The Basics of Hospitality and service

Hospitality the act or practice of being hospitable the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. the act or practice of being hospitable the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill.

The Hospitality Business Inviting guests in and ensuring we have done everything within our control to make them happy. Identifying those aspects that contribute to a making an occasion fabulous and memorable. Consistently and reliably preforming those tasks to ensure all patrons are satisfied with their visit to your establishment

House Style Every restaurants has its own style. The style is determined by a number of factors: 1. The type of establishment. 2. The restaurant owner’s personality - degree of formality. 3. The intended clientele. 4. The style of the restaurant.

Types of Service The style of service depends on : 1. The demeanor of the dining room 2. The demands of the situation Types of service : American service French Service Russian Service English Service Family Service

American Service Efficient Casual and high volume restaurants Food is cooked and plated in the kitchen Server delivers plates to the table, ladies first. Serve from the right with the right hand. Clear from the left with the left hand. Servers, runners, bussers.

French Service - Brigade Service Brigade consists of the Captain, Front Server, Back Server, Bussers or Guard. The Captain remains at the table side to serve the guests and to prepares the tableside items. The Front Server is the Captain’s lieutenant. The Back Server is sometimes called the Runner. The Busser/Guard is responsible for table maintenance.

Russian Service - Platter service Food is fully prepared and portioned onto silver platters by the kitchen staff. The food is served with utensils, by the server, directly onto the guests plates. Simple, fast, labour-cost effective, elegant.

Butler Service A variation of Russian service in which the guests serve themselves from platters passed by the server at the table.

English Service The food is fully prepared in the kitchen and sent out to the table on platters. The host carves the meat or serves the main course to the guests. The food is fully prepared in the kitchen and sent out to the table on platters. The host carves the meat or serves the main course to the guests.

Family Service Food is ordered by the platter. The platters are placed on the table and the guests serve themselves. A more casual house style suits this type of service.

The guest should feel: 1. Welcomed 2. Pampered 3. Important 4. Comfortable 5. Entertained 6. Relaxed 7. Satiated 8. Appreciated

Understanding Dining Room Operations The best way to learn the operation is to be trained at every station in the dining room. Having an understanding of the front and back of the house operations will improve skills as an effective manager and create understanding of how each operation affects one another. Building strong relationships with other departments makes you a valuable employee.

The Virtual Door The internet is now a part of our restaurant world. Websites are one of the first impressions you will make on a potential client. Ensure that your establishment is listed with an online directory.

Reservation Systems Factors to Consider 1. Style of restaurant: Casual or formal? The fancier a restaurant the more likely it will accept reservations. 2. Number of Seats: Fewer seats require more precise management of tables. A reservation can be a valuable tool. 3. Number of Covers per Night: A higher turnover in a dining room does not require a reservation system. 4. Popularity: The more famous the restaurant, the higher the demand for tables. 5. Other Factors: Next to a theatre, in a business area, seasonal tourist area. 6. Sales Figures: A good indication of whether a reservation system will be helpful.

Formal Table Setting

Reservation Info 1. Guest’s Name 2. Date 3. Time 4. Number of people 5. Date the reservation was taken 6. Phone Number 7. Special requests 8. Initials person taking reservation

The Front Door The entrance and front of your restaurant should be well maintained. Hardware Glass Mats Trash

First Impressions The front desk should face the door. Never have the your back to the door. Greet immediately and make eye contact. Welcome the guest to your establishment. Use names for regular customers. Speak clearly and with confidence. Don’t assume everyone is all together. Offer to take coats and bags.

Dining Room Seating Plans

Seating Tips Rotate seating in servers sections. Seat the best tables first and move towards those that are not as popular. Present the menu to the guest. Open or Closed? Record the time guests are seated to assist in table turnover.

Serving Guests : The Main Event 1. The First Sale ✴ Usually involves a beverage ✴ “Would you like to start with a cocktail or other beverage?” ✴ This benefits both the house and the server.

2. Reading the Guest: ✴ Determine if they have dined with you before. ✴ To what degree do your guests wish to interact with the staff. ✴ How much menu explanation is needed?

3. Suggesting vs Recommending: ✴ Suggestion: SAFE : involves providing information to help the guest make a decision. ✴ Recommending: RISKY: when you are sure the item will be well- received.

4. Order Taking: ✴ The menus are closed ✴ Protocol: children, women, men ✴ Take one order at a time, write it down, repeat the order. Explain confusing dishes in other words. ✴ Return to the table to clear up details before placing order.

4. Placing the Order ✴ POS systems (point of sale systems) ✴ Ensure all details are included in the order. ✴ Clear up potential misunderstandings before they happen.

i. Greeting ii. Seating iii. Bread iv. Beverage v. Menu, wine list vi. Order taking vii. Serving viii. Clearing ix. Check presentation x. Farewell xi. Reset table Sequence of Services

Sequence of Courses i. Appetizer ii. Soup iii. First course (may be a combination of above orders) iv. Main course v. Salad (European style - served after the main) vi. Fruit and Cheese vii. Dessert viii. After dinner (hot) beverage

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