Fb operation chapter_09

Service

Oğuz Benice

Food & Beverage Operations

Gajanan Shirke

Gajanan Shirke Author

Service Sequence

Contents

01. Greet and seat the guests02. Open the napkins03. Serve the butter and the bread04. Offer iced water05. Describe and recommend dishes06. Take the F&B orders07. Transfer the check08. Correct & remove covers09. Serve beverage10. Announce the starter11. Serve the starter12. Clear the starter

13. Announce the main course14. Serve the main course15. Clear the main course16. Announce the dessert17. Serve the dessert18. Take the coffee / tea order19. Serve the coffee / tea20. Prepare and present the bill 21. Accept payment22. See the guests leaving23. Clearing and re-setting24. During the service period


Service Sequence

1. Greet and seat the guests. Welcome the guests as soon as they

arrive. (DRM).

Ask them if they have a reservation. Check the reservation. (DRM)

If no table has been booked, check if one is available. (DRM)

Show the guest their table. (DRM)

Offer the guest a chair to encourage them to be seated.


Service Sequence

2. Open the napkins Some guests will open their own napkins

as soon as they sit down.

Stand at the right of the guest, pick up the napkin with your right hand.

Shake the napkin from its fold into a triangle.

Place the longest side of the triangle closest to the guest.

Move anti-clockwise around the table opening the napkins, the host at last.


Service Sequence

3. Serve the butter and the bread Place the butter plate in the center of the

table, with the right hand.

Hold the bread basket on your left hand and serve from the guest left side.

Hold the bread basket down over the edge of the side plate.

Transfer the bread from the basket to the side plate using service fork and spoon.

Move anti-clockwise around the table, the host at last. Offer bread throughout the meal


Service Sequence

4. Offer iced water Iced water is a valuable addition to the

meal experience, and it is appreciated by the guest, although in some establishments it may not be the practice.

The water glass is positioned to the right of the wine glass above the table knife.

Water is poured from the guest right side, with your right hand.

Move anti-clockwise around the table, the host at last. Offer water throughout the meal.


Service Sequence

5. Describe and recommend dishes

Allow time for the guest to make their choice.

When all the guests are seated, be alert to the signs that the guests are ready to order so they are not kept waiting.

You must be able to describe dishes, how they are cooked, accurately, and attractively.

You may also be asked to recommend dishes. To say “Everything is good” is not helpful.


Service Sequence

6. Take the F&B orders When you are sure the guests are ready

to order, a) introduce yourself and b) ask what they would like to eat and drink ?

Start to take the order of the guest on the right of the host, and work anti-clockwise around the table, finishing with the host’s order.

Take the order including the starter, the main course, the dessert, and beverages.

Note any special requirements

Repeat the order to the guests to make sure that the order is correct. Gajanan Shirke Author

Service Sequence

7. Transfer the check The check must be clearly written in the

same language as the menu.

If you use abbreviations, be sure to use agreed abbreviations only.

The check must contain at least:a) Table numberb) Number of coversc) Dated) Waiter’s signature

Transfer the top copy to the kitchen, the second copy to the bar, the third copy to the cashier, and the fourth copy for you. Gajanan Shirke Author

Service Sequence

8. Correct & remove covers To correct a cover is to adjust the cutlery

originally laid to meet a guest’s specific order.

Starting with the guest on the right of the host, move anti-clockwise, finishing with the host

To adjust the cutlery, lift the item not required and replace it with the correct one.

Remove unnecessary cutlery and glassware from the table .


Service Sequence

9. Serve beverage Take the beverages at the bar. Be sure to

know who drinks what. It is not professional to ask the guest.

All glassware, whether clean or used, should be carried upright on a drink tray, held only by the base of the glass. Hold the tray with your left hand, and use your right hand to place the drink from the guest’s right side.

Beverage Service sequence (see 11)

Throughout the meal, if the guest’s glass look nearly empty, ask if he/she wants another drink. Gajanan Shirke Author

Service Sequence

10. Announce the starter When ready to serve the starter, go to the

kitchen and announce the starter

Say something like: “Please, starter for table 4”.

When you receive the food from the kitchen, be sure to know who eats what. It is not professional to ask the guest.


Service Sequence

11. Serve the starter In modern plate service, plates are both

placed and cleared from the guest’s right side, as this causes the least disturbance to the guest.

In modern plate service, serve the guest immediately to the right of the host first, and then move anti-clockwise around the table, serving each guest in turn, regard-less of sex. The host to be served at last.

In some establishments, you may be required to serve ladies before gentlemen, or this may be required by the guests.


Service Sequence

12. Clear the starter Guest usually indicate that they have

finished their course by placing the cutlery together on the plate.

As they don’t always do this, you must be alert to other signs from the table that everyone has finished, and if necessary, you must ask guests whether they are finished or not.

In modern plate service, it is usual to clear at once, when all guest have finished, from the right side of the guest, by using your right hand.


Service Sequence

13. Announce the main course When ready to serve the main course, go

to the kitchen and announce the main course.

Say something like: “Please, main course for table 4”.



Service Sequence

14. Serve the main course As for the starter, plates are both placed

and cleared from the guest’s right side, as this causes the least disturbance to the guest.

Serve the guest immediately to the right of the host first, and then move anti-clockwise around the table, serving each guest in turn, regard-less of sex. The host to be served at last.



Service Sequence

15. Clear the main course Guest usually indicate that they have

finished their main course by placing the cutlery together on the plate.

If necessary, you must ask guests whether they are finished or not.

Clear at once, when all guest have finished, from the right side of the guest, by using your right hand.

Brush the crumbs onto the a dinner plate using a folded service cloth held in your right hand and adjust the dessert cutlery. Gajanan Shirke Author

Service Sequence

16. Announce the dessert When ready to serve the dessert, go to

the kitchen and announce the dessert.

Say something like: “Please, dessert for table 4”.



Service Sequence

17. Serve the dessert Plates are both placed and cleared from

the guest’s right side, as this causes the least disturbance to the guest.




Service Sequence

18. Take the coffee / tea order The coffee / tea may be served with the

dessert if requested by the guest, therefore, you may be asked the take the order before serving the dessert.

Start to take the order of the guest on the right of the host, and work anti-clockwise around the table, finishing with the host’s order.

Transfer the top copy to the bar, the third copy to the cashier, and the fourth copy for you.


Service Sequence

19. Serve the coffee / tea Place the accompanying items (milk,

sugar) on the table.




Service Sequence

20. Prepare and present the bill At this point. it is essential that you should

be ready to give the bill. Prepare it or make sure it is ready.

Nothing is more irritating to guests than to be slowness in the bringing of the bill.

Generally, bills should not be presented until they are asked for.

When a bill is presented at the table, it is placed in front of the host, or, if there is no host, in the middle of the table.


Service Sequence

21. Accept payment If the establishment requires guests to

pay at a cashier’s desk as they are leaving, make this clear to the guest.

Do not hover around waiting for your guests to pay, leave them alone.

Accept payment and tender exchange .


Service Sequence

22. See the guests leaving

Assist the guest departing by moving their chairs for them, collecting their personal belonging (not forgetting coats, hats and bags).

If you are too busy, at least acknowledge their departure with a nod and a smile

Wish your guest “Good afternoon” and thank them for coming. If your know their name, use it: “Good afternoon Mr. Benice. We look forward to seeing you again soon” . Gajanan Shirke Author

Service Sequence

23. Clearing and re-setting Remove dessert plates and coffee cups

by hand. Glassware should be removed on a drinks tray.

Only when all the guests have left the restaurant, remove the flowers on a tray and put them in the refrigerator.

Then, remove the dirty napkins and tablecloths.

Ensure that all the tables and chairs are returned to their original positions. Do not forget to check chairs for crumbs.


Service Sequence

24. During the service period Offer bread throughout the meal.

Offer water throughout the meal.

When you can, help your colleagues.

If you forgot to do something or if you did a mistake, correct it.

Don’t forget the most important thing: smile and be kind.


Taking Reservations

FOOD SERVICE PREPARATION (4)

Before you take booking, make sure you know the answers to the following type of questions:

What kind of food do you offer?

Do you accept credit cards?

When are you open?

Are children welcome?

Are you air conditioned?

Is there a no-smoking area?

Do you have car parking facilities?

Do you cater for functions?

How do I find your establishment?


Taking Reservations


Most reservation are taken over the telephone. A friendly and helpful telephone manner is essential.

Always answer the telephone promptly when it rings

Have a pen and paper or the reservations book to hand

State clearly the name of the establishment

Offer the caller your assistance: “Good morning, may I help you?”

Answer any questions clearly and politely. If you do not know the answer, find someone who does or offer to call back.

Before beginning to take the booking, make sure you have the reservation books in view.


Taking Reservations


The first things to be clarified are when the table is required and how many people they are in the party. Only when you have established that a suitable table is available, then ask for the following details:

The host’s name (have it spelt out if you are not sure)

The time of arrival

A contact telephone number (mobile)

Any special requirements

Confirm all the details by repeating the name, the day and date, the time of arrival, the number in the party, contact phone number and tell the reservation policy.

Complete the conversation by thanking the guest.


Station Mise-en-Place


A waiter’s station should carry the following:

All the necessary cutlery, for example knives soup spoon, main knives and forks, dessert spoons and forks, etc…

Service utensils (tablespoons and forks)

Crumbing down equipment

Service plates

Tea/coffee service equipment (milk jugs, sugar bowls…)

Bread service equipment

Napkins

Service tray

Toothpicks

to be continued…Gajanan Shirke Author

Station Mise-en-Place


Menus

Wine list

Spare Guest Check and pen

Condiments (sauces, pepper-mill, salt)

Clean table linen

Candles

Additional items.


How to lay a cover


There are two principal types of covers a) à la carte and b) set menu (table d’hôte) cover. Whatever the type of cover to be laid, the following rules apply:

All cutlery and glassware should be cleaned and polished before they are placed on the table.

The main knife and fork should be positioned 1cm from the edge of the table.

Side plate are always positioned to the guest’s left.

The blades of all knives on the cover should face left.

Side knives are placed on the side plate to its right hand side.

The water glass is positioned 2cm from the top of the main knife. Additional red wine and white wine glasses are positioned at a 45o angle to the right, or in triangle.

A folded napkin is placed in the centre of the cover. Gajanan Shirke Author

Menu (from restaurant atmosphere) PRICING & DESIGNING THE MENU

The menu cover and contents should reflect the design and style of the restaurant. The design of the menu, its details, the style of type used, and the impression it creates all set the atmosphere.

A small, simple menu in a color that harmonizes with the decor is desirable. It should set the feeling of the restaurant. Customers are not impressed by dirty, dog-eared menus stuck together with adhesive tape.

Menus should be simple and easy to read and understand. They should carefully describe the food served. A short but descriptive statement about major items served can stimulate the appetite and measurably increase the guest check.


Importance of the Menu PRICING & DESIGNING THE MENU

First, the menu is a contract with the customer, an indication that what is described on the menu is what will be delivered to the customer. Respect truth in Menu: (freshness, geographical origin, picture, quantity…)

Second, the menu is a form of a product brochure. The menu should identify the name of each dish, major ingredients and how the dish is prepared in a appealing way, and without too many unfamiliar items. (the use of complicated names are risky)

Third, it is an essential part of the marketing effort. It is the first tangible connection your guests have between their interest in buying (why they are there) and what you have to sell. The menu is a selling tool: properly priced designed, and presented, the menu can increase the average check, the frequency of visits, the party size, or attract new guests.


Listing Prices PRICING & DESIGNING THE MENU

À la Carte Menu: Food & Beverage items are listed and priced separately. The guest choose from various appetizers, main courses, desserts. For the guest, the initial perception is that prices look low. This approach appeals to customers who like to individualize their meal. It does complicate the pricing of checks for the employees.

Table d’Hôte Menu: List of a complete meal (3 to 8 course) for one price. This menu can be called “fixed price” or “meal package”. The guest eats a complete menu that has been planed in advance for them.

Combination Menu: some restaurants offers both, Table d’Hôte & À la Carte Menus. (Chinese Restaurants, Fast Food). The guest can compare prices between the meal packages with the à la Carte Menu.


Menu Sequence PRICING & DESIGNING THE MENU

According to western countries and based on the French food culture, a meal include the following courses (maximum 8):

1) cold appetizer 2) soup 3) hot appetizers to 4) Fish5) Sherbet (which is a water ice) 6) Main Course or Entrée 7) Cheese and 8) Dessert.

An “À la Carte” or “Table d’Hôte” menu can follow this meal progression.


PRICING & DESIGNING THE MENU

PR.International Cuisine Restaurant

Menu

February 24th – February 28th

Eggs Mayonnaise Two egg halves on a bed of lettuce topped with mayonnaise

orFrench Onion Soup

A French tradition served ''au gratin'' or

Potage Crecy A light cream soup with puree of carrots and a hint of orange

orChef's Salad

Julienne of Chicken, cheese and vegetables on a bed of lettuce served

with a blue cheese dressing*****Gajanan Shirke Author

PRICING & DESIGNING THE MENU

*****Spinch Lasagna

Fresh spinch pasta sheets layered with beef and cheeseor

Lamb Cutlets ''Reforme'' Lightly breaded lamb cutlets served with julienne vegetables

and accompanied by a red pepper sauceor

Rainbow trout ''Grenobloise'' A whole de-boned trout stuffed and delicately fried in butter

*****Cheese Mousse

orMaltaise Rice Pudding

7,500,000 TL


Plate service skills and techniques PLATE SERVICE

In professional plate service no more than four plates are carried at a time.

The two professional methods are the two- and three-plate carrying techniques.

These involve carrying two or three plates in the left hand, having the right hand free. The right hand can be used to carry another plate.


Plate service procedure PLATE SERVICE

In modern plate service, plates are both placed and cleared from the guest’s right side, as this causes the least disturbance to the guest.

In modern plate service, serve the guest immediately to the right of the host first, and then move anti-clockwise around the table, serving each guest in turn, regard-less of sex. The host to be served at last.



Two-plate carrying technique PLATE SERVICE

Hold the first plate between your thumb, index finger and the middle finger of your left hand. If the plate is hot, use a service cloth.

Then place the second plate on a platform above the first plate, supporting it by your ring finger, your little finger, and the base of your thumb and lower forearm.

Carry the plates to the table holding them away from your body. To place the plates in front of your guests, position yourself at the back right hand corner of the guest chair.

The plate should be placed so that the main item (meat, fish, etc…) is immediately in front of the guest.


Three-plate carrying technique PLATE SERVICE

Hold the first plate between your thumb, index and the middle fingers of your left hand.

Place the second plate into the crease of the palm of your left hand under the edge of the first plate, supporting it by your ring and little fingers.

Place the third plate so that it sits on the flat of your forearm and the rim of the second plate.

Carry the plates to the table holding them away from your body. To place the plates in front of your guests, position yourself at the back right hand corner of the guest chair.

The plate should be placed so that the main item (meat, fish, etc…) is immediately in front of the guest. Gajanan Shirke Author

Silver Service SILVER SERVICE

Silver service is the technique of transferring food from a service dish to the guest’s plate from the left with the use of service cutlery.

This usually means a service spoon and fork, but occasionally it consists of knives.

Silver service requires the waiter to be able to use the cutlery to serve the food with one hand.


Use of spoon and fork SILVER SERVICE

Silver service takes place from the left of the guest, holding the

Place a fork over a spoon in your right hand, both facing up.

Slide your index finger between the fork and the spoon

Lift food items with the spoon and hold them firmly in place with the fork while transferring them to the guest’s plate.


Silver service procedure SILVER SERVICE

Place clean hot plates in front of the guests from the right.

Hold the service dish on the flat of your left hand, over the guest’s plate, no more than 5cm above it.

Place the main item of the course to the front of the guest’s plate. Place the vegetables and garniture behind the main item. Note that no items are placed on the rim of the plate.

Place presentation should be consistent. Move anti-clockwise round the table serving each guest in turn, with the host at last. Gajanan Shirke Author

Silver service of sauces SILVER SERVICE

In silver service, accompanying sauces should not be carried on the same serving dish as the food.

They are offered separately using a sauce boat on a underplate.

Sauces are never poured direct from the sauce boat. A spoon is always used to serve them.


Fb operation chapter_09

Entertainment & Humor

Transcript of Fb operation chapter_09