ALOHA HOTEL

A SEMINAR – WORKSHOP
ON FOOD AND BEVERAGE
SERVICE

TOTAL CUSTOMER SERVICE

PRESENTED BY:

CHEF NORBERTO F. FAMADICO,CHP

FOOD AND BEVERAGE ANALYST

YOU and YOUR JOB

 WHAT
IS ACTUALY
SERVICE?

Service is defined as a combination of:

 Attitude
 Common sense
 A strong desire to do a good job
 A cheerful smile and good grooming
 Making people happy and feel good
 Always a cheerful “Yes” and never a “No”
 Co-operation and a willingness to help other co-workers do their job
 Serving is the items properly with courtesy and efficiency, which also includes the many
“small” things that are not expected

TO SATISFY THE NEEDS AND EXPECTATIONS OF CUSTOMERS

 As Food & Beverage Service personnel you are part of the live advertisement of the
company’s business.
 Because of the nature of your job, the customer sees you more often than the other
personnel.
 You are in constant contact with them, so are obliged to do service with courtesy and
efficiency all the time.
 You must master the basic principles of service, possess charm and grace and use
them every minute while on the job.

PERSONAL QUALITIES REQUIRED FOR THE JOB

YOU MUST LIKE and ENJOY SERVING PEOPLE

You must possess charm and grace, has liking for people that can be
communicated at once. Every customer wants to feel warmth from the service
personnel. You are his friend and you should be able to show it through the expression
on your face, your mannerism and service.

COOPERATIVE
You must be willing to work with others on a common effort of achieving the goal
of the company and of the objective of the department and on the spirit of teamwork.

CAPABLE and RELIABLE

You must be capable and reliable of doing the work required from you.
Capability and reliability is developed by a continuous effort to learn and
 improve. The capable and reliable person thinks clearly, act quickly and moves
quietly. He keeps his mind on the job, plans his work accordingly and acts in the best
interest of the company all the time.

HEALTHY
You must be healthy to avoid spreading disease. Your job requires you to be in close
contact with food, drinks and to the person you are serving.

ACCEPTS CRITICISM and RETAINS COMPOSURE

Not everyone you serve will be a cheerful person. Customers want their complaints to
be heard, but they do not want a smart answer in return. When customer complaints, control
your temper, even if you are not at fault. Remain calm and steady even in tense situations.

SMILE EVEN IN THE FACE OF ADVERSITY

Service job is much like show business, no matter what happens the show must go on. You
must be able to smile your way through some grim situations. Customers want the service
personnel to be cheerful. Nobody wants to hear sad stories. You must always be able to tuck
your troubles away until you leave work.

SMILE IS A MUST.

SMILE
 It cost nothing, but it gives much.
 It enriches those who receive, without making poorer those who give.
 It takes but a moment; but the memory of it sometimes last forever.
 It creates happiness at home, foster good will in business and is the countersign of
friendship.
 It brings the rest to the weary, cheer to the discourage; sunshine to the sad and its
nature’s best antidote for trouble.
 None is so rich and mighty that he can get along without it and none is so poor that he
can be made rich by it.
 It cannot be bought, begged, borrowed or stolen, for it is something that is of no value to
anyone, unless it is given away.
 Some people are too tired to give you smile; give them one of yours as none a smile
mean so much as he who has no more to give.

GUIDELINES on GROOMING , DRESS CODE and SOCIAL SKILLS

MALE PERSONNEL
Hair:
 Must be neatly combed back and not fell over the face.
 Must be above the shirt collar and not cover the ears.
 Must not have sideburns below earlobes.
 Color must complement the complexion. Bold hair dye colors are not allowed.
 Gel and hairspray must be to keep hair in place.

Uniform:
 Must be clean and well pressed.
 Jackets when worn with sleeves buttoned.
 Tie must be properly adjusted to shirt collar.
 Long sleeved shirts must be worn with sleeves buttoned at the wrist.
 Prescribe shoes must be well polished.
 Belts must be plain, black and not wider than 3 cm.
 Name badges must be worn. No other badges or ornamental buttons are allowed
unless issued by the company.

Allowed Personal Accessories:

 1 ring - either wedding ring or engagement rings
 1 watch - fancy or colorful is not allowed
 1 pair earring - only small and simple earring are allowed.
NOTE: Other forms of jewelry are not permitted at any time when in uniform.

Personal Grooming:
 Colognes perfumes and other fragrances should be used lightly.
 Personal hygiene must be maintained by showering regularly with the use of an
effective anti-perspirant /deodorant and mouthwash.
 Hands must be clean and free from stains.
 Fingernails must be clean, well manicures, length not exceed 5mm from the tips of
finger. Nail polish must be light cream type in shades of red. No frosted nail polish.
NOTE: Grooming in public is not allowed.

FEMALE EMPLOYEES
Hair:
 Short hair must be above the shoulder and away from the face
 Fringes, when permitted, must be tidy and should not touch the eyebrows.
 No hair accessories are allowed.
 Hair color must be compliment with the complexion.
 Gel and hairspray must be to keep hair in place.
 Shoulder length and long hair must be tied neatly in a bun with use of a plain net. Black
pins use to secure buns must be hidden.

Uniform:
 Must be clean and well pressed.
 Jackets when worn must be buttoned.
  Tie must be properly well adjusted to shirt collar.
 Long sleeves shirts must be worn with sleeves button or cuffed at the twist.
 Prescribed shoes must be clean.
 Skin colored panty hose must be worn.
 Full make-up must be worn.
 Name badges must be worn. No other badges or ornamental buttons are
allowed unless issued by the company.

SOCIAL SKILLS

FACIAL EXPRESSION
 Using eye contact.
 Smiling (even on the telephone). Scottish Proverb; “A smile cost less than electricity –
but gives a lot more light”
2.) SPEECH
 Using English only in public.
 Speaking clearly – not mumbling
 Looking at the person you are addressing.
 Being careful of speed and tone.

3.) POSTURE
 Standing erect and not slouching.
 Not fidgeting with object, clothing or even part of your body.
 Keep hand behind your back or at your side – not folded in front of you.
 Not leaning on walls, desk, bar counter.
 First impression counts. A customer will form an impression of the moment he or she
sees you – weather he or she talks to you or not.
REMEMBER: Your overall appearance is very important for it is part of the company image
that we project.

ATTITUDE

Attitude is defined as:

 Your disposition
 Frame of mind
 Outlook
 Point of view
 Manners
 Perspective

ATTITUDE:
Is the KEY to YOUR success and to the success of the DEPARTMENT and of the
PROPERTY in general...

REMEMBER:
Your attitude is like mirror to your feelings.
Customer and co-workers can see your attitude.

HOW CAN PEOPLE SEE YOUR ATTITUDE?

 Tone of voice
 The way you gesture
 The way you pay attention and listen
 The way you do your job
 You’re facial expression
 Your reactions

COURTESY

Courtesy is defined as:

 Good manner and behavior
 Respect and graciousness
 Refinement and gentle breading

Courtesy Consist of Three Things:

 Attitude
 Words and phrases
 Behavior

Courtesy means we care. Show empathy and concern for those around us. It’s a way of
showing others that you appreciate them, you recognize their needs and wants and you
are concerned about their welfare and because of our fast paced lifestyle and the hurry-
up attitudes we face each day, it’s easy for the best service-giver to “Forget”.

Courtesy is necessary regardless of circumstances. The Bartender, who has a long

queue of service staff waiting for a drinks, forgets to say “THANK YOU” to a customer
who just paid his/her drink in the bar counter. The waiter in the VIP section rushing to
set up for another seating forgets to “PULL OUT” the chair for a lady customer who just
occupied the table in his station.

When you are courteous to the customers and co-workers, it isn’t a sign of weakness or
being subservient to them but it’s the mark of the true service-giver.

REMEMBER:
A LITTLE COURTESY WON’T KILL YOU...

TEAMWORK & CO-OPERATION

 Each employee should play his or her parts well and understand that teamwork and co-
operation is important for the success of the department to be able to deliver courteous
and efficient service.

HOW TO GET ALONG WITH YOUR

CO-WORKER AND WORK AS A TEAM

 Always help your fellow workers who needs it.

 Take order form your colleague in the same way you would like them to treat you
 Avoid criticism, arguments and unnecessary remarks about fellow workers
 Be courteous, friendly, pleasant and cheerful to every fellow worker
 Do not form “Cliques”
 Be punctual so that there is no room for criticisms
 Do not allow personal problems to interfere with your work
 Be cheerful and smiling at all times. If you smile, the whole world will smile with you
 Be considerate to your fellow worker and of their feelings
 When you colleagues are busy with their situations, always be ready to give a helping
hand with their side work, cleaning dishes and help to keep work place clean and tidy.

THE FOOD & BEVERAGE SERVICE DEPARTMENT

The service of food and drinks in the hotel is handled by the Food & Beverage(F&B)
Department.

The department has the following sections.

1. SZE-CHUAN HOUSE
• Bar
• Dimsum
• Catering & Banquet
2. CAFÉ FELISA COFFEE SHOP
• BAR
• CAFE
• Room Service
• Banquet and Catering

FAST FOOD
 Aling Fely’s
 Cortabetarte
 Bakeshop Production

The Responsibilities of the Food and Beverage Service Department includes:

 The delivery of courteous and efficient food and drinks service to the customers in
accordance to the set standards.
 Maintaining the goodwill to customers to ensure repeat business through effective
customer relations.
 Ensuring the attainment of sales forecast through the administration of promotional
strategies and suggestive selling techniques


Sequence of F&B Service

SEQUENCE of FOOD & BEVERAGE SERVICE

1. Welcoming the Customer

The following steps must be observed in welcoming customers upon entering the dining
room, lounge or bar:
 Establish eye contact with the customer
 Smile and Greetings
With pleasant smile, greet the customer by saying “Good evening (or as the case
maybe) Sir/ Ma’am, Welcome to ( mention the name of the (dining room, lounge or bar).
 Introduction
Introduce yourself by saying “I am (mention your name), your receptionist.
 Get information
Know information about the customer's name, reservation if any.
 Guide to the appropriate table
Upon knowing the details such as, reservations, number of people in the group,
Customer must be escorted to their appropriate table without delay by saying “Sir/
Ma’am, may I escort you now to your table and this way please.” Upon reaching the
table inquire if the table is alright by saying ‘’ Sir / Ma’am, is this table alright with you (or
with your party)

2. Seating the Customer

The following steps should be observed:
 Lady customer must always be seated against the wall
 The chair must be pulled and allow the customer to seat
 Upon seating, the customer must be asked if they feel comfortable by saying “Sir /
Ma’am, are you comfortable with your seat?”
 Cloth napkin must be placed in the lap of the customer by opening the folded napkin
holding both ends placing the napkin on the right side of the customer
3. Introduction of Customer to the Service Staff
The following steps should be observed:
 Upon seating, receptionist must introduce the waiter/waitress or bartender who will be
serving them by saying “Sir/ Ma’am, this is ( Mention the name of the waiter/waitress or
the bartender).
 Service staff must acknowledge the introduction by greeting and saying “Good evening,
“Sir/ Ma’am, welcome to (name of the outlet) and I will take care of you and your party
this evening (or as the case maybe)
4. Present the Food Menu
The following has to be observed in presenting the Menu (food or drink)
 Menu should be carried resting on top on the left hand on a 45-degree angle parallel to
the waistline
 Menu should not be open when presented to the customer, for them to appreciate the
design of the menu cover.
 Menu should be presented to the right side of the host using the right hand, ladies first,
gentlemen, host last
5. Offering and Making Drinks Suggestion
Some other things to keep in mind when making recommendations.
 Keep it fun and relaxed
 Your suggestion should be positive but not intimidating or too aggressive.
 Your customer doesn’t want to appear ignorant and neither do you.
 Be professional; look at your customer as you speak to them
 Offer drinks fast to prepare so that you can served the drinks immediately and take the
food orders right away
6. Taking Drink Orders
 Take the order of the ladies first, gentlemen and host last
 Repeat the order to ensure that you get the order right by saying “Sir/ Ma’am, you are
having a glass of red wine, is that correct?
 Upon confirmation of the orders say “ Thank you, “Sir/ Ma’am, I will be back shortly to
served your order”.
7. The Order Slip or Point of Sale ( P.O.S)
In the absence of the Point of Sale ( POS) system, the following steps are to
observe. However, if POS system is used then the system applies.

After taking the orders, fill-up the appropriate orders slips ensuring that details
such as table number, quantity ordered, names of items ordered, name of the order
taker is written accordingly. This is ensuring that correct charges can be made
accordingly to the right customer. Give the order slip copies to the appropriate person or
station.
8. Serving Drinks Order
 Always carry drinks on a bar tray.
 Served drinks from the right side of the guest using your right hand or in front of table
which ever is most convenient for the guest and server.
 Avoid serving drinks across the guest table.
 Served ladies first, then the gentlemen and lastly the host.
 Do not forget to mention the name of the drink you are serving.
 Drinks to be stirred must be served with stirrer.
 Drinks with tonic water should be served with sliced lemon.
 Always served carbonated drinks with drinking straw to the ladies.
 Always served drinks with either a coaster or cocktail napkin.
 Served red wine at room temperature.
 Served red wine at ½ full and chilled wines 2/3rd full.
 Never dip wine glass in cold water to chill it. The water drops in the glass will spoil the
wine.
 Hold tumblers by the base and stemmed glass by the stem.
 When pouring bottled drinks, don’t let the bottle touch the rim of the glass.
 When glass is nearly empty, offer another drink.

9. Offering and Making Food Suggestion

Follow step # 5
10. Taking Food Orders
Follow step # 6
11. The Orders Slip or Point of Sale (P.O.S)
Follow step # 7
12. The Mise-en-Place Preparation
 Removed extra covers in the table if any
 Prepare all the equipment needed for food to be served
 Set the table of the additional equipment needed for service according to the company
set standard
13. Serving the Food Order
 Always carry food on a service tray
 Serve food from the left side of the guest using your left hand or in front of table which
ever is most convenient for the guest and server
 Avoid serving food across the guest table
 Serve ladies first, then the gentlemen and lastly the host
 Do not forget to mention the name of the food you are serving
14. Offering Additional Orders
REMEMBER you are expected to be doing your salesmanship throughout the
evening. Be ready to suggest additional food and drinks. Today, even the most
experienced customer likes to be advised and helped when he is dining and wining.
15. Presenting the Guest Check
There is nothing more irritating than to wait for the check. For some reason
customers who seem to have had all the time in the world to converse with their drinks,
are in a rush to go when they have finished

Procedure in Collecting Payments

A. Review first if the following details in the check are correct before
presenting the bill to the customer

 The table number and the date

 The name of the items
 The quantity served
 The amount charged for every item
 The amount of service charge and sales tax

B. Present the check inside a check jacket

 The check must be facing down inside the jacket so others guest will not see the
amount to be paid when the host will open the jacket
C. Accept payment
Cash
 • Count the money in the front of the host and informed him the total amount
received
Credit Card
• Check the expiration date of the credit card
• Asked the customer to sign the space provided for in the guest check
• Compare the signature in the card and in the guest check
• Compare the picture in the card to the person making the payment

D. Remit payment to the cashier

Cash
• Count the money again in front of the cashier
• Remit the money together with the guest check
• Get the copy of the guest check marked “Paid”
• Get the correct change if any and place the change inside the check jacket with
big bill on top arrange to the smallest amount. Place the guest check marked “
Paid” face down on top of the change
• Hand over the check jacket with the correct amount of change to the paying
customer
• Thanks the customer for patronizing the bar handling over the change

Credit Card
• Remit to the cashier the credit card for clearing from the bank together with the
guest check
• After clearing with bank, get properly filled-up credit card voucher from the
cashier
• Asked the customer to sign the credit card voucher
• Return the sign credit card voucher to the cashier

 Get the “Customer’s Copy of the credit card voucher together with guest check marked
“Paid”
 Place the guest check marked “Paid on top of the “Customer’s Copy “voucher inside
the check jacket
 Return the credit card to the paying customer together with the guest check marked
“Paid” and the “Customer’s copy” of the credit card voucher inside the jacket
 Thanks the customer for patronizing the bar after handing over the change

16. Clearing the Table or Bar Counter

To maintain the cleanliness of the dining room or bar counter, the following steps
should be observed:
 Soiled glassware, china and silverware should be immediately removed.
 Water glasses and coffee cups should be refilled when guest are still seated. It should
be removed only when the customer have left.
 Wipe tables and bar counter with a clean, moist towel whenever necessary.
 Ashtray once soiled should be changed with clean ones immediately.
 Procedure in Changing Soiled Ashtray
 Get a clean ashtray to replace the soiled one
 Clean ashtray is placed upside down directly on top of the soiled one
 The soiled ashtray now covered with the clean ashtray is lifted away from the guest’s
table.
 This is to ensure that the cigarette ash is now blown into the table.

17. Bidding Customer’s Goodbye

When customers are leaving after their meal or drinks even if they just stopped in
for a cup of coffee or a glass of water, you may either say any of the following phrases
with a big smile. “Thank you Sir/ Ma’am. I hope every thing was all right” “Come again
soon, please” or “It’s been a pleasure serving you, “Sir/ Ma’am. Come again soon,
please and have a pleasant day”

18. Bussing Service

As a general rule, Bussing out is from the right of the guest.
When bussing, follow the standard procedure – the 3 S’s
• Scrap – all dirt and crumbs from the plate, put them into one container
• Stock- put together equipment of the same kind and size
• Segregate – all items according to kind and size.
19. Re-set Tables / Bar Counter

 Re – set tables / bar counter according to set standard

OTHER IMPORTANT F&B SERVICE PRACTICE

UNIFORMITY IN SERVICE

Uniformity in service is extremely important. If the customer comes to the dining room or
bar for a particular food or drink and serve in a particular manner and on his next visit it
is served differently, he will feel that there is something wrong and “WRONG" is always
bad for business. Often individual employee believes that they have better way of doing
things, and this may very well be true. They should not, however, implement their idea
themselves. Suggestions can be made and idea might be evaluated and if feasible,
change will be adopted for the entire dining room or bar personnel to follow.

SIDE WORK
Service personnel do certain side work such as cleaning, etc. during slack
periods. It should never be done where guest can see it. They are entitled to pleasant
surroundings and a minimum of commotion even during slack periods.

WINE SERVICE
 The standards of service may differ from establishment to another; it will always depend
on the company service guidelines. However, the following sequence of service is the
internationally accepted norm.

MISE-EN-PLACE

Prior to the opening of the outlet, the Wine Steward must check all wine service
equipment and stocks. It should be enough to cover the forecasted number of
CUSTOMER that will utilize the outlet and all equipment should be functioning well to
ensure efficiency.
Needed service equipment and its uses in serving wines
 Wine tasting cup – for tasting of wine by the wine steward prior to allowing the host to
taste the wine ordered. This is ensuring that only the best quality is being served.
 Wine opener – There many types of wine opener such as injection, angel wing and
simple cork screw, however it is advisable to use the lever type as commonly use by
professional wine steward.

 Wine basket – It could either be made of rattan, wood or metal. It is necessary

especially for vintage red wines to ensure that wine will be resting in the basket and the
chances of shaking the bottle will be minimize to avoid the wine sediments in mixing
with the wine.
 Wine bucket – is needed when serving white, rose’s or sparkling wines to ensure the
coldness of the wine being served.
 Wine bucket stand – is needed when the wine bucket could not be placed on top of the
table being served.
 Decanter – is required for decanting when the bottle of wine has sediments.
 Red wine glass – for serving red wines
 White wine glass – for serving white, rose’ wines
 Champagne saucer – for serving sparkling wine.
 Tulip glass – needed when serving champagne
 Cloth napkin – needed to clean the mouth of the bottle after removing the cork and to be
used as body cover of chilled wines being served to maintain its coldness.
 Bar trays – to service glass requirements in the table being served

The Order Slip

In the absence of the Point of Sale ( POS) system, the following steps is to observed:
 After taking the wine orders, proceed to the station and fill-up the appropriate orders
slips ensuring that details such as table number, number of customers in the table,
quantity ordered, names of items ordered, name of the order taker is written
accordingly.
 Give the order slip copies to the appropriate persons or station

Carrying the Bottle of Wine

Bottle of wine should be carried with care and attention and the following steps
should be observed all the time:
 Red Wines
 When carrying a single bottle, the left thumb should be inside the whole of the base of
the bottle and the four fingers will use to support bottle slanting on a 45- degree angle
with the neck is sandwich between the first and the second finger of the right hand with
the wine label facing the host.
 When carrying two bottles, the left hand will be used to support the base of the bottle
slanting on a 45-degree angle and the neck of the first and the second to be sandwich
between the first and the second fingers and the second and the third fingers of the right
hand respectively with the wine label facing the host.
Chilled wines ( White, Rose and Sparkling )
 Chilled wines should always be inside the wine bucket filled with ice and water of to the
neck of the bottle with the cloth napkin on top of the wine bucket.

Wine Presentation
The presentation of wine at a table is everything. Although the wine will speak for
itself when the customer takes their sips, it is up to you to set the proper atmosphere.
You have the power to make a great wine an even greater wine with the
professionalism you use in your wine service.
Steps to be Observed All Times:
1. Show the host the label an restate the name of the wine ordered
2. Open the wine in accordance to the set standards
3. Taste the wine according to the set standard
4. Pour the host a sample, about two ounces
5. Ask the host if everyone will be drinking wine
6. Pour the ladies first from the right
7. Move in a counter-clockwise direction
8. Pour the gentlemen, reversing direction (clockwise)
9. Pour the host last

Step 1 – Show the Label

Showing the label is standard procedure in all fine places of dining. It lets the
host know you have selected the proper wine. In addition to showing the label it is good
idea to repeat the wine order restating the name and vintage. Those CUSTOMERS who
didn't bring their reading glasses to the table will appreciate hearing the order repeated
as the bottle of wine is presented.
Step 2 – Open the Bottle or Uncork Wine
After your presentation of the wine bottle, your host will generally give you a nod
indicating it is time to open or uncork the wine.
Opening or uncorking a bottle of wine is a part of the wine service tradition. The
following steps represent expert wine service.
A. Cut the foil (if there is any) along the bottom edge of the drip ring by rotating the
blade of the knife against the bottle. Do not rotate the bottle to avoid distributing the
sediments if any. Remove this circle of foil neatly and discard inside.

B. Insert the worm at a slight angle with the tip in the center of the cork, wax or small
cap covering the cork. Holding the bottle firmly, twist the worm clockwise straight down.
Stop before it reaches its final turn.

C. Set them shank against the top of the bottle. Both blades of the shank must be set
firmly and evenly against the bottleneck, otherwise the glass may chip.

D. Pull the cork by holding the shank in place against the bottleneck while smoothly and
firmly lifting up at the knife end of the corkscrew. This lever effect will make it easy to
remove the cork.

E. Wipe the bottle top and inside lip with a napkin to clean the pouring surface.

F. Check cork by pressing it to check if it is moist and smell to check the quality of the
wine to be served.

G. Place the cork near the host. Some may pick up the cork for a quick sniff. After the
host has inspected the cork. It should be remove from the table. Anyone who wants to
hold on the cork will tell you so. The foil and the cork should never be dumped into an
ice bucket.

Tasting and Appreciating Wine

A fun part of learning about wines actually tastes the wines. Learning how to
taste and appreciate wine can seem intimidating at first but we’ll provide you with an
easy five step process.
Five steps to Wine Tasting
1. Observe
2. Swirl
3. Smell
4. Taste
5. Evaluate

Step One – Observe

Look at the wine in your tasting cup and notice how dark or place it. This is best
accomplished if the wine is held against a pure white background. The obvious color of
red and white will soon rainbow into a million shades of red and white. For now, just
take notice of the various shades. The more wine you observe, the more you will notice
the difference. Eventually, observation will help you make a first guess as to the age
and body of a wine before you even taste.
Step Two – Swirl
Make sure there isn't too much wine in your tasting cup and swirl it so that more
air becomes mixed in with the wine. This additional exposure of oxygen will help stir up
the aromatic elements that can reach your nose. Swirling will open up a wine to better
prepare you for step three.

Step Three – Smell

People often forget how closely the senses of smell and taste are related, but
remember our last cold and / or allergy and how you lost your ability to taste food when
your nose was all plugged up? Smelling a wine first give you an introduction to that
wine. Stick your nose right into tasting cup and take a great big smell. Our sense of
smell can detect an estimated 10,000 different scents. Which ones do you detect?
Step Four – Taste
Finally you actually taste wine. Take a medium-sized sip of wine. Hold it in your
mouth and draw in a little air to help release more of the flavor. Swish the wine around
in your mouth as if you were chewing it and then swallow. Like you did when smelling,
make a note of all the characteristics the wine displayed while it was in your mouth.

Step Five – Evaluate

Pay attention to the wine after you tasted it. Evaluate the finish. Evaluate the
impression it left in your moth. Again, a review of the wine words will help you described
the sensation the wine left.

The Final Analysis

Sometimes wine tasting can become over-complicated. Adding to the
complication is the fact that no two people have the same exact taste buds. Heredity,
our personal experiences, our personal likes and dislikes, even the exact moment in
time we are tasting a wine can leave us with a different view of that particular view of
that particular wine.
In the final analysis, we need to realize our personal opinions are just those,
personal opinions. The determination of whether a wine is good or bad, or the million of
degree in between, will always be up to discussion. Today with the science of wine
making reaching new levels, it is rare that truly “bad” bottles of wine are made and sold.

This is why it is important in the world of wine to be able to give good and accurate
descriptions with significantly more words than just “this is a good wine”. Wine tasting
gives you the chance to experience all of the facets of a bottle of wine and hopefully
relate these elements to others that are considering the purchase of that bottle of wine.

When you have the opportunity to taste wine, be it a glass of bottle with dinner or
a formal wine tasting event, be sure to se what you've learned.
Pour Sample

The bottle is now open. It’s time to give the host a change to taste the wine selected.
When pouring, remember the label should be facing the host.
Pouring from the host’s right side, pour a small sample of wine for the host to
smell and taste. About 2 ounces or an inch of wine is a good sample amount. Wait for
the host to give the okay for your next move. Don’t rush the sampler. Those who know
what they are looking for may wish to take 15 to 20 seconds or more to truly evaluate
the wine.

Once the host shows satisfaction with the wine, he she will give you permission to start
pouring for the rest of the guests.
What do you do when a host rejects the bottle of wine?
If a guess rejects a bottle of wine, take the bottle back. Invite the host to share
with you what was wrong with the wine so any future problems can be addressed. In
any event, do not argue whether the wine is okay or not and don’t make the guest wait
while you try and get a supervisor.

Ask Host
Prevent the wasting of wine by asking the host if everyone will be drinking wine before
you start pouring. This courtesy will be greatly appreciated by the host and by those
who choose not to drink wine.

Pour Ladies First

Once you have established who is drinking the wine, it is time to begin pouring.
Always start with the first women on the host’s right. Wine is poured from the customer’s
right and again the label should be facing the customer. When filling the glass it should
be filled no more than ½ to 2/3 full. This is to allow space for the aroma or bouquet to
accumulate and be enjoyed. Make sure the bottle is enough to everyone at the table. If
more wine is required ask the host.
Move Counter Clockwise
Moving counter-clockwise, continue to serve all of the women at the table first.
Keep in mind the bottle of wine should never touch a wine glass. While pouring the label
on the bottle should always be facing your customers.
Pour Gentlemen Second

Once all of the women at the table have been served, you reverse direction ( you
are now moving clockwise) and begin serving the men. All the same rules apply.

Pour Host Last

Last and certainly not least, pour a glass of wine for the host. Champagne and
white wine should, as a rule, be placed in a bucket after being served. Wine in the table
should be placed on a dollied side plate, wine coaster or wine basket.

Keep the Glasses Full

After this initial presentation of the wine, your work isn't done. The next keys to
understanding are to keep their glasses full of wine. Refill the glasses as appropriate,
never allowing the glass to get completely empty. The mark of excellent wine steward is
a table where the customer never to pour a drop of wine for him or herself.
When refilling glasses and there is only a small amount of wine left in the bottle,
share it equally between all the guests. Then approach the host very quietly and ask if
any more wine is required. Do not assume a second bottle is needed and do not put the
 host in an embarrassing position by asking loudly for everyone to hear. When another
bottle of the same wine and if so, offer them a clean glass in which to do the tasting.
Although the bottle should be same, there can be difference and a good Wine Steward
will offer the host the change to taste every bottle ordered.

When a different type of wine is ordered, fresh glasses should be used and the whole
wine service process should again. Empty glasses should be remove but if there are still
glasses with wine in them, ask very quietly if the customers would like to keep the
glasses or if you should remove it.

Handle all wine glass by the stems. Dirty glasses should be removed using a
tray. Empty wine bottle should be removed from the table and empty white wine bottles
should never be returned upside down in the wine buckets. Inquire with the host
regarding unfinished bottles of wine. Do not assume that they want it for later the next
day.

BOTTLE STORAGE
Wine bottle should be laid on their side to prevent the cork from drying out and
the air getting at the wine. There should be no great fluctuation in temperature.
 Red wine should be in room temperature. 18 ۫ – 22 ۫ C (65 ۫ - 72 ۫ F)
 White and Rose wines – should be at refrigerator temperature 6 ۫ - 10 ۫ C
 Sparkling Wines – should be more cooler that the white and rose’ wines.

SUGGESTIVE SELLING

One of the dangerous traps a server can fall into is that of becoming a simple
“order taker”. An “order taker” is someone who just collects order from customers and
delivers whatever is ordered. The big danger here is the missed opportunity.

CUSTOMERS WANT RECOMMENDATIONS

According to the National Restaurant Association of America, 76 % of the people

walking into a bar or restaurant wants their food and beverage suggested to them. Only
11 % if this group actually gets a recommendation. Why? Because majority of workers
in the food service industry are not professional in their job. They thought that their job
is only taking orders and delivering what was ordered.
Customer don’t want a simple order taker, they want someone who can explain
to them their options. They want someone professional and skilled at the art of
suggestive selling.

SUGGESTIVE SELLING IS GOOD FOR BUSINESS

Suggestive selling is not just good for business, it is great business! The right
food and beverage can help satisfy thirst and appetite making a happier customer. A
Happy customer means repeat business.
Selling is profitable!
Our customer can have all the re-fill of coffee, tea and water they can drink free
of charge but we can make a profit on every food and drinks sold. This profit influences
the profitability of the company and possibly any types of incentives pay.
Satisfied customer tips more!
Those customer who enjoy good food and drinks generally respect quality
service and are quicker to reward those who meet and exceed great service. This
requires being more than an order taker.

Selling is Fun!
If you’ve ever had to sell a product you didn't really believe in, you know it can be
very difficult. Selling food and drinks, on the other hand, is fun because people enjoy
good food and drinks. Good food and drinks makes a meal an event. People even enjoy
talking about drinks, especially during a delicious meal.

Suggestive Selling goes way beyond being an “order taker”. Let’s take a look at what
makes a Professional F&B Attendant when it comes to suggestive selling.

KEY TO SUCCESS
There are two elements key to your success suggestive selling. The first is
confidence. This is a quality that will grow as you continue to learn more about the food,
drinks and other services that can be offered to the customers. The second key is
enthusiasm. A friendly, enthusiastic attitude will give you a great head start. The key is
to be assertive and to give each customer the feeling that he/she is the only customer
you have to serve.

SIX STEPS TO EFFECTIVE SUGGESTIVE SELLING

1. Assessing
2. Approaching
3. Presenting the Menu or Drink List
4. Suggesting Food and Beverages
5. Closing the Sale
6. Making Additional Sales
Keep in mind confidence and enthusiasm as we walk through each step of the selling
process.

Step 1 - Assessing
Assessment breaks down into two categories.

A. Self-assessment – is the process of making sure you are ready for service.
Your customers will take just a few seconds to determine how they see you as a
professional. Make sure you are off to the right start by completing a thorough self-
assessment.
 Before you report to your work area, you have to ensure that:
 You observed personal hygiene, good grooming and social skills
 You look presentable and ready for work
 Your uniform is clean and complete
 Your mise-en-place for service are complete
 Your stocks are complete and enough for service
 You have checked any drinks specials and items that are out of stock
 You have checked the food menu for any specials
 You have checked on any special customer requests

B. Customer assessment – Sizing up a table before you approach. Every

customer table has its own unique story. You must be able to assess them all the time.
• A couple sitting alone might be on a honeymoon or celebrating a special anniversary.
• A table full of people of every age might indicate an extended family reunion.

 A table full of couples might indicate a group of friends or a group of adventurous

people who chose to dine with strangers in order to meet new people
 A table full of tuxedos and formal gowns is a better candidate for a special menu and
bottle of wine or champagne and will appreciate a more formal approach. What the
customer are wearing can be another clue to add to your assessment.
Learn to assess your tables as you approach and use this information. Your
customer will appreciate the efforts you take to single out what is unique about them.
This is how you make them feel special.

Step 2 – The Approach

Relaxing customer is essential to basic selling. Your establishing of an eye to eye
contact and big welcoming smile to the customers in the table will make them feel
comfortable and relaxed, this sets the stage for your suggestions.

Generally when you approach a table there will already be a conversation in

progress. Do not interrupt the conversation. When the customers see your smiling face,
they will get the message that it is time to change the topic for at least a moment.
During that small break when all eyes are focused on you, that is your cue to introduce
yourself. Be sure to state your name and the services you will be providing. Be yourself
and use your own natural style.

Because other nationalities are generally unfamiliar with Filipino names, it may be
helpful to repeat your name and maybe even show your nametag. Encourage your
customer to call you by your name. ( This will also come in handy when they are
passing out compliments and tips.)
Eye contact is extremely important during your visit at each and every table. Be
sure to make eye contact with everyone at the table before focusing your attention on
the host or anyone else asking questions. Your customers will not believe you are
listening them unless you make eye contact and continue to make eye contact with the
speaker.
 Step – 3 Presenting the Menu (Food or Drink)
Presenting the menu is as important as presenting a wine or drink list. The
following has to checked before presenting it.
 If the insert is inside the cover
 If it is clean and presentable
 What are out of stock items
 The menu and new stocks, which are not listed
 What are the Special of the day / month or items being promoted
 For any reservations with special requirements

The following has to be observed in presenting the Menu ( food or drink)

 Menu should be carried resting on top on the left hand on a 45-degree angle parallel to
the waistline.
 Menu should not be open when presented to the customer, for them to appreciate the
design of the menu cover.
 Menu should be presented to the right side of the host using the right hand
The menu should be presented to the host but it can sometimes be difficult to determine
just whom the host might be. This is where you have to use all the information you
gathered during your assessment and use good judgment. Watch for body language to
give you some clues.
To remove the final doubt it doesn’t hurt to ask. Try one of the following phrases in order
to determine who should receive the menu, “Who tonight has the honor of reviewing the
menu sir/ma’am? Or “The privileged of reviewing the menu goes to who this evening sir/
ma’am? “

Once you finally get the menu in the hands of a host, it is time to give the host some
time to review it. Be sure to provide enough time to review it. If it looks like the host is
going to take a lot of time for review then offer another round of the drinks the
customers are having if you notice that some of the drinks are almost finished and
politely excuse yourself and offer to return in a few moments by saying “Sir or ma’am I
will be back shortly for your order”.
Standing over a host, even with a big smile, may place some pressure on a host
to hurry up and decide. This is not the atmosphere you are trying to create.
Once the host has finish to preview the menu, it is time to remove to the next
step.

Step 4 – Making Suggestions

Some customers might not want to bother reading through the various pages of
the menu and why should they? They have you, a Professional F&B Attendant!
When it comes to recommending or making suggestions it is helpful to collect a
little information from the table. Asking questions such as “What kinds of food or drinks
do you prefer? Which will help you better focus on an appropriate recommendation .
This is where your menu knowledge becomes very important.
 Some other things to keep in mind when making recommendations.
 Keep I fun and relaxed
 Your suggestion should be positive but not intimidating or too aggressive.
 Your customers doesn’t want to appear ignorant and neither do you.
 Be professional; look at your customers as you speak to them.

Step 5 – Closing the Sale

Once the host of the table has all the information he or she needs, it is still up to
you to close the sale. You must still ask for the orders. Study the suggested closes
below and note how they gently suggest to a customer the need to finalize the sale.
“Which seafood have you selected for your dinner, Sir/Ma’am?”
Notice this phrase makes the assumption that the customer will be having
SEAFOOD for their dinner. It doesn’t “ask “will you having seafood”, it asks “which
seafood”.

“Sir / Ma’am, both the Cabernet and the Merlot will go well with the seafood, which one
will you be having?”
Again, the question is never asked if the customer will have wine. The only
question asked is “which wine”.
“Oh, it’s your birthday, this calls for a celebration, and a bottle of Champagne will
be perfect!”
Remember our customer come for a variety of reasons and celebration is very
common. Help a customer make a special event even more special by including in your
close a suggestion to important to ignore.

STEP 6 – MAKING ADDITIONAL SALES

You have reviewed all the steps for making suggestive selling of the first
appetizer, first cocktail or first bottle of wine, but how about a second order in the same
evening?
 It would be ideal time to offer the host or hostess if he or she would like another
vermouth or sherry while waiting for their guests.
 It will be appropriate to offer side dishes which are not part of the regular menu
 Bring the first bottle ordered immediately when ordered. The sooner they get it the
sooner they will start drinking it. IT is appropriate etiquette to ask the customer if you
may bring the bottle immediately.
 You may present the liquor bottle after dinner to offer after dinner drinks such as cognac
and port wines.
Timing is everything when it comes to selling that second order of appetizer,
cocktail drinks or bottle of wine!

CUSTOMER RELATION

COMPONENTS of CUSTOMER SERVICE

 Is the interactive process between the customer and the service personnel for the
purpose of determining and satisfying customer needs and concerns to generate or
sustain goodwill and positive corporate image.
YOURSELF
 Role and self- concept
 Competence, knowledge and skills
 Interpersonal relationship
You are the link that bridges the customer and company. To the company you
are the service representative. To the customer, you are the extension of the company;
you are a listener, a shock absorber, a consultant and sometimes even a psychologist.

YOUR COMPANY
Do you see your company as a team, made strong by each member playing his
part? It is this team’s concerned efforts, which are responsible for the quality of the
product and service. The company is not a faceless phenomenon. It is talent pooled
together, using various system and procedures for the purpose of meeting specific
goals. As the company grows, you grow it
 Company image
 Product and services
 Intra-organizational teamwork

YOUR CUSTOMER
 Needs and wants
 Expectations to your company’s concern
The customer is the reason for your company’s existence. Product development
is geared towards heightening customer’s satisfaction. This is the reason why we need
to listen to them, gain feedback concerning our product and service and find ways of
gaining their constant patronage. After the transaction with us, we want him to feel
totally satisfied through courtesy, efficiency and overall product quality. Only then can
we await his return.

PRINCIPLE of EFFECTIVE CUSTOMER RELATIONS

SMILE
Smile is probably the most talked about, most sung about, most advertised and
generally the most overrated and celebrated feature of the human face. Your job
requires you to smile at your customers all the time, whether they are pleasant,
indifferent or downright annoying. Just remember that when you give them your smile, it
is not only for your customer’s benefit, but also for your own as well. It takes a special
kind of person to rise out a day’s drudgery with a smile and those smile, is the sign of
triumph of a person who has won the day.

PRESENTABILITY
Many times a service personnel can be rendered ineffective because he is
carelessly groomed and his workstation is like a jungle. This suggest a lack of interest in
one’s self, which also mean a lack of interest in his work.

UNDRESTANDING
Try to put yourself in the customer’s shoes so that you can appreciate his
problem. To do this entails emotional maturity and communication skill. Find out what is
his interest. Talk him in terms of his experience and what he expects, finding out what
brings him to you.

PATIENCE
Allow the customer to tell his story. The best medicine for an upset customer is to
let him get if off his chest without getting you upset. He will not listen to you until he tells
his story anyway.

TACT
Tact involves what you say, when you say it and to whom you say it.

RESPECT
Courtesy, respect and considerations are manifested in small things; a manner
that shows the customer that consider him a person worthy of respect and courtesy; a
friendly tone of voice; use of his name; appropriate facial expression.

HONESTY
Bluffing may be all right in poker games, but it won’t do in transactions with
customers. When you don’t have the information, don’t fake it. When you don’t know the
answer, refer the customer to the right person. Give accurate directions about the
referrals. Your customer will remember the assistance you rendered.

LANGUAGE
It does not help to use JARGON or technical terms with customer. You should
never embarrass or put him/her on the defensive by making him/her asked: “what do
you mean”. You have to translate and find the right words that he/she will understand
when talking about your products or service.

IMPORTANCE
 You may see 50 or 100 customer like him every day, but they see you only once.
As much as possible set aside whatever you are doing when a customer comes to you.
Don’t try to make him wait until you’ve finished what you are doing. Know his/her name
and use it. He/she should feel that it is important to you.

COURTESY and INTER – CUSTOMER RELATIONS

SPEAK TO PEOPLE
There is nothing as nice as cheerful work of greeting

SMILE AT PEOPLE
It take 72 muscle to frown and only 14 muscle to smile
CALL PEOPLE BY NAME
The sweet music to anyone’s ear is the sound of his own name.

BE FRIENDLY AND HELPFUL

If you would like to have friends be friendly. If you want others to help you,
you must also help others.

BE CORDIAL
Speak and act as if everything you do were real pleasure

BE GENUINELY INTERESTED IN PEOPLE

A good job needs a tap at the back and a proper guidance will be
appropriate when something is wrong.

BE CONSIDERATE WITH THE FEELINGS OF OTHERS

Feeling and emotions needs a lot of considerations. It will be appreciated.

BE THOUGHTFUL OF THE OPINIONS OF TO THERS

There are always three side to a controversy: Your side, the other fellow and the
right one.

BE ALERT TO GIVE COURTEOUS AND EFFICIENT SERVICE

What counts most in life is what we do for others.

THE FOUR (4) ESSENTIALS STEPS IN

CUSTOMER RELATIONS

ESTABLISH CONTACT
Take the initiative to greet customer. This will immediately set the stage for a
fruitful transaction
 UNCOVER THE NEED
Politely ask you might be service. LISTEN carefully.

APPROPRIATE RESPOND

The operative work “appropriate”. In order to promote goodwill, the customer

must have the felling of satisfaction.

CONCLUDE THE TRANSACTION

End the transaction on a good note. Thank the customer for the continued
patronage and give him the assurance that you are ready to be of service.

THE CUSTOMER
 Is the most important person in our business.
 Is not dependent on us, we are dependent on them.
 Is not an interruption of our work, but the purpose of it. We are not doing him a favor by
serving him; he is doing us a favor by giving us the opportunity to do so.
 Is not an outsider in our business, but is part of it.
 Is not a cold statistics; he is a flesh and blood human being with feelings and emotions
like yours and mine with biases and prejudices.
 Is not someone to argue or match wits with; to belittle or to snub.
 Is the person who brings us his wants and it is our job to satisfy his needs.
 Is the person who makes it possible to pay your salary.
 Is the creator of the best or worst image of the company.
 Is the life and blood of the business.
REMEMBER: NO CUSTOMERS = NO JOB

CUSTOMERS NEED
1. NEED FOR SPECIAL CONTACT
The individual human being living in a society; needs social relations, seeks
support; general orientation and wants to be liked by others.
Need Satisfaction : Use recommendation and references and create pleasant
contact.
2. NEED FOR APPRECIATION
He wants to be treated as an individual, someone “special”
Need Satisfaction : Encourage them to talk about himself; direct your attention
and questions toward his work and ideas.
3. NEED FOR INFORMATION
Desire to know, to understand, to hear, to see, to feel and to be recognized
Need Satisfaction: Make plain explanation ( no technical terms ) demonstrate,
let him participate and try to win him over, convince and make him identify with
company.
4. NEED FOR PROFIT
To acquire something and to get more, not only in a material sense but also in
ideas
 Need Satisfaction: Offer advantages and benefits such as time saving, gain
experience, fun etc.

5. NEED FOR SECURITY

Not only for life but also striving for security, support, no risk, no danger,
protection, shelter and care.
Need Satisfaction: PR- image reliability, accuracy; create confidence.
6. NEED FOR HABITAT
To maintain “status quo”; reluctance to move out of the usual; therefore,
preference for familiar.
Need Satisfaction: Always try to take over the “assumed” risk for your customer,
make the new and unknown familiar; appeal to customer’s curiosity, experience and
prestige; offer advantage

CUSTOMERS EXPECTATION
The CUSTOMER may not be in a very good mood but he certainly doesn’t want
YOU to be that way too. As far as he is concerned, he deserves the right to be that way.
The Customer always expects you to:
 Be will groomed
 Be polite
 Concentrate on him
 Be courteous and efficient
 Be friendly
 Address him by name without being over familiar
 BE honest; fair and open minded
 Use clear and understanding language
 Show interest in his problem
 Be sympathetic
 Be flexible, reliable and helpful
 Explain procedures and patient
 Be a good listener
 Let him finished what he is saying
 Tune into his needs
 Treat them equally
 Ensure that they will enjoy and have fun in the ship
Customer satisfaction would depend greatly on the extend top which you met his
expectations. Therefore, no matter how you really inside, you have to be a really good
actor or actress at times. We all are!

TALKING TO THE CUSTOMER

1. THINK FIRST
Organize what you plan to say and how you plan to say it. Start by introducing
yourself and informing them of your position

2. WHO ARE YOUR LISTENER

 Consider their needs, age background, experience, etc. Then speak to them in
terms and in ways that will be easiest for them to understand. Eliminate jargon.

3. PAY ATTENTION
Don’t do something else while trying to speak to them. Get close maintain eye
contact--- face them—concentrate.

4. SPEAK FIRST – DISTRIBUTE INFORMATION LATER

We often are giving our passenger information sheets, pamphlets, forms to fill
out; menus to review. Be sure to explain first, then hand hem the document.

5. VOICE
TONE – We expresses our emotions by our voice. You can her joy or anger in
the tone of your voice.
SPEED – Speaking either too slowly or too fast can distract the listener.

VOLUME – Try to vary our volume so that it is easy to listen to, not always too
loud or too soft. Many Latin Americans and Europeans speak loudly many Asians speak
softly.

ACCENT – Everyone has one, it’s all what we are use to. If you thinks your
accent may be difficult for your passenger or guest to understand, slow down; spell out
words that may cause a problem. Substitute another word or phrases. Most passenger
or guest enjoy different accents and will display patience if you have a problem with
pronunciations.

Remember what you, the speaker are up against. They average person is not a
very good listener and will retain less than 25% of what you say. By taking care of what
you say and how you say it, you ensure that your customers will better understand and
accept what you're saying.

EXCUSE ME, BUT ARE YOU LISTENING?

HOW TO LISTEN
1.ELIMINATE DISTRACTION

Try to eliminate distractions. Some jobs have us in areas where the sound
volume is uncontrollable and listening takes discipline.

2. TAKE THE TIME TO LISTEN

 Concentrate on the speaker – let the speaker know that you are giving them your
full attention.

3. LISTEN CAREFULLY
Every word contains both facts and clues as to how he feels. “Am I ever going to
get those drinks I ordered:" The customer doesn’t want a yes" or “no" answer, what is
really saying is, I'm upset by having to wait so long.

4. “HEAR” THE BODY LANGUAGE

The impact other people make on you is 7% through their words, 38% through
their tone of voice, 55% through the body language they use-facial expressions in the
eyes and mouth gestures.
• Casting eyes upward without moving head (disdain)
• Closing eyes and shaking head (despair)
• Tapping of finger/ foot (impatience)
• Crossing of arms (defensive)
• Nervous shaking of foot (boredom)
• Hands to chin ( thinking-evaluating)
• Scratching head or neck ( defensive –stress)
• Hands folded on back of head (superiority)

Be aware that many gesture and expressions demonstrated by some people that might
not carry the same meaning to people of other nationalities. In some parts of South
America, scratching on the side of the cheek is silent indication that someone nearby is
a thief. Working in a multi-national environment, it’s important for us to identify the many
differences in body gestures and facial expressions so that we are able to interpret them
correctly.
5. DON’T GET DEFENSIVE
Sometimes the message is critical of you a service giver. Try to avoid getting
defensive and fighting back. Keep listening to them; let them talk it out of their heart.

6. AVOID JUDGING THE OTHER PERSON

try to listen without prejudice. Disregarding how the other person looks or
sounds, where they are from, religion or sex they are. Concentrate on the message, not
the person.

7. ASK QUESTIONS
Often the speaker needs a bit of help in getting his message across. Asking
probing question such as : “And then what happed?” “How did you feel about that?” will
allow the speaker to continue and vent his/her feeling and emotions if necessary.

8. SUMMARIZE AND VERIFY

“Let’s see if I understand you correctly sir/ma’am; you want me to served your
drink in the coffee shop after the seminar, is that right?” “May I repeat your order please,
that will be two beers, one Piña Colada and three colas, is that correct?” That kind of
summarizing and confirming tells the other person you have been listening and that you
have really heard what they were saying.

YOU have two ears and one mouth,

So listen twice as much as
YOU talk.

Six (6) STEPS METHOD

For Handling Complaints and Dealing with Angry Customer

1. LISTEN
Listen critically, without interruption. Don’t argue or deny anything-don’t get
defensive or challenge in any way even if the customer is abusive exaggerates, or
speaks in a loud, voice-just listen.

2.ACKNOWLEDGE
Express empathy for the passenger and the existence of the problem. Don’t
accept blame for the problem until all the facts are gathered. Use a “sad/glad"
statement.
SAD - “I’m sorry there’s a problem
GLAD - “I’m glad you bring it to our attention" Then show
empathy.
EMPHATY - “I’m sure it’s been frustrating for you, I can certainly
understand your being so upset’

3. RESTATE

As soon as the customer has calmed down, restate the complaint in a question
form in order to make sure there are no misunderstandings and that you understand the
problem.

4. ASK
Ask the customer what they want you to do, or what they would like to do. In
many cases the customer is satisfied just “letting the company know" what happened. If
the customer wants something specific done, find out exactly what it is and confirm it
with them. Stress what you can do, not what you can’t do. Suggest alternatives if the
preferred solution isn’t possible. If the alternative solution isn’t satisfactory and if you
can’t do anything more for them, then get a person of higher authority involved.

5. ACTION
Find something to agree on. Once solutions have been agreed upon, TAKE
ACTION quickly and do it! Notify the passenger of any changes or delays. Keep all
promises you made.
 6.FOLLOW- UP
After the problem has been taken care of, contact the customer and make sure
that the solution was satisfactory. Thank them again for bringing the problem to your
attention; indicate that you hope it will never happen again.
One word on taking a problem to the next highest authority, in most cases, your
supervisor or manager.
1. Make sure you tell your boss all the facts and information that the customer
has confirmed.
2. Know what the customer wants.
3. Give your boss an accurate account of your observation with the customer,
don’t inflate it to make you look good. Stick to the facts.
4. Tell your boss about any promises you made to the customer.
5. Know at this point if your boss is going to handle the situation or if you will
keep working on the problem too.

REMEMBER:
1. Don’t Be Defensive. The complaint isn’t about you.
2. Don’t Just Say “NO”. Always answer “NO" with a reason why.
3. Don’t Assign Blame. The customer doesn’t care if it is the computer’s fault
the Sales & Marketing etc.
4 Don’t Give Commands. Always ask the customer to “please sign this; rather than, “sign
this”.
5. Don’t Make Unrealistic Promises. The customer will be more disappointed later.
6. Don’t Leave The Customer Dangling. Keep them informed with progress reports until
the problem is solved.
7. Don’t Lose Your Sense of Humor. It will make both you and the customer feel better.

SEQUENCE of BAR SERVICE

1. Welcoming the Customer

The following steps must be observed in Welcoming customers upon entering
the lounge or bar:
 Establish eye contact with the customer
 Smile and Greetings
With pleasant smile, greet the customer by saying “Good evening ( or as the
case maybe)
 Sir / Ma’am, Welcome to ( mention the name of the bar).
 Introduction
Introduce yourself by saying “I am (mention your name), your receptionist.
 Get information
Know information about the customer’s name, reservation if any.
 Guide to the appropriate table or to the bar counter
Upon knowing the details such as, reservations, number of people in the group,
Customer must be escorted to their appropriate table or the bar counter without delay
by saying “Sir / Ma’am, may I escort you now to your table and this way please" Upon
reaching the table inquire if the table is alright by saying “Sir / Ma’am, is this table OK
with you ( or with your party)

2. Seating the Customer

The following steps should be observed:
 Lady customer must always be seated against the wall
 The chair be pulled and allow the customer to seat
 Upon seating, the customer must asked if they feel comfortable by saying “Sir/ Ma’am,
are comfortable with your seat?”

3. Introduction of Customer to the Service Staff

Upon seating, receptionist must introduce the bartender who will be serving them
by saying “Sir / Ma’am , this is ( mention the name of the bartender ). He must
acknowledge the introduction by saying “Good evening, sir/ ma’am welcome to (name
of the outlet) and I will take care of you and your party this evening ( or as the case
maybe)

4. Present the Drink List

The following has to be observed in presenting the drink list

 Drink list should be carried resting on top on the left hand on a 45- degree angle parallel
to the waistline
 It should not be open when presented to the customer, for them to appreciate the
design of the menu cover
 It should be presented to the right side of the host using the right hand, ladies first, host
last.

5. Offering and Making Drinks Suggestion

Some other things to keep in mind when making recommendations.
 Keep it fun and relaxed
 Your suggestion should be positive but not intimidating or too aggressive
 Your customer doesn’t want to appear ignorant and neither do you
 Be professional; look at your customer as you speak to them
 Offer drinks fast to prepare so that you can served the drinks immediately and take the
food orders right away.

6. Taking Drink Orders

 Take the order of the ladies first and host last
 Repeat the order to ensure that you get the right by saying “Sir / ma’am, you are having
a glass of red wine, is that correct?
 Upon confirmation of the orders say “Thank you, Sir / Ma’am, I will be back shortly to
served your order or I will be preparing your drink right away”.

7. The Order Slip or Point of Sale ( P.O.S. )

In the absence of the Point of Sale (POS) system, the following steps are to
observe. However, if POS system is used then the system applies.
After taking the orders, fill-up the appropriate orders slips ensuring that details
such as table number, quantity ordered, names of items ordered, name of the order
taker is written accordingly. This is ensuring that correct charges can be made
accordingly to the right customer. Give the order slip copies to the appropriate persons
or stations

8. Serving Drinks Order

 Always carry drinks on a bar tray except in the bar counter
 Serve drinks from the right side of the guest using your right hand or in front of table
whichever is most convenient for the guest and server
 Avoid serving drinks across the guest table except in the bar counter
 Serve ladies first, then the gentlemen and lastly the host
 Do not forget to mention the name of the drink you are serving
 Drinks to be stirred must be served with stirrer
 Drinks with tonic water should be served with sliced lemon
 Always serve carbonated drinks with drinking straw to the ladies
 Always serve drinks with either a coaster or cocktail napkin
 Serve red wine at room temperature
 Serve red wine at ½ full and chilled wines 2/3rd full
 Never dip wine glass in a cold water to chill it. The water drops in the glass will spoil the
wine
 Hold tumblers by the base and stemmed glass by the stem
 When pouring bottled drinks, don’t let the bottle touch the rim of the glass
 When glass is nearly empty, offer another drink

9. Offering and Making Food / Bar Chow Suggestion

Follow step # 5

10. Taking Food / Bar Chow Orders

Follow step # 6
 11. The Order Slip or Point of Sale ( P.O.S.)
Follow step # 7

12. The Mice-en-Place Preparations

 Prepare all the equipment needed for food to be served
 Set the table or counter for equipment needed for service accordingly to the company
set standard

Serving the Food / Bar Chow Order

 Always carry food on a screw tray
 Serve food from the left side of the guest using your hand or in front of table whichever
is most convenient for the guest and server
 Avoid serving food across the guest table except in bar counter
 Serve ladies first, then the gentlemen and lastly the host
 Do not forget to mention the name of the food you are serving

14. Offering Additional Orders

REMEMBER you are expected to be doing your salesmanship throughout the
evening. Be ready to suggest additional food and drinks. Today, even the most
experienced customer likes to be served and helped when he is dining and wining.

15. Presenting the Guest Check

There is nothing more irritating than to have to wait for the check. For some
reason customer who seem to have had all the time in the world to converse their
drinks, are in a rush to go when they have finished

Procedure in Collecting Payments

A. Review first if the following details in the check are correct before presenting the bill
to the customer
 The table number and the date
 The name of the items
 The quantity served
 The amount charged for every item
 The amount of service charge and sales tax

B. Present the check inside a check jacket

 The check must be facing down inside the check jacket so others guest will not see the
amount to be paid when the host will open the jacket

C. Accept payment
 Cash
• Count the money in front of the host and informed him the total amount received

 Credit Card
• Check the expiration date of the credit card
• Asked the customer the sign the space provided for in the guest check
• Compare the signature in the card and in the guest check
• Compare the picture in the card to the person making the payment
D. Remit payments to the cashier
 Cash
• Count the money again in front of the cashier
• Remit the money together with the guest check
• Get the copy of the guest check marked “Paid”
• Get the correct change if any and place the change inside the check jacket with
big bill on top arrange to the smallest amount. Place the guest check marked
“Paid" face down on top of the change
• Hand over the check jacket with the correct amount of change to the paying
customer
• Thanks the customer for patronizing the bar after handling over the change

 Credit Card
• Remit to the cashier the credit card for cleaning from the bank together with
the guest check
• After cleaning with bank, get the properly filled up-up credit card voucher from
the cashier
• Asked the customer to sign the credit card voucher
• Return the sign credit card voucher to the cashier
• Get the “Customer’s Copy" of the credit card voucher together with guest check
marked “Paid”
• Place the guest check marked “Paid on top of the “Customer’s Copy” voucher
inside the check jacket
 • Return the credit card to the paying customer together with the guest check
marked “Paid" and the “Customer’s copy" of the credit card voucher inside the
check jacket
• Thanks the customer for patronizing the bar after handling over the change.

16. Clearing the Table or Bar Counter

To maintain the cleanliness of the dining room or bar counter, the following steps
should be observed:

 Soiled glassware, china and silverware should be immediately removed.

 Water glasses and coffee cups should be refilled when guest are still seated. It should
be removed only when the customer have left.
 Wipe tables and bar counter with clean, moist clean towel whenever necessary.
 Ashtrays once soiled should be changed with clean ones immediately.
Procedure in Changing Soiled Ashtray
• Get a clean ashtray to replace the soiled one
• Clean ashtray is placed upside down directly on top of the soiled one
• The soiled ashtray now covered with the clean ashtray is lifted away from the
guest’s table
• This is to ensure that the cigarette ash is not blown into the table.
Clearing the Table or Bar Counter

To maintain the cleanliness of the dining room or bar counter, the following steps should be
observed:

 Soiled glassware, china and silverware should be immediately removed.

 Water glasses and coffee cups should be refilled when guest are still seated. It should
be removed only when the customer have left.
 Wipe tables and bar counter with clean, moist clean towel whenever necessary.
 Ashtrays once soiled should be changed with clean ones immediately.

Procedure in Changing Soiled Ashtray

• Get a clean ashtray to replace the soiled one
• Clean ashtray is placed upside down directly on top of the soiled one
• The soiled ashtray now covered with the clean ashtray is lifted away from the
guest’s table
• This is to ensure that the cigarette ash is not blown into the table

17. Bidding Customer’s Goodbye

When customers are leaving after their meal or drinks even if they just stopped in
for a cup of coffee or a glass of water, you may either say any of the following phrases
with a big smile. “Thank you sir / ma’am. I hope everything was all right” “It’s been a
pleasure serving you, sir/ ma’am. Come again soon, please and have a pleasant day”
18. Bussing Service
• As a general rule, bushing out is from the right of the guest.
• When bussing, follow the standard procedure – the 3 S’s
 Scrape – all dirt and crumbs from the plate, put them into one container
 Stock – put together equipment of the same kind and size
 Segregate – all items according to kind and size

19. Re-set Table / Bar Counter

Reset tables / bar counter according to set standards

GOD SPEED AND LONG LIVE ! ! !

ALOHA