Dining Team Roles and Responsibilities
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Questions and Answers

Who is responsible for welcoming guests to the restaurant?

  • Food Runner/Expo
  • Host (correct)
  • Dining Manager/Supervisor
  • Lead Server/Captain

    • Who is responsible for entering accurate orders for kitchen staff?

  • Food Runner/Expo
  • Lead Server/Captain
  • Bartender
  • Server (correct)

    • Who is responsible for communicating any specialty item to the chef?

  • Food Runner/Expo
  • Server
  • Bartender
  • Lead Server/Captain (correct)

    • Who is responsible for keeping the restaurant stocked?

    <p>All partners</p> Signup and view all the answers

    Who is responsible for assembling and bagging to-go orders?

    <p>Food Runner/Expo</p> Signup and view all the answers

    What is the role of the busser in the restaurant?

    <p>To greet and water tables, and provide bread for servers</p> Signup and view all the answers

    What is the core principle of achieving great service in fine dining?

    <p>To create an environment of sophistication and warmth</p> Signup and view all the answers

    What is the guiding principle in responding to guest needs?

    <p>Give guests what they want</p> Signup and view all the answers

    What is the correct approach to taking orders?

    <p>Write down orders to ensure accuracy</p> Signup and view all the answers

    What is the ultimate goal of great service?

    <p>To encourage repeat visits</p> Signup and view all the answers

    What should you say to greet the party?

    <p>Good afternoon/evening, Joan, party of four?</p> Signup and view all the answers

    What should you do if guests are at the bar?

    <p>Offer to carry drinks or follow up with them after seating</p> Signup and view all the answers

    How should you take the beverage order?

    <p>Ensure each guest's position is accurately noted for efficient service</p> Signup and view all the answers

    What should you do when announcing additions to the menu?

    <p>Present menu items from memory with enthusiasm</p> Signup and view all the answers

    What should you do after taking the food order?

    <p>Inquire about a wine selection</p> Signup and view all the answers

    What should you do if a guest prefers not to be disturbed?

    <p>Move on without wiping that area</p> Signup and view all the answers

    How should you present the dessert and spirits menus?

    <p>From the guest's right side</p> Signup and view all the answers

    What should you do with the dessert mats after clearing dessert?

    <p>Leave them on the table</p> Signup and view all the answers

    What is the key to achieving personalized customer experiences in luxury fine dining?

    <p>Understanding and anticipating guest desires</p> Signup and view all the answers

    Why is it essential to have a host mindset in the restaurant?

    <p>To distinguish between guests and customers</p> Signup and view all the answers

    What is the primary focus of staff development in hospitality?

    <p>Training and motivating staff in hospitality and personalization</p> Signup and view all the answers

    What is the key to delivering an exceptional experience in fine dining?

    <p>Identifying and authentically responding to each individual's needs</p> Signup and view all the answers

    What is the recommended approach to giving feedback?

    <p>Adopting a positive approach to encourage improvement</p> Signup and view all the answers

    What is the goal of personalization in fine dining?

    <p>To provide memorable experiences tailored to individual preferences</p> Signup and view all the answers

    What is the primary goal of a host's interaction with guests?

    <p>To establish a warm, friendly, and professional tone</p> Signup and view all the answers

    What should be confirmed before sending a ticket to the kitchen?

    <p>The guest count and special orders with the proper modifier</p> Signup and view all the answers

    What is the essence of hospitality in terms of guest experience?

    <p>Making guests feel at home</p> Signup and view all the answers

    How should wine and champagne glasses be transported to the table?

    <p>On a clean metal tray, positioning them at the 9 o'clock spot</p> Signup and view all the answers

    Why is it important for a host to take note of a guest's seating preferences?

    <p>To accommodate guests' requests whenever possible</p> Signup and view all the answers

    What should be done with silverware when setting the table for a new course?

    <p>Replace the silverware with a new set, ensuring it is suitable for the upcoming course</p> Signup and view all the answers

    What is an effective way for a host to acknowledge a guest's special occasion?

    <p>By providing a personalized greeting or a small gesture</p> Signup and view all the answers

    What is the recommended approach to checking back with the table after serving a course?

    <p>Frame your inquiry to prompt specific requests, such as 'May I bring anything additional for you at this moment?'</p> Signup and view all the answers

    What is a key responsibility of a captain in the dining room?

    <p>To coordinate the service and act as a guest liaison</p> Signup and view all the answers

    How should the table be cleared after a course?

    <p>Clear from the right side of the guest, using your right hand when feasible</p> Signup and view all the answers

    What can a captain do to make a guest feel valued and appreciated?

    <p>Remember details from their previous visits</p> Signup and view all the answers

    What is the primary goal of a Captain's personalized service?

    <p>To create a warm and welcoming atmosphere</p> Signup and view all the answers

    What is an example of a 'Special Touch' in personalized service?

    <p>Arranging a special dessert for a guest's birthday</p> Signup and view all the answers

    How can a Captain 'Anticipate Needs' in personalized service?

    <p>By refilling drinks and providing additional utensils</p> Signup and view all the answers

    What is the benefit of a Captain 'Remembering Preferences' for frequent visitors?

    <p>To create a personalized dining experience</p> Signup and view all the answers

    What is the purpose of a Captain's 'Follow-Up' after the meal?

    <p>To ask for feedback and thank the guest for their visit</p> Signup and view all the answers

    A Captain's role includes suggesting dishes that align with guests' tastes.

    <p>True</p> Signup and view all the answers

    Servers are responsible for observing the pace of guests' meals and adjusting the timing of subsequent courses accordingly.

    <p>False</p> Signup and view all the answers

    Sending a personalized thank you note after a guest's visit is a way to elevate the service from basic to extraordinary.

    <p>True</p> Signup and view all the answers

    Servers are responsible for taking note of guests' preferences and dietary restrictions for future visits.

    <p>True</p> Signup and view all the answers

    Captains do not engage in genuine conversation with guests to learn about their interests and preferences.

    <p>False</p> Signup and view all the answers

    Servers do not provide personalized recommendations based on guests' preferences and dietary restrictions.

    <p>False</p> Signup and view all the answers

    Captains do not anticipate guests' needs before they arise, such as refilling drinks or providing additional utensils.

    <p>False</p> Signup and view all the answers

    Servers are not responsible for customizing orders to fulfill guests' special requests or modifications to dishes.

    <p>False</p> Signup and view all the answers

    Captains do not follow up with guests after the meal to ensure they had a satisfactory experience.

    <p>False</p> Signup and view all the answers

    Servers are not responsible for ensuring that each aspect of the dining experience is executed with precision and attention to detail.

    <p>False</p> Signup and view all the answers

    Captains should _______________ guests' needs before they arise, whether it's refilling drinks, providing additional utensils, or offering assistance with menu choices.

    <p>anticipate</p> Signup and view all the answers

    Servers should engage in genuine conversation with guests, taking the time to learn about their _______________ and preferences.

    <p>interests</p> Signup and view all the answers

    Captains can note guests' _______________ in the restaurant's database for future visits, including preferred seating arrangements, favorite dishes, or beverage choices.

    <p>preferences</p> Signup and view all the answers

    Servers can offer insights into the menu, such as the chef's _______________ or the origins of certain ingredients, to enhance the dining experience and demonstrate expertise.

    <p>specialties</p> Signup and view all the answers

    Captains can elevate the service from basic to extraordinary by sending a personalized _______________ note after a guest's visit.

    <p>thank you</p> Signup and view all the answers

    Servers should pay attention to cues about guests' _______________, interests, and dining habits to establish a connection.

    <p>preferences</p> Signup and view all the answers

    Captains should adjust the _______________ of subsequent courses accordingly, based on the pace at which guests are enjoying their meal.

    <p>timing</p> Signup and view all the answers

    Servers should strive to fulfill guests' _______________ by being flexible in accommodating special requests or modifications to dishes.

    <p>preferences</p> Signup and view all the answers

    Captains can provide personalized touches to the table setting or presentation of dishes to elevate the dining experience and create a warm and welcoming _______________.

    <p>atmosphere</p> Signup and view all the answers

    Captains can follow up with guests after the meal to ensure they had a _______________ experience, asking for feedback and thanking them for their visit.

    <p>satisfactory</p> Signup and view all the answers

    Study Notes

    High-Level Integration of Roles & Responsibilities

    • Each partner of the dining team plays a vital role in delivering exceptional service to guests.
    • Collaboration and support among the team ensure seamless service delivery.

    Roles and Responsibilities

    • Dining Manager/Supervisor:
      • Assures exceptional experience for guests
      • Handles resident conflicts
      • Provides feedback to partners
    • Host:
      • Welcomes guests to the restaurant
      • Creates floor plans for servers
      • Communicates visit notes
      • Assists as needed
    • Bartender:
      • Makes accurate drink orders
      • Stocks bus bins neatly
      • Enters accurate orders
      • Keeps the restaurant stocked
    • Lead Server/Captain:
      • Acts as guest liaison
      • Role-models elevated service
      • Communicates specialty items to the chef
      • Enters accurate orders
    • Server:
      • Enters accurate orders
      • Communicates specialty items to the chef
      • Assists with seating tables
      • Keeps the restaurant stocked
    • Food Runner/Expo:
      • Assembles and bags to-go orders
      • Accurately delivers food to tables
      • Keeps the restaurant stocked
      • Liaisons between the chef and FOH team
    • Busser:
      • Greets and waters tables
      • Provides bread for tables
      • Pre-busses tables
      • Resets tables

    Advanced Dining Room Etiquette

    • Great service hinges on the perception of being well-treated.
    • Fine dining service focuses on creating moments that elevate guests to a state of culinary bliss and unmatched hospitality.
    • Key principles:
      • The guest is always right.
      • Embrace positivity and personability.
      • Treat guests as you would in your own home.
      • Maintain eye contact and smile.
      • Aim beyond mere satisfaction.
      • Value all feedback.
      • Prioritize accommodation.
      • Keep personal issues away from guests.

    Sequence of Service: Detailed & Explained

    • Preparation:
      • Confirm with the host: party's name, size, and special considerations.
      • Gather details if guests are away from the podium.
    • Approach:
      • Greet the party with a pleasant greeting.
      • Convey readiness to guide them to their table.
    • Bar Coordination:
      • Offer to carry drinks or follow up with guests.
      • Confirm if they wish to transfer the bar tab.
    • Journey to the Table:
      • Lead the party to their table at a considerate pace.
      • Assist with seating by managing booth tables and chairs.
    • Greeting the Table:
      • Promptly acknowledge new guests within two minutes of seating.
      • Engage with a warm greeting, maintaining eye contact.

    Fine Tuning the Details

    • Pre-setting Glassware:
      • Ensure correct glassware and wine coasters are pre-set at the table.
    • Marking Silverware:
      • Use the correct silverware for each course.
      • Never compromise the integrity of a set table by borrowing silverware.
    • Checking Back with the Table:
      • Within 2-minutes or two bites from serving any course, discreetly return to the table.
      • Frame your inquiry to prompt specific requests.

    Maintaining Table Elegance

    • Clearing the Table:
      • Wait until all guests have finished before beginning to clear.
      • Clear from the guest's right side, using your right hand when feasible.
    • Clearing the Entrée:
      • Remove all dinnerware, including side plates and placemats (if applicable).
      • Collect all silverware and any empty glassware to de-clutter the table.
    • Wiping the Table:
      • Once the table is cleared, wipe from the right side with the crumber.
      • Collect crumbs efficiently by sweeping them outward, depositing them into a clean plate.

    Finishing Touches

    • Presenting the Dessert and Dessert Wine Menus:
      • After the main course has been cleared and the table refreshed, present the dessert and spirits menus.
      • Place the dessert menu at the center of each setting.
    • Clearing Dessert:
      • Follow the established clearing procedures, removing dessert plates only after all guests have concluded their dessert course.
    • Presenting the Check:
      • At dinner, the check presentation is prompted solely by the guest's request, barring specific direction from management.
      • Ensure accuracy in all charges, including bar transfers, promotional deletions, and corkage as per management's directives.

    Personalized Experiences

    • Hospitality:
      • Aim to make guests feel at home with every interaction.
    • Personalization:
      • Customize experiences to individual guest preferences for memorable moments.
    • Communication:
      • Employ effective, empathetic communication to build trust.
    • Staff Development:
      • Focus on training and motivating staff in hospitality and personalization.
    • Technology:
      • Use technology to anticipate and meet guest needs.
    • Feedback:
      • Continuously improve through feedback, enhancing service and satisfaction.### Personalized Experiences
    • Giving feedback should never involve insulting or belittling the recipient, and a positive approach should be adopted to ensure the recipient remains receptive.

    Manager/Supervisor

    • The person giving feedback should remain calm and composed to avoid the recipient becoming defensive.
    • Adopting a positive approach and being open-minded is crucial for effective feedback.

    Receiving Feedback

    • The recipient of feedback should demonstrate openness through active listening, eye contact, and collaborative idea generation.
    • Shared responsibility is essential, as everyone contributes to the guest experience, regardless of their role in the team.

    Going Above and Beyond

    • Creating alternatives or offering suggestions can help effectively say "no" without explicitly doing so.
    • Strive to offer alternative ideas that might please the guest when their exact request cannot be fulfilled.
    • Empathize and show a willingness to provide a satisfactory alternative.

    Essence of Exceptional Experience

    • Delivering an exceptional experience requires identifying and authentically responding to individual needs.
    • This principle applies universally across all organizational levels, from customers to employees, and from managers to executives.

    Team Ethos

    • Nurture a team ethos dedicated to creating exceptional experiences, driven by a commitment to make positive impacts.
    • Encourage interactions that create bespoke and meaningful moments for each diner's enjoyment and satisfaction.

    Appreciation Gestures

    • Consider sending personalized thank you notes after a visit, including information about upcoming special events or responses to guest queries.
    • This gesture can further personalize the experience and leave a lasting positive impression.

    Host

    • The host plays a crucial role in the restaurant, interacting with every guest and leaving both the first and last impressions.
    • The host's responsibility is to put guests at ease, establishing a warm, friendly, engaged, and professional tone.
    • The host acts as the command center for service, determining the pace of the evening and how and when to seat the dining room.

    Host Responsibilities

    • Greet guests with a genuine smile and warm welcome, addressing them by name if possible.
    • Take note of guests' seating preferences and accommodate their requests whenever possible.
    • Remember special occasions and acknowledge them with personalized greetings or small gestures.
    • Provide personalized menu recommendations based on guests' preferences and dietary restrictions.
    • Engage in friendly conversation with guests, showing genuine interest in their dining preferences and experiences.
    • Be aware of guests' needs in the dining room, noticing when they may need something.

    Host, Continued

    • Be proactive in accommodating special requests from guests, whether it's adjusting the seasoning of a dish or preparing a custom cocktail.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.
    • Bid farewell to guests with a personal touch, expressing gratitude for their visit and inviting them to return.

    Captain/Lead Server

    • As a captain, you act as the guest liaison, making a memorable impact on the guest experience.
    • Your timing needs to be impeccable, your food and beverage knowledge second to none, and your hospitality constantly on display.
    • Know regular guests by name, as well as their preferences, dietary restrictions, and any special occasions they may be celebrating.

    Captain/Lead Server Responsibilities

    • Offer personalized recommendations from the menu, based on guests' preferences and dietary restrictions.
    • Observe the pace at which guests are enjoying their meal and adjust the timing of subsequent courses accordingly.
    • Provide personalized touches to the table setting or presentation of dishes.
    • Engage in genuine conversation with guests, taking the time to learn about their interests and preferences.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.

    Captain/Lead Server, Continued

    • Anticipate guests' needs before they arise, whether it's refilling drinks, providing additional utensils, or offering assistance with menu choices.
    • Remember frequent visitors' preferences in the restaurant's database for future visits.
    • Offer insights into the menu, such as the chef's specialties or the origins of certain ingredients.
    • Send personalized thank you notes after their visit to leave a lasting impression.

    Server

    • This role and guest contact are similar to the captain role.
    • Build rapport by greeting guests warmly and engaging in friendly conversation to establish a connection.
    • Pay attention to cues about guests' preferences, interests, and dining habits.
    • Learn guest preferences, taking note of dietary restrictions, favorite dishes, preferred drinks, and any special requests.
    • Offer personalized recommendations based on guests' preferences and dietary restrictions.
    • Provide insights into the menu, including chef's specialties, seasonal offerings, and wine pairings.
    • Customize orders by accommodating special requests or modifications to dishes.
    • Ensure attention to detail in every aspect of the dining experience, from table setting to presentation of dishes.
    • Gauge the pace at which guests are dining and adjust the timing of courses accordingly.
    • Personalized service can elevate the dining experience and leave a lasting impression.

    High-Level Integration of Roles & Responsibilities

    • Each partner of the dining team plays a vital role in delivering exceptional service to guests.
    • Collaboration and support among the team ensure seamless service delivery.

    Roles and Responsibilities

    • Dining Manager/Supervisor:
      • Assures exceptional experience for guests
      • Handles resident conflicts
      • Provides feedback to partners
    • Host:
      • Welcomes guests to the restaurant
      • Creates floor plans for servers
      • Communicates visit notes
      • Assists as needed
    • Bartender:
      • Makes accurate drink orders
      • Stocks bus bins neatly
      • Enters accurate orders
      • Keeps the restaurant stocked
    • Lead Server/Captain:
      • Acts as guest liaison
      • Role-models elevated service
      • Communicates specialty items to the chef
      • Enters accurate orders
    • Server:
      • Enters accurate orders
      • Communicates specialty items to the chef
      • Assists with seating tables
      • Keeps the restaurant stocked
    • Food Runner/Expo:
      • Assembles and bags to-go orders
      • Accurately delivers food to tables
      • Keeps the restaurant stocked
      • Liaisons between the chef and FOH team
    • Busser:
      • Greets and waters tables
      • Provides bread for tables
      • Pre-busses tables
      • Resets tables

    Advanced Dining Room Etiquette

    • Great service hinges on the perception of being well-treated.
    • Fine dining service focuses on creating moments that elevate guests to a state of culinary bliss and unmatched hospitality.
    • Key principles:
      • The guest is always right.
      • Embrace positivity and personability.
      • Treat guests as you would in your own home.
      • Maintain eye contact and smile.
      • Aim beyond mere satisfaction.
      • Value all feedback.
      • Prioritize accommodation.
      • Keep personal issues away from guests.

    Sequence of Service: Detailed & Explained

    • Preparation:
      • Confirm with the host: party's name, size, and special considerations.
      • Gather details if guests are away from the podium.
    • Approach:
      • Greet the party with a pleasant greeting.
      • Convey readiness to guide them to their table.
    • Bar Coordination:
      • Offer to carry drinks or follow up with guests.
      • Confirm if they wish to transfer the bar tab.
    • Journey to the Table:
      • Lead the party to their table at a considerate pace.
      • Assist with seating by managing booth tables and chairs.
    • Greeting the Table:
      • Promptly acknowledge new guests within two minutes of seating.
      • Engage with a warm greeting, maintaining eye contact.

    Fine Tuning the Details

    • Pre-setting Glassware:
      • Ensure correct glassware and wine coasters are pre-set at the table.
    • Marking Silverware:
      • Use the correct silverware for each course.
      • Never compromise the integrity of a set table by borrowing silverware.
    • Checking Back with the Table:
      • Within 2-minutes or two bites from serving any course, discreetly return to the table.
      • Frame your inquiry to prompt specific requests.

    Maintaining Table Elegance

    • Clearing the Table:
      • Wait until all guests have finished before beginning to clear.
      • Clear from the guest's right side, using your right hand when feasible.
    • Clearing the Entrée:
      • Remove all dinnerware, including side plates and placemats (if applicable).
      • Collect all silverware and any empty glassware to de-clutter the table.
    • Wiping the Table:
      • Once the table is cleared, wipe from the right side with the crumber.
      • Collect crumbs efficiently by sweeping them outward, depositing them into a clean plate.

    Finishing Touches

    • Presenting the Dessert and Dessert Wine Menus:
      • After the main course has been cleared and the table refreshed, present the dessert and spirits menus.
      • Place the dessert menu at the center of each setting.
    • Clearing Dessert:
      • Follow the established clearing procedures, removing dessert plates only after all guests have concluded their dessert course.
    • Presenting the Check:
      • At dinner, the check presentation is prompted solely by the guest's request, barring specific direction from management.
      • Ensure accuracy in all charges, including bar transfers, promotional deletions, and corkage as per management's directives.

    Personalized Experiences

    • Hospitality:
      • Aim to make guests feel at home with every interaction.
    • Personalization:
      • Customize experiences to individual guest preferences for memorable moments.
    • Communication:
      • Employ effective, empathetic communication to build trust.
    • Staff Development:
      • Focus on training and motivating staff in hospitality and personalization.
    • Technology:
      • Use technology to anticipate and meet guest needs.
    • Feedback:
      • Continuously improve through feedback, enhancing service and satisfaction.### Personalized Experiences
    • Giving feedback should never involve insulting or belittling the recipient, and a positive approach should be adopted to ensure the recipient remains receptive.

    Manager/Supervisor

    • The person giving feedback should remain calm and composed to avoid the recipient becoming defensive.
    • Adopting a positive approach and being open-minded is crucial for effective feedback.

    Receiving Feedback

    • The recipient of feedback should demonstrate openness through active listening, eye contact, and collaborative idea generation.
    • Shared responsibility is essential, as everyone contributes to the guest experience, regardless of their role in the team.

    Going Above and Beyond

    • Creating alternatives or offering suggestions can help effectively say "no" without explicitly doing so.
    • Strive to offer alternative ideas that might please the guest when their exact request cannot be fulfilled.
    • Empathize and show a willingness to provide a satisfactory alternative.

    Essence of Exceptional Experience

    • Delivering an exceptional experience requires identifying and authentically responding to individual needs.
    • This principle applies universally across all organizational levels, from customers to employees, and from managers to executives.

    Team Ethos

    • Nurture a team ethos dedicated to creating exceptional experiences, driven by a commitment to make positive impacts.
    • Encourage interactions that create bespoke and meaningful moments for each diner's enjoyment and satisfaction.

    Appreciation Gestures

    • Consider sending personalized thank you notes after a visit, including information about upcoming special events or responses to guest queries.
    • This gesture can further personalize the experience and leave a lasting positive impression.

    Host

    • The host plays a crucial role in the restaurant, interacting with every guest and leaving both the first and last impressions.
    • The host's responsibility is to put guests at ease, establishing a warm, friendly, engaged, and professional tone.
    • The host acts as the command center for service, determining the pace of the evening and how and when to seat the dining room.

    Host Responsibilities

    • Greet guests with a genuine smile and warm welcome, addressing them by name if possible.
    • Take note of guests' seating preferences and accommodate their requests whenever possible.
    • Remember special occasions and acknowledge them with personalized greetings or small gestures.
    • Provide personalized menu recommendations based on guests' preferences and dietary restrictions.
    • Engage in friendly conversation with guests, showing genuine interest in their dining preferences and experiences.
    • Be aware of guests' needs in the dining room, noticing when they may need something.

    Host, Continued

    • Be proactive in accommodating special requests from guests, whether it's adjusting the seasoning of a dish or preparing a custom cocktail.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.
    • Bid farewell to guests with a personal touch, expressing gratitude for their visit and inviting them to return.

    Captain/Lead Server

    • As a captain, you act as the guest liaison, making a memorable impact on the guest experience.
    • Your timing needs to be impeccable, your food and beverage knowledge second to none, and your hospitality constantly on display.
    • Know regular guests by name, as well as their preferences, dietary restrictions, and any special occasions they may be celebrating.

    Captain/Lead Server Responsibilities

    • Offer personalized recommendations from the menu, based on guests' preferences and dietary restrictions.
    • Observe the pace at which guests are enjoying their meal and adjust the timing of subsequent courses accordingly.
    • Provide personalized touches to the table setting or presentation of dishes.
    • Engage in genuine conversation with guests, taking the time to learn about their interests and preferences.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.

    Captain/Lead Server, Continued

    • Anticipate guests' needs before they arise, whether it's refilling drinks, providing additional utensils, or offering assistance with menu choices.
    • Remember frequent visitors' preferences in the restaurant's database for future visits.
    • Offer insights into the menu, such as the chef's specialties or the origins of certain ingredients.
    • Send personalized thank you notes after their visit to leave a lasting impression.

    Server

    • This role and guest contact are similar to the captain role.
    • Build rapport by greeting guests warmly and engaging in friendly conversation to establish a connection.
    • Pay attention to cues about guests' preferences, interests, and dining habits.
    • Learn guest preferences, taking note of dietary restrictions, favorite dishes, preferred drinks, and any special requests.
    • Offer personalized recommendations based on guests' preferences and dietary restrictions.
    • Provide insights into the menu, including chef's specialties, seasonal offerings, and wine pairings.
    • Customize orders by accommodating special requests or modifications to dishes.
    • Ensure attention to detail in every aspect of the dining experience, from table setting to presentation of dishes.
    • Gauge the pace at which guests are dining and adjust the timing of courses accordingly.
    • Personalized service can elevate the dining experience and leave a lasting impression.

    High-Level Integration of Roles & Responsibilities

    • Each partner of the dining team plays a vital role in delivering exceptional service to guests.
    • Collaboration and support among the team ensure seamless service delivery.

    Roles and Responsibilities

    • Dining Manager/Supervisor:
      • Assures exceptional experience for guests
      • Handles resident conflicts
      • Provides feedback to partners
    • Host:
      • Welcomes guests to the restaurant
      • Creates floor plans for servers
      • Communicates visit notes
      • Assists as needed
    • Bartender:
      • Makes accurate drink orders
      • Stocks bus bins neatly
      • Enters accurate orders
      • Keeps the restaurant stocked
    • Lead Server/Captain:
      • Acts as guest liaison
      • Role-models elevated service
      • Communicates specialty items to the chef
      • Enters accurate orders
    • Server:
      • Enters accurate orders
      • Communicates specialty items to the chef
      • Assists with seating tables
      • Keeps the restaurant stocked
    • Food Runner/Expo:
      • Assembles and bags to-go orders
      • Accurately delivers food to tables
      • Keeps the restaurant stocked
      • Liaisons between the chef and FOH team
    • Busser:
      • Greets and waters tables
      • Provides bread for tables
      • Pre-busses tables
      • Resets tables

    Advanced Dining Room Etiquette

    • Great service hinges on the perception of being well-treated.
    • Fine dining service focuses on creating moments that elevate guests to a state of culinary bliss and unmatched hospitality.
    • Key principles:
      • The guest is always right.
      • Embrace positivity and personability.
      • Treat guests as you would in your own home.
      • Maintain eye contact and smile.
      • Aim beyond mere satisfaction.
      • Value all feedback.
      • Prioritize accommodation.
      • Keep personal issues away from guests.

    Sequence of Service: Detailed & Explained

    • Preparation:
      • Confirm with the host: party's name, size, and special considerations.
      • Gather details if guests are away from the podium.
    • Approach:
      • Greet the party with a pleasant greeting.
      • Convey readiness to guide them to their table.
    • Bar Coordination:
      • Offer to carry drinks or follow up with guests.
      • Confirm if they wish to transfer the bar tab.
    • Journey to the Table:
      • Lead the party to their table at a considerate pace.
      • Assist with seating by managing booth tables and chairs.
    • Greeting the Table:
      • Promptly acknowledge new guests within two minutes of seating.
      • Engage with a warm greeting, maintaining eye contact.

    Fine Tuning the Details

    • Pre-setting Glassware:
      • Ensure correct glassware and wine coasters are pre-set at the table.
    • Marking Silverware:
      • Use the correct silverware for each course.
      • Never compromise the integrity of a set table by borrowing silverware.
    • Checking Back with the Table:
      • Within 2-minutes or two bites from serving any course, discreetly return to the table.
      • Frame your inquiry to prompt specific requests.

    Maintaining Table Elegance

    • Clearing the Table:
      • Wait until all guests have finished before beginning to clear.
      • Clear from the guest's right side, using your right hand when feasible.
    • Clearing the Entrée:
      • Remove all dinnerware, including side plates and placemats (if applicable).
      • Collect all silverware and any empty glassware to de-clutter the table.
    • Wiping the Table:
      • Once the table is cleared, wipe from the right side with the crumber.
      • Collect crumbs efficiently by sweeping them outward, depositing them into a clean plate.

    Finishing Touches

    • Presenting the Dessert and Dessert Wine Menus:
      • After the main course has been cleared and the table refreshed, present the dessert and spirits menus.
      • Place the dessert menu at the center of each setting.
    • Clearing Dessert:
      • Follow the established clearing procedures, removing dessert plates only after all guests have concluded their dessert course.
    • Presenting the Check:
      • At dinner, the check presentation is prompted solely by the guest's request, barring specific direction from management.
      • Ensure accuracy in all charges, including bar transfers, promotional deletions, and corkage as per management's directives.

    Personalized Experiences

    • Hospitality:
      • Aim to make guests feel at home with every interaction.
    • Personalization:
      • Customize experiences to individual guest preferences for memorable moments.
    • Communication:
      • Employ effective, empathetic communication to build trust.
    • Staff Development:
      • Focus on training and motivating staff in hospitality and personalization.
    • Technology:
      • Use technology to anticipate and meet guest needs.
    • Feedback:
      • Continuously improve through feedback, enhancing service and satisfaction.### Personalized Experiences
    • Giving feedback should never involve insulting or belittling the recipient, and a positive approach should be adopted to ensure the recipient remains receptive.

    Manager/Supervisor

    • The person giving feedback should remain calm and composed to avoid the recipient becoming defensive.
    • Adopting a positive approach and being open-minded is crucial for effective feedback.

    Receiving Feedback

    • The recipient of feedback should demonstrate openness through active listening, eye contact, and collaborative idea generation.
    • Shared responsibility is essential, as everyone contributes to the guest experience, regardless of their role in the team.

    Going Above and Beyond

    • Creating alternatives or offering suggestions can help effectively say "no" without explicitly doing so.
    • Strive to offer alternative ideas that might please the guest when their exact request cannot be fulfilled.
    • Empathize and show a willingness to provide a satisfactory alternative.

    Essence of Exceptional Experience

    • Delivering an exceptional experience requires identifying and authentically responding to individual needs.
    • This principle applies universally across all organizational levels, from customers to employees, and from managers to executives.

    Team Ethos

    • Nurture a team ethos dedicated to creating exceptional experiences, driven by a commitment to make positive impacts.
    • Encourage interactions that create bespoke and meaningful moments for each diner's enjoyment and satisfaction.

    Appreciation Gestures

    • Consider sending personalized thank you notes after a visit, including information about upcoming special events or responses to guest queries.
    • This gesture can further personalize the experience and leave a lasting positive impression.

    Host

    • The host plays a crucial role in the restaurant, interacting with every guest and leaving both the first and last impressions.
    • The host's responsibility is to put guests at ease, establishing a warm, friendly, engaged, and professional tone.
    • The host acts as the command center for service, determining the pace of the evening and how and when to seat the dining room.

    Host Responsibilities

    • Greet guests with a genuine smile and warm welcome, addressing them by name if possible.
    • Take note of guests' seating preferences and accommodate their requests whenever possible.
    • Remember special occasions and acknowledge them with personalized greetings or small gestures.
    • Provide personalized menu recommendations based on guests' preferences and dietary restrictions.
    • Engage in friendly conversation with guests, showing genuine interest in their dining preferences and experiences.
    • Be aware of guests' needs in the dining room, noticing when they may need something.

    Host, Continued

    • Be proactive in accommodating special requests from guests, whether it's adjusting the seasoning of a dish or preparing a custom cocktail.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.
    • Bid farewell to guests with a personal touch, expressing gratitude for their visit and inviting them to return.

    Captain/Lead Server

    • As a captain, you act as the guest liaison, making a memorable impact on the guest experience.
    • Your timing needs to be impeccable, your food and beverage knowledge second to none, and your hospitality constantly on display.
    • Know regular guests by name, as well as their preferences, dietary restrictions, and any special occasions they may be celebrating.

    Captain/Lead Server Responsibilities

    • Offer personalized recommendations from the menu, based on guests' preferences and dietary restrictions.
    • Observe the pace at which guests are enjoying their meal and adjust the timing of subsequent courses accordingly.
    • Provide personalized touches to the table setting or presentation of dishes.
    • Engage in genuine conversation with guests, taking the time to learn about their interests and preferences.
    • Follow up with guests after the meal to ensure they had a satisfactory experience.

    Captain/Lead Server, Continued

    • Anticipate guests' needs before they arise, whether it's refilling drinks, providing additional utensils, or offering assistance with menu choices.
    • Remember frequent visitors' preferences in the restaurant's database for future visits.
    • Offer insights into the menu, such as the chef's specialties or the origins of certain ingredients.
    • Send personalized thank you notes after their visit to leave a lasting impression.

    Server

    • This role and guest contact are similar to the captain role.
    • Build rapport by greeting guests warmly and engaging in friendly conversation to establish a connection.
    • Pay attention to cues about guests' preferences, interests, and dining habits.
    • Learn guest preferences, taking note of dietary restrictions, favorite dishes, preferred drinks, and any special requests.
    • Offer personalized recommendations based on guests' preferences and dietary restrictions.
    • Provide insights into the menu, including chef's specialties, seasonal offerings, and wine pairings.
    • Customize orders by accommodating special requests or modifications to dishes.
    • Ensure attention to detail in every aspect of the dining experience, from table setting to presentation of dishes.
    • Gauge the pace at which guests are dining and adjust the timing of courses accordingly.
    • Personalized service can elevate the dining experience and leave a lasting impression.

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    Understand the importance of each partner's role in delivering exceptional service to guests and how collaboration contributes to seamless service delivery.

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