Service Basics

1. Service Basics Goal 3.01

2. STAFF

3. Host • greets and seats the customers • makes reservations • manages the waiting list • ask how many will be dining • apologizes if there is no available table • tells the customer how long the wait will be • crosses off the name after seating a customer

4. When Seating a Customer • lead the customers slowly to the table • present menus • in fine dining- pull out chair to seat customers • get booster chairs or high chairs • make sure seating is suitable • move slowly/do not make customers feel rushed

5. Server • Represent the foodservice operation • sell the menu • serve the menu skillfully • receive payment from the customer • good communication/interpersonal skills • set the tone for the dining experience • help server make beverage and food choices • must know menu, ingredients, and preparation methods

6. Busser • maintain an inviting table • keep service station stocked • sometimes serve water and bread • clear the table after customers are finished or between courses • cleans and resets the table • keep dining room tidy

7. Cashier • correctly reads the amount of the bill, processes payment, makes change • thank customers for their patronage (spending money at a business) • offer to go items (cakes, pies, dressings, sauces, syrups)

8. Service Skills • positive attitude • neat and clean appearance • good communication • thorough job knowledge • ability to manage time wisely • ability to resolve customer complaints by positive means • look for ways to save time and energy (use of time and motion)

9. Attitude • take pride in your work • be cheerful • resolve conflicts in a positive way • show courtesy to all stakeholders • never argue • no conversations with coworkers in front of customers • customer is always right

10. Personal Attire • clean and pressed uniform • shoes cleaned and polished • no nail polish • minimum jewelry • proper undergarments

11. Personal Health and Hygiene • Get enough sleep. • Work out to increase strength. • Lift heavy objects with legs not back. • Stay home if sick. • Keep hair pulled back. • Keep hands clean and fingernails trimmed and cleaned. • Make sure breath is fresh and teeth are clean. • Use deodorant. • Do not wear heavy perfumes/colognes.

12. Communication and Teamwork • Speak slowly, clearly, and loud enough to be heard. • Face customers when speaking to them. • Keep a professional, pleasant, and friendly tone. • Do not chew gum, eat, or drink while you serve customers. • Do not lean, slouch, or stand around with your hands in your pockets. • Do not touch your mouth, nose, or hair while serving customers

13. Types of Dining

14. Casual • attracts people who like to eat out, but not interested in a formal atmosphere or high prices • enjoy a relaxed environment • mid-range prices • family style restaurants- traditional, child friendly • neighborhood restaurants-lunch counters/ coffee shops • grills and buffets-self service meals at budget prices (trayline service or counter service)

15. Theme Restaurants • recreate a time or place • sport memorabilia, indoor waterfall • fun, unique atmosphere • decor more important than the food • moderately priced • food could relate to the theme (Melting Pot)

16. Fine Dining • excellent food • elegant décor • superior service • pricey • chef recognition

17. Quick Service • fast food • food court • limit menus • speedy service • exact standards/factory like production