Hands-on Experience At F&B Department

The key for F&B Department is the "quality of service". Good quality of service wins the trust of customers. If a customer has any doubts, we shall explain patiently. "Warm" attitude can achieve good service!

1. Preparation

The napkin should be placed parallel to the seat back and aligned to the edge of the table.

At a formal western restaurant, knife and fork are placed on the table. Knife is placed on the right side, while fork, left, because 80% of people are right-handed, while only 20% are left-handed. If a customer is left-handed, we shall switch The knife and the fork. The waiter would hold the bottom of The knife and the fork to avoid bacteria. They should be placed at the edge of the table as far as the size of one finger. If they are placed too close to the edge, a customer may knock them down to the ground accidentally. A waiter shall keep a proper distance with a customer for "security"!

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2. Usher




First of all, the usher shall ask how many people and if they have booked a table. And he shall ask if customers come for coffee or meal. If a customer does not have booked a table, the usher will lead the customer to a seat first and then go through the above steps.

Figure 1 Group photo of hands-on experience at Reception Desk

Figure 1 Group photo of hands-on experience at Reception Desk
source:shot by our team

3. Ordering

Dishes shall be introduced in accordance with the preference of a customer. They are roughly introduced in this way: First, ask if the customer wants to have a meal or drink afternoon tea because they are introduced in two different ways. If the customer wants to have a meal, pay attention to the cooking degree of steak, origin, cooking method, frying first and roasting later, and difference between staple and sauces. Pay attention if the way you introduce is in line with the expectation of a customer.

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4. Place the cup

When a customer sits down, place the cup to his right hand side. Remind the customer before placing the cup. Place the cup at the upper right corner to make it convenient for the customer to reach it.!

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5. Pour water or wine

After placing the cup, pour water. Remind the customer before pouring water, because you may frighten the customer if you do so silently. Pour water slowly and fill the cup to 80%, as 10% left for the customer and 10% for yourself. If water is spilled out, wipe it to assure the customer.

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Why wine glass is different from brandy glass? The composition of Brandy needs to be affected by the warmth of a hand. The alcohol inside will rise along with the scent. However, wine needs to contact with the air rather than the warmth of a hand. So wine is contained in a standing cup. When you pour wine, you shall let the wine label face the customer. This is a rule of Forte Hotel.

Figure 2 Manager Yang introduces the ingredients of wine

Figure 2 Manager Yang introduces the ingredients of wine
source:shot by our team

6. Prepare the tray to serve meal

When you hold the tray, you shall set your waist straight. Hold the tray with your five fingers of the left hand open, while you shall serve the customer with your right hand. Don't hold the tray too high as it will make you feel uncomfortable.

7. Cashier

Ask if a customer pay in card or cash. Hand the receipt to the customer. After payment, hand the invoice to the customer.

Figure 3 Ms. Yi-chun demonstrates to collect money

Figure 3 Ms. Yi-chun demonstrates to collect money
source:shot by our team

Image source:

  1. shot by our team