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”