WELCOMEWELCOME

BASIC WAITERING BASIC WAITERING SEMINARSEMINAR

Classroom Standard Stay On Task - We have a lot of materials to cover in a short amount of time Enthusiasm and Participation are Essential - This is a cooperative environment; when you are missing everyone suffers. Be on Time -To Class and from Break Be Respectful -To your self and to others -To the equipment and the program Give Constructive Feedback and Sincere Praise -Success should be Recognized and Rewarded -Areas that need improving should be discussed to make the group more

effective Be a Good Teacher and Listener -Promote positive interdependence, individual accountability, group

participation, and Social Skills Development is a Major Part of Your Job -The more you know, the more effective you will be when you perform your

required task. Cell phone is an Essential Tool of Communication -Please Switch it “ OFF” -Be Focused and be part of the Team

QUALITIES OF A WAITERQUALITIES OF A WAITER

►HARDWORKINGHARDWORKING►FLEXIBLEFLEXIBLE►HONESTHONEST►RESOURCEFULRESOURCEFUL►GOOD LISTENERGOOD LISTENER►SALESMANSALESMAN►LOTS OF COMMON SENSELOTS OF COMMON SENSE►HYGIENIC & WELL-GROOMEDHYGIENIC & WELL-GROOMED

SERVICE SEQUENCESERVICE SEQUENCE

Welcoming GuestsWelcoming Guests Guiding and seating Guiding and seating

the Guest/s.the Guest/s. Check comfort and Check comfort and

seating seating arrangementarrangement

Menu PresentationMenu Presentation Order TakingOrder Taking Suggestive SellingSuggestive Selling Repeat Order/sRepeat Order/s

Placing Order/s to Placing Order/s to System and KitchenSystem and Kitchen

Quality CheckingQuality Checking Food PresentationFood Presentation Check SatisfactionCheck Satisfaction Offer Dessert and Offer Dessert and

DrinksDrinks Presenting the BillPresenting the Bill Thank the Guest/sThank the Guest/s

Welcoming GuestWelcoming Guest

Greet Guest/s with a SMILEGreet Guest/s with a SMILE Welcome Guest to the OutletWelcome Guest to the Outlet Ask if they have a ReservationAsk if they have a Reservation Ask Guest preference (SMOKING or Ask Guest preference (SMOKING or

NON-SMOKING)NON-SMOKING) Guide Guest to Table Preference (use Guide Guest to Table Preference (use

open palm)open palm)

Guiding InGuiding In

Use open palm, direct which way to go.Use open palm, direct which way to go. For elderly and/or disabled assist properly. For elderly and/or disabled assist properly.

Note: Ask permission 1Note: Ask permission 1stst.. For group with kids, position them in the corner For group with kids, position them in the corner

or wall sideor wall side For couples assist them to the best view of the For couples assist them to the best view of the

restaurant /cornerrestaurant /corner Always follow guest preference. Always follow guest preference. Assist when sitting by pulling out and pushing Assist when sitting by pulling out and pushing

back the chair gently (Ladies First) .back the chair gently (Ladies First) . Offer kiddy chair for guest with kid/s.Offer kiddy chair for guest with kid/s.

Check Comfort

Confirm if they are comfortable with the selected seat/s and table/s.

Ask if table is enough for the group Ask if temperature is suitable for

them. Adjust to any of the guest

preference Check satisfaction.

Know your ProductKnow your Product Know what your product isKnow what your product is PortioningPortioning DonenessDoneness IngredientsIngredients Preparation timePreparation time PresentationPresentation Sauces, condiments, etc. that goes with the meal.Sauces, condiments, etc. that goes with the meal. Cutleries, chinaware’s & glassesCutleries, chinaware’s & glasses Suggest other food items best to go with the meal Suggest other food items best to go with the meal

orderedordered

Menu Presentation

Present menu to guests (ladies first)Present beverage menuPresent food/ala carte menu, suggest appetizer first.Note: Hold menu at upper part with your right hand and assist with your left hand at the bottom part.Inform guest the type of menu you are offering.

Order TakingOrder Taking

Take down notes and ordersTake down notes and orders

Write legibly to be readableWrite legibly to be readable

Inform Guest regarding Out of Stocks and Inform Guest regarding Out of Stocks and immediately offer alternativesimmediately offer alternatives

Listen carefully to what the guest is sayingListen carefully to what the guest is saying

Respond to guest according to the order/s Respond to guest according to the order/s placed. (Yes, Sir/Maam)placed. (Yes, Sir/Maam)

Thank Guest after taking OrdersThank Guest after taking Orders

Suggestive Selling

Offer slow moving but highly profitable Items. Consider kitchen stock FIFO Suggest aperitif or wine to go with their meal Offer specialty of the day/house Offer second servings of items ordered. Suggest long drinks and fresh juices Inform guest of food portioning for possible

adjustments with their order/s..

REPEAT ORDER Sir / Ma’am, may I

repeat your order pls.…..

You ordered for (#) pcs. of…

Doneness Sidings Sauces Drinks (alco / non-alco)

Extra’s Portion/s Which would you like

to be served first? Family style serving…

or.. Would that be all

Sir/Maam? Thank Guest sincerely

Placing Orders to Bar & Placing Orders to Bar & KitchenKitchen Encode orders to systemEncode orders to system Provide copy of O.S. for BeverageProvide copy of O.S. for Beverage Provide copy of O.S. for Food OrdersProvide copy of O.S. for Food Orders Specify Sequence and/or type of Specify Sequence and/or type of

serviceservice Inform Guest Preference on Food and Inform Guest Preference on Food and

DrinksDrinks If preference is not available, inform If preference is not available, inform

Guest ASAP.Guest ASAP.

QUALITY CHECKQUALITY CHECK(last touch policy)(last touch policy)

Check if prepared Check if prepared food is within food is within standardsstandards

Check portioning Check portioning based on standardsbased on standards

Check preparation Check preparation based on guest based on guest request.request.

Check plates usedCheck plates used Check cutlery set-Check cutlery set-

up in the table.up in the table. Check condiments Check condiments

needed needed Prepare all serving Prepare all serving

gearsgears

FOOD PRESENTATIONFOOD PRESENTATION Excuse yourself from the guest when ever Excuse yourself from the guest when ever

presenting any food or Beveragepresenting any food or Beverage Present to guest through the correct serving Present to guest through the correct serving

side (follow sequence of service).side (follow sequence of service). Confirm or repeat order while laying items on Confirm or repeat order while laying items on

the tablethe table Inform Guest of his / her preference and how it Inform Guest of his / her preference and how it

has been prepared.has been prepared. Offer assistance after serving. “Is there Offer assistance after serving. “Is there anything else I may assist you with Sir/Ma’am?”anything else I may assist you with Sir/Ma’am?” Thank guest “enjoy your meal/drinks sir/maam”.Thank guest “enjoy your meal/drinks sir/maam”.

Check SatisfactionCheck Satisfaction

• Check when it is the right time to Check when it is the right time to interrupt.interrupt. (breaking the silence) (breaking the silence)

• Magic word must be expressed before Magic word must be expressed before saying somethingsaying something

• ““How’s the food / beverage, how’s the How’s the food / beverage, how’s the taste? Was it prepared to your taste? Was it prepared to your satisfaction?satisfaction?

• ““Is there anything else I may assist you Is there anything else I may assist you with, Sir / Maam?with, Sir / Maam?

• ““Thank you very much, enjoy your Meal or Thank you very much, enjoy your Meal or Drinks.Drinks.

Offer desserts and hot Offer desserts and hot beverages.beverages.

““Excuse me Sir/Ma’am would you like Excuse me Sir/Ma’am would you like to try our _________ for dessert?”to try our _________ for dessert?”

Would you like to have coffee or tea?Would you like to have coffee or tea? I suggest you try our new concoction I suggest you try our new concoction

called _______, it’s good and helps for called _______, it’s good and helps for fast digestion.fast digestion.

Thank you very much (I’m sure you Thank you very much (I’m sure you will like it!)will like it!)

Presenting the billPresenting the bill Secure bill from the Front OfficeSecure bill from the Front Office Check details of the bill and encircle total amountCheck details of the bill and encircle total amount Excuse yourself and present bill to guestsExcuse yourself and present bill to guests Request the guest to check the bill to confirm that Request the guest to check the bill to confirm that

they have been charged correctly.they have been charged correctly. Check that the guest’s signature is correct for Check that the guest’s signature is correct for

““charge bill”charge bill” Thank guest and excuse yourself.Thank guest and excuse yourself. Forward bill/s to FO for postingForward bill/s to FO for posting

Bid GUEST goodbye !!

After processing the bill, return to guest and hand-over change if any.

Assist guest as they prepare to leave.

Lead guest to doorway.

Sincerely thank guest and bid goodbye.

ROOM SERVICESROOM SERVICES Answer the telephone courteouslyAnswer the telephone courteously Listen carefully and have a paper and pen Listen carefully and have a paper and pen

ready to take down notes and order/s.ready to take down notes and order/s. Write down Rm # and take order carefullyWrite down Rm # and take order carefully Repeat order to confirmRepeat order to confirm Offer suggestions for possible revenueOffer suggestions for possible revenue Encode order to system and provide OS to Encode order to system and provide OS to

kitchen for production.kitchen for production. Prepare all cutleries, china-wares, glasses, Prepare all cutleries, china-wares, glasses,

condiments, other request and receipt.condiments, other request and receipt. Write down orders, room # all dining wares, Write down orders, room # all dining wares,

time etc. to Room service logbook/form.time etc. to Room service logbook/form.

ROOM SERVICE WITH A ROOM SERVICE WITH A PLUSPLUS Lay food at table while giving information Lay food at table while giving information

regarding guest orders.regarding guest orders. Confirm satisfaction about the order and Confirm satisfaction about the order and

request.request. Inform guest to call local # 122 for clearing Inform guest to call local # 122 for clearing

or inform guest that you will call after 30-or inform guest that you will call after 30-45mins for possible clearing of dishes.45mins for possible clearing of dishes.

Offer other services “is there anything else I Offer other services “is there anything else I may assist you with Sir/Maam?may assist you with Sir/Maam?

Thank guest and express “Have a good day Thank guest and express “Have a good day enjoy your Meal”enjoy your Meal”

Bid goodbye and gently close the door.Bid goodbye and gently close the door. Log on to the room service logbook/form, Log on to the room service logbook/form,

for the time delivered and endorse for for the time delivered and endorse for clearing.clearing.

The customer is the most important visitor in our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business – he is a part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.