Dear Visitors, this is a Free Waiter Training tutorial.Our today’s Free Hotel Management Training Tutorial is about Courtesy. It is the hallmark of a good waiter to be courteous on all occasions not only towards guests but also towards his colleagues and other people working in the same unit .Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes into contact. His manner should not be just a part of the “technique” of the restaurant. The advantages and necessity of being courteous should be emphasized as it not only smoothens operations but also ensures better ties.
Courtesy Training for Waiters:
- After a waiter has served breakfast and a guest is leaving, he should say “ Thank you, have a pleasant day” It should be said with utmost sincerity.
- When approaching a guest use the word ‘assist’, e.g. “May I assist you “ or “ May I be of assistance”.
- When guests are leaving after lunch or dinner or even if they have just stopped in for a cup of coffee or a drink, say “Thank you. I hope every thing was all right. Do come again, or “ It’s been a pleasure serving you. Please come again soon.”
- Always present the check without delay. Keep it at the side station when the guest are nearing the end of their meal.
- While taking an order the waiter should approach the guest from the left and place the menu in front of him and inquire, “ May I have your order, Sir/Madam ?” Wait patiently facing the guest until after any necessary advice asked has been given, and the order is complete. Give the guest enough time to decide what he wants and do not rush him.
- Guests should never get the feeling that they are being hustled. It is really proper to let them finish their drink before asking for their food order. In the evening this holds true. At noon a lot of people are on a tight schedule so the lunch- time menu should be presented as soon as the guest is seated. Before taking the food order the waiter should ask whether they would like a should take the food order and serve it as soon as it is ready. If the answer is “yes”, the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “later” the waiter the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink. drink, “ May we bring you a drink before lunch?” If the answer is “No” he should take the food order and serve it as soon as it is ready. If the answer is “yes”, the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “later” the waiter the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink.
- If a guest says his food or drink isn’t right, the waiter should not tell him so, even if he is sure that the guest is wrong. The waiter should tell him “I am sorry. Please let me bring you another or may I bring you another or may I bring you something else?” The waiter should take the order back to the kitchen and tell the chief to replace it. If he has any trouble, he should tell the manager.
- In case there are restaurants having bar counters or bars in the immediate neighborhood of the restaurant, guests who cannot be seated in the restaurant should be asked if they wish to wait in the bar until a table is available. If possible the supervisor should accompany the guest to the other facility to make sure that they will be taken care of properly.
- In case a waiter is busy and cannot attend to a guest at once, he should inform him that he will attend to him immediately or in a moment.
- If the waiter knows the guest’s name it is advisable to address him by his name as this shown that the guest is getting personalized service.
- A guest may become impatient if he cannot catch the waiter’s eye. The waiter should never ignore guests or just pass them by, because they are not on his station. He should stop and acknowledge the call, by saying politely, “I will send your station waiter, sir “.
- When two tables are occupied approximately at the same time, the waiter must take the order of the first party, first.
- Each guest entering the restaurant must be received at the door by the hostess or the supervisor in a cordial and pleasant manner and be conducted to a seat. Chair should be held for the convenience of all lady guests, and gentlemen if possible.
- Guests must be asked prior to seating whether the table, which they have been allotted, is agreeable to them.
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{ 17 comments… read them below or add one }
dear web admin…
thanks for your experince and knowledge sharing.
i would like to share the information with my students.
i’m teaching food and beverage subject as i’m really glad to suggest this website to all my students.
my students really enjoy to watch all the movies showing all the procedures and techniques regarding the F & B lesson instead to read their note =)p
Wonderful ,
This is the first time i visit your blog. I got impression
Useful for me
I m come from VietNam and now i m a manager for 1 five star restaurant
When i make a trainning course , sometime i dont know hơ to talk to my staff even i know. And now with your blog , i know what shoul i say thanks alot admin
I hope you will love to Join in my Hotel management resource site to get good resources for your business…plz do inform your facebook and other friends about this blog. Thanks
Ms. Tanji
Admin
Kindly provide book for f and b
Kindly provide f and b manager duty and sop
thank you
Dear Sir,
I have joined a Five Star Hotel as manager HR & Training and trying to formulate Training Policy and Procedure, can you pls help me in this regard.
can you Please guide me that should i send Training needs assessment for to all Department Heads as bi annually system.
Or should i prepare training plan as required by any five star Hotel, becuase no person have training and there is no training system there.
Or should I prepare trainng need assesment form separate for each departmetn or it should be generic. plos reply as soon as possible and oblige. thanks a lot Khalid Mahmood
3rd/Last option, I believe that will be better for you..
This site is really helpful to hoteliers. Thanks and keep up the good work.
Could you please let me know how I can contribute if want to. Also, i think the write ups should copiable, even though you are planning the ebooks. Please back with these issues.
Thanks.
Please Read This if you really like to contribute here. You are cordially welcome Mr. Adjartey.
Now let me clear you reasons behind copying restriction i have to implement here. As you know it takes really long hours to write a single tutorial. When you see everything in this blog it seems very easy but you don’t know behind the scene works. It takes long hours to set mind, to educate myself, to do technical works and finally be able to publish a single tutorial. On the other hand, people have tendency to copy each and everything and make it own and even post in different forums under their name. So, to prevent that attitude and give you some really helpful Ebooks I don’t give any sorts of copying privilege to my Readers. Let me ask you, don’t you think Displaying all these Tutorials as FREE isn’t Good enough?
your training manuals are really good and i have joined in a hotel as a training manager, this is of my first job in training and development, i will be keeping in touch with you for future endeavours to come, i will ask any queries and doubts what am having, in the guest complaint handling you can give some possible examples with the remedies that is how it has to be sorted out, awaiting for your mail
Dear Hussain, I would like to request you to read this (http://www.facebook.com/topic.php?uid=359579793114&topic=14356) invitation and let me know are you interested or not…
Hi Admin,
Thank you for your precious time and information.
By the way, I think there is something wrong during your typing Item No.6 above, as I found the senctences are not in the right order (If I am right).
Please double check. Thank you.
Hmm..It was a silly mistake. Thank you so much for your comment…
its great!…
i have over 61 waiters to present the above topic. 1 would like to use powerpoint presentation. what should i do? pls advice
You better wait for My Training Manual or try to get content from here…
good.,i like this.,this topic increased my knowledge.,
I hope so. Thanks for your comment