1. WELCOME BASIC WAITERING SEMINAR

2. Classroom Standard Stay On Task - We have a lot of materials to cover in a short amount of time Enthusiasm and Participation are Essential - This is a cooperative environment; when you are missing everyone suffers. Be on Time -To Class and from Break Be Respectful -To your self and to others -To the equipment and the program Give Constructive Feedback and Sincere Praise -Success should be Recognized and Rewarded -Areas that need improving should be discussed to make the group more effective Be a Good Teacher and Listener -Promote positive interdependence, individual accountability, group participation, and Social Skills Development is a Major Part of Your Job -The more you know, the more effective you will be when you perform your required task. Cell phone is an Essential Tool of Communication -Please Switch it OFF -Be Focused and be part of the Team

3. QUALITIES OF A WAITER HARDWORKING HARDWORKING FLEXIBLE FLEXIBLE HONEST HONEST RESOURCEFUL RESOURCEFUL GOOD LISTENER GOOD LISTENER SALESMAN SALESMAN LOTS OF COMMON SENSE LOTS OF COMMON SENSE HYGIENIC & WELL-GROOMED HYGIENIC & WELL-GROOMED

4. SERVICE SEQUENCE Welcoming Guests Welcoming Guests Guiding and seating the Guest/s. Guiding and seating the Guest/s. Check comfort and seating arrangement Check comfort and seating arrangement Menu Presentation Menu Presentation Order Taking Order Taking Suggestive Selling Suggestive Selling Repeat Order/s Repeat Order/s Placing Order/s to System and Kitchen Quality Checking Food Presentation Check Satisfaction Offer Dessert and Drinks Presenting the Bill Thank the Guest/s

5. Welcoming Guest Greet Guest/s with a SMILE Greet Guest/s with a SMILE Welcome Guest to the Outlet Welcome Guest to the Outlet Ask if they have a Reservation Ask if they have a Reservation Ask Guest preference (SMOKING or NON-SMOKING) Ask Guest preference (SMOKING or NON-SMOKING) Guide Guest to Table Preference (use open palm) Guide Guest to Table Preference (use open palm)

6. Guiding In Use open palm, direct which way to go. Use open palm, direct which way to go. For elderly and/or disabled assist properly. Note: Ask permission 1 st. For elderly and/or disabled assist properly. Note: Ask permission 1 st. For group with kids, position them in the corner or wall side For group with kids, position them in the corner or wall side For couples assist them to the best view of the restaurant /corner For couples assist them to the best view of the restaurant /corner Always follow guest preference. Always follow guest preference. Assist when sitting by pulling out and pushing back the chair gently (Ladies First). Assist when sitting by pulling out and pushing back the chair gently (Ladies First). Offer kiddy chair for guest with kid/s. Offer kiddy chair for guest with kid/s.

7. Check Comfort Confirm if they are comfortable with the selected seat/s and table/s. Ask if table is enough for the group Ask if temperature is suitable for them. Adjust to any of the guest preference Check satisfaction.

8. Know your Product Know what your product is Know what your product is Portioning Portioning Doneness Doneness Ingredients Ingredients Preparation time Preparation time Presentation Presentation Sauces, condiments, etc. that goes with the meal. Sauces, condiments, etc. that goes with the meal. Cutleries, chinawares & glasses Cutleries, chinawares & glasses Suggest other food items best to go with the meal ordered Suggest other food items best to go with the meal ordered

9. Menu Presentation Present menu to guests (ladies first) Present beverage menu Present food/ala carte menu, suggest appetizer first. Note: Hold menu at upper part with your right hand and assist with your left hand at the bottom part. Inform guest the type of menu you are offering.

10. Order Taking Take down notes and orders Write legibly to be readable Inform Guest regarding Out of Stocks and immediately offer alternatives Listen carefully to what the guest is saying Respond to guest according to the order/s placed. (Yes, Sir/Maam) Thank Guest after taking Orders

11. Suggestive Selling Offer slow moving but highly profitable Items. Consider kitchen stock FIFO Suggest aperitif or wine to go with their meal Offer specialty of the day/house Offer second servings of items ordered. Suggest long drinks and fresh juices Inform guest of food portioning for possible adjustments with their order/s..

12. REPEAT ORDER Sir / Maam, may I repeat your order pls.….. You ordered for (#) pcs. of… Doneness Sidings Sauces Drinks (alco / non- alco) Extras Portion/s Which would you like to be served first? Family style serving…or.. Would that be all Sir/Maam? Thank Guest sincerely

13. Placing Orders to Bar & Kitchen Encode orders to system Encode orders to system Provide copy of O.S. for Beverage Provide copy of O.S. for Beverage Provide copy of O.S. for Food Orders Provide copy of O.S. for Food Orders Specify Sequence and/or type of service Specify Sequence and/or type of service Inform Guest Preference on Food and Drinks Inform Guest Preference on Food and Drinks If preference is not available, inform Guest ASAP. If preference is not available, inform Guest ASAP.

14. QUALITY CHECK (last touch policy) Check if prepared food is within standards Check if prepared food is within standards Check portioning based on standards Check portioning based on standards Check preparation based on guest request. Check preparation based on guest request. Check plates used Check plates used Check cutlery set- up in the table. Check cutlery set- up in the table. Check condiments needed Check condiments needed Prepare all serving gears Prepare all serving gears

15. FOOD PRESENTATION Excuse yourself from the guest when ever presenting any food or Beverage Excuse yourself from the guest when ever presenting any food or Beverage Present to guest through the correct serving side (follow sequence of service). Present to guest through the correct serving side (follow sequence of service). Confirm or repeat order while laying items on the table Confirm or repeat order while laying items on the table Inform Guest of his / her preference and how it has been prepared. Inform Guest of his / her preference and how it has been prepared. Offer assistance after serving. Is there Offer assistance after serving. Is there anything else I may assist you with Sir/Maam? anything else I may assist you with Sir/Maam? Thank guest enjoy your meal/drinks sir/maam. Thank guest enjoy your meal/drinks sir/maam.

16. Check Satisfaction Check when it is the right time to interrupt. (breaking the silence) Check when it is the right time to interrupt. (breaking the silence) Magic word must be expressed before saying something Magic word must be expressed before saying something Hows the food / beverage, hows the taste? Was it prepared to your satisfaction? Hows the food / beverage, hows the taste? Was it prepared to your satisfaction? Is there anything else I may assist you with, Sir / Maam? Is there anything else I may assist you with, Sir / Maam? Thank you very much, enjoy your Meal or Drinks. Thank you very much, enjoy your Meal or Drinks.

17. Offer desserts and hot beverages. Excuse me Sir/Maam would you like to try our _________ for dessert? Excuse me Sir/Maam would you like to try our _________ for dessert? Would you like to have coffee or tea? Would you like to have coffee or tea? I suggest you try our new concoction called _______, its good and helps for fast digestion. I suggest you try our new concoction called _______, its good and helps for fast digestion. Thank you very much (Im sure you will like it!) Thank you very much (Im sure you will like it!)

18. Presenting the bill Secure bill from the Front Office Secure bill from the Front Office Check details of the bill and encircle total amount Check details of the bill and encircle total amount Excuse yourself and present bill to guests Excuse yourself and present bill to guests Request the guest to check the bill to confirm that they have been charged correctly. Request the guest to check the bill to confirm that they have been charged correctly. Check that the guests signature is correct forcharge bill Check that the guests signature is correct forcharge bill Thank guest and excuse yourself. Thank guest and excuse yourself. Forward bill/s to FO for posting Forward bill/s to FO for posting

19. Bid GUEST goodbye !! After processing the bill, return to guest and hand-over change if any. Assist guest as they prepare to leave. Lead guest to doorway. Sincerely thank guest and bid goodbye.

20. ROOM SERVICES Answer the telephone courteously Answer the telephone courteously Listen carefully and have a paper and pen ready to take down notes and order/s. Listen carefully and have a paper and pen ready to take down notes and order/s. Write down Rm # and take order carefully Write down Rm # and take order carefully Repeat order to confirm Repeat order to confirm Offer suggestions for possible revenue Offer suggestions for possible revenue Encode order to system and provide OS to kitchen for production. Encode order to system and provide OS to kitchen for production. Prepare all cutleries, china-wares, glasses, condiments, other request and receipt. Prepare all cutleries, china-wares, glasses, condiments, other request and receipt. Write down orders, room # all dining wares, time etc. to Room service logbook/form. Write down orders, room # all dining wares, time etc. to Room service logbook/form.

21. ROOM SERVICE WITH A PLUS Lay food at table while giving information regarding guest orders. Lay food at table while giving information regarding guest orders. Confirm satisfaction about the order and request. Confirm satisfaction about the order and request. Inform guest to call local # 122 for clearing or inform guest that you will call after 30- 45mins for possible clearing of dishes. Inform guest to call local # 122 for clearing or inform guest that you will call after 30- 45mins for possible clearing of dishes. Offer other services is there anything else I may assist you with Sir/Maam? Offer other services is there anything else I may assist you with Sir/Maam? Thank guest and express Have a good day enjoy your Meal Thank guest and express Have a good day enjoy your Meal Bid goodbye and gently close the door. Bid goodbye and gently close the door. Log on to the room service logbook/form, for the time delivered and endorse for clearing. Log on to the room service logbook/form, for the time delivered and endorse for clearing.

22. The customer is the most important visitor in our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business – he is a part of it. We are not doing him a favor by serving him – he is doing us a favor by giving us the opportunity to do so.