Range of Guest Expectations About Foodservices

1. Range of Guest Expectations About Foodservices OH – 13.1

2. Characteristics of Effective Food and Beverage Servers Effective food and beverage servers: • Arrive at work on time in appropriate uniform (unless they change into their uniform at work) • Practice proper personal hygiene • Understand their basic duties and responsibilities and work together as an integral part of the restaurant's team • Can perform all required work tasks to the necessary level of quality and quantity outputs • Have extensive product knowledge about all menu items available • Have a genuine desire to please the guests and are courteous and friendly • Consider their work to be more than “just a job” • Create effective working relationships with the restaurant manager and all employees OH – 13.2

3. Servers Who Practice the Philosophy of Guest Service: • Think and act as if they are the “host” of the guests being served. • Remember/use the names of guest “regulars” whom they serve. • Make efforts to assure that each guest has a memorable dining experience. • Anticipate and respond to the needs of their guests. • Are proud of their appearance and personal grooming practices. • Help other members of their restaurant team whenever possible. OH – 13.3

4. Example of Table Setting in Upscale Restaurant OH – 13.4

5. Topics for Daily Line-Up Meetings • Server stationassignments • Daily specials • Product knowledge information (including, as practical, opportunities to sample new items) • Reinforcement about high-contribution margin items (that the manager wants service staff to suggestively sell) • Estimates of business volume based upon reservations and/or other information • A “mini” training session on a topic such as procedures to resolve a recurring service-related problem • Other issues as necessary OH – 13.5

6. Service Details Make the Difference • Tablecloths should be placed hem-side down on the table. The corners of table cloths should be centered on table legs, if applicable, and the points of the tablecloths should point the same way on all tables. • When setting tables, serviceware should be placed accurately with handles at a measured distance from the table’s edge. • Servers should serve the eldest lady first, then other women and then gentlemen going in a counter-clockwise direction around the table. • Dishes containing main courses should be placed so the main entrée is directly in front of the guest; coffee cups should be placed so their handles are at a 45o angle from the guest; slices of pie should be served so the point of the pie faces the guest. • Additional flatware needed during the meal should be placed on a neatly folded napkin that is placed on a small serving tray for transport to the table. • Tables should be cleared when all guests have finished their course (meal) starting with the eldest lady and going around the table in a clockwise direction. OH – 13.6

7. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Initial Table Approach (Genuine Welcome) Step 8 Step 9 Step 10 Step 11 Present Menus Pour Water Step 12 Step 13 Take Beverage Order Serve Bread Deliver Beverages Take Wine Order Take Second Beverage Order (if applicable) Take Food Order Deliver Second Beverage Order Place Additional Serviceware, if Applicable Remove Unnecessary Serviceware Serve Appetizers Serve Salad/Soup Serve Wine Serve Entrée Serve Dessert Final Service Procedures The Service Sequence OH – 13.7

8. Tactics for Successful Suggestive Selling • Be descriptive – Explain how and why selected menu items might be of interest to guests. • Be excited about items you want to sell. • Speak clearly and be concise. • Be prepared to answer any questions. • Make a personal recommendation; suggest items that you like yourself. OH – 13.8

9. More Tactics for Successful Suggestive Selling • Suggest items that complement each other such as wines that naturally go with certain foods and ala carte items such as soup and salads that go well with the selected entrées. • Ask open-ended questions (“Our cheesecake and special apple strudel are just excellent. They are our most popular desserts. Which would you prefer?”) • Don’t mention selling prices in the initial description; be prepared to provide this information if requested. • Sell non-traditional items such as bottled water. • Suggest that guests can share items. • Ask for the order! OH – 13.9

10. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Present Wine List Step 9 Step 10 Type Assist Guests with Wine Selection Quantity Take Wine Order Collect Wine Glasses Obtain Necessary Wine Bring Glasses to Table Bring Wine to Table Present Wine Open Wine Bottle Allow Host to Taste Wine Pour Wine (If Acceptable) Obtain Second Bottle (If Acceptable) Refill Wine Glasses Refill Wine Glasses Steps in Professional Wine Service OH – 13.10

11. Serving Champagne • After the selection has been approved by the guest, wrap a clean foodservice towel around the neck of the bottle. • Point the bottle at a 45 degree angle away from the guests (and other persons in the dining room). Untwist the wire hood covering the cork and remove it along with the aluminum foil. (These can be placed in the server’s pocket or apron.) • Still pointing the bottle away from everyone, hold the cork and twist the bottle slightly. Do not use force; let the pressure within the bottle release the cork. • Before the cork comes completely out of the bottle, push it slightly up and to the side so that the bottle’s internal pressure is released. OH – 13.11

12. Handling Guest Complaints • Listen carefully to assure that you know the exact nature of the problem. • Apologize and show empathy. (“I know how you feel; I would not like to receive soup that is not piping hot.”) • Indicate what you can do to correct the problem. (“We would be happy to bring you another bowl of a different type of soup; I promise that it will be hot, and it will also be complimentary.”) Note: servers must know the limits of their discretion in advance. • A server should never offer excuses. (“You're not the first guest to complain about the soup's temperature; the cook is having trouble with the warming unit.”) • Check back with the guest to assure that the corrective action that has been taken is acceptable. OH – 13.12

13. When Should the Manager Be Informed? • When the guest is unreasonable. For example, if a guest “discovers” a wilted piece of lettuce in a salad and is demanding a free meal for everyone in his/her party of ten guests. • If the guest gets abusive. Food and beverage servers should not be abused by anyone for any reason. • If the guest complaint is beyond the ability of the server to address. Examples: ice in the parking lot or a restroom with inadequate guest supplies. OH – 13.13

14. Basic Beverage Service Tactics • Basics for serving alcoholic and non-alcoholic beverages are the same regardless of whether the service is provided in the dining room by a food and beverage server or, alternatively, in the bar/lounge area by the bartender or beverage server. • Basic courtesy, attention to details, the need to consistently meet service standards and an interest in consistently meeting the wants and needs of the guests are paramount. • Since there are thousands of potential drinks that can be ordered, servers may need to make additional trips to a guest’s table after the beverage order has been placed to obtain production information. • Product knowledge for beverage service is just as important as it is for food service. • Service staff must know the restaurant’s policy about transferring beverage charges to the restaurant. OH – 13.14

15. Service Is Okay Green Light Service Should Be Slowed Yellow Light Service Must Be Stopped Red Light Managing the Service of Alcoholic Beverages OH – 13.15

16. Poor Decision-Making Intoxication Beyond Legal Limits Normal Behavior Minor Physical Problems Reduced Restraints Serious Physical Problems The Yellow Zone: Behavior That May Signal Intoxication Green Yellow Red OH – 13.16