Style Of Service Techniques PDF

CHAPTER 8 STYLE OF SERVICE BY: MUMTAZUL ILYANI  CATEGORY Broadly we can categorize the service methods in five types: A. Table Service B. Assisted service C. Self service D. Single point service E. Specialized or in site service ...

CHAPTER 8 STYLE OF SERVICE BY: MUMTAZUL ILYANI  CATEGORY Broadly we can categorize the service methods in five types: A. Table Service B. Assisted service C. Self service D. Single point service E. Specialized or in site service  A. Table Service In this category, the guest enters in the area and is seated. Menu lists are given or displayed for orders. The orders are been taken by waiter. Then the service is done using a laid cover on the table. The following are types of service come under this category: 1) American or Plate Service: The American service is a pre‐plated service, which means that the food is served into the individual plate in the kitchen itself and brought to the guest. The kitchen predetermines the portion and the accompaniments served with the dish. The food will be served course by course:- Appetizer Soup Main course Dessert 2) Russian service: Generally used for banquets that involve table seating for 6- 12 guests. All food fully prepared in kitchen and arranged on serving dishes. Servers bring food to table and distribute by portion to guests with the help of a serving gear (fork and spoon). The service always done from the left hand side of the guest. 3) French Service: It is a very personalized service. Food is brought from the kitchen in dishes and salvers, which are placed directly on the table. Or the food is partially cooked brought from the kitchen on a cart for final cooking. The food is completed in front of the guest. The plates are kept near the dish and the guests help themselves. 4) English Service: Known as family service. Main courses plated (but may be sliver served) with vegetables placed in multi-portion dishes on tables for customers to help themselves; sauces offered separately. 5) Gueridon Service: This is a service where a dish comes partially prepared from the kitchen to be completed in the restaurant by the waiter. The cooking is done on a gueridon trolley, which is a mobile trolley with a gas cylinder and burners. The waiter plays a prominent part, as he is required to fillet, carve, flambé and prepare the food with showmanship.  B. Assisted Service In this type of category, the guest enters in the dining area and helps himself to the food, either from a buffet counter or he may get served partly at table by waiter and he collects any extras he needs from the counter. Eating may be done on either at table, standing or in lounge area or banquet hall. 1) Carvey service: Guests will go to the carving counter and cooked meat is freshly sliced for guests; other parts are collected by the customers from a buffet. 2) Buffet Service: A self service, where food is displayed on tables. The guest takes his plate from a stack at the end of each table or requests the waiter behind the buffet table to serve him. For sit‐down buffet service, tables are laid with crockery and cutlery as in a restaurant. The guest may serve himself at the buffet table and return to eat at the guest table laid out.  BUFFET SET UP There are 5 main ways to set up a buffet for an event. The type can be formal or informal depending on the décor and concept used. 1. Standard Buffet – This buffet set up is best for 75 guests or less. It consists of a very simple set up using two 8ft banquet tables. This set up is a good option when space is limited. Putting the buffet table on a wall of the room, will help to use the vent space more efficiently.  BUFFET SET UP (cont…) 2. Serpentine Buffet – This buffet set up is great option for 100 or more guests. It allows for guest to utilize both sides of the buffet table at the same time. 3. Chef’s carving station – This buffet is used for larger events, but can also be scaled down and used anytime. This set up need two 8ft banquet tables and one 60” round table for the carving stations.  BUFFET SET UP (cont…) 4. Stall Buffet – This buffet set up is great option for 300 to 500 guests at one time. Every stall will offers different types of food. Suitable for big events such as festival, open house or wedding. 5. 2 Way Buffet – This buffet set up is ideal for 100 – 250 guests. Guests can queue-up at both sides in one time to take their food.  C. Self Service In this type of service, the guest enters in the dinning area, selects his own tray or from the food counter and carries food by himself to his seating place. 1) Cafeteria Service: This service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards. Foods are arranged and displayed on a counter and customer can choose for themselves. The customer is required to help him or herself from counter. Counters can be: Straight line counter with payment point at end Free-flow - customers move to random service points Echelon - series of counters at the corner to save space Supermarket - Island service points within a free-flow area  D. Single Point Service In this category, the guest orders, pays for his order and gets served all at a single point. There may be may not be any dinning area or seats. The different types are: 1) Take Away: Customer orders and is served from single point, at counter or snack stand; customer consumes off the premises. 2) Vending: Provision of food service and beverage service by means of automatic retailing. 3) Kiosks: Used to provide service for peak demand or in specific location (may be open for customers to order or used for serving the staff only) 4) Food Court: series of different counters where customers may either order and eat or buy from a number of counters and eat in separate eating area, or take away. 5) Drive-thru: Form of takeaway where customer drives vehicle past order, payment and collection points 6) Fast food: Commonly used nowadays to describe type of establishment offering limited range menu, fast service with dining area, and takeaway facility 7) Bar: Term used to describe order, service and payment point and consumption area in licensed premises  E. Specialized Service In this category the food is taken to where the customer is. Customer is served at their place. ROOM SERVICE  What Is Room Service? Room service is part of the hotel operations where they serves food conveniently to their respective guest rooms by just calling the room service department and place order of food and drinks to be sent to their room. Room service enables the guest to order food and beverage in their own room using the telephone provided in the room. Room service is a 24 hours service. Duties include checking of minibars upon check out, collecting breakfast menus every morning. Sending food and beverage and room amenities to guest.  Why Room Service? Can enjoy meals in the privacy of own room. Can place order even at odd hours. Food is delivered to room, therefore it saves time.  Types of Room Service 1. Centralized room service Located in the kitchen besides the service elevator. This location has access to the kitchen where the food is prepared and the elevator is essential for transporting the food to all the floors. All foods orders are processed from the main kitchen and send to the guest by a common set of waiters. 2. Decentralized room service Each guest floor or set of floor may have separate pantry located at the floor itself. Orders are taken at central point by order takers who convey the order to the respective pantry. Pantry is fitted with water boilers for tea and coffee service. Food option is limited to cold item that can be heated in microwave. 3. Mobile room service Service where guest may directly call the mobile pantry/trolley for the orders. In few countries, which have a shortage of manpower, large hotels install vending machine in each floor level. The guest inserts the necessary value of coins into the machine, which will eject prepared food and beverages for guest consumption.  Room Service Equipment Trolley – important for transferring food and beverage Trays – Should be large enough to put coffee pot, milk jug, sugar bowl, plates, coffee cup and saucer Rack – essential in stacking cutleries, cookeries, glassware and silverware Order taking cabin – fitted with telephone and list of room number specially design to endure the accuracy of food ordered PREPARATION VIDEO  Room service process Taking room service order 1) The room service order taker answers the calls to room service. 2) The telephone must be answered quickly. 3) Greet the guest and introduce the department. 4) Write the order on an order docket as you speak to the guest. 5) Record the room number. 6) Repeat the order to the guest. 7) Tell the guest approximate time of delivery. 8) Enter the order in POS. 9) Distribute the order to the appropriate personnel, both in Room Service Department and other departments if necessary ORDER TAKING VIDEO  Serving The Food 1) Knock the door lightly 2) Announce yourself (room service) 3) Greet guest warmly 4) Ask if you may enter in the room 5) Ask where to set up order 6) Offer to pour beverage (bottle beverage) 7) Serve the food according to the guest needs 8) Offer additional assistance 9) Inform guest about pick-up time 10)Wish guests an enjoyable meal 11) Thank the guest SERVING VIDEO  Clearing The Room  The room service order-taker is responsible for controlling floor service procedures and for directing staff to clear rooms and floors.  When a room or floor has been cleared after room service, the room service order-taker must be informed.  Floors must be cleared quickly and quietly, but while doing so staff must ensure that equipment is securely placed so that it can be moved safely.  Once cleared from the floors, unconsumed food and beverages, food service equipment, trays and trolleys must be returned to room service via service lift.  Advantages of Room Service Minister or celebrities want their privacy away from public attention and the media. Eating out attracts attention which does not let them to enjoy a meal. Some wish to eat their meal in casual wear, even in the night clothes. Many cannot start their day unless they have a cup of tea or coffee as soon as they wake up. The morning tea/coffee service is a peak time room service in many hotels. Some guests prefer to have private meetings in their rooms and prefer to have meals in privacy. Provides security especially for women who travel alone for business and leisure purposes. Encouraging demand for special TV packages for guest who enjoy dining in room.  Disadvantages of Room Service Room service food and beverage is more expensive because of convenience of eating in the room. Guests in hurry are intolerant to delays. The challenge for the hotel is to serve hot food. As food is transported from main kitchen, food can get cold. Room service menus are limited so that items can be cooked at all times by cooks on different shifts with common skills. Additional space and equipment needed which will contribute to the high cost. BANQUET SERVICE  Banquet is a large catering activity department where food & beverage are served for arranged number of peoples on fixed date & time agreed menu & price.  STYLES OF BANQUET SERVICE Four Styles of banquet service 1. Standing Buffet 2. Passed-Items function 3. Seated Buffet 4. Seated Banquet  1. Standing Buffet  Designed for people to socialize  Foods served are finger food  Beverage service provided  Few or no tables or chairs  Popular for cocktail parties and receptions  2. Passed Items Function  Designed for people to socialize  Servers walk around with food and beverages on trays  Few or no tables or chairs  Popular for cocktail parties and receptions  3. Seated Buffet Tables and chairs are set Guests serve themselves from buffet table Server clear dirty dishes Server may serve beverages  4. Seated Banquet Tables and chairs are set Servers serve all parts of the meal Everyone eats at the same time American or Plated Service for the Meal Used in special occasion or event  Table Setting Layout This room layout features round tables of 8-10 This room layout features round tables of 5-6 people people each each and half side of the table is empty because to watch performance This room layout features rectangular tables of 6-8 This room layout features rectangular tables of people 3-4 people  Table Setting Layout (cont..) This room layout features This style is similar to the classroom rectangular tables of 3-4 people setup only without the tables This room layout features round tables of 6-8 people each and with the dance stage in the middle of the hall This room layout features facing It is arranged with one oval table rectangular tables of 3-4 people with chairs all around. THE SERVING PROFESSION Servers among most important staff members-direct contact with guests Poorly trained servers-low sales, no- return Satisfaction in gratification of helping people enjoy themselves Demanding on time and energy  6-7 days per week  12-14 hour days sometimes required  often working when friends are “off”