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Service in the Dining Room– A Manager/Owner’s Guide

Service in the Dining Room– A Manager/Owner’s Guide. Chef Scribner, M.A.Ed. Food and Beverage Operations The Art Institute of Seattle. The Heart of Service. Genuinely caring for the guest Actor: Acting his/her most gracious self Guide: Using product knowledge to guide the event

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Service in the Dining Room– A Manager/Owner’s Guide

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  1. Service in the Dining Room– A Manager/Owner’s Guide Chef Scribner, M.A.Ed. Food and Beverage Operations The Art Institute of Seattle

  2. The Heart of Service • Genuinely caring for the guest • Actor: Acting his/her most gracious self • Guide: Using product knowledge to guide the event • Juggler: Hundreds of details, rules, requests; must still seem effortless

  3. Sequence of Service • Greet the guest • Represent the menu • Take order • Course by course, repeat the following: • Prepare for the course • Serve the course • “Call back” • Clear the course • Prepare, present, process guest check • Close with the guest

  4. Greeting: • Acknowledgement. How? When? • Seating them. Where? How?

  5. Representing the menu: • How soon? • Servers must have good product knowledge • Must be aware of deletions, additions, changes • Be proactive in helping guests “course out” their meal

  6. Taking the order: • Accuracy! • Understand what they want and how they want it • Accuracy! • Server is not a salesperson but a guide

  7. Course work: Before each course: • Dishes from previous course removed • Table clean and orderly • Flatware and glassware brought out before the food

  8. Course work: Serve the course: • All the plates should come out at once, if possible • Plates go down in rhythm • Ladies served first; host last

  9. Course work: Call back: • After a few bites/sips • Server makes themselves available • Eye contact • Fiddle at the table • Ask questions

  10. Course work: Clear the course: • All plates at one time • Ladies first, host last

  11. Course work: Present the guest check: • Urgency • It’s over!

  12. Course work: Close with the guest: • Check books • Establish seating plan • Assign staff to stations • Pre-service meeting

  13. Sidework • Opening • Closing

  14. Server’s Opening Duties • Napkins • Menus • Flowers • Serving trays • Chairs • Silverware

  15. Sideboard/Service Station • Flatware • China • Stemware • Coffee cups/saucers/accoutrements • Service trays • Check pads • Condiments • Water pitchers • Extra menus • Folded napkins

  16. Server’s Closing duties • Tables stripped/wiped/dried • Reset tables for next meal service • Clean dishes returned • Collect salt/pepper/sugar/creamer service • Condiments stored

  17. Hosting • Greeting • Overseeing service to ensure guest is cared for • Closing with the guest

  18. Host pre-service work: • Overall cleanliness • Lighting and blinds • Checking tables and sideboards • Organizing menus • Reviewing the books • Check books • Establish seating plan • Assign staff to stations • Pre-service meeting

  19. Clerical sidework: • Check/change menus a/n • Record hours, if time clock not used • Linen inventories • Report guest comments, suggestions, complaints • Cash tally: opening and closing • House charges/comps tally • Linen usage • Wines breakage report

  20. Policies to be developed between owner/chef/dining room manager: Policies concerning: • Seating • Serving • Filling orders in the kitchen • Large party service • General policies

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