BANQUETSERVERTRAINING

q WhatisJ JOBasaBanquet Server Theserverisresponsibleforthecompleteserviceoffoodand beverages,cateringtoallguestsneeds. Theserverworkscloselywiththecaptainorheadwaiter/waitressto providetheguestwithanenjoyable j bl dining di i experience. i

C.A.R.E.S. C ARES Customersareourfocus Attitudeaffectseverything y g Respectothers havefun. Earnprofitsforeveryone Service S i i isEVERYTHING!

BASICROLES
Ensurethesettingoftablescompletelyaccordingto

diagramand/orsampletable. Serveandclearfoodandbeverage g q quietly, y, professionally,andquickly,usingproperservingand clearingtechniques. Keepworkareaclean,andcoordinateactionswiththe Banquetteammembers,andallothermembersofthe frontandbackofthehousetoensureflawless customerservice. Maintaing goodgrooming g gandpersonal p hygiene. yg

Servers Server sEtiquette

Uniform
White Whi Tuxedo T d Shirt Shi BlackDressPants BlackBowTie BlackApron BlackSocks/NaturalColoredHose RubberSoledShoes NameTag HairTiedUp(iflong) Serviette S i tt Smile Allshirts,pants,andapronsmustbe

ironed.

ServersEtiquette continued

FriendlyService

Rememberthatg guestscanseey youwhenevery youareintheroom becourteous,efficient,andquiet. Maintaingoodposture andneverslouch,lean,orslump Whileintheroom,smileand,whenappropriate,acknowledgeguests through h hb brief i feyecontact. Allassociatesshallremainonthefloorwhileguestsarearound. Eachservershouldconstantlymonitorhis/herstation,refillingwater glasses,andservingfreshcoffeeortea.

HandlingRequests

Donotneglect D l aguestrequestjust j because b the h guestis i notin i yourarea. Ifhe/shemakesarequestdirectlytoyou,takecareofitpersonallyand quickly,ifpossible.

ServersEtiquette continued R l f l i C l i Rules forR Resolving Complaints

1.

ListenandEmpathize

Listeningisthemostimportantcomponentofthecommunicationprocess. Havingempathyisbeingawareofandsensitivetotheemotionsofothers IthinkIknowhowyoufeel. IunderstandwhatisupsettingyouandIamgladyoutoldme.

2.

Apologize p g andCommittoSolving gtheProblem.

Acceptresponsibilityfortheproblemsresolution. Ifyouareunabletodoso,bringintotheattentionofthecaptainormanager.Ifthe complaintsregardsameal,removetheplateandreplaceit.

3 3. 4.

IdentifyaMutuallyAcceptableSolution CheckBackandFollowUp

WhentheGuestLeavesthetable

Takenapkinandfolditneatly Setnapkinbackontable. Attend tte dtot the ep place acesett setting gasneeded eeded Repositionthechair

TeamSystemofService
- To increase all aspects of service to the guests.

BackPosition: FrontPosition: Supportthefront Beonthefloormostof partner time i toserveguests runningfooditems handlingactualfood fromthebackaisleto deliverytoeachguest thestation,responding andtakingspecial tospecialguestrequests requestswhichhe/she f from the th front f tpartner, t th passesonto then t the th andanticipatingthe backpositionserver. nextneedofthefront partner.

COMMUNICATIONSTANDARDS
ControllingServiceintheRoom Floorsupervisorcontrolservice

Whenserving Whenclearing Beginandend

CommunicationwiththeKitchen HeadCount Any A last l tminute i t requests t Anyanticipatedproblemsthatmyarise CommunicationwithGuests 10 10and5 5Rule Thisruleisaboutthezonebetweencustomerandemployeein termsofhospitalitygoodcustomerservice. Smile,makeeyecontactwithacustomerat10footrange Smile,greetthem,andofferassistancewithina5footrange

PREMEALBRIEFING
MakingtheMostoftheMostImportant15Minutes

Apremealbriefingisrequiredbeforeallmeal functions Itistobeconductedbythefloorsupervisor functions. inchargeoftheevent.Stationassignmentsaregiven outaftertheagendaiscovered.

Inspect:Toinsurethestaffreadyforthefunction Inform:Communicateaccurateinformation;
StandardAgenda/StationAssignment

Motivate :To T h haveaPositive&Productiveshift

PRE EVENTPREPARATIONGUIDELINES
Makesurethatlinensarecleanandpressed norips,fadingorburns. ConfirmwithyourCaptain/HeadWaitress exactlywhatplacesettingsarerequiredfor eachevent. Foldnapkinsneatlyaccordingtothedesign selectedbytheCaptain/HeadWaitress orthe th event trepresentative. t ti Confirmthatallutensilsneededforeach courseareincludedateachplacesetting Inspect p alldishesandg glasswareforspots p or blemishes Makesureallwickerbasketsarefreeof frayingandcrumbs. Beatyourpost post,inuniformandreadytowork atleast15minutesbeforeanyeventis scheduled tobegin. Completeallservicesetupandensurethe doorscanbeopenedbeforetheeventstarts

TABLE CLOTHES
Cloths for all table arrangements 1. Should be clean and free from rips and burn holes. 2. Should be pressed (small wrinkles may be smoothed out with palm of hand; excessive wrinkles must be pressed with an iron or steamer). 3. Creases should be centered following the same directional principle in which the tables for the function were positioned. 4. Cloths should not fall below the seats of the guests chairs, but should be tangent to (i.e., (i e just touching) the top of each chairs chairs seat. seat 5. Turned under side of the hemline should be facing the table. Round Tables 1. Cloths should be centered on the tables so there is an equal drop on all sides. 2. Center fold line should run from north to south (head of the room is always considered north) with corners of the cloth dropping directly over table legs, depending on where head table is.

Basic Table Setting Method

a. Assembly Line Technique
- One server sets one particular item at a time on all the tables (e.g., all forks, all knives, etc.)

b. Station Set
One server (or team) is responsible for setting all the items on his/her(their) particular station. With this method, well organized and combined efforts increase efficiency and decrease setup time. Table/station assignments can be made prior to the premeal briefing with any additional questions/details regarding assignments discussed during the briefing briefing.

TABLESETUP
Thefirstplateorplacesettingmustalwaysbesetinthe12oclockchair theonethatfacesthenorthwall. Chairsmustbelightlytouchingtablecloth. Twosugarcaddies dd and dtwocreamersoneach htable. bl Twosetsofsaltandpeppershakerscompletelyfilledoneachtable. Thefirstplate(orplacesetting)shouldalwaysbesetthecenter. Theremaindersareevenlyspacedfromthere.

PLACE SETTING C S GREMINDERS S

Napkinininchfromtable. Knifebladefacesinward. SpoonandKnifehandlesareeven. Entreforkisevenwithtopofknife. Saladforkinchlowerthanentrefork. Appetizerforklowerthansaladfork(ifserved5course) Dessertforkabovenapkin,handlefacingleft. Intermezzospoonabovedessertforkwithhandlefacingright.(4and5course

only) Coffeesauceplacednearedgeoftable. Coffeecuphandleat4oclockposition. Waterglassdirectlyabovetipofknife. Champagneglassat11oclocktowaterglass Wineglassat5oclocktowaterglass BreadandButter(B&B)plateaboveforks. B&Bknifehandletotheright.

STANDARDTABLESETTINGfor BREAKFAST
Bread and Butter (B&B) plate above forks

Bread&Butter

W t glass Water l directly di tl above b ti tip of fk knife. if

Water Juice
10 11 Coffee C ff C Cup& Saucer

Napkin

EntreFork

from the edge

The flatware must be placed no closer than from the edge of the table.

STANDARDTABLESETTINGfor LUNCHEON
Bread and Butter (B&B) plate above forks. Bread B d&Butter B tt
Dessert fork and coffee spoon are always at the top of the place setting. Coffee Spoon on top.

Dessert

Water glass directly above tip of knife. Water Wine

Entree

10 11 Salad
Napkin

Wine glass at 5 oclock to water glass

Salad fork inch lower than entre fork.

from the edge

Soup Entree Salad

Coffee Cup & Saucer

The flatware must be placed no closer than from the edge of the table.

STANDARDTABLESETTINGfor FORMALDINNER
Bread and Butter (B&B) plate above forks. Bread&Butter
Dessert fork and coffee spoon are always at the top of the place setting. Coffee Spoon on top.

Dessert Water W t glass Water l directly di tl above b ti tip of fk knife if RedWine Entree Salad 10 11 11 Wine glass at 5 oclock to water glass

WhiteWine

Appetizer

Napkin

Appetizer fork lower than salad fork. fork

from the edge

Salad fork S f lower than entre fork.

Entree Salad Soup

Coffee Cup & Saucer

NAPKINHOLDING
Aspecialtablesaysthatyoureallyvalueyourguests whenyoumaketheextraefforttosetthetable beautifully. beautifully

ThePyramidNapkinFold TheStandingFanNapkinFold TheBishop'sHatNapkinFold Th C The Candle dl Napkin N ki Fold F ld TheRosebudNapkinFold TheCrownNapkinFold

ThePyramidNapkinFold
Thisclassynapkinfoldingtechniqueissimple,fast,andcanbemadeeasilywithmostnapkins.Ifthenapkin b i used di thi and dflops fl easily il then th iron i itwith ithlight li htstarch t hprior i to t folding f ldi and ditwill illt tperfectly f tl ! being isthin turnout

FoldNapkinin Half Diagonally Diagonally.

Fold Cornerto Meettop Point.

Turn Napkin Overand Foldin Half.

Pickupat Centerand Standon Baseof Triangle.

TheStandingFanNapkinFold
Elegantanddecorative,thisisaclassicnapkinfoldingtechnique.Asusual,andironhelpsbutis notnecessary necessary.

Fold napkin ki in i half.

Starting b tt bottom, accordion pleat2/3 way yup. p

Foldupin halfwith pleatingon the outside outside.

Foldupper right i htcorner diagonally downto foldedbaseof pleatsand turnunder edge.

Placeontable andrelease pleatstoform fan.

TheBishop'sHatNapkinFold
Thisisaclassicdinnernapkinfold,butitcanbedifficulttolineupthecornersinthecap.Some starchandanironmakeiteasiertobeprecisewhilefoldingthisone.

Fold napkinin half makinga rectangle.

Foldcorners tocreatea parallelogram.

Turnnapkin k over lengthwise. Foldup p from bottomonto itself;pull right i httip ti downfrom under.

Bringcorners together tuckingone intothe other.

Openbaseof foldandstand upright.

TheCandleNapkinFold
Soyouwantsomethingeasyandelegant?Somethingthatlooksniceandfancybutdoesn't takeaboatloadoftime?Trythisoneonforsize.

Foldnapkin inhalf diagonally

Foldup base 1/3way. way

Turnnapkin overandroll frombottom totop

Tuckcorners insidecuffat baseoffold andstand.

Turnonelayer ofpointdown andseton b base.

TheRosebudNapkinFold
Thissophisticatedclothnapkindesignbenefitsfromstiffmaterialorlightstarch.Ahotironwill alsomakeiteasiertobeexact.

Foldnapkinin half diagonally

Foldcornersto meetattop p point

Turnnapkin overandfold bottom2/3 wayup.

Turnnapkin aroundand bringcorners together, tuckingoneinto theother.

Turnnapkin aroundand standon base

TheCrownNapkinFold
Doyouwantyourdinnergueststofeellikeroyaltybuthavenoredcarpet?Treatthemlike kingsandgivethemallcrowns!Thenyoucanusethisnapkintowipethecheeseoutofthat i t d ti introduction. Thisnapkinfoldingdesignjustdoesn'tworkwellwithoutalittlestarchinthecloth,ifit's saggingit'suglysotakeyourtimeandgetitright.

Laythenapkin facedownin frontofyou.

Fold F ldthe h napkin ki inhalfdiagonally.

Orient O i the h napkinsothe openendsare pointingaway fromy you.

Fold F ldthe h right i h cornerupsothat thepointrests directlyontopof themiddlecorner. Theedgeofthis newflapshouldlay onthecenterline ofthenapkin.

Repeatstepfour R f on theotherside, bringingtheleft mostcornerupto meetthemiddle corner,creatinga diamondshape.

TheCrownNapkinFold
Continued

Foldthebottomofthe napkinupabout2/4 2/4's s ofthewayandpress thisfolddownwell.

Foldthesmaller t i l d triangle downso thepointrestson thenearedgeof thenapkin.Press.

curltheleftandright sides id of fth thenapkin ki upsotheymeetin themiddleandtuck oneintotheother.

Standitupandtugatitwhere needed d dt toevenitupand d rounditout.Ifyournapkins aretoolimpthenthinkof starchasnapkinviagraand makethemgoodandstiff.

TRAYSTANDARDS
CARRYINGTRAYS
OVAL
Carryoveryourleftshoulder Tray jacks should only 1handundertheheaviestpart be placed around the perimeter of the room. Fingerspointedtothebackofthetray Donotcarryinfront,atwaistlevel Keepyourotherhandfreetobalancethetray tray,opendoors doors,carrythe traystand,etc

16ROUND Useasdirectedformixeddrinks,individualbeverageorders,etc. Carryontheleftforease,infrontofyourbody

TRAYHANDLINGGUIDELINES
Traysrequirespecialcaretoavoidaccidents.Followthese guidelines guidelines.

LOADINGTRAYS
Neverloadmorethanyoucancarry 2tripsarebetterthan1accident Beforeloading,checkthatthetrayiscleananddry Placeheavieritemsatcenterofthetrayoronthesideclosesttoyourbody Laytallglasswaredownandawayfromtheedgeofthetray Laycondimentbottlesflatonthetray Fitplatecoversproperlybeforecarefullystackingonthetray

Neveroverloadtrays.Stackheavier itemsatthecenterofthetray.

SERVINGFROMTRAYS
Always use a tray stand with oval trays Open p stand, bend at the knees, g gently y slide the tray y onto center of the stand Never place tray on chair

CLEARINGDISHESONTHETRAYS
Whenremovingsoiledplates,theremainingfoodshouldneverbescraped Ontothebanquettray.Instead,placetwoplatessidebysideandthen Slidethefoodontooneplate.Thiswillleaveoneplatewithallthefoodonit, Andonestackofplateswithnofoodordebris. Dothiswithyourbacktotheguests,asquietlyaspossible. Nonoiseshouldbeheard.

Carryovaltraysover yourleftshoulder,withonehand undertheheaviestpart.

TABLESIDE SERVICE STANDARDS:

1. Serving a Whole Table a. Ladies before gentlemen b. Old before young c. Food is served to guests left side, and beverage is served from the guests right side. Clearing dishes is from the guests right side. d. Walk Forward : After serving someone, walk forward in the direction you are facing.

Walk clockwise while g beverages g and clearing. g Serving

Walk counter-clockwise while serving the guest.

Always serve food from the left of the guest.

Always serve drinks from the right of the guest.

Keep cups and glasses on the table when refilling them.

Hold all dishes by the rim of the plate. Keep your fingers away from the food.

Always clear items onto an oval tray. Clear food and beverages from the guests right.

TABLESIDESERVICE
BreadService:lunch=breadbasket,
dinner=thefirstbreadservebytheserver

SoupService: usingatureenwithaladle SaladService:noncomposed/composedsalad ServingSauces:tobepassedbytheserver DessertandCoffeeService:coffeemustbeserved, followedbydessert. PassingHorsDoeuvres:carrytheplate,platterortrayin whiteg glovedhands,andoffer ff abeverage g napkin p totheguest. g

TypesofFoodService
PlateorAmericanService
Mostcommonformofbanquetservice Foodpreparedinkitchenandpresentedonguests

plates

RussianService
Foodpreparedinkitchen Servedfromplattersontoguestsplates

(continue d)

30

TypesofFoodService
FrenchService
(continue d)

Foodpreparedtablesideoncartsoragueridon Requiresspacebetweentablesforcarts

PresetService
Firstcourseontableswheng guestsarrive

Buffetservice
Guestsservethemselvesfromarrayedchoices

laCarteCatering
Guestshavechoiceofentres

31

STYLESofSERVICE
AMERICANSTYLE
PlatedService:Foodisplatedinthekitchenandservedtoguests. AlaCarteService:offthemenuservice.Guestsareprovidedamenuas

theyareseated.Duetothetimeandcostconstraints,theappetizer,salad anddessertarepreselectedforallguests. guests BuffetStyleService:walkthroughthebuffetasaguestwouldtohelpto finetunetheplacementofitemsandensuremaximumaccessibilityand convenience.

FAMILY STYLESERVICE
Theguestsbasicallyservethemselvesafterreceivingplattersoffoodthat

arep passeddownthetable.

FRENCHSYTLE
Theuseofelegantservingpieces;theheatingandgarnishingoffoodat

yaCaptain. p tablesideby Veryimpressive,butrequiresamplespace.

STYLESofSERVICEcontinued
RUSSIANSTYLE
Thefoodisfullypreparedandprecutinthekitchen.Allcoursesareservedeither

fromplattersorfromaspecialdishcalledanEscoffierdish.Tureensareusedfor soupandspecialbowlsforsalad.TheruleforRussianserviceistoplaceempty platesfromtheright,bygoingaroundthetableclockwise.Foodisservedfroma platterfromtheleftoftheguest,continuousservicegoingaroundthetablecount clockwise.Clearfromtheright,movingcountclockwise.

BUTLERSTYLE
ThisserviceissimilartoRussianService.Thedifferenceistheg guesthelps p himor

herselffromthetraywhichtheserverholds.Thisrequiresadditionalportioning,in casethegueststakemorethantheirshare.

ENGLISHSTYLE
ThisserviceissimilartoRussianServiceandtofamilystyleservice.Foodisbrought

tothetableonatray,orbowls,presentedtothehost,whoeithercutsthefood him/herself / ofchoosestohaveitdoneby ytheserver, ,away yfromthetable.Agood g exampleisawholeturkeyorroastbeef.

EXAMPLE OF SEQUENCE OF SERVICE OF DINNER SERVICE

1. First courses food is served to guests left side. 2. The first course food plate and silver is cleared from the guests right side with the right hand. 3. s right side; leave on table if guest 3 The first course wine is cleared from the guest guests requests. 4. Second courses wine is served from the guests right side. 5. Second courses food is served from the guests left side. 6 The second course food plate and silver is cleared from the guests 6. guest s right side side. 7. The second course wine is cleared from the guests right side; leave on the table if guest requests. (Repeat) 8. Entre is served from the guests left side. 9 Entre is cleared from the guests 9. guest s right side side. 10. Entre wine is cleared from the guests right side. 11. Bread and butter plates and knives are cleared from the guests left side as each guests entre plate is cleared. 12 Butter/margarine, 12. Butter/margarine salt and pepper are cleared cleared. 13. Cream and sugar are served. 14. Coffee cup and saucer is served from the guests right side. 15. Coffee is served from the guests right side. 16 Dessert is served from the guests 16. guest s left side side. 17. Dessert is cleared from the guests right side. 18. Guests are thanked for coming as they leave. 19. Final clear.

GENERALBANQUETSERVICEGUIDELINES
1. Trayjacksshouldonlybeplacedaroundtheperimeteroftheroom 2. Removealltraysfromtheroombeforethemealbegins;donotreturnthemuntil clearingisrequiredormealservicehasended. 3. Remainonthefloorwhileguestsareeating 4 Only 4. O l l leaveth thefl floort toremovedirty di t items it orpick i kupfood f d&beverage b items. it 5. Whenintheroom,keepquietlyfocusedondiners donothuddleorchatwithfellow servers. 6. Constantlymonitorthecarpetforitemsthatneedpickupandremoval 7 Carrynomorethan3entreesatatimefromtheservicestandtothetable 7. 8. Warnguestswhenservinghotplates,beverages,etc. 9. Handleallitemsasquietlyaspossiblearoundguests(andtrytokeepnoisetoa minimuminareasadjacenttothediningroom.

THEDONTsof BANQUETSERVICE
Dontplaceanapkinunderyourarm. Dontwipeyourfaceoryourmouthwith

yoursidetowel. Dontusetheguestentranceduringa function Dontstandinalargegroupcongregating duringafunction Donteatordrinkanythinginfrontofthe guests. Donteatanythingwhileservicingthe guests. Dontstandaroundwithyourhandsinyour pocketsoryourarmscrossed Dontpickupglassesbythetops Dontgotobreakalltogether Dontchewag gumduring gafunction

CLEANILINESSANDSANITATION
gChecklist DailyCleaning
BanquetLinenChecklist BanquetEquipmentCareChecklist

Skirting SilverChafers Mirrors Candles CoffeeBreakUrns NumberStands&Numbers Salt&PepperShakersandSugarBowls

SideWorkAssignment:prefunction/postfunction

BEVERAGESERVICESTANDARD
yCustomerServiceintheBararea Q Quality
GreatAttitude

Agoodattitudeandapleasantpersonality Artoftakinganorder,deliveringtheproductandpresenting thecheck.

ServiceSkills

SalesSkills

Properserviceskillsandtheabilitytointeractwithcustomers Upselling ll skills k ll

ProductKnowledge

Differentflavorsandgooddescriptiveelementsoftheproducts

BEVERAGESERVICESTANDARDcontinued

Mixology

g recipes p Needtoknowthebeverage Ingredients,portionsize,glassware,mixingtechnique, garnishes Propertechniquesandknowledgetoservedraftbeereffectively andefficiently. Youeatwithyoureyes

DraftBeer

Presentation

SettingtheStage

Settingtheatmosphereorambianceofthebar Lights,music,ashtrays,snacks,televisionsetc.

TYPEOFBARSERVICE
HostedBars Allbeveragesconsumptionchargestotheclientsmaster account Open O Bars B Limitednumberofpeopleandlimitedtimeperiod. Chargestotheclient clients smasteraccount CashBars SelfServiceBars RelativetotheHostedBarServicewithoutabartender Suggestedo only ybee beer, ,wine, e,soda,and a dmineral e a waters ate s

THANK YOU