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Guests expect a clean and comfortable chair in the restaurant. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To maintain the restaurant cleanliness STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Prepare a jug of hot water, stain remover and some dry towels. 2) Use a dry towel to soak up the spillage. The wet towels are never used first to wipe the affected area as this will cause the stain to s

Guests expect the buffet stations, service cutlery to be all clean and neat, and food supplement is timely. The staff explains the food in a professional and warm manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Maintain the cleanness of the buffet station. Keep a clean wiper to clean the buffet

Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUEST 1) Clean the table Approach table with tray after guest leaves.  Hold the tray with left hand and clear with the free hand. Stack the soiled dishes neatly on the tray to maximize the space.  Do not over stack to prevent accidents and breakages. Clear the napkins

Guest expect the staff to crumb the table for them in a timely and professional manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1)Clean the table Check to ensure that all soiled plates, cutleries and salt and pepper have been cleared from the table after the main course Why should you clean the tab

Guest expect that the salt and pepper shakers are clean, easy to use and set properly. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Collect the shakers Collect all the salt / pepper shakers from the back station. Where can you find the shakers? 2) Separate the shakers Separate and differentiate the s

Guest expect the staff to serve the fresh and hot black tea for them in a timely and professional manner during their breakfast. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time W/ STANDARDS TRAINING QUESTIONS 1) Prepare the kettle for hot water The kettle should be polished, in good condition and without an unpleasant smell. How to check the qua

Guest expect the napkins are clean, in good condition and well folded at the restaurant. Why is this task important for you and our guests? To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) One pile of napkins has to be placed on the worktop. Ensure that the worktop is clean and dry.  Emphasize the importance of hygiene  Why the worktop should be clean and dry? 2)

Guest expect to be thanked for their business and support ( They can easily go somewhere else because there is a wide range of other places They can choose from) and to be requested to come back soon. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To thank guest for coming to make him/her feel good to give us their business It also gives you a last change where the guest might give you direct feedback about his experience befor

Guest expect the staff to process my payment in a professional and timely manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To avoid any wrong charging STEPS HOW/ STANDARDS TRAINING QUESTIONS Payment by cash: Show the bill to the guest discreetly. Check the amount of cash received from the guest. Write the amount receive on the lower left hand corner of the bill. Place bill and cash on

Guest expect the staff to present the correct bill in a professional and timely manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To avoid any complains in the end the service STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Signal to guest that you are aware of their request for the bill. Go to cashier and ask for the updated bill, specifying table number. Check to ensure that the right bill

Guest expect the staff to check their satisfaction professionally and timely in professional English / Bahasa Indonesia during the meal. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To earn the praises from the management STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Walk towards the guests when they can see you coming. Keep a smile and an eye contact during your approach. Approach the guest

Guest expect that the food order is taken in a timely manner by friendly smiling staff and that the promotions or special of the day / restaurant are explained clearly and friendly. Why is this task important for you and our guests? Answers:  To maximize guests satisfaction. To ensure the orders are taken in a timely manner To ensure daily specials are sold by the end of the day STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Observe the guest if is ready for ordering.  Keep a clo

Guest expect the staff to approach their table quietly and serve their drinks in a timely and professional manner. Why is this task important for you and our guests? Answers:  To maximize guests satisfaction. To ensure the guests are quickly attended to without too much disturbance STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Approach the guest. Go to the guest table by carrying the drinks on a tray. Why should the drink be on a tray? 2) Present the drink. Stand by the right si

Guest Expectation: I expect the staff to take my beverage orders correctly in a polite, timely manner and suggest me some specialty or outlet’s signature. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To minimize the wrong orders. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Approach guest's table and check with guest if he / she is ready to order. Say, “May I take your order, sir/madam?"  Gu

Guest Expectation: I expect the staff to present the menu in a courteous and polite manner and inform me about promotional and special menu items. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure higher average check. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1)  Check the menu before presenting it to the guests. The menu must be clean, updated and correct. The papers should be clean a

Guest Expectation: I expect the staff to unfold and place the napkin on my lap in a professional and timely manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To Reflect staff’s image in a 5-star hotel STEPS HOW/ STANDARDS TRAINING QUESTIONS 1)   Stand by the right side of the guest Make your approach felt: “Excuse me, Sir / Madame” or make sure that the guests sees you approaching Why s

Guest Expectation: I expect the staff to arrange me a seat in a friendly, efficient and warm manner without a reservation, offer alternatives if the restaurant is full. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To ensure the guests who without a reservation got the professional service To ensure the alternatives are offered if the restaurant is full STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Greet the guest. Anticipate for

Guest Expectation: I expect the staff to be expecting him/her with their guests and that the reservation is confirmed and possibly I am recognized if I have been here before. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To ensure the guest is recognized upon arrival STEPS HOW/ STANDARDS TRAINING QUESTIONS Ask guests if they have made reservation. Say “Excuse me, Sir / Madam, do you have a reservation?” If you know the guest:

Guest Expectation: I expect the staff to take the reservation in a friendly manner, that the details are taken correctly and to ensure I am thanked for my reservation Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To ensure the guest is not disappointed upon arrival because details are not correct To ensure the restaurant operation can handle the guest volume/business for that meal period so every guest will have a good experie

Guests expect to be greeted in a friendly, timely, and warm manner with a smile and to make the guest feel welcome at the Restaurant or Bar or any other F&B outlet and to acknowledge them by name when they are a returning guest to the establishment. The staff can lead and seat the guest properly and they expect least of preferences when dining. Why is this task important for you and our guests? Answers:  To make the guest feel welcome and acknowledge them as regular guests To