ch06 Service Guest

Serving Guests
Chapter 6
Copyright © 2014 The Culinary Institute of America. All rights reserved.

Learning Objectives
• Define and describe the soft skills of remarkable service.

• List and perform the steps of service.
• Explain how to properly maintain tables throughout service.
• Describe how to present checks and handle payment.
• Discuss how to handle complaints and other special situations.

The Soft Skills of Remarkable Service
Empathy
• Empathy is the ability to put yourself in another’s situation

and feel what that person is feeling.
• Treat the guest as you would like to be treated.
• Allows you to anticipate the guests’ needs.

(cont’d)
Communication
• Communication is a two-way street.

– Listening is as important as talking.
• Be sure that you understand the real question, then give
accurate and honest information.
• Make sure menu information is clearly communicated, without
being offensive or “dumbing it down.”

The Soft Skills of Remarkable Service(cont’d)
Reading the Table
• Every guest is different and has different needs.

• Begin reading the table from the moment you come into
contact with the guests.
• Might be straightforward:
– A guest pushes away his plate after tasting the food.
• Might be less direct:
– A guest looks impatient and is glancing at the door or
window.

(cont’d)
Suggestions, Recommendations, and Upselling
• To suggest is to offer information without an opinion.

– Be sure to have accurate information.
• To recommend is to offer an opinion.
• Upselling means getting the customer to buy more items or
more expensive items than intended.
– Results in a higher check average
– Improves guest experience

The Steps of Service
Typical Sequence 1
• Greeting
• Checking coats/hats
• Confirming # in party
• Seating
• Presenting menus (open or closed)/wine list
• Informing the guests of specials/86s
• Pouring water
• Taking cocktail order
• Retrieving the cocktails
• Answering questions/taking the order
Typical Sequence 2
• Placing the order (POS)
• Ordering, setting in glasses/ serving the wine
• Setting in required flatware
• Serving 1st course
• Table maintenance (bread, butter, beverages)
• Clearing 1st course
• Ordering, setting in glasses/ serving the 2nd wine
• Setting in required flatware
• Serving 2nd course
• Table maintenance (bread, butter, beverages)
• Clearing 2nd course
Typical Sequence 3
• Decrumbing
• Presenting dessert menus (tray or cart)
• Explaining any specials, flavors, or changes
• Taking dessert order
• Taking a hot beverage/after-dinner drink order
• Entering the dessert/beverage order
• Setting in required dessert flatware, creamers, sweeteners
• Serving dessert and beverages
• Clearing dessert plates

Typical Sequence 4
• Refilling beverages
• Presenting the check
• Processing the check
• Thanking the guests
• Retrieving checked coats/hats
• Thanking the guests

Greeting
• Guests should be greeted by the host, maître d’hôtel, or manager

within thirty seconds of their arrival.
• Lead with a good smile and verbal greeting.
• If possible, greet the host or guest by name.
• If guests arrive separately, you may seat them or ask them to wait at
the bar.
• If possible, for parties of five or more, the maître d’hôtel should
alert the server if place settings need to be added or removed,
before the party is seated.
– This will give the impression that the table was set just for them.

Steps of Service (cont’d)
Seating
• Each restaurant should have a predetermined method for

assigning tables and filling the room.
• The dining room should appear full, but still comfortable.
• The maître d’ or a server can lead the guests to the table and
assist in seating the guests.
• The server should greet the guests as soon as possible.

Seating (cont’d)
• In the past, etiquette dictated that men always seat women in their
party by pulling out their chairs.
• Women are generally seated with their backs to the wall, facing the
dining room.
• Present the menu in a way that is most convenient for the guest,
and inform them of any specials.
• Water can be served from a pitcher at the table or already in
glasses.
• Serve bread from the left, moving counter-clockwise, or place a
basket of bread on the table.
• Bread may be served before or after the order has been taken.
Seating (cont’d)
• Guests typically want something to drink soon after they are

seated.
– Be sure to mention house or specialty beverages.
• After food is ordered, the wine list is then presented to the
host.
• Suggestions might include a light wine for starting the meal, a
full-bodied wine for the main course, and Champagne for
dessert.

Taking the Order
• The server observes the table for cues—such as closed menus

—that the guests might be ready to order.
• Establish eye contact to see who will order first.
• With a larger party, begin with the woman seated to the left of
the host, and then move clockwise.

Writing the Order
• Point-of-sales systems means handwriting and shorthand is not

as important as it used to be.
• Mistakes in placing the order will involve the attention of
many members of the staff, so take care and do it right the first
time.
• The order should be taken from the right of each guest.
• Be sure to record any special requests or preferences when the
order is taken.
• Indicate which seats are occupied by women so they can be
served first.
Carrying Plates
• In the kitchen, pick up plates in the reverse order that they will
be served.
• Either two or three plates can be carried in the left hand.
• Be careful not to leave thumbprints on the plate.

Carrying Plates (cont’d)

• The “Peace Sign” Technique
– Uses the index and
middle finger as support,
with the remaining
fingers as stabilizers.
© 2014 The Culinary Institute of America


• The “Spiderman” Method
– Hold the plate with the
thumb and pinky on top,
supported by the ring,
middle and index fingers
underneath the plate.
– The second plate
balances on the base of © 2014 The Culinary Institute of America
the hand and forearm.


• The Interlocking Method
– The index finger serves as the
center support of two plates.
– The middle, ring, and pinky
fingers provide support
underneath the plate on the
right.
– The third plate can be carried
by turning the left-hand wrist to © 2014 The Culinary Institute of America
the body and making a three-
point landing for the third plate.

Presenting the Plate
• Present the kitchen’s food in the best way possible.

• When setting-in, be sure to place the plate in the chef’s chosen
alignment.
• Hold the plates with the six o’clock position toward your
belly.

The First Course

• Before the appetizer is
served, all required utensils
must be set in place.
• The appetizer is served from
the right with the right hand
or from the left with the left
hand.
.

The First Course (cont’d)
• The appropriate soupspoon is set in place to the right of the

dinner knife, with the right hand.
• Most American restaurants serve salad before the main course.
• The salad itself should be served from the right side of the
guest, with the right hand or from the left with the left.
• RR or LL

The Main Course
• The main course usually takes more time to be consumed and

enjoyed.
• A guéridon might be used for tableside service.
• The flatware for the main course should have been set prior to
the guests’ arrival.
• The wine should be poured prior to the course being served.
• Bread and butter should be replenished as necessary, and water
and wine re-poured as needed.

Tableside Presentations
• In the United States, fruit and cheese are generally served

together.
• Only fresh, ripe fruit should be offered with a cheese course.
• Portions should be modest, about 1 oz. of each cheese.
• Typically a hard, a semi-soft, and a soft cheese should be
served

Dessert
• Offer a separate menu for dessert and after-dinner drinks.

• A dessert cart or display can lure guests into ordering dessert.
• Wine or Champagne to accompany dessert should be served at this
time.
• Set in the appropriate dessert/coffee/tea flatware before serving the
dessert. (STP)
• If dessert flatware is already on the table, as in a banquet setting,
bring it down before serving the course.
– From the guest’s left with the left hand, the fork should be
brought down into position, and then the spoons from the right
with the right hand. RR or LL
After-Dinner Beverages
• Stock a wide selection of coffees and teas in the pantry.
• Hot beverages containing liquor might be ordered in place of a heavy
dessert.
• Set the saucer with the empty cup, handle at 4:00, to the right of the guest
if they have ordered dessert.
• Set the saucer with the empty cup, handle at 4:00, directly in front of the
guest if they have not ordered dessert.
• Set in sweeteners and creamers prior to pouring the coffee. (1 set/4 guests)
• DO NOT CARRY A POT OF HOT COFFEE ON A TRAY!
• Coffee should be poured at the table from the patron’s right side.
• The after dinner drinks should be served from the right.

Table Maintenance
Clearing the Table by Hand

• Plates should be cleared only
after all of the guests at the table
are finished.
• It may be a rule in some places to
clear as individuals finish eating.
• In formal restaurants, clearing is
done the same way as delivery—
no more than two plates at a time.
2 or more servers may be needed
to clear one table properly.

Table Maintenance (cont’d)
Clearing the Table with Trays
• Trays should be placed on a stand, not a table, when guests are

present.
• The dirty plates should be scraped onto one plate.
• Glassware should be transported on a separate beverage tray.
• A bus tub is easier to use, and there is less chance of breakage,
if it is placed on a cart.

De-crumbing the Table

• Before dessert (or whenever
necessary), the table should
be de-crumbed.
• Begin de-crumbing on the
left side of one guest, then
move clockwise around the
table.

De-crumbing the Table

Monitoring Glassware
• Practice the Three Rs:
– Refill: If a glass or cup is empty, refill it.
– Replace: If a beverage is finished, sell the guest another.
– Remove: If no refill or replacement is wanted, remove the
glass.

Check Presentation and Payment
• Many operations instruct their service personnel to present the

check only if the host requests it.
– If it is clear that the guest is waiting, approach the table to
determine if anything else is needed.
• The check should be presented in a book or folded napkin on a
plate.
• Place the check in a neutral zone not too close to anyone.
• Friands (“dainty tidbits”) or mignardises may accompany the
check.

Check Presentation and Payment (cont’d)
• Be prompt in retrieving the payment.

• Never comment on the absence or quality of a tip.
– Notify a manager if guests seem displeased with service.
• Guests may request to bring home their leftovers:
– Guests might package the leftovers themselves in provided
containers.
– Servers might package the food items out of sight and
bring the package to the table.
– To-go bag is packaged and placed near the front door and
provide a coat check-type numbering system.
Resetting the Table
• Each establishment has its own policy concerning the resetting

of tables.
• Tablecloths should be changed without exposing the bare
tabletop.
• It is better to reset tables as they are vacated, rather than all at
once.
• At the end of the evening, glasses can be inverted (to avoid
gathering dust) if the surface is sanitary.

Handling Complaints and Other Special
Situations
When the Table Lingers
• When a table lingers, they may be delaying guests waiting for
the table.
• Be firm and professional.
• If the table seems off-put by the request, you might offer them
something at the bar to make up for it.

Situations (cont’d)
Food and Beverage Problems
• Most guests are understanding, but all problems needs to be
handled quickly and professionally.
• Handle the problem quickly and calmly, and then inform the
chef and manager.
• Always give the guest whatever replacement is requested.
• If the kitchen or restaurant is responsible, the guest should not
be charged for an item.
– An additional charge might be made if the guest ordered
incorrectly in the first place.

Dining Room Conditions
• Listen for repeated complaints to pinpoint specific problems.
• Common dining room issues include:
– Room is too cold, or too hot.
– Seat is too close to swinging kitchen door.
– Proximity to band or sound system.
– Lights are too dim.

Service Issues
• There should be someone—the manager or captain—whose
main responsibility is to observe the dining room.
• Explain delays to guests, rather than hiding from them.

Guest Recovery
• Do not avoid a guest once a problem arises.
• Communicate honestly and give realistic expectations.
• The basic steps of recovery are:
– Apologize: Make eye contact and be sincere.
– Correct the Problem: Remove the offending item and
replace it with something pleasing.
– Make it up to the Guest: Make a gesture, like a
complimentary drink or appetizer.
– Follow-up: Be sure everything you promised actually
happens.

ch06 Service Guest

Încărcat de

Informații document

Titlu original

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

ch06 Service Guest

Încărcat de

Drepturi de autor:

Formate disponibile

Serving Guests

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Define and describe the soft skills of remarkable service.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Empathy is the ability to put yourself in another’s situation

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Communication is a two-way street.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Reading the Table

• Every guest is different and has different needs.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• To suggest is to offer information without an opinion.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Guests should be greeted by the host, maître d’hôtel, or manager

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Each restaurant should have a predetermined method for

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Guests typically want something to drink soon after they are

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Taking the Order

• The server observes the table for cues—such as closed menus

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Writing the Order

• Point-of-sales systems means handwriting and shorthand is not

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Carrying Plates (cont’d)

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Carrying Plates (cont’d)

the hand and forearm.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Carrying Plates (cont’d)

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Presenting the Plate

• Present the kitchen’s food in the best way possible.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

The First Course

© 2014 The Culinary Institute of America

Copyright © 2014 The Culinary Institute of America. All rights reserved.

The First Course (cont’d)

• The appropriate soupspoon is set in place to the right of the

Copyright © 2014 The Culinary Institute of America. All rights reserved.

The Main Course

• The main course usually takes more time to be consumed and

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• In the United States, fruit and cheese are generally served

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Offer a separate menu for dessert and after-dinner drinks.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Clearing the Table by Hand

© 2014 The Culinary Institute of America

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Clearing the Table with Trays

• Trays should be placed on a stand, not a table, when guests are

Copyright © 2014 The Culinary Institute of America. All rights reserved.

De-crumbing the Table

Copyright © 2014 The Culinary Institute of America. All rights reserved.

De-crumbing the Table

Copyright © 2014 The Culinary Institute of America. All rights reserved.

Copyright © 2014 The Culinary Institute of America. All rights reserved.

• Many operations instruct their service personnel to present the

Copyright © 2014 The Culinary Institute of America. All rights reserved.