BACK TO BASICS:
F&B service is the essential link between the menu, beverages and other services that provide the best dining experience to our guest. 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 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 collisions during the service with colleagues , “use the right side” always ➢ Look physically professional & alert Left hand carry and never reach the customer ➢ Right hand works and reach the customer ➢ Utensils and glasses are always carried on trays or transport plate never directly by hand ➢ If using plates or stain steel trays, cover it with a dolly paper or a napkin ➢ Always use a service cloth to carry hot plates. ➢ Containing dishes should always be placed on plates with dollies or saucers
Carrying “back to basi cs ” ➢
At the guest table “Back to basi cs ” at the guest table ➢ Women are usually served first. ➢
If it is an honorary dinner, the guest of honor is served first.
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