Chapter 45

Chapter 45Chapter 45

Table Service Table Service

© Goodheart-Willcox Co., Inc.

ObjectivesObjectives

• Recall the roles of the front-of-the-house staff


Table ServiceTable Service

• Every restaurant consists of the back-of-the-house and the front-of-the-house staff

• In great restaurants, these two staffs work together seamlessly to provide service to the customer


Front-of-the-House PositionsFront-of-the-House Positions

• The back-of-the-house must understand the role of each front-of-the-house worker so the restaurant functions efficiently

• Not all restaurants divide their front-of-the-house staff into the same positions


Front-of-the-House PositionsFront-of-the-House Positions



• Summarize the skills that contribute to quality front-of-the-house service


Keys to Quality ServiceKeys to Quality Service

• The job of the front-of-the-house staff is mainly about interacting with the customer

• Strong interpersonal skills and welcoming demeanors are the keys to providing customers with a favorable dining experience


HospitableHospitable

• Successful staff are able to convey a sense of welcome and hospitality by– greeting diners with generous smiles and a

friendly reception– maintaining eye contact– being personable and sincere– addressing the customer by name


PoisedPoised

• Experienced servers know how to stay calm and confident even if the restaurant is busy or if problems arise

• The customer should never feel as if the servers are too busy or distracted


KnowledgeableKnowledgeable

• The front-of-the-house staff should know as much as possible about the food that is being served

• If the server does not know the answer to a guest’s question, he or she should– never try to bluff– always ask the appropriate chef or manager


Sense of TimingSense of Timing

• It is up to the server to ensure that the kitchen is serving the food when the customer is ready for it


Sense of TimingSense of Timing

• Servers must– stay focused on what is happening at all

times– anticipate customer needs– know how to prioritize tasks


Communication SkillsCommunication Skills

• No matter what position you work in foodservice, you must be able to communicate effectively– Front-of-the house communicates with

customers and the kitchen– Back-of-the-house communicates with

coworkers and vendors



• When listening, successful servers– give the customer full attention– use nonverbal cues to let the customer know

they are listening– restate what the customer has said to be

certain they understand the message– ask questions if they are unclear about the

message– allow the customer to finish what he or she

has to say before responding



• When speaking, thoughts should be organized and presented in a clear, logical manner

• Posture and tone of voice also impact the message being communicated


Ability to “Read” the CustomerAbility to “Read” the Customer

• The ability to “read” the customer is acquired with experience

• Professional servers can determine a customer’s expectations by carefully interpreting verbal and nonverbal cues

• After a formal initial interaction, a seasoned server adapts their style of service for individual customers



• Compare and contrast the three main service styles


Types of ServiceTypes of Service

• Through the centuries, a number of different types of table service have been developed

• Three styles of service are– American– Russian– French


American ServiceAmerican Service

• American service is the norm in most restaurants throughout the United States

• It can be an informal or formal service style depending on the restaurant

• Family-style service is a variation of American service that is common in restaurants and banquet halls


Russian ServiceRussian Service

• In general, Russian service is practiced in upscale restaurants and hotels

• The server must learn to hold a large fork and spoon in their dominant hand to pick up and serve food



• Liquids can also be served Russian style, using large spoons or ladles



• The most common use of this type of service today is bread service


French ServiceFrench Service

• French service, often called tableside service, is a cross between the kitchen and dining room

• This formal type of service is only practiced in some of the finest restaurants


French ServiceFrench Service

• Items commonly prepared tableside include– sautéed meat followed

by the appropriate pan sauce

– Caesar salad– flambéed dessert

items



• Recognize the steps necessary to preset a dining area


Presetting the Dining AreaPresetting the Dining Area

• Readying the dining area for service involves– polishing flatware and glassware



• Readying the dining area for service (continued)– placing a tablecloth on the tables– inspecting salt and pepper shakers or

grinders to be sure they are clean and adequately filled

– setting the tables



• How place settings are to be arranged is determined by the restaurant and the type of service used



• Three common place settings include– basic American– à la carte– banquet


Basic American Place SettingBasic American Place Setting

• This is the most common type of setting used in all but the finest restaurants today


Basic American Place SettingBasic American Place Setting

dinner plate

bread and butter (B and B) plate and

butter knife to the upper left of the dinner

plate

water glass to the upper right of the

plate

cup and saucer included at some family restaurants

spoon and knife to the right of the

plateone or two

forks to the left of the plate


À la Carte Place SettingÀ la Carte Place Setting

• Just prior to serving each course, the appropriate flatware and glassware are placed in front of each guest

• After each course, the used flatware and plates are removed

• Glassware is removed whenever there is a change of beverage

• This type of setting requires maximum coordination among the front-of-the-house staff



• This table setting is sparse

• Often the dinner plate is a charger, which is removed before the first course



dinner plate

water glassbread knife

B and B plate


Banquet Place SettingBanquet Place Setting

• All the glassware and flatware needed for the meal are placed at each place setting

• This style of service is possible because the menu is the same for every guest

• When plates are cleared after each course, the appropriate flatware and glassware are also removed


Banquet Place SettingBanquet Place Setting



• Explain how to provide guests with a quality dining experience from start to finish


Serving GuestsServing Guests

• Each step in service is an opportunity for guests to form either a positive or negative impression of the restaurant

• The best strategy for serving guests begins with welcoming patrons and continues until the check is presented and the guests leave


Welcoming PatronsWelcoming Patrons

• Patrons should be greeted the moment they enter the restaurant

• In many restaurants, guests’ coats are checked

• After verifying a reservation, the host or maître d’hôtel leads the guests to their table


Presenting the MenuPresenting the Menu

• Once the guests are seated at their table, the front server– places menus on the table and describes

specials– offers the guests a beverage– dismisses him or herself from the table to

allow the guests room for conversation



• The busperson fills water glasses



• The back server serves the beverages to the right of each guest

• While guests are looking at the menu, bread and butter may be served


Order TakingOrder Taking

• After a time, the front server asks whether the table is ready to order

• Tables and each position at the table are numbered

• When taking an order, the front server writes the appropriate order next to each position number

• The front server should repeat each order back to the customer



• The order is then submitted to the kitchen by one of two methods– A handwritten copy of the order– Entered into a point-of-sale (POS) system



• A POS system improves communication with the kitchen, produces accurate bills, and simplifies recordkeeping


ServingServing

• Plates of food can be transported to the dining room in one of three ways– Carried by the server– Loaded onto a tray

carried by the server– Loaded onto a rolling

cart pushed by the server


ServingServing

• Before food is placed on the table, waitstaff should ensure that each place setting has the appropriate flatware

• Women should be served first and then the men


ServingServing

• Food is served from the left of the customer

• The server should announce each dish as it is placed on the table


ServingServing

• The front and back servers monitor the progress of the table and signal the kitchen when to have the next course ready

• Before the next course can be served, dirty plates are cleared from the table by the busperson

• Ask the customer’s permission to clear dirty dishes

• Steps are repeated for each new course


ServingServing

• As needed, servers periodically crumb linen tablecloths using a crumber

• If a beverage spills, a cloth napkin may be used to cover the spill


Presenting the CheckPresenting the Check

• The check is placed on a check tray or in a folder and given to the host or placed in the center of the table

• The check is processed by the dining room manager and change or a credit card receipt is returned to the guest

• The guest may then leave a tip


Presenting the CheckPresenting the Check

• As guests leave, front-of-the-house staff should thank them and convey the hope they return soon

• The table is completely cleared and the tablecloth is replaced with a fresh one

• The table is preset again and is ready to receive new guests



• Summarize the origins, preparation, and service of coffee and tea


BeveragesBeverages

• The simplest and most common beverage served in restaurants is ice water

• Also common, coffee and tea are typically prepared by the front-of-the-house staff


CoffeeCoffee

• Coffee is generally served with dessert, although some patrons may drink it throughout the meal


CoffeeCoffee

• Preparing coffee begins with ground coffee beans

• The brewing method determines how the beans should be ground, ranging from fine to coarse grind


CoffeeCoffee

• Drip coffee, the most popular way to make coffee in America, is made as follows:– Ground beans are placed in a filter– Hot water is then run through the grounds

and into a special container

• Brewed coffee can be held on a burner or in insulated vacuum pots


CoffeeCoffee

• Specialty coffee drinks have become popular in America and include– espresso (ehs PREH soh)– cappucino (cah poo CHEEN oh)– café au lait (cah FAY oh LAY) or latte (lah TAY)– iced coffee– mocha (MOH kah)


CoffeeCoffee

• A cup of coffee should be served with– a container of sugar

and nonsugar sweeteners

– a pitcher of milk or half-and-half

– a teaspoon


TeaTea

• Tea is made from the leaf of the tea tree

• There are many types and different styles of tea


TeaTea

• Tea bags are most often served in foodservice because they are easy to use and infuse quickly– The bag is placed in a small pot filled with boiling

water– The pot is brought to the table along with sugar and

possibly milk– The customer removes the tea bag after it is done

steeping– In some restaurants, the tea bag is served alongside

a cup of boiling hot water


TeaTea

• Finer teas are sold as loose leaf– Brewed in a small teapot filled with boiling hot

water– Generally, the tea is infused for two to four

minutes– The beverage must be strained before

serving


ReviewReview

• Why should the back-of-the-house staff be familiar with the role of each front-of-house worker?

– The back-of-the-house must understand the role of each front-of-the-house worker so the restaurant functions efficiently


ReviewReview

• What skills and characteristics do successful front-of-the-house staff possess?

– Hospitable– Poised– Knowledgeable– Sense of timing– Communication skills– Ability to “Read” the customer


ReviewReview

• Name the three main types of dining room service

– American– Russian– French


ReviewReview

• What type of dining room service requires that the servers cook and prepare dishes in front of the customer?

– French


ReviewReview

• What type of dining room service refers to a style of service in which the server delivers plates of food directly from the kitchen to the guest?– American


ReviewReview

• For what type of dining room service does the front-of-the-house staff serve food from a platter onto preset plates in front of the guests?

– Russian


ReviewReview

• What does presetting the dining area consist of?

– Placing tablecloths, plates, flatware, napkins, and glassware on the tables


ReviewReview

• Why is it crucial that guests have excellent service from the moment they enter the restaurant to the moment they exit?

– If guests get a negative impression, they may not return to the restaurant or may tell other prospective customers about their negative experience


ReviewReview

• What are two beverages commonly served in restaurants?

– Coffee– Tea

Date post:	21-Jan-2016
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Chapter 45

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