F&B Service Training # 1 for Rajasthan Hotels

Introduction

Ensuring guest satisfaction is an on-going challenge for Rajasthan hotels and resorts across the world. Fortunately, in India, our culture has imbibed in us a spirit of ‘Athiti Devo Bhava’ which literally translates to Guest is God! With such upbringing it is no surprise that some of the best hotels & resorts in the world are found in India.

However, in addition to our natural tendency to treat the guests with utmost respect and attention, some refinement might be needed in a person’s communication verbal and non-verbal. These training modules are intended to do just that without the burden of long lectures of cumbersome theoretical concepts.

F&B Service Training

1. Before going on duty what personal Hygiene should be maintained?
   • Nail and hair should be trimmed, face should be clean shaven and no body odor should be present
2. What should be kept in mind about your uniform when starting a shift?
   • It should be properly ironed, not torn & shoes to be polished
3. What is the first thing you should say to the guest coming to the restaurant? 
   • Say the greeting ‘Namaste’ with folded hands and ask ‘Where they would like to sit’.
4. How much time should you give to guest to decide the order?
   • Wait for at least 5 minutes or verbal cue or physical action from guest before approaching them.
5. Should we place ordered food directly on the table without guest acknowledgement?  True or False
   • False!
   • Acknowledge the guest 2 steps away from the table before placing food
6. When to approach a table towards end of the meal?
   • When there is visible confirmation that guest has concluded meal
   • When guest himself/herself indicates that he wants no further services
   • If sufficient time (more than 15 minutes) has passed without any interaction with guest
7. What should the staff say after delivery of order?
   • Is there anything else that I can get for you?
   • Announce the name of each dish as it is placed on the table
   • Ask about refilling beverages
8. What if a guest says that food is too spicy?
   • Apologize for the inconvenience and offer to replace the dish
9. What if the room service order is delayed as per guest expectations?
   • Apologize and update time needed to get the order
   • Apologize and remind guest that we are trying our best
10. What if some dish gets over before guest gets a chance to eat?
    • Apologize, and offer him another dish 
    • Apologize and check with the chef if more of the same dish can be prepared
11. How do you respond if the guest asks for service in a venue apart from the restaurant?
    • Say yes to Guest while informing him of longer service period
12. What do you do/say if the guest finds a bug/insect in the food?
    • Apologize and offer him a complimentary dish
    • Make the guests entire meal complimentary
13. What do you do/say if the guest is not happy about the service?
    • Apologize and check the concerns of the guest 
    • Apologize and change the waiter 
    • Offer him free Dish 
14. When should staff wash their hands immediately?
    • When you come from the toilet.
    • When you sneeze, blow nose, yawn, or cough covering your mouth with your hands.
    • After you touch hair, scalp, skin, or any body-opening.
15. What are the common reasons for guest complaints in restaurants? 
    • Unfriendly staff
    • When the servers are not available to take requests and the guest has to wait for servers to return to the table
    • Food & water are not delivered on time
    • Unhygienic crockery, cutlery or table ware

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