banquet server training

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BANQUET SERVER TRAINING
BANQUET SERVER TRAINING
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• What is JOB as a Banquet Server
The server is responsible for the complete service of food and beverages, catering to all guests’ needs. The server works closely with the captain or head waiter/waitress to
provide the guest with an enjoyable dining experience. j bl di i i
C.A.R.E.S.
C
ARES
 Customers are our focus
 Attitude affects everything
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 Respect others – have fun.  Earn profits for everyone
 Service is EVERYTHING!
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i i EVERYTHING!
BASIC ROLES
BASIC ROLES  Ensure the setting of tables completely according to diagram and/or sample table.
 Serve and clear food and beverage quietly, g q
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professionally, and quickly, using proper serving and clearing techniques.
 Keep work area clean, and coordinate actions with the Banquet team members, and all other members of the front and back of the house to ensure flawless customer service.  Maintain good grooming and personal hygiene. g
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Server’ss Etiquette
Etiquette
Server
 Uniform
 White Tuxedo Shirt
Whi T d Shi
 Black Dress Pants
 Black Bow Tie
 Black Apron
 Black Socks / Natural Colored Hose
 Rubber Soled Shoes
 Name Tag
 Hair Tied Up (if long)
 Serviette
S i tt
 Smile
 All shirts, pants, and aprons must be ironed.
Server’s Etiquette ‐ continued ‐
Friendly Service •
•
•
•
•
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Remember that guests can see you whenever you are in the room – be courteous, efficient, and quiet.
Maintain good posture –
Maintain good posture – and never slouch, lean, or slump
While in the room, smile and, when appropriate, acknowledge guests through brief eye contact.
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h b i f All associates shall remain on the floor while guests are around. Each server should constantly monitor his/her station, refilling water glasses, and serving fresh coffee or tea. Handling Requests •
Do not neglect a guest request just because the guest is not in your area. D
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h i i If he/she makes a request directly to you, take care of it personally and quickly, if possible. Server’s Etiquette ‐ continued ‐
R
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Rules for Resolving Complaints
1.
Listen and Empathize


2.
Listening is the most important component of the communication process.
Having empathy is being aware of and sensitive to the emotions of others ‐ “I think I know how you feel.”
‐ “I understand what is upsetting you and I am glad you told me”. Apologize and Commit to Solving the Problem
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. 

Accept responsibility for the problem’s resolution.
If you are unable to do so, bring in to the attention of the captain or manager. If the complaints regards a meal, remove the plate and replace it. 3
3.
Identify a Mutually Acceptable Solution
4.
Check Back and Follow Up
When the Guest Leaves the table
•
•
•
•
Take napkin and fold it neatly
Set napkin back on table.
Attend to the place setting as needed
tte d to t e p ace sett g as eeded
Reposition the chair
Team System of Service
Team System of Service
- To increase all aspects of service to the guests.
 Back Position:  Front Position:  Support the front  Be on the floor most of partner
time to serve guests
i  running food items  handling actual food from the back aisle to delivery to each guest the station, responding and taking special to special guest requests requests which he/she f
from the front partner, th f t t
th then passes on to the t th and anticipating the back position server.
next need of the front partner. COMMUNICATION STANDARDS
COMMUNICATION STANDARDS
 Controlling Service in the Room
 Floor supervisor control service



When serving
When clearing Begin and end
 Communication with the Kitchen  Head Count
 Any last minute requests
A l t i t t
 Any anticipated problems that my arise  Communication with Guests Communication with Guests ‐ “10 and 5” Rule
10 and 5 Rule
 This rule is about the zone between customer and employee in terms of hospitality good customer service.
‐ Smile, make eye contact with a customer at 10 foot range ‐ Smile, greet them, and offer assistance within a 5‐foot range PRE‐MEAL
BRIEFING
PRE
MEAL BRIEFING
• Making the Most of the Most Important 15 Minutes
A pre‐meal briefing is required before all meal functions It is to be conducted by the floor supervisor functions. It is to be conducted by the floor supervisor in charge of the event. Station assignments are given out after the agenda is covered.  Inspect : To insure the staff ready for the function
 Inform : Communicate accurate information; Standard Agenda / Station Assignment
 Motivate : To have a T h
Positive & Productive shift
PRE‐ EVENT PREPARATION GUIDELINES 







Make sure that linens are clean and pressed – no rips, fading or burns. Confirm with your Captain / Head Waitress exactly what place
settings are required for exactly what place‐settings
are required for
each event. Fold napkins neatly according to the design selected by the Captain / Head Waitress or the event representative.
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Confirm that all utensils needed for each course are included at each place setting
Inspect all dishes and glassware for spots or p
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blemishes
Make sure all wicker baskets are free of fraying and crumbs.
Be at your post in uniform and ready to work
Be at your post, in uniform and ready to work at least 15 minutes before any event is scheduled to begin.
Complete all service setup and ensure the doors can be opened before the event starts
TABLE CLOTHES
Cloths for all table arrangements
1. Should be clean and free from rips and burn holes.
2. Should be pressed (small wrinkles may be smoothed out with palm of hand;
excessive wrinkles must be pressed with an iron or steamer).
3. Creases should be “centered” following the same directional principle in which
the tables for the function were positioned.
4. Cloths should not fall below the seats of the guests’ chairs, but should be
tangent to (i.e.,
(i e just touching) the top of each chairs’
chairs seat.
seat
5. “Turned under” side of the hemline should be facing the table.
Round Tables
1. Cloths should be “centered” on the tables so there is an equal drop on all sides.
2. Center fold line should run from north to south (head of the room is always
considered north) with corners of the cloth dropping directly over table legs,
depending on where head table is.
Basic Table Setting Method
a. Assembly Line Technique
- One server sets one particular item at a time on all the tables
(e.g., all forks, all knives, etc.)
b. Station Set
-
One server (or team) is responsible for setting all the items
on his/her(their) particular station. With this method, well
organized and combined efforts increase efficiency and
decrease setup time.
Table/station assignments can be made prior to the premeal briefing with any additional questions/details
regarding assignments discussed during the briefing
briefing.
TABLE SET‐UP
 The first plate or place setting must always be set in the 12 o’clock chair –
the one that faces the north wall.  Chairs must be lightly touching tablecloth.
 Two sugar caddies and two creamers on each table.
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 Two sets of salt and pepper shakers completely filled on each table.  The first plate (or place setting) should always be set the center. The remainders are evenly spaced from there. PLACE SETTING REMINDERS
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 Napkin in ½ inch from table.
 Knife blade faces inward.
 Spoon and Knife handles are even.
 Entrée fork is even with top of knife.
 Salad fork ¼ inch lower than entrée fork.
 Appetizer fork ¼ lower than salad fork (if served 5 course)
 Dessert fork above napkin, handle facing left.  Intermezzo spoon above dessert fork with handle facing right. (4 and 5 course 






only)
Coffee sauce placed near edge of table.
Coffee cup handle at 4 o’clock position.
Water glass directly above tip of knife.
Champagne glass at 11 o’clock to water glass
Wine glass at 5 o’clock to water glass
Bread and Butter (B&B) plate above forks. B&B knife handle to the right. STANDARD TABLE SETTING for
STANDARD TABLE SETTING for BREAKFAST
Bread and Butter (B&B) plate above forks
Bread & Butter
W t glass
Water
l
directly
di tl above
b
ti
tip off kknife.
if
Water
Juice
10 – 11”
Coffee Cup & C
ff C & Saucer
Napkin
Entrée Fork
½” from the edge
½”
½
The flatware must be placed no closer than ½” from the edge of the table.
STANDARD TABLE SETTING for LUNCHEON Bread and Butter (B&B) plate above forks.
Bread & Butter
B d & B tt
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Dessert
Water glass directly above tip of knife.
Water
Wine
Entree
Wine glass at 5 o’clock
to water glass
10 – 11”
Salad
Napkin
½” from the edge
Salad fork ¼ inch lower
than entrée fork.
Soup
Entree
Salad
½”
½
The flatware must be placed no closer than ½” from the edge of the table.
Coffee Cup &
Saucer
STANDARD TABLE SETTING for FORMAL DINNER
Bread and Butter (B&B) plate above forks.
Bread & Butter
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Dessert
Water
W t glass
Water
l
directly
di tl above
b
ti
tip off kknife
if
Red Wine
Entree
10 – 11
11”
Salad
Appetizer
Appetizer fork ¼” lower
than salad fork.
fork
Wine glass at 5 o’clock
to water glass
White Wine
Napkin
½” from the edge
Salad fork
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¼ “ lower
than entrée fork.
Entree Salad Soup
Coffee Cup &
Saucer
NAPKIN HOLDING
NAPKIN HOLDING
A special table says that you really value your guests when you make the extra effort to set the table beautifully.
beautifully

The Pyramid Napkin Fold 
The Standing Fan Napkin Fold The Bishop's Hat Napkin Fold
Th C dl N ki F ld
The Candle Napkin Fold The Rosebud Napkin Fold The Crown Napkin Fold
The Crown Napkin Fold 



The Pyramid Napkin Fold This classy napkin folding technique is simple, fast, and can be made easily with most napkins. If the napkin b i
d i thi
d fl
il th i
it ith li ht t h i t f ldi
d it ill t
t
f tl ! !
being used is thin and flops easily then iron it with light starch prior to folding and it will turn out perfectly
Fold Napkin in
Half
Diagonally
Diagonally.
Fold
Corner to
Meet top
Meet top
Point.
Turn
Napkin
Over and
Over and Fold in Half. Pick up at
Center and
Stand on
Stand on
Base of
Triangle.
The Standing Fan Napkin Fold Elegant and decorative, this is a classic napkin folding technique. As usual, and iron helps but is not necessary
not necessary.
Fold napkin in ki i
half.
Starting b tt
bottom, accordion pleat 2/3 way up.
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Fold up in half with pleating on the outside
outside.
Fold upper right corner i ht
diagonally down to folded base of pleats and turn under edge.
Place on table and release pleats to form fan.
The Bishop's Hat Napkin Fold
This is a classic dinner napkin fold, but it can be difficult to line up the corners in the cap. Some starch and an iron make it easier to be precise while folding this one.
starch and an iron make it easier to be precise while folding this one. Fold napkin in half making a
making a rectangle.
Fold corners to create a parallelogram.
Turn napkin k
over lengthwise. Fold up p
from bottom onto itself; pull right tip i ht ti
down from under.
Bring corners together tucking one into the other.
Open base of fold and stand upright.
The Candle Napkin Fold So you want something easy and elegant? Something that looks nice and fancy but doesn't take a boat‐load of time? Try this one on for size. Fold napkin in half diagonally
Fold up base
1/3 way
1/3 way.
Turn napkin over and roll from bottom to top
Tuck corners inside cuff at base of fold and stand.
Turn one layer of point down and set on b
base.
The Rosebud Napkin Fold This sophisticated cloth napkin design benefits from stiff material or light starch. A hot iron will also make it easier to be exact. Fold napkin in half diagonally
Fold corners to meet at top p
point
Turn napkin over and fold bottom 2/3 way up.
Turn napkin around and bring corners together, tucking one into the other.
the other.
Turn napkin around and stand on base
The Crown Napkin Fold Do you want your dinner guests to feel like royalty but have no red carpet? Treat them like kings and give them all crowns! Then you can use this napkin to wipe the cheese out of that i t d ti
introduction.
This napkin folding design just doesn't work well without a little starch in the cloth, if it's sagging it's ugly so take your time and get it right.
Lay the napkin Lay
the napkin
face‐down in front of you.
FFold the napkin ld h
ki
in half diagonally.
Orient the O
i
h
napkin so the open ends are pointing away from you.
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FFold the right‐
ld h i h
corner up so that the point rests directly on top of the middle‐corner. The edge of this new flap should lay on the center line of the napkin. Repeat step four on R
f
the other side, bringing the left‐
most corner up to meet the middle‐
corner, creating a diamond shape. The Crown Napkin Fold ‐ Continued Fold the bottom of the napkin up about 2/4'ss napkin up about 2/4
of the way and press this fold down well. Fold the smaller ti l d
triangle down so the point rests on the near edge of the napkin. Press.
curl the left and right sides of the napkin id
f th
ki
up so they meet in the middle and tuck one into the other. Stand it up and tug at it where needed to even it up and d dt
it
d
round it out. If your napkins are too limp then think of starch as napkin viagra and make them good and stiff. TRAY STANDARDS
TRAY STANDARDS
CARRYING TRAYS
CARRYING TRAYS
• OVAL
»» Carry over your left shoulder
Tray jacks should only
»» 1 hand under the heaviest part
be placed around the
perimeter of the room.
»» Fingers pointed to the back of the tray
»» Do not carry in front, at waist level
»» Keep your other hand free to balance the tray open doors carry the
»» Keep your other hand free to balance the tray, open doors, carry the tray stand, etc
• 16” ROUND
»» Use as directed for mixed drinks, individual beverage orders, etc.
»» Carry on the left for ease, in front of your body
TRAY HANDLING GUIDELINES
Trays require special care to avoid accidents. Follow these
guidelines
guidelines.
LOADING TRAYS
»» Never load more than you can carry – 2 trips are better than 1 accident
»» Before loading, check that the tray is clean and dry
»» Place heavier items at center of the tray or on the side closest to your body
»» Lay tall glassware down and away from the edge of the tray
»» Lay condiment bottles flat on the tray
»» Fit plate covers properly before carefully stacking on the tray
Never overload trays. Stack heavier items at the center of the tray. SERVING FROM TRAYS
 Always use a tray stand with oval trays
 Open
p stand, bend at the knees, g
gently
y slide the tray
y onto center of the stand
 Never place tray on chair
CLEARING DISHES ON THE TRAYS
When removing soiled plates, the remaining food should never be scraped
Onto the banquet tray. Instead, place two plates’ side‐by‐side and then Slide the food onto one plate. This will leave one plate with all the food on it,
And one stack of plates with no food or debris. Do this with your back to the guests, as quietly as possible. No noise should be heard. Carry oval trays over Carry
oval trays over
your left shoulder, with one hand
under the heaviest part.
TABLESIDE SERVICE STANDARDS:
1. Serving a Whole Table
a. Ladies before gentlemen
b. Old before young
c. Food is served to guest’s left side, and beverage is served
from the guest’s right side. Clearing dishes is from the guest’s right side.
d. Walk Forward : After serving someone, walk forward –
in the direction you are facing.
Walk clockwise while
g beverages
g and clearing.
g
Serving
Walk counter-clockwise while serving the guest.
Always serve food from the left
of the guest.
Always serve drinks from
the right of the guest.
Hold all dishes by the rim of the plate.
Keep your fingers away from the food.
Keep cups and glasses
on the table when refilling them.
Always clear items onto an oval tray.
Clear food and beverages from the guest’s
right.
TABLESIDE SERVICE
TABLESIDE SERVICE bread basket ,  Bread Service : lunch lunch = bread basket , dinner = the first bread serve by the server
 Soup Service : using a tureen with a ladle
 Salad Service : non‐composed / composed salad
 Serving Sauces : to be passed by the server  Dessert and Coffee Service : coffee must be served, followed by dessert.  Passing Hors D’oeuvres : carry the plate, platter or tray in white gloved hands, and offer a beverage‐
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Types of Food Service Plate or American Service
 Most common form of banquet service
 Food prepared in kitchen and presented on guests’ plates
Russian Service
 Food prepared in kitchen
 Served from platters onto guests’ plates
(continue
d)
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Types of Food Service
Types of Food Service French Service
(continue
d)
 Food prepared tableside on carts or a gueridon
 Requires space between tables for carts
Preset Service
 First course on tables when guests arrive
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Buffet service
 Guests serve themselves from arrayed choices
À la Carte Catering
 Guests have choice of entrées
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STYLES of SERVICE
STYLES of SERVICE
 AMERICAN STYLE
 Plated Service: Food is plated in the kitchen and served to guests.
 A la Carte Service : off the menu service. Guests are provided a menu as they are seated. Due to the time and cost constraints, the appetizer, salad and dessert are pre selected for all guests and dessert are pre‐selected for all guests.  Buffet Style Service : walk through the buffet as a guest would to help to fine tune the placement of items and ensure maximum accessibility and convenience.  FAMILY – STYLE SERVICE
 The guests basically serve themselves after receiving platters of food that are passed down the table. p
 FRENCH SYTLE
 The use of elegant serving pieces; the heating and garnishing of food at y
p
table side by a Captain….  Very impressive, but requires ample space.
STYLES of SERVICE ‐continued‐
 RUSSIAN STYLE
 The food is fully prepared and pre‐cut in the kitchen. All courses are served either from platters or from a special dish called an “Escoffier” dish. Tureens are used for soup and special bowls for salad. The rule for Russian service is to place empty plates from the right, by going around the table clockwise. Food is served from a platter from the left of the guest, continuous service going around the table count‐
clockwise. Clear from the right, moving count‐clockwise.  BUTLER STYLE
 This service is similar to Russian Service. The difference is the guest helps him or g
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herself from the tray which the server holds. This requires additional portioning, in case the guests take more than their share.  ENGLISH STYLE
 This service is similar to Russian Service and to family‐style service. Food is brought to the table on a tray, or bowls, presented to the host, who either cuts the food him/herself of chooses to have it done by the server, away from the table. A good /
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example is a whole turkey or roast beef. EXAMPLE OF SEQUENCE OF SERVICE OF DINNER SERVICE
1. First course’s food is served to guest’s left side.
2. The first course food plate and silver is cleared from the guest’s right side with the
right hand.
3.
s right side; leave on table if guest
3 The first course wine is cleared from the guest
guest’s
requests.
4. Second course’s wine is served from the guest’s right side.
5. Second course’s food is served from the guest’s left side.
6 The second course food plate and silver is cleared from the guest’s
6.
guest s right side
side.
7. The second course wine is cleared from the guest’s right side; leave on the table if
guest requests. (Repeat)
8. Entrée is served from the guest’s left side.
9 Entrée is cleared from the guest’s
9.
guest s right side
side.
10. Entrée wine is cleared from the guest’s right side.
11. Bread and butter plates and knives are cleared from the guest’s left side as each
guest’s entrée plate is cleared.
12 Butter/margarine,
12.
Butter/margarine salt and pepper are cleared
cleared.
13. Cream and sugar are served.
14. Coffee cup and saucer is served from the guest’s right side.
15. Coffee is served from the guest’s right side.
16 Dessert is served from the guest’s
16.
guest s left side
side.
17. Dessert is cleared from the guest’s right side.
18. Guests are thanked for coming as they leave.
19. Final clear.
GENERAL BANQUET SERVICE GUIDELINES
1. Tray jacks should only be placed around the perimeter of the room
2. Remove all trays from the room before the meal begins; do not return them until clearing is required or meal service has ended. clearing is required or meal service has ended.
3. Remain on the floor while guests are eating
4 Only leave the floor to remove dirty items or pick up food & beverage items.
4.
O l l
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di t it
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f d&b
it
5. When in the room, keep quietly focused on diners – do not huddle or chat with fellow servers.
6. Constantly monitor the carpet for items that need pickup and removal
7 Carry no more than 3 entrees at a time from the service stand to the table
7.
Carry no more than 3 entrees at a time from the service stand to the table
8. Warn guests when serving hot plates, beverages, etc.
9. Handle all items as quietly as possible around guests (and try to keep noise to a minimum in areas adjacent to the dining room. THE “DON’Ts of BANQUET SERVICE
 Don’t place a napkin under your arm.
 Don’t wipe your face or your mouth with 







your side towel.
Don’t use the guest entrance during a function
Don’t stand in a large group congregating during a function
Don’t eat or drink anything in front of the guests. Don’t eat anything while servicing the guests. Don’t stand around with your hands in your pockets or your arms crossed
Don’t pick up glasses by the tops
Don’t go to break all together
Don’t chew a gum during a function
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CLEANILINESS AND SANITATION
CLEANILINESS AND SANITATION
g
 Daily Cleaning Checklist
 Banquet Linen Checklist
 Banquet Equipment Care Checklist







Skirting Silver Chafers
Mirrors
Candles
Coffee Break Urns
Number Stands & Numbers
Salt & Pepper Shakers and Sugar Bowls
 Side Work Assignment : pre‐function / post‐function
Side Work Assignment : pre function / post function
BEVERAGE SERVICE STANDARD
BEVERAGE SERVICE STANDARD
y
Q
Quality Customer Service in the Bar area
 Great Attitude

A good attitude and a pleasant personality
 Service Skills

Art of taking an order, delivering the product and presenting the check.
 Sales Skills
Proper service skills and the ability to interact with customers
 Up‐selling skills
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
 Product Knowledge

Different flavors and good descriptive elements of the products
BEVERAGE SERVICE STANDARD ‐continued‐
 Mixology

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Need to know the beverage recipes  Ingredients, portion size, glassware, mixing technique, garnishes
 Draft Beer

Proper techniques and knowledge to serve draft beer effectively and efficiently.
 Presentation

“You eat with your eyes”
 Setting the Stage
Setting the atmosphere or ambiance of the bar
 Lights, music, ashtrays, snacks, televisions etc. 
TYPE OF BAR SERVICE
TYPE OF BAR SERVICE
 Hosted Bars  All beverages consumption charges to the client’s master account
 Open Bars
O
B
 Limited number of people and limited time period.
 Charges to the client
Charges to the client’s master account
s master account
 Cash Bars
 Self
Self‐Service Bars
Service Bars
 Relative to the Hosted Bar Service without a bartender
 Suggested only beer, wine, soda, and mineral waters
Suggested o y bee ,
e, soda, a d
e a ate s
THANK YOU
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