Service Service ServiceService Service Service

Quality customer service is very important to a restaurant business.◦Gives the reputation to a business.◦What is reputation?

Reputation is the overall quality or character of a person or business.

What could ruin the reputation of a restaurant?

Service PositionsService Positions

The HostThe Host

This is the employee who greets customers by smiling WARMLY and WELCOMING them.◦It is always good to recognize frequent guests.

Host ResponsibilitiesHost Responsibilities

How many will be dining?Would you like to be on a waiting list?Identify the wait time and call customer’s

name.Cross names off when seated

ServerServer

This is the service staff member who has the most contact with the customers.

Server has four tasks:◦A.) represent the foodservice operation◦B.) sell the menu◦C.) serve menu items skillfully◦D.) receive correct payment

Server other responsibilitiesServer other responsibilities

Service staff members often responsible for a group of tables.

This is call a SECTION or STATION.

BusserBusser

Helps maintain an inviting table and keeps service station stocked with supplies.

*The service station is where supplies are kept for service staff to reset.

The busser or server will clear the table between courses of a meal.

When should dishes be cleared?

CashierCashier

This is the employee who correctly reads the amount of the bill, process the payment, and makes change.

Service SkillsService Skills

A positive attitudeA neat and clean appearanceGood communication and teamwork skillsJob knowledge and the ability to manage

time wiselyResolve customer complaints by positive

means.

Positive AttitudePositive Attitude

Do not allow a difficult person to affect your attitude.

You must not be visibly upset.Take pride in your workBe cheerful.Resolve complaints happily.Never argue with a customer.Is the customer ever “wrong”?

Personal AttirePersonal Attire

Personal attire gives a good impression of both the food service establishment and themselves.

Be sure your uniform fits properlyKeep shoes cleaned and polishedKeep nails trimmed and neatTAKE A BATHKeep jewelry to a minimum

Personal HealthPersonal Health

Maintain good physical and mental health.Get enough sleepIf you have a fever, a cold, or vomiting…

STAY HOME. Illness can spread through food service

establishments quickly.

Personal HygienePersonal Hygiene

Keep hair pulled back and out of the way.Keep your hands clean. Wash

frequently…people are always watching.Keep fingernails clean and neat.Be sure teeth are clean and breath is

fresh.Use body deodorant DAILY.Do not wear heavy perfumes or colognes.

Opening ServiceOpening Service

Greet customerTake the beverage orderServe beveragesSell the menu

◦Talk about specials; highlight different parts of menu; recommend personal favorites; upsell

Opening ServiceOpening Service

Take the order◦Write the order, transmit the order, electronic

ordering.

Serve the order◦Hand service or tray service (what is the

difference).

Opening serviceOpening service

With serving the food there is course service—

That is bread service, appetizer service, soup service, salad service, entrée service, and dessert service.

Assignment for today

Imagine you are a host and service is running behind. You are unable to sit a customer with a reservation. She has been waiting 20 minutes and is angry. She is demanding that she be seated immediately, but you know it will be another 10 minutes. Write out 2 ways to handle this…one good way and a bad way.

PracticePractice

PRACTICE SERVINGDivide into teams at your table.Gather all the supplies you need for a

table setting.Assign duties for each person to role play

about the dining experience.Prepare for service.Role play out the dining experience.