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
-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
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
Cell phone is an Essential Tool of Communication
-Please Switch it “ OFF”
-Be Focused and be part of the Team
QUALITIES OF A WAITERQUALITIES OF A WAITER
►GOOD LISTENERGOOD LISTENER
►LOTS OF COMMON SENSELOTS OF COMMON SENSE
►HYGIENIC & WELL-GROOMEDHYGIENIC & WELL-GROOMED
SERVICE SEQUENCESERVICE SEQUENCE
Welcoming GuestsWelcoming Guests
Guiding and seating theGuiding and seating the
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
Presenting the BillPresenting the Bill
Thank the Guest/sThank the Guest/s
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
Guide Guest to Table Preference (useGuide Guest to Table Preference (use
open palm)open palm)
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.
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
Know your ProductKnow your Product
Know what your product isKnow what your product is
Preparation timePreparation time
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
Present menu to guests (ladies first)
Present beverage menu
Present food/ala carte menu, suggest
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
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
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..
Sir / Ma’am, may I
repeat your order pls.
You ordered for (#)
Drinks (alco / non-
Which would you like
to be served first?
Family style serving…
Would that be all
Thank Guest sincerely
Placing Orders to Bar &Placing Orders to Bar &
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
Inform Guest Preference on Food andInform Guest Preference on Food and
If preference is not available, informIf preference is not available, inform
Guest ASAP.Guest ASAP.
QUALITY CHECKQUALITY CHECK
(last touch policy)(last touch policy)
Check if preparedCheck if prepared
food is withinfood is within
Check portioningCheck portioning
based on standardsbased on standards
Check preparationCheck preparation
based on guestbased on guest
Check plates usedCheck plates used
Check cutlery set-Check cutlery set-
up in the table.up in the table.
Check condimentsCheck condiments
Prepare all servingPrepare all serving
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
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”.
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
• ““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
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
Thank you very much (I’m sure you willThank you very much (I’m sure you will
like it!)like it!)
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
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
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.
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
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
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.