BANQUET SERVER TRAINING - ArmyMWR.org

BANQUET BANQUET SERVER TRAINING TRAINING
• What is JJOB as a Banquet q Server
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 the guest with an enjoyable j bl dining di i experience. i
CARES C.A.R.E.S.
Customers are our focus
Attitude affects everything y g
Respect others –have fun.
Earn profits for everyone
SService i i is EVERYTHING!

BASIC ROLES
Ensure the setting of tables completely according to
diagram and/or sample table.
Serve and clear food and beverage g qquietly, y,
professionally, and quickly, using proper serving and
clearing techniques.
Keep work area clean, and coordinate actions with the
Banquet team members, and all other members of the
front and back of the house to ensure flawless
customer service.
Maintain good g grooming g gand personal p hygiene. yg

Server’s Server s Etiquette
Uniform
White Whi Tuxedo T d Shirt Shi
Black Dress Pants
Black Bow Tie
Black Apron
Black Socks / Natural Colored Hose
Rubber Soled Shoes
Name Tag
Hair Tied Up (if long)
SServiette i tt
Smile
All shirts, pants, and aprons must be
ironed.

Server’s Etiquette ‐ continued ‐
Friendly Service
• Remember that g guests can see y you whenever y you are in the room
–be be courteous, efficient, and quiet.
• Maintain good posture –and and never slouch, lean, or slump
• While in the room, smile and, when appropriate, acknowledge guests
through h h b brief if 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.
Handling Requests
• D Do D not neglect l a guest request j just j because b the h guest is i not in i your area.
If he/she makes a request directly to you, take care of it personally and
quickly, if possible.

Server’s Etiquette ‐ continued ‐
R Rules l f for R Resolving l i C Complaints l i
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
‐ “I think I know how you feel.”
‐ “I understand what is upsetting you and I am glad you told me”.
2. Apologize p g and Commit to Solving g the Problem 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
complaints regards a meal, remove the plate and replace it.
3 3. Identify Identify a a Mutually Mutually Acceptable Acceptable Solution
Solution
4. Check Back and Follow Up
When the Guest Leaves the table
• Take napkin and fold it neatly
Take napkin and fold it neatly
• Set napkin back on table.
• Attend tte d to to t the epacesett place setting g as as needed eeded
• Reposition the chair

Team Team System of Service
- To increase all aspects of service to the guests.
Back Position:
Support the front
partner
running food items
from the back aisle to
the station, responding
to special guest requests
f from th the ffront t partner, t
and anticipating the
next need of the front
partner.
Front Position:
Be on the floor most of
time i to serve guests
handling actual food
delivery to each guest
and taking special
requests which he/she
th then passes on to t th the
back position server.

COMMUNICATION COMMUNICATION STANDARDS
Controlling Service in the Room
Floor supervisor control service
When serving
When clearing
Begin and end
Communication with the Kitchen
Head Count
A Any last l t minute i t requests t
Any anticipated problems that my arise
Communication with Guests “10 and 5” Rule
Communication with Guests ‐ 10 and 5 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, and offer assistance within a 5‐foot range

PRE‐MEAL PRE MEAL BRIEFING
• Making the Most of the Most Important 15 Minutes
A pre‐meal briefing is required before all meal
functions functions. It is to be conducted by the floor supervisor
in charge of the event. Station assignments are given
out after the agenda is covered.
Inspect : To insure the staff ready for the function
Inform : Communicate accurate information;
Standard Agenda / Station Assignment
Motivate : T To h have a Positive & Productive shift

PRE‐ EVENT PREPARATION GUIDELINES
Make sure that linens are clean and pressed
–no rips, fading or burns.
Confirm with your Captain / Head Waitress
exactly what place place‐settings settings are required for
each event.
Fold napkins neatly according to the design
selected by the Captain / Head Waitress
or th the event t representative. tti
Confirm that all utensils needed for each
course are included at each place setting
Inspect p all dishes and glassware g for spots p or
blemishes
Make sure all wicker baskets are free of
fraying and crumbs.
Be at your post post, in uniform and ready to work
at least 15 minutes before any event is scheduled
to begin.
Complete all service setup and ensure the
doors can be opened before the event starts

Cloths for all table arrangements
TABLE TABLE CLOTHES
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. Cloths should not fall below the seats of the guests’ chairs, but should be
tangent to (i.e., (i e just touching) the top of each chairs’ chairs seat seat.
5. “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.

Basic Table Setting Method
a. Assembly Line Technique
- One server sets one particular item at a time on all the tables
(e.g., all forks, all knives, etc.)
b. Station Set
- One server (or team) is responsible for setting all the items
on his/her(their) particular station. With this method, well
organized and combined efforts increase efficiency and
decrease setup time.
Table/station assignments can be made prior to the premeal
briefing with any additional questions/details
regarding assignments discussed during the briefing briefing.

TABLE SET‐UP
The first plate or place setting must always be set in the 12 o’clock chair –
the one that faces the north wall.
Chairs must be lightly touching tablecloth.
Two sugar caddies dd and d two creamers on each h table. bl
Two sets of salt and pepper shakers completely filled on each table.
The first plate (or place setting) should always be set the center.
The remainders are evenly spaced from there.

PLACE C SSETTING GREMINDERSS Napkin in ½ inch from table.
Knife blade faces inward.
Spoon and Knife handles are even.
Entrée fork is even with top of knife.
Salad fork ¼ inch lower than entrée fork.
Appetizer fork ¼ lower than salad fork (if served 5 course)
Dessert fork above napkin, handle facing left.
Intermezzo spoon above dessert fork with handle facing right. (4 and 5 course
only)
Coffee sauce placed near edge of table.
Coffee cup handle at 4 o’clock position.
Water glass directly above tip of knife.
Champagne glass at 11 o’clock to water glass
Wine glass at 5 o’clock to water glass
Bread and Butter (B&B) plate above forks.
B&B knife handle to the right.

STANDARD TABLE SETTING for
Bread and Butter (B&B) plate above forks
Bread & Butter
Entrée Fork
BREAKFAST
10 – 11”
Napkin
½” from the edge
Water
½” ½
WWater t glass l directly di tl above b ti tip of f kknife. if
Juice
The flatware must be placed no closer than ½” from the edge of the table.
CCoffee ff C Cup &
Saucer

STANDARD TABLE SETTING for
LUNCHEON
Bread and Butter (B&B) plate above forks.
Bread B d & Butter B tt
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Water glass directly above tip of knife.
Salad
Salad fork ¼ inch lower
than entrée fork.
Entree
½” ½
Dessert
Water
Wine
Wine glass at 5 o’clock
10 – 11” to water glass
Napkin
½” from the edge
Entree
Salad
Soup
The flatware must be placed no closer than ½” from the edge of the table.
Coffee Cup &
Saucer

Bread and Butter (B&B) plate above forks.
Salad
STANDARD TABLE SETTING for
Bread & Butter
Entree
FORMAL DINNER
Dessert fork and coffee spoon are always at the top of the place setting.
Coffee Spoon on top.
Dessert
10 – 11” 11
Appetizer
Napkin
Appetizer fork ¼” lower
than salad fork.
fork
Water
WWater t glass l directly di tl above b ti tip of f kknife if
Red Wine
White Wine
Wine glass at 5 o’clock
to water glass
½” from the edge
SSalad ffork ¼ “ lower
than entrée fork.
Entree
Salad Soup Coffee Cup &
Saucer

NAPKIN NAPKIN HOLDING
A special table says that you really value your guests
when you make the extra effort to set the table
beautifully beautifully.
The Pyramid Napkin Fold
The Standing Fan Napkin Fold
The Bishop's Hat Napkin Fold
Th The CCandle dl NNapkin ki FFold ld
The Rosebud Napkin Fold
The Crown Napkin Fold

The Pyramid Napkin Fold
This classy napkin folding technique is simple, fast, and can be made easily with most napkins. If the napkin
bi being used d iis thi thin and d fl flops easily il th then iiron it with ith li light ht starch t hprior i tto ffolding ldi and d it will ill tturn out t perfectly! f tl !
Fold Napkin in
Fold
Half
Corner to
Diagonally Diagonally. Meet top
Point.
Turn
Napkin
Over and
Fold in
Half.
Pick up at
Center and
Stand on
Base of
Triangle.

Fold
napkin ki in i
half.
The Standing Fan Napkin Fold
Elegant and decorative, this is a classic napkin folding technique. As usual, and iron helps but is
not not necessary necessary.
Starting Fold up in
bbottom, tt
half with
accordion pleating on
pleat 2/3 the
way y up. p outside outside.
Fold upper
right ihtcorner
diagonally
down to
folded base of
pleats and
turn under
edge.
Place on table
and release
pleats to form
fan.

Fold
napkin in
half
making a
rectangle.
The Bishop's Hat Napkin Fold
This is a classic dinner napkin fold, but it can be difficult to line up the corners in the cap. Some
starch starch and an iron make it easier to be precise while folding this one.
Fold corners
to create a
parallelogram.
Turn napkin k
over
lengthwise.
Fold up p
from
bottom onto
itself; pull
right ihtti tip
down from
under.
Bring corners
together
tucking one
into the
other.
Open base of
fold and stand
upright.

Fold napkin Fold up
in half
base
diagonally 1/3 way way.
The Candle Napkin Fold
So you want something easy and elegant? Something that looks nice and fancy but doesn't
take a boat‐load of time? Try this one on for size.
Turn napkin
over and roll
from bottom
Tuck corners
inside cuff at
base of fold
to top and stand. base.
Turn one layer
of point down
and set on
b

Fold napkin in
half
diagonally
The Rosebud Napkin Fold
This sophisticated cloth napkin design benefits from stiff material or light starch. A hot iron will
also make it easier to be exact.
Fold corners to Turn napkin
meet at top p over and fold
point bottom 2/3
way up.
Turn napkin
around and
bring corners
together,
tucking one into
the other.
Turn napkin
around and
stand on
base

Lay the napkin
face‐down in
front of you.
The Crown Napkin Fold
Do you want your dinner guests to feel like royalty but have no red carpet? Treat them like
kings and give them all crowns! Then you can use this napkin to wipe the cheese out of that
iintroduction. t d ti
This napkin folding design just doesn't work well without a little starch in the cloth, if it's
sagging it's ugly so take your time and get it right.
FFold ldthe h napkin ki Oi Orient the h FFold ldthe h right‐ ih RRepeat step four f on
in half diagonally. napkin so the corner up so that the other side,
open ends are the point rests bringing the left‐
pointing away directly on top of most corner up to
from you. y
the middle‐corner. meet the middle‐
The edge of this corner, creating a
new flap should lay
on the center line
of the napkin.
diamond shape.

The Crown Napkin Fold
‐ Continued
Fold the bottom of the
napkin up about 2/4 2/4'ss
of the way and press
this fold down well.
Fold the smaller
ti triangle l ddown
so
the point rests on
the near edge of
the napkin. Press.
curl the left and right
sides id of f th the napkin ki
up so they meet in
the middle and tuck
one into the other.
Stand it up and tug at it where
needed ddtto even it up and d
round it out. If your napkins
are too limp then think of
starch as napkin viagra and
make them good and stiff.

TRAY TRAY STANDARDS
CARRYING CARRYING TRAYS
• OVAL
»» Carry over your left 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 tray, open doors doors, carry the
tray stand, etc
• 16” ROUND
»» Use as directed for mixed drinks, individual beverage orders, etc.
»» Carry on the left for ease, in front of your body
Tray jacks should only
be placed around the
perimeter of the room.

TRAY HANDLING GUIDELINES
Trays require special care to avoid accidents. Follow these
guidelines 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
SERVING FROM TRAYS
Always use a tray stand with oval trays
Open p stand, bend at the knees, ggently y slide the tray y onto center of the stand
Never place tray on chair
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,
Never overload trays. Stack heavier
items at the center of the tray.
And one stack of plates with no food or debris. Carry oval trays over
Do this with your back to the guests, as quietly as possible.
No noise should be heard.
your left shoulder, with one hand
under the heaviest part.

TABLESIDE SERVICE STANDARDS:
1. Serving a Whole Table
a. Ladies before gentlemen
b. Old before young young
c. Food is served to guest’s left side, and beverage is served
from the guest’s right side. Clearing dishes is from the guest’s right side.
d. Walk Forward : After serving someone, walk forward –
in the direction you are facing.
Walk clockwise while
Serving g beverages g and clearing. g
Walk counter-clockwise while serving the guest.

Always serve food from the left
of the guest.
Hold all dishes by the rim of the plate.
Keep your fingers away from the food.
Always serve drinks from
the right of the guest.
Keep cups and glasses
on the table when refilling them.
Always clear items onto an oval tray.
Clear food and beverages from the guest’s
right.

TABLESIDE SERVICE
Bread Service : lunch = bread basket ,
dinner = the first bread serve by the server
Soup Service : using a tureen with a ladle
Salad Service : non‐composed / composed salad
Serving Sauces : to be passed by the server
Dessert and Coffee Service : coffee must be served,
followed by dessert.
Passing Hors D’oeuvres : carry the plate, platter or tray in
white gloved g hands, and offer ff a beverage‐ g napkin p to the guest. g

Types of Food Service
Plate or American Service
Most common form of banquet service
Food prepared in kitchen and presented on guests’
plates
Russian Service
Food prepared in kitchen
Served from platters onto guests’ plates
(continue
d)
30

Types Types of Food Service
French Service
(continue
d)
Food prepared tableside on carts or a gueridon
Requires space between tables for carts
Preset Service
First course on tables when guests g arrive
Buffet service
Guests serve themselves from arrayed choices
À la Carte Catering
Guests have choice of entrées
31

AMERICAN STYLE
STYLES STYLES of SERVICE
Plated Service: Food is plated in the kitchen and served to guests.
A la Carte Service : off the menu service. Guests are provided a menu as
they are seated. Due to the time and cost constraints, the appetizer, salad
and dessert are pre pre‐selected selected for all guests guests.
Buffet Style Service : walk through the buffet as a guest would to help to
fine tune the placement of items and ensure maximum accessibility and
convenience.
FAMILY –STYLE SERVICE
The guests basically serve themselves after receiving platters of food that
are passed p down the table.
FRENCH SYTLE
The use of elegant serving pieces; the heating and garnishing of food at
table side by y a Captain…. p
Very impressive, but requires ample space.

STYLES of SERVICE ‐continued‐
RUSSIAN STYLE
The food is fully prepared and pre‐cut in the kitchen. All courses are served either
from platters or from a special dish called an “Escoffier” dish. Tureens are used for
soup and special bowls for salad. The rule for Russian service is to place empty
plates from the right, by going around the table clockwise. Food is served from a
platter from the left of the guest, continuous service going around the table count‐
clockwise. Clear from the right, moving count‐clockwise.
BUTLER STYLE
This service is similar to Russian Service. The difference is the guest g helps p him or
herself from the tray which the server holds. This requires additional portioning, in
case the guests take more than their share.
ENGLISH STYLE
This service is similar to Russian Service and to family‐style service. Food is brought
to the table on a tray, or bowls, presented to the host, who either cuts the food
him/herself / of chooses to have it done by y the server, , away y from the table. A good g
example is a whole turkey or roast beef.

EXAMPLE OF SEQUENCE OF SERVICE OF DINNER SERVICE
1. First course’s food is served to guest’s left side.
2. The first course food plate and silver is cleared from the guest’s right side with the
right hand.
3. 3 The first course wine is cleared from the guest guest’s s right side; leave on table if guest
4.
requests.
Second course’s wine is served from the guest’s right side.
5. Second course’s food is served from the guest’s left side.
66. The second course food plate and silver is cleared from the guest’s guest s right side side.
7. The second course wine is cleared from the guest’s right side; leave on the table if
guest requests. (Repeat)
8. Entrée is served from the guest’s left side.
99. Entrée is cleared from the guest’s guest s right side side.
10. Entrée wine is cleared from the guest’s right side.
11. Bread and butter plates and knives are cleared from the guest’s left side as each
guest’s entrée plate is cleared.
12 12. Butter/margarine Butter/margarine, salt and pepper are cleared cleared.
13. Cream and sugar are served.
14. Coffee cup and saucer is served from the guest’s right side.
15. Coffee is served from the guest’s right side.
16 16. Dessert is served from the guest’s guest s leftside left side.
17. Dessert is cleared from the guest’s right side.
18. Guests are thanked for coming as they leave.
19. Final clear.

GENERAL BANQUET SERVICE GUIDELINES
1. Tray jacks should only be placed around the perimeter of the room
2. Remove all trays from the room before the meal begins; do not return them until
clearing is required or meal service has ended.
3. Remain on the floor while guests are eating
44. OOnly l lleave th the fl floor tto remove di dirty t items it or pick ikup food f d& & beverage b items. it
5. When in the room, keep quietly focused on diners –do not huddle or chat with fellow
servers.
6. Constantly monitor the carpet for items that need pickup and removal
77. Carry no more than 3 entrees at a time from the service stand to the table
8. Warn guests when serving hot plates, beverages, etc.
9. Handle all items as quietly as possible around guests (and try to keep noise to a
minimum in areas adjacent to the dining room.

THE “DON’Ts of
BANQUET SERVICE
Don’t place a napkin under your arm.
Don’t wipe your face or your mouth with
your side towel.
Don’t use the guest entrance during a
function
Don’t stand in a large group congregating
during a function
Don’t eat or drink anything in front of the
guests.
Don’t eat anything while servicing the
guests.
Don’t stand around with your hands in your
pockets or your arms crossed
Don’t pick up glasses by the tops
Don’t go to break all together
Don’t chew a gum g during g
a function

CLEANILINESS CLEANILINESS AND SANITATION
Daily Cleaning g Checklist
Banquet Linen Checklist
Banquet Equipment Care Checklist
Skirting
Silver Chafers
Mirrors
Candles
Coffee Break Urns
Number Stands & Numbers
Salt & Pepper Shakers and Sugar Bowls
Side Work Assignment : pre pre‐function function / post post‐function
function

BEVERAGE BEVERAGE SERVICE STANDARD
QQuality yCustomer
Service in the Bar area
Great Attitude
A good attitude and a pleasant personality
Service Skills
Art of taking an order, delivering the product and presenting
the check.
Sales Skills
Proper service skills and the ability to interact with customers
Up‐selling ll skills kll
Product Knowledge
Different flavors and good descriptive elements of the products

BEVERAGE SERVICE STANDARD ‐continued‐
Mixology
Need to know the beverage g recipes p
Ingredients, portion size, glassware, mixing technique,
garnishes
Draft Beer
Proper techniques and knowledge to serve draft beer effectively
and efficiently.
Presentation
“You eat with your eyes”
Setting the Stage
Setting the atmosphere or ambiance of the bar
Lights, music, ashtrays, snacks, televisions etc.

Hosted Bars
TYPE OF BAR SERVICE
All beverages consumption charges to the client’s master
account
O Open Bars B
Limited number of people and limited time period.
Charges to the client’s client s master account
Cash Bars
Self Self‐Service Service Bars
Relative to the Hosted Bar Service without a bartender
Suggested only o ybee beer, , wine, e, soda, and a d mineral ea waters ate s

THANK YOU