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Banquet Server Training Manual

BARON STAFFING, LLC | 1 Meadowlands Plaza, East Rutherford, NJ, 07073, Suite 200 | 201.340.2735 www.baronstaffing.com


TABLE OF CONTENT BANQUET SERVER TRAINING ........................................................................................................................ 1 HOW? ............................................................................................................................................................ 1 BANQUET SERVERS’ RESPONSIBILITIES ......................................................................................................... 1 SEQUENCE OF PROCEDURE FOR SERVERS AT THE BANQUET FUNCTION .................................................... 1 HOW DO WE MAKE SURE WE MEET EVERYONE’S EXPECTATIONS?............................................................. 1 STANDARDS OF A BANQUET SERVER ............................................................................................................ 2 FRIENDLY SERVICE......................................................................................................................................... 2 HANDLING REQUESTS ................................................................................................................................... 2 RULES FOR RESOLVING COMPLAINTS ........................................................................................................... 2 WHEN THE GUEST LEAVES THE TABLE .......................................................................................................... 3 COMMUNICATION STANDARDS ................................................................................................................... 3 TYPES OF EVENTS .......................................................................................................................................... 3 THE BANQUET EVENT ORDER (BEO) ............................................................................................................. 3 PRE-MEETING ................................................................................................................................................ 4 CORPORATE EVENT SET-UP .......................................................................................................................... 4 CORPORATE EVENT SERVING ........................................................................................................................ 4 BUFFET .......................................................................................................................................................... 4 BUFFET EXAMPLES .................................................................................................................................... 5 THE FOLLOWING SET UP WILL BE FOR A WEDDING RECEPTION .................................................................. 5 SET-UP & PREPARATION ........................................................................................................................... 5 Table Cloths for all Table Arrangements............................................................................................... 5 Round Tables......................................................................................................................................... 5 PLACE SETTING.......................................................................................................................................... 6 STANDARD TABLE SETTING ....................................................................................................................... 6 COCKTAIL HOUR ............................................................................................................................................ 7 COMMON HORS D’OEUVRES ........................................................................................................................ 7 FREQUENT MENU ITEMS (ENTRÉES) ............................................................................................................. 7 SEATING AND GREETING............................................................................................................................... 8 FOOD AND DRINK ORDERS ........................................................................................................................... 8 WINE SERVICE ............................................................................................................................................... 8 DRINK SERVICE .............................................................................................................................................. 8 TRAYS AND NAPKINS..................................................................................................................................... 8


CARRYING TRAYS........................................................................................................................................... 9 OVAL.......................................................................................................................................................... 9 16” ROUND ............................................................................................................................................... 9 TRAY HANDLING GUIDELINES ....................................................................................................................... 9 LOADING TRAYS ........................................................................................................................................ 9 SERVING FROM TRAYS ............................................................................................................................ 10 CLEARING DISHES ON THE TRAYS ........................................................................................................... 10 INTRODUCTION/ ORDER TAKING ................................................................................................................ 10 SERVING SALAD....................................................................................................................................... 10 PICKING UP SALAD .................................................................................................................................. 10 INTERMEZZO ........................................................................................................................................... 11 PICK UP INTERMEZZO AND SERVE DINNER ............................................................................................ 11 HOW TO SERVE DINNER.............................................................................................................................. 11 AFTER SERVING DINNER CHECK ON WINE AND WATER ......................................................................... 12 PICKING UP DINNER ................................................................................................................................ 12 COFFEE AND DESSERT ................................................................................................................................. 12 EVENT BREAKDOWN AND CLEAN UP .......................................................................................................... 12 WHAT IS A CHAFING DISH?

WHAT IS A STERNO? .................................................................... 13

EMPLOYEE AGREEMENT ............................................................................................................................. 14


BANQUET SERVER TRAINING Our Mission is to provide the ultimate level of upscale customer service through preparing, working and delivering at the highest level, in order to fully satisfy our client needs.

HOW? B.A.R.O.N. Best as possible Attitude affects everything Respect others – have fun. Optimism Nicely done

BANQUET SERVERS’ RESPONSIBILITIES The server is responsible for the complete service of food and beverages, catering to all guests’ needs. The server works closely with the captain or head waiter/waitress to provide quality service to the guests.

SEQUENCE OF PROCEDURE FOR SERVERS AT THE BANQUET FUNCTION Set-up and Preparation Seating and Greeting Serving Clean Up and Tear Down

HOW DO WE MAKE SURE WE MEET EVERYONE’S EXPECTATIONS? ❖ We must be organized in both our planning and execution of the function. ❖ We must be well trained to deliver high quality service in all aspects of the function. ❖ We must work as a TEAM. Kitchen and service staff must understand their responsibilities, execute them efficiently, be prepared for the unexpected, and help each other out whenever necessary. ❖ We must have positive attitude and a strong commitment to service. We should always look for ways to be helpful to guests and fellow employees.

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STANDARDS OF A BANQUET SERVER Appearance Banquet servers are expected to be neat and well groomed upon arrival to work. Uniform Uniform varies based on event. ALL SHIRTS, PANTS, AND APRONS MUST BE IRONED.

FRIENDLY SERVICE ❖ Remember that guests can see you whenever you are in the room - be courteous, efficient, and quiet. ❖ Maintain good posture - and never slouch, lean, or slump ❖ While in the room, smile and when appropriate, acknowledge guests through eye contact. ❖ All associates shall remain on the floor while guests are around. ❖ Each server should constantly monitor his/her station, refilling water glasses and serving fresh coffee or tea. ❖ Be aware of your surroundings - help out other servers if they need it, be sure to always be available to your guests.

HANDLING REQUESTS Do not neglect a guest request just because the guest is not in your area. If he/she makes a request directly to you, take care of it personally and quickly.

RULES FOR RESOLVING COMPLAINTS 1. Listen and Empathize ❖ Listening is the most important component of the communication process. ❖ Having empathy is being aware of and sensitive to the emotions of others. 2. Apologize and Commit to Solving the Problem. ❖ Accept responsibility for the problem’s resolution. ❖ If you are unable to do so, bring in to the attention of the captain or manager. If the complaint regards a meal, remove the plate and replace it. 3. Identify a Mutually Acceptable Solution 4. Check Back and Follow Up 2


WHEN THE GUEST LEAVES THE TABLE Take napkin and fold it neatly ❖ Set napkin back on table. ❖ Attend to the place setting as needed ❖ Reposition the chair

COMMUNICATION STANDARDS Communication with Guests - “10 - 5 - 2” Rule This rule is about the zone between customer and employee in terms of hospitality good customer service. ❖ Smile, make eye contact with a customer at 10-foot range ❖ Smile, greet them within a 5-foot range ❖ Offer assistance and interact with guest within a 2- foot range

TYPES OF EVENTS ALL EVENTS HAVE A PRE-MEETING BEFORE THE EVENT EXPLAINING THE B.E.O. (BANQUET EVENT ORDER). Here are some examples below. Corporate Events Product/ Brand Launches V.I.P. Events Birthdays/sweet sixteen/quinceanera Banquet Events

Opening Ceremonies Movie Premieres Weddings Bar/Bat mitzvah Buffet Events

THE BANQUET EVENT ORDER (BEO) The BEO is a document that lists every detail about an event. Examples of BEO information: Event Time frames Number of Guests Buffet or Plated Entrées

Linen Color/Napkin Fold Menu Selection/Hors D’oeuvres Glass/Silverware

Review the BEO for accurate information to ensure the correct event preparation.

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PRE-MEETING Making the Most of the Most Important 15 Minutes A pre-meeting is required before all meal functions. It should be conducted by the Captain or floor supervisor who is in charge of the event. Station assignments are given out after the agenda is covered.

CORPORATE EVENT SET-UP ❖ Review BEO and note start time of event and time of guest’s breaks/meals. ❖ Check that linens and skirts are clean, straight, and not ripped. If need be, replace. ❖ Check chairs for stains and cleanliness. Replace if needed. ❖ All canned and bottled beverages must be refrigerated at least 1 hour prior to event. ❖ Place note pads, pens, mints, water pitchers, and water glasses on tables. ❖ Prior to event fill water glasses then fill pitcher for guest use. ❖ Include a bucket of ice with ice scoop at beverage station. ❖ Salt and pepper, silverware roll-up, and sugar caddies on tables. ❖ If any confusion or questions arise, consult a captain/manager. ❖ Remain flexible, events often exceed schedule.

CORPORATE EVENT SERVING ❖ Be present when meal or break is being served. ❖ During breaks, refresh room by clearing garbage, refilling water pitchers, adding mints, pens, pads and checking on the guests. ❖ Check on event every 15-20 minutes. ❖ Maintain buffet with efficiency. Replenish all items when necessary. ❖ When event is over, clean pre-function and meal room. Remove all napkins, plates, dirty linens, utensils, and any other removable item. ❖ Straighten up chairs and leave room in original condition prior to event.

BUFFET ❖ Check BEO and gather appropriate chafers and correct number of plates. ❖ Fluff buffet table and place correct number risers on table. ❖ Before event, place deep tray in all chafers and fill with 1 1/2 pitchers of hot water. ❖ Place sterno underneath all chafers and light 30 minutes prior to event start time. ❖ Collect appropriate utensils and lay out on plates. ❖ Monitor buffet attentively and replenish all items before they are empty.

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❖ Do not leave buffet unattended unless replenishing items. ❖ All buffets must be labeled. Set up ceramic signs and a manager will provide labels. ❖ Inexpensive items will located be at the beginning of the buffet (vegetables, pasta, potatoes), followed by more expensive items (chicken, fish, beef).

BUFFET EXAMPLES Entrées Chicken Marsala Chicken Victoria Marinated Pork Medallions Sliced London Broil Au Poivre Oven Baked Salmon Shrimp and Scallops Cheese Tortellini

Carving Station Prime Rib Au Jus Encrusted Beef Tenderloin Spiced Leg of Lamb Rosemary-Grain Mustard Rubbed Pork Loin

THE FOLLOWING SET UP WILL BE FOR A WEDDING RECEPTION SET-UP & PREPARATION Table Cloths for all Table Arrangements 1. Should be clean and free from rips and burn holes. 2. Should be pressed (small wrinkles may be smoothed out with palm of hand; excessive wrinkles must be pressed with an iron or steamer). 3. Creases should be “centered” following the same directional principle in which the tables for the function were positioned. 4. The top tablecloth (topper) should be just touching the seat and should not fall below the seats of the guests’ chairs. 5. The under layer should just be touching the floor. 6. “Turned under” side of the hemline should be facing the table. Round Tables 1. Cloths should be “centered” on the tables so there is an equal drop on all sides. 2. Center fold line should run from north to south (head of the room is always considered north) with corners of the cloth dropping directly over table legs, depending on where head table is.

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PLACE SETTING

STANDARD TABLE SETTING

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COCKTAIL HOUR The cocktail hour is the prelude to a great reception and allows guest to mingle in a relaxed setting while enjoying hors d’oeuvres and drinks rather than rushing to designated tables. Below you will find a list of duties. ❖ Make sure to approach your guest with a friendly and courteous manner. ❖ Make sure you know what you are serving (e.g., sauces, type of appetizers, hors d’oeuvres, wines, etc.) ❖ Balance hors d’oeuvres carefully and hold beverage napkins in the other hand when serving.

COMMON HORS D’OEUVRES Spinach & Feta Triangles Scallops Wrapped in Bacon Raspberry & Brie in Phyllo Hibachi Beef Skewers Cheese and Dill in Puff Pastry Chicken Satay with Peanut Sauce Sesame Chicken Chicken Pineapple Brochettes Proscuitto and Melon Balls

Mini Crab Cakes Cocktail Franks in Puff Pastry Vegetable Quesadilla Beef and Vegetable Brochette Coconut Chicken with Soy Ginger Assorted Mini Quiche Crispy Asparagus in Phyllo Vegetable Spring Rolls

FREQUENT MENU ITEMS (ENTRÉES) Poultry

Beef

Pork and Lamb

Sea Food

Combination Selections

Chicken Chasseur

Sliced London Broil Au Poivre

Herb Encrusted Rack of Lamb

Caribbean Mahi Mahi

Chicken Marsala Chicken Victoria

Prime Rib

Roasted Pork Roulades

Filet Mignon

Chicken Florence

The Filet

Salmon Vera Cruz Crab and Scallop Stuffed Sole Broiled Lobster Tail

Cape Chicken

Filet of Beef Wellington

Cod

Petit Filet with Two Baked Stuffed Shrimp Petit Filet with Crab Cake Petit Filet with 1/2 Lobster Tail

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SEATING AND GREETING ❖ As guests begin to enter the room, all team members will be standing at his/her station, facing the doors. ❖ A SMILE is a must! ❖ Greeting guest as they arrive, assisting them with chairs, and napkins. ❖ Depending upon how the seating arrangement have been finalized, you may also help escort guests or assist them in finding their tables. ❖ At this time, the servers introduce themselves to the table/station.

FOOD AND DRINK ORDERS There is a protocol for taking orders from the table and giving them to the kitchen and assembly areas. A new server needs to learn this protocol as quickly as possible in order to be an efficient TEAM member. The first order to fill is the dinner order, and then you may ask the guest if they would like anything form the bar to fill drink orders. When serving drinks, handle the glasses by the bottom. Never put your finger near the lip of the glass, where your customer will be putting his or her lips, always handle glassware by stems or handles.

WINE SERVICE ❖ Offer both red and white wine to each guest. ❖ Present the wine to each guest, this means you hold the wine labels out, you should also explain what the wine is to the customer. For example: “The "07 Malbec.” ❖ Do not just say red or white wine, be more specific (Chardonnay, Cabernet, etc. ) ❖ Never put the bottle on the table. The label should be pointing the person who ordered the wine. ❖ Pour the wine with your right hand over the right shoulder of the guest. Do not touch the wine glass with the bottle while pouring.

DRINK SERVICE ❖ Take drinks orders, and then serve drinks with your right hand over the right shoulder of the guest, placing the glass in the area of the other glasses.

TRAYS AND NAPKINS ❖ Any item leaving or entering ballroom, must be carried on a tray except for the following: ❖ ❖ ❖

Wine Bottles Water Pitchers Coffee Pots 8


❖ ❖ ❖ ❖ ❖

Distribute weight evenly on trays and be careful not to overload. Transport trays along perimeter to avoid collision and never over dance floor. Use proper form when lifting tray and make sure tray linen is clean. Napkins remain on table until the event is over. When a guest leaves the table, take napkins and fold them. Keep in mind each venue may fold their napkins differently. Make sure to find out with the captain or banquet manager before the event starts.

CARRYING TRAYS OVAL ❖ ❖ ❖ ❖ ❖

Carry oval trays over your shoulder 1 hand under the heaviest part Fingers pointed to the back of the tray Do not carry in front, at waist level Keep your other hand free to balance the tray, open doors, carry the tray stand, etc.

16” ROUND ❖ Use as directed for mixed drinks, individual beverage orders, etc. ❖ Carry in the left hand, so you can serve with your right hand.

TRAY HANDLING GUIDELINES Trays require special care to avoid accidents. Follow these guidelines.

LOADING TRAYS ❖ ❖ ❖ ❖ ❖ ❖

Never load more than you can carry – 2 trips are better than 1 accident. Before loading, check that the tray is clean and dry. Place heavier items at center of the tray or on the side closest to your body. Lay tall glassware down and away from the edge of the tray. Lay condiment bottles flat on the tray. Fit plate covers properly before carefully stacking on the tray.

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SERVING FROM TRAYS ❖ Always use a tray stand with oval trays ❖ Open stand, bend at the knees, and gently slide the tray onto center of the stand ❖ Never place tray on tables or chairs.

CLEARING DISHES ON THE TRAYS ❖ When removing soiled plates, the remaining food should never be scraped onto the banquet tray. Instead, place two plates’ side-by-side and then slide the food onto one plate. This will leave one plate with all the food on it, and one stack of plates with no food or debris. ❖ Do this with your back to the guests, as quietly as possible. No noise should be heard.

INTRODUCTION/ ORDER TAKING ❖ Count how many guest are at the table. ❖ Table Orientation: Find out from management at the venue where you are being assigned, and where the 12 o’ clock marker on the table is. This will indicate where you should start to serve the table from. Bread baskets should go at 12 o’ clock. ❖ Before serving, greet at 12 o’clock: “Good evening and welcome to______. My name is______ and I will be your server for the evening. The entrées tonight are______and______. If there is anything you need, please don’t hesitate to ask.” Serve salad from left and start at 12 o’clock and continue counter clockwise

SERVING SALAD Count 1 salad for each guest at the table. Standing on the left of the person you are serving, serve with your left hand over the left shoulder of the guest, move to the next person, and serve in the same manner. ❖ Count one salad for each guest at table. Place bread basket in middle of the table.

PICKING UP SALAD Always ask, “May I clear this please?” or “May I take this out of your way Ms/Sir?” See video. 10


❖ Standing at the right of the guest you are serving, hold the tray with your left hand and pick up with your right hand. Move to the next guest, and pick up in the same manner. ❖ After salad, you should pick up the salad plate, one fork, and one knife.

INTERMEZZO ❖ Count one serving for each guest at table and clear all salads before serving. ❖ Serve same as salads. ❖ Be sure to clear intermezzo quickly and the same way as clearing for salad to prepare for dinner service, pick up right hand over right shoulder.

PICK UP INTERMEZZO AND SERVE DINNER Clearing is done from the right of the guest. See video ❖ Clearing should be done quickly and quietly. ❖ Clear food and beverages from the guest’s right side, while using your right hand. ❖ When clearing tables, it is important to completely clear one table at a time. ❖ Pick up the intermezzo and one spoon. ❖ Make sure all napkins are folded ❖ Make sure all guest have wine and/or water glasses full. ❖ If time allows do drinks orders, make sure all guest have a beverage.

HOW TO SERVE DINNER ❖ ❖ ❖ ❖ ❖ ❖

Check entrées for accuracy before serving. Serve from the left. Use serviette to hold and serve entrées. Present entrée with protein closest to guest. (6 o’clock) Replace any dropped items and double check beverages. After guests have taken first bite, ask politely and specifically how the meal is and make sure all meat is cooked to appropriate temperature. ❖ If a guest requests a new entrée because of problem, notify a captain or manager immediately.

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AFTER SERVING DINNER CHECK ON WINE AND WATER Check up on your guests to see if they need anything, considering you are going to be away from your table for about 15-30 minutes, since all staff will be serving dinner as a TEAM.

PICKING UP DINNER ❖ After dinner, you should pick up the dinner plate, one fork and one knife; you should also pick up B & B (butter and bread) plates, bread, butter, baskets/plates, salt and pepper. ❖ Between courses, make sure that all items that are related to each course, are taken from the tables such as empty dishes, glasses and silverware that are no longer needed, and leaving only what may be used during the next course. ❖ Do not stack dishes in front of guest. ❖ Always clear items onto a tray.

COFFEE AND DESSERT ❖ Prepare for dessert by bringing down the fork and spoon at the top of the place setting. ❖ If a guest requests coffee, it may be brought to them at any time. ❖ Creamer and sugar must be on table before pouring coffee. ❖ Place saucer and coffee cup down on the table at the same time. Pour from the right side of the guest with your right hand. Leave cup on the table to pour. ❖ Dessert follows same format as salads and intermezzo. ❖ Place cake with wedge pointing toward guest. (6 o’clock)

EVENT BREAKDOWN AND CLEAN UP During and after event, follow your specific cleaning assignment by your captain.

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WHAT IS A CHAFING DISH? From the French chauffer, "to make warm" is a kind of portable grate raised on a tripod. Also known as chafers are the perfect way to serve hot food at a banquet, buffet, or catered event. They come in various shapes and sizes, and feature a range of finishes and cover types.

WHAT IS A STERNO? Sterno or Canned Heat, is a fuel designed to be burned directly from its can as a chafing fuel for heating chafing dishes

On the Baron Staffing Platform, you can watch some recommended videos that will help you visualize and learn more.

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EMPLOYEE AGREEMENT Baron Staffing LLC welcomes all new employees. The banquet server-training manual is designed to provide accurate information as to the policies and procedures established by Baron Staffing. If questions or concerns persist, please do not hesitate to consult with the banquet manager. I have reviewed and understand the policies and procedures outlined within the Banquet Server Training Manual and agree to comply. I acknowledge that Baron Staffing, LLC holds the right to edit or amend all policies and procedures without prior notification. I hereby grant to Baron Staffing, LLC the permission to use any photographs of me taken during the performance of my duties for use in promotional materials produced by Baron Staffing, LLC.

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Banquet Server Training Manual  
Banquet Server Training Manual  
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