1. Service Service Service

2. Quality customer service is very important to a restaurant business. ◦Gives the reputation to a business. ◦What is reputation?

3. Reputation is the overall quality or character of a person or business. What could ruin the reputation of a restaurant?

4. Service Positions

5. The Host This is the employee who greets customers by smiling WARMLY and WELCOMING them. ◦It is always good to recognize frequent guests.

6. Host Responsibilities How many will be dining? Would you like to be on a waiting list? Identify the wait time and call customer’s name. Cross names off when seated

7. Server This is the service staff member who has the most contact with the customers. Server has four tasks: ◦A.) represent the foodservice operation ◦B.) sell the menu ◦C.) serve menu items skillfully ◦D.) receive correct payment

8. Server other responsibilities Service staff members often responsible for a group of tables. This is call a SECTION or STATION.

9. Busser Helps maintain an inviting table and keeps service station stocked with supplies. *The service station is where supplies are kept for service staff to reset. The busser or server will clear the table between courses of a meal. When should dishes be cleared?

10. Cashier This is the employee who correctly reads the amount of the bill, process the payment, and makes change.

11. Service Skills A positive attitude A neat and clean appearance Good communication and teamwork skills Job knowledge and the ability to manage time wisely Resolve customer complaints by positive means.

12. Positive Attitude Do not allow a difficult person to affect your attitude. You must not be visibly upset. Take pride in your work Be cheerful. Resolve complaints happily. Never argue with a customer. Is the customer ever “wrong”?

13. Personal Attire Personal attire gives a good impression of both the food service establishment and themselves. Be sure your uniform fits properly Keep shoes cleaned and polished Keep nails trimmed and neat TAKE A BATH Keep jewelry to a minimum

14. Personal Health Maintain good physical and mental health. Get enough sleep If you have a fever, a cold, or vomiting…STAY HOME. Illness can spread through food service establishments quickly.

15. Personal Hygiene Keep hair pulled back and out of the way. Keep your hands clean. Wash frequently…people are always watching. Keep fingernails clean and neat. Be sure teeth are clean and breath is fresh. Use body deodorant DAILY. Do not wear heavy perfumes or colognes.

16. Opening Service Greet customer Take the beverage order Serve beverages Sell the menu ◦Talk about specials; highlight different parts of menu; recommend personal favorites; upsell

17. Opening Service Take the order ◦Write the order, transmit the order, electronic ordering. Serve the order ◦Hand service or tray service (what is the difference).

18. Opening service With serving the food there is course service— That is bread service, appetizer service, soup service, salad service, entrée service, and dessert service.

19. Assignment for today Imagine you are a host and service is running behind. You are unable to sit a customer with a reservation. She has been waiting 20 minutes and is angry. She is demanding that she be seated immediately, but you know it will be another 10 minutes. Write out 2 ways to handle this…one good way and a bad way.

20. Practice PRACTICE SERVING Divide into teams at your table. Gather all the supplies you need for a table setting. Assign duties for each person to role play about the dining experience. Prepare for service. Role play out the dining experience.