LO# 1 welcome and greet

guests
Information Sheet 2.1-1
Welcoming The Guests
Introduction

It’s often said that first impressions are the last impressions. That’s why
it’s vital to make sure that your establishment offers excellent customer
service. Indeed, the provision of a warm welcome and ongoing attentiveness
can be one of the things that sets you apart from the competition, ultimately
helping to drive loyalty with customers. 

That’s why when guests choose to dine at your restaurant the welcome is
important. The way they receive this welcome will set the tone for the rest of
the dining experience. Your host needs to make guests feel welcome in their
initial interaction, and it needs to continue throughout the whole experience.
The reputation of your venue could depend on it.
We’ve put together some tips to make sure you, and your staff, are welcoming
and greeting guests in your restaurant in the best way possible. 

Show a genuine interest

The host charged with greeting guests should always do so with a warm
and welcoming attitude. Since this is the initial rapport with your customers,
it’s crucial that it is done so in a genuine and polite manner.  
Establish a standard type of greeting that your restaurant hosts can use, and
make sure that they are asking about your customers’ needs, while expressing
real concern for any special requests.  
Hosts need to make guests feel comfortable, and also offer extra assistance to
any disabled or elderly guests, like seating them closer to the doorways. And
always remember to smile. 

Strategically seat guests 

To reduce frustration and wait times, pre-plan the seating arrangements
ahead of time. This preparation will ensure that your guest’s reservations are
all honored correctly and allow for better management of walk-ins at your
restaurant.  
Common sense is usually the best tool to help determine where to seat guests.
Tables will need to be allocated according to the party size or the number of
guests and the host will need to be strategic in placement of the tables.  
Couples may prefer a corner or niche area to enjoy a more romantic experience;
and larger, noisier parties would be better suited to private dining spaces or in
the back to avoid other guests feeling discomfort. Some guests may request
certain seating areas, and if the situation permits, it is always best to try to
accommodate such requests. In fact, 65% of diners say that having their
seating preferences satisfied makes them more likely to return. 

Provide accurate wait times

To avoid impacting the customer's dining experience, it is important that
the host provides true and accurate wait times. Most guests will be more
accepting of a wait at a restaurant if they are pre-advised with an accurate
forecast. 
Although honesty with wait times can lead to a higher chance of guest
abandonment, customers will certainly appreciate the information.  

Keep calm and positive 

The hospitality industry can be tough, but it’s important to remember
that no matter what happens, hosts need to keep calm and be positive. A
positive attitude will help improve even the worst situation.  
Providing the best experience possible for guests is the most important factor.
So, if the guest has a complaint about food or some other issue, handling it
with a calm and positive attitude can make all the difference to the customer
service experience.  

Provide menus 
It’s also best practice to provide guests with the drinks and food menus
when seating them.  This gives the customers time to look at the menu while
waiting for the server to arrive and complete orders.  
As an additional bonus, have your hosts take initial drinks orders, or at least
bring water to the table for those thirsty diners. This can make customers feel
extremely welcome and comfortable.  

Act with kindness even when busy

One of the hardest elements to manage is responding promptly during
busy times. Hosts and servers will be juggling many different tasks during
busy periods. However, these are the times when it is most important to greet
and respond to guests promptly.  
Even though it’s hard to provide the same level of service compared to quiet
times, it’s important to still take the time to greet and serve customers to that
same standard.  
When restaurants are busy, it’s also possible that customers have been a little
neglected by servers. So if they flag you down, always acknowledge and
respond with kindness and understanding. 

Examples of what to say when greeting guests

Even though this task will generally be the job of the hosts, it’s also
important that every employee is trained to greet guests as well.
Developing a general phrase that can be used as a standard welcome is ideal.
For example: “Good Morning/Afternoon/evening, welcome to XYZ (Restaurant
Name)"
Ask about reservations and any special requirements

 Politely ask “Do you have any reservations?” to ensure you know whether
to look for them or find a table
 If they do have a booking, follow up with “Can I please have your name?”
 After checking the reservation, repeat the details back to them
“Absolutely (address by name if appropriate). You have a table booked for
(Number of guests).  
 If they don’t have a reservation, ask the diner “How many will be dining
this evening?” and if you do have space ask if they have any preferences. 
 With space established, ask about any special requirements.  Is there a
child in the group and will you be needing a high chair, are there strict
dietary requirements?

Lead Guests to their table
When seating the guests, it’s important for the host to maintain eye
contact, and continue smiling in the same friendly manner. To avoid any
confusion, have the host lead the way to the table and be careful not to walk
too fast.  
Additionally, when you reach the table, check with the guests that this area is
right for them, giving them the opportunity to confirm their expectations. 

After seating the guests

Once the guests are seated, implement the above tips. Provide the guests
with the menus and offer to take a drinks order.  
Before the host leaves, ask if there is anything else they need and wish the
guests a pleasant evening. At this point, a service staff member will take over
and complete the next steps.  

Greeting guest upon arrival

Hostess / Maitre D’:

 Welcome the guest(s).
 When guests arrive, welcome them with the local greeting.

Appropriate greetings:

Address them with the appropriate greeting for the time of, as follows:

00.00 – 11.59 - “Good morning” 

12.00 – 17.59 - “Good afternoon”   

18.00 – 23.59  - “Good evening”           

 Use the guest’s name, when to know.

 Try to call the guest by her/his name: e.g., “Good morning Mr. David,
how are you?”.
 Check for any reservation.
 Politely ask if they have a reservation. If yes, ask for the guest’s name
and guide her/him to the reserved table.
 If no, ask if the guest requires a non-smoking table/smoking
table/window table.
 Guide the guest to her/his table.
 Do not walk too fast when showing the way to the guest. Say to the
guest: “This way, Madam/Sir” with palms open.
 Pull the chair out (ladies first).
 Pull the chair out to ease access to the table and push the chair back
when the guest is sitting.
 The hostess leaves the table by saying to the guest; “Enjoy your meal,
Madam/Sir/Ladies and Gentlemen”.

Waitress / Waiter:

 Welcome the guest(s) with a smile.

 When the guest has been seated by the hostess, approach the table and
welcome her/him with a smile.
 Greet guests as soon as they are seated.
 Introduce yourself by name. Eg: Welcome to (Name of the
property/restaurant). I’ am James, your Waiter / Cocktail server etc.
 Tell guests about the specials.

Training Summary questions:

Q1. What is the appropriate greeting for the time?    

Q2. How to walk when showing the way to the guest?         

Q3. How to ask the guest for any reservation?

Q4. How should the Hostess leave the table after leaving the guest?

Q5. How to introduce yourself to the guest?

Greeting, Seating, Presenting Menu to Guest at Restaurant

Greet the guest according to time of day:

Good (evening), madam. Good (evening), sir. A table for (4)?

Do you have a table reservation?

No reservation:

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

 Would you prefer the smoking or non-smoking area, (Mr. David)? 
 This way please. (Take the guest to a table. Converse with the guests as
you walk.)
 Is this table fine?
 Allow me (when pulling back a chair for the guest or when presenting a
napkin).

Has a reservation:

 May I have your name, please? (How do you spell that, please?)
 This way please, Mr David. (Escort the guest to their table. Converse with
them as you walk.)
 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.

Presenting the menu

 Here’s your menu Sir / Mr. David

 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 adjust to the
number of guests at the table.
https://setupmyhotel.com/train-my-hotel-staff/f-and-b/356-greet-present-
menu.html

https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/f-
and-b-service-sop/212-greeting-guest.html

https://www.eposnow.com/us/resources/welcoming-and-greeting-guests-in-
a-restaurant-a-how-to-guide/
 JOB SHEET #2.1-1
TITLE: WELCOMING THE GUESTS
Purpose: To roleplay how to welcome and seat guests.
Equipment, Tools and Materials: Restaurant demo setting, other accessories as
needed.
Precautions: Always maintain eye contact with dealing with guests.

Procedures:

A. The class participants are divided into two groups:

1. The guests (3-4 people)

2. The waiters/servicing staff

B. Roleplay the following scenario:

1. The waiter checking the setting to familiarize himself with the setting.

2. The waiter welcoming the guests as they come in.

3. Swap roles.
 SELF-CHECK #2.1-1

1. Why do you need to maintain eye contact when welcoming the guests?

________________________________________________________________

________________________________________________________________

________________________________________________________________

2. What are the standard procedures for welcoming guests?

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________
 ANSWER KEY #1-1

1. Maintaining an eye contact when welcoming guests will make the guests feel

welcome and valued.

2. a. Be familiar with set up of dining room.

b. Find out which tables are reserved for those with reservation.

c. Find out the seating capacity of each table.

d. Approach the guest with a smile.

LO# 2 Seat the guest

Information Sheet 2.2-1

Seat the Guests

ESCORT AND SEAT THE GUEST

 
Seating Etiquette

 Firstly you should arrive at the table before the guest.

 Secondly when you reach the table you should be standing behind the
chair.
 Note. We should seat the ladies first then proceed around the table in a
clockwise motion and seat the host last. In the absence of ladies the
other gentlemen should be seated first and the host last
 Place both hands on the back of the chair and pull out the chair approx.
2.5 feet to      allow the guest room to move into the space provided. 
 Note. Look at the guest and either nod or say the following phase “
Excuse me Sir or Madame “ signalling toward the space. Allow the guest
to move into the space, once the guest has moved, hold the back of the
chair again with both hands. At the same time place you right foot on
the based of the chair and push the chair gently back allowing the guest
time to seat down slowly.
 Note. Proceed around the table clockwise and then seat the other guest. 

SEATING GUESTS WITH NO RESERVATION

If there is no available table, tactfully inform the guests and advise them to
wait at the lounge.
Procedure: Graciously look at the host as you say:
 “I’m sorry sir/ma’am, but we are fully booked at the moment, do you
mind waiting at the lounge and I will call you once a table would be
available.”
  Do not just say “we’re full” as there might be seats that will soon be
vacated.
 Have a waiting lounge for waiting guests to make them comfortable while
waiting.

SEATING GUESTS WITH RESERVATIONS

• If the guest has a reservation, make sure his table is prepared in advance.
Procedure: Tell the hosts:
“We have prepared a nice table for your party,
Mr./Ms. _________. This way please.”

 Avoid asking, “Do you have a reservation?”

This sounds offensive for many guests.

ESCORTING THE GUEST TO THE TABLE

• To lead the guest towards the table, follow the procedures below:
Procedure:

 Walk a little ahead of them escorting. them to their table.

 Endorse them to the captain or waiter. and assist them in getting seated.
(if no waiter is available.)
 JOB SHEET #2.2-1

TITLE: Simulation Exercises: Escorting and Seating Guests

Purpose To perform simulation exercise on welcoming and seating guests.
:
Equipment, Tools and Materials: A restaurant-like set-up (all needed
furniture’s arranged)
All members of the class will have a chance to play the
Precautions: following roles: Guest, Captain, Greeter, Critic.
Each one should play their designated roles.
Resources:
1. Set up the training area to simulate that of a restaurant with a receiving
lounge/area
and a dining area. Divide the class for role playing purposes into;
a. The guests
b. The waiter
2. Study the procedures in this module for escorting and seating guests.
a. For guests without reservation
b. For guests with reservation
3. Roleplay the following scenario:
a. Welcoming guests without reservation and escorting them to
their seats.
b. Welcoming guests with reservation and escorting them to their seats.
4. Swap roles.
 SELF-CHECK #2.2-1
1. Enumerate the necessary procedures in escorting and seating guests
without
reservation.

_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

2. Enumerate the necessary procedures in escorting and seating guests with

reservation.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
 ANSWER KEY #2.2-1

1. For those without reservation

a. When tables are available, take them to the table that can seat them all.
b. When tables are not available, tactfully advise them to wait at the lounge.

2. For those with reservation

a. Lead the guests to their table.
b. Endorse them to the water-in-charge of the table.
https://anyflip.com/skebf/tmsr/basic
 Information sheet 2.3-1
Napkin Etiquette

Placing the Napkin in Your Lap.

Place the napkin in your lap
immediately upon seating. If there is a host
or hostess, wait for him or her to take their
napkin off the table and place it in his or
her lap. (An exception to this rule is buffet-
style meals, where you should unfold your
napkin when you start eating.)

Unfolding the Napkin.

Unfold your napkin in one smooth motion without "snapping" or
"shaking" it open.
The size determines how you unfold a napkin in your lap.

1. Large napkins are unfolded halfway.

2. Smaller napkins are unfolded completely and cover the lap fully.

Don't Tuck the Napkin. Don't tuck a napkin into your collar, between the
buttons of your shirt, or in your belt.
Using the Napkin. Use your napkin frequently during the meal to blot or pat,
not wipe, your lips. Blot your lips before taking a drink of your beverage.
Napkin Rings. If a napkin ring is present, after removing your napkin, place
the ring to the top-left of the setting. At the end of the meal, grasp the napkin
in the center, pull it through the ring, and lay it on the table with the point
facing the center of the table.
Temporarily Leaving the Table.
When leaving the table temporarily, put your napkin on
your chair. If the chair is upholstered, place the napkin
soiled side up.
Placing the Napkin at the End of the Meal. At the
meal's end:
 The napkin is loosely folded at the end of the meal.
 If a plate is in the center of your place setting, when
leaving the table lay the napkin to the left of the
plate.
 If the center of your place setting is empty, the
napkin is laid in the middle of the place setting.
 Leave your napkin in loose folds that keep soiled
parts hidden.
  If after-dinner coffee is served at the table, the napkin remains in the lap.

Self-Check 2.3-1

TRUE or FALSE: Write T if the statement is TRUE and write F if the statement
is FALSE.

1. Place the napkin in your lap immediately upon seating.

2. Tuck a napkin into your collar, between the buttons of your shirt, or in
your belt.
3. If a napkin ring is present, after removing your napkin, place the ring to
the top-left of the setting.
4. Leave your napkin in loose folds that keep soiled parts hidden.
5. If before-dinner coffee is served at the table, the napkin remains in the
lap.
6. If the chair is upholstered, place the napkin soiled side down.
7. Smaller napkins are unfolded completely and cover the lap fully.
8. If a napkin ring is present, after removing your napkin, place the ring to
the top-right of the setting.
9. If there is a host or hostess, wait for him or her to take their napkin off
the table and place it in his or her lap.
10. If a plate is in the center of your place setting, when leaving the
table lay the napkin to the left of the plate.
 Answer Key 2.3-1
1. T
2. F
3. T
4. T
5. F
6. F
7. T
8. F
9. T
10. T
 Information sheet 2.4-1
Water Service
Introduction:

The Food and Beverage service staff in a restaurant needs to follow a

correct sequence of service starting from service of water. The water is served
as soon as the guest is seated; hence we need to follow a systematic sequence
of water service. The service needs to be efficient as delay and inefficient service
may disappoint the guest as a result of which he won’t visit the restaurant
again.

Chilled water or plain water is offered according to the weather

conditions. Cleanliness and hygienic conditions need to be followed while
serving water as we do not want our guests to fall sick. Most guests these days
prefer taking packaged water or mineral water. Before serving, it is necessary
to ask for the preference of the guest if they want mineral/bottled water or
regular water. According to the preference there can be two ways of serving
water.

Equipment required for service of water

 Water Glass
 Waiter’s cloth
 Water Jug or Water Bottle
There are two ways of serving water according to the preference of guest: a.
Service of bottled water b. Service of regular water
1. Service of bottled water

 The order of the bottled water is taken from the guest according to the
choices available
 Take the sealed bottle in a properly folded waiter’s cloth
 The bottle should be presented to the guest with the label of the bottle
facing the guest to confirm the brand that he has ordered
for.
  After confirming, the seal must be opened in front of the guest.
 Pour the water in the glass till an inch below the rim of the glass.
 Place the bottle on the guests’ table if not empty
2. Service of Regular water

 Take the water jug to the guests’ table on a neatly folded waiter’s
cloth.
 Pour the water in the glass till an inch below the rim of the glass.
 Take the jug back to the sideboard

Guidelines to be followed while serving water

 Water is served as soon as the guest is seated

 Turn the glass right side up if placed upside down.
 Do not pour the water till the rim as it can spill on the table or on the
guest
 While serving water, the posture of the service staff should be such
that his right foot is in front to avoid showing back to the guest.
 After pouring the water in the glass, wait for the last drop to fall in
glass or wipe off the last drop with the help of waiter’s cloth from the
spout of jug or mouth of bottle.

Points to remember

 Always check the glass is spotless and clean

 Glass is placed on the top right side on the table so water is served
from right hand side of the guest to avoid inconvenience
 If the water is cold, wipe the bottle or jug off the droplets of water to
avoid slipping.
 Do not pick the glass in hand for pouring water.
 Avoid being too close and bending down while serving water to avoid
inconvenience to guest.

Ways of serving water:

There are two ways of serving water:

a. Silver Service of water.

 b. Filling and Service of prefilled glasses.

Self-Check 2.4-1

Enumeration: Direction. Read and enumerate the following.

A. Guidelines to be followed while serving water.

1. __________________
2. __________________
3. __________________
4. __________________
5. __________________
B. Ways of serving water.

1. __________________
2. __________________

C. Service of Regular water

1. ____________________
2. ____________________
3. ____________________

D. Service of bottled water

1. ________________________
2. ________________________
3. ________________________
4. ________________________
5. ________________________
6. ________________________
 Answer Key 2.4-1

A. Guidelines to be followed while serving water.

1. Water is served as soon as the guest is seated.
2. Turn the glass right side up if placed upside down.
3. Do not pour the water till the rim as it can spill on the table or on the
guest.
4. While serving water, the posture of the service staff should be such that
his right foot is in front to avoid showing back to the guest.
5. After pouring the water in the glass, wait for the last drop to fall in glass
or wipe off the last drop with the help of waiter’s cloth from the spout of
jug or mouth of bottle.

B. Ways of serving water:

1. Silver Service of water.
2. Filling and Service of prefilled glasses.

C. Service of Regular water

1. Take the water jug to the guests’ table on a neatly folded waiter’s cloth.
2. Pour the water in the glass till an inch below the rim of the glass.
Take the jug back to the sideboard.

D. Service of bottled water

1. The order of the bottled water is taken from the guest according to the
choices available.
2. Take the sealed bottle in a properly folded waiter’s cloth.
3. The bottle should be presented to the guest with the label of the bottle
facing the guest to confirm the brand that he has ordered.
4. for.
5. After confirming, the seal must be opened in front of the guest.
6. Pour the water in the glass till an inch below the rim of the glass.
 7. Place the bottle on the guests’ table if not empty.

http://oer.nios.ac.in/wiki/index.php/Water_Service

LO 3 Take food and Beverage orders

Information Sheet 2.3-1
Presenting the Menu
Introduction
In a restaurant, the menu is a list of food and beverages offered to
customers and the prices. A menu may be à la carte – which presents a list of
options from which customers choose – or table d'hôte, in which case a pre-
established sequence of courses is offered. Menus may be printed on paper
sheets provided to the diners, put on a large poster or display board inside the
establishment, displayed outside the restaurant, or put on a digital screen.
Since the late 1990s, some restaurants have put their menus online.
TABLE D’HOTE

"Table d hote" is a
French title for one
approach to the process of
designing menus for a
restaurant. The phrase
literally translates to
mean "host's table" and
refers to the practice of
providing a limited number of standardized meals. Guests coming to a
restaurant for a table d hote meal will be served whatever the restaurant has
already determined will be the entree and other courses for that meal. They will
probably not be able to order substitutions for any of the items on the menu for
the meal.

For the restaurant, the table d hote philosophy of service simplifies food
preparation by reducing the number of dishes that need to be prepared at one
time. Because the food to be served is predetermined, table settings with the
appropriate cutlery can be set ahead of time. Because there are no
substitutions to the meal, the pricing is also established ahead of time and can
frequently give the guest a good meal for a very reasonable price.

A Table D’hote menu can be described as:

1. A classified menu.
2. This menu presents a selection of a small number of courses
3. Presenting restricted choice within each course.
4. All the dishes offered from the menu have to be prepared at a set time.
5. A fixed selling price which always provides the assurance of quality of
food.
6. Easy to produce and popular food items are generally offered by this
menu.
7. Due to limited number of dishes less mise-en-place and labour are to be
needed
8. Table d’hote menus can be offered for breakfast, lunch and dinners.
9. Less kitchen space and service equipment are required.
There are many adaptations are used for the following ranges of food
service operation:
 a. Banquets- a banquet menu offers a selection of fixed items given at a set
price. However, in some special occasions the food can be served according
to guests preference.
b. Buffets- buffet menu can be categorized as a form of table d’hote menu
due to limited offerings of food items at predetermined set price. The
dishes presented in the buffet menu are available at a set time. However
the food items in buffet menu usually vary depending on the occasion and
the operational cost.
c. Coffee houses- a coffee houses menu is also consider as a varied form of
table d’hote menu for the following:
1. Coffee house menu is a set menu which offers food often for twelve
to eighteen hours of the day.
2. The dishes in this type of menu are individually priced.
3. Coffee house menu often offers a limited choice of food( ex. Snacks,
light meals, lunch or dinner) and which usually requires little
preparation time and quick to cook.
4. A simplified form of service is basically offered by the coffee house
menu, for example plate service, counter service etc.
d. Cyclical menu- cyclical menu offers specific food items which repeat in
cycle for a set period(normally 7,10,14, or 28 days). This menu refers
several menus that are offered in rotation. Cyclic menu is basically offered
in four-cycle for a whole year. After the completion of the cycle, a new set
of menu is introduced on the basis of seasonal availability of dishes. Apart
from these practices of table d’hote menu, this menu is also used for
Guest house, flight catering, institutional catering, welfare catering, combo
meals and thai meals.
A LA CARTE MENU
In restaurants, à la carte  is the practice of ordering individual dishes from
a menu in a restaurant, as opposed to table d'hôte, where a set menu is
offered. It is an early 19th century loan from French meaning "according to the
menu".
The individual dishes to be ordered may include side dishes, or the side dishes
may be offered separately, in which case, they are also considered à la carte.
Basic Characteristics of A la carte menu:
1. This menu is broader menu than a table d ' hôte menu since more
Mise – en – place is required to be done to prepare food from the À
la carte menu.
2. À la carte menu offers wide choice in food and beverages within
each course and in categories.
 3. Every item in this menu comes with a short narration underneath
to explain the dish.
4. Food items from the a la carte menu are prepared after the order
has been taken hence always fresh foods are served.
5. Each dish has a particular preparation time.
6. Dishes are more expensive than the food items of table d’ hote
menu and needs more space and kitchen utensils.
7. Usually offer colorful and high cost seasonal foods.
8. All entrees, dishes, salads and desserts are ordered separately.
9. This menu is offered in all types of food and beverage
establishments except banquets, flight catering, institutional
catering and welfare catering.
Style of A la carte and semi A la carte menu are also followed in the following
menus:
a. Breakfast menu- Typically this means a choice of eggs, cereals, or
pancakes with side dishes such as bacon or breakfast sausages, hash
browns or home fries and toast.

Typically the breakfast menu comes with the following features:

1. Though in some high-end restaurants and large hotels, the prices
of breakfast items could be costly, but generally the breakfast
menu are prepared after the order has been taken.
2. Most of the breakfast items offered by the breakfast menu are
prepared after the order has been taken.
3. The breakfast menu always requires skilled chefs since the foods
are to be cooked quickly.
4. American service is mainly followed for breakfast service where
waiter/waitress takes the order and serves it to the guest table.
b. Luncheon menu- unlike breakfast menu, A luncheon menu will be
either a la carte or semi a la carte. A la carte section in the luncheon
menu generally offers appetizers, salads, cold and hot sandwiches,
entrees, desserts and beverages. And the semi a la carte segment
includes entrees with salad, vegetables, potato, or rice. The following
characteristics can be observed in a luncheon menu:
1. Basically offers daily specials of any food service organization.
2. Served in smaller portion
3. The prices of food offered by the luncheon menu often varied
according to the type of food and food operation and the location of
the food service organization
4. The items in the luncheon menu always require a professionally
equipped kitchen since various food processing method are
 followed for the luncheon items, such as: baking, grilling, broiling,
frying and so on.
c. Dinner menu- presents both a la carte and semi a la carte items. A
dinner menu offers more appetizers and entrees than a luncheon menu.
American, French, or Russian service is followed while offering dinner
menus.
d. California menu- used only in the California restaurants where food
items are available regardless of the time of the day whether it is
breakfast or lunch or dinner. California menu can be offered as separate
menu for each meal, such as breakfast, lunch, dinner.
e. Ethnic menu- an ethnic menu offers food items that are representative
of the particular cuisine from a particular region or country. The food
price can be ranged from moderate to high.
f. Specialty menu- is a amalgamation of both a la carte and semi a la carte
items.
g. Room service menu- semi a la carte, or prix fixe style. Guests usually
ordered items from the room service menu through guest room
telephone. The items listed on the room service menu can be more
expensive than that of original menu. Food items offered from room
service menu must be maintained proper hot and cold holding qualities.
h. Lounge menu- is offered either in a la carte or semi a la carte. Lounge
menus are generally served in hotels, inns, and spas where customers
can order selective item that require easy preparation and less costly in
the dining room.
Other Types of Menu
1. Static menu: Separated into categories like appetizers, pastas,
sandwiches, sides, etc. The dishes are served all year-round and are
mostly prevalent in fast casual and fast food restaurants.
2. Du Jour: A menu that changes daily. Plat du jour is a dish of the day,
which is equivalent to a daily special
3. Dessert menu: A list of desserts, like a beverage menu it is often
separate from the regular menu and sold a la carte. It is usually
presented along with the beverage menu again for after dinner drinks at
the end of the main meal.
4. Wine menu An extensive beverage menu that covers each wines history
and features so guests have a better understanding of how they would
like to pair their drinks with their meal.

HOW TO PRESENT A MENU

1) Check the menu. Service Associate should check all the condition of the
menu cover and the menu pages before presenting to the guest.
2) Self introduction. “Good Morning/Afternoon/Evening./Mrs. Sir/Madam,
my name is (your first name)”.
3) Presenting the Menu.
Standing at the right side of the guest, bend the upper body, before
presenting the menu; it is our standard in this bar to bring the house
champagne to guest to ask him/her whether he/she prefers to have a glass
of house champagne. If not, then present the opened menu (first page) in
front of the guest and say “This is the menu”(use your right hand).

How to Take Customer Orders in a Restaurant

Giving and Collecting Orders:
Every establishment has a specific protocol for taking orders from the table
and giving them to the kitchen and assembly areas. A new server needs to
learn this protocol as quickly as possible in order to be an efficient team
member. Asking for your order to be a "rush" order is not a good idea,
unless there is a really good reason for it. Servers who are always "rush"
orders will find themselves placed at the back of the queue, more often than
not.
Orders can be written on checks, the duplicate of which is given to the
kitchen. If handwriting orders, your handwriting must be legible and easy to
understand. Always use the appropriate abbreviations; do not make up your
own -- the kitchen will not understand them. Keep your original check or
ticket as this is your record of the food that you have ordered from the
kitchen, and from which the final bill will be prepared. Never throw these
away. If a mistake has been made, run a line through the mistake, and, if
necessary, have the manager initial it. More and more restaurants are using
a Point of Service computer where you will enter the order from your table
and it is automatically delivered via the computer to the kitchen.
Your biggest job will be the timing of your orders. Make a point of learning
how long it takes to prepare any given dish, then put in the order for the
one that takes the longest to prepare first. That way, all dinners for a given
table should come out at the same time. Nothing is more uncomfortable for
your guests than to serve three guests at a table, only to find out that the
fourth guest's meal has not yet been started. The next point that requires
your attention is to keep hot foods hot and cold foods cold. Not only is this
necessary for food safety, it also helps to preserve the beauty of the
prepared food. There is nothing more unappetizing than to have a cold pat
of butter melting on the bread and butter plate because it was served hot. It
is your job to ensure that the food arrives at the table in the condition in
which it was served from the kitchen.
As a server, this is your job.

Approaching the Table:

Usually the table is already setup and ready before you approach the
guests--they should be seated and ready to greet you. The rule to follow
when approaching your guests is to pleasantly greet them at table within
one minute of them being seated. First impressions are exactly that. You
never get a second chance at a first impression. Make sure that yours is
pleasant, welcoming, helpful, and neat. Smile, make eye contact, and give
them your name. Water should be brought to the table at this time, whether
by you, the busser, or the hostess. Teamwork will make your first
impression a good one.

All parts of the process must be present in order to make a good impression.
It is never enough to give your table fast and efficient service if you do so
without a smile and a pleasant demeanor. Your customer needs to feel
important and that their patronage is appreciated. Whether you know it or
not, you are in the business of selling a product; you are the salesperson,
and how you approach your customer will determine the price of the final
product. Restaurants sell food, service, atmosphere, and entertainment. If
your customers feel they are unimportant in your eyes, they will find an
establishment that does appreciate their presence and patronage. Most of
the time, you will never know when you have permanently lost a customer;
they will quietly leave, and never return. They will also tell their friends and
family about their experience, and business for your establishment can drop
off. Understanding your position as a sales person, as well as being a server,
is vital to your success and the success of your restaurant. Behave
accordingly.

Drink Orders:
The first order to fill is the drink order. In today's increasingly aware
environment regarding the economy, water is not always served in every
restaurant. Be sure to ask your guests if they would like water, because
many of them still do not realize that serving water is no longer the norm.

After checking about water needs, share the soft drink and beer menu with
your guests, as well as any varieties of ice tea that you offer. This order
needs to be taken and served very quickly. Once the drinks are served, you
may ask if your guests are ready to order. Your clue will be that all your
guests will have closed their menus, or placed them back on the table.
When serving drinks, handle the glasses by the bottom. Never put your
finger near the lip of the glass, where your customer will be putting his or
her lips. As many times as you may wash your hands, you can still pick up
bacteria that can be harmful to your guests, so always handle glassware by
stems, handles, or the bottom of the container.
Explaining the Menu:
Often there will be one guest who is still perusing the menu when you
approach the table to take the order. This is a good time to ask if there are
any questions about the menu. Be helpful. If you have new guests who have
never been to your establishment before, be knowledgeable about the menu,
where specific items are, and offer to help your guest to find such items.
Answer any questions about the menu; give your guest a list of the items
included in a dish, if they ask, and be familiar with how each menu item is
prepared.
KNOW YOUR MENU.
Want to learn more? Take an online course in Waiter and Waitress Training.
Taking the Food Order:
Proper etiquette requires that you start with the women of the table, then
the children, and finally move on to the men. If, however, the woman is
undecided, it is absolutely fine to move on to the next guest so that you do
not make her feel uncomfortable. In taking the order, have your list of
questions memorized. If ordering a salad, what kind of dressing? If ordering
baked potato, what garnish? If ordering steak, how does it need to be
cooked?
By creating a list of questions for every menu item, you will be prepared
when you are taking the order, and will not have to return to the table when
the kitchen asks you for the missing detail, because you forgot to ask. It
makes for better and much more efficient service, if you ask all your
questions while you are taking the initial order. If a customer is unsure,
make a suggestion or two and what is particularly appealing about those
dishes. This is where you can shine as a salesperson.

Delivering the Food;

If your establishment does not have a set rule for how to serve plates of
food, then serve and remove dishes from the patron's right-hand side. Keep
your fingers out of the food, and handle the dishes by the edges only. Bring
all food for the table out at the same time. Never leave a guest without food.
If the plates are hot, be sure to warn your customers not to burn
themselves.

Checking Back:
If there is a problem with the meal, it will be discovered within the first few
minutes of eating. Check back with your guests to ensure that they are
satisfied with their meal. If there has been a mistake and you delay your
return to the table, your customer will merely sit and fume, with your tip
diminishing rapidly.

Dessert:
After the dinner entrée plates have been cleared from the table, you present
the opportunity to order dessert and coffee, or after-dinner drinks. Dessert
menus are presented at this time, or a dessert tray is brought to the table.
Be sure to offer to split a dessert in case your guests are feeling full. Again,
you are in sales, and by making such an offer, you might sell one or two
desserts, rather than none. If you have a particularly popular after-dinner
drink, mention that as well, especially if your guests show signs of wishing
to linger.

Presenting the Check:

The check should be presented either with the last course, or just as the
last course is being completed. Your guests should never have to look
around the restaurant to catch your eye to let you know they wish to pay.
Ensure the accuracy of the check and lay it face down to the right of the
host's cover, on a small tray, or in a check folder. If you are unable to
determine who the host may be, place the check near the center of the table.
If two people are dining, it is appropriate to place the check between the two
guests.
It is always wise to ask prior to totaling the check if there is anything else
they wish to order. When you are sure the table is complete, place the check
and be sure to thank them for their patronage. When you pick up the
payment, and the payment is in cash, be sure to mention that you will bring
their change back to the table for the denomination of the bill that is
presented. When a credit card is used, give clear instructions as to which
copy is yours and which copy they are to keep. Usually this is clearly
marked, but it is a sign of a good server to make this point clear. Your
reaction to the amount of the tip must be kept to yourself. Gratuity is
exactly that. While there is a certain expectation that at least 15 percent of
the bill should be paid to you, not all countries follow this custom, and you
may very well have a table full of Europeans who are accustomed to having
the gratuity included in the price of their meals.
Continue to be courteous as your guests are leaving. You have just spent
over an hour in their company; say goodbye, help your female guests with
their chairs or any packages they may have placed on the floor. It is good
customer service to invite your guests to return at some point to see you.

Carrying Trays:
Carrying trays can be a risky business, and the best recommendation is to
practice at home as much as possible. It will never do to carry a tray of food
to a table and then proceed to dump the contents of their meal onto the
floor or onto the table, or worse, the laps of your customers. If you are not
able to carry a tray effectively, then bring out the courses/plates as you can
easily carry them, and assure your customers that you will return with the
rest. Sometimes an expediter can help you to carry the rest of your party's
meals.
Suggestions and Suggestive Selling
The Server as a Salesperson:
One of your jobs as a server is to be a salesperson. You are in the business
of selling food and service, and the more you sell, the higher the check at
the end of the night. This means more money for your restaurant. When
your guests tip appropriately, it also means more money in your pocket by
the end of the night, as well.
One common practice is for an establishment to have a nightly special that
may or may not show up on the menu. This is the server's opportunity to
present alternate suggestions by listing the evening's specials and what
makes them unusual. A server who has learned the specials and is able to
present them to the table well, is effectively marketing for the restaurant.
Any foreign names must be pronounced properly, and it is your job, as the
server, to learn that pronunciation. Some establishments will have a tasting
prior to the opening of the doors for the evening so the servers can see,
smell, and taste what the offerings are, and they can honestly tell their
patrons that they really enjoy the dish.
You will also be asked by someone who is new to your restaurant what you
like the best. While your tastes may not be the same as your customer's
taste, it is appropriate to mention two or three menu items that you do
enjoy and you can even say why you like them. Knowing in advance that
you will likely be asked such questions, you will be prepared to answer
them with poise and self-assurance. No one wants a server who has never
tasted anything on the menu. If you will not eat it, why should they pay to
eat it?
Again, know your menu. Know everything on it, know what is in each dish,
and know how each dish is prepared and served.

Making Suggestions to the Customer

You will often encounter a customer who has either never been to your
establishment, or really is unsure of what they would like to eat that day.
Your job, as the server, is make it easier for them to make such a choice.
You will need to determine if they are looking for a "lighter" meal, in which
case you can suggest a soup, or salad and sandwich. Perhaps your
customer will ask about a dish and what makes it special. By knowing
exactly how it is prepared, and perhaps something specific about it that
makes it unusual, you will often intrigue your guests and they will order
based on your suggestion. For a dinner guest who simply cannot make up
his or her mind, select two or three of your most often-ordered entrées and
suggest those. Typically, narrowing the choice down from an entire menu
selection to only two or three is enough to simplify the process for your
guests.
As for making a suggestion about other parts of the meal, always try to
suggest a salad or vegetable plate for added nutritional value. When your
table has had a very heavy meal and asks for a suggestion for dessert, it
makes more sense to suggest a lighter dessert, rather than your 65-layer
chocolate cake.
By combining tact with good salesmanship, you will be able to help your
guest feel you are being helpful, rather than pushy and trying to pad the bill
for your own benefit. It never pays off to always suggest the most expensive
item on the menu. We will discuss more about this later. You can also
influence your guest who has simply ordered water to drink, by taking their
lunch order and then asking whether they would like milk, tea, or soda to
drink. This way you will offer your guest an additional choice, and they will
frequently take you up on the offer.

When your table orders something that will take some time to prepare, it is
very appropriate to offer an appetizer or soup, so that they are not left
waiting for a long time before their food is ready. In this way, you have made
the offer, and they have accepted it and ordered additional food, something
they likely will not have done on their own. By making suggestions, you are
ensuring your guests are comfortable and are having all their needs met.

Substitutions:
Each establishment has its own policy about substitutions. Know the
policies of your restaurant prior to promising something to your customer. If
you do not know, find out prior to making the promise. Your customer will
only feel uncomfortable and upset if you agree to make a substitution, then
find out that it is impossible to make.

Purpose of Suggestive Selling:

As you work in a restaurant you will discover that you have some customers
who know exactly what they want to eat, and despite every attempt you
make, they will order only what they want and will not be persuaded to
order anything else. That is fine. This customer is actually very easy to
please. The customer who is unsure is a little more difficult. By discovering
why your customer is uncertain about what they wish to order, you can
then make appropriate suggestions.
Some customers are unfamiliar with your restaurant, and your menu
offerings. In this case, you ask for questions and answer them as
knowledgeably as you possibly can. Some people are not very hungry, but
have joined the group to be sociable. In this case, it is appropriate to
suggest soup, salad, or an appetizer, rather than ordering an entire meal.
Your guest will appreciate your tact, and will be satisfied that their hands
will be busy while everyone else is eating. Perhaps your customer is on a
limited budget and your menu offerings are on the pricey side. You can ask
what looks good to them, and if your establishment makes this an option,
you can serve items a la carte, or in a smaller portion, to allow for their
budgetary needs. You might even have a nicely priced special that is not on
the menu that will meet their needs. By exercising some curiosity, as well as
some tact, you will usually be able to make suggestions that make your
customers feel special and important, rather than inadequate and
unwelcome. Should your customer be ordering from the a la carte menu,
you can still sell additional food by asking if they would like a beverage with
the sandwich, or if they would like a sandwich with the soup.
Asking specifically if the guest would like something is more likely to elicit
an additional order, rather than asking a more general question like, "Would
you like anything else?" This usually meets with a negative reply and the
business transaction is concluding. The longer you keep the transaction
open, the more food you will sell.
Specials and higher-priced items:
In fine dining restaurants, one of the reasons you are to arrive ahead of your
shift is so you can memorize the specials list, their ingredients, preparation
methods, and sometimes have a tasting of the food so you can sell it
authoritatively. Customers like products that are made from local produce
or from seasonal items. If you have a special that is similar to a regular
menu item, but it is a better price, be sure to draw that to your guest's
attention. Many times they will order the special because it is on sale.

Specials can also be something the chef is trying out and has never made
before. It can be something that is being "test-marketed" before making it
available on the regular menu. Such a special has a way of making the
guests who try it feel as though they are having some input on the menu of
their favorite restaurant. Higher-priced items can be a touchy subject. It is
never good form to always suggest the highest-priced items when your guest
is uncertain. What you might be able to do, instead, is ask what looks good
to the guest, and then make an alternate suggestion for a higher-priced item
that is similar, but may be made with items of better nutritional value, or
with locally grown produce, or with items that are seasonal only. Your guest
will then feel more that you were instrumental in helping to decide on a
better meal, rather than feeling strong-armed into a higher-priced plate just
to pad the bill.
Value-added service:
This is another term for customer service. Good customer service will bring
your patrons back time and time again. The very best time to make an
impression is on your customers' first visit to your establishment. Make
every effort possible for their experience to be positive. Be versatile, willing,
and capable of doing the following:
1. Make recommendations based on your intuition. Look for clues as to
why they are dining with you. Make celebratory suggestions, if
appropriate, or appetizing lower-priced suggestions if they appear to
be on a budget.
2. When guests become regulars, remember their name, and try to
remember some of their likes and dislikes. According to Dale
Carnegie, a person's name is the most important sound to them.
Using it will be very powerful.
3. Give extra service that is not exactly in your job description. Offer to
package something in a special way if you can. On the night my
husband proposed to me, my leftovers were wrapped in foil in the
shape of a beautiful swan. I never forgot that, and have told literally
hundreds of people about it.
4. Make a guest feel good about a choice made, whether an entrée or a
wine that they have selected.
5. Talk to your single diners. Often they are business people traveling
alone and are on an expense account. Taking time with them can
often be rewarding.
6. Anticipate needs and keep drinks filled.
7. Be aware that older guests have different needs. Anticipate them, and
be ready to answer any questions they may have about the menu, and
what other offerings you have.
8. Do NOT focus on the tip. If you do your job right, your average tip will
reflect this.
9. Share any success with the chefs. They usually only hear about the
mistakes.
LO 4 Liaise between kitchen and service area.

Information sheet 2.4-1

Liaise Between Kitchen and Dining Area
Introduction
Liaise is to establish relationship or connection of work specially in
ordering system to corporate and have mutual concern inside the
establishment. In food service industry, coordination between kitchen and
restaurant area is important especially on busy days where the large demand
for a certain menu that cause longer time to prepare. It is the duty of waiter or
food server to advice the guest’s specific time that the foods will be prepared.
New and existing restaurant owners will always be got to continue so far
on the newest restaurant technology. Deciding what restaurant technology to
use in your restaurant and then take a glance at what I call optional
technology. There are several categories of restaurants. Each category of
restaurant will need certain sort of technologies while some technology is
important for all categories of restaurants. Here are the technologies that each
restaurant must have.

Operating ordering systems

All transactions should be undertaken within establishment guidelines relating
to:
1. Honesty and integrity. Guidelines cover policy like not charging for items
that weren’t delivered or not charging for items that weren’t delivered or
not charging person X for something that person Y received.
2. Accuracy- checking all entries, extensions, additions and other
calculations to make sure that the costumer isn’t overcharged and the
that the venue captures all the revenue to which it is legitimately
entitled.
 3. Speed- ensuring that accounts are compiled and presented in a timely
manner according to honestly and accuracy. Never sacrifice accuracy for
speed.
4. Explanation and outline of charges. This should detail fully the nature of
all charges so that no confusion or suspicion about charges exists.
5. Costumer service- treating customers with the courtesy they merit in
reference to the taking of the order, processing of the order and
presentation of the account for payment.

Types of System Use:

1. The manual system
Dining order systems can vary greatly.
The type used largely depends on individual establishments preferences
supported on matters such as:
 Their previous experiences with using an ordering system-
including evaluation of how existing systems are performing
 The number of orders processed- bigger numbers may encourage
the establishment to use an electronic system
 Skills of staff and thus the supply of skilled staff- most premises
dislike having to train staff.
Below is an example of an easy to read food docket: note how each person has
been numbered to identify their meal selections.
Figure: 1 Manual Ordering System
Date Server: Kweeny
Table No. 5 No. of covers: 5
Quantity Item
1 Squid tempura
5 Garlic rice
1 Tuna sisig
1 Shrimp sinigang
1 Tuna belly

Types of manual docket system:

a. Triplicate docket system- traditional manual system that is often used
in medium and large sized hotel and restaurants
 Table number
 Number of cover
 Date
  Waiters signature
*Any cancellation should be countersigned by the supervisor.
b. Duplicate docket system- used in small, informal type of restaurant.
Usually known as carbon copied system.
*other copy is used for billing purposes for the preparation of the
billing.

2. Software Applications
This computerized system enables electronic management of food
and beverage orders.
A main terminal enables data input to the system. This data
comprises the menus for all the restaurants attached up to the system,
alongside prices of every item. This information might be input by the F
& B Manager or receptionist.
Each outlet has its own terminal that displays the menu. This is a
touch screen as there’s no keyboard kind of traditional computer.
Printers are an integral part of system and that they are present in each
of the food outlets, as well as in the kitchen.
As an order is taken by waiting staff the order is entered into the
system, via the POS terminal. A table tracking facility is activated in
order that dishes are often added to the initial order, and tracks are often
kept of the order for the nominated table number.
The system also features a facility for every table to possess seat
numbers assigned to their particular order.
The order is then sent to the specified service point, which can
normally be the kitchen and should include the bar. The order is printed
call at restaurant area, detailing not only the things required, but also
the table number, time as well as name and/or number of the waiter/s
Orders may be changed as guests change their minds, or as other
circumstances dictate.
Food and beverage orders are often entered at just one occasion, or
using the table tracking facility, separately by different waiters.
Items that have been incorrectly entered can be deleted and items
can be voided. Both food and beverage are often added to the account
during the meal.
Entering a dish or a beverage automatically triggers the designated
price. When the guest requests their account, the system enables
printing of their bill. Various adjustments are often made to the account
enabling discounts and vouchers to be used.

POS capabilities:
  Act as register as well as computer.
 Calculate cash due
 Record payment method.
 Keep track of the cash in cash drawers.
 Create sales report.
 Keep track of menu items sold
 Track inventory.
*POS system add convenience, accuracy, and save time in
busy situation.

Types of Software System

1. Electronic payment- An electronic payment is a digital transaction
between two parties. E-payment types include ACH, wire and bank
transfers, cards, digital wallets, mobile pay and more.

How to use electronic billing machine:

 Enter waiter’s identity code.
 Place the orders on the machine.
 Press the food and beverage button and enter the amount that was
paid off
 Press enter
 The machine will print out the receipt.
2. Network- A network is a collection of computers, servers, mainframes,
network devices, peripherals, or other devices connected to one another
to allow the sharing of data. An example of a network is the Internet,
which connects millions of people all over the world. To the right is an
example image of a home network with multiple computers and other
network devices all connected.
3. Inventory management system- An inventory management system (or
inventory system) is the process by which you track your goods
throughout your entire supply chain, from purchasing to production to
end sales. It governs how you approach inventory management for your
business.
4. Digital menu boards- A digital menu board is a display system that
comprises hardware and software to display dynamic menus on screens.
In addition to menus, the screens can also display specials and
promotions, live TV, customer reviews, and more.