1. Keys to Guest Service

2. Common Rules of service
Comfort & Safety of the guest is the first concern
Serve children first, then women, then men
If special occasion: Guest of honor first, host last
Always clear from the right
Serve beverages from the right
Do not clear plates until everyone is finished with that course
Never remove coffee or water glass
Never reuse flatware
Don’t stack plates from the table

3. Roles of a server The sales person The representative
upselling, open ended questions, highlights
The representative
The skilled server has:
Positive attitude
Good appearance
Good communication skills
Knowledge
Timeliness

4. How to describe food Cooking method Food product Precooking prep
How it is served
Garnish
Sides

5. Allergies Know the menu description Double check with chef
Write it on the check
Remind the expeditor
Re-assure the guest when presenting

6. Service to children Ask if a booster or highchair is needed
Ensure seats are clean
Remove sharp objects, and glassware
Bring activities to the table
Ask parents if child food should be delivered first
Clean under the table after they leave

7. Service to guests with disabilities
Owners are legally responsible to make certain accommodations.
Space for wheel chairs
27” table top clearance
30” table width
6 feet between tables minimum
Ask the guest what they need
Do not assume they want or need help

8. POS Systems Computerized System for ordering food
Used by FOH to communicate needs to BOH
Easier, Faster, More Accurate than Previous Systems
Verbal
Written

9. Advantages to POS Touch Screen
Transmits order to proper station
Server can place drink & food orders at the same time
Orders always legible & organized
Printing & Accuracy of Guest Check
Reduces Employee Theft
Inventory – Manages & Informs Server of 86
Detailed Records for all Departments
Beverage
Food
Server Sales Reports

10. What is Entered? Server Code – with table # & time order is placed
Items Ordered – How Many of Each
Modifications & Serving Sequence
Which Guest Gets What – Position #’s

11. Service Styles

12. Classical French Most elegant and elaborate style.
More labor intensive and time consuming
Teamwork is used called the Brigade system
Tableside service is used, therefore special equipment is required
Preparing dishes in the dining room leaves no room for error
The entire staff must work together

13. General rules of French service
All food and beverages are served from the right, with the right hand
All food is cleared from the right except bread and butter
Servers always walk around the table in a clockwise direction
Not all food is prepared in the kitchen
Food may be prepared or plated tableside using a gueridon

14. General rules of French service
Plates prepared in the kitchen must arrive when tableside plates are ready
Plates may be presented under a dome cover, called a sous cloche
Use of show plates and service plates are used
Show plates are removed one the guest has ordered and replaced with service plates

15. Advantages Very personalized Very elegant and stylized
Food is prepared with finesse and flair

16. Disadvantages More servers are required, more labor
Highly skilled servers required
Costly equipment is needed
Fewer seats available in the dining room
Takes longer to serve the guests, therefore fewer table turns
Menu prices are higher to cover the costs

17. The Brigade Chef de Service Dining Room Manager Hires and trains staff
Ensures proper set up of the dining room
Dining room inventory
Orders supplies
Supervises reservations
Schedules
Seats guests
Customer complaints, issues

18. Chef de Rang Captain Tables are positioned correctly
Equipment is ready
Greets guests
Is attentive to verbal and nonverbal communication of the guests
Prepares food tableside
Takes the orders

19. Commis de rang Front waiter Responsible for service Beverage order
Opening wine
Assisting table maintenance
Flatware

20. Commis De Suite Back Waiter
brings all food from the back to the service area
Presents platters
Coordinates orders with the chef

21. Commis Debarrasseur Busser Bread, butter, water Clearing table
Resetting table
*note- in most European countries, bread is served upon request

22. Sommelier Wine Steward Selling and serving wines
Helping guests chose wine
Wine inventory
Pricing wines

23. Tableside Preparation
Assembling
Saucing or garnishing
Sauteing, Flambeing
Carving, Deboning

24. American service Serve solid food from the left, with the left hand
Serve liquids from the right with right hand
3. Exceptions
Booths
Obstacles
Banquets

25. Booth Service Serve the back of the table first
Serve the left side with the right hand, right side with the left hand

26. Russian service Formal banquets, Elegant restaurants
All food is completely prepared and portioned in the kitchen
Servers have a clean towel draped over their left forearm
Beverages and empty plates are placed to the right of the guest
Counterclockwise
Served with the right hand from the left of the guest

27. Family Style Placed in the center of the table
Appropriate serving utensil placed to the side of the dish
Guests serve themselves, and pass the food

28. Advantages of Family Service
Cost effective
Sense of good value
Helps maintain informal atmosphere

29. Disadvantages Lacks service No expertise in plate presentation
Portion control is minimized
A lot of waste

30. Butler Service
Server carries the hors d’oeuvre tray and presents the guest with a napkin
Napkins fanned in a spiral and held in the right hand
Appropriate toothpicks and frills
Tray jacks and stands must be provided