F&B Service Techniques for waitress and waiters
1. How to Handle Trays?
All trays must be clean and stain free.
Never overload or stack up too high.
Small service tray should be carried with one hand.
Big tray must be always carried with two hands.
Place the left hand under the Center of the tray with fingers spreading out comfortably.
Heavy, high and hot items must be closed to your body.
Don’t walk too fast and Always use tray mat or liner for balance.
2. How to Change Ashtrays?
Ashtrays must be clean.
Maximum 2 cigarette butts in the ashtray at any time.
Do not ask the guest to pick up their lit cigarette so that you may change the ashtray.
Remove astray from the table if guest is a non – smoker.
Place one of the clean ashtrays straight on the top of the dirty ashtray while removing.
Always wash your hands after changing ashtrays.
Wait until the guest finished the cigarette, then approach, asking politely if they mind you change their ashtray.
3. How to Serve Snacks?
Snacks are served for very guest who seat for a drink.
All bar snacks are free of charge and refillable. (depending upon your hotel policy)
Serve the bar snacks right away when guest seated.
Quantity of bar snacks differ on the number of guest.
If bar snacks is with a shell, each bowl should have an empty bowl.
Always make sure there are enough paper tissues while serving snacks.
4. How to serve Cigars and Cigarette?
Present cigar tray to the guest, with the cigar menu.
All cigar and cigarette must be served as per guest order.
Employees must know what products we sell in the outlet.
All cigarettes must be served on a BB plate with hotel matches.
Cigars should be accompanied with cigar ashtray.
Always offer to light guest cigar or cigarette.
After the guest chosen cigar, prepare cigar ashtray, cutter and matches.
Ask the guest if they would like to have cigar cut and lit, And Cut cigar according to the guest preference.
Light the cigar by using cigar torch or matches and Wave cigar to move lighted embers.
5. How to Handle Telephone in F&B outlets?
All Telephone calls must be answered before the third ring.
Always ensure a “smile” in the voice before answering all calls.
The phone call should be answered as follows:
“Good Morning / Evening, *(Outlet name). Eric speaking. How may I assist you.”
If you are attending a guest face to face while the telephone rings, then excuse yourself, answer the telephone and if required ask the caller if you can put them on hold or offer a call back later.
Always ensure to thank the guest for calling.
Under no circumstances will a telephone call be answered by asking: “Who is calling?”
Maintain correct posture while answering the phone.
Always verify the source of the call by looking at the screen of the phone.
Always finish the call with “Thank you for calling”