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Lessons TODAYBasic Food & Beverage

Service knowledge

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Learning outcome:

Basic Food & Beverage Service• Understanding Service to guest• Communication• Type of Guest• Greeting and seating the guest• General Rules in Service• Food service procedure• Presenting Menu• Standard clearing of tables• Telephone etiquette

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SERVICE EXPERIENCE

The Good & The Bad

A good service is defined on the character of the server. And the characteristics of a good server are as follows;

1. Approachable

2. Hospitable

3. Knows the Menu

4. Caring

5. Patient

6. Flexible

7. Helpful

8. Polite

9. Well groomed

10. Enthusiastic

11. Willing to Learn

12. A Team Player

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PRINCIPLES OF HOSPITALITY

1. GREET EVERY GUEST WITH A SMILE AND THANK THEM AS THEY LEAVE

2. SPEAK TO GUEST IN A WARM, CORTEOUS MANNER AND WITH CONFIDENCE

3. ANTICIPATE GUEST NEEDS AND BE EMPOWERED IN RESPONDING TO IT

4. BE KNOWLEDGEABLE AND BE PRODUCTIVE

5. L.E.A.R.N. IN ORDER TO DEAL WITH UPSET GUESTS

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COMMUNICATION

BODY LANGUAGE -Is any that others can see or hear and interpret, including facial expressions, posture, hand gestures and noises.

ACTIONS -Is something that you do or say you are going to do.

STATEMENTS -Are the words you use, a combination of what you say and how you say it.

Know the Three V’s

1. Vocal - 36 % of the message

2. Verbal - 7 % of the message

3. Visual - 57 % of the message

In the process of communication usually people will be focused on your voice inflection and your body language that some will miss your actual verbal instructions.

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HOSPITABLE BODY LANGUAGE

 1. SMILE- A smile is a universal gesture of hospitality. A warm, genuine,

sincere smile can never be misunderstood.

2. EYE CONTACT- Maintaining appropriate eye contact with people tells them you are honest, sincere, and genuinely interested in what they are saying. Be careful not to stare! Negative forms include. Staring, rolling eyes, scowling.

3. EXPRESSIONS- Each person have their own unique mix of facial expressions. Raised eyebrows is one tell tale sign of excitement. Make sure your face is telling the right story! Negative expressions include lip curls, frowns, and scrunched noses.

4. POSTURE/STANCE- Good posture conveys confidence and interest. Stand straight not stiff. Stand in one place and be sure footed. Avoid shifting weight or swaying. Hands on hips or folded in front of you send negative messages.

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6. GESTURE- Hand movement is a great way to add animation to your conversation. Also when you’re out of voice range or on the phone, you can use hand movements to wave or make acknowledgements.

Be aware of distracting mannerism such as “hand washing” or “jig leaf”, “keep your hands out of your pockets and avoid pointing.

7. GROOMING STANDARDS- your personal hygiene and attire have a tremendous impact on the way you are perceived, as well as on your credibility.

8. TONE OF VOICE- This one isn’t really body language, but it’s so closely related, we had to include it. The point is, how you say something is just as important as what you say. Just as your body language affects how your message is interpreted, so does your tone of voice. Be enthusiastic, concerned, positive, and sympathetic - whatsoever the situation calls for.

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THE IMPORTANCE OF SERVICE

• Guest service is the most important part of the Hospitality Industry. They want to be served by people who are interested in them and give good service.

• The higher the standards of the outlet or Restaurant the more the guests will expect or demand from the style of service and the service staff.

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What is Service?

• In the food service industry service is defined by two words:

1. Competency and

2. Friendliness

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1. Competency :

 Competency, can be defined as serving food and drinks in the correct manner to the

guest. As competent service person has the ability, knowledge and skills to serve guests efficiently and pays attention to details.

Competent service is often unnoticed, but it results in a good feeling about the restaurant by the guest.

 

Examples:

-the service person knows who gets each order without asking the guests.

 

-the service person removes one course before serving the next.

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• Competent service happens in a restaurant when guests never have to ask for anything.

• Many times guests do not realize they have received competent service until they left the outlet.

• The service person does everything correctly without the guests realize it.

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2. Friendliness :

 In addition to being competent, service staff must also

be friendly. Friendliness is as important as competency. Service staff should be able to make the guests feel welcome in the restaurant.

 

However, service staff must not be:

1. overfriendly or too familiar with guests

2. be obtrusive (noticeable in an unpleasant way)

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What is excellent service?

To provide excellent service to their guests, serving staff should combine competency with friendliness in order to satisfy their guests and make them happy.

 

Friendly & Competency = Excellent Service

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CUSTOMER REMEMBER

“A good server can save a bad meal, but a good meal can’t save a bad server.”

“ Excellent Service is what differentiates restaurants in today’s saturated marketplace. We are not selling just food in the restaurants; we are selling a pleasant experience.”

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CHECKLIST FOR GOOD SERVICE

A good exercise would be to have servers ask these questions of them, to see where they stand in terms of good service:

1. Do I know the menu thoroughly? Do I know beverages?

2. Do I always wear a smile?

3. Do I use the proper food accompaniments?

4. Do I see that water glasses are constantly filled and iced?

5. Do I serve food and beverages properly?

6. Do I make guest feel welcome? Am I alert to their needs?

7. Do I keep guest tables in order through the whole meal?

8. Do I check back at least twice during the meal to see that everything is fine?

9. Do I walk and work with confidence?

10. Do I show pride in my job?

11. Do I have knowledge necessary to answer other questions guests may have about the restaurant and hotel?

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How can we give excellent service?

1. personal attention

2. showing interest (inquire how they feel)

3. Addressing the guest’s names

4. Remembering their favorite dishes, drinks, tables, etc.

5. Remember their birthday

6. By doing something special for special occasions (play special music, offer flowers or fruit, for birthdays, anniversaries, weddings, etc.)

7. Observe all situations, solve problems before they happen

8. Thank the guests for patronizing the outlet

9. Go beyond guests expectations

10. Anticipate the guests needs

11. Keep an eye contact  

It is the little extra attention the management and service staff gives to their guests that make the difference.

 

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Reasons to provide good service

1. Guests enjoy talking about their experiences at a restaurant. They like to talk to their friends about good service, and they love to tell their friends about poor service.

2. Ninety-six percent of unhappy guests never complained about impolite or unfriendly service.

3. Ninety percent or more of those dissatisfied with the service will not come back.

4. Each of those dissatisfied guests will tell their stories to at least nine other people.

5. Thirteen percent of those former guests will tell more than 20 other people. This is called word of mouth.

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6. Word of mouth has more effect on business at a food service outlet than any other factor.

7. This is because people like to ask other people where to find a good place for eating.

8. They trust recommendations from a friend rather than trusting advertising.

9. Recommendations are the best type of promotion for a business and negative reports are the worst.

10.As dissatisfied guests tell their friends about their negative experience it will affect the restaurant’s business considerably.

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THE IMPACT OF NEGATIVE WORD OF MOUTH PUBLICITY

For 100 Guests NEGATIVE WORD OF MOUTH PUBLICITY

10 Served Poorly but never Complained

90 Will Return 10 Never Return

Each Tell 20 Friends about Poor Service 10 x 20 = 200

10 People Report the Story to 30 of Their Friends

10 x 30 = 300

10 Negative Guests Create 500 Negative Word-of-Mouth Publicity

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Break

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1.The hurried guestExpectation: Fast service

 Action: order should be taken immediately; suggestion ofitems which can be prepared quickly; inform kitchen;don’t waste time talking 2. The Weight WatcherExpectation: dishes that are low in calories Action: suggestion of items which contain little fat orsugar; but only if guests asks.

Type of guest:

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3. The guest with dietary needs

Expectation: correct preparations

 

Action: advice ingredients and cooking methods; if

requested give kitchen special instructions

 

Examples: Diabetes-no sugar

High blood pressure-no fat, no salt or

low salt

Allergy-no dairy products or shellfish

Vegetarian-no meat dishes

Muslims-no pork

Hindus-no beef

 

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4. The senior guest

Expectation: service not too fast; extra table

 

assistance, food that is easy to digest

Action: slower service, conversation

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5. Children

Expectation: fast service, entertainment

Action: seat at higher chair or use cushion, remove

sharp utensils and long stemmed glassware,

provide extra napkins, offer simple, familiar finds

which are price competitive; keep entertained

while food is being prepared; serve before parents,

 

if delay in preparing, serve breadsticks or crackers;

bend down to children’s level when talking to them

and ask their names

 

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6. The foreign guest

Expectation: local dishes

Action: translation, explanation and suggestions of local dishes

 

 

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BASIC SERVICE

1. Greeting and Seating the Guest

2. Present the Menu

3. Order Taking Procedure

4. Serving

5. Standard of Clearing the tables and collecting plates

6. Re-set up a table

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GREETING AND SEATING THE GUEST

1. Approach the guest at once at the reception area

2. Never leave the guest unattended no matter how busy the restaurant is

3. Greet the guest by saying “Good morning Sir/Madam, May I help you?”

4. If you recognize the guest, address the guest by name, “Good morning, Mr. Xxx, Great to see you again” or something similar to please the guest

5. If the guest has a booking, show the guest to the table by saying, “Would you mind to come this way?” or “May I show you the way” etc. Remember that eye contact and gestures are very important

6. While you are showing the way, do not walk in your own path without considering the guest speed

7. Pull the chair for the guest’s convenience and seat him

8. Unfold the napkin and ask for the first drink

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PRESENT THE MENU

Greet the guest and offer the drink, it will depend on the meal period , be quick since most of the people have not much time.

For lunch and dinner, people like to settle down first

Open the menu and present it at the right hand side of the guest

Before presenting the menu, say “May I present the menu”

Never forget to present the menu to ladies first

Do suggest the special on the menu before leaving the guest alone.

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THE MENU

STANDARD MENU

Appetizers

Soups

Salads

Pasta

Main Course

Dessert

Coffee Menu

SET MENU

Salad

Soup

Main Course

Desert

Coffee

BUFFET MENU

LAURIAT MENU

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ORDER TAKING PROCEDURE

1. Approach the table to take the order with a pleasant smile and ask if the guest is ready to order

2. Take the order in a table plan. This is an advantage when the food is ready to serve. The servers can serve according to the table plan, this is particularly useful when the table is occupied by many people

3. Begin with the guest next to the host or hostess, if one can be determined and take the order first of the women at the table, then the men, then the host last

4. Make eye contact with each guest and smile when taking the order

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5. Repeat the order and make sure to write any special requests, like without sauce, without dressings, rare, etc.

6. Thank the guest for the order

7. All food and beverage should be written down clearly in the order slip separately with proper abbreviation and good hand writing to avoid misunderstandings

8. Remember that the copy for the cashier must be placed at the cashier counter

9. Pass the order to the kitchen or bar immediately. A delay in the ordering will delay the service.

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SERVING

1. All food items will be presented on dishes from which they will be eaten (with the exception of some sauces & dressing and the order of service)

2. Bread and butter are the first items on the table so that the guest is occupied while waiting

3. Before you serve the guest, make sure that the appropriate cutlery has been placed

4. Minimize waiting time (from pick up in the kitchen to the table) in order to keep the food as hot as possible

5. Tell the guest, “Please enjoy your meal”

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6. Beverage service is done always before the food service, and always from the right

7. Always pour the beer and the mixer and remove the empty bottle

8. Food service is done on the RIGHT

9. During the service, always refill the glass and offer a second or third drink if needed

10.Suggest the wine.

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STANDARD OF CLEARING THE TABLES AND COLLECTING THE PLATES

1. Before taking anything away from the table, make sure that all the people on that table are finished eating. Then ask permission by asking, “May I clean the table?” with appropriate use of hand signals

2. When you start cleaning, start with the lady and work clockwise. Take out the plates always from the right

3. Always clean the plates of the same size together- bigger plates before the smaller plates to ensure stability

4. When clearing away the dishes, remember to clean the cutlery as well

5. When clearing the main course, remember all the side plates and breads must be removed as well

6. After cleaning all the dishes from the table, remember to present the dessert menu to the guest and ask if he would like coffee or tea with the dessert

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BILLING PROCEDURE

1. At the end of the meal, prepare the check, double check the total. All the checks are to be presented to the guest requesting them, whether that guest is the host or not

2. When the guest ask for his check, it is to be given to him inside the check folder on the right hand side

3. While the guest is reading his bill, wait at some distance where the server can answer immediately any question he may raise

4. If the guest feels that you have made error on the check, review carefully with the guest all the items ordered and the prices. If there is still a problem, ask the manager or supervisor to assist at once. Never argue with the guest

5. Remember to say “thank you” and invite the guest to return after presenting the check

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RE-SET UP A TABLE

1. When the guest leaves, make sure that there is nothing left behind. Put the chairs back to its proper place

2. Use a tray to clean all things on the table, then use a clean cloth to clean the table top and ensure that the table and chairs are tidy

3. Make sure that all the appropriate equipment is in good order

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CLEARING THE TABLE BETWEEN COURSES

1. Used silverware is replaced with necessary silverware needed for the next course.

2. When removing dishes, care should be taken to remove cracker wrappers, stir sticks, soiled cocktail napkin, etc. De-crumbing can be done if necessary.

3. After the entrée course, everything should be cleared from the guest, leaving only the following items on the table:

Water glass Teaspoon (for coffee later) Coffee cup and saucer (or mug) Cocktail glass or wine glass if guest is not finished Guest napkin All other silverware, dishes, bread and butter service, and

condiments should be removed.

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REMOVAL OF ITEMS DURING THE GUEST’S MEAL

1. It is policy to wait until all guests are finished with a course before removing dishes. This is so our guests will not feel rushed nor conspicuous.

2. Guests should always be asked before dishes are removed. The best way is to say “May I remove these please?” or “Would you like me take this for you?” This is preferred to “Are you finished?”

 

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LOADING TRAYS

Care should be taken to proper load trays, for safety reasons. Some general rules follow:

1. Never load more than what you can be carried. Two trips are better than one accident.

2. Heavier items should be placed in the center of the tray, or area closest to the server’s body.

3. Tall glassware should not be placed at the outside edge of the tray where it might fall off.

4. Condiment bottles and pepper mills should be laid flat on the tray so they won’t inadvertently fall off while being carried.

5. When using plate covers for stacking, care should be taken to insure they are fitted properly on each plate.

6. The underside of the tray should be checked for cleanliness and free from grease or moisture.

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SERVICE DELAYS/PROBLEMS

If the server faces a delay in service to the guest – a busy kitchen, a dropped order, a mis-communicated order, etc.,- he/she should immediately inform the guest of the delay, and offer something to occupy them until the order is up.

For example,

“I just checked on your order, and it is not quite ready yet. Might I bring you (more bread) (another cocktail) in the meantime?”

No one should be blamed for the delay, since this does nothing to speed up the delivery of the item.

If the server feels the food/beverage item is not what it should be, the manager or supervisor should be informed.

Arguments should be avoided.

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SAFETY CHECKLIST

1. Look as you round corners or say “coming around” as you go around “blind” corners. Others will know you are coming.

2. Wear proper shoes to prevent slips and falls.

3. Never run, Avoid sudden stops and runs.

4. Slow down, you will get there safer.

5. Tell people you are behind them.

6. Always walk to your right side.

7. Never leave dishes, trays, glass racks or carts in walk - ways

8. Never overload trays.

9. Use proper lifting technique- lift with your legs, not your back.

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10. Hold trays with one hand, leaving the other for protection.

11. Clean all spills and drops immediately.

12. Know location of wet floor signs and mop stations (and use whenever needed)

13. Know locations of fire extinguishers and how to use them.

14. Beware of hot surfaces- toasters, coffee, urns etc.

15. Never put knives or metal objects into toasters.

16. Always use an ice scoop- never your hands or glass.

17. Always report an accident or incident to your Supervisor IMMEDIATELY

SAFETY FIRST !!!!!!

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GENERAL RULES

1. Appearance is important and so is the personality

2. Positive attitude is a must

3. Maintain a good communication channel with colleagues

4. Uniforms should be worn while at work and they should be clean

5. Shoes should always be clean and polished

6. Stand on two feet and always stand up straight, no leaning against wall or furniture’s

7. Everything should be carried on tray when in guest area

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8. No fingers in glasses even when cleaning away from the tables

9. Always make sure clean ash trays is on the table, change at once when there is one cigarette end

10. No sitting in guest area

11. No running anywhere especially in kitchen and in guest area

12. Put dishes down carefully and gently

13. Do not pick up the cups or glass when pouring beverage on the table

14. Assure that no water-spotted and chipped silver are used

15. Plates from a table should be cleared only after all of the guest on the table have finished their meal

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TEAMWORK:

• Teamwork will be the foundation of the company’s success. It ensures that service and efficiency are at their best.

• High energy from the employees is the driving force behind the teamwork. Every guest is your responsibility.

• However you must also provide excellent service to your fellow workers.

• Always be willing to help other employees as if they too were guests.

• You must count on your fellow employees and they must also be able to count on you.

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POSSITIVE ATTITUDE:

• Your positive attitude makes your guest feel welcome. A sincere, friendly smile is the best tool you posses to project a positive attitude.

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TELEPHONE ETIQUETTE

1. Give priority to incoming calls; try to answer with less than 3 rings.

2. Put a smile and warmth in your voice.

3. Use your natural voice.

4. Hold mouthpiece 4cm away from your mouth and don’t shout or whisper.

5. Don’t chew or eat while receiving a call. Avoid speaking to another person.

6. Always greet callers with Good Morning, Good afternoon, or Good Evening.

7. Then identify your organization, or your department and yourself.

8. Clarify. If you are giving your reasons for calling.

9. Personalize. Make every caller feel important and address them by name if possible.

10. Listen. Be patient and listen carefully to the caller. Give your fullest attention.

11. Repeat back message and information to double check.

12. Use magic Words: Thank you, Please, etc.. Show your willingness to help.

13. Have a pencil and paper handy, take note if necessary.

14. If and when transferring calls, make it prompt and never keep the caller in the dark.

15. To ensure that you are not missing anything from the caller and to show your courtesy let the caller ring off first

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1.Guest knows when they receive good service. Very often they cannot specify why, but they are sensitive to fine details.

2. A good server pays attention to all aspects of service, knowing that the whole picture is made of a myriad of small details, each important in its own way; each adding to perfect service.

Points to remember :

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Thank you !

Created by Macky Amores