Off Premise Catering

1. Off Premise Catering Chapter 8 – The Show

2. The Show • Importance of Client Service • Role of the Supervisor • Table Setting • Buffets and Food Stations • Proper Service Techniques • The Importance of the off premise catering Kitchen

3. Client Satisfaction • Means repeat Business • 4 of 5 dissatisfied guest will not complain to the caterer or a staff member • For every 10 dissatisfied guests, 7 will tell 20 others

4. Creating a Successful Event • Service must be efficient • In keeping with the event Good Service is a matter of opinion or perception Miscommunication is often at the center of any service problems

5. Common Service Complaints • Broken Promises • Rudeness • Indifference • Not listening • Negative attitudes

6. Basic Rules for A Customer Service System • People before paperwork • Always be courteous • Remember your manners • Train your staff to be responsive • Answer phones and return calls quickly • Deliver proposals promptly • Be flexible • Deliver what you promise

7. Food Quality is important but not the only thing • Caliber of the service staff • Table decorations • Ancillary services such as DJ • Did the event reflect well on them? • Were the staff sincere

8. The Role of the Supervisor • Management by walking around • Oversees unloading of equipment • Ensures kitchen is stocked and ready • Directs counts of equipment and service items • Supervises set up team – Diagram • Sets up the “model” table • Ensures that event is set up at least 1 hour prior • Keeps service on schedule

9. The Supervisor • Should have recipe cards and ingredients for all foods • Meets with the client to go over the event, in detail. • Complete discussion of menu and beverage service • The Schedule of Events • Restroom locations • Service procedures • VIPs or other notable guests and special arrangements

10. During Events • Keeps the service on schedule • Staff get short breaks (depending on length of the event) • Walks the floor • Anticipate possible problems • Checks in with staff regularly

11. After the event • Breakdown can begin after the guests leave • Count all equipment, make sure it is loaded properly • Deal with leftovers according to contract • Bag trash and dispose of properly • Check out staff • Collect any balance due • Return safely to commissary

12. Meal Service • Have the room set up at least 1 hour prior to event • Food does not have to be out • Client is assured things are going to plan • Allows time to solve problems • Gives staff time for a break and to freshen up • Allows for a staff meeting/event review • Safety check on equipment

13. Table Set • The way the table is set will vary by: • Meal Type • Style of Service • Food being served • Time allowed for event • Speakers, presentations

14. Serving Procedures • Butlered Hors d’oeuvres • Know the name of the food and its ingredients • Warn if hot or spicy • Always smile • Carry cocktail napkins in free hand • Always return to kitchen with dirty glasses or dishes • Keep the tray looking neat • If food is to be served hot, return to kitchen in 5-10 minutes • When the tray looks depleted, return for more • Try to take different paths when passing

15. Serving the meal • Servers and Runners – • Russian Service • English Service • American Service • Service • Serve food from left with left hand • Always serve female guests first – oldest to youngest • Clear from right using the right hand • Serve beverages from right • Never reach in front of guests • Don’t make unnecessary noise • Never touch flatware on the plate • Replenish water glasses frequently • Table numbers and unused place settings should be removed when all guests are seated • Don’t break down until guests have left

16. Serving the Meal - Courses • Pour or serve beverages • Serve hot bread or rolls • First Course (if not pre set) • Each course should take 15 -20 minutes to serve, eat and clear • Following courses The key to excellent service is excellent timing

17. Buffets and Food Stations • One Buffet or food station per every 50 -75 guests • Each main dish will need 24” of space on the buffet table • Skirt or cover the backs of the tables if they can be seen • Bring extra bowls, props, utensils, dishes and platters, especially chaffing fuel • Determine the system of replenishment

18. Hot Dishes • Chafing dishes should be filled with water (preferably hot) as soon as they are set up • Light Fuel at least 45 minutes before event • Be safe – have a fire extinguisher • Food must be kept hot – keep covered when not serving

19. Buffet Service • Instruct staff on proper portion sizes – use measured service items • Carvers should be instructed on the number of orders that should come out of a cut of meat • Servers who are cooking should know ingredients and procedures • Once a container is half empty – it should be replenished

20. Break Down • Never break down food stations until directed by the supervisor • Consolidation of duplicate stations, if done discreetly, is a good way to begin • If in doubt, check with client • Never break down tables or remove linens before all guests have left.

21. Next Week – • Quiz Chapter 4 & 8 • Project Assignment - Interview