Serve ‘Em Right

1. Serve ‘Em Right Complete Guide to Hospitality Service

2. Introduction • Keys to success 1. love your work and making money 2. Must enjoy interaction with people 3. be trained and well prepared 4. Teamwork is essential 5. Know your limitations!!!

3. What a restaurant is to People • 1. Good food and service is essential for a dining experience • 2. two types of customers: 1. Business 2. leisure 3. Customer comes with level of expectations

4. Customer is King • Have a preconceived idea of what they are going to experience • Your face is a mirror, what you project is what is returned • Customer Service is most important aspect of a restaurant • There is no defined, concrete method to achieve guest satisfaction

5. Serve ‘em Right • Develops restaurant prestige • Increase tips for personal gain • Increase profits, by upselling • Teamwork makes it easy.. Your effort doesn’t go unnoticed and rewarded • Play nice.. Even if the customer is wrong..

6. Do You Fit The Picture • Looks: First impression is the most important • Display a calm, confident posture • Clean clothes and professional dress essential • Stand erect and walk calmly and upward • Eye contact and appropriate body gestures • Be Happy to see them

7. Do You Fit The Picture • Actions: • Do not bring personal issues to work • Do not display negative emotions • Give guest fullest attention • Greet and acknowledge guest with in 1 minute of seating • Introduce yourself in a positive manner. • Give all guests equal attention

8. Communications • Look at guest when speaking to them • Smile when you speak • Speak slowly and loudly • Address guest as Sir and Ma’ams • Address as Gentleman and Ladies • Listen to the guest. • Repeat all orders back to the guest when taking the order for confirmation

9. Alertness • Survey your tables for personal needs from a distance • Communicate the needs to your assisant • Know when to “clear and replenish food items” • Use timing for firing and pick-up/communicate to the kitchen • Repeat your requests to others for confirmation and clarification

10. Food knowledge pays off • Know how long items take to cook on menu • Ask on times of food to time your tables • Amount of Business in dining room will have an affect on food production • Communicate to your guest on when the next course will be ready. • Ask if they want more time. • Complete all side work duites for the table before bringing food to the table

11. Your Conduct with Your Guest • If your guest raises his hand, satisfaction goes down. Make an effort to resolve any request of a guest whether it’s your guest or not. TAKE CARE OF IT..!!!!! • Treat all guests with dignity and courtesy. No excuses, just service. • If you are busy at another table, have your assistant address and greet table for you. • Ask customer if they have been taken care of.

12. The Origin of the Word “TIP” T o • I nsure • P romptness • S ervice • You are in business for yourself. Every effort should be for the above objective

13. Basic TIP Rules • Fast service doesn’t mean more tips • Quality service means in a timely manner • Provide all types of service to the guest without the guest to ask.. Beverage, clearing, table set-up, • Be friendly and pleasant • Be professionally dressed • Pay attention • Never accept another persons “TIP”

14. Side Service: “Work on the Side” • For a dining room to run smoothly, additional duties must be completed • Broken into 3 parts of work • Opening duties • Service Duties • Closing Duties

15. Opening Duties • Each front of the house person will have assigned duties besides serving guests • Set-up and stocking for the dining room • Can be divided into dining room, beverage, kitchen sets, and dishwashing items • Teamwork essential for well-prepared and smooth running operation

16. Service Duties • Dish area: proper breakdown and stacking silverware polish and restock Glassware and beverage restock Dinning Room: Table sets, napkins, all items to set for service Beverage production and support service Kitchen: Garnish for food, plates, silverware

17. Table Set-up • Set line: 1 inch from edge of the table where silverware is placed • Cover is the amount of space needed on a table for the setting (24 inches diameter) • Set: is the amount of silverware used in conjunction with a napkin fold. • Dessert set: Fork and Spoon

18. Rules to Expert Service • . Repeat order back to the customer when they order • Food should be presented consistently in front of the guest, like line-up presentation • Never Take a plate without ticket • Communicate to expeditor for “order- fire” repeat table number and wait for confirmation from expeditor • Take pride in what you serve. Do not rush food out.. • Always take the entire order out.. • Repeat table number when leaving kitchen • Always clear in between courses • Beverage Service when needed • Know your menu items and ingredients

19. Service Sequence • Welcome guest • Beverage order • Ring in order sequence/kitchen • Appetizer order- fire-pickup • Fire 2nd course • Clear 1st course • Pickup 2nd course • Bread pass/beverage • Fire entree • Clear 2nd course, reset table • Pick up entree • Beverage and check ok • Order dessert • Clear table • Pick up dessert

20. Service Sequence • Beverage service (coffee) • Comment card • Check presentation (petite- four) • Thank guest