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Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. After reading this chapter, you should be able to: Identify and describe the all major service styles. Identify and define FOH and BOH positions as they relate to service. Identify and explain the uses of various service wares. Compare and contrast the difference between Classical Dining, American Fine Dining, and Casual Dining Service. Explain and apply the procedures of greeting and seating customers in a full-service restaurant. CHAPTER 4 The Guest Service of Food
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. The Meaning of Food Service Food service may represent: – Offering – History – Artisanship – Community – Function – Occasion – Retreat – Indulgence – Promise – Statement – Rest – Nourishment
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. The Meaning of Food Service (cont’d) Food service is much more than the serving of food. It may represent: – An insult to someone’s religion. – An important celebration or business transaction. – The only rest time of their day. – Something they were looking forward to for a long time. Treat these things as sacred. Photo courtesy of Darden Concepts, Inc.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Food Service Positions Positions are divided into two separate areas: – Front of the House (FOH) and the Back of the House (BOH). – FOH Positions include: Greeter or Host/Hostess Bartender Bar Back Server Busser Issue: FOH versus BOH – getting along with each other
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Back of the House Some of the stations of the classical brigade: – Chef du Cuisine: the Head Chef; in charge of the kitchen – Sous Chef: second in charge of the kitchen – Saucier: in charge of sautéed items and soups, sauces – Poissonier: in charge of seafood dishes – Grillardin: in charge of grilled dishes – Friturier: in charge of fried – Rotisseur: in charge of roasted items, mostly meats – Entremetier: in charge of warm vegetables – Garde-Manger: in charge of cold food and salads – Patissier: in charge of pastries As kitchens progressed and less food was prepared from scratch, the many of the positions were combined.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. FOH Service Staff Typical positions present in fine-dining FOH: – Sommelier (chef de vin) – Dining Room Manager (maître d’hotel /maître d’) – Head Waiter (chef de sale) – Captain (chef d’étage) – Front Waiter (chef de rang) – Back Waiter (demi-chef de rang or commis de rang or busser)
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Others Included in Guest Service There are many other employees who are included in the service experience: Sales staff Reservations staff Staff fielding telephone or questions Groundskeeper Maintenance person whom guests encounter while at the establishment. Every one of these staff members makes a difference.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Wares and Settings Place Settings – Every establishment has its own variation. – Each claims to be the correct interpretation. – Variations come from a blend of: Etiquette books Regions Time periods Necessity Practicality Photo courtesy of Cardinal International.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Wares and Settings (cont’d) Casual Place Setting – Use: casual dining to upscale casual dining – Courses included: bread and water, salad, main meal, coffee – Left of plate: salad fork, dinner fork – Right of plate: dinner spoon, dinner knife – Top left: bread and butter plate (B&B) – Top right: water glass – Optional: salad fork, B&B, butter knife on B&B, table covering, which may be glass over cloth, paper, linen, or matted – Variations: Flatware may be wrapped in napkin or ring. Fork(s) can be on top of napkin and/or higher-quality disposable napkins may be used.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Wares and Settings (cont’d) Formal Place Setting – Use: upscale dining establishments, 3 Stars/Diamonds – Courses included: bread and water, soup, salad, appetizer, entree, dessert – Left of plate: appetizer fork, salad fork, dinner fork, dessert fork – Right of plate: dinner knife, salad knife, dinner spoon, soup spoon, teaspoon – Top left of plate: B&B – Top right of plate: water glass, red wine glass, white wine glass – Optional: Plate may not be present. Contemporary interpretations may disregard many rules. Symmetry and space allowance may also take precedence in arrangement. – Variations: Flatware may be set with each course. – Rules: Linen tablecloths, no disposable cloths, flatware set in order of use from the outside working inward, knives turned inward toward plate.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Wares and Settings (cont’d) Ultra-Formal Dining – Use: classical, 4 to 5 Star/Diamond dining – Courses may include: bread and water, multiple wines, soup, salad, appetizers, intermezzos, seafood, vegetable, meat, aperitif, fruit and cheese, dessert – Left of plate: appetizer fork, seafood fork, salad fork, meat fork, dessert fork – Right of plate: salad knife, fish knife, meat knife, dinner spoon, soup spoon, tea spoon, oyster fork, coffee cup – Top left of plate: B&B – Top right of plate: champagne flute, red wine glass, white wine glass, sherry glass, water goblet – Optional: top plate as a base or show plate, removed upon seating
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. American Dinner Service Dinner service is the term used to describe service of food. Typical pattern of a sit-down dinner service is: 1. Greet the guests. 2. Seat the guests. 3. Take the drink orders. 4. Serve the drinks. 5. Take the dinner orders. 6. Serve the dinner orders. 7. Clear the dinners. 8. Wrap any leftovers. 9. Present the bill.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Service Style Overview American Service – Alias: Full-service, sit-down service, plated service – Formality: Medium to high – Dynamics: Food is plated in the kitchen and brought out to the customers Buffet – Alias: Smorgasbord – Formality: Low to medium – Dynamics: Food is displayed on long tables. Guests pick up their own plate and choose their food. Can be assisted or unassisted. Butler Service – Alias: Passed – Formality: High – Dynamics: The same as Russian service, except that guests help themselves from the platter. They use the platter utensils. The guests may be standing, as in a reception, or seated at a table.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Service Style Overview (cont’d) Counter Service – Alias: Limited service – Formality: High – Dynamics: Typical in fast-food settings, ordered, prepared in the kitchen, served at the counter. Other variations involve customers making choices as their orders are made in an assembly line, such as at Subway or Chipotle. Also, some will finish in the kitchen and bring it to your table. Cafeteria Service – Formality: Low – Dynamics: Guests choose particular items from a display or buffet and then are charged accordingly at the register. May also be one set price, as in college dining halls. – Skill: Low Dim Sum Service – Formality: Medium – Dynamics: Many different carts are wheeled to your table periodically or platters are brought to your table; you choose what you would like. There is typically a system of stamping a card or the like for billing purposes.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Service Style Overview (cont’d) English Service – Other names: Family style (similar) – Formality: High – Dynamics: Resembles gathering of families. All fully-cooked in the kitchen. Mimics home-style cooking. Platters from the kitchen are brought to the head of the table or the host for inspection then set on table or passed. Typically in a private room instead of a main dining room. Variations—leaving salad in middle of table. Guests pass it around the table, or the captain serves around the table. French Service – Other names: Tableside service – Formality: High – Dynamics: Tableside preparation of food in front of customer. Crepes, or bananas Foster is common in Americanized versions. – Skill: High Russian Service – Other names: Platter service – Formality: High – Dynamics: Food is prepared in the kitchen and served on platters instead of plates. Plates are set and desired portions are served from the platters with fork-over-spoon manipulation. Platter held in left and spoon/fork with right.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Technology Computers are now ubiquitous – Map or Google Street view. – Can look at other customers’ ratings. – Customer profiles. – Reservations can be made online. – Orders may be taken on a wireless system or input into a computer at a server station. – Orders are routed to the appropriate stations. – Secure payments are accepted. – Redundancy and reliability are built into the system.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Special Occasions Common in dining Complimentary desert Can lose meaning when done incorrectly. Special drinks, sparklers, hats, and even rose petals. Considerations – Make it fitting to the level of service you provide. – Make it easy to tolerate for the others in the restaurant. – Make it appropriate for the level of attention that the patron desires.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Serving Children – Let the parents serve the children. – Give the parents an out, offering food to go or an area where they can walk with the child until the child is calm. – Remember that you are a stranger. – Follow the lead of the parents. – Don’t place the children in high chairs. – Place lids on cups when possible, and do not add ice. – Remove knives, flames, and anything else from the reach of the child. – Check the floor when you present the check.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Discussion Questions 1.List and briefly describe three reasons why BOH and FOH employees might argue. 2.Outline the primary differences between French and Russian service. 3.How many more courses might a classical European fine-dining meal have than an Americanized version? 4.What are some of the most popular service styles at weddings? 5.What is the French equivalent of the term dining room manager? 6.In your opinion, what is the most common service style in the United States? 7.Should food be served from the left or right? 8.Who was Escoffier, and what was his impact on food service? 9.Why do you think that buffets are considered to be less formal? 10.What is the purpose of table numbers?
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