quy trinh phuc vu ks

8/8/2019 Quy Trinh Phuc Vu Ks

1/26

Lunch/ Brunch/Dinner Buffet Service

1. Greets the guests

Done by: Manager/ Supervisor/ Hostess

o All Guests are to be greeted at the restaurant entrance by Manager/

Supervisor/ Hostess.

o Say, Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John,

Welcome to Grand Plaza Hanoi"

o If know the guests name, call by name.

o If you can recognize the guests, say, We are very pleased to see you

again Madam/ Sir/ Mr. John".

2. Escort guests to table


o Every guest has to be seated by Manager/ Supervisor/ Hostess.

o Pull the chair out away form the guests position, just enough space for

guest to enter, always ladies first, by age.o As the guest attempts to sit, the chair must be swiveled back into

position using both hands until the guest finds a position of comfort.

o baby chairs must be offered if a child is in the room

o Crayon pen and paper will offered to child.

o Before opening the napkin to place on top of the guests lap, say,

Excuse me, Sir/ Madam/ Mr. John", place gently across the guests lap

from the guests right.

o Fold napkin in half to make a triangle and place across lap with the

point of the napkin facing to the floor.

3. Seating the guests



GRAND PLAZA HANOI HOTEL


2/26


guest to enter, always ladies first, by age.

o As the guest attempts to sit, the chair must be swiveled back into









4. Take drink order/ offer Wine

Done by: Waiter/ Waitress

o Waiter/ Waitress offer wine list to the guest by saying Would you like

to have some wine with your meal?

o If guest says no, say, Would you like to have some drinks instead?

o Drink order follow the sequence as in A la Carte service.

o If guest would like to order wine with their meal, present the wine list

into the hand of the person who acknowledged you.

o You should recommend wine to guest by saying "May I recommend the

... with your meal?"

o After the guest orders, retrieve the wine list and say "Thank you" with

a warm smile, eye contact and leave the tableside.

5. Pour water

Done by: Waiter, Waitress

o Water is poured from a silver pitcher into the water goblet from the

guests right side holding the pitcher in the right hand if guest require try tosell mineral and sparkling water in our drink list

o A napkin is carried, folded in the Waiters left hand to allow wiping of

the pitcher in case of drips from the condensation that can spill onto the

guest or the table.

o If guest order soft drink from can need to be contained in glass carafe

to pour to glass except Mineral water and sparkling water


3/26

o Water is released from the pitcher approximately one inch from the rim

of the goblet and filled to 3/4 full

o Service of water is going clockwise around the table.

6. Serve drinks/ wines


o Waiter/ Waitress picks up the drink from the service bar and process to

the guest table.

o Approach the guest table from the side, stand upright and establish

eye contact, by saying Excuse me, Sir/ Madam/ Mr. John, may I serve your.

Name of drink should be knowledge by staff

o Hold the 1/3 glass bottom and quietly put in front of guest

o Always say, "Please enjoy your ..Drink before leaving tableside and

look at guests eyes with a warm smile

If the wine was ordered, following these step

o Pour the wine consisting of a mouth full quality for the guest who was

ordered to taste

o After guest has tasted, serving of wine will be clockwise, always ladies

first, by age. The person who tasted serves last

o Pour of wine in to glass (depend number of guest)

o With label facing the guest, pour the wine consisting of the mouth full

quantity for the guest to taste (approx 5-10 % of the glass)

o Always say, Excuse me, Sir/ Madam/ Mr. John, May I serve the red

white wine, please

7. Invite guests to buffetDone by: Waiter/ Waitress

o Waiter/ Waitress invite guests to buffet, by saying Excuse me, Sir/

Madam/ Mr. John, Please help your self to the buffet when you are

ready".

o Gesture, with arm towards buffet, at the end of statement.

o With a warm smile, leave the tableside.


4/26


5/26


o If the glass is less than 1/4 full, we ask guest if they would like another

drink.

o Waiter, Waitress approach the right of guest's tableside carrying a

service tray

o Stand upright with a warm smile and eye contact.

o Say, "Excuse me, Sir/ Madam/ Mr. John, May I serve you another...

(Name of drink)". If yes, thank the guest and pick up glass (if empty)

with right hand and place on to service tray before leaving the

tableside.

o Return and serve drink as for service of beverage.

12. Clear plates when guests finish including cutleryDone by: Waiter/ Waitress

o Clear plates when observing the guests finish, even when the other

guests are eating.

o Say "Excuse me, Madam/ Sir/ Mr. John, May I remove your plate".

Clear from the right side of guests clear carefully and quietly on to

service tray.

o Clear empty plate, use the left hand to carry empty plate and the right

hand to pick up the plate of the table.

o Use service tray to clear unwanted glass from the table.

o Clearing is done as swiftly and as quietly as possible so as not to

disturb the guests.

13. Re-set clean cutlery where needed for next course


o New clean cutlery to be re-set according to specifications.

o Carry to table with a service tray lined with a napkin.

o Approaching the right of guest's tableside, place fork and knife

respectively

14. Clear soiled plates from guest occupied table



6/26

o Buffet service, do not wait until all guests are finished before clearing

the plates.

o Clear the plates/ cutlery/ B&B plates/ butter dish/ breadbasket and

unwanted glasses onto service tray.

15. De-crumbing table and bringing down dessert spoon and fork


o Waiter/ Waitress approach the left of guest tableside.

o Use a napkin in the right hand to weep away crumbs and food articles

on table onto napkin covered side plate.

o Carry side plate with left hand.

o Sweep in table carefully and quietly.

o Bring down dessertspoon and fork into dessert position and leave the

tableside.

o Clear dessert plate once guest is finished.

16. Offer and serve coffee/ tea to guests


o Waiter returns to the table with coffee, tea, coffee cup, saucer,

teaspoon, strainer, milk, sugar on a tray.

o Cup/ saucer placed in front of guests from the right. Sugar bowl placed

to center of the table.

o Coffee served from individual coffee pot, pouring from right of guest to

the 3/4 mark of the cup. Place the coffee pot to the right of the cup.

Place the milk jug to the right of the coffee pot.

o Tea served from individual teapot, pouring from right of guests to the

3/4 mark of the cup. Tea strainer used for all tea services. Place the

teapot to the right of the cup.

o Say, "Please enjoy your tea/ coffee" and leave the tableside.

17. Check guest satisfaction

Done by: Manager/ Supervisor/ Waiter/ Waitress

o Approach the right of guest's tableside.



7/26

o Say, "Excuse me, Sir/ Madam/ Mr. John, Was everything all right?" and

then thank the guest.

o Leave the tableside.

18. Present bill upon request


o If guest request for payment, Waiter/ Waitress should say, Certainly,

Madam/ Sir/ Mr. John, I will be back in just a moment".

o The cashier at the cashiering station totals the bill. Check table

number, items billed and quantities.

o Present bill with bill folder at the right hand side of guest, by saying,

"Excuse me, Sir/ Madam/ Mr. John, Here is your bill".

19. Guest leave


o Assist guests in pulling chairs out, slowly using two hands.

o Thank the guest for patronizing the Hotel, by saying "Thank you very

much, Madam/ Sir/ Mr. John, look forward to seeing you again".

o Waiter/ Waitress clear and re-set the table as soon as the guests have

left.

20. Bid farewell upon leaving


o Manager or Hostess says, Thank you very much and we are looking

forward to seeing you again. Have a nice day". Look at every guests

eyes with a warm smile.

o Hostess is responsible for any give away (if any) and invites guests to

home back.


8/26

Continental/ International Buffet Breakfast

1. Greet the guests


o All Guests are greeted at the Lobby entrance by Manager/ Supervisor/

Hostess

o Say Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John.

Welcome to the Grand Plaza Hanoi




2. Escort Guests to table


o Request guest to follow you, by saying, This way please" with a warm

smile and look at guests eyes

o Lead the way by walking in front of the guests.o Distance no more than one meter.

o Ensure guests are following.



o Every guest has been seated by Manager/ Supervisor/ Hostess.



9/26

o Pull the chair out away from the guests position, just enough

space for guest to enter, always ladies first.

o As the guest attempts to sit, the chair must be swiveled back

into position using both hands until the guest finds a position of

comfort.

o Baby chairs must be offered if an infant is in the room

o Before opening the napkin to place on top of the guests lap, say

Excuse me, Sir/ Madam/ Mr. John, place gently across the guests lap


o Fold napkin in half to make a triangle and place across lap with

the point of the napkin facing to the floor.

4. Offer Coffee/ TeaDone by: Waiter/ Waitress

o Captain asks the guest whether they prefer Coffee or Tea, stand

upright at the right side of guest, saying, Excuse me, Madam/ Sir/ Mr.

John, would you like Coffee or Tea before your Breakfast?. Look at the

guests eyes when asking.

o If guest ordered Tea asking, "How would you like your tea?"

o Write the order on order pad, make table plan, refer to seat No. 1 first

and walk clockwise.

5. Serve Coffee/ Tea/ Fruit juice


o Waiter/ Waitress returns to tableside with beverage on tray in left

hand.

o Coffee served from Coffee pot, pouring Coffee from right of guest to

3/4 of the cup.

o Place milk jug on the right of the Coffee pot.

o Tea served from the pot individually, pouring 3/4 of the cup. Leave

Teapot to the right of the cup. Tea strainer used for all tea services.

Tea served with slice of Lemon, Milk, Honey or sugar.

o Always say, "Please enjoy your coffee/ tea before leaving table side

and look at guests eyes with a warm smile.

6. Serve Bakeries/ Butter/ Jams


10/26


o Side station prepared with Butter, Jams and Bakeries for 2/4/6 persons

in Baskets.

o Waiter/ Waitress returns to tableside with items on tray in left hand.

o Waiter/ Waitress served Breakfast Bakeries basket, place bakery

basket above the breakfast plate to the left.

o Jams also to be served beside bakery basket.

o Butter placed above B&B plate.

o Before serving Bakeries, all the names of Bakeries are to be knowledge

by serve staff.

o Remember that when approaching the guest to serve Bakeries/ Butter/

Jams, you approach at the left side of the guest, by saying, "Excuse

me, Madam/ Sir, Mr. John".

7. Invite guest to Buffet


o Waiter/ Waitress invites guests to Buffet, by saying Excuse me, Sir/

Madam/ Mr. John, please help yourself to the Buffet when you are

ready.

o Gesture, with arm towards Buffet, at the end of statement.

o With a warm smile, leave the tableside.

8. Attention to tables/ Guest going to Buffet


o Guest leaves the table to go to the Buffet line at the request of Waiter/

Waitress or their own initiative.

o Captain/ Waiter/ Waitress standby at the table to assist in moving

chairs for the guests. Move away slowly with both hands until guest

has left and then push back in position.o Fold the unfolded napkin two times into a triangle and places onto the

table with the tip of the fold facing the guest chair.

o While guests are at the Buffet, ensure that ashtray is also cleaned by

covering the dirty one (Not more than 2 cigarette butts) with a clean

one, placing it onto a tray in your left hand and putting down a clean

ashtray.


11/26

o Waiter/ Waitress assists guests to carry foods from Buffet to table by

saying "Excuse me, Sir/ Madam/ Mr. John, May I help you?" or "May I

carry the plate for you?".

9. Attention to tables/ guest return to table


o Waiter/ Waitress of particular station pick up the napkin with right

hand and pull out chair with left, standing on the right side of guest

and chair.

o Push the chair gently back in with the left hand and then unfold the

napkin from the right across the guests lap, say, Excuse me, Madam/

Sir/ Mr. John

o Refill Coffee/ Tea when under half of the cup, say, "Excuse me, Sir/

madam/ Mr. John, Would you like more Coffee or Tea? if guest say

Pleasethen pour slowly.

10. Check satisfaction

Done by: Manager/ Supervisor/ Server

o Approach the guests table two minutes after guests have been eating,

and say "Excuse me, Sir/ Madam/ Mr. John, How is your Breakfast?"

with eye contact and smile.

o Listen to the guests reply attentively, if the guest is satisfied, say

Thank you, Madam/ Sir/ Mr. John" and refer to the Manager/

Supervisor.

o Ask the guest if anything else is needed by saying, Would you like

anything else?or May I serve you another coffee/ tea? if yes, then

serve the coffee or tea

o Thank the guest and leave the tableside.

11. Clear soiled plates from guest occupied tableDone by: Waiter/ Waitress

o All clearing is done to a tray held in left hand of Waiter/ Waitress using

right hand to pick up equipment.

o Clear the plates when observing knife and fork are parallel, even when

the other guests are eating, by saying "Excuse me, Sir/ Madam/ Mr.


12/26

John may I remove your plate?" if in doubt if finished or not. Clear from

the right of guest.

o Ask the guest "Would you like to have some more from the buffet?", if

yes, re-set clean cutleries.

o When the guest goes to Buffet for another helping, Waiter/ Waitress

must ensure to fold the unfolded napkin into a triangle and place onto

table and soiled dish is cleared.

o Clear from the right hand side of guest, using the right hand to clear.

Never hit or scrape the plate in front of guest. Clear Breakfast

plates, cutlery, B&B plates and Juice glass, Bakery basket, Jams and

Butter dish respectively when guests are finished with the Buffet

o Coffee cup/ Teacup must remain until the guests leave.

o Change the ashtray whenever it contains two-cigarette butts maximum

or check every five minutes if at least one cigarette butt.



o If guests request for payment, Waiter/ Waitress should say, Certainly,

Sir/ Madam/ Mr. John, I will be back in just a moment.



o Present bill with bill folder at the right hand side of guest, by saying

"Excuse, Sir/ Madam/ Mr. John, here is your bill".

o Collect cash or obtain signature for room charge and credit charge

request credit card for cashier to imprint.

o Before leaving the guests table say "Thank you very much, Madam/

Sir/ Mr. John.

o When bringing the change back say "Excuse me Sir/ Madam/ Mr. John,

here is your change", never wait for tips.

13. Guest leave



o Thank the guest by saying Thank you very mush Madam/ Sir/ Mr.

John, look forward to seeing you again.


13/26

Waiter/ Waitress clear and re-set the table as soon as the guest has left



o Manager or Hostess says, Thank you very mush, we are looking

forward to seeing you again. Have a nice day. Look at every guests

eyes with a warm smile.


come back.

A la Carte Breakfast, Showonly1. Greet the Guests


o All Guests are greeted at the Lobby entrance by Manager/ Supervisor/

Hostess

o Greeting the guest by saying Good Morning/ Afternoon/ Evening,

Madam/ Sir/ Mr. John. Welcome to the Grand Plaza Hanoi






14/26



o Request guest to follow you, by saying, This way please" with a warm

smile and look at guests eyes

o Lead the way by walking in front of the guests.

o Distance no more than one meter.

o Ensure guests are following.



o Every guest has been seated by Manager/ Supervisor/ Hostess.

o Pull the chair out away from the guests position, just enough

space for guest to enter, always ladies first.o As the guest attempts to sit, the chair must be swiveled back

into position using both hands until the guest finds a position of

comfort.

o Baby chairs must be offered if an infant is in the room

o Before opening the napkin to place on top of the guests lap, say

Excuse me, Sir/ Madam/ Mr. John, place gently across the guests lap


o Fold napkin in half to make a triangle and place across lap with

the point of the napkin facing to the floor.

4. Offer Coffee/ Tea


o Captain asks the guest whether they prefer Coffee or Tea, stand

upright at the right side of guest, saying, and Excuse me, Madam / Sir

/ Mr. John, would you like Coffee or Tea before your Breakfast? Look

at the guests eyes when asking.

o If guest ordered Tea asking, "How would you like your tea?"

o Write the order on order pad, make table plan, refer to seat No. 1 first

and walk clockwise.

5. Serve Coffee/ Tea



15/26

o Waiter/ Waitress returns to tableside with beverage on tray in left

hand.

o Coffee served from Coffee pot, pouring Coffee from right of guest to

3/4 of the cup.

o Place milk jug on the right of the Coffee pot.

o Tea served from the pot individually, pouring 3/4 of the cup. Leave

Teapot to the right of the cup. Tea strainer used for all tea services.

Tea served with slice of Lemon, Milk, Honey or sugar.

o Always say, "Please enjoy your coffee/ tea before leaving table side

and look at guests eyes with a warm smile.

6. Serve Bakeries/ Butter/ Jams

Done by: Waiter/ Waitresso Side station prepared with Butter, Jams and Bakeries for 2/4/6 persons

in Baskets.

o Waiter/ Waitress returns to tableside with items on tray in left hand.

o Waiter/ Waitress served Breakfast Bakeries basket, place bakery

basket above the breakfast plate to the left.

o Jams also to be served beside bakery basket.

o Butter placed above B&B plate.

o Before serving Bakeries, all the names of Bakeries are to be knowledge

by serve staff.

o Remember that when approaching the guest to serve Bakeries/ Butter/

Jams, you approach at the left side of the guest, by saying, "Excuse

me, Madam/ Sir, Mr. John".

7. Serve the food order


o Waiter/ Waitress bring the food to the guest table and serve food order

according to table plan, refer to ladies first, and then walk clockwise.o Serve food from the right of guest.

o Hold the plate with your right hand by the edge

o Do not put thumb into food.

o Always say, Excuse me, Sir/ Madam/ Mr. John, here is your ...", place

the plate quietly between cutlery.

o Ensure that dishes are presented uniformly.


16/26

o Offer condiments if appropriate for the dish ordered.

o Before leaving the guests table, say Please enjoy your meal, Sir/

Madam/ Mr. John" look at the guests eyes with a smile.


Done by: Manager/ Supervisors/ Servers

o Approach the guests table two minutes after guests have been eating,

and say "Excuse me, Sir/ Madam/ Mr. John, How is your Breakfast?"

with eye contact and smile.

o Listen to the guests reply attentively, if the guest is satisfied, say

Thank you, Madam/ Sir/ Mr. John" and refer to the Manager/

Supervisor.

o Ask the guest if anything else is needed by saying, Would you like

anything else? or May I serve you another coffee/ tea? if yes, then

serve the coffee or tea

o Thank the guest and leave the tableside.

9. Clear soiled plate from guest occupied table


o All clearing is done to a tray held in left hand of Waiter/ Waitress using

right hand to pick up equipment.

o Check that all guests have finished their Breakfast, by observing knife

and fork are parallel to each other on the plate. Do not clear if other

guests are eating unless indicated by guest, e.g. push the plate away.

o Ask the guest politely if they all have finished their Breakfast, by

saying "Excuse me, Sir/ Madam/ Mr. John, May I remove the plates?",

if in doubt it finished or not.

o Clear from the right hand side of guest, using the right hand to clear.

Never hit or scrape the plate in front of guest. Clear breakfast plates,

cultures, B&B plates, juice glass, Bakery basket, Jams and Butter dishrespectively.

o If guest has more than one course, clear just the first course plate

before presenting the second course.

o Coffee cup/ teacup must remain until the guests leave.

o Change the ashtray whenever contains 2-cigarette butts maximum or

check every five minutes. If at least one cigarette butt


17/26



o If guests request for payment, Waiter/ Waitress should say, Certainly,

Sir/ Madam/ Mr. John, I will be back in just a moment.



o Present bill with bill folder at the right hand side of guest, by saying

"Excuse, Sir/ Madam/ Mr. John, here is your bill".

o Collect cash or obtain signature for room charge and credit charge

request credit card for cashier to imprint.

o Before leaving the guests table say "Thank you very much, Madam/

Sir/ Mr. John.o When bringing the change back say "Excuse me Sir/ Madam/ Mr. John,

here is your change", never wait for tips.

11. Guest leave



o Thank the guest by saying Thank you very mush Madam/ Sir/ Mr.

John, look forward to seeing you again.

o Waiter/ Waitress clear and re-set the table as soon as the guest has

left.



o Manager or Hostess says, Thank you very mush, we are looking

forward to seeing you again. Have a nice day. Look at every guestseyes with a warm smile.


come back.


18/26

Lunch/ Dinner A la Carte Service

1 Greet the guests


o All Guests are to be greeted at the restaurant entrance by Manager/

Supervisor/ Hostess.

o Say, Good Morning/ Afternoon/ Evening, Madam/ Sir/ Mr. John,

Welcome to Grand Plaza Hanoi"



19/26






o Request guest to follow you, by saying, This way pleasewith a warm

smile and look at guests eyes.

o Lead the way by walking in front of the guests.

o Distance no more than one meter.

o Ensure quests are following.

3. Seating the questsDone by: Manager/ Supervisor/ Hostess



guest to enter, always ladies first, by age.

o As the guest attempts to sit, the chair must be swiveled back into









4. Pour iced water

Done by: Waiter/ Waitresso Water is poured from a silver pitcher into the water goblet from the

guests right side holding the pitcher in the right hand if guest require try to

sell mineral and sparkling water in our drink list

o A napkin is carried, folded in the Waiters left hand to allow wiping of

the pitcher in case of drips from the condensation that can spill onto the

guest or the table.


20/26

o If guest order soft drink from can need to be contained in glass carafe

to pour to glass except Mineral water and sparkling water

o Water is released from the pitcher approximately one inch from the rim

of the goblet and filled to 3/4 full

o Service of water is going clockwise around the table.

5. Serve Drink order


o Waiter/ Waitress picks up the drink from the service bar and process to

the guest table.

o Approach the guest table from the side, stand upright and establish

eye contact, by saying Excuse me, Sir/ Madam/ Mr. John, may I serve your.

Name of drink should be knowledge by staffo Hold the 1/3 glass bottom and quietly put in front of guest

o Always say, "Please enjoy your ..Drink before leaving tableside and

look at guests eyes with a warm smile

6. Serve Breads/ Butter


o Assorted Breads/ Butter are to be collected from the kitchen/ side

station and placed on to a serving tray.

o Hold tray in your left hand.

o Approach the guest form the left hand side.

o Use a tong or service spoon and fork to pick bread to guest. All types

of Breads offered are to be knowledge by serving staff.

o Place Butter dish put on the ice bold and place at the middle of the

table and maximum for 2 people

7. Serve Wines


o Pour the wine consisting of a mouth full quality for the guest who was

ordered to taste


21/26

o After guest has tasted, serving of wine will be clockwise, always ladies

first, by age. The person who tasted serves last

o Pour of wine in to glass (depend number of guest)

o With label facing the guest, pour the wine consisting of the mouth full

quantity for the guest to taste (approx 5-10 % of the glass)

o Always say, Excuse me, Sir/ Madam/ Mr. John, May I serve the red

white wine, please

8. Serve Appetizer


o Waiter/ Waitress picks up food order on to a service tray and

approaches the table according to table plan refers to lady first, than walk

clockwise.

o Serve food from the right of guest.

o Hold the plate with your right hand be the edge.


o Always says, Excuse me, Sir/ Madam/ Mr. John, Here is your..." place


o Ensure that dished are presented uniformly.

o Offer fresh ground pepper or condiments of appropriate for the dish

ordered.

o Before leaving the guests table say, Please enjoy your meal, Sir/

madam/ Mr. John. Look at the guests eyes with a smile.

9. Table maintenance


o If water goblet less than 1/2 full, refill with water.

o Change ashtrays if two or more cigarette butts or check every 5

minutes.

o Offer more Bread & Butter if the guest has finished their first serving.

10. Clear Appetizer plates


22/26


o Check that all guests have finished their appetizer, by observing knife

and fork are parallel to each other on the plate. Do not clear if other guests

are eating unless indicated by guest.

o Approach the right of guests tableside, say, Excuse me, Madam/ Sir/

Mr. John".

o Use the right hand to pick up plate off the table and transfer to the left

hand, which is carrying the service tray.

o Never hit or scrape the plate in front of the guest.

11. Serve Main course


o Waiter/ Waitress pick up food order on to a guest table according to

table plan, refer to lady first, and then walk clockwise.


o Hold the plate with your right hand by the edge.


o Always says, Excuse me, Sir/ Madam/ Mr. John, Here is your ..." place


o Ensure that dished are presented uniformly.

o Offer fresh ground pepper or condiments of appropriate for the dish

ordered like Parmesan cheese for pasta, mustards or horseradish to beef,mint jelly to lamb, etc...

o Before leaving the guests table say, Sir/ Madam/ Mr. John, Please

enjoy your meal". Look at the guests eyes with a smile.

12. Check guest satisfaction

Done by: Manager/ Supervisor

o Approach the guests table two minutes after guests have been eating

and say, "Excuse me, Madam/ Sir/ Mr. John, How is your meal or ...?with eye

contact and warm smileo Listen to guest reply attentively, of the guest is satisfied, say Thank

you, Sir/ Madam/ Mr. JohnIfthe guest is not satisfied, apologize by

saying, Im sorry, Sir / Madam / Mr. John and refer to the Manager /

Supervisors.


23/26


24/26

o Sweep on table carefully and quietly.

16. Serve dessert and coffee/ tea order


o Take coffee/ tea order by saying, Would you like tea or coffee,

Sir/Madam/ Mr. John? for tea order say, How would you like your

tea?(With milk, lemon or black tea)

o Thank guests for order and leave tableside with warm smile and eye

contact

17. Prepare Mis-en-Place

o Done by: Waiter, Waitress

Dessert cutlery is carried on a cloth lined silver tray.

o From the guest right, place the dessert cover on to the table.

18. Serve dessert


o Waiter, Waitress picks up food order on to a service tray and

approaches to the table.

o Waiter, Waitress serves food order according to table plan, refer to

lady first by age or guest of honor then walk clockwise.


o Hold the plate with your right hand by the edge.


o Always says, "Excuse me, Sir/ Madam/ Mr. John, Here is your ..., place


o Ensure that dishes are presented uniformly.

o Before leaving the guest's table say, Please enjoy your dessert, Sir/

Madam/ Mr. John". Look at the guest's eyes with a smile.

19. Clear dessert plates/unwanted glasses


o Check that all guests have finished their dessert, by observing knife

and fork are parallel to each other on the plate. Do not clear if other guests

are eating unless indicated by guest.


25/26

o Approach the right of guests tableside, say, Excuse me, Madam/ Sir/

Mr. John".

o Use the right hand to pick up plate off the table and transfer to the left

hand, which is carrying the service tray.

o Never hit or scrape the plate in front of the guest.

o Empty glassed picked up from base/ stem from right side of guests

with right hand and place on tray in left hand. Clear clockwise.

20. Serve coffee/ tea


o Waiter returns to the table with coffee, tea, coffee cup, saucer,

teaspoon, strainer, milk, sugar on a tray.

o Cup/ saucer placed in front of guests from the right. Sugar bowl placed

to center of the table.o Coffee served from individual coffee pot, pouring from right of guest to

the 3/4 mark of the cup. Place the coffee pot to the right of the cup.

Place the milk jug to the right of the coffee pot.

o Tea served from individual teapot, pouring from right of guests to the

3/4 mark of the cup. Tea strainer used for all tea services. Place the

teapot to the right of the cup.

o Say, "Please enjoy your tea/ coffee" and leave the tableside.


Done by: Manager/ Supervisor/ Waiter/ Waitress

o Approach the right of guest's tableside.


o Say, "Excuse me, Sir/ Madam/ Mr. John, Was everything all right?" and

then thank the guest.

o Leave the tableside.


Done by: Waiter/ Waitresso If guest request for payment, Waiter/ Waitress should say, Certainly,

Madam/ Sir/ Mr. John, I will be back in just a moment".



o Present bill with bill folder at the right hand side of guest, by saying,

"Excuse me, Sir/ Madam/ Mr. John, Here is your bill".


26/26

23. Guest leave



o Thank the guest for patronizing the Hotel, by saying "Thank you very

much, Madam/ Sir/ Mr. John, look forward to seeing you again".

o Waiter/ Waitress clear and re-set the table as soon as the guests have

left.



o Manager or Hostess says, Thank you very much and we are looking

forward to seeing you again. Have a nice day". Look at every guestseyes with a warm smile.

o Hostesses are responsible for any give away (if any) and invite guests

to home back.

quy trinh phuc vu ks

Documents