Food, Drinks, Emotions
Welcome to IndaPubs’ Induction, Standards & Service Training presentation
This platform is here to give you the essential tools to shine and to feel confident in your new team.
You’ll discover our staff guidelines, our work ethics, and the intimate, thoughtful style of pub food service that defines IndaPubs.
At IndaPubs, we don’t just train staff — we support people in building a meaningful 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 IndaPubs Service
Technical Guide for Smooth Food & Drink Service
Introduction to Silent Communication
Service at IndaPubs is more than a series of steps — it is a rhythm, a shared energy, a dance between team members and guests. From the first welcome to the final farewell, every moment is an opportunity to create connection, to make someone feel seen, valued, and cared for.
Through this guide, you will discover how to move as a team, how to read each other’s cues, and how to adjust — silently, intuitively, energetically. When the team is tuned, aligned, and moving together, work becomes lighter, communication flows effortlessly, and the true pleasure of service begins.
Silent communication is our secret language. It allows each of us to anticipate, support, and harmonize with one another. It is in this shared awareness that the magic happens: the floor becomes calm, confident, and alive; the guests feel it; the team feels it. it s a ballet.
By following these three stages of service and embracing the energy of alignment, you will not only serve — you will create moments that linger in the hearts of our guests, moments that make them come back, not just for the food, but for the feeling of being truly welcomed.
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
1
Welcome Every Guest with a Smile and enthusiasm
At IndaPubs, the first moments are everything.
Greet every guest with warmth and a smile — your energy sets the tone for their entire experience.
Are they here for a drink, a meal, or both?
Your first words start the relationship:
"Welcome! How are you today? How may I help you?"
Guide them gently — to the bar, or to their table — and let the IndaPubs experience begin
Appropriate Seating and Presentation
Whenever possible, let guests choose their preferred seat — a small gesture that makes them feel truly welcome.
For bookings:
  • Ensure the table is ready: napkins, cutlery, salt, pepper, water glasses, and a reserved sign or booking tile.
  • Remove the booking tile once guests are seated, so silent communication remains clear.
For walk-ins:
  • Seat guests at tables suited to their party size.
  • Check they are happy with the table offered — a small question, a big signal of care
The First Steps at the Table
  1. Hand the menu.
  1. Offer mineral water or bring a jug of water and pour it — our first gift of hospitality.
  1. Introduce the specials, highlighting what makes the moment unique.
Silent communication ensures your colleagues know the guests are greeted and looked after.
If the table was set for four but only three are present, remove the extra cutlery — clarity creates harmony.
Basic Table Setting: Napkins, main cutlery, salt, and pepper. Simple. Clean. Ready.
Taking Drink Orders
  • Always use an order pad and pen — confidence matters.
  • Recommend a wine by the glass, our special cocktails, or highlight seasonal products.
  • Deliver drinks professionally, with care, on a tray.
When the team is aligned, each action flows naturally, each gesture feels effortless.
This is the first stage of service — where rhythm, and harmony begin, and the pleasure of service emerges.
Stage 2: Order, Set up, and Deliver
Turning Orders into a Shared Experience
Taking a food order is more than a task — it is a responsibility and an opportunity to delight. Only trained team members should take orders, as each choice flows through the kitchen, the pass, and the floor. To do this well, you must know the menu, understand allergens, and master our service procedures
Methodical and Attentive Ordering
  1. Ask if guests are ready to order — your presence and attention signal care.
  1. Check for allergies — always confirm and make clear notes. Silent communication ensures the entire team is aware.
  1. Invite questions about the dishes — sharing knowledge creates confidence and comfort.
  1. Take the order carefully — use a clean, ready order pad and pen. Every gesture reflects the quality and standards of IndaPubs.
  1. Repeat the order slowly for confirmation — accuracy is a sign of respect.
  1. Add special instructions for the team: starters to share, sauces or dressings on the side, mustard preference, “all together…
Communicating with the Team
Once the order is set:
  1. Indicate the table situation clearly — silent communication guides your colleagues:
  • Need Setting: The table requires preparation (mostly for bar staff).
  • Table Set: The table is ready to receive dishes.
  • Need Sauces Only: The table is ready, just bring sauces with the dishes.
A fully ready table is not optional — it’s our duty to the guests and a way to reduce stress for the team.
  1. Remove the menus from the table — a subtle signal to your colleagues that the order is complete.
Stage 3: The Second Setting & Food Delivery
Creating Comfort, Flow, and Delight
This is a crucial moment — a chance to show how much we care about the guest experience.
The second setting, the final touches before the food arrives, is where comfort, attention, and harmony meet.
Your focus here is simple: make sure nothing is missing, nothing is overlooked, everything is ready for a flawless meal.
Table Setting —
The Art of Preparation
Use a setting tray and follow the order carefully:
  • Salt and pepper
  • Starter cutlery (if guests are having starters)
  • Sharing plates (for shared dishes)
  • Steak knives (for steaks)
  • Soup spoons and appropriate ware
  • Ketchup, mayonnaise, or condiments for burgers & fries
  • Mustard for steaks
  • Malt vinegar for fish & chips
✨ Clean, shiny plates and cutlery only — no fingerprints.
By preparing the table with care, you are guiding your colleagues and creating a comfortable, welcoming moment for the guests.
Silent communication ensures everyone on the floor knows the table is ready.
Nothing should be missing — this is one of IndaPubs’ keys to great hospitality.
Doing it well is rewarding and fun.
Delivering Food — Elegance & Focus
FOCUS, FOCUS, FOCUS
  1. Double-check the ticket and table number.
  1. Carry plates high, with pride.
  1. Never stop en route to chat — hot food is your priority.
  1. Serve with elegance and charm; serve guests on their right when possible.
  1. Check again — starters, sharing plates, steak knives, condiments, finger bowls, sauces — everything perfect.
Your magic eye ensures the table is flawless, and your energy signals confidence and care.
The Magic Question
Ask, with warmth and presence:
"May I bring you anything else?"
  • If the answer is “No, we’re fine, thanks” — congratulations, the table, food, and service have flowed beautifully. The ballet is smooth!
  • If guests need something extra — a drink, an additional plate, or coloring crayons for kids — perfect: you’ve asked the magic question, and your service adapts with grace.
Subtle Quality Checks — Seeing Without Interrupting
  • Follow up with open-ended questions: “How is everything for you?” rather than yes/no questions.
  • Keep visual awareness of all your tables.
  • Maintain gentle eye contact — sometimes it’s all you need to prevent issues before they arise.
When you deliver food with focus, elegance, and attention, you’re not just serving a meal — you’re orchestrating a moment of delight.
Understanding Up-selling and Cross-selling
At Indapubs, we use two key approaches to enhance our guests' dining experience:
Up-selling = Elevate
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 = Complement
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
  • 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