BACK TO BASICS:
F&B service is the essential link between the menu, beverages and other services that provide the best dining experience for our guests. It is essential that F & B service should master the basic requirements to perform its duty : Greeting our guest: 10 feet & 5 feet RULE • When a guest is within a 5-foot radius, offer a genuine greeting or friendly gesture e.g., greet with smile & use guest name if know the guest • When a guest is within a 10-foot radius, always acknowledge through right eye contact and smile.
Responding to our guest:
• Listen carefully to what the guest is saying, observe body language and clues given by the guest. Respond appropriately according to the needs or request of the guest. • Never say “No”, as long it’s in line with our hotel guidelines and should make every effort to delight our guest.
Product Knowledge:
• Regular review the hotel cue card most especially for the recent changes or happening in the hotel. • Carry the updated hotel cue card at all time • Competence in technical skills • Well-developed social skills, and • The ability to work as part of a team
Key requirements allow:
• The colleagues to work in a safe environment • To rule out the task efficiently with less stress • To show professionalism to the customer • To collaborate & communicate effectively with Culinary
Personal “back to basics”:
• All colleagues should be always well-groomed and clean • Physical & mentally prepare before the duty start • Come 10 minutes earlier before the duty start • Avoid talking not related to work • Be pro-active, avoid standing without doing anything • No smoking during operating hours • No gum chewing or eating in front of the customers • No use of mobile phone while on duty, if important call required needs to go back of the area • Silent and discreet colleagues during the service having his personal equipment on • Use an adequate language (ban slang or swear words…) • Avoid col lisions during the service with colleagues, “use the right side” always
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