Serving Guests

Steps of Service : Typical Sequence 1

-Greeting • Checking coats/hats • Confirming # in party • Seating • Presenting menus (open or closed)/wine list • Informing the guests of specials/86s • Pouring water • Taking cocktail order • Retrieving the cocktails • Answering questions/taking the order

Even if a mistake is made by the kitchen, it might still be appropriate to charge the guest for changes.

False

De-crumbing the Table

• Before dessert (or whenever necessary), the table should be de-crumbed. • Begin de-crumbing on the left side of one guest, then move clockwise around the table.

Tableside Presentations

• In the United States, fruit and cheese are generally served together. • Only fresh, ripe fruit should be offered with a cheese course. • Portions should be modest, about 1 oz. of each cheese. • Typically a hard, semi-soft, and soft cheese should be served

Dessert

• Offer a separate menu for dessert and after-dinner drinks. • A dessert cart or display can lure guests into ordering dessert. • Wine or Champagne to accompany dessert should be served at this time. • Set in the appropriate dessert/coffee/tea flatware before serving the dessert. (STP) • If dessert flatware is already on the table, as in a banquet setting, bring it down before serving the course. - From the guest's left with the left hand, the fork should be brought down into position, and then the spoons from the right with the right hand. RR or LL

After the completion of the appetizer course and before serving the entrée course, what should waiters do?

Set the correct utensils for the guest -Using a silverware transport plate (STP), the server places the needed silverware to the appropriate guests prior to the serving of the entrée course.

Service Issues

• There should be someone—the manager or captain—whose main responsibility is to observe the dining room. • Explain delays to guests, rather than hiding from them.

Soft Skills of Remarkable Service

Empathy: Empathy is the ability to put yourself in another's situation and feel what that person is feeling. -Treat the guest as you would like to be treated. -Allows you to anticipate guests needs. Communication: Communication is a two-way street. - Listening is as important as talking. • Be sure that you understand the real question, then give accurate and honest information. • Make sure menu information is clearly communicated, without being offensive or "dumbing it down." Reading The Table: • Every guest is different and has different needs. • Begin reading the table from the moment you come into contact with the guests. • Might be straightforward: - A guest pushes away his plate after tasting the food. • Might be less direct: - A guest looks impatient and is glancing at the door or window. Suggestions, Recommendations, and Upselling: To suggest is to offer information without an opinion. - Be sure to have accurate information. (just the facts) To recommend is to offer an opinion. ( involves stamp of approval on it) • Upselling means getting the customer to buy more items or more expensive items than intended. - Results in a higher check average - Improves guest experience

It is unnecessary for a server to alert a manager or chef of food and beverage problems at a table.

False -First, you want to empower your staff to quickly remedy guest concerns. The next step is to alert the manager on duty and/or the chef of any problems with the foods. The problem with the food may need to be addressed as not to impact other guests. For example, cold soup or stale bread.

The zone of privacy is the same size, regardless of culture or situation.

False -The "zone" is the space near the guests and/or the proximity near the table to hear conversations. This is a coveted space that should not be violated as it can make the guest feel uncomfortable. Remember, the server is there to enhance the experience, not be be apart of the experience. Something new to consider is COVID19. Mindfulness of space between the guests and the staff is more relevant now as safety is the new concern for guests and your team.

A recommendation is the same thing as a suggestion.

False -While a suggestion is to offer information without an opinion, a recommendation is to give your opinion. A recommendation is giving your stamp of approval of a menu item.

Who has the responsibility of observing the dining room during service?

The front of house manager -The front of house manager has the responsibility to keep an eye on all areas of the dining room. This includes the hosts, the bar, and the servers. The manager also "Touches" tables by stopping by and saying a brief hello to guests and inquiring about the experience thus far. This process is called, managing by walking around.

A helpful suggestion depends on your ability to fully describe menu items accurately.

True -A suggestion is to offer information without an opinion. Just the facts. To do this the server must be knowledgeable on the menu.

If a guest's meal is taking longer than expected to be prepared, it is important to be honest and give the guest an accurate timeframe.

True -Guests do not want excuses, for example, I am sorry for the delay we are short staffed. This example is an excuse and guests can care less. It is best to acknowledge the delay and tell the guests what you are doing to expedite the order.

Empathy means that you can put yourself in another's situation. (Ch. 6 Quiz)

True -When you think of yourself as the guest, this will allow you to think about what is best to enhance the guest experience. When you think about the experience from the guest perspective, you can then anticipate guest needs.

A separate dessert and after-dinner beverage menu:

may increase the likelihood of a dessert or after-dinner beverage sale -A menu or a QR code can increase the likelihood of an additional sale. It is not enough to say "Would you like a dessert?" This is a closed-ended question that a "yes" or "no" response might follow. Instead, allowing the guests to review a menu that shows descriptions and pricing and the recommendation by the server, might encourage a sale.

The First Course

• Before the appetizer is served, all required utensils must be set in place. • The appetizer is served from the right with the right hand or from the left with the left hand. • The appropriate soupspoon is set in place to the right of the dinner knife, with the right hand. • Most American restaurants serve salad before the main course. • The salad itself should be served from the right side of the guest, with the right hand or from the left with the left. • Right Side with Right Hand (RR) or Left Side with Left Hand (LL) • The main course usually takes more time to be consumed and enjoyed. • A guéridon might be used for tableside service. • The flatware for the main course should have been set prior to the guests' arrival. • The wine should be poured prior to the course being served. • Bread and butter should be replenished as necessary, and water and wine re-poured as needed.

Steps of Service: Typical Sequence 3

• Decrumbing • Presenting dessert menus (tray or cart) • Explaining any specials, flavors, or changes • Taking dessert order • Taking a hot beverage/after-dinner drink order • Entering the dessert/beverage order • Setting in required dessert flatware, creamers, sweeteners • Serving dessert and beverages • Clearing dessert plates

Guest Recovery

• Do not avoid a guest once a problem arises. • Communicate honestly and give realistic expectations. • The basic steps of recovery are: - Apologize: Make eye contact and be sincere. - Correct the Problem: Remove the offending item and replace it with something pleasing. - Make it up to the Guest: Make a gesture, like a complimentary drink or appetizer. - Follow-up: Be sure everything you promised actually happens.

Resetting the Table

• Each establishment has its own policy concerning the resetting of tables. • Tablecloths should be changed without exposing the bare tabletop. • It is better to reset tables as they are vacated, rather than all at once. • At the end of the evening, glasses can be inverted (to avoid gathering dust) if the surface is sanitary.

Seating

• Each restaurant should have a predetermined method for assigning tables and filling the room. • The dining room should appear full, but still comfortable. • The maître d' or a server can lead the guests to the table and assist in seating the guests. • The server should greet the guests as soon as possible.

Greeting

• Guests should be greeted by the host, maître d'hôtel, or manager within thirty seconds of their arrival. • Lead with a good smile and verbal greeting. • If possible, greet the host or guest by name. • If guests arrive separately, you may seat them or ask them to wait at the bar. • If possible, for parties of five or more, the maître d'hôtel should alert the server if place settings need to be added or removed before the party is seated. - This will give the impression that the table was set just for them.

Carrying Plates

• In the kitchen, pick up plates in the reverse order that they will be served. • Either two or three plates can be carried in the left hand. • Be careful not to leave thumbprints on the plate. • The "Peace Sign" Technique- Uses the index and middle finger as support, with the remaining fingers as stabilizers. • The "Spiderman" Method- Hold the plate with the thumb and pinky on top, supported by the ring, middle and index fingers underneath the plate .- The second plate balances on the base of the hand and forearm. • The Interlocking Method- The index finger serves as the center support of two plates. - The middle, ring, and pinky fingers provide support underneath the plate on the right. - The third plate can be carried by turning the left-hand wrist to the body and making a three-point landing for the third plate.

Seating (cont.)

• In the past, etiquette dictated that men always seat women in their party by pulling out their chairs. • Women are generally seated with their backs to the wall, facing the dining room. • Present the menu in a way that is most convenient for the guest, and inform them of any specials. • Water can be served from a pitcher at the table or already in glasses. • Serve bread from the left, moving counter-clockwise, or place a basket of bread on the table. • Bread may be served before or after the order has been taken. • Guests typically want something to drink soon after they are seated. - Be sure to mention house or specialty beverages. • After food is ordered, the wine list is then presented to the host. • Suggestions might include a light wine for starting the meal, a full-bodied wine for the main course, and Champagne for dessert.

Dining Room Conditions Complaints

• Listen for repeated complaints to pinpoint specific problems. • Common dining room issues include: - Room is too cold, or too hot. - Seat is too close to swinging kitchen door. - Proximity to band or sound system. - Lights are too dim.

Check Presentation & Payment

• Many operations instruct their service personnel to present the check only if the host requests it. - If it is clear that the guest is waiting, approach the table to determine if anything else is needed. • The check should be presented in a book or folded napkin on a plate. • Place the check in a neutral zone not too close to anyone. • Friands ("dainty tidbits") or mignardises may accompany the check. • Be prompt in retrieving the payment. • Never comment on the absence or quality of a tip. - Notify a manager if guests seem displeased with service. • Guests may request to bring home their leftovers: - Guests might package the leftovers themselves in provided containers. - Servers might package the food items out of sight and bring the package to the table. - To-go bag is packaged and placed near the front door and provide a coat check-type numbering system.

Steps of Service: Typical Sequence 2

• Placing the order (POS) • Ordering, setting in glasses/ serving the wine • Setting in required flatware • Serving 1st course • Table maintenance (bread, butter, beverages) • Clearing 1st course • Ordering, setting in glasses/ serving the 2nd wine • Setting in required flatware • Serving 2nd course • Table maintenance (bread, butter, beverages) • Clearing 2nd course

Clearing the Table by Hand

• Plates should be cleared only after all of the guests at the table are finished. • It may be a rule in some places to clear as individuals finish eating. • In formal restaurants, clearing is done the same way as delivery—no more than two plates at a time. 2 or more servers may be needed to clear one table properly.

Writing The Order

• Point-of-sales systems means handwriting and shorthand is not as important as it used to be. • Mistakes in placing the order will involve the attention of many members of the staff, so take care and do it right the first time. • The order should be taken from the right of each guest. • Be sure to record any special requests or preferences when the order is taken. • Indicate which seats are occupied by women so they can be served first.

Monitoring Glassware

• Practice the Three Rs: - Refill: If a glass or cup is empty, refill it. - Replace: If a beverage is finished, sell the guest another. - Remove: If no refill or replacement is wanted, remove the glass.

Presenting the Plate

• Present the kitchen's food in the best way possible. • When setting in, be sure to place the plate in the chef's chosen alignment .• Hold the plates with the six o'clock position toward your belly.

Steps of Service: Typical Sequence 4

• Refilling beverages • Presenting the check • Processing the check • Thanking the guests • Retrieving checked coats/hats • Thanking the guests

After-Dinner Beverages

• Stock a wide selection of coffees and teas in the pantry. • Hot beverages containing liquor might be ordered in place of a heavy dessert. • Set the saucer with the empty cup, handle at 4:00, to the right of the guest if they have ordered dessert. • Set the saucer with the empty cup, handle at 4:00, directly in front of the guest if they have not ordered dessert. • Set in sweeteners and creamers prior to pouring the coffee. (1 set/4guests) • DO NOT CARRY A POT OF HOT COFFEE ON A TRAY! • Coffee should be poured at the table from the patron's right side. • The after dinner drinks should be served from the right.

Taking The Order

• The server observes the table for cues—such as closed menus— that the guests might be ready to order. • Establish eye contact to see who will order first. • With a larger party, begin with the woman seated to the left of the host, and then move clockwise.

Clearing the Table with Trays

• Trays should be placed on a stand, not a table, when guests are present. • The dirty plates should be scraped onto one plate. • Glassware should be transported on a separate beverage tray. • A bus tub is easier to use, and there is less chance of breakage, if it is placed on a cart.