General Service Rules
Standard
To demonstrate professionalism and delight guests with personalized service, ensuring excellence in service delivery.
Procedures
Bottles Placement: When placing bottles on a table or tray, ensure all labels face the guest.
Tea/Coffee Cup Placement:
- Ensure the handle of the cup is at a 4 o’clock position.
- The teaspoon should be placed at the same angle as the cup handle.
Milk and Hot Water Placement:
- Place on the right side of the tea cup with handles facing the guest for easy reach with the right hand.
Sugar Bowl Standards:
- 6 cubes of white sugar.
- 6 cubes of brown sugar.
- 1 bowl of only white granular sugar.
- Serve low-calorie sugar only upon guest request, except in in-house dining. All these should be placed on an underliner.
Serving Tea/Coffee:
- Ask the guest if they would like milk.
- If milk is desired, fill the cup halfway with tea/coffee, then add milk to half the amount of the tea/coffee. Leave ¼ of the teacup empty for sugar and stirring.
Food and Garnish Placement:
- Garnishes should be placed at a 12 o’clock position.
- The main food item should be at a 6 o’clock position (may vary by hotel).
Cutlery and Napkin:
- Wrap cutlery with a clean napkin.
- For in-house dining, place cutlery on the right side of the main course.
Water Glass Filling:
- Pour water up to ¾ full (if applicable).
Cleanliness Check:
- All trays must be clean.
- Plate covers must be well washed and wiped.
- All cutlery must be clean and free of bad smells.
- All crockery must be clean and unchipped.
- Linens must be clean, well-pressed, with no loose threads.
- Glassware must be spotlessly clean.
Accompaniments Placement:
- Place on an underliner with appropriate cutlery on the right side of the saucer/underliner at a 4 o’clock position (may vary by hotel).
Handling Procedures:
- Handle glasses from the base.
- Do not touch the inner rim of plates.
- Hold cutlery only from the base and teacups from the handle.
- By adhering to these guidelines, service staff can ensure a high standard of service that is both professional and pleasing to guests.