It is important to know how to provide quality customer service. Quality customer service can bring back satisfied cust

1. Section 5.1 Service Basics • It is important to know how to provide quality customer service. • Quality customer service can bring back satisfied customers.

2. reputation The overall quality or character of a person or business. The Service Staff • Quality customer service from the service staff goes a long way toward establishing a restaurant’s reputation among potential customers.

3. reservation host An arrangement to have a table held for a customer at a specific time. The employee who greets the customers by smiling warmly and welcoming them. The Service Staff • Service team members: • The host is in charge of the reservation system and keeps track of the waiting line.

4. server The service staff member who has the most contact with the customers. The Service Staff • Service team members: • The server represents the operation, sells the menu, uses time and motion wisely, and receives correct payment.

5. busser A foodservice worker who helps maintain an inviting table and keeps the service station stocked with supplies. The Service Staff • Service team members: • The busser serves bread and water, and clears and resets the tables.

6. cashier The employee who correctly reads the amount of the bill, processes the payment, and makes change. The Service Staff • Service team members: • The cashier is often employed at busy, informal, or family-style restaurants.

7. Service Skills • All service staff should have: • a positive attitude. • a neat, clean appearance. • good communication and teamwork skills. • thorough job knowledge. • the ability to resolve customer complaints positively.

8. Beverage Service • Ice Makers • Always use a metal or plastic scoop. • Do not leave the scoop in the ice. • Do not use the ice to chill food or other objects. Can you think of other situations where you might work with ice scoops?

9. tank system bag-in-the-box system A system where two plastic lines are connected to each carbon dioxide tank in a soft drink machine. One leads to the CO2 tank and allows it to pressurize the soda syrup. The other line permits the soda to pass to the dispensing gun. A cardboard box with a bag of concentrated soda syrup inside. Beverage Service • Cold beverage equipment includes soft drink machines using the bag-in-the-box or the tank system.

10. espresso A beverage made by forcing hot water and steam through finely ground, dark-roasted coffee beans. Beverage Service • Hot beverage equipment includes coffee makers, espresso machines, and tea makers.

11. Section 5.2 Serving Customers • The servers have a key role in how the customer rates his or her dining experience. • This section will teach you about the role of servers and how their duties should be performed.

12. Opening Service • The server plays a key role in how the customer perceives his or her dining experience. • The server makes sure the cover is clean, greets customers, and serves the beverages and/or water first.

13. Opening Service • When taking the order: • Greet customers. • Take beverage orders first. • Use numbered positions to remember orders. • Sell the menu.

14. point-of-sale system A system involving a computer that has either a number or a button code for each item on the menu that sends the order to the kitchen. Opening Service • Three ways to place an order in the kitchen: • write out a customer check • recite the order from memory • use a computerized point-of-sale system

15. Opening Service • Advantages of point-of-sale computer technology are: • fewer errors • increased efficiency • better marketing • theft reduction

16. tray service Bringing dishes to the table at the same time on a large tray. hand service Bringing dishes to the table without using a tray. Serve the Order • Most restaurants use hand service in serving the order, which requires more teamwork. • Tray service is used primarily in banquet service.

17. appetizer A small portion of hot or cold food meant to stimulate the appetite that is served as the first course of a meal. Serve the Order • There are separate guidelines for serving each of the six courses in a meal: • bread, appetizer, soup, salad, entrée, and dessert

18. Serve the Order • During the meal, the server should check with customers to see whether they are satisfied.

19. Calculate Customer Checks • Accurately list and check charges on the check. • Give the check to host of the party or place it in the center of the table. • Tips are given for good service and based on 15% to 20% of the check total. Have you ever had to evaluate the service skills of others?