Seminar on Waitering

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Seminar on Waitering

  1. 1. WELCOMEWELCOME BASIC WAITERINGBASIC WAITERING SEMINARSEMINAR
  2. 2. Classroom Standard Stay On Task - We have a lot of materials to cover in a short amount of time  Enthusiasm and Participation are Essential - This is a cooperative environment; when you are missing everyone suffers.  Be on Time -To Class and from Break  Be Respectful -To your self and to others -To the equipment and the program  Give Constructive Feedback and Sincere Praise -Success should be Recognized and Rewarded -Areas that need improving should be discussed to make the group more effective  Be a Good Teacher and Listener -Promote positive interdependence, individual accountability, group participation, and Social Skills  Development is a Major Part of Your Job -The more you know, the more effective you will be when you perform your required task.  Cell phone is an Essential Tool of Communication -Please Switch it “ OFF” -Be Focused and be part of the Team
  3. 3. QUALITIES OF A WAITERQUALITIES OF A WAITER ►HARDWORKINGHARDWORKING ►FLEXIBLEFLEXIBLE ►HONESTHONEST ►RESOURCEFULRESOURCEFUL ►GOOD LISTENERGOOD LISTENER ►SALESMANSALESMAN ►LOTS OF COMMON SENSELOTS OF COMMON SENSE ►HYGIENIC & WELL-GROOMEDHYGIENIC & WELL-GROOMED
  4. 4. SERVICE SEQUENCESERVICE SEQUENCE  Welcoming GuestsWelcoming Guests  Guiding and seating theGuiding and seating the Guest/s.Guest/s.  Check comfort andCheck comfort and seating arrangementseating arrangement  Menu PresentationMenu Presentation  Order TakingOrder Taking  Suggestive SellingSuggestive Selling  Repeat Order/sRepeat Order/s  Placing Order/s toPlacing Order/s to System and KitchenSystem and Kitchen  Quality CheckingQuality Checking  Food PresentationFood Presentation  Check SatisfactionCheck Satisfaction  Offer Dessert andOffer Dessert and DrinksDrinks  Presenting the BillPresenting the Bill  Thank the Guest/sThank the Guest/s
  5. 5. Welcoming GuestWelcoming Guest  Greet Guest/s with a SMILEGreet Guest/s with a SMILE  Welcome Guest to the OutletWelcome Guest to the Outlet  Ask if they have a ReservationAsk if they have a Reservation  Ask Guest preference (SMOKING orAsk Guest preference (SMOKING or NON-SMOKING)NON-SMOKING)  Guide Guest to Table Preference (useGuide Guest to Table Preference (use open palm)open palm)
  6. 6. Guiding InGuiding In  Use open palm, direct which way to go.Use open palm, direct which way to go.  For elderly and/or disabled assist properly.For elderly and/or disabled assist properly. Note: Ask permission 1Note: Ask permission 1stst ..  For group with kids, position them in the cornerFor group with kids, position them in the corner or wall sideor wall side  For couples assist them to the best view of theFor couples assist them to the best view of the restaurant /cornerrestaurant /corner  Always follow guest preference.Always follow guest preference.  Assist when sitting by pulling out and pushingAssist when sitting by pulling out and pushing back the chair gently (Ladies First) .back the chair gently (Ladies First) .  Offer kiddy chair for guest with kid/s.Offer kiddy chair for guest with kid/s.
  7. 7. Check Comfort  Confirm if they are comfortable with the selected seat/s and table/s.  Ask if table is enough for the group  Ask if temperature is suitable for them.  Adjust to any of the guest preference  Check satisfaction.
  8. 8. Know your ProductKnow your Product  Know what your product isKnow what your product is  PortioningPortioning  DonenessDoneness  IngredientsIngredients  Preparation timePreparation time  PresentationPresentation  Sauces, condiments, etc. that goes with the meal.Sauces, condiments, etc. that goes with the meal.  Cutleries, chinaware’s & glassesCutleries, chinaware’s & glasses  Suggest other food items best to go with the mealSuggest other food items best to go with the meal orderedordered
  9. 9. Menu Presentation Present menu to guests (ladies first) Present beverage menu Present food/ala carte menu, suggest appetizer first. Note: Hold menu at upper part with your right hand and assist with your left hand at the bottom part. Inform guest the type of menu you are offering.
  10. 10. Order TakingOrder Taking Take down notes and ordersTake down notes and orders Write legibly to be readableWrite legibly to be readable Inform Guest regarding Out of Stocks andInform Guest regarding Out of Stocks and immediately offer alternativesimmediately offer alternatives Listen carefully to what the guest is sayingListen carefully to what the guest is saying Respond to guest according to the order/sRespond to guest according to the order/s placed. (Yes, Sir/Maam)placed. (Yes, Sir/Maam) Thank Guest after taking OrdersThank Guest after taking Orders
  11. 11. Suggestive Selling  Offer slow moving but highly profitable Items.  Consider kitchen stock FIFO  Suggest aperitif or wine to go with their meal  Offer specialty of the day/house  Offer second servings of items ordered.  Suggest long drinks and fresh juices  Inform guest of food portioning for possible adjustments with their order/s..
  12. 12. REPEAT ORDER  Sir / Ma’am, may I repeat your order pls. …..  You ordered for (#) pcs. of…  Doneness  Sidings  Sauces  Drinks (alco / non- alco)  Extra’s  Portion/s  Which would you like to be served first?  Family style serving… or..  Would that be all Sir/Maam?  Thank Guest sincerely
  13. 13. Placing Orders to Bar &Placing Orders to Bar & KitchenKitchen  Encode orders to systemEncode orders to system  Provide copy of O.S. for BeverageProvide copy of O.S. for Beverage  Provide copy of O.S. for Food OrdersProvide copy of O.S. for Food Orders  Specify Sequence and/or type ofSpecify Sequence and/or type of serviceservice  Inform Guest Preference on Food andInform Guest Preference on Food and DrinksDrinks  If preference is not available, informIf preference is not available, inform Guest ASAP.Guest ASAP.
  14. 14. QUALITY CHECKQUALITY CHECK (last touch policy)(last touch policy)  Check if preparedCheck if prepared food is withinfood is within standardsstandards  Check portioningCheck portioning based on standardsbased on standards  Check preparationCheck preparation based on guestbased on guest request.request.  Check plates usedCheck plates used  Check cutlery set-Check cutlery set- up in the table.up in the table.  Check condimentsCheck condiments neededneeded  Prepare all servingPrepare all serving gearsgears
  15. 15. FOOD PRESENTATIONFOOD PRESENTATION  Excuse yourself from the guest when everExcuse yourself from the guest when ever presenting any food or Beveragepresenting any food or Beverage  Present to guest through the correct serving sidePresent to guest through the correct serving side (follow sequence of service).(follow sequence of service).  Confirm or repeat order while laying items on theConfirm or repeat order while laying items on the tabletable  Inform Guest of his / her preference and how itInform Guest of his / her preference and how it has been prepared.has been prepared.  Offer assistance after serving. “Is thereOffer assistance after serving. “Is there  anything else I may assist you with Sir/Ma’am?”anything else I may assist you with Sir/Ma’am?”  Thank guest “enjoy your meal/drinks sir/maam”.Thank guest “enjoy your meal/drinks sir/maam”.
  16. 16. Check SatisfactionCheck Satisfaction • Check when it is the right time to interrupt.Check when it is the right time to interrupt. (breaking the silence)(breaking the silence) • Magic word must be expressed before sayingMagic word must be expressed before saying somethingsomething • ““How’s the food / beverage, how’s the taste?How’s the food / beverage, how’s the taste? Was it prepared to your satisfaction?Was it prepared to your satisfaction? • ““Is there anything else I may assist you with,Is there anything else I may assist you with, Sir / Maam?Sir / Maam? • ““Thank you very much, enjoy your Meal orThank you very much, enjoy your Meal or Drinks.Drinks.
  17. 17. Offer desserts and hot beverages.Offer desserts and hot beverages.  ““Excuse me Sir/Ma’am would you like toExcuse me Sir/Ma’am would you like to try our _________ for dessert?”try our _________ for dessert?”  Would you like to have coffee or tea?Would you like to have coffee or tea?  I suggest you try our new concoctionI suggest you try our new concoction called _______, it’s good and helps for fastcalled _______, it’s good and helps for fast digestion.digestion.  Thank you very much (I’m sure you willThank you very much (I’m sure you will like it!)like it!)
  18. 18. Presenting the billPresenting the bill  Secure bill from the Front OfficeSecure bill from the Front Office  Check details of the bill and encircle total amountCheck details of the bill and encircle total amount  Excuse yourself and present bill to guestsExcuse yourself and present bill to guests  Request the guest to check the bill to confirm thatRequest the guest to check the bill to confirm that they have been charged correctly.they have been charged correctly.  Check that the guest’s signature is correct forCheck that the guest’s signature is correct for ““charge bill”charge bill”  Thank guest and excuse yourself.Thank guest and excuse yourself.  Forward bill/s to FO for postingForward bill/s to FO for posting
  19. 19. Bid GUEST goodbye !! After processing the bill, return to guest and hand-over change if any. Assist guest as they prepare to leave. Lead guest to doorway. Sincerely thank guest and bid goodbye.
  20. 20. ROOM SERVICESROOM SERVICES  Answer the telephone courteouslyAnswer the telephone courteously  Listen carefully and have a paper and penListen carefully and have a paper and pen ready to take down notes and order/s.ready to take down notes and order/s.  Write down Rm # and take order carefullyWrite down Rm # and take order carefully  Repeat order to confirmRepeat order to confirm  Offer suggestions for possible revenueOffer suggestions for possible revenue  Encode order to system and provide OS toEncode order to system and provide OS to kitchen for production.kitchen for production.  Prepare all cutleries, china-wares, glasses,Prepare all cutleries, china-wares, glasses, condiments, other request and receipt.condiments, other request and receipt.  Write down orders, room # all dining wares,Write down orders, room # all dining wares, time etc. to Room service logbook/form.time etc. to Room service logbook/form.
  21. 21. ROOM SERVICE WITH AROOM SERVICE WITH A PLUSPLUS  Lay food at table while giving informationLay food at table while giving information regarding guest orders.regarding guest orders.  Confirm satisfaction about the order andConfirm satisfaction about the order and request.request.  Inform guest to call local # 122 for clearingInform guest to call local # 122 for clearing or inform guest that you will call after 30-or inform guest that you will call after 30- 45mins for possible clearing of dishes.45mins for possible clearing of dishes.  Offer other services “is there anything else IOffer other services “is there anything else I may assist you with Sir/Maam?may assist you with Sir/Maam?  Thank guest and express “Have a good dayThank guest and express “Have a good day enjoy your Meal”enjoy your Meal”  Bid goodbye and gently close the door.Bid goodbye and gently close the door.  Log on to the room service logbook/form,Log on to the room service logbook/form, for the time delivered and endorse forfor the time delivered and endorse for clearing.clearing.
  22. 22. The customer is the most important visitor in our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business – he is a part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.

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