food and beverage international servic

Food and Beverage Service Method

Week 1Food and Beverage Service Method

By Amir Ade l

Tourism and Hospitality Management Program

School of Management, Torino University

Objectives


1. State the important of service to the customer

2. Describe two ways in which service is important toguests

3. Describe the role of servers in the foodserviceoperation

4. Distinguish between the various categories an types of service

5. Compare the advantages and disadvantages offormal and informal methods of service

6. Describe the obstacles to good service

7. Consider the suggestions form restaurateurs on howto improve service

Outline

1. Dining room service from thecustomers’ point of view

2. The importance of service

3. The Role of Servers

4. Type of Service

5. The Obstacles to good service


Introduction

• This week focus on theimportant of service to thecustomer’s dining experience

• Server’s responsibilities andtips for servers on how toincrease the level of serviceand enhance the guests’enjoyment


1


Dining room service from the customers’ point of view

Dining room service from customers’ POV

• What’s frequent complaint of FS customers?


When Dining Experience is lack of

• Friendly

• Competent service

• Ignore for period oftime

• Refuse to honor their requests


Even ………

• A meal that isexpertly preparedcan ruined if it isnot servedproperly.


What’s customers’ want?full Satisfaction

1. Friendly servers

2. Knowledgeable about the menu

3. Willing to providereasonable variations inthe menu

4. Bring things (food) tothe table before, ratherafter, they are needed



2

The importance of service

The importance of service

1. Value for the guest

2. Impact on dining experience of

the guest Positive VS Negative


Determining Value

• Generally, the greater the level of service provided to aguest, the more the guest is willing to pay for a meal.

• Guest appreciate the increaseattention and expect to paymore for it.

• Example for same menu, Hamburgerat two type of restaurants-fast food and moderate table service


Determining Value

• When deciding where to dine, customers are awareof the amenities each type of operation offers andapproximately what theywill be charged for thoseamenities, and they maketheir choices accordingly.

• For many people, the valuethat good service adds is akey point in making thisdecision.


Ensuring a positive dining experience

• Attentive

• Well-organized server

• Available when guestneeds

• Suggestive notaggressive

• Speeds of service staff


3


What Customers ExpectFrom Serverstreat people

like king / queen

What Customers Expect From Servers


The key points in maximizing customers’ enjoymentinclude the following:

1. Accommodation

• In planning a menu for their favorite combination

• Servers must be provided w/ a list of items onthe menu that can be switched to betteraccommodate guests

2. Attitude of servers’

• Good attitude is difficult to teach

• Good attitude and enjoyment in working are keycharacteristics



3. Attentiveness– Guests like to have their needs attended to while

dining out – they prefer to treat themselves byhaving someone else take care of them.

– Server should also return to the table shortlyafter delivering the meal to see that the guestsare satisfied and whether the guests needanything else to complement their meal.



4. Timeliness

– Guest like to be taken care of in a timely fashion.

– They expect to be greeted at the table, presentedwith the menu, have their order taken and theircourse delivered.

– If there is going to be delay with any part of the service sequence, the problem should becommunicated to the guest as soon as possible

– Timeliness does not mean the guest should beserved in RAPID SUCCESSION


5. Anticipation a eø eกa%e t̊ก'eæa '&eææ t

– To anticipate rather than react; to bealert to guests’ needs and potential problems rather than having to react a problem

– E.g. Guest with infant should assumeHIGH Chair and server bring it to thetable before the guest has to ask forit.

– E.g. For the Guest who order FrenchFried, server should bring Ketchup tothe table before the food is delivered.



6. Suggestive selling– Some guests arrive at a restaurant with

– Their minds already made up as what theyare going to order

– Some make a decision after reviewing themenu

– Some can't decide and need some assistant

– Suggesting menu by listen what they like ordislike

– Suggesting selling also encourage guests to order accompaniments they otherwise may skip, such as wine or perhaps an after-dinercordial or liqueur.



4

The Role of Servers

The Role of Servers

• The tasks of server includeguest-contact to ensure apleasurable a diningexperience

• And to provide efficientdelivery of menu items,indicates the time it took forthe cooks to prepare foodversus the time it took forthe server to pick up


The Role of Servers

1. Teamwork– “Sorry this is not my station. I’ll

find your server and tell him thatyou need something”

– Flying food Show – the first server who arrives in the kitchenis responsible for taking it to the table

– Management should unify all employees in the common goal oftaking care of the guest.


The Role of Servers

2. Finishing food preparation

The sole of server in

some operation includes

plating possibly dressing

salad, pouring soft drink,

plating and garnishing

dessert, dishing up soup,

and garnishing entrée

items


The Role of Servers

3. Menu knowledge– The basics such as how a dish

is prepared (Baked, Broil, sautéed, fresh. Frozen)

– Daily tasting of the menuitems, specials of the day, thewine from the wine lists canallow server to betterdescribe and suggest menuitems as well as to detect a problem with an items beforeit is served to a guest


The Role of Servers

4. Merchandising– A serves as “Silent salesperson”

for an operation, providing the guest with its daily offerings

– The server has an opportunity fora much more effective andpersonal level of selling.

– Merchandising skills are easily taught.

– Many operations offer incentives, such as meal or cash, to encourage servers to suggest high-profit appetizer and dessert items



5

Type of Service

Type of Services


1. Self-service

1. Buffet service

2. Seated Service or Table Service

1. American Service

2. French Service

3. Russian Service

4. Cafeteria Service

Scope of Service

• Table setting (preparing)

• When seating guest, the servershould

• When taking the order, the servershould

• When delivering the food, the server should

• Toward the end of the maincourse, the server should


1. Preparing for Service

2. Servicing the guest

3. Closing the service


1. Self-Service


1.1 Buffet Service

• With buffet service, guests select theirmeals from an attractive arrangementof food on long servingtables.

• The guests either helpthemselves or areserved by chefsstanding behind thebuffet tables.


Buffet Service

• The service usually combines

both methods – the guests

select relishes, salads, and

vegetables themselves, and the

meat is carved and served to

the guests by chefs.

• Silverware and napkins may be

conveniently located on the

buffet table for the guests to

pick up with their meals, or a

complete cover.


Buffet Service

• The job of the server varies, depending on thedesign of the buffet. The servers may serve onlybeverages and dessert, or they may serve several courses, such as the appetizer and soup, at theguests’ tables.


Advantages and Disadvantages


• One advantage to buffet service is that foodcan be displayed in a very attractive manner.

• However, this can quickly become a

disadvantage if care is not taken to keep thefood selection fresh and complete.

• Another advantage is that servers can attendto many guests at one time, but guests receiveless personal attention than with tableservice.

2. Seated or Table Service

1. America Service

2. French Service

3. Russian Service

4. Cafteria Service

5. Banquet Service


Table Service

• There are many styles of table service:


Russian,

Cafeteria

America,

French

• No one style of service is better than anyother. Each form of service meets thespecific need and demands of individualcircumstances.

• Any combination may be used id consistentwith the restaurant’s concept

What is Table Service?

• In the past forty years restaurant service haschanged as dramatically, especially in America.

• American fine diningrestaurants tired toemulate European manners. French service wasconsidered the mostelegant, followed by Russianand English.


What is Table Service?

• American service evolved from there European formsof service, utilizing aspects of all three styles in varycombinations.

• The style of service, a much as the Menu, Décor, Uniforms, Table settings, and Ambience, should beconsistent with the type of cuisine that restaurantoffers.


Service Styles

• The most common styles for seated dining are French, Russian, Butler, English and Family Service,Room Service. Other Service included Buffet, Cafeteria, Take-out, and Counter Service.


FRENCH SERVICE


FRENCH SERVICE

• Or Service à la française, is the most elaborate and laborintensive of all serving styles.

• Traditionally in French service, a meal was divided into 3separate services or courses – 1st, 2nd, and dessert

• Much of the food was cooked or finished tableside from a voiture, or cart, or guéridon, or side table, in the dining room.


French Service

• The food is cooked orcompleted at a side table infront of the guests.

• The food is brought fromthe kitchen to the diningroom on heavy silverplatters and placed on acart called a guéridon.

• The food is completed bycooking, deboning, slicing,and garnishing as necessaryand served to the guests onheated plates.


French Service

• Most graceful and formal style of serviceoriginated in Europe

• Use of silver servingpieces

• The final cooking andgarnishing taking placeon a side table (guerdon)

• French service is the most elegant of seatedservices


French Service

• Foods that can be cooked, assembled, or in a reasonablyshot time are prepared in front of the guests.

• Typical specialties that maybe served in the Frenchstyle are La Salade Cesar(Caesar salad), Le Tournedosau Poivre (pepper steak), andLes Crepes Suzettes (crepesin orange sauce).


French Service

• Need for highly trainedservice staff

• Great expense of theequipment needed

• Waiters more likely tobe MALE than FEMALE


THE GUÉIDON Service

• Generally required two servers to deliver and prepare the food.


French Service

• Commis de rang (£e ø ' a¤e a e̊)

•


a$ ø eæ e e e e ˚æ¤ ˚ea !̊æ

– Must serve anapprenticeship under a chef de rang

• Chef de rang (aa @ a¤e a e̊)

• æ&̊ææ t e e e e ˚æ¤ ˚ea !̊æ

– Or professional waiter

French Service

• They work as a team to take are ofthe guest’s needs.

• The chef de rang always remains inthe dining room, whereas the commis de rang is to go to the kitchen to pick up the food or to return soileditems

• The chef de rang adds the final touches to the items in the dining room and may finish with flaming the items with brandy to catch everyone’s attention.


Chef de rang


• Seat the guests if there is no host for diningroom

• Take the guests’ orders

• Serve the beverages

• Finish the preparation of food at the table inview of the guests

• Plate and garnish the food on a heated plate

• Present the check to the guests and collectthe payment

Commis de rang


• Receive the order from the chef de rang anddeliver it to the kitchen

• Pick up the food in the kitchen on a silver trayand place it on the side table

• Serve the plated food to the guests

• Assist the chef de rang as needed

Special Techniques done by Chef de Rang

• Tossing and Mixing

• Plate Presentationand Sauces

• Deboning and Carving

• Flambéing

• Fire Plan

• Serving Hot Items


French Service

** Advantages **

Very stylish and formal

Guest can enjoy food prepared at side table

** Disadvantages **

required a highly skilled staff

Expensive on labor and equipment needs

necessitates wide aisles, which means fewer tablesin the dining room

French Service

Guéridon / Carving Trolley

Rechaud

French Service Table Setting

Table Setting

RUSSIAN SERVICE


Russian Service


• Russian service is similar to French service inmany respects.

• It employs the use of heavy silverserviceware, and the table setting is identicalto the French setup.

• The two major differences one server isneeded and that food is fully prepared andattractively arranged on silver platters in thekitchen.

Russian Service

• Server places a heated plate from

the right side, going around the

table clockwise.

• Then the server brings the platters

of food to the dining room from the

kitchen and presents them to the

guests at the table.

• Standing to the left of each guest

and holding the platter of food in

the left hand, the server show each

guest the food and then, using a

large spoon and fork in the right

hand, dishes up the desired portion

on the guest’s plate


RUSSIAN or PLATTER SERVICE

• Russian service, currently considered platter service inAmerica, is used mostly forbanquets.

• It is less showy then French service, but it is quicker and no less elegant.

• In platter service, the food is fully cooked and arranged and garnishedon large platters of food to the dining room and present them onTable

• The server moves around the table counterclockwise, beginning with the first woman seated at the host’s right


RUSSIAN or PLATTER SERVICE


Advantages and Disadvantages of Russian Service

• The advantages of Russian service are that only one

server is need and this service is as elegant as French

service, yet faster and less expensive. No extra space

is needed for special equipment, such as the gueridon.

• The disadvantages of Russian service are the large

investment is silver serviceware and the number of

platters needed, Russian service is particularly useful

at banquets where every guest receives the same

food selection.


Russian Service


ENGLISH SERVICE


English Service

• Used occasionally for a special dinner servedin a private dining room of a restaurant, but it

is more typical of a meal served by servants ina private home.


English Service


• The food on platters and the heated platesare brought from the kitchen and placedbefore the host at the head of the table.

• Host or one of the servers carves the meat,if necessary, dishes up the entrée andvegetable on individual plates.

English Service


• She hands the plates to theserver standing to the left, who

server the guest of honor andall other guests. Dessert mayalso be served in this manner.

• All sauces and side dishes and, in some cases, the vegetables

are on the table to be passedby the guests.



• The advantage of English service is that itinvolves a great deal of showmanship for aspecial occasion.

• The disadvantages are that the host may berequired to do a lot of the work by dishing upsome of the food, and with only one personserving the entrée, the service can be verytime-consuming.

English Service


• Or Family service

• The food is prepared in the kitchen and takento the dining room in serving platters andbowls by the dining room staff

** Advantages **

portion they

Service is quicker and easier

each guest are allowed to choose thewants

English Service


ENGLISH service and Family Service

• In restaurant, usuallyreserved for private roomsor special group dinners.

• All food fully cooked in thekitchen.

• Family style is similar toEnglish style, except thatthe food are placed on thetable in large serving andguests help themselves.


AMERICAN SERVICE


American Service

• American service isless formal thenFrench, Russian, orEnglish service. It isthe most prevalentstyle of service inrestaurants in theUnited States.


American Service

• In American service, food is

dished up on plates in thekitchen.

• Only one waitperson servesthe meal. Food is servedfrom the left of the guest, beverages are served fromthe right, and soiled dishesare cleared from the right.


American Service

• The American breakfast and lunch

table setting differs from the

American dinner setting. Breakfast

and lunch are simple meals and

require only a limited amount of

service ware. Dinner involves more

courses and more service ware.


American Service

• It can be used to serve the guest who wants aquick, filling meal at a casual restaurant withsimple service. American service can also be used

to serve the guest who intends to be entertained for evening at a five-star establishment.


American Service

• The food is prepared and plated in kitchen

• The food brought to the dining room andserved by server.

minimum of

• ** Advantages ** Service is efficient, fast, requiresequipment.

Servers are able to serve many guests withminimal training


American Service

• ** Disadvantage **

not very formal or elegant


American Service


Basic Rules of American Service

1. All solid food is served from the guest’s

LEFT with the LEFT HAND

2. All beverages are served from the guest’s

RIGTH with the RIGHT HAND

3. Dishes are cleared from the guest’s RIGHT

American Service


American Service Table setting


When Seating guests, the server should:


• Seat guests as soon as they enter the dining room, or at least

acknowledge them, and then seat them as soon as possible.

• Greet the guests when he or she arrives at the table, welcome

them to the restaurant, introduce him- or herself, present them

with the menu, tell the guests about any specials for the day or

any dishes on the menu that are not available, and ask them if

they would like anything to drink or anything from the bar (if

available at the operation).

• Fill their water glasses and remove extra place setting.

• Leave the table to pick up the customer’s cocktails and to give

the guests an opportunity to look over the menu.

When taking the order, the server should:

• Deliver the cocktails (if any havebeen ordered) from each guest’sright.

• Take the guest’s order. Most operations have a standardizedsystem for numbering the customers at the table based on a geographical portion of the dining room, such as the front door or fireplace, so that any employee can deliver food to the proper guest.

• After the guests have ordered, offeraccompaniments, such as appetizers or wine, to increase the guests’ dining enjoyment and, it is hoped, the server’s gratuity.


When taking the order, the server should:


• Remember that the goal of the operation is to satisfy the guests. Try to accommodate guest’s needs and desires. Be

aware of the policies of the operation so that “special orders” can be offered or accepted.

• Serve the bread and butter. A general policy is to deliver the bread and butter after the order is taken to prevent guests from filling up on bread instead of ordering appetizers.

• Deliver the order to the kitchen. Double-check with the kitchenthat all items ordered are available. While the food is being prepared, anticipate the food items and tableware the guests will need for their meal and take them to the table before the food is served. Items such as catsup for French fries, mustardfor a hamburger, and a steak knife for steak are examples ofthings that guests are likely to need.

When delivering the food, the server should:


• Deliver the appetizer, soup, or salad. This course

serves two purposes—it stimulates the guest’s

appetites, and it occupies their time while the main

course is being prepared. Soups and salads are

sometimes made available for the server to plate up, thus freeing the kitchen staff. Depending on the

procedures of the operation, the kitchen may be

notified when the soup or salad is delivered. The

kitchen staff then knows how to time the preparation

of the main course so that it is ready when the guests

finish the first course.



• Clear the first-course dishes and tableware, from theright, to make room on the table for the main course.

• When in the kitchen to pick up the main course, collectall of the items needed to serve it—butter, sour creamfor a baked potato, serving utensils—prior to picking upthe food.

• The main course is plated by the kitchen, but the servermay need to garnish the plates before delivering them. The server makes the last check of the food prior tothe guests’ receiving it.

• It is important to see that the correct order is served(not another server’s), that the order is complete, and

that the quality of the food meets the standards of theoperation.



• The food is usually carried to the dining room on atray, so the server needs to pick up a tray stand toset the food on while serving the main courses to theguests.

• Serve the food to the guests using the numberingsystem noted when taking the order. Women areusually served first, then men. The main course isserved from the left with the left hand.

• Replenish water glasses and ask the guests whetherthey would like a refill of their other drinks.

• Return to the table within 3 to 5 minutes afterdelivering the food to ensure that everything issatisfactory and that the guests have everythingthey need to enjoy their meal.

The end of the main course


• Keep an eye on the guests while they are eating to see if they

need anything else. When they have finished eating, remove the

main course dishes from the right with the right hand.

• Remove items from the table that are not needed for dessert,

such as salt and pepper, extra silverware, etc.

• Use a folded napkin to remove crumbs and food scraps from the

table.

• Ask the guests if they would like a refill of their beverage,

coffee or tea, or an after-dinner drink.

• Suggest some desserts, offer the dessert menu, or present the

dessert cart or tray (if used). The visual presentation of

desserts is usually very effective.

BANQUET SERVICE


Banquet Service

• Banquet service involves serving a meal to a group ofpeople who are celebrating,gathering for a special occasion, or honoring special guests. The menu, number ofguests, and time of serviceare predetermined, and thebanquet is well organized inadvance.


Banquet Service

• The server generally sets the table withAmerican setting modified according to theparticular menu.


Banquet Service

• The food is put on plates in the kitchen and served tothe guests in the usual American serving style or inFrench, Russian, or buffet style, as predetermined.

• The head table is served first, then the rest of thetables. Water and coffee are replenished periodically.


Banquet Service

• If the guests will remain seated for entertainment or a speaker after dinner, be sure the tables are clearedand tidy at the completion of the meal. Because thebanquet is paid for in advance, the server does notneed to present a check or collect payment.




• The advantage of banquet service is that the menu and serving time are predetermined, which makes service a simple routine,accomplished by fewer servers than neededfor other types of serving.

• A disadvantage of banquet service is thatguests receive very little personal attention. They are usually seated in close quarters, which makes proper service difficult.

BUTLER SERVICE


BUTLER Service

• Butler service procedures are basically the same as for Russian service,except that the guests serve themselves with utensils provided fromthe platter which is held by the waiter with BOTH HANDS


ROOM SERVICE


ROOM service

Room Service


Formality and EleganceEfficiency

Russian Service

English Service


5


The Obstacles to good service


• The problem of poor service

in American restaurants is a

complex one. Customers want

and even demand better service;

restaurateurs understand the

importance of providing good

service to their guests. The

question then is, what are the

obstacles facing restaurants in

their pursuit of providing good

service to their guests?



• The position of server in Europe

is held mostly by men and is

highly respected. The position of

server in this country, for the

most part, is looked down on, and

is filled by people who are waiting

tables while waiting for something

else—college students, fledgling

actors, and so on. The lack of

dedication to a career of waiting

tables can have an effect on the

quality of service.



• To further complicate the matter,American employers are allowed topay restaurant servers a wagebelow the federal minimum. The employee who spends the mosttime with the guest and who hasthe most dramatic effect on theguest’s dining enjoyment isrewarded by a below-minimum wage. Such an employee does receivetips, but management cannotexpect to attract people who areserious about service if they areoffered such a low wage.



• Training is very important to a server’s ability to provide goodservice to guests. Today’s poorservice has been blamed on the method of training, or lack of it, that is given in most foodservice operations. Managers cannot expect servers to be competent andefficient at their jobs if their training is limited to the location oftheir station and how to fill out a ticket for food. Servers are frequently trained by shadowing ortrailing an experienced server orserver-trainer.



• The new server is given an

opportunity to pick up the good habits

and methods of the trainer; the

problem is that he or she also has an

opportunity to pick up the bad habits.

The success of shadowing is limited

to the learning the mechanics of

serving—how to fill out a ticket, how

to set a table properly, and how to do

the side work. The key components

of the server’s job are not usually

addressed, such as suggestive selling,

anticipation, and accommodating the

guests’ needs.


Obstacles to good service

• Is complex from the

customer want and demand

better service.

• Understand the

importance of providing

good service to the guests

• Pay the wage at reasonable

level on their jobs

• Training for a better

service
