MODULE 3 PROVIDE A TABLE SERVICE INTRODUCTION Staff

MODULE 3 PROVIDE A TABLE SERVICE

INTRODUCTION • Staff providing table service in the restaurant have important roles to fulfil. • They are responsible for greeting guests, escort them to seats, hand them menus, take food and drinks order and serve them. • They also answer questions regarding the menu and any general questions the customers might have. • They need to be team players and work in a team toensure smooth flow of the work.

ROLES PLAYED BY A WELL TRAINED STAFF MEMBER • Effective communication • A positive attitude to guests and anticipate guests’ needs • Knowledge of the F&B menu • Understand cultural differences • Understanding of their role in the organisation • A professional and hygienic appearance • Punctuality • A sense of urgency • A good memory to remember orders.

ROLES OF DIFFERENT STAFF • Maitre d’hotel – responsible for the smooth and correct serving of food. • Host and hostesses – take reservations and welcome guests, and act as cashiers. • Waiters – they are the bond between the kitchen and the dining area, they take orders, serve drinks and food to guests, explain the menu, recommend alternative dishes, sometimes prepare salads and drinks. • Bartenders – they must know the liquor law of the country, check identification of the guests, prepare and serve drinks. • Dining room attendants – clean tables, remove dirty dishes, replenish supplies, serve ice water and bread and butter. • Sommeliers/Wine stewards – procurement, storage and rotation of wine, developing the wine list, food and wine pairing for guests, serving wine.

SEQUENCE OF SERVICE FOR TABLE SERVICE 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Welcome the guest warmly Ask if they have any reservation Seat the guest Present the menu and take drinks order Serve bread and butter Serve beverage Suggest chef’s specials and explain the menu After 5 -10 minutes take the order Serve appetizers Clear appetizers when all guests are finished Serve the main course Make sure the guests have enough bread Clear the main course

continued 14. Remove the main course when all guests are finished 15. Clean the table (crumb down) 16. Present the dessert menu or suggest dessert 17. Take the dessert order 18. Serve the dessert 19. Clear the dessert when all the guests are finished. 20. Suggest coffee, brandy or liquor. 21. Serve these 22. Present the bill when the host asks for it. 23. Surprise the guest (give them business cards, candies, chocolates, etc. ) for an excellent last impression.

BENEFITS OF GOOD COMMUNICATION • A more satisfying experience for the guest and the staff who serve them. • Time is saved if you provide guests with exactly what they want. • Fewer mistakes are likely to occur. • Accurate expectations • Increase guest satisfaction if the value is good. • Increased employee moral. • Growth in hospitality and tourism sector as word of mouth attracts more guests.

SERVICE METHODS • Plated or American service – the meal is being prepared in a kitchen, arranged on a plate and placed before the guest by a waiter. Food is served from the left, beverages from the right, and all items are removed from the right. • Silver or English service – is a popular way to serve large groups of people in some hotels. Meals are served to the guests not plated in the kitchen, food is displayed on a dish presented to the guest on the waiters’ left hand served to the guest with waiters’ right hand. • Russian service – display and presentation are a major part. Dishes such as roast beef can be carved in the kitchen and reassembled as if whole. Other dishes can be made on the gueridon trolley in full view of the guests. The food is displayed on a dish and presented to the guest on the waiters’ left hand.

Service methods continued. • French service – entire platters are brought to the table for show and then carved and portioned at table side. • Gueridon service – dishes come partially prepared from the kitchen, cooking is then completed in front of the guest on a gueridon trolley. • Family service – large serving platters and bowls are filled with food from the kitchen and set on the dining tables by servers. The guests will then help themselves from a lazy suzan or pass the food to each other. • Hand service- guests are seated and there is a server for every two guests. Servers wear white gloves. • Buffet service - is having a laid out on the tables in an attractive display.

ADJUSTING THE COVER • Once you have given the order to the kitchen, ensure that the table setting suits the dishes that guests have ordered • Make the adjustments before serving the food • Collect the entire necessary cutlery and other equipment • Place any condiments, accompaniments or equipment like salt and peppers mills before serving meals • Check if the guests wants anything extra on their table.

ORDER IN WHICH FOOD IS SERVED • Starter/ appetiser • Soup • Entrée/fish/hot hor-d’oeuvre • Main course • Dessert/ cheese platter • Coffee

FINAL CHECK BEFORE SERVING THE GUESTS • The food must be well presented in an attractive way as it increases the guest appreciation • Food must be served at the correct temperature • Food items must be exactly what the guest ordered • The order you must correspond with the table number on the docket • The chef must have met any special request • Make sure the rims of the plate are clean

TRADITIONAL METHOD OF SERVING • Serve women first and then men • The host must be served last, even if is a woman • Waiter should stand to the left of the guest and use their right hand to put the plate on the table on front of the guest • Try to avoid standing between guests who are having a conversation

COMMON REASON FOR GUESTS TO COMPLAIN • Poor service • Delays • Incorrect information • Negligence • Guests’ expectations are not met