HOW TO UNFOLD AND PLACE A NAPKIN

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: 

1. To maximize the guest satisfaction

2. To keep up 5 star image of the hotel

3. 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 should you stand by the right side?
2) Remove the napkin from the table and hold it by the edge.	Napkin must be clean, crisp, folded in the standard way and not torn. Straighten the napkin by shaking it gently. (take out the napkin ring first and put inside your uniform pocket if exist)	How to remove the napkin from the table?
3)   Fold napkin into a triangle and place napkin on the guest’s lap gently.	From the right hand side of the guest. Say, “Excuse me, Sir / Madame, may I?” Do not touch the guest unnecessarily Do not surprise the guest by appearing unexpected NOTE: Demonstrate how to fold a napkin into a triangle neatly and how to place it on the guest’s lap.	Why you should not touch the guest unnecessarily?