Saint John

TRAINING ACTIVITY MATRIX

FOOD AND BEVERAGE SERVICES NC II
Venue
Facilities/Tools and
Training Activity Trainee (Workstation/ Date & Time Remarks
Equipment
Area)
Prayer
Recap of Activities
8:00 AM to
All trainees 8:30 AM
Unfreezing Activities
Feedback of Training

Take table reservations

Napkin holders, table/chairs,
Prepare service stations and
Table skirting cloths, Workstation1
equipment
Rectangular table cloths, 16” Prepare the dining
Set up the tables in the dining
x16” Cloth Table napkin, room/restaurant
area
54”X54 table cloth, Dinnerware, area for service
Set the mood/ambiance of the
Cutleries, Glassware
dining area
Welcome and greet guests
Seat the guests
Take food and beverage orders Dinnerware, Cutleries, Workstation 2
Liaise between kitchen and Glassware, service trays, Menu Welcome guests
service areas Folders, Order pads, and take food and
Tables/chairs beverage orders
Know the product
Undertake Suggestive selling
Carry out Upselling strategies
Serve food orders
Assist the diners
Perform banquet or catering food
service
Serve Beverage Orders
Process payments and receipts
Conclude food service and close
down dining area
Manage intoxicated persons
Take and process room service
order
Set up trays and trolleys
Present and serve food and
beverage orders to guests
Present room service account
Clear away room service
equipment
Listen to the complaint
Apologize to the guest
Take proper action on the
complaint
Record complaint
Workstation 3
Menue Promote food and
beverage products
Dinnerware, Cutleries,
Glassware, service trays, Menu
Workstation 4
Folders, Order pads, Water
Provide food and
pitchers, Salt and Pepper
beverage services to
shakers, service trays, Bill
guests
folder/change trays,
Dining/Banquet chairs
Dinnerware, Cutleries,
Glassware, service trays, Menu
Workstation 5
Folders, Order pads, Water
Provide room
pitchers, Salt and Pepper
service
shakers, service trays, Bill
folder/change trays, Plate covers
Workstation 6
Complain forms Recieve and handle
guest5 concerns