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

2. Service Staff
Host
Server
Busser
Cashier

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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

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

11. 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

12. Serving Customers
Section 5.2

13. 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

14. 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

15. 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

16. 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