MARCH 18, 2022

GAND PELA HOTEL & SUITES

Near American International School Drurumi Area 1 Garki, Abuja.

GRAND PELA HOTEL & SUITES

SERVICE BENCHMARK FOR FOOD AND BEVERAGE DEPARTMENT

Purpose: to ensure that food and beverage service benchmarks are followed in a
systematic and standard manner.
Scope: This will apply to all service staff at GRAND PELA HOTEL &
SUITES

Prepared by,

Anowo Nick Iko-ojo

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RESTAURANT DO’S AND DON’T
Do’s:

1. Do smile and be pleasant while serving guests.

2. Do assure service satisfaction at all means.

3. Do be courteous and flexible in your duties.

4. Do dress properly and wear name tags.

5. Do be loyal to your hotel and helpful at all times.

6. Do obey your superiors and discuss your problems.

7. Do cooperate with fellow workers.

8. Do report any comments and constructive suggestions to

your manager.

9. Do leave your service station clean and tidy.

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RESTAURANT DO’S AND DON’T

Does and Don’ts:

1. Don’t ail to be the ambassador of the hotel.
2. Don’t shirk your responsibilities.
3. Don’t leave guests unattended.
4. Don’t serve if you think the product is not right.
5. Don’t travel empty handed.
6. Don’t eat or smoke in restricted areas.
7. Don’t talk loudly in the service area.
8. Don’t argue with coworkers or guests.
9. Don’t run in the outlet.
10. Don’t place your hands in the pockets.
11. Don’t use handkerchief in the restaurant unless absolutely
necessary.
12. Don’t sneeze or cough carelessly.
13. Don’t chew gum or eat sweets.
14. Don’t comb hair in the dining room.
15. Don’t smoke in the dining room.
16. Don’t carry your service cloth under your arm.
17. Don’t count tips or playing with pocket coins.

Note: Don’t forget that the highest reward of your work is

satisfied guest.
GREETANDSEATGUESTS
Items Required: To complete all steps, you will need menus, special supplies

(such as booster seats, high chairs, Braille menus, etc.), snacks, and a wine
list
STEPS HOW TO Dos

1. Approach guests who

Are waiting to be seated.  Smile and give a warm
greeting, such as "Good
Morning!"or "Welcome to
(Name of the restaurant)."

 Be positive when greeting

Guests. Your manner will
Affect guest satisfaction.
2. Ask guests if you are
holding a reservation for  Follow the steps to mark in the
them. reservations book that a
Party has arrived:
 If guests do not have a
reservation, ask them if
Anyone else will be joining
them. Then check available
Seating to see if you can
accommodate them.

3. Ask if guests prefer to be

seated in a smoking or non
smoking section.

5. Accommodate special guest

needs.  Ask guests with visual
impairments if they would
Like Braille menus, if
Available.
 Ask guests with disabilities if
they have specials eating
needs.
 Askguests with small children if they
would like a high chair.

 Ask the bus person to rearrange

tables or to set up special
equipment if necessary.

 If necessary, ask the party to wait

while you meet their

needs.
6. Look at the seating chart
and decide where you are
going to seat the party,
according to your
restaurant's seating policies.
[Link] guests to their
table.  Pickup enough menus for
each guest.
 Ask the party to follow you,
And lead the way to the table
At a reasonable pace.

 Hold the menus high on your

arm, not down by your side.

 Stand up straight and give your

full attention to the party you are
seating. Do not stop along the
way to talk to co-workers, unless
it relates to seating the party you
are leading.

 Move service equipment to one

side to clear a path forth guests.
Make sure the party is following.

 As you walk, describe restaurant

highlights, such as a salad bar,
buffets, or house specials.
8. Help the guests with
seating.  Help children get into booster
Seats. Pull high chairs away
from tables so that guests
Can place small children into
them
 Help guests with disabilities
As appropriate. If you’re not
Sure how to help, ask guests
What you can do for them.
 Pull out a chair for a guest and
adjust the chair as the guest sits.
Help others with seating as
appropriate.
1. Present the menus.
 Give a closed menu, right-side-up, to
each guest in the following order:
• Children (children's menu when
available)
• Women
• Men
 Present the menu from the guest's right
side, using your right hand.

 Introduce yourself and tell guests who

their server will be.

 Serve water (if appropriate)and items

such as crackers, bread sticks, or other
snacks
(if appropriate).

2. Remove extra place

settings.  If the number of guests is less than the
place settings, remove extra settings.

Menu Presentation
(If buffet is available then it should be mention to the guest.)

1) Check the menu

Always check the menu before presenting it to the guest, it should be

 Neat and clean
 Damage free
 Presentable, neither any page should be missing nor duplicate
(incase of sliding menu only).
 2) Hold the menu

Always open the first page and hold the menu from the top because
guest will hold it from the bottom
3) Present the menu

Present the menu from the right hand side of the guest with your
right hand and away from the guest’s face (menu should not hit any
part of the guest at all).
4) Announce while presenting menu

Announce while presenting the menu to the

guest like: Sir/Madam your menu please.
(Guest should be briefed about the daily changes in the menu and home
specialties).

MEAL SERVICE
Items Required: To complete all steps, you will need an order pad or guest
checks, a service tray, a tray jack, condiments, and ash trays.
STEPS HOW TO Dos
1. Prepare the table for
each course before  Clear any empty plates or glasses
serving it. from the guest's right with your
right hand. Always ask guests if
they are finished.

 Wait to clear glassesor

plates until more than one
Guest at a table is finished,
So guests who are still eating
or drinking do not feel
rushed.
 Never stack dirty plates in front of
guests. Pick them up separately
and stack them away from guests

 Bring all condiments and

accompaniments to the table
before serving the order.

 Only bring full—not partially full —

condiment bottles to guests.

 If you will be serving an item that

guests will share, bring a plate for
each guest.
2. Pickup the food order.  Check the order before you take it
out of the kitchen:
• Does the food look fresh and
appealing?
• Have all preparation instructions
been followed?
• Is the presentation garnished?
• Have all special requests been
met?
• Is the plate clean?
• Is hot food hot and cold food cold?

 Ask the cook to make any corrections

necessary to meet the property's high
standards.

 Notify your supervisor immediately of

any problem in the food preparation
so that he or she can speak to the
guests and correct the situation.

 If you are having trouble meeting

guest needs, ask your supervisor or
another server for help until you can
catch-up.
 Don't let the guests suffer because
you're busy.

 Thank the kitchen staff for their

cooperation.
 women next, then men, and the host
3. Deliver food.
last.

 Serve food from the guest's left side

with your left hand whenever possible.
Don't reach in front of guests.

 Place the plate with the first course on

top of the base plate, if a base plate is
included in the table setting.

 Place the entree plate’s of hat the main

item is closest to the guest.

 Place side dishes to the left of the

entree plate.

 If a guest asks for something extra,

deliver it as quickly as possible othat the
meal does not get cold.

 Ask if guests would like you to bring or

do anything else for them at this time.

 Remove empty beverage

 Glasses exchange ash trays as needed.
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MAINTAIN TABLES
STEPS HOW TO Dos

1. Be aware of guest
needs.  Serve anything the guest needs.
Do all that you can to meet guest
needs.
 Use good manners with guests.
 Be attentive to children, especially
those in high chairs. Pick up items
from the floor, and provide extra
napkins as needed.
 If a guest requests a service
beyond your ability or authority,
tell the guest you'll have it taken
care of right away. Then tell your
manager at once.
2. Check food and
beverage levels.  Refill water glasses, coffee cups,
hot tea pots, and iced-
Tea glasses whenever they
Are less than half-full.

 Do not interrupt guests to ask if

they want more water, coffee, or
tea. But if a guest stops you and
say she or she doesn't want are fill,
move onto the next guest. Refill
bread as needed.
3. Change ash trays of  Turn a clean ash tray upside-down
ten using the and place it over the dirty ash tray
"capping" method.
on the table.

 Pickup both ash trays and place the

dirty one on your tray.

 Place the clean ashtray back on the

table.
4. Pre-bus the table.
 Cover the soiled items with a
napkin.

Take trays of soiled items to the

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dish room.

DESSERT SERVICE
To complete all steps, you will need a dessert cart or display tray, an
order pad or guest checks, and a pen.
STEPS HOW TO Dos
1. Clear the entire table.  After guests are finished, remove
all unneeded glasses, silverware,
plates, and other items.
 Be as neat and quiet as possible
when clearing the table.
 Remember not to stack dirty plates
at the table.
5. Suggest specific dessert
 Without asking, bring the dessert
items.
cart or display tray to
the table and describe each
Dessert using mouth-watering
terms.
 Describe in detail one or two of the
restaurant's more popular desserts.
Suggest your favorites.
 If guests say they are "too full" to
have dessert, suggest a light item,
such as ice-cream, or suggest that
Guests share a dessert.
6. Suggest coffee, hot tea,
or specialty drinks such  Offer coffee, tea, or specialty drinks
as espresso. as soon as you take
Dessert orders.
 Ask guests if they would like
cream, sugar, or lemon with
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Their coffee or tea.

7. Follow an order-taking  Take orders first, then men. From
system. women
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Starters or appetizers are food items served to guests to increase their

appetite while waiting for the main course. The food served as appetizers
should be:
 Small enough to eat in one or two bites eaten with fingers or
fork and knife
 Attractive to enhance the appetite and visual appeal
 Designed to complement the meal to follow
Traditionally appetizers are selection of salads, fish, meat or
vegetables and served:
 Pre-plated selection
 Selection of appetizers in separate dishes
 On a tray
 From a trolley
Food items served as appetizers include:
 Salads
Plain or compound salads–Fish and meat salads; vegetables salad;
Russian or Italian salad;
 Fish
Fresh or marinated anchovies or lobster
Smoked salmon or trout
Prawns or shrimps cocktail
Caviars on toast
 Canapés
Fried or toasted bread garnished with smoked fished, prawns, cheese,
vegetables or meats
 Eggs
Boiled or poached eggs stuffed with fillings
 Vegetables
Fruit cuts and juices
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MANUL

Order Taking
Items Required: To complete all steps, you will need an order pad or
guest checks and a pen.
STEPS HOW TO Dos

1. Tell guests about

specials.  Know the daily specials. If
appropriate at your restaurant, try
to taste each one.

 Always describe specials and

chef's choice items, such as the
soup of the day, before guests ask.

 Describe the ingredients and the

preparation of specials in an
appealing way. Always give the
price of specials.
2. Ask for the food order.  Offer to help guests with menu
selections. Answer any questions
about the menu.

 Ask if they are ready to order.

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3. Follow an order-taking  Know the numbering system for

system. the chairs at each table. Chair at
each table is typically, the chair
closest to the door or some other
land mark in your restaurant.
 When writing orders on your order
pad or guest check, write the
order for the guest in chair#1 on
the first line of the order form.
 Take the orders of children

4. Stand in the correct position First, then women, and then men.
to take orders. Write their orders in the
corresponding place on the order
pad. For instance, if the guest in
chair#2 is the only woman at the
table, take her order first and write
it on
line#2 on the order pad.
 Continue to take food orders in a
clockwise pattern around the table.
 The place where you stand to take
orders is:
• In different positions around the
table so you can speak one-on-one
to each guest
• In one position to get the attention
of the entire table so that
everyone can hear your suggestive
selling
• It depends on the table and the
guests
 Always stand up straight as you
take orders. Do not rest the order
pad on the table.
Look at each guest when he or she
is ordering. Watch for hesitation in
making a decision. This provides
you an opening to offer a
suggestion.
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 Pay attention to details and know

5. Ask the appropriate questions.
your menu thoroughly.
 Know what questions to ask for each
item to determine the guests'
choices. For instance, know if a
guest must choose soup or salad.
 Know when you need to ask for
more information, such as
How the guest would like an
Item cooked.
 Repeat each completed
Order to the guest, especially
If the rear especial details or
requests regarding
Preparation or service.

 Suggest additional courses such as

6. Suggest additional courses.
appetizers, soups, and salads when
you take the food order

 Think about what the guest has

selected and suggest items that will
go well with the entrée.

3. Try to meet special requests.  Some guests may request an item to

be prepare din away not listed on
the menu.
 Write all special request son your
order pad and tell kitchen
employees about the requests when
you place the order.
 You may need to check with the
chef or your supervisor before
making a promise to a guest.
4.  Suggest another drink if a
beverage is one-half
to
three-fourths empty
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 Clear empty glasses before

 Serving new beverages.
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8. Ask if guests would like

another beverage.

9. Change ashtrays as needed,  Turn a clean ashtray upside-down

and tidy the table to keep it
and place it over the dirty ash tray
as fresh as possible.
on the table.
 Pick up both ashtrays and place the
dirty one on your tray.
 Place the clean ash tray back on the
table.
10. Enter the food order into
your restaurant's point-of- 
sale unit or on the guest’s
check.
11.

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10. Time the preparation of the

food.  Turn in the order for each
course when guests are
about three-fourths finished
with the previous one. If the
Kitchen is busy, turn in the
Orders sooner.
 Serve courses in the following
order, unless guests request a
different order:
 Appetizers
• Soup
• Salads
• Entrees
• Dessert
• Coffee/Tea
 Check with the cook or your
supervisor if you are
Concerned that an order is not
being prepared in a reasonable
amount of time. Don't make guests
wait without an explanation from
you or your supervisor.

 If you are too busy to pickup an

order as soon as it is ready, ask
another restaurant server or help.
11. Place food orders with the
kitchen. (Instructor elaborates methods of
placing orders) the
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Handling Guest Complaints

STEPS HOW TO Dos

1. Listen to the guest.

 Listen to the details of the complaint.
Give the guest time to explain how he or
she feels and what he or she wants.

 While listening, stay calm, and do not

react angrily or argue with the guest.

2. Apologize to the guest

 Acknowledge the guest's feelings and
apologize for the problem, no matter
whose fault it is.

 Repeat the complaint to make sure you

understood everything and so the guest
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Knows you listened.

3. Take appropriate action.

 Explain to the guest how you are
going to resolve the situation.
 Excuse yourself and tell the guest
when you will return.
 Call a manager immediately to talk to
the guest. Let the manager know
what you have done to solve the
problem.
4. Thank the guest.
 While you are waiting for a manager
to talk to the guest, thank the guest
for bringing the problem to your
attention.

 Never argue, criticize, ignore, or

challenge a guest's complaint.
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Complaints always provide us with an opportunity to win guests loyalty, so one

should always take it as a positive note. Guest’s feedbacks always let us have
an impression about his experience in our restaurant. There is always a room
of improvement and a well traveled guest who really knows about the
different service styles and enough food knowledge will always prove to be a
source of information about recent trends in this ever changing industry.
Although we must act proactively to avoid any mishap or incident which cause
discomfort to the guest, but if by any chance a complaint occurs, we must
admit and own it and immediately rectify and ensure that the guest is
satisfied with the services before they leave the restaurant, because the delay
of any kind will make the situation worst.
It is not necessary that the guest is always right about what he is complaining
but never forget that guest is always a guest and the guests are too good to
loose. It is a famous saying in our business that it is the guest because of
whom we get paid at the end of the month.
As this profession is all about always YES and YOU ARE ABSOLUTELY RIGHT, in
this way there is nothing in our hand except to make guest happy by any
possible means and a successful server always consider a complaint as a test
of his patience, tolerance, open mindedness, confidence on himself, decision
making and presentations kills, because he is carrying company’s image.
Either it’s a guest complaint or satisfaction note, it always works as a chain
reaction and is a source of marketing itself, for example, if one guest had a
very pleasant and satisfied meal experience in our restaurant, he along with
his invitees feel good about it and he as well as his guests will also consider
this place for their future events with pleasure. They will definitely recommend
this place to their friends and colleagues also.
There could not be anything worse than an annoyed guest, so we should
always take very special care while handling a guest complaint keeping in
view the principle given below:

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Purpose: to ensure that Food and Beverage Service Benchmarks are followed in a
systematic and standard manner.
Scope: This will apply to all Service Staff at GRAND PELA HOTEL & SUITES.

S RESPONSIBILIT ACTIVITY DESCRIPTION/METHOD RECORD

T Y S
E
P
1 Room Service  Before service begins, check with the kitchen regarding Araciality
Supervisor availability of all dishes and any specials on offer. This List
will assist in service if there are any shortages or Order
Room Service dishes that the chef would particularly like to move. Pad
Cashier  Make a note of these and place them in a clearly visible Traffic
place alongside the telephone in the Room Service Sheet
Room Service area. Room
Waiter  Have a pen, order pad and traffic sheet ready. Service
Menu
2 Room Service  The telephone should never be left to ring more than
Supervisor Room three times,
Service Cashier  If it does ring more than three times, SMILE, pick it up
Room Service and apologize for keeping the caller waiting and then
Waiter continue with greeting outline below
 “Good morning/afternoon/evening, Room Service,
Raymond Speaking, how may I help you?” May I please
have you name and Room Number?
 The guest will place an order with you for food and/or
beverages. Pay attention to what the guest is saying
and ask appropriate questions, such as: “how would you
like the steak cooked, Sir?”
 Take an opportunity to up sell, if the guest has not
ordered e.g, a dessert offer as follows
 “Would you like ice-cream with chocolate”
 Always write the order down, and clearly indicate the
room number and the time at which the order is taken
 Repeat the order back to the guest to confirm that you
have taken it down correctly. Ensure that you have the
room number correct.
 Advise the guest how long the order should take before
delivery.
 See chef’s cooking guide……
 Ask the guest using his/her name and hang up the
telephone.
 Process the order immediately by entering it into the
computer (if using Micros) or place a written order
 Allocate one specific waiter to serve the order, so that
he can prepare a tray/trolley to take to the guest’s
room.
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Note:
 Always remember to telephone the guest after 45
minutes of delivery and ask if they enjoyed their mean,
and if they would like anything more from Room Service
 Ask if a waiter could be sent to collect the tray.
3 Room If two telephones ring at the same time:
Answer the first telephone within three rings
Service  Answer by saying:
Supervisor  Room Service good morning/afternoon/evening,
Raymond speaking, please may you hold on?
Room  Answer the second telephone.
Service  Room Service good morning/afternoon/evening,
Cashier Raymond speaking, please may you hold on?
 God back to the first caller, apologize for the
Room Service inconvenience and proceed to take their order as per
Waiter standard.
 Go back to second caller, apologize for the
inconvenience and proceed to take their order as per
standard.

S Records
T Responsibility Activity
E
P
1 Room Service Lay Up for Tea (one cover) Traffic
 Small tray covered with tray cover. sheet
Supervisor
 1 teacup and saucer.
Room Service  1 sugar basin with four white, 4 brown and 4
Cashier sweetener sachets.
Room Service Waiter  1 teaspoon.
 1 tray collection card.
 1 teapot/coffee pot.
 1 pot of hot water.
 1 milk jug.
 1 bud vase.
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2 Room Service Continental Breakfast Lay Up (one over) – Same as Traffic

Supervisor for Teas but use a medium size tray sheet
As for tea/coffee lay up
Room Service
Plus
Cashier
1 juice glass.
Room Service Waiter
1 lined toast basket.
1 butter pad.
1 dessert spoon.
1 side knife.
1 serviette
1 side fork.
1 set salt and pepper cruets.
1 saucer for jams.
3 Full breakfast lay-up. (one over)
As for Continental Breakfast but add
1 joint knife
1 joint fork
1 dessert spoon
4 Room Service Lunch and Dinner tray Lay Up (one cover) – use a Traffic
Supervisor medium size tray or trolley. sheet
 Medium tray with tray cover or trolley with checkli
Room Service
tablecloth. st
Cashier
 1 lined bread basket
Room Service Waiter
 1 butter pad.
 1 joint knife.
 Joint fork.
 1 side plate
 1side knife.
 1 folded serviette.
 1 dessert spoon.
 1 desert fork.
 1 tray collection card.
 1 bud vase with flower.
 1 set salt and pepper cruets.

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