1. Proper Guidelines for Service Chapter 4 Copyright 2008 Delmar Learning. All Rights Reserved.

2. Copyright 2008 Delmar Learning. All Rights Reserved. Excellent Service Known fact –Major reason restaurants fail is poor service

3. Copyright 2008 Delmar Learning. All Rights Reserved. Excellent Service (continued) Restaurant reviewers, owners, guests state: –Excellent service CAN compensate for average food –Great food CANNOT compensate for bad service

4. Copyright 2008 Delmar Learning. All Rights Reserved. Excellent Service (continued) Results from two factors: –

5. Copyright 2008 Delmar Learning. All Rights Reserved. Importance of Competency Manager MUST – – to service staff Methods become

6. Copyright 2008 Delmar Learning. All Rights Reserved. Importance of Competency (continued) One main purpose in restaurants –Guests will leave the restaurant pleased with the dining experience

7. Copyright 2008 Delmar Learning. All Rights Reserved. Importance of Competency (continued) Described for a restaurant – when the guest DOES NOT have to ask the service person for any item during a meal

8. Copyright 2008 Delmar Learning. All Rights Reserved. How to Obtain Competency Instill competency in service staff by – to details –

9. Copyright 2008 Delmar Learning. All Rights Reserved. How to Obtain Competency (continued) Success of a restaurant depends on the manager –If the manager overlooks the little details, service staff will also overlook the little details –If the manager pays attention to details, service staff will consistently follow the lead

10. Copyright 2008 Delmar Learning. All Rights Reserved. How to Obtain Competency (continued) Key to competent service: – Restaurants with all details in place give excellent service Restaurants that look disorganized give merely adequate or poor service

11. Copyright 2008 Delmar Learning. All Rights Reserved. Key to Competency Competency does not happen automatically –See Figure 4-1 and –Set – thoroughly May be –Study a –Pass a

12. Copyright 2008 Delmar Learning. All Rights Reserved. Key to Competency (continued) Key to excellent service – supervision – of policies Manager MUST – – the competent way to serve the guest

13. Copyright 2008 Delmar Learning. All Rights Reserved. The Sidetowel Two purposes –Used as an – any

14. Copyright 2008 Delmar Learning. All Rights Reserved. Trays Two basic types – trays— Used to carry food and – round, rectangular, or oval—tea trays Used to carry

15. Copyright 2008 Delmar Learning. All Rights Reserved. Trays (continued) Use of a tray –Compared to arm service, much more looking

16. Copyright 2008 Delmar Learning. All Rights Reserved. Trays (continued) Why to use them –More competent service staff –To improve service –To make fewer trips and save time Greatest reason –All food can be delivered to the guests’ table at the same time, making guests’ meal more enjoyable and the restaurant more efficient

17. Copyright 2008 Delmar Learning. All Rights Reserved. Hand Service is carried from the kitchen to the dining room by a service person

18. Copyright 2008 Delmar Learning. All Rights Reserved. Hand Service (continued) To serve all guests at the same time, restaurant MUST – service people to work as teams –Use as many service people to bring, serve, and remove all plates from the guest’s table at the same time

19. Copyright 2008 Delmar Learning. All Rights Reserved. Hand Service (continued) Restaurant MUST invest time and money in training Cost of constant training will be reflected in expensive menu prices

20. Copyright 2008 Delmar Learning. All Rights Reserved. Traystands and/or Sidestands Place needed for service staff to place trays – or – devices or

21. Copyright 2008 Delmar Learning. All Rights Reserved. Traystands and/or Sidestands (continued) Traystands are excellent for use – to be carried by the server –Saves time and –Open easily and are secure –Most efficient way to deliver

22. Copyright 2008 Delmar Learning. All Rights Reserved. Traystands and/or Sidestands (continued) After food is served from traystand –Service person should remove traystand from the middle of the dining room

23. Copyright 2008 Delmar Learning. All Rights Reserved. Proper Way to Lift a Tray First, service staff should know – of the traystand that that hold the

24. Copyright 2008 Delmar Learning. All Rights Reserved. Proper Way to Lift a Tray (continued) Service staff should be taught – their body up even with the traystand – of the traystand should be at a right angle with the server’s body –Bend down at the knee as if you are about to kneel See Figure 4-3

25. Copyright 2008 Delmar Learning. All Rights Reserved. Proper Way to Lift a Tray (continued) Tray should be balanced before reaching the shoulder Slide tray on server’s shoulder Lift with leg muscles, NOT with back muscles See Figures 4-3, 4-4, and 4-5 Review TIP$ on carrying large and small trays on page 98

26. Copyright 2008 Delmar Learning. All Rights Reserved. How to Put Down a Tray Procedure is the reverse for lifting a tray

27. Copyright 2008 Delmar Learning. All Rights Reserved. Loading a Tray First thing a server MUST do is to check the tray to make sure it is clean on the top and bottom surfaces items should be placed on the side of the tray closest to server’s body items and glasses are placed to the outside of the tray, away from the

28. Copyright 2008 Delmar Learning. All Rights Reserved. Loading a Tray (continued) Items with spouts and handles –Facing the center of the tray Serving hot and cold foods – hot and cold items on the tray Plates should never be stacked on top of each other unless covers are used

29. Copyright 2008 Delmar Learning. All Rights Reserved. Loading a Tray (continued) When removing dirty dishes, the establishment should have an organized system so that all plates are stacked neatly Place a sidetowel over the dirty dishes before picking up the tray to bring to dishwasher area See Figure 4-6 and Figure 4-7

30. Copyright 2008 Delmar Learning. All Rights Reserved. Guidelines for American À la Carte and Banquet Service Originally thought of as rules, but rules are too rigid for dining room business –If circumstances are beyond the server’s control, the server should use common sense when serving guests

31. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service See Figure 4-8

32. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #1: Women are served before men, unless children are present –See Figure 4-9

33. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #2: Food is served from the guest’s left side with the service person’s left hand –If served with service person’s right hand, the arm is in the face of the guest –See Figure 4-10 and Figure 4-11 –Booth service See Figure 4-13

34. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #3: Beverages are served from the guest’s right side with the service person’s right hand –Water glass on the right of the place setting All beverages served from the right side

35. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) When refilling water, wine, or coffee, the server MUST NEVER pick up the glass or cup –Unless it creates a safety hazard –See Figure 4-14 Coffee service –Pour coffee with the right hand –Hold a coffee shield in the left hand –See Figure 4-15

36. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #4: All guests’ food must be brought to the table at the same time –Creates two problems Guests with proper manners will wait for table to be served For guests served first, food gets cold while waiting

37. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #5: Do not remove any guest’s plate from the table until all guests have finished eating –Implies to the guest who has not finished that he or she Is taking too long to eat Must hurry and finish eating

38. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Exception to Guideline #5: –If guests indicate they want dish removed Even if others are still eating Another part to Guideline #5: –New course must never be served until dishes from previous course are removed from the table

39. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #6: Never stack or scrape dirty plates on the guests’ table –Most irritating and unappetizing habit –Scrape and stack on tray that is on the traystand away from the guests See Figure 4-16

40. Copyright 2008 Delmar Learning. All Rights Reserved. Seven Guidelines for Service (continued) Guideline #7: Dirty dishes are cleared from the guest’s right side with the service person’s right hand –See Figure 4-17 and Figure 4-18 the table –See Figure 4-19

41. Copyright 2008 Delmar Learning. All Rights Reserved. Other Helpful Hints for Serving Whichever hand you use to serve or pick up food, place that foot forward for balance –For example: Serving food with your left hand, place your left foot forward

42. Copyright 2008 Delmar Learning. All Rights Reserved. Other Helpful Hints for Serving (continued) If a guest places a dirty dish to the left side, service person should remove that dish from the guest’s left side with their left hand

43. Copyright 2008 Delmar Learning. All Rights Reserved. Guidelines for French and Russian Style Service Guidelines are basically the same as for American service, with the exception of Guideline #2

44. Copyright 2008 Delmar Learning. All Rights Reserved. Guidelines for French and Russian Style Service (continued) French Service –Food is served from the guest’s right side with the service person’s right hand

45. Copyright 2008 Delmar Learning. All Rights Reserved. Guidelines for French and Russian Style Service (continued) Russian Service –Food is served from the guest’s left side with the platter in the service person’s left hand, while serving with the right hand (even though the service person puts an arm in front of the guest) –This method has been taught since the beginning of Russian service