Restaurant Service ProStart Chapter 10.

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Presentation transcript:

Restaurant Service ProStart Chapter 10

THE TWO DIMENSIONS OF QUALITY SERVICE Room for THE ARENA OF QUALITY SERVICE PROCEDURAL Improvement PERSONAL © William B.Martin

THE FREEZER Procedural Personal © William B. Martin

THE FACTORY Procedural Personal © William B. Martin

THE FRIENDLY ZOO Procedural Personal © William B.Martin

QUALITY CUSTOMER SERVICE Procedural Personal ©William B. Martin

Table Service American/German English French Russian Plate Service Family Style French Cart Service Russian Platter Service

Service Styles American/Plate English/Family French/Cart Russian/Platter Final Prep Kitchen Table Side Menu Price Average $$ Highest $$ Second Highest $$ Table Turn Average Quickest Most time Space 15 sq feet per guest 18 sq feet per guest Small table, large aisle Larger Table Quality/Portion Control Most Average, can give too much Least Labor Cost Front Average Back High Front Highest Back Lowest Front High Back High/Average Training Cost Low Lowest Back low Front high Lower than cart, but extra skill = extra $$ Table Cover (table setting) Primary course, salad, entrée 4 max Primary course Salad, entrée Minimal 1st course only Set ahead for entire menu Serve/Clean Serve left Clear right Guest serve Serve and clear right

Tableware Spoons

Tableware Forks

Tableware Knives

Server or Station Which of the following items should be carried by the server and which should be found at the service station? Matches Corkscrew Menus Pen Water glasses Silverware Condiments Napkins