Goal 3: Demonstrate customer service skills. Service Skills: A Servers Roll Goal 3: Demonstrate customer service skills.

Front-of-the-House (FOH): Anywhere the Customer Can Go Four Functions of FOH: Show Serve Sell Collect The Server: Functions of a Server: Serve Sell Represent

Greeting Customers Give the customer a moment to adjust to his/her surroundings before approaching the table. Smile and maintain good eye contact with each customer. Say “good morning”, “good afternoon”, or “good evening”.

Table Numbers and Position Numbers: Tables are numbered in dining room To facilitate effective communication Fixed Point A set point in the room which determines where position number one is located. Focal Point: Point of access at a table for service/could be a door or a wall in the restaurant 4 1 2 3 3 4 2 1 2 1 3 4 Booth Banquette Free Standing

Taking the Beverage Order first point of service repeat the order to each customer to confirm it use position numbers to serve correctly (use numbers in the clockwise position) present the wine list

Water Service place water glasses above the entrée knife and in line with its tip Do not allow the serving pitcher to touch the top of the customer’s glass. Fill glass ½ inch from the top. Do not allow customers’ glasses to be less than 1/3 full. Do NOT touch the top of the customers’ glass.

Cold Beverage Service milk, iced tea, soft drinks, juice, water served on a small, beverage tray Make sure everything is clean. Use beverage napkins for each beverage if the table is not covered with a cloth. Arrange glasses so that the beverage served first is closet to the rim of the tray. The tallest and heaviest glasses should be in the center of the tray for balance.

Adjust the positions of the glasses on the tray as they are served. Carry trays at waist level and with your left hand under the center of the tray. Use your right hand to place the beverage on the customer’s right. Do not hold the tray between you and the customer or you and the table.

Handle glasses from the base or as low as possible. Never touch the top of the glass. Ask customer if he/she would like another when the glass is 2/3 full. Remove the empty glass before serving a fresh beverage to the customer. If the glass is not yet empty, ask the customer if he/she would like you to remove it.

Hot Beverage Service coffee, hot tea Warm the cup or mug before placing it in front of the customer. The set up for coffee or hot tea must be completed before the beverage is served. Set up for coffee: cream, sugar, cup and saucer, or mug, and teaspoon Set up for tea: tea bags, carafe of hot water, sugar, honey, cup and saucer, or mug and teaspoon Pour from the customer’s right side with your right hand.

Selling the Menu Servers must know the descriptions, ingredients, and prices of all regular and special menu items. Servers must be help customers with dietary requirements or allergies. Servers must be able to identify seasonings and cooking methods of menu items. Servers should encourage customers to try new menu items. Server should increase sales with highlighting, open-ended questions, and upselling.

Highlighting- emphasize a particular menu item/have enthusiasm when describing the food Open-ended Questions- do not ask (Would you like something to start with?))/ask specific questions (What would you like to start with?) Upselling- suggest a larger size or better quality

Taking the Order use the same position numbers that were used for taking beverage orders Listen carefully to each customer. Smile, maintain eye contact, and use a pleasant tone of voice. Take one customer’s complete order and then confirm the order. Take the menu from each customer after you have taken the order.

Writing the Order Write quickly and clearly. Use abbreviations that are understood by the necessary people. Label the order appropriately. (table number, customer’s position number) Label degree of doneness, salad dressing, special instructions)

Transmitting the Order point-of-sale system- computer system for placing orders verbal ordering handwritten ordering

Electronic Ordering fewer errors- orders are sent to the correct station (cold food to the pantry/hot food to the hot line) increased efficiency- organized/easy to read better marketing- can add messages to receipts theft reduction- computer account of order