Guest Experience and Branding

Service Standards and Procedures

1st JUNE 2019

Version 3

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Made of stainless steel

 Used for impeccable presentation by preventing food
from spreading whilst being plated
 Neatly shapes starchy food such as rice and mashed
potato

 Made of stainless steel

 Used along with the 9cm Ring to press molded food into
the perfect shape and avoid any overspill

 Disposable plastic bags

 Used for food decorating
 Falvored oil, whipped cream and cheese cream
 Bags will be pre-cut

 Disposable plastic gloves

 Crew MUST always wear gloves at all times when
handling food in the galley
 For hygenic purposes, change gloves when handling
different types of food

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Appetiser
 Main course
 To be presented after amuse bouche collection
 Used exclusively for First Class for both HB and LD

**Any chinaware with the same golden mountain pattern

is exclusive for First Class

 Exclusive for FC Bakery

 Part of table setup

Used for:
 Amuse bouche service
 Petit four
 Cookies

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 GENERAL PLATING GUIDE – V3

Used for:
 As an underline for tea/coffee cups
 As an underline for soup/yoghurt/cereal bowl

Used for:
 First Class tea service
 Offered individual for each guest
 Excelusive for First Class
 Tea pot capacity is equal to an amount of 2 tea cups
only that are ⅔ full, amount of hot water should not
exceed this amount to avoid leakage

 Used as an underline for demi tasse

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Part of table setup

**Any chinaware with a matt mountain pattern is exclusive

for Business Class

Used for:
 amuse bouche service
 petit four
 Cookies

Used for:
 As an underline for tea/coffee cups
 As an underline for soup/yoghurt/cereal bowl

 Exclusive for JC Bakery

 Used for Ice cream

 Excelusive for narrow-body main course

 Served using a plate lifter

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

Used for:
 Soup (covered with lid)
 Cereals, Museli, Granola (without lid)

NOTE: Soup MUST be served and placed on the guest

table with the lid ON. Remove lid after placing soup
spoon down.
Lid SHOULD NOT be kept on the guest table.

Used for:
 Appetiser (FC)
 Main course (FC-JC)

Used for:
 Salad
 Pasta (Any Vegeterian Dish)
 (FC-JC)

Used for:
 Appetiser (JC ONLY)
 Dessert
 Sandwiches
 Cheese

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Part of the table setup (for butter)

 Sugar holder for hot beverage service
 Used for discarding used tea bags (Damman Freres
and Dilmah)

 Part of the LD table setup (for vinaigrettes)

Used for:
 Plating chutney provided for the cheese service
 Caviar accompaniments

Used for:
 Warm nuts
 Arabic mezza dips

 Tea/Coffee Cup
 Demi Tasse Cup

 Part of table setup

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

Used for:
 Yughurt
 Foul Modammas

 Small china cup used for serving Omani Coffee

 Used on CAN flights only

 Used for congee

 Used on CAN flights only

 A flat piece of chinaware used for resting the
chopsticks without touching the table

 Used for offering of hot/cold towels

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 GENERAL PLATING GUIDE – V3

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Cocktail Fork
 Table Fork
 Table Knife
 Soup Spoon
 Table Fork
 Table Knife
 Dessert Spoon (if requested)
 Table Fork
 Table Knife
 Dessert Spoon
 Dessert Fork (Fruit/ Cheese/ Cake)
 Butter Knife (Fruit/ Cheese/ Cake)
 Dessert Spoon (Ice Cream)

 Table Fork
 Table Knife
 Soup Spoon
 Table Fork
 Table Knife
 Dessert Spoon (if requested)
 Table Fork
 Table Knife
 Dessert Spoon
 Dessert Fork (Fruit/ Cheese/ Cake)
 Butter Knife (Fruit/ Cheese/ Cake)
 Dessert Spoon (Ice Cream)

Contents:
 Dessert Spoon
 Table Fork
 Table Knife

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Show Plate  Rectangular Plate

 Main Plate  Soup Bowl/Saucer
 Soup Bowl/Saucer  Deep Round Dish
 Deep Round Dish  8 cm Bowl
 8 cm Bowl

 Show Plate  Main Plate

 Main Plate  Deep Round Dish
 Deep Round Dish

 Rectangular Plate  Rectangular Plate

 Bakery Bowl  Bakery Bowl

 Water Tumbler
 Bakery Bowl
 Salt and pepper cruet set
 Butter Dish
 Dip Dish
 Side Plate
 Butter knife

 Show Plate  Main Plate

 Main Plate  Soup Bowl/Saucer
 Soup Bowl/Saucer  Rectangular Plate
 10cm Bowl

 Show Plate  Main Plate

 Main Plate  Deep Round Dish
 Deep Round Dish

 Water Tumbler
 Bakery Bowl
 Salt and pepper cruet set
 Butter Dish
 Side Plate
 Butter knife

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

Bakery Basket 1
Bakery Tong 1
Side Plate 15
Butter Dish 15
Cruet Sets 15
On black tray
Butter Knife 15
Vinaigrette Dressing 15
On black tray LD
Dipping Dish 15
Selection of On a rectangular
preserves HB 15
plate

Table napkin 15
Table cloth 15
Glass tumblers
15
On a large non skid tray
Water bottles 2

Silver Tray 1

1. This service is ONLY applicable on JC for LD/HB service on LHR flight ONLY UNTIL
FURTHER NOTICE
2. It is applicable ONLY when 5 guests or more are dining at the same time. If less than 5, set
up table individually using silver tray
3. Refer to the above table as a checklist to ensure no equipment are missed during trolley
preparation stage
4. Ensure to apply breaks on the trolley during table set up for safety purposes

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 GENERAL PLATING GUIDE – V3

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 GENERAL PLATING GUIDE – V3

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 GENERAL PLATING GUIDE – V3

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 GENERAL PLATING GUIDE – V3

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 GENERAL PLATING GUIDE – V3

 Amuse bouche
 Vegetables and sauce

 Spread leaf on the plate

 Pour provided sauce neatly on the side
of the leaf

 Place amuse bouche neatly on top of

the sauce

 Place vegetables neatly on top of the

leaf

MUST be served with the cocktail fork

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Lemon wedge in muslin cloth

 Blinis
 Chopped red onion
 Sour cream
 Grated egg white
 Grated egg yolk
 Chopped Capers
 Chopped parsley

 Place the lemon wedge at 2 o’clock

position on the main plate
 Arrange Blinis from 9 o’clock moving
down
 Place the caviar glass bowl at 11 o’clock
 Place the pearl spoon between the
lemon wedge and Blinis
 Place the plate on a large black tray
with six accompaniments

 Place down the caviar plate first on the

show plate
 Followed by six accompaniments one
by one ensuring combination of colors
as per the below order:
 Chopped Capers
 Chopped red onion
 Grated egg white
 Grated egg yolk
 Chopped parsley
 Sour Cream

Caviar MUST be served underlined with a show plate.

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 1 Serving of soup in an aluminum foil

 Garnish bulk loaded
 Bread stick bulk loaded

 Heat in the oven for about 15-20 min in

medium heat
 Take extra care while handling hot food
items, especially when removing the
foils from the oven
 Use oven gloves and remove the soup
foils from the oven ONLY prior to
serving
 Open the foil from one corner
 Pour the soup into the soup bowl

 Place garnish in the center of the bowl

 Followed by drizzles of FLAVORED OIL

in circular motion
 Ensure that soup is always served hot,
NEVER SERVE COLD SOUP
 Place the bowl lid on the bowl before
serving to guest
 Bread stick should be placed neatly on
the side of the soup saucer

Soup MUST be served underliend with a saucer and placed on the guest table with the lid
ON. Remove lid after placing soup spoon down.
LID SHOULD NOT BE KEPT ON THE GUEST TABLE

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Green salad in an aluminum foil

 Salad dressing in a small container
(Bottled Ambient salad dressing for LHR
should be offered)

 Use the deep round dish to plate green

salad
 Use your hand as illustrated to place the
greens in the middle of the dish

 Pour salad dressing in a circular motion

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 GENERAL PLATING GUIDE – V3

 Hot appetizer and vegetables sauce in

an aluminum foil
 Sauce, feta cheese and garnish in an
aluminum foil

 Pour the sauce neatly on one corner of

the plate

 Place warm appetizer on top of the

sauce
 Place vegetables on the other corner of
the plate
 Add feta cheese on top of the
vegetables

 Garnish with fresh herb

FC Appetiser MUST be plated on main plate underlined with show plate.

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Service Standards and Training
 GENERAL PLATING GUIDE – V3


 Hot Mezze with sauce in an aluminum
foil
 Garnish
 Pre-plated 3 Cold Mezze options on
8cm bowls

 Pour the sauce neatly on one corner of

the plate
 Place warm appetizer on top of the
sauce

 Place vegetables neatly around the hot

mezze

 Place Arabic bread neatly on the other

corner of the plate
 Place garnish on top of the hot mezze

 Place Arabic bread on the other corner

of the plate
 Offer along with three cold components

FC Arabic Mezze MUST be plated on main plate underlined with show plate.

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 In an aluminum foil: Starch, Protein

(Chicken/Meat/Seafood), vegetables and
sauce

 Place the food ring in the middle of the

plate
 Place the starch in the food ring and
press using the presser

 Place the protein on top of the starch

 Place vegetable around ensuring colors
variation
 Carefully lift up the food ring

 Place the sauce at two opposite points

 Place garnish on top

 Drizzle with FLAVORED OIL around the
dish

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 In an aluminum foil: Pasta (any

type), vegetables and sauce
 Parmesan cheese

 Use the deep round dish to plate

pasta
 Place the food ring in the middle of
the plate

 Place the pasta in the food ring

 Place vegetable around ensuring
colors variation
 Remove the food ring by lifting it up
carefully
 DO NOT USE THE PRESSER

 Place the sauce at two opposite

points
 Sprinkle parmesan cheese on top of
the pasta

 Place garnish on top

 Drizzle with FLAVORED OIL around
the dish

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 GENERAL PLATING GUIDE – V3

 Muesli/Granola packs are provided bulk

loaded
 Fruit compote, toasted nuts and garnish
are provided separately

 Empty cereal pack in the bowl

 Pour the sauce in the center on top of
the muesli

 Place provided nuts flakes on top of the

sauce

 Place fresh fruit garnish on top

 CEREALS MUST BE OFFERED UNDERLINED WITH A SAUCER

 Offer fresh milk with cereals
 Offer guest the choice of full cream or low fat milk during meal order
 Milk should be poured at guest’s table

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Yoghurt packs are provided bulk loaded

 Fruit compote and garnish will be
provided separately

 Shake the yoghurt pack

 Empty yoghurt pack neatly in the 10cm
bowl

 Pour the fruit compote in the center of

the bowl

 Place provided garnish on top of the

compote
 Prepare the bowl on a saucer and place
on the silver plate
 Approach guest and place down the
yoghurt bowl underlined with a saucer in
the center of the table

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 In an aluminum foil: Foul Modammas

and hot accompaniments
 Cold accompaniments
 Garnish

 Empty the Foul Modammas container in

the 10cm bowl
 Place garnish on top of the hot mezze
 Place the bowl on the right side of the
rectangular plate

 Place the hot components in the middle

of the rectangular plate
 Place the Arabic bread neatly of the left
side of the rectangular plate
 Offer along with the three cold
components

FC Arabic Breakfast MUST be plated on main plate underlined with show plate

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

In an aluminum foil:
 Omelet
 Protein piece
 Vegetables
 Sauce

 Place the omelet diagonally on the

center of the plate
 Place vegetables neatly on the side

 Lean protein against the eggs

 Place the sauce at two opposite points

 Place garnish on top

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 In an aluminum foil: Pasta

Cannelloni, vegetables and sauce

 Use the round deep dish to plate

cannelloni pasta
 Place cannelloni pasta diagonally in
the center of the plate

 Pour the sauce evenly around the

pasta
 Place vegetable on top and around
the pasta ensuring colors variation

 Place garnish on top

 Drizzle with FLAVORED OIL around
the dish

only Pasta Cannelloni is plated WITHOUT the food ring. All other pasta types MUST be
plated using the food ring WITHOUT the presser.

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 Freshly cut fruits, banana leaf and

sauce in an aluminum foil

 Spread banana leaf on the rectangular

plate

 Place fruit diagonally maintaining an

even distance within the center of the
plate
 Place sauce at two opposite points
 Place mint garnish on top

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Ice cream scoops

 Fruits
 Sauce
 Garnish

 Place ice cream scoops horizontally in

the middle of the bakery bowl

 Neatly pour provided sauce on the top

scoop

 Neatly place provided fruit on top of the

scoop and at two opposite points on the
bowl

 Place WHIPPED CREAM at two

opposite points
 Garnish with provided mint leave or
chocolate

Bakery bowl MUST not be served underlined.

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Assorted dessert portions

 Sauce

 Arrange trio dessert evenly on the

rectangular plate

 Pour sauce neatly at two opposite points

 Place Whipped Cream at two opposite
points

 Garnish with mint leave

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Selection of cheese, grapes, dried fruits,

carrots and chutney
 Crackers

 Place cheese pieces diagonally on the

center

 Place grapes on the side and spread

accompaniments as illustrated
 Place chutney on the side

 Place crackers neatly on the side

 Pour chutney on a dipping dish and
place it on the left top side

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 GENERAL PLATING GUIDE – V3

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 GENERAL PLATING GUIDE – V3

 Savory sandwich diagonally cut

 Vegetables, sauce and garnish

 Place the sandwich on the side with one

piece slightly leaning (crossing over) the
other using a rectangular plate

 Place vegetables on the other side of the

plate
 Garnish with fresh herb

 Place sauce at two opposite points of

the savory sandwich/tart

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Made of stainless steel

 Used to mix alcoholic beverages by shaking. When ice is
put in the shaker this allows for a quicker cooling of the
drink before serving.

 Components of the cocktail shaker:

1. Stainless Steel Tumbler
2. Strainer
3. Lid

NOTE: The lid and strainer MUST be properly secured to

avoid leakage while preparation.

 Made of stainless steel

 Used as a unit of measurement in cocktail preparations
 25ml is equivalent to one shot
 50ml is equivalent to two shots

 Made of stainless steel

 Used to pick up ice cubes for beverages preparation

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 Champagne
 ½ glass Orange juice

 Fill the champagne flute ½ with chilled

champagne
 Top up with orange juice

 Orange Slice

 Champagne Flute

 3 ice cubes
 1 shot of Vodka
 1 shot of Campari
 25ml lemon juice Chilled Champagne

 Add 3 ice cubes in the cocktail shaker

 Add 1 shot of Vodka using the measuring
cup
 Add 1 shot of Campari using the measuring
cup
 Add 25ml of of Lemon juice using the
measuring cup
 Shake well and neatly pour into the
champagne flute and top up with
champagne

 Orange Slice

 Champagne Flute

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 3 ice cubes
 2 shots rum
 ½ tumbler of lemon juice

 Add 3 ice cubes into the cocktail shaker

 Add 2 shots of rum using the measuring
cup
 Add ½ tumbler of lemon juice and shake
well
 Strain into tumbler glass

 Lemon Slice
 Swizzle Stick
 More ice if required

 Tumbler Glass

 3 ice cubes
 2 shots rum
 1 shot Cointreau
 25ml lemon juice
 23ml orgeat syrup

 Add ice cubes into the cocktail shaker

 Add 2 shots of rum using the measuring
cup
 Add 1 shot Cointreau using the measuring
cup
 Add 1 shot orgeat syrup using measuring
cup
 Add 25ml of lemon juice and shake well
 Crush some ice and place into the tumbler
glass. Pour the cocktail into crushed ice

 Lemon slice
 Swizzle stick

 Tumbler Glass

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 3 ice cubes
 3 crushed sugar cubes
 2 shots of rum
 5 mint leaves
 23ml of lemon juice
 Soda water

 Add 3 ice cubes into the tumbler glass

 Add 3 crushed sugar cubes followed by 2
shots of rum using measuring cup
 Add 25ml of lemon juice
 Add 5 pieces of fresh mint
 Top up with soda water and stir well

 Lemon Slice
 Mint leaves

 Tumbler Glass

 3 ice cubes
 1 shot vodka
 Orange juice

 Add 3 ice cubes into the tumbler glass

 Add one shot of vodka using measuring
cup
 Top up with orange juice

 Orange slice
 Swizzle stick

 Tumbler Glass

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Service Standards and Training
 GENERAL PLATING GUIDE – V3

 3 ice cubes
 1 shot of vodka
 Half tumbler glass of tomato juice
 3 dashes of Worcestershire sauce
 1 dash of tabasco sauce
 Salt and pepper

 Add 3 ice cubes into the cocktail shaker

 Add 1 shot of vodka using measure cup
 Add 3 dashes of Worcestershire sauce
 Add 1 dash of tabasco
 Add a pinch of salt and pepper
 Top up with half tumbler of tomato juice
and shake well
 Add 3 ice cubes into tumbler glass
 Strain the cocktail into the tumbler

 Lemon Slice
 Swizzle Stick

 Tumbler Glass

 3 ice cubes
 A shot of gin
 Tonic

 Add 3 ice cubes into the tumbler glass

 Add 1 shot of gin
 Top up with tonic water

 Lemon Slice
 Swizzle Stick

 Tumbler Glass

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 GENERAL PLATING GUIDE – V3

 1 shot of rum
 ½ shot of lemon juice
 Cola

 Add 3 ice cubes into tumbler glass

 Add 1 shot of rum
 Add ½ shot of lemon juice
 Top up with cola

 Lemon Slice
 Swizzle Stick

 Tumbler Glass

 1 sugar cube
 1 dash of angostura bitter
 1 shot brandy
 Chilled champagne

 Place 1 sugar cube in champagne flute

 Dash a drop of angostura bitter
 Add 1 shot of brandy
 Top up with chilled champagne

 None

 Champagne Flute

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