Page 90 - Waiter-Learner Manual (ENGLISH).indd

FOOD AND BEVERAGE SERVICE - LEARNER'S MANUAL

13. Thank guests and remove menus.
14. Take the order for wine and beverages (if applicable). This ensures drinks will be
served at correct time and temperature. Use separate BOT (bar order ticket).
15. Distribute the copies of the KOT/BOT.
• Take top copy of food/Beverage KOT (kitchen order ticket)/BOT and place
food order in kitchen & beverage order at the bar.
• Retain second copy for your record, and for making out the bill, later.
• Third copy goes to cashier (if applicable).
16. Serve the beverages first, followed by the starters, soups and main courses.
17. When guests have finished main course, present menus to see if they require any
desserts or coffees.
18. Take orders for sweets and coffee.
19. Placing Food and Beverage orders in the relevant areas.
20. Serve

Did you know? Waiting time

One of the most common complaints that guests have in restaurants concerns the
amount of time they have been kept waiting - either for service or for food or drink.
Waiting time must be kept to a reasonable minimum between courses. If guests are
kept long without food or drinks, it gives them sense of not being cared and gives the
establishment a bad name. So the timing of service is important to everyone for different
reasons:

• Guests might be hungry or tired and therefore impatient to get their meal or
drink.
• Food/beverage service staff want to avoid stress and allows serving time,
especially if there is more than one table to serve.
• Food production staff want to have sufficient time to cook, especially if it is an A
La Carte menu.

6.4.4 Process Payments

Standard procedures are required when preparing bills, receiving payments and handling
cash.

Guest Bills

It is usually the responsibility of the cashier to open and maintain the guest bill. However,
the server has a very important role to play to ensure that accurate information is given
to the cashier in a timely manner.

• Upon receiving the duplicate copy of the food check from the waiter/waitress,
the cashier opens a bill, in duplicate, according to the table number on the food
check.
• All the sets of bills are serial numbered, for control purposes.
• As the cashier receives checks, he/she enters the items ordered on to the bill
together with the correct prices.
• The bill and duplicate checks are pinned together and may be placed into a

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