1 Serving Guests – The Main Event Chapter 6 Highlights Professional Service anticipates the guests’ needs and remains in control of the dining experience.
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1 Serving Guests – The Main Event Chapter 6 Highlights Professional Service anticipates the guests’ needs and remains in control of the dining experience
2 The Three “R’s” of Glassware Refill Replace Sell that second beverage before the entrée is served. Remove Always clear whatever is possible to give the guest maximum space at the table.
3 Reading the Table Make that first approach count. Get a sense of the guest when you first visit the table. While there is a systemized way to offer service you must be flexible to each guest’s needs. Be sure to watch for nonverbal clues too.
4 Standards of Service To insure proper service each restaurant should have established “standards” that the staff strives for. The manager should check to see that these “standards” are being met on a regular basis. Greet the table within 30 seconds to 1 minute after being seated. Serve women (older to younger) then kids and finally men For food serve left, clear right (RKR standard) This is different than the book!
5 The Three T’s of Service Technique Do what you can to enhance the guest’s experience Timing MEP and cold food cold and hot food hot Teamwork Everyone suffers when one person neglects their work
6 The Sequence of Service Different meal periods require different sequences. Coffee offered right away at breakfast but not necessarily at lunch. Menus offered after cocktails in fine dining at dinner
7 Greeting and Seating Consider Warm greeting Take coats, umbrellas, etc for safety Servers should help pull chairs Extra place settings should be removed
8 Bread When to serve bread should be consistent in the sequence of service. Before or after order is taken depends on clientele and role of bread in the overall menu.
9 Beverage Suggestive sell where possible Use the “greet exit” Identify the drink for the guest as it is served Use cocktail napkins for tables without linen
10 Menu Presentation and Order Taking Present Menu when first seated (RKR standard) Order is taken from the right Be sure to “sell” specials at the first visit to the table Use seat numbers on order pad and use house approved abbreviations for menu items Know the menu!
11 Wine Order Generally taken after food order for matching purposes Trained wait staff can make recommendations!
12 ASCEND A powerful new system for increasing wine sales in casual restaurants. http://www.globalacco unts.net/CA_additional _docs/Ascend-Web.pdf http://www.globalacco unts.net/CA_additional _docs/Ascend-Web.pdf
13 Courses Appetizer and/or Soup Flatware mise en place and flatware carried on silverware transport plate (plate with folded napkin) Main Course Hold plate by rim, position protein at 6 o’clock, warn guest of hot plate 2 minutes or 2 bites (RKR standard)
14 Courses Salad Use of show plate for appetizer and soup or salad when they are before entrée May be served after main course Don’t forget to offer pepper Fruit and Cheese French prefer fruit then cheese, small portions
15 Courses Crumbing the table with crumber or napkin Dessert Cart, tray, or separate menu Dessert sampler is a nice idea for a group and a great way to show off After Dinner Drinks Clear the table of anything extraneous.
16 Courses Pipes, Cigars and Cigarettes Laws are different in each state The Check Leave a sweet taste in the mouth of a guest with a mint Know the law of doggie bags for wine Say thank you for coming!
17 Summary Establishing and enforcing standards for service make for a more pleasant guest experience Communicating these standards is on- going Flexibility is key to guest happiness