proper guidelines for service chapter 4 copyright 2008 delmar learning. all rights reserved

Copyright 2008 Delmar Learning.All Rights Reserved.

Proper Guidelines for Service

Chapter 4


Excellent Service

•Known fact

– Major reason restaurants fail is poor service


Excellent Service (continued)

•Restaurant reviewers, owners, guests state:

– Excellent service CAN compensate for average food

– Great food CANNOT compensate for bad service


Excellent Service (continued)

•Results from two factors:

–

–


Importance of Competency

•Manager MUST

–

– to service staff• Methods become


Importance of Competency (continued)

•One main purpose in restaurants

– Guests will leave the restaurant pleased with the dining experience


Importance of Competency (continued)

•Described for a restaurant

– when the guest DOES NOT have to ask the service person for any item during a meal


How to Obtain Competency

•Instill competency in service staff by

– to details

–

–


How to Obtain Competency (continued)

•Success of a restaurant depends on the manager

– If the manager overlooks the little details, service staff will also overlook the little details

– If the manager pays attention to details, service staff will consistently follow the lead


How to Obtain Competency (continued)

•Key to competent service:

–

•Restaurants with all details in place give excellent service

•Restaurants that look disorganized give merely adequate or poor service


Key to Competency

•Competency does not happen automatically

– See Figure 4-1

• and– Set

– thoroughly• May be

– Study a

– Pass a


Key to Competency (continued)

•Key to excellent service

– supervision

– of policies

•Manager MUST

–

– the competent way to serve the guest


The Sidetowel

•Two purposes

– Used as an

– any


Trays

•Two basic types

– trays—• Used to carry food and

– round, rectangular, or oval—tea trays• Used to carry


Trays (continued)

•Use of a tray

– Compared to arm service, much more• looking

•

•

•


Trays (continued)

•Why to use them– More competent service staff

– To improve service

– To make fewer trips and save time

•Greatest reason– All food can be delivered to the guests’ table at

the same time, making guests’ meal more enjoyable and the restaurant more efficient


Hand Service

• is carried from the kitchen to the dining room by a service person


Hand Service (continued)

•To serve all guests at the same time, restaurant MUST

– service people to work as teams

– Use as many service people to bring, serve, and remove all plates from the guest’s table at the same time


Hand Service (continued)

•Restaurant MUST invest time and money in training

•Cost of constant training will be reflected in expensive menu prices


Traystands and/or Sidestands

•Place needed for service staff to place trays

– • or

– devices• or


Traystands and/or Sidestands (continued)

•Traystands are excellent for use

– to be carried by the server

– Saves time and

– Open easily and are secure

– Most efficient way to deliver


Traystands and/or Sidestands (continued)

•After food is served from traystand

– Service person should remove traystand from the middle of the dining room


Proper Way to Lift a Tray

•First, service staff should know

– of the traystand• that

• that hold the


Proper Way to Lift a Tray (continued)

•Service staff should be taught

– their body up even with the traystand

– of the traystand should be at a right angle with the server’s body

– Bend down at the knee as if you are about to kneel

•See Figure 4-3


Proper Way to Lift a Tray (continued)

•Tray should be balanced before reaching the shoulder

•Slide tray on server’s shoulder

•Lift with leg muscles, NOT with back muscles

•See Figures 4-3, 4-4, and 4-5

•Review TIP$ on carrying large and small trays on page 98


How to Put Down a Tray

•Procedure is the reverse for lifting a tray


Loading a Tray

•First thing a server MUST do is to check the tray to make sure it is clean on the top and bottom surfaces

• items should be placed on the side of the tray closest to server’s body

• items and glasses are placed to the outside of the tray, away from the


Loading a Tray (continued)

•Items with spouts and handles

– Facing the center of the tray

•Serving hot and cold foods

– hot and cold items on the tray

•Plates should never be stacked on top of each other unless covers are used


Loading a Tray (continued)

•When removing dirty dishes, the establishment should have an organized system so that all plates are stacked neatly

•Place a sidetowel over the dirty dishes before picking up the tray to bring to dishwasher area

•See Figure 4-6 and Figure 4-7


Guidelines for American À la Carte and Banquet Service

•Originally thought of as rules, but rules are too rigid for dining room business

– If circumstances are beyond the server’s control, the server should use common sense when serving guests


Seven Guidelines for Service

•See Figure 4-8


Seven Guidelines for Service (continued)

•Guideline #1: Women are served before men, unless children are present

– See Figure 4-9



•Guideline #2: Food is served from the guest’s left side with the service person’s left hand

– If served with service person’s right hand, the arm is in the face of the guest

– See Figure 4-10 and Figure 4-11

– Booth service• See Figure 4-13



•Guideline #3: Beverages are served from the guest’s right side with the service person’s right hand

– Water glass on the right of the place setting• All beverages served from the right side



•When refilling water, wine, or coffee, the server MUST NEVER pick up the glass or cup

– Unless it creates a safety hazard

– See Figure 4-14

•Coffee service– Pour coffee with the right hand

– Hold a coffee shield in the left hand

– See Figure 4-15



•Guideline #4: All guests’ food must be brought to the table at the same time

– Creates two problems• Guests with proper manners will wait for

table to be served

• For guests served first, food gets cold while waiting



•Guideline #5: Do not remove any guest’s plate from the table until all guests have finished eating

– Implies to the guest who has not finished that he or she• Is taking too long to eat

• Must hurry and finish eating



•Exception to Guideline #5:

– If guests indicate they want dish removed• Even if others are still eating

•Another part to Guideline #5:

– New course must never be served until dishes from previous course are removed from the table



•Guideline #6: Never stack or scrape dirty plates on the guests’ table

– Most irritating and unappetizing habit

– Scrape and stack on tray that is on the traystand away from the guests

•See Figure 4-16



•Guideline #7: Dirty dishes are cleared from the guest’s right side with the service person’s right hand

– See Figure 4-17 and Figure 4-18

• the table

– See Figure 4-19


Other Helpful Hints for Serving

•Whichever hand you use to serve or pick up food, place that foot forward for balance

– For example:• Serving food with your left hand, place your

left foot forward


Other Helpful Hints for Serving (continued)

•If a guest places a dirty dish to the left side, service person should remove that dish from the guest’s left side with their left hand


Guidelines for French and Russian Style Service

•Guidelines are basically the same as for American service, with the exception of Guideline #2


Guidelines for French and Russian Style Service (continued)

•French Service

– Food is served from the guest’s right side with the service person’s right hand


Guidelines for French and Russian Style Service (continued)

•Russian Service

– Food is served from the guest’s left side with the platter in the service person’s left hand, while serving with the right hand (even though the service person puts an arm in front of the guest)

– This method has been taught since the beginning of Russian service

proper guidelines for service chapter 4 copyright 2008 delmar learning. all rights reserved

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