Skylerr

• Information to check in relation to reservations

  • Customers date of reservation
  • Time of arrival
  • Name of guests
  • Special needs and request
  • Mode of payment
• Mis en place


  French term for the preparation of the dining area before service
• What comprises mis en place

  • Table appointments
  • Flower arrangement
  • Filling of condiments
  • Condition of menu cards
  • Knowledge of the menu for the day
• Areas to check for cleanliness before service

  • Furniture
  • Wall hangings
  • Work stations
  • Toilets
  • Equipment
• A la carte


  Menu with individually priced dishes
• Table d'hote


  Menu with a set or fixed price for a complete meal or several courses
• Techniques to welcome guests

  • Try to remember the names of the guests, particularly the regular guests
  • Bid goodbye and thank the guests for coming
• Special needs to address when welcoming a customer

  • Alternative easy access to their table because of a disability
  • Special tables assigned for PWDs
• Presenting menus and drinks lists

  1. Leave the wine list to the host or place in the centre of the table

  2. Ask customers if they would like any starters

  3. Serve any complimentary starters if appropriate
• Upselling


  Encouraging the guest to order a more complete or expensive meal
• Importance of upselling


  • The guest may not be familiar with the food that the hotel offers
  • To encourage guest to order a complete meal
  • For proper food and wine pairing
  • To suggest unpopular menus
  • To increase sales for the day
• Checks food servers should make when collecting food from the kitchen

  • Checking with the chef to identify how a particular item has been cooked
  • Checking to make sure there is uniformity between dishes
  • Ensuring correct temperature of the dish
• Information to check in relation to reservations

  • Customers date of reservation
  • Time of arrival
  • Name of guests
  • Special needs and request
  • Mode of payment
• Mis en place


  French term for table appointments, flower arrangement, filling of condiments, condition of menu cards, knowledge of the menu for the day
• Areas to check for cleanliness before service

  • Furniture
  • Wall hangings
  • Work stations
  • Toilets
  • Equipment
• A la carte


  Menu with individually priced dishes
• Table d'hote


  Menu with a set or fixed price for a complete meal or several courses
• Welcoming guests


  1. Try to remember the names of the guests, particularly the regular guests

  2. Bid goodbye and thank the guests for coming
• Special needs to address when welcoming a customer

  • Alternative easy access to their table because of a disability
  • Special tables assigned for PWDs
• Presenting menus and drinks lists

  1. Leave the wine list to the host or place in the centre of the table

  2. Ask customers if they would like any starters

  3. Serve any complimentary starters if appropriate
• Upselling


  Encouraging the guest to order a complete meal, for proper food and wine pairing, to suggest unpopular menus, to increase sales for the day
• Checks to make when collecting food from the kitchen

  • Checking with the chef to identify how a particular item has been cooked
  • Checking to make sure there is uniformity between dishes
  • Ensuring correct temperature of the dish
• Adjusting cutlery


  1. Obtain the necessary items

  2. Carry the clothed plate with all the required items to the table

  3. On the arrival at the table, begin adjusting the items by starting at the number one guest, working clockwise around the table

  4. Always handle cutlery by the handles
• Items that can be replenished during the "3 minute check"


  • Drinks
  • Extra crockery
  • Extra glassware
  • More serviettes
  • A scrap bowl -depending on the menu items being served
• Resolving a food related customer complaint

  1. Allowing them to take some items from the buffet while they are waiting

  2. Providing a plate of snacks including rice, salad, bread or fries

  3. Suggesting fast cook items so that a dish will be ready when others are also eating
• Handling guest complaints


  1. Restate the complaint briefly back to the customer to show you have listened and understood

  2. Act quickly, quietly and professionally

  3. Follow up if complaint was addressed

  4. Apologize
• Handling guests needs with restrictions on allergens


  Inquire the specific restriction/allergens
• Handling a guest with signs of intoxication requesting for more bottles of hard drinks


  Suggest or offer food and beverage that could lower the blood alcohol content e.g. hot soup, coffee, carbohydrate-rich foods
• Assisting customers as they leave a table

  1. Arrange balloons or gift packs or other children's gifts

  2. Help them on putting coats and jackets

  3. Remind customer to collect change, credit card or receipt

  4. Escort the customers to the door
• "End of service" assistance

  • Obtaining a taxi or other transport for the guests
  • Escorting guest to cars
  • Making reservations on their behalf
  • Directing them to their next destination including shops, cultural, tourism or sporting areas of interest
  • Offering a seat, paper or complimentary coffee while the weather clears
• Common methods in which customers can settle accounts

  • Charging to their room
  • Charging a house account. These are used for functions or corporate events
  • Presenting vouchers for nominated amounts and/or items/services
  • Paying by cheque
• Different styles of banquet set-ups

  • U-shape
  • Semi-circle
  • Hollow square
  • Fishbone
• The waiter performed up selling and suggestive selling but at the wrong time. The waiter should have suggested and promoted other food items in the menu during order taking. He can also suggest additional food and beverage items after he has served the ordered food.
• Avoiding room service mistakes


  1. Advise guests approximate time of delivery

  2. Check the orders before leaving the kitchen for delivery

  3. Check if mis en place is complete

  4. Check on the amount of the bill
• Door knob menu


  A type of room service menu placed in the guest room, which lists the times that breakfast can be served with a limited number of breakfast items. Guests select what they want to eat and the time they want the food delivered, then hang the menu outside the door on the doorknob.
• Standard amenities on the tray/trolley during breakfast

  • Cup and saucer
  • Silverware (dinner knife, dinner fork and teaspoon)
  • Folded napkin
• Upon reaching the guest room

  1. Mention room service

  2. Greet the guest

  3. Set the table accordingly
• Upon entering the room

  1. Guests are asked where they want the tray or trolley positioned

  2. Ask the guest to acknowledge the service by signing the delivery slip