96 STEPS

Standard Operational Procedure

TASK 01: How to answer the telephone correctly
• Answer within “three” rings, as more than three rings simply implies to our guests that we
do not need their business or we do not want to help them.
• Smile on the telephone. It is amazing how the guest can feel the difference - and you too!
• Use the guest’s name if possible, especially if the guest calls from their room and their
name shows on the telephone screen. There is no excuse to miss a chance to recognize
the guest.
• When necessary ask the guest, “May I place you on hold, please?” You never know who is
calling and from which country the person is calling. It should be left up to the discretion of
the caller to decide whether or not they want to be put on hold.
• Never ever screen calls, as this can be perceived as a very impolite gesture on your part. It
could appear as though you are telling the guest that the person they are requesting does
not want to speak to them.
• Eliminate call transfers whenever possible. You “own” the call and you have to provide for
the guest’s satisfaction. Do not pass this task on to someone else.
• In case the guest you are trying to locate cannot be found, ask if the caller would like to
call back at a later stage or if you could take a message
• Adhere to voice mail standards.
• You should speak with a clear voice using good intonation. Be polite at all times.

TASK 02: How to take a restaurant reservation by telephone

Ask the guest for the following information:
• Name of the caller: “May I kindly have your name, Sir/Madam?”
• The exact date for the reservation.
• The exact time for the reservation.
• Number of guests attending.
• Contact telephone number.
Is it a special celebration such as a birthday or anniversary? If this is the case, ask if you can offer
a cake (clarify specific flavor and other preferences). For any further special request please
adhere to your departmental procedure and inform the guest if any extra charges occur.
• Repeat all the information you have collected from the guest, just to make sure that nothing
has been missed, forgotten or mistakenly noted down.
• Thank the guest for having chosen the XXX restaurant at the Dream of Zanzibar.
• End the conversation with, “We look forward to having you with us tonight/on the ….

TASK 03: How to take a reservation directly from a guest

A Give the guest a warm welcome and use the guest’s name if and when possible.
Always keep eye contact with the guest.
• Always smile at the guest and give the impression that their reservation is the most
important thing you have ever dealt with.
B Ask the guest for the following information:
• Name of the guest if not known: “May I kindly have your name, Sir/Madam?”
• The exact date for the reservation.
• The exact time for the reservation.
 • Number of guests attending.
• Contact telephone number.
Is it a special celebration such as a birthday or anniversary? If this is the case, ask if you can offer
a cake (clarify specific flavor and other preferences). For any other special request please adhere
to your departmental procedure and inform the guest if any extra charges occur.
• Repeat all the information you have collected from the guest, just to make sure that nothing
has been missed, forgotten or mistakenly noted down.
• Thank the guest for having chosen the XXX restaurant at the Dream of Zanzibar.
• End the conversation with, “We look forward to having you with us tonight/on the ….”

TASK 04: How to provide information regarding your restaurant

• You must know about all the events that are taking place in your restaurant: Special
promotions, special dishes, menus, prices, timings, entertainment etc… Information is
part of your uniform. The more you know the more professional you appear.
• Only give out information if you are 1000% sure of your answer. Never mislead your guest
as wrong information can have a disastrous effect on your individual professionalism and
on the guest’s image of our hotel.
• You might not have the answer to a few details such as group rates, seasonal room rates
etc… Simply acknowledge the fact and ask the guest if they will allow you to find out the
correct information: “I do not know the exact answer to your question Sir/Madam, but if you
allow me 10 minutes, I will make enquiries and come back to you”. If the guest is calling by
telephone, ask for their contact number so you can call back.
• Some information such as figures, occupancy, or revenue is classified as confidential. We
are not allowed to disclose confidential material. Displaying tactfulness, avoid giving a
specific answer to the guest, for example, “How high is your occupancy rate?” Answer:
“Throughout the year we run an average 90% occupancy rate”.

Task 05: How to provide information regarding hotel facilities

• You must know about all the events that are taking place in your hotel:
• Special promotions, major activities, general concepts of the different restaurants,
prices, timings, entertainment, room rates for the different seasons etc… Information is
part of your uniform. The more you know the more professional you appear.
• Always recommend own hotel facilities as being the best option available in town.
• Only give out information if you are 1000% sure of your answer. Never mislead your
guest as wrong information can have a disastrous effect on your individual
professionalism and on the guest’s image of our hotel.
• You might not have an answer to a few details such as group rates, seasonal room
rates etc… Simply acknowledge the fact and ask the guest if they will allow you to find
out the correct information: “I do not know the exact answer to your question
Sir/Madam, but if you allow me 10 minutes, I will make enquiries and come back to
you”. If the guest is calling by telephone, ask for their contact number so you can call
back.
• Some information such as figures, occupancy, and revenue is classified as confidential.
We are not allowed to disclose confidential material. Displaying tactfulness, avoid giving
a specific answer to the guest, for example, “How high is your occupancy rate?”
Answer: “Throughout the year we run an average 90% occupancy rate”.
 Task 06: How to provide information on off-sight locations
• Be knowledgeable about the general off-site environment: Sightseeing, special places
to visit, museums, restaurants (always up-sell in-house restaurants & facilities).
Give a fair and personal comment about the described place.
• Comment if you have visited it personally or if you heard from another guest or friend
about it.
• If it is a restaurant try to give two or more options and leave the choice to the guest.
• Ask if you can assist the guest in making any reservations, obtaining tickets etc…
• For any general information in the city/country you can always refer to the concierge
desk at the reception where brochures and leaflets on all off-site activities are available.

Task 07: How to greet a guest in an outlet (Name known/Name unknown)

Recognition is one of the most important things our guests tell us they are looking for in our
hotels. This is the best compliment you can make to your guest.
Name known:
With a big smile and feeling of genuine welcome and care:
“Good morning/Good afternoon/Good evening, Mr. /Mrs. XXXX”
Name unknown:
With a big smile and feeling of genuine welcome and care:
“Good morning/Good afternoon/Good evening, Sir/Madam”.

Task 08: How to greet a guest in corridors (Name known/Name unknown)

Name known:
With a big smile and feeling of genuine welcome and care:
“Good morning/Good afternoon/Good evening Mr. /Mrs. XXXX”
Try to personalize your greeting, for example, “How was your dinner in the XXX
Restaurant yesterday?”
Name unknown:
With a big smile and feeling of genuine welcome and care:
“Good morning/Good afternoon/Good evening, Sir/Madam”.

Task 09: How to take a guest’s coat or bag for safe keeping (Optional)
In the restaurant, the area where coats are hung must be visible. For bags, the hostess desk is
the most suitable place (cupboard or drawer with a key is advisable).
• Politely ask the guest if you can take care of their coat or bag.
• Mention that we have a special place (briefly explain its location) where we keep coats
etc…
• If the guest agrees, then carefully take the coat or bag from the guest’s seat to the
designated area, always trying to keep the object visible whilst handling it.
• When the group/guest wants to leave, they will ask you for their coat/bag. Always keep
in mind, however, that the guest might leave the premises forgetting to collect their
property. It is your duty to ensure that this does not happen. In case it is forgotten, keep
an attentive eye out for when the group/guest is ready to leave, and just remind them
politely.

Task 10: How to escort and seat a guest at a table

From the door to the table:
 Lead the guest by walking in front.
• Escort the guest to their table using the easiest route. Try to guide them past the buffet,
as these valuable few moments will give you an extra opportunity to introduce the buffet
dishes or a special display, or to speak about the chef’s creation for the day.
• Avoid passing in between tables and chairs.
• Do not walk too fast or too slow, but use a pace the guest can keep up with.
• When approaching the table, acknowledge it.
• If the guest has specifically requested a table, acknowledge this by saying “As per your
request Sir/Madam, we have prepared this table for you”.
• Highlight the special feature of their choice: If it has a window view, nice view far from
the band, far from the walkway etc.

Task 11: How to escort a guest to the buffet or vice versa

From the door to the buffet table:
Lead the guest by walking in front.
• Escort the guest to their table using the easiest route. Try to guide them past the buffet,
as these valuable few moments will give you an extra opportunity to introduce the buffet
dishes or a special display, or to speak about the chef’s creation for the day.
• If you feel that the guest is interested in your buffet presentation, you can start
showing and briefly explain the different choices and combinations available: starters,
cold, hot, dessert buffets.
• Show the hot section by opening each and every chafing dish and allow the guest
enough time to look inside.
• Briefly explain the dessert buffet.
• A very quick mention can also be made about the price and value for money, as well as
the general system, location of the plates, kitchen orders etc.

Task 12: How to place a napkin on the guest’s lap

• After seating the guest:
• Always start with the ladies first.
• Handle the napkin carefully, neatly and very slowly.
• Unfold it in the easiest possible manner.
• Never make any noise or waive the napkins. It is impolite and unprofessional.
• After finishing with all guests, wish them a wonderful meal.
• With Middle Eastern guests (Muslim), it is a must that a lady unfolds the ladies’ napkins
and a gentleman unfolds the gentlemen’s napkins. It is part of the culture and tradition.

Task 13: How to clear extra covers from the table

After guests are seated, ask if anybody else is joining.
• Pick-up a tray.
• Remove the extra cutlery, napkin and glasses.
Arrange automatically the entire extra items on your tray to look neat and tidy.
• Remove the extra chairs to allow more space for the seated guests.

Task 14: How to protect a guest’s jacket hanging on the seat from getting stained
(Optional)
• Make sure the guest’s jacket hangs properly.
 • While serving, provide extra care to the hanging jackets or coats by keeping the food or
drink away, by keeping a secure distance from the chair.
• Place a clean napkin above the collar if the jacket which has been placed over the
backrest of the chair to protect it from any drippings or spills.

Task 15: How to take a beverage/drink order

Choose the right position and distance in front the guests - not too close, not too far.
• Speak clearly: “Would you care to start the evening with an aperitif? Our
barman/bartender’s creation for the day is xxx. Xyz cocktail consists of x, y, z
Always maintain eye contact with the guest.
• Use up-selling technique/skills at all times.
• Note down the guest choices in the captain’s order note book.
• Repeat the order to the guest. Any special request must specifically be repeated, for
example, “One coke with no ice for Madam” etc.

Task 16: How to pick up drinks and present them to the guest
• Collect drinks from the bar/service bar.
• Arrange the drinks on the tray in such a way that the ladies’ drinks are easily accessible,
as they have to be served first.
• Tall glasses should be placed on the tray as close to the body as possible to avoid slips
or falls.
• Keep glasses closer to each other on the tray in case of any wobbles that the items do
not fall or spill.
• Orders for children must be served in smaller glasses even though it is against regular
standards. For example, soft drinks are usually served in highball glasses, whereas for
children it is advisable to serve them in short juice glasses for easier handling purposes.
• Serve ladies first as mentioned previously.
• Repeat the name of the drink when placing it in front of the guest.
• After placing the drinks, say politely, “Please enjoy your drinks”.

Task 17: How to pour beverages from cans, bottles, pots and pitchers Cans:
• Glasses and cans should be placed on the tray.
• The cans should be opened in front of the guest.
• Pour the beverage whilst it is still standing on the tray.
• Pour slowly taking care not to overfill the glass, especially with carbonated drinks.
• Place the glass in front the guest.
• The cans may not be placed on the table unless otherwise advised by the guest.
• Serve ladies first with the sticker of the bottle facing the guest.
• Gentlemen are served second.
• The host is served last.

Bottles:
• For small bottles such as beer, please refer to the way we pour canned beverages.
For large bottles such as mineral water:
• Bottle is in bucket/water cooler Use napkin to prevent any dripping from wet bottles.
• Serve ladies first with the sticker of the bottle facing the guest.
• Gentlemen are served second.
• The host is served last.
• Have an ice bucket/water cooler ready as part of the mise en place.
• Place the water bottle in the bucket/cooler along with the napkin.
• Refill the glasses automatically during the meals using same method as before.
• A guest must never need to ask a server for a refill. If that happens, it is totally
uncalled for and demonstrates that you were not observant and did not have a
few seconds to serve them.

Pots and pitchers:

• Pots or pitchers are on the tray.
• Serve ladies first.
• Gentlemen afterwards and the host last.
• Have an ice bucket/water cooler/plate with an artichoke and folded napkin ready as part
of the mise en place.
• Place the water pitcher on the artichoke on the plate at your side station.
• Refill the glasses automatically during the meal while protecting any dripping from the
pitcher with a folded napkin
• A guest must never need to ask a server for a refill. If that happens, it is totally uncalled
for and demonstrates that you were not observant and did not have a few seconds to
serve them.

Task 18: How to serve bottled water at the table

• Have an ice bucket/water cooler and folded napkin ready as part of the mise en
place.
• Bottle is in the ice bucket.
• Serve ladies first with the sticker of the bottle facing the guest while preventing
any dripping with a folded napkin.
• Serve the gentlemen afterwards and the host last.
• Place the water bottle in the bucket/cooler along with folded napkin.
• Refill the glasses automatically during the meal following the process. A guest
must never need to ask a server for a refill. If that happens, it is totally uncalled for and
demonstrates that you were not observant and did not have a few seconds to serve
him.

Task 19: How to present a menu to the guests

Pre-open the menu starting with the appetizers/beginning of the menu and present
politely.
Choose the right position from the right hand side and distance in front of the guests -
not too close, not too far.
• Speak clearly.
• Present the menu to the ladies first, then only to the gentlemen and the host last.
• Use up-selling technique skills at all times.
• Present the chef’s creation for the day, but avoid using words such as ‘chef’s
special of the day’.
Task 20: How to suggest menu items/offer assistance in explaining the menu
• Know your menu with the appropriate explanations as perfectly as possible.
• Use up-selling technique skills at all times.
• Present the chef’s creation, but avoid using words such as ‘chef’s special of the
day’.
“May I suggest to you our Chef’s creation consisting of x, y, z…”
• “The “xyz” consists of ….” Explain the ingredients of that particular dish, which is
the creation of the chef and methods of cooking in a tantalizing manner.

Task 21: How to take an exact food order;

“May I ask if you have already made your choice?”
Choose the right position and distance in front of the guest – not too close not too far.
• Speak clearly.
• Always keep eye contact with the guest.
• Use up-selling technique skills at all times.
• Note down the guests’ choices on the captain order. After the guest has chosen
the item state “Excellent choice”
• Repeat the order chronologically to each guest. Articulate well in a clear and
concise tone.
• Any special request must specifically be repeated, for example: “Beef medallions,
medium rare, with extra sautéed vegetables etc…”

Task 22: How to take an order from a large table;

• Apply the right distance and location from the guest.
• Ask individual needs and requirements.
• Guest-by-guest lean towards them, keep the right distance and note down their
requirements.
• A drawing/design of the table with the seat number has to be previously
arranged.
• Guest requests are noted down on the drawing following the right seat
numbering.
• At the time of serving courses this will eliminate asking guests who is getting
which order, that simply will means that you do not know what you are doing as a
service provider.

Task 23: How to repeat the guest’s order for verification

• Start with the ladies first:
• “For you madam, your choice of appetizer is xyz, as a main course your choice is
….”
• Acknowledge each of the guests with their different orders.
Always keep eye contact with your guest to seek their approval.
• Continue with the gentlemen.
• The host is the last one to which we will repeat the order.

Task 24: How to set-up cutlery for various courses

• Bear in mind the different courses the guest has ordered.
• Appropriate cutlery must reflect the guest’s order.
• All cutleries must be set before the arrival of the first course.
 • First course cutlery to be set from the outside in.
• Special cutlery to be set for each ordered course, for example, a spoon on the
left side and dinner fork on the right side is required for a pasta dish served as a main
course.
• Ladies’ cutlery should be set first, then gentlemen and lastly the host.
Task 25: How to carry glasses and place them in front of a guest
• Collect drinks from the bar/service bar.
• The tray must be spotless with no visible scratches.
• Arrange the drinks on the tray in such a way that the ladies drinks are easily
accessible as they have to be served first.
• Repeat the name of the drink while placing it in front of the guest.
• Tall glasses should be placed on the tray as close to the body as possible to
avoid any slips or spills.
• Orders for children must be served in smaller glasses even though it is against
the regular standards. For example, soft drinks are usually served in highball glasses,
whereas for children it is advisable to serve them in short juice glasses for easier
handling purposes.
• Serve from the right hand side of the guest.
• The tray away from the guest in order not to bother him and to avoid any
accidents.
• After placing the drinks, say politely, “Please enjoy your drinks”.
• For the exact location of the glasses in front of the guests, please refer to your
departmental operations manual.

Task 26: How to carry a tray of beverages;

• Collect drinks from the bar/service bar.
• The tray must be spotless with no visible scratches.
• Arrange the drinks on the tray in such a way that the ladies drinks are easily
accessible as they have to be served first.
• Tall glasses should be placed on the tray as close to the body as possible to
avoid any slips or spills.
• Walk carefully, without rushing, zigzagging or making sudden changes of
direction.
• The tray must be carried with the left hand, the palm placed in the center under
the tray. It must be carried at the level of the server’s chest.

Task 27: How to serve wet towels hot or cold; (Optional)

• Clean towels to be available and folded prior to commencement of new shift, as
part of the daily mise en place.
• Use a tray for carrying dirty towels and special tongs for lifting the towels. These
should be ready by the fridge/warmer as part of the mise en place.
• Cold and hot towels have to be rung out, as they must not be dripping when
presented.
• Towels must be lightly perfumed.
• Towels to be already folded in the fridge/warmer.
• Cold towels to be served as soon as the guests are seated.
• Hot towels to be served after main course/dessert depending on type of course
being served.
 • Based on the number of guests, place the exact number of Towels on the tray,
folded facing upwards.
• Using the tongs, lift the Towels from the fold.
• Unfold the towel with class without waving it.
• Present it to the guest at the right distance from their left-hand side, at shoulder
level.
• Ladies first, gentlemen next, host last.
• Bring the Towels clearing tray.
• Wait for the guest to finish.
• Offer the guest to assist him with clearing away the towel.
• Do not leave the towels in a visible area at the clearance station. Your area must
look neat and spotlessly clean.
• Some ladies are not very keen to use towels because they are wearing make-up.
Deal with this situation with tact and professionalism.

Task 28: How to treat infant guests

• Infant guests are V.I.P. guests.
• They require special attention.
• An adequate number of baby chairs to accommodate all requests should be
made available in the outlet.
• Baby chairs must be kept spotlessly clean.
• After the baby is seated and the meal arrives, offer to cut the food on behalf of
the parents.
• Set-up children’s cutlery such as teaspoons or espresso spoons as infants finds
it very difficult to eat with adult’s cutlery.
• A simple rule applies: Treat them and spoil them as if they were your own
children.

Task 29: How to treat guest children (serve children first)

• Children must be treated like little princes and princesses in your restaurant.
• Children are a very demanding type of customer, as they require extra fast
service.
• The drinks and food presentation must be simple but eye catching.
• Offer the parents the option of the special children’s menu as a quick alternative.
• Food favorites are pizzas, French fries, chicken nuggets, pastas, and ice cream.
• Children’s orders must be served as top priority regardless of the parents’ choice.
• Whilst waiting for their course, offer the child(ren) some coloring books/crayons
to keep them busy and quiet, as other guests might not like to see or hear children.
• A simple rule applies: Treat them and spoil them as if they were your own
children.

Task 30: How to treat female guests (for male employees)

• Keep a professional level of eye contact.
• Keep the right distance.
• Treat female guest with special respect and dignity.
• Use the same voice tone like with any other guest.
• Some female guests are attractive, but this must never be a cause to distract
your attention and impair your professionalism.
Task 31: How to treat male guests (for female employees)
• Keep a professional level of eye contact.
• Keep the right distance.
• Use the same voice tone like with any other guest.

Task 32: How to treat indifferent guests (for all employees)

• “The Guest is king”. The guest’s mood must not affect our work or us. The guest
has all the right to be indifferent. We are here to serve the guest.
• Use the three steps of service: Warm greeting, compliance and anticipation with
the guests’ needs, fond farewell. That is what all guests are looking for.

Task 33: How to treat celebrities/V.I.P. guests

• We treat our V.I.P. guests as “regular” guests, providing the same attitude and
professionalism we would give to any other “normal” guest.
• Do not ask for autographs.
• Do not ask to take pictures with them.
• Do not overeager with them.
• You are there to protect their privacy.
• Most of the celebrities/V.I.Ps that choose to stay with us are looking for exclusive
privacy: Provide it for them.

Task 34: How to treat friends and family utilizing hotel facilities
• Treat them as you would any other guest.
• Do not make “special “arrangements as it will discomfort them as well as our
regular guests.
• Small or invisible touches of finesse such as some extra chocolates or cookies
have more effect than very obtrusive acts.
• Do not speak or attend to their table too long forgetting your regular guests.
• Find the right balances so that your regular guests do not notice that they are
your family members or friends and your family members or friends do not feel they are
getting special treatment.

Task 35: How to present the check to a guest

• Wait for the guest to request the check.
• Checks must be presented in a leather bill folder.
• Bill folders must be pre-checked as part of the mise en place: no scratches, dirt
etc…
• The hotel logo must face the host.
• Checks should be inserted in the folder properly with the writing facing the guest.
• A hotel logo pen must be inserted inside the bill folder. Check that it is working!!!
• Carefully present the check to the host, placing it on the table within easy reach
to the right of the guest.
 • Leave the guest to settle the bill while keeping an eye on their reaction or
subsequent call.

Task 36: How to light a cigarette for a guest

• Always use a black lighter; never use a fluorescent or colored lighter.
• Wait until the guest puts the cigarette in their hand or takes it to their mouth.
• At the right distance, showing the guest the lighter, offer to light the cigarette.
• This gesture is very much appreciated showing extra care and attention in your
service for your guest.
• Light a Lady’s cigarette before that of a Gentleman.
• Before meal period please check the height of the flame: You are using a lighter
not a burner.
• Light the lighter turning away from the guest and then carry the flame slowly
towards the cigarette.

Task 37: How to light a cigar for a guest

• Offer the matchbox and the special ashtray.
• The matchbox should be placed on the upper edge of the ashtray, logo facing the
guest.
• After the guest has chosen a cigar and prepared it for smoking, lift the matchbox,
open it, pick up one matchstick, and close the matchbox again.
• Turn your back at a 45-degree angle away from your guest; light the matchstick,
stay in that position until the smoke disappears.
• Turn back and offer the “fire” to the guest.
• Keep the flame until the guest acknowledges it.
• Make a second 45-degree angle turn away again, extinguish the match stick with
a quick flick of the hand, and stay in that position until the smoke disappears.
• Carry the matchstick away. Never put the matchstick back in the ashtray in front
of the guest.

Task 38: How to change an ashtray whilst guest is seated

• Ashtray must be replaced when two cigarette butts have accumulated in it.
• If the guest has been served the meal, ashtray with even one cigarette butt or
any debris must be replaced with a fresh ashtray.
• Carry a clean ashtray on a tray.
• Lift the clean ashtray.
• Cover the dirty ashtray with the clean ashtray (“capping method”) in a way that
the ashes do not fly, lift them together.
• Leave the dirty ashtray on the tray.
Clean ashtray to be turned over and placed where the dirty ashtray was previously.
• Remove the dirty ashtray to the station.

Task 39: How to deal with food or drink spilt on a guest

• Leave everything else.
• Listen, empathize profusely, act and produce.
• Apologize.
• Offer the guest some alternative; if it is a small spill, offer to bring the guest some
hot water to remove the stain. If it is a big stain, the following can be done:
 • Offer to get a complimentary shirt from the retail shop for the guest to wear whilst
the dirty shirt is delivered to the Laundry shop.
• Personally follow up with the Laundry shop to treat “your” shirt as a priority item,
since your guest cannot wait the regular time needed for washing and pressing.
• Inform a colleague to take care of your duties while you are handling this
incident.
• If drink or food is spilt on the table, offer to change the tablecloth or to move the
guest to another table.

Task 40: How to prevent others from stepping on spilt food/drinks on the floor
• Leave everything else.
• Use the LEAP (Listen, Empathies, Act, and Produce) technique to handle the
guest’s complaint:
• Stand by to inform other guests who approach the spilt area.
• Request a colleague to bring you a mop, sweeper or bucket etc…
• Clean the area yourself.
• Stand by until it is completely dry or put a sign up.

Task 41: How to serve coffee during breakfast

• As soon as the guest is seated, offer them a cup of tea or coffee.
• Inform the guest of the different brands of tea and coffee available. Take order.
• Filled sugar bowls as well as milk creamers should already be set on the tables
before the guest is seated.
• Coffee to be served at maximum one minute after order was placed: a longer
period of time is not acceptable.
• The guest will judge the speed and quality of the whole breakfast operations
based on the effectiveness and promptness of the coffee service.
• The first service the guest receives during the day forms a lasting impression and
often even a final impression!

Task 42: How to serve coffee during other meal periods

• After/during dessert, offer to serve the guest some coffee:
• Offer the different brands available (American, Cappuccino, Espresso).
• Take order.
• Sugar bowls and milk creamers to be placed on the tray.
• Carry the whole order by tray.
• Place the sugar bowls and creamers on the table in front of the guest.
• Ladies to be served first.

Task 43: How to serve a bottle of white wine

• Prepare a wine bucket/cooler and a napkin (a different color from the one used
by the guest).
• Wipe the bottle.
• Present the bottle to the guest, label facing the guest.
 • Inform the guest about their choice, read the name of the wine, its vintage year,
its producer’s name and its grape.
• Guest acknowledges.
• Wrap the bottle and carry it to the side station.
• Remove the cork cover without making any noise and place it on a B&B plate.
• Gently wipe the lip of the bottle.
• Present the cork plate to the guest.
• Pour a one-inch amount of wine into the host’s glass.
• Await their deglutition and approval.
• Serve ladies first at a maximum of ¾ of the glass depending on the size of the
wine glass and the bottle.
• Serve gentlemen after at a maximum of ¾ of the glass depending on the size of
the wine glass and the bottle.
• Serve the host last at a maximum of ¾ of the glass depending on the size of the
wine glass and the bottle.
• Politely say, “Enjoy your wine”.
• Replace the bottle in its wine cooler or bucket.
• Automatically refill the glasses.
• The guest must never ask for a refill.

Task 44: How to serve a bottle of red wine

• Prepare a wine basket (a different color from the one used by the guest).
• Wipe the bottle.
• Present the bottle to the guest, label facing the guest.
• Inform the guest about their choice, read the name of the wine, its vintage year,
its producer’s name and its grape.
• Guest acknowledges.
• Wrap the bottle and carry it to the side station.
• Remove the cork cover without making any noise and place it on a B&B plate.
• Gently wipe the lip of the bottle.
• Present the cork plate to the guest.
• Pour a one-inch amount of wine into the host’s glass.
• Await their deglutition and approval.
• Serve ladies first at a maximum of ½ of the glass depending on the size of the
wine glass and the bottle.
• Gentlemen after at a maximum of ½ of the glass depending on the size of the
wine glass and the bottle.
• Host at the end at a maximum of ½ of the glass depending on the size of the
wine glass and the bottle.
• Politely say, “Enjoy your wine”.
• Replace the bottle in the wine basket or red wine silver coaster.
• Automatically refill the glasses.
• The guest must never ask for a refill.
• Do not shake the bottle while performing all these steps as it can easily alliterate
the wine and affect its taste.
Task 45: How to serve a bottle of champagne
• Prepare a champagne/wine bucket or cooler and a napkin (a different color from
the one used by the guest).
• Wipe the bottle.
• Present the bottle to the guest, label facing the guest.
• Inform the guest about their choice, read the name of the champagne, its vintage
year, its producer’s name and its grape.
• Guest acknowledges.
• Wrap the bottle and carry it to the side station.
• Remove the cork cover without making any noise and place it on a B&B plate.
• Gently wipe the top open part of the bottle.
• Present the cork plate to the guest.
• Pour a one-inch amount of champagne in the host’s glass.
• Await their deglutition and approval.
• Serve ladies first at a maximum of ¾ of the glass depending on the size of the
champagne glass and the bottle.
• Gentlemen after at a maximum of ¾ of the glass depending on the size of the
champagne glass and the bottle.
• Host at the end at a maximum of ¾ of the glass depending on the size of the
champagne glass and the bottle.
• Politely say, “Enjoy your champagne”.
• Replace the bottle in its champagne/wine cooler or bucket.
• Automatically refill the glasses.
• The guest must never ask for a refill.

Task 46: How to serve a glass of house wine

• Pick up the glasses of house wine from the bar/service bar.
• Pick up a tray (tray must be spotlessly clean with no visible scratches).
• Arrange the glasses on the tray in such a way that the ladies drinks are easily
accessible as they have to be served first.
• Repeat the drink when placing it in front of the respective guest.
• After placing the drinks, politely say, “Please enjoy your drinks”.

Task 47: How to serve draft/bottled beer

• Pick up drinks from the bar/service bar.
• Beer must be served in chilled glasses.
• Glasses must be filled until approximately two inches from the rim, the remaining
two inches must consist of froth (depending on the type of beer and the guest’s
preferences, some beers have to be served with more, some with less froth).
• Arrange the drinks on the tray in such a way that the ladies drinks are easily
accessible as they have to be served first.
• Repeat the name of the drink when placing it in front of the respective guest.
• After placing the drinks, politely say, “Please enjoy your drinks”.

Task 48: How to avoid inquiring from the guest, who is getting what while serving
• The whole operation should already be planned and organized on the captain’s
order while taking the order from the guests. Seat numbers are assigned in the
 restaurant by the team and will be allocated in guest order. For example: seat number
one is getting salad and beef, seat number two is getting salad and chicken etc…
• While picking up the dishes the plates will be picked up in the same assigned
way.
• Guest Ladies’ numbers will be circled on the captain’s order and pick up will also
follow this rule as ladies have to be served first.

Task 49: How to create a moment of truth

• Soon after the main course has started, approach the table and ask the guest:
• “Is everything to your satisfaction, Sir/Madam?”
o In case of disapproval, immediately act by offering to exchange the dish to the
guest’s liking, replace it with another dish etc…
Do not wait until the guest finishes the course to inquire. By then it is too late.

Task 50: How to carry plates with food

• Do not carry more than three plates per server.
• Make sure that the rims are spotlessly clean. No fingerprints or sauce spills around them.
• Plates must reach the guest looking the same way as when they left the kitchen.
• Carry them carefully.
• Carry them straight in order not to spill the sauce or vegetables.
• The guest must have the same creation and presentation the chefs’ prepared for them.

Task 51: How to carry a tray with beverages

• The tray must be spotlessly clean with no visible scratches.
• Carry the tray with your left hand.
• Your palm should be centered in the middle of the underneath of the tray.
• The tray must be at your chest level, not too close and not too far from your body.
• Carry the tray with confidence and pride. It is part of your working tool.
• While carrying items on your tray, never rush as this might cause accidents.

Task 52: How to alert someone in front of you while you carry hot/heavy items
• Do not walk fast.
• Speak clearly to alert the person in front of you.
• “Excuse me please, Sir/Madam…I am carrying very hot plates/soup etc…”
“Be careful!” or “Watch out behind you!”

Task 53: How to place equipment with handles in front of a guest

• Carry all equipment carefully on your tray.
• The plate should be placed on an under liner in front of the guest, approximately one
inch away from the edge of the table.
• All handles should be placed parallel to the guest’s body.

Task 54: How to clear soiled plates

• Pick up the plate with the most leftovers first.
• Place it in the palm of your left-hand.
• Continue clearing the rest of the plates. Make a 45-degree angle turn away from the
guest, in order to avoid any food spills etc… and clear the plates onto the first plate.
• Place the cleared plate’s one on top of the other.
 • Place cutlery in an X shape on the bottom part of the clearance plate: knives inserted
under the fork.
• Do not carry more than what you can handle as it might be dangerous for the guest as
well as for your health.
Task 55: How to handle broken items or damaged OS&E
• Record all such items in the outlet record sheet.
• Damaged items should be placed in the special bin for the collection of damaged items
situated near the dishwashing area.
• Broken items should be placed in the special bin for the collection of broken items
situated near the dishwashing area.
• For specific items such as juice pitchers/containers or large broken quantities the
stewarding manager and the outlet leader should be notified. A report has to be filled
out.
• Never try to hide any broken items in the usual bins as you might harm your colleagues.

Task 56: How to avoid wastage of food, beverages and other supplies
• Note down the right order and guest requests.
• Order the right quantity.
• Monitor your stocks.
• Use the “first in first out”(FIFO) method.
Transfer the short expiry items back to the stores or to another outlet such as banquet for internal
use.
Do not open two items at the same time. Use the opened one first.
• Return unused but closed items to the kitchen or to your stock on hand.

Task 57: How to serve bread and butter

• Butter must not be hard to cut.
• Bread must be fresh and crispy.
• Both have to be carried on a clean tray.
• Butter to be placed on an under liner and bread in a breadbasket and both put in the
middle of the table in front of the guests.
• If butter dishes are used, after placing the dish, remove the cover and place it on the
side of the dish.

Task 58: How to present a packet of cigarettes to a guest

• Cigarette packet to be opened.
• Silver foil cover should be removed.
• Top of the packet should be left opened.
Do not take cigarettes out of the packet as it might be perceived as unhygienic.
• Place a full matchbox beside the packet of cigarettes, Restaurant logo facing the guest.
• Place the packet of cigarettes and the matchbox on a silver or B&B. plate.
• Place the plate in front of the guest.
• For more details and pictures, please refer to your departmental operations manual.

Task 59: How to present a portable telephone to a guest

L.E.A.P is the answer
• Listen, Empathize
• Act and Produce
 • Listen emphatically to the guest’s complaint.
• Convey appropriate body language.
Constant eye contact is a must.
• Active listening is the key.

Task 61 How to listen to a complaint from a guest

Portable telephone to be placed on a silver plate covered with a clean napkin.
• Inform the guest about the call.
• Hand over the phone to the guest after getting their approval.
Place the tray in front of the guest.
• Wait until the guest finishes the call and puts back the telephone set on the tray.
• Seek their final approval before removing the tray.
• Remove the tray.

Task 60: How to present a magazine or a newspaper to a guest

Inform the guest about the different newspapers available.
• Newspaper to be nicely folded as if it is new and nobody else has previously opened it.
• Carry the newspaper in a smart and professional manner.
• Do not read or look into the newspaper while carrying it.
• Present the newspaper to the guest from the right hand side at the correct distance.
• Place it in front of the guest.
• After the guest has finished reading, offer to fold the newspaper for them and remove it
so that they have more space.

Task 62: How to “own” a guest complaint

• Use the L.E.A.P technique.
• Your body language will show it. Your guest must feel and have the impression that you
have left everything aside in order to resolve the complaint.
• Instant guest pacification is the key. The guest’s complaint must be “owned and
resolved to the guest’s satisfaction” in no more than maximum 20 minutes.
• Basic 13 clearly states how to “own” a guest complaint:
• “Never lose a guest. Instant guest pacification is the responsibility of each and every
employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction
and record it”.
• For more details, please refer to your departmental operations manual or the L.E.A.P
training course.

Task 63: How to observe and react to the guest’s body language
• The body language, facial expression and voice intonation of the guest will reveal their
particular mood.
• If the guest is irritated, act accordingly: L.E.A.P.
• If the guest is intoxicated, stop serving alcohol.
Always pay attention, observe and scrutinize your guest’s body language in order to anticipate the
guest’s needs and requests.
 Task 64: How to react to a negative comment from a guest
• Always take it as a positive step towards improvement.
• Listen carefully.
• Do not give any bad comments or explanation.
• Note everything down.
• Thank the guest for the feedback and promise to discuss the issue with the concerned
department.
• There are no negative comments, but rather there are comments, which will lead us to
our product and profit dominance by constantly improving ourselves and systems by
listening to what our guests expect from us.

Task 65: How to handle an intoxicated and/or violent guest

• Analyze the guest’s body language and behavior accordingly.
• Try to calm the guest down and speak to them gently.
Offer to serve the guest some oily food such as French fries, to reduce the effect of the alcohol.
• Offer a non-alcoholic beverage.
• Never serve large quantities such as a triple quantity in one glass.
• Try to lure the guest away from the other guests by, for example, mentioning that he
has received a telephone call.
• “Sir/Madam, I humbly apologize but for your safety and as per government laws I am
not allowed to serve you additional drinks”.
Notify Security and Duty Manager immediately if situation worsens.

Task 66: How to bid guests a warm farewell

• Await your guest at the door of your restaurant.
• Third step of service: Bid a fond farewell.
• Have a big smile on your face, as your body language and your “heart” have to give a
fond farewell to your guest.
• Do not waive your arms, shout very loudly etc…
• Do not give your hand to your guest unless he does so first.
• Also follow your guest’s body language. In some cultures a kiss on the cheek or a hug is
part of the greeting tradition. Anticipate this by knowing your guest’s behavior.

Task 67: How smiling at all times can help create good feelings
• Nobody likes upset persons or persons who do not smile.
• A smile is like a miracle cure that can heal or resolve problems.
• Smile from the heart.
• Smile with the guest and your colleagues will help create a positive work environment.
• Smiling helps create a positive work environment.
Smiling releases the pressure during busy times or difficult situations.

Task 68: How to thank a guest for a gratuity

• Do not look into the bill folder until the guest leaves.
Your reaction must be the same for a penny or a billion: Always be thankful.
• A gratuity is an extra bonus that the guest gives. It is not a must!!!
• A simple smile, genuine eye contact and a simple, “Thank you very much Sir/Madam”
from the heart are more than enough.
 Task 69: How to maintain a positive posture in public areas
• Always maintain a professional posture:
• Straight body, straight chest.
• Never put your hands in your pockets.
• While awaiting a guest, do not fold your arms.
• Never lean on a wall or counter.
• Always look attentive and ready to serve the guest.
Your posture will reflect your general professionalism.

Task 70: How to be discreet about our guests

• Our guests are looking for exclusive privacy.
• We must be able to guarantee this to our guests.
• No personal information, situations or comments about any of our guests must be
forwarded to any persons from outside our operation.
• Never speak with a guest about a situation, which happened with another.
• Never ask for any autographs or pictures with our guests.
• Discreet, efficient and professional service to be applied at all times.

Task 71: How and when to offer a handshake to a guest

• Do not waive your arms, shout very loudly etc…
• Do not give your hand to your guest unless he does it first.
• Follow your guest’s body language… in some cultures a kiss on the cheek or a hug is
part of the greeting tradition…Anticipate it by judging your guest’s behavior.

Task 72: How to up-sell and not annoy a guest

• A professional approach must be undertaken in each interaction we have with our
guests.
• Know your product inside out.
Know exactly what your guest is looking for.
• Match guest request with options of your product.
• Use up-selling techniques.
Read and analyze the guest’s body language.
If a guest has chosen an item, do not argue with him or try to deliberately push to choose another
item.
If the guest is not interested in your suggestions do not continue.
Speak with a clear voice and tone.

Task 73: How to respect guest privacy and allow space

• Each guest needs their vital space where they feel secure and in peace with their
environment.
To “provide a refined and relaxed ambiance”, surrounding and atmosphere.
• Always keep in mind to provide that vital space to ensure guest privacy and space.

Task 74: How not to say “no” to a guest

• The guest is always king, and all “reasonable” wishes must be fulfilled.
• If you know that what the guest is requesting for is not available, just say that you will
look for it. Disappear for a few minutes and then inform the guest that unfortunately the
xyz is presently not available.
 • Always speak politely, “May I check for you if this will be possible”.
• Always give other alternatives to the guest’s requests.

Task 75 How to help elderly guests

• Offer your assistance for any request.
• Handle the elderly with care.
Adjust yourself to their pace.
• Adapt your voice to their requirements.
• Anticipate their needs by being aware of their functional disabilities or difficulties.
Task 76: How to help handicapped guests
• Offer your help.
• Handle them with care.
• Follow their pace.
• Pace your voice to their requirements.
• Offer assistance for any request.
• Anticipate their needs by anticipating some functional disabilities or difficulties.
• Arrange enough space for them to move in the area.
• Make the area as functional as you can.

Task 77: How to assist guests who speak a different language

• Try to find a common language to communicate in.
• Rely on some discrete signs/sign language.
• Explain to the guest to allow a few moments to search for a person who can
communicate in their particular language.
• Locate a colleague who can speak the guest’s language.

Task 78: How to treat all guests equally

• Treat all guests in the same manner.
• Do not make “special “arrangements as it might inconvenience other guests.
• Small or invisible touches of finesse such as some extra chocolates or cookies will have
bigger effect than very obtrusive acts.
• Do not speak or attend certain guests for too long forgetting your other guests.
• Find the right balance between all your guests.
• Provide the same level of professionalism and service to all your guests.
• Guests must never have the feeling that they are your second choice guests.
• Each guest must feel that the individual treatment you are offering is your best possible
service.

Task 79: How to keep the guest check ready at all times
• During the meal and as soon as time allows, pre-enter all your orders.
• Enter your orders automatically throughout the meal period.
Check all your postings as many times as you can.
Before handing over the check to your guest, re-check your postings for the last time.

Task 80: How to maintain an accurate check for a guest

• During the meal and as soon as time allows, pre-enter all your orders.
• Enter your orders automatically throughout the meal period.
• Check all your postings as many times as you can.
Before handing over the check to your guest, re-check your postings for the last time.

Task 81: How to prepare a separate check for individual guests

• Enquire discreetly if a separate check is required for each guest.
• If so, take the master bill and separate the respective postings.
• Ensure that all the postings have been separated as per guest consumption.
• Present the check as per guest consumption request.

Task 82: How to handle forgotten articles of a guest

• Try to return it to the guest immediately. Contact either the parking area, or call their
room etc…
• Forward it directly to the “lost and found” located either with the security or
housekeeping department.
• Do not delay informing the “lost and found” department for any reason, as it will be the
first department contacted for any inquiry about the forgotten item.

Task 83: How to refrain from a private conversation in an outlet

• No personal telephone calls are permitted.
• No mobile phone should be carried while on duty.
• No conversation to be carried out in public areas or within the guest’s sight.
• Private conversations to be carried out during meal or break time.
• Refrain from a private conversation since it is not a part of the exclusive service, which
we have guaranteed our guests.

Task 84: How to create an environment of pride and joy among colleagues
• Offer lateral service.
• Be part of the team and build team spirit, as this is one of our top priorities.
• Be part of the solution process.
• Behave professionally at all times.
• Have and find the time to get to know your colleagues. Create a friendly relationship.
• Understand and listen to the concerns of your colleagues.
• Offer help when needed.
• Be there when they need you.
• Organize activities outside the workplace.

Task 85: How to treat each other with respect and dignity
• Never raise your voice.
• Communicate any concern to the appropriate person.
Never be offensive to a colleague.
• Never criticize a colleague (be constructive).
• Always listen to their ideas.
• If you feel that a misunderstanding has emerged, apologize or clarify the situation.
• Do not prejudgment or discriminate due to a person’s background, nationality or culture.
• Respect and accept others as they are.
• Learn from each other.
• Be competitive with a win-win attitude.
• Always behave like “A Lady and Gentleman serving A Lady and Gentleman”.
 Task 86: How not to waste time on the job
• The rule is simple: “Your mis en place is half of your work”.
If your mis en place is perfect, you avoid wasting a lot of time and a stressful situation.
• A positive readiness and “Yes Go” attitude make you ready to cope with difficult
situations.
• Acquiring the right technical skills during training sessions will help you save your time
and others’ time too.
• Always find something to perform, as there is always something to be done.
• Be proactive at your work place.
• Prioritize your tasks and pace yourself.
• Give each task the amount of time it requires. Do not concentrate on one particular task
forgetting the rest.

Task 87: How to clean and go whilst keeping the flow

• The server golden rule: “Never ever walk with empty hands”. Always find a dirty item to
take to the back area and a clean item to bring from the front area.
• When your station is “perfect”, give help to the other stations.
• Always keep an eye on the tables while you are walking towards the back area.
• Always keep an eye on your table sequence of service, anticipating the next moves
already before getting to the table.

Task 88: How to maintain flow in traffic at the work place

• Always maintain free access in your working area.
Remove all items susceptible of causing a mess, by constantly clearing and cleaning.
• Follow entry and exit signs.
• Walk following the right side of the flow of traffic.
• Never run as it can cause accidents.
• In case of a spillage, put up a sign and remove the spill immediately.

Task 89: How to say “no” to rumors and negativity

Never listen to a rumor and do not nurture it.
• Your behavior will determine if the rumor will persist or die.
• Be neutral and passive while facing any rumor or negativity.
Create a positive atmosphere and avoid negative issues.
Stay away from negative people – ignore them and walk away from them.

Task 90: How to adhere to emergencies in your area

• Be fully aware of all emergency procedures.
• Follow and comply with the emergency plan procedures.
• For more details about fire safety or First Aid techniques, please refer to your
departmental operations manual.

Task 91: How to take pride in your appearance and hygiene

• “Take pride and care of your personal appearance. Every one is responsible to convey
a professional image by adhering to clothing and grooming standards”.
• No torn, wrinkled or stained uniform to be worn.
All uniforms must be immaculate.
• General rules for Ladies:
 • Neat hair style with very little gel, all hair longer than shoulder-length to be tied as per
company grooming standards, no strong perfumes, one ear ring per ear, no ring in the
nose or visible piercing, light make up, no mini skirt to be worn, one ring per hand
including the wedding ring, discrete nail polish (neutral color), shiny shoes, no high
heels (maximum one inch), name badge should not be scratched.
• General rules for Gentlemen:
• Neat haircut with very little gel, no ponytail. shave daily, no moustaches (in Food &
Beverage). One ring per hand including the wedding ring, shiny shoes, and name badge
should not be scratched.

Task 92: How to do a daily line up in the most effective way

• Read the line up several times before presenting it.
• Start with the general basics of the day and elaborate on them.
• Food and beverage basic of the day.
Room’s basic of the day.
• Commitment to quality.
• Quote for the day.
• Be fully aware of general information such as daily events, V.I.P. arrivals, G.I.A. forms
etc…
• It is not a one-way speech: try to make everybody participate and share experiences or
situations.
• Give live situations - do not mention specific names or experiences.
• The rule is simple: Be fully aware of the information prior to presenting it.

Task 93: How to speak clearly and have people understand you
• Speak with a firm tone.
• Articulate clearly.
• Maintain eye contact.
• Speak at a speed, which people can follow and understand easily.
• Ask if there is any question or clarification needed.
• You can ask the person to repeat what you have just explained. Some times a drawing
can also help.
• Use the different ways of communication: Speaking, writing, signs etc…

Task 94: How to stay calm during crises or busy hours

• Avoid stressful situations.
• Think positively.
• Have enough rest, recuperation and energy outside working hours.
• Be as organized as you can.
• Ask for help when really needed.
• Never lose control of the situation.
• Keep constant eye contact with your guests and colleagues.
• Have your mise en place ready.
• Smile, it will release all the stress and help you cope with it more smoothly.
• Always think of the worst possible case scenarios and be prepared for eventualities.
 Task 95: How to provide lateral service to an outlet in need
Inform your leader or colleague so that they can cover your duties.
• Inform precisely where you are going.
• Inform when you expect to be back.
• Make sure you do not need any lateral service at that time.
• Do not jeopardize your own operation.

Task 96: How to stay out of trouble at work

• Just behave as “a Lady and Gentleman serving Ladies and Gentlemen”.
• Behave as Ladies and Gentlemen in all your interactions.
• Never fight.
• Never raise your voice with others.
• Never consume drugs or be under the influence of alcohol or hallucinogens.
• Do not involve yourself in unclear situations or reactions.
• Never overreact to situations. Think before doing anything.
• Follow the Hotel’s policies and procedures.
• Always speak in a polite manner and tone.
• Use the right verbiage and vocabulary.
• Report any unclear situation to the appropriate person.
• An old saying goes: ”Before speaking or performing an action, think seven times before
saying or doing what you thought of…”