Dining Room Operations and Beverage Management

From what side should you serve beverages, and from what hand?

Serve all beverages from the right side of the guest with your right hand.

How should a waiter initiate service?

(1) Greet all guests with a smile. (2) Ask and verify reservations, or ask "how many are in your party?" (3) Host then escorts guests to the table of their choosing. Some waiters will pull out the chair for the women in the party. (4) During the busy time, guests may have to wait to be seated. People with reservations receive preference, but be sure to keep track of other guests arrival and seat accordingly. (5) Make every guest comfortable: A) People with disabilities should be seated in areas that they can reach comfortably and safely. Be sure wheelchairs don't interfere with flow of traffic. Move objects out of the way for blind guests while giving them verbal direction. B) Children with high chairs should be seated out of flow of traffic. Handle and place the chair, but DON'T touch the child. C) Overweight customers will be more comfortable seated in a table instead of a booth. (6) Hand each guest a clean, opened menu. (7) Remove table settings that will not be used. (8) Check to make sure the remaining settings are complete. (9) Identify who their server will be. (10) If you're thew server, first introduce yourself. Say something like "Good evening, I am _____ , I will be your server tonight". (11) Let the guest know of any specials or menu changes, you may ask if they want a beverage or cocktail, which will allow enough time for them to read and review the menu. (12) After returning with beverages, you're now ready to take a verbal food order. (13) Collect the menu from each guest and confirm the order to be sure that it's correct. Place the order to the kitchen through the pos system. Be sure to carefully type the order, to avoid error and waste. Be sure to print itemized guest checks for the customer at the end of the meal.

VIP

A very important customer who deserves special treatment or special comps.

Dropping the Check

(1) Tax must be tabulated on the guest check and in Pinellas county sales tax is 7% on the dollar. (2) Present the check according to the house policy. There are three common methods: A) Place the check face down, to the guests left on the tabletop. If you are not to receive payment, tell the guest where to make their payment. You might say, "Thank you, please come again. You may pay the cashier as you leave." B) Place the check face up on the check tray. When the customer places payment on the tray, collect the tray and process the guest check. C) Place the check in a check cover and place on the table. When the customer places a card or payment in the cover, collect it and process the payment. (3) When payment is made by credit card, you may need to ask the guest for identification.Know the house policy on accepting credit and debit cards. A) Make sure the card has a signature on the back. B) Make sure the expiration date is current. C) Process the guest check for authorization from the bank. D) Obtain the customer's signature on the guest check. E) Compare the signature on the check to the card. F) Return the card and the customer's copy of the completed check to the customer. (4) Tipping, also referred to as gratuity, is giving a small fee for a service rendered. It's used in the food service industry as a reward for courteous, prompt service. Often between 15-20%. It may be left at the table in the form of cash or the might add it to the guest check prior to processing payment. (5) Say a pleasant "goodbye" or "please come again" to departing guests.

Cocktail or Oyster Fork

-A component to a classic five-piece place setting. -Originally, the three tine construction was designed for separating the oyster membrane from the shell. -They're often used for eating small appetizers, such as cheese cubes or olives, too.

Iced Tea Spoon

-A thin spoon with a very long handle. -For stirring sugar or other sweeteners into iced tea, which is traditionally served in a tall glass.

Dessert Fork

-Although these forks closely resemble the salad fork, this utensil is smaller and has a slightly thinner build. Typically used for eating items such as cake or pie. -The left most tine may be widened so as to provide an edge with which to cut (though it is never sharpened).

Tipping (or Gratuity)

-Giving a small fee for a service rendered, often between 15-20%. -It's used in the food service industry as a reward for courteous, prompt service. -It may be left at the table in the form of cash or added it to the guest check prior to processing payment.

Teaspoon

-Great for coffee, tea, desserts, cereal, soups and more. -Like the dinner knife and fork, this spoon is a standard member of a five-piece place setting.

Setting the Banquet Dining Room

-Rearrange tables and chairs to fill the special needs of a customer. The customer may have a specific arrangement in mind, or may tell you what is needed for the head table only. -Once a table arrangement has been selected, usually on the basis of the spacing of doors and windows, the position of the stage and other physical details such as the number of people in the party, then it's time to arrange the tables. -Place an appropriate number of chairs at each table. -If necessary, platforms can be installed at the head table to lift it higher. -Tables are set up according to several styles of service: 1) American style covers for breakfast, lunch and dinner. 2) Counter Service, Banquet Table and Sit-Down Buffet are basically the same. 3) Cafeteria and Buffet Table Covers are different in that only the center items are placed on the tables, and the other place settings are picked up at the serving line.

Dinner Knife

-Standard in a traditional five-piece flatware setting. -They're primarily used to cut food, but they can also be used to serve butter or spread jam in a pinch.

Well Brand Liquor

-The brand of liquor served when a customer requests a drink by its generic name (e.g. gin and tonic, scotch and soda). -The well is the shelf under the bar where they keep liquor at hand for mixing drinks, so it's usually the least expensive brand served, as opposed to more expensive call brands.

French Service

-The food is prepared tableside. Hot foods are cooked on a rechaud (hot plate) that is on a gueridon (small table). Cold foods, such as Caesar Salad, are assembled on just the gueridon. -Servers plate the finished foods onto individual plates and serve them to guests from the right. (This is the only style of service where food is served from the right). -Some foods, such as desserts, may already be prepared. They are displayed on a cart, the cart is rolled to tableside, and guests are served after making their selections. -This style would only be used for small VIP groups.

Placing an order to the kitchen

-The most common method of communicating the customer's orders to the kitchen is to attach the guest check to a check-line or enter it into a computer and send it to the kitchen, where it'll appear on a computer screen or print out for processing. -Know the procedure for the property thoroughly, as it will vary depending on size of staff, type of kitchen and type of service. -Very large kitchens have separate sections for different food preparation, and may have another system for placing orders.

Russian Service

-The server presents a decorated platter with a whole fish or roast of meat or poultry on the platter to the table, and the food is then carved at the sideboard. -An arranged plate is then presented to the guest. Female guests are served first. -In restaurants, the food is cooked and carved by the table on a rolling cart.

Salad Fork

-These forks are smaller than traditional dinner forks and are used for eating salads, sliced fruit and other small items prior to the main course. -Often, this fork in some restaurants (especially chains) may simply be a second fork; while some restaurants may omit it, offering only one fork in their service.

Butter Knife

-This common table knife features a dull edge and rounded point. -Perfect for spreading butter or jam onto softer foods, such as muffins or toast.

Dinner Fork

-This large all-purpose fork is another member of the traditional five-piece flatware setting. -It is used during the main course.

Busser

-This service assistant is primarily responsible for clearing dirty dishes, changing linen and resetting tables. -May also be responsible for bread, butter, and water service at some properties. -Servers typically give them a percentage of their earned tips.

Soup Spoon

-This spoon is used for eating soup. -Generally, these spoons have a wider, deeper, oval-shaped bowl designed to hold more liquid. -It is similar in shape to the teaspoon.

Gratuity or Tips

Money paid directly to servers, bartenders, and other front of the house staff for the services they have provided. The amount of tips should reflect the quality of service received.

Party

A group of 2 or more guests who plan on dining together at the same time.

In American Service, the order in which you serve each dish is as follows:

1) Appetizer 2) Soup 3) Salad 4) Entrée 5) Desserts and Coffee

How would you replenish food on the buffet?

1) Assemble the food, equipment, and supplies needed on a service tray and take them to the buffet. 2) Put the hot foods in proper containers first. Use pot holders to prevent burns. 3) Put cold foods in the proper containers. 4) Garnish the foods as needed. 5) Replace covers on containers, as needed. 6) Check all temperature controls. 7) Wipe up any spills or smudges, and crumb any food from the tablecloth. 8) The Flow of Service shouldn't be interrupted. All food items should be available throughout the serving period. Don't wait until a container is completely empty to replenish it.

How would you fill a display case with shelves with seafood, desserts, meats, salads, etc?

1) Clean the display case and shelves with a damp cloth prior to filling. 2) Assemble the prepared food items to be displayed. 3) Group the foods according to the type. 4) Place the foods in the display case to attract attention. 5) Arrange the food neatly and attractively in even rows.

How would you replenish salt and pepper shakers?

1) Clean the outside of each shaker with a clean damp cloth. 2) Refill the shaker using a funnel. Adding a few grains of uncooked rice to the salt in the shaker will help prevent moisture from clogging the salt. 3) Clean the shaker top inside and out. Use a toothpick to unclog holes in the shaker top, if necessary. Replace the top securely. 4) Wipe up any spills.

How would you replenish condiments in packets, such as sugar/equal?

1) Fill the appropriate container or dispenser with the packets. Be sure the packets are straightened neatly. 2) Use a clean cloth to remove any dirt, spots or stains from the container.

How would you replenish condiments in bulk containers, such as ketchup/mustard?

1) Remove the cap of the bulk container and clean it inside and out. 2) Place a funnel in the condiment container and use a ladle to fill it from the bulk container. 3) Replace the top securely and wipe clean with a damp cloth. 4) Wipe up any spilled condiments.

How would you load a vehicle to transport food to a catering site?

1) Set the temperature controls properly on the hot and cold food cabinets. 2) Assemble the food, equipment, and supplies that will be placed on the vehicle. 3) Place each item in it's designated location on the vehicle. 4) Put hot foods in the hot cabinets first. Be sure to use oven mitts. 5) Put cold food in the cold cabinets next.

Flatware or Silverware

1. All flatware must be clean and free of spots or polished prior to setting tables. A slightly damp cloth or clean napkin will do the job. Remember when polishing flatware to always hold the handle; don't touch the knife blade, fork tines, or the bowl of the spoon for sanitary reasons. 2. Lay flatware from the inside to the outside, inward toward the plate, in the order that it's to be used. 3. Place forks to the left of the cover, one inch from the edge of the table with the tines pointing up. 4. Place the cocktail fork on the right side of the cover. 5. Allow a minimum of 9-10 inches of space between the forks and knives for the dinner plate. 6. Place knives on the right side of the cover, 1 inch from the edge of the plate, with the sharp edge toward the plate. 7. Place the butter knife on either the top or right edge of the bread and butter plate. 8. Place spoons on the right side of the cover, next to the knives, with the bowls pointing up.

Clearing Dishes

1. Clear away the dishes from each course before serving the next course. Example: Clear away the salad plate before bringing the entrée. 2. Clear from the left of the guest with your left hand or from the right of the guest with your right hand. Move around the table in a counter-clockwise direction. Put the soiled dishes in a service tray. 3. Before serving dessert, clear away all dishes except water glasses or coffee and tea cups. 4. Crumb the table. This means sweep away crumbs and other food particles. A) Fold a clean napkin in half. B) Sweep crumbs or other food particles from the table onto a clean plate or into the palm of your hand. C) A crumber is a tool used to scrape and scoop from the table. D) Work quickly, trying not to disturb the customer.

Characteristics of Quality Service

1. Communication (speak well, eye contact, re-state order, Body Language) 2. Service (social Skills) 3. Hospitality (the customer is your guest) 4. Composure (keep calm and confident amidst a rush) 5. Menu Knowledge (flavor, cooking procedures, ingredients, beverages, wines) 6. Grooming (bath, shave, use deodorant, comb hair, trim and clean fingernails, brush teeth and use mouthwash daily) 7. Timing of the Meal (server is responsible for controlling the timing of the meal)

Glassware

1. Glassware must be clean, sanitized and polished. To polish glassware, place an inverted glass above steaming water. Once the glass has fogged with steam, wipe the inside and outside of the glass thoroughly with a clean cloth. 2. Place the water glass at the right of the cover, above the tip of the knife. 3. Place the beverage glass at the right of the cover, above the tip of the spoons. 4. Place the juice glass at the right of the cover above the spoons. 5. Place the cocktail glass or underliner in the center of the cover, usually on the dinner plate.

What are the three Important rules to follow in order to serve your guests in a sanitary manner?

1. Handle all plates and bowls with your fingers under the plate and your thumb on the edge of the plate only. 2. Handle glasses by the base only. Do not touch the rim. 3. Handle all flatware by the handle only. Do not touch any area that will come in contact with a food surface.

Window

A heated shelf connected to the kitchen, upon which the plated food is placed after preparation and awaiting delivery to the table.

In the Weeds/ Slammed

A hospitality slang term used in which the operation is near or beyond capacity and can't catch up. Very busy.

Tent or Pyramid Napkin Fold

1. Lay the napkin flat, with one corner pointing toward you. 2. Fold the bottom corner up to the top corner. The napkin should look like a triangle. 3. Fold the left corner up to the top corner. 4. Fold the right corner up to the top corner. All loose corners should now be at the top of the napkin. 5. Carefully turn the napkin over. All the loose corners should still be at the top of the napkin. 6. Fold the bottom corner up to the top corner. The napkin should look like a triangle. 7. Put your hand under the bottom edge of the triangle and gently lift up until the napkin stands in a tent shape.

Rectangle Napkin Fold

1. Lay the napkin flat. 2. Fold the top edge of the napkin down to the bottom edge. 3. Then fold the left edge of the napkin over the right edge. The napkin should now be four layers thick. 4. Now fold the right edge of the napkin over the left edge.

How to Place a Tablecloth

1. Observe the tablecloth, looking for a hem. Remember that the hem should always be on the underside and not visible to the customer. 2. Lay the tablecloth either over a silencer or directly on the table. 3. Unfold the tablecloth until you reach the "first fold", the fold in which divides the cloth in half. 4. Place the folded cloth on the table, so that the "first fold" is in the middle of the table. 5. Open the cloth and gather the top half gently, pull or spread the top half of the cloth over the rest of the table. -The tablecloth should: A. be clean and free of wrinkles. B. extend evenly, about twelve inches, over the table's edge. -If mats are used, they should be put one inch from the edge of the table. -If runners are used, they should be placed so that the edges hang evenly.

Dinnerware or China

1. Place the dinner plate in the center of the place setting. 2. Place the bread and butter plate to the left of the place setting, above the tines of the dinner fork. 3. Place the salad bowl or salad plate on the left of the dinner plate. 4. Place the cup and saucer on the right of the spoons, with the handle of the cup turned to the right.

How to Replenish Food and Beverages

1. Replenish food and beverage throughout the meal without disturbing the guests, as needed. 2. You should stand to the right side of the guests to pour beverages. Pour with your right hand. You might say something like, "May I serve you some more iced tea, please?"

Dining Room Accessories or Additional Pieces

1. Salt and pepper shakers need to be inspected to make sure they're clean and adequately filled. 2. Place salt and pepper shakers and sugar containers in or near the center of the table. 3. Place the coffee pot either near the center of the table or above the customer's cup and saucer.

How is serving guests seated in a booth different from serving guests seated at a table?

1. Stand at the edge of the booth and turn towards the guest on the right. Serve the guest furthest away and closest to the wall first, with your left hand. 2. Turn to the guests on the left side. Serve them with your right hand.

Picking up Orders

1. The kitchen will notify you when your orders are ready to be served to the customer. 2. There are different methods for notifying the server. The check number may light up on a computer screen, a bell may ring a certain amount of times, or the chef may tell you orally. 3. Compare the food that you're going to serve to the guest check to be sure that it's correct. If there's a mistake, be sure that the chef fixes it. Be sure that the food is attractively garnished and arranged, and that hot food is hot and cold food is cold. 4. Arrange the plates on the tray carefully. Follow the correct procedure when lifting heavy loads. 5. Carry the loaded tray into the dining room and place it on a tray stand near the party you are serving. Bend from the knees to set the tray down.

Comp

A person isn't charged for an item, it's comp'ed for free.

When dropping off food, what order should you serve a table?

Serve all guests in the same order as when you took their order, going counter-clockwise.

On the Rocks

A beverage that contains ice.

Check Cover

A book or cover used by the food service industry to transport the bill or check payment from the table to the register.

Early Bird Special

A cheap meal that is generally offered for a limited amount of time.

Point of Sale Systems (POS)

A computer-based ordering system that transmits the order to the kitchen, and may also produce a bill, as well as tracking valuable restaurant data.

Walked

A customer who has left without paying the bill.

No Call/ No Show

A reservation that does not show up and does not call to cancel.

Family Style Service

A style of service in which a server places bowls and platters of prepared foods in the center of the table so the guests can serve themselves.

Four top

A table of 4 guests or an empty table capable of seating 4 guests.

Side Work

Additional tasks the serving staff is assigned other than serving guests. Such as stocking, and folding napkins.

Remove Soiled Linens

After the customers have completed their meal and left the dining room, remove the soiled linen by folding the edges of the tablecloth to the middle, keeping any crumbs or food particles inside the linen.

Sundries

Assorted miscellaneous, non-food items (such as straws, paper napkins, toothpicks, etc..).

Linen

Cloth tablecloths, place mats, and napkins.

Flambé

French, meaning "to flame". The server sometimes finishes a dish tableside by setting it on fire.

Early Bird

Generally early eaters who want everything included in the meal for a reduced rate.

Host

Generally the first person with whom the customer interacts. Near the entrance of the restaurant, welcoming the guests to the dining room. In many properties this person will escort the guests to their tables and manage reservations.

Pump it Out

Getting food out quickly to the customer.

Front Server

In some properties the front servers may welcome the guest, present menus, take food and beverage orders, serve the food and beverages and is responsible for the bill. The front server has the responsibility for the quality of service provided to the guests.

American Service/ Plated Service

In the kitchen, the food is placed directly on the plates from which it will be served and eaten. This service, also known as plated service, has the advantage of being faster and easier, and the food is more likely to be hot when it reaches the diner.

Maitre d' Hotel or Maitre d'

Is responsible for the entire dining room operation. May also be called the dining room manager.

Pittsburgh Rare

Meat that is burnt on the outside and rare inside.

Call Brand Liquor

Name-brand liquor that a customer may call for by name. "Can I get a Buffalo Trace on the rocks, please?"

Camper

Restaurant guests who linger at their table long after their meal courses have been completed and may consequently obstruct further business by limiting capacity.

On a Rail/ On the Fly

Restaurant slang for needed quickly.

What is the sales tax % for Pinellas county?

Pinellas county sales tax is 7% on the dollar.

How should you place the dinner plate in front of the guest?

Place the plate on the center of the cover. If the entrée and the side dishes are on the same plate, position the plate so that the entrée is directly in front of the guest. If side dishes are on a separate plate, arrange them conveniently.

Dinnerware

Plates, cups, saucers and bowls.

Flatware

Polished forks, knives and spoons used to eat with.

Push

Sell it. "We only have four orders of salmon left, push it."

Back of the House Staff

Refers to chefs, cooks, dishwashers, receiving clerks, and all kitchen personnel.

Front of the House Staff

Refers to the hosts, cashiers, bartenders, bus persons, servers and all dining room personnel.

Ticket/ Bill/ Chit

Refers to the written guest check or food order.

Roll-up

Silverware or flatware rolled into a linen napkin.

Drop the Check

Taking a guests bill to the table for payment.

Dupe

The ticket or menu information that gets sent to the kitchen so the chefs can cook the food.

Station

The area a worker is assigned to serve; a station might include six tables or four booths.

Place Setting

The china, flatware, glassware and napkin used by one guest.

Who is it respectful to take an order from, and eventually serve first?

The eldest woman

Pick up

The food has been prepared and plated and is now ready for the server to pick up and bring to the guest in the dining room.

Cover

The industry slang for guests. "Tonight we have 50 covers" Is the same as saying: "Tonight we have 50 guest reservations"

Top

The number in the dining party. For example, a 4 top is 4 guests.

Handling Customer Complaints

The service staff is usually the first to hear about customer complaints. Hoe the complaint is handled by the staff can make or ruin the guests dining experience. 1. Never make them angry or make any excuses. 2. Listen fully to the complaint. Repeat or reflect the complaint back to the guest to make sure that it's comprehended correctly. Always make sure that the guests know that they're being taken seriously. 3. Do the very best to solve the problem immediately and report any problems to the manager. 4. If the problem is beyond the realm of your ability to fix, or the customer grows agitated, excuse yourself and get the manager immediately. 5. Once a resolution has been met, always thank the guest for bringing the complaint to your attention.

Head Table

The table which the guest of honor, speaker or officials are seated in a dining room.

Fire it

The term to let the chef know when to begin cooking a food item, usually timed with an entire order.

Stiffed

The term used when a customer doesn't pay gratuity when it is expected.

Serving Orders

There are two parts of serving; bringing the order to the table and attending to the guests throughout the meal. (1) You should be attentive to the guests needs and serve as efficiently and courteously as possible. Always be prepared for unusual circumstances and know how to handle problems. (2) The order in which you serve each guest in a party depends on several things. It's respectful to serve women and elderly people first. (3) When there are guests of honor, please serve them first. Traditionally, the guest of honor is seated to the immediate right of the host or hostess. (4) Serve each of the dishes from the left of the guests with your left hand and from the right of the guest with your right hand. Be sure to support plates from underneath, and steady with your thumb on the rim, but not touching the food. Don't tilt the plate. (5) Place dinner plate on the center of the cover. If the entrée and the side dishes are on the same plate, position the plate so that the entrée is directly in front of the guest. If side dishes are on a separate plate, arrange them conveniently. (6) Serve all beverages from the right side of the guest with your right hand. Pour steadily, without spills. It's a good idea to pour glasses only to an inch beneath the rim. It's also a good idea to carry a clean cloth to clean up any spills. (7) Make certain that all guests have the proper tableware for their entrées, and if they desire any condiments, such as ketchup. (8) Dessert is the last course to be ordered and also served. A dessert fork or spoon should be provided with the food item and placed to the right of the dessert plate or dish.

Back Server

This server aids the front server and is responsible for coordinating timing with the chef and also delivering food from the kitchen to the dining room.

Turn a Table

To clean, reset and re-seat a table with guests.

Cremate it

To nearly burn something or be very well done.

Up Sell

To suggest a higher priced item, especially in alcoholic beverages.

Where should you place the dessert fork or spoon?

To the right of the dessert plate or dish.

Crumbing

Using a towel or crumber to scrape and scoop crumbs from the table.

Sommelier

Wine stewart or wine waiter.

Double

Working two shifts in a row.