Define Service Styles

There are many types of food and beverage establishments; for example, fast food, full service,
cafeteria, lounge, casual, formal, or themed. The type of establishment will determine the style of
service provided. Professional food and beverage servers should be able to adapt their service styles
to meet the expectations of the establishment in which they are working. Service styles include:

Banquet service – Pre-arranged plate or buffet service for a group

Buffet service - When guests choose meal items from a common serving table and serve themselves,
are served by a server, or a combination of both

Family-style service – Food items are fully prepared and placed on serving platters or in bowls in the
kitchen; the server then places the platter or bowls on the table and guests serve themselves.

French service – Food is partially prepared in the kitchen and then finished and served from a
guéridon at tableside.

Off-site catering – Partially or fully prepared food is delivered to a location off

premises.

Plate service – Food is fully prepared and placed on plates in the kitchen; the server
delivers the food to the guest's table.

Platter service - Food is fully prepared in the kitchen and is placed on serving platters; the server
shows the platter to the guest and serves the requested items and amounts with a serving spoon
and fork.

Room service - Food is partially or fully prepared and delivered to the guest's room in the property
to be finished and/or served.

Use Selling Techniques

The ability to use selling techniques is a valuable skill. Telling guests about special promotions or
encouraging them to order appetizers or desserts, for example, is good business for both the food
and beverage server and for the establishment. Average guest checks are increased. Servers who
consistently and appropriately use selling techniques demonstrate their product knowledge and
enable guests to make informed decisions. Informed decisions help to enhance a guest's dining
experience. Satisfied guests are more likely to return to the establishment. Thus, proper use of
selling techniques is a good idea!

To incorporate selling techniques into your food service activities, you might do the following:

 Describe the daily or weekly specials and other items as requested. For example, use
descriptive adjectives, list primary ingredients, and describe preparation methods.

 Suggest alternatives for out-of-stock items.

 Be sure to determine your guest's needs and wants by asking open-end questions. Open-
ended questions are queries that cannot be answered with a simple yes or no response. For
 example, "What would you like with your steak?" is an open-ended question. A closed
question is, "Would you like mushrooms with your steak?"

 Suggest popular items or your own personal favourites, if asked.

 Use sales props if they are available. For example, point out tent cards or present a
particular item instead of describing it. If possible, consider providing small samples for
guests to try.

 Suggest add-ons by offering items that complement one another, e.g., offer with the guest's
fries.

 Suggest upgrades to a menu selection. For example, try asking, “To finish your meal, would
you like a delicious cappuccino instead of regular coffee?"

 Ask questions to determine preferences, particularly if the guest is unsure or hesitant. For
example, ask, "Can I answer any questions about our menu selections?" or "Do you need any
additional information about our menu?"

Determine Menu Information

Being knowledgeable about your menu enhances your competence. A good working knowledge of
food and beverage products aids in suggestive selling and helps in describing menu offerings
descriptively and with credibility. Another benefit is that knowledge can reduce misunderstandings
between co-workers and decrease the chances of receiving an item that is not what the guest
ordered. A competent server must have excellent communication skills in order to do the job.

Be sure to read the menu thoroughly, especially if it changes on a daily or weekly basis. Learn
portion sizes and the ingredients that go into the menu items. Familiarize yourself with terms used
to describe food and those for food preparation techniques

Learn also about preparation times so that you can advise guests who may be on a restricted
schedule. Be able to describe the way that the food is presented and know what menu items cost.

An excellent way to increase your knowledge of menu items is to participate in product sampling
sessions. Not only can you taste the food or beverage product offered, but you will also see how it is
presented. You will also have the opportunity to ask questions to clarify information that you are
uncertain about, such as asking your supervisor about the pronunciation of terms or names.

Identify Common Dietary Requests

Customers are changing and are better informed than ever before. They also have high expectations.
Recently, it has become increasingly important for food and beverage personnel to be able to
identify common dietary requests. Remember that some allergies are life threatening. It is vital to
check for offending ingredients (e.g., fish, gluten, nuts or nut products) in all components that make
up a meal, including sauces, broths, or coatings. Ignoring dietary requests can be fatal to your guests.

Some common allergens include

• Shellfish
• Nuts
• Monosodium glutamate (MSG), natural or artificial (used in some seasonings like soy sauce)
• mushrooms
• Alcohol
• Gluten, e.g., wheat flour protein
• Nitrates, such as the preservative used in smoked or cured meat
• Sulphites, such as the preservative used in wine or seafood
• Dairy products

Other special dietary requests may be based on religious or cultural issues. For example, in some
cultures, certain meats are not eaten.
One of the most common dietary requests that you will encounter is for a vegetarian menu. There
are several types of vegetarianism:

• Vegan is a vegetarian diet containing no meat, dairy, or animal products

• Lacto-vegetarianism includes dairy products, such as milk, cheese, and yogurt
• Lacto-ovo vegetarianism includes animal and dairy products, such as milk, cheese, and eggs
• Ovo-vegetarianism excludes animal products except eggs

Some guests will be on restricted diets due to health reasons. Restrictions can include
• Salt
• Fat
• Sugar
• Cholesterol
• Calories
• Caffeine

Suggest Wine and Food Combinations

When suggesting wine and food combinations, it is important to remember that there are
exceptions to every rule. Red wine does not always have to be served with red meat and white wine
is not always served with fish. Your guest's beverage preference should be your first consideration
when making suggestions.

After consulting with the guest, use your product knowledge and expertise to make suggestions.
Here are some guidelines to keep in mind:

• Light-flavoured, light-bodied wines are paired with mild-flavoured foods. For example, you could
suggest a sauvignon blanc and oysters.

• Full-flavoured, full-bodied wines are paired with full-flavoured foods. For example, a hearty
cabernet sauvignon goes well with steak.
• Dry wines, such as chardonnay, are served with foods that are not sweet. For example, chardonnay
is nice with quiche or casseroles.

• Sweet wines are often served with sweet foods. For example, pair icewine and chocolate torte.
Many people enjoy a sweet dessert wine (e.g., port) with a fruit and cheese platter at the end of a
meal.

Follow Guidelines for Wine Service

Guests in a restaurant depend on serving staff to have a certain level of knowledge and expertise of
wine and how it should be served. It is important for food and beverage professionals to be aware of
wine service guidelines to ensure that guests receive food and beverage products that are the most
pleasing to their palates. Demonstrating your skill in the pairing of food and wine and applying your
knowledge of wine service guidelines are both excellent ways to show your professionalism.

Basic guidelines for wine service include serving

• Light wines before heavy wines

• Dry wines before sweet wines
• Simple wines before complex wines
• White wines before red wines
• Chilled wines before wines at room temperature

Types of Wines
White Rosé Red White Red
Light to medium- Light to medium- Light to medium Medium to full- Radium to full-
bodied bodied bodied bodied bodied
Pinot Grigio White Zinfandel Pinot noir Chardonnay Merlot
Sauvignon Blanc Gamay Zinfandel
Chenin Blanc Valpolicella Cabernet
Resling Chianti
Serve Tables

Knowing bow to serve tables correctly is critical to ensuring that guests receive smooth and efficient
service. There are a number of steps involved in table service. Review the following checklist:

Acknowledge guests by greeting them promptly, smiling, and making eye contact. Be sure to
welcome regulars, but use your discretion, being careful not to embarrass your guests.

Provide menus, explaining specials and mentioning any items that are out of     stock. If you have run
out of a menu item, perhaps say,   just wanted to let you know that the beef Wellington has been so
popular today that. Unfortunately, we've run out. But we have many other excellent dishes that I'm
sure you will enjoy."

Check that guests are comfortable where they are seated. Remove extra place settings, if necessary.
This prevents the contamination of place settings and provides more space for guests.

Determine the billing method so that you know, for example, if you need to prepare separate
checks.

Provide coasters, napkins, ashtrays, or other tableware as required.

Use responsible alcohol service and intervention strategies.

Use selling techniques by determining your guest's wants and needs.

Take beverage orders courteously, asking if guests are ready to order.

Choose a reference person for orders to help ensure the correct placement of the beverages. For
example, start by recording the order of the person on your right, moving around the table in a
clockwise direction.

Key the beverage order into the point-of-sales system.

Make or order the beverages.

Deliver the correct beverages to each person. State the name of the beverage as it is placed in front
of the guest and warn guests about hot drinks.

Take the food order, going clockwise around the table. Finalize any details such as accompaniments
to the meal, e.g., rice, baked potato, or fries, or how the guest prefers to have his steak cooked.
Acknowledge the order, for example, by repeating it in order to confirm accuracy. Confirm the time
of service for those courses that are out of sequence, such as appetizers ordered in place of a main
course. You could say, "Would you like your wild mushroom appetizer at the same time that I bring
the entrees?" Be sure to note any special requests or substitutions, such as a request for a salad
instead of the potato offered with the entrée.

Remove menus when they are no longer required by the guests.

Place the food order by keying it into the point-of-sales system. Be sure to place the order to the
kitchen in the correct sequence, for example, appetizer, soup, salad, main course or entrée, and
dessert. Remember, though, to adjust the sequence of the order to meet the guests' requests. Also,
consider the preparation times for different items and order them accordingly, if necessary, so that
all required items will be available at the same time. Communicate any special requests by, for
example, using modifiers on the point-of-sales system or by writing them down.

Pick up food orders as soon as they are prepared by the kitchen. Confirm that the items arc yours
by checking the bill. You should ensure that menu items are complete and correct, and that the
entire order is ready.

Check the presentation of the order. For example, check that the portion size is correct, that all
required items are on the plate, that the plate is free from drips and greasy fingerprints, and that the
food is fresh-looking, with no skin on gravies or sauces. Request a correction if items are not as
ordered or if the presentation is unsatisfactory or incorrect.

Garnish as necessary. Make sure that cold items are served cold and hot items are served hot. You
may need to cover the food or ask a co-worker for assistance in order to deliver a large order in a
timely fashion. Use clean, dry cloth napkins to handle hot plates.

Arrange the food order according to the serving pattern. For example, the first meal picked up
should be the last meal served.

Serve the food order. Although you should try not to interrupt guests in mid-conversation, discreetly
make sure that they are aware of your presence so     that you avoid startling them or having them
accidentally bump you.

Serve and remove items from the table without reaching across guests whenever     possible. Present
the order, serving it in the established sequence. For example, women and children are served first,
starting with the woman/child to the right of the host, and continuing counter-clockwise around the
table. The host is served last. For booth service, guests furthest from the server are served first.

Be sure to serve the correct item to each guest.

Position the plates properly. For example, the main course items, such as the     meat or fish, should
be placed at the six o'clock position, or directly in front of the guests. Plates should be placed
approximately 5 cm (2 in) from the edge of the table.

Identify the order when it is placed on the table by stating the name of the     item ordered. For
example, say, "Your steak, sir." Do not question the guest by saying, for example, "Are you having
steak?" It is your job to know what the guest has ordered.

Identify special details of the order, such as whether the steak is rare or the potatoes are salt-free,
and warn guests about hot plates. Watch for acknowledgement from the guests, such as a nod,
smile, or comment, to confirm that the orders are correct.

Serve courses to guests at the same time.

Ask if anything else is required and if not, wish your guests an enjoyable meal.
Perform regular quality checks. For example, check with guests two minutes after delivering an
order to determine their needs and satisfaction level with the food or beverage orders. Ask open-
ended questions, such as "How are you enjoying your sandwich?" Take prompt action on any
requests or problems, such as removing the plate from the table if a guest is dissatisfied. Be
observant and offer guests additional items, such as another beverage, before they have to ask.

Perform table maintenance as required.

Take and deliver subsequent orders, such as dessert or after-dinner beverages.

Prepare the table for each course by, for example, providing the appropriate cutlery and
condiments.

At the end of the meal, ask if your guests would like anything else. If so, fulfil the request, such as
pouring coffee or re-filling water glasses. If not, prepare the guest check.

Present the guest check. 

Process the payment.

Return change or charge/debit card, being sure to smile and thank the guests. Use the guest's name
when possible. (It could be on the credit card.)

Continue to serve and acknowledge the guests' presence. Coffee or water should be refilled, as
required.

Express a genuine farewell as guests leave and invite them to return.

Clean the table or counter thoroughly and prepare for the next guests.

Handle Tableware

Handling tableware correctly involves a combination of care and common sense. By following these
guidelines, you can do the job well and minimize risks:

 Cutlery should only ever be handled by the handles.

 Deliver clean cutlery to the table. You could carry it wrapped in a clean napkin or on a clean
plate with a clean napkin beneath and covering the cutlery.
 Handle plates by the rims only. Carry them with your forgers underneath and your thumb
against the rim. Avoid touching the food area of the plate.
 Handle glassware by the base or stem only, that is, avoid touching the rim.
 Handle cups by touching only the base or handle.

Carry Trays

Food and beverage servers need to know how to carry trays properly in order to increase efficiency
when carrying multiple items and when clearing items from tables. The following checklist explains
how to carry trays safely and efficiently:
 Follow workplace traffic guidelines, such as saying, "Behind you" when walking behind a
team member.
 Use your free hand to clear your path of obstructions, such as to open doors.
 When using an arm or bar tray, carry the tray on your hand with fingers spread beneath it
for control. Maximize control by carrying the tray at chest height, keeping it close to your
body, and ensuring that it is evenly loaded with heavy items in the centre. Serve directly
from the tray.
 When using an oval serving tray, know your own limitations. Do not carry trays that are too
heavy for you. Balance the tray on one hand, and rest heavy trays on your shoulder. Ensure
that the tray is loaded with the heaviest items supported by your shoulder and the lighter
items toward the outside edge of the tray. Carry the tray at shoulder height but make sure
that you keep your hair controlled so that it does not contact the tray or plates. Raise and
lower the tray to the tray stand by bending at the knees while keeping your back straight.
Place the tray on the stand putting your free hand on the rim before setting it down. Be sure
the tray is balanced before serving from it.
 Do not set trays directly on the tables.
 Restaurant Sequence of Service or Service Cycle

SEQUENCE OF SERVICE IN RESTAURANT

Courtesy is one of the most essential aspects of restaurant service, so is a degree of formality,
especially in upmarket operations. Efforts must be made to ensure a relaxed and welcoming
atmosphere with a warm, friendly and efficient service provided with politeness.

The sequence of service is referred to as the order in which a waiter provides service to guests from
the time the guest enters the restaurant to the time he leaves the restaurant. Preparation to deliver
satisfying service begins before the guest steps into the restaurant with activities like handling
reservation, allocation of the table, F&B service and farewell once the guest arrives in the restaurant
there is a certain sequence that is followed to make his/ her meal experience pleasant.

Handling Reservation & Allocation of tables:

Reservations are accepted in fine dining or speciality restaurants; coffee shop does not accept
reservations. Following points must be noted down while taking down a reservation:

 Name of the guest

 No. of pax
 Time of reservation
 Contact number and name of the booker
 Any special request/ requirement
 Table preference.

Reservations of the day are discussed during the briefing prior to meal period; allocation of the
tables is done at this time. Allocation of the table is done prior to the arrival of the guest and a note
of the same is made on the reservation register, so that;

 The guests can be seated on the appropriate table, as per request or occasion.
 All restaurant staff is aware of the same, thereby eliminating confusion and ensuring smooth
and professional welcome.
 Ensuring optimum seating levels in the restaurant.

Welcoming the Guest:

Restaurant Service Sequence

However the restaurant staff may seek spontaneity and friendliness, certain rituals are a must while
welcoming a guest to the restaurant.
As the guest enters a restaurant, he/ she must be greeted cordially and must be made to feel
comfortable. Usually this task is performed by the hostess of the restaurant, however, is not just
restricted to her. It is for each and every restaurant staff to see to it that the guest is greeted within
30 seconds of arriving in the restaurant.

Guest must be greeted with a clear and affable tone of voice, good appearance and a smile. Every
guest must be welcomed with the greeting of the day, i.e. Good Morning/ Good afternoon/ Good
Evening.

If the guest is regular then must be greeted with name, i.e. ‘Good morning Mr. David’. Greeting
phrases differ from restaurant to restaurant. In ethnic restaurants, the guest is greeted in the
national/ regional greeting.

In case the restaurant staff is busy serving other guests, they must ensure that even though they
may not be physically free to welcome guest, they must acknowledge their presence by a smile or a
gesture to say “We will be with you in a minute”. Never ignore the guests.

Find out if the guest has a reservation:

If yes -> Then escort them to their table and address them by their name, should they not be
satisfied with the table then offer alternatives.

If No -> then ask them for their preference of table and escort them to the table. Guest should be
led to their table, if there is a gesture towards the table, it must be done with an open palm facing
upwards rather than pointing a finger on to the table.

Seating the guest:

 It is guests’ prerogative to choose where they want to sit or where their host would like
them to sit.
 Ladies must be seated first.
 Seating the guest on a chair Stands straight 9-12” behind the guests’ chair.
 Bring the right foot forward, with the knee touching the wooden skirting of the seat in the
middle. Hold the chair from both the hands from the sides of the back.
 Lift the chair about 1’’ from behind and pull it back, ensuring that there is adequate space
for the guests to go between the table and chair.
 When the guest proceeds to sit down, move the chair slowly towards the guest, till it is
comfortable for the guest and rest the chair of the floor.
 It must be ensured that the chair is not dragged.
 Seating the guest on a sofa if space is not sufficient for the guests to move in, move the table
outside and place it back in position as soon as the guests have sat down.
 If the table is heavy then the waiter must ask for assistance from his colleagues, under no
circumstances the guests’ help should be sought.

Pouring water
As soon as the guests are seated, the waiter must pour water. Guests’ must be asked for their
preference of water (regular, mineral, aerated, spring water) and while pouring water following
points must be kept in mind:
 Regular water poured from a water jug should be clean with sufficient water for the number
of people on the table.
 Should be cold and room temperature as per the guest’s requirement.
 Should be carried on an underliner or with a waiters’ cloth neatly folded to ensure that the
condensed water does not drip on the table.
 Water must be served from the right-hand side, ladies must be served first.
 Glasses must only be refilled when they are two-thirds empty.
 Mineral water poured from the bottle Seal must be opened in front of the guest.
 Should be carried in a cane basket and after pouring can be placed back on the table.
 However, must be ensured that the service of water is done by the staff and not be the
guests themselves.
 Guests must be checked with, before opening a new bottle.

Order taking
Aperitif card must be presented to take drink order prior to presenting food menu. Unless the food
has been pre-ordered, as soon as the guests are seated, they must be presented with the menu card.

 Presenting a menu card Present individual menu cards to the guests.

 Menu card must be presented from the right-hand side, open to the first page.
 Give 5-7 minutes to the guests to go through the menu.
 Check with the guests if they are ready to place the order, by inquiring “ May I take your
order Sir/ Madam” or “ Are you ready to place your order Sir/ Madam”? Stand straight at a
position where it is convenient to talk to the guests.
 Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘upselling’
techniques.
 Takedown the order systematically on KOT (Kitchen Order Ticket) After taking order, repeat
the order.
 Take menu card back from the guests and put it back in place.
 Inform the guests of the approximate time it would take to serve the food.

Service of Food and Beverage orders

Service of Beverage:

 Beverages are served first.

 Always serve beverages from the right of the guest.
 While the guests are waiting for their meal, bread and butter must be served immediately.
 Waiting staff must ensure that the same is replenished as soon as it is over.
 The guest should not have to ask for it.
 Before serving the food the waiters must ensure that the cover is appropriate, should it
need to be changed then it must be done before the food comes to the table.
 This must be done discreetly, ensuring minimum intrusion and disturbance to guest and with
minimum cluttering. Food order must be announced before the service.

The sequence of serving guest is as following:

1. Guest of honour is served first.

2. A lady in the party takes precedence over the male guest of honour.
3. Ladies must be served before Gentlemen.
4. Older people are served before younger ones.
 5. The host must be served last.

Service of food:

 Pre-plated service of food must be from the right-hand side.

 Once the food is placed the covers must be adjusted if the tableware is disturbed.
 Platter to plate or silver service must be from the left-hand side.
 Service of each course should be co-ordinated in a manner that the guests do not have to
wait for a long time between the courses.
 Guest must be asked whether the food is up to their expectation.
 It must not happen that in enthusiasm, 3-4 people go to the guest to ask if ‘everything is
alright’! This may irritate the guest and may be an intrusion on his privacy.
 Water and other food items must be served/ replenished as soon as it is over.
 Before removing anything from the tale, seek guest’s permission.

Clearance

 Used plates are cleared from the right-hand side.

 Plates are cleared after all the guests on the table have finished their meal.
 Indication for closing the meal is done by placing a knife and fork together across the plate.
 Clearance is done by the right hand and collected on the left hand, by the ‘first plate’
technique.
 Ensure that all the dishes are cleared from the table.
 Ensure that that cruet set, butter dish, bread boat, cutlery unused by the guest is removed
from the table.
 Do not remove bud vase ashtray and glasses from the table.
 All dirties should be taken for dishwashing except cruet set, which must be left on the side
station.

Crumbing

 Crumbing is done to remove spills or crumbs on the table after a course or after the main
course, prior to dessert being served.
 Carried out by a crumbing spade, crumbing brush or on a B&B plate with a waiters’ cloth and
a B&B knife to pick up gravies that might have fallen on the tablecloth.
 Begin crumbing from the left-hand side, holding the plate on the left hand just under the
tabletop; gently sweep the crumbs on to the plate.
 Open the dessertspoon and dessert fork.
 Bad stains can be covered with a clean white napkin.

Dessert order/ Tea Coffee Order

Similar procedure as order taking a waiter can take the opportunity to suggest Liqueurs or and other
digestive as this time.

Presenting the check

 Checks must be presented only when asked.

 The waiter must bring the check-in a neat and tidy folder.
 Guest comment card should be in the folder.
 A pen must be given along with the check folder.
 When the guest is leaving the folder must be removed very discreetly.
 Tips must never be solicited (ask for or try to obtain).

Guest Feedback
Taking the Feedback from the guest about the food and service.

Farewell

 This is as crucial as welcoming the guest.

 Guest must be helped in getting up by pulling out the chair for them.
 Should be assisted with coats/ shawls.
 Must be thanked, Must be welcomed again. Eg: "Look forward to welcoming you back to the
restaurant”, “We hope that you visit us soon”.
Handle Problems and Special Situations

Food and beverage professionals are most often the main contact with guests, so knowing how to
respond to their concerns is important. Handling guest complaints efficiently is important because it
helps to ensure that your guests are happy and also allows you the chance to improve your skills.
This lesson will help you to demonstrate your professionalism by identifying and resolving problems,
and by handling special situations.

Identify Reasons for Guest Dissatisfaction

Occasionally, despite a service team's best efforts, guests may be dissatisfied with the products or
services received It is important to identify the reasons for this dissatisfaction so that you can work
to prevent future service problems.

There are many potential causes for dissatisfied customers:

Perceived problem: Examples:

Unprofessional service  Food and beverage server displays a    
poor attitude
Recurring problem  Same issue as the last time the     guest
visited
No openness or response to feedback  Lack of follow-up to a guest's complaint
Guest's altered state of mind  Guest suffering from stress, illness, or    
substance abuse
Perceived value for cost seems inadequate  Decreased portion size
Beliefs are compromised  Observing or experiencing racial    
discrimination
Change in product or services  Favourite liquor/food is no longer served
Expectations are not met  Delayed service or out of product

Outline Benefits of Properly Resolving Guest Complaints or Concerns

There are benefits to properly resolving guest complaints or concerns. An appropriate resolution
increases positive and decreases negative word-of-mouth advertising, and builds confidence in your
organization. This increases the probability of repeat business as well. It is estimated that a
dissatisfied customer will tell at least 11 people of her negative experience. So your aim should be to
halt any negative discussions before they happen.

When guests are satisfied with the way their concerns are resolved, everyone feels more
comfortable and confident. What starts as a negative experience results in an enhanced professional
image and self-esteem boost for the food and beverage server who solved the problem and
satisfaction for a once-dissatisfied guest. An effective resolution to a guest complaint is also a good
learning experience, allowing staff the opportunity to learn from mistakes and prevent other guests
from experiencing the same problem.

Resolve Guest Complaints or Concerns

Before you attempt to resolve guest complaints or concerns, you need to know the limits of your
authority and the proper procedures to follow. If you have the authority, then use the proper
procedures and the following techniques to resolve complaints:

Use appropriate body language. For example, make eye contact and maintain     an open, non-
threatening posture.

 Remain calm.
 Be objective by not taking the complaint personally or arguing with the guest
 Listen to the details of the complaint or concern and allow the guest to express his feelings
without disturbing other guests.
 Ask questions to obtain facts.
 Confirm your understanding by paraphrasing.
 Empathize with the guest, showing genuine concern. You could say, for     example, "I am
sorry that you are upset."
 Apologize for the error or inconvenience, accepting responsibility for your     own mistakes.
Do not offer excuses or blame others.
 Thank the guest for bringing the problem to your attention and reassure her     that the
problem will be addressed.
 Notify your supervisor about the complaint or concern.
 Solve the problem, asking the guest for suggestions. If appropriate, suggest     possible
alternatives. Seek the guest's approval of the solution and take the necessary action to
rectify the situation. Ask for assistance from co-workers or your supervisor, if necessary
 Check with the guest as soon as possible to ensure that the complaint or     concern has been
effectively resolved.
 Log the complaint and action taken, if required by company policy. Even if not     required, it
is a good practice to document difficult situations and their resolution for your own benefit
and safety.

Respond to Difficult Situations

Some guest interactions are more challenging than others, but it is important to resolve these
difficult situations as quickly and discreetly as possible in order to diffuse the situation.

As a professional, you need to watch for guests who exhibit disruptive behaviour, such as
harassment, foul language, or illegal activities. Before attempting to resolve any situation, know the
limits of your authority, the appropriate procedures to follow, and your own personal comfort level
and limits.

Always remain calm, courteous, and diplomatic. Avoid challenging, confronting, or embarrassing the
guest. As you attempt to solve the problem, determine if the situation can be handled alone or if
additional assistance is required. When handling any situation, follow company policy. For example,
if a guest is causing a disturbance, you may be required to ask him to cease his disruptive behaviour
and then to follow up to ensure that the undesirable behaviour has stopped.
Some examples of situations where you may need to involve your supervisor and/or security
personnel include:

 if a guest refuses to leave the property when formally requested to do so

 when illicit drugs or weapons are evident
 if a crime has taken place or is in progress

If you do involve your supervisor and/or security personnel, explain the problem discreetly and assist
them as required. For example, you may need to meet police upon their arrival, provide details of
the incident, or control other guests in the vicinity. If possible, provide a private area for security
personnel and/or police to resolve the situation. Document the details of the incident for internal
records as necessary.

Do not forget your other clientele. Apologize discreetly to inconvenienced guests.

Assist Guests with Special Needs

Individuals with special needs are those who have needs that are greater than the average or typical
person's needs. Examples of guests with special needs include elderly people, children, guests with
disabilities, and guests with special dietary requirements. These guests present an opportunity for
you to provide customized service that meets their individual needs.

When you provide a high level of service to guests, you are showing respect for them as individuals.
Satisfied guests encourage repeat and new business.

Most importantly, when serving guests with special needs, remember to be patient.

 If serving guests with children:

 Acknowledge and speak directly to the children.
 Consult with the parent to confirm the children's orders.
 Offer a booster or high chair and place it out of traffic aisles.
 Children love to munch, so offer bread or crackers immediately.
 Offer smaller portions and suggest that you can place the order immediately, extra napkins
and unstemmed or plastic glassware, and crayons and paper.
 Remove sharp items, such as knives, and keep hot items out of the children's reach.

If serving elderly guests:   

  Offer to seat them in a well-lit, quiet area. Consider accessibility to the washrooms and exit.
Try to provide the most suitable type of seating and present the most comfortable chair
available.
 Offer a seniors' menu, if available. However, be tactful, since the guests may not be seniors
and may be offended by your offer. You might say, "Here is our regular menu, and some
additional offerings that you may find interesting.
 Speak slowly and clearly in a normal tone and at normal volume. Face the guest directly
when you speak to her.

If serving solitary guests:

 Offer seating with an interesting view, if possible.

 Offer reading material, if available.
 Initiate conversation if time allows, continuing the conversation if the guest is     receptive
and if your duties allow this.

If serving guests with disabilities:

 Speak directly to the guest.

 Offer suitable seating. For example, seat him close to the fire exit, and away from high traffic
areas.
 Do not assume that your guest needs help, but be prepared to assist as requested. For
example, you may need to accommodate wheelchairs, provide alternate cutlery, or have
food cut up in the kitchen.
 Remember to frame your questions or offers of help respectfully and tactfully. If you think a
guest is having difficulty, ask a question such as, "Is there anything that I can do to make
your dining experience more enjoyable?"

If serving visually impaired guests:

 Offer seating in a well-lit area.

 Accommodate a guide dog, if necessary. If you are unsure how to do this, ask     the guest
rather than guess. For example, you might ask, "Is there anything special we can do to
accommodate your guide dog?" Remember, guide dogs are not pets; they have an
important job to do. Avoid distracting the dog by petting or playing with it.
 Assist the guest as requested. For example, offer your arm to lead her to the table, supply a
Braille menu or read the menu to the guest, or fill a plate at the buffet for the guest.
 Use clock positions as a reference when giving direction, such as, "Your glass     is at 2
o'clock."
  Notify the guest when you approach or leave the table.

If serving hard-of-hearing or deaf guests:

 Offer seating in a quiet area

 Accommodate a guide dog, if necessary.
 Facilitate lip reading by facing the guest and speaking slowly and clearly.
 Use hand signals and gestures.
 Offer pen and paper, if necessary.

If serving foreign language speaking guests:

 Speak slowly and clearly, and be prepared to rephrase statements or questions.

 Use an interpreter, draw pictures, or use body language or appropriate gestures.

If serving guests with special dietary needs:

 Determine their special needs, such as identifying an allergy. Remember that some allergies
are life threatening to the individual involved and need to be treated very seriously.
 Consult with the chef and your supervisor.
 Check the order before serving it to the guest to ensure that it is correct.
 Confirm that changes were made to the guest to accommodate the dietary needs.

If serving large groups:

 Confirm the details of the booking to determine information such as the billing
arrangements, timing of service delivery, or seating requests. You will also want to know if
the event is a special occasion or if the group is ordering off the menu or has a pre-set menu
selection.
 Set up tables to accommodate the number of guests. In order to meet the group's requests,
consult- with your supervisor, if necessary.
 Establish a rapport with the group leader.
 Maximize service by communicating the group's arrival to other team members and letting
the kitchen know about the appropriate timing of food.
 Use a map or order sheet to ensure that the correct order goes to each guest.
 Follow your property's teamwork guidelines.