STANDARDS OF OPERATION AND SERVICE

MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

GUEST SERVICE TRAINING PLANS: FOOD AND BEVERAGE

INDEX TO TRAINING PLANS
Restaurant WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record
Room Service WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record
Bars BAR ATTENDANT: Departmental Training Needs Analysis and Training Record
Conference/ WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record
Banqueting
GUEST SERVICE STANDARDS: FOOD AND BEVERAGE
SERVICE
STANDARD INDEX TO SERVICE STANDARDS
NUMBER
FB1 RESTAURANT PREPARATION: Sideboards and Service Areas
FB2 RESTAURANT PREPARATION: Breakfast Service Preparation
FB3 RESTAURANT SERVICE: Breakfast Service Procedure
FB4 RESTAURANT SERVICE: Breakfast Buffet Service
FB5 RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation
FB6 RESTAURANT SERVICE: Meet, Greet and Seat Procedure
FB7 RESTAURANT SERVICE: Table Drinks Service
FB8 RESTAURANT SERVICE: Taking a Food Order
FB9 RESTAURANT SERVICE: Serve Bottled Wines
FB10 RESTAURANT SERVICE: Food Service Procedure
FB11 RESTAURANT SERVICE: Restaurant Billing Procedure
FB12 ROOM SERVICE: Service Area Preparation
FB13 ROOM SERVICE: Taking GUEST Orders
FB14 ROOM SERVICE: Preparing a Room Service Tray
FB15 ROOM SERVICE: Order Delivery
FB16 BAR SERVICE: Service Area Preparation
FB17 BAR SERVICE: Drinks Service
FB18 CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB1: RESTAURANT PREPARATION: Sideboards and Service Areas Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
GUEST SERVICE The Restaurant is clean, laid up and in good repair, ready for GUEST Service 15 minutes before service times.
STANDARD FS09 – Prepare and clear areas for
table service

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
PERFORMANCE STANDARD
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Service areas clean, free from damage and ready for use.
The employee is able to clean, store and prepare sufficient
• Stocks of service items, linen and equipment are sufficient, clean stocks of linen and food service items and equipment prior
and ready for service. to service.

• Sideboard/ Service Area stocked with sufficient and appropriate Sideboard stocking to include:- The employee is able to follow all restaurant cleaning
crockery, cutlery and service utensils for service. Crockery is - Sideplates procedures including restaurant mise-en-place preparation,
checked for chips and removed from service. Inside of cups are - Cups and Saucers timeously and efficiently, with regard to work organisation
checked for stains. - Folded linen/ paper serviettes and attention to detail.
- Ashtrays
- Toothpicks The employee is able to prepare condiments and sideboards
- Wrapped mints ready for service.
- Cutlery
• Condiments are checked (and refilled where necessary) and The employee is able to ensure that restaurant furniture is
containers wiped/ cleaned before service. Condiments to include:- clean and undamaged before and after service.
- Tomato Sauce
• Restaurant furniture is checked and is clean, free from damage and - HP Sauce The employee is able to set up hot and cold beverage
correctly positioned for food service. - Worcester Sauce dispensers such as fruit juice dispensers and filter coffee
- Oil and Vinegar machines.
- English and French Mustard
- Pepper Mills Employee is able to complete and process necessary
• Table items are clean and correctly laid up ready for food and drink requisition forms for linen, dry stores, crockery, etc.
service. Tables checked for wobbles and unevenness.
The Employee is able to fold serviettes for the appropriate
• Menus, wine lists and promotional items are checked and ready for service.
service. Menus and Wine Lists are clean and in good condition.
The Employee is able to check that menus and wine lists are
• The following are checked prior to service:- in a clean and good condition prior to service.
Lighting and light bulbs
Music and music levels The Employee is able to check that dockets, till rolls,
Windows clean account folios, etc are sufficient for service.
Planters
Airconditioning
Chairs cleaned and placed
Buffet and Service Gear Toilets to be regularly checked during service.
Public Toilets
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB2: RESTAURANT PREPARATION: Breakfast Service Preparation Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
GUEST SERVICE Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
STANDARD served, and in accordance with the Hotel’s standards. FS09 – Prepare and clear areas for
table service

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
PERFORMANCE STANDARD
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Table cloths or table mats are checked and are clean, free of tears
or stains and in good repair. Employee is able to lay up tables for breakfast service,
ensuring the cleanliness of linen/ place mats, crockery,
• Tables are correctly positioned and free of wobbles. Seats are free cutlery and glassware, in accordance with the service
from debris and damage and are clean and correctly positioned. standards, efficiently and with due regard to work flow.

• Cutlery is clean, polished and correctly positioned in the place

setting i.e. Use covered plate or covered tray to carry cutlery.
Meat Fork (left) and Meat Knife (right) placed on either side of place
setting; Dessert Spoon and Dessert Fork placed above setting. Side All cutting edges of knives should face to the left.
knife placed to left on the sideplate.
Covers should be laid directly opposite each other.
• Crockery is placed, as appropriate – sideplate to right hand side of
meat fork and cup and saucer (ear of cup facing to right), and Corporate logo is visible if paper napkins are used.
teaspoon (placed at top of cup with handle to right) placed above
Meat Knife. Check inside of cup is clean and that crockery is not chipped,
cracked or stained.
• Paper or linen serviette is folded in triangle and placed either on the
sideplate or in the middle of the place setting.

• Condiments and table accessories are neatly positioned in the

centre of the table and include:-
- Salt and Pepper cruet
- Sugar bowl containing White and Brown sugar sachets and
"Canderel" sweetener sachets
- Butter and margarine
- Ashtray or "No Smoking" sign.

• Check cruets clean and filled. Empty sugar bowl, wipe and refill with
sugar sachets.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB3: RESTAURANT SERVICE: Breakfast Service Procedure Job Position: Waiter / Waitress
GUEST SERVICE GUESTS are greeted and seated upon entering the Restaurant and billing procedures completed. The GUEST is able to Skills Development Framework: FSSP3
STANDARD complete a full breakfast within 30 minutes of having been seated. FS10 – Provide a Table Service

The employee must be able to provide table service (breakfast service) in an effective, prioritised and organised manner. The employee must understand the importance of
PERFORMANCE STANDARD
carrying out service tasks in such a way that GUEST’s needs are the priority.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

Employee adheres to the welcoming and seating procedure

• The GUEST is greeted upon entering restaurant and shown to
available table. The GUEST is acknowledged by a member of
service STAFF within 60 seconds of being seated.
• The Breakfast buffet/ ordering procedure is explained to the
GUEST.
"Our breakfast buffet has a selection of fruit juices, fresh fruit,
yoghurts and cereals as well as a selection of hot dishes. Please
help yourself.
Breakfast billing procedures must be adhered to. Where the
GUEST is required to sign a breakfast docket, the GUEST’s
name and room number must be compared to the GUEST list.
for GUESTS and ensures GUESTS are attended to within 3
minutes of GUESTS being seated.
The Employee is able to advise GUESTs on the breakfast
buffet content and is able to serve tea/coffee and specific
breakfast food orders to the standards laid down.
The Employee is able to serve pre-plated food to the
GUEST’s table and offer appropriate condiments.

• Tea or Coffee is offered and served within 2 minutes after the
GUEST has been seated.
"May I offer you some tea or coffee?"
• Dirty plates, glasses and cutlery are cleared and replaced as soon
as possible after GUEST has completed any course.
• Toast is delivered to GUEST's table with main course (i.e. eggs,
bacon, etc.) where there is no toaster on the buffet for self-service
• Refill of coffee is offered during meal.
• Dirty ashtrays are changed during service (if applicable in
designated smoking areas).
GUEST is offered a choice of hot or cold milk with their tea or
coffee. Tea pot should be placed on table.
Plates are cleared from the GUEST's right hand side. Check
sufficient and appropriate cutlery on table.
Check sufficient butter on table.
Place a clean ashtray upside down over the dirty ashtray so that
it forms a lid. Lift both ashtrays from table. Turn clean ashtray
upright and place it on the table.
The Employee is able to clear tables of crockery, cutlery and
glassware when necessary during and after food service,
utilising correct clearing procedures and with minimum
disturbance to the GUESTS.
Employee is able to prepare the GUEST's breakfast docket,
receive and accurately process all methods of payment
(including credit cards, Prokard discounts, and signing of
GUEST bills to the GUEST's Room account.) and close off
the restaurant docket.
The Employee is able to deal with unexpected situations
e.g. spillages, breakages, GUEST requests, etc.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB4: RESTAURANT SERVICE: Breakfast Buffet Service Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
GUEST SERVICE A full breakfast buffet with all specified items is available to the GUEST during specified service times. The breakfast buffet is
STANDARD maintained during service with items being replenished as necessary. FS12 – Provide a Carvery/ Buffet
Service

The employee must be able to prepare a breakfast buffet in an effective, attractive, hygienic and organised manner. The employee must understand the importance of
PERFORMANCE STANDARD
prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• The Breakfast Buffet is clean and all items correctly positioned for The Employee is able to lay out required food and non-food
food service. items on a Breakfast Buffet display with due consideration to
display, safety and hygiene.
• Table linen and decorative display items are clean, free from
damage and correctly arranged for food service. The Employee is able to maintain the Buffet through on-
going checks and replenishing items such as glasses,
• Plates and crockery on buffet are checked for cleanliness and are crockery, juices, fruit, cereals, etc where necessary.
sufficient for service (and at appropriate temperature).
The employee is able to advise GUESTS on the buffet
• Sufficient service gear is available on the buffet for food service. content and items.
• Condiments, accompaniments, preserves, etc. are correct for food
service and all containers clean. The Employee is able to assist GUESTS by serving items
from the Buffet, using the correct service technique.
• Buffet dishes are checked and replenished as necessary during
service. The Employee is able to deal with unexpected situations
such as breakages, spillages, soiled linen, etc.
• Where applicable, the food is portioned, served and arranged and
assistance given to GUESTS as appropriate.

• The necessary dish identification signage is placed on the buffet and

the sign corresponds with the appropriate buffet item.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB5: RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
GUEST SERVICE Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
STANDARD served, and in accordance with the Hotel’s standards. FS09 – Prepare and Clear Areas for
Table Service

The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
PERFORMANCE STANDARD
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Table cloths or Table mats are checked and are clean, free of tears
or stains and in good repair.
• Tables are correctly positioned and free of wobbles. Seats are free
from debris and damage and are clean and correctly positioned.
• Cutlery is clean, polished and correctly positioned in the place
setting i.e. Meat Fork (left) and Meat Knife (right) placed on either
side of place setting; Dessert Spoon and Dessert Fork placed above
setting. Side knife placed to the left on the sideplate.
• Crockery is placed, as appropriate – sideplate to left hand side of
meat fork.
• Paper or linen serviette is folded in triangle and placed on sideplate
or in the middle of the setting. Side knife placed on top of folded
serviette.
Use covered plate or covered tray to carry cutlery.
All cutting edges of knives should face to the left. Covers should
be laid directly opposite each other.
Corporate logo is visible if paper napkins are used.
Polish glasses - handle by stems.
Employee is able to follow all restaurant cleaning
procedures including restaurant mise-en-place preparation,
timeously and efficiently, with regard to work flow and
attention to detail (See Service Standard FB1).
Employee is able to lay up tables for lunch/ dinner service,
ensuring the cleanliness of linen/ place mats, crockery,
cutlery and glassware, in accordance with the service
standards, efficiently and with due regard to work flow.

• The wine glass is placed to the right of the cover, above the Meat
knife.

• Condiments and table accessories are neatly positioned in the

centre of the table and include:-

- Salt and Pepper cruet

- Sugar bowl containing corporate White and Brown sugar
sachets./ tubes and sweetener sachets
- Butter and margarine.
- Ashtray or "No Smoking" sign.
- Flower table decoration.

• Check cruets clean and filled. Empty sugar bowl, wipe and refill.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB6: RESTAURANT SERVICE: Meet, Greet and Seat Procedure Job Position: Waiter / Waitress

GUESTS are greeted and seated upon entering the Restaurant. Menus and Wine Lists are presented and preliminary drinks Skills Development Framework: FSSP3
GUEST SERVICE
service is completed, within the service times, to the required service standard. FS10 – Provide a Table Service
STANDARD
FS11 – Provide a Table Drink Service

The employee must be able to provide table service (lunch/ dinner service), including table drink service, in an effective, prioritised and organised manner. The employee
PERFORMANCE STANDARD
must understand the importance of carrying out service tasks in such a way that GUEST’s needs are the priority.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• GUESTS are greeted upon entering the restaurant and personally The employee is able to ascertain GUEST needs and
escorted to the allocated table. requirements upon entering the restaurant (i.e. number of
GUESTS, smoking/ non-smoking, location, etc) and act
upon these identified needs accordingly.
• Assistance is given in seating GUESTS.

• GUESTS are greeted and welcomed by Waiter/ Waitress within 60 Waiter/ Waitress gives his/her name to the GUEST and advises The employee is able to escort GUESTS to appropriate
seconds of the GUESTS being seated. the GUEST that he/ she will be serving the table. tables and present menus and wine lists.

The Employee is able to advise GUESTS on alcoholic and

• The menu is presented to all GUESTS. The Menu is presented open, from GUEST's right hand side, non-alcoholic beverages and their availability.
female GUESTS first. (Menus must be clean and in good repair).

The wine list is presented, open, to Host. (Wine Lists must be The Employee is able to serve drinks (including bottled
clean and in good repair) wines), in appropriate glasses, using the correct service
• The Wine List is presented to the Host. procedure.

See Table Drinks Service Standard.

• The GUEST is asked if they would like to order drinks.
"May I bring you an apéritif or something to drink in the meantime?"

• Drinks are delivered to GUEST within 3 minutes of the beverage

order being taken.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB7: RESTAURANT SERVICE: Table Drinks Service Job Position: Waiter / Waitress

Skills Development Framework: FSSP3

GUEST SERVICE GUESTS are presented with the Wine List and preliminary drinks orders are taken and served, within the service times, to the
STANDARD required service standard. FS11 – Provide a Table Drink Service
FS14 – Serve bottled wines

The employee must be able to provide table drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
way that GUEST’s needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

The Employee is able to take drinks orders, process the

• The GUEST is asked if they would like to order drinks.
"May I bring you an apéritif or something to drink in the meantime?"
• Drinks are delivered to GUEST within 3 minutes of the beverage
order being taken.
• Drinks are served to the GUESTS, with bottled beverages being
poured for the GUEST as appropriate.
• In the case of bottled wine service, the appropriate service
procedure is followed.
Should GUESTs not wish to order wine, or if additional drinks are
ordered in addition to wine, the order should be taken, starting
with the GUEST to the right of the Host and moving anti-
clockwise around the table.
Repeat the drinks order to the GUESTs to ensure order is
correct.
Additional drinks may be served while the GUEST is reviewing
the Wine List and Menu.
orders and serve the drinks (including bottles of wine) to the
required standard and using the correct glasses and
accompaniments.
The Employee is knowledgeable about the availability of
listed wines and the basic categories (i.e. semi-sweet, dry,
etc).
The employee is able to deal with unexpected situations (eg.
The wrong order is delivered, breakages, spillages, chipped
glassware, etc.)

Drinks are served, using tray service, at the correct temperature

and with the correct glass type, as soon as possible.

Bottled drinks are poured for the GUEST at the table.

 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB8: RESTAURANT SERVICE: Taking a Food Order Job Position: Waiter / Waitress
The GUEST is advised of recommendations, availability of menu items and of specialities of the day. The GUEST’s food order is Skills Development Framework: FSSP3
GUEST SERVICE
accurately written down in accordance with the laid down procedure.
STANDARD FS10 – Provide a Table Service

The employee must be able to provide table food and drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks
in such a way that GUEST’s needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Rolls/ bread basket are placed on table or served.
• Unused covers are removed by placing serviette on sideplate and
placing unused cutlery onto covered sideplate.
• The wine order is taken and served.
Rolls/ bread must be served at the appropriate temperature.
Check that sufficient butter is available on the table.
See Service Standard FB9: Serve Bottled Wines
Employee is able to advise GUEST on menu content and
preparation methods, take the GUEST's order accurately
and efficiently and process the order.
The Employee is knowledgeable about the availability of
listed menu items and “specials of the day” and is able to
advise on recommendations when asked.

The employee is able to accurately complete a restaurant

• GUESTS are advised on daily specials or Chef's recommendations.
"May I tell you about our specials today? We have..."
Explain daily specials/ which dishes/ menu items are unavailable
and answer questions GUESTS may have.
docket order, noting special requests, and is able to process
the order.
The employee is able to deal with GUEST’s special requests
and/or handle GUEST complaints.

The employee is able to deal with situations relating to the

• The GUEST is asked if they would like to order. non-availability of menu items and are able to advise
"Would you like to place your order?" GUESTS must be allowed sufficient time to make their menu GUESTS on alternative choices.
choices.

• The GUEST's food order is taken accurately. Service personnel are

able to advise GUEST on menu content and methods of Note special requests (e.g. medium rare, baked potato, etc).
preparation. Note number of dishes and time order taken.
Repeat the order back to the GUEST.
• Menus are collected from the GUESTS and order placed with
Kitchen.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE
FB9: RESTAURANT SERVICE: Serving Bottled Wines
The GUEST is advised of available wines and recommendations. The GUEST’s wine order is accurately written down in
GUEST SERVICE
accordance with the laid down procedure.
STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
PERFORMANCE STANDARD
the wines on the wine list.
GUEST SERVICE STANDARD
• The GUEST is presented with the Wine List informed of any wines
that are not available.
• The GUEST is allowed an opportunity to review the Wine List.
• The GUEST is asked if they wish to order wine with their meal.
• The wine order is taken and the order processed.
• The GUEST is presented with the bottle of wine and, upon approval,
the wine is opened.
• The host is poured a small amount to “taste” and, when the host has
approved, the other GUESTS are served and then the Host’s glass
is filled.
• Glasses are refilled as required.
• When the bottle is empty, the Host is asked if they wish another
bottle of the same wine or if they wish to see the wine list.
ADDITIONAL INFORMATION
Repeat the wine order back to the GUEST to ensure the correct
order has been taken. Ensure you know what wines are not
available.
Note who has ordered the wine. This will be the person who will
usually do the first “tasting”.
Present the bottle in the palm of the hand to the host or the
person who ordered the wine, with the label facing them so the
GUEST can read the label.
Only open the wine once the host is satisfied.
If possible, open the wine at a sideboard or away from the table
(but still in view of the GUEST).
Ensure sufficient wine glasses are on the table.
Wine is served at the appropriate temperature, in the appropriate
glasses
Pour from the GUEST’s right hand side. Do not overfill glasses:
⅔ for white wine and ½ for red.
Check if the GUESTS would like more wine by presenting the
wine bottle to them.
Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
FS14 – Serve bottled wines
COMPETENCY ASSESSMENT √
What must the Employee KNOW/ BE ABLE TO DO)
Employee is able to advise GUEST on wine types and the
availability of listed wines on the wine list.
The employee is able to take the GUEST's wine order
accurately and efficiently and process the order.
The employee is able to serve the wine in the appropriate
manner and in accordance with the service standrd.
The employee is able to deal with GUEST’s special requests
and/or handle GUEST complaints.
The employee is able to deal with situations relating to the
non-availability of wine list items and are able to advise
GUESTS on alternative choices.
The employee is able to deal with unexpected situations
such as spillages, breakages, corks breaking in the neck of
the bottle, etc.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE
FB10: RESTAURANT SERVICE: Food Service Procedure
GUEST SERVICE GUEST’s orders are delivered to the table, within the required service times, and served appropriately to the service standard
STANDARD required.
The employee must be able to provide table food service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
PERFORMANCE STANDARD
way that GUEST’s needs are the priority.
GUEST SERVICE STANDARD
• Appropriate cutlery is laid prior to the service of Starters.
• Appetisers/ Starters are served within 10 to 15 minutes of the order
being taken. Starters are identified when being placed on the table.
• Appropriate condiments/ accompaniments are offered/ served to the
GUEST .
• Appetisers/ starters are cleared within 3 minutes of the GUEST
finishing.
• Appropriate cutlery is re-laid prior to the service of the main course.
• The GUEST's main course is served, at the appropriate
temperature, within 10 to 15 minutes of the starter being cleared.
• Appropriate accompaniments are offered and served.
• Waiter/ Waitress checks back with table within 5 minutes of main
course being served.
"Are you enjoying your meal?" "May I bring you anything else?".
• All dirty crockery and cutlery is cleared within 3 minutes after
GUESTS have finished with each course.
• Toothpicks are placed on the table after completion of the main
course.
ADDITIONAL INFORMATION
Use covered plate or covered tray to carry cutlery to the table.
The correct food order is served to each GUEST as appropriate.
Use covered plate or covered tray to carry cutlery to the table.
All dishes of one course are served at the same time. Dishes are
identified when placed in front of the GUEST.
Ashtrays are changed before serving food orders and again
during service of the meal (if applicable in the smoking section)
Leftover food items and condiments or accompaniments are
removed from the table when appropriate.
Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
FS10 – Provide a Table Service
COMPETENCY ASSESSMENT √
What must the Employee KNOW/ BE ABLE TO DO)
The Employee is able to manage his/ her orders from the
pass to ensure these are served to the GUEST’s table
timeously and efficiently.
The employee is able to set the table with the required
cutlery in accordance with the menu items ordered.
The employee is able to serve food orders to the standards
laid down, and is knowledgeable on the methods of service
and accompaniments for each dish.
The employee is able to check that the food served is as
ordered and of the quality and quantity required.
The Employee is able to serve each dish to each GUEST,
using appropriate service methods, in accordance with the
laid down service procedures with the correct
accompaniments.
The Employee is able to deal with unexpected situations
such as breakages, spillages, soiled linen, etc.
The employee is able to deal with situations where a GUEST
is unhappy with their meal.
The Employee is able to clear tables of crockery, cutlery and
glassware when necessary during and after food service,
utilising correct clearing procedures and with minimum
disturbance to the GUESTS.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE
FB11: RESTAURANT SERVICE: Restaurant Billing Procedure
GUEST SERVICE Dessert and/ or coffee service is completed. Restaurant dockets are accurately prepared and presented.
STANDARD Payment is processed with minimum delay and inconvenience to the GUEST.
PERFORMANCE STANDARD The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.
GUEST SERVICE STANDARD
• GUESTS are offered further service after completion of main course
(desserts/ coffee service).
"May I offer you the dessert menu or would you like coffee?"
• Further dessert/ coffee service is completed.
"May I bring you anything else or would you like your bill?
• The Restaurant docket is prepared upon the GUEST requesting the
bill.
• The Restaurant docket is presented to the GUEST (Host) in a folder,
with a pen and wrapped mints, and placed on the Host's right hand
side.
• The docket is removed once it is seen that the GUEST has placed
money, a credit card or has signed the bill, and the transaction is
processed.
• Change/ credit card vouchers/ signed dockets are presented to the
GUEST within 2 minutes of payment being made.
• The GUEST is thanked for his patronage.
"Thank you Mr ......., I do hope you have a pleasant evening."
ADDITIONAL INFORMATION
Before presenting the restaurant docket to the GUEST the
docket is checked to ensure that all items are correctly charged.
Credit Card procedure is correctly followed.
Where payment is made by credit card or the GUEST signs the
bill, use the GUEST's name -
Job Position: Waiter / Waitress
Skills Development Framework: FSSP3
XX10 – Maintain Data in a Computer
System
COMPETENCY ASSESSMENT √
What must the Employee KNOW/ BE ABLE TO DO)
The employee is able to operate a till point/ register (See
Service Standard G7: Operate a Payment Point and process
Payments.
The Employee is able to prepare the GUEST's docket,
receive and accurately process all methods of payment
(including credit cards, Prokard discounts, and signing of
GUEST bills to the GUEST's Room account.) and close off
the restaurant docket.
The employee is able to process a GUEST Prokard discount
in accordance with the procedures set out in the Prokard
Training Manual.
The employee is able to receive payment from the GUEST,
calculate and make correct change and present to the
GUEST.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB12: ROOM SERVICE: Service Area Preparation Job Position: Waiter / Waitress
Skills Development Framework: FSSP1
GUEST SERVICE The Room Service Area is clean, correctly stocked and laid up prior to and during service times. Sufficient food and beverage,
STANDARD crockery, cutlery, linen and equipment stocks are available and are checked prior to service. FS06 – Prepare and Clear Areas for
Room Service

The employee must be able to prepare for room service in a hygienic, competent and organised manner. The employee must understand the importance of preparing the
PERFORMANCE STANDARD
room service area within determined time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• The Room Service area is clean and service equipment clean and
correctly located for use.
• Sufficient stocks of food items, crockery, cutlery, linen and service
equipment is available and ready for service.
• Condiments and accompaniments are prepared and ready for
service.
• All room service items (incl. trays) are set up for service.
• Bar and beverage stocks are correctly stored and rotated as
required.
• Used and soiled service linen is prepared for laundering or disposed
of correctly.
• Clean and fill:-
- Cruet Sets
- Sugar
- Condiments
• Polish cutlery and glasses
• Collect cloches (food covers) and clean
• Check glassware and crockery for cracks and chips.
• Stock and set sideboards.
• Check stationery requirements (incl. dockets and
billing forms).
• Check and stock linen requirements for service.
• Prepare butter, jams, etc.
The Employee is able to follow all cleaning procedures and
Room Service mise-en-place preparation, timeously and
efficiently, with regard to work flow and attention to detail.
The Employee must be able to operate and maintain basic
equipment such as electric toasters, hot water urns, till
machines (including changing audit rolls), stoves, etc.
The Employee is able to maintain stock count sheets, fill in
requisition sheets for dry goods and fresh supplies,
crockery, linen, stationery, etc
The Employee is able to lays up trays to the required
standard for the type of service, ensuring the cleanliness of
linen, crockery, cutlery and glassware, in accordance with
the service standards, efficiently and with due regard to work
flow.

• Set room service trays and place on tray racks.

• Ensure enough cutlery in cutlery trays.

• Prepare used and soiled linen for laundry.

 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB13: ROOM SERVICE: Taking GUEST Orders Job Position: Waiter / Waitress

GUEST SERVICE The Room Service GUEST Service phone is answered within 3 rings and Room Service orders and requests are accurately Skills Development Framework: FSSP3
STANDARD recorded in an efficient and courteous manner. FS21 – Provide a Room Service

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
PERFORMANCE STANDARD
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

ORDER TAKING

• The Room Service phone is answered within three to five rings.
• The Department and Service Attendant is identified.
"Room Service, good morning/ afternoon, (Name) speaking, how
may I help you?"
• The GUEST's order or request is ascertained. Appropriate
questions are asked to ascertain GUEST requirements.
Where the phone cannot be answered in required time, offer an
apology to the GUEST.
Where possible, use the GUEST's name while taking the order.
The time the order was taken must be noted on the docket.
The Employee must be able to advise GUESTs on menu
content and preparation methods, take the GUEST's order
accurately and efficiently and process the order.
The employee is able to advise the GUEST on alternative
suggestions where certain menu items might not be
available.

The Employee must be knowledgeable on the methods of

• The GUEST's Room number and order is repeated to GUEST service and accompaniments for each dish or beverage.
together with confirmation of special requests.
"May I repeat your order to ensure that I have all the details, Mr
James?". "And your Room number is ...?"
Guideline Times:-

• Inform the GUEST of the applicable Tray Charge. Beverages - 15 minutes

Snacks - 20 minutes
• The GUEST is informed of approximate time for delivery. Meals - 20 - 30 minutes
"You will receive your order in approximately ... minutes, Mr
James." If there are unforseen delays in processing the order in the time
advised, the GUEST should be informed promptly.

If, after taking an order, the dish is unavailable, phone the

GUEST back, apologise and offer another suggestion.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB14: ROOM SERVICE: Preparing a Room Service Tray for Service Job Position: Waiter / Waitress

GUEST SERVICE Room Service trays are correctly laid up with crockery, cutlery, glassware, linen and condiments in accordance with the GUEST’s Skills Development Framework: FSSP3
STANDARD Food or Beverage order. FS21 – Provide a Room Service

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
PERFORMANCE STANDARD
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

TRAY LAYUP The employee must be able to layup the tray with prepared
food or beverage items in accordance with the GUEST’s
order and to the standards laid down.
• The Room Service tray is covered with a fresh linen tray cloth/
covering, clean and without tears or stains.
The Employee must be able to check that the food issued by
the kitchen corresponds with the GUEST’s order and that
• Appropriate cutlery, for the dishes ordered, is wrapped in a clean the quality, presentation and temperature are of a high
folded linen serviette or according to the Hotel’s standard. standard.

• Appropriate glassware and crockery is placed on the Room The Employee is able to serve food using clean and
Service Tray. Glassware and crockery is checked for chips and undamaged crockery with due regard to hygiene.
stains.
The Employee must be knowledgeable on the methods of
• Condiments, including sugar bowls, salt and pepper cruets, etc service and accompaniments for each dish or beverage.
appropriate for the GUEST’s food or beverage order, are placed
on the Room Service Tray. An appropriate tray decoration (flower The employee must be able to prepare beverages or small
in a vase) is placed on the tray (Premier Protea Hotels only). items (i.e. tea, coffee, Milo, milkshakes, sandwiches, salads,
etc) according to the GUEST’s order.
FOOD AND BEVERAGE SERVICE
The employee must be able to operate preparation
• Food items are served at the appropriate temperature and are equipment such as a microwave to heat food, coffee
covered for service (a cloche or similar may be used but direct machines, hot water urns, blenders, etc.
contact with the food must be avoided).

• Beverage items are served at the appropriate temperature and in

the appropriate containers.

• Items that may spill during transportation are secured to prevent

spillage.

• All food items are covered (e.g. milk jugs, salads, etc)
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB15: ROOM SERVICE: Order Delivery Job Position: Waiter / Waitress

Skills Development Framework: FSSP3

Room Service orders are delivered to the GUESTS room, at the appropriate temperature and correctly laid out, within 15 minutes
GUEST SERVICE for beverages and within 30 minutes for a meal, of the order being placed by the GUEST. FS21 – Provide a Room Service
STANDARD
XX10 – Maintain Data in a Computer
System

The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
PERFORMANCE STANDARD importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

DELIVERY
• Delivery is made to GUEST room within 5 minutes of time
promised and within the service times set.
• The Knocking and Entering Procedure is adhered to and the
GUEST is greeted (by name where possible).
Knock three times, "Room Service".
• All food and beverages served covered and at the proper
temperature (hot or cold) with appropriate condiments, cutlery
and crockery.
• The GUEST is asked about tray placement and Service
Attendant offers to pour tea/ coffee/ beverages.
• Further service is offered to the GUEST.
"Is there anything else you require?"
The GUEST must be advised if order will be late.
The Employee must be able to work in a systematic and
thorough manner and be able to work under pressure,
ensuring the Room Service service standards and delivery
times are achieved.
The employee is able to deliver the order to the correct room
within acceptable time limits.
The employee is able to deal with unexpected situations
(e.g. GUESTs not answering the door, requests for items not
on the menu, incorrect orders, etc)
The Employee is able to prepare the GUEST's docket,
operate the paypoint and is able to prepare required Room
Service docket summaries or reports accurately.

• The Room Service docket is presented in a folder, together with

a pen, to the GUEST for signature.
Inform the GUEST that he may telephone Room Service for tray
• The GUEST is informed about tray collection procedure.
collection or may place tray outside Room.

• The GUEST is wished an enjoyable meal and a pleasant day.

 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant
Skills Development Framework: FSSP5
FS04 – Prepare and clear areas for
drink service
GUEST SERVICE The Bar is clean and stocked 15 minutes before scheduled service times with sufficient stocks, at the required temperatures, for FS05 – Clean and Store Glassware
STANDARD full service period. FS07 – Clean and restock drinks
machines/ equipment
FS16 – Maintain kegs and gas cylinders
for use

The employee must be able to prepare drink service areas in a hygienic, proficient and systematic manner. The employee must understand the importance of preparing the
drink service area within determined time frames in order to maximise GUEST satisfaction.
Each Employee must be able to clean and handle glassware in an efficient, hygienic and organised manner. The Employee must understand the importance of preparing the
glassware and cleaning area within the specified time frames.
PERFORMANCE STANDARD
Each Employee must be able to prepare drink machines/equipment in a hygienic, efficient and systematic manner. The Employee must understand the importance of preparing
the drink machines/equipment in accordance with specifications

Each Employee must be able to prepare for use of kegs and gas cylinders. The Employee must be able to check for faults understand the importance of carrying out his
tasks according to specifications.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Requisitions for beverage stocks are timeously made in The employee is able to take a bar stock count and
accordance with the Hotel procedure. complete a beverage requisition form to bring the bar up to
par stock.
• Stocks for bar service are replenished to the required levels and
are stored and correctly arranged for service. The employee is familiar with stock rotation and is able to
pack fridges and storage areas in accordance with stock
• Stock is rotated according to Hotel procedures. rotational requirements.

• Glasses are checked and packed for convenience during service. Glassware is checked for cleanliness and free of chips. Sufficient
The employee is able to complete a stock take form and any
range and quantity is available for service.
other related paper work.
• Drink accompaniments are prepared and stored ready for
service, incl.:-
- ice and water
- food garnishes for drinks
- cordials or minerals or juices
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant

• Service equipment is checked incl:-

- bottle openers and cork screws
- Till rolls and dockets
- measures and pourers and drip trays
- ice buckets and tongs
- knives and chopping boards
- optics
- glassware
- coasters and dripmats
- all electrical equipment for bar service.

• Counters, shelves and refrigerated units are clean and free from
dust. Check public toilets to ensure cleanliness and sufficiently
stocked with toilet paper, paper towels, soap, etc.
• Drink dispensing equipment is in good working order and kegs
filled.

• Bar furniture and counter/ table items are checked, clean and
correctly arranged.

• Signage and promotional material is current, accurate, free from

dirt and correctly displayed.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB17: BAR SERVICE: Drinks Service Job Position: Bar Attendant

Skills Development Framework: FSSP5
FS18 – Provide a drink service for
GUEST SERVICE Drinks and beverages are served to GUESTS, at the appropriate temperature and in the correct glasses, with appropriate mixers, licensed premises
STANDARD promptly and courteously. FS15 – Prepare and serve cocktails
FS14 – Serve bottled wines
XX22 – Operate a payment point and
process payments

The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
PERFORMANCE STANDARD importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• GUESTS are acknowledged, with a verbal greeting, by the Bar
Attendant within 60 seconds .
• Recommendations are made and the GUEST's order is
ascertained. The GUEST's order is repeated and order served
within 2 minutes of order being taken.
• Coasters are placed in front of GUEST before order is served.
Where appropriate, the cocktail list/ wine list is presented open to
the GUEST and recommendations made.
Employee is able to dispense drinks and beverages
according to GUEST's requirements and laid down service
standards.
The employee is knowledgeable of the various types of
drinks and the correct preparation and presentation of such
drinks. Employee is able to maintain high bar service
standards.

• All drinks are served in correct glasses with appropriate
garnishes/ and or accompaniments (i.e. slice of lemon with Gin
and Tonic).
• Bottled drinks/ beverages are poured for the GUEST.
Check glasses clean and polished before serving the order- beer
glasses should be chilled.
Ask the GUEST if you may pour the drink for him/ her.
Employee is able collect payment, operate the till register,
and deal with various payment methods. Employee is able to
complete end of shift reconciliations, float counts and
complete the required control documentation.

• Ashtrays are emptied and cleaned during bar service.

• The GUEST's drinks are replenished when appropriate.

• Payment is accepted and change made and given to GUEST

together with till slip or docket..

• The GUEST is thanked for his/ her patronage when change is

given.
 STANDARDS OF OPERATION AND SERVICE
MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE

FB18: CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms Job Position: Waiter
Skills Development Framework: FSSP1
GUEST SERVICE Conference Rooms are set up as per the GUEST's requirements and the Function Sheet. All equipment is correctly set up and
STANDARD checked prior to the Conference taking place. The Function Room is clean and tables laid to the required standard. FS08 – Prepare, Service and Clear
Function Rooms

Each Employee must be able to prepare Function Rooms for service in an effective, hygienic and organised manner. The Employee must understand the importance of
PERFORMANCE STANDARD preparing the service area within the specified time frames.

GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT √

What must the Employee KNOW/ BE ABLE TO DO)

• Function Sheets are checked to ascertain the GUEST's The employee is able to ascertain the correct room layout,
requirements. seating plan, equipment set-up and other requirements from
the function sheet.
• Carpets and floor coverings are vacuumed and cleaned.
Employee is able to lay up Room in appropriate style,
• Tables and chairs are set up to the required room layout ensuring the cleanliness of linen, crockery, cutlery and
specifications. Chairs are checked that they are clean and free of glassware, in accordance with the service standards,
debris and in good repair. efficiently and with due regard to work flow.

• Tables are laid with the appropriate linen/ coverings. Linen is free Employee is able to assemble various conference
from tears and damage. equipment, incl. audio-visual equipment to the requirements
of the organiser, with due regard to safety and security of
• Glassware, Water Jugs, Cordials etc. are placed on the table in personnel and equipment.
accordance with set procedures

• Corporate stationery, conference pads, pencils, etc are placed on Employee is able to advise GUEST on carvery/ buffet
the table in accordance with set procedures service. The employee is able to serve drinks and food
orders to the standards laid down, and is knowledgeable on
• Flip Charts are free from damage and positioned in a sturdy the methods of service and accompaniments for each dish.
position as per the Function Sheet. Sufficient Flip Chart paper is
available. The employee is able to set up and serve tea/ coffee/
beverages as required and to the laid down standard.
• Sufficient pens are provided for the Flip Chart. Pens are checked
that all are working. The employee is able to take an equipment stock count and
Electrical leads are safely secured or covered.
complete a correct inventory control and records for audio-
• All audio visual equipment is set up according to the Function visual equipment and other conference equipment and
Sheet. Equipment is correctly set and checked to be in correct furniture.
working order. Sufficient extension leads are available for use if
required.

• Function Room lighting is checked, all light bulbs and switches

are in working order.

• Airconditioning controls are checked and set.

• Music/ audio systems are checked.