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Restaurant Service ProStart Chapter 10. THE TWO DIMENSIONS OF QUALITY SERVICE PROCEDURAL PERSONAL THE ARENA OF QUALITY SERVICE Room for Improvement ©

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Presentation on theme: "Restaurant Service ProStart Chapter 10. THE TWO DIMENSIONS OF QUALITY SERVICE PROCEDURAL PERSONAL THE ARENA OF QUALITY SERVICE Room for Improvement ©"— Presentation transcript:

1 Restaurant Service ProStart Chapter 10

2 THE TWO DIMENSIONS OF QUALITY SERVICE PROCEDURAL PERSONAL THE ARENA OF QUALITY SERVICE Room for Improvement © William B.Martin

3 Personal Procedural THE FREEZER © William B. Martin

4 THE FACTORY Personal Procedural © William B. Martin

5 THE FRIENDLY ZOO Personal Procedural © William B.Martin

6 QUALITY CUSTOMER SERVICE Personal Procedural ©William B. Martin

7 Table Service American/German Plate Service English Family Style French Cart Service Russian Platter Service

8 Service Styles American/PlateEnglish/FamilyFrench/CartRussian/Platter Final PrepKitchen Table SideKitchen Menu PriceAverage $$ Highest $$Second Highest $$ Table TurnAverageQuickestMost timeAverage Space15 sq feet per guest18 sq feet per guestSmall table, large aisleLarger Table Quality/Portion ControlMostAverage, can give too much LeastAverage, can give too much Labor CostFront Average Back High Front Average Back High Front Highest Back Lowest Front High Back High/Average Training CostLowLowestBack low Front high Lower than cart, but extra skill = extra $$ Table Cover (table setting) Primary course, salad, entrée 4 max Primary course Salad, entrée Minimal 1 st course onlySet ahead for entire menu Serve/CleanServe left Clear right Guest serveServe and clear right

9 Tableware Spoons

10 Tableware Forks

11 Tableware Knives

12 Server or Station Which of the following items should be carried by the server and which should be found at the service station? MatchesCorkscrew MenusPen Water glassesSilverware CondimentsNapkins


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