Introduction to Food Service Principles and Procedures
Food Service is one of the highlights and crucial elements of
providing an unforgettable vacation for our passengers. The quality of food and presentation can only be enhanced by excellent
service for which cruise/hotel
strives. While the dining
experience must be entertaining as well as nourishing, excellent service combined with excellent food are the main ingredients that make the dining experience memorable.
As employees of the cruise/hotel food service team, it is your responsibility
to provide outstanding and attentive personalized service. The quality, professionalism, warmth and
sincerity portrayed by our service personnel is the cornerstone by which our
passengers measure our company and a major decision factor to choose cruise/hotel for their next vacation.
To achieve this high standard of service, the following
points are essential:
Excellent
communication skills
Cheerfully
greet the passenger
Use
a pleasant tone of voice
Acknowledge
the passenger by name (i.e. Mr., Mrs., Ms.,)
Appearance
and uniform are to be immaculate
Remember
and anticipate passengers’ needs
Being polite and courteous at all times is the foundation of
excellent service. If the passenger’s name is known, use it. Smile and make eye contact. Give full attention to the passenger and
listen with patience and understanding. Always use courteous words and phrases
such as:
Please
Thank
you
You
are welcome
Please
may I help you?
Is
there anything else I can do for you?
Passenger satisfaction is your top priority and can only be
achieved by providing quality service and attention to detail, which will make
each cruise an outstanding experience for our passengers and rewarding for the
service staff.
Dining Room Training
In any service industry, training is extremely
important. Dining room staff are to
receive on-the-job training.
Head Waiters/Waitresses are to receive training from the
Maitre d' Hotel and Chef in the use of flambe pans. This will help improve the quality and
presentation of dishes prepared in the dining room. Training is also to extend to supervision, man
management, attitude, etc.
Waiters/Waitresses and Assistant Waiters/Waitresses will
receive training from the Maitre d' Hotel and Head Waiters/Waitresses. Those in need of training will be highlighted
and will attend training sessions. Any
Waiters/Waitresses and Assistant Waiters/Waitresses who refuse to attend
training sessions are to be disciplined and dismissed, if necessary.
Introduction Importance
It is our commitment at cruise/hotel to make the dining experience one of the
highlights of each cruise, with excellent food and wine service provided by
qualified, well-trained staff.
In addition to the traditional food service, we at cruise/hotel are proud to offer a variety of alternative
dining featuring contemporary menu selections served in an elegant yet
comfortable atmosphere.
All staff in the Food & Beverage department directly
involved in passenger service must understand the importance of delivering the
"first impression" to our passengers.
Dining Room Staff must always be well-groomed, dressed in spotless, well-pressed
uniforms and adhere to the following guidelines:
1. Eye contact
2. Simple verbiage
3. Nice posture
4. Friendly smile
Maitre d' Hotel Introduction
It is important for the Maitre d' Hotel to ensure that every
passenger has the opportunity to personally meet him/her during the first two
days of the cruise. Ship's departure
time, itinerary and problems with reservations will of course determine when
he/she will be able to do so. The Maitre
d' Hotel should also be present at the entrance of the dining room at the
beginning and the end of service to greet passengers. On a regular basis, he/she should alternate
his/her presence in the dining rooms (for those ships where there is more than
one dining room available).
Head Waiter/Waitress Introduction
It is mandatory for the Head Waiter to personally meet all
passengers in his/her section and to verify that the waiter and his/her
assistant are well known by the passengers.
His/her speech should be along the following lines:
"Good evening, ladies and gentlemen. My name is _______ and I am the Head Waiter
responsible for [the service management/overseeing the service] in this section
of the dining room. You have already met
(Name of Waiter/Waitress), your waiter and (Name of Assistant Waiter/Waitress),
his assistant, who look forward to providing you with excellent food and
service."
"If you [are on a special diet/need to follow any
special diet] or have any questions, please let me know and I will do my very
best to take care of you."
"In addition to the excellent food served by (Name of
Waiter/Waitress and Assistant Waiter/Waitress) during the cruise, I will be
preparing some delicious pastas and/or some flambe desserts like Cherries
Jubilee here in the Dining Room, and I will be glad to let you know in advance
what the specials will be. (Name of
Waiter/Waitress), (Name of Assistant Waiter/Waitress) and I are happy to have
you here and are looking forward to providing you with a memorable experience
here in the (Name of Dining Room)."
Waiter/Waitress Introduction
The Dining Room Waiters should use a speech similar to the
following:
"Welcome to (Name of Dining Room). My name is _______ and I will be your
Waiter/Waitress. This is (Name of
Assistant Waiter/Waitress), my assistant, and we are looking forward to
providing you with excellent food and service during the cruise."
"If you need assistance with the selection of food and
wine or if you would like to know more about the various recipes, please let us
know and it would be our pleasure to help you."
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