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Implementing

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.

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Implementing

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  1. Implementing Chapter 12

  2. 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

  3. 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.

  4. 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

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

  6. 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

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

  8. 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.

  9. 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.

  10. 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.

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