Montpelier Professional Service Training Seminar

Professional Service Training Seminar

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Professional Service Training Program
Table of Contents
Introduction………………………………………………………………………. pg 3
Daily Briefing………………………………………………………………….. pg 4
Telephone Procedures ……………………………………………………………. pg 4
Meeting, Greeting & Bidding Farewell…………………………………………... pg 4
Sixteen Qualities of a Professional Waiter………………………………………... pg 5
The Guest…………………………………………………………………………. pg 6
Customer Dress Code…………………………………………………………….. pg 7
Guest Complaints…………………………………………………………………. pg 7
Personal Hygiene, Appearance & Uniform……………………………………….. pg 8
Communication Verbal & Non-Verbal……………………………………………. pg 9
Quality Control……………………………………………………………………. pg 10
Mise en Place & Stations………………………………………………………… pg 11
Basic Techniques of Table Service………………………………………………... pg 12
Taking, Placing & Delivering the Order……………………………………………pg 13
The Salesperson’s Guide………………………………………………………….. pg 16
Suggestive Selling & Maximizing Sales………………………………………….. pg 17
Specials…………………………………………………………………………….. pg 21
Cooking Times & Firing Issues………………………………………………….. pg 22
The Dining Room Brigade………………………………………………………… pg 22
Critical Service Points …………………………………………………………….. pg 23
Three T’s of Service……………………………………………………………….. pg 24
Wine Service……………………………………………………………………….. pg 25
Alcohol Service Policy & Awareness…………………………………………….... pg 26
Sanitation……………………………………………………………………………pg 27
Safety………………………………………………………………………………..pg 31
Money Makers & Tip Getters
Making a Lasting Impression………………………………………………. pg 33
Take Orders like a Pro………………………………………………………pg 33
Keeping Customers Happy………………………………………………. pg 34
How to Handle Tough Customers…………………………………………. pg 34
Evaluate Your Performance……………………………………………….. pg 34
Additional Tips & Warnings……………………………………………….. pg 35
Restaurant 750 Operating Standard & Procedures…………………………………pg 36
Glossary
Index A – F&B Terms………………………………………………………pg 38
Index B – Descriptive Lines to sell by……………………………………...pg 42
Index C – Descriptive Words & Phrases…………………………………... pg 44
Index D – Wine Producing Regions, Wine Terminology
& Grape Information…………………………………………… pg 45

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Introduction
Greetings Ladies & Gentlemen;
Thank you for taking the time to attend this training seminar. The goal of this
seminar is to raise your awareness about the inefficiencies that exist in the day to
day operation of your restaurant. It is designed to assist you in improving your
attitude towards excellent service and to help you to evaluate and improve your
individual skill set. This program will also act as a refresher course which will
allow you re-align your service habits and techniques with the standards and
requirement of the Montpelier Plantation Inn & Beach Resort. It is imperative that
you understand that the purpose of this seminar is not to single out any individual
or attempt to point out any individual’s short comings in relation to service, but to
ultimately act as a forum for constructive criticism and discussion.
Once again, thank you so much for attending.
Sincerely;
Samuel D. Anthony
Restaurant Services Training Consultant

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Daily Briefing
A daily briefing will be conducted prior to service. At this time, wait staff will be given their
seating assignments/stations. Seating will be rotated from one section to the other whenever
possible. It is important that a section is not double sat unless the customer requests a particular
table.
Telephone Procedures
 Each time we answer the phone, we are selling the restaurant to a potential
customer. Although answering the phone is primarily the responsibility of the
hostess or the front desk personnel, it is also every employee’s responsibility.
 Always answer the phone with a bright, upbeat greeting, which creates interest
and excitement. Use your imagination but always be courteous and helpful.
Meeting, Greeting & Bidding Farewell
Guests will look to you to solve problems. No matter how busy you are, each guest must be
treated with sensitive concern for their problems and interest. Tact and diplomacy under pressure
are skills that are essential to your success in the restaurant. Your ability to smile and remain
calm in the face of adversity will help to eliminate the stress encountered on the job.
 The Greeting. It is imperative that we make every guest feel wanted and
appreciated. We will greet out guests within 30 seconds upon their entry to the
restaurant/great room. We must always shake hands with our guests upon their
arrival and we will ensure that the entryway to the restaurant is always clean and
clear.
 Bidding farewell: You are the guest’s first and last impression. Just as your
friendly smile and attitude welcomed the guest, your pleasant farewell leaves the
guest feeling good and wanting to return.
We have four distinct objectives with every departing guest:
1. To make sure their experience in our establishment was pleasurable.
2. To thank them by name for their patronage.
3. To invite them back for another visit.
4. To ensure that their last impression is a positive one.
Every employee has the responsibility of bidding the guests farewell, but hostesses and managers
usually have the most frequent opportunities to do so.

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Sixteen Qualities of a Professional Waiter
A Professional Waiter is…..
1. Punctual
 Be on time – The dining room is going to open whether you’re there or not.
2. Reliable
 Be at your job when you are scheduled.
3. Cooperative
 Accept orders without arguing.
 Do your share of the work and more.
 Look for other tasks when you’ve finished yours.
4. Flexible
 You can’t always count on doing things the same way they have done been done in the
past. You need to adapt to the situation.
5. Thorough
 Complete what you start.
6. Organized
 Focus on what you are doing & learn to prioritize.
7. Knowledgeable
 Know your product & familiarize yourself with the menu.
 Read the newspaper & watch the news.
 Learn company history.
 Be willing and ready to answer questions.
 NEVER say “I don’t know”
8. Ethical
 Be truthful & honest & own up to your mistakes.
9. Sincere
 Don’t assume a different identity when you wait tables. Be professional & be yourself.
10. Loyal
 The waiter is the most visible representative of a unified effort to provide excellent
service to the guest.
 Cultivate a sense of “Proprietorship”.
 Be respectful of the restaurant in which you work.
 Remember today’s dish washer is tomorrow Restaurant Manager so respect your fellow
workers.
11. Ambitious
 Take initiative

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 Increase your knowledge of food & wine
-EAT OUT!!!!!!!!
12. Personable
 You have to genuinely like people to be a professional waiter.
 Be friendly but not overly informal.
 Smile!!!!!!
13. Attentive
 It is important to pay attention. Do not daydream or lapse into absent mindedness.
 Always be aware of the current state of the dining room.
 Be able to anticipate what is about to occur.
 Be able to co-ordinate orders and firing times
14. Efficient
 Getting the same work done, but with less effort and better results.
 Planning trips to the kitchen and service area and avoiding empty handed trips back and
forth helps. It allows you to have more time to serve the guest
15. Composed
 A good served is unobtrusive.
 The front of the house is no place for chatting. Service personnel should speak only
about business and the job at hand.
16. Tactful
 Tact: The innate ability to say or do the right thing at the right time without giving
offence to others.
 The professional server sometimes has to be a diplomat between the guest and the chef.
The Guest
Never underestimate the importance of a guest!!!
 We are dependent upon our guests.
 Dealing with a guest is NEVER an interruption of our work – they are the purpose of it.
 Guest are doing us a favour when they come to dine – we are not doing them a favour by
serving them.
 A guest is not a cold statistic – they are flesh and blood and have emotions and feelings
like our own.
 Guests are the lifeblood of this hotel and should be treated with the utmost attention and
respect.

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You must be able to serve different types of guests.
To make appropriate selling suggestions and give excellent service, it is helpful to recognize and
know how to handle all types of guests. For example:
 The Timid Guest: Genuine interest and patient understanding will put this type guest at
ease. Even a comment about the weather can make him feel at home.
 The Aggressive Guest: This type of guest must be handled in a courteous and
businesslike manner. Kindness and politeness can often change him into a steady
appreciative customer.
 The Fussy Guest: This guest is the hardest guest to please. Try to stay one step ahead
of him by learning the things that irritate him. Be sure to have everything just right
before serving this guest. Remember all of the things the Fussy guest likes even if they
may seem peculiar to the average person.
 The Over-Familiar Guest: Be courteous, dignified and avoid long conversations. Stay
away from the table except when actual service is needed.
 The Guest who is alone: Seat this guest where they can see what is going on. The guest
may be lonely and want someone to talk to so be friendly, but don’t neglect other guests.
This could be your most critical guest.
 The Noisy Trouble Maker: Don’t be drawn into arguments. Speak softly. Don’t
antagonize. Refuse to participate in criticism of management, the establishment or other
personnel.
 The Disabled Guest: Seat as quickly as possible. Be considerate but do not call
attention by hovering. Always make a disabled guest feel important and accommodated.
Customer Dress Code
Restaurant 750 is a fine dining restaurant that requires elegantly casual attire. No jacket or tie is
required. No sleeveless shirts or hats of any kind will be allowed at any time. No beach wear at
dinner time and shirt and shoes are required at lunch. If you are ever in question, or if any
problems concerning the dress code arise, notify a manager immediately.
Guests Complaints
No one enjoys being the recipient of customer complaints, but complaints are to be expected as a
part of being in the hospitality business. Complaints can even be viewed in a positive light if
they are handled properly. Complaints can give us insight into how to improve service.
Demanding customers force us to be our best, and successfully resolving complaints can even
increase customer loyalty if handled properly.
When faced with a customer complaint:
 Never interrupt the guest, let them speak their minds and tell you all their problems.
 Don’t get defensive and try to explain.
 Remove the offending item immediately.
 Apologize for the problem.
 If you need a manager’s assistance, never hesitate to ask.
 Never blame someone else or make excuses for the problem.

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Personal Hygiene, Appearance & Uniform
You are the person that the guests will have the most contact with in the restaurant, so it’s
important that you observe the basics.
 Bathe daily
 Use adequate antiperspirant/deodorant
 An attractive smile, teeth & fresh & non-offensive breath
 Mouthwash, breath mints or breath spray should be used immediately prior to service.
 Style your hair before your shift
 Hair should be clean and not greasy.
 Men’s hair should be above the collar.
 Women’s hair should be conservatively styled, up or tied in a ponytail.
 Women’s hair ornaments should be conservative.
 Take care of your hands
 Guests will see your hands every time you put a plate in front of them.
 Try and keep your hands free from cuts scratches & abrasions.
 If you do work outside the restaurant that is rough on your hands consider
wearing gloves.
 Fingernails should be kept short and manicured and free from dirt and grease.
 No dark or colourful nail polish.
 Wear a moderate amount of makeup
 As little as you feel comfortable with.
 There is a big difference between makeup you would wear on a date and what you
should wear while working.
 Go light on the Scents
 If you wear perfumes or aftershaves, make sure that it is a mild scent. One of the
joys of dining out is the aroma of the food.
 Be conservative with jewelry
 One small ring and watch are appropriate.
 No large bracelets or ornamental watch bands.
 One or two earrings only – no nose, tongue or other facial rings.
 Groom facial hair
 Male service staff must always be properly shaven.
 No visible tattoos are allowed.
 Uniform & Dress Code
 When you walk in through the doors of the restaurant, “YOU ARE ON”. Your
uniform also includes a CONTAIGIOUS ENTHUSIASTIC ATTITUDE. You are
required to enter the building for your shift in FULL UNIFORM. You are also
required to leave your shift in FULL UNIFORM.

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Your uniform also includes the following, without exception.
 At least two pens
 Wine opener
 Smile
Dining Room Dress Code
 Shoes – Shoes must be clean regularly polished and dark in colour, Socks must be dark,
preferably black.
 Pants, Skirts & Belts – MONTPELIER issued uniform pants or skirt only. Belts must
be a black or dark brown and must be a solid colour.
 Shirts – MONTPELIER issued uniform shirts only.
Communication Verbal & Non-Verbal
Communication: The process by which we assign and convey meaning in an attempt to create
shared understanding.
Body Language – This is an important part of communication which can constitute 50% or more
of what we are communicating. If you wish to communicate well, then it makes sense to
understand how you can (and cannot) use your body to say what you mean.
Body Language Clusters - Body language comes in clusters of signals and postures, depending
on the internal emotions and mental states. Recognizing a whole cluster is thus far more reliable
than trying to interpret individual elements.
Non-verbal communication has a significant effect on what is communicated. Modifications
include:
 Positioning of body relative to the guest
 Stance
 Movement of limbs, head and fingers
 Voice pitch
 Texture of voice tone
 Speed of speaking
 Sweating
 Bodily smells (e.g. Pheromones, colognes and perfumes)
Stance
 Hands should never be folded across your chest or in your pocket.
 Do not tuck your hands in your belt or touch any part of your anatomy.
 Keep your hands at Parade Rest either in front or behind your back.
Eye Contact
 The most important non verbal channel of communication.
 Indicates honesty & strait forwardness.
 If you don’t look at me, I can’t trust you.
 Is he/she paying attention to what I am saying?
 Do not stare!!

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 Break eye contact every 5 seconds or so.
 When breaking eye contact do not look down as it may indicated the ending of your part
in the conversation.
 Nod while they are talking.
Speech
 Speak clearly & slowly.
 Do not assume a phony accent.
 Learn to properly pronounce menu items, cooking procedures, names of wines.
 Speak slowly and clearly.
 Never use dialect in ear shot of a guest.
 Practice to speak proper English at all times.
 Speak intelligently and use descriptive words when describing menu items.
 Use terms like fresh, light, delicate, tender, subtle, full bodied and
moderately spicy. (See Index B)
Five basics communication tools that constitute service excellence.
1. Look at me
2. Smile at me
3. Talk to me
4. Listen to me
5. Thank me
Quality Control
Quality Control is the primary responsibility or every employee serving food and beverages to
the customer. You are the last person to come in contact with the food before the customer does.
If something does not look right, or is not presentable, DO NOT SERVE IT!! Remember you
are the last line of defense. If something is out of place on the plate, return it to the kitchen.
Things to look for to ensure proper quality control:
1. Hot Food – Few things are more basic or more important. Check to see if your
food is hot. Just because something is in the window doesn’t mean it is hot. DO
NOT DELIVER IT TO THE GUEST!! Inform the Expediter or whoever is at the
pass. Never yell or argue with a cook or chef. If a problem arises, inform your
manager.
2. Clean Plates – Always check any plates, mugs, silverware, glasses and napkins
before you present them to the customer.
3. When Delivering Beverages – Be sure that the glass is clean, filled to the proper
level, and that the garnish is correct, fresh and attractive.
4. When Pouring Water – Ensure that the water jug does not touch the glass. Be
sure to use a napkin to prevent spillage and always remember to pour water
without touching the glass.

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5. Cold Food – Cold food is equally important as hot food. Ensure that cold foods
arrive to the guest cold, not warm or cool, but cold.
6. Bring necessary condiments – With each order, deliver the relevant condiments
to the guest before the meal arrives.
7. Guest Satisfaction Enquiry – Within a few bites always check back to ensure
that everything is perfect. Never say, “Is it ok?” Say something like, “Is your
fillet cooked to your satisfaction?” Be as specific and sincere as possible in
wanting to know the answer.
8. If the customer is not satisfied - ….. or there is obviously something wrong at
the table, i.e., cracked glass, foreign object in the food, not cooked properly etc.,
use the following steps:
 Apologize
 Remove the items immediately
 Get a manager. Management will take the necessary steps to ensure that the
problem is corrected and that the customer is 100% satisfied.
9. Remember – Remember that the appearance of the exterior of the building, the
greeting of the hostess, the cleanliness of the restrooms, the appearance of the
staff, the quenching taste of our beverage and the flavor and freshness of our food
are equal quality control points that we must control in order to ensure the best
experience for our guests.
Mise en Place & Stations
Before the waiter can begin setting the tables, some other duties need to be performed. These
activities are part of what we refer to as “Mise en Place”. The term “Mise en Place” is defined
as “Everything in Place”. This refers to specific tasks that need to be done to prepare the
restaurant for service, for example:
 Polishing silverware and glassware.
 Fold Napkins
 Fill salt & pepper shakers or grinders & restock or fill sugar & condiment containers.
 Check that all table top items are clean and in good repair.
In addition to making sure that all items are ready for service, you will also be responsible for
stocking and setting up the side stations. This must be done before, during & after each shift.
The side station is the waiter’s work & prep area where the items that are commonly used during
service are kept. IT IS EXTREMELY IMPORTANT THAT THESE STATIONS BE NEAT, CLEAN
& WELL STOCKED. Some of the items that may typically be found at the side stations include:
 Tea Bags
 Hot Tea Set ups
 Individual butter pats
 Condiments – mustard, ketchup, hot sauce
 Wrapped Straws
 Beverage & Extra Dinner Napkins

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 Additional polished silverware
Basic Techniques of Table Service
We serve at the customers’ convenience
 Serve without interfering with guests’ conversations or interactions.
“HUG” your guest
 Use the left hand when working at the guests left and right hand when working at their
right. There are some very good reasons for doing this…….
 When approaching the table to serve food always look for the guests left arm and
serve with the left hand so that you are facing the guest.
 The same holds true when clearing or doing beverage service for the guest.
Always use the right hand when you’re at the right side.
Try not to reach in front of a guest or cross one to serve another
 The exception is when serving guests seated in a banquette setting (generally a semicircle
booth). When serving guests in a booth you’ll find yourself saying “excuse me” very
often. If you have two or three people in a booth, no matter what you do, you will always
be crossing one of them to serve another.
Always use the proper Sanitation
Handle Silverware, glassware & flatware hygienically
 Silverware should only be touched by the handles Never handle a fork by its tines, a knife
by its blade or a spoon by its bowl.
 Glassware should be handled by the stem only.
 Plates should be handled by the rim only.
 We must never handle the guests’ food with our hands and if it must happen, one
should never allow the guest to observe you touching their food.
Clearing the Table
General Rules:
 Clear when everyone is finished
 Always wait until everyone at an individual table is finished before you start to
clear.
 All diners must be have finished the course before removing the plates. The only
exception to this rule is when one of the guests is having more courses than the
others.
 Remove all items from the right side of the guest.
 Remove plates when the guests’ have indicated, through body language, that they are
finished. Another way to tell is by the placement of their silverware. When a guest lays

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down their knife & fork together on the right side of the plate or in the plate they are
signaling that they are done eating.
 Remove the show plate along with the dishes used in the previous course before the
entrée is served. Dinner plates are often similar in size to the show plate and it is
awkward to set one on top of the other.
 Move clockwise around the table. Don’t juggle plates. Remove only as many dishes as
you’re comfortable with at one time. REMEMBER YOUR SANITATION – Pick up
glasses only by the stem, utensils by the handle and plates by the rim.
The Three S’s of Clearing
 Scrape all scraps into one plate on the oval tray.
 Separate all dishes and flatware unto an oval tray & all glasses on to a beverage tray if
possible. Carrying glasses on the same tray as dishes may cause accidents.
 Stack all dishes and flatware into separate stacks with the largest and heaviest items
towards the center of the tray and the smaller lighter items towards the outside. Keep cup
handles inside the tray if possible.
Clearing Ashtrays
 Place a clean ashtray over the dirty ashtray by capping it upside down over the dirty
ashtray, which remains right side up. Remove both ashtrays from the table. In one
motion return the inverted clean ashtray as you turn it right side up before placing it on
the table. If possible, dirty ashtrays should be cleaned just before a course is served.
Taking, Placing & Delivering the Order
When approaching the table, be sure to have your pen ready and book open. Always ask the
customer if they have any questions concerning the specials or any other items on the menu.
After answering questions and making suggestions, proceed to take the order.
Position/Seat 1 is the seat closest to the first person to your left. This is the first order that you
take. Moving in a clockwise direction continue to take orders. Assign the seat number to each
individual order in your Captain’s Order Pad. We use a runner system, so it is a possibility that
the captain may be busy and the runner will have to serve the food. This will ensure that the
runner will know where to place the food without asking.
Know your tables & your table numbers.
Know your menu and your daily specials.
 One should never have to say “Let me check”.
 One should never say “I don’t know”.
 Be able to pronounce menu items correctly and describe them concisely.

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 Be aware of cooking techniques, times, sauces & seasonings.
Know what is available and what's not.
 It can really annoy a diner when he’s spent 10 minutes looking at the menu only to be
told “Were out of that”.
 In restaurant terms this is known as “86”-ing an item.
 In the daily briefing, the chef or manager will inform the wait staff of what they are out
of or what items they have in limited quantities of.
 Give the guest your complete attention.
 Never be inpatient or at least never let it appear that way.
 Never glance anxiously around you station.
Take every guest’s order individually.
 Never stand at the head of the table and expect to take every order.
 Stand erect bending slightly forward at the hips.
 Do not kneel down to be at table height, do not lean on the back of the chair, and never sit
at a guest’s table to take an order.
Take the order clockwise around the table.
 If possible, take all of the ladies orders first and then start back around and take all of the
men’s orders leaving the host for last.
Be ready to with your menu descriptions and recommendations
 Avoid generalities (“It’s pretty”, “It’s tasty”).
 Avoid slang words (“Awesome”, Killer”).
 Use terms like fresh, light, delicate, tender, subtle, full bodied and moderately spicy.
 Never allow personal biases to enter into your descriptions or recommendations.
 If you don’t eat meat you can still recommend a meat entrée based on the
feedback of other guests.
 Making winning suggestions to a guest can help convert them into regulars.
 Making recommendations to a guest doesn’t necessarily mean suggesting the most
expensive thing on the menu.
Repeat the order to the guest only to ensure accuracy.
Use a Beverage Tray.
Always use a bar tray when serving beverages even if it is one glass.
 Carrying a tray really isn’t that difficult, it does however take practice.
 Find the center of gravity on the tray. On an empty tray it would be in the center
of the tray.
 Remember, every time you add or remove something you change the center of
gravity.
 Never load the tray while it is in your hand.

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 It is best to carry the tray with the left had so that you can serve with the right
hand. This is the technically correct method.
 It’s best to cluster all the glasses in the center of the tray.
 Leave room between the glasses so that you can grab them with your hands.
 Walk and don’t look at your tray – If you do the liquid will start to move.
Serve all food items from the left side of the guest.
 Appetizers, soup, salad, entrée and dessert.
Place, serve & remove all beverages from the right side of the guests.
 Pouring Beverages
 Cold Beverages - Water is poured directly into the glass with the glass remaining
on the table. To do this effectively you must wrap a clean napkin around the
water pitcher to prevent the condensation from dripping.
 Warm/Hot Beverages – When serving hot beverages always use a napkin. Wrap a
small portion around the handle of the coffee pot and place the rest of the napkin
between the pot and the guest.
Carrying a Banquet Tray.
 Make sure the tray is clean
 Keep uncovered dishes away from the side of the tray.
 Have a tray jack ready to receive the tray.
 A fully loaded tray can weight more than fifty pounds.
 Make sure the tray is loaded properly.
 Bend your knees and keep your back strait as you lift slide your carrying hand to the
point you have determine is the center of gravity.
 Stand using your thigh muscles to lift.
 Lift the tray with both hands holding it in front of your torso.
 Unload tray from the center or alternate from opposite sides.
 Never serve a guest directly from the banquet tray that’s held in your hand.
Place plates properly
 Place each plate on the table with fingers underneath and your thumb on the edge of the
rim. DO NOT ALLOW YOUR FINGERTIPS TO TOUCH THE TOP OF THE
PLATE!!
 The food should never shift on the plate. The food should look the same when
placed in front of the guest as it did when it left the kitchen.
 The plate should be set down so that the meat, fish or poultry is directly in front of
the guest. (The protein should be set at the 6:00 position)

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 You should carry as much plates as you are comfortable with. It should never
appear as though you are juggling them. A professional waiter always wants to
look graceful and under control.
Never auction the food
 Seats will be numbered appropriately so there can be no mistaking where each item goes.
Order of Service/Service Protocol
 Tables should be served in the following order. Women first then men and finally, the
host.
 If government ministers, other political figures or dignitaries are dining, the individual
with the highest rank, e.g. The Prime Minister, must be served first, then serve
descending in rank, e.g. Deputy Prime Minister then other government ministers. Then
women, other men at the table and then finally the host.
The Salesperson’s Guide
The difference between an “Order Taker” and a Sales Person
An “Order Taker”
 Makes Change.
 Is not in control of his section.
 Always gets the ‘Cheap’ customers.
 Uses “Are you ready to order” as a greeting.
 Is going to get a real job someday.
 When asked by unsure guests to describe menu item, replies “Its Good” to every
question.
 When a guest can’t make up their mind, grunts, “I’ll give you few more minutes”, and
walks off.
 Waits on Tables.
 Says, “Do you want an Appetizer?”
 Says, “Do you want some wine with Dinner?”
 Says, “Do you want to see the dessert menu?”
 Says, “Sorry, were out of that”. (Your Move)
 Would like to work doubles and extra shifts because they require high volume of guest to
make up the tips they need.
 Says, “If the customer would have wanted it, they would have asked for it!”
 Figures that if a customer has a menu, let him/her read it and order what he/she wants.
 Can always tell a cheap customer just by looking at them.
 Is frightened that the customer will haunt them for the rest of their lives if they suggest
appetizers or wines.
 Gets the cold and flu from work.

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A Sales Person
 Makes Money.
 Is in control.
 Makes suggestions and tips with every type of guest.
 Realizes that any section with customers is potentially profitable with suggestive selling.
 Recommends daily food and drink specials, asks questions to get a sense of what the
guest is in the mood to eat and drink.
 Realizes that you can earn as much s you are willing to suggest. There is no salary cap
on tips.
 Knows the ingredients, preparation procedures and price of every menu item.
 Recognizes when a guest is having difficulty making a decision and offers to help.
 Controls the timing ns space of his/her section.
 Points out the appetizer list and recommends at least two items.
 Says, “We’ve got a great selection of wines by the glass or bottle listed here”, shows the
guest the prices and selection and says, “I would be happy to help if you have any
questions.”
 Says, “Now we are ready for the best part of the meal, one of our great desserts. The
Soufflé is delicious and the dessert of the day is the Peanut Butter Crème Brûlée.”
 Says’ “My apologies but we sold out of that earlier, but something similar and just as
good is the….”
 Can make double the tips of an order taker with half as many customers. Works smarter,
not harder.
 Knows that to suggest is to sell and to sell is to serve.
 Understands that there are many items on the menu to choose from and most guests
appreciate a little guidance.
 Takes time to “Read” his or her guest by asking questions relative to their needs, and then
suggest only what they would like.
 Knows that the worst that can happen is that a guest says “NO THANKS.”
 Makes suggestions before the guest has to ask.
 Is vulnerable only to kryptonite and obeah.
Suggestive Selling & Maximizing Sales
People don’t like to be “SOLD.” Effective suggestive selling is subtle. You are doing the guest
a favour, looking after his best interest by offering your knowledge and expertise and making
honest recommendations.
Many of our guests would not be familiar with our menus or daily specials. As their
intermediary, you are in the position to smooth the way for a confused guest. Above all, be
sincere and honest. Always do what you truly believe is in the guests’ best interest.
Recommend items that you are certain that they will enjoy.
NEVER OVER SELL!!! Be aware of what the guest is ordering and make sure he understands
what he is getting. Suggest appetizers while the guests are studying the menu.
Always be persuasive and display complete confidence. Make suggestions so positively that the
guest wouldn’t dream of questioning your recommendation. Don’t ask a “yes or no” question.

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This requires the guest to make a decision. Remember, people come here to relax, not think. If
you display confidence and complete product knowledge the guest will trust your judgment and
allow you to take care of them.
To sell effectively you must sometimes bring a need or desire to try something to the surface.
Make sure you use the right type of language:
For Example:
 “Would you like some wine tonight?”
If the guest responds, No,” your suggestion is over before it got started.
 “Would you like to try a bottle of Hob Nob Pinot Noir with your dinner this evening? It
would be a great compliment to your Filet and your grilled Salmon.”
With this approach you have exhibited your knowledge and confidence of food and wine by
suggesting a specific bottle of wine. The guest has now developed confidence in you. This will
greatly enhance your opportunity to make this sale and make other recommendations.
Not every guest is going to buy a bottle of wine, an appetizer or a dessert, but you must
remember that we know two facts about every customer:
Every Customer:
 Is planning to spend money.
 Wants to have a good time and enjoy their meal.
If you keep these two facts in mind, you will be amazed as to how easy it is to sell, providing of
course you possess the knowledge and confidence.
Through suggestive selling you can:
 Increase check totals. The higher the check the better your chances of getting a good tip.
 Expose the customer to a new a different product that they may not have tried before.
Suggestive selling is another aspect of excellent service. It may take some time to master this
skill, but it will become natural as you build your self confidence.
Here are some basic steps to better service & maximizing sales:
1. See yourself as a service oriented sales person.
There are two great myths circulating in the food service industry today. The first one is that
“We are in the Restaurant Business.” Actually, we are in the business of retail sales. The
second great myth is that we have waiters, bar-tenders and hosts working for us. Actually,
the truth is that they are really independent professional and self motivated sales people. As
we discussed before, a sales person easily makes more money than an order taker.
E. g. Sell 10 Rum & cokes at $6.00 each per shift X 5 shifts per week X 49 weeks per year X
10% tips. The tips earned would be $1,470.00.
Now upgrade those 10 Rum & Cokes to a premium brand at $8.00 each per shift instead.
The tips earned will be $1,960.00. That is a difference of $490.00 made just by up-selling to

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a premium spirit. Again, imagine if you sold an extra two desserts or a specialty coffees or
starters per shift. All of a sudden you are earning a lot more.
2. Know your products back to front
Does this scenario sound familiar…?
Guest: How is your Duck Breast?
Waiter: It’s good.
Guest: How is the seared Tuna Nicoise Salad?
Waiter: It’s good.
Guest: How is the fresh water Snapper?
Waiter: It’s good too.
Guest: #@!&!
When a guest appears indecisive, or they ask questions like “How’s the Steak?” they are begging
for some guidance or reassurance that their waiter can help them out a little.
Guests get very anxious when ordering, hoping they made the right choice. Customers expect
wait staff and bartenders to be experts on the food and beverage that the restaurant offers… That
is why you work here and they don’t.
 Every waiter should know the basic ingredients of each food and beverage item that the
restaurant sells.
 Every waiter should know all the ingredients and how they are prepared.
 Every waiter should know the price of each item on the menu.
 Every waiter should know how suggesting a particular item will benefit the guest.
Remember, when in doubt, find out.
3. Guide your guest & recognize your opportunities to sell.
Opportunity # 1. Initial greeting and Beverage offering:
What to suggest first: Aperitifs, juice, cocktails, beer, wine etc. Remember every beverage
order should be followed by an open ended question to upgrade that drink. For example, if
the customer orders a vodka & tonic, ask “Would you like Grey Goose or Ciroc sir? Before
you leave that table, point out the daily specials and appetizers.
Opportunity # 2. The Appetizer offering:
What to suggest first: Recommend at least two appetizers.
Opportunity # 3. The Entrée offering:
What to suggest first: The daily specials or entrees, then take the order. Before you leave
that table remind the guest about our fabulous desserts e.g. “Make sure you guys leave room
for the Vanilla Bean Crème Brûlée, it’s the perfect way to finish your meal.”

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Opportunity # 4. The Wine offering:
The period before the starter arrives is the longest delay diners face and the perfect time to
suggest wine. Wine should also be suggested in the initial greeting.
What to suggest first: Wine by the bottle or glass. To find out the guest’s preference, try
these simple questions.
1. “Have you had a chance to look over the wine list?”
2. “Do you prefer red or white wine?”
3. “Do you prefer a dry or sweeter wine?”
These simple questions allow you to find out what kind of wine your guests prefer and
which to suggest. That way the guest feels like they made the decision when actually, you
helped to make it for them. Always remember to offer a second bottle while serving the
remainder of the first.
Opportunity # 5. Dessert & after dinner offering:
What to suggest first: Desserts, Coffee, Specialty Drinks, Liqueurs, Aged Rums or Cognacs
and cigars. Recommend a cup of coffee with every dessert.
REMEMBER – Find out what your guests are in the mood for by asking questions like-
“May I offer you something to drink, a glass of wine or a cocktail?”
“Are you really hungry or would you like something light?”
“Do you know what you would like to order? If you have any questions I would be glad to
assist. The seared Tuna Nicoise looks fantastic today!”
4. Use the right words and body language.
In foodservice there are right and wrong phrases to use when serving customers. Some
words and phrases make our guest feel comfortable and some will make them feel like they
are bothering you by taking up space at the bar or table.
Here are a couple of phrases which are in appropriate:
 “Can I help you?” (Never be abrupt or snappy)
 “Just one for dinner?” (Don’t offend single patrons, they can be some of our best
customers)
 “What do you want buddy?” (Not a wise guy for a bartender that’s for sure)
 “You don’t want any wine with dinner?” (Why would I want anything that would
make my food taste better?”)
 “Do you want any dessert?” (Don’t bother to tell me what you have)
 “You want something to drink?” (Probably? What do you have?)
 “Do you want an appetizer?” (Is there a choice or a selection?)
 “Do you want another?” (Do you remember what I was drinking?”)
 “What was that you were drinking?” (I didn’t think so)

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Questions like the ones above only serve the need of the person asking, not the guest. Try to
keep the guests point of view in mind. These phrases reflect service indifference and they
limit sales opportunities. Never ask questions which can be answered with a yes or no. For
example, “Do you want wine with your meal?”
Always ask questions which will offer a choice or ask them their preferences. For example:
“The Joseph Drouhin Meursault and the Duckhorn Sauvignon Blanc would both go well with
your snapper sir. Which would you prefer?”
Use descriptive adjectives. Listen to the two following descriptions of a dish called a
seafood gumbo casserole.
 Description #1: “Its seafood gumbo baked into a casserole.”
 Description #2: “The seafood gumbo casserole? It’s 4 ounces of Maryland blue crab
and fresh bay scallops, sautéed in white wine with snow peas, mild peppers and a
basil cream sauce.”
See the huge difference?
People always remember the first and last thing you say. Through suggestive selling you can
maximize sales, thus maximizing your earning potential.
Specials
Daily specials should be discussed in each pre-shift briefing.
We offer daily specials for three reasons:
1. To add variety to the menu.
2. To allow customers to have the best of seasonal items.
3. To allow us to test items for future menu development.
Specials may include beverages, appetizers, salad, entrée or dessert item. In addition to placing a
“Special Menu” in the restaurant menu, you as a waiter will present the specials verbally. This
enables you to describe them thoroughly and answer any questions that the guest may have.
When presenting the specials you should start with drink specials, then appetizers, soups entrées.
Dessert specials, although they will be included on the special menu would be presented again
after the entrée when the dessert menu is presented.
Bad Example: “Tonight we have a New York Strip with vegetable medley.”
Good Example: “Featured this evening is a tender New York Strip; wood fired and served with
fresh sautéed veggies. The blend of hickory and oak add to the flavor of the already juicy steak,
complimented with a crisp combination of baby carrots, bok choy and cauliflower.”
It is obvious which of these descriptions sounds more appetizing and reflects your confidence in
the special.

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Cooking Times & Timing Issues
Once an order is sent into the kitchen, the Amuse Bouche will be sent out or preparation of the
first course will begin. The expediter will fire each individual course based on information
relayed to him from the waiter through the runner. Our guests’ experience is heavily dependent
upon your awareness of the arrival of the drinks and the food from the time they are seated. If by
chance you have a long ticket time, do not hide from your table. Notify a manager immediately
and they will expedite the situation.
When a table has to wait longer than they should for their food we don’t just apologize. Offer
them some more bread or seek a manager’s approval to offer them another drink.
In the case where the kitchen is woefully out of sync, bread or a beverage may not be sufficient.
Notify the Manager about the situation, they have the authority to do whatever is needed to try
and make amends for a bad dining experience.
The Dining Room Brigade
Manager/Maître d'
 Responsible for the overall atmosphere and management of the restaurant.
Supervisor
 Responsible for assisting the Manager/Maître d' with all aspects of restaurant operation.
Hostess
 This position is assisted directly by the Manager/Maître d’ and supervisor.
 Responsible for initial contact and greeting and seating the guests as well as co-
coordinating the balance of guests in the restaurant.
 Responsible for ensuring that guests in the lounge are comfortable while they.
 Responsible for taking orders.
Waiter
 Never leaves the Dining Room
 Responsible for serving hors d'oeuvres & canapés.
 The Waiter is always in the sight of the guest and is their main contact.
 The Waiter is primarily responsible for the station and is assisted by the Runner.
 The Waiter must have profound knowledge of the menu and food & wine in general and
should be able to translate that knowledge into language that is understandable to each
and every guest.

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Runner
 The Runner is the Waiter’s Lieutenant.
 Duties include regular tableside maintenance such assisting with water service, retrieving
drinks from the bar, clearing plates as well as assisting the waiter while he/she is
occupied with other tables.
 Occasionally, the Runner will take drink, dessert or coffee orders, but the dinner order,
(because of its importance and intricacy) is usually taken by the Waiter
The Runner helps to co-ordinate the firing of menu course items and the timely delivery
of the food.
Bartender
 Responsible for all beverage service including but not limited to taking and deliver
beverage orders and wine/champagne service.
 Responsible for the overall operation of the bar, including the production and of all
alcoholic & non-alcoholic beverages.
Critical Service Points
You will find that the Sequence of Service varies from one restaurant to another. In general
though, there are points in the meal where timing is most critical. These points are called….
Critical Service Points:
 Initial Contact
 Contact should be made immediately upon spotting a guest at the entrance.
 Service of First Beverage
 Water should be poured immediately & first Beverage should be served within 5
minutes of being seated.
 Service of First Course
 First Course should be served within 10 minutes of ordering.
 Check Presentation
 Check should be presented immediately upon recognition of guests’ preparedness
to settle bill.

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Three T’s of Service
Technique
 Guest try new restaurants for many reasons, but they come back for only one. They like
what they have experienced. Either superior service or outstanding food, or a
combination of both.
 Consistency is essential to the creation of repeat business. Customers expect the same
high level of service every time they visit.
 Rather than ask “Is everything ok?” or “Is everything all right?”, and put the guest on the
spot while they mentally review the entire meal the waiter should ask “Is there anything
else I can get for you?” (Of course, when a guest has a mouthful of food, it is the wrong
time to ask anything.)
 Waiters should treat guests as they themselves would like to be treated, putting
themselves in the guests place and imagining what would be needed at each stage of the
meal. Need anticipation impresses the guest and makes the waiter’s job easier. It allows
the server to control the flow of work rather than having to play catch-up.
 BE PRO-ACTIVE NOT RE-ACTIVE - The waiter has the advantage of having seen, and
tasted the dishes on the menu along with having observed the needs of other diners.
Using this knowledge to prevent problems is vastly preferable to trying to correct
problems after the fact.
Timing in the dining room means always having everything in place before it is needed.
 The flatware for each course should be set before the course is served.
 The Wine that is meant to accompany the main course should be poured before that
course leaves the kitchen.
 Good timing means food is served when it is at its best – cold foods are delivered cold,
hot foods served piping hot. The waiter should be able to accomplish these tasks in a
timely, easy and comfortable manner without communicating any sense of haste to the
customer.
Teamwork
 The success of any restaurant depends on all of the stations running smoothly. In a busy
restaurant, there is nothing more frustrating for a waiter than having to wait for: coffee to
brew, more ice, or for something that was supposed to be stocked by another member of
staff before service. If one person in the restaurant fails to complete his/her job, everyone
is affected. Bad service in another server’s station will impact the restaurant’s reputation,
diminishing everyone’s chances of success. Waiters need to help each other out, whether
it is assisting in serving a table, starting another pot of coffee, if it is getting low, or
pouring water at other waiters’ tables if necessary.

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Wine Service
Wine Service Sequence
 Pour approx. 4 ½ ounces per glass.
 Women first, then men, then host.
 Place remainder of the wine in an iced wine cooler if it is white wine. Red wine
should be place in front of the host with the label facing him.
If wine is un-acceptable
GET A MANAGER
immediately.

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Variations
Red Wine
 Bring to the table as soon as possible after taking the order and open so that it can breathe
if need be.
 Red wine should be served at approx between 62°F to 68°F and will be slightly chilled
when it is retrieved from the wine cellar. Do not chill in an ice bucket unless requested.
Second Bottle – Same Wine
 Give the host the option of re-sampling.
 Give the option of fresh glassware for everyone.
Second Bottle – Different Wine
 Always present fresh glassware
Two wines simultaneously
 Host or whoever will be tasting gets two glasses.
 Host or whoever will be tasting will sample both wines before pouring to the rest of the
party.
 All members of the party must be given a choice of either.
Alcohol Service Awareness
As an alcohol beverage service outlet we are committed to sensible, socially responsible
consumption of alcohol. It is our responsibility to ensure the safety of our customers by properly
education our employees about proper service and management of alcohol. We want our
customers to enjoy alcoholic beverages in moderation, but if a customer shows sign of drinking
too much, a manager or supervisor should be informed immediately.
To serve or not to serve?
By understanding and fulfilling your responsibilities……
Your Role:
 Observe
 Monitor
 Report
Assisted by the guidance and support of management…..
Your Manager’s Role:
 Confirm
 Confront
 Resolve

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With adherence to the law….
1. We will not knowingly allow anyone on our staff that is under the age of 18 to
serve or dispense alcohol.
2. We will not serve alcoholic beverages to an openly intoxicated person.
3. We will not serve alcoholic beverages to anyone under the age of 18.
4. We will make a reasonable attempt to prevent obviously intoxicated persons
from driving.
5. We will create an atmosphere that promotes responsible drinking.
Responsible service of alcohol requires a team effort. Always watch for signs of intoxication. If
there is any question, avoid further service and report to a manager who will make the final
decision and determine whether the guest should be “cut off’, remain at the restaurant or asked to
leave. Cooperation between employees and management allows us to exercise a degree of
influence on the behavior of our customers that will result in an atmosphere of responsible
drinking.
Sanitation
The responsibility of management and staff to protect the public from food borne illness is
fundamental. A food borne illness is simply a disease that is carried or transmitted to humans by
food. We are obsessed with sanitation and food safety. Due to the nature of the restaurant
business it is absolutely essential that everyone follows safe food handling procedures. This is
the one area of the restaurant where there is no compromise. Never take shortcuts on food
safety.
Why Is Sanitation Critical?
 Professional obligations to protect the health and well-being of guests and staff members
 Personal concerns to reduce the potential for harm
 Societal concerns about a restaurant’s sanitation practices
 Reputational concerns of the restaurant
 Financial Success relates to an emphasis on sanitation
 Concerns about lawsuits
Potentially Hazardous Foods (PHFs):
Some foods require temperature control because they are capable of supporting the growth of
harmful microorganisms. These foods are called potentially hazardous foods or PHFs. PHFs
include food of animal origin (such as meat and dairy products), cooked fruits and vegetables,
cooked starches (such as rice, potatoes, and pasta), soy products (such as tofu and soy milk), as
well as raw seed sprouts, cut melons, and garlic-in-oil mixtures. PHF does not include any of the
following:
 Dry foods (with water activity of 0.85 or less)
 Acidic foods (pH at or below 4.6)
 Food in an unopened hermetically sealed container that has been commercially
processed.
If PHFs have to be removed from temperature control, they shall be returned to temperature
control as soon as possible.

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Who is at risk?
Healthy adults normally recover from food borne illnesses in a couple of days to a couple of
weeks. Vulnerable populations are at an increased risk for complications resulting from food
borne illness. Examples of vulnerable populations are:
 Children (5 and under)
 Elderly (65 and over)
 Pregnant Women
 Immune Compromised Individuals (such as those on immune suppressing drugs and
chemo-therapy patients)
Risk Factors
According to the United States Centers for Disease Control (CDC), investigations of food borne
illness disease outbreaks often identify the following five risk factors that result in food borne
illness:
 Improper Hot and Cold Holding of Foods
 Holding PHF at the proper temperature is important in order to limit the growth of
bacteria. PHF stored between 40°F and 140°F may allow bacteria to grow and
reproduce enough to cause an illness.
 Rapid cooling of potentially hazardous foods is important in order to limit the
amount of time that food is in the danger zone. This is to limit the amount of
bacterial growth during cooling. Food must be rapidly cooled from 140°F to 71°F
within two hours, and then from 70°F to 41°F within four more hours. Some
possible rapid cooling methods include:
 Using an ice bath while stirring
 In shallow pans inside a refrigerator
 Divided into small portions while inside a refrigerator
 Use of ice wands
 Blast chillers
 Inadequate Cooking of Foods/Improper Cooking Temperatures
 By cooking raw meats and animal products to the proper temperatures, we ensure
that any disease causing bacteria are killed before the food is eaten. That is why it
is important to make sure that all foods are thoroughly cooked.
 Rapid Reheating of Foods is just as important as rapid cooling of foods. Rapidly
reheating foods ensures that the food spends as little time in the danger zone as
possible. This limits bacterial growth during reheating. PHF must be rapidly
reheated to 165°F within 2 hours before it can be hot held at 140°F.
 Dirty and/or Contaminated Equipment
 When utensils, equipment, or food contact surfaces become dirty or contaminated,
it is necessary to clean and sanitize them. Frequent cleaning of utensils,
equipment, and food contact surfaces is necessary in order to remove dirt and
debris. A sanitizer must also be used after cleaning in order to eliminate
any remaining bacteria.
 Sanitizing of Utensils: When using the following sanitizers, make sure that
the chemical concentration is correct:
A. Chlorine (bleach) - 100 – 200 ppm*

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B. Quaternary Ammonia - 200 – 400 ppm*
C. Heat (dishmachine) - 180°F from the manifold and 160 at the
plate level.
 Wiping Cloth Sanitation: Dirty wiping cloths can harbor disease causing bacteria.
Reusing these wiping cloths can spread the bacteria all over your kitchen. You
may either:
1. Use a clean cloth once then launder it.
2. Hold wiping cloths in a sanitizer bucket. Maintain the sanitizer solution at
the same levels used for sanitizing utensils. Change the solution when it
becomes dirty or the concentration drops below the minimum levels.
 Cross Contamination: Food can become contaminated with disease causing
bacteria through careless handling. Cross contamination occurs when food comes
into contact with animal products such as raw chicken or raw beef. Keep ready-to-
eat foods separate from raw foods and their juices. Food can be contaminated by
dirty cutting boards, utensils, preparation tables, or an employee’s hands.
To prevent cross-contamination:
1. Use separate cutting boards.
2. Store raw meats on the bottom shelves below other foods.
3. Wash and sanitize utensils and food contact surfaces.
4. Wash hands when appropriate.
5. Never mix leftovers with fresh food.
6. Sanitize thermometers after each use.
 When cleaning stationary equipment:
 Unplug equipment and make sure hands are dry.
 Disassemble.
 Wash removable parts n the dish machine.
 Wash and rinse stationary parts.
 Sanitize food contact surfaces.
 Air dry before reassembling without touching food contact surfaces.
 Poor Employee Health & Personal Hygiene
The health of your employees is important because they can affect the health of
customers. It is the responsibility of the person in charge to make sure all of the
employees who are working are healthy. Management should restrict employees from
working around food, utensils, equipment, or linens if they have diarrhea, vomiting,
fever, or sneezing and coughing that cannot be helped by medicine.
 Illnesses Include:
 Salmonella typhi.
 Salmonella spp.
 Shigella spp.
 Entamoeba histolytica.
 Escherichia coli.
 Hepatitis A virus.
 Norovirus

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Proper hand washing is critical in preventing food borne illness. Employees working
with food, utensils, or clean equipment must wash their hands periodically throughout the
day, as well as after every time they:
 Use the restroom
 Handle raw meats
 Touch their face or hair
 Eat, drink, or smoke
 Perform any activities that would contaminate the hands such as take out
the trash or wash dishes. Make sure to wash your hands thoroughly with
soap and warm water (minimum 100°F) including between your fingers
and under your fingernails. Hands must be washed for a minimum of
10-15 seconds. Dry hands with a disposable paper towel. Hand
sanitizers are good when used in addition to hand washing, but should
never be a substitute for proper hand washing. If using gloves, be sure to
change them as often as you would wash your hands if you weren’t
wearing gloves.
 Food From Unsafe Sources
To prevent a food borne illness from happening in your food facility, it is very important
that you control and eliminate these risk factors. It is equally important to keep your
facility clean, in good repair, and free of vermin such as rodents, cockroaches, or flies.
All food served from a food facility must be obtained from an approved source.
-NEVER serve, or use as an ingredient, food that has already been served to a
customer.
-ALWAYS know where your food comes from and how it was handled before
you get it.
Major cause of food borne illness:
Food borne illnesses are caused when food becomes contaminated with disease causing bacteria
or viruses. When left unchecked, they reproduce quickly to levels that can cause illness in
people. A person can become sick when they eat food containing disease causing bacteria,
viruses or toxins.
 Food left in the temperature danger zone of 40° to 140° for four or more hours.
 Keep hot foods hot and cold foods cold.
 Handle foods quickly during delivery; put refrigerated and frozen foods away as soon as
possible.
 Sloppy personal hygiene.
 Thaw foods in the refrigerator, microwave or under cold running water for not more than
2 hours, followed immediately by cooking.
 Inspect foods thoroughly for freshness and wholesomeness upon receipt.
 Food becomes contaminated when bacteria is transferred to the food by unclean hands,
dirty utensils, or when the food has come into contact with a surface that is dirty and
unsanitary that may be harboring bacteria.

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Additional Factors in Maintaining Proper Sanitation:
Dispose of waste properly
 Dispose of garbage frequently.
 Keep garbage areas clean and sealed.
 Clean & sanitize garbage cans frequently.
 Store soiled linen in a laundry bag or non-absorbing container.
Keep Insects and animals out by:
 Keeping doors closed.
 Taking garbage out frequently.
 Report any holes where animals can enter.
 Do not provide free meals to any animals.
Handle Ice properly:
 Use clean ice scoops or tongs to pick up ice. Do not use hands or glass.
 Store ice scoops or tongs in a clean container.
 Do not store food or beverages in the ice.
Store foods and equipment properly:
 Cover, label and date foods in storage.
 Never store food in open cans.
 Store new foods behind old ones (FIFO).
 Store food off the floor and away from the wall.
 Check refrigerator and freezer temperatures daily.
 Defrost freezers as necessary. Frost build up causes freezers to warm up.
 Dry goods storage areas should be cool and dry.
 Keep storage areas clean.
 Store chemicals away from food.
Safety
In addition to a clean and sanitary environment, a safe working environment is also important. It
is imperative that the restaurant be accident free. A safe restaurant takes teamwork and effort on
everyone’s part. We should be committed to maintaining a safe workplace for all employees. It
is important to be conscious about safety before an accident happens. Safety is everyone’s
responsibility and is an integral part of every employee’s job.
Preventing falls:
 Clean up spills immediately.
 Wear shoes with non skid soles.
 Keep isles clear.
 Walk, do not run.
 Follow established traffic patterns. Never enter through the exit door to the kitchen.
 Keep drawers close.

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Preventing electric shock:
 Never touch electrical equipment with wet hands or while sanding in water.
 Unplug equipment before cleaning or disassembling to avoid shock.
 Report worn or damaged plugs to your supervisor.
Lift Properly:
 Plan it - Do you need help? Where is it going? Which route is best?
 Get ready – Spread feet apart, shoulder width. Put one food slightly in front of the other.
Squat down with back straight up and keep head up. Do not bend over from the waist.
Grip the object firmly with both hands. Keep elbows and hands close to the body.
 Lift It – Straighten your knees slowly and smoothly to stand. Avoid doing this in a quick
and jerky manner. Do not lift and twist at the same time.
Preventing Cuts:
 Know how to operate equipment.
 Pay close attention when using sharp equipment. Never touch the edges of sharp blades.
 Use guards when provided.
 Use tampers to push food into equipment.
 Turn equipment off before adjusting.
 No loose sleeves, ties or dangling jewelry should be close to the equipment.
 Use knives clearly.
 Carry dishes and glassware carefully.
 Always sweep up broken glass, do not use your hands.
 Use special container to dispose of broken glass, dishes and other sharp objects.
 Remove lids entirely from cans, then dispose of them.
Preventing burns:
 Use dry potholders or towels when handling hot equipment.
 Keep pot handles turned in from the edge of the range or open flames.
 Avoid overfilling containers with hot foods.
 Open lids of pots and doors of steamers away from you to avoid steam burns.
 Warn others of hot surfaces.
 Let equipment cool before cleaning.
 Never put icy frozen foods into the fryer.
 Strike the match before turning on gas equipment to avoid flare-up.
 Never wear open toed shoes in the kitchen.
 Warn guests of hot dishes.

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Money Makers & Tip Getters
Chances are that you wish for better tips from your customers. But is there any way to control
the outcome on your end? You bet. How you treat your customers has everything to do with how
they tip you.
Make a Lasting Impression
 Step One
 Greet & welcome guest.
 Step Two
 Be friendly, because friendly people get better tips. Give your customers a warm,
genuine smile. They'll feel good about you, and you'll enjoy your job more.
 Step Three
 Anticipate the customer's needs, such as ketchup for their burger or extra napkins
for families with kids.
 Step Four
 Use humor if you're comfortable. Disarm your customers with a little joke if you
feel it's appropriate.
 Step Five
 Treat all of your customers as you would want to be treated. Don't allow personal
bias to affect the way you do your job.
 Step Six
 Remember your regular customers and learn their names. Recalling little details,
such as sugar for their coffee or salsa for their scrambled eggs, will make a good
impression.
 Step Seven
 Try a few gimmicks to help your customers remember you. Write thank-you on
the check and include a smiley-face, and remember to bring them dinner mints.
Take Orders like a Pro
 Step One
 Repeat the customer's order to make sure you've gotten it just the way they want
it. This also helps you remember any special requests.
 Step Two
 Maintain eye contact throughout and use non-offensive body language.

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Keeping the Customers Happy
 Step One
 Check on the order and report to the customer if the kitchen is slow.
 Step Two
 Look over each meal as you pick it up from the kitchen, and check for accuracy.
Remember you are the person the customer has contact with.
 Step Three
 Fix the kitchen's mistakes before you reach the customer's table with their meals.
For example, let the customer know that his steak was accidentally prepared well-
done and that a new rare steak is on its way.
How to Handle Tough Customers
 Step One
 Pay attention to your facial expressions. Don't let it show that you're peeved at the
table with the toddler who's spilled three glasses of milk. Put a smile on, do your
job extra well, and your patience may be rewarded at the end.
 Step Two
 Be professional and courteous, no matter the situation. If a customer is becoming
upset, your gentle tone may help to calm him down.
 Step Three
 Know when enough is enough. When a customer picks a fight, harasses you or is
extremely rude, step aside and bring in your supervisor or manager to handle the
situation.
Evaluate Your Performance
 Step One
 Learn from your low tips, and consider each table a learning experience.
 Step Two
 Ask yourself whether your service was slow, you may have said something
upsetting, ignored a customer's request, or turned the customer off in some other
way.
 Step Three
 Ask a co-worker to tell you where you can improve your service.

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Additional Tips & Warnings
 Be prepared to present a guided tour of the menu.
 Create menu dialogue that goes beyond a traditional description. It should contain
information about each menu item, its ingredients, how it's prepared and plated as well as
interesting information & finally an endorsement of the item.
 Entice “If you’re in the mood for beef?”
 Inform “I’d like to point out that we serve an exquisite Matsuzake Beef
Tenderloin which incorporates an infusion of Asian flavours with the tenderness
of the filet, all in one steak.”
 Endorse “It’s one of our biggest sellers & my personal favourite”
 Ask guests if they would like to have their infants or children served first.
 As guests leave their seats, crumb, refold napkins and cover any hot food remaining if
possible.
 If a utensil falls on the floor, re-present a clean utensil in an envelope folded napkin on a
tray with the handle towards the guest.
 Suggest drinks that compliment appetizers and other food items. Develop a SALES
ATTITUDE and a game plan based on product knowledge.
 When offering drink refills always suggest the drink by name. This is also a good
opportunity to UPSELL.
 TEAM: Together Everyone Achieves More. Practice team work with your fellow
employees. Give your staff mate a helping hand today. Tomorrow he or she may return
the favor. The value of working together is immeasurable.
 Smile. A common saying in the industry is, "The wattage of your smile is in direct
proportion to the amount of tips you receive." Take this saying to heart. Smiling will help
everyone you deal with be in a better mood. It’s hard to stay a grouch when confronted
with someone with a smile on their face.
 Validate customers’ choices. People like to believe they’ve made a good choice when
they order. Validate your customers’ choices. Use verbiage like, "Oh, you're going to
love the grilled salmon. It’s a specialty of our restaurant." Don't be condescending.
Reinforce the positive. If you have a favorite menu item, recommend it. People will see
your enthusiasm.
 Be a professional. Being a server is not just a job, it’s a profession. Be proud of what
you do. Being a waiter or waitress is a highly skilled occupation. The best servers are
ones that take pride in what they do. And it shows!
 Have a positive attitude. Everyone has bad days. Learn to leave your bad day at the door
when you arrive for work. It is very hard to be in a good mood when your cat just died.
Practice putting on your positive work attitude when you walk in for your shift. This
takes work but it will pay off to you both monetarily and emotionally.
 Be sincere. If you say to a deuce that just sat down, "Hello, how are you today?" Be
sincere when you say it and listen carefully to their responses. People go out to eat in

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restaurants because they want to be catered to and cared about. A customer may reply to
your query with the information that her daughter is not doing well. Be positive in your
responses. Customers will remember that they had an interaction with someone that
cared.
 Never abandon a table. Never allow the customer to see you busy with other tables
whilst ignoring theirs and never be absent until you bring the bill. This is the No. 1 way
to lose a good tip.
 Do not stare at a customer's disability, revealing dress or unusual appearance.
 Be mindful of the little things we’re used to saying, including job & restaurant lingo,
some can be offensive although not meant in an offensive manner & can create good or
bad feelings in your guests.
 Confidence is a big tip-getter. Not egotism or arrogance– confidence. Customers want
to know that you, the server, are comfortable and can handle any situation you’re given.
shyness doesn’t work in the restaurant business – come out of your shell!
 When a guest leaves cash in the check folder and you sweep by to take it to the register
never say “Do you need change?” You don’t want to be presumptuous and you don’t
want to risk irritating your guests.
 Being a waiter is being part psychologist, too. You have to understand a little about how
people think. Think about how you feel when certain things are said to you. Keeping
that in mind, I have to say the most important quality of a great waiter is sincerity. You
have to be a good person to be a good waiter – in the long run.
 Eat out, Eat out Eat out!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Restaurant 750 Operating Standards & Procedures
Minimum Standards
Reservations:
1. Was the telephone answered in three rings?
2. Was the telephone answered with the appropriate greeting?
3. Was the guest’s name obtained and used at least once during the conversation?
4. Was the dress code explained?
5. Was confirmation information repeated?
6. Did the employee thank the guest?
Beverage Service:
1. Was bottled water offered?
2. Were beverage service offered?
3. Were empty and unused glasses removed from the table?
4. Were drinks served from a tray?
5. Were drinks served within 5 minutes of order?
6. Was beer served poured in front of the guest and served in a chilled glass?
7. Was a pre-meal drink offered within 3 minutes of arrival for dinner?

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8. Did the bartender offer a drink refill within 3 minutes of glass being empty?
9. Was a barman or waiter visible at all times?
10. Did the bartender have good product knowledge of the wine list?
11. Did the waiter properly present the wine to the guest?
12. Did the waiter open the wine in front of the guest?
13. Did the waiter fill the glass ½ full?
14. Was wine served at the correct temperature?
15. If wine by the glass is ordered, did the waiter present the bottle to the guest and pour
directly from the bottle?
16. Was an additional bottle of wine offered upon completion of the first?
17. Did the bartender offer after dinner drinks?
Food Service:
1. Was guest acknowledged within 30seconds of arrival?
2. Did the waiter greet the guest by name?
3. Was menu presented within 1 minute of arrival?
4. Was at least 1 staff member present in the restaurant at all times?
5. Were canapés offered within 10 minutes of guest’s arrival?
6. Did the waiter describe the canapés correctly?
7. Were daily specials explained properly?
8. Was the staff able to answer any questions with regard to the menu and its ingredients?
9. Did the host offer chair assistance?
10. If guests leave the table at any point, did the waiter neatly fold and place the napkin?
11. Did the waiter take the order ladies first?
12. Was the order correct and complete?
13. Were all condiments in place before meal was served?
14. In the case of two people dining, were dishes served to both guests at the same time?
15. Did the waiter or bartender offer drink refills within 5 minutes of glass being empty?
16. Were dishes cleared within 5 minutes of all guests completing their meals?
17. Were desserts offered without asking?
18. Did any employee visit the table to ascertain at any point if service was satisfactory?
19. Upon leaving the restaurant was the guest thanked and acknowledged?
20. Was the bill provided within 5 minutes of being requested?

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Glossary
Index A – F&B Terms
Rare
Bloody cool center, touch of rawness.
Medium Rare
Bloody red, no rawness of meat.
Medium
Pink warm centre
Medium Well to Well
Fully cooked with no redness
Aperitif
The term used for a drink, generally alcoholic, when it is imbibed before a meal and taken either
as a palette cleanser or as an appetizer.
Appetizer
A small dish served before the main courses of a meal. In some cases the purpose is to stimulate
or tease the appetite but usually the purpose is to reduce the appetite without spoiling it for the
main meal. Although this food is characteristically served in small portions, it can be elaborately
prepared with expensive ingredients.
Back-of-The-House
Typically refers to the cooking and storage areas and the staff that works there. With the
exception of a 'show kitchen', this area is typically not visible by the guests.
Check Cover
A book or folio used by the server to transport the check or bill to the guest and to transport
payment from the table.
Eighty-six ('86')
A colloquial expression, either meaning that an item has run out or that an item should be gotten
rid of due to product expiration or menu changes.
Entrée
The term usually refers to the main course of a meal but can also mean any major course.
Expediter
The expediter is in charge of assembling the components and proper presentation of all dishes for
each table order in a timely manner to be delivered by the server or food-runner.

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Fire It!
A term used to let a cook know when to begin cooking a food item, usually paced to be timed
with an entire order.
Front-of-the-House
Typically refers to the dining area and sections of a restaurant that is viewable by dining guests.
The font-of-the-house may include bussing, server and host stations.
In the Weeds/Shit
A colloquial expression used when persons are near or beyond their capacity to handle a
situation or cannot catch up.
Line Cook
A cook who works under the direction of the chef or kitchen manager. Usually is in charge of a
specific aspect of cooking and dish preparation.
On-The-Fly
A directive given to a line cook when a food item is needed in a hurry. Usually employed when
an item is returned to be re-fired (re-cooked) or when a server forgets to place an order on time.
The term "rush-it" may also be applied in these situations.
Collins
Tall cool punch-like drinks. Any basic liquor with juice of lemon or lime, over ice cubes in a
frosted highball glass. Sugar and soda water added.
Neat
A term referring to liquor that is drunk undiluted by ice, water or mixers.
On The Rocks
A beverage served over ice without adding water or other mixers.
Proof
The measure of the strength of the alcohol. One (degree) proof equals one-half of one percent of
alcohol. For example, 100 proof equals 50% alcohol.
Straight Up
Term used to describe cocktails that are served up without ice.
Sake - Japanese wine produced from rice.
Party
A self-contained group of two or more who have gathered to dine at an eating establishment
.
Waiter/Waitress
The representative of the eating establishment that takes orders serves food and tends to the
needs of dining guests.

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Side-work
In addition to serving customers and waiting tables, the serving staff is assigned odd jobs such as
stocking, cleaning and shining silverware.
Walk-in
A refrigeration unit or freezer unit large enough for a person to physically enter through a door.
A la Carte
A type of menu in which the items are priced individually.
Cover
Refers to the amount of settings on a table at any one time. May also refer to the amount of
persons in a dining party.
Top - the number in a dining party. For example, an eight top is a dining party of eight. A three
top is a party of three.
Suggestive/Upsell - To suggest a higher priced item. "I'd like a glass of merlot, please."
suggesting Iron Horse at $12.00 a glass as opposed to the house at $8.00 a glass.
Cocktail
A beverage that combines an alcohol with a mixer.
Comp - To give something away free. Usually done by owners or managers. Also used to
smooth over problems.
Deuce - a table with only two seating spaces. For example, "Seat this two top at Table 12" See
Top.
Nuke it - to Microwave.
Shelf life - The amount of time in storage that a product can maintain quality, freshness and
edibility.
Crumbing Down
To strategically remove crumbs from the table often with the aid of a crumber.
Espresso
A strong coffee generally blended with several types of coffee ground coffee beans, brewed by
quickly forcing hot water to produce a delicious ounce or two, depending on how many shots
you're making.
Menu
A list of the dishes that may be ordered (as in a restaurant) or that are to be served.

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Proof
Refers to the alcohol content. 100 proof means that there is 50% alcohol content.
Baked
Cooked in dry heat in the oven
Boiled
Moist cooking method. Cooked in 100 degree water.
Broiled
Cooked in direct heat from above.
Fried
Cooked in hot fat.
Deep Fried
Cooked by immersing totally in hot fat.
Grilled
Cooked on a grid over direct heat, coals, mesquite or volcano rocks
Poached
Cooked in enough simmering liquid to cover the food at under 100 degrees.
Roasted
Cooked by dry heat in an oven uncovered with water added.
Sautéed
Cooked by browning in a small amount of hot fat.
Steamed
Cooked in steam with or without pressure.
Stewed
Simmering slowly in enough liquid to cover the food

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Index B – Descriptive Lines to Sell by
Appetizers are purchase because they are unique, delicious, beautiful, quick, tasty, varied
and great for sharing.
Script Suggestions:
“If you’d like something unique & delicious, I would recommend beginning with……….”
“A great appetizer to share is our…………”
“If you’d like something with a variety of flavours, I would recommend our_________”
“If you’re seeking an adventure, the ______________ is the perfect appetizer for you.”
“If time is a concern, the ____________ is quick & tasty.”
Soups are purchased because they are warming or cooling, soothing, healthful and hard to
make at home.
Script Suggestions:
“The Chefs ________________ is guaranteed to thaw out a polar bear.”
“Cooling refreshing & delicious, our homemade _______________ is perfect for a hot
day like today.”
“Guests rave about our homemade______________.”
“And if you’re in the mood for something hearty and nutritious, The Chef’s ________ is
just what the doctor offered.”
“Our Chef’s ___________ is the talk of the town.”

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Salads are purchased because they are cool refreshing, light, fresh, crisp, colourful and
healthy.
Script Suggestions:
“Our Carambola House Salad is prepared with a refreshing blend of……………………..”
“One of our most popular salads is the……………………”
“Light & healthful, our___________ is a colourful blend of……..”
“As a beginner I would like to suggest our fresh, crisp and colourful………..”
Entrees are purchased because they are filling, satisfying, flavourful and heart healthy.
Script Suggestions:
“If you’re really hungry, I’d recommend”
“And for the main attraction, I would like to suggest our”
“And if you would like to really treat yourself, I wouldn’t want you to miss
our……………..”
“A flavourful & heart healthy selection in our……………….”
Desserts are purchased because they are sensuous, sinful, sweet, decadent, luxurious, rich,
delectable, velvety, creamy and because they treat the child inside.
Script Suggestions
“And for the grand finale, one of our house favourities is our creamy, homemade………”
“Now that it’s time to treat yourself, I wouldn’t want you to miss………………
“And for those with a passion for chocolate, we feature our rich, dark, velvety…………”
“A perfect way to end your celebration or this sensational dining experience would be to
share a slice of…………..”

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Index C – Descriptive Words & Phrases
Accompanied by
Continue with
Delicate
Drizzled with
Exceptional
Featured
Cooling
Delicious We offer
Bursting With
Fluffy
Generous
Home made
In addition to
Juicy
Perfection
Recommend
Satisfying
Soothing
Suggest
Tempting
Varied
Colourful
Crisp
Excellent
Fabulous
Healthy
Spicy Special
Taste tingling
Tender
Warm
Broiled
Chilled
Baked
Chopped
Filet
Minced
Diced
Decadent
Velvety
Luxurious
Delectable
Creamy
Rich
Tasty
Thirst Quenching
Filling
Fresh
Infused with
Luscious
Moist
Outstanding
Prepared with
Refreshing
Scrumptious
Most Popular
Perfect
Rich
Seasoned with
Sliced
Flavourful
Fruity
Interested in
Light
Medley of
Icy
Exotic

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Carambola Beach Club
Professional Service Training Manual
Index D – Wine Producing Regions, Wine Terminology & Grape Information
Main wine Producing Regions of the world ranked by production volume in 2009
 1 Italy
 2 France
 3 Spain
 4 UnitedStates
 5 China
 6 Argentina
 7 Australia
 8 SouthAfrica
 9 Chile
 10 Germany
 11 Romania
 11 Portugal
 13 Russia
 14 Greece
 15 Brazil
 16 Hungary
 17 Austria
 18 Ukraine
 19 Serbia
 20 NewZealand
 21 Bulgaria
 22 Moldova
 23 Macedonia
 24 Switzerland
 25 Croatia
 26 Uruguay
Wine Terminology
Acetic: Wines, no matter how well made, contain quantities of acetic acidity that have a
vinegary smell. If there is an excessive amount of acetic acidity, the wine will have a vinegary
smell and be a flawed, acetic wine.
Acidic: Wines need natural acidity to taste fresh and lively, but an excess of acidity results in an
acidic wine that is tart and sour.
Acidity: The acidity level in a wine is critical to its enjoyment and livelihood. The natural acids
that appear in wine are citric, tartaric, malic, and lactic. Wines from hot years tend to be lower in
acidity, whereas wines from cool, rainy years tend to be high in acidity. Acidity in a wine can

46
preserve the wine's freshness and keep the wine lively, but too much acidity, which masks the
wines flavors and compresses its texture, is a flaw.
Aftertaste: As the term suggests, the taste left in the mouth when one swallows is the aftertaste.
This word is a synonym for length or finish. The longer the aftertaste lingers in the mouth
(assuming it is a pleasant taste), the finer the quality of the wine.
Aggressive: Aggressive is usually applied to wines that are either high in acidity or have harsh
tannins, or both.
Angular: Angular wines are wines that lack roundness, generosity, and depth. Wine from poor
vintages or wines that are too acidic are often described as being angular.
Aroma: Aroma is the smell of a young wine before it has had sufficient time to develop nuances
of smell that are then called its bouquet. The word aroma is commonly used to mean the smell of
a relatively young, unevolved wine.
Astringent: Wines that are astringent are not necessarily bad or good wines. Astringent wines
are harsh and coarse to taste, either because they are too young and tannic and just need time to
develop, or because they are not well made. The level of tannins (if it is harsh) in a wine
contributes to its degree of astringency.
Austere: Wines that are austere are generally not terribly pleasant wines to drink. An austere
wine is a hard, rather dry wine that lacks richness and generosity. However, young Rhônes are
not as austere as young Bordeaux.
Backward: An adjective used to describe (1) a young largely unevolved, closed, and
undrinkable wine, (2) a wine that is not ready to drink, or (3) a wine that simply refuses to
release its charms and personality.
Balance: One of the most desired traits in a wine is good balance, where the concentration of
fruit, level of tannins, and acidity are in total harmony. Balanced wines are symmetrical and tend
to age gracefully.
Berrylike: As this descriptive term implies, most red wines have an intense berry fruit character
that can suggest blackberries, raspberries, black cherries, mulberries, or even strawberries and
cranberries.
Big: A big wine is a large-framed, full-bodied wine with an intense and concentrated feel on the
palate. Most red Rhône wines are big wines.
Blackcurrant: A pronounced smell of blackcurrant fruit is commonly associated with certain
Rhône wines. It can vary in intensity from faint to very deep and rich.
Body: Body is the weight and fullness of a wine that can be sensed as it crosses the palate. full-
bodied wines tend to have a lot of alcohol, concentration, and glycerin.

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Bouquet: As a wine's aroma becomes more developed from bottle aging, the aroma is
transformed into a bouquet that is hopefully more than just the smell of the grape.
Brawny: A hefty, muscular, full-bodied wine with plenty of weight and flavor, although not
always the most elegant or refined sort of wine.
Brilliant: Brilliant relates to the color of the wine. A brilliant wine is one that s clear, with no
haze or cloudiness to the color.
Browning: As red wines age, their color changes from ruby/purple to dark ruby, to medium
ruby, to ruby with an amber edge, to ruby with a brown edge. When a wine is browning it is
usually fully mature and not likely to get better.
Carbonic Maceration: This vinification method is used to make soft, fruity, very accessible
wines. Whole clusters of grapes are put into a vat that is then filled with carbonic gas. This
system is used when fruit is to be emphasized in the final wine in contrast to structure and tannin.
Cedar: Rhône reds can have a bouquet that suggests either faintly or overtly the smell of
cedarwood. It is a complex aspect of the bouquet.
Chewy: If a wine has a rather dense, viscous texture from a high glycerin content, it is often
referred to as being chewy. High-extract wines from great vintages can often be chewy, largely
because they have higher alcohol hence high levels of glycerin, which imparts a fleshy
mouthfeel.
Closed: The term closed is used to denote that the wine is not showing its potential, which
remains locked in because it is too young. Young wines often close up about 12-18 months after
bottling, and depending on the vintage and storage conditions, remain in such a state for several
years to more than a decade.
Complex: One of the most subjective descriptive terms used, a complex wine is a wine that the
taster never gets bored with and finds interesting to drink. Complex wines tend to have a variety
of subtle scents and flavors that hold one's interest in the wine.
Concentrated: Fine wines, whether they are light-, medium-, or full-bodied, should have
concentrated flavors. Concentrated denotes that the wine has a depth and richness of fruit that
gives it appeal and interest. Deep is a synonym for concentrated.
Corked: A corked wine is a flawed wine that has taken on the smell of cork as a result of an
unclean or faulty cork. It is perceptible in a bouquet that shows no fruit, only the smell of musty
cork, which reminds me of wet cardboard.
Cuvée: Many producers in the Rhône Valley produce special, deluxe lots of wine or a lot of
wine from a specific grape variety that they bottle separately. These lots are often referred to as
cuvées.

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Decadent: If you are an ice cream and chocolate lover, you know the feeling of eating a huge
sundae of rich vanilla ice cream lavished with hot fudge and real whipped cream. If you are a
wine enthusiast, a wine loaded with opulent, even unctuous layers of fruit, with a huge bouquet,
and a plump, luxurious texture can be said to be decadent.
Deep: Essentially the same as concentrated, expressing the fact that the wine is rich, full of
extract, and mouth filling.
Delicate: As this word implies, delicate wines are light, subtle, understated wines that are prized
for their shyness rather than for an extroverted, robust character. White wines are usually more
delicate than red wines. Few Rhône red wines can correctly be called delicate.
Demi-Muid: 650-liter Burgundy barrels which are essentially the equivalent of three regular
barrels.
Diffuse: Wines that smell and taste unstructured and unfocused are said to be diffuse. When red
wines are served at too warm a temperature they often become diffuse.
Double Decanting: This is done by first decanting the wine into a decanter and then rinsing the
original bottle out with non-chlorinated water and then immediately repouring the wine from the
decanter back into the bottle. It varies with the wine as to how long you cork it.
Dumb: A dumb wine is also a closed wine, but the term dumb is used more pejoratively. Closed
wines may need only time to reveal their richness and intensity. Dumb wines may never get any
better.
Earthy: May be used in both a negative and a positive sense; however, I prefer to use earthy to
denote a positive aroma of fresh, rich, clean soil. Earthy is a more intense smell than woody or
truffle scents.
Elegant: Although more white wines than red are described as being elegant, lighter-styled,
graceful, balance red wines can be elegant.
Extract: This is everything in a wine besides water, sugar, alcohol, and acidity.
Exuberant: Like extroverted, somewhat hyper people, wines too can be gushing with fruit and
seem nervous and intensely vigorous.
Fat: When the Rhône has an exceptionally hot year for its crop and the wines attain a super sort
of maturity, they are often quite rich and concentrated, with low to average acidity. Often such
wines are said to be fat, which is a prized commodity. If they become too fat, that is a flaw and
they are then called flabby.
Flabby: A wine that is too fat or obese is a flabby wine. Flabby wines lack structure and are
heavy to taste.

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Fleshy: Fleshy is a synonym for chewy, meaty, or beefy. It denotes that the wine has a lot of
body, alcohol, and extract, and usually a high glycerin content. Châteauneuf-du-Pape and
Hermitage are particularly fleshy wines.
Floral: Wines made from the Muscat or Viognier grape have a flowery component, and
occasionally a red wine will have a floral scent.
Focused: Both a fine wine's bouquet and flavor should be focused. Focused simply means that
the scents, aromas, and flavors are precise and clearly delineated. If they are not, the wine is like
an out-of-focus picture-diffuse, hazy, and possibly problematic.
Forward: An adjective used to describe wines that are (1) delicious, evolved, and close to
maturity, (2) wines that border on being flamboyant or ostentatious, or (3) unusually evolved
and/or quickly maturing wines.
Foudre: Large oak barrels that vary enormously in size but are significantly larger than the
normal oak barrel used in Bordeaux or the piece used in Burgundy. They are widely used in the
Rhône Valley.
Fresh: Freshness in both young and old wines is a welcome and pleasing component. A wine is
said to be fresh when it is lively and cleanly made. The opposite of fresh is stale. fruity: A very
good wine should have enough concentration of fruit so that it can be said to be fruity.
Fortunately, the best wines will have more than just a fruity personality.
Full-Bodied: Wines rich in extract, alcohol, and glycerin are full-bodied wines. Most Rhône
wines are full-bodied.
Garrigue: In the southern Rhône Valley and Provence, this is the landscape of small slopes and
plateaus. This Provençal word applies to these windswept hilltops/slopes inhabited by scrub-
brush and Provençal herb outcroppings. The smell of garrigue is often attributed to southern
Rhône Valley wines. Suggesting more than the smell of herbes de Provence, it encompasses an
earthy/herbal concoction of varying degrees of intensity.
Green: Green wines are wines made from underripe grapes; they lack richness and generosity as
well as having a vegetal character. Green wines are infrequently made in the Rhone, although
vintages such as 1977 were characterized by a lack of ripening.
Gran Reserva: A Spanish term used for wines that are aged in wood and bottles for at least five
years prior to release.
Grand Cru: French for "great growth", denotes the very best vineyards.
Hard: Wines with abrasive, astringent tannins or high acidity are said to be hard. Young
vintages of Rhône wines can be hard, but they should never be harsh.
Harsh: If a wine is too hard it is said to be harsh. Harshness in a wine, young or old, is a flaw.

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Hedonistic: Certain styles of wine are meant to be inspected; they are introspective and
intellectual wines. Others are designed to provide sheer delight, joy, and euphoria. Hedonistic
wines can be criticized because in one sense they provide so much ecstasy that they can be called
obvious, but in essence, they are totally gratifying wines meant to fascinate and enthrall-pleasure
at its best.
Herbaceous: Many wines have a distinctive herbal smell that is generally said to be herbaceous.
Specific herbal smells can be of thyme, lavender, rosemary, oregano, fennel, or basil and are
common in Rhône wines.
Herbes de Provence: Provence is known for the wild herbs that grow prolifically throughout
the region. These include lavender, thyme, sage, rosemary, and oregano. It is not just an
olfactory fancy to smell many of these herbs in Rhône Valley wines, particularly those made in
the south.
Hollow: Also known as shallow, hollow wines are diluted and lack depth and concentration.
Honeyed: A common personality trait of specific white Rhône wines, a honeyed wine is one that
has the smell and taste of bee's honey.
Hot: Rather than meaning that the temperature of the wine is too warm to drink, hot denotes that
the wine is too high in alcohol and therefore leaves a burning sensation in the back of the throat
when swallowed. Wines with alcohol levels in excess of 14.5% often taste hot if the requisite
depth of fruit is not present.
Inox Vats: This is the French term for stainless steel vats that are used for both fermentation and
storage of wine.
Intensity: Intensity is one of the most desirable traits of a high-quality wine. Wines of great
intensity must also have balance. They should never be heavy or cloying. Intensely concentrated
great wines are alive, vibrant, aromatic, layered, and texturally compelling. Their intensity adds
to their character, rather than detracting from it.
Jammy: When wines have a great intensity of fruit from excellent ripeness they can be jammy,
which is a very concentrated, flavorful wine with superb extract. In great vintages such as 1961,
1978, 1985, 1989, 1990, and 1995, some of the wines are so concentrated that they are said to be
jammy.
Leafy: A leafy character in a wine is similar to a herbaceous character only in that it refers to the
smell of leaves rather than herbs. A wine that is too leafy is a vegetal or green wine.
Lean: Lean wines are slim, rather streamlined wines that lack generosity and fatness but can still
be enjoyable and pleasant.
Lively: A synonym for fresh or exuberant, a lively wine is usually young wine with good acidity
and a thirst-quenching personality.

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