SERVICE TRAINING FOR HOTEL BUSINESS/VILLAS AND VACATION PROPERTIES HOUSEKEEPING DETAIL TRAINING FOR HOUSEKEEPING STAFF IN HOSPITALITY BUSINESS HOW TO HANDLE GUEST/INTOXICATED/RUDE GUESTS HOW TO DO SERVICE SERVING THE FOOD CLEANING THE ROOM METHOD DIFFERENT TYPE OF TABLE SERVICE CLEARANCE ETIQUETTE AND MANNERS

1. HOW TO HANDLE DIFFICULT SITUATION WITH
GUESTS !
How to handle GUEST complaint
1. Listen to guest’s complaint carefully,express your enthusiasm to help.Keep eye contact.
2. Understand the matter. Never argue or interrupt when guest is still explaining.
3. wait until he/she has finished.
4. Analyze the matter wisely.
5. Appologize to guest with good reason,then handle the request in priority if able,even if the
complaintis not concerning your section.
6. Take action until matter is completed.
7. Pass over the information to the HOD/GM immediately,if it is out of your capabilities.
8. Try to make guest feel very comfortable while waiting and allow the guest to cool down.
9. When you see the guest at a later time,greet hm and ask him if everything is fine.
10. Log in follow up book for your colleagues to be aware of the situation.

2. HOW TO HANDLE INTOXICATED GUEST
1. Whisper,talk personally to pursuade him out of the party/public scene,do not talk facing the people.
2. Inform him that he is disturbing the party.Offer him your service.
3. If he does not agree,inform the host(Duty manager)
HOW TO HANDLE GUEST VISITOR :
1. Screen the visitor in a polite way,if there is already advance info from the guest,escort the visitor to the guestroom
2. If not,request the visitor to go with you to the front desk and establish the reason to visit.
3. Offer your help and ask the visitor’s name.
4. Inform the guest by phone,and announce the name of the visitor.
5. If the guest agrees to meet the visitor,escort the visitor to the guest room.
6. When they both meet,offer some services,such as coffee or tea

3. SERVICE
Dining room service from customer’s point of view
• Even ......
A meal that is expertly
prepared can be ruined
if it is not served properly

4. When Dining experience is lack of...

5. How to do service......

6. What customers
expect from
servers....?
• Attentive
• Well organised server
• Available when guest
needs
• Suggestive not aggresive
• Speed of service staff

7. :
• In Planning a menu for their favourite combination
• Servers must be provided list of items on the menu that can be switched to better
accommodate guests
2.
• Good attitude is diifficult to teach
• Good attitude and enjoymentin working are key characterstics
3.
• Guests like to have their needs attended to while dining out - they prefer to treat
themselves by having someone else take care of them
What customers expect from
servers....?

8. 4. Timeliness :
- Guest like to be taken care of in a timely fashion.
- They expect to be greeted at the table,presented with the
menu,have their order taken and their course delivered.
- If there is going to be delay in any part of the service sequence,the
problem should be communicated with the guest as soon as possible
- Timeliness does not mean the guest should be served in rapid
succession.
What customers expect from
servers....?

9. 5. Anticipation
- To anticipate rather than react; to be alert to guest’s needs and potential
problems rather than having to react a problem
- e.g. Guest with infant should assume HIGH CHAIR and server bring it to the
table before the guest has to ask for it.
- e.g. For teh guest who ordered french fried,server should bring KETCHUP to
the table before the food is delivered.
6. Suggestive selling
- Some guests arrive at a restaurant with
- their minds already made up as what they are going to order
- Some make a decison after reviewing the menu
- Some cant decide and need assistance
- Suggesting selling also encourage guest to order accompaniments which
otherwise they might skip.
What customers expect from servers....?

10. ROOM SERVICE ?
Room service is a part of the hotel operations where
they serve food conveniently to their respective guest
rooms by just calling the room service department and
place order for food and drinks.
Room service is a 24 hour service
Duties include checking of mini bars upon check
out,collecting breakfast menus every morning ,sending
food and beverage & room amenities to guest

11. Why Room
Service....
• Can enjoy meals in the
privacy of your own
room.
• Can place order evn at
odd hours.
• Food is delivered to
room,therefore it saves
time.

12. Room service orders
Telephone (Most
Common)
• Interactive TV
systems
• Door knob Menu

13. Taking Room Service Order
1. The Room service order taker answers the calls to Room servce.
2. The telephone must be answered quickly.
3. Greet the guest and introduce the department.
4. Write the order on an order docket as you speak to the guest.
5. Record the room number.
6. Repeat the order to guest.
7. Tell the guest approximate time of deilievery.
8. Enter the order in POS.
9. Distribute the order to the appropriate personnel

14. Serving the Food....
1. Knock the door lightly.
2. Announce yourself (Room
Service)
3. Greet guest warmly
4. Ask if you may enter the room
5. Ask where to set up the order
6. Offer to pour beverage (Bottle
Beverage)
7. Serve the food according to the
guest needs
8. Offer additional assistance
9. Inform Guest about pick up
10.Wish guest an enjoyable meal
11. Thank the guest

15. Clearing the Room...
1. The Room Service order taker is reponsible for controlling
floor service proceedures and for directng staff to clear
rooms and floors.
2.When a room or floor has been cleared after room
service,the room service order -taker must be informed.
3.Floors must be cleared quickly and quietly,but while doing so
staff must ensure that equipment is securely placed so that
it can be moved safely.
4.Once cleared from the floors,unconsumed food and
beverages,food service equipment,trays and trolleys must be
returned to room service via service lift.

16. Advantages of room Service Disadvantages of Room Service
1. Celebrities want their privacy away from
public attention and the media.eating out
attracts attention which does not let the
celebrities enjoy a meal.
2. Some wish to eat their meal in a casual
wear,even in the night clothes.
3. Many cannot start their day unless they
have a cup of tea/coffee as soon as they wake
up
4. Some guests prefer to have private
meetings in their room.
1. Room service food and beverage is more
expensive because of convenience of eating
the room.
2. Guests in hurry are intolerant to delays.
3. The challenge for the hotel is to serve the
food hot.as food is transported from main
kitchen ,food can get cold.
4. Room service meny is limited so that items
can be cooked at all times by cooks on
different shift.

17. Equipments
• Trollies
• Plate warmer
• Ice Machine
• Tea and Coffee trays
• Ice bucket
• Champagne or Wine
trays
• Hot boxes

18. Types of F & B service
There are many different types of food and beverage service types or procedures, but the
major category of the food service is 1) Plate Service, 2) Cart Service, 3) Plater Service,
4) Buffet Service and 5) Family style service.
1. Table Service / What is a Table
service?
• Table service is considered as a border category of service style which consists of English Service,
American Service, Pre plated Service Etc.
• In this type of f&B service, the guest is seated at the table with laid cover and orders from the
menu.
• The guest has to be greeted with an eye contact and a warm welcome.
• The server or waiter should normally address the guest by sir or madam.
• If the server knows the guest name then they should address the guest by their Surname and title.
• Assist the guest in seating as per the number of persons or any special requests.

19. Table Service
While seating the guests the least desirable areas like the tables near to side
stations, kitchen, dishwashing area etc. to be only offered is all other tables
are full.
The menu to be presented after opening to the women first, then the host and
clockwise for other guests.
Special attention to be given to kids.
When serving the guest orders the server or waiter should have a good
understanding of who ordered what dishes.

20. English Service / What is a English Service / Family Style F&B
Service?
• English service requires the food to be placed on large platters or in large bowls.
• These food portions are then delivered to the guest's table by waiters/servers.
• Once the host checks and approves the food the same is placed on the table.
• The guests then pass the food around the table and serve themselves.
• In some cases, the host may also ask the waiter to serve the food.
• This is a common type of F&B service style as the ease of service and waiters shouldn’t
be highly skilled.

21. • The Family style F&B service is easy to implement.
• The servers or waiters shouldn't be that much skilled.
• This type of service also requires little dining area or space.There is a
higher or rapid table turnover rate with this type of service.
• One of the major disadvantages of the family style service is the
difficulty to control the portion sizes.
• This is because the last guest who gets served may not get enough item
if other guest had taken more.]
•
English Service / What is a English Service / Family Style F&B
Service?

22. 3. French Service / What is a French service?
• French Service is a very detailed and highly skilled type of service.
• It is very elaborate and expensive type of service.
• The chefs demonstrate culinary skill, by preparing meals in front of the guests.
• Normally all fine dining restaurants follow this type of service.
• VIP’s and VVIP’s are also given this kind of service style.
• Plated entrees are served from the right, all other courses from the left.

23. • Beverages are served from the right.
• French Service style is very expensive because it involves professional
waiters to the server properly and slowly.
• The ambience and decor of the restaurant are always in high luxury.
• All diners are given the individual attention and they enjoy.
3. French Service / What is a French service?

24. Basic Rules for Service

25. Rule No. 1
Serve women before men.
• In a Company of Men and Women
,the latter should be served
first.An exception would be in the
prescence of children. In this
case,the children would have to
be served first,followed by the
women and lastly,the men.
Basic Rules for Service

26. • Rule No. 2
Serve food from the left side of
the guest with the service person’s
left hand
• This is done to avoid putting the
service person in an awkward
position.
• Serving with right hand may
cause unwanted situation like
blockig guest’s face or hitting
guest with an object
Basic Rules for Service

27. • Rule No. 3
Serve beverages from the guest’s right with the service
person’s right hand.
• The service person must know how to adjust with the left
handed guest
• Since majority of the people are right handed,it is only
logical to sere drinks on the right side of the guest
• Alcohlic beverages should be placed on a cocktail napkin
placed in front of the guest
• To properly serve water,pour water using the right hand with
the left hand folded behind the back
Basic Rules for Service

28. • Rule no. 4
Bring all the guest’s food at
the same time
• All food orders within a table
should be served at the same
time.
• The manager should devise means
for the guests to be served at
the same time.
Basic Rules for Service

29. • Rule no. 5
Remove dirty plates only when
the guests are finished with
their meal.
• Excellent service is synonymous
to a high regard for guests.
• Showing courtesy by waiting for
all the guests to finish their
meals before cleaning up is only
imperative
Basic Rules for Service

30. • Rule No. 6
Nver scrape or stack dirty dishes
on the guest’s table.
• As in the previous item,this act
also reflects disrespect to the
guests.
• Service person should be trained
to clear and clean soiled dishes
and silverware the proper way as
will be discussed in the next item.
Basic Rules for Service

31. Clearing the Table...
Reference video

32. Etiquette and Manners while interacting with our Guest
Facial Expression
• Always smile
• Always maintain an interested and helpful epression
• Maintain eye contact
Distance,Speech and Gestures
• Maintain Distance of atleast 2 feet
• Speak softly and clearly
• Avoid unneccessary movement of hands and facial gestures

33. • Posture
• Stand erect at ease
• Weigh tbalanced on both
feet
• Shoulders straight
• Chest out/stomach in
Etiquette and Manners while interacting with our Guest

34. Etiquette and Manners while interacting with our Guest
HANDS
While standing keep hands on the sides or behind your back.
Do not keep hands in pockets or on the hips
Do not cross arms across the chest
Do not lean against the counter
If the guests are not around ;
• Maintain your poise always
• You may be in view of the guest,even if you are not interacting.
• Do not huddle together in groups

35. Etiquette and Manners
While Walking
PACE IN
CORRIDORS
WHICH SIDE
. Walk at even
pace in guest
areas without
sound of
footsteps.
. Do not run in
guest area.
. If guests are
approaching,get
aside and give
them first right
of way
. If near a
door,open the
door for the guest
to pass through.
. Walk on the left
hand side
. If accompanying
a guest,walk on
his/her right hand
side and open the
door of the guest.
. Walk erect
andmaintain the
poise

36. Etiquette and Manners
While Talking to Colleagues
SPEECH LANGUAGE ON TELEPHONE
. Speak softly and
politely
- In Restaurant
- In corridors
- At reception
counter
. Do not use slang or
abusive language,with
your colleagues.
. Be aware of your
conversation on the
phone.Guests may be
watching or hearing.
. Never shout into the
telephone.
. Do not have long
conversation when
guests are waiting.
. Do not entertain
personal calls,while at
work

37. Etiquette and Manners
COURTEOUS BEHAVIOR
Anticipation
• Anticipate guest’s need :
e.g. - Open the Door for the guest
- Hand him/her a pen
- Light his/her cigarette
- Reach out for the bag, he/she is carrying.

38. Etiquette and Manners
COURTEOUS BEHAVIOR
FAMILARITY WITH THE GUESTS
• Do not get familiar with the guest,even if he treats you lika a friend.
• Remember you relationship with the guest is professional
GUESTS AND COLLEAGUES :
• Treating guests courteously and then turning to colleagues and talking
impolitely,destroys the image.
• Maintain the same finese and politeness.

39. Etiquette and Manners
COURTEOUS BEHAVIOR
GUESTS FROM STAR HOTELS :
• Treat them with as much respect as your regular local guests.
• They are potential guests too.
• Remember “word of mouth” publicity.
BE AWARE OF THE OFFENSIVE HABITS YOU HAVE :
• biting nais
• Picking hair,nose,ear.
• Yawning
• Sneezing/coughing without covering your mouth.
• REFRAIN ATLEAST,WHEN IN GUEST’S VIEW

40. Etiquette and Manners
GENERAL
WHEN ON DUTY
• Handle equipment without bangin.
• Stay calm,Do not get nervous or hurried.
• Do not talk loudly or hold lengthy discussions,in guest areas.
• Do not talk in vernacular,guest will misunderstand.

41. Etiquette and Manners
GENERAL
WHEN WITH THE GUEST
• Do not grumble.he is not intrested in your woes.
• Do not speak poorly about other guest,staff
or department.
• Do not hint or solicit tips.