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This guide outlines essential roles and responsibilities in restaurant service, detailing the duties of staff members including hosts, servers, bussers, and cashiers. Key service skills such as communication, teamwork, and personal hygiene are emphasized to ensure a positive dining experience. Different dining atmospheres—casual, theme restaurants, fine dining, and quick service—are explored, each catering to unique customer preferences while maintaining high standards of service. This resource serves to enhance the dining experience through proper etiquette and efficient service.
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Service Basics Goal 3.01
Host • greets and seats the customers • makes reservations • manages the waiting list • ask how many will be dining • apologizes if there is no available table • tells the customer how long the wait will be • crosses off the name after seating a customer
When Seating a Customer • lead the customers slowly to the table • present menus • in fine dining- pull out chair to seat customers • get booster chairs or high chairs • make sure seating is suitable • move slowly/do not make customers feel rushed
Server • Represent the foodservice operation • sell the menu • serve the menu skillfully • receive payment from the customer • good communication/interpersonal skills • set the tone for the dining experience • help server make beverage and food choices • must know menu, ingredients, and preparation methods
Busser • maintain an inviting table • keep service station stocked • sometimes serve water and bread • clear the table after customers are finished or between courses • cleans and resets the table • keep dining room tidy
Cashier • 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)
Service Skills • positive attitude • neat and clean appearance • good communication • thorough job knowledge • ability to manage time wisely • ability to resolve customer complaints by positive means • look for ways to save time and energy (use of time and motion)
Attitude • take pride in your work • be cheerful • resolve conflicts in a positive way • show courtesy to all stakeholders • never argue • no conversations with coworkers in front of customers • customer is always right
Personal Attire • clean and pressed uniform • shoes cleaned and polished • no nail polish • minimum jewelry • proper undergarments
Personal Health and Hygiene • 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.
Communication and Teamwork • 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
Casual • attracts people who like to eat out, but not interested in a formal atmosphere or high prices • enjoy a relaxed environment • mid-range prices • family style restaurants- traditional, child friendly • neighborhood restaurants-lunch counters/ coffee shops • grills and buffets-self service meals at budget prices (trayline service or counter service)
Theme Restaurants • recreate a time or place • sport memorabilia, indoor waterfall • fun, unique atmosphere • decor more important than the food • moderately priced • food could relate to the theme (Melting Pot)
Fine Dining • excellent food • elegant décor • superior service • pricey • chef recognition
Quick Service • fast food • food court • limit menus • speedy service • exact standards/factory like production
