Hilton Breakfast
• Introduction
• Product standards
• Service standards
Hilton Breakfast
“Breakfast is often the only F&B experience
of our guests and the last memory of the
hotel
… let’s make it an experience to remember!”
Consistently deliver the minimum
international standards
• Executive Chef must take full ownership
of the Hilton Breakfast product
• All products to be of best quality
• Food quality and presentation should
be monitored
• Attention to detail
• Training is ESSENTIAL
• Work closely together with service team
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
“Follow your Colour”
Guests want to know
more about the contents
of the items they eat
“Follow your Colour”
• Labels with colour codes to denote
characteristics of the food items will be used
• Low calorie & Low fat
• Hi-energy
• High fibre
• Low cholesterol
• Big time!
• Guests will be able to choose the ‘right’ items
for their breakfast and their day
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
Food labelling guidelines
There are 7 basic labels
to add to your buffet.
A food item may
correspond to several
colour codes.
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
Buffet set-up and management
• Buffet will look attractive, full, varied and fresh
• Dishes will be replenished during the
entire breakfast meal period
• Food displayed should be at its height in
terms of quality and appearance
• Fresh fruits will be part of the display
• We favour small food containers which are
replaced at regular intervals
Buffet set-up and management
• Each dish will have clean service cutlery
• Dishes will be replaced at regular intervals
• Buffet stations are fully stacked with plates,
bowls and glasses
• Enough food items and equipment are to be
available
• Operational checklist will be used
• The buffet will be fully set-up at least 10
minutes prior to the start of the breakfast!
Buffet set-up and management
• All dishes are labelled in English and in your
local language
• The food label will denote the characteristics
of the food items
• Food items containing pork will be clearly
marked
Buffet set-up and management
• Dishes will be replaced when 3/4 empty
• New dish will replace the previous one
• Suitable alternatives will be served if an item
is no longer available
• When interacting with the guests, the buffet
chef will pro-actively greet the guests, explain
the dishes and offer to cook dishes that will
be prepared à la minute.
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
International minimum standards
• Reflecting hotel location, guest business mix,
local and regional environment
Fruit & vegetable juices
– Minimum on the buffet - presented in juice
dispensers:
• Freshly squeezed:
– Orange juice
– Grapefruit juice
• Freshly squeezed (preferred option),
or top quality pre-packed juice:
– Apple juice
– Pineapple juice
– Tomato juice
Fruit & vegetable juices
To enhance the presentation, the
fresh fruit or vegetable juice could
be placed on the juice dispenser,
together with the label
Hot beverages
All hot beverages will
be served at the guest’s
table in a mug.
Hot beverages
– Coffee
• Freshly percolated coffee in bulk should be available
• Served hot and fresh in a coffee thermos
• Brewed at short intervals, not exceeding 30 minutes
• Speciality coffees are to be available at no extra charge
– Decaffeinated percolated coffee
– Espresso
– Cappuccino
– Caffé Latte
Hot beverages
– Tea
• Will be served in chinaware pots
• Provide 2 tea bags per guest (one brewing/one reserve)
• Fresh lemon slices, milk and hot water will be served
accordingly
• Minimum tea selection will include:
– Classic teas
– Decaffeinated tea
– Herbal infusions
– Fruit infusions
Hot beverages
– Other beverages
• Chocolate (hot or cold), milk (hot or cold) to be served at
guest’s request
• Hot chocolate to be prepared with milk
Waters
– Minimum on the buffet:
• Still mineral water
• Sparkling mineral water
– Other beverages can be served upon guest’s
request (charges are at the discretion of the hotel)
Fruit & vegetables
– Fruits
• Seasonal sliced fresh fruit - minimum 5, displayed on the
chilled buffet
– pineapple, melon, orange, grapefruit, strawberries, papaya,
mango and any other seasonal fruits and berries
• Fresh fruit salad must be part
of the selection on the buffet
Fruit & vegetables
– Fruits
• Whole seasonal fruits - minimum 5 displayed on the
buffet
– apple, pear, kiwi, banana, orange,
mandarin, grapes, plum, apricot, or
seasonal fruits
Fruit & vegetables
– Fruits
• Stewed fruits and compotes - minimum 3 displayed on
the chilled buffet
– prune, pear, apricot, pineapple, green figs,
dates and any other local or seasonal fruits
– use freshly stewed fruits - tinned pear, pineapple and
peaches are not acceptable
Fruit & vegetables
– Vegetables
• Minimum, to be served on the chilled buffet:
– Lettuce
– Tomato or cherry tomato
– Cucumber
– Selection of olives (plain or flavoured)
– Tofu/bean curd
• Two types of dressing:
– Vinaigrette
– Yoghurt based
Cereals, dried fruits,
nuts & seeds
– Cereals
• Minimum, served in large bowls or dispensers
on the ambient buffet:
– Cornflakes
– Rice crispies
– All bran
– Weetabix
– Alpen muesli
– Birchermuesli
• In individual packs:
– Rice crispies
– Choco pops
Cereals, dried fruits,
nuts & seeds
– Dried fruits (minimum 4)
• Apple rings, apricot, peach, banana chips, pineapple,
sultana, mango, papaya, or any others
– Nuts & seeds (minimum 4)
• Almond, walnut, nut, sunflower seeds, pumpkin seeds,
pine seeds, pistachios, or any others
Freshly baked breads and pastries
– Pastries
• Minimum displayed in individual baskets:
– Croissant
– Pain au chocolat
– Sultana whirls/rolls
– Danish filled with fruits
– Local speciality (Strudel, English
fruit loaf, etc …)
Freshly baked breads and pastries
– Large breads
• Minimum on the buffet:
– Baguette
– Rye/dark - farmer type - loaf
– Coarse wholemeal bread
– Six corn bread
– Sliced white and brown bread for toast
• Slicing board, knife and linen napkin is to be
provided for self-service on the buffet table
• Toaster will be placed on the buffet for the guest’s use
Freshly baked breads and pastries
– Individual breads
• Minimum on the buffet:
– Mini white roll
– Mini rye roll
– Muffin (plain and/or flavoured)
– Crackers (Wasa type - low calorie)
Dairy products
– Cheese
• Minimum on the buffet:
– Assorted mini cheese (Baby Bell type)
– Assorted mini plain fresh cheese
(Philadelphia type)
– Soft cheese (Cottage)
– Sliced hard cheeses (minimum 2)
(Emmenthal, Gruyère, Edam, Gouda,
local or smoked type)
• Recommended to use individual portions
instead of whole pieces of cheese
Dairy products
– Milk
• Minimum on the buffet, served in a chilled dispenser or a
carafe:
– Fresh milk
– Skimmed milk
– Butter & Margarine
• Minimum on the buffet presented in individual portions:
– Butter (non salted)
– Margarine
Dairy products
– Yoghurt
• Minimum on the chilled buffet in individual pots:
– Plain
– Low or no fat plain
– Selection of individual or mixed fruit(s)
– Low or no fat fruit
• Premium brands and/or yoghurt
packaged in glass pots are
preferred
Jams & spreads
– Minimum on the buffet:
• Three kinds of jams (one red fruit, one yellow and
one black fruit served in a large container/pot)
• Two diet (low sugar content) jams
• Peanut butter
• Maple syrup
• Chocolate spread (Nutella type)
Cold cuts and fish dishes
– Cold cuts
• Minimum on the chilled buffet:
– Smoked turkey/chicken buffet
– Ham
– Salami
– Local speciality
• Pork dishes will be
adequately labelled
Cold cuts and fish dishes
– Fish
• Minimum 3 on the chilled buffet:
– Smoked salmon, smoked trout fillet, smoked mackerel
fillet, smoked tuna, smoked swordfish, smoked eel, herring
(roll mops), or any other
Hot items
– A live cooking station is always a plus for your
Hilton Breakfast buffet
– Minimum of 6 items in chaffing dishes
– To be featured every day:
• Scrambled eggs
• Bacon
• Pork or chicken sausages
• Grilled tomato
Hot items
– Develop a list of hot items, which can rotate
on a daily basis to ensure variety
– The following can be offered:
• Hash Brown or sautéed potatoes
• Baked beans
• Sautéed mushrooms
• Local specialities
– Condiments such as ketchup, mustard,
Tabasco and HP sauce must be
available on the buffet
A la carte items
– Minimum dishes to be featured on your menu:
• Eggs prepared to order:
–Poached
–Soft or hard boiled
–Fried eggs
–Omelette
… with a choice of garnishes
• Pancakes
• Belgian waffles
• Porridge
• French toast
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
Regional standards and
local influence
– As we operate internationally, local and
regional influences are extremely important
to portray the individuality of the environment
you are working in
– Travellers often look for something typical of
the destination they are visiting
– Local and regional flavours will be included in your
breakfast buffet
– In the toolkit some specific breakfast items for the
Arabic, Israeli and Japanese markets have been
included
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
Hilton Breakfast recipes
– In the toolkit some of our ‘signature’ Hilton
Breakfast recipes have been included:
• Arabic herb bread
• Bagels
• Banana bread
• Belgian waffles
• Birchermuesli
• Cheese latkes
• Foul Egyptian style
• Fruit salad
• Scrambled eggs
• ……..
Product standards
• “Follow your Colour”
• Food labelling guidelines
• Buffet set-up and management
• International minimum standards
• Regional standards and local influence
• Hilton Breakfast recipes
• Table set-up
‘Make it easy for guests’
– To increase the guest’s comfort, the minimum
table set-up will include:
• Placemat with Hilton Breakfast logo
• Cutlery set (including fork, knife and spoon)
• Bread & butter plate
• Napkin with Hilton Breakfast logo
• Branded mug and tea spoon
• Glass for orange juice
• Selection of jams, marmalade and honey
• Portions of butter and margarine
‘Make it easy for guests’
Guest breakfast table set-up cont.
• Milk jug with full fat or semi-skimmed milk
• Bowl with sachets of loose white sugar and sweetener
• Salt and pepper shaker
• Ashtray or non-smoking sign
• Table tentcard
– Operating equipment should be in perfect
condition and be clean and polished
– Table is stable and table and chairs are clean
Service standards
• Customer journey
• Welcome
• Orange juice service
• Hot beverage service
• Table service
• Billing
• Farewell
Good service is not a matter of
coincidence
• Standards are based on the feedback we
have received from both guests and team
members
• First and most important standard is and
always remains:
Yes, we never say “NO”
Two rules for the proper running
of the breakfast room
– Our breakfast room should be fully non-smoking
• If smoking is a strong local and/or regional habit,
it is important to respect this factor
• However non-smokers should be offered a well-
separated location in the restaurant
– Hours of operation should be carefully reviewed
depending on your location and business mix
• As a minimum, breakfast should be served from 7 a.m.
until 10 a.m. on weekdays, and 11 a.m. on weekends &
public holidays
• In resort hotels, the breakfast service should be
extended daily to 11 a.m.
The breakfast experience
• Various stages in the Hilton Breakfast service
can be viewed as a journey
• From the welcome to the farewell, your guest
should be able to enjoy optimum levels of
service and satisfaction
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Welcome is the vital first step
– You will only get one chance to get it right
the first time
– A dedicated host will be available at
all times during breakfast service,
focusing on guest’s arrival and seating
The host will
– Pro-actively greet the guest within thirty
seconds of arrival
– Check if the breakfast can be charged to the
guest’s room
– Check the guest’s seating preference and any
special requirements (i.e. baby chair, …)
– Escort the guest to his table while offering
assistance with coats and luggage (if applicable)
and explaining the buffet format
– Pull the chair for the guest to take a seat and wish
the guest an enjoyable breakfast
Welcome is the first vital step
– Make sure the Welcome display is
in place
– ‘Please wait to be seated’ signs
are not acceptable
– ‘Welcome with a smile’ has to replace
a police-like, ‘please sign here’ attitude
– Dealing with queues is never easy …
• It is the host responsibility to make sure that
we assist the guest in every way possible
and that his waiting time is shortened
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Orange juice service
• Fruit juice selection and service have been
highlighted as the most important item in the
customer journey
– Fresh orange juice will be served within
two minutes of the guest being seated
– Orange juice refills will be offered
once the glass is 3/4 empty
Orange juice service
• Freshly squeezed orange juice is our
signature item
• 100% happy with its freshness,
quality and taste
• You should be proud of the
orange juice that you serve
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Hot beverage service
– Hot beverages should be
served within two minutes
after the order
– Coffee service:
• Fresh and hot filter coffee will be served in a thermos,
serving the first mug, then leaving the pot on the table
• A refill will be offered throughout breakfast
Hot beverage service
– Tea service:
• Waiter will bring a chinaware pot with hot water and offer
a selection of tea presented in a wooden box
• Guest should be given 2 teabags
(one brewing/one reserve)
• Dish for used tea bag has to be provided
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Service is naturally friendly,
unobtrusive, attentive and efficient
– Actively seek eye contact, smile and
offer assistance in a friendly manner
– Use the guest’s name whenever possible
– Carry out a ‘satisfaction’ check
– Offer a beverage refill
– ‘Is there anything else I can help you with?’
– Take care of the ‘à la carte’ orders
– Clear empty plates and soiled cutlery
– Reset table once the previous guest has departed
– Waiters should be assigned specific
responsibilities
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Billing
– This function is often merged with the
duties of the host
– Sufficient manpower should be available to offer a
warm welcome as well as efficient and fast billing
• Breakfasts are posted through POS whether it is
included or not in the roomrate
• For guest ledger charges, the billing will be in
accordance with your hotel policy:
– no bill will be raised and the guest will not be requested to
sign a bill or
– a bill will be regenerated and signed by the guest
• For other payment methods, a breakfast check will be
raised and closed as required (cash, credit cards, …)
Customer journey
Welcome Orange juice service
Table service Hot beverage service
Billing Farewell
Farewell - Thank you!
– Engage with the guest by smiling, initiate eye
contact and nodding (as a greeting) when he’s
leaving the restaurant
– Friendly farewell message should include thanking
the guest and wishing him a nice day
“Breakfast is often the only meal taken in the hotel
… let’s make it an experience to remember!”
Harry’s advice
Create as many
Hilton Moments
as early in the day
as possible!
