Food, Drinks, Emotions
Welcome to Indapubs's Induction, Standard & Service Training Platform
You will find the basic tools to shine and to integrate efficiently in your new team.
The staff guidelines, our work ethics and our intimate style of pub food service will be no secret for you.
Indapubs is helping you build your career in hospitality.
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Staff Guidelines
The Guest Obsession
The C.H.E.F. Method
The Full Attitude
The Three Stages of IndaPub Service: Technical Guide for Smooth
Food and Drink Service
Introduction to Silent Communication
We elevate your pub service with our essential guide. From greeting to farewell, learn to provide memorable experiences that keep guests coming back. Enhance team communication by following these consistent working steps.
What is Silent communication?
Silent communication is the unspoken language we use during service. Every small action on the table is a discreet signal to the team — a way to communicate without words and without interrupting the guest experience.
Whether it’s bringing or clearing the food menu, placing cutlery or sauces with intention, clearing a table perfectly, or giving precise information on a food ticket — every detail contributes to a silent ballet that the whole team understands.
When it gets very busy in our pub, this is what makes the difference. These signals allow us to stay calm under pressure, move with purpose, and deliver smooth, professional service — even at the busiest times.
It’s how we anticipate needs, support each other, and create a seamless, elegant experience for every guest, every time.
Stage 1: Greet, Seat, and Drinks
Welcome Every Guest with a Smile and Enthusiasm
Greet all customers with a warm welcome and a smile.
This first impression sets the tone for their entire experience.
Are they visiting for a drink? a meal? or both?
You start your relationship with the customer with:
"Welcome, how are you?" "How may i help?"
Indicate the bar or offer table service if they want to have a drink
If they wish a meal, you must show how we receive people at Indapubs, let the show begin!
Appropriate Seating and Presentation
As much as you can let people choose their preferred seats so they feel even more welcome.
If it s a booking, please welcome with insurance and honor the booking process:
A/ the table must be ready: napkins, cutlery, salt, pepper, and water glasses, a booking tiles or a reserved sign on the table.
B/ Ensure that you take the booking tiles off the table when people sit down.
If its not a booking seat guests at tables suited to their party size and always make sure people like the table that you are offering.
Elementary process:
1/ Give the menu
2/ Offer mineral water or a jug of water and pour the water (it s our first welcoming gift)
3/ Inform the customers about the specials.
At that stage your colleagues will know the customers have been greeted and are being looked after (silent communication)
If the table was already set up for 4 people, and the guests are only 3, remove the extra pair of cutlery. Leaving the unnecessary cutlery could mislead your colleagues to believe the guests are expecting another person. (silent communication)
Set the table with the BASIC SETTING :
Napkins, Main cutlery and Salt and Pepper
Take a Drink Orders
Always with an order pad and a pen.
Confidently recommend your wine by the glass,
or highlight our special cocktails,
or recommend our products
and deliver drinks professionally on a tray.
Stage 2: Order, Up or Cross sell, and Deliver
Take a Food Orders Methodically
Taking a food order is a great responsability, only confirmed members should be allowed to do so. You will give instructions to the kitchen team, to the pass, to the waiter stations. You must understand the menu completely, the allergens and our service procedures.
1/ Ask our guest if they are ready to order
2/Ask our guest if anyone has any allergy
If there are any allergy in your order, you will have to communicate to everyone about them, starting by making clear notes on your order.
3/ Ask customers if they have any questions about our dishes
4/Carefully take the order:
Always use a clean and ready order Pad and and your pen. The care you give while taking an order reflects on our standards.
5/Repeat slowly back to guests for confirmation.
6/Add any information useful to your team: starters to share, sauce on the side (SOS), Dressing on the side, All together, French or English mustard, Wholegrain mustard.
Finally communicate with the floor team:
7/ Indicate the situation of the table regarding the setting: see Picture
Need SETTING : Mostly for bar people, this indicate someone has to check, lay and prepare the table
Table SET: the table is ready to receive the dishes
Need Sauces only: The table is ready, just bring the sauces with the dishes
The table has to be fully ready when the food arrive, this is crucial, it's our duty as being to the customers and avoid stress to the team.
8/ Remove the menu from the table.
This indicates to your colleagues that the order has been taken. (silent communication)
The second Setting / Laying up
This is a crucial moment.
A great occasion to show how you care about the customer experience.
You are making sure the customers will not miss anything needed to enjoy their food experience.
Let s do it, It s easy you just need Focusing:
Use a setting up tray:
Follow the food order and accordingly bring:
1/Salt and pepper
2/Starter cutlery (if people are having starters)
3/Sharing plates (if people are sharing)
4/Steak knife (if people are ordering steaks)
5/Soup spoons and stafe for the soup
6/Ketchup, mayonnaise burgers and fries
7/Mustard for steaks
8/Malt vinegar for fish and chips
CLEAN and SHINY cutlery and plates (no fingerprints).
By doing a great table setting, you are guiding and helping the food runner, and by doing ultimately offering a comfortable moment to the customers and your colleagues. (silent communication)
Its a valuable and fun way to show how you care for the people.
Nothing should be missing when the food arrives; this is one of Indapubs' keys to great hospitality.
Deliver Food Professionally
FOCUS FOCUS FOCUS
1/Check and double check the ticket order and the table number you are going to.
2/ Carry the plates high and with pride
3/Do not stop on the way to the table to talk with colleagues or anyone.
4/Hot food for customers in your only priority.
5/Deliver with elegance and charm. Serve people on their right if you can. Never serve across people.
ULTIMATE CHECK and your MAGIC EYE
Again, make sure the table is fully set
Staters cutlery, Sharing plates, Steak knives, Malt vinegar for Fish and chips, Ketchup, Aioli , French or English mustard, Finger bowl (hot water and lemon) for Mussels , Oysters: Tabasco and tea spoon for sauce mignonette
it has to be perfect, we are developping Indapubs.
The MAGIC Question:
'May i bring you anything else?
1/"No we are fine thanks", JOB DONE
it means that the orders, the table setting, and the food running have been a success. The ballet is smooth!
2/ They need something else, its perfect you have said the Magic question:
Finish the process, bring a drink, an axtra plate, some coloring crayons for the kids JOB DONE Hooray!
Conduct subtle Quality Checks
Follow up with open-ended questions like 'How is everything for you?' rather than yes/no questions. Monitor drink levels and maintain visual awareness of all your tables.
Good eye contact is sometime sufficient to avoid troubling a conversation.
Understanding Up-selling and Cross-selling
At Indapubs, we use two key approaches to enhance our guests' dining experience:
Up-selling
Encouraging guests to upgrade to a higher-value version of what they are already ordering. This enriches their experience with premium options.
  • Suggesting a double gin instead of a single.
  • Recommending a premium wine over a house wine.
Cross-selling
Suggesting complementary items that go well with their current order, adding to the overall enjoyment of their meal.
  • Proposing starters, sides, or desserts.
  • Recommending a specific beverage pairing with their dish.
This distinction helps us tailor our recommendations thoughtfully and genuinely, focusing on enriching the guest's visit.
Cross-selling with Heart & Care
At Indapubs, up-selling isn't about pushing products; it's about enriching the guest's experience through thoughtful recommendations and genuine care. We believe true hospitality comes from guiding our guests to discover new favorites and enhance their dining journey.
Personalized Guidance
We recommend dishes, suggest options, and guide guests through the menu, helping them make choices that perfectly suit their tastes and mood.
Elevated Experiences
Through thoughtful food & drink pairing and enhancing their overall experience, we ensure every visit is memorable and special.
Insider Insights
By sharing team or chef's favorites and highlighting daily specials, we offer unique insights that connect guests to our passion for food.
Here are some specific techniques for delightful up-selling:
Shared Starters
When guests don't order starters, suggest shareable options that complement their main courses. Phrase it as an enhancement to their experience rather than an add-on sale.
Try saying: "Our home cooked Nachos are perfect for sharing whilst you wait for your main courses."
Side Dishes
Recommend complementary sides that enhance the main dishes ordered. Be specific about why certain combinations work well together.
Try saying: "The truffle chips pair beautifully with your steak."
Beverage Pairings or Double Up!
Suggest specific wines or drinks that enhance the flavors of ordered dishes. Share personal favorites to build authenticity and trust.
Try saying: "Our house Pinot Noir has notes of blackberry that would complement your lamb chops perfectly."
"A gin and tonic? Would you like a single or double?"
Stage 3: Clear, Desserts, and Coffee
Clear and Clean
1/ Make sure everyone has fully finished their meal before engaging this process.
Take a moment to engage with customers: "Have you enjoyed your meal?" "I see your plates are empty. May I clear your plates?"
2/ Methodicaly remove ALL plates, ALL Cutlery, ALL condiments, ALL ramekins, and gravy jars.
Clearing the table properly signals to your colleagues that the course is finished.
Leaving cutlery and condiments on the table at this stage is misleading. Your colleagues might assume customers are still waiting for food and may not interact appropriately. Support your team by completing tasks properly.
3/ Ask your team for help to clear a larger table, it give you and the guest a better experience.
During busy shifts or holiday seasons, this attention to detail makes a significant difference.
Complete your task 100%.
(Silent communication)
The Pudding, Coffee and Cocktail Menu. Our pride.
The "pudding menu" come to the table automatically after the main dishes have been cleared.
1/ It is part of the experience with us
2/ This our duty to the customers
3/ This is our duty to the Chef to offer this menu without exeptions.
Make personal recommendations to encourage this final course.
Placing the pudding menu subtly on the table while clearing the main courses.
It also indicates to your colleagues which stage the customers are at. It also invites them to take the order without talking. (Silent communication)
Take the dessert order, SET the table and communicate on your order.
1/Clean napkin, dessert spoon and fork for dessert.
2/Ice cream spoon for ice cream.
3/Knife and fork for cheese.
Take coffee and digestif orders.
Offer Hot Beverages and Spirits
Suggest coffee or tea,
or after-dinner drinks such as a fine whisky, cognac,
or Espresso Martini, Old fashioned
or Baby guinness, Tequila, make the party great!
Bill and Farewell
When someone asks for the bill,
Present the bill professionally to that same person with our business card,
Process payment efficiently,
Ensure a warm goodbye that invites return visits.
Essential Waiter's Tools
1
Always Carry These Items
  • A reliable pen
  • Waiter's pad for accurate order taking
  • Waiter's friend/corkscrew for wine service
  • A lighter
  • Clean cloth for quick spill cleanup
  • Make each journey in the pub worthwhile. Never leave the bar empty-handed; always return with a full tray.
2
Table Maintenance Standards
  • Always use hot, soapy water to clean tables, never spray directly. Wipe the table professionally. (See INDAPUB method)
  • Reset tables promptly after guests leave (on busy shifts)
  • Don't leave a booking tile on the table after the booking has arrived
  • Ensure glassware is spotless
  • Refill water jugs when needed
3
Professional Communication
  • Maintain appropriate eye contact
  • Speak clearly and at a moderate pace
  • Thank guests genuinely at each interaction
  • Avoid loud and private conversations in front of customers
  • Please avoid calling customers "guys", never use "mate"
4
Silent Team Communication
  • Following service steps precisely sends silent signals to colleagues
  • Placing or removing menus indicates course stage to the entire team
  • Proper plate clearing communicates meal progression
  • This systematic approach enhances customer experience
  • Eliminates unnecessary verbal communication and saves significant team time
5
Proper Handling Techniques
  • Our hands carry trays, food, and clean dishes to customers:
  • Please Never clear glasses by putting fingers inside - it's unhygienic and appears unprofessional.
  • Always hold glassware by the stem or base
  • Use trays properly to transport multiple items
  • Maintain cleanliness standards visible to customers at all times
  • Clean your hands as frequently as possible
6
Look After the Customer's "Bubble"
During the service, it's easy to forget that customers are having a private moment in a public place. We are not interfering with the customers' privacy by controlling the way we communicate with each other, about work or about private matters.
Whisper to each other is always Smarter.
Creating Memorable Service Experiences
The Magic Touch and Magic Eye
Before the service, look at the pub, step back and improve.
Team Collaboration: Work as One
As a winning team, we all go in the same direction;
Success is only collective.
Build Relationships
Create genuine connections by introducing yourself.
Fundamental Excellence
Politeness and discretion.
Be Kind, Be Smart, Be polite
Always Professional,
Enjoy and Have fun doing it!
Quiz time!
Check where you are at.
Help your team and colleagues to grow