F&B Service Cycle: Order Taking, Service and Billing PDF

UNIT-4: F&B SERVICE CYCLE - ORDER TAKING, SERVICE & BILLING 4.1 Taking restaurant reservation (Restaurant Booking Diary – format & importance) & Order taking (Suggestive selling, Upselling & Cross selling). 4.2 KOT/ BOT - format, Types & their uses; Computerized KOT system...

UNIT-4: F&B SERVICE CYCLE - ORDER TAKING, SERVICE & BILLING 4.1 Taking restaurant reservation (Restaurant Booking Diary – format & importance) & Order taking (Suggestive selling, Upselling & Cross selling). 4.2 KOT/ BOT - format, Types & their uses; Computerized KOT system 4.3 Styles & Sequence of Service & Table Clearing procedure (Pre-plated & Platter to plate service) 4.4 Billing (types of bills), Modes of Payment & Cash handling; Guest feedback & bidding farewell. 4.5 Handling various customer Situations 4.1 Taking restaurant reservation (Restaurant Booking Diary – format & importance) & Order taking (Suggestive selling, Upselling & Cross selling). Reservation: - A table reservation is an arrangement made in advance to have a table available at a restaurant. While most restaurants in the vast majority of the world do not require a reservation, and some do not have a policy or simply any channel for making one, so-called higher-end restaurants mainly in overcrowded cities often require a reservation, and some may have tables booked for weeks in advance. The modern reservation system evolved from the prior practice of arranging catering at a restaurant. In recent times, many restaurants have replaced the traditional pencil and notebook with an online reservation system. TAKING RESTAURANT RESERVATIONS A. Restaurant Booking Diary – Format & Importance 1. What is a Restaurant Booking Diary? A restaurant booking diary is a crucial tool used in restaurants to record, track, and manage guest reservations. It helps the staff to stay organized, prevents overbooking, and ensures smooth operations during service periods. 2. Format of a Restaurant Booking Diary A typical booking diary or reservation system includes the following essential details: o Date & Time of Reservation: The specific date and time slot when the table is reserved. o Name of the Guest: The name of the person making the reservation. o Contact Details: Phone number or email to confirm or modify the reservation. o Number of Guests: The total number of people expected in the party. o Special Requests: Information like dietary preferences, seating preferences (e.g., window seat), or special occasions (e.g., birthdays). o Table Number: If specific table requests are made. o Reservation Status: Confirmed, waiting list, or canceled. o Notes Section: Any other important details like customer preferences or previous visits. 3. Importance of a Restaurant Booking Diary  o Avoid Overbooking: Helps the restaurant maintain a balance between available seating and demand, avoiding overbooking or underbooking. o Improved Customer Service: Guests’ special requests, seating preferences, and occasions (such as anniversaries or birthdays) can be noted and accommodated, providing personalized service. o Better Table Management: Organizes the seating arrangement and helps manage waiting times, allowing for efficient flow of guests. o Staff Planning: The diary helps the restaurant anticipate busy times, allowing better staff allocation and preparation in the kitchen. o Customer Relationship Management: Helps retain loyal customers by keeping track of their preferences and visits, making them feel valued. Steps for Taking a Reservation: 1. Greeting the Guest: Always greet politely and offer assistance with the reservation process. 2. Confirm Details: Confirm date, time, number of guests, and any special requirements. 3. Check Availability: Cross-check availability in the booking diary or reservation system. 4. Offer Alternatives if Needed: If the preferred time is not available, offer alternative time slots or dates. 5. Confirm and Record Details: Confirm the reservation details and ensure they are recorded accurately in the booking diary. 6. Thank the Guest: Always thank the guest for choosing your restaurant and confirm they will receive any necessary follow-up. “CONVERSATION BETWEEN RESTAURANT AND GUEST” Hostess: "Good evening, thank you for calling Sutra. My name is Sarah. How may I assist you today?" Guest: "Hi, I’d like to make a reservation for dinner tomorrow evening." Hostess: "Of course! May I have your name, please?" Guest: "Yes, it’s Mr. Sharma." Hostess: "Thank you, Mr. Sharma. How many guests will be dining with you?" Guest: "It’ll be for four people." Hostess: "Great! And what time would you like to reserve the table for?" Guest: "How about 7:30 p.m.?" Hostess: "Let me check availability for that time… Yes, we have a table available at 7:30 p.m. for four people. Would you prefer indoor or outdoor seating?" Guest: "I’d prefer indoor seating, please." Hostess: "Indoor seating, noted. Do you have any special requests or occasions we should know about?" Guest: "No special requests, just a regular dinner." Hostess: "Understood. May I have a contact number to confirm the reservation?" Guest: "Sure, it’s 9876543210." Hostess: "Thank you. To confirm, Mr. Sharma, I’ve booked a table for four guests at Sutra for tomorrow evening at 7:30 p.m. with indoor seating. We’ll send you a confirmation message shortly." Guest: "That sounds perfect, thank you." Hostess: "My pleasure! We look forward to welcoming you tomorrow evening, Mr. Sharma. Have a wonderful day!" Guest: "Thank you, you too!" HOW TO TAKE A RESERVATION VIA THE TELEPHONE OR PERSONALLY Taking a reservation over the Telephone: 1. Prepare equipment like pen, diary etc. 2. Smile as you really mean it. 3. Speak slowly and clearly. 4. Listen carefully to the guest. 5. Greet the Guest: Good morning / afternoon/ Evening, This is Restaurant ABC. XYZ Speaking. How may I assist you?  6. Writing down the reservation: Date of reservation, Full name of reservation, Time of reservation, Number of persons, Table preference (Smocking / Non – smocking), Special request i.e. special menu / wine / birthday / cake / high chairs requested etc. 7. Always ask the guest to spell his / her name. 8. Inform the guest of our code policy unless you know he / she has previously dined in the restaurant. 9. Inform the guest that we will hold their table for approximately 15 mins. From the time of their reservation. 10. Any special requests are written in the remark column and highlighted. 11. Report the reservation. 12. Ensure all the details have been recorded correctly. 13. Thank the guest and replace the handset. ORDER TAKING Order taking is a critical aspect of restaurant service, where the server interacts directly with the guests to take their food and beverage orders. This process needs to be accurate, efficient, and customer-focused, as it significantly influences the guest’s dining experience. A well-executed order- taking process ensures smooth communication between the guest, the kitchen, and the service team, leading to higher customer satisfaction. Steps for Effective Order Taking and 1. Greeting the Guest o Always greet guests with a warm smile and polite tone. o Establish rapport by asking how their day is going or by making small talk to make them feel comfortable. 2. Providing Menus and Explaining Specials o Hand the menus to the guests and introduce any daily specials, chef’s recommendations, or promotions. o Answer any questions they may have about menu items, dietary restrictions, or preparation methods. 3. Listening and Asking Questions o Actively listen to the guest’s preferences and needs. o Ask relevant questions to clarify any ambiguity regarding their order (e.g., how they want their steak cooked, any allergies, or special requests). 4. Making Suggestions o Based on the guest’s preferences, suggest suitable appetizers, drinks, and side dishes. This is the ideal time for suggestive selling to enhance the guest's dining experience. 5. Repeating the Order o After the guest has given their order, repeat it back to them to ensure everything is correct. This helps avoid mistakes and shows attention to detail.  6. Recording the Order Accurately o Use an order pad or point-of-sale (POS) system to record the order accurately. o Make sure to include any special requests, preferences, or modifications clearly to avoid errors in the kitchen. 7. Offering Additional Services o Ask if the guest would like to add anything else to their order, such as drinks, desserts, or side dishes. This is where upselling and cross-selling techniques can be applied. 8. Thanking the Guest o After taking the order, thank the guest and let them know that their food will be served shortly. Ensure the guest feels valued and attended to. A. Sales Techniques in Order Taking 1. Suggestive Selling  Definition: Suggestive selling is a sales technique where the server recommends items to the guest based on their order or preferences. It helps enhance the dining experience by suggesting complementary items that the guest may not have considered.  Examples of Suggestive Selling: o Recommending a side dish with a main course (e.g., "Would you like a side of mashed potatoes with your steak?"). o Suggesting beverages that pair well with the meal (e.g., "How about a glass of red wine with your pasta?"). o Offering desserts or after-meal beverages (e.g., "Would you like to try our signature chocolate mousse for dessert?"). Benefits of Suggestive Selling:  Enhances the guest experience by offering a complete meal.  Increases revenue by encouraging the guest to order additional items.  Creates a better rapport with guests through personalized recommendations. 2. Upselling  Definition: Upselling is the technique of encouraging a guest to purchase a higher-priced item or upgrade their existing choice. It is about adding value to the guest’s order by offering them premium options.  Examples of Upselling: o Suggesting a premium wine instead of the house wine (e.g., "May I suggest trying the reserve label, which pairs perfectly with your steak?"). o Offering larger portion sizes (e.g., "Would you like to upgrade to the 12 oz steak instead of the 8 oz?").  o Recommending an upgraded experience (e.g., "We have a chef's special that includes a three-course meal for a slightly higher price."). Benefits of Upselling:  Increases the restaurant’s revenue by offering premium products.  Enhances the guest’s experience by offering superior quality options.  Builds trust and credibility if done appropriately by catering to the guest’s needs. 3. Cross-selling  Definition: Cross-selling is the technique of recommending additional items that complement the guest’s order. This focuses on related or complementary products that can enhance the overall dining experience.  Examples of Cross-selling: o Recommending a cocktail or mocktail along with the appetizer. o Suggesting an additional course, such as a soup or salad, to go along with the main course. o Offering a dessert with coffee or tea (e.g., "Would you like a cup of coffee to go with your dessert?"). Benefits of Cross-selling:  Helps guests discover more offerings from the menu.  Increases the average bill amount.  Improves guest satisfaction by ensuring they have a well-rounded dining experience. 4.2 KOT/ BOT - FORMAT, TYPES & THEIR USES; COMPUTERIZED KOT SYSTEM KOT is a written document which is given to the kitchen in exchange of any dish or any item picked up from the kitchen. BOT is a written document similar to the KOT which is given to the bar in exchange of any beverages from the bar. IMPORTANCE 1. Establishes appropriate co-ordination between the kitchen & service personnel. 2. Helps to avoid chaos or confusion at the food pick up counter. 3. It establishes accountability. 4. Facilitates proper control system. 5. Helps to raise a bill for settlement 6. A post analyses will give an exact idea about the high selling and non-selling dishes on a menu card.  SAMPLE OF KOT TYPES OF KOT 1. SUIVANT KOT or EN SUIT KOT This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “SUIVANT KOT” or “EN SUIT KOT” which means the “following” depicting that one KOT has already been issued for the same table number & the same guests. This KOT is made when an order is too long to accommodate on one KOT slip and another KOT has to be made. Also when the sweet or coffee is ordered after the main course and a 2nd KOT has to be raised for the same table. 2. SUPPLIMENT KOT In case when the accompaniment served with the main course or a side dish is not sufficient, and another portion is ordered by the guest for which the guest will not be charged, here a SUPPLIMENT KOT is raised. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “SUPPLIMENT KOT”. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned. 3. RETOUR (return) or EN PLACE KOT In situations when a wrong dish has been already ordered and has to be returned from the table to the kitchen for replacement, this KOT is raised. Also this KOT is raised when a certain dish is returned by the guest because it is spoilt or it’s not up to the mark and the guest has ordered for a new dish or rectification of the same. This KOT also is made on the same KOT slip/ KOT pad however the names of two dishes and in between the word “RETOUR (return) or EN PLACE KOT” is mentioned. 1st the name of the new dish is mentioned and then the name of the dish returned. In case of service being carried out from an a la carte menu the prices have to be mentioned, normally the dish which is priced lesser is charged. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned. 4. NO CHARGE KOT or HOUSE SLIP In preparation of many dishes the kitchen makes use of alcoholic beverages like wine, rum, brandy etc. In situations when such dishes are ordered by the guest, the steward has to bring the required amount of alcohol from the bar where this KOT is raised for the BAR other than the normal KOT which is raised for the order given by the guest. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “NO CHARGE KOT or HOUSE SLIP”. It has to be counter signed by the manager in-charge and the Reference KOT (previous KOT) number has to be mentioned. 5. COMPLIMENTARY KOT This KOT is raised when a complimentary portion of food is to be served either to an upset guest to maintain the goodwill or for business promotion. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “COMPLIMENTARY KOT”. It has to be counter signed by the manager in-charge and the reason has to be mentioned. 6. ADMINISTRATIVE & GENERAL KOT This KOT is raised for the top executives of the hotel or the managers who are authorized or given allowance to dine in the restaurant or order from the restaurant. This KOT also is made on the same KOT slip/ KOT pad however across KOT one needs to mention the word “ADMINISTRATIVE & GENERAL KOT” for identification. It has to be counter signed by the manager in-charge and also by the recipient of the order. 7. ACCIDENT KOT In situations where there is an accident and the dish gets spoilt or partially damaged this KOT is raised for the same dish (freshly prepared) for the kitchen. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “ACCIDENT KOT”. It has to be counter signed by the manager in-charge and the reason has to be mentioned. The analysis will be done and the concerned person will be penalized 8. DUPLICATE KOT If all the copies of the KOT get misplaced, a duplicate KOT has to be raised with the same information or order. This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word “DUPLICATE KOT”. It has to be counter signed by the manager in-charge and the reference KOT number has to be written. DUPLICATE KOT CHECKING SYSTEM (This kind of checking method is used in small hotels, Cafés, and popular restaurants. As the name implies the KOT book has 2 copies. The first copy is sent to the kitchen on the basis of which the order is prepared. When the waiter picks up the order, the first copy is dropped in to the control box for auditing by the control department. The waiter retains the second copy as a means of reference during the service. When guest requests for the billing, the waiter or cashier sum up all the rates on the 2 nd copy of KOT and presents the same to the guest as the bill. In a few organizations, the copy has four to five perforated slips. The waiter writes down the food order course wise on different perforated slips. As and when each course is required that particular slip is torn off and given at the hot plate. Every slip has a waiter number, table number, serial number and date. When the food is ready, the Aboyer keeps the particular slip along with the food to avoid confusion.) This order taking tool suits places with a limited range of menu, a family restaurant or a fast food establishment with a quick. It is generally used when a table d’ hote menu is in operation and sometimes a very limited a la carte menu. As the name suggests there are two copies of each of this food checks, each set being serial numbered. A check pad or bill pad as it sometimes termed, usually contains a set of 50-100 food checks. The top copy of the food check is usually carbon backed, but if not then a sheet of carbon must be placed between the top and duplicate copy every time a fresh order is taken. The order from the guest is taken on this kot /food check which is in duplicate and distributed as follows Top copy (ORIGINAL COPY): kitchen 1st copy (BILL BOOK): cashier/ steward TRIPLICATE KOT SYSTEM TOP COPY (ORIGINAL COPY): KITCHEN MIDDLE COPY (1ST COPY): CASHIER LAST COPY/ BOOK COPY (2ND COPY): STEWARD/ (REFERENCE COPY) COMPUTERIZED KOT SYSTEM The Computerized KOT System is a modern method of managing kitchen orders in restaurants, replacing the traditional paper-based Kitchen Order Tickets (KOT). It involves using a Point of Sale (POS) system or specialized software to manage and communicate orders between the service staff and the kitchen. How the Computerized KOT System Works: 1. Order Entry: When the server takes an order from the guest, they input the details directly into the POS system. The system captures all the relevant information, including table number, items ordered, quantity, and special instructions. 2. Instant Printing in the Kitchen: Once the order is entered, the KOT is immediately sent to the kitchen printer or displayed on a kitchen display screen. This ensures that the kitchen staff receives the order instantly, reducing delays and human error. 3. Tracking and Modifications: The system allows for real-time tracking of orders. If there are any modifications or cancellations to an order, the system updates the kitchen immediately, preventing mistakes and ensuring efficient communication. 4. Billing Integration: The computerized KOT is automatically linked to the billing system. When it’s time for the  guest to pay, the KOT details are seamlessly transferred to generate the final bill, minimizing the chances of billing errors. 4.3 STYLES & SEQUENCE OF SERVICE & TABLE CLEARING PROCEDURE (PRE-PLATED & PLATTER TO PLATE SERVICE) SEQUENCE OF SERVICE  Handling Reservation & Allocation of tables  Welcoming a guest  Seating the guest  Pouring water  Order taking  Service of Food and Beverage orders  Clearance  Crumbing  Dessert order/ Tea Coffee Order  Presenting check  Farewell Courtesy is one of the most essential aspects of restaurant service, so is a degree of formality, especially in up market operations. Efforts must be made to ensure a relaxed and welcoming atmosphere with a warm, friendly and efficient service provided with politeness. Sequence of service is referred to as the order in which a waiter provides service to guests from the time the guest enters the restaurant to the time he leaves the restaurant. Preparation to deliver satisfied service begins before the guest steps into the restaurant with activities like Ménage, handling reservation, allocation of table. Once the guest arrives in the restaurant there is a certain sequence that is followed to make his/ her meal experience pleasant. HANDLING RESERVATION & ALLOCATION OF TABLES Reservations are accepted in fine dining or specialty restaurants; coffee shop does not accept reservations. Following points must be noted down while taking down a reservation  Name of the guest  No. of pax (GUEST)  Time of reservation  Contact number and name of the booker  Any special request/ requirement/ table preference. Reservations of the day are discussed during briefing prior to meal period; allocation of the tables is done at this time. Allocation of table is done prior to arrival of the guest and a note of the same is made on the reservation register, so that  The guests can be seated on appropriate table, as per request or occasion.  All restaurant staff is aware of the same, thereby eliminating confusion and ensuring smooth and professional welcome.  Ensuring optimum seating levels in the restaurant. WELCOMING A GUEST However the restaurant staff may seek spontaneity and friendliness, certain rituals are a must while welcoming a guest to the restaurant.  As the guest enters a restaurant, he/ she must be greeted cordially and must be made to feel comfortable. Usually this task is performed by the hostess of the restaurant, however, is not just restricted to her. It is for each and every restaurant staff to see to it that the guest is greeted within 30 seconds of arriving in the restaurant.  Guest must be greeted with a clear and affable tone of voice, good appearance and a smile.  Every guest must be welcomed with the greeting of the day, i.e. Good Morning/ Good afternoon/ Good Evening. If the guest is regular then must be greeted with name, i.e. ‘Good morning Mr. Singh’. Greeting phrases differ from restaurant to restaurant. In ethnic restaurants, guest is greeted in the national/ regional greeting. At FHM i.e. ‘Good morning/afternoon/Evening Mr. /Mrs./Ms.............Welcome to The Restaurant’  In case the restaurant staff is busy serving other guests, they must ensure that even though they may not be physically free to welcome guest, they must acknowledge their presence by a smile or a gesture to say  At FHM i.e “We will be with you in a minute” -- Never ignore the guests.  Find out if the guest has a reservation. o If yes, then escort them to their table and address them by their name, should they not be satisfied with the table then offer alternatives. o If no, then ask them for their preference of table and escort them to the table.  Guest should be led to their table, if there is a gesture towards the table, then it must be done with open palm facing upwards rather than pointing a finger on to the table. SEATING THE GUEST  It is guests’ prerogative to choose where they want to sit or where their host would like them to sit.  Ladies must be seated first. o Seating the guest on a chair  Stand straight 9-12” behind the guests’ chair.  Bring the right foot forward, with the knee touching the wooden skirting of the seat in the middle.  Hold the chair from both the hands from the sides of the back.  Lift the chair about 1’’ from behind and pull it back, ensuring that there is adequate space for the guests to go between the table and chair.  When the guest proceeds to sit down, move the chair slowly towards the guest, till it is comfortable for the guest and rest the chair of the floor.  It must be ensured that the chair is not dragged. Seating the guest on a sofa  If the space is not sufficient for the guests to move in, move the table outside and place it back in position as soon as the guests have sit down.  If the table is heavy then the waiter must ask for assistance from his colleagues, under no circumstances the guests’ help should be sought. Don’ts while seating a guest 1. Seat gents before ladies. 2. Rapid movement of chair. 3. Incorrect handling of chair. 4. Ordering guests where to sit. 5. Show irritation due to indecisiveness of guests, as to where to sit.  If there are empty chairs on the table, the guests are asked if they are going to be joined by more people. If not then extra covers are removed.  Once the guests are seated, napkin must be unfolded from the left hand side and places on guests’ lap without touching the guest and ensuring that the arm is away from the guests’ face. POURING WATER As soon as the guests are seated, waiter must asked for their preference of water (regular, mineral, aerated, spring water) and offer a beverage list. “Should I get a bottle of still or sparkling water?” While pouring water following points must be kept in mind: Regular water poured from a water jug  Jug should be clean with sufficient water for number of people on the table.  Should be cold and room temperature as per guest’s requirement.   Should be carried on an underliner or with a waiters’ cloth neatly folded to ensure that the condensed water does not drip on the table.  Water must be served from right hand side, ladies must be served first.  Glasses must only be refilled when they are two-thirds empty  Mineral water poured from the bottle  Seal must be opened in front of the guest.  Should be carried in a cane basket and after pouring can be placed back on the table.  However, must be ensured that the service of water is done by the staff and not be the guests themselves.  Guests must be checked with, before opening a new bottle.  ORDER TAKING  Beverage card must be presented to take drink order prior to presenting food menu.  Unless the food has been pre-ordered, as soon as the guests are seated, they must be presented with the menu card. Presenting a menu card  Present individual menu cards to the guests.  Menu card must be presented from the right hand side, open to the first page.  Give 5-7 minutes to the guests to go through the menu.  Check with the guests if they are ready to place the order, by inquiring At FHM i.e “ May I take your order Sir/ Madam” or “ Hope you ready to place your order Sir/ Madam”?  Stand straight at a position where it is convenient to talk to the guests.  Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘up selling’ techniques.  Take down the order systematically on KOT (Kitchen Order Ticket)  After taking order, repeat the order.  Take menu card back from the guests and put it back in place.  Inform the guests of the approximate time it would take to serve the food. SERVICE OF FOOD AND BEVERAGE ORDERS  Beverages are served first. Always serve beverages from the right of the guest.  While the guests are waiting for their meal, bread and butter must be served immediately.  Waiting staff must ensure that the same is replenished as soon as it is over. The guest should not have to ask for it.  Before serving the food the waiters must ensure that the cover is appropriate, should it need to be changed then it must be done before the food comes to the table. This must be done discreetly, ensuring minimum intrusion and disturbance to guest and with minimum cluttering.  Food order must be announced before the service.  Sequence of serving guest is as following:  o Guest of honour is served first. o A lady in the party takes precedence over the male guest of honour. o Ladies must be served before Gentlemen. o Older people are served before younger ones. o Host must be served last.  Service of food: o Pre-plated service of food must be from the right hand side. Once the food is placed the covers must be adjusted if the tableware is disturbed. o Platter to plate or silver service must be from the left hand side.  Service of each course should be coordinated in a manner that the guests do not have to wait for a long time between the courses.  Guest must be asked whether the food is up to their expectation. It must not happen that in enthusiasm, 3-4 people go to guest to ask if ‘everything is alright’! This may irritate the guest and may be an intrusion in his privacy.  Water and other food items must be served/ replenished as soon as it is over.  Before removing anything from the tale, seek guest’s permission. CLEARANCE  Used plates are cleared from the right hand side.  Plates are cleared after all the guests on the table have finished their meal. Indication for closing the meal is done by placing knife and fork together across the plate.  Clearance is done by right hand and collected on the left hand, by the ‘first plate’ technique.  Ensure that all the dishes are cleared from the table. Ensure that that cruet set, butter dish, bread boat, cutlery unused by guest is removed from the table.  Do not remove bud vase ashtray and glasses from the table. All dirties should be taken for dish washing except cruet set, which must be left on the side station. CRUMBING  Crumbing is done to remove spills or crumbs on the table after a course or after the main course, prior to dessert being served.  Carried out by a crumbing spade, crumbing brush or on a B&B plate with a waiters’ cloth and a B&B knife to pick up gravies that might have fallen on the tablecloth.  Begin crumbing from the left hand side, holding plate on left hand just under the tabletop; gently sweep the crumbs on to the plate.  Open the dessertspoon and dessert fork.  Bad stains can be covered with a clean white napkin. Dessert order/ Tea Coffee ORDER  Similar procedure as order taking  A waiter can take the opportunity to suggest Liqueurs or and other digestive as this time. Presenting CHECK  Checks must be presented only when asked.  Waiter must bring the check in a neat and tidy folder.  Guest comment card should be in the folder.  A pen must be given along with the check folder.  When the guest is leaving the folder must be removed very discreetly. FAREWELL  This is as crucial as welcoming the guest.  Guest must be helped in getting up by pulling out the chair for them. Should be assisted with coats/ shawls.  Must be thanked.  Must be welcomed again….. At AIHM i.e.” Look forward to welcoming you back to the restaurant “or “We hope that you visit us soon” CLEARING AND RE-SETTING TABLES when clearing a table, have a tray with you for entire removal of all items. Take care not to put your fingers inside of glasses, used or clean. When wiping the table down, brush excess and large crumbs into your hand or onto a plate or napkin so they aren’t just thrown onto the floor for clean-up at the end of the shift. Move salt and pepper shakers and sugar container and any other items off to the side while you clean the entire table. Brush off chairs and booths so guests do not have to brush crumbs off their seats before sitting down. If using a large tray, come prepared with as much as possible for the clean set-up of the table. The set up of all tables should be the same. If you have room on your tray after you are finished with the set-up, take a quick look around and make sure there aren’t any other dishes from any other tables that you can pick up. Cover your tray of dirty dishes with a napkin before taking back to service area. There will be times when it is necessary to replace silverware or dishes between courses. Servers should communicate with you as to what they need you to do for them. There are a few basics to handling dishes, glassware and silverware, whether clean or dirty. 1. When handling glassware of any type, always handle them by the stem or base section of the glass or cup. Guests don’t know how clean your hands may or may not be. It doesn’t matter if the glasses are clean or dirty; do not get into the habit of grabbing glassware by the rims or sticking your fingers into several glasses at once to more quickly bus a table. It is a completely unsanitary practice and horrifying to guests who witness you doing so! 2. Plates of food should be served with your fingers splayed under the plate to balance, while your thumb is at the very outermost rim of the plate to avoid touching people’s food. A service napkin may also be used to deliver a plate of food. 3. Silverware should only be handled by the handle, never the end that is put into the mouth. 4. The clearing of dishes and glasses should be done from the right of the guest, using your right hand to avoid awkwardness. As when you serve food, you should clear dishes for everyone at the same time. When it’s clear that everyone is finished, begin by asking the host or someone else’s permission to take things away. Examples:  “May I take these away for you?”  “May I take your plate?” Avoid slang terms and phrases, such as:  “All finished?”  “Still work-in’ on that?” Asking permission is polite. Saying other things can be offensive, especially if someone isn’t finished eating and you attempt to take away his/her plate. Never make a guest feel uncomfortable. The safest way to do that is to always ask permission to remove dishes and be reasonably sure a guest is finished eating. Take plates and other items from the right of the guests. Anything that will no longer be needed should be cleared, including entrée plates, bread plates, silverware and glassware. The only things that should be left are those items still being used, such as coffee cups, spoons for coffee, wine and water glasses. If wine glasses are empty and there is no more wine to be drunk, remove them. Understand the proper etiquette that the servers follow and do the same. We want our guests to feel as if the entire staff is there for the sake of their hospitality and comfort, and you are! WAITERS SERVING AND CLEARING TABLES In a formal restaurant, there is a strict rule for how waiters and waitresses serve the food and then clear the tables. It's good to be aware of how these things happen. First, the primary duty of a waiter or waitress is to be helpful, invisible and always present. As you can imagine, that can be a really rough thing to do! It is your duty as a patron to make it easy for the waiter / waitress to know when you are ready for another drink, when you are done with a plate. If you keep playing with your food, how should the waitress know to come and remove that plate? First, the place should always be set when you sit down - that way the waiter / waitress does not need to bother you at all with moving around in front of you. They should bring you drinks quickly, and be available but not pushy in taking your order. It is up to you to choose what you want at whatever speed it takes you. It is politeness to serve everybody at once. That means if someone orders a dish that takes a long time, everyone will wait until it is ready. You can't blame a waiter for this - this is proper etiquette. Once everything at that course level is ready, they should be brought out simultaneously. That means if a number of people ordered appetizers, they are all brought out together so that nobody is left "waiting for food" while others are eating. The dishes should be served from each guest's right side. The ancient theory here is that guests would carry their swords on their left side, so that the guest could always "face any danger" posed. It was least threatening for a waiter to be on the right. There are two theories on then removing the plates. One is that it is polite not to interrupt the party at all until everyone is done eating. At that point, all plates should be removed - again from the diners' right hand side - simultaneously. Another theory says that some people eat slowly, while others eat quickly. Those who ate quickly don't mind sitting and talking, but they dislike staring at cold food remnants on their plate during that time. So in that sense, some restaurants remove those done plates as soon as they are done, to be polite to the early diners. There are of course proponents of both theories. Finally, while a waiter should present a bill early so you can leave immediately if you wish to, the waiter should never press you to pay immediately. You can sit and talk if you wish. The waiter should both be ready to take payment if you are ready to pay - or be ready to offer refills if your aim is to sit and chat. While I usually find waiters that are happy to be patient, I also find waiters that suddenly forget to refill water glasses, ask about seconds on coffee or even ask about dessert once that final bill is brought. As long as you are in the restaurant, you are a patron, and potentially could still be hungry or thirsty. It is the waiter's job to be around in case you want to call him over for a change or addition to your bill. 4.4 BILLING (TYPES OF BILLS), MODES OF PAYMENT & CASH HANDLING; GUEST FEEDBACK & BIDDING FAREWELL. BILL FORMAT In the restaurants, when the guest request for the bill, the waiter collects it from the cashier and checks it whether all items are entered and priced correctly. It is always advisable for the waiter to double check the addition. Then the bill is presented to the guest in a bill folder. Many types of billing methods are used in foods service operations. The type of method used depends on style and volume of business. They are explained as follows; BILL AS CHECK: in a duplicate checking system, the second copy of the food check is used as a bill.When the guest requests for the bill, the waiter or cashier sums up all the rates on the second copy of the KOT and presents the same to the guest. This method is used in small hotels, café, and popular restaurants. SEPARATE BILLS: The bill is made for the second copy of the food check. The second is given to the cashier. Based on that, the cashier prepares a bill that has two copies. The top copy of the bill is presented to the guest. On receiving payment to the guest, the bill is stamped ‘paid’ and is returned to the guest. The second copy is retained to the cashier and attached to the second copy of KOT to submit it along with sale summery to the food and beverage controls department. PRE-PAID: The customer purchases tickets or coupons in advance, either for specific meal or specific value. For example food service operations organizing theme food festivals, fashion shows, and New Year’s Eve program sell admission tickets in advance at fixed price. Admission in to the venue and service of food and beverages is based on tickets or coupons. NO-CHARGE: in this system, the guest is not charged for receiving the goods or services. The guest is asked only to sign the bill as acceptance of service received, and the particular amount is posted to the house. DEFERRED: This type of system is used in catering function. In this, a service has been requested by an individual, firm, or company, which has been confirmed and taken place. Upon the conclusion of event, the bill is prepared or the services rendered and are sent to the company or organization person. CASH HANDLING Cash handling describes the different ways you can receive payment for services and goods provided. It can be by cash, cheque, credit cards, bank transfers, traveler’s cheques and money orders. ELECTRONIC CASH REGISTER An electronic cash register is a mechanical device used to calculating and recording sales transactions. It usually prints a receipt for the customer. It has an attached drawer for storing cash. The cash drawer can be opened after a sale, except when special keys, which only senior employees have. This reduces the risk of cash pilferage. ECR- ADVANTAGES 1. Price customers’ checks through pre-sets or price look-ups. 2. Print checks, including the printing of previously entered items. 3. Have an additional special key so that the pre- set price can be changed during promotional period. E.g. “happy hour in a bar.” 4. Produce sales analysis by type of product at any hour of transaction. 5. Enable analysis of sales per waiter per hour or per shift period. 6. Analyses sales by method of payment- cash, cheque, type of credit card, etc. 7. Automatic calculations – taxes, service charge, cover charge, etc. 8. Provide limited stock control. 9. Provide waiter checking-in and checking out facility 10. Operator training can be provided without disrupting transaction operation or corruption of information already in the ECR. 11. Restrict access to the ECR and the till drawer by the key or code for each operator. 12. The customer can view the price charged through “turret display”. This is advantageous in self- service counter and fast food outlet operations. 13. Eliminates the need for cashier. Each waiter becomes responsible for collecting the payment and paying in the exact amount as recorded by the ECR at end of each shift. ECR-DISADVANTAGES/CONSTRAINTS/CONSIDERATIONS 1. Suitability – type of operation 2. Cost – in comparing with other products. 3. Model- up-to date or old. 4. Training to be provided to operate. 5. ECR be linked with other ECRs as a part of network. 6. Maintenance – level/cost/frequency. 7. Safeguards – memory loss when power failure. 8. Restriction of access to commands, re-setting, disclosure of information to any other than authorized persons. 9. Ability to function when near to any other powerful electrical equipment. 10. Ability to restrain entry of moisture/dust/foreign particles that can interfere with the operation of the keys. POINT –OF-SALE (POS) TERMINAL Point-of –sale systems are computerized system incorporating registers, computers and peripheral equipments, usually on a computer network. These systems keep track of sale &can generate records used in accounting and book keeping. POS registers are connected to touch screen monitors, magnetic strip readers, bar code terminals, etc. the data is fed to various terminals and it can be accessed in various output units. This system integrates the data and reduces the manual work. For example- if a bill is made in the restaurant, it will be automatically posted in the guest bill, if a KOT is made it can be displayed in the kitchen or can be printed in the kitchen. These systems can also generate reports required by various departments at any given point of time, can control reservations, guest history, guest registration ,sale summary sheet etc. MODE OF PAYMENTS A payment is the transfer of an item of value from one party (such as a person or company) to another in exchange for the provision of goods, services or both, or to fulfill a legal obligation. The simplest and oldest form of payment is barter, the exchange of one good or service for another. In the modern world, common means of payment by an individual include money, cheque, debit, credit, or bank transfer, and in trade such payments are frequently preceded by an invoice or result in a receipt. However, there are no arbitrary limits on the form a payment can take and thus in complex transactions between businesses, payments may take the form of stock or other more complicated arrangements. OR There are various methods of making payments for the consumed food and beverage services. Some of the most popular methods are; CASH The payment received in cash should always be checked in front of the guest and at the same time when change is given then it should be counted back to customer. In this method complete payment is made in cash and therefore the currency notes should be checked for their authenticity and proper shape. CREDIT CARDS If the payment is made by credit card, the first step is to check its validity. Then a voucher is made out and filled in with the required details. The customer is then requested to sign the voucher after which the operator should check and match the signature with that on the credit card. The customer copy should be given to the guest. The validity of the credit card is checked by passing it through the electronic machine after which the details of the credit card are printed on the form of itemized bill which the customer then signs. (One copy of this itemized bill is given to the customer for his record) DEBIT CARDS The use is similar to the above, but the amount used is immediately deducted from the customer’s account. CHEQUES When accepted cheques, the cashier should check the following information;  Correct date  Filled amount (correct/incorrect)  Signed by the person indicates on the cheque   Match the signature of cheque card.  NOTE: cheque should always be accompanied by the cheque card. TRAVELLER’S CHEQUE These may be issued by the travel agent (if travel agencies and hotels have tie up or any type of contract). The traveler’s cheque must be signed once when issued and again when to pay. PAYMENT METHODS PRINT THE BILL / CHECK FOR PRESENTING TO THE GUEST: 1. Print the guest check from the POS machine on a ‘Slip Printer’ / ‘Roll Printer’. 2. Place the check on the bill folder. 3. Place a pen along with the bill. 4. Present the bill to the guest / host. SETTLEMENT OF BY CASH: 1. Cash settlements may vary among restaurant / hotel policy. 2. If the guest wants to settle by foreign currency then request the guest to exchange the currency with the front desk cashier. (Depending upon the hotel and local government policy) 3. Present change in the folder. 4. Do not claim the tip until guest leave. 5. If the guest leaves while you are settling the bill then, the change is your tip. SETTLEMENT BY CREDIT CARD: 1. Swipe the Card on the EDC machine. 2. Enter the amount on the EDC machine. 3. Verify the amount entered with the amount on the bill. Confirm the settlement. 4. Take print out and get signature on the merchant copy from the guest along with the check copy. 5. Return the credit card along with the guest’s copy of the credit card slip / voucher. 6. If guest adds a tip on the Credit card slip then adjust the same on the EDC machine and take a new printout. 7. If the credit card is declined / expired then politely ask the guest for another card or form of payment. If necessary ask the guest to step away from his or her group so that he or she will not be embarrassed. SETTLEMENT TO IN HOUSE ROOMS: 1. Request the guest to write their name and room number on the printed check and sign them. 2. Do a room enquiry on the POS machine with the details mentioned on the bill by guest. 3. Try searching by room number first if not found then try again by searching by the last name of the guest. 4. If details matched with those given on the bill then settle the bill on to that room. 5. If the details don’t match then, ask the guest to present the room key as identification. 6. If the POS enquiry fails with the given details, then crosscheck with the front desk team with the guest details. And check if the guest is entitled for a credit on the restaurants. 7. Nowadays on the PMS there are features to block all POS settlements, This will restrict any POS settlements from restaurants to the guest room account, So these guests has to pay their bill directly at the restaurants by other payment methods. SETTLEMENT TO COMPANY OR CITY LEDGER: 1. Ask the guest to write down the Company name on the bill, some companies have credit with the hotel. These are called city Ledgers. If the guest is aware of the unique City Ledger number then ask for the same. 2. Ask guest to sign on all the checks. 3. Give the receipt showing the charges. 4. Make the settlement to City Ledger and close the Table on POS. SETTLEMENT AGAINST COUPONS, VOUCHERS AND GIFT CERTIFICATES: 1. Read the coupon carefully to determine if it is a valid or expired one. 2. Find out what all charges are covered. 3. Don’t give any cash as change for gift certificates and coupons. 4. If the coupon amount doesn’t cover the total food bill then collect the balance amount by other method of payments. 5. Keep the coupon safely on the cash box / folder. Treat them as cash. GUEST BILL SETTLEMENT TYPE DIAGRAM GUEST FEEDBACK AND BID FAREWELL Guest Feedback Guest feedback is a crucial element in the hospitality industry, as it provides insights into the guest's experience, satisfaction, and areas for improvement. It is typically collected through comment cards, online surveys, verbal communication, or review platforms. Importance of Guest Feedback: 1. Improvement: Feedback helps the restaurant or hotel understand where improvements are needed, such as service quality, food, ambiance, or cleanliness. 2. Customer Satisfaction: Regular feedback allows management to gauge overall customer satisfaction, ensuring that guest expectations are being met. 3. Retention: Addressing feedback promptly can lead to higher guest retention by showing that their opinions are valued. 4. Reputation Management: Positive feedback boosts the establishment's reputation, while constructive criticism helps correct issues before they impact future business. 5. Innovation: Feedback can provide new ideas for innovation in services, menu offerings, or amenities. To encourage valuable feedback, staff should politely request guests to share their thoughts before they leave or through follow-up communication such as emails. Bid Farewell Bidding farewell is the final touchpoint in the guest’s dining or stay experience. A warm, personalized goodbye can leave a lasting positive impression, making the guest feel valued and appreciated. Key Points for a Good Farewell: 1. Personalized Goodbye: Address guests by their name and thank them for choosing the establishment. For example, "Thank you for dining with us, Mr. Gupta. We hope to see you again soon!" 2. Positive Reminder: Reinforce a memorable aspect of their visit, such as a dish they enjoyed or an event they attended, which makes the farewell feel genuine. 3. Invitation to Return: Encourage guests to come back by inviting them for future visits, special events, or promotions. 4. Assistance and Final Service: Offer assistance with coats, valet service, or transportation if applicable. 5. Feedback Invitation: Politely request guests to share feedback on their experience before they leave or online. Example: "Thank you for dining with us, Mr. Sharma. We hope you enjoyed your evening, and we look forward to welcoming you back soon. Safe travels!" A thoughtful farewell ensures that the guest leaves with a positive impression, increasing the likelihood of repeat business and positive reviews. 4.5 HANDLING VARIOUS CUSTOMER SITUATIONS Handling Various Customer Situations in Food & Beverage Service In the food and beverage service industry, handling customer situations effectively is key to delivering excellent service, ensuring customer satisfaction, and maintaining a positive reputation. Customer interactions may vary from positive feedback to complaints, special requests, or unexpected issues. Here’s a detailed guide on how to handle different customer situations: 1. Handling Complaints Complaints are inevitable in any service industry, and how they are handled can turn a negative experience into a positive one. Common complaints include delayed service, wrong orders, poor food quality, or unsatisfactory service. Steps to Handle Complaints:  Listen Actively: Let the guest express their concerns fully without interruption. This shows respect and empathy.  Acknowledge the Issue: Apologize sincerely and acknowledge the problem. For example, “I’m really sorry that your steak was overcooked.”  Act Quickly: Resolve the issue as fast as possible, whether it involves replacing the dish, correcting the bill, or providing a complimentary item.  Follow Up: Once the issue is resolved, check back with the guest to ensure they are satisfied with the solution.  Document the Incident: For serious issues, it’s important to document the complaint for future reference and continuous improvement. Example: If a guest complains about slow service, you might say: “I sincerely apologize for the delay in your meal. I’ll speak to the kitchen right away and make sure your order is prioritized. Please allow us to offer you a complimentary drink while you wait.” 2. Handling Special Requests Guests may have special requests due to dietary restrictions, allergies, preferences, or personal celebrations. It's important to accommodate these requests whenever possible to enhance the guest’s dining experience. Steps to Handle Special Requests:   Understand the Request: Listen carefully to the guest’s request and clarify any details to avoid misunderstanding.  Communicate Clearly with the Kitchen: Ensure that the kitchen staff is fully aware of the request, especially in cases involving allergies or special dietary needs.  Offer Alternatives: If the request cannot be met exactly as specified, offer suitable alternatives that still meet the guest’s expectations.  Follow Through: Ensure the request is fulfilled and check in with the guest to confirm they are satisfied. Example: A guest might request a gluten-free option, and you could say: “Of course, we can prepare the pasta with gluten-free alternatives. I’ll let the kitchen know and ensure everything is prepared to your satisfaction.” 3. Handling Difficult Guests Some guests may exhibit challenging behavior, such as being rude, overly demanding, or frustrated. In these situations, maintaining professionalism and composure is critical. Steps to Handle Difficult Guests:  Stay calm and Professional: Never match the guest’s negative tone. Remain calm and courteous no matter the situation.  Empathize and Apologize: Show empathy by acknowledging the guest’s frustration and apologize if needed.  Provide Solutions: Focus on solving the issue by offering practical solutions. If the guest is unhappy with a particular dish or service, offer alternatives or compensations.  Know When to Involve Management: If the situation escalates or the guest is threatening, calmly inform the manager or supervisor for further handling. Example: If a guest is complaining loudly about the seating arrangement, you might say: “I understand that this table isn’t to your liking, and I sincerely apologize. We’ll do our best to find another table that suits your preferences as soon as possible.” 4. Handling Large Groups Serving large groups can be more complex due to the volume of orders and the need for quick, coordinated service. Ensuring smooth service requires teamwork and attention to detail. Steps to Handle Large Groups:  Advance Preparation: For reservations with large groups, confirm details ahead of time such as menu preferences, seating arrangements, and special requests.   Assign a Dedicated Team: Designate specific servers for the group to ensure consistent and attentive service.  Coordinate Timing: Ensure that food and drinks are served in a timely and organized manner, avoiding long delays.  Handle Split Bills: If the group wants separate checks, clarify how they would like to divide the bill and prepare accordingly to avoid confusion. Example: For a large group, you might say: “Welcome, everyone! I’ll be your main server for the evening, and I’ll have two additional team members helping me. Can I start by offering some drink suggestions for the table?” 5. Handling VIP Guests VIP guests expect a higher level of personalized service. Whether it’s a regular high-spending customer, a celebrity, or someone celebrating a special occasion, VIP treatment requires attention to detail and ensuring that every aspect of their experience is flawless. Steps to Handle VIP Guests:  Personalized Greeting: Address the guest by their name and give them a warm, personalized welcome.  Attention to Preferences: If the guest has visited before, note their preferences and ensure those are met without them having to ask.  Priority Service: Make sure that the VIP’s needs are prioritized, including faster service, complimentary items, or upgraded seating arrangements.  Exclusive Offers: Consider offering special items or personalized touches, such as a complimentary dessert or chef’s special. Example: “Good evening, Mr. Mehta. Welcome back to Sutra. We have your favorite table ready, and the chef has prepared a special dessert just for you this evening.” 6. Handling Late Arrivals Sometimes guests arrive late for their reservation or after the kitchen is about to close. Handling this situation tactfully is important to avoid disappointing the guest while also managing operational constraints. Steps to Handle Late Arrivals:  Welcome Them Warmly: Even if the guest is late, greet them politely and don’t make them feel rushed.  Communicate Kitchen Hours: Politely inform them if the kitchen is closing soon, but offer to serve whatever is available.  Suggest Alternatives: If full service cannot be provided, offer light snacks or drinks to accommodate them. Example: “I understand that you’re running a bit late, but unfortunately, our kitchen is closing in 10 minutes. However, we can still offer a selection of light appetizers or drinks if you’d like.” 7. Handling Unavailable Menu Items At times, certain menu items may run out or be unavailable. This can be frustrating for guests who have set their expectations on a particular dish. Steps to Handle Unavailable Menu Items:  Apologize Sincerely: Express your regret that the dish is unavailable, showing understanding of the guest’s disappointment.  Suggest Alternatives: Recommend similar items on the menu or ask the chef for special options.  Offer Compensation: In some cases, offering a small complimentary item, such as a free drink or dessert, can ease the disappointment. Example: “I’m really sorry, but we’re currently out of the salmon dish you were interested in. May I suggest the grilled sea bass instead? It’s prepared in a similar way and is one of our specialties.” COMMON COMPLAINTS RELATED WITH FOOD & BEVERAGE Complaint Action to Take Example Response Late Food Apologize, explain the delay, offer "I’m really sorry for the delay. alternatives (drinks, appetizers), keep the Your meal is on its way. Would guest informed, offer compensation if you like a drink on the house necessary. while you wait?" Cold Food Apologize, offer to replace or reheat the "I’m sorry about the cold food. food, ensure prompt delivery of the I’ll have it replaced with a fresh, replacement, offer compensation if hot dish right away." necessary. Foreign Particles Apologize immediately, remove the dish, "I apologize for this, I will in Food offer a replacement, investigate the cause, replace your dish immediately offer compensation if necessary, check and make sure the kitchen is cleanliness of dining area. aware to avoid this in future." Incorrect Order Apologize, verify the original order, offer "I’m really sorry for the mix-up. a quick replacement, ensure satisfaction I’ll have the kitchen prepare the after replacement. correct dish right away." Overcooked or Apologize, offer to replace the food, act "I’m sorry for that. Let me Undercooked quickly to prepare the new dish, check replace your meal and make sure Food for satisfaction after replacement. it’s cooked just the way you like it." Wrong Apologize, remove the dish, offer a safe "I’m so sorry for the mistake. Let Ingredients or alternative, communicate with the me get a fresh dish prepared Allergens kitchen about the dietary restrictions, without any allergens, and I’ll offer compensation if necessary. inform the kitchen."