Goal 3.01

Service Basics

STAFF

greets and seats the customersmakes reservationsmanages the waiting listask how many will be diningapologizes if there is no available tabletells the customer how long the wait

will becrosses off the name after seating a

customer

Host

lead the customers slowly to the table

present menusin fine dining- pull out chair to

seat customersget booster chairs or high chairsmake sure seating is suitablemove slowly/do not make

customers feel rushed

When Seating a Customer

Represent the foodservice operationsell the menuserve the menu skillfullyreceive payment from the customergood communication/interpersonal

skillsset the tone for the dining

experiencehelp server make beverage and food

choicesmust know menu, ingredients, and

preparation methods

Server

maintain an inviting tablekeep service station stockedsometimes serve water and breadclear the table after customers are

finished or between coursescleans and resets the tablekeep dining room tidy

Busser

correctly reads the amount of the bill, processes payment, makes change

thank customers for their patronage (spending money at a business)

offer to go items (cakes, pies, dressings, sauces, syrups)

Cashier

positive attitudeneat and clean appearancegood communicationthorough job knowledgeability to manage time wiselyability to resolve customer complaints

by positive meanslook for ways to save time and energy

(use of time and motion)

Service Skills

take pride in your workbe cheerfulresolve conflicts in a positive wayshow courtesy to all stakeholdersnever argueno conversations with coworkers

in front of customerscustomer is always right

Attitude

clean and pressed uniformshoes cleaned and polishedno nail polishminimum jewelryproper undergarments

Personal Attire

Get enough sleep.Work out to increase strength.Lift heavy objects with legs not back.Stay home if sick.Keep hair pulled back.Keep hands clean and fingernails trimmed and

cleaned.Make sure breath is fresh and teeth are clean.Use deodorant.Do not wear heavy perfumes/colognes.

Personal Health and Hygiene

Speak slowly, clearly, and loud enough to be heard.

Face customers when speaking to them.Keep a professional, pleasant, and friendly

tone.Do not chew gum, eat, or drink while you

serve customers.Do not lean, slouch, or stand around with

your hands in your pockets.Do not touch your mouth, nose, or hair while

serving customers

Communication and Teamwork

Types of Dining

attracts people who like to eat out, but not interested in a formal atmosphere or high prices

enjoy a relaxed environmentmid-range pricesfamily style restaurants- traditional, child

friendlyneighborhood restaurants-lunch counters/ coffee

shopsgrills and buffets-self service meals at budget

prices (trayline service or counter service)

Casual

recreate a time or placesport memorabilia, indoor waterfallfun, unique atmospheredecor more important than the foodmoderately pricedfood could relate to the theme

(Melting Pot)

Theme Restaurants

excellent foodelegant décorsuperior servicepriceychef recognition

Fine Dining

fast foodfood courtlimit menusspeedy serviceexact standards/factory like

production

Quick Service