Presentation on theme: "Hotel & Restaurant Training Services Etiquette for Everyone!"— Presentation transcript:
1 Hotel & Restaurant Training Services Etiquette for Everyone! Business EtiquetteBasic Essentials of the Dinner Table EtiquetteTechnology EtiquetteBusiness CardsGrooming & AppearanceMeal Etiquette & MannersDiversity Etiquette
2 Business Etiquette & Protocol for Professionals Session One Session TwoEffective Introductions Styles of EatingForms of Address Navigating the Place SettingProper Handshakes Hands- On Multi Course DinnerRemembering Names Rules for Dining SuccessConversational Skills Mastering Difficult FoodsMaking a Entrance Dealing with Social & dining emergenciesWorking a Room Host, Hostess and Guest DutiesHow to meet, greet & treat clients etc Combining Meals & BusinessBusiness Card Protocol Receiving LinesDressing for success Do’s and Don’t of an office partyBusiness manners Table MannersTechno Etiquette
3 Business Etiquette Initiating and receiving a handshake in business How a woman shakes hands with a manHow a man shakes hands with a womanInitiating the handshake based on hierarchy. For example, Senior VIP initiates a handshake to one of their employeesGiving and receiving a business cardEtiquette guidelines for asking someone’s card and receiving itAsking for a card is based on hierarchy. For example, a senior ranking employee asks a junior ranking employee for their card, etc.The nonverbal components of giving & receiving a business cardIntroducing and being introduced in businessEven the most casual business introductions are based on hierarchy. For example, the name of the most important person in he introduction is used first.Company executives receive employees. Client and dignitaries receive company executives.Remembering names in business is good etiquette.
4 Social-Business Etiquette Basics Social etiquette is most valuable for the first and lasting impressions. Meeting people in the business or formal sense is going to occur, no matter how much we don’t want it too.The first handshake will probably be with the hostess/host; however, it may also be with the person in the room who has the greatest amount of authority. It is therefore important to know how to make a good impression by showing off your social etiquette skill during introductions. In body language, you will assert yourself better if you make eye contact. Shake hands of the person you are being introduced to firmly but not too excitedly. You do not want to have a handshake that seems overcompensating, overly friendly, or too weak. Practice ahead of time.Introductions have social etiquette rules. Traditionally, the person with the most authority is introduced first. The order of introduction is to say the name of the person with the higher authority or position of power and then the other person. Introductions are always done younger to older. If you are at a mixed banquet of officers and gentleman, social etiquette rules say that introductions go from the non-official person to the official person, or junior executive to the tenured or senior executive. Give enough information in the introduction so that your relationship with them, as employee or boss or second in command is apparent. Try to remember the names of the people you are introduced too. You can also keep a small notebook so that you can follow up with important people at a later time, but do not scribble in the notebook when you are being introduced. After the party or when you are alone is appropriate time to jot down your notes.
5 Social-Business Etiquette Basics Always be polite to the staff and servers, and especially us “Please and Thank You” often for proper social etiquette. Again, this is a relatively easy one. The problem is that people at a dinner setting often forget to acknowledge the servers. Ignoring the servers is not in good manners at all. It shows a certain amount of friendliness and social graces when you look directly at the servers, smile, and thank them for their service.Focus on the host and hostess rather than the food. Keep the conversation light. Do not delve into graphical conversations, sex, medical, etc. and stay away from work related topics unless the higher up asks you about work. Show interest in the conversation, even if it’s boring. If you don’t know very much about the topic, do not fake knowledge. Instead, ask polite and non-intrusive questions. This is simply respect for the guests.Never discuss food that is not to your liking, do not return food unless you are allergic to it, and if you must return it, do so to the servers, be overly polite about doing so.TURN OFF ALL CELL PHONES. This way, you will not make social etiquette mistakes by talking on the phone while people are trying to enjoy the meal.
6 Social- Business Etiquette Basics Business Situations also have a fair amount of required social etiquette. This Is not only the first impression point made earlier, but also something that stays with you throughout your career. Nobody wants to be branded as being pretentious or rude, so some social etiquette rules for business functions can remove these brandings.Business social etiquette is not about a power struggle. It is about exhibiting respect for others and sticking to the Golden Rule we ;earned in kindergarten: Treat others as you want to be treated. Keep your posture open but formal. Sit up or stand straight, but do not cross your arms or place your hands behind your head. Use your words to show your professional attitude. Do not use slang terms, “uh”, or “um.Social etiquette also transforms into our business correspondence. This is more than knowing the proper margins for openings and closings. First, if you do not know the sex of the person you are writing do not use Ms., or Mr. Instead, use the full name: Dear Toni Smith, woman are always Ms.Do not use all caps, italics, bold or otherwise odd type font. Arial type font in purple size 44 is neat to look at, but not in a formal thank you note or . Proofread and check the spelling of your writing. letters should always have a subject line and a signature when possible.In closing, the most important social etiquette is to be respectful. Speak clearly and politely while using proper poise. If all else fails, take a moment to observe hoe people around you are behaving and emulate their actions. Take a breath and smile. Make conversation with people by being polite and responsive, but not too loud and abrasive.
7 Meal Etiquette General Rules: When holding your fork while cutting meat, do not hold the fork He Man style. Turn the fork over and place your pointer finger on the handle towards the prongs of the fork.Rest position for silverware is at top of the plate.Finished position for silverware is at the 4 O'clock position.Have the knife above the fork when finished; the blade of the knife should be facing you; the blade of theFork should be facing up.A LADY IS TO PLACE HER PURSE ON BACK OF THE CHAIR OR UNDERNEATH IT. Don’t forget it!!!Do not share food.Pass everything to the right-starting with the person who the item is in front of.Do not point with silverware.Use your napkin every two or three bites.Never talk with food in your mouth.Never say that you do not like something, try everything.Never place a used utensil on the table.Do not use the side of the fork to cut anything.Never order alcohol first and never order it during an interview.
8 Meal EtiquetteIf you must leave the table, leave the napkin on the chair.When finished, leave the napkin on the left hand side of the table.Don’t drink with food in your mouth-even if the food is too hot.Do not swish drinks inside of your mouth.Do not shovel your food, mash it together or eat just one thing at a time.Do not reach for anything. Ask politely.Watch your conversations-be polite. POLITICS, RELIGION AND SEX are dangerous topics. Do not GOSSIP!!!!!Do not groom at the table-including lipstick or picking your teeth.Do not be the first or last to finish eating (unless there are only two people).Chew your food well before swallowing.Wait for everyone to get their food before starting to eat.Once you place your napkin on the table, do not eat or drink anything else.Only put bite-size pieces of food in your mouth.Take silverware from the outside in-the salad fork is the outside fork.Do not pick up anything if you drop it on the floor.
9 Meal Etiquette How to drink iced tea: Drinks are at your upper right of the place setting.Do not take more then two packs of sugar.Do not tear off the whole top of the sugar.Slide the sugar packet garbage under the liner plate.Rub lemon around the brim of glass.Cover the lemon with your hand so you do not squirt anyone. Do not touch the glass with your spoon as you stir.Place the spoon behind the glass when finished.How to deal with bread (rolls) and butter:Bread & Butter are to the right and at the top of your dinner setting. Do not move them from here. Put butter on the bread and butter plate.When passing dinner rolls, ask person to your left if they would like a roll, then pass to the right.Do not bring the plate by you.Break small bite-size pieces off the roll and butter each one at a time.Do not clean off the crumbs that fall on the table. If it is too bad, as the server to do it.
10 Meal Etiquette How to eat your soup: The spoon should go away from you, not towards you when picking up the soup.Take a minimum of two or three bites; first is testing for temperature and the second is for flavor.Drink your soup from the side of the spoon.Place spoon on back of liner plate when finished eating.Do not blow on the soup if it is too hot-just move the soup around a little in your spoon.Do not eat crackers with your soup.When at the bottom of soup bowl, DO NOT tip bowl away from you to get the last bit out.How to eat a salad:Use a salad knife to cut the saladThe smaller outside fork to the left is the salad fork.At a more expensive restaurants, sorbet will be served between the soup and the entrée.
11 Dinner Table Etiquette The 10 Do’s! 1. Once seated, unfold your napkin and use it for occasionally wiping your lips or fingers (every two to three). At the end of dinner, leave napkin tidily on the left hand side of the place setting.2. It is a good dinner table etiquette to serve the lady sitting to the right of the host first, then the other ladies in a clockwise direction, and lastly the gentlemen.3. Hold the knife and fork with the handles in the palm of the hand, forefinger on top, and thumb underneath.4. Whilst eating, rest the knife and fork on either side of the plate between mouthfuls. When you have finished eating, place them side by side in the center of the plate.5. If the gourmet food presented to you is not to your liking, it is polite to at least make some attempt to eat a small amount of it, or at least, cut it up a little and move it around the plate!6. It is quite acceptable to leave some food to one side of your plate if you feel as though you have eaten enough. On the other hand, don’t attempt to leave your plate so clean that it looks as though you haven’t eaten in days!7. Desserts may be eaten with both a spoon and fork, or alternatively a fork alone if it is a cake or pastry style sweet.8. Should a lady wish to be excused for the bathroom, it is polite for the gentlemen to stand up as she leaves the table, sit down again, and then stand once more when she returns.9. Always make a point of thanking the host and hostess for their hospitality before leaving.10. It is good dinner table etiquette to send a personal thank you note to the host/hostess shortly afterwards.
12 Dinner Table Etiquette The 10 Don’ts 1. Never start eating before a signal from the host/hostess to do so.2. Fork should not be turned over unless being used for eating peas, sweet corn kernels, rice or other similar foods. In which case, it should be transferred to the right hand. However, at a casual buffet, or barbecue, it is quite acceptable to eat with just a fork.3. It is not generally regarded as good dinner table etiquette to use one’s bread for dipping into soups or mopping up sauces.4. Loud eating noises such as slurping and burping are very impolite. The number 1 sin of dinner Table Etiquette.5.Talking with one’s mouth full, is not unpleasant to watch, but could also lead to choking! Definitely not a good idea!6. Don’t stretch across the table crossing other guests to each food, wine or condiments. Instead ask a guest sitting close to pass the item to you.7. Good dinner table etiquette sometimes involves a degree of diplomacy when it comes to the host’s choice of food and wine! Even if you feel that you can do better, don’t even offer your criticism. If you feel unable to pay any compliments, at least remain silent on the subject.8. Picking teeth (unless toothpicks are provided) or licking fingers are very unattractive. The only exception to the latter is when eating meat or poultry on the bone (such as chicken legs or ribs). In which case, a finger bowl should be provided.9. Drinking too much can be very embarrassing!
13 Dinner Table Etiquette- The 10 Don’ts 10. Don’t forget to make polite conversation with those guests around you. Luncheons, dinners, dinner parties are meant to be a sociable occasion!!