Slide Show presentation created by me to be use by myself or trainer to train new staff in our hotel for F&B Department

3. General Standard What are the General Standard? What are the correct ways of “ TIME-IN ” procedure: What are the correct ways of “ TIME-OUT ” procedure: One is: ALWAYS REPORT ON TIME. WHAT ELSE???

5. SET UP and CLEARING STANDARDS Preparation of “ Mise en Place ” by Service Staff for: Chinaware Glassware Flatware

20. GENERAL STANDARD FUNCTION *When the organizer arrives at the hotel, she/he must be welcomed by the staff member who booked the event. This person will introduce the guest to the Supervisor or Captain Waiter in charge of the function. Together with the guest, the function shall be Checked to make sure that everything is in order. *All staff involve with a function shall read the BEO before his shift starts. The officer in charge of the shall brief the rest of the staff of any special set up or requirements. * All equipments and set up should be done before the function starts. *The function room where an event is taking place must clearly indicate the name of the function and the time it is taking place. * Any complain or request by the guest that is not part of the BEO should be course through the chain of command to properly assist the guest.

21. FOR A LARGE FUNCTION BRIEFING The officer in charge of the function needs to brief all the staff on table plan and a job allocation plan must be issued in order to ensure that each staff member knows her/his duties and where to perform them. Other Subjects covered; HYGIENE UNIFORMS Service Do’s & Don’t VIP GUEST Special Request A good COMMUNICATION will AVOID many service problems.

22. BUFFET TABLE SET - UP What are the sequence going from left to right? PLATES Appetizer Soup Rice Vege Fish Chic Pork Beef Dessert

25. Common of Function Room Set - UP Auditorium Class Room U - Shape Board Room Hollow Square Banquet

30. Compare UPSELLERS with Order Takers All food and beverage service employee should be UPSELLER . X 5. Suggests food and beverage items and other property features using appropriate upselling strategy. X 4. Uses desire words to describe restaurant / property features and benefits. X 3. Finds out guests wants in additional to their needs. X X 2. Shows enthusiasm with an attractive smile, sparkling eyes and a friendly manner X X X 1. Collects necessary information to handle the guest’s request. UPSELLER Service Employee Order Taker ACTION

31. Characteristic of succesful upseller Product Knowledge Positive Mental Attitude Selling Skills Which of the three is most important? EACH IS As MARK TWAIN put it: “ Which leg of 3 legged stool is most important?”

32. “ ORDER TAKER” PROCESS Seat Guest Present Menu Take Order and Serve Service Guest As Needed Present Check

33. “ UPSELLER ” PROCESS Seat Guest Present Menu Take Order and Serve Service Guest As Needed Present Check Offer Wine/Drink UPSELL Take Order and Serve Offer Hors D’oeuvre UPSELL Offer Entree UPSELL Offer Drink Items UPSELL Offer Dessert/Drink UPSELL Take Order and Serve Present Check

38. END