Guest SERVICE EXPERIENCE

The Good & The Bad

A good service is defined on the character of the server. And the

characteristics of a good server are as follows;

 Approachable
 Hospitable
 Knows the Menu
 Caring
 Patient
 Flexible
 Helpful
 Polite
 Well groomed
 Enthusiastic
 Willing to Learn
 A Team Player

PRINCIPLES OF HOSPITALITY
 GREET EVERY GUEST WITH A SMILE AND THANK THEM AS THEY
LEAVE
 SPEAK TO GUEST IN A WARM, CORTEOUS MANNER AND WITH
CONFIDENCE
 ANTICIPATE GUEST NEEDS AND BE EMPOWERED IN RESPONDING
TO IT
 BE KNOWLEDGEABLE AND BE PRODUCTIVE
 L.E.A.R.N. IN ORDER TO DEAL WITH UPSET GUESTS

COMMUNICATION
BODY LANGUAGE -Is any that others can see or hear and interpret,
including facial expressions, posture, hand gestures
and noises.

ACTIONS -Is something that you do or say you are going to do.
STATEMENTS -Are the words you use, a combination of what you
say and how you say it.

Know the Three V’s

 Vocal - 36 % of the message

 Verbal - 7 % of the message
 Visual - 57 % of the message

In the process of communication usually people will be focused on your

voice inflection and your body language that some will miss your actual
verbal instructions.

HOSPITABLE BODY LANGUAGE

SMILE- A smile is a universal gesture of hospitality. A warm, genuine, sincere
smile can never be misunderstood.

EYE CONTACT- Maintaining appropriate eye contact with people tells them you
are honest, sincere, and genuinely interested in what they are saying. Be
careful not to stare! Negative forms include. Staring, rolling eyes, scowling.

EXPRESSIONS- Each person have their own unique mix of facial expressions.
Raised eyebrows is one tell tale sign of excitement. Make sure your face is
telling the right story! Negative expressions include lip curls, frowns, and
scrunched noses.

POSTURE/STANCE- Good posture conveys confidence and interest. Stand

straight not stiff. Stand in one place and be sure footed. Avoid shifting weight or
swaying. Hands on hips or folded in front of you send negative messages.

GESTURE- Hand movement is a great way to add animation to your

conversation. Also when you’re out of voice range or on the phone, you can use
hand movements to wave or make acknowledgements.

- Be aware of distracting mannerism such as “hand washing” or “jig

leaf”, “keep your hands out of your pockets and avoid pointing.

GROOMING STANDARDS- your personal hygiene and attire have a tremendous

impact on the way you are perceived, as well as on your credibility.

TONE OF VOICE- This one isn’t really body language, but it’s so closely related,
we had to include it. The point is, how you say something is just as important
as what you say. Just as your body language affects how your message is
interpreted, so does your tone of voice. Be enthusiastic, concerned, positive,
and sympathetic - whatsoever the situation calls for.
 PROPER CLEARING
REMOVAL PROCEDURES

 Empty plates and glasses are cleared from the right.

 Clear one course completely before serving another.
 Remove all dishes from one guest before going to another.
 The plates are removed in the following order: main course, salad, bread
and butter, and vegetable.
 All condiments should be removed with the main course removal.
 All dishes should be stacked behind the guest onto a tray, which is either
held or placed on a tray stand. Note: tray stands are designed for the oval
tray.
 When placing dirty dishes on trays, quietly scrape leftover food. Stack
like plates on like plates, using one plate for excess scraps that can be
easily slid off plates. Work quietly!
 When carrying large oval trays out of the dining room, the dishes may be
covered with a guest napkin, to keep unsightly items out of the view.

CLEARING THE TABLE BETWEEN COURSES

REMOVAL PROCEDURE:

 Used silverware is replaced with necessary silverware needed for the next
course. The same teaspoon may be left on the table if it is being used for
beverage service. A knife, which a guest has used for cutting a salad, for
appetizer service, etc. should be removed when that course is removed,
and a clean one brought. The knives should never be taken off of the
plate and laid on the table.
 When removing dishes, care should be taken to remove cracker
wrappers, stir sticks, soiled cocktail napkin, etc. De-crumbing can be
done if necessary. Small, metal, pocket-clip “crumbers” are available for
use in cleaning the table quickly, usually after entrée is cleared and
before desert is served. Specialty restaurants may choose to purchase a
more elaborate decrumbing device for this purpose.
 After the entrée course, everything should be cleared from the guest,
leaving only the following items on the table:

- Water glass
- Teaspoon (for coffee later)
- Coffee cup and saucer (or mug)
- Cocktail glass or wine glass if guest is not finished
 - Guest napkin

All other silverware, dishes, bread and butter service, and condiments should
be removed.

REMOVAL OF ITEMS DURING THE GUEST’S MEAL

It is policy to wait until all guests are finished with a course before removing
dishes. This is so our guests will not feel rushed nor conspicuous. There are
situations where early clearing is needed, such as with small children at the
table, or if used dishes interfere with the guest’s comfort. Guests should always
be asked before dishes are removed. The best way is to say “May I remove these
please?” or “Would you like me take this for you?” This is preferred to “Are you
finished?”

BUSSING THE TABLE

Some important points when bussing tables:

 Pick up cups by their handles, glasses by the stem or base, and

silverware by the handles. Do not touch with hands any parts of dishes
or silver, which have come in contact with the guest’s mouth.
 Stack dishes on trays according to size-large plates together-small plates
together-small plates and saucers on top of large plates (or on side of
tray)-tall glasses in center of tray near cups. Always stack dishes
carefully and handle silverware quietly.
 Stack the heaviest dishes on the side of the tray that will be carried next
to the body. Stack the small items around the edge of the tray.
 Place silverware together, on the side of the tray.
 Remove as tray(s) from the table to the tray. Never dump ashes in the
dining room.
 Twist paper items together so they will not blow off the tray but do not
place them in glassware or cups. They may be placed on the side of the
tray or on top of dishes.
 For tables without tablecloths, the table complement should be moved to
the opposite side of the table, in order to wipe the table. They are not be
placed on chairs, windowsills, and edges of walls or other tables. The
table surface and sides should be wiped clean, with all crumbs wiped
into cupped hand, plate or tray (make sure not to wipe debris onto the
chairs of floors). The table complement is then put back in its proper
place on the table. The salt and peppershakers should be wiped clean at
this time.
  Chairs must be crumbed each time a table is cleared of soiled dishes.
Always pick up crumbs in a side towel. Do not use guest napkins for any
cleaning of tables. Never wipe crumbs on to the floor. Push chairs back
into place after crumbing. This gives more room for employees and guest
to pass, and also keeps the dining room looking neat and orderly.
 The floor around the table should be checked for the debris or spills
before leaving the table.

LOADING TRAYS

Care should be taken to proper load trays, for safety reasons. Some general
rules follow:

 Never load more than can be carried. Two trips are better than one
accident.
 Heavier items should be placed in the center of the tray, or area closest
to the server’s body.
 Tall glassware should not be placed at the outside edge of the tray where
it might fall off.
 Condiment bottles and pepper mills should be laid flat on the tray so
they won’t inadvertently fall off while being carried.
 When using plate covers for stacking, care should be taken to insure
they are fitted properly on each plate.
 The underside of the tray should be checked for cleanliness and free from
grease or moisture.

SERVING FROM/CLEARING TO TRAYS

 Oval – this tray is always used in conjunction with a tray stand, usually
a wooden one that opens and can be folded with ease. The tray is placed
onto the stand. Care should be taken to ensure the tray being firmly
placed on the stand. This tray should not be placed on a table or chair.

Once food is served or tables cleared, the tray and tray stand are
removed from the dining room. In case where a permanent tray stand
has been approved to be in the dining room, supervision must insure
that they do not become stationary garbage collectors.

When clearing to a tray, dishes of same size should be stacked together

as is possible. When there is excess food on plates, one dish can be
placed in the center of the tray, and food gently but firmly shaken onto
the dish. This procedure must be done with discretion, so guests are not
subjected to unappetizing sights. However, care must also be taken so
 that trays can be safely carried out of the room. A gust napkin may be
used to cover dirty dishes and other items as the tray is being carried
away. The tray is lifted up, the same way it was put down.

CARRYING TRAYS

 Oval – these trays are carried over the shoulder, using one hand on the
heaviest part of the tray, fingers pointed to the back of the tray. They
should not be carried in front at waist level. The other hand should
remain free to open doors, carry a tray stand, etc. the tray should be
rested on the shoulder except when extremely heavy. Experienced
employees can eventually balance trays on the tips of their fingers,
although this is not a prerequisite for carrying the tray. Generally, the
tray is carried over the left shoulder, since “IN” doors are located on the
right and there can be a smooth movement by the server when going in
and out of the doors.
 Round – these trays are carried on the left forearm, same as the
rectangular ones, in front of the body.

AMERICAN SERVICE

In “American” service, food is plated in the kitchen, and placed before the
guest. Side dishes used are for bread and butter, and for salad (vegetables are
placed on the main dish). The general rule for serving is:

“Serve solids from the right, liquids from the right, and to remove soiled
tableware from the right” If you cannot go to the right of the guest to serve food,
go left side using your left hand.

RUSSIAN SERVICE

In this service, the food is fully prepared and precut in the kitchen, and
then neatly arranged on platters by the chef. (In most cases this applies to
entrée service. Other courses are served individually). The server picks up the
food and returns to the dining room. Empty plates are brought together with
the food, and then placed in front of the guest. After the plates are placed, the
server returns with the tray of food and going clockwise around the table,
serves the food from the guest’s left, with the right hand.

To recap: “empty plates are placed from the right, by going around the table
clockwise. Food is served from the platter from the left of the guest, the server
going around the table clockwise.
 COCKTAIL SERVICE

Although this type of service is not written in any manual or recognized

by the international community, this service is very common in the Philippines.
In some countries, they prefer to call it Hi-Tea Service or Snacks service. The
most common element is that this type of event normally composes of food that
is classified as finger foods or pica-pica while beverage requirement depends on
the organizer. Choices on beverage can be limited or what we call open bar.

Cocktail fork, cocktail napkin and small plates are the equipment used
while food service is done by tray service, wherein a waiter/waitress carries a
tray with food and offer it to the guest or sometimes, a small table is set up
where the food are placed.

BUFFET SERVICE

This type of service is also called “fast” meal service. It can apply to
breakfast, lunch, snacks and even dinner. This set up applies as well to various
menus. Another appeal of this service is that it offers the guests an opportunity
to sample items which he/she might not otherwise try, as well as the “bargain”
appeal in terms of price/value ratio. The buffet station must always be clean,
food deliciously appealing, set up with an intelligent thought of arrangement for
guest ease and smooth traffic flow; well lighted for maximum merchandising
and kept open until the appointed time.

LOUNGE FOOD SERVICE

Some type of food service is available in all lounges; from snacks to raw
bar entrees. Basic service rules applies, but with some exceptions.

 Because lounge tables are generally smaller than restaurant tables,

rolled silver is used for food orders. Standard service is one fork, one
knife, one spoon in a linen napkin. (In our case we will only use a
cocktail fork/salad fork and a piece of personalized paper napkin).
 There is no pre-set table complement in lounges for food service, so all
accompaniments must be brought with the order.
 Extra care should be taken to check on cleanliness under tables after
food service, since the lighting makes it difficult to see during cleanup.

PROPER HANDLING OF GLASSWARE

 Always serve spotlessly clean glasses

 Always hold the glassware at the base or stem
 For cups or mugs, it must be picked up by the handle
 Chipped glassware should be shown to the manager/supervisor, and
then discarded
  Always clear glassware first
 Always place glassware into proper rack

PROPER HANDLING OF FLATWARE

 Always serve clean and polished flatware

 Always hold flatware with a waiters towel or at the side of the handle
 Always soak flatware into its proper chemical solution
 Always segregate flatware accordingly and placed into its proper rack.

PROPER HANDLING OF CHINAWARE

 Always serve clean chinaware

 Never pressed your thumb on the plate to avoid thumb mark
 Always clear and stack chinaware according to the same type
 Never carry more than 10 empty plates at the same time
 Always use decoy system

SAFETY CHECKLIST
Always keep the following safety tips in mind………..

 Look as you round corners or say “coming around” as you go around

“blind” corners. Others will know you are coming.
 Wear proper shoes to prevent slips and falls.
 Never run, Avoid sudden stops and runs.
 Slow down, you will get there safer.
 Tell people you are behind them.
 Always walk to your right side.
 Never leave dishes, trays, glass racks or carts in walk - ways
 Never overload trays.
 Use proper lifting technique- lift with your legs, not your back.
 Hold trays with one hand, leaving the other for protection.
 Clean all spills and drops immediately.
 Know location of wet floor signs and mop stations (and use whenever
needed)
 Know locations of fire extinguishers and how to use them.
 Beware of hot surfaces- toasters, coffee, urns etc.
 Never put knives or metal objects into toasters.
 Always use an ice scoop- never your hands or glass.
 Always report an accident or incident to your Supervisor IMMEDIATELY
10 guide in serving wine

1. Approval. Present (label out) to the right of the host/person ordering.

Upon approval, place the wine on the corner of the table.
2. White wines may be opened on the coaster/plate or in an ice bucket.
3. Red wines should be opened on the corner of the table. In-hand opening
is acceptable if space does not permit table top opening.
4. Foil removal, cut the foil below the lip-neat and complete. Pocket the foil.
Two reasons to cut below the lip; (1.) Avoid sediment/dirt to be poured
into wine, (2.) Avoid wine contacting the foil (due to dripping)
5. Wipe bottle. Wipe moisture from bottle.
6. Wipe lip. Wipe the lip of the bottle before and after you remove the cork
with the corner of the napkin. Do not touch the lip with your fingers.
7. Pull the cork. Extract the cork without jolting the wine. Insert the point of
the auger just off-center, set the auger by rotating 1-2 turns, continue
until 1 turns remains on the auger (not penetrating the bottom of the
cork). Set the lever handle and hold in place with opposite hand. Pull
straight up slowly to ensure an even tension on the cork. Continue until
cork is out (you may use your hand around the cork to complete the
extraction if necessary). Pull slowly and steady to avoid breaking the cork
and the excessive POP!
8. The Cork, place without fanfare to the right of the taster. Proceed.
9. Tasting/Approval. Pour 1-2 ounces for tasting. Wait for approval from the
taster.
10. Pouring. The following are general guidelines for pouring sequence;
 Guest of honor (if applicable)
 If a couple/twosome, the other person is serve first
 If a group, pour clockwise around the table: women first, then
men
 Host is always served last.

Fill level should be less than one-half and no more than two thirds full. When in
doubt, pour less not more, if you have a concern that you will not make it
around the table. Pouring level should be consistent from glass to glass.

SPARKLING WINE OR CHAMPAGNE

Sparkling wine service is similar to that of white and red wines with the
following notes;

 Never open a non-chilled bottle. It will explode and foam over.

  Use an ice bucket; 50/50 water and ice. This allows you to handle the
bottle easily and keep the wine properly chilled.
 When opening, place a napkin and your hand over the cork before
loosening the cage.
 Untwist the cage and loosen the wire – do not remove the cage.
 Twist the bottle (not the cork). One hand is holding the cork inside the
cage, twisting the bottle with the other hand, holding the bottle at a 45-
degree angle. Open with a minimum “pop” or a slight “hiss”.

CHECKLIST FOR GOOD SERVICE

A good exercise would be to have servers ask these questions of them, to
see where they stand in terms of good service:

 Do I know the menu thoroughly? Do I know beverages?

 Do I always wear a smile?
 Do I use the proper food accompaniments?
 Do I see that water glasses are constantly filled and iced?
 Do I serve food and beverages properly?
 Do I make guest feel welcome? Am I alert to their needs?
 Do I keep guest tables in order through the whole meal?
 Do I check back at least twice during the meal to see that
everything is fine?
 Do I walk and work with confidence?
 Do I show pride in my job?
 Do I have knowledge necessary to answer other questions guests
may have about the restaurant and hotel?

Guest knows when they receive good service. Very often they cannot specify
why, but they are sensitive to fine details. A good server pays attention to all
aspects of service, knowing that the whole picture is made of a myriad of small
details, each important in its own way; each adding to perfect service.

Prepared by : Macky Amores