Off Premise Catering Chapter 8 – The Show

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

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

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

Common Service Complaints Broken Promises Rudeness Indifference Not listening Negative attitudes

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

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

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

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

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

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

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

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

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

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

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

Buffets and Food Stations One Buffet or food station per every 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

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

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

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.

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