Liaise between kitchen and dining areas 4.1 Place and send orders to the kitchen promptly 4.2 Check quality of food in accordance with established standard 4.3 Check tableware for chips, marks, cleanliness, spills, and drips 4.4 Carry out plates and/or trays safely 4.5 Advise promptly colleagues regarding readiness of items for service 4.6 Relay information about special requests, dietary or cultural requirements accurately to kitchen where appropriate 4.7 Observe work technology according to establishment standard policy and procedure
Present and Serve Food and Beverage Orders to Guests 3.1 Verify the guest’s name on the bill before announcing the staff’s presence outside the door 3.2 Greet guests politely 3.3 Ask the guest where they want to place the tray or trolley 3.4 Deliver food orders on desired time of the guest
Carry out Upselling Strategies 3.1 Suggest slow moving but highly profitable items to increase guest check 3.2 Offer second servings of ordered items 3.3 Mention food portion or size for possible adjustments with the orders 3.4 Recommend new items to regular customers to encourage them to try other items in the menu
Take Proper Action on the Complaint 3.1 Take appropriate action regarding guest’s concerns 3.2 Inform the right person or department for proper action 3.3 Elevate or refer difficult situations or serious concerns to higher authority 3.4 Follow up and check problem if solved or not
Know the Product 1.1 Master the names of past and current trends of dishes in the menu 1.2 Know different types of sauces and accompaniments 1.3 Know common food allergens to prevent serious health consequences 1.4 Study the special dietary requirements and cultural needs of food and beverage products
Take and Process Room Service Orders 1.1 Attend to telephone calls promptly and courteously 1.2 Check and use guests’ names throughout the interaction 1.3 Clarify, repeat and check details of orders with guests for accuracy 1.4 Use suggestive selling techniques when appropriate 1.5 Advise guests of approximate time of delivery 1.6 Record room service orders and check relevant information in accordance with establishment policy and procedures 1.7 Interpret room service orders received from doorknob dockets 1.8 Transfer orders promptly to appropriate location for preparation
Welcome and Greet Guests 1.1 Acknowledge guests as soon as they arrive 1.2 Greet guests with an appropriate welcome 1.3 Check details of reservations based on established standard policy
Listen to the Customer’s Complaint 1.1 Obtain the entire story or issue of concern from the guests without interruption 1.2 Note the details of the guest complain or concern 1.3 Give full attention to the complaining guest 1.4 Paraphrase guest complain to determine if the concern is correctly understood
Take Food and Beverage Orders 3.1 Present menu to customers, take orders completely, and take note of the special requests 3.2 Repeat back orders to the guests to confirm items 3.3 Provide and adjust tableware and cutlery appropriate for the menu choices in accordance with established procedures
Take table reservations 1.1 Answer inquiries promptly, clearly and accurately 1.2 Ask pertinent questions to complete the details of the reservations 1.3 Record reservation data on forms accurately based on establishment’s standards 1.4 Repeat and confirm details of the reservations with the customer 1.5 Provide additional information about the food service establishments
Track each student's skills and progress in your Mastery dashboards
