The Basics of Training

Oriental Hospitality Consultants – OrientalHospitality.
com
The Basics Of Training
1. Employee Training
2. What Is A Standard?
3. Advantages Of Training For Employee
4. Advantages Of Professional Training For Management.
5. Step By Step Introduction For Trainee
6. 4 Step Training Method
7. 9 Step Training Method
8. Helping Others Grow
9. Leadership
10. Tasks of A Leader – What Leaders Do
11. Factors For Motivation
12. Ten Laws Of Customer Satisfaction
13. Hygiene Operational Details
14. The Six Golden Service Rules For F&B

Oriental Hospitality Consultants – OrientalHospitality.com
Employee Orientation
Material & Papers:

- Orientation Checklist
- Sop’s
- Job Description
- Rules & Regulations
1. The hiring of a new employee for the hotel is crucial for his/her approach and attitude
towards the company.
2. The orientation of the new employee should be accordingly to his/her responsibilities,
assigned position and organization level.
( Especially supervisors should be informed in detail about their overall
responsibilities )
3. With every new employee, a written contract is issued in 3 copies.
( 1 for employee, 1 for management, 1 for Human Resources )
4. Clear information are given about work schedule, necessary adjustments according to
business volume, lunch/dinner breaks, overtime, split/shift hours.
5. Before signing the contract the employee will be informed about the wages in detail
( gross & net salary, payments, taxes, insurance, overtime pay,
holidays, sick leave, maternity leave, family leave ect.)
6. All new team members are informed about the conditions of accommodation public
transport, offices, hospitals, shops etc.
7. Details about safety regulations, accident prevention and health & sanitation
Guidelines ( employee’s handbook ) are issued to each new employee.
8. Prior to starting work, team members are informed about their possible future
Prospects (training plans, promotions, internal transfer possibilities, salary)
9. Not only material conditions are tipping the balance!
10. Besides the introduction of the direct supervisor, the orientation includes as well the
Director of Human Resources and other Head of Departments.
11. Social attributes like sports events, family days, welfare, special team events
( beach cleaning, local community approach) might be mentioned.
12. Additional social benefits like yearly performance bonus and service charge should
be explained according to company’s regulations.
13. A high staff turnover during pre-opening and grand opening of the property is to be
expected.
14. A thorough introduction into the new employment is of outmost importance for
proper working conditions, safety regulations and accident prevention. The accident
risks in the first half year is about 50% higher compared to the second half.
15. Detailed guidelines and a comprehensive orientation is handed over to the new staff.
16. A copy of the related job description for the assigned employee is issued.
17. Moreover an informal introduction with fellow team members is mandatory.
18. Prior to starting work, the specific assigned desk & office with related department
sections are shown and explained.
19. The new team member is being introduced to the company’s rules and regulations,
mission statement, regulations in case of absenteeism and sickness.
20. In case of any changes of technical, organisational or personal nature the employee
will be informed accordingly.
21. Prior to the introduction of the new employee the team will be informed about the
a) Personality of the new team member
b) Professional background and gathered hospitality experience
c) Assigned responsibilities among the team.
d) Competences after successful introduction period.
22. New employees should get the feeling of being welcomed and that everybody had
been anxious about their arrival. They should be treated as a Human Being and not only
as a “sheer number” among the rest.
23. First impressions and experiences during the first hours of employment, will shape
his/her view and a lasting approach towards work, team effort and company relation.
24. The situation of the new employee ( fear, uncertainty, nervousness, good intentions
hopes, expectations, pride ) will be considered during the introduction.
25. The pre-orientation of the new employees will be decisive for the efforts and future
approach to built a unique relation with the property and company.
26. The introduction of the new team member should not only be based for his/her
responsibilities, but as well regarding the entire team and the cooperate identity.
27. For the assignment of staff the existing team members, age and seniority should not
be forgotten as a vital aspect of influence.
28. It ought to be considered that entering colleagues should be assigned for specific
tasks and responsibilities according to their experience, interests and requests, but as well
due to their intelligence and abilities.
29. The supervisor responsible for the “newcomer” provides a comfortable step-by-step
introduction. Giving him/her time and assistance to fit into the initial probation period.
30. The staff’s experience with their previous supervisor will shape and set their
expectations for the upcoming successor accordingly.
31. Rescue and emergency installations, phones, “pigeon box”, elevators, machines &
utilities shall be explained to the new colleague.
32. After the probation period, it will be analysed by the supervisor whether the colleague
is capable of handling his/her job, ability of adjusting and performing in the team
the execution of set goals and has reached with achievement the average efficiency.
33. Employee’s orientation is not the responsibility of Human Resources alone, but
Should be followed up as well by the direct supervisor to ensure the expected success.
34. The management supports the newcomers against the expectations of their equal
Levelled colleagues and subordinates.
35. Mistakes in human leadership will have lasting emotions and attitudes, which can
only be reduced and eliminated after a long learning period and emotional exercise.
36. During the introduction and probation period the supervisor should control, correct
and follow up the achievements and assignments of the newcomer, whether they stand
in accordance with the company’s business structures, rules and regulations.
37. It is advisable to issue a copy of names of team members with whom the employee
will be working at the assigned section and department.
38. It will be of advantage to have an additional “buddy” assigned besides the direct
supervisor, who will ease and explain further details about the working environment
and responsible department.
39. Prior to the direct orientation, the employee will be introduced to the related
activities with other departments and cooperate structure.
40. The company’s instructions and introductions means “Helping To Learn”

a) Preparation of the new employee according to his/her job descriptions & SOP’s
b) Demonstration and explanation of the step-by-step method
c) Execution and exercise by the employee
d) Evaluation of the instructions
What is a Standard:
 Something set up and established as a rule or

Model for the measure of quality or value.
 The guest comes first
 Consider guest expectations
 Do things right the first time!!!!
 Recognize the needs of the guest and communicate our vision.
 Follow rules and regulations of HI at all times.
 Remember to be the best and not part of the rest!
 To ensure consistency, quality control, management tool, training tool
 Train & exercise your tasks & ask for help if necessary to improve always
 For every 100 guest who complain, 26 others are silent
 Keep up communication between your supervisor and subordinates.
 We hear only from 1 out of 27.
 Those who complain, 91% will never return if nothing is done.
 Every customer who has a complaint will tell 8-16 others.
 It costs 5 times more to attract a new customer than to keep an existing one.
 82% – 95% of complaining customers will return, if something is done to

resolve it.
Advantages of training for employee

 A properly trained colleague is not only worth more for the property, but he / she will be
much more motivated and shows self-confidence.
 Increased professional qualifications results in a higher pay-check.
 With increased interest and suitability there are good chances for promotions.
 The self-confidence gained through proper training provides a feeling of security and
economical independence.
 Improved standard performance and sufficiency is much in relation with satisfaction at

work.
 Only qualified staff can identify themselves with the company’s goals and level of
standards and mission statement.
Advantages of professional training for

management
 The level of performance of staff is improved through proper training and therefore
results in positive approach and willingness of serving the guest in a best possible
fashion.
 The provision of education and training through a optimum of Standard Operation

Procedures leads to improvement of service quality provided by the staff.
 Proper planned training lectures make it easier for employees to handle a proper
Introduction, adjustments and changes of the working environment.
 Besides the improvement of the service product a higher level of service quality will be
gained through occasional “depth training”.
 Proper trained staff usually stay longer with the company and therefore reduces much
fluctuation and labour / training costs.
 From experience, well trained staff are usually less absent or sick.
 Fewer accidents occur at the working sections through detailed on-the-job training of
“prevention of accidents”.
 Qualified training helps prevent wastage, breakage of material and utensils.
 In order to stay competitive with other properties, regular company information and
updates through human resources result in high spirits and motivation.
 Introduction of new technology available will be useful to adjust to changes of

Market trends and competition.
 The top goal must always be the utmost satisfaction of our clients and therefore should
result in an increasing number of repeating guests.
Step By Step Introduction For Trainee

1. Step
Introduction of the trainer
The trainee / staff should know his / her trainer and what position he / she has in the
hotel.
2. Step
Trainer asks the trainee of his / her name or nick name
The trainer should as well know who the trainee is and built a bridge like this already
( “how should I call you” )
3. Step
Shaking Hands
Give the trainee the feeling of friendship, tolerance and relationship, through a proper
handshake the trainee will lose his / her nervousness.
4. Step
Trainer explains the training task
The trainee should know and understand exactly how the task should be executed, in
order
To prevent any misunderstandings or doubts.
5. Step
Trainer points out the importance of the task
The staff should realize, that the task is of utmost importance for the daily execution of
his / her work and responsibility.
6. Step
The trainer assures the trainee of his / her ability as a qualified teacher for the task
section.
The trainer explains that he / she has sufficient knowledge and many years of experience
For the said task section. ( without to much bragging )
7. Step
Trainer guarantees the trainee the successful execution of the task after finishing the
Training lecture.
The trainer assures with simple explanations of the success and motivates the trainee for
the upcoming training tasks.
8. Step
Ask the staff whether he / she is right or left handed.
A “right hander” observes best from the right hand side and therefore should be standing
On the right side of the trainer.
9. Step
Check for the best possible conditions and requirements
Provide proper lightning, temperature, tools, flip chard, etc.
10.Step
And now train !!!
4 Step Training Method

1. Prepare the new staff for his / her duty:
- Arrange for positive and relaxed atmosphere

- Point out the importance of the task.
- Describe briefly the basic steps
- Check on knowledge previously acquired by the trainee
2. Explain and demonstrate the task in small steps:
- Slowly and precise from the beginning

- Split up the task in small steps
- Mention and describer the main points
- Speak in the language of the trainee
3. Let the trainee execute the task and explain in detail:
- Step by step from down from the beginning

- Prevent any mistakes or wrong approach from the beginning
- Observe the trainee attentively
4. Let the trainee practise the task and check the details:
- Give the trainee enough time

- Provoke him / her and ask detailed questions
- Accept errors and assist with proper adjustments
- Motivate the trainee and give him / her self confidence
9 Step Training Method

The Trainer The Trainee
1. Demonstrates and tells ( what ? ) 1. Listens and observes
2. Demonstrates and tells ( what ? )

and explains ( how ? ) 2. Listens and observes
3. Demonstrates and tells ( what ? ) 3. Listens and observes

and explains ( how ? )
and elaborates ( why ? )
4. Demonstrates ( what ? ) 4. Tells, ( what ) the trainer demonstrates
5. Demonstrates ( what ? ) 5. Tells, ( what and how ) it is

and ( how ? ) demonstrated by the trainer
6. Demonstrates ( what ? ) 6. Explains ahead of the trainer

and ( how ? ) ( what ?, how ? and why ? )
7. Listens and observes 7. Explains and demonstrates

( corrects, if necessary ) ( what ? )

( corrects, if necessary, asks questions ) ( what ?, and how ? )

( corrects, if necessary, asks questions ) ( what ? ), explains ( how ? )
elaborates ( why ? )
Helping Others Grow

1. Pygmalion – Expect the best
2. Discover their motivators
3. Build challenging realistic goals
4. Give clear core values & benefits
5. Encourage risk – accept errors
6. Remind of role models of saint & heroes
7. Provide positive reinforcement
8. Built teamwork & group pride
9. Provide empowerment & independence
10. Point beyond yourself & let go
Leadership
Managers Leaders
Practical Visionary
Reasonable Experimental
Decisive Options
Analytical Intuitive
Controlled Spontaneous
Orderly Chaotic
Logical Unpredictable
Mannered Passionate
Develop Create
Knowledge Insight
Systems People
Tasks Of A Leader - What Leaders Do

1. Create Vision
2. Affirm Values
3. Develop Motivation
4. Manage
5. Build Workable Unity
6. Explain & Teach
7. Serve As Symbol
8. Lead By Example
9. Develop & Maintain Trust
10. Represent The Group
11. Select & Develop Talent
12. Renew & Energize
Factors For Motivation

1. Continuous Employment
2. Feeling That Their Real Skills And
Capabilities Are Being Put To Use
3. Real Team Work In The Group
4. Strong Program Of Employee Benefits
5. Real Awards That Are Inherent In The Work
6. Pay Better Than Average
7. Able To Explore New Areas & To Grow As
Much As They Can
8. Fairness In Promotion – Based On
Performance - Promotion From Within
9. Good Working Conditions – Accommodation
Consistent With Position
10. Knowing What Is Going On In The Company
11. Strong Pressure To Accomplish Tasks
12. Mistakes Are Permitted And There Is Little
Chance Being Released
13. Feeling Their Job Is Important
14. Company Policies That Are Known & Fair
15. Knowing What Is Expected Of Them
16. Recognition & Being Told How Well They Are
Doing
17. Sufficient Responsibility & Authority
18. High Standards Of Accomplishments That
They Must Reach For
19. Opportunity For Initiative – No Direct Or
Close Supervision
20. Having A Manager Whom They Respect
Ten Laws Of Customer Satisfaction
1. Recognize your guest
2. Make A Positive First Impression
3. Fulfil You’re Your Guests Expectation’s
4. Reduce Effort Required For Customer
5. Facilitate Customer Decision Making
6. Focus On The Customer’s Perception
7. Avoid Violating Customer’s Unspoken

Time Limits
8. Create Memories Customer’s Want To Recapture
9. Expect Your Customer To Remember Bad

Experiences
10. Put Your Customer In Your Dept
Hygiene Operational Details

Basic law:
Outmost cleanliness is required for the operation of the entire kitchen operation.
Most important factor for the professional hygiene is absolute cleanliness with oneself,
Preparation and handling with all food & beverage ingredients, machinery, applicants
Interior, equipment and operating space, production and service area.
Health is the most valuable asset for oneself. The professional hygiene therefore is most
Important and serves to protect the health and well being of the individual.
For the daily work process and operation in the F&B department and the kitchen it is
Therefore the factor which should be dealt with as priority No.1. Insufficient hygiene
In the kitchen can result in very severe illness and sickness, which as well most of the
Cases results in damaging consequences of the entire hotel ( reputation, loss of business,
Sewage by clients ect)
Personal Hygiene:
The most important action in the kitchen is the washing of hands. Bacteria move from
hand to hand; clean hands and short cut fingernails reduce the risks of transmission.
Therefore it is very crucial to clean & wash hands with warm water and liquid soap
as follows:
- right before scheduled work shift
- after cleaning the noise
- after each use of the toilet
- after the cleaning of vegetable, fruits and vegetables
- after touching raw meats and fish, eggs etc.
- after cleaning and dirty procedures
- after touching unclean equipment and material (packaging, garbage, money, door knob)
- to dry hands with paper tissue, not with commonly used towels, aprons & kitchen towels
- hand contact with delicate food items should be minimized as much as possible; this
applies for products which are not reheated anymore such as: cold platters, salads,
dessert etc.
- the use of hygiene handkerchiefs has to be implemented.
- in case of eczema and open wounds food should not be touched at all.
preventions are hygiene handkerchiefs and plaster, even small scratches
- never taste food products with your fingers ( to many bacteria around )
- there are lot of bacteria in the nasal-mouth area, therefore never cough or sneeze onto
food employees with infection of these areas should stay away from food and food
production
- people with ongoing diarrhea should contact a doctor, as the danger of immediate
transmission of bacteria is obviou
The six golden service rules for F&B

1. Guest Focus
Give the guest what he/she wants
 The guest is reason why we are in business and therefore the guest and his/her needs must be the focus
of everything that we do.
 Never say : “ I’m sorry, that’s not part of our policy.
 If that is the case, then it is truly time to review that policy to meet the guest’s need.
 Whatever the policy or procedures used to handle any situation involving guests should always
be formulated with the guest’s need in mind.
2. Focus on the process as well as the results

React on complaints positively and follow up on it
 How a task is carried out is as important as the final result.

 The step by step approach that we adopt to carry out any task is part of our quality service though the
end result is what most guest experience.
3. Prevention versus inspection

Consistent, prompt & polite recognition
 It is better to prevent set up a situation, whereby little variations in quality takes place rather than to
always be checking for quality.
 The standards and procedures set up to accomplish a task should be “prevention” orientated rather than a
cure.
4. Mobilize expertise
Fast – Sufficient – Greeting – Friendly
 Seeking advise and technical knowledge of those who are expert in a particular field, and help us
maintain quality.
 If you are not sure of handling a delicate situation or service procedure, ask always first your
supervisor
5. Fact based decision making

Check twice
 Whatever decisions we make should be based over on

Hard facts gathered through records or data collected
Over a period of time, rather than a “gut-feeling” approach.
6. Feedback
The best people to ask about quality service is our guest.
 Guests are always willing to tell us what they expect, need and want from us in terms of service and
quality.
 A system of gathering feedback from our guests should be implemented as a constant check on guest
satisfaction.
 THE STAGES OF FOOD HYGIENE TRAINING TABLE
Restauran
Restauran
Restauran
Restauran
Operation
Sous Chef
Housekee
Housekee
Housekee
Housekee
Assistant
Assistant
Assistant
Manager
tManager
Manager
Kitchen
Kitchen
tLeader
Leader
Casual
Casual
t / Bar
/ Bar
/ Bar
t / Bar
Team
Team
Team
Team
Food Hygiene Training
Head
Chef
Chef
ping
ping
ping
s
Food Safety Manual
Hazards Analysis
Essentials Food
Hygiene
"Food for Thought"
Certified Food Hygiene
Intermediate/Advanced
Purchasing Food
Receiving Food
Storing Dry Goods
Storing Chilled Foods
Storing Frozen Foods
Fridge Temperatures
Freezer Temperatures
Food Preparation
Cooking
Hot Food temperatures
Food service
Food Display
Cooling of Food
Re-heating of Food
Cleaning Schedules
Cleaning Techniques
and Standards
Maintenance Standards
Pest Control
Waste Management
Fitness to Work
Food Complaints
Training
Check List For Sanitary Sections
Food & beverage, storage and processing:
1. Fresh ingredients to be stored at 7 C . Outside thermostat installed.
2. Hot soups, sauces etc. keep warm at 60 C. and higher.
3. Puddings, sauces and soups to be cooled down soon after finishing processing.
4. Pork meat to be roasted and prepared well done.
5. Steady new food storage after the principle: FIFO ( first in – first out )
6. No storage directly on the floor.
7. Keep storage areas free of insects and pest.
8. Pest control to be executed on regular basis. ( F&B kept at secure place )
9. No live animals.
10.Ice cream scooper to be kept in running water, cleaned several times daily.
11.Dry brooming prohibited.
12.Slicing machines, butcher machines, fruit & vegetable processors cleaned daily.
13.Meat mincer parts to be kept in fridge over night.
14.Protect food & beverage items from chemicals, pest chemicals, condense water.
15.Distance to be kept between tables/shelving and walls.
16.Daily cleaning schedule to be complied with.
17.Steward cleaning tools stored at proper place.
18.Daily checks on food and beverage items.
Dishwasher machine and stewarding:
1. Check up for the right temperature, appr. 70-80 C for sterilization of water.
2. Step by step cleaning procedure.
3. Enough glass racks on standby for main service hours.
4. Machine to checked regularly for proper handling and maintenance.
5. Enough chinaware, glassware and cutlery on standby for main service hours.
6. Pressure valves to be clean of obstruction.
7. Timing set for washing and sterilization to be enough.
8. Chipped china ware to be removed and listed separately for monthly inventory.
9. Entire machinery to be kept clean and in sanitary condition at all times.
10.Walls and ceilings to be kept clean.
11.Floors and sinks to be kept clean and in proper condition.
Personal Hygiene:
1. Sanitation sinks for washing hands with cold & hot water, soup & paper towel dispenser.
2. Chef hats for everyone. Uniforms to be changed daily
3. No smoking signs in all F&B production areas.
4. Keep hands off from hairs, nails and noses.
General:
1. Locker area to be kept clean and with proper air condition.
2. Garbage disposal containers to be kept clean, covered and cleared daily.
3. Garbage collection/separation area is tiled and hosed down with hot steam on daily basis.
4. Receiving area to be kept clear of pests, shelving & hand sink installed and hosed
Down with hot steam on daily basis.
5. Toilets to be cleaned daily and kept in steady sanitary condition at all times.
Checklist Room Service Dry Run

Yes No Not Apply
Signage:
1. Did you find a hotel information and the room service menu easily visible?
2. Did you see the door knob menu on your pillow ?
Order Taking:
3. Was the phone answered immediately ?
4. Did the order taker greet you ?
5. Did the order taker offer any wine, beverage or cocktail ?
6. Did the order taker recommend any special dish ?
7. Was any special of the day recommended ?
8. Did the order taker mention time of preparation and service ?
9. Was a selection of salad dressings offered ?
Greeting & Appearance:
10. Did the waiter greet you politely while entering the room ?
11. Was the waiter well groomed ?
12. Was his / her uniform clean and in good condition ?
13. Did his / her general appearance appeal to you ?
Service:
14. Was the chinaware clean and not chipped ?
15. Was the cutlery polished ?
16. Where the glasses clean and not chipped ?
17. Was salt & pepper served ?
18. Was the breadbasket in order and served with a clean napkin ?
Service Procedure:
19. Did the waiter serve your order within the given time frame ?
20. Did the waiter serve your order complete with all items included ?
21. Did the waiter serve fresh bread and chilled butter ?
22. Did the waiter bring the correct salad dressing.
23. Where the hot food items covered with a cloche ?
23. Did the waiter offer to open your ordered bottles ?
24. Was the bill properly written and correctly dated ?
25. Did the waiter offer his / her farewell and showed politely gratitude ?
26. Did the service in general meet your expectations ?
Food Quality:
27. Was the appetizer tasty and presented well ?
28. Was the hot soup served hot and cold soup chilled ?
29. Was the main course presented well ?
30. Was the meat prepared according to your order and liking ?
31. Was the salad fresh and well selected ?
32. Did the dessert presentation meet your expectations ?
33. Did the waiter serve the coffee / tea hot ?
34. Did you get a nice selection of jam & marmalade ?
35. Did you receive at least 4 kind of bread and hot toast ?
36. Did the waiter properly follow up on your complaint ?

General Comments:
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Guest Name: ____________________________ Checked By: ______________________________
Room No.: _____________________________ Points: _______________________________
Date : _____________________________ Supervisor: _______________________________

Checklist Room Service Dry Run

Yes No Not Apply
Signage:
37. Did you find any hotel information and the room service menu easily visible?
38. Did you see the door knob menu on your pillow ?
Order Taking:
39. Was the phone answered immediately ?
40. Did the order taker greet you ?
41. Did the order taker offer any wine, beverage or cocktail ?
42. Did the order taker recommend any special dish ?
43. Was any special of the day recommended ?
44. Did the order taker mention time of preparation and service ?
45. Was a selection of salad dressings offered ?
Greeting & Appearance:
46. Did the waiter greet you politely while entering the room ?
47. Was the waiter well groomed ?
48. Was his / her uniform clean and in good condition ?
49. Did his / her general appearance appeal to you ?
Service:
50. Was the chinaware clean and not chipped ?
51. Was the cutlery polished ?
52. Where the glasses clean and not chipped ?
53. Was salt & pepper served ?
54. Was the breadbasket in order and served with a clean napkin ?
Service Procedure:
55. Did the waiter serve your order within the given time frame ?
56. Did the waiter serve your order complete with all items included ?
57. Did the waiter serve fresh bread and chilled butter ?
58. Did the waiter bring the correct salad dressing.
23. Where the hot food items covered with a cloche ?
59. Did the waiter offer to open your ordered bottles ?
60. Was the bill properly written and correctly dated ?
61. Did the waiter offer his / her farewell and showed politely gratitude ?
62. Did the service in general meet your expectations ?
Food Quality:
63. Was the appetizer tasty and presented well ?
64. Was the hot soup served hot and cold soup chilled ?
65. Was the main course presented well ?
66. Was the meat prepared according to your order and liking ?
67. Was the salad fresh and well selected ?
68. Did the dessert presentation meet your expectations ?
69. Did the waiter serve the coffee / tea hot ?
70. Did you get a nice selection of jam & marmalade ?
71. Did you receive at least 4 kind of bread and hot toast ?
72. Did the waiter properly follow up on your complaint ?

General Comments:
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Guest Name: ____________________________ Checked By: ____________________________
Outlet: ____________________________ Points: ______________________________
Date : _____________________________ Acknowledged By Supervisor: ______________

Questions for selection of cash register

1. What kind of computer/control systems can be connected with CR?
2. Are the programs offered appropriate for the property/outlet?
3. Are certain program changes included in the purchase?
4. What kind of guarantee is given by different suppliers?
5. Is there customer service as well on holidays/weekends?
6. Are service, staff training and program manuals included in purchase?
7. How many days of staff training are needed prior to the operation?
8. How much time and manpower can be saved with this equipment?
9. Where and at which operation can same/similar equipment be seen?
10. What are the details for purchase and rent of equipment?
11. How many service days are guaranteed by supplier?
12. Is the purchase in relation with the expected revenue of outlet?
13.Is it possible to change the equipment within 2 years if a new product
comes on the market?
Resort & Spa Pool Service Checklist Date:

_______ to _______
TIME TASK MON TUES WED THU FR

08:00 Engineering Dept deep cleans pool
09:00 Pool area clean and neatly set up, umbrellas open
10:00 Offer Cold towel
10:05 Collect cold towel
10:30 Clean Sunglasses and offer Spritzer
11:00 Offer fresh cut fruit (e.g. pineapple or
watermelon)
11:30 Clean sunglasses and offer Spritzer
12:00 Cold towel and present lunch menus
12:30 Clean Sunglasses and offer Spritzer
13:00 Offer Fresh fruit (different from a.m. fruit)
14:30 Offer Sorbet of the day
15:00 Clean sunglasses and offer Spritzer
Phrases to use: Tasks to Carry out each time we make
rounds:
“Would you like a cold towel sir / madam?” Hand out cold face towels and pool towels to
guests
“May I collect your glass sir/madam?” Check and remove trash, pick up dirty towels,
refill ice
“May I collect your towel sir / madam?” Check for Beads for DnD
“Can we offer you some fresh fruit/a sorbet sir / madam?” Bring out arrange towels for guests arriving
“Would you like me to clean your sunglasses sir / madam?” Fold robes, arrange towels for guests &
bookmark open books
“May I offer you a refreshing Spritzer spray sir/madam?” Ask guests if they want food and/or drinks,
refill ice
Offer guests Spitzer Sprays
Ensure neatness & cleanliness of pool area
Offer to move umbrellas for guest wanting
more shade
OUTSIDE CATERING CHECKLIST

*********************************
GAS AND BURNER ORDER/YES
DRY ICE ORDER/YES
COOLING BOX
COOKING TROLLEY
SPARE BURNERS
FUEL PASTE
APRONS
HATS
GLOVES
FIRE BLANKET
FIRE EXTINGUISHER
1.AID BOX
CUTTING BOARDS
KNIFES
COFFEE
TEA
LEMON
INTERDEPARTMENTAL COMMUNICATION
DEPARTMENT INFORMATION NEEDED FROM FRONT OFFICE
MARKETING AND SALES GUEST HISTORY,RESERVATIONS, FIRST IMPRESSIONS

RELAYING MESSAGES, GU EST FUNCTION INFORMATION
HOUSEKEEPING ROOM STATUS,POTENTIAL HOUSE COUNT, SECURITY

CONCERNS, REQUESTS FOR AMENITIES & SUPPLIES
FOOD & BEVERAGE RELAYING MESSAGES, ACCURATE VOUCHER INFORMATION

POSTING OF CHARGES TO GUESTS ACCOUNTS, PREDICTED
HOUSE COUNTS, PAID-OUTS
BANQUET INFORMATION ON SCHEDULED EVENTS, PROCESS OF

PAYMENT OF GUEST CHARGES FOR SCHEDULED EVENTS
PREPARATION OF DAILY FUNCTION BOARD AND MARQUEE
PUBLIC COMUNICATION POST
CONTROLLER DAILY SUMMARY OF FINANCIAL TRANSACTIONS,

FINANCIAL DATA FOR BILLING, CREDIT CARD LEDGERS
MAINTENANCE ROOM STATUS AND GUEST REQUESTS FOR MAINTENANCE

SERVICE
SECURITY FIRE SAFETY, EMERGENCY COMMUNICATION INFORMATION

INVESTIGATION OF SECURITY CONCERNS
HUMAN RESOURCES INITIAL POINT OF CONTACTAND SCREENING FOR

POTENTIAL EMPLOYEES
Food and Beverage Ratios

1.Optimal service hours: ~ Details of service capacity of property
= Days of the year, 365 and outlets
- Closed operation/ renovation ~ Connection of outlet capacity during
- Government holidays service hours
2. Employment level: ~ Capacity & potential of restaurant seats

= Number of served dishes during main service hours
Number of seats x opening hours ~ Comparison with optimal planned
Level of employment
3. Revenue per employee: ~ Revenue performance per full time

= Total revenue F&B ( casuals according to working hours )
Number of F&B employees
4. Revenue per seat (or qm per sales area) ~ Capacity & utilization of outlet
= Revenue of restaurants & bars ~ Price scale of restaurant
Number of occupied seats of
Restaurants & bars
5. Restaurant seats per employee: ~ Performance utilization of employee

= Number of restaurant seats ~ Service scale of outlet
Number service manpower
6. Seating frequency:
= Occupied seats x 100 ~ Duration & time spent of guests
Seating capacity x service hours ~ Standard of service
7. Guest turnover per meal period:

= Number of guests per meal period ~ Turnover of visiting guests for
Seat capacity various meal periods
8. Bestselling items ( in %):

= Number of sold dishes x 100 ~ For revision of menu, sales analysis
Total number of served guests ~ Prevent over-production, potential of staff
9. Average food revenue per dish:

= Food revenue (3 main meal periods) ~ Spending power of guests, dish
preference
Number of served dishes (3 main m.p) ~ Price scale for various meal periods
10. Ratio of food & beverage revenue (in %):

= Beverage revenue x 100 ~ How is beverage revenue promoted
Food revenue ~ Results of up selling for beverage items
11. Stock of food mice en place:

= Opening stock ~ Control of stock inventory
+ Addition of received items ~ Comparison of par stock & actual items
- Issued food items
12. Inventory average per month:

= (Opening stock + closing stock) ~ Timeframe, Interest, value of stock items
2 ~ Revenue/turnover capacity of store items
13. Food cost % food & beverage:

= Total cost of food/beverage x 100 ~ Calculation of sales price
Net revenue of food/beverage ~ Product selection & production
14. Kitchen net profit:

= Kitchen revenue (net) – surrounding costs ~ Profitability of operation sections
Kitchen breakeven point:

= Net profit x 100
Total consumption food
15. Operation ratios for restaurants:

Restaurant service per meal period: ~ Manpower adjustment for variable
= Number of served meals (B,L,D) business volume
Chefs & service staff on duty
Kitchen production:
= Number of served meals ~ Assigned manpower efficiency
Chefs on duty
Stewarding: ~ Planning and adjustment of duty

roster
= Number of served meals
Operation hours of dishwashing machine
Bars:
= Beverage revenue
Bartenders on duty
Room service:
= Number of individual bills
Waiters on duty
Banquet & catering:
= Number of served guests per function
Banquet waiters on duty
Food and Beverage Policy
Headlines: Details:
Hotel: Country, city and name of hotel
Name: Name of the restaurant/bar/outlet
Location: Marking of property & description
Concept: Basic concept & theme of outlet
Marketing Focus: - Details of market share of outlet
- Sales approach: blitz, list of marketing tools

( signs extern/intern, commercials, adds,
posters, web, media, TV, flyers, PR details)
Seating Capacity: - Numbers of seats, table details ( 2-4 )
couches
- Seating plan
Interior Selection: - Description and list of furniture:

( chairs, tables, service counters, closets)
- Photos of furniture & design, upholstery
Special Additions: - Description of service tools:

( Grill-preparation counter, buffet set up,
Coffee machines, fish basin ect. )
Music & Entertainment: - Explanation of audio/video/TV arrangements
Decoration: - Kind of display and special feature of outlet
Seating Capacity: - Seating ratio and turnover figures

Proposed F&B Sales: - Cost/sales ratio & % of food and beverage
Service Staff: - Numbers & % of employees per outlet
Gross/Net Profit: - Expected sales and profits in numbers & %
Menus & Drink Lists: - Description of menu selection:

( design, lamination, size, pages, format )
Menu Description: - Menu divided into sections

- Numbers of dishes per section
- Numbers of required menus
- Translation of menus in various languages
- Description of dishes & presentation
Service Counters: - Location of diverse food/beverage pick up
Beverage: - Listings of beverage offered:

( Wines, spirits, liquors, coffee, tea, juices )
- List of imported beverage
- Presentation & description of cocktails
Staff Guidelines: - Minimum & Maximum numbers of staff

- Working hours, working days per week
- Government holidays, vacation
- SOP’s & job descriptions, schedules
Uniform: - Description of uniforms for various

positions
- Number of uniforms
- Handling and responsibility by individual
Service: - Daily mice en place for restaurant

- Standard table set up with decoration
- Service procedures starting from greeting
the guest to payment of bill and farewell
- Service procedures for various dishes
- Service for regular guests

- Service for groups / children
- Flambees and carving procedures
- Division of assigned service stations
- Guidelines for pick up & clearing of F&B
- Decoration as flowers, plants, food display
lightning and candles
Service Material: - Par stock of table linen, napkins ect

- Chinaware, ashtray, wine/champagne
cooler
- Glassware, various cutlery
- Bread basket, pepper/salt, sugar,
toothpick
- Service of condiments: mustard, ketchup
ect
- Standard mice en place for stations w.
photo
- Reception desk with phone, log book,
reservation cards, reservation book
Control procedures: - Step by step guideline for cash &

cheques
For waiters and bartenders, cashiers
- Procedure for laundry requirements
- Procedure for ordering, inter transfers
Cleaning procedures: - Daily restaurant cleaning time table

With in accordance with housekeeping
- Weekly cleaning schedule
- Cleaning of stations, condiments
Pre-opening Checklist
F&B Office:
1. Is the F&B office ready for moving in? F&B meeting area set up?
2. Engineering details have been followed up?
3. Office interior ready: Computer, phone lines, furniture, filing cabinets, desks,
shelving, key box for all outlets?
4. Is the basic file system ready?
5. All business papers, letterheads, local business contact, stationary on hand?
Banquet & Catering:

6. Individual names for each and partitioned function room
7. Policies
8. Pricing structure, discount and credit policies
9. BQ forecast
10. BQ Sales contact log
11. BQ Tracing for files
12. BQ Sales reader files
13. BQ classification of catering event
14. BQ Sales daily guarantee sheet
15. BQ Sales inquiry follow-up
16. BQ Sales function sheet (discussed with Chef)
17. BQ Filing system
18. BQ Lost business report
19. BQ Operation meeting
20. BQ Sales weekly meeting
21. BQ Contract agreement
22. BQ & Meeting folder
23. BQ Menu proposals, pricing structure & folder
24. Layout sample of function set-up
25. Selection & storage of decoration
26. Theater style, classroom, cocktail, buffet and dinner set-up
27. Rental of rooms, equipment, video/conference equipment confirmed
28. Price list for individual add-on
29. Standard operation form
30. Wedding brochure
31. Contact address of all embassies and initial sales-business contacts
32. Banquet & Catering organization chart
33. Floral decoration portfolio and standard package
34. Deposit system
35. Duty roster
36. Indication of banqueting materials
37. Inventory system ( par stock of non food & meeting materials )
38. Meeting checklists AM – PM
39. Conference package, full & half day
40. Size, storage and availability of mobile stage
41. Check of all electronic, lighting, curtain, audio & stereo equipment w.
engineering
42. Client meeting room
43. Outside catering system & checklist
44. Training manual
45. Beverage list & package
46. Local holidays and embassy holidays
Competition Check:
47. Possible prime staff recruitment
48. Analysis of major competitors
49. Updated banquet, catering and restaurant menus on hand
50. Latest PR and media/newspaper editions of competition on file
51. Upcoming new Hotels & Restaurants in the near future
52. Restaurant shopping with Sales, Supervisors and Chef
Human Resources:
53. Comparison and salary range of major competitor
54. Detailed staff and manpower list finalized
55. Staff schedules for all restaurants and bars set
56. Salary range for all F&B staff approved by GM & Comptroller
57. Staff orientation and hotel/property booklet finished
58. Training program & schedule with HR confirmed
59. All staff uniform selected and par stock numbers ordered
60. Job descriptions and SOP’s finalized
Purchasing:
61. Daily follow-up meeting with purchasing manager
62. FFe list and all equipment for order from overseas given
63. Local supplier list on hand, for food, beverage, equipment, décor, stationary
64. Market analysis and tender of various suppliers on hand
65. Chef’s daily market list confirmed and in stock
66. Sales contract document finalized

67. Specifications and samples of food and beverage products ordered
Receiving:
68. Product receipts, receiving diary, computer on hand
69. Official approved scales ( 2-3 different size ) purchased
70. Proper shelving and trolleys on standby
71. Sanitary details like sink and water/steam hose with hot & cold water ready
Kitchen:
72. All blueprints checked by chef on location, area size & maneuvering
73. Heavy equipment checked (import & local) on specification
74. All FFEE machinery, tools, chinaware confirmed, equipment manuals on file
75. Location of recipe/picture/banquet/info boards confirmed
76. Location of printer of sales confirmed
77. Location, size, furniture, equipment, key box, computer of Chef’s office
confirmed
78. All recipe and picture cards finalized and costed
79. All walking fridges, shelves, storage for equipment, food & steward allocated
80. Sinks equipped with soap & towel dispensers
81. Production and mice en place list for all sections finalized
Stewarding:
82. Allocation plan & storage for all chinaware, glassware, cutlery, silverware,
tableware
Banquet equipment, chaffing dishes, chemicals etc. finalized
83. Par stock of all FFEE, chinaware, glassware, cutlery for all outlets done
84. All Service & Maintenance contracts confirmed
85. All chemicals quoted and ordered
86. All mice en place lists for F&B outlets finalized
87. Box and computer file on all equipment finalized
88. Monthly, weekly & daily schedule for all equipment, silver, kitchen area
89. Schedule and contract on disposal of separated garbage, glass, paper, wet;
done
90. Are all glass, silver and dishwasher machines checked on spare parts & tested
91. Are sufficient garbage bins for separating wet and dry on hand
92. Are ice machines checked and tested on temperature
93. Enough trolleys, shelving and storage cabinets on site
94. Best circulation of all equipment, china & glassware figured out
Restaurants & Bars:
95. Has the cashier & control system been identified .
96. Are guest bills, order files, reservation cards on hand
97. Logbook and guest history finalized
98. Checklists for mice en place, storage, cleaning procedures
99. Service & order procedures, appreviations agreed with Chef
100. Service mice en place/condiments/amenities/cutlery/chinaware for stations
set up
101. Selection of newspapers finalized
102. Selection of easy listening music finalized
103. Guest reception desk set with phone line
104. Sop’s, schedules shifts, daily meetings by restaurant supervisors implemented
105. Cleaning schedule with Chief Steward agreed
106. F&B promotion plan with Chef in process
107. Master beverage list finalized
108. All beverage stock lists, bar utensils, recipes, order forms, transfers on hand
109. Service bar checked on equipment, ice dispenser, utensils, fridges, locks
110. All food & beverage/drink lists printed in English & local language
Employee’s Restaurant:
112. Weekly menu cycle finalized by Chef
113. Furniture tables, chairs, cutlery, chinaware, glasses, plants, pictures, info board
114. Service & pick up procedures agreed on
115. Opening, service & cleaning hours agreed on
116. Staff selection and training finalized
F&B store rooms:

117. Stores and walk in fridges for food and beverage allocated
118. Shelving, temperature control, locks, trolleys on hand
119. Freezer & fridge temperature control lists finalized
120. Order forms, transfers, inventory forms printed, food/beverage lists on hand
121. Store file/computer implemented
Check List For Service Standards In F&B
Advertisement:
- Have ads/posters/flyers been issued and allocated for all restaurants, bars
Night club, gourmet corner etc.?
Interior:
- How was the general impression of the outlet?
- Were chairs and sofas comfortable?
- Did the lightning match with the time of the day?
Entertainment:
- Was background music available?
- How was the volume?
- Were the songs/music appropriate to the restaurant?
- How was the volume level?
Cleanliness:
- Did the restaurant /bar look clean and organized?
- How was the room temperature/ air condition set?
- Was the carpet and furniture clear of dust and minor waste particles?
- Did walls/pictures and lightning equipment look clean?
- Was lightning equipment properly working?
Ordering procedure:
- Was an aperitif offered?
- Was the menu/beverage list offered promptly?
- Was the waiter helpful in explaining about various dishes, specials?
- Did the headwaiter offer you the wine list?
- Did the headwaiter suggest any special wines/champagne?
- Was the order taker sufficient in taking your order, was the order repeated?
- Did any up selling take place, dessert and/or digestive offered?
- Was any daily newspaper offered?
- Was the children menu offered?
Table set up:

- How was the general impression of the table offered ?
- Were the napkins ironed and properly folded?
- How was the buffet set up ( tent cards, décor, heating level, choice of dishes ) ?
- Were toothpicks and matches available?
Chinaware and cutlery:

- Was the chinaware clean and not chipped?
- Were the glasses clean and in order?
- Was the cutlery polished and properly arranged?
- Were salt/pepper, mustard and condiments available?
- Was the service station clean and neatly arranged, even during main service hours?
- Did the cutlery match with the corresponding china ware?
Service procedures:
- Was the service staff helpful in guiding you to your seat?
- Were the beverages served at the right temperatures?
- Was ice water served?
- Did the waitress offer any coffee/tea?
- Was the beverage served in the right glass?
- Did they remove empty glasses before serving the dishes?
- Did they offer wine before the main course?
- Was the wine offered for testing for the host?
- Was a second bottle of wine offered?
- Did they serve butter and breadbasket?
- Did they serve the lady or VIP first?
- Did the service staff behave in a polite & proper manner?
- Was the service up to standard?
- Was the table cleaned and redecorated?
- Did they serve hot main course plates?
- Did they offer the right sauces, mustard and condiments?
- Was a steak knife offered with the steak?
- Did they remove salt & pepper before serving dessert?
- Was the ashtray repeatingly changed?
- Did they remove empty wine glasses?
- Did they serve milk, sugar and cookies with your coffee?
- Did you have the impression the service was handled at ease?
Service staff:
- Was the staff on standby and alert at all times?
- Did they chat with each other or hang around in groups?
- Was the telephone call answered promptly?
- Was the reservation handled according to your expectations?
- Was the staff properly groomed and make up applied tastefully.
- Did they were clean uniforms?
Welcome & farewell:

- Did the headwaiter welcome you personally?
- Did they help with your coat/jacket ?
- Did they offer and accompany you to your seat?
- Was the service staff polite?
- Was the chair removed for you before sitting down?
- Did they bid you farewell?
Quality of food & beverage:

- Did the butter and bread taste fresh?
- Did the appetizer look fresh and acceptable?
- Was the soup hot and tasty?
- Was the main course appetizing and nicely garnished?
- Was the salad fresh and of multiple choice?
- Was the salad dressing tasty?
- Was the bread selection fresh and enough?
- Was the dessert tasty and nicely decorated?
- Did you have to wait long for your bill?
Various:
- Was the bill without error?
- Did anybody follow up on your complaint immediately?
- Were the menus clean and in proper condition?
- Were the toilets/mirror/sinks/floor clean and soap & towels available?
Check List For Sanitary Sections
Food & beverage, storage and processing:
19.Fresh ingredients to be stored at 7 C . Outside thermostat installed.

20.Hot soups, sauces etc. keep warm at 60 C. and higher.
21.Puddings, sauces and soups to be cooled down soon after finishing processing.
22.Pork meat to be roasted and prepared well done.
23.Steady new food storage after the principle: FIFO ( first in – first out )
24.No storage directly on the floor.
25.Keep storage areas free of insects and pest.
26.Pest control to be executed on regular basis. ( F&B kept at secure place )
27.No live animals.
28.Ice cream scooper to be kept in running water, cleaned several times daily.
29.Dry brooming prohibited.
30.Slicing machines, butcher machines, fruit & vegetable processors cleaned daily.
31.Meat mincer parts to be kept in fridge over night.
32.Protect food & beverage items from chemicals, pest chemicals, condense water.
33.Distance to be kept between tables/shelving and walls.
34.Daily cleaning schedule to be complied with.
35.Steward cleaning tools stored at proper place.
36.Daily checks on food and beverage items.
Dishwasher machine and stewarding:
12.Check up for the right temperature, appr. 70-80 C for sterilization of water.
13.Step by step cleaning procedure.
14.Enough glass racks on standby for main service hours.
15.Machine to checked regularly for proper handling and maintenance.
16.Enough chinaware, glassware and cutlery on standby for main service hours.
17.Pressure valves to be clean of obstruction.
18.Timing set for washing and sterilization to be enough.
19.Chipped china ware to be removed and listed separately for monthly inventory.
20.Entire machinery to be kept clean and in sanitary condition at all times.
21.Walls and ceilings to be kept clean.
22.Floors and sinks to be kept clean and in proper condition.
Personal Hygiene:
5. Sanitation sinks for washing hands with cold & hot water, soup & paper towel dispenser.
6. Chef hats for everyone.
7. No smoking signs in all F&B production areas.
8. Keep hands off from hairs, nails and noses.
9. Uniforms to be changed daily.
General:
6. Locker area to be kept clean and with proper air condition.

7. Garbage disposal containers to be kept clean, covered and cleared daily.
8. Garbage collection/separation area is tiled and hosed down with hot steam on daily basis.
9. Receiving area to be kept clear of pests, shelving & hand sink installed and hosed
Down with hot steam on daily basis.
10.Toilets to be cleaned daily and kept in steady sanitary condition at all times.
Check List For F&B Promotions
Contact procedures: Embassy of selected country

Travel agents
Offices for major airlines
Tour agencies
Various Hotels 5 star/ LHW
Collection of material: Flyers, logos, photos, décor material, posters

Various menus and drink lists
Menu proposals,
Timeframe & number staff required
Decoration for outlet
Uniform requirements
Entertainment: live music, audio, video, CD’s
Contract Details: Details for payment, staff salary, room and board, laundry
Custom procedures, overweight details, tickets,
transportation
Promotion details, time frame, F&B quantity list
Chosen currency
Visa requirements, insurance
Profit & Loss Forecast: Expected number of visiting guests per day
Average consumption, net revenue per day/length of prom.
Ratio in % for food and beverage total revenue
Compared revenue of to date last year, without prom.
Extra expenditure for staff, decoration, entertainment
And VIP promotions
Other additional costs deducted from gross revenue
Promotion plan & gross profit & loss to be approved by GM
Promotion & PR: Advertisement in local newspaper, magazines

Size, photos, artwork, time frame to be agreed on
Ads for in-house movie and brochure
Posters and signs for in-house, elevator, lobby
Special printing such as tent cards
Selection of giveaways
Sales/promotion instructions for restaurant staff
Selection of background music for lifts, restaurants, lobby
Details Opening Reception: Cocktail reception prior in the library

Opening ceremony with VIP
TV, photos with VIP’s and guests
VIP table & decoration, giveaways
Menu & beverage selection
Seating arrangements
Weekly Staff Meetings: Action plan & responsibility shared with Chef & Headwaiter
Menu proposals, beverage list, cocktails, wine
Tent cards, table set up for lunch & dinner
Buffet set up, decoration details material, lightning
Selling price agreed on
In-house printing of all menus
Detailed action plan & responsibilities on issued memos
Service & Uniforms: Detailed service instructions for food & beverage
Sample and picture of table set up
Décor of the country: table cloth, candles, flowers, napkins
Chinaware and glassware at stations on standby
Original dress code and uniforms
Decoration: Detailed drawing of buffet – table décor set up,

F&B display to be arranged
Typical merchandise of country on display
Posters, pictures, ingredients display
Live cooking stations, multiple stations
Area for musician to be assigned
Lightning to be adjusted, back drop music arranged
Resume of Promotion: Praise for successful execution for parties concerned

Suggestions & list for improvements for next event
Collection of guest comments
Analysis of PR results
Profit & Loss statement with report for GM
Cashier & Computer Check List
1. What kind of cash register do we need, quotation details?

2. How many waiters are working maximum at one register?
3. How many menu, daily special & season special items do we have?
4. How many beverage items do we have?
5. How many categories need to be set up?
6. Do we have different price range for take-away, late night, room service?
7. How many different numbers for seats and waiters do we need?
8. Are the menu items finalized with cost and sales price?
9. Do we have different sections for the various service times (B,L,D, LN)?
10. How many staff & time is needed for cashiering?
11. There is no problem with side dish order or change of dish ?
12. VAT is automatically included?
13. Are all food & beverage items numerated?
14. Is it possible to charge guests separately on one bill?
15. How is price control system set with daily/seasonal specials?
16. How are register mistakes & cancellations done and revised?
17. Service charge has to be separately set up & printed.
18. Is stocktaking possible for kitchen, store & dispense bar?
19. Is a F&B sales analysis done on regular basis?
20. Monthly cashier data to be given to comptroller.
21. Is it possible to set up revenue for each waiter separate?
22. Is it possible to set up revenue for each item separately?
( including errors or manipulations )
23. Is it possible to set up all tax issues/V AT on daily, monthly basis?

The Basics of Training

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The Basics of Training

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Oriental Hospitality Consultants – OrientalHospitality.

The Basics Of Training

3. Advantages Of Training For Employee

4. Advantages Of Professional Training For Management.

5. Step By Step Introduction For Trainee

6. 4 Step Training Method

7. 9 Step Training Method

8. Helping Others Grow

10. Tasks of A Leader – What Leaders Do

11. Factors For Motivation

12. Ten Laws Of Customer Satisfaction

13. Hygiene Operational Details

14. The Six Golden Service Rules For F&B

Material & Papers:

40. The company’s instructions and introductions means “Helping To Learn”

 Something set up and established as a rule or

 Consider guest expectations

 Do things right the first time!!!!

 Recognize the needs of the guest and communicate our vision.

 Follow rules and regulations of HI at all times.

 Remember to be the best and not part of the rest!

 To ensure consistency, quality control, management tool, training tool

 For every 100 guest who complain, 26 others are silent

 Keep up communication between your supervisor and subordinates.

 We hear only from 1 out of 27.

 Those who complain, 91% will never return if nothing is done.

 Every customer who has a complaint will tell 8-16 others.

 82% – 95% of complaining customers will return, if something is done to

Advantages of training for employee

 Increased professional qualifications results in a higher pay-check.

 Improved standard performance and sufficiency is much in relation with satisfaction at

Advantages of professional training for

 The provision of education and training through a optimum of Standard Operation

 Introduction of new technology available will be useful to adjust to changes of

Step By Step Introduction For Trainee

Provide proper lightning, temperature, tools, flip chard, etc.

4 Step Training Method

1. Prepare the new staff for his / her duty:

- Arrange for positive and relaxed atmosphere

2. Explain and demonstrate the task in small steps:

- Slowly and precise from the beginning

3. Let the trainee execute the task and explain in detail:

- Step by step from down from the beginning

- Give the trainee enough time

9 Step Training Method

The Trainer The Trainee

1. Demonstrates and tells ( what ? ) 1. Listens and observes

2. Demonstrates and tells ( what ? )

3. Demonstrates and tells ( what ? ) 3. Listens and observes

4. Demonstrates ( what ? ) 4. Tells, ( what ) the trainer demonstrates

5. Demonstrates ( what ? ) 5. Tells, ( what and how ) it is

6. Demonstrates ( what ? ) 6. Explains ahead of the trainer

7. Listens and observes 7. Explains and demonstrates

8. Listens and observes 8. Explains and demonstrates

9. Listens and observes 9. Explains and demonstrates

Helping Others Grow

1. Pygmalion – Expect the best

2. Discover their motivators

3. Build challenging realistic goals

4. Give clear core values & benefits

5. Encourage risk – accept errors

6. Remind of role models of saint & heroes

7. Provide positive reinforcement

8. Built teamwork & group pride

Guest Name: Checked By: __

Room No.: _ Points: ___

Date : _ Supervisor: ___