Roles and Duties of Service

CAH II 3.01Rebecca Benners,

Instructor

Front of the House Staff1. Host – greets customers,

tracks reservations and waiting lists, seats guests, takes care of special needs for guests such as a booster seat or a Braille menu.

• 2.Server – represent the food service operation, sell the menu through up-selling and recommendations, serve customers, and receive payment for meal

Front of the House Staff• 3. Busser – keeps service station

stocked with supplies, removes dishes from tables, serves bread and water to customers, refills water.

• 4. Cashier – must correctly record the bill, receive proper payment, thank customers for their payment, and do suggestive selling of additional items that may be offered (mints, etc).

Service Skills1. Positive attitude –

resolve issues in a positive and friendly manner and willingness to please the customer.

2. Personal attire – have a proper fitting uniform (not too small or too large), be clean head to toe, and remove excess jewelry

3. Personal hygiene – keep hair out of your face, keep hands and fingernails clean, use deodorant and brush you teeth, and don’t put on heavy scents.

Service Skills• 5. Communication and

teamwork – Use appropriate verbal and non verbal communication to express what you need to say in a polite way. Help and allow your self to be helped by co-workers in order to have a success experience.

• 4. Personal health – exercise, eat right, and take time to do things for your mental and emotional health.

Service Skills6. Job knowledge – have a full

understanding of • (1) interactions with customers, • (2) dining room equipment, • (3) menu selections, • (4) how to take an order, • (5) beverage service, • (6) serving and clearing

techniques, • (7) how to write and compute

guest checks, • (8) how to present a check and

collect payment, • (9), how to manage time wisely

• 7. Time and motion – taking care of the most tasks at one time conserve time and motion (like delivering all your checks to your tables at once)

Types of dining• 1. Casual – family style,

neighborhood establishments, grills and buffets, vending machines

• 2. Fine – elegant décor with sophisticated meals

• 3. Quick service – food courts, and fast food

• 4. Theme – recreate another place or time with specific memorabilia or decorations