Ponte, Jr. Tsen -- 9. Beuchat -- Humphreys and G. Stewart -- Hayes -- Sinskey -- Bothast and K. Smiley -- Then gentlemen 3. Host last 4. The method for carrying this out correctly is given below: 1. Always carry out a temperature check for plates before carrying to table. Cover the palm of your hand with one end of your service cloth.
Place the plates in that covered palm and wrap the rest of the cloth round the plates. On reaching the table, wipe the top plate, and then pick it up using your thumb and fingers on the rim. Place the plate carefully in front of the guest, bending your knees slightly and leaning gently forward.
Place the plates onto the table following any establishment procedures. For instance, if the plates were decorated with a company crest or logo, the plate would normally be placed so that the crest is at the top of the cover.
For delicate flat items, such as fish fillets or omelettes, two splayed-out service forks or fish knifes are sometimes easier to use. Some dishes involve special service equipment such as tongs, sauce ladles, etc. Service from Platter 1. The correct cover cutlery set-up required is laid prior to the food item ordered being served.
The service cloth is folded neatly as a protection against heat from the serving dish. The fold of the cloth should be on the tips of the fingers. This is to show off the chef's artistry in presentation. The serving dish should be held a little above the hot joint plate with the front edge slightly overlapping the rim of the hot joint plate.
The portion of food is placed in the 'six o'clock' position on the hot joint plate. When moving to serve the second portion, the flat should be rotated on the service cloth so the next meat portion to be served will be nearest the plate.
Note that the portion of food served, on the plate nearest to the guest, allows ample room on the plate to serve and present the potatoes and other vegetables attractively. If vegetables are being served onto separate plates, then the food meat is placed in the middle of the plate.
Silver service is done from the left hand side of the guest in a clockwise direction. Briefing is conducted by the supervisor at the beginning of each work day and it involves all supervisory level staffs from related departments. It is a daily routine performed in the presence of all the work related staffs followed by Mis-en-scene and Mis-en-place.
Importance of briefing: 1 Helps the staff to know the special assignments of the day. When briefing is completed, the shift supervisor may allocate specific task to a specific person.
It may vary from place to place depending on type of restaurant and scale of operation. These include extra crockery, cutlery, glassware, linen, ashtrays, condiments, folder for presenting the bill and other items needed by that particular restaurant.
It is your duty to prepare the tables in your station for service. Table setting Procedure 1 Check if the tables need to be in any specific arrangement. This minimises trips to sideboards. It involves teamwork and each member of the team is dependent on the others to complete their duties correctly. There are different types and sizes of tables. For example, two tables of two seats can be combined together to accommodate four guests. You should always ensure that the correct size of tablecloth is used, using two if necessary, to cover the table completely or in accordance with house standards.
In a restaurant where tablecloths are used, it is important that the tablecloths are clean, free from tears and damage and overall, maintained and in good condition. Old, worn or damaged cloths should be removed from circulation and replaced with new ones. It is also important to lay tablecloths correctly. This is a skill, which you will need to learn. Lay the tablecloth as follows 1 Check that the table is clean, steady and in the right position.
Check that you have the right size tablecloth to fit the table, for example, 54" x 54", 54" x 72", 54" x ". If necessary, set aside defective linen and replace. Whether the meal is Western, Asian or other will also determine the table setting.
Each of these will require a different setting. In this case, the place setting is laid up with cutlery for all the courses or menu items. For example, if the menu has soup, then fish, then a roast, followed by dessert, then a soup spoon, fish knife and fork, dinner knife and fork and dessert gear will be laid on the setting. This ensures that you handle them correctly and also allows you to give them a final polish as you remove each one. The space between joint knife and joint fork should be about 23cm and cutlery should be placed 2,5cm in from the edge of the table.
They should be lined up evenly with each cover. Spacing of all items should be the same. This is therefore a very simple setting consisting of only the basics that guests are likely to need.
Items of cutlery and glassware may be added or removed, depending on the order. You must always check cutlery against food ordered and bring this to the table after the food order has been placed. Breakfast setting Setting up for Breakfast Service: 1 Check table-cloth is clean and replace if necessary. Cup is placed up-side-down on the saucer. The cup is placed right side up. The following is an example of laying a tray for breakfast: 1.
Check room number, time and order before assembling tray. Check that tray or trolley is clean - top, underside and edges. Lay-up the tray or trolley as shown in the picture below. Ashtrays and under liners are left off to spare space and to avoid spillage and accidents. Check salt and pepper shakers are filled and clean. Place items so they are convenient for guest to use, e. Turn spouts away from food and from you. Don't overfill pots.
This will protect you if any hot liquids should spill. Hot items are last to go on the tray or inside the heater in the trolley, to ensure that they have least time to cool. There are many forms of serviette folds. The simpler folds are used in everyday service and some of the more complex and difficult folds may be used on special occasions such as luncheons, dinners, and weddings.
Serviettes must be kept clean all the time. As with tablecloths, old or damaged serviettes should be removed from circulation. Flower Arrangements and Table Decorations Usually these are prepared by the Housekeeping Department or by an outside company.
Fresh flowers need to have water changed daily. Vases should be emptied and washed regularly and check for insects. These doors are designed so that an "In" door does not allow exit and an "Out" door does not allow entrance.
This is a safe working practice as it facilitates the safe movement of staff from one area to another and prevents wait staff bumping into each other when travelling between the kitchen and restaurant.
The service sequence is integrated into guest circle. The guest circle consists following activities: 1. There is usually a simple sequence of events that should occur when a guest enters a restaurant. This sequence is called the 'meet-greet-seat' sequence, which means that you first meet the guest; then greet them and finally, show them to their seats.
Or alternatively, if you are the hostess, introduce the server by name. The action of escorting guests to their seats is called "seating a guest" which is an important action to make guests feel welcome and not let them wait. This is good guest service. Care should be taken when receiving an order to ensure that the guest's instructions and requests are understood and communicated accurately to the kitchen or bar. Table number 2. Number of covers 3. Date and time of order 4. Table No.
Time Items Quantity 1 2 3 4 5 6 7 8 9 Waiters Name :. Signature Make sure before presenting the menu that it is clean and up to date. You should always study the menu in advance and be familiar with all menu items.
Offer the wine list to host along with food menu, for example, "You might like to look at the wine list, Sir", using the name of the guest if you know it. Approach table again - offer to take the order. Have duplicate or triplicate docket book and pen ready.
Describe menu items and offer suggestions if appropriate, or requested. Be accurate when describing items. To achieve this, you will need to know your product. Identify guest menu choices: When taking the order in a clockwise direction.
This will help you to remember which dishes each guest ordered. Your restaurant should have a standard as to which seat is the number 1 position. Starting at the number position, list the starters, moving around the table in a clockwise direction.
Take order only as far as main course. You will take orders for sweets and coffee later. Write clearly and legibly. Ask guests for cooking instructions where relevant, for example, "How dium, or well done? Repeat order to guests to check accuracy. Thank guests and remove menus. Take the order for wine and beverages if applicable.
This ensures drinks will be served at correct time and temperature. Use separate BOT bar order ticket. Serve the beverages first, followed by the starters, soups and main courses. When guests have finished main course, present menus to see if they require any desserts or coffees. Take orders for sweets and coffee. Placing Food and Beverage orders in the relevant areas. Serve Did you know? Waiting time One of the most common complaints that guests have in restaurants concerns the amount of time they have been kept waiting - either for service or for food or drink.
Waiting time must be kept to a reasonable minimum between courses. If guests are kept long without food or drinks, it gives them sense of not being cared and gives the establishment a bad name. Guest Bills It is usually the responsibility of the cashier to open and maintain the guest bill. However, the server has a very important role to play to ensure that accurate information is given to the cashier in a timely manner.
The bill is then totalled. Note: Before presenting the bill to the guest, check if it is correct. Methods of Payment 1. Cash While cash may be the easiest form of payment, it is also easiest form of money to be stolen or mislaid, so great care should be taken when handling cash. Credit and Charge Cards Many people like to pay by credit or charge card. Credit and charge cards allow guests to pay bills without having the actual cash with them.
The restaurant receives payment from the credit or charge card company, which, in turn, recovers the cost directly from the guest at their home address. Card companies charge the hotel a commission for each transaction, which is a percentage of the total bill.
Commission charges are higher for charge cards than for credit cards. The cashier should know which cards the restaurant accepts, and the procedure for processing them. The most commonly accepted credit cards are: Visa MasterCard These are both credit cards. They can be issued by a wide variety of different banks from all over the world but must have the distinctive Visa or MasterCard symbol on them.
Cardholders have a limit to the amount they can spend on the card. Generally, there is no limit to the amount, which can be charged against such cards. Commonly used charge cards are: American Express Diners Club Charge cards may come in different colours American Express or Amex is issued in blue, silver, gold, platinum and black but the design and symbols on them are the same. All credit and charge cards have the name of the owner stamped in raised print on them together with a unique card number and expiry date.
These are all important details, which must be checked for security reasons. Credit card fraud remains a real problem internationally so great care should be exercised when accepting payment by this means.
It is increasingly common for this to be undertaken by means of a "swipe machine" which is computerised and will obtain authorisation for you - it will display an "accept" sign when the card has been checked. Both these procedures are important to counter fraud. If the date is after that printed on the card, it should not be accepted. It is not acceptable to use a card unless it belongs to you and the signature on the card is that of the person using it.
This is a vital check to avoid fraud. It is important to complete the whole transaction openly in front of the guest because many cardholders are very concerned about fraud. The guests should receive a farewell and invitation to return to the establishment. It is also necessary to assist guests with their chairs and coats if applicable. It marks the official end of the shift for that staff member. Usually, it also marks the beginning of a shift for another staff member. It requires organisation and planning if this important activity is to be carried out properly.
Some restaurants may have a formal hand over, such as, a brief staff meeting where staff from both shifts meet and pass on information, keys etc, thereby "handing over" responsibility to someone else. If the restaurant has been organised and cleaned and the equipment cleaned and stored securely, then there are only a few tasks left to be completed, before the shift can be closed.
Once all soiled linen has been removed to storage, fresh linen stocks should then be checked to ensure that sufficient supplies are in place for service. Fresh linen should be stored correctly and ready for use at the next service. Preparation for Next Service Period The restaurant needs to be prepared for the next service period. Clean refuse bags or bins in place.
Remember to return any keys issued to you at the beginning of the shift before signing off duty. The supervisor in charge should sign for them. The headings in both the 'handover' and incident books will include the date, time, incident or information details and the name of the person making the record and their signature.
The waiter should develop different selling techniques such as suggestive selling, up selling, understanding the customer, and understanding how to sell effectively seller. You can play important role in learning your product, enhancing your selling skills and working as a team with all other relevant departments to run a profitable restaurant. Following are some important steps that you should take: 7. Switch off equipment like hot case, chilling machine, table lamps, display cabinet lights, gas burners when the restaurant closes.
Switch off gas burners of flamb trolley when not in use. Always use duster for cleaning purpose. Spilling can spoil the carpet and waste that portion of food. Suggestive selling and Up selling requires tact and good judgment. An example of suggestive selling is suggesting an appetizer snacks items to go with beverage wine, whiskey etc. You should know all of the products your restaurants sell.
When you are completely familiar with the menu and how each item is prepared, you can suggest dishes confidently and professionally. Find out if guests are really hungry or just want something light; whether they like chicken or beef; or if they feel like having something hot or cold. Suggest foods and beverages that naturally go together: Soups and sandwiches, bacon and eggs, steak and baked potatoes, coffee and dessert.
Remember to always ask for the sale. After you suggest and describe an item, ask if the guest would like it. Which would you prefer? Understanding of their background and characteristics help you design and deliver service accordingly — increased service efficiency leads to better customer satisfaction.
The following table indicates characteristics of target groups. It is essential you understand your customers, so that you can design and deliver the products and services accordingly. Target Group Characteristics Teens, and young Come in crowds, service needs to be fast. Prefer fast food. Try to provide materials to draw and play. Keep them busy. Need more attention, always be courteous, if you serve Seniors citizen them well, they will return. Love to explore new dishes, expects high level of hygiene Tourists and some standards.
Do not like to be disturbed, have less time to spend during Business people mealtime. Explains very well the dishes, ingredients and how it is Vegetarians cooked. Lunch break crowd Expects service and food be very fast — limited time. If so, how did feel about that dining experience? Probably pretty good. Whenever appropriate, take whatever steps are necessary to make sure each guest has a positive experience. As you greet guests, determine their needs. For instance: Guests with young children often do not have time for long, leisurely dinners.
They may appreciate friendly service that is quick and efficient. Senior citizens and guests dining alone may appreciate some extra attention. Guests having a business meeting probably do not want to be disturbed. You may also ask questions to determine what guests expect from the dining experience. This will help a restaurant to make sure that it offers products in line with what the guests are demanding at any particular time, as well as maximising sales opportunities.
There are different marketing tools used in a restaurant to promote its food and beverage items. Promotional methods and items are used to advertise the name of the restaurant in order to attract more guests and make a profit.
Some promotional methods are used daily, for example the menu, whereas others are only used from time to time as a special effort to encourage the guest, for example discounts on a particular product. The following promotional methods may be used in restaurants: Staff Selling Staff, especially waiters, deal directly with guests and therefore are in an ideal position to encourage sales.
Staff can promote sales by: 1. Have a good knowledge of the food and beverage items offered on the menu, what ingredients are used in dishes, how they are cooked, and any changes to the menu. Being prepared to make suggestions to the guest, when appropriate 4. Enquiring whether the guest requires anything else, or even more proactive, offering additional items like dessert, t, another glass of wine etc.
Use of pictures, photographs and attractive descriptions can greatly encourage sales. Displays The way that food is displayed on for instance a buffet table, a selection counter, salad bar etc. These food items should be fresh, attractive and colourfully laid-out.
The counter should appear full, yet not overcrowded. This also counts for bar areas. They should be located where they can easily be seen from the entrance to the restaurant. Lighting above the counter or in the area may be used to attract and focus attention on the food and drink available. Catering for children Some restaurants make special effort to cater for children and families, providing high chairs, bibs and non-spill drinking cups.
Puzzles and games may be provided to amuse children and a play area may be set aside visible to parents while they are eating. Special Events Some restaurants help organise special celebrations for occasions. These may be private events, such as birthday parties, or a special menu at Christmas or Easter. The gifts frequently include hats, games and toys. Large soft drink glasses printed with cartoon characters are another popular premium gift. The gifts are usually printed with restaurant name or logo.
The guests buy the certificates to give to friends and relatives, who can then receive, without costs to themselves, food and drink items up to the value of the certificate from any one of the restaurant outlets. Chain restaurants often use the same promotional ideas at all their outlets, for example, giving away hats to children. Many of the standard restaurant items, such as crockery, napkins, placemats, bills and packages items like sugar may be used to promote the restaurant by having a logo printed on these items.
Posters may be used to aid the guest in making a choice before placing an order. Table cards Table cards are placed on the tables where guests will eat the food, to inform the guests of special dishes, offers and vents.
These must be replaced frequently in order that they are kept up to date and do not become tatty. The mats are often printed in stets of illustrations, encouraging guests to return to collect the rest of the set.
Linked to this is the increasing importance today's consumer of simple, local and traceable ble n- foods and the rising demand for organic, safe, non- genetically modified foods. Remember, all culinary disciplines are being heavily influenced by the consumer's desire for quality, simplicity and flavour, thus encouraging chefs to go back to respecting the basic goodness of their own local foods.
It is essential that you follow good practices at work to avoid unnecessary incidents and help the business to grow. Handling food safely is a key role in the everyday work commitments of a food handler.
Without the proper food handling experience you may inadvertently cause food poisoning, which may affect business very badly.
It is vital that you are aware of them, as it can be hazardous if they are not properly handled. Therefore, you need to follow good practices in the kitchen and in the restaurant area to deal with it.
If you handle waste properly, it would reduce the risk of cross-contamination, create a safer environment, reduce the cost of food production and it may help to increase the production. It tends to decompose rapidly. If you are working as a service staff in any hotel or restaurant or motel or resort or in any other hospitality establishments or have plan to build up your career in service industry then you should grab this manual as fast as possible. Here you will get restaurant service standard operating procedures.
Not a boring Text Book type. New features of this edition include: - larger illustrations, making the service sequence clearer than ever - updated information that is current, authoritative and sets a world standard - a new design that is accessible and appealing. It is a valuable reference source for those working in food and beverage service at a variety of levels and is recognised as the principal reference text for International WorldSkills Competitions, Trade 35 Restaurant Service.
Food and Beverage Service, 8th Edition. Get Books. Thoroughly revised and updated for its 8th edition, Food and Beverage Service is considered the standard reference book for food and drink service in the UK and in many countries overseas.
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