Complete Guide to Hospitality Service

Serve ‘Em Right

Introduction Keys to success 1. love your work and making money 2. Must enjoy interaction with people 3. be trained and well prepared4. Teamwork is essential 5. Know your limitations!!!

What a restaurant is to People1. Good food and service is essential for a

dining experience2. two types of customers: 1. Business 2. leisure 3. Customer comes with level of expectations

Customer is KingHave a preconceived idea of what they are

going to experienceYour face is a mirror, what you project is

what is returnedCustomer Service is most important aspect

of a restaurantThere is no defined, concrete method to

achieve guest satisfaction

Serve ‘em RightDevelops restaurant prestigeIncrease tips for personal gainIncrease profits, by upsellingTeamwork makes it easy.. Your effort

doesn’t go unnoticed and rewarded Play nice.. Even if the customer is wrong..

Do You Fit The PictureLooks: First impression is the most

importantDisplay a calm, confident posture Clean clothes and professional dress

essentialStand erect and walk calmly and upwardEye contact and appropriate body gesturesBe Happy to see them

Do You Fit The PictureActions:Do not bring personal issues to workDo not display negative emotionsGive guest fullest attentionGreet and acknowledge guest with in 1

minute of seatingIntroduce yourself in a positive manner.Give all guests equal attention

CommunicationsLook at guest when speaking to themSmile when you speakSpeak slowly and loudlyAddress guest as Sir and Ma’amsAddress as Gentleman and LadiesListen to the guest.Repeat all orders back to the guest when

taking the order for confirmation

AlertnessSurvey your tables for personal needs from

a distanceCommunicate the needs to your assisantKnow when to “clear and replenish food

items”Use timing for firing and

pick-up/communicate to the kitchen Repeat your requests to others for

confirmation and clarification

Food knowledge pays offKnow how long items take to cook on

menuAsk on times of food to time your tablesAmount of Business in dining room will

have an affect on food productionCommunicate to your guest on when the

next course will be ready.Ask if they want more time.Complete all side work duites for the

table before bringing food to the table

Your Conduct with Your GuestIf your guest raises his hand, satisfaction

goes down. Make an effort to resolve any request of a guest whether it’s your guest or not. TAKE CARE OF IT..!!!!!

Treat all guests with dignity and courtesy. No excuses, just service.

If you are busy at another table, have your assistant address and greet table for you.

Ask customer if they have been taken care of.

The Origin of the Word “TIP” T oI nsure P romptnessS ervice

You are in business for yourself. Every effort should be for the above objective

Basic TIP RulesFast service doesn’t mean more tipsQuality service means in a timely mannerProvide all types of service to the guest

without the guest to ask.. Beverage, clearing, table set-up,

Be friendly and pleasantBe professionally dressedPay attentionNever accept another persons “TIP”

Side Service: “Work on the Side” For a dining room to run smoothly,

additional duties must be completed Broken into 3 parts of worka. Opening dutiesb. Service Dutiesc. Closing Duties

Opening DutiesEach front of the house person will have

assigned duties besides serving guestsSet-up and stocking for the dining roomCan be divided into dining room, beverage,

kitchen sets, and dishwashing itemsTeamwork essential for well-prepared and

smooth running operation

Service Duties Dish area: proper breakdown and stacking silverware polish and restock Glassware and beverage restockDinning Room:Table sets, napkins, all items to set for

serviceBeverage production and support serviceKitchen: Garnish for food, plates, silverware

Table Set-upSet line: 1 inch from edge of the table

where silverware is placedCover is the amount of space needed on a

table for the setting (24 inches diameter)Set: is the amount of silverware used in

conjunction with a napkin fold.Dessert set: Fork and Spoon

Rules to Expert Service. Repeat order back

to the customer when they order

Food should be presented consistently in front of the guest, like line-up presentation

Never Take a plate without ticket

Communicate to expeditor for “order- fire”

repeat table number and wait for confirmation from expeditor

Take pride in what you serve. Do not rush food out..

Always take the entire order out..

Repeat table number when leaving kitchen

Always clear in between courses

Beverage Service when needed

Know your menu items and ingredients

Service SequenceWelcome guestBeverage orderRing in order

sequence/kitchenAppetizer order- fire-

pickupFire 2nd courseClear 1st coursePickup 2nd course

Bread pass/beverageFire entreeClear 2nd course,

reset tablePick up entreeBeverage and check

okOrder dessertClear tablePick up dessert

Service SequenceBeverage service (coffee)Comment cardCheck presentation (petite- four)Thank guest