Restaurant Management Course Initiating Service PDF

Restaurant Management Course Dr. Sarah Hassan Initiating the service I. Introduction Initiating the service means beginning the service. It includes greeting and seating the guests, taking the orders, timing t...

Restaurant Management Course Dr. Sarah Hassan Initiating the service I. Introduction Initiating the service means beginning the service. It includes greeting and seating the guests, taking the orders, timing the meal, placing and picking up the orders in the kitchen. Appropriate conversation, answering questions, and making suggestions to increase sales are also important parts of the initial service. II. Seating Guests Who Seats Guests? Guests may be greeted and seated by the maître d’hôtel, the host, or the head server. This process can make guests feel immediately welcome and give them a good first impression of the restaurant. It also allows the maître d’hôtel or host to control the traffic flow of guests in the dining room by seating guests evenly among stations and arranging the seating. Guests are allowed to select their own tables, booths, or counter spaces in some restaurants. Where To Seat Guests? Common sense dictates where parties of guests should be placed in a dining room. Utilize tables according to party size. Example: - seat a large family  large round table - a couple  smaller table for two (deuce). Clean indoor air statutes prohibit smoking in public establishments in many states. Other states limit smoking to designated smoking areas of restaurants. These areas must be set aside from nonsmoking areas and posted for smoking. Seat smokers in smoking sections and nonsmokers away from them in nonsmoking sections. 1 Restaurant Management Course Dr. Sarah Hassan Loud, noisy parties may be placed in private rooms or toward the back of the dining room so they do not disturb other guests. Elderly guests or guests with disabilities may wish to be near the entrance to minimize walking distances. Young couples like quiet corners and good views. Of course, if guests request a specific location, you should try to accommodate them. How To Seat Guests? Approach guests with words of greeting, such as “Good evening.” Guests will inform you when they have reservations. When they do not have reservations, ask them, “How many are in your party?” and, if appropriate, “Would you like to be seated in a smoking or nonsmoking area?” When there appears to be one person, ask, “Table for one?” instead of “Are you alone?” or “Just one?” If there is dining seating available, take clean menus and lead the guests to the table. If guests must wait for seating, take a name or provide a coaster pager and tell them you will notify them when a table becomes available. When women are in the party, a maître d’hôtel or head server seats one or more of them in the seats with the best view. The men in the party usually assist in seating the other women present. A female host or server generally pulls out the women’s chairs to indicate where they may be seated, but does not actually seat them. When patrons will be placed at wall tables with banquette seats on one side, the tables may be pulled away from the seats by the maître d’hôtel or host so that guests may be seated easily. 2 Restaurant Management Course Dr. Sarah Hassan An open menu is presented to each guest, and friendly conversation is carried on throughout this initial service. At this time, remove table settings that will not be used, bring booster chairs or high chairs for children, and supply missing serviceware. Fill water glasses or have them filled by a busser. Controlling Seating To control the traffic flow in the restaurant, the greeter should avoid seating two groups of guests in the same station at the same time. Instead, parties should be seated in different stations so that any one server is not overloaded and the guests receive better service. The greeter should be sure guests are seated in order of their arrival and registration. On a busy day, many restaurants are so popular that guests have to wait for a table. The waiting areas can be mini-destination areas, where guests enjoy first courses and beverages before moving into the dining room for the main course. III. Approaching the Guests When approaching guests to begin service, greet the party of guests with a friendly, appropriate greeting such as “Hello” or “Good evening.” Some restaurant managers like you to announce your name and that you will be the server for the meal. Inform the guests of unlisted specials and your recommendations at this time, and then ask, “Would you like to order a cocktail or beverage?” If you are busy with another table when the newest party of guests is seated in your station, approach the new group and tell them you will be with them shortly. They will appreciate your attention and be patient knowing you will be with them as soon as possible. The server should approach the guests after they have had time to look at the menu. Approach the host of the party first, because he or she may wish to order for the guests. The host is the spokesperson and will address the server for the entire group. He or she is the person most attentive to the wellbeing of all the members of the party and often takes the seat at the head of the table. Approach the host first from the left, and if he or she does not wish to order for the others, begin taking the order from the next person to the right. 3 Restaurant Management Course Dr. Sarah Hassan IV. Taking Orders Methods of Taking Orders Stand with the order pad supported in the palm of your hand and a sharp pencil ready. Never place your book or order pad on the table to take an order. Use one of the two following techniques to help you identify the first person who orders and to know where to start serving when you bring the food: 1. Make a mental note of the first person who orders. If you are taking the order on paper rather than on the guest check, you may write down a unique characteristic identifying the first person. For example: note hair color, glasses, clothing, or tie. Then from that reference person, proceed taking orders counterclockwise around the table. When you serve the meal, you can serve exactly what each guest ordered without asking questions. 2. Note and circle the seat number of the first person who orders. Seat numbers should be understood in advance. For example, the seat on the kitchen side of the table can be known as seat number one, the seat to the left of this seat going counterclockwise is seat number two, and so forth. If all servers use this system, any other server or restaurant employee can deliver food to your table when you are busy. Write clearly and systematically for your own benefit and that of the kitchen staff, who must prepare the order exactly according to your instructions. Take the order completely. You may have to ask the guests these questions: - Choice of salad dressing - Whether drinks should be iced - Sour cream or butter on baked potatoes 4 Restaurant Management Course Dr. Sarah Hassan - Choice of vegetable or side - How meat should be cooked - How eggs should be cooked - When to serve coffee Use common abbreviations known to kitchen staff when you take orders the order back to the guests for their confirmation, especially when the order is given in an irregular fashion. Retrieve the menu from each guest after you write his or her order. Methods of Taking Orders 1. Checklist order system With a checklist order system, the server simply selects the food choice from a preprinted list of menu items. The server indicates the quantity and size of each item and multiplies quantity times unit price to get the total for that item in the right-hand column. The right- hand totals are added for the guest check total at the bottom. This system is used in short-order, fast-food establishments with a limited menu. 2. A guest-check order system The server hand-writes the order directly on the guest-check form. The bar order is written on the back, and the food order is recorded on the front of the check, or the bar order may be taken on a separate check. The food check is placed in the kitchen and filled by the chef in turn with other orders. It is returned to you when you pick up the meal from the kitchen. Taking the order directly on the guest check is most satisfactory when the menu is printed with numbered meal combinations such as breakfasts and lunches. This method is best used when the kitchen is a single unit, so that the check does not have to be excessively handled. 5 Restaurant Management Course Dr. Sarah Hassan 3. A notepad order system The server makes a chart on a blank pad of paper. Each food course is listed at the heading of a column, and guests are noted down the left margin. The choices that the guests make are then noted under the appropriate headings. Carbon copies are made, parts of the order are rewritten, or the order is keyed into the computer for the kitchen staff and the original order is retained by the server, who uses it to serve cocktails, appetizers, salads, and other items. After the meal, the server summarizes the order on a guest check or prints a guest check on the computer and presents the check to the guest for payment. A notepad system of taking the order is advantageous when the guests order full-course meals and the servers are responsible for plating and/or garnishing some courses, such as soups, salads, and desserts, and serving them in the proper order. This method of taking the order is also used with a multiunit kitchen consisting of separate chefs for steam table foods (stews, soups), grilled foods (eggs, steaks, chops), and cold foods (salads, appetizers, desserts). 6 Restaurant Management Course Dr. Sarah Hassan 4. Handheld computer order system With a handheld computer order system, an order is taken directly on a handheld computer by touching prompts or writing on the screen with a stylus. The order is sent electronically to the kitchen and bar. V. Appropriate topics of conversation Brief conversation with guests, or small talk, is a pleasant part of your job and makes the guests comfortable in restaurant surroundings. It may include complimentary comments about menu items, food suggestions, opinions about the weather Keep comments and topics positive in nature; you can always find something nice to say. Avoid any negative comments, such as those that may concern coworkers or the restaurant owners and the specifics of problems in the kitchen. Also resist the temptation to discuss your personal life or that of the guest. Keep small talk short and pleasant while attending to your work as a server. Answering Questions As a server, you are asked questions about food, the restaurant, the community, and even the state. Prepare yourself to answer questions by reading and listening. Be knowledgeable enough to answer questions intelligently and “suggestive sell”. You should know the following information about your restaurant: - The hours, phone number, address of the restaurant - The restaurant’s Web site / WIFI - The menu and the ingredients in every dish served. Know the special of the day. Also know the general menu of other dining rooms and coffee shops on the premises and the hours they are open. - Historic facts of interest about your restaurant and community Events and attractions in the community, area, and state If you are asked a reasonable question that you cannot answer, get the correct answer from someone who knows. For example: when a guest asks whether there are onions in the beef bourguignonne and you do not know, say, “I don’t know, but I’ll ask the chef.” 7 Restaurant Management Course Dr. Sarah Hassan Many restaurants have a staff meeting at about 11:00 A.M. or 4:00 P.M. so that the host or maître d'hôtel can go over the menu for the day and announce changes in service. At this meeting, you are informed of the specials, soup selection, and dessert assortment, as well as about large groups that have reservations. VI. Making Suggestions and Increasing Sales Suggestive selling is an extremely important task of servers in a restaurant. Suggestive selling means recommending the restaurant’s food, beverages, and services to guests to improve their restaurant experience and to increase the size of the guest check. Larger guest checks translate into increased profits for the restaurant and larger tips for you. Suggest cocktails before the meal and perhaps cold or hot appetizers to enjoy with cocktails. Suggest side orders that complement the entrée, such mushrooms with steak. Also suggest beverages and desserts. Suggesting from dessert tables is particularly advisable, because the mouthwatering display of desserts should almost sell themselves. If you know that guests are celebrating, suggest the wine list or a birthday dessert or cake if your restaurant offers one. Another service is to suggest bringing an extra plate to divide a regular portion between children or to suggest children’s portions or menus. During a special training session or periodic sessions in conjunction with menu changes, the manager or trainer may actually let you taste the foods served in the restaurant. This is a wonderful way to become acquainted with foods so that you can answer any questions and make recommendations. When asked to help a guest choose between two menu selections, say why you would recommend one. Do not degrade the second choice. Another way of helping a guest select is to describe the preparation and accompaniments of each, thus letting the guest decide according to the additional information. Avoid being overbearing or pushy about suggesting foods and beverages. Suggest only in a helpful way, and be sure your suggestions are appropriate to the meal. Be specific when you suggest a food. Questions such as “Will there be anything else?” and “Would you like dessert?” are too general. Ask specifically whether the guests would like menu items such as the crème brûlée or the strawberry cheesecake. When they ask you what is good today, reply with a specific suggestion instead of saying, “Everything is good.” Or you might say, “Everything is good here, but my personal recommendation for today is.” As you master the art of making specific suggestions, you can stimulate the guests’ appetites by using appropriate adjectives that tempt the palate. Examples: “Would you like to begin your meal with our crispy tostada appetizers topped with roast pulled pork, cilantro, lime, and onions?” “May I suggest our wonderful signature dessert, coconut cream pie with brûlée bananas and caramel?” 8 Restaurant Management Course Dr. Sarah Hassan VII. Timing the Meal The server has the responsibility to time the entire meal so that the pace of the meal is smooth, comfortable, and neither rushed nor delayed. You are the sole communication link between the guests and the kitchen. If guests indicate they are in a hurry, guide them to menu items that can be prepared quickly instead of rushing the chef. After taking the complete order, the server must decide when to place it in the kitchen. A good rule of thumb is to submit the entrée order just prior to serving the appetizer. Hold the order for a short time when you see that the guests are lingering over cocktails. In a single-unit kitchen, the chef sees that the entire order is ready at the same time. The only responsibility of the server is to submit the order as soon as possible. In a multiunit kitchen, the server coordinates the meal and submits the order in accordance with the length of time necessary to prepare the entrée's. The meal order may have some entrées that take more preparation time than others. Submit these orders in separate stages so that they are ready at approximately the same time. Example: knowing that beef chops and a medium steak take 15 minutes, a chef ’s salad takes 10 minutes, and beef burgundy is ready immediately. How will the server place the order? Dessert orders should be submitted and picked up immediately after the meal VIII. Placing Orders in the Kitchen The method of communicating orders to the kitchen staff varies among restaurants, depending on: - the size, type of kitchen, - type of service, - availability of a computer system. - There are three methods of communicating orders to the kitchen. 1. Spoken In some restaurants, you orally communicate the order to the kitchen by entering the kitchen and clearly giving the order to the proper chef, who may write down the order. 9 Restaurant Management Course Dr. Sarah Hassan 3. Written In some restaurants, the order may be written on a checklist or guest check and given to the chef, who can arrange all of the orders to be filled in sequence. Occasionally, in restaurants with larger or multiunit kitchens, servers use notepads and must rewrite parts of the order for the separate kitchen areas. 4. Entered In other restaurants, the order is keyed into a computer terminal and sent to the chef electronically. IX. Picking up Orders from the Kitchen A lighted number on the wall of the dining room may indicate that your order is ready. The chef may take the responsibility of orally notifying you. Some servers wear pagers, electronic devices that signal them by beeping or vibrating, when their orders are ready. Compare the food with the order to see that the order is complete. Be sure the food is attractively arranged and garnished. Remedy any of your mistakes or those of the chef at this time. Arrange the plates on the tray so that they are well balanced to carry to the table. 10