FOOD AND BEVERAGE

SKILLS TRAINING
 COURSE OUTLINE

I. INTRODUCTION III. TABLE or PLACE SETTING

A. Definition of a Waiter/ Waitress A. Formal Setting

B. Qualities of a Waiter/ Waitress B. Informal Setting
C. Duties and Responsibilities C. Dining Etiquette Guide
D. Grooming and Personal Hygiene
Standards IV. QUALITY CONTOL AND SERVICE
E. Basic Etiquette for Restaurant Staff
A. Service Sequence
II. SERVICE EQUIPMENT B. Service Sequence Scripts

A. Glassware V. ROOM SERVICE

B. Tableware
C. Silverware & Cutleries VI. TIPS ON HOW TO BE AN EFFECTIVE WAITER
D. Bar Tools
E. Bar Equipment A. Handling Complaints
B. Suggestive Selling Techniques

VII. ASSIMILATION PROCESS

 Who is a Waiter/ Waitress?

Waiter/ Waitress is responsible for

serving customers in restaurants, cruise,
hotels and lounges. His/her main duties are
taking and serving customer’s order, give
constant attention to the customer’s need
and responsible for handling the check to the
customers and wait for their payments.
Qualities of a Waiter/Waitress
 Hardworking

 Flexible

 Honest

 Resourceful

 Good Listener

 Salesman

 Lots of Common Sense

 Hygienic and Well- Groomed

 Duties and Responsibilities
 Make sure that all drinks and food dishes served are according to menu and wine list
specifications, properly presented, be of hot/cold/iced temperature before being served.

 Must be familiar with all menu items, their presentation, their service procedure and
all accompaniments.

 Proper coordination with the manager, chef and all the staff in order to obtain a fine presentation
of food and beverage to prevent unnecessary delay of service.

 Check the cleanliness and availability of chinawares, silverwares, cutleries and glasswares.

 Maintain clealiness and orderliness of the whole dining area.

 Must be polite and courteous to the customers at all times.

 Well groomed and maintain personal hygiene.

 Confident in suggesting and describing food & beverage

offerings.

 Must be able to handle simple guest complaints

 Aware of daily specials, promos, discounts and out of stocks.

 Must be able to perform other duties from time to time.

Grooming & Personal Hygiene Standards
 For waiter – Nice clean short haircut
 For waitress – If you have long hair, tie it back neatly. Apply light make up.
 Keep hands clean, wash frequently, thoroughly and correctly ( 20 seconds of rubbing hands
with soap). Wash after every occasion where contamination might occur ( ex. coughing,
sneezing, handling money and etc.)
 Daily take a bath, change undergarments and use deodorant with mild scent.
 Brush teeth daily and every after meals/snacks. Use mouthwash if necessary.

Use only mild scented cologne or perfume.

Wear clean, ironed and complete uniforms.
 Never smoke, chew gums, and spit while on duty.
 Fingernails should be clean, short and without nail polish.
 Avoid wearing jewelries, only wedding ring/band is allowed for
waiters, while for waitress, wedding ring/band and round stud
earrings.
 Cover open wound with skin toned band-aid.
 Do not handle food if you are feeling unwell, advice your superior.
 Basic Etiquette for Restaurant Staff
Restaurant personnel are required to have an ability to communicate effectively
with certain manners and etiquette associated with gentleness.

The etiquette that a waiter must exhibits in a restaurant are the following:

1. Attend to guest as soon as they enter the restaurant.

2. Assist guest with children or carrying heavy baggage towards
their table.
3. Preferably address them by their names.
4. Be polite to guest.
5. Always help seat ladies, children and seniors.
6. When speaking to a guest, do not interrupt him if he is
speaking to another guest.
7. Do not overhear conversations.
8. Be attentive to guest calls.
9. Talk softly but clearly.
10. Avoid arguing with server staffs and guest in the restaurant.
11. Avoid mannerism such as touching hair or nose picking and
etc..
12. Avoid soliciting for tips.
 SERVICE EQUIPMENT
1. Types of glasswares
a. Tumblers
b. Stemwares

2. Tableware/ Chinawares

3. Silverwares and Cutleries

4. Bar Tools

5. Bar Equipment
 Types of Glasswares
1. TUMBLERS

HIGHBALL PILSNER
BEER MUG COLLINS (standard)

ROCKS GLASS SHOT GLASS

TUMBLERS

Rocks Glass - This glass is used

Beer Mug - This is the typical beer for drinks "on the rocks" or with a "
container. It has thick walls and a large splash." This glass is also known
handle. Typical Size: 16-22 oz as a “Old Fashioned Glass”.
Typical Size: 5-6 oz

Collins Glass - This is a tall and skinny

glass. This glass was named after the
Shot Glass - This is a small and thick
popular drink Tom Collins. It is used for
glass. It is used for many shots and as
soft drinks, juices and many mixed drinks.
a measuring tool. Typical Size: 1-4 oz
Typical Size: 14-16 oz

Highball Glass - This is the most

Pilsner Glass- is used for many types of common glass at bars. It is used to make
light beers. They are tall, slender and many mixed drinks. Typical Size: 8-12 oz
tapered. Typical size: 12-16 oz
 Types of Glasswares
2. STEMWARES

Martini
Glass Sorbet Glass
Margarita Glass Brandy Glass Snifter

White Wine
Glass
Pilsner
(footed)
Red Wine Glass Champagne Water Goblet
Glass
STEMWARES
Champagne Flute- These are tall glasses. The
Martini Glass - This is the classic V- flute shape helps preserve the carbonation of
shaped stemmed glass for drinks the champagne and it also shows off the
without ice (chilled drinks). This glass bubbles of the champagne. Size: 6 oz to 10 oz
is also known as a "Cocktail Glass."
Size: 6 oz to 12 oz

Margarita Glass- Glass-This Pilsner (footed) - Designed for pilsner,

glass is primarily used for these glasses also work well for serving
Margaritas and Daiquiris. juice, water or iced tea. Elegant, with a
Size: 7 oz to 12 oz finely balanced short & footed stem.
Size 14 oz to 16 oz
Sorbet Glass – is use for frozen dessert like
Sherbet. Size: 2 oz to 5 oz.
White Wine Glass -glass bowl will be
Water Goblet - These glasses are great more U shaped and upright allowing the
for general all-purpose use. Designed as aromas to be released while also
a water glass, they also work well for maintaining a cooler temperature.
serving juice, soda or iced tea. Size: 8 oz to 12 oz
Size: 12 oz to 14 oz

Brandy Snifter -This glass is used for

brandy or cognac. They have a short Red Wine Glass - glass bowl is fuller
stem so you can place your middle and and rounder with a larger opening to
ring finger. This allows your hand to warm allow you to dip your nose into the glass
the brandy or cognac while holding it. to detect aroma.
Size: 5 oz to 25 oz Size: 12 oz to 14 oz
Handling Glassware:

It is very important that you know how to handle glassware. If you don't
handle the glassware correctly, you can cut yourself or somebody else.

1. Always use an ice scoop to fill the glasses with ice. Never use the glass
to scoop ice. It can break in your ice.
2. If you break glass in your ice, throw away all the ice and make sure that there
are no pieces of broken glass.
3. If a glass is hot, do not put ice in it. The glass can break with the change of
temperature.
4. If the glass is cold, do not pour anything hot in it.
5. Do not stack the glasses too high.
6. Do not stack two different glasses together. They can get stuck together and
if you try to separate them, they might break.
7. Don't carry more glasses than what you can handle on your hands. Use a
tray to carry them.
8. Always handle the glass by the stem or base.
 Types of Tablewares/ Chinawares

Bread & Butter Plate

Dinner Plate Salad/Pasta Plate Coffee Underliner
10”inches 8” inches

Coffee Cup Cappuccino Cup Espresso Cup

Soup Bowl

Rice Bowl Sugar & Creamer Salt & Pepper

Container Shaker
 Types of Silverwares & Cutleries

Butter Knife
Dessert Spoon

Dessert Fork Dessert Knife Cake Server

Soup Spoon

Dinner Fork, Knife & Spoon

Serving Spoon

Salad Tongs

Crab/ Lobster Cracker

Pasta Server Soup Ladle
 Types of Bar Tools

Ice Pick

Cocktail Shaker Bar Jigger Ice Scooper Ice Bucket Bar Spoon

Bar Tray

Cork Screw Ice Cream Scooper

Champagne
Wine Bucket w/ Stand
Beverage Thermometer Wine Bucket Tray Stand
 Bar Equipment
Coffee Machine

Coffee Brewer

Coffee Grinder
Cream Whipper

Heavy Duty Blender

TABLE or PLACE SETTINGS
Table or Place Setting
Table setting or place setting refers to the way to set a table with tableware such as eating
utensils and chinaware for serving and eating. The arrangement for a single diner is called
a place setting.

1. Formal Setting
Utensils are placed about one inch from the edge of the table, each one lining up at the
base with the one next to it. Utensils on the outermost position are used first (for example,
a soup spoon and a salad fork, then the dinner fork and the dinner knife). The blade of the
knife is turned toward the plate. Glasses are positioned about an inch above the knives,
also in the order of use: white wine, red wine, dessert wine, and water tumbler.

2. Informal Setting
At an informal setting, fewer utensils are used and serving dishes are placed on the table.
Sometimes the cup and saucer are placed on the right side of the spoon, about four inches
from the edge of the table. Often, in less formal settings, the napkin and/or cutlery may be
held together in a single bundle by a napkin ring.
FORMAL PLACE SETTING
INFORMAL PLACE SETTING
 DINING ETIQUETTE GUIDE

Silverware and dinnerware rules:

1.Use the silverware farthest from your plate first.

2. Eat to your left, drink to your right. Any food dish to the left is yours, and any glass to the
right is yours.
3 Once used, your utensils, including the handles, must not touch the table again. Always rest
forks, knives, and spoons on the side of your plate.
4. For more formal dinners, from course to course, your tableware will be taken away and
replaced as needed.
5. To signal that your are done with the course, rest your fork, tines up, and knife blade in,
with the handles resting at five o'clock and tips pointing to ten o'clock on your plate.
6. Any unused silverware is simply left on the table.

Use one of two methods when using the fork and knife:
1. American Style:  Knife in right hand, fork in left hand holding food. After a few bite-sized
pieces of food are cut, place knife on edge of plate with blades facing in. Eat food by switching
fork to right hand (unless you are left handed). A left hand, arm or elbow on the table is bad
manners.

2. Continental/European Style:  Knife in right hand, fork in left hand. Eat food with fork still in left
hand. The difference is that you don't switch hands-you eat with your fork in your left hand, with
the prongs curving downward. Both utensils are kept in your hands with the tines pointed down
throughout the entire eating process. If you take a drink, you do not just put your knife down, you
put both utensils down into the resting position: cross the fork over the knife.
 DINING ETIQUETTE GUIDE
Serving food:

1. Food is served from the left. Dishes are removed from the right.
2. Always say please when asking for something. At a restaurant, be sure to say thank you to
your server and bus boy after they have removed any used items.
3. Butter, spreads, or dips should be transferred from the serving dish to your plate before
spreading or eating.

Passing dishes or food:

1. Pass food from the left to the right. Do not stretch across the table, crossing other guests, to
reach food or condiments.
2. If asked for the salt or pepper, pass both together, even if a table mate asks for only one of
them.
3. Set any passed item, whether it's the salt and pepper shakers, a bread basket, or a butter
plate, directly on the table instead of passing hand-to-hand.
4. Never intercept a pass. Snagging a roll out of the breadbasket or taking a shake of salt when it
is en route to someone else is a no-no.
5. Always use serving utensils to serve yourself, not your personal silverware.
 DINING ETIQUETTE GUIDE
Eating:

1. Do NOT talk with food in your mouth! This is very rude and distasteful to watch! Wait until you
have swallowed the food in your mouth.
2. Always taste your food before seasoning it.
3. Don't blow on your food to cool it off. If it is too hot to eat, take the hint and wait until it cools.
4. Always scoop food, using the proper utensil, away from you.
5. Eat in small bites and slowly.
6. Do eat a little of everything on your plate. If you do not like the food and feel unable to give a
compliment, just keep silent. It is acceptable to leave some food on your plate if you are full and have
eaten enough.
7. Do not "play with" your food or utensils. Never wave or point silverware. Do not hold food on the
fork or spoon while talking, nor wave your silverware in the air or point with it.
8. Try to pace your eating so that you don’t finish before others are halfway through. If you are a slow
eater, try to speed up a bit on this occasion so you don’t hold everyone up. Never continue to eat
long after others have stopped.
9. Once used, your utensils, including the handles, must not touch the table again. Always rest forks,
knives, and spoons on the side of your plate or in the bowl.
10 If the food served is not to your liking, it is polite to at least attempt to eat a small amount of it. It is
never acceptable to ask a person why they have not eaten all the food. Don't make an issue if you
don't like something or can't eat it - keep silence.
11. Even if you have dietary restrictions, it is inappropriate to request food other than that which is
being served by the host at a private function. If you have serious dietary restrictions or allergies, let
your host know in advance of the dinner.
 DINING ETIQUETTE GUIDE
Table Manners:

1. Unfold your napkin and place it on your lap. When you are finished, place it loosely on the table, not
on the plate and never on your chair.
2. Keep elbows off the table. Keep your left hand in your lap unless you are using it.
3. Do not talk with your mouth full. Chew with your mouth closed.
4. Guests should do their best to mingle and make light conversation with everyone. Do not talk
excessively loudly. Give others equal opportunities for conversation. Talk about cheerful, pleasant things
at the table.
5. Don't clean up spills with your own napkin and don't touch items that have dropped on the floor. You
can use your napkin to protect yourself from spills. Then, simply and politely ask your server to clean up
and to bring you a replacement for the soiled napkin or dirty utensil.
6. Loud eating noises such as slurping and burping are very impolite. The number one sin of dinner table
etiquette!
7. Do not blow your nose at the dinner table. Excuse yourself to visit the restroom. Wash your hands
before returning to the dining room. If you cough, cover your mouth with your napkin to stop the spread
of germs and muffle the noise. If your cough becomes unmanageable, excuse yourself to visit the
restroom. Wash your hands before returning to the dining room.
8. Turn off your cell phone or switch it to silent or vibrate mode before sitting down to eat, and leave it in
your pocket or purse. It is impolite to answer a phone during dinner. If you must make or take a call,
excuse yourself from the table and step outside of the restaurant.
9. Do not use a toothpick or apply makeup at the table.
10. Say "Excuse me," or "I'll be right back," before leaving the table. Do not say that you are going to the
restroom.
 QUALITY CONTROL

Quality Control is primary

responsibility of every employee serving
food and drinks to the customer. You are
the last person to come in contact with
the food before the customer does.

If something does not look right

or is not presentable, “DO NOT SERVE
IT”.
The saying “People eat with their
eyes” is very true.

Make sure all of your products

look good on the plate.
 SERVICE SEQUENCE
(For Fine Dining and Casual Dining Restaurants)

1. Greeting the Customers (within 30 seconds)

2. Seating the Customers and Presenting the Menu ( 1 minute)
3. Taking and Writing the Orders (within 3 minutes)
4. Bringing the Orders to Table
a. Beverage (5 minutes)
b. Appetizer (10 minutes)
c. Soup or Salad (10 minutes)
d. Main Course (15 minutes)
e. Pasta or Sandwich (15 minutes)
f. Dessert (5 minutes)
g. Coffee (10 minutes)
5. Presenting the Bill/ Receiving Payment (within 5 minutes)
6. Giving Change (within 3 minutes)
7. Clearing the Table ( within 2 minutes after the guests leave)
 GREETING THE CUSTOMERS
(within 30 seconds)
 Greet in smiling and friendly manner.
 Establish eye contact.
 If you are attending to another guest,
postpone your greeting to the arriving
guest until you are finished talking to the
first guest.
 Never leave guests unattended and
feeling unwelcome.
 Say: “ Good
morning/afternoon/evening, Ma’am/ Sir,
welcome to ____________ (name of the
restaurant).
Ask guest preference (smoking or non
smoking).
 Guide guest to table preference (use
open palm).
 SEATING the CUSTOMERS
and PRESENTING the MENU
( 1 minute)
 Use open palm, direct the guests to their table.
 For elderly and/or disabled, assist properly. Note:
Ask permission first.
 For group with kids, position them in the corner or
wall side.
 For couples, assist them to the best view of the
restaurant/ corner.
 Always allow guest preference.
 Assist when sitting by pulling out and pushing
back chairs gently.
Note: ladies first
 Offer kiddy chairs for guest with kids.
 Menu is opened and presented to all guests
(ladies first or elderly).
 Present menu by holding at upper part with and
assist with your left hand at the bottom part.
 TAKING and WRITING the ORDERS
( within 3 minutes)
 Write down orders using the order slip.
Write legibly and readable.
 Fill out details in order slip completely.
Use standard abbreviations.
 Inform guest regarding promos, specials
and sold out items (out of stocks).
 Respond to guest according to the orders
placed.
 After listing down orders, repeat orders
slowly and clearly to the guest in order
to check if orders have been listed
correctly.
 Thank guests after taking orders.
 Listen for suggestive selling and up-
selling opportunities.
 After taking their orders, remove any
unneeded utensils.
 BRINGING the ORDERS

 Do not auction off the food. (ex. “Who had the steak?”.)
 Excuse yourself from the guest whenever presenting any food or beverage.
 Present to guest through the correct serving side.
 Confirm or repeat order while
laying items on the table.
 Inform guest of his/ her
preference and how it has been
prepared.
 Food served with proper
condiments.
 Offer assistance after serving.
“Is there anything else I may
assist you with Sir/ Ma’am?.
 Thank guest “ enjoy your
meal/drinks Sir/ Ma’am.
MONITORING and CHECK SATISFACTION
Check when it is the right time to interrupt. (breaking the silence).
Magic word must be expressed before saying something.
Say: “How’s the food/ beverage? “How’s the taste?
“Was it prepared to your satisfaction?”
“ Is there anything else I may assist you with Sir/ Ma’am?

If customers are smoking, replace

the ash trays after every 3 cigarette
butts.
 Check and offer refills on
beverages (bottomless) and water.
 Monitor plate waste and determine
causes.
 Always anticipate customer needs.
 PRESENTING BILLS
and RECEIVING PAYMENT
( within 3 minutes)

Secure bill from the cahier

 Check details of the bill and encircle total
amount.
 Excuse yourself and present bill to the
guest/ host.
 When receiving payment, count the money
infront
of the guest to avoid confusions.
 GIVING CHANGE
( within 3 minutes)

 Always counter check the change

before delivering to the customers.
 When the customers pay cash,
don’t ask if they want the change,
always assume they do and if they
didn’t they will either tell you
or leave the change for you.
 Continue to check and offer refills
on water even though they’ve paid.
 THANKING the GUEST
and INVITING THEM BACK

 After billing and giving change, assist the

guest as they prepare to leave.
 Offer your help if guests have too many
things to carry and escort them
to the doorway or to the parking area.
 Sincerely thank and bid goodbye. Make
sure this is being done with eye
contact and a SMILE.
 CLEARING the TABLE
( within 2 minutes after the guests leave)

Dinner plate/ main plate should not be cleared until everyone is finished
so that the slower eaters do not feel rushed unless the guest requested.
 Clear from the right side of the guest using your right hand and travel in a
clockwise direction.

Do not stack items on top of the

table. Pick each item and stack
them on a large oval tray stand
near the table.

 Never clear more that you can

carry. If you aren’t using a tray,
never stack more plates than
you can carry on your hands. It
looks messy and unprofessional.
 Service Sequence Scripts:

Greeting and Seating the Customers

 Welcoming guest at the entrance door while holding the menu.
Waiter: Good Morning/ Afternoon/ Evening Ma’am/ Sir
Welcome to “ FORTUNE RESTAURANT”
 If no reservation:

Waiter: Smoking or non-smoking Ma’am?

Gueast: Non-smoking please
Waiter: Ok Ma’am, this way please
 Service Sequence Scripts:

Seating the Customer &

Presenting the Menu
 Leading the guest to the table and presenting the menu

Waiter: Ma’am here’s our menu…

Waiter: By the way Ma’am, I’m ____________ and I will be your server for today.

By the way Ma’am, I’m ____________ and I will be taking care of you today.
 Service Sequence Scripts:

Taking and Writing

the Orders
Beverages:

Waiter: Can I offer you our refreshing beverages Ma’am?

Waiter: Would you like to check our beverage list Ma’am?

Waiter: Would you care for a glass of iced tea?

Appetizers:

Waiter: You may want to try our Chicken Fingers? Or maybe Crispy Calamares?

Waiter: For me Ma’am, I suggest you may try Spicy Gambas because personally,
its my favorite.
 Service Sequence Scripts:

Taking and Writing

the Orders
Main Course/ Entrees:
Waiter: May I recommend one of our bestseller, __________________.

Waiter: May I know your preferences in food Ma’am? (to know if she is
allergic in certain ingredient, if vegetarian or Muslim.

Waiter: You may want to avail our on-going promo _______________.

Waiter: How would you like your steak prepared? (checking for doneness).

1. Rare – nicely seared on the outside, red and cool on the inside.
2. Medium Rare – nicely seared on the outside, red and warm center.
3. Medium – hot, pink center, more firm than medium rare.
4. Done– cooked throughout, firm and slight hint of pink at the center
5. Well Done – Cooked throughout & no pink left at the center.
 Service Sequence Scripts:

Taking and Writing

the Orders
Desserts:

Waiter: Can I offer you any desserts or perhaps you may want to see our dessert menu?

Waiter: How’s everyone doing here?

If you are interested in any desserts please let me know.

Coffee:

Waiter: Would care for some freshly brewed coffee?

Or an espresso that goes well with your slice of cake or muffin?
 Service Sequence Scripts:

Monitoring, Suggestive Selling, Clearing,

Billing and Thanking Guest
Waiter: How was everything Ma’am? Are you enjoying your _________?
Waiter: Enjoy your ________ and I’ll check with you in a couple of minutes.
Waiter: I’ll be back with your ________(specific name of food to be served next).
Waiter: Would you care for another round /glass of (wine, beverage, beer, etc.)
Waiter: Would you like to order a glass of (wine) to have with your _______ (entrée).
Waiter: If you need anything else, please let me know.
Waiter: Is there anything else I may assist you with?
Waiter: Is there anything else I can bring you?
Waiter: Excuse me Ma’am, are you done with this? May I take this out of your way?
Waiter: Excuse me Ma’am, may I take this plate?
Waiter: Thank you Ma’am, I’ll be right back with your change.
Waiter: It’s been nice to see you Ma’am/ Ms. Dungca, I hope to see you soon.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER
1. Even if not required in training, memorize the menu from cover to cover ASAP.
Talk to the kitchen staff to familiarize yourself with the menu or specials. Ask
permissions to taste sauces if possible.
2. If you are not busy at the moment and notice a customer at another table is in
need of something, assist them. If you help out your fellow waiters, they will be
more likely to help you out as well. Good service (no matter who provides it,
will ensure that customers will come back.
3. Striking up friendly chat is usually recommended, but keep it short and bear in
mind that some customers desire privacy more than others and may become
irritated by intrusions.
4. Even when having pleasant conversation with co-workers, face your tables so
you can see of they motion or start looking for something. If customers see you
with your back turned, chit-chatting with friend, they are more likely to be
annoyed and feel they are not receiving good service.
5. Keep a spare shirt or tie at the restaurant locker. Accident happen and sloppy
waiter is not good for the appetite.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER
6. Compliment their choice by saying.. Ex. “excellent choice”.
7. Interact with the kids. Parents love it. If children are becoming rowdy or irritable,
offer to bring them crayons, paper, crackers, something to keep them busy.
Parents will be very grateful.
8. Be friendly with your co-workers, cooks and busboys. If they like you, they’ll help
you out more and make your job so much easier.
9. Stay alert for refills, customers trying to get your attention, from guests,
dropped silverware, spills, empty plates and etc..
10. Answering the phone may be part of the waiter’s job. Clearly speak into the
receiver to be understood, and make sure you understand what the customers
wants. Always write down the customer’s phone number.
11. Be sensitive to the customers, you should provide timely service, while never
making them feel rushed. You should avoid to get the impression of hurrying
them out of the door.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER
Handling Complaints

In handling complaints, use the LEADS policy:

L - Listen to the customer’s complaint
E - Emphatize with the concern (Yes ma’am/sir, I understand your concern)
A - Apologize personally for the problem, even if it isn’t your fault.
D - Do what it takes to make it right with the customer (such as offering
a free appetizer or other cheap item, or reducing the bill
(check with your manager).
S - Stand by your promise.
Note:
 Never tell a customer you will do something or “be right back” and not to do it.
 Do not promise something, anything and not to do it.
 If a customer complains, don’t try to blame it on the cooks, hostess, or anyone else.
Simply apologize and work to resolve the problem. Check with the manager before
offering discounts and complimentary meals, etc.
 If the customer is still not satisfied, ask if they would like to speak to the manager.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER
Handling Complaints

 Act positively and use positive language. For example, use the work “concern”
instead of “problem”
 Don’t make excuses like “were short”. This does not help solve the problem nor,
does it make the guest feel better.
 Don’t argue. Nobody ever wins an argument with the guest. Keep in mind that
the guest may not always right, but he/she never goes wrong.
 When the customers get nasty or rude… stay calm, listen and communicate.
If that doesn’t work, grab the manager and let him/her deal with it.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER

Suggestive Selling Techniques:

1. Be specific. Mention specific menu item from each of the menu to interest guest.
Ex. “ May I recommend our luscious blueberry cheesecake?”
2. Suggest food that compliment each other.
Ex. Coffee with a slice of cake.
3. Describe the item. Use descriptive and accurate phrases.
Also include favorable evaluation.
Ex. “Our Roastbeef with Mushrooms is one of our bestseller”
4. Be familiar with the popular items so you can respond to guest’s requests for
good menu selections.
5. Listen to your guest attentively. Show interest to the guest by maintaining good
eye contact, leaning slightly towards the guest, and nodding affirmatively.
Relax and smile.
 TIPS ON HOW TO BE AN EFFECTIVE
WAITER
Suggestive Selling Techniques:
6. Observe and ask questions to determine the guest’s needs and wants.
Ex. If guests arrive with children, be sure to tell them about a special offering
for children.
7. Upgrade the guest’s choice.
8. Use good timing. When the guest shows signs of irritation, either he/she may not
need your assistance in choosing what to order.
9. Suggest existing promos or new products. Be careful not to suggest products that
are not available. You may also suggest high priced products or slow moving
products. But before you suggest slow moving items, make sure that it is in good
condition.
10. Have the right attitude for suggestive selling. Show genuine interest in enhancing
the guest’s dining experience. Be tactful, don’t be pushy, fast-talking or dishonest.