Service Skills: A Servers Roll Goal 3: Demonstrate customer service skills.
Front-of-the-House (FOH): Anywhere the Customer Can Go Four Functions of FOH: • Show • Serve • Sell • Collect • The Server: • Functions of a Server: • Serve • Sell • Represent
Greeting Customers • Give the customer a moment to adjust to his/her surroundings before approaching the table. • Smile and maintain good eye contact with each customer. • Say “good morning”, “good afternoon”, or “good evening”.
3 3 4 2 1 3 4 2 4 2 1 1 Table Numbers andPosition Numbers: • Tables are numbered in dining room • To facilitate effective communication • Fixed Point • A set point in the room which determines where position number one is located. • Focal Point: • Point of access at a table for service/could be a door or a wall in the restaurant Booth Banquette Free Standing
Taking the Beverage Order • first point of service • repeat the order to each customer to confirm it • use position numbers to serve correctly (use numbers in the clockwise position) • present the wine list
Water Service • place water glasses above the entrée knife and in line with its tip • Do not allow the serving pitcher to touch the top of the customer’s glass. • Fill glass ½ inch from the top. • Do not allow customers’ glasses to be less than 1/3 full. • Do NOT touch the top of the customers’ glass.
Cold Beverage Service • milk, iced tea, soft drinks, juice, water • served on a small, beverage tray • Make sure everything is clean. • Use beverage napkins for each beverage if the table is not covered with a cloth. • Arrange glasses so that the beverage served first is closet to the rim of the tray. • The tallest and heaviest glasses should be in the center of the tray for balance.
Adjust the positions of the glasses on the tray as they are served. • Carry trays at waist level and with your left hand under the center of the tray. • Use your right hand to place the beverage on the customer’s right. • Do not hold the tray between you and the customer or you and the table.
Handle glasses from the base or as low as possible. • Never touch the top of the glass. • Ask customer if he/she would like another when the glass is 2/3 full. • Remove the empty glass before serving a fresh beverage to the customer. If the glass is not yet empty, ask the customer if he/she would like you to remove it.
Hot Beverage Service • coffee, hot tea • Warm the cup or mug before placing it in front of the customer. • The set up for coffee or hot tea must be completed before the beverage is served. • Set up for coffee: cream, sugar, cup and saucer, or mug, and teaspoon • Set up for tea: tea bags, carafe of hot water, sugar, honey, cup and saucer, or mug and teaspoon • Pour from the customer’s right side with your right hand.
Selling the Menu • Servers must know the descriptions, ingredients, and prices of all regular and special menu items. • Servers must be help customers with dietary requirements or allergies. • Servers must be able to identify seasonings and cooking methods of menu items. • Servers should encourage customers to try new menu items. • Server should increase sales with highlighting, open-ended questions, and upselling.
Highlighting- emphasize a particular menu item/have enthusiasm when describing the food • Open-ended Questions- do not ask (Would you like something to start with?))/ask specific questions (What would you like to start with?) • Upselling- suggest a larger size or better quality
Taking the Order • use the same position numbers that were used for taking beverage orders • Listen carefully to each customer. • Smile, maintain eye contact, and use a pleasant tone of voice. • Take one customer’s complete order and then confirm the order. • Take the menu from each customer after you have taken the order.
Writing the Order • Write quickly and clearly. • Use abbreviations that are understood by the necessary people. • Label the order appropriately. (table number, customer’s position number) • Label degree of doneness, salad dressing, special instructions)
Transmitting the Order • point-of-sale system- computer system for placing orders • verbal ordering • handwritten ordering
Electronic Ordering • fewer errors- orders are sent to the correct station (cold food to the pantry/hot food to the hot line) • increased efficiency- organized/easy to read • better marketing- can add messages to receipts • theft reduction- computer account of order