ETIQUETTE

1. ETIQUETTE Leonardo da Vinci project 2010 – 2012 ,,KITCHEN AND RESTAURANT GUIDE FOR STARTERS”F&B4YOUViešoji įstaiga Kuršėnų politechnikos mokykla-Kursenai -Lithuania, Colegiul Tehnic de Alimetatie si Turism “Dumitru Motoc” - Galati - Romania

2. Styles of service and techniques • Silver Service • Guerdon service • Plate service • Family service • Buffet / Carvery service

3. Silver Service • Silver service is a style of service used by waiting staff to place food on the plate of customers while they are at the table. It is a method of serving food unto the customer’s plate from dishes, in front of them, using a serving spoon and fork. • In Lithuania, Romania and Germany known as French service or known English service in Italy and Spain.

4. Guerdon service • This is where the waiter or waitress is required to prepare, cook, carve of finish dishes in front of the customer from a side-table or trolley. It usually involves the procedures of filleting, carving or flambeing. • In Lithuania known as English style in Romania known as French style.

5. Plate service • In this form of service all food is presented plated by chefs in the kitchen, served to the customer sometimes with the addition of a side order which can be silver served or presented on a side dish.

6. Family service • In this style of service, the main dish may be either plate or silver served. All the accompanying potato, vegetable and salad dishes together with sauces and other accompaniments are placed on the table for guests to serve themselves. • In Germany and Lithuanian this is known as Russian service, in Belgium it is known as table service.

7. Buffet / Carvery service • This style of service can be self-service or served from a service point within the customer dining area. Customers have a greater control over their meal, both in the time spent eating and in their choice of food, portion size and the price they pay. • Examples: • Breakfast service; • Lunch; • Functions - Conference, Banquet, Weddings etc.

8. Etiquette on the Telephone (I) • Be polite on the telephone using relevant expressions and phrases. • Be sure of the room number, check it during the call. • Talking orders the waiter might repeat the ordered dishes in case the customer could hear them in order to avoid any misunderstanding. • At first the order by telephone is put down on a telephone message card, then the waiter draws a cheque of order.

9. Etiquette on the Telephone (II) • Be responsive to the special wishes of the guests, underline them. • If something is not clear, the waiter must ask about customers' wishes again. • After talking orders the waiter warns the guest how much time it takes and thanks for call.

10. Meet, great and seat (I) • Receiving a guest you must show that you are enjoyed by his visit. • Cordially greeted visitor will be in a good mood and feel fine. • Welcomer goes ahead and leads the way. • The waiter offers to women the place by the table on the right side of men. • If the waiter is male, he helps to seat the ladies.

11. Meet, great and seat (II) • Ensure that children have high chairs and special attention. • If the guests sit down themselves, they can not be asked to replace the table. • Placing customers by the party booked table during the dinner is not appropriate without asking the sitting guests. • Usually single visitors are sat down by the single ones.

12. Menu presentation (I) • Menu is given unclosed from the left side of the guest. • Menu is given for everyone visitor, price- current of drinks is given one for one table. • Aperitif is offered to guests at the moment of giving menu. • The waiter pays the guests attention into own- brand and new dishes. • If the guests ask to recommend the dishes, the waiter polite responses to customers’ requests and helps to make decisions explaining the composition of starters and main courses.

13. Menu presentation (II) • In time of ordering the waiter stands in front of the guest. • Taking an order the waiter goes to everyone in a clockwise direction. • Once guests are finished giving the order, read it back to them to make sure it is right.

14. Recommending and selling (food and drinks/wine) • It is important for waiter to tell the guest about the features or specials of the day, how many dishes are cooked and ready that day. • The waiter must know dishes that take a long time to prepare. • The waiter must know to explain the composition and preparation of starters, main courses, desserts. • The waiter must not forget to offer mineral water or soft drinks.

15. Service of food and drinks (I) In a formal restaurant food should be served in the following order: - guest of honor, - female guests, - male guests, - hostess, - host.

16. Service of food and drinks (II) • Tables are correctly set according to enterprise standards and are finished to set according to the special customers’ requests. • The could soft drinks are served first of all, starters are brought later.Strong drinks are served with the dishes. • Serving a few persons at the table the waiter must bring the dishes of the same category for all. • If there is a fish or poultry course, should be the plate for bones on the right of setting.

17. Service of food and drinks (III) • Before the main course the waiter should check in once shortly to make sure there are no problems with the order or that the visitors have enough drinks or that they need anything else. • Always remove plates, silverware and glasses from previous courses before you serve dessert. If the guests do not order dessert, they are presented menu again. • Try to serve silently and insensibly.

18. Payment and farewell (I) • Accounts are organized and presented to guests on requests. The guests should never be kept waiting for his check. • Payment is taken from the host to the cashier, then receipt and change returned to the host. • Leave the change on the special tray and give thanks for visiting. • The individual orders are more confusing. In that’s case the waiter makes out the separate bills to everyone and brings to account individually.

19. Payment and farewell (II) • It is always a courteous practice to ask if any other services are desired. • Always thanks the customer for any gratuity tip with sincerity. • Pull out the chairs of the table to enable guests to move out comfortably. • Wish them warmly and request them to visit again.