Food and-beverage-service

1. BANQUET SERVER TRAININGBANQUET SERVER TRAINING
• What is JOB as a Banquet ServerJ q
The server is responsible for the complete service of food and
beverages, catering to all guests’ needs.
The server works closely with the captain or head waiter/waitress to
j bl di i i provide the guest with an enjoyable dining experience.
C A R E SC.A.R.E.S.
 Customers are our focus
 Attitude affects everythingy g
 Respect others – have fun.
 Earn profits for everyone
 S i i EVERYTHING! Service is EVERYTHING!

2. BASIC ROLESBASIC ROLES
 Ensure the setting of tables completely according to  Ensure the setting of tables completely according to
diagram and/or sample table.
 Serve and clear food and beverage quietly, g q y,
professionally, and quickly, using proper serving and
clearing techniques.
 Keep work area clean, and coordinate actions with the
Banquet team members, and all other members of the
front and back of the house to ensure flawless front and back of the house to ensure flawless
customer service.
 Maintain good grooming and personal hygiene. g g g p yg

3. Server’s EtiquetteServer s Etiquette
 Uniform
Whi T d Shi White Tuxedo Shirt
 Black Dress Pants
 Black Bow Tie
 Black Apron
 Black Socks / Natural Colored Hose
 Rubber Soled ShoesRubber Soled Shoes
 Name Tag
 Hair Tied Up (if long)
S i tt Serviette
 Smile
 All shirts, pants, and aprons must be
ironed.

4. Server’s Etiquette ‐ continued ‐
Friendly Service Friendly Service
•• Remember that guests can see you whenever you are in the room Remember that guests can see you whenever you are in the room g y yg y y
–– be courteous, efficient, and quiet.be courteous, efficient, and quiet.
•• Maintain good posture Maintain good posture –– and never slouch, lean, or slumpand never slouch, lean, or slump
•• While in the room, smile and, when appropriate, acknowledge guests While in the room, smile and, when appropriate, acknowledge guests
h h b i f h h b i f through brief eye contact.through brief eye contact.
•• All associates shall remain on the floor while guests are around. All associates shall remain on the floor while guests are around.
•• Each server should constantly monitor his/her station, refilling water Each server should constantly monitor his/her station, refilling water
glasses, and serving fresh coffee or tea. glasses, and serving fresh coffee or tea. glasses, and serving fresh coffee or tea. glasses, and serving fresh coffee or tea.
Handling Requests Handling Requests
D l j b h i i D l j b h i i •• Do not neglect a guest request just because the guest is not in your area. Do not neglect a guest request just because the guest is not in your area.
If he/she makes a request directly to you, take care of it personally and If he/she makes a request directly to you, take care of it personally and
quickly, if possible. quickly, if possible.

5. Server’s Etiquette ‐ continued ‐
R l f R l i C l iR l f R l i C l iRules for Resolving ComplaintsRules for Resolving Complaints
1.1. Listen and EmpathizeListen and Empathize
 Listening is the most important component of the communication process.Listening is the most important component of the communication process.
 Having empathy is being aware of and sensitive to the emotions of others Having empathy is being aware of and sensitive to the emotions of others
‐‐ “I think I know how you feel.”“I think I know how you feel.”
‐‐ “I understand what is upsetting you and I am glad you told me”. “I understand what is upsetting you and I am glad you told me”.
2.2. Apologize and Commit to Solving the ProblemApologize and Commit to Solving the Problem. . p g gp g g
 Accept responsibility for the problem’s resolution.Accept responsibility for the problem’s resolution.
 If you are unable to do so, bring in to the attention of the captain or manager. If the If you are unable to do so, bring in to the attention of the captain or manager. If the
complaints regards a meal, remove the plate and replace it. complaints regards a meal, remove the plate and replace it.
33 Identify a Mutually Acceptable SolutionIdentify a Mutually Acceptable Solution3.3. Identify a Mutually Acceptable SolutionIdentify a Mutually Acceptable Solution
4.4. Check Back and Follow UpCheck Back and Follow Up
When the Guest Leaves the tableWhen the Guest Leaves the table
•• Take napkin and fold it neatlyTake napkin and fold it neatly
•• Set napkin back on table.Set napkin back on table.
•• Attend to the place setting as neededAttend to the place setting as neededtte d to t e p ace sett g as eededtte d to t e p ace sett g as eeded
•• Reposition the chairReposition the chair

6. Team System of ServiceTeam System of Service
- To increase all aspects of service to the guests.
 Back Position:
 Support the front
 Front Position:
 Be on the floor most of
i partner
 running food items
from the back aisle to
time to serve guests
 handling actual food
delivery to each guest from the back aisle to
the station, responding
to special guest requests
f th f t t
delivery to each guest
and taking special
requests which he/she
th t th from the front partner,
and anticipating the
next need of the front
then passes on to the
back position server.
partner.

7. COMMUNICATION STANDARDSCOMMUNICATION STANDARDS
 Controlling Service in the Room
 Floor supervisor control service Floor supervisor control service
 When serving
 When clearing
 Begin and end
 Communication with the Kitchen
 Head Count
A l t i t t Any last minute requests
 Any anticipated problems that my arise
 Communication with Guests “10 and 5” Rule Communication with Guests ‐ 10 and 5 Rule
 This rule is about the zone between customer and employee in
terms of hospitality good customer service.
‐ Smile, make eye contact with a customer at 10 foot range
‐ Smile, greet them, and offer assistance within a 5‐foot range

8. PRE‐MEAL BRIEFINGPRE MEAL BRIEFING
• Making the Most of the Most Important 15 Minutes
A pre‐meal briefing is required before all meal
functions It is to be conducted by the floor supervisor functions. It is to be conducted by the floor supervisor
in charge of the event. Station assignments are given
out after the agenda is covered.
 Inspect : To insure the staff ready for the function
 Inform : Communicate accurate information;
Standard Agenda / Station Assignment
 Motivate T h Positive & Productive shift Motivate : To have a Positive & Productive shift

9. PRE‐ EVENT PREPARATION GUIDELINES
 Make sure that linens are clean and pressed
– no rips, fading or burns.
 Confirm with your Captain / Head Waitress
exactly what place‐settings are required forexactly what place settings are required for
each event.
 Fold napkins neatly according to the design
selected by the Captain / Head Waitress
th t t tior the event representative.
 Confirm that all utensils needed for each
course are included at each place setting
 Inspect all dishes and glassware for spots or p g p
blemishes
 Make sure all wicker baskets are free of
fraying and crumbs.
 Be at your post in uniform and ready to work Be at your post, in uniform and ready to work
at least 15 minutes before any event is scheduled
to begin.
 Complete all service setup and ensure the
doors can be opened before the event starts

10. TABLE CLOTHES
Cloths for all table arrangements
TABLE CLOTHES
1. Should be clean and free from rips and burn holes.
2. Should be pressed (small wrinkles may be smoothed out with palm of hand;
excessive wrinkles must be pressed with an iron or steamer).
3. Creases should be “centered” following the same directional principle in which
the tables for the function were positioned.
4. Cloths should not fall below the seats of the guests’ chairs, but should be
tangent to (i e just touching) the top of each chairs’ seattangent to (i.e., just touching) the top of each chairs seat.
5. “Turned under” side of the hemline should be facing the table.
Round Tables
1. Cloths should be “centered” on the tables so there is an equal drop on all sides.
2. Center fold line should run from north to south (head of the room is always
considered north) with corners of the cloth dropping directly over table legs,considered north) with corners of the cloth dropping directly over table legs,
depending on where head table is.

11. Basic Table Setting Method
a. Assembly Line Technique
- One server sets one particular item at a time on all the tables
(e.g., all forks, all knives, etc.)
b. Station Set
One server (or team) is responsible for setting all the items- One server (or team) is responsible for setting all the items
on his/her(their) particular station. With this method, well
organized and combined efforts increase efficiency and
decrease setup time.
Table/station assignments can be made prior to the pre-
meal briefing with any additional questions/details
regarding assignments discussed during the briefingregarding assignments discussed during the briefing.

12. TABLE SET‐UP
 The first plate or place setting must always be set in the 12 o’clock chair –
the one that faces the north wall.
 Chairs must be lightly touching tablecloth.
 dd d h bl Two sugar caddies and two creamers on each table.
 Two sets of salt and pepper shakers completely filled on each table.
 The first plate (or place setting) should always be set the center.
The remainders are evenly spaced from there. The remainders are evenly spaced from there.

13. PLACE SETTING REMINDERSC S G S
 Napkin in ½ inch from table.
 Knife blade faces inward.
 Spoon and Knife handles are even.
 Entrée fork is even with top of knife.
 Salad fork ¼ inch lower than entrée fork.
 Appetizer fork ¼ lower than salad fork (if served 5 course)
 Dessert fork above napkin, handle facing left.
 Intermezzo spoon above dessert fork with handle facing right. (4 and 5 course
only)
 Coffee sauce placed near edge of table.
 Coffee cup handle at 4 o’clock position.
 Water glass directly above tip of knife.
 Champagne glass at 11 o’clock to water glass
 Wine glass at 5 o’clock to water glass
 Bread and Butter (B&B) plate above forks.
 B&B knife handle to the right.

14. STANDARD TABLE SETTING forSTANDARD TABLE SETTING for
BREAKFAST
Bread and Butter (B&B) plate above forks
Bread & Butter
W t l di tl b ti f k if
Bread and Butter (B&B) plate above forks
Water
Water glass directly above tip of knife.
Juice
C ff C &
10 – 11”
Entrée Fork
Coffee Cup &
Saucer
½”
Napkin
½” from the edge
Entrée Fork
The flatware must be placed no closer than ½” from the edge of the table.
½

15. STANDARD TABLE SETTING for
LUNCHEON
B d & B tt
Bread and Butter (B&B) plate above forks.
Bread & Butter
Dessert Water glass directly above tip of knife.
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Water
Wine
Entree
10 11”
Wine glass at 5 o’clock
Salad
Napkin
10 – 11” to water glass
Entree
Soup
Salad
½”
½” from the edgeSalad fork ¼ inch lower
than entrée fork.
Coffee Cup &
Saucer
The flatware must be placed no closer than ½” from the edge of the table.
½

16. STANDARD TABLE SETTING for
FORMAL DINNER
Bread and Butter (B&B) plate above forks.
Dessert
Bread & Butter
W t l di tl b ti f k if
Bread and Butter (B&B) plate above forks.
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Red Wine
Water
Entree
Wine glass at 5 o’clock
to water glass
Water glass directly above tip of knife
10 – 11”
White WineSalad
Appetizer Napkin
10 11
SaladEntree Soup
Appetizer
S f ¼ “
Appetizer fork ¼” lower
than salad fork
Napkin
½” from the edge Coffee Cup &
Saucer
Salad fork ¼ “ lower
than entrée fork.
than salad fork.

17. NAPKIN HOLDINGNAPKIN HOLDING
A special table says that you really value your guests
when you make the extra effort to set the table
beautifullybeautifully.
 The Pyramid Napkin Fold
 The Standing Fan Napkin Fold
 The Bishop's Hat Napkin Fold
 Th C dl N ki F ld The Candle Napkin Fold
 The Rosebud Napkin Fold
 The Crown Napkin Fold The Crown Napkin Fold

18. The Pyramid Napkin Fold
This classy napkin folding technique is simple, fast, and can be made easily with most napkins. If the napkin
b i d i thi d fl il th i it ith li ht t h i t f ldi d it ill t t f tl !being used is thin and flops easily then iron it with light starch prior to folding and it will turn out perfectly!
Fold Napkin in
Half
Diagonally
Fold
Corner to
Meet top
Turn
Napkin
Over and
Pick up at
Center and
Stand onDiagonally. Meet top
Point.
Over and
Fold in
Half.
Stand on
Base of
Triangle.

19. The Standing Fan Napkin Fold
Elegant and decorative, this is a classic napkin folding technique. As usual, and iron helps but is
not necessarynot necessary.
Fold
ki i
Starting
b tt
Fold up in Fold upper
i ht
Place on table
napkin in
half.
bottom,
accordion
pleat 2/3
way up.
half with
pleating on
the
outside
right corner
diagonally
down to
folded base of
and release
pleats to form
fan.
y p outside.
pleats and
turn under
edge.

20. The Bishop's Hat Napkin Fold
This is a classic dinner napkin fold, but it can be difficult to line up the corners in the cap. Some
starch and an iron make it easier to be precise while folding this one.starch and an iron make it easier to be precise while folding this one.
kFold
napkin in
half
making a
Fold corners
to create a
parallelogram.
Turn napkin
over
lengthwise.
Fold up
Bring corners
together
tucking one
into the
Open base of
fold and stand
upright.
making a
rectangle.
p
from
bottom onto
itself; pull
i ht ti
other.
right tip
down from
under.

21. The Candle Napkin Fold
So you want something easy and elegant? Something that looks nice and fancy but doesn't
take a boat‐load of time? Try this one on for size.
Fold napkin
in half
diagonally
Fold up
base
1/3 way
Turn napkin
over and roll
from bottom
Tuck corners
inside cuff at
base of fold
Turn one layer
of point down
and set on
b
diagonally 1/3 way.
to top and stand. base.

22. The Rosebud Napkin Fold
This sophisticated cloth napkin design benefits from stiff material or light starch. A hot iron will
also make it easier to be exact.
Fold napkin in
half
Fold corners to
meet at top
Turn napkin
over and fold
Turn napkin
around and
Turn napkin
around and
diagonally
p
point bottom 2/3
way up.
bring corners
together,
tucking one into
the other.
stand on
base
the other.

23. The Crown Napkin Fold
Do you want your dinner guests to feel like royalty but have no red carpet? Treat them like
kings and give them all crowns! Then you can use this napkin to wipe the cheese out of that
i t d tiintroduction.
This napkin folding design just doesn't work well without a little starch in the cloth, if it's
sagging it's ugly so take your time and get it right.
Lay the napkin F ld h ki O i h F ld h i h R fLay the napkin
face‐down in
front of you.
Fold the napkin
in half diagonally.
Orient the
napkin so the
open ends are
pointing away
from you.
Fold the right‐
corner up so that
the point rests
directly on top of
the middle‐corner.
Repeat step four on
the other side,
bringing the left‐
most corner up to
meet the middle‐y
The edge of this
new flap should lay
on the center line
of the napkin.
corner, creating a
diamond shape.

24. The Crown Napkin Fold
‐ Continued
Fold the bottom of the
napkin up about 2/4's
Fold the smaller
t i l d
Stand it up and tug at it where
d d t it d
curl the left and right
id f th kinapkin up about 2/4 s
of the way and press
this fold down well.
triangle down so
the point rests on
the near edge of
the napkin. Press.
needed to even it up and
round it out. If your napkins
are too limp then think of
starch as napkin viagra and
make them good and stiff.
sides of the napkin
up so they meet in
the middle and tuck
one into the other.

25. TRAY STANDARDS
CARRYING TRAYS
TRAY STANDARDS
CARRYING TRAYS
• OVAL
»» Carry over your left shoulder
Tray jacks should only
»» 1 hand under the heaviest part
»» Fingers pointed to the back of the tray
»» Do not carry in front, at waist level
»» Keep your other hand free to balance the tray open doors carry the
Tray jacks should only
be placed around the
perimeter of the room.
»» Keep your other hand free to balance the tray, open doors, carry the
tray stand, etc
• 16” ROUND
»» Use as directed for mixed drinks, individual beverage orders, etc.
»» Carry on the left for ease, in front of your body

26. TRAY HANDLING GUIDELINES
Trays require special care to avoid accidents. Follow these
guidelinesguidelines.
LOADING TRAYS
»» Never load more than you can carry – 2 trips are better than 1 accident
»» Before loading, check that the tray is clean and dry
»» Place heavier items at center of the tray or on the side closest to your body
»» Lay tall glassware down and away from the edge of the tray
»» Lay condiment bottles flat on the tray
»» Fit plate covers properly before carefully stacking on the tray Never overload trays. Stack heavier
items at the center of the tray.
SERVING FROM TRAYS
 Always use a tray stand with oval trays
 Open stand, bend at the knees, gently slide the tray onto center of the standp g y y
 Never place tray on chair
CLEARING DISHES ON THE TRAYS
Carry oval trays over
When removing soiled plates, the remaining food should never be scraped
Onto the banquet tray. Instead, place two plates’ side‐by‐side and then
Slide the food onto one plate. This will leave one plate with all the food on it,
And one stack of plates with no food or debris. Carry oval trays over
your left shoulder, with one hand
under the heaviest part.
Do this with your back to the guests, as quietly as possible.
No noise should be heard.

27. TABLESIDE SERVICE STANDARDS:
1. Serving a Whole Table
a. Ladies before gentlemen
b. Old before youngb. Old before young
c. Food is served to guest’s left side, and beverage is served
from the guest’s right side. Clearing dishes is from the guest’s right side.
d. Walk Forward : After serving someone, walk forward –
in the direction you are facing.in the direction you are facing.
Walk clockwise while
Serving beverages and clearing.g g g
Walk counter-clockwise while serving the guest.

28. Always serve food from the left
of the guest.
Always serve drinks from
the right of the guest.
Keep cups and glasses
on the table when refilling them.
Hold all dishes by the rim of the plate.
Keep your fingers away from the food.
Always clear items onto an oval tray.
Clear food and beverages from the guest’s
right.

29. TABLESIDE SERVICETABLESIDE SERVICE
 Bread Service : lunch = bread basket , Bread Service : lunch bread basket ,
dinner = the first bread serve by the server
 Soup Service : using a tureen with a ladleSoup Service : using a tureen with a ladle
 Salad Service : non‐composed / composed salad
 Serving Sauces : to be passed by the server
 Dessert and Coffee Service : coffee must be served,
followed by dessert.
 Passing Hors D’oeuvres : carry the plate, platter or tray in
white gloved hands, and offer a beverage‐ napkin to the guest. g ff g p g

30. Types of Food Service
Plate or American Service
 Most common form of banquet service
 Food prepared in kitchen and presented on guests’
plates
Russian Service
 Food prepared in kitchen
 Served from platters onto guests’ plates
30(continue
d)

31. Types of Food ServiceTypes of Food Service
French Service
(continue
d)
French Service
 Food prepared tableside on carts or a gueridon
 Requires space between tables for carts Requires space between tables for carts
Preset Service
 First course on tables when guests arriveg
Buffet service
 Guests serve themselves from arrayed choices
À la Carte Catering
 Guests have choice of entrées
31

32. STYLES of SERVICESTYLES of SERVICE
 AMERICAN STYLE
 Plated Service: Food is plated in the kitchen and served to guests.
 A la Carte Service : off the menu service. Guests are provided a menu as
they are seated. Due to the time and cost constraints, the appetizer, salad
and dessert are pre selected for all guests and dessert are pre‐selected for all guests.
 Buffet Style Service : walk through the buffet as a guest would to help to
fine tune the placement of items and ensure maximum accessibility and
convenience.
 FAMILY – STYLE SERVICE
 The guests basically serve themselves after receiving platters of food that
are passed down the table. p
 FRENCH SYTLE
 The use of elegant serving pieces; the heating and garnishing of food at
table side by a Captain…. y p
 Very impressive, but requires ample space.

33. STYLES of SERVICE ‐continued‐
 RUSSIAN STYLE
 The food is fully prepared and pre‐cut in the kitchen. All courses are served either
from platters or from a special dish called an “Escoffier” dish. Tureens are used for
soup and special bowls for salad. The rule for Russian service is to place empty
plates from the right, by going around the table clockwise. Food is served from a
platter from the left of the guest, continuous service going around the table count‐
clockwise. Clear from the right, moving count‐clockwise.
 BUTLER STYLE
 This service is similar to Russian Service. The difference is the guest helps him or g p
herself from the tray which the server holds. This requires additional portioning, in
case the guests take more than their share.
ENGLISH STYLE ENGLISH STYLE
 This service is similar to Russian Service and to family‐style service. Food is brought
to the table on a tray, or bowls, presented to the host, who either cuts the food
him/herself of chooses to have it done by the server, away from the table. A good / y , y g
example is a whole turkey or roast beef.

34. EXAMPLE OF SEQUENCE OF SERVICE OF DINNER SERVICE
1. First course’s food is served to guest’s left side.
2. The first course food plate and silver is cleared from the guest’s right side with the
right hand.
3 The first course wine is cleared from the guest’s right side; leave on table if guest3. The first course wine is cleared from the guest s right side; leave on table if guest
requests.
4. Second course’s wine is served from the guest’s right side.
5. Second course’s food is served from the guest’s left side.
6 The second course food plate and silver is cleared from the guest’s right side6. The second course food plate and silver is cleared from the guest s right side.
7. The second course wine is cleared from the guest’s right side; leave on the table if
guest requests. (Repeat)
8. Entrée is served from the guest’s left side.
9 Entrée is cleared from the guest’s right side9. Entrée is cleared from the guest s right side.
10. Entrée wine is cleared from the guest’s right side.
11. Bread and butter plates and knives are cleared from the guest’s left side as each
guest’s entrée plate is cleared.
12 Butter/margarine salt and pepper are cleared12. Butter/margarine, salt and pepper are cleared.
13. Cream and sugar are served.
14. Coffee cup and saucer is served from the guest’s right side.
15. Coffee is served from the guest’s right side.
16 Dessert is served from the guest’s left side16. Dessert is served from the guest s left side.
17. Dessert is cleared from the guest’s right side.
18. Guests are thanked for coming as they leave.
19. Final clear.

35. GENERAL BANQUET SERVICE GUIDELINES
1. Tray jacks should only be placed around the perimeter of the room
2. Remove all trays from the room before the meal begins; do not return them until
clearing is required or meal service has ended.clearing is required or meal service has ended.
3. Remain on the floor while guests are eating
4 O l l th fl t di t it i k f d & b it4. Only leave the floor to remove dirty items or pick up food & beverage items.
5. When in the room, keep quietly focused on diners – do not huddle or chat with fellow
servers.
6. Constantly monitor the carpet for items that need pickup and removal
7 Carry no more than 3 entrees at a time from the service stand to the table7. Carry no more than 3 entrees at a time from the service stand to the table
8. Warn guests when serving hot plates, beverages, etc.
9. Handle all items as quietly as possible around guests (and try to keep noise to a
minimum in areas adjacent to the dining room.

36. THE “DON’Ts of
BANQUET SERVICE
 Don’t place a napkin under your arm.
 Don’t wipe your face or your mouth with
your side towel.
 Don’t use the guest entrance during a
function
 Don’t stand in a large group congregating
during a function
 Don’t eat or drink anything in front of the
guests. guests.
 Don’t eat anything while servicing the
guests.
 Don’t stand around with your hands in your
pockets or your arms crossedpockets or your arms crossed
 Don’t pick up glasses by the tops
 Don’t go to break all together
 Don’t chew a gum during a functiong g

37. CLEANILINESS AND SANITATIONCLEANILINESS AND SANITATION
 Daily Cleaning Checklistg
 Banquet Linen Checklist
 Banquet Equipment Care Checklist
 Skirting
 Silver Chafers
 Mirrors Mirrors
 Candles
 Coffee Break Urns
 Number Stands & Numbers
 Salt & Pepper Shakers and Sugar Bowls
 Side Work Assignment : pre function / post function Side Work Assignment : pre‐function / post‐function

38. BEVERAGE SERVICE STANDARDBEVERAGE SERVICE STANDARD
 Quality Customer Service in the Bar areaQ y
 Great Attitude
 A good attitude and a pleasant personality
 Service Skills
 Art of taking an order, delivering the product and presenting
the check.
 Sales Skills
 Proper service skills and the ability to interact with customers
ll k ll Up‐selling skills
 Product Knowledge
 Different flavors and good descriptive elements of the products Different flavors and good descriptive elements of the products

39. BEVERAGE SERVICE STANDARD ‐continued‐
 Mixology
 Need to know the beverage recipes g p
 Ingredients, portion size, glassware, mixing technique,
garnishes
 Draft Beer Draft Beer
 Proper techniques and knowledge to serve draft beer effectively
and efficiently.
 Presentation
 “You eat with your eyes”
 Setting the Stage Setting the Stage
 Setting the atmosphere or ambiance of the bar
 Lights, music, ashtrays, snacks, televisions etc.

40. TYPE OF BAR SERVICETYPE OF BAR SERVICE
 Hosted Bars
 All beverages consumption charges to the client’s master
account
O B Open Bars
 Limited number of people and limited time period.
 Charges to the client’s master account Charges to the client s master account
 Cash Bars
 Self Service Bars Self‐Service Bars
 Relative to the Hosted Bar Service without a bartender
 Suggested only beer, wine, soda, and mineral watersSuggested o y bee , e, soda, a d e a ate s

41. THANK YOU