CONTENTS

FOOD AND BEVERAGE 
DINNER & LUNCH STANDARDS
CHAPTER 1

1.1    Introduction
1.1.1    Introduction to Lunch and Dinner Standards
1.1.2    Anticipatory Service and Luxury Outlook
1.2 Lunch and Dinner Reservations
1.2.1 Taking a Reservation
1.2.2 Preparing for a Reservation
1.3 Lunch and Dinner Setup
1.3.1 Setting the Tone for a Perfect Service
1.3.2 The Table Setting
1.3.3 The Side Station
1.3.4 Buffet Setup and Maintenance Guidelines
1.4 Guest Arrival
1.4.1 Greeting the Guests
1.4.2 Escorting and Seating the Guests
1.4.3 Handling Walk-in Guests
1.5 Menu Presentation
1.5.1 Menu and Product Knowledge
1.5.2 Presenting an à la Carte Menu
1.6 Beverage Service
1.6.1 Taking a Beverage Order
1.6.2 Long and Soft Drink Service
1.6.3 Water Service
1.6.4 Beer Service
1.6.5 Wine Service
1.6.6 Tea and Coffee Service
1.7 Food Service
1.7.1 Serving an à la Carte Order
1.7.2 Table Service for Buffet Diners
1.7.3 Following Up
1.8 Guest Departure
1.8.1 Handling the Bill
1.8.2 Farewell
1.9 Conclusion
1.9.1 Concluding Lunch and Dinner Standards

FOOD AND BEVERAGE 
SERVICE PROFESSIONAL
CHAPTER 1

1.1 Understanding the Dining Experience
1.1.1 The Ten Phases of Service 
1.1.2 Extended Menu Sequence 
1.1.3 Service Styles 
1.1.4 The Five Senses in Guest Areas 
1.1.5 Five Senses – Interactive Analysis
1.2 Roles and Responsibilities
1.2.1 Who’s Who in Service
1.2.2 Who’s Who in the Kitchen
1.2.3 Teamwork
1.2.4 Duties and Checklists
1.2.5 Sections and Position numbers
1.3 Appearance, Hygiene and Uniform
1.3.1 Hygiene and Appearance
1.3.2 Uniform
1.3.3 The Waiter’s Toolkit
1.3.4 Hygiene in a Food Service Environment
1.4 Basic Communication
1.4.1 Body Language – The Basics
1.4.2 Common Mistakes and Bad Habits
1.4.3 Communicating with Colleagues – Before Service
1.4.4 Communicating with Colleagues – During Service
1.4.5 Communicating with Colleagues – After Service
1.5 Cutlery
1.5.1 Introducing Cutlery
1.5.2 The Starter Knife and Fork
1.5.3 The Main Course Knife and Fork
1.5.4 The Fish Knife and Fork
1.5.5 The Steak Knife
1.5.6 The Butter Knife
1.5.7 The Cheese Knife
1.5.8 The Oyster Fork
1.5.9 The Teaspoon and Demitasse Spoon
1.5.10 The Soup Spoon
1.5.11 The Dessert Spoon and Dessert Fork
1.5.12 Polishing Cutlery
1.5.13 The Rules of Cutlery
1.6 Crockery
1.6.1 Introducing Crockery
1.6.2 Polishing Crockery
1.6.3 The Rules of Crockery

1.7 Glassware
1.7.1 Polishing Glassware
1.7.2 The Rules of Glassware
1.7.3 Tumbler Glasses
1.7.4 Stemware
1.8 Linen and Table Décor
1.8.1 The Fundamentals of Linen
1.8.2 Rules of Linen
1.8.3 The Simple Square Napkin Fold
1.8.4 The Simple French Napkin Fold
1.8.5 The Pyramid Napkin Fold
1.8.6 The Cutlery Napkin Fold
1.8.7 The Bread Pouch Napkin Fold
1.8.8 The Lily Napkin Fold
1.8.9 The Bird of Paradise Napkin Fold
1.8.10 The Bishop’s Hat Napkin Fold
1.8.11 The Diamond Napkin Fold
1.8.12 The Rosebud Napkin Fold
1.8.13 Linen During Service
1.8.14 Table Décor
1.9 Setting Up a Dining Room
1.9.1 Getting the Guest Information
1.9.2 Cleaning the Dining Area
1.4.3 Tables and Chairs
1.9.4 Setting a Table
1.9.5 A Focus On – Setting a Big Round Table
1.9.6 A Focus On – White Gloves
1.9.7 The Waiter’s Station


FOOD AND BEVERAGE 
SERVICE PROFESSIONAL
CHAPTER 2

2.1 Basic Guest Communication
2.1.1 Basic Guest Communication
2.1.2 Words to Serve
2.1.3 The Centre Line
2.2 Restaurant Reservations
2.2.1 The Hosting Station
2.2.2 Taking a Detailed Reservation
2.2.3 Scenarios
2.2.4 Reading the Day Sheet
2.2.5 The Greeting
2.2.6 Coats and Bags
2.2.7 Escorting the Guest
2.2.8 Seating the Guest
2.2.9 Seating – The Finer Details
2.2.10 The Orientation and Menu Delivery
2.2.11 A Focus On – Describing the Service Style
2.2.12 The Farewell
2.2.13 Dealing with Lost Property
2.2.14 Interactive Analysis – Good Host/Bad Host
2.3 Trays and Trolleys
2.3.1 Understanding Trays
2.3.2 Carrying Trays
2.3.3 Attention to Detail – Handling Trays
2.3.4 The Buddy System
2.3.5 Trolleys
2.4 Drinks Service
2.4.1 Understanding Drinks Service
2.4.2 Water Service
2.4.3 Bar Terminology
2.4.4 Taking a Drinks Order
2.4.5 Serving Drinks
2.4.6 Serving Drinks – The Finer Details
2.4.7 Clearing Spills
2.5 Bread and Canapé Service
2.5.1 Serving Bread at the Table
2.5.2 Bread Baskets and Trays
2.5.3 The Silver Service of Bread
2.5.4 Attention to Detail – Bread Service
2.5.5 Canapé Service
2.6 Understanding the Pass
2.6.1 The Food Pass
2.6.2 The Beverage Pass
2.7 Table Service
2.7.1 Understanding Table Service
2.7.2 Carrying Plates
2.7.3 Preparation – Four Minute Check
2.7.4 Preparation – One-minute Check
2.7.5 Delivering Plates to the Table
2.7.6 Delivering Plates on Trays
2.7.7 Delivering Different Dishes
2.7.8 Two-Minute Check
2.7.9 When to Clear Plates
2.7.10 How to Clear Plates
2.7.11 Decrumbing a Table
2.7.12 Guests Who Smoke
2.7.13 Replacing and Removing Ashtrays
2.7.14 Continuous Checks in the Dining Room
2.7.15 A Focus On – Silver Service

 

FOOD AND BEVERAGE 
SERVICE PROFESSIONAL
CHAPTER 3

3.1 Menu Preparation
3.1.1 Preparing the Menu
3.1.2 Learning the Menu
3.1.3 Practicing your Communication
3.1.4 Learning Difficult Terms
3.1.5 Allergens
3.1.6 Special Dietary Requirements
3.2 Menu Recommendation
3.2.1 The Recommendation Step by Step
3.2.2 Tailoring your Recommendation
3.2.3 A Focus On – Chalkboard Menu
3.3 The Docket System
3.3.1 Understanding the Docket System
3.3.2 The Waiter’s Docket
3.3.3 The Flow of the Docket
3.4 Taking Orders
3.4.1 Taking Guests’ Orders
3.4.2 Staggering Orders
3.5 Payment and the Bill
3.5.1 Presenting the Bill
3.5.2 Payments and Gratuities


FOOD AND BEVERAGE 
SERVICE PROFESSIONAL
CHAPTER 4

4.1 Aperitifs, Digestifs and Cigar Service
4.1.1 Introducing Aperitifs
4.1.2 Introducing Digestifs
4.1.3 Cigar Service
4.2 Wine Service
4.2.1 Taking a Wine Order
4.2.2 Presenting the Wine
4.2.3 Opening a Bottle of Wine
4.2.4 The Three Methods of Opening Wine
4.2.5 Serving Wine
4.2.6 Understanding Decanting
4.2.7 Understanding Old Wine
4.2.8 How to Decant Wine
4.2.9 Tips for Decanting
4.2.10 Wine by the Glass
4.3 Sparkling Wine Service
4.3.1 Understanding Sparkling Wine
4.3.2 Taking an Order and Presenting Sparkling Wine
4.3.3 Opening and Serving Sparkling Wine
4.4 Coffee and Tea Service
4.4.1 Coffee Service
4.4.2 Teas and Tea Service


FOOD AND BEVERAGE 
SERVICE PROFESSIONAL
CHAPTER 5

5.1 Dealing with complaints
5.1.1 Getting Ready to Deal with Complaints
5.1.2 The Principles of Dealing with Complaints
5.1.3 Guests with Unrealistic Expectations
5.1.4 The Drama Queen Complainer
5.1.5 The Serial Complainer
5.1.6 The Non-Complainer
5.2 Adapting Service
5.2.1 Lounge Service
5.2.2 Pool Service
5.2.3 Breakfast Service
5.2.4 A Focus on Tableside Service
5.3 Tailoring Service
5.3.1 Understanding Tailoring
5.3.2 Tailoring for Special Occasions
5.3.3 Tailoring for Couples
5.3.4 Tailoring for Elderly Guests
5.3.5 Tailoring for Families and Children
5.3.6 Tailoring for Business People
5.3.7 Tailoring for Food Enthusiasts
5.3.8 Tailoring for Guests with Special Needs
5.3.9 Tailoring for Return Guests
5.4 Types of waiters
5.4.1 The Klutz
5.4.2 The Snob
5.4.3 The Joker
5.4.4 The Grump
5.4.5 The Newbie
5.4.6 The Spinner
5.4.7 The Talker


FOOD AND BEVERAGE 
SUGGESTIVE SELLING
CHAPTER 1

1. Introducing Suggestive Selling
1.1 What is Suggestive Selling?
1.2 The Importance of Suggestive Selling


FOOD AND BEVERAGE 
SUGGESTIVE SELLING
CHAPTER 2

2. Suggestive Selling and F&B
2.1 Suggestive Selling and Up-Selling
2.2 Opportunities for Suggestive Selling
2.3 Reading the Guest
2.4 The Journey of Suggestive Selling
2.5 The Principles of Suggestive Selling

FOOD AND BEVERAGE 
SUGGESTIVE SELLING
CHAPTER 3

3. Preparation
3.1 Menu Knowledge
3.2 Beverage Knowledge
3.3 Pairing Dishes with Beverages
3.4 Flavor Words
3.5 Texture Words
3.6 Advanced Menu Knowledge

FOOD AND BEVERAGE 
SUGGESTIVE SELLING
CHAPTER 4

4. Execution
4.1 The Welcome
4.2 The Menu Presentation
4.3 Following Up
4.4 Desserts and Digestifs
4.5 The Don’ts of Suggestive Selling

FOOD AND BEVERAGE 
SUGGESTIVE SELLING
CHAPTER 5

5. Advanced Suggestive Selling
5.1 Repeat Guests
5.2 Continuous Improvement

© 2018 Leading Hotelier, all rights reserved