Service & Hospitality

Service is the act of filling needs, wants and desires of the guest.

Hospitality goes beyond the service guest expect.

Service & HospitalityService

Clean tableClean silverwareClean dishesSafe foodHot foods hotCold foods cold

HospitalityHello & Goodbye Remember Guests

NameHang guests coats

upRemember where

returning guests like to sit and what they like to drink

Know exactly what your guest ordered

Anticipate guests needs

Attention to Detail

Server Job Description

Prepare Restaurant for Dining

Clock inCheck the floorplan/stationCheck tablesComplete opening sideworkHelp others if neededBe at meeting on time

Server Job Description

Maintain Food & Restaurant Safety & Sanitation

Clearing PlatesHandling GlasswareDishroom EtiquetteWash handsBack-out china

Server Job Description

Teamwork

Dining RoomFood RunningDrink RunningChinaSeating GuestsSidework

Server Job Description

Initiate the Dining Experience for Guests

Make guests feel welcome

Talk to guests first

Look at guests first

Be friendly

Sincere

Server Job Description

Help Guests Make Food & Drink Selections

Know your product

Get to know your guests

Offer your favorites

Offer house favorites

Compliment guest choice

Server Job Description

Ring Guest Orders in the Computer

Write down guest order

Repeat guest order to guest

Review your order before you send to the kitchen

Time the meal

Server Job Description

Serve the Meal

Know the plate

Serve ladies first…

Serve from the right

Order complete?

Ask questions

Check back

Server Job Description

Monitor the Meal in Progress

Drink Levels

Table Maintenance

Extras

No Interruptions

Server Job Description

Conclude the Dining Experience

Table completely bussed

Proper guest check placement

Thank guests

Tour

Server Job Description

Closing Duties

Inspect all tables in section

Specific closing sidework

Be checked-out by manager

Turn in check-out

Clock-out

ReliableCooperativePersonableHealthyClean & NeatKnowledgeableAttentive DiplomaticGood Managers

Qualifications for the Job Management looks for Employees who are

Employee Standards“Personal Appearance Fresh & Clean”

Your appearance as a server on the job gives guests their

first impression of you.

Guests may judge the restaurant on your

appearance.

Employee Standardsbefore you come to work

Uniform clean and pressed

Polished Black Shoes, Black Socks and Black Belt

Apron Creased, ticket book and tickets, 3-5 click pens

No perfume or aftershave

Hair pulled back above shoulder

Jewelry & Make-up Conservative.. No piercings

Positive Attitude

Smile

Know your menu

Have an opinion

Recommend menu items

Common guest allergies

Healthy choices

Before the Guest Arrives Study your Menu

Greet guests

Be aware of personal space

Inform guests of daily specials

Make recommendations

Approaching the Guest Table

Beverage Order

Repeat order to guest

Leave table with an upbeat comment

Approaching the Guest Table

Know your product & services

Recommend your favorite items

Point out house specialties

Making SuggestionsIncreasing the Guest Experience

Use a drink tray for all beverages

Bev-naps

Fill glasses full of ice for water/tea

Bring an iced tea spoon for tea

Replace watered down drinks

Serving Drinks

Pick up coffee saucers to pour coffee

Heat coffee Cup before serving

Offer a new cup if a guest has let their coffee get cold

Serving Drinks

Bistro hoursBaking FridayThe ingredients in every dishSpecial of the day or house specialtyRestroomParking

Answering Questions things everyone should know

Website informationHistoric Facts about the SchoolSpecial dinners that we may featureMenu Changes

Answering Questions things everyone should know

Clear dishes from the right of the guests with your right handWork quietly and efficientlyNever scrape or stack the dishes at the tableNever take more than you are able to handle

Clearing Dishes from the Table

For parties of two clear plates togetherFor parties of three or more clear dishes as the guest finishes their course

Before dessert is served remove all service ware except water glasses and coffee cups

Clearing Dishes from the Table

•Carry plates

•Serve coffee

•Handle glasses

•Carry a tray

•Handle flatware

•Serve bread

Right & WrongInteractive

Arrive to work with a positive attitude (3:45) Clock in

Complete Sidework

Avoid raising your voice to co-workers

Assist co-workers when they need help and you are not busy

Teamwork cooperate and work together

Priority is food running

Refrain from chatting or gossiping with coworkers in the dining room

If you are ill notify your supervisor as soon as possible

Teamwork cooperate and work together

Keep it positive

Talk about the weather, menu items

Avoid Negative CommentsAbout co-workers or the management

Specific problems in the kitchen or being short-staffed

Avoid the temptation to talk about your personal life

Appropriate Topics of Conversation

the art of small talk

•Remember their Name•Say Hello & Goodbye to each Guest•Be Sincere•Offer them Special Products we serve•Tell them “your favorites”•Walk the guest to the Restroom•Never point at Guests•Never interrupt their conversation

Make Guests Feel Important

Guest complaints are handled by a manager or chef

Step 1 Guest complains

Step 2 Server apologizes and gets a manager

Step 3 The server and the manager go to the guest together

Handling Complaints

Front & Back Service

Front Greet the guest

Welcomes the guest

Beverage Service

Explains the menu

Take guest order

Address the host by name

Back Delivers food

Pour Water

Bread Service

Pre-sets

Clear Plates

Reset table

Front Server Checks TablesCheck reservationsEnsure your table is clean

Table baseTable topChairs

Check each place settingFlatwareB&B plateNapkinGlasswareSalt & PepperSugar caddy

Back Server Opening Sidework

Polish flatware & glasswareEnsure menus are cleanExpo area stocked and cleanCoffee station—make tea & coffeeFill creamersFold/Stock napkinsCut lemonsButters—set up bread serviceBack out chinaEnsure classroom is tour ready by 5:30

Back Server Table Re-SetEnsure your table is clean

Table baseTable topChairs

Check each place settingFlatwareB&B plateNapkinGlasswareSalt & PepperSugar caddy

Front Server Closing SideworkBreak down bread stationBreak down water stationRe stock expo areaBring out all china and glasswareRestock hot tea service areaStore TeaWipe down tea urns & replaceStock coffee cupsBus Tables