1、 Banquet - Dinner Service Four Purpose To wish guests a pleasant farewell and properly present the check at the close of a banquet function Start When a guest is departing at the end of a function Materials Accurate event check, check jacket, hotel pen, copies of original check Actions: This is how
2、we do it: 1. Departing Guests Thank the guest upon departure and wish them a pleasant day or evening Use the guest name when known Invite guests to return, using eye contact, smile and positive body language 2. Prepare/Present Check Fill out all checks accurately and total properly Charge client for
3、 the guarantee, or actual number served if higher than the guarantee Calculate gratuity on food and beverage items only; tax not calculated on gratuity or according to state policies Present check to the group contact; and positively and pleasantly inquire as to how the function went Present the che
4、ck in a check jacket Allow the guest to review the charges and resolve any question or concerns that arise Thank guest upon departure 3. Distribute Check Make copies of the original check and distribute to the Catering Director, Food and Beverage Director, Controller and to file Distribute all check
5、s to the appropriate departments nightly Result That a guest is wished a positive and pleasant departure and that the check is presented in a professional manner at the end of a banquet function Task To ensure guest a pleasant farewell and accurate check at the end of a banquet function Standards Ba
6、nquets must maintain a neat, clean and well organized appearance. Buffet foods are fresh and of high quality and are set and ready for service a minimum of 15 minutes and maximum of 20 minutes prior to guest arrival. Buffet food presentation is decorative, imaginative and can be themed. Food must be
7、 maintained at appropriate temperatures as required by law. Cold beverages and juices are chilled at all times. Learners Page Banquet - Dinner Service Four Introduce Yourself, the task, expectations for the learner and how testing is conducted. SALT attributes impacted: Quality of F&B with the Meeti
8、ng, Helpfulness of the Catering/Banquets Staff, Overall Meeting/Convention Experience Demonstrate When To Start and Materials Start the task when a guest is departing as the end of a function. Materials: Accurate event check, check jacket, hotel pen, copies of original check Use job rehearsal to dem
9、onstrate steps and brand attributes to enhance performance Focus learner on what they should notice step by step, including safety. Demonstrate the practical application of each brand attribute for this task. Gracious Honored to be your host; your comfort and well being are our greatest concern. War
10、m, thoughtful, respectful. Engaging A meaningful and personal dialog. Being genuinely interested, respectful and very responsive. Caring Demonstrate attentiveness, thoughtfulness. Team wide anticipatory concern and dependability. Make a Difference A moment of truth, a call to action, raising the bar
11、 on insightful, proactive problem solving. Even small actions have a profound effect. Demonstrate the Result and Task Standards Banquets must maintain a neat, clean and well organized appearance. Buffet foods are fresh and of high quality and are set and ready for service a minimum of 15 minutes and
12、 maximum of 20 minutes prior to guest arrival. Buffet food presentation is decorative, imaginative and can be themed. Food must be maintained at appropriate temperatures as required by law. Cold beverages and juices are chilled at all times. Practice for Skill Learner demonstrates and explains each
13、step in the task during practice. Trainer- Check for errors and correct them immediately, review standards. Task is performed and explained to standard independently of trainer to obtain mastery of skill. Test for knowledge . Q. What do you need to say to the guest upon departure? A. Thank you and w
14、ish them a pleasant day or evening Q. What should you always use when known? A. The guest name Q. How should you invite the guest to return? A. By using eye contact, smiling and positive body language Q. How should checks be filled out and totaled? A. Accurately and properly Q. What should the clien
15、t be charged for? A. The guarantee or actual number served, if higher Q. How must gratuity be calculated? A. On food and beverage charges Q. How should tax be calculated? A. On all items but gratuity and labor charges Q. What must be done when the check is presented? A. Positively and pleasantly inq
16、uire as to how the function went Q. How is the check to be presented? A. In a check jacket with hotel pen Q. What needs to be answered or resolved immediately? A. Questions or problems Q. Who should copies of the check be presented to? A. Catering Director, Food and Beverage Director, Controller and File Follow-up Note: Use the Job Rehearsal as the skill check Task knowledge demonstrated and explained to standard in actual job conditions; observed and approved by manager of department. Department Quiz completed to 100% accuracy Trainers Page
