Customer Service Foodservice Production and Management Northern Tier Career Center Mrs. Connell

Service Staff Host Server Busser Cashier

Host/Hostess Greets customers Seating – spacing of seating Reservations Waiting lists Menu presentation

Server Represent the foodservice operation Sell the menu Serve menu items skillfully Receive the correct payment from the customer Menu knowledge – ingredients, food preparation Handle complaints

Busser/Bus Person Clear the tables during and after meals Stocks the service station May serve water and bread Sanitizes and resets the table Sometimes the busser is also the dishwasher

Cashier Correctly reads the amount of the bill Processes the payment Makes correct change Occasionally responsible for sale of other items located at or near the register *Sometimes the server is also the cashier

Service Skills Positive attitude Neat and clean appearance Good communication and teamwork skills Thorough job knowledge Ability to manage time wisely Pay attention to detail Ability to resolve customer complaints by positive means

Nonverbal Communication Speak clearly and loud enough Do not speak fast Face the customers and make eye contact while speaking Tone – professional, pleasant and friendly Body Language Do not chew gum, eat or drink while serving customers Do not lean, slouch or stand around Do not touch your mouth, nose, or hair while serving Writing is also nonverbal communication

Beverage Service Cold beverages Soft drink machines – BIB system, tank system Hot beverages Hot beverage machines – coffee makers, espresso machines, tea making equipment Ice makers

Ice Machine – cleaning and use Scoop – metal, plastic Scoop container Professionally cleaned once a year by a licensed professional

Cleaning, sanitizing and upkeep – mold and bacterial build-up Never use a glass to scoop ice – Why? Must keep ice scoop out of the ice when not in use Keep floor around ice machine dry and free from ice Bar areas – two separate ice bins; 1 ice for drinks, 1 ice for temperature control on fruits, wines, and juices

Serving Customers Section 5.2

Opening Service Greet customers Take the beverage order Welcome them, tell them about the specials Take the beverage order Serve beverages Beverage trays are carried at waist level Opening Service

Opening Service continued Sell the menu Highlighting – emphasizing particular items Open-ended questions – not just a yes or no answer Upselling – suggesting larger size, better quality, additional items Take the order Write the order – abbreviate, number seats and tables Transmit the order – POS system Benefits – fewer errors, increased efficiency, better marketing, theft reduction Opening Service continued

Serve the order Hand service – no trays Tray service – tray stand, trays Balance foods, lift with your legs, heaviest part of the tray toward your body, balance tray on shoulder if needed, support with other hand Course service Bread, appetizer, soup, salad, entrée, dessert When serving and clearing – serve with your left hand from the left of the customer, clear with the right hand from the right side of the customer Take-out orders – take the order, submit the order, get sides around, bag the order, give the order to the customer in exchange for paying the bill Serve the order

Serve the order continued During and after the meal clear the table, asses customer satisfaction Check service Hand-calculated check, computer-calculated check, check errors, present the check Payment methods Cash, check, credit cards Service Tips – voluntary and applied gratuity Servers wages vs. minimum wage Serve the order continued