F&B Service Techniques for waitress and waiters

1. How to Handle Trays?

• All trays must be clean and stain free.
• Never overload or stack up too high.
• Small service tray should be carried with one hand. 
• Big tray must be always carried with two hands.
• Place the left hand under the Center of the tray with fingers spreading out comfortably.
• Heavy, high and hot items must be closed to your body.
• Don’t walk too fast and Always use tray mat or liner for balance.

2. How to Change Ashtrays?

• Ashtrays must be clean. 
• Maximum 2 cigarette butts in the ashtray at any time.
• Do not ask the guest to pick up their lit cigarette so that you may change the ashtray.
• Remove astray from the table if guest is a non – smoker.
• Place one of the clean ashtrays straight on the top of the dirty ashtray while removing.
• Always wash your hands after changing ashtrays.
• Wait until the guest finished the cigarette, then approach, asking politely if they mind you change their ashtray.

3. How to Serve Snacks?

• Snacks are served for very guest who seat for a drink.
• All bar snacks are free of charge and refillable. (depending upon your hotel policy)
• Serve the bar snacks right away when guest seated.
• Quantity of bar snacks differ on the number of guest.
• If bar snacks is with a shell, each bowl should have an empty bowl.
• Always make sure there are enough paper tissues while serving snacks.

4. How to serve Cigars and Cigarette?

• Present cigar tray to the guest, with the cigar menu.
• All cigar and cigarette must be served as per guest order.
• Employees must know what products we sell in the outlet.
• All cigarettes must be served on a BB plate with hotel matches.
• Cigars should be accompanied with cigar ashtray.
• Always offer to light guest cigar or cigarette.
• After the guest chosen cigar, prepare cigar ashtray, cutter and matches.
• Ask the guest if they would like to have cigar cut and lit, And Cut cigar according to the guest preference.
• Light the cigar by using cigar torch or matches and Wave cigar to move lighted embers.

5. How to Handle Telephone in F&B outlets?

• All Telephone calls must be answered before the third ring.
• Always ensure a “smile” in the voice before answering all calls.
• The phone call should be answered as follows:
• “Good Morning / Evening, *(Outlet name). Eric speaking. How may I assist you.”
• If you are attending a guest face to face while the telephone rings, then excuse yourself, answer the telephone and if required ask the caller if you can put them on hold or offer a call back later.
• Always ensure to thank the guest for calling.
• Under no circumstances will a telephone call be answered by asking: “Who is calling?”
• Maintain correct posture while answering the phone.
• Always verify the source of the call by looking at the screen of the phone.
• Always finish the call with “Thank you for calling”