1. Restaurant Service
ProStart Chapter 10

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

3. THE FREEZER
Procedural
Personal
© William B. Martin

4. THE FACTORY
Procedural
Personal
© William B. Martin

5. THE FRIENDLY ZOO
Procedural
Personal
© William B.Martin

6. QUALITY CUSTOMER SERVICE
Procedural
Personal
©William B. Martin

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

8. 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

9. Tableware Spoons

10. Tableware Forks

11. Tableware Knives

12. 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