Non alcoholic Beverages

Non-alcoholic beverages can be divided into many varieties for example: Mineral Water, Hot,
cold, Aerated / carbonated, non-alcoholic beers like Root beer, soft drinks, mock-tail etc. These
beverages hydrate; some provide important nutrients and vitamins the body needs. Others
energize, provide required sugar and calories. Other uses of Non-alcoholic beverage in hotels are
for the use of making cocktails and mocktails, as they stimulate the plate & act as an aperitif.
They are found in different forms like in packet, bottle, canned, pressured container etc. some
example of beverages are e.g. aerated waters, mineral water, juices, squashes, syrups, tonic, soda,
pepsi, coke, root beer etc.

Serving Tea & Coffee to Guests - Service Standards

 All hot beverages must be of the best quality and to be served at the right temperature.
 A choice of brown, white and sugar substitute should be given.
 Tea should be served with loose leaves (unless tea bag is requested, except herbal tea).
  The server should ask the guest if he / she wants the tea with strong or weak or medium
taste.
 Iced coffee and iced tea must be served cold, and hot coffee and tea must be served hot.
 Skimmed milk/ cream is should be available upon request.
 Coffee, tea, cappuccino, espresso, café latte must be served in its respective cup.
 Brown sugar/coffee crystal for all kinds of coffee, white sugar for teas.
 Sugar substitute should also be available.
 Cappuccino must be served with foam above the top of the cup.
 All cups/ glasses must be clean with no marks, chips or lipstick.

Equipment's required for Tea and Coffee Service:

For Tea service:

 Tea cup and saucer

 Tea strainer and spoon
 Tea pot, hot water jug,
 Hot milk jug
 Sugar substitute.

For Coffee service:

 Coffee cup and saucer

 Coffee spoon
 Hot milk jug
 Sugar substitute.

Tea Coffee Service Procedures:

 Heat up the milk and put in a milk jug (cold milk for Ice coffee or tea).
 Prepare sugar bowl, milk jug, teaspoons and coffee/tea saucers OR Straw, Stirrer, Sugar
Syrup on a tray.
 Brew coffee or tea / Pour coffee or Tea into a full glass of ice in long glass (For Ice Tea
or Coffee).
 Place the sugar bowl / milk jug / sugar in the middle of guest table. (From the right side
of the guest)
 Always serve hot coffee and tea with cookie.
 The cup handle must face towards to right hand side and tea spoon must place at right
sides corner.
 Announce the item name when serving the guest. “Mr. X, this is your Cappuccino.”
 Leave by saying “Please enjoy your coffee/ tea” and with a friendly smile
 GREETING, SEATING, PRESENTING MENU
Restaurant: Greet the guest according to time of day: Good (evening), madam/sir. A table for
(4)?

Restaurant: Do you have a table reservation?

Guest: No reservation

Restaurant: That’s all right. May I have your name, please?

Guest: Amal John

Restaurant: Would you prefer the smoking or non-smoking area, (Mr. John)?

Guest: non-smoking

Restaurant: This way please. (Take the guest to a table. Converse with the guests as you walk.)

Restaurant: Is this table fine?

Guest: Yes!

Restaurant: Please allow me (when pulling back a chair for the guest or when presenting a
napkin).

(SITUATION-2, Guest: Have a reservation)

Restaurant: May I have your name, please? (How do you spell that, please?)

Guest: Amal John

Restaurant: This way please, Mr. John. (Escort the guest to their table. Converse with them as
you walk.)

Restaurant Allow me, Mr. David (when pulling back a chair for the guest or when presenting a
napkin).

*Note: Handling Table Reservation Problems

 In restaurants, all guests should be welcomed at the entrance within 1 minute of

arrival; guests are greeted warmly with good eye-contact.
 Guests are escorted and seated within 2 minute of their arrival, if seats are
available; menus and wine lists (where applicable) are presented immediately at
all meal periods.
Dealing with table reservation problems in Restaurants

When the table is not yet ready

I’m very sorry Mr. Sam, your table is not quite ready. It’ll be ready in about 10 to 15 minutes.
Would you like to have a drink at our lounge bar while waiting?

When the guest's reserved table has been given away

Apologize: I am very sorry, Mr. Sam. We have given away your table by mistake. I am very
sorry.

Request the guest to wait: May we host you a drink at the bar while we solve the problem?

If the the guest agrees to wait at the bar: This way please Mr. Sam

When you arrive at the bar: I hope you will enjoy your drink. I will return when a table is ready.

Try offer the guest to another table:

I apologize for keeping you waiting.

I have arranged another table for you. I think you will like it.

Please come with me, and I’ll show you to your table.
When you arrive at the new table

Is this table fine, Mr. Sam? Or: Is this table suitable for you?

If the guest doesn't like the alternate table:

I can also offer you a table (over there / in that corner, etc).

Would you prefer to sit there?

I’m sorry, but there are no other tables available.

The guest's reserved table has been given away, and no other table is free

Apologize: I am very sorry, Mr. Kelvin. We have given away your table by mistake. If a table
will be free soon I will inform you about it.

Request the guest to wait: Mr. Kelvin, table will be free in about 30 minutes. May I host you a
drink at the bar while you wait?

Escort the guest to the BAR:I hope you will enjoy your drink. I will return when your table is
ready. When you return, take the guest to another table

When the table is ready: I apologize for keeping you waiting, I have arranged another table for
you. I think you will like it. Kindly come with me, and I’ll show you to your table.
If The guest will not wait until a table is ready: Would you like me to arrange a table for you in
the Thai Restaurant instead? Check that there is a table free there if yes then escort the guest to
the restaurant.

PRESENTING THE MENU

 Here’s your menu Sir / Mr. John

 Today we have a special set menu / Chef's Special, May I recommend the Chef's
Special?
 We also have a delicious buffet for you today.
 This is our special (breakfast / afternoon tea) menu.
 I’ll come back in a few minutes to take your order.
 At lunch, menus are presented immediately upon being seated.
 Menus cards should be free of dirt, stains and worn edges.
 At dinner once guest is seated and settled guests are asked if they would like an
aperitif before being presented with the wine list and menu.
 Table settings should adjusted to the number of guests at the table.

TAKING FOOD ORDER

 Servers should offer the guests a beverage at all meal periods on the first approach to the
table.
 At breakfast, server offers orange juice, at lunch server offers bottled water and at dinner
server offers wine.
 At dinner, bottled water is offered to the table before leaving with the main course orders.
 All servers should be trained so that they are knowledgeable of and able to explain the
entire menu and also are capable to make recommendations to guests.
1) After welcoming and seating the guests return to the table to take the order. Ask, would
you like to have the buffet or a la carte?
2) In case the guest opts for Buffet then inform guest to start serving themself from the
buffet. "Please start serving yourself from the buffet, when you’re ready."
3) In Case guest opts for A la carte then ask the host, "Would you like to place your order
now?"
If the guest is not ready to place the order, "I’m sorry, Mr. Wilson (Try to use guest name
at all times). I will come back for your order when you’re ready to order." In case the
guest calls you first to place the order, respond with: Yes, Mr. Wilson / Certainly, Mr.
Wilson. What would you like to start with?
4) Ask for more information from the guest. What would you like to start with Mr. Wilson?
And to follow? And for you, (Mrs. Wilson)?
5) Provide Options :
 Would you prefer with cheese or without cheese?
 How would you like your (name of meat) cooked?
 What kind of (bread / sauce) would you like?
6) Explain different portion sizes to the guests and assist with menu selection. This set
(lunch / dinner) is for a minimum of (2) people.
This Large Pizza is enough for (3) people.
7) Explaining dishes, method of cooking and degree of flavor to the guests:
Methods of cooking: Pan fried / Stir Fried / Deep Fried, Boiled / smoked / poached /
Steamed for Example
 "Pork Shoulder is braised with Apples and then served with Cheesy Grits."
 "It's Marinated in Garlic, Lemon, Oregano and comes with Greek Salad."
8) Degree of flavour: Quite (mild) / Extra (spicy) / Very (hot), Rich / Creamy / Sweet /
Thick / Sour
 "It's a Rich and Creamy Tomato Basil Soup"
 "The Chicken Curry is extra spicy"
 "It’s a kind of (fish soup)."
 "It is stuffed chicken with spinach and feta"
9) Finding out what a guest likes and making suggestions and recommendations
accordingly:
 Would you care for something (light / spicy / mild)?
 Would you prefer a snack or a meal ?
 May I suggest our speciality of the day? Today we’re featuring (Roast lamb
studded with rosemary & garlic).
 Our Chef’s speciality today is (Pomegranate Chicken).
10) Saying something positive about the food:
 It's very popular / It's delicious / It's very tasty. I’m sure you will enjoy it.
 "May I recommend the 'Chicken Hot and Sour Soup'? It's a (spicy sweet and sour
soup with Chinese fungi and Chicken). It’s very tasty."
 "Perhaps you'd like to try the Chicken Tikka. It's small pieces of boneless chicken
baked using skewers in a clay oven and It's very popular."
11) Mention the food preparation time and finishing order-process.
 It takes about (25) minutes to prepare this dish.
 Breakfast course is delivered within 10 minutes of ordering.
 Lunch course is delivered within 12 minutes of ordering.
 Dinner main course is delivered within 20 minutes of ordering.
12) Finishing the order-taking process:
 May I repeat your order?
  Is there anything else I can bring you?

Table service Tips for Restaurants and Coffee shops

1) While Serving the food to guest mention the item clearly to the guest.
 Here is your Pomegranate Chicken Mr. David
 This is your Chicken Hot and Sour Soup, Mrs. Turner.
 Here is the sauce to go with your Snapper Fish.
2) Always responding to guest requests promptly. When the guest asks for something
you can provide
 Certainly, Mr. David. Right away.
3) When there is a delay to attend to the guest request
 I’m sorry to have kept you waiting, Mr. David. Here is your extra sauce.
 Is there anything else I can bring you?
4) When you cannot provide something:
 I’m sorry, Mr. David, we have just run out of French Fries, but I can bring you
Potato wedges. Would that be suitable?
 I’m very sorry, Mrs. Turner. We have sold all the special Veg. Burgers.
5) When you are not sure, if you can provide something:
 Just a moment, please, Mr. David. I’ll find out for you.
 I’m afraid I’m not sure, but I’ll ask right away.
6) Checking guest satisfaction about the meal and dining experience.

During the meal

 How is your Pomegranate Chicken Mr. David?

 Is everything to your satisfaction?

If the guest praises about the food or the restaurant

 Thank you very much, Mr. David.
 I’m glad you liked the food.
 I will pass on this complements to our chef.
 Thank you. I am very happy to know that you like it here, Mr. David.

If the guest praises about your service

 Thank you, Mr. David
 It's my pleasure.

After the meal

  How was your meal, Mr. David?
 Did you enjoy your meal?
 I do hope that everything was satisfactory.
7) Clearing the table
 All glasses, dishes and flatware are cleared as courses are finished by all
guests. Empty glassware should be removed before new beverage is served.
Ashtrays are changed prior to each course and additionally as required.
 Is this finished, Mr. David? (Elegantly point to the glass, bottle or dish.) May I
clear your (plates / glasses / dessert spoon)?