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Telephone Etiquette – a matter of using courtesy and good manners.

1. Anyone who is part of the industry should be trained to use proper telephone etiquette and treat the caller with
courtesy and professionalism. (Top-Flight Service requires training and practice)
2. Regardless of which the department the employee belongs to, all staffs who interacts with the guest using the
telephone needs to understand how to deliver superior guest request.
3. Front desk associates, restaurant staffs, food servers, managers, room service order takers, reservation agents,
etc.… are all in the position to increase the perception of service and drive profits by simply being trained.
4. Follow up training, practice and role play are the important steps to develop and refine your team’s telephone
5. All phone calls should be answered by the third ring. Every time the phone rings beyond the third ring is a
dissatisfaction and agitation level of the caller.
6. The first rule of telephone etiquette is to be polite and speak with a smile in your voice.
7. Answer the calls promptly and with enthusiastic, standardized greeting to establish a positive first impression to
the guest. An energetic, pleasant greeting with a smiling voice will set the tone for the rest of the guest
8. Using the caller’s name is the most valuable tool you can utilize to make the guest feel valuable. (but if you can’t
obtain the guest’s name, using “Sir” or “Ma’am” is acceptable.
9. Avoid placing callers on hold unless you absolutely must do so. When placing the guest on hold, be courteous
and ask if it is OK to do so prior to actually pressing the hold button.
10. Train the staffs to be active listeners. Listen to the caller, absorb the information they are giving you and to ask
the right questions to ensure the caller is serviced quickly and thoroughly
11. Avoid common words and slang such yep, yeah, nope, uh huh, sure, no problem, um, ya know, etc. use polite
words such as please, thank you, absolutely, pardon me, would you prefer, may I offer, etc.
12. Make sure all key information is accurately and properly noted. During the course of the guest interaction, the
following key information typically necessary for restaurant reservations:
a) Guest name
b) Call back number
c) Date and time of call
d) Reservation details
e) Is this reservation for a special occasion?
f) Do you have any special request? (Particular table, specific dietary needs, server, etc.)
g) Do you require directions to the restaurant?

13. When ending a guest call, always stay on the line and only hang up after the guest has done first.
14. Lastly, ensure the telephone is only used only for business purposes.

Taking Reservations in The Restaurant

when guest come to your restaurant, you should treat them as if they are friends visiting your home. Treating
your guest with care and providing an exceptional place for them to enjoy a meal is part of the reason they will come
back to your restaurant again.

Exceptional Quality – good quality of the whole industry; service, food, environment, etc.

Food Quality - Food quality is not only important to the costumers’ impression of the over all restaurant experience, but
it is important for their health as well. Guests’ health should never be compromised.
a) Be sure to follow proper first-in, first-out (FIFO) rotation with all food products.
b) Properly label and date all food products.
c) Never serve food that is expired.
d) Prepare products safety, avoiding cross contamination with dangerous bacteria or cross-contact with allergens.
e) Wash hands before and after handling food products.
f) Prepare and serve foods at proper, safe temperature

Quality Atmosphere – guest should feel the comfort in the restaurant.

a) Make deliberate choices with lighting- consider your concept, and be sure the strength of the lights suits the
tone you wish to portray to your guest.
b) Choose music carefully – make sure the volume of your music is audible but not distracting. Music should help
create the ambience rather than overwhelm it.
c) Decorate Appropriately – decorate your restaurant with a special, unique theme or focal point.
d) Keep the restaurant Spotless – even a quick service restaurant needs to demonstrate a high standard of
cleanliness for costumers to feel good about the quality of food.
e) Maintain the Temperature – maintain a comfortable inside temperature in your building. 70*F is usually
acceptable. Minimize drafts or hot spots from lights as much as possible.

Memorable Service – giving the customers a memorable experience to ensure their next visit.

a) Use respectful titles, such as “sir” and “ma’am.”

b) Be optimistic and speak with a smile.
c) Never interrupt or talk over guests’ conversation if you can help it.
d) Know your menu so you can speak intelligently to educate guests.
e) Listen with respect and care to what the costumer has to say.
f) Be sure you ask question to clarify a costumer’s order if there is any confusion.
g) Be honest and straight forward with costumers at all times, especially if there is a problem.

Answering the phone during a busy situation - when answering the telephone in a busy restaurant, never answer with
“thanks for calling, hold please.” as this immediately belittles the person on the other end.

a) If the phone rings while you are helping another guest, politely ask the guest to excuse you for a moment, and
then answer the phone.
b) After greeting appropriately, let the person on the other line know you will be able to help them momentarily.
c) Finish helping your current guest and come back to the phone within the next minute if possible.

Serving and Clearing Tables/Food - serving etiquette varies depending on the restaurant serving type. The restaurant
types where this matters the most are upscale or fine dinning restaurants. Managers should train their servers in proper
table etiquette if they are unsure of how to proceed in a serving or clearing situation.

a) Serve in Appropriate Order - it is appropriate to serve the guest of honor first, then the female guest then the
males. In less formal restaurants, it is acceptable to simply serve women before men.
b) Serve and Clear Food from the left - servers should serve and clear food from the diner’s left side. Some format
restaurants advise serving with the left hand for these tasks. Serving from the left is best since most dinners are
right handed. Politely excuse yourself if you find that you are interrupting or reaching.
c) Serve and Pour Beverages on The Right – serve and pour beverages on the diner’s right side since that is usually
where the glasses are set on the table.
d) Serve the correct order to each guest – make sure you give the rght order.
e) Never rush a party yo finish - good service extends beyond the meal to the entire length of time the party is
inside the restaurant.
f) Clear All plates at the same time – unless otherwise requested, clear all plates and empty glasses at the same
time before presenting the check.
Speed Service - speed service is an important phrase in most quick service and fast casual restaurants. These restaurants
capitalize on convenience and speed. They often have a speed service goal built into their policies. Speed Service is
integral to a positive dining experience no matter what the restaurant service type is. A guest will likely form
expectations as to how long they should wait for the food, depending on the restaurant. The guest will be annoyed if his
two dollar cheeseburger took ten minutes to serve, but in fine dining restaurant, that guest will probably not get upset if
he has to wait half an hour or more for his entrée.

Caring for upset customers - now and again there are bound to be problems. A costumer may be dissatisfied with his
meal or may find the quality to be below his standards. Sometimes guests will find the need to vent anger or annoyance
before the problem can be resolved. Be sure to train servers the proper way to handle customers complaints.

Prepare Service Stations and Equipments

there are lots of things to consider before a restaurant opens for the guest or costumer, especially at the dining
area which is very visible to the guest. Still, the whole part of the establishment should be prepared to have a smooth
flow of operating services to the guest. As a service staff, there are plenty of task to be done before the service.

1. The restaurant or the whole establishment from the parking area up to the back area is in a state of readiness
before the service station start.
2. The floor or carpet from the door entrance to the dinning area is already clean and dry.
3. The tables and linen are clean. First thing to check is the visibility of cleanliness of the dining area to the guest.
No stains or foul odors should be detected.
4. Tablecloths must be evenly spread on the table. No stains should be seen in it.
5. Chairs are properly arranged according to its position and dust-free.
6. For the table set up, it should be organized and pleasing.
7. The silver is polished and the china and crockery are spotless to be served.

Standard Operating Procedure (SOP) - Is the most important guide for any service operation. It serves as a foundation
of basic step by step instructions to help workers to achieve the efficiency and uniformity of the performance while
reducing any problem such as miscommunication that may lead to the establishment’s failure and also to comply to the
industries regulations.

MIS-EN-PLACE - means putting everything in place or everything in its place. It refers to the set up required before the
operation starts. It is often used in the kitchen staff that refers to organizing and arranging the ingredients. Service staff
do a lot for the set up. A service staff in a lounge or bar is the one that prepare the mis-en-place for chinaware as
trained. It is also his/her task to pick up the washed chinaware from shelves located at the dishwashing area and ,make
sure that is delivered to the polishing area in which there is already a prepared hot water in a stainless steel pot, and
using a chinaware towel to polish it. After the chinaware is being polished, it is delivered to the service stations using

For Glassware

a) Pick up all the wash glassware from the shelves and deliver them to the polishing area by using glass racks.
b) Steam the glasses in/over hot water in a stainless still polish them using glass towels.
c) Check the glasses to make sure it has no chips, scratches, lipstick marks, or any kinds of stains.
d) After checking, hold it by the stem or base with a glass towel.
e) Deliver the sanitized glasses to the service station using appropriate trays

For Flatware such as Spoon, Fork and Knife

a) Pick up and deliver the washed flatware from the dishwashing area to the polishing area using trays or racks.
b) Prepare hot water in a stainless steel pot and put the flatware into it before polishing using a silverware towel.
c) Check the item for any damage, bends or scratches.
d) After polishing, hold with a cleaning towel and deliver to the service station using the appropriate trays.
e) Make sure all flatware is placed neatly in the assigned service station drawer.

Condiments and Sauce Bottle

a) Collect all the sauce bottles and transfer the contents from bottle to bottle until full according to its brand.
b) Wipe the top with a wet clean and the entire bottle if dirty.
c) Prepare hot water in a stainless steel pot and put all the sauce bottle caps into it for about 10 minutes. Wipe
them with a clean wet cloth and polish them with a dry towel.
d) Deliver the bottles to the service station after drying and cleaning.

Salt and Pepper Set

a) Collect all the salt and pepper containers and remove the content to clean the exterior of the containers.
b) Refill with new salt and pepper until 90% full as its capacity.
c) Wipe and polish the caps by checking that holes are clear, and deliver them to the service station after drying
and cleaning.

Napkin Folding

a) Pick up fresh napkins from the linen room before the operation or at an authorized hour.
b) Fold the napkins neatly according to the Manager’s or Supervisor’s instructions.
c) Deliver to the service station after folding.

After sanitizing, fill up the service station and organize the following items according to its designated per rack

1. Waters pitchers should be placed at the top of shelves near the bar counter.
2. Sugar bowls should be placed at the second layer of the condiment shelves or drawer.
3. Sauce bottles should be placed under the sugar bowls shelve layer.
4. Table clothes should be placed under the bar counter drawer.
5. Matches were placed at the top of the condiment drawer or shelve.
6. Flatware should have its own container or shelve beside the bar counter.
7. Toothpick holders should be placed at the top of the condiments drawer.
8. Salt and pepper sets should be placed also at the top of the condiments drawer.
9. Ashtray should be placed at the top of the condiments drawer.
10. Coffee cups should have their own drawer beside the glass racks.
11. Service trays should always be present at the dispatching area or bar counter.
12. Water goblets should be properly placed at glass racks.

How To Clean Restaurant Dining Rooms

1. Collect the cleaning equipment for cleaning the dining room.

2. Prepare the dining room for cleaning.
3. Pick up rubbish lying around the restaurant.
4. Brush and wipe seats and tables.
5. Dust furniture and fixtures.
6. Clean and polish glass.
7. Sweep edges of carpets and hard floor.
8. Clean hard floors.
9. Remove food residue and spills from carpets.
10. Use the carpet sweep on the carpet, or vacuum it as applicable.
11. Clean and store all equipment in the public area storeroom.
Food And Beverage Personnels

1. Waiter - is the person with the most contact with  Carrying out all the service at the
the costumers. He/she deals and interacts with tables with the help of Chef de
the guest from the moment they arrive at the Rang.
restaurant, service throughout the course of 5. Station Waiter (Chef de Rang) - Must be able to
meal, billing process and until the moment they carry out the same work as the station head
leave. And also responsible for the preparation of waiter:
service operation until the closing time. 6. Assistant Station Waiter (Demi Chef de Rang) -
2. Restaurant Manager (Director du restaurant) - This person assists staff in the particular station when
He/she has an overall responsibility for: necessary.
a) The food and beverage service areas from 7. Assistant Waiter (Commis de Rang) - This person
the lounge, floors, grill rooms and acts by instructions from the chef de rang. This
restaurants. person also known as Commis de Suite.
b) Any staff training that may be carried out 8. APPRENTICE (Debarraseur) - Also known as
on/off duty. learner.
c) Setting the standard for service: 9. CARVER (Trancheur) - responsible for the carving
 Constructing the duty rosters, holiday trolley and the carving of joints at the table required.
lists and hours on/off duty so that all 10. WINE WAITER (Sommelier)
the service areas will run efficiently 11. LOUNGE STAFF ( Chef de Salle)
and smoothly. 12. FLOOR WAITER (Chef d’etage)
 All the restaurant service and general 13. Buffet chef (Chef de Buffet)
in charge of all persons connected 14. CASHIERS
with it. 15. BUS BOY (Commis/Runner)
 Making arrangements for banquets
3. Head Waiter (Maitre D’ Hotel) - Has an overall Most of the banqueting staff is engaged on a casual
charge of the staff team in the dining room and basis or temporary occasion except for the banqueting
responsible for: manager and a few other assistants as well as waiters
a) Checking and making sure that all the who are the permanent staff.
duties for the mis-en-place of service are
efficiently done.
b) Taking some orders of the guest if
station waiter is busy or away.
c) Receiving guest and directing them to
their table.
d) Assisting the Restaurant Manager in
compiling duty rosters and holiday list.
e) Taking the duties of a restaurant
manager if he/she is not on duty.
4. Station head waiter (Maitre D’ Hotel de Carre) –
a) Serving a set number of tables from one
sideboard. This set of tables under his
controls is called a station that is usually
has a set of 4-8 tables in 1 station.
 Taking food and wine orders
from hosts that’s why a Station
Head Waiter should have a good
knowledge about food and wine
and also its appropriate type of

An appealing table adds to the enjoyment of a meal. “Table appointments” are the items used to set a table.
You need a “place setting or cover” for each person to set the table. A place setting is all the item each person needs
for eating.


1. Dinnerware (plates, cups, saucers, and bowls);

2. Glassware (glasses of all shapes and sizes);

3. Flatware (fork, spoons, and knives);

4. Napkins

5. Centerpiece; and

6. Placemats or table cloths, optional


1. Dinnerware

bowls, plates, saucers, cups, platters and other serving pieces

2. Flatware

dinner and steak knives, butter; dinner fork, salad/dessert; soup, dessert and teaspoon.

3. Glassware

water goblet, milk and wine glasses, sherbet glass


-is a common name given to breakfast plate, side plates, soup bowls, cereal bowls, dinner plates and dessert

the materials used for dinnerware are china, plastic and ceramics.


Service Plate

-measuring in size from 11 to 14 inches. The service plate is the largest plate.

Before the dinner comes, the service plate is set up in the center of the cover.


the dinner plate is used to present the main course of all meals, formal and informal. It measures from 10.5 to 11.5


the fish plate is a specialized plate about 8 to 9 inches in diameter.


the dessert or salad plate is 7 to 8 inches in diameter.


bread plate is 6 inches in diameter; it is used for serving bread and butter.


saucer is 4 inches and it is under liner for coffee.


maybe used for buffet, russian service and family service.

a. Oval Platter – 16

b. Oval Platter – 14

c. Oval Platter – 12

d. Oval Platter – 10

e. Oval Platter – 9


There are Three Basic Types of Bowls:

1. Soup Bowls (with or without handles)

2. Finger Bowls (to rinse finger tips)

3. Ramekins (to hold solid foods)


There are seven different types of soup bowls:

1. Soup plate

Diameter is approximately 9 to 10 inches, the rim is 1 to 2 inches wide, the depth is up to 1 ½ inches deep, and the
well is 6 to 7 inches across.

The soup bowl is wide, shallow bowl with a flanged rim that is only used for formal dinner set up.


Saucer like shape approximately 6 to 9 inches across only for informal dinning.

Soup cereal bowl is only used for informal meals and used to serve food eaten with a fork (salad or pasta) or
eaten with a spoon soup.

Measuring 5 ¾ to 8 ¾ inches in diameter.

Slightly narrower and deeper than the couple plate and soup plate.


Keep soup hot from kitchen to table.

Table etiquette requires that the guests remove the lid, rest the cover, rim side down, on the side of the
under plate, and replace it before the table is cleared.


Measuring 4 ½ to 5 ½ inches in diameter and 2 ½ inches deep.

It is built to oppose oven temperature, it is also known as an onion soup bowl and used to offer an individual serving
to French onion soup under the broiler to melt cheese.


Measures 4 to 5 inches in diameter and it is used to serve a first course of pureed soup at meals with a light menu.


It is drunk entirely from the cup or sipped from a spoon, one or the other but never both. When bouillon is drunk
from the cup, the cup is held by one or both of the open-loop handles, whichever is more comfortable.


Are 4 inches in diameter by 2 ¼ inches high, a bowl used to rinse the finger tips only, and filled with just enough water
to cover them. Dining etiquette for using a finger bowl to prevent water from over flowing the bowl, the finger tips
are rinsed one hand at a time and wiped on an napkin held low in the lap.


Made to serve baked dishes, composed largely to cheese, milk and cream, such as custard, flan, or crème brulee.


Glasses come in a various shapes and sizes, collecting them all are called Glassware. They add beauty and height to
table setting.

Glassware is made with glass, plastic stainless, and wood. Plastic cups are a good choice for children.


1. Tumbler

2. Footed ware

3. Stemware

4. Mug

A tumbler is a flat-bottomed glass that is basically a bowl without stem or foot. Its sides may be straight, flared or
curved. Various sizes and shapes of tumbler are known by the names of the drinks they are commonly used for:









Refers to a style of glass in which the bowl sits directly on a base or foot. Bowl and base may have a variety of shapes.
Traditional footed glasses include the brandy snifter and certain styles of beer glass.





It includes all glass having all three features- bowl, foot, and stem.






It is usually served for serving beer.


Is a table ware such as sugar bowls, creamers, coffee pots, teapots, soup tureens, hot food covers, water jugs,
platters, and other metal items that go with the dishware on a table. It does not include flatware.

A tureen is a serving dish for foods such as soup or stews, often shaped as a broad, deep, oval vessel with fixed
handles and a low domed cover with a knob or handle.


A large shallow dish, usually elliptical in shape for holding and serving food, especially for meat or fish.


A container, usually with a handle and a spout or lip in which coffee is made or served, or both.


Is a vessel used for steeping tea leaves or an herbal mix in boiling or near boiling water, and for serving resulting
infusion which is called tea.