Serving Guests – The Main Event Chapter 6 Highlights

1. Serving Guests – The Main EventChapter 6 Highlights Professional Service anticipates the guests’ needs and remains in control of the dining experience

2. The Three “R’s” of Glassware • Refill • Replace • Sell that second beverage before the entrée is served. • Remove • Always clear whatever is possible to give the guest maximum space at the table.

3. Reading the Table • Make that first approach count. • Get a sense of the guest when you first visit the table. • While there is a systemized way to offer service you must be flexible to each guest’s needs. • Be sure to watch for nonverbal clues too.

4. Standards of Service • To insure proper service each restaurant should have established “standards” that the staff strives for. The manager should check to see that these “standards” are being met on a regular basis. • Greet the table within 30 seconds to 1 minute after being seated. • Serve women (older to younger) then kids and finally men • For food serve left, clear right (RKR standard) • This is different than the book!

5. The Three T’s of Service • Technique • Do what you can to enhance the guest’s experience • Timing • MEP and cold food cold and hot food hot • Teamwork • Everyone suffers when one person neglects their work

6. The Sequence of Service • Different meal periods require different sequences. • Coffee offered right away at breakfast but not necessarily at lunch. • Menus offered after cocktails in fine dining at dinner

7. Greeting and Seating • Consider • Warm greeting • Take coats, umbrellas, etc for safety • Servers should help pull chairs • Extra place settings should be removed

8. Bread • When to serve bread should be consistent in the sequence of service. • Before or after order is taken depends on clientele and role of bread in the overall menu.

9. Beverage • Suggestive sell where possible • Use the “greet exit” • Identify the drink for the guest as it is served • Use cocktail napkins for tables without linen

10. Menu Presentation and Order Taking • Present Menu when first seated (RKR standard) • Order is taken from the right • Be sure to “sell” specials at the first visit to the table • Use seat numbers on order pad and use house approved abbreviations for menu items • Know the menu!

11. Wine Order • Generally taken after food order for matching purposes • Trained wait staff can make recommendations!

12. ASCEND • A powerful new system for increasing wine sales in casual restaurants. • http://www.globalaccounts.net/CA_additional_docs/Ascend-Web.pdf

13. Courses • Appetizer and/or Soup • Flatware mise en place and flatware carried on silverware transport plate (plate with folded napkin) • Main Course • Hold plate by rim, position protein at 6 o’clock, warn guest of hot plate • 2 minutes or 2 bites (RKR standard)

14. Courses • Salad • Use of show plate for appetizer and soup or salad when they are before entrée • May be served after main course • Don’t forget to offer pepper • Fruit and Cheese • French prefer fruit then cheese, small portions

15. Courses • Crumbing the table with crumber or napkin • Dessert • Cart, tray, or separate menu • Dessert sampler is a nice idea for a group and a great way to show off • After Dinner Drinks • Clear the table of anything extraneous.

16. Courses • Pipes, Cigars and Cigarettes • Laws are different in each state • The Check • Leave a sweet taste in the mouth of a guest with a mint • Know the law of doggie bags for wine • Say thank you for coming!

17. Summary • Establishing and enforcing standards for service make for a more pleasant guest experience • Communicating these standards is on-going • Flexibility is key to guest happiness