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Basic FNB Service Training Module

This document provides an overview of food and beverage service training modules covering personal hygiene, customer service, and daily restaurant operations. The two modules are: 1. Personal Hygiene and Grooming, which emphasizes the importance of cleanliness, grooming, and hygiene habits for servers. It provides tips for maintaining nails, hair, uniforms and minimizing jewelry. 2. Effective Customer Service, which outlines key aspects of restaurant operations like order taking, plating techniques, water service, complaint handling and inventory processes. It also details table setup, menu knowledge, suggestive selling and order repetition best practices.

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hotelchamp23
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© © All Rights Reserved
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Download as PPTX, PDF, TXT or read online on Scribd
177 views

Basic FNB Service Training Module

This document provides an overview of food and beverage service training modules covering personal hygiene, customer service, and daily restaurant operations. The two modules are: 1. Personal Hygiene and Grooming, which emphasizes the importance of cleanliness, grooming, and hygiene habits for servers. It provides tips for maintaining nails, hair, uniforms and minimizing jewelry. 2. Effective Customer Service, which outlines key aspects of restaurant operations like order taking, plating techniques, water service, complaint handling and inventory processes. It also details table setup, menu knowledge, suggestive selling and order repetition best practices.

Uploaded by

hotelchamp23
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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BASIC

TRAINING
MODULE
FOOD AND
BEVERAGE
SERVICE
TABLE OF CONTENTS
MODULE 1 - Personal Hygiene and Grooming
• Importance of Personal Hygiene
• Elements of our body and keeping it clean
• Dressing our best for work
• Good habits vs Bad habits

MODULE 2 – Effective Customer Service


• Restaurant Operating Procedures
• Basic table setup
• Service Techniques
• Basic Order-Taking Procedure
• Menu knowledge
• Basic Table Service
• Effective Clearance
• Guest Complaint and Situation Handling
• Inventory and Breakage Handling
MODULE 1 -
PERSONAL
HYGIENE AND
GROOMING !!
PERSONAL HYGIENE AND GROOMING
1. Good grooming and clean presentation gives the
waiter a feeling of well-being and the confidence.
2. Guests will have the confidence in an establishment
if
the waiter is well groomed, neat and professional.
3. Hand hygiene is particularly important as the server’s
hands are constantly under the eye of the guest.
Finger nails should be kept trimmed, well-shaped and
very clean.
4. Fingering hair, face & hands should be discouraged
at all times in the restaurant.
5. Jewelry worn by service staffs should be kept to
minimum. A watch, one plain ring
and small plain earrings are permissible
6. Uniforms should be well tailored and fit properly.
7. Waiters should wear conservative comfortable shoes,
well-polished and black socks
Good Habits VS. Bad
Habits
Good Habits
• Shower Everyday
• Comb your Hair
• Cut Your Nails
• Wear Clean and Fresh Clothes Bad
• Wear Polished Shoes and Clean
• Socks Mouth Hygiene
Ensure Habits
• Use Deodorants and Smell • Biting Nails
Fresh • Unkempt hair
• Always carry a Smile
• Body Odor
• Chewing gum
• Flashy Jewelry
ASSUMING RESPONSIBILITY

1. As one grows in maturity one’s responsibility


increases
2. One has responsibility towards ones employer,
the guests and also ones fellow- workers.
Furniture and equipments are costly; one has
the responsibility to take care of it.
3. Responsibilities grow as ones skill increases.
4. Taking the job seriously, no matter how menial,
will be recognized by those in higher authority
MODULE 2 –
Effective
Customer
Service in F&B
Daily
Operations !!
Basic Table Setup
BASIC ORDER TAKING
TECHNIQUE
● Approach the guest from the left hand
side
● Always carry a pen and KOT pad
● Open the menu to the first page place it in
front of the guest
● Have proper knowledge of menu items
● Inform the guest of preparation time
● Ask for any dietary restrictions
● Suggestive selling can help in getting
higher sales and better guest
satisfaction.
● Don’t forget to repeat the order
SERVICE
TECHNIQUES IN A
RESTAURANT

Preplated Service

Platter to plate Service


CLEARANCE
● Three plated clearance
● Clearance using a salvar
● Proper of crockery and
glassware
SERVICE OF WATER
● Water should always be
served from the right hand
side.
● The water glass should be
filled an inch from the top
● A serviette should be used to
aid the service of water and
prevent any drops from
falling on the table.
GUEST COMPLAINT
HANDLING
Five steps for handling
complaints
● Step 1: Listen. ...
● Step 2: Respond. ...
● Step 3: Offer solutions. ...
● Step 4: Go above and
beyond. ...
● Step 5: Learn.
INVENTORY AND BREAKAGE
THANK
YOU !!

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