1. Roles and Duties of Service CAH II 3.01 Rebecca Benners, Instructor

2. Front of the House Staff 1. Host – greets customers, tracks reservations and waiting lists, seats guests, takes care of special needs for guests such as a booster seat or a Braille menu. 2.Server – represent the food service operation, sell the menu through up-selling and recommendations, serve customers, and receive payment for meal

3. Front of the House Staff 3. Busser – keeps service station stocked with supplies, removes dishes from tables, serves bread and water to customers, refills water. 4. Cashier – must correctly record the bill, receive proper payment, thank customers for their payment, and do suggestive selling of additional items that may be offered (mints, etc).

4. Service Skills 1. Positive attitude – resolve issues in a positive and friendly manner and willingness to please the customer. 2. Personal attire – have a proper fitting uniform (not too small or too large), be clean head to toe, and remove excess jewelry 3. Personal hygiene – keep hair out of your face, keep hands and fingernails clean, use deodorant and brush you teeth, and don’t put on heavy scents.

5. Service Skills 5. Communication and teamwork – Use appropriate verbal and non verbal communication to express what you need to say in a polite way. Help and allow your self to be helped by co- workers in order to have a success experience. 4. Personal health – exercise, eat right, and take time to do things for your mental and emotional health.

6. Service Skills 6. Job knowledge – have a full understanding of (1) interactions with customers, (2) dining room equipment, (3) menu selections, (4) how to take an order, (5) beverage service, (6) serving and clearing techniques, (7) how to write and compute guest checks, (8) how to present a check and collect payment, (9), how to manage time wisely 7. Time and motion – taking care of the most tasks at one time conserve time and motion (like delivering all your checks to your tables at once)

7. Types of dining 1. Casual – family style, neighborhood establishments, grills and buffets, vending machines 2. Fine – elegant décor with sophisticated meals 3. Quick service – food courts, and fast food 4. Theme – recreate another place or time with specific memorabilia or decorations