1. Section 5.1 Service Basics
It is important to know how to provide quality customer service.
Quality customer service can bring back satisfied customers.

2. The Service Staff
Quality customer service from the service staff goes a long way toward establishing a restaurant’s reputation among potential customers.
reputation
The overall quality or character of a person or business.

3. The Service Staff Service team members:
The host is in charge of the reservation system and keeps track of the waiting line.
host
The employee who greets the customers by smiling warmly and welcoming them.
reservation
An arrangement to have a table held for a customer at a specific time.

4. The Service Staff Service team members:
The server represents the operation, sells the menu, uses time and motion wisely, and receives correct payment.
server
The service staff member who has the most contact with the customers.

5. The Service Staff Service team members:
The busser serves bread and water, and clears and resets the tables.
busser
A foodservice worker who helps maintain an inviting table and keeps the service station stocked with supplies.

6. The Service Staff Service team members:
The cashier is often employed at busy, informal, or family-style restaurants.
cashier
The employee who correctly reads the amount of the bill, processes the payment, and makes change.

7. Service Skills All service staff should have: a positive attitude.
a neat, clean appearance.
good communication and teamwork skills.
thorough job knowledge.
the ability to resolve customer complaints positively.

8. Beverage Service Ice Makers Always use a metal or plastic scoop.
Do not leave the scoop in the ice.
Do not use the ice to chill food or other objects.
Can you think of other situations where you might work with ice scoops?

9. Beverage Service
Cold beverage equipment includes soft drink machines using the bag-in-the-box or the tank system.
tank system
A system where two plastic lines are connected to each carbon dioxide tank in a soft drink machine. One leads to the CO2 tank and allows it to pressurize the soda syrup. The other line permits the soda to pass to the dispensing gun.
bag-in-the-box system
A cardboard box with a bag of concentrated soda syrup inside.

10. Beverage Service
Hot beverage equipment includes coffee makers, espresso machines, and tea makers.
espresso
A beverage made by forcing hot water and steam through finely ground, dark-roasted coffee beans.

11. Section 5.2 Serving Customers
The servers have a key role in how the customer rates his or her dining experience.
This section will teach you about the role of servers and how their duties should be performed.

12. Opening Service
The server plays a key role in how the customer perceives his or her dining experience.
The server makes sure the cover is clean, greets customers, and serves the beverages and/or water first.

13. Opening Service When taking the order: Greet customers.
Take beverage orders first.
Use numbered positions to remember orders.
Sell the menu.

14. Opening Service Three ways to place an order in the kitchen:
write out a customer check
recite the order from memory
use a computerized point-of-sale system
point-of-sale system
A system involving a computer that has either a number or a button code for each item on the menu that sends the order to the kitchen.

15. Opening Service Advantages of point-of-sale computer technology are:
fewer errors
increased efficiency
better marketing
theft reduction

16. Serve the Order
Most restaurants use hand service in serving the order, which requires more teamwork.
Tray service is used primarily in banquet service.
tray service
Bringing dishes to the table at the same time on a large tray.
hand service
Bringing dishes to the table without using a tray.

17. Serve the Order
There are separate guidelines for serving each of the six courses in a meal:
bread, appetizer, soup, salad, entrée, and dessert
appetizer
A small portion of hot or cold food meant to stimulate the appetite that is served as the first course of a meal.

18. Serve the Order
During the meal, the server should check with customers to see whether they are satisfied.

19. Calculate Customer Checks
Accurately list and check charges on the check.
Give the check to host of the party or place it in the center of the table.
Tips are given for good service and based on 15% to 20% of the check total.
Have you ever had to evaluate the service skills of others?