Food & Beverage Service – Basic Staff Training Manual
1. Objective
The primary goal of this training is to:
- Equip F&B staff with the knowledge, skills, and attitude
necessary to deliver exceptional guest service.
- Standardize service procedures across all outlets to ensure
consistency, efficiency, and guest satisfaction.
- Build confidence in handling guests, products, and
situations professionally in a luxury hospitality environment.
2. Overview of the Food & Beverage Department
The Food & Beverage (F&B) Service Department is
responsible for serving food and drinks to guests in a
professional, courteous, and efficient manner.
Sections include:
1. All-Day Dining Restaurant
2. Specialty Restaurants
3. Banquets & Events
4. Bar & Lounge
5. Room Service (In-Room Dining)
Organizational Structure:
- F&B Manager
- Assistant F&B Manager
- Restaurant Manager
- Assistant Manager/Supervisor
- Captain/Team Leader
- Stewards/Waiters
- Host/Hostess
- Bar Attendant
3. Grooming and Personal Hygiene Standards
First impressions count — your appearance reflects the
hotel’s brand.
Standards include:
- Uniform clean, well-ironed, properly fitted.
- Hair neat (men short, women tied in bun).
- Shoes polished black formal shoes.
- Personal hygiene maintained daily.
- Minimal accessories, no strong perfume.
- Confident posture, pleasant smile.
4. Restaurant Etiquette and Manners
Professional Conduct:
- Greet guests warmly and speak politely.
- Maintain eye contact and smile.
- Avoid gossip or loud talking.
- Stand upright with hands folded at waist.
- Never interrupt guest conversations.
Guest Interaction Tips:
- Address guests formally (Sir/Ma’am).
- Use positive phrases (“Let me find out for you”).
5. Table Setting & Mise-en-Place
Mise-en-Place means “putting in place.” Preparation ensures
smooth operations.
Checklist Before Service:
- Clean tables, chairs, floor.
- Polished cutlery and crockery.
- Napkins folded, condiments filled.
- Water jugs and station ready.
Table Setup:
- Breakfast: side plate, knife, napkin, glassware.
- Lunch/Dinner: full cover setup.
- Fine Dining: charger plate, multiple glassware.
6. Sequence of Service
Standard Steps for A La Carte Service:
1. Greet and seat the guest.
2. Take beverage order.
3. Take food order and confirm.
4. Serve beverages (ladies first).
5. Serve food from left, beverages from right.
6. Check back politely.
7. Clear plates and serve next course.
8. Offer dessert and coffee.
9. Present bill discreetly.
10. Thank guest and bid farewell.
7. Order Taking & POS Operation
Order Taking Steps:
- Approach with pad and pen ready.
- Take order (ladies first), confirm by repeating.
- Write neatly, use abbreviations.
- Transfer order to POS immediately.
POS Entry Essentials:
- Correct table number and covers.
- Accurate course entry.
- Note dietary restrictions.
- Verify bill accuracy.
8. Beverage Knowledge (Basic)
Classification:
Non-Alcoholic – Juices, mocktails, soft drinks.
Alcoholic – Beer, wine, whisky, vodka.
9. Guest Handling and Complaint Management
Use the LEARN Technique:
L – Listen carefully.
E – Empathize sincerely.
A – Apologize even if not at fault.
R – Resolve the issue promptly.
N – Notify supervisor and follow up.
10. Safety, Hygiene & HACCP Awareness
Key Hygiene Practices:
- Wash hands before and after each task.
- Use gloves for food handling.
- Maintain correct food storage temperature.
- Report contamination immediately.
Safety Rules:
- Handle trays carefully.
- Wipe spills immediately.
- Know fire exit and extinguisher locations.
11. Closing Duties and Shift Handover
End of Shift Tasks:
- Clean tables, refill condiments, replace linen.
- Dispose of waste correctly.
- Switch off appliances and lights.
- Update logbook for next shift.
Handover Checklist:
- Cash settlement complete.
- Pending orders or complaints noted.
