Chapter 10 Serving Your Guests Copyright 2011 by
Chapter 10 Serving Your Guests © Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved.
Definition of Service and Hospitality § ________: measured by how well everyone in the operation is doing their jobs. § ______ is the feeling that guests take with them from their experience with the operation. § Good customer service results in decreased marketing costs (customers share ________ advertisement) § When the offerings of competitors are similar, the competitive advantage ………………………………. . § Working in a ________ industry means serving people directly. This is the single most important aspect of the job. 10. 1 Chapter 10 | Serving Your Guests 2
First Impressions __________ are often the strongest impression we have of a person, place, or event. § A positive first impression goes a long way in setting the ______ of a guest’s experience. § A strong first impression is one of the ………………………………. . § The ___________ of all restaurant and foodservice employees also affects a guest’s first impression. 10. 1 Chapter 10 | Serving Your Guests 3
Identifying Customers’ Needs It is up to all employees to ensure prompt, friendly, and professional service. They should start by identifying the customer’s needs. 1. 2. 3. 4. 5. 6. 10. 1 Chapter 10 | Serving Your Guests 4
Greeting and Taking Orders The _______ provides the first impression in appearance, friendliness, and attentiveness. § As each guest at the table selects their meal, the server notes guest orders on _____________ or small note pads. § Some guests may ask the server whether certain _________can be removed from dishes due to food allergies or other special needs. Servers need to note correctly any special requirements and ensure that the ______understands the request. 10. 2 Chapter 10 | Serving Your Guests 5
Suggestive Selling Suggestive selling involves recommending ………………………………. § Suggestive selling maximizes guest satisfaction and increases both the ____and the server’s ______ § Talking about _______ is a part of suggestive selling. § After guests place an order, let them know they’ve made a good decision by …………………. § Servers can also recommend menu items that ……………………. . § Suggestive selling should be part of an _______ 10. 2 Chapter 10 | Serving Your Guests 6
Alcohol Service Alcohol service is often an integral part of a dining experience. § The amount of alcohol absorbed into a person’s bloodstream is called …………………. . § It is against the law to drive with a BAC of ______ or higher in all 50 states. § You must be 21 years old to ……………………………… § If you sell or serve alcohol, you are responsible for ensuring that customers are of legal age by checking their IDs (…………………………. ) 10. 2 Chapter 10 | Serving Your Guests 7
Getting Feedback on Customer Satisfaction To determine how well the restaurant or foodservice operation meets guests’ expectations, it is useful to measure their __________. § ________ are quick surveys that customers complete noting their satisfaction with the food and service. § ________ are similar to comment cards but sometimes include more open-ended questions. § ____________ consist of customers that meet as a group to talk with managers about possible improvements in service or other areas. § __________ are hired by an operation to visit and report on their experiences and impressions of an operation. 10. 2 Chapter 10 | Serving Your Guests 8
Resolving Customer Complaints An unhappy customer is bad for business, so every operation needs an organized system for ………………………………… § Management must train every staff member on how to handle …………………. . § It is important to recognize when a guest is upset so that the problem can ……………………. § Never ________ or avoid a dissatisfied guest. § _______________ such concerns with customers can turn a dissatisfied customer into a repeat guest. 10. 2 Chapter 10 | Serving Your Guests 9
Contemporary and Traditional Service § _______ is an easy and fast way to dine and typically involves no servers. § Traditional service style reflects four main influences: American, French, English, and Russian. § American service: • Food is arranged …………………. • brought directly to the guests’ table ………………. • uses the fewest ……………. 10. 3 Chapter 10 | Serving Your Guests 10
French service § French service: • servers present the food to guests from ………………………. . • food is kept warm in a warming unit on …………………………… • considered the most ………………….
English Service § English service: • Also known as ………………. • the simplest and least ________ • bowls and platters of food are placed on the table, and a seated host ……………………………. 10. 3 Chapter 10 | Serving Your Guests 12
Russian Service § Russian service: • the most ______ service style • All food preparation is done …………………. . • The bowls and platters of food are …………………………. • Servers hold the _______ and _____ as they serve the food to each guest. • _______customers during service is a problem • See page 654
Table Settings § _______ the middle of the setting § ________ to the right of plate with sharp edges facing plate § ______ to right of knife § ________ to left of plate § ________ to left of dinner fork § ___________ above knife § ________ to the left of fork § See page 653 (draw it out)
Traditional Service Set-ups § ____: Used for all entrées and main courses. § ________: used to butter bread or cut breakfast foods, fruit, and other softer foods. § _____: Used only to filet and cut fish. § ______: Used to cut beef. 10. 3 Chapter 10 | Serving Your Guests 15
Traditional Service Set-ups (cont. ) Forks • __________: main courses, vegetables and pasta • _____: salad, appetizers, desserts • _______: served with oysters and clams • ________: has 3 tines, cakes and other desserts 10. 3 Chapter 10 | Serving Your Guests 16
Spoons: • ________: oval spoon head • ___________: much smaller than a coffee spoon • __________: jagged edges for carving into grapefruit • __________: long handle to stir large glasses of tea
China or dinnerware 1. _______________ large decorative plate used underneath the plate on which food is served 2. Dinner plate: § _______ inches across; used for ________ 4. Salad plate: § _______ inches across; used for ………… 5. Monkey dish: shallow bowl, used for ………… 6. Tureen: a large covered bowl, used to _____ p. 660 7. Snail plate: 6 or 12 indentations for ……………. 8. __________: has special spout to prevent spilling when pouring gravy
Traditional Service Staff Responsibilities § Formal service: § maître d’hotel: resp. for the overall ……………… § headwaiter: responsible for service …………… § ………………. . : responsible for a server area (15 -25 guests), and is assisted by the front waiter or an apprentice (server in training) § Less formal service: § Floor manager is charge of the operation during ……. . . . § Servers: responsible for a specific section of ………………. . § Food runners: assists with bringing food ……………. . § Busers: assist with ………………………. 10. 3 Chapter 10 | Serving Your Guests 19
Service Tools and Stations § In full-service restaurants, servers usually carry many different service tools with them. § Service tools may include ………………………………. which is used to neatly gather and clear crumbs and debris from a table cloth. § The service station is the area in which an operation keeps additional items such as ……………………………… § Servers use different __________ when they serve food to guests. 10. 3 Chapter 10 | Serving Your Guests 20
Essential serving skills 1. From the guests left: § Serve from ______ § Serving ____ foods, including bread and salad § Removing anything served from the ____ 2. From the guests’ right: § Clearing ______ § Serving ________(soups and beverages)
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