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Serving Guests The Main Event Chapter 6 Highlights

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Professional Service anticipates the guests' needs and remains in control of the ... Know the law of doggie bags for wine. Say thank you for coming! Summary ... – PowerPoint PPT presentation

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Title: Serving Guests The Main Event Chapter 6 Highlights


1
Serving Guests The Main EventChapter 6
Highlights
  • Professional Service anticipates the guests
    needs and remains in control of the dining
    experience

2
The Three Rs of Glassware
  • Refill
  • Replace
  • Sell that second beverage before the entrée is
    served.
  • Remove
  • Always clear whatever is possible to give the
    guest maximum space at the table.

3
Reading the Table
  • Make that first approach count.
  • Get a sense of the guest when you first visit the
    table.
  • While there is a systemized way to offer service
    you must be flexible to each guests needs.
  • Be sure to watch for nonverbal clues too.

4
Standards of Service
  • To insure proper service each restaurant should
    have established standards that the staff
    strives for. The manager should check to see
    that these standards are being met on a regular
    basis.
  • Greet the table within 30 seconds to 1 minute
    after being seated.
  • Serve women (older to younger) then kids and
    finally men
  • For food serve left, clear right (RKR standard)
  • This is different than the book!

5
The Three Ts of Service
  • Technique
  • Do what you can to enhance the guests experience
  • Timing
  • MEP and cold food cold and hot food hot
  • Teamwork
  • Everyone suffers when one person neglects their
    work

6
The Sequence of Service
  • Different meal periods require different
    sequences.
  • Coffee offered right away at breakfast but not
    necessarily at lunch.
  • Menus offered after cocktails in fine dining at
    dinner

7
Greeting and Seating
  • Consider
  • Warm greeting
  • Take coats, umbrellas, etc for safety
  • Servers should help pull chairs
  • Extra place settings should be removed

8
Bread
  • When to serve bread should be consistent in the
    sequence of service.
  • Before or after order is taken depends on
    clientele and role of bread in the overall menu.

9
Beverage
  • Suggestive sell where possible
  • Use the greet exit
  • Identify the drink for the guest as it is served
  • Use cocktail napkins for tables without linen

10
Menu Presentation and Order Taking
  • Present Menu when first seated (RKR standard)
  • Order is taken from the right
  • Be sure to sell specials at the first visit to
    the table
  • Use seat numbers on order pad and use house
    approved abbreviations for menu items
  • Know the menu!

11
Wine Order
  • Generally taken after food order for matching
    purposes
  • Trained wait staff can make recommendations!

12
Courses
  • Appetizer and/or Soup
  • Flatware mise en place and flatware carried on
    silverware transport plate (plate with folded
    napkin)
  • Main Course
  • Hold plate by rim, position protein at 6 oclock,
    warn guest of hot plate
  • 2 minutes or 2 bites (RKR standard)

13
Courses
  • Salad
  • Use of show plate for appetizer and soup or salad
    when they are before entrée
  • May be served after main course
  • Dont forget to offer pepper
  • Fruit and Cheese
  • French prefer fruit then cheese, small portions

14
Courses
  • Crumbing the table with crumber or napkin
  • Dessert
  • Cart, tray, or separate menu
  • Dessert sampler is a nice idea for a group and a
    great way to show off
  • After Dinner Drinks
  • Clear the table of anything extraneous.

15
Courses
  • Pipes, Cigars and Cigarettes
  • Laws are different in each state
  • The Check
  • Leave a sweet taste in the mouth of a guest with
    a mint
  • Know the law of doggie bags for wine
  • Say thank you for coming!

16
Summary
  • Establishing and enforcing standards for service
    make for a more pleasant guest experience
  • Communicating these standards is on-going
  • Flexibility is key to guest happiness
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