Implementing

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Implementing

Chapter 12


Service• Service standards exist so employees understand

their roles:– Obtainable– Observable– Trainable

• Implement reviews with training plans.• Teamwork is an absolute requirement.

– Informal structure– Hiring appropriate personnel


Creating an Employee-Supportive Culture• Be receptive to new ideas.• Encourage employee participation.• Proper training is critical.• Reward creativity and innovation.• Have clearly defined roles.• Incentivize current employees to recommend

friends.


Uniforms• Enhances perception of professionalism• Uniforms should:

– Complement the mission of the organization– Complement the type of service being offered– Identify the employee– Communicate the task being performed


Types of Service Styles• French service• Russian service• Buffet• American service• Family-style service


French and Russian Service• French Service

– One of the most elaborate styles– Food prepared at the table with special equipment– Requires expert specialization

• Russian Service– A very formal and elegant type of service– Distinguishing characteristic is unique, artistic

presentation on silver platters– Requires skilled and trustworthy employees


Buffet Service• Most common type of service• Customer actively participates• Requires caterer and staff to be very organized• Key attribute is artistic creativity in display• Key task is determining portion size• Maintain proper food-handling methods


American Service• Often displayed as a sit-down dinner

– Food arranged artistically before being served– Must start with a well-organized, good plan

• Caterer knows number of guests to be served.– Can calculate total amount of food– Prepare 2-3% more than is required.

• When building a menu:– Color and variety are important.– Garnishes enhance plate appearance.


Family-Style Service• Food is delivered to the table on platters with

enough quantity for the whole table.• Guests pass the food around the table.• Appealing because customer “can have all that I

want”.• Speed is fast and presentation is informal.


Room Arrangement• Important to the success of the function• Create environment suited for the purpose:

– Business meetings– Weddings– Social events

• Research room layout.• Standardize procedures for each function.

Implementing

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