HOW TO TAKE BEVERAGE ORDERS

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: 

1. To maximize the guest satisfaction

2. To keep up 5 star image of the hotel

3. 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?"	Guest should be approached within 3 mins of arrival. Speak in a clear and friendly voice and maintain eye contact.  If you’re not going to make it in 3 mins and extremely busy, alert supervisor to help, OR, acknowledge guest’s existence by greeting, and say, “ Welcome to…, my name is…. I’ll be right with you.”  Be sure you return shortly.	Why should you approach the guest within 3 mins? What should you do if you cannot make it in 3 mins and extremely busy?
2) Try to up sell drinks by saying, "May I suggest our house specialty ...." / "Would you like to try our special today? It is ...."	Always up sell our special / promotion items.Take the orders of the ladies first, followed by the gentlemen. Take the order of the host last. Do not be too insisting	Why should you try to up sell drinks?
3) Write down drink orders quickly and clearly.	Speak clearly and at an appropriate speed.	1.  Why should you speak clearly and at an appropriate speed?
4）Repeat the orders.	Do not push the guest to order.	1.  Why should you repeat the orders?
5) Excuse yourself from the table with a smile

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

Summary questions:

1. Why should you approach the guest within 3 mins?

2. What should you do if you cannot make it in 3 mins and extremely busy?

3. Why should you try to up sell drinks?

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

5. Why should you repeat the orders?