2. 1 Serving Guests – The Main Event Chapter 6 Highlights Professional Service anticipates the guests’ needs and remains in control of the dining experience

3. 2 The Three “R’s” of Glassware  Refill  Replace Sell that second beverage before the entrée is served.  Remove Always clear whatever is possible to give the guest maximum space at the table.

4. 3 Reading the Table  Make that first approach count. Get a sense of the guest when you first visit the table.  While there is a systemized way to offer service you must be flexible to each guest’s needs.  Be sure to watch for nonverbal clues too.

5. 4 Standards of Service  To insure proper service each restaurant should have established “standards” that the staff strives for. The manager should check to see that these “standards” are being met on a regular basis. Greet the table within 30 seconds to 1 minute after being seated. Serve women (older to younger) then kids and finally men For food serve left, clear right (RKR standard)  This is different than the book!

6. 5 The Three T’s of Service  Technique Do what you can to enhance the guest’s experience  Timing MEP and cold food cold and hot food hot  Teamwork Everyone suffers when one person neglects their work

7. 6 The Sequence of Service  Different meal periods require different sequences. Coffee offered right away at breakfast but not necessarily at lunch. Menus offered after cocktails in fine dining at dinner

8. 7 Greeting and Seating  Consider Warm greeting Take coats, umbrellas, etc for safety Servers should help pull chairs Extra place settings should be removed

9. 8 Bread  When to serve bread should be consistent in the sequence of service.  Before or after order is taken depends on clientele and role of bread in the overall menu.

10. 9 Beverage  Suggestive sell where possible  Use the “greet exit”  Identify the drink for the guest as it is served  Use cocktail napkins for tables without linen

11. 10 Menu Presentation and Order Taking  Present Menu when first seated (RKR standard)  Order is taken from the right  Be sure to “sell” specials at the first visit to the table  Use seat numbers on order pad and use house approved abbreviations for menu items  Know the menu!

12. 11 Wine Order  Generally taken after food order for matching purposes  Trained wait staff can make recommendations!

13. 12 ASCEND  A powerful new system for increasing wine sales in casual restaurants.  http://www.globalacco unts.net/CA_additional _docs/Ascend-Web.pdf http://www.globalacco unts.net/CA_additional _docs/Ascend-Web.pdf

14. 13 Courses  Appetizer and/or Soup Flatware mise en place and flatware carried on silverware transport plate (plate with folded napkin)  Main Course Hold plate by rim, position protein at 6 o’clock, warn guest of hot plate 2 minutes or 2 bites (RKR standard)

15. 14 Courses  Salad Use of show plate for appetizer and soup or salad when they are before entrée May be served after main course Don’t forget to offer pepper  Fruit and Cheese French prefer fruit then cheese, small portions

16. 15 Courses  Crumbing the table with crumber or napkin  Dessert Cart, tray, or separate menu Dessert sampler is a nice idea for a group and a great way to show off  After Dinner Drinks Clear the table of anything extraneous.

17. 16 Courses  Pipes, Cigars and Cigarettes Laws are different in each state  The Check Leave a sweet taste in the mouth of a guest with a mint Know the law of doggie bags for wine Say thank you for coming!

18. 17 Summary  Establishing and enforcing standards for service make for a more pleasant guest experience  Communicating these standards is on- going  Flexibility is key to guest happiness