If you love to work in restaurant, here is what you should know

2. Welcome!

3. Breakfast Attendant
As a breakfast attendant, you are responsible for:
• Preparing for service
• Setting the food display buffet for service
• Welcoming and greeting guests
• Creating a friendly atmosphere where guests can enjoy themselves
• Observing guests to ensure satisfaction with food and responding to special
requests
• Tending to guests appropriately when there is a service failure
• Clearing, sanitizing, and cleaning tables when guests depart
• Maintaining proper stock levels and cleanliness on the food service buffet
• Following food safety and handling procedures and compliance regulations
• Adhering to all hotel safety and security policies and procedures
• Maintaining superior standards of quality, service, and cleanliness in the
breakfast are and preparation areas, including a neat and organized
workspace and uniform
• Helping coworkers as needed

4. Course
Structure
1. All Employee Knowledge
2. Position-specific knowledge:
Breakfast Attendant
3. Job breakdowns: Breakfast
Attendant

5. All Employee Knowledge:
Learning Objectives

6. List List your property’s fact sheet information.
List List employee policies that affect you.
Understand Understand your property’s social media policy.
Identify Identify property standards and policies regarding uniform.
Understand Understand property standards for personal appearance.

7. Differentiate Differentiate between routine and urgent maintenance and describe the
purpose of each.
Define Define guidelines for the use of property facilities.
Explain Explain the purpose of the Manager on Duty (MOD).
Identify Identify airport and local transportation options.
List List property policies regarding parking, pets, and guest reservations.

8. Identify Identify procedures and safety equipment that protects against bloodborne
pathogens.
Understand Understand procedures to follow in case of emergency.
Explain Explain your role in your property’s security.
Explain Explain property recycling programs and procedures.
Discuss Discuss property lost and found procedures.

9. Understand Understand the role online reviews play in the success of your property.
Recall Recall ways to provide exceptional guest service.
Describe Describe best practices for assisting guests with disabilities.
Understand Understand safe lifting guidelines.
Describe Describe OSHA regulations that pertain to your position at the property.

10. Identify Identify procedures for dealing with guests under the influence of alcohol.
Explain Explain the significance of VIPs.
List
List the locations of points of interest guests might inquire about on and
off your property.
Identify Identify ways to handle and resolve guest requests and complaints.
Explain
Explain policies on guest communication, including telephone and elevator
courtesy.
Identify Identify best practices for working with your team and other departments.

11. All Employee
Knowledge
1. Employee Responsibilities
2. Your Property
Safety Regulations
Quality Guest Service

12. Employee Responsibilities

13. Personal Appearance
Uniforms
Social Media and Phone
Policies
Employee Policies

14. Your Property

15. Your Property’s Fact Sheet
Property Policies
Airport/Local Transportation
Manager on Duty
Use of Property Facilities
Lost and Found
Recycling

16. Safety Regulations

17. Security and Safety Awareness
Emergencies
Bloodborne Pathogens
OSHA Regulations
Safe Work Habits
The Americans with
Disabilities Act

18. Quality Guest Service

19. The Power of the Guest Story
Reputation Management
Teamwork and
Communication with Other
Departments
Guest Communication
Handling and Resolving Guest
Requests and Complaints
Escorting Guests and Giving
Directions
VIPs
Dealing with Guests Under
the Influence of Alcohol

20. Position-Specific Knowledge:
Learning Objectives

21. List List the big eight food allergies, and define gluten intolerance.
Demonstrate Demonstrate how to treat departing guests in the breakfast area so that
guests will end their stays on a positive note.
Discuss Discuss how breakfast attendants can use intuition, empathy, and initiative
to bring delight to guests and provide exceptional guest service.
List List the stages of the guest cycle, and explain how the breakfast area fits
into those stages.
Describe Describe the importance of breakfast and the role that the breakfast
attendant plays.

22. Explain Explain how to safely prepare and carry service trays and tubs.
Describe Describe how to set up sidestations.
Review Review your property’s policies and procedures on food illness incident
reporting.
Describe Describe how to properly handle food from receiving to service.
Discuss Discuss sanitation regulations breakfast attendants must follow, including
keeping foods out of the temperature danger zone.
Define Define cross contamination and foodborne illnesses, and discuss how to
avoid them.

23. List List your property’s tipping policies.
Explain Explain how to maintain tables throughout a meal.
Review Review how to professionally and appropriately interact with guests during
breakfast.
Describe Describe the proper way to display breakfast items at your property.
List List various types of glassware, dishware, cutlery, and linens used at your
property.

24. Position-Specific
Responsibilities
1. Getting to Know the
Breakfast Attendant
2. Pre-Meal Preparation
During the Meal

25. Getting to Know the
Breakfast Attendant

26. What is a Breakfast
Attendant?
Working as a Team
Kitchen Safety
Health Department and
Sanitary Regulations
Restaurant Menus
Food Preparation Terms and
Timing
Food and Beverage
Equipment Terms

27. Pre-Meal Preparation

28. Sidestations
Trays and Tubs
Glassware Types and Uses
Dishware
Cutlery
Linens Terms

29. During the Service

30.  Approach Guests
Anticipate Guest Needs
Interact with Guests During
Breakfast
Respond to Dissatisfied
Guests
Maintain Tables
Check Stations
Tipping Policies

31. Job Breakdowns

32. Pre-Meal
Use Trays and Tubs
Check Salt and Pepper Shakers and Grinders
Check Sugar Caddies
Check Condiments
Set Up Serviceware
Prepare Lemons and Garnishes
Set Up Dry Goods Stations
Set Up Hot Beverage Stations
Set Up Cold Beverage Stations
Set Up Hot Foods Stations
Set Up Cold Foods Stations
Prepare Signs, Easels, or Boards
Set Up Ice Buckets/Trays
Set the Center of the Table
Handle Trash Cans

33. Welcome Guests
Maintain the Buffet
Help with Guests
Maintain and Clear Tables
During the Meal

34. Clear and Reset the Table
Break Down Stations
Clean and Sanitize Equipment and Prep
Area
Conduct Inventory
Complete End-of-Shift Duties
After the Meal
End-of-Shift