2. Chapter 45
Table Service

3. Objectives Recall the roles of the front-of-the-house staff
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4. Table Service
Every restaurant consists of the back-of-the-house and the front-of-the-house staff
In great restaurants, these two staffs work together seamlessly to provide service to the customer
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5. Front-of-the-House Positions
The back-of-the-house must understand the role of each front-of-the-house worker so the restaurant functions efficiently
Not all restaurants divide their front-of-the-house staff into the same positions
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6. Front-of-the-House Positions
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7. Objectives
Summarize the skills that contribute to quality front-of-the-house service
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8. Keys to Quality Service
The job of the front-of-the-house staff is mainly about interacting with the customer
Strong interpersonal skills and welcoming demeanors are the keys to providing customers with a favorable dining experience
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9. Hospitable
Successful staff are able to convey a sense of welcome and hospitality by
greeting diners with generous smiles and a friendly reception
maintaining eye contact
being personable and sincere
addressing the customer by name
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10. Poised
Experienced servers know how to stay calm and confident even if the restaurant is busy or if problems arise
The customer should never feel as if the servers are too busy or distracted
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11. Knowledgeable
The front-of-the-house staff should know as much as possible about the food that is being served
If the server does not know the answer to a guest’s question, he or she should
never try to bluff
always ask the appropriate chef or manager
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12. Sense of Timing
It is up to the server to ensure that the kitchen is serving the food when the customer is ready for it
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13. Sense of Timing Servers must
stay focused on what is happening at all times
anticipate customer needs
know how to prioritize tasks
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14. Communication Skills
No matter what position you work in foodservice, you must be able to communicate effectively
Front-of-the house communicates with customers and the kitchen
Back-of-the-house communicates with coworkers and vendors
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15. Communication Skills When listening, successful servers
give the customer full attention
use nonverbal cues to let the customer know they are listening
restate what the customer has said to be certain they understand the message
ask questions if they are unclear about the message
allow the customer to finish what he or she has to say before responding
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16. Communication Skills
When speaking, thoughts should be organized and presented in a clear, logical manner
Posture and tone of voice also impact the message being communicated
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17. Ability to “Read” the Customer
The ability to “read” the customer is acquired with experience
Professional servers can determine a customer’s expectations by carefully interpreting verbal and nonverbal cues
After a formal initial interaction, a seasoned server adapts their style of service for individual customers
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18. Objectives Compare and contrast the three main service styles
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19. Types of Service
Through the centuries, a number of different types of table service have been developed
Three styles of service are
American
Russian
French
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20. American Service
American service is the norm in most restaurants throughout the United States
It can be an informal or formal service style depending on the restaurant
Family-style service is a variation of American service that is common in restaurants and banquet halls
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21. Russian Service
In general, Russian service is practiced in upscale restaurants and hotels
The server must learn to hold a large fork and spoon in their dominant hand to pick up and serve food
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22. Russian Service
Liquids can also be served Russian style, using large spoons or ladles
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23. Russian Service
The most common use of this type of service today is bread service
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24. French Service
French service, often called tableside service, is a cross between the kitchen and dining room
This formal type of service is only practiced in some of the finest restaurants
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25. French Service Items commonly prepared tableside include
sautéed meat followed by the appropriate pan sauce
Caesar salad
flambéed dessert items
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26. Objectives Recognize the steps necessary to preset a dining area
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27. Presetting the Dining Area
Readying the dining area for service involves
polishing flatware and glassware
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28. Presetting the Dining Area
Readying the dining area for service (continued)
placing a tablecloth on the tables
inspecting salt and pepper shakers or grinders to be sure they are clean and adequately filled
setting the tables
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29. Presetting the Dining Area
How place settings are to be arranged is determined by the restaurant and the type of service used
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30. Presetting the Dining Area
Three common place settings include
basic American
à la carte
banquet
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31. Basic American Place Setting
This is the most common type of setting used in all but the finest restaurants today
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32. Basic American Place Setting
water glass to the upper right of the plate
cup and saucer included at some family restaurants
dinner plate
bread and butter (B and B) plate and butter knife to the upper left of the dinner plate
spoon and knife to the right of the plate
one or two forks to the left of the plate
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33. À la Carte Place Setting
Just prior to serving each course, the appropriate flatware and glassware are placed in front of each guest
After each course, the used flatware and plates are removed
Glassware is removed whenever there is a change of beverage
This type of setting requires maximum coordination among the front-of-the-house staff
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34. À la Carte Place Setting
This table setting is sparse
Often the dinner plate is a charger, which is removed before the first course
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35. À la Carte Place Setting
bread knife
water glass
B and B plate
dinner plate
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36. Banquet Place Setting
All the glassware and flatware needed for the meal are placed at each place setting
This style of service is possible because the menu is the same for every guest
When plates are cleared after each course, the appropriate flatware and glassware are also removed
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37. Banquet Place Setting
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38. Objectives
Explain how to provide guests with a quality dining experience from start to finish
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39. Serving Guests
Each step in service is an opportunity for guests to form either a positive or negative impression of the restaurant
The best strategy for serving guests begins with welcoming patrons and continues until the check is presented and the guests leave
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40. Welcoming Patrons
Patrons should be greeted the moment they enter the restaurant
In many restaurants, guests’ coats are checked
After verifying a reservation, the host or maître d’hôtel leads the guests to their table
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41. Presenting the Menu
Once the guests are seated at their table, the front server
places menus on the table and describes specials
offers the guests a beverage
dismisses him or herself from the table to allow the guests room for conversation
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42. Presenting the Menu The busperson fills water glasses
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43. Presenting the Menu
The back server serves the beverages to the right of each guest
While guests are looking at the menu, bread and butter may be served
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44. Order Taking
After a time, the front server asks whether the table is ready to order
Tables and each position at the table are numbered
When taking an order, the front server writes the appropriate order next to each position number
The front server should repeat each order back to the customer
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45. Order Taking
The order is then submitted to the kitchen by one of two methods
A handwritten copy of the order
Entered into a point-of-sale (POS) system
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46. Order Taking
A POS system improves communication with the kitchen, produces accurate bills, and simplifies recordkeeping
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47. Serving
Plates of food can be transported to the dining room in one of three ways
Carried by the server
Loaded onto a tray carried by the server
Loaded onto a rolling cart pushed by the server
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48. Serving
Before food is placed on the table, waitstaff should ensure that each place setting has the appropriate flatware
Women should be served first and then the men
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49. Serving Food is served from the left of the customer
The server should announce each dish as it is placed on the table
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50. Serving
The front and back servers monitor the progress of the table and signal the kitchen when to have the next course ready
Before the next course can be served, dirty plates are cleared from the table by the busperson
Ask the customer’s permission to clear dirty dishes
Steps are repeated for each new course
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51. Serving
As needed, servers periodically crumb linen tablecloths using a crumber
If a beverage spills, a cloth napkin may be used to cover the spill
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52. Presenting the Check
The check is placed on a check tray or in a folder and given to the host or placed in the center of the table
The check is processed by the dining room manager and change or a credit card receipt is returned to the guest
The guest may then leave a tip
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53. Presenting the Check
As guests leave, front-of-the-house staff should thank them and convey the hope they return soon
The table is completely cleared and the tablecloth is replaced with a fresh one
The table is preset again and is ready to receive new guests
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54. Objectives
Summarize the origins, preparation, and service of coffee and tea
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55. Beverages
The simplest and most common beverage served in restaurants is ice water
Also common, coffee and tea are typically prepared by the front-of-the-house staff
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56. Coffee
Coffee is generally served with dessert, although some patrons may drink it throughout the meal
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57. Coffee Preparing coffee begins with ground coffee beans
The brewing method determines how the beans should be ground, ranging from fine to coarse grind
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58. Coffee
Drip coffee, the most popular way to make coffee in America, is made as follows:
Ground beans are placed in a filter
Hot water is then run through the grounds and into a special container
Brewed coffee can be held on a burner or in insulated vacuum pots
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59. Coffee
Specialty coffee drinks have become popular in America and include
espresso (ehs PREH soh)
cappucino (cah poo CHEEN oh)
café au lait (cah FAY oh LAY) or latte (lah TAY)
iced coffee
mocha (MOH kah)
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60. Coffee A cup of coffee should be served with
a container of sugar and nonsugar sweeteners
a pitcher of milk or half-and-half
a teaspoon
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61. Tea Tea is made from the leaf of the tea tree
There are many types and different styles of tea
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62. Tea
Tea bags are most often served in foodservice because they are easy to use and infuse quickly
The bag is placed in a small pot filled with boiling water
The pot is brought to the table along with sugar and possibly milk
The customer removes the tea bag after it is done steeping
In some restaurants, the tea bag is served alongside a cup of boiling hot water
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63. Tea Finer teas are sold as loose leaf
Brewed in a small teapot filled with boiling hot water
Generally, the tea is infused for two to four minutes
The beverage must be strained before serving
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64. Review
Why should the back-of-the-house staff be familiar with the role of each front-of-house worker?
The back-of-the-house must understand the role of each front-of-the-house worker so the restaurant functions efficiently
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65. Review
What skills and characteristics do successful front-of-the-house staff possess?
Hospitable
Poised
Knowledgeable
Sense of timing
Communication skills
Ability to “Read” the customer
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66. Review Name the three main types of dining room service American
Russian
French
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67. Review
What type of dining room service requires that the servers cook and prepare dishes in front of the customer?
French
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68. Review
What type of dining room service refers to a style of service in which the server delivers plates of food directly from the kitchen to the guest?
American
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69. Review
For what type of dining room service does the front-of-the-house staff serve food from a platter onto preset plates in front of the guests?
Russian
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70. Review What does presetting the dining area consist of?
Placing tablecloths, plates, flatware, napkins, and glassware on the tables
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71. Review
Why is it crucial that guests have excellent service from the moment they enter the restaurant to the moment they exit?
If guests get a negative impression, they may not return to the restaurant or may tell other prospective customers about their negative experience
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72. Review What are two beverages commonly served in restaurants? Coffee
Tea
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73. Glossary
American service. A style of service in which the server delivers plates of food directly from the kitchen to the guest, also called plated service.
back-of-the-house staff. Refers to the kitchen personnel including chefs, cooks, dishwashers, and receiving clerks.
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74. Glossary
crumber. A tool used to scrape and scoop crumbs from the table.
family-style service. A style of service in which the waitperson places serving platters of prepared food in the center of the table so that the guests can serve themselves.
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75. Glossary
flambé (flahm BAY). A French term that means “to flame” and refers to a dish that a server finishes by setting it aflame at tableside.
flatware. The name for knives, forks, and spoons.
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76. Glossary
French service. A style of service in which the servers cook and prepare dishes in front of the customer.
front-of-the-house staff. The service personnel that work the dining room.
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77. Glossary
maître d’hôtel. The position responsible for the entire dining room operations, also called the dining room manager.
place setting. The china, flatware, glassware, and napkin used by one person.
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78. Glossary
point-of-sale (POS) system. A computer-based ordering system that transmits the order to the kitchen, produces the customer’s bill, and keeps track of important data.
Russian service. A style of service in which the front-of-the-house staff serves food from a platter onto preset plates in front of the guests.
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