they should be checked at least every
two hours for cleaning.
Before beginning to clean rest rooms, prop the
door open. Clean all surfaces with the specified
cleaning solution, following the steps outlined
below.
Steps:
1. Using the toilet brush, scrub the surface of
the toilet and urinal.
2. Clean walls, vanity and sink with a cloth and
all-purpose cleaner.
3. Clean the mirror with a cloth and glass
cleaning solution.
4. Sweep and mop the floor.
5. Refill (as needed) the paper towel, tissue and
soap dispensers.
6. Initial the checklist when cleaning is
complete.
Cleaning Equipment
Food Slicer. This piece of equipment should not
be operated or cleaned by employees under the
age of 18.
1. Following directions for each individual
slicer, disassemble slicer.
2. Thoroughly clean and dry all parts. Do not
run through dish machine.
3. Thoroughly clean the base where electric
motor is located. Do not allow any moisture
to enter the base. Dry and polish with soft
cloth.
4. Sharpen slicer blade once a week, or more
often if needed.
5. Reassemble the food slicer.
Table Mounted Can Opener
1. Remove cutting section from base by
pulling straight up from table.
2. Thoroughly clean all can opener parts. Use
soft brush if necessary to remove any foods
126
or other materials from all surfaces.

3. Thoroughly clean base attached to the table.
4. Reassemble can opener.
127
Bread Rack
1. Use for bread only. Do not allow clothing,
purses, etc. to be placed on the bread rack.
2. Clean one shelf at a time, beginning at the
top shelf.
3. Remove all bread from shelf. Thoroughly
clean and dry shelf. Return bread to shelf.
4. Do next shelf down. Continue one shelf at a
time until all are done.
Sinks
1. All sinks in the prep area must be kept clean
at all times. Each has its own use. Do not
use for any other purpose.
a. Three (or 4) compartment sink - for
washing dishes in an emergency,
cleaning pots and pans, washing
produce.
b. Mop sink - For disposing of mop water,
cleaning and rinsing floor mops, and
other heavy duty cleaning not connected
with food and/or food utensils.
c. Hand sink - For employees to wash
hands. Dispensers must be supplied at
all times with soap and towels.
Cleaning Kitchen Equipment
The cleaning of cooks equipment is assigned to
cooks. However, should you be needed to assist,
the following procedures will serve as a guide:
Grill Hood
1.
2
3.
4.
5.
6.
7.
8.
9.
10.
11.
Pull filters one at a time.

Wash filters in dishwasher.
Allow to drain and dry for five (5) minutes.
When dry, replace in proper position.
Do each filter in turn in the same manner.
Remove return air grates (across the hood).
Use pre-rinse spray at dish table to rinse
thoroughly.
Wash return air grates in dishwasher.
Allow to drain and dry for five (5) minutes.
When dry, replace in proper position.
Remove grease drip pans and grease trough.
Empty into trash can.
12. Take grease drip pans and grease trough to

pot sink in back prep area and wash
thoroughly.
13. Dry thoroughly and replace.
14. Clean all other hood surfaces and polish
with clean, dry cloth.
Two Burner Gas Stove
1. Remove grate over each burner.
2. Clean with a bristle brush (Do not use a wire
brush).
3. Wash thoroughly in pot sink in back prep
area.
4. Remove grease drip pans and clean
thoroughly in pot sink.
5. Dry all parts and replace.
Char-Broiler
1. Shut down and allow to cool thoroughly.
2. Remove broiler plates (grill). Soak in the pot
sink in the kitchen.
3. Scrub and clean thoroughly with wire brush.
4. After broiler is completely cool, brush away
any debris on elements on broiler with (not
wire) brush.
5. Raise elements and thoroughly clean inner
surfaces of broiler.
6. Remove water drip pan. Clean thoroughly in
pot sink. Dry. Refill with proper amount of
water and replace. Return broiler to service.
Deep Fryer
This piece of equipment should not be operated
by employees under the age of 18. Proper
attention must be paid to the deep fryer at all
times. The following procedures should be
followed by all personnel.
1. Floating particles must be skimmed off
constantly, before they have a chance to
settle.
2. Grease must be filtered at least once each
day.
3. Grease must be changed on a schedule to be
determined by management, based upon
hours of operation of deep fryer and
intensity of use.
128
Filtering
This procedure is off limits to employees under
the age of 18.
1. Turn deep fryer off. Allow grease to cool.
2. Dip as much grease as possible from the
fryer kettle. Pour through filter cone.
129
3. Remove grease pan from fryer and filter

remainder of grease through filter cone.
(Grease must be cooled before being
filtered.) Do not attempt to move grease pan
from fryer alone.
4. Thoroughly clean grease kettle. Do not use
metal cleaning pads. Never use any
chemical cleaning compounds in the
grease kettle. Never under any
circumstances, clean the grease kettle with
soap or detergent. (Soap causes grease
breakdown.)
5. Return clean kettle to fryer. Refill with
filtered grease.
6. Turn fryer thermostat to 200F until that
temperature is reached. Next, turn
thermostat to 275F until that temperature
has been reached. Finally, turn the
thermostat to 350F until grease has been
brought to the proper temperature. Do not
attempt to cook anything in grease until it
has been brought to 350F.
N.B. To thoroughly clean kettle, after emptying
kettle of grease, rinse out, fill with water.
Return to fryer, bring fryer temperature up to
350F slowly. Add approximately one-half box
baking soda (small household size box). Boil 3 5 minutes. Let cool. Empty. Rinse. Dry.
Flat Grill
1. With grill at 350F, use a grill brick (an
abrasive block made for this purpose) to
clean the flat grill. Rub the grill brick across
the grill in the direction of the polish lines
(grain) of the grill.
2. When all carbonized food and oil have been
removed from the grill with the grill brick,
particular attention must be given to the
corners, edges, etc.) use the flat scraper to
scrape all debris into the grease trough.
3. Using a damp towel, remove all traces of the
carbonized material which have been
loosened from the grill surface by the grill
brick.
4. Wipe over entire grill surface with an oiled
towel.
5. Using the grill screen, go over the entire
grill surface, removing any debris left by the
grill brick and polishing the grill surfaces.

6. Using a damp towel, thoroughly clean the
grill. Make certain that all traces of
carbonized material are removed. (Any
traces which are left will adhere to food
being cooked when the grill is returned to
service).
7. Spread a very thin coat of oil over the
surface of the grill and allow it to sit a few
minutes. This will re-season the grill.
8. Do not cook on the grill until the following
steps have been taken:
a. Remove the grease catch pan and empty
into the grease drum located outside.
Never empty the grease pan into a drain
line or into the trash can.
b. Thoroughly clean grease pan. This
should be done in the pot sink.
c. Dry the grease pan thoroughly and
replace.
9. Grill is now ready to return to service.
As a utility person you will be responsible for
the cleanliness and maintenance of all filters
and fixtures. The following procedures will
assist you:
Light Fixtures
Before cleaning electrical fixtures, turn the
lights off and allow them to cool while you
assemble the cleaning supplies.
Handle all fixtures carefully. Make sure all
fixtures are firmly resting in their opening when
reassembling them.
Be certain to clean all of the fixtures; for
example, the chains of the hanging lights. Use
glass cleaning solution on all parts except bulbs,
which must be cleaned with a dry cloth only.
Moisture against a hot or warm bulb can shatter
it.
Steps:
1. Turn off the lights to be cleaned.
2. Assemble cleaning supplies.
3. Secure a well-balanced.
130
4. Take the fixture apart if necessary.

5. Clean inner and outer surfaces with glass
cleaning solution and a soft cloth. Remove
stubborn deposits with a little detergent
solution on a cloth, then reapply glass
cleaning solution.
131
6.
7.
8.
9.
Dry with a clean, dry cloth.

Wipe the light bulb with a dry cloth only.
Reassemble the fixtures.
Put away the ladder and cleaning supplies.
Lights over Equipment Line

1. Grasp edge of light fixture carefully and
gently pull fixture down and away from the
ceiling surface. Handle fixture with car.
Glass will fall out of the holder if not
handled carefully.
2. Clean glass and holder with glass cleaner
and soft cloth. Clean both inner and outer
surfaces.
3. Dry with clean dry cloth. Make certain that
all streaks and smears are removed.
4. Return fixture to proper place, handling with
care. Make certain that fixture is firmly reset
in opening.
5. Clean each light fixture in the same manner.
Hanging Lamps
1. Wipe light bulbs with soft dry cloth only.
2. Clean chain with soft cloth and glass
cleaner.
3. Clean any outer surfaces with glass cleaner
and soft cloth.
4. Make certain that all surfaces have been
thoroughly cleaned.
Cleaning Filters, Traps, and Drains
Traps and filters separate solid particles or
impurities from liquids or gases so that systems
remain unclogged.
They must be cleaned regularly to function
efficiently.
Filters, traps and drains are located on
refrigerators, freezers, beverage dispensers, ice
cream freezers, ice machines, microwave ovens,
grill hoods, dishwashers, and sinks. The same
steps are required to clean all filters, drains and
traps.
N.B. If filters are washed in the dish washing
machine, they must be the last item washed, and
the machine thoroughly cleaned.

Filters and Traps
1. Remove filters from frames.
2. Vacuum, brush or shake deposits from the
filters.
3. Wash filters in hot water and detergent, or
the dishwasher.
4. Rinse, drain and dry them.
5. Replace the filters.
Drains
1. Flush drains with hot water at least once
each shift.
2. If necessary, the manager will oversee you
cleaning the drains with a chemical solution.
Cleaning Stainless Steel and Chrome Surfaces
Clean stainless steel surfaces using the following
steps. The surfaces are generally permanent
fixtures or are non-immersable appliances which
must be washed in place. Do not allow water to
enter electric motor housings, heating elements
or electrical connections. Sometimes equipment
can be taken apart and immersed in hot, soapy
solutions for cleaning. Do not soak any sharp
items.
Make sure that no cleaning solution splatters or
drips into the food.
Steps:
1. Wipe off loose deposits with a damp cloth.
Do not use any abrasive pads or cleansers.
2. Scrub with hot water and detergent.
3. Remove stubborn deposits with a plastic
scrubber.
4. Rinse with clean water, and polish with a
dry soft cloth.
Booths, Tables and Chairs, etc.
1. Clean all surfaces thoroughly with soft
damp cloth. Dry thoroughly.
2. Clean in the following order:
132
a. Top of centre divider.

b. Booth backs, then seats. Extra care must
be taken to make certain all debris is
removed from between the booth back
and seat.
c. Wall ledge at back of booth (next to
wall) (or window sill).
d. Table top.
e. Table edges.
133
f. Underside of table.
g. All outer wood edgings of booth seats
and backs.
h. Follow same procedure in cleaning freestanding tables and chairs. Ensure that
chair rungs and legs are clean.
Removing Trash
All trash cans in the entire restaurant area must
be emptied at the end of your shift, and as
needed. Never leave trash in the restaurant
overnight.
Plastic liners should be utilized in all trash cans.
Make certain there are proper sizes for each
trash can.
allows the oldest stock to be used first.

2. Frozen items are also dated and stored in the
walk-in freezer in the same fashion.
3. Food should never be stored in tin cans.
4. Refrigerated and frozen foods must always
be covered.
5. Spoons, scoops, ladles, etc. must never be
left in stored food.
6. Food spoils and becomes dangerously
infected with bacteria when the temperature
of the food is between 41F and 140F. This
is known as the danger zone.
7. Never place cases or crates in the floor of
the cooler or freezer. All food must be at
least 6 from the floor.
Filling Ice Chest
Steps:
1. When trash needs to be emptied, take a hold
of the trash can liner at the top. Lift up
slightly, and shake the trash down. Set the
bag back down.
2. Tie the bag at the top, using opposite corners
of the top of the bag.
3. Remove from trash can and carry to
dumpster.
4. Clean trash can as described below.
5. Allow trash can to dry, and place a liner
inside, folding the top over the top of the
trash can.
The ice chest must remain filled at all times.

When the ice chest gets low, bring ice from the
ice machine in a stainless steel bucket which is
used only for this purpose. Always use the ice
scoop to transfer the ice. Do not use plastic
containers because they can harbour bacteria
that can contaminate the ice.
Steps:
1. Scoop ice from the ice machine into a
stainless steel bucket with an ice scoop.
2. Place ice in the ice bin. Make sure the bin is
covered.
Washing Trash Cans

Servicing the Soft Drink Dispenser
Rinse cans with hot water from the faucet at the
can wash area. Because liners are used, the cans
are usually not dirty. If cans are dirty, use
detergent solution to clean them. After rinsing or
washing the can, pour out excess water. Dry the
cans, then put in a clean liner.
Storage
As a utility person you should be aware of
proper food storage requirements as you may be
required to assist in stock storage.
1. Dry goods are marked with the current date
and stored on the back end of the shelf. This
One employee is usually assigned to check the

syrup tanks and CO2 tank at least once daily.
But a tank may become empty any time, and
must be replaced immediately.
If you think a tank is low or empty, check the
tank levels. The tanks are usually located in a
storage area. If the soft drink consistency
changes, suspect a low or empty tank.
Syrup Tanks
Shake the syrup tank. If it is empty, disconnect it
and replace it with a full tank. The line can be
134
disconnected by hand.
After the full tank is hooked up, bleed the lines
by dispensing the beverage until its consistency
is normal. Colour will often indicate a proper
mix. Taste the beverage if you are in doubt.
135
CO2 Tanks - Employees under the age of 18

should not change CO2 tanks.
CO2 (carbon dioxide) provides fizz to soft
drinks. Beverages will taste flat if the CO2 tank
is low or empty.
Changing the CO2 tank requires more care than
changing syrup tanks because the gas is under
pressure. Fittings and couplings are made to
withstand heavy pressure. Always be sure that
the tank is secured in position and cant fall
over. Be careful not to drop full and empty
tanks. The tanks should always have a chain
secured around them to prevent accidental
tipping.
Full cylinders have been known to fall over,
breaking the valve, and the escaping gas has
propelled them like a rocket several hundred
yards. These tanks can be extremely dangerous.
Always close the valve before changing a tank.
Watch the pressure gauge to be sure it moves to
zero when the valve is closed.
e. Store the empty tank.

f. Press the dispensing lever and allow the
beverage to flow until it reaches its
normal consistency.
3. Check the gauge on the CO2 tank to
determine status.
4. If the CO2 tank is empty, change it.
a. Close the tank valve.
b. Disconnect the hose using a wrench.
N.B. Do not drop or damage the valve
c. Connect the line to a full CO2 tank.
d. Make sure a chain is connected around
the tanks to prevent them from falling
down.
e. Turn the tank valve slowly until it is full
open.
f. Check the line for leaks.
g. Check the pressure gauge to make sure
the pressure is correct.
h. Store the empty CO2 tank. Do not drop
it in any way.
i. Build up line pressure by pressing the
soda button on each dispenser.
After the valve is closed, use a wrench to

disconnect the hose. When the new tank is
securely in place, connect the line. Then slowly
open the valve. Check for leaks, which are
usually indicated by a hissing sound. A tank may
be leaking when pressure will not increase.
Filling the Milk Dispenser
Close the valve and check the connecting line.

Often the washer in the coupling will be missing
or will be set improperly. Tighten or replace the
washer, reconnect the line, and open the valve
again. If the leak persists, turn the valve off and
contact your soft drink dealer. The dealer will
come and fix the line.
Before changing the sack, make sure it is really

empty. Sometimes milk gets caught in folds and
the flow is pinched off. Lift the plastic sack and
let any milk flow downward.
If allowed by health regulations, your restaurant

will have a milk dispenser. It must always be
clean and working. Clean and fill the milk
dispenser at the same time.
If the sack is empty, change it according to the

steps outlined below. Save the hard plastic
holder, because it is returnable.
Steps:
Steps:
1. Check the status of the syrup tanks.
2. If a tank is empty, change it:
a. Disconnect the empty can.
b. Remove the empty tank from the rack.
c. Place a full tank on the rack and secure
the tank in position.
d. Connect the lines to the full tank.
1. Make sure the thermometer needle is in the

green zone.
2. Lift the plastic sack to make sure no milk is
left.
3. If the sack is empty, pinch off the dispensing
hose above the dispensing handle.
136
4.
5.
6.
7.
8.
Remove the hard plastic holder and sack.

Store the holder and discard the sack.
Clean the inside of the dispenser.
Clean the dispenser handle.
Get a full container of milk from the walk-in
refrigerator.
9. Place the container in the dispenser with the
hose facing the front at the bottom.
137
10. Thread the hose through the handle and

replace the handle.
11. Close the handle and cut the hose at the angle
and length specified by local health laws.
The Cappuccino Machine
The Cappuccino machine has undergone
numerous repairs, partly as a result of a lack of
regular maintenance. Following these guidelines
should ensure proper function and the quality
product it was designed for.
Morning Staff
Daily Flushing of Filters
1. Remove filter from one of the coffee holders
and replace it with the blank filter (the one
without the holes).
2. Screw it in as usual as if you were making a
coffee. Hit the manual on and off function
on the touch-pad 10 times in a row. This will
flush any oils and coffee residues left in and
around the filter.
3. Unscrew the holder. Rinse it out and repeat
this procedure with the other dispenser.
this several times until soap has dissolved

fully. Remove and rinse holder. Repeat for
other dispenser. Flush both dispensers
several times with no holder in place to
remove any soap residue. This procedure
should be done once a week.
Day Staff
Weekly Draining and Refilling of Boiler
1. Turn bottom right knob to 0.
2. Turn on hot water dispenser on left side and
let the water run until the reservoir is empty.
Turn knob to 1 to refill tank. Check water
level gauge to confirm it is full.
3. Turn knob to 2 to heat water reservoir to
working temperature, about 20 minutes.
This procedure should be done once a week.
Leave handles in place in dispensers when not in
use. This helps to keep washers in dispensers
from drying out.
Day and Night Staff

Bleeding the Steamers
1. Before using the steamer to heat milk, turn it
on for a second to blow out the water in the
line.
2. After steaming the milk, turn it on again to
blow out any milk left in the steamer tube. If
this is not done after each use, residual milk
left in the tube will eventually end up in the
water reservoir, turn sour and affect the
flavour of every cup you make.
Day Staff
Weekly Cleaning with Special Detergent
1. Replace filter in handle with blank. Add one
spoonful of Euro Milan Coffee Detergent
and screw into dispenser. Press single cup on
the touch pad and wait until it cycles. Repeat
138
Appendix VI:
sharpened. Never place knives or other

sharp tools in a drawer.
Safety Guidelines
Note: It is extremely important that you read
the Health and Safety Manual and the Fire
Safety Plan in your Staff Manual. The
material contained below is a supplement.
Safety
Safety should be foremost in every employees
mind at all times. Proper procedures should be
enforced, in order to minimize the danger of
accidents. If you are under 18 years of age, you
are forbidden to operate any of the following:
a. Operating or cleaning the slicer.
b. Operating or straining the deep fat fryer.
c. Changing CO2 tanks.
Below are some recommendations for restaurant
operations which will aid in safer conditions.
1.
2.
3.
4.
5.
6.
Before moving containers of hot liquids, be

sure you have a clear, solid place to put
them. Also be sure that you have a clear
passageway, to eliminate the possibility of
bumping into someone.
Do not allow handles of any cooking
utensils to protrude over the edge of the
cooking area. Turn them sideways to avoid
having them accidentally struck by
someone and causing burns from the
spillage of the hot contents.
Take care in stacking canned and boxed
foods, so they will not fall. Place the larger
and heavier objects in the lower sections of
shelves and bins.
Swinging doors should be opened slowly,
and personnel should always take care
when using the swinging door.
No employee will be allowed to operate
any mechanical, electrical, or gas forced
equipment until he/she has bee instructed in
its use, and authorized to operate it by the
manager.
Tools such as knives and other sharp
utensils must be kept in a rack when not in
use. These tools must be kept well
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
Safety guards provided on machinery must

always be in place on the machinery. When
a safety guard is removed for the purpose
of making repairs or cleaning, replace it
before the equipment is again put into
operation.
Kitchen floors must be checked constantly
for areas where the floor is slick, and where
slipping could occur. A slick or hazardous
floor condition must be corrected and/or
reported to your supervisor.
All storage facilities for food stuffs, etc.,
must be checked frequently to insure good
housekeeping.
All kitchen and restaurant personnel are
required to wear low heeled shoes with
non-skid soles.
Employees must be instructed to report any
faulty switches, frayed electrical cords, or
any machinery which is defective in any
way. (This may be apparent only by the
noise which the machine makes.)
Do not turn on water inlet valves and leave
the area while they are on. They must be
turned off before leaving the area, even if
leaving only for a moment.
Watch for wet slippery floors. Do not walk in
an area which has just been mopped, until it
has dried. Stand by and direct other personnel
and guests away from the wet area.
Any spillage must be cleaned up
immediately.
Keep glassware away from ice bins, use ice
scoop. Avoid using glassware in the
preparation of food.
Rest rooms must be given constant
housekeeping and maintenance checks.
All public aisles and floor space must have
continuous housekeeping.
Dishes must be placed securely in bus tubs
so they will not slip or fall while the bus
tub is being carried to the dishwasher.
When mats or runners are used on the floor
during inclement weather, insure that they
lie flat on the floor and are free from loops.
Do not use cardboard or collapsed cartons
on the floor.
139
20. Constantly monitor dishwasher

temperatures and dish, utensil, and
cookware appearance to ensure proper
sanitation.
140
Hand Washing and Gloving for Food

Protection
The effectiveness of hand washing in preventing
the contamination of foods, by the hands of
workers, is well established. Even in the medical
field, hand washing has been universally
accepted since 1847 as a means of reducing the
movement of bacteria from one patient to
another. Present regulations in the food industry
require hand washing and good personal
hygiene, along with the use of tongs and other
utensils to prevent the transfer of dangerous
germs to food. However, studies have shown
that in general compliance to proper handwashing and gloving procedures is poor!
In the food industry the value of gloving is
assumed, but has not been scientifically proven.
Is the use of latex gloves an adequate barrier
to prevent food contamination? Unless correct
hand washing steps are followed, together with
proper gloving procedures, the use of gloves
may actually increase the risk of bacterial being
added to the things we eat.
Because gloves become contaminated when they
are put on, the use of gloves alone, without hand
washing, does not protect the food from being
contaminated by the food service worker. Hand
washing is safer than gloving. But if gloves are
going to be used, hand must be washed first.
When these points are not followed, the

probability of food contamination is increased.
The use of gloves may be visually pleasing to
your guest but it can just as easily lead to a
costly food poisoning if proper procedures are
not followed. Hand washing is your best defense
in stopping germ transfer to the food you serve.
The public will notice you carrying out this good
personal hygiene practice too. Its actually more
economical AND safer.
How Do You Know When A Food Has Been
Cooked To A Safe Temperature?
Use a probe thermometer to insure that adequate
temperatures have been reached.
Safe internal cooking temperatures are:
For all poultry/stuffing: 74C
Other ground meats: 68C
Pork (other than ground meat): 66C
Other hazardous foods: 60C
How do you know the thermometer is
registering the correct temperature?
Calibrate the thermometer from time to time
especially after it has been dropped.
Guidelines That Should Be Followed

If latex gloves are used in food handling, these
guidelines should be carefully followed by food
service personnel.
1. Gloves should be used as an addition to, not
a substitute for, hand washing.
2. Disposable gloves should be used only once
and never be washed for reuse.
3. Gloves should be changed after completing
each individual food preparation task.
4. In the service area, new gloves must be used
for each client. Remember to wash the
hands every time before putting on the
gloves!
141
Appendix VII:
Catering Glossary
Booster Seat. A small chair-like seat which sits
on a chair or in a booth, to bring small children
up to table level.
Bus Tub. A rectangular hard plastic container,
generally used for holding used dishes,
silverware, glassware etc.
beverages, and which releases them into a

container by pressing or pulling a lever or
button.
Entree. The main course of a meal.
Filter. Paper or other material used to strain
(filter) liquids or air to remove foreign
substances.
Char-Broiler. Equipment used to cook foods by

direct (flame) heat.
Filter Basket. A removable basket, with a

handle. A coffee filter and ground coffee are
placed in it and it is placed in the coffee maker
prior to brewing the coffee.
CO2 Tanks. Metal tanks containing carbon

dioxide, connected to the soft drink dispensing
system, which gives soft drinks their
carbonation (fizz).
Flat Grill. A flat, heated, metal surface on which

foods are cooked.
Cold Cups. Paper or plastic cups or glasses used

for holding cold drinks for take-out orders.
Garnish. An item used to make a food serving

more attractive, such as parsley, orange slice,
etc.
Concentrate. A liquid or powder which must be

diluted according to directions to reach the
correct strength.
Gasket. A rubber edging for doors, drawers,

etc., which limits the exchange of air between
the interior and exterior.
Condensation Pans. Pans located in

refrigeration units which collect and hold
moisture which accumulates when cold and
warm air mingle.
Grill Brick. A brick-shaped block of cleaning

materials, used to remove carbon deposits from
the flat grill.
Condiments. Flavourings, sauces, etc. which

accompany foods, i.e., mustard, catsup, jelly,
crackers, tartar sauce, etc.
Cooks Station. The area in which the person
cooking works: char-broiler, flat grill, twoburner stove, sandwich unit, toasters, waffle
irons, meat drawers, etc.
Grill Scraper. A spatula shaped utensil, used for

scraping carbon deposits from the flat grill.
Guest Check. The printed form on which guests
food orders are written, and the amount of the
purchases recorded for presentation to the cashier.
Guest Check Book. A specified number of
guest checks, sequentially numbered.
Cutting Board. A board placed on the cooks

station or used in the prep area to place foods
which must be cut.
High Chair. A small chair on tall legs, with a

tray attached, for holding infants and small
children for feeding.
Deep Fryer. Equipment which holds a large

amount of cooking oil into which foods are
immersed for cooking.
Holding Tank. A tank located in dispensing

machines which holds the product or concentrate
which the machine dispenses.
Dispenser. A machine which holds foods or
Ice Chest. A container located in the counter
142
which holds ice.

Ice Machine. A large freezing machine, which
makes and holds ice.
Ice Scoop. A metal utensil, shovel shaped, used
for handling ice.
Ladle. A cup or bowl shaped utensil, with a long
handle, used for dipping up liquids.
Lettuce Liners. Out leaves of lettuce used to
decoratively line dished such as coleslaw, placed
in bowls or on plates, and other foods placed on
them.
143
Line. (i.e. cooks line) The equipment and foods

necessary for the proper cooking and plating of
foods.
Microwave Oven. A cooking, heating method
using microwaves to cook and or heat.
Mixing. Blending together the ingredients of a
given food item.
Monkey Dish. A small round bowl. May also be
called fruit dish, nappie etc.
Order. The foods and beverages requested by a
guest and written on the guest check.
Overflow Tray. A tray, usually removable,
located at the lower front of a dispensing
machine which catches drippings.
Plastic Utensils. Plastic knives, forks, spoons,
etc., packaged with carry-out order.
Plastic Film, Or Film. A thin clear plastic,
usually found in rolls, used to cover and wrap
foods for storage.
Pot Sink. Sink (s) located in the rear prep area
which are used for washing pots and large
utensils. Usually a series of three or four sinks.
Servers Station. The cabinet, shelf, etc., which

contains those items needed by the server for
completion of guest service: i.e. condiments, bus
tub, booster chair, etc.
Side-Order. A food ordered as an
accompaniment to an entree, such as onion
rings, French fries, etc.
Side Work. Cleaning, stocking, prep work, etc.,
duties which a food server and cook must
perform when not serving guests.
Skimmer. A long handled, perforated spatulalike object, used for removing foreign materials
from a liquid, such as debris from the fryer.
Slicer. Equipment used to cut food into thin
slices.
Soup Station. The area where the soup pots are
located.
Souffl Cups. Small paper cups, usually fluted,
which hold condiments and sauces.
Spatula. A long handled utensil, with a flat,
broad base, used for turning foods.
Syrup Tanks. Cylindrical metal tanks
containing the syrup concentrate which is fed
into the soft drink dispenser.
Residues. Materials which are left when the

bulk of material is gone. Splatters, drips,
crumbs, etc. are residues.
Table Dispensers. Containers for holding sugar

packets, salt and pepper, etc.
Salad Station. The area where all prepared

salad ingredients are kept.
Thawing. To allow a product to change from a

frozen state to an unfrozen state.
Scale. Equipment used to determine the weight

of a product.
Ticket Bar. A metal bar, with clipping (holding)

action, where guest checks are placed while the
cook prepares the order.
Scrap Sink. A sink located on the used dish table

of the dish washing machine, into which all scraps
left on utensils are scraped prior to the dish being
placed in the dish washing machine dish rack.
To-Go. Orders which will be taken away from

the restaurant to be eaten.
Service Area. The assigned area in which the

food server is designated to serve guests and
attend to side duties.
Traps. Filtering systems which catch foreign

materials.
Underliner. A plate or saucer used under
another dish when it is served.
144
Utensils. A term used to designate such items as

dishes, silverware, pots, etc.
Vendor. The firm from which supplies are
purchased.
Walk-In Freezer/Refrigerator. Large freezing
and refrigerated units into which a person can
walk.
Wedge. A term used to designate a particular cut
of tomato, lemon, etc. Item is cut from stem to
blossom end, and then into the number of
wedges designated.
145
Our Hotel
Our Address, Our City, Our Province, Our Postal Code
Acknowledgement of Receipt of Food & Beverage Manual
I acknowledge that I have received my personal copy of Our Hotel Food & Beverage
Manual. In consideration of my employment with the Hotel, I agree to read, observe,
and abide by the conditions of employment, policies and rules contained in this manual.
I understand this manual is designed for quick reference and general information and
sets forth many but not all of the Hotels policies and guidelines under which the Hotel
operates. I also acknowledge that this manual is not in any way intended as a contract of
employment.
I understand that the policies and procedures described in this manual are for the
purposes of the information only and may be amended or modified by the Hotel at any
time, with or without prior notice.
Employee Signature
Date
Managers Signature
Date
146

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Manual

Policies and Procedures.............................

Food and Beverage Service..

Your Personal Progress Chart........................................

The Kitchen Routine.

Booking the Function................................................

Responsible Service, House Policies.............................

Service Excellence, Hassle Free Guarantee

Food and Beverage, Your First Seven Days

The Task List for Banquet Setup and Service

Knowledge for Banquet Setup and Service:

What Is a Banquet Setup and Service Person?

The Job Breakdowns for Tasks 1 - 4:

The Job Breakdowns for Tasks 5 - 8:

Policies and Procedures

Look directly at the guest when speaking

Remember, I Am Your Guest

Achieving and Maintaining a Gracious, Hospitable Image

Set aside secondary tasks to serve guests.

Courtesy to Departing Guests...

Remember, the legal drinking age is 19.

4. Accidental Spills - If you should spill something on a guest, apologize immediately

16. Departmental Meetings - See Staff Manual

Causes for Personnel Action Reprimand To Dismissal

General Guest Relation Rules

A GUEST is the most important person in our business.

If you open it, close it.

See Staff Manual

See Staff Manual

See Staff Manual

See Staff Manual

See Staff Manual

See Staff Manual

Our Ultimate Goal The Guests Satisfaction

Responding to Guest Complaints

The Guest Complains

7. Do not let anything affect your mood or appearance.

A Complete Description of the Banquet Facility at Your Hotel

Mapping the Banquet and Conference Facility at Your Hotel

Food and Beverage Service

The ability to set a cover.

Restaurant & Banquet Food Service

4. See that the reservation signs are placed on the tables.

What do people hear?

How to take reservations (follow the reservation sheet)

freshly prepared; appetizers from $5$8

How to Take a Reservation

Ask the day and date required.

How to Seat a Guest

Lunch and Dinner

Taking the Order

Serve hot foods hot, cold foods cold.

Pass food from the left, if possible.

view of the guest.

Dining Room Appearance

Thanking the Guest

The Essentials of Food Service

Refill coffee, hot water and water.