Goal 3.01
Service Basics
STAFF
greets and seats the customersmakes reservationsmanages the waiting listask how many will be diningapologizes if there is no available tabletells the customer how long the wait
will becrosses off the name after seating a
customer
Host
lead the customers slowly to the table
present menusin fine dining- pull out chair to
seat customersget booster chairs or high chairsmake sure seating is suitablemove slowly/do not make
customers feel rushed
When Seating a Customer
Represent the foodservice operationsell the menuserve the menu skillfullyreceive payment from the customergood communication/interpersonal
skillsset the tone for the dining
experiencehelp server make beverage and food
choicesmust know menu, ingredients, and
preparation methods
Server
maintain an inviting tablekeep service station stockedsometimes serve water and breadclear the table after customers are
finished or between coursescleans and resets the tablekeep dining room tidy
Busser
correctly reads the amount of the bill, processes payment, makes change
thank customers for their patronage (spending money at a business)
offer to go items (cakes, pies, dressings, sauces, syrups)
Cashier
positive attitudeneat and clean appearancegood communicationthorough job knowledgeability to manage time wiselyability to resolve customer complaints
by positive meanslook for ways to save time and energy
(use of time and motion)
Service Skills
take pride in your workbe cheerfulresolve conflicts in a positive wayshow courtesy to all stakeholdersnever argueno conversations with coworkers
in front of customerscustomer is always right
Attitude
clean and pressed uniformshoes cleaned and polishedno nail polishminimum jewelryproper undergarments
Personal Attire
Get enough sleep.Work out to increase strength.Lift heavy objects with legs not back.Stay home if sick.Keep hair pulled back.Keep hands clean and fingernails trimmed and
cleaned.Make sure breath is fresh and teeth are clean.Use deodorant.Do not wear heavy perfumes/colognes.
Personal Health and Hygiene
Speak slowly, clearly, and loud enough to be heard.
Face customers when speaking to them.Keep a professional, pleasant, and friendly
tone.Do not chew gum, eat, or drink while you
serve customers.Do not lean, slouch, or stand around with
your hands in your pockets.Do not touch your mouth, nose, or hair while
serving customers
Communication and Teamwork
Types of Dining
attracts people who like to eat out, but not interested in a formal atmosphere or high prices
enjoy a relaxed environmentmid-range pricesfamily style restaurants- traditional, child
friendlyneighborhood restaurants-lunch counters/ coffee
shopsgrills and buffets-self service meals at budget
prices (trayline service or counter service)
Casual
recreate a time or placesport memorabilia, indoor waterfallfun, unique atmospheredecor more important than the foodmoderately pricedfood could relate to the theme
(Melting Pot)
Theme Restaurants
excellent foodelegant décorsuperior servicepriceychef recognition
Fine Dining
fast foodfood courtlimit menusspeedy serviceexact standards/factory like
production
Quick Service
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