HOW TO PRESENT THE MENU AND INFORM THE GUEST OF SPECIALTY/PROMOTIONAL ITEMS

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: 

1. To maximize the guest satisfaction

2. To keep up 5 star image of the hotel

3. 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 and crisp without dog ears	How to check the menu?
2) Open up the menu on the first page and hand it to the guest after the guest is seated comfortably. Say "Sir / Madam / (guest's name), may I?"	Approach the guests with the menus. Greet the guests with a smile. Present the menu from the right hand side of the guest. Always present the menu to the ladies first.Smile and speak in a friendly tone.	Why should you approach the guests with smile? How to explain the menu to the guests?
3) Inform the guest about the in-house promotion / specialty. Say "Sir / Madam, this is our chef's specialty of the day / seasonal promotion menu."	Do not be too insisting	Why should you inform the guest about the in-house promotion / specialty?
4）Allow the guest to glance through the menu for a minute. Answer any appropriate questions on pricing, recipes, etc.	Staff must know the recipes and the preparation time of the particular dish / drink.Speak clearly and at an appropriate speed. If necessary, invite the chef to discuss closely with the guest to have a custom and more private dishes that the guest could have	1.  Why should you allow the guests to glance the menu for a minute? 2.  Why should you speak clearly and at an appropriate speed?
6) Excuse yourself from the table with a smile	Let the guest know of yourself, do a brief introduction. “my name is….., I will be your assistant for today/tonight, I will be right back with you when you are ready to order. Thank you”

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. How to check the menu?

2. Why should you approach the guests with smile?

3. How to explain the menu to the guests?

4. Why should you inform the guest about the in-house promotion / specialty?

5. Why should you allow the guests to glance the menu for a minute?

6. Why should you speak clearly and at an appropriate speed?

7. Why should you let the guests know that you will be back to take their orders?