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Chapter 45

Chapter 45. Table Service. Objectives. Recall the roles of the front-of-the-house staff. Table Service. Every restaurant consists of the back-of-the-house and the front-of-the-house staff In great restaurants, these two staffs work together seamlessly to provide service to the customer.

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Chapter 45

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  1. Chapter 45 Table Service

  2. Objectives • Recall the roles of the front-of-the-house staff

  3. Table Service • Every restaurant consists of the back-of-the-house and the front-of-the-house staff • In great restaurants, these two staffs work together seamlessly to provide service to the customer

  4. Front-of-the-House Positions • The back-of-the-house must understand the role of each front-of-the-house worker so the restaurant functions efficiently • Not all restaurants divide their front-of-the-house staff into the same positions

  5. Front-of-the-House Positions

  6. Objectives • Summarize the skills that contribute to quality front-of-the-house service

  7. Keys to Quality Service • The job of the front-of-the-house staff is mainly about interacting with the customer • Strong interpersonal skills and welcoming demeanors are the keys to providing customers with a favorable dining experience

  8. Hospitable • Successful staff are able to convey a sense of welcome and hospitality by • greeting diners with generous smiles and a friendly reception • maintaining eye contact • being personable and sincere • addressing the customer by name

  9. Poised • Experienced servers know how to stay calm and confident even if the restaurant is busy or if problems arise • The customer should never feel as if the servers are too busy or distracted

  10. Knowledgeable • The front-of-the-house staff should know as much as possible about the food that is being served • If the server does not know the answer to a guest’s question, he or she should • never try to bluff • always ask the appropriate chef or manager

  11. Sense of Timing • It is up to the server to ensure that the kitchen is serving the food when the customer is ready for it

  12. Sense of Timing • Servers must • stay focused on what is happening at all times • anticipate customer needs • know how to prioritize tasks

  13. Communication Skills • No matter what position you work in foodservice, you must be able to communicate effectively • Front-of-the house communicates with customers and the kitchen • Back-of-the-house communicates with coworkers and vendors

  14. Communication Skills • When listening, successful servers • give the customer full attention • use nonverbal cues to let the customer know they are listening • restate what the customer has said to be certain they understand the message • ask questions if they are unclear about the message • allow the customer to finish what he or she has to say before responding

  15. Communication Skills • When speaking, thoughts should be organized and presented in a clear, logical manner • Posture and tone of voice also impact the message being communicated

  16. Ability to “Read” the Customer • The ability to “read” the customer is acquired with experience • Professional servers can determine a customer’s expectations by carefully interpreting verbal and nonverbal cues • After a formal initial interaction, a seasoned server adapts their style of service for individual customers

  17. Objectives • Compare and contrast the three main service styles

  18. Types of Service • Through the centuries, a number of different types of table service have been developed • Three styles of service are • American • Russian • French

  19. American Service • American service is the norm in most restaurants throughout the United States • It can be an informal or formal service style depending on the restaurant • Family-style service is a variation of American service that is common in restaurants and banquet halls

  20. Russian Service • In general, Russian service is practiced in upscale restaurants and hotels • The server must learn to hold a large fork and spoon in their dominant hand to pick up and serve food

  21. Russian Service • Liquids can also be served Russian style, using large spoons or ladles

  22. Russian Service • The most common use of this type of service today is bread service

  23. French Service • French service, often called tableside service, is a cross between the kitchen and dining room • This formal type of service is only practiced in some of the finest restaurants

  24. French Service • Items commonly prepared tableside include • sautéed meat followed by the appropriate pan sauce • Caesar salad • flambéed dessert items

  25. Objectives • Recognize the steps necessary to preset a dining area

  26. Presetting the Dining Area • Readying the dining area for service involves • polishing flatware and glassware

  27. Presetting the Dining Area • Readying the dining area for service (continued) • placing a tablecloth on the tables • inspecting salt and pepper shakers or grinders to be sure they are clean and adequately filled • setting the tables

  28. Presetting the Dining Area • How place settings are to be arranged is determined by the restaurant and the type of service used

  29. Presetting the Dining Area • Three common place settings include • basic American • à la carte • banquet

  30. Basic American Place Setting • This is the most common type of setting used in all but the finest restaurants today

  31. Basic American Place Setting water glass to the upper right of the plate cup and saucer included at some family restaurants dinner plate bread and butter (B and B) plate and butter knife to the upper left of the dinner plate spoon and knife to the right of the plate one or two forks to the left of the plate

  32. À la Carte Place Setting • Just prior to serving each course, the appropriate flatware and glassware are placed in front of each guest • After each course, the used flatware and plates are removed • Glassware is removed whenever there is a change of beverage • This type of setting requires maximum coordination among the front-of-the-house staff

  33. À la Carte Place Setting • This table setting is sparse • Often the dinner plate is a charger, which is removed before the first course

  34. À la Carte Place Setting bread knife water glass B and B plate dinner plate

  35. Banquet Place Setting • All the glassware and flatware needed for the meal are placed at each place setting • This style of service is possible because the menu is the same for every guest • When plates are cleared after each course, the appropriate flatware and glassware are also removed

  36. Banquet Place Setting

  37. Objectives • Explain how to provide guests with a quality dining experience from start to finish

  38. Serving Guests • Each step in service is an opportunity for guests to form either a positive or negative impression of the restaurant • The best strategy for serving guests begins with welcoming patrons and continues until the check is presented and the guests leave

  39. Welcoming Patrons • Patrons should be greeted the moment they enter the restaurant • In many restaurants, guests’ coats are checked • After verifying a reservation, the host or maître d’hôtel leads the guests to their table

  40. Presenting the Menu • Once the guests are seated at their table, the front server • places menus on the table and describes specials • offers the guests a beverage • dismisses him or herself from the table to allow the guests room for conversation

  41. Presenting the Menu • The busperson fills water glasses

  42. Presenting the Menu • The back server serves the beverages to the right of each guest • While guests are looking at the menu, bread and butter may be served

  43. Order Taking • After a time, the front server asks whether the table is ready to order • Tables and each position at the table are numbered • When taking an order, the front server writes the appropriate order next to each position number • The front server should repeat each order back to the customer

  44. Order Taking • The order is then submitted to the kitchen by one of two methods • A handwritten copy of the order • Entered into a point-of-sale (POS) system

  45. Order Taking • A POS system improves communication with the kitchen, produces accurate bills, and simplifies recordkeeping

  46. Serving • Plates of food can be transported to the dining room in one of three ways • Carried by the server • Loaded onto a tray carried by the server • Loaded onto a rolling cart pushed by the server

  47. Serving • Before food is placed on the table, waitstaff should ensure that each place setting has the appropriate flatware • Women should be served first and then the men

  48. Serving • Food is served from the left of the customer • The server should announce each dish as it is placed on the table

  49. Serving • The front and back servers monitor the progress of the table and signal the kitchen when to have the next course ready • Before the next course can be served, dirty plates are cleared from the table by the busperson • Ask the customer’s permission to clear dirty dishes • Steps are repeated for each new course

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