Serving Guests The Main Event Chapter 6 Highlights

1
Serving Guests The Main EventChapter 6
Highlights

• Professional Service anticipates the guests
  needs and remains in control of the dining
  experience

2
The Three Rs of Glassware

• Refill
• Replace
• Sell that second beverage before the entrée is
  served.
• Remove
• Always clear whatever is possible to give the
  guest maximum space at the table.

3
Reading the Table

• Make that first approach count.
• Get a sense of the guest when you first visit the
  table.
• While there is a systemized way to offer service
  you must be flexible to each guests needs.
• Be sure to watch for nonverbal clues too.

4
Standards of Service

• To insure proper service each restaurant should
  have established standards that the staff
  strives for. The manager should check to see
  that these standards are being met on a regular
  basis.
• Greet the table within 30 seconds to 1 minute
  after being seated.
• Serve women (older to younger) then kids and
  finally men
• For food serve left, clear right (RKR standard)
• This is different than the book!

5
The Three Ts of Service

• Technique
• Do what you can to enhance the guests experience
• Timing
• MEP and cold food cold and hot food hot
• Teamwork
• Everyone suffers when one person neglects their
  work

6
The Sequence of Service

• Different meal periods require different
  sequences.
• Coffee offered right away at breakfast but not
  necessarily at lunch.
• Menus offered after cocktails in fine dining at
  dinner

7
Greeting and Seating

• Consider
• Warm greeting
• Take coats, umbrellas, etc for safety
• Servers should help pull chairs
• Extra place settings should be removed

8
Bread

• When to serve bread should be consistent in the
  sequence of service.
• Before or after order is taken depends on
  clientele and role of bread in the overall menu.

9
Beverage

• Suggestive sell where possible
• Use the greet exit
• Identify the drink for the guest as it is served
• Use cocktail napkins for tables without linen

10
Menu Presentation and Order Taking

• Present Menu when first seated (RKR standard)
• Order is taken from the right
• Be sure to sell specials at the first visit to
  the table
• Use seat numbers on order pad and use house
  approved abbreviations for menu items
• Know the menu!

11
Wine Order

• Generally taken after food order for matching
  purposes
• Trained wait staff can make recommendations!

12
ASCEND

• A powerful new system for increasing wine sales
  in casual restaurants.
• http//www.globalaccounts.net/CA_additional_docs/A
  scend-Web.pdf

13
Courses

• Appetizer and/or Soup
• Flatware mise en place and flatware carried on
  silverware transport plate (plate with folded
  napkin)
• Main Course
• Hold plate by rim, position protein at 6 oclock,
  warn guest of hot plate
• 2 minutes or 2 bites (RKR standard)

14
Courses

• Salad
• Use of show plate for appetizer and soup or salad
  when they are before entrée
• May be served after main course
• Dont forget to offer pepper
• Fruit and Cheese
• French prefer fruit then cheese, small portions

15
Courses

• Crumbing the table with crumber or napkin
• Dessert
• Cart, tray, or separate menu
• Dessert sampler is a nice idea for a group and a
  great way to show off
• After Dinner Drinks
• Clear the table of anything extraneous.

16
Courses

• Pipes, Cigars and Cigarettes
• Laws are different in each state
• The Check
• Leave a sweet taste in the mouth of a guest with
  a mint
• Know the law of doggie bags for wine
• Say thank you for coming!

17
Summary

• Establishing and enforcing standards for service
  make for a more pleasant guest experience
• Communicating these standards is on-going
• Flexibility is key to guest happiness