1. Restaurant Service ProStart Chapter 4

2. THE TWO DIMENSIONS OF QUALITY SERVICE PROCEDURAL PERSONAL THE ARENA OF QUALITY SERVICE Room for Improvement © William B.Martin

3. Personal Procedural THE FREEZER © William B. Martin

4. THE FACTORY Personal Procedural © William B. Martin

5. THE FRIENDLY ZOO Personal Procedural © William B.Martin

6. QUALITY CUSTOMER SERVICE Personal Procedural ©William B. Martin

7. Table Service American/German Plate Service English Family Style French Cart Service Russian Platter Service

8. Service Styles American/PlateEnglish/FamilyFrench/CartRussian/Platter Final PrepKitchen Table SideKitchen Menu PriceAverage $$ Highest $$Second Highest $$ Table TurnAverageQuickestMost timeAverage Space15 sq feet per guest18 sq feet per guestSmall table, large aisleLarger Table Quality/Portion ControlMostAverage, can give too much LeastAverage, can give too much Labor CostFront Average Back High Front Average Back High Front Highest Back Lowest Front High Back High/Average Training CostLowLowestBack low Front high Lower than cart, but extra skill = extra $$ Table Cover (table setting) Primary course, salad, entrée 4 max Primary course Salad, entrée Minimal 1 st course onlySet ahead for entire menu Serve/CleanServe left Clear right Guest serveServe and clear right

9. Tableware Spoons

10. Tableware Forks

11. Tableware Knives

12. Server or Station Which of the following items should be carried by the server and which should be found at the service station? MatchesCorkscrew MenusPen Water glassesSilverware CondimentsNapkins

13. Service Sequence Welcome guest Place napkin in lap Pour water Present menu Inspire-Entice-Inform Take beverage/appetizer order Serve beverage/appetizer Take food order

14. Service Sequence Continued Remove appetizer dishes Serve breads Serve salads Remove salad dishes Serve entrée & accompaniments Check with guests Clear tables/crumbs Take dessert order Present guest check