Restaurant Service ProStart Chapter 4

THE TWO DIMENSIONS OF QUALITY SERVICE

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PERSONAL

THE ARENA OF

QUALITY SERVICE

Room for Improvem

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© William B.Martin

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THE FREEZER

© William B. Martin

THE FACTORY

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© William B. Martin

THE FRIENDLY ZOO

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© William B.Martin

QUALITY CUSTOMER SERVICE

Personal

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©William B. Martin

Table Service American/German

Plate Service English

Family Style French

Cart Service Russian

Platter Service

Service Styles American/Plate English/Family French/Cart Russian/Platter

Final Prep Kitchen Kitchen Table Side Kitchen

Menu Price Average $$ Average $$ Highest $$ Second Highest $$

Table Turn Average Quickest Most time Average

Space 15 sq feet per guest 18 sq feet per guest Small table, large aisle Larger Table

Quality/Portion Control Most Average, can give too much

Least Average, can give too much

Labor Cost Front Average Back High

Front Average Back High

Front Highest Back Lowest

Front High Back High/Average

Training Cost Low Lowest Back low Front high

Lower than cart, but extra skill = extra $$

Table Cover (table setting)

Primary course, salad, entrée 4 max

Primary course Salad, entrée

Minimal 1st course only Set ahead for entire menu

Serve/Clean Serve left Clear right

Guest serve Serve and clear right Serve and clear right

Tableware Spoons

Tableware Forks

Tableware Knives

Server or Station Which of the following items should be

carried by the server and which should be found at the service station?

Matches Corkscrew Menus Pen Water glasses Silverware Condiments Napkins

Service Sequence Welcome guest Place napkin in lap Pour water Present menu Inspire-Entice-Inform Take beverage/appetizer order Serve beverage/appetizer Take food order

Service Sequence Continued Remove appetizer dishes Serve breads Serve salads Remove salad dishes Serve entrée & accompaniments Check with guests Clear tables/crumbs Take dessert order Present guest check

Restaurant Service Overview

Chapter 1

Objectives….

By the end of this session today you will learn…. • 7 different types of Restaurant

Concepts and their style of service • Identify what a Franchise is • What are the 3 main groups restaurants

are generally classified under

What is the role of a Restaurant?

• Prepare and Serve Good Food & Drinks • Provide Friendly Service • Create Good Atmosphere • Health and Safety • Honesty • Good Value for Money

Definition and Role of a Restaurant

Q. What is a Restaurant? A. A restaurant is a place to that

prepares food and drink to customers in return for money.

Did you know that the first ever

Restaurant was called a “Public Dining Room” and originated from France

?

Types of Restaurants…

• In groups of 4 list as many different types of Restaurants you can think of….

For Example • Indian • Coffee Shop

RESTAURANT CONCEPTS

The main concept of a restaurant is main product line of the menu. For example; Vietnamese Food, Pizza, Hamburgers, Coffee Shop Restaurants are generally classified into 3 groups 1. Quick Service- Low Price, Fast Food 2. Medium Scale- Medium Price, Casual Dining 3. Upscale- High End price, great quality of food

and full table service

Fast Food Restaurants Are also known as Quick Service Restaurants and they are

usually part of a restaurant chain or franchise operation

What is a Franchise?

A Franchise is the right to use a brand name. A store, business, or restaurant can operate

under the brand name license and sell the company’s goods.

Fast Casual Dining Is a type of restaurant that does not offer full table service but

promises a higher quality of food and atmosphere than a Fast Food Restaurant.

Cafés are restaurants that focus on Coffee with selection of Sandwiches & Cakes. Cafés are also popular for Breakfast and Lunch Menus.

The term “Café” comes from France and means “Coffee”.

Cafés

Pubs A pub is short for “Public House” where people meet

to drink and socialize. Pubs originated over hundreds of years ago from Europe

especially the UK. Pubs serve many types of beers and food menus.

Casual Dining Is a relaxed atmosphere with sit down table service, the customer

is given a Food and Drinks Menu to order from. It is also known as “Family Style Dining” .

It is one of the most popular style of Restaurants and can be any number of themes such as Italian, Mexican, Indian.

Prices are reasonable and not too expensive.

Buffet Is a self service casual dining experience where the guest have a variety of foods to choose from, with no menu.

Fine Dining Restaurants are described as upscale restaurant with an

elegant atmosphere, high quality food and high end service. The staff are professional and well trained, food and wine

expensive but worth the experience.

ACTIVITIES

• Please refer to your handouts and complete Exercises 1,2 & 3. You may work in pairs.

• On your own please complete exercises

4,5 & 6

Restaurant Service Overview Restaurant Service Scale $ Fast Food Quick service, order from counter

Burgers, Pizza, Fries Quick $

Fast Casual Dining

Quick service, order from counter Better Quality of food than Fast Food Restaurants

Quick $

Cafes Casual service, well known for coffees and menu selection of sandwiches, soups, pastas and cakes

Medium $$

Pubs Casual service, variety of beers, food menu.

Medium $$

Casual Dining Casual sit down table service. Medium range prices.

Medium $$

Buffet Self Service, all you can eat, no menu Except for drinks

Medium $$

Fine Dining Table service. High end quality of food and wines. Professional Staff.

Upscale $$$

SPEAKING EXERCISE Write down the answers to the following questions….. 1. What is your name? 2. What is your favorite restaurant you like to go to? 3. What type of Restaurant would you like to own and why? Example: • My name is Ursula • I like dining at Red Sky on Tran Phu Street as they cook

the best steaks in town • I would like to own a pub as I like the casual

atmosphere, sports and friendly people.

SITHFAB003A – SITHFAB011A

Serve food and beverage to customers

Develop and update food and beverage knowledge

Types of Service

Types of service depends on the type of establishment

Fast food to five star restaurant Could be counter service at a

bistro, buffet service, self service, plate service, Gueridon service and a host of items in between.

Types of Menu A la carte Table d’hote Carte du jour (card of the day) Plat du jour ( plate of the day) Buffet

Features of a la carte menu

Cooked to order Dishes individually priced Wide selection of dishes Individually priced Cooking time approx 20 minutes

Features of table d’hote menu

Set number of courses Limited choice or no choice Set price Dishes partially pre prepared

Meals of the day BREAKFAST CONTINENTAL BREAKFAST FULL BREAKFAST MORNING TEA BRUNCH LUNCH AFTERNOON TEA PRE THEATRE DINNER (HIGH TEA) DINNER SUPPER

Courses for horses

Traditionally a classical menu consisted of as many as 12 courses

Today it is broken down to three Lets have a look at the courses Hors d’ouvre (appetizers) Potages (soups)

Courses for horses continued

Poissons (fish dishes) Entrees (small portion butchers meat) Releves (main course of butchers meet, ie

whole joint of meat) Sorbets (wine flavoured water ice) Rotis ( Roasted game or poultry) Legumes ( Vegetable dishes) Entremets (sweet dishes, hot or cold) Savoureux ( savoury dishes, lightly spiced)

Courses for horses continued

Dessert ( fresh fruit and nuts Café ( black coffee small portion) Petit fours (fancy biscuits or chocolates)

Today we usually have three courses Entrée or Starter Main Dessert or Sweet dish

Accompaniments to dishes Bread (brown bread and butter, melba toast,

croutons etc) Condiments ( salt and pepper, mustards, oil

and vinegar etc) Proprietary sauces (tomato sauce, HP sauce,

mint jelly, cranberry BBQ sauce) Prepared sauces ( apple, mint, mayo,

bearnaise, tartare, salsa) Miscellaneous ( lemon wedge, sour cream,

herbs, pickles, parmesan cheese)

Cooking of the steak Steak can be cooked various ways from rare

to well done, we abbreviate this as follows; Rare or Blue ( R) Cool red centre Medium rare (MR) Warm red centre Medium (M) Hot pink centre Medium well (MW) Thin line of pink in centre Well done (W) Cooked thoroughly

Vegetable Accompaniments Various vegetables can be used to accompany the

main course or sometimes vegetables can be eaten on their own

Asparagus Broccoli Carrot Spinach Cucumber Potato Mushrooms

Examples of Starters Smoked Tasmanian Salmon Carpaccio of Ocean trout Terrine of seafood Pate maison Lobster bisque Calves liver with onion marmalade Warm chicken salad Freshly shucked Sydney Oysters Minestrone

Examples of main course dishes

Char broiled green lobster tail Grilled tuna steak with salsa Fillet mignon and béarnaise Chateaubriand Lamb fillets tandoori Duckling with orange sauce Fried whiting fillets

Examples of sweet dishes Wattle seed pavlova Chocolate mud cake Bavarois Figs with mascarpone Bread and butter pudding Apple strudel Zabaglione Sticky toffee pudding

Cheese please There is nothing like finishing of a meal that a

good selection of cheeses, cheeses can be accompanied by;

Breads, water biscuits, crackers, bread sticks Vegetables such as radish, celery, spring

onion Fruits Condiments, such as chutney, pickles

Examples of Cheese Soft cheese ( ricotta , cottage, cream) White mould ( Brie, camembert) Blue veined ( Blue vein, Roquefort) Cheddar cheese ( Vintage , tasty, Cheshire) Round Eye cheese ( edam, gouda, swiss) Hard Cheese and soft cheese is not usually

offered on a cheese plate.

Savouries These dishes are sometimes offered as

cocktail food at functions some examples are; Sardines on toast Bococcini and roasted tomato on toast Angels on horseback (oysters wrapped in bacon)

Oysters, salmon and other bite size seafood on pumpernickel

Menu Terminology

Al Dente ( term used to describe pasta or vegetables cooked with a bite)

Baba ( yeast based sponge) Barquettes ( boat shaped tartlets) Boullabaise ( Fish stew) Brochette ( cooked on a skewer) Canape (savoury on toast or biscuit) Carpaccio ( finely sliced marinated meat or fish)

Menu Terminology continued

Farce (stuffing) Frappe ( chilled or iced) Fume ( smoked) Glace ( ice cream) Julienne ( strips of vegetables or fruit) Medallion ( round piece of meat or fish) Quenelles ( mince from fish, meat, chicken

which is poached)

Menu Terminology continued

Marinade ( mixture of liquid and seasoning used to soak meat to tenderise and flavour)

Ragout ( rich brown dish, usually meat) Shuck ( to open an oyster or clams) Tournedos ( small cuts from the middle of the

fillet of beef Zabaglione ( mixture of egg yolk sugar and

marsala)

Menu Terminology continued

Bisque ( shellfish soup) Brioche ( yeast roll) Coulis ( a puree of fruit) Compote ( stewed or poached fruit) Diable ( seasoned with hot spices) Duxelle ( chopped cooked mushrooms and

onion) Flambe ( to flame) Gateau ( cake)

Sections of the service area

Aboyeur – located at entry or exit of area Cold Press – cold food collected before hot food Hot Press – collect last, plates burn you less Still Room/Pantry – can be located separate from the

kitchen Dispense Bar- close to kitchen and dining area Washup – located at entry to kitchen Doors should only open one way, less collisions and

should be wider than standard doors Two way doors should be fitted with a viewing glass

General Service Rules

Ladies should be served first, the host/ess last All service is done from the right except silver service Food should be served clockwise, from the right Beverage should be served clockwise, from the right When carrying flats the restaurant, spoon and fork

should be carried in the hand Vegetable dishes, sauce boats etc, should sit on an

under liner Vegetable dishes should be held on the palm Silver service served from the left, keep platter close

to customers plate

Service Sequence for – a la carte

Receive and sit customers Lap napkins Introduce yourself, present wine and food menu Take out water, and serve Explain specials and take aperitif order Serve bread and butter Serve aperitif Take food order when customers are ready Transfer order onto kitchen docket and take to

kitchen

Service Sequence for – a la carte cont.

Adjust cutlery if necessary Take wine order and serve wine Serve first course Top up white wine (or serve whatever wine ordered) Clear first course when all customers have finished Serve red wine if ordered Serve main course, top up wine Clear main course including side plates, butter dish

and salt and pepper Crumb the table

Service Sequence for – a la carte cont.

Present dessert menus Take dessert order Take dessert wine order and serve it Lay cutlery for dessert Serve dessert, top up wine Clear dessert and take coffee order Serve coffee, take order for after dinner drinks Prepare the bill, present bill when customer ask for it Assist the customers when they leave , thank them

for their patronage

General rules for taking bookings

Write the booking directly into the reservation book Use a pencil, date, day Know the seating capacity of the restaurant Number of people (covers) Time of booking, name and phone number of person Special requests Repeat booking to the customer Thank customer , confirmed Cancellations should be crossed out Let customer hang up first

General points for order taking

Know the menu, wine list and specials Know preparation methods of dishes & times Stand straight , speak clearly Make suggestions, write order on docket book Repeat order to the each guest Remove menu from the guests Double check the numbers and requests Number the chairs clockwise or use own system Use abbreviations ie. (MR) (W) GT (gin and tonic)

Information required on docket book

Table servers name or initials Number of covers Table number Time order taken Date (yes and no) Order Preferences

General rules for setting up

All table ware must be spotless Cutlery – dipped in hot water and polished Crockery – check for cracks and cleanliness Glasses – over steam and polished Table Accompaniments; salt and pepper flower vase candle holder

EVERYTHING MUST BE SPOTLESS

A finger bowl should be served with

Fresh artichokes Fresh asparagus, when served as a course Oysters natural Some poultry /fowl dishes especially roast

quail All fresh fruit Crustaceans, when served in the shell When customer is observed using the fingers

to eat

Different service styles American Service – all food is plated in the kitchen English Service- meat is on platters, host carves the

meat and then is silver served Russian Service- wait staff offer the food on platters,

guest help themselves French Service- food is partially or wholly prepared at

the table Gueridon Service- like French service but without

table –side preparation, flambé dishes

What time is my meal due?

Breakfast: 6am-10am Morning tea: 10am -11am Brunch: 11am -2pm Lunch: 12noon-3pm Afternoon Tea: 3.30pm-4.30pm High tea/pre theatre:5pm-6pm Dinner: 6.30pm-10pm Supper: 10pm onwards

Production of Cheese

1. Milk is warmed 2. Bacteria and rennet are added, milk

coagulates 3. Curd is cut to drain off whey 4. Curd is sometimes heated, pressed and or

turned to drain more 5. Curd is moulded, shaped 6. Curd is salted before and/or after step 5 7. Matured under controlled conditions

Most popular varieties of cheese

Name Origin Flavour Class Brie France Mild Soft Camembert France Mild Soft Cheddar England Mild Firm Edam Holland Mild Firm Port Salut France Bland Semi-soft Roquefort France Strong Soft Parmesan Italy Sharp Hard Stilton England Strong Soft

The service of cheese

1. Present the cheese board 2. Use a different board for carving 3. Cut firm cheeses first, blue vein cheeses last 4. Remove inedible rind , ie swiss, jalsberg 5. Produce clean cuts of regular shape 6. Arrange the cuts in a pleasant form on an

entrée plate 7. Serve with crackers and other

accompaniments

General points for planning a buffet

LOCATION OF THE BUFFET TABLE ZONING ARRANGEMENTS SERVING LINES TYPE AND COLOUR OF CLOTH/SKIRTING DECORATIONS (CARVINGS, ETC) OTHER ITEMS ( SPOTLIGTHS ETC)

TABLE SET UP FOR MEETINGS

Table covered with cloth Jugs with ice water on under plates, no

doiley Water glasses upside down Writing pens and pads Information material (supplied by

organizer)

Receiving line, if brides parents paying for reception

BRIDE’S MOTHER BRIDE’S FATHER BRIDE GROOM GROOM’S MOTHER GROOM’S FATHER MATRON OF HONOUR BEST MAN BRIDESMAIDS GROOMSMEN

Order of Service and toast at wedding reception

1. Receiving line 2. Grace 3. Filling of glasses for the first toast 4. Royal toast or loyal toast 5. Commencement of the service of the meal 6. Toast proposed to the bridal couple after the MC 7. Groom responds and proposed a toast to the bridesmaids 8. Best man responds 9. Any other toasts 10. Best man reads telegrams 11. Cutting of the cake 12. Bridal waltz 13. Bridal couple change and leave