PROVIDE SILVER SERVICE

PROVIDE SILVER SERVICE
D1.HBS.CL5.14 Trainer welcomes students to class and encourages participation.

Subject Elements This unit comprises three Elements:
Prepare for silver service Liaise with other staff Serve meals Trainer advises this Unit comprises three Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Prepare for silver service
Element 1: Prepare for silver service Introduce topic. Class Activity – General Discussion Ask general questions: What is silver service? What activities need to be undertaken when preparing for silver service?

Prepare for silver service
Performance Criteria for this Element are: Identify the range of menu items that may be offered via silver service Identify the equipment and utensils used in the delivery of silver service Differentiate between full silver service and semi-silver service Ready the dining area for silver service Set tables to silver service standard Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Silver service Introduction to silver service
In summary, silver service is the common name given to a specific way of plating and serving meals. Silver service is a method of foodservice. This usually includes serving food at the table. It is a technique of transferring food from a service dish to the guest's plate from the left. Class Activity – Questions Have you experienced this type of service before? Would you like to experience it? Is this service style common? Why / why not?

Silver service Silver service is a traditional style of service that is commonly reserved for high end establishments. It is a style of service that is: Very visual Popular with customers Adds a dimension of entertainment Enhances the dining experience Class Activity – Questions What makes it visual? What makes it popular with customers?

Silver service Complexity of silver service
It is often described as the most complex of service styles, as every action is performed: In front of the guest With time consuming activities In a busy environment By staff requiring special skills Ensuring all food is served in its intended condition and temperature Class Activity – Questions Can you make this process easier? What other complexities exist in this service style?

Advantages of silver service
Provides a unique point of difference Promotes menu items to surrounding tables and therefore increased sales Involves the customer Provides higher level of entertainment Class Activity – Discussion Discuss these advantages.

Advantages of silver service
Increases personalised service Increases interaction with the customer Allows customers to ‘experience’ the preparation process Enables an establishment to charge premium prices Showcases skills of staff Class Activity – Discussion Discuss these advantages.

Disadvantages of silver service
Need for specialist equipment Staff need to be highly skilled Highly labour intensive Food and beverage condition may be compromised Increased safety risk as gueridon cooking is conducted in the dining environment, close to the customer Reduces space that can be used for more tables and chairs Class Activity – Discussion Discuss these disadvantages.

Silver service menu items
What menu items are commonly provided through silver service including: Food items Beverage items What needs to be considered when selecting items to be prepared using this method? Class Activity – Discussion Get the audience to discuss and list the different food and beverage items that can be provided through silver service?

Selection of menu items The selection of these menu items will be based on: Ingredients involved Complexity of the menu item Expertise of the staff preparing the dish Time taken to prepare or serve the different dish items Level of preparation, cooking or service performed in front of the guest Class Activity – Questions What other considerations need to be taken into account?

Appetisers Appetisers are menu items offered for guests to eat prior to their main course. What appetisers are commonly served? Class Activity – General Discussion Discuss the questions in the slide.

Appetisers Hors d’oeuvres Canapés Savouries Antipasto Tapas Finger foods Sandwiches Class Activity – General Discussion & Review menus Identify different types of appetisers. What would be prepared and served using silver service?

Soups A traditional course on many menus, soups provide low food cost items for many premises. What soups are commonly served? Class Activity – General Discussion Discuss the questions in the slide

Soups Clear soups Broths Purées Cream soups Bisque Class Activity – General Discussion & Review menus Identify different types of soups What would be prepared and served using silver service?

Pasta Pasta is a common item that is prepared using gueridon service Normally the pasta itself is par cooked (partially cooked) in kitchens and then finished off with other ingredients and sauces in front of the customer Class Activity – General Discussion Why is this method popular? What types of pasta would you prepare this way? What risottos can be prepared using this format? How would these items be prepared for silver service? What would be pre-prepared? What would be prepared in front of the guest?

Salads Salads may exist as a stand-alone menu item or as an accompaniment to a main course dish They often come with a dressing What types of salads and dressings are commonly served? Class Activity – General Discussion Discuss the question in the slide What would be prepared and served using silver service?

Salads Salads can be served in simple form such as a ‘green salad’ or may be more intensive including a variety of: Hot or cold meat Raw or cooked vegetables Nuts and seeds Cheeses Hot or cold dressings Class Activity – General Discussion What are common salads prepared using silver service?

Salads Caesar salad Caesar salad is the most popular salad made in front of the guests. What is in this salad? What is the history of this salad? Why is it globally popular? Class Activity – General Discussion & Research activity Caesar salad comprises lettuce, cooked egg, bacon, anchovy, parmesan cheese and lemon juice, to name a few items. It is also commonly served with cooked sliced chicken.

Meat, poultry, fish and seafood Staple ingredients can be: The stand-alone ingredient for a dish Ingredients in other menu items What types of meat, poultry, fish and seafood are commonly served using silver service? Class Activity – General Discussion Discuss the questions in the slide.

Meat Beef Lamb Veal Goat Pork Class Activity – General Discussion & Review menus Identify different types of meat. What silver service activities would be used?

Poultry Chicken Turkey Squab Pheasant Duck Goose Class Activity – General Discussion & Review menus Identify different types of poultry. What silver service activities would be used?

Fish Flat fish Round fish Fillets Whitefish Oily fish Class Activity – General Discussion & Review menus Identify different types of fish What silver service activities would be used?

Seafood Shellfish Molluscs Crustaceans Octopus and squid Class Activity – General Discussion & Review menus Identify different types of seafood What silver service activities would be used?

Vegetables What types of vegetables are commonly served? How are they prepared and served? Class Activity – General Discussion Discuss the questions in the slide Identify different types of vegetables What silver service activities would be used?

Sauces, accompaniments and garnishes Sauces, garnishes and accompaniments are additions to the main ingredients of a meal They can be used to enhance the flavour, colour, aroma and overall presentation of the meal Class Activity – General Discussion What is the difference between these? What is their purpose?

Sauces Sauce is a term used in cookery to describe a wide range of flavoured liquids that are served as part of the meal, or dish The addition of a sauce to a dish can be used to transform the overall presentation of a dish by adding flavour, moisture, richness and visual appeal Class Activity – General Discussion What are popular sauces? What silver service activities would be used?

Accompaniments Accompaniments are complementary additions to the main ingredient of a meal. Accompaniments are typically: Vegetables Fries Steamed or fried rice Side salads Sauces and relishes Salsa Class Activity – General Discussion What are popular accompaniments? What silver service activities would be used?

Accompaniments - roasts Accompaniments for roasts include Horseradish sauce Mustard Mint sauce Mint jelly Cranberry sauce Class Activity – General Discussion Which roasted meats do each of these accompaniments complement?

Garnishes Garnish refers to the decoration of food by the addition of other items Garnishes should be fresh, colourful, edible and should be suited to the meal Class Activity – General Discussion What are popular garnishes? What types of meals are they served with?

Garnishes Common garnishes may include: Lemon wedges Herbs including parsley, rosemary, dill, basil Carrot twirls Vegetable julienne Croutons Class Activity – General Discussion What are popular garnishes? What types of meals are these garnishes served with?

Specialist cuisine food items Specialist cuisine food items commonly relate to cuisines of various cultures. What are different cuisines in different countries? Class Activity – General Discussion & Research Discuss the questions in the slide Trainer to give small groups a country in which they must research and present cuisine unique to that country / culture.

Specialist cuisine food items Offal Aromatics, flavourings, spices, spice mixes and herbs Garnishes Seeds and nuts Grains, rice and pulses Fungi Preserves, condiments and accompaniments Class Activity – General Discussion & Presentation Discuss the different types of specialist cuisine food items Groups to present their findings.

Specialist cuisine food items Fruits, vegetables, flowers and salad items Aquatic plants such as seaweeds Specialist cheeses and dairy products Sweeteners such as palm sugar, honey and glucose Fats and oils Bush foods Class Activity – General Discussion & Presentation Discuss the different types of specialist cuisine food items Groups to present their findings.

Desserts Desserts are served after the main course What types of desserts are commonly served using silver service? Class Activity – General Discussion Discuss the question in the slide.

Desserts Puddings, cakes and flans Fritters Prepared fruit Soufflé Crepes and omelettes Ice cream, bombes and parfaits Class Activity – General Discussion & Review menus Identify different types of desserts What silver service activities would be used?

Fruit A growing focus on healthy eating has seen increased up- take of fruit in premises. What types of fruit items and dishes are commonly served using gueridon service? Class Activity – General Discussion Discuss the question in the slide What silver service activities would be used?

Cheese There are endless types of cheese. Cheese is normally sliced or portioned and served with a variety of accompaniments including: Fruit Nuts Olives Crackers Bread Class Activity – General Discussion What types of cheese are commonly served using silver service? What silver service activities would be used?

Silver service beverage menu items
Types of beverages These include: Hot and cold beverages Alcoholic and non-alcoholic choices Coffees and teas Class Activity – General Discussion What are commonly served beverages using silver service?

Speciality Coffees Various spirits and liqueurs can be combined with hot coffee and fresh double cream They make a dessert in its own right, to accompany a dessert or to conclude a meal Class Activity – General Discussion What types of specialist coffees do you know? What liqueur is in them?

Spirits and liqueurs In some cases customers may wish to have a spirit or liqueur at the end of a meal or to accompany a dessert. These normally consist of: Cognac Armagnac Calvados Liqueurs Port Class Activity – Questions & Review beverage list What is the difference between these types of beverages? How are they served to the customer?

Silver service equipment and utensils
Appropriate ‘service wear’ must be selected to ensure dishes can be served to customers: In their intended format Maintaining the quality of the dish Ensuring practicality for both service staff and customers Showcasing service skills and presentation Class Activity – General Discussion What silver service equipment is commonly used? What silver service utensils are commonly used? What are they used for?

Linen White gloves Table linen Table dressing or boxing linen Napkins Waiter’s cloths Service cloths Class Activity – General Discussion Discuss the different types of linen is used in a food and beverage outlet How can you ensure linen is clean?

Crockery Plates (main and entrée) Bowls (soup, salad and dessert) Butter dishes Salt and pepper shakers Sugar bowls Service platters Sauce boats Class Activity – General Discussion Discuss the different types of crockery is used in a food and beverage outlet How can you ensure crockery is clean?

Cutlery Knives (main and entrée) Forks (main and entrée) Soup spoons Dessert spoons Hot chocolate spoons Teaspoons Seafood cutlery Class Activity – General Discussion Discuss the different types of cutlery is used in a food and beverage outlet How can you ensure cutlery is clean?

Glassware Beer glasses Wine glasses All-purpose glasses Cocktail glasses Liqueur glasses and fortified wine glasses Carafes wines to table Jugs drinks Irish coffee/liqueur-spirit coffee mugs Class Activity – General Discussion Discuss the different types of glasses are used in a food and beverage outlet How can you ensure glassware is clean?

Wine glassware and equipment Wines and glasses Drink trays Waiter’s friend Ice bucket Service cloth Carafes Decanting equipment Wine baskets Class Activity – General Discussion and demonstration Show each item and discuss it’s importance and use.

Table crumbing equipment A small instrument known as a crumber If a crumber is not available, a dry napkin or small designated brush will be sufficient A side plate to collect crumbs and particles Class Activity – General Discussion and demonstration Show each item and discuss it’s importance and use.

Table decorations and displays Table decorations Bud vases Flower arrangements Display tables Other static displays Class Activity – General Show each item and discuss it’s importance and use Why are table decorations and displays important in a silver service environment? What other table decorations and displays can be used?

Gueridon trolleys Types of gueridon trolleys may include: Flambé trolleys Hot carving trolleys Hors d’oeuvres trolleys Dessert trolleys Liqueur trolleys Class Activity – Discuss the purpose and role of each type of trolley Flambé trolleys – these trolleys are primarily used to cook food items, commonly using a flambé or sauté process Hot carving trolleys – these trolleys primarily are used to keep cooked meat warm and to provide sufficient space for meat to be carved and plated Hors d’oeuvres trolleys – these trolleys are required to cook, assemble or display small items or entrees preceding main meals Dessert trolleys – these trolleys may be used to display and carve different dessert, fruit and cheese dishes. They are normally used to visually tempt customers are opposed to playing an active role in the cooking process of desserts. That is the domain of a flambé trolley Liqueur trolleys – these trolleys are used to prepare and display a range of beverages either to be served during the meal, such as wine, or at the end of a meal. This can include specialty coffees, cognacs and ports.

Carving Carving knives Carving fork Steel Carving boards Spoons and meat forks Any service crockery, cutlery or vessels Ladles for serving sauces and accompaniments Service towel Towel for cleaning trolley Class Activity – Explain role of equipment and utensils Explain the role of each type of equipment / utensil.

Sauteing Service set Copper or other appropriate pan Service towel Cooking utensils Serving cutlery, crockery and dishes Matches Class Activity – Explain role of equipment and utensils Explain the role of each type of equipment / utensil.

Filleting Service set Fish spatula Service towel Knives - filleting knife and chef’s knife Scissors - used to cut off fins and smaller bones Tweezers - used to remove small bones Class Activity – Explain role of equipment and utensils Explain the role of each type of equipment / utensil.

Salads Service set including salad spoons and forks Knives or scissors Plastic or wooden salad bowls Service towel Pepper grinder Pans and cooking utensils Class Activity – Explain role of equipment and utensils Explain the role of each type of equipment / utensil.

Cheeses Display plates Covers to protect cheese Service set including carving knife and cheese server Wooden cutting board Service towels Cheese knives Service plates Class Activity – Explain role of equipment and utensils Explain the role of each type of equipment / utensil.

Styles of silver service
Full silver service Food items are prepared and carved or separated into individual portions and placed on platters by kitchen staff. Waiting staff use spoons and forks to serve food from service platters The benefits of silver service are: Adds a dimension of ‘entertainment and sophistication Customers can greater choice Class Activity – General Questions In what types of establishments is this style of service popular?

Semi silver service Meat component of the dish is plated and served, and the vegetables are silver served The benefits of semi silver service are: Increases options for customer A more time efficient use of silver service Class Activity – General Questions In what types of establishments is this style of service popular?

Gueridon service Food is prepared or cooked at the table and served using full silver service techniques. The benefits of gueridon service are: Is a form of entertainment Is interactive Allows customers to see the cooking process Meals can be prepared to customer’s exact specifications Class Activity – General Questions In what types of establishments is this style of service popular?

Setting up dining area for silver service
Set up activities One key activity is to ‘set up’ the dining area. What needs to be set up? Who performs it? Class Activity – General Discussion Discuss the questions in the slide.

Set up furniture A major task in preparing a food and beverage service area for service is to set up the furniture in the room ‘Furniture’ primarily refers to tables and chairs Class Activity – General Discussion Get audience to answer following question/s: What furniture is needed in a restaurant? What determines their style and layout?

Floor plan A floor plan is a map of how the tables are to be positioned in a dining area/restaurant. Class Activity – General Discussion Get audience to answer following question/s: What does a manager need to consider when thinking about a floor plan?

Floor plan A floor plan sets out: Where the tables will be physically positioned The number of covers on each table The table numbers Which waiters will serve which tables Class Activity – General Discussion Get audience to answer following question/s: What does a manager need to consider when thinking about a floor plan?

Floor plan considerations Reservations Shape and design of the room Immovable objects Style of furniture Exits and doors Customer and service personnel access Class Activity – General Discussion Discuss how these points affect the floor plan and how tables will be set out.

Prepare comfort and ambiance
The ambience and comfort level of a restaurant must be taken into consideration when preparing for service. This normally takes into consideration: Temperature Noise Lighting Class Activity – General Discussion Get audience to answer following question/s: How can you create ambiance and comfort taking into consideration each of these points? Why is it important for patrons?

Prepare comfort and ambiance
Other considerations Table decorations Floor displays Smells What other ways can you create comfort and ambiance? Class Activity – General Discussion Get audience to: Think of other ways to create comfort and ambiance?

Prepare equipment Once the restaurant area is ready for service, it is now time to prepare the equipment? What equipment items need to be prepared? What auxiliary items that accompany equipment need to be set up? Class Activity – General Discussion Get audience to think about and identify all equipment and auxiliary items that need to be prepared.

Prepare equipment Coffee Area Coffee machine Cups Saucers Teaspoons
Sugar Milk jugs Types of milk Types of coffee Accompaniments (biscuits) Napkins Class Activity – General Discussion Discuss the steps associated with setting up coffee area.

Prepare equipment Tea Area Cups Saucers Teaspoons Sugar Milk jugs
Types of tea Lemon Class Activity – General Discussion Discuss the steps associated with setting up coffee area.

Prepare condiments Condiments Sauces Mustards Chilli Salt and pepper
Salsa Fruit, vegetables and herbs Class Activity – General Discussion Discuss the different types of condiments are used in a food and beverage outlet What preparation activities need to take place to ensure these are ready?

Prepare condiments Prepare butter
Butter is also a condiment and it is usually the responsibility of waiting staff to prepare the butter for service. Butter can be served in: Cubes Curls Triangles Butter pots Class Activity – General Discussion Where should butter be kept?

Prepare condiments Prepare lemon
Service staff may also be responsible for: Slicing lemons for cups of tea or bar drinks Making lemon wedges to accompany the service of fish dishes Class Activity – General Discussion Where else may lemons be used? How can you keep these fresh during a shift?

Prepare waiters station
Menus and wine lists Cutlery and crockery Service cutlery Napkins Service trays Docket books Toothpicks Class Activity – General Discussion Discuss the different items commonly found at a waiter’s station? What preparation activities need to take place to ensure these are ready?

Prepare waiters station
Condiments Glassware Pens Matches Ashtrays Waiters apron Nuts Class Activity – General Discussion Discuss the different items commonly found at a waiter’s station? What preparation activities need to take place to ensure these are ready?

Check cleanliness of facility
Before the session starts it is imperative that the facility is clean. Why is this important? What areas do you check? What do you need to check? What cleaning activities may you need to conduct? Class Activity – General Discussion Get audience to: Provide examples of what needs to take place under each preparation step.

Checking and cleaning restaurant area
Areas to check for cleanliness may include: Furniture – tables and chairs Wall hangings – pictures or displays Fixtures – light fittings and door knobs Plants – indoor plants and pots Class Activity – General Discussion Get audience to: Provide examples of what needs to take place under each preparation step.

Checking and cleaning restaurant area
Areas to check for cleanliness may include: Glass – windows, panels and doors Floor – carpet and tiled areas Work stations – waiter’s sideboard Menu stands – at host area Toilets – rest areas Class Activity – General Discussion Get audience to: Provide examples of what needs to take place under each preparation step.

Checking and cleaning customer facilities
Other areas to check Waiting area or foyer Restrooms Smoking areas External areas Class Activity – General Discussion What needs to be checked in each of these areas?

Set tables to silver service standard
One of the most important steps when setting up for service is to ensure that the tables are set up to meet the requirements of the upcoming session. What are the objectives when setting and dressing a table? What needs to be set up? What preparation tasks are to done? How do you ‘dress’ a table? Class Activity – General Discussion Discuss the questions in the slide.

Set tables to silver service standard
Importance of professional table settings A great deal of work and attention to detail must be applied when setting tables, as they must: Have all the necessary table ware, centrepieces, napkins and condiments Must be complete Must be clean and hygienic Must be uniform and consistent throughout the outlet Class Activity – General Discussion Why are these points important? What else is important?

Prepare napkins Prepare Napkins
Preparing napkins includes ensuring they are: Clean Have no holes Are prepared, folded Class Activity – General Discussion Discuss the different types of napkin materials are used in a silver service environment?

Prepare napkins Napkins Types of napkin folds: Cone Bishops Hat Fan
Opera House Sail Class Activity – General Discussion & Demonstration What are common folds? Trainer may demonstrate a number of common napkin folds.

Prepare crockery, cutlery and glassware
Preparation activities What activities are associated with preparing: Crockery Cutlery Glassware Class Activity – General Discussion & Demonstration Trainer may demonstrate the various preparation activities.

Setting tables Clothing a table Clean linen
Never let cloth touch ground Laid right side up Same level of overhang on each side Crease middle if using more than 1 cloth Creases should not be seen at the door Use clean napkins Class Activity – General Discussion & Demonstration What items are included in clothing a table? The trainer may demonstrate clothing a table

Setting tables Dressing a table
On special occasions, or as part of standard operating procedures, tables may need to be dressed. Dressing takes place as part of the set up and enhances presentation of the table How do you dress a table? What does boxing a table mean? What tables are normally boxed or dressed? Class Activity – General Discussion & Demonstration Discuss the questions in the slide. The trainer may demonstrate dressing and boxing a table

Setting tables A cover A place setting for one guest is commonly known in the industry as a ‘cover’. Class Activity – General Discussion What is a cover?

Setting tables A la carte setting
A la carte is the term used for a menu that has individually priced dishes These dishes are divided into entrées, salads, mains and desserts A la carte means ‘from the card’ This type of setting is popular Class Activity – General Discussion What items are included in a la carte cover? What types of food and beverage establishments use this type of cover?

Setting tables A la carte setting This setting usually consists of:
Main course knife Main course fork Side plate Side knife Wine glass Napkin Centre pieces Class Activity – General Discussion & Demonstration What are common centre pieces? These include salt and pepper shakers, table numbers, vases or tent cards. The trainer may demonstrate setting this type of cover, explaining reasoning.

Setting tables Table d’hôte setting
A table d’hôte menu is a menu that has a set price for a number of courses ‘Table d’hôte’ means ‘table of the host’ All courses are included in the price and must be paid for by the guests even if they don’t eat every course This is often called a ‘set menu’ Class Activity – General Discussion What items are included in a table d’hôte cover? What types of food and beverage establishments use this type of cover?

Setting tables Table d’hôte setting
The setting for this menu would be: Main course knife and fork Entrée knife and fork Dessert spoon and fork Side plate and knife Wine glass Napkin Centre pieces Class Activity – General Discussion & Demonstration What variations exist to this setting? The trainer may demonstrate setting this type of cover, explaining reasoning.

Setting tables Tips for setting a table
Use the chair as a guide to centre the cover Side plates should always be placed to the left of the fork Knife blades should always face left Sufficient space should be left between the knife and fork for the meal to be placed down Class Activity – General Discussion Discuss the reasoning behind these tips.

Setting tables Tips for setting a table
Entrée cutlery should always be placed on the outside of the main course cutlery In a la carte dining, the dessert cutlery should be placed where the main course knife is usually positioned Wine glass should be placed directly above the main knife Class Activity – General Discussion Discuss the reasoning behind these tips.

Place table accoutrements
‘Accoutrements’ are the items used to fit out the tables. In some situations you may be required to dress tables with accoutrements such as: Candlesticks Candelabra Bud vases Overlays Floral arrangements Placemats Class Activity – General Discussion What else can you use? What is the purpose of these items?

Complete final inspection of room
Now that tables are set for service and the room is clean and tidy it is now time to undertake a final inspection of the room and table set ups. What would you check? What are you looking for? Class Activity – General Discussion Discuss the questions in the slide.

Liaise with other staff
Element 2: Liaise with other staff Introduce topic Class Activity – General Discussion Ask general questions: Why is communication important between waiting staff in a silver service environment? What is often communicated?

Performance Criteria for this Element are: Work cooperatively with other waiting staff to deliver timely silver service Coordinate with kitchen staff to deliver timely silver service in accordance with identified guests needs and preferences Communicate with cashier to ensure correct charges are levied for silver service menu items Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Liaise with other waiting staff
Liaise with other waiting staff regarding intended service delivery What are common communication topics? Who do you communication with? How does this communication take place? Class Activity – General Discussion Discuss the questions in the slide.

Liaise with other staff regarding intended service delivery The tasks and activities within a food and beverage outlet is extremely interlinked with the duties performed by one person directly impacting those of another Class Activity – General Discussion Discuss the importance of communication in a food and beverage environment.

Common communication channels In discussions In meetings In staff briefings at the start of a shift During a shift as needs arise In staff de-briefings at the end of a shift In handover documents Through s, memos and telephone calls Class Activity – General Discussion What is each channel commonly used for? What information is usually passed on to others using these channels?

Communicating with other waiting staff Other waiting staff may include: Runners and busboys Food waiters Drink waiters and sommelier Dining room host or supervisor Class Activity – General Discussion What is commonly discussed between food and beverage servers with each of these people?

Communicating with other food and beverage staff This includes, but certainly not limited to: Cashiers Chefs Bartenders Class Activity – General Discussion What is commonly discussed between food and beverage servers with each of these people?

Communicating with other establishment staff This includes, but certainly not limited to: Cleaning staff Stewards Security DJ Purchasing department Valet and Car park attendants Class Activity – General Discussion What is commonly discussed between food and beverage servers with each of these people?

Examples of communication Ordering special menu items with kitchen or purchasing department Explaining requests and variations to menu items Notifying bar staff of timely and coordinated food and beverage, and wine service Arranging for assistance in the service of food and beverages to large groups Class Activity – General Discussion Discuss these examples.

Examples of communication Organising support staff to assist in service Coordinating the transfer or collection of customer cars with the valet Notifying security or management where guests are presenting unacceptable behaviour Class Activity – General Discussion Discuss these examples What are other examples of common communication?

Providing assistance Normally assistance is required when: A large amount of customers arrive at one time A large number of meals or drinks need to be delivered to a table A customer has a question or complaints which cannot be resolved by a staff member Customers require the bill Class Activity – General Discussion What other types of assistance are commonly required?

Liaise with kitchen staff
Reasons for communicating with kitchen staff Communicate orders Communicate special requests Communicate dietary or cultural requirements Notify when meals are ready Class Activity – General Discussion What other types of communication are commonly required?

Types of special dietary needs Vegetarian requests Lacto-ova vegetarians, Ova-lacto vegetarians Lacto-vegetarians Pescatarians Vegan Class Activity – General Discussion Discuss types of special dietary needs: Vegetarian requests – this is probably the most common dietary-related request Lacto-ova vegetarians/Ova-lacto vegetarians – these are the majority of ‘vegetarians’. They eat dairy products and eggs but not meat of any kind including red and white meat, poultry or fish Lacto-vegetarians – they don’t eat meat, poultry or fish. They don’t eat eggs but they eat dairy products Pescatarians – people who don’t eat meat, poultry or animal flesh but do eat fish– Vegan – this definition is open to various definitions so it is best to check exactly what. The diner means when they say they are a ‘vegan’. Generally a vegan can be seen as anyone who doesn’t eat meat, poultry, fish, eggs or dairy products and doesn’t eat foods derived from animals such as gelatine. The person may also stipulate that they are served only raw/unprocessed foods, or foods that have not reached a temperature of above 46ºC (because they believe foods above this temperature have had some of their dietary goodness removed or be harmful to the human body.

Types of special dietary needs Requests for low-salt meals Requests for low-sugar or no sugar meals Requests for lactose-reduced milk Requests for gluten-free food Requests for a macrobiotic diet Class Activity – General Discussion Discuss types of special dietary needs: Requests for low-salt meals Requests for low-sugar or no sugar meals –for diabetics Requests for lactose-reduced milk – for those who are lactose intolerant Requests for gluten-free food – from patrons who have celiac disease Requests for a macrobiotic diet – for those who are especially health-focussed they will request unprocessed vegan foods, no oil and no sugar.

Other information for communication between silver service waiters and kitchen staff Timing issues Co-ordination of service How steaks are to be cooked Entrees required as main courses Explanation of tables and their orders Verifying availability of menu items and variations in dishes Class Activity – General Discussion Discuss the importance of these points.

Liaise with cashier The main reasons for waiters to communicate with cashier to ensure: Guest account is created Correct items are added to account Correct prices are added updated Account is made ready for presentation Account is processed using accepted methods of payment Receipts are provided to customers Gratuities are allocated and paid to correct staff members Class Activity – General Discussion Discuss the importance of these points.

Element 3: Serve meals Introduce topic
Class Activity – General Discussion Ask general questions: How is the service of food using silver service different from ‘normal’ service? What activities are associated with the service of meals?

Serve meals Performance Criteria for this Element are:
Adjust covers in-line with the orders that have been taken Select required silver service equipment and utensils to enable service of the orders that have been taken Collect and verify food items from kitchen in accordance with the orders that have been taken Transport items from kitchen to table and present to guests Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Serve meals Performance Criteria for this Element are:
Serve food items to guest Serve beverage items to guests Communicate with guests during and after the delivery of silver service to achieve a positive guest experience Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Adjusting settings to reflect selections
Depending on the dishes and drinks they have ordered, it is now time to adjust the setting with certain items of: Cutlery Glassware Service wear Class Activity – General Discussion What is the normal process for adjusting settings?

Adjusting glassware Practical examples of the need to adjust glasses may include: Adding water glasses and jugs Removing or adding all or some wine glasses Removing the set glasses and replacing them with champagne flutes where a sparkling wine is ordered. Class Activity – General Discussion What glasses are normally set at the table? How do you remove glasses?

Adjusting serviceware
Servicewear may need to be provided as follows: Service platters Sauce boats Cake stands and knives Snail forks and tongs Lobster picks and crackers Soup tureen Gueridon equipment Class Activity – General Discussion What are each of these items used for? How would you use them?

Adjusting settings Process for adjusting covers
Identify what needs to be removed from each cover Identify what needs to be added to each cover Obtain the necessary items Load them onto a clothed service plate Carry the clothed plate with all the required cutlery to the table On arrival at the table, begin adjusting the cutlery by starting at the Number One guest, working clockwise Always handle cutlery by the handles Class Activity – General Discussion & Demonstration Discuss the steps for adjusting covers Trainer may demonstrate explaining steps.

Prepare necessary silver service equipment and utensils Given that silver service normally involves waiting staff serving some element of a dish to customers, it is essential that any necessary items are close at hand, be it: In the kitchen to be collected with dishes themselves At a nearby waiting station Placed on the table Placed on their person Class Activity – General Discussion What needs to be prepared and stored at each of these locations?

Types of common silver service equipment and utensils used in service delivery Service cloths Serving spoons, ladles and forks Serving trays and platters with their own service utensils Crockery in which to place silver served food Spare cutlery Plate underliners Sauce boats Carving knives Class Activity – General Discussion How do you prepare these items?

Types of common silver service equipment and utensils used in service delivery Food lifters Tongs Service baskets Trolleys or bussing trays and stands Wine stands and buckets and waiter’s friend Cake Plateau Tea and coffee accompaniments Class Activity – General Discussion How do you prepare these items?

Collect and verify food
Collect food selections It is essential food items are picked up and delivered in a timely manner as: Hot food could go cold and spoil Cold food could lose its chill factor Risk of food contamination increases Customers have an unnecessary wait Room to place down newly prepared items becomes restricted Class Activity – General Discussion Who is responsible for ensuring food is sent out of preparation areas in a timely manner when they are ready? Where are food items prepared?

Collect food selections When collecting food ensure: Correct food Correct temperature Correct requests Clean plate Service cutlery Garnishes and condiments Correct side dishes All meals to the table are taken at the same time Class Activity – General Discussion and demonstration Trainer should demonstrate what to look for when collecting food.

Collecting and verifying food in a silver service environment Checking items are complete before being delivered to tables is more complex in a silver service setting as the whole dish is not pre-plated. What do waiting staff need to understand about dishes before sending them to the table? Class Activity – General Discussion and demonstration In many cases the waiter needs to ensure that they understand: What is to be prepared by the kitchen? What items are to be prepared by the waiter? How it should be presented? What service items are required? What needs to be prepared in front of the customer?

Transporting food to tables
Complexity of transporting silver service items The process of presenting food to customers may not be as simple as that provided in most establishments, as some elements of a dish as pre-presented with other parts needing to be silver served by staff at the table. Class Activity – General Discussion Trainer to provide following example: For example in the simple case of a roast meat, in most cases the entire meal is on one easy to carry plate, however in a silver service setting: Plates may need to be heated and placed in front of the guest Meat, either whole or carved and delivered in a warmed tray If meat is to be carved, a carving station with appropriate equipment and utensils must be prepared Vegetables to be placed in a separate container to be silver served Sauce to be placed in sauce boats

Methods of transporting food items Transport items from kitchen to table may involve: Carrying plates to a table Trolleys Platters Carving stations Presentation trolleys Large service bussing trays Class Activity – General Discussion What would each of these methods be used for?

Techniques to transporting food 2 plate method 3 plate method Class Activity – General Discussion and demonstration Trainer should demonstrate how to carry and place food at the table.

Serving food using silver service
The actual service of food is one of the main differences that separates silver service, either in a full- silver service or semi-silver service, setting from most establishments It is the theatrics associated with silver service which warrants an establishment to charge higher prices, and in turn customers expect more Class Activity – Discussion about how silver service is ‘special’ What are the objectives when serving food using silver service techniques?

Considerations Use of silver service gear Provision of full silver service delivery and semi-silver service delivery Consider safety and hygiene considerations and requirements Class Activity – Discussion What safety and hygiene considerations exist in a silver service environment?

Serving bread at start of meal In most eating experiences in a restaurant, bread is often provided to customers. What is the purpose of serving bread? What formats are they served? How are they served? What else is commonly served as an alternative? Class Activity – General Discussion Discuss the questions in the slide.

Appropriate timing of service delivery and coordination with other staff and services Before any dishes are to be delivered to tables a number of checks are conducted including: Ensuring that all necessary accompanying equipment and utensils are ready Any dishes from previous courses have been removed Customers have necessary crockery and cutlery to enjoy the meal Any accompanying wines and other beverages are ready Class Activity – General Discussion Why is this important?

Serve the meal from the right Serve ladies first or direction Place the meat at 6 o’clock Repeat order when presenting Ensure correct cutlery Ensure correct condiments Class Activity – General Discussion and demonstration Trainer should demonstrate how to carry and place food at the table.

Portioning of food items during service Portioning means controlling the size or quantity of menu items to be served to each customer. What influences portion sizes? Where is this information found? How are common portions for different foods? Why is it important to have strict portion controls? Class Activity – Discussion about portion control. Discuss questions identified in the slide.

Carving and filleting techniques How should you: Carve roast meat Fillet cooked fish Class Activity – Explain the processes Explain the steps associated with these procedures If possible demonstrate to audience.

Plate meat, starch, vegetable, sauces and appropriate garnish on plate How is this achieved? What utensils are used? Class Activity – Explain the processes Explain the steps associated with these procedures If possible demonstrate to audience.

Placement of items on dishes When placing items on a plate waiting staff must take into consideration: Colour balance Cleanliness Neatness Equality of portion size between all dishes served Dish logos are correctly positioned Class Activity – Explain importance Why is this important?

Placement of dishes on table When placing communal items on a table it is important to ensure: Different food platters are spread equally across the table Easy reach of customers Sufficient service cutlery Replenishment of food items and sauces where required Class Activity – Explain importance Why is this important?

Serving cheese techniques Remove most cheeses from the refrigerator at least 30 minutes before serving For whole wheels and large wedges, cut only what you expect to use and return the remainder to the refrigerator Cut cheese according to menu including wedges, slices or rounds To cut a wedge of cheese from a wheel, use a large knife dipped in hot water and wiped Class Activity – Explain the process Explain the steps associated with this procedure If possible demonstrate to audience.

Serving cheese techniques To cut a wedge of cheese from a wheel, use a large knife dipped in hot water and wiped Slice the cheese rind or wax first and then gently rock the knife from front-to-back, applying pressure to evenly cut through the body of the cheese Make swift and accurate movements Remove rind or wax covering if required Portioning cheese Class Activity – Explain the process Explain the steps associated with this procedure If possible demonstrate to audience.

Serving cheese techniques Ensuring that edges of cheese sections are smooth Minimising waste For serving, whilst cheese knives are suitable to serve hard cheeses. A butter knife can be used for softer cheeses. Marinated cheeses in oil can be served with a small fork or spoon Placing cheese on appropriate crockery Class Activity – Explain the process Explain the steps associated with this procedure If possible demonstrate to audience.

Serving cheese techniques Add suitable accompaniments Serving the guest their tableside items Remember to provide a separate cheese knife or utensil for each cheese Encourage guests not to mix the knives to avoid mixing cheese flavours Class Activity – Explain the process Explain the steps associated with this procedure If possible demonstrate to audience.

Serving dessert techniques Slicing of cakes and flans Serving of muffins and individual pies Scooping of ice-cream Lighting of bombes Cooking of crepes and omelettes Class Activity – Explain the process Explain the steps associated with these different procedure If possible demonstrate to audience.

Clear Tables What is the sign that a guest has finished their meal? Before clearing, ask if they have finished Clear the table together Removed any unused items How do you clear plates? Class Activity – General Discussion Answer the questions in this slide.

Steps to clearing a table The following protocols commonly apply when clearing a table: Try to start with the guest who has the most scraps left on their plate. This will act as the base plate for clearing Always clear from the right of the guest – the same side that you should have served from Pick up the first plate, complete with cutlery, with your right hand and transfer and secure it in your left hand Secure the end of the fork handle under your thumb Class Activity – General Discussion & Demonstration Discuss the points in this slide including their importance The trainer should demonstrate how to clear a table.

Steps to clearing a table Slide the knife, cutting end first, under the fork to secure it and stop it from sliding away Moving clockwise around the table, clear the next guest’s plate Secure the second plate into position over the wrist, and scrape any food scraps onto the base plate Class Activity – General Discussion & Demonstration Discuss the points in this slide including their importance The trainer should demonstrate how to clear a table.

Steps to clearing a table Secure the knife by sliding it under the securing fork Place the second fork parallel to the securing fork Continue this procedure until all the plates and cutlery are cleared for that particular course Class Activity – General Discussion & Demonstration Discuss the points in this slide including their importance The trainer should demonstrate how to clear a table.

Serving beverage items
Collect beverage selections When collecting drinks ensure: Correct drink Correct glassware Garnishes Glasses have right amount of liquid Drinks are not flat (if required to be carbonated) Correct straws Class Activity – General Discussion and demonstration Trainer should demonstrate what to look for when collecting beverages.

Serving beverage items
Serving beverages Carrying trays Handle glassware by the stem Don’t overload trays Use coasters Provide snacks where appropriate Monitor behaviour of guests (alcohol) Announce name of drink Class Activity – General Discussion and demonstration Trainer should demonstrate how to load and carry trays and to deliver drinks to the table.

Serving wine at table Serving table and sparking wine
Besides the service of pre-dinner drinks, common drinks often served to accompany a meal include sparkling and table wine. What is the difference between these? What are examples of table wine? How is white table wine served? How is red table wine served? How is sparkling wine served? Class Activity – General Discussion and demonstration Discuss questions in the slide.

Serving wine at table Check bottle condition Label
Top near the cork or seal Bottle top Nothing floating in solution Overall condition of the glass Class Activity – General Discussion and demonstration Label – legible and intact Top near the cork/seal – intact and entire Bottle top - clean and not leaking Nothing floating in solution – as best as can be identified Overall condition of the glass – not cracked, not leaking.

Serving wine at table Present the wine to the person who ordered the bottle Announce the brand name, style and vintage Wait for the customer to confirm it is the right product Class Activity – General Discussion and demonstration Why is it important to check the selection with the customer?

Serving wine at table Select appropriate glassware and equipment
Wines and glasses Drink trays Waiter’s friend Ice bucket Service cloth Carafes Decanting equipment Wine baskets Class Activity – General Discussion and demonstration Show each item and discuss it’s importance and use.

Serving wine at table Open and serve wine correctly, safely and without spillage Discuss procedures for opening and pouring: White table wine Red table wine Sparkling wine Class Activity – General Discussion and demonstration Discuss and demonstrate the steps for opening these different types of wine.

Serve after meal drinks
Speciality Coffees Various spirits and liqueurs can be combined with hot coffee and fresh double cream They make a dessert in its own right, to accompany a dessert or to conclude a meal Class Activity – General Discussion What types of specialist coffees do you know? What liqueur is in them?

Techniques to make specialist coffee Ready the glass or mug Prepare good-quality, strong, black coffee Put 30 ml of the required spirit or liqueur into the glass or mug Add sugar if required Pour in coffee Stir to disperse liquor and dissolve sugar Float fresh cream on top Serve immediately Class Activity – Explain the process Explain the steps associated with these different procedure If possible demonstrate to audience.

Spirits and liqueurs In some cases customers may wish to have a spirit or liqueur at the end of a meal or to accompany a dessert. These normally consist of: Cognac Armagnac Calvados Liqueurs Port Class Activity – Questions & Review beverage list What is the difference between these types of beverages? How are they served to the customer?

Coordinate food and beverage service
Timing of beverage service Serving drinks ‘immediately’ achieves the following quality factors: Maintenance of the service of beverages as they are intended to be Delivery of high levels of customer service Class Activity – Discussion Maintenance of the service of beverages as they are intended to be – customers get cold drinks that are cold and hot drinks that are hot Delivery of high levels of customer service – where the drinks are part of a takeaway service, a prime requirement for these takeaway customers is speed of service as well as taste, value-for-money, etc.

Synchronised food and beverage service situations In bar situations where snacks are provided with drinks Initial service of drinks should come quickly Refills of drinks to coincide with next food courses Coffees and cakes are often served together Class Activity – Discussion Discuss these points.

Synchronised food and beverage service situations Where beverages compliment the meal, such as: Wines to accompany courses Dessert wines or coffee that is served with dessert Ports and cheese Champagne and birthday cakes or other celebrations Class Activity – Discussion Discuss these points.

Clear beverage items Similar to the service of beverages, the timely clearance of both used and unused glasses is important. When should used glasses be cleared? When should unused glasses be cleared? What else should be cleared? Class Activity – Discussion Discuss the questions in this slide.

Communicate with guests
Check Customer Satisfaction Conduct ‘The 3 minute check’ Ensure meals are alright Replenish condiments Providing additional items Clear unused items Class Activity – General Discussion Why is it important that this check takes place? Besides asking if customers if they are happy, what else should waiters be looking for?

Offer additional food Additional items Give ideas of next course More cutlery or crockery More condiments Class Activity – General Discussion What are some specific items you can recommend under each point? How would you do this?

Offer additional beverage Additional items should be offered at appropriate times such as: The three-minute check When glasses are nearly empty When bottles are nearly empty Class Activity – General Discussion How else can you identify when a customer may want something?

Take remedial action Take remedial action in the event of guest dissatisfaction Whilst most customers will be happy, naturally some customers will have a problem with their food or beverage item. What do you do? What options are available to you? Class Activity – General Discussion Discuss the questions in the slide.

Take remedial action Offer alternatives Replace meal quickly
Allowing them to take some items from the buffet whilst they are waiting Providing a plate of snacks including rice, salad, bread or fries Suggesting fast cook items to that a dish will be ready when others are also eating Class Activity – General Discussion What would make you happy as a customer? What happens to charges?

PROVIDE SILVER SERVICE

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PROVIDE SILVER SERVICE

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Presentation on theme: "PROVIDE SILVER SERVICE"— Presentation transcript:

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