Dining Service: Styles and Procedures 345 and then serve the food. This type of service is featured in many of the best inter- ȱȱȱDzȱȱȱȱȱȱȱȱǰȱ particularly banquet operations, also use it. ȱĴȱ ǰȱ ȱ ȱȱȱ ǻȱ ȱȱ ȱȱ Ǽȱ¢ȱȱȱěȱȱȱȱǯȱ¢ȱȱȱȱ Ĵ¢ȱȱȱȱĴȱȱȱȱȱȱȱȱȱǯȱ ¢ǰȱȱȱȱȱDzȱȱȱȱȱ·ȱȱȱȱ carries the accompaniments. Servers line up in the kitchen and, at the appropri- ȱǰȱȱȱȱȱǯȱĞȱȱǻ Ǽȱȱȱȱȱ ǰȱ ¢ȱ ȱ ȱ Ĵȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ¢ȱ ȱȱȱȱȱȱǯȱȱȱĴȱȱȱĞȱǰȱȱȱ transfers the food to guest plates by artfully manipulating a fork and spoon held in ȱȱǯȱȱȱȱȱ ¢ȱȱȱȱ ǯ Ĵȱȱȱȱȱȱȱȱǰȱȱȱȱȱȱȱ ȱȱȱȱȱ¡ǯȱĴȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱ¢ǯȱȱȱǰȱĴȱ service incorporates many traditions that mean elegant and superior service for guests. Family-Style Service Family-style service (also called English service) requires food to be placed on ȱĴȱȱȱȱ ȱȱȱȱȱȱȂȱȱ¢ȱǯȱ Guests at each table then pass the food around their table and serve themselves. ¢Ȭ¢ȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ěȱ ȱȱȱȱȱȱ¢ȱǯȱ ȱǰȱ ȱ¢Ȭ¢ȱǰȱ- ȱ¢ȱȱȱěȱȱȱȱȱȱȱȱȱ the food. ȱȱȱȱ¢Ȭ¢ȱȱȱȱȱȱĜȱȱ- ment portion-control procedures. The last guests may not receive as much of an ȱȱ¢ȱ ȱȱȱȱęȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱĴȱȱ generous. The informal atmosphere of family-style service can also be a disadvan- ȱȱȱ¡ȱȱȱȱȱȱȱȱȱȱȱĴȱ from servers. Buffet Service ěȱ¢ȱȱȱȱȱǰȱȱȱȱȱȱȱ¢ȱ ȱȱȱȱȱȱȱ¢ȱ ȱȱǯȱȱȱ¢ȱȱ¢ȱȱ ěȱȱȱȱȱȱȱȱȱȱȱȬȱǯȱěȱ ȱȱȱȱȱěȱȱȱȱȱȱȱȱ- ȱȱȱȱȱȱȱȱȱȱ ȱȱǯȱ ěȱȱȱȱȱȱȱ ȱǻȱȱȱȱǼȱȱ Dzȱ ȱ ¡ǰȱ ȱ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱěȱȱȱȱǯ ¢¢ǰȱ ȱȱȱ ȱěȱǰȱȱȱȱȱ¢ȱ ȱ ȱȱ¡ȱȱȱȱǯȱ ǰȱȱȱȱȱȱ
346 Chapter 11 ȱȱěǰȱȱĚ ȱȱȱȱ¢ȱȱȱȱěȱǰȱȱȱ service details are generally the responsibility of the dining room manager. As ȱȱȱȱěȱǰȱȱȱȱȱ¢ȱȱȱȱȱĴȱ ȱȱȱȱȱǯȱȱǰȱȱǰȱȱĚ ǰȱȱ- ȱȱȱȱȱȱĴȱȱȱȱȱěȱǯȱ- ȱȱĴȱȱ ȱȱȱȱȱȱǯȱ ¢ȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱ displayed at various heights. ȱȱ¢ȱȱȱěȱȱȱ ȱDZȱȱȱȱ ȱȱDzȱȱDzȱȱǰȱ¢ǰȱęǰȱȱȱ ȱ·ǯȱȱěȱ ȱȃȄȱȱȱǰȱȱǰȱȱ ȱǰȱȱ¢ȱȱȱȱȱȱěȱȱȱȱȱ a portion. Such items as crepes and omelets are sometimes cooked to order on a ěȱȱȱȬȱȃȱǯȄȱǰȱǰȱȱȱȱȱ placed close to the menu items that they accompany. Someorganizations use ascramble systemȱȱȱěǯȱȱȱȃȱ ¢Ȅȱ ȱęȱȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱȱǰȱȱȱ ȱȱȱȱǯȱȱ¡ǰȱȱȱ might be at one station, beverages at another, and desserts and salads at still oth- ǯȱȱȱȱȱěȱ¢ȱȱȱȱȱȱȱěǯȱ ȱ ȱȱ ȱ ȱ ȱȱěȬȱ ¢ǰȱ ȱ ȱ ¢ȱȱĴȱȱȱȱȱȱȱȱȱȱǯ Restaurant Server Duties ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ servers. Suggestive Selling and Upselling. Suggestive selling encourages guests to buy additional food and beverages. An example of suggestive selling is suggesting an £ȱȱȱ ȱȱǯȱUpselling means suggesting more expen- ȱȱ¢ȱĴȬ¢ȱǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ¡¢ȱ ȱ¢ȱ ǰȱȱȱȱ¢ȱȱȱȱǯȱ ǰȱ they should suggest additional items that might complement and improve the Ȃȱǯȱ ȱȱ ȱ ȱȱ ȱȱȱ ȱ¢ȱ do not. Suggestive selling makes some servers nervous. This is probably because ȱȱȱȱȱ¢ȱȱ¢ȱȱ ǯȱȱȱ ȱȱȱ ǰȱ ǰȱȱȱȱ¢ǯȱȱȱ are part of providing good service. ȱ¢ȱȱěȱȱȱȱȱ ȱȱȱǯȱȱȱ ȱ ȱȱȱȱȱȱȱǯȱȱ¢ȱȱ¢ȱȱ ȱȱȱȱ ȱȱȱȱǰȱ¢ȱȱȱȱȱ- ę¢ȱȱ¢ǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ěȱ ȱ ȱ and upselling:
Dining Service: Styles and Procedures 347 ȱ ŗǯȱ ȱȱȱĴǯ 2. Be enthusiastic. It is easier to sell something that you are excited about. ȱ řǯȱ ȱȱȱ£ǯȱȱ ȱȱȃǰȄȱȃǰȄȱȱȃȄȱ ȱȱȱǯ ȱ Śǯȱ ȱǯȱȱ¡ǰȱęȱȱȱȱȱ¢ȱ¢ȱȱȱ ȱ ȱDzȱ ȱ¢ȱȱȱȱDzȱȱȱ¢ȱȱȱȱ something hot or cold. ȱ śǯȱ ȱęȱȱǯȱȱȱ¢ȱǰȱȃȱ¢ȱȱȱ ȱ ¢ȱ ǵȄȱ ǰȱ ȱ ȱ ęDZȱ ȃȱ ȱ ȱ ȱ ȱ ȱȱ¢ȱ ȱ¢ȱȱȱȱȱ¢ȱȱǯȄ 6. Suggest personal favorites. Try as many menu items as possible, and tell ȱ¢ȱȱȱDZȱȃflȱ ȱȱȱȱ ȯȂȱȱȱ¢ȱ favorites here.” But be honest—do not say that something is your favorite ȱȱȂǯ ȱ ŝǯȱ ěȱȱDZȱȃȱ¢ȱȱȱȱȱȱȱȱȱȱ- made cherry pie for dessert?” ȱ Şǯȱ ȱȱǯȱȱȱȱȱȱ ¢ȱȱȱȱȱ¢ȱ ȱȱǯȱȱȱȱȂȱ ȱ ȱ¢ȱ ȱȱȱ ȱ they arrive. 9. Suggest foods and beverages that naturally go together—soups and sand- ǰȱȱȱǰȱȱȱȱǰȱěȱȱǯ 10. Compliment guests’ choices. Make them feel good about their choices, even if ¢ȱȂȱȱ ȱ¢ȱǯ ¢ǰȱȱȱȱȱȱǯȱĞȱ¢ȱȱȱȱ ȱǰȱ¢ȱȱȱȱȱ ȱȱǯȱȱȱ ¢ȱȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱ ȱǯ Set Up the Restaurant for Service.ȱȱȱ ȱ ȱȱ ȱ set up tables in their area. They should make sure that each table in their section is perfect. This includes checking: ȱ Glasses Napkins Salt and pepper shakers or grinders ȱ ȱȱȱ Tablecloths Place mats Condiments Chairs and booths x x x x x x x x x
348 Chapter 11 ȱȱȱȱ Table lamps Other tabletop items Floor and carpets Overall table appearance Ice buckets ȱȱǰȱȱȱȱĞȱȱȱȱǯȱ¢ȱ ȱȱ¢ȱȱȱȱȱȱȱȱȱȱĴȱ¡ǯ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱ ȱȱȱȱȱ ǯȱȱ£ȱ ȱ ȱȱȱȱȱȱȱȱȱ ǯȱȱ ȱȱ ǰȱǰȱȱǯȱȱ ȱ¢ȱȱęȱǰȱȱǰȱ ȱǰȱȱȱĚ ȱȱȱȱȱǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱǯȱȱ ȱ ǰȱ Ȭȱ ȱȱ¢ǯ ȱȱȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ǰȱ ȱȱȱȱȱȱȱęȱ ȱȱȱ ȱ ęȱ ȱ ǯȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱ ¢ȱȱȱȱȱȱȱȱȱǯȱ ȱ a restaurant does use loose sugar, the servers there should make sure the sugar ȱȱȱȱȱȱȱȱȱȱȱȱȱȱǯ ȱȱȱȱȱȱȱȱȱęȱǯȱ¢ȱ ȱȱ ȱȯȱȱȱȱȱȱȱǯȱȱȱȱ ȱ ȱȱ ȱȱȱ¢ȱȱȱȱ ȱ ȱȱȱ ǯȱ ¢ȱȱȱ¢ȱ ȱ ȱȱǰȱ ǰȱȱǯȱ- ȱ ȱȱȱȱ ȱ¢ȱȱȱǯȱȱȱȱ ¢ȱ be clean and free from holes, tears, or stains. Servers should make sure they are ȱ¢ȱȱ¢ǰȱȬȬȱ ȱȱȱȱȱǯȱ ȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱȱǯȱ¢ȱȱȱȱȱǰȱȱȱȱȱȱ ȱ ¢ȱȱ ȱȱȱȱȱǯ Condiment containers should be clean and full of fresh condiments. Serv- ȱȱȱȱȱȱȱǰȱǰȱȱęȱȱ¢ȱȱ ȱȱĴǯȱ¢ȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱ¢ȱȱDzȱ¢ȱȱ¢ȱȱȱ¢ȱȱȱ ȱȱȱȱ ǯȱȱȱȱȱȱ- tion can be preset according to the operation’s tabletop guidelines for each meal. Servers should check chairs and booths to make sure they are free from ǰȱ ǰȱ ȱ ęǯȱ ¢ȱ ȱ ¢ȱ ȱ Ĵȱ ȱ ȱ ǰȱ ǰȱȱȱȱȱǯȱȱ¢ǰȱ¢ȱȱ ȱȱȱȱ ȱȱ ȱȱȱȱȱ£ȱǰȱ ȱ¢ȱȱ¢ȱǯȱ ǻȱȱȱȱȱȱȱȱǷǼȱ ȱȱȱȱȱ ȱ ȱ ȱȱ ǰȱ ȱ ȱȱ ȱ ȱ ȱ ȱȱ ¢ȱ ǯȱ They should also check under tables and chairs for gum, removing any that they x x x x x x
Dining Service: Styles and Procedures 349 ęǯȱ¢ȱǰȱǰȱǰȱȱȱȱȱȱȱȱǯȱ Chairs that are in good order should be placed so that the edge of the seat is even ȱ ȱ ȱǯȱ ȱ ȱ ȱȱ ȱ ȱȱ ȱ ȱ ȱȱȱ ȱȱǯȱȱȱĞȱȱȱȱ¢ȱ ȱ ȱȱ ¢ǰȱȱ ȱ ¢ȱȱ ȱȱ£ȱ ȱȱȱȱ ȱ ȱ ȱȱȱȱęȱȱȱȱ¢ǯȱȱȱȱ ȱȱ¢ȱȱȱȱȱȱȱ¢ȱȱȱȱȱ ȱ order. Any missing or broken straps should be replaced. ȱȱȱ¢ȱȱȱȱȱȱĚ ȱ- ments or other centerpieces, servers can help maintain them. They can check vases ȱ ǰȱ ǰȱ ȱ ęǰȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱȱȱȱȱĚ ȱȱȱȱ¢ȱǰȱȱȱęȱ ȱ ȱ ȱ ȱǯȱ ǰȱȱȱȱȱ ȱ ȱ lamps are clean and free of chips and cracks. If lamps have brass or silver trim, the ȱȱȱȱȱȱȱǯȱȱȱȱ ȱȱȱ ȱȱȱȱǰȱȱęȱȱȱȱǯ Finally, servers should check the overall appearance of their tables, making ȱȱȱȱȱȱȱȱȱ ¢ǯȱ¢ȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱȱȱȱȱȱȱȱĜȱĚ ȱȱǯ Restaurant servers also may sign out guest checks, if the restaurant uses a manual guest check system. Guest checks help the operation track sales and control its income. Every server is accountable for the checks he or she signs for at the ȱȱȱĞǯȱ ǰȱ¢ȱȱȱ£ȱȬȬȱ equipment that produces guest checks from register tape. If so, no guest checks ȱȱǯ Stock Sidestations. Sidestationsȱȱȱȱȱȱȱȱ ȱ- ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĝ¢ǰȱ ȱ ¢ȱ ȱ the distance that servers have to go to get the supplies that guests need. Servers should make sure that all items in their sidestations are stocked to par levels. They should also make sure there is a bucket of sanitizing solution and a clean cloth at their station. ȱ ȱȱ ȱ ȱ ȱ ȱ Ğǯȱȱ sidework checklistȱȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱȱ ȱȱȱ ȱȱ ¢ǯȱ ȱȱȱȱȱȱȱȱȱȱȱ ǯȱ ȱ ȱ ȱ Ȭ¢ȱ ȱȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ kitchen for items that should be in the sidestations. ȱ Ĝ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ - ȱĴȱȱȯ¢ȱȱ¢ȱǯȱ¢ȱȱ¢ȱȱ ȱȱȱȱȱȱȱ ȱ¢ȱDzȱ¢ȱȱȱ ¢ȱ ȱ ¢ȱ ȯǰȱ ǰȱ ǰȱ ěǰȱ ȱ ȱ ȱȱȱ¢ȱȱ ȱȱ ǯȱ ȱ¢ȱȱȱȱȱ¢ǰȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ
350 Chapter 11 ȱȱǰȱȱ¢ȱȱ¢ȱȱ¢ȱ ȱȱȱ¢ȱȱȱ to clear items. One technique that veteran servers use is to think of their entire section as one big table and look at all guests to see if they need anything each time they are in the dining room. Whenever they have nothing else to do, they start cleanup duties. Greet and Seat Guests.ȱȱȱ ȱ¢ȱȱǰȱȱȱȱ are called on to help out. When they are seating guests, servers should smile and ȱȱ ȱǯȱ¢ȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱ ȱ ǰȱȱ ȱ ¢ȱȱ¢ȱȱǯȱ Some guests may have special needs such as Braille menus, highchairs, or booster ǰȱȱȱȱ ǯ ȱ¢ȱȱȱȱȱȱȱ ȱȱȱȱ¢ǯȱȱ- ȱ ȱȱȱěȱ¢ȱȱ ȱȱȱǯȱȱȱ- ȱ ȱȱȱȱĜǯȱ ǰȱȱȱ¢ȱȱȱȱȱ ȱȱȱǰȱȱ ȱ¢ȱȱȱȱȱȱȱȱȱȱǯȱ ǻȱ ȱ ȱȱ ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ȱ among servers.) Once they have selected a table, servers should pick up enough menus for ȱȱȱȱ¢ȱȱȱȱ¢ȱȱ ȱǯȱ¢ȱȱȱ ęȱ¢DZ Holding the menus high on their arm ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ȱ ¢ȱ ¢ȱ ȱ seating Moving service equipment to one side to clear a path for the guests ȱ ȱ Ȃȱ ȱȱȱ ȱ ¢ȱȱ ȱ ȱ table ȱȱȱȱȱȱ ȱȱ¢ȱȱȱ ¢ȱ ȱȱǰȱȱȱ ȱȱȱǰȱȱȱȱȱ chair for a guest. Servers should never touch a child or any other guest unless they ȱǯȱ¢ȱȱȱȱȱȱȱ ȱ ȱȱȱȱȱ ¢ȱȱȱǯȱȱȱȱȱȱȱ ȱȱȱȱǻȱ menu is usually closed and right-side-up) to each guest, from the guest’s right ǯȱȱǰȱȱȱȱȱ¢ȱ¡ȱȬĴǯ Approach the Table. Greeting guests immediately puts guests at ease and assures ȱȱȱȱȱȱȱȱ ȱȱȱȱǯȱȱȂȱ- ȱȱȱȱȱȂȱęȱȱȱȱȱȱȱǯȱ- ǰȱȱȱȱȱ ȱȱȱǯ ȱȱȱȱȱ ǰȱȱ¢ȱȱȱȱǯȱ ȱȱȱȱ ȱȱȱȱ¢ȱȱȱ¢ȱȱȱȱȱ ȱ¢ȱ- come any negative feelings. Acommon service standard is that servers should greet ȱ ȱřŖȱȱĞȱ¢ȱȱǯȱȱȱȱ¡ǰȱǰȱ and professional during their greeting and introduce themselves by name. x x x x
Dining Service: Styles and Procedures 351 ȱȱȱǰȱȱȱȱȱȱȱȱ ȱ they have any special needs or requests. They should also try to read their guests ȱ ¢ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ¢ȱ ȱ ¢ȱ ȱ - ing and therefore may become intoxicated quickly. Reading guests helps servers ȱȱ¢ȱȱȱ¢ȱ ǯ ȱ ȱȱȱȱȱ ȱȱȱȱ ȱȱ ȱǰȱ ȱ server should do so during the greeting, and deliver menus if necessary. (In some ǰȱȱȱȱȱȱ ȱȱǯǼ Provide Appropriate Service for Children.ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱȱ ȱȱȱȱȱȱȱȱȱ¢ȱȱ experience. Servers should: ȱȱȱȱȱ ȱȱȱȱȱ ȱȱ ȱȱ ¢ȱȱȱȱȱȱ ȱȱȱȱȱĴȱȱȱ Make sure highchairs, trays, bibs, menus, coloring books, and toys are clean ȱ ȱ ȱ ȱǰȱ ȱ ǰȱ ¢ǰȱ ǰȱ ǰȱ ȱ other appropriate items ȱȱȱȱęǰȱȱ¢ȱȱ ȱȱȱȱȱȱȱȱ£ȱĞȱȱǰȱ ȱȱ¢ȱ ȱȱȱęȱȱȱȱǯ Serve Beverages. ȱęȱȱ¢¢ȱȱȱ ǯȱ ȱȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ - ǰȱ ȱ¢ȱȱȱ¢ȱ¢ȱȱȱ¢ȱȱ¢ȱȱĞȱȱ ȱȱȱǯȱȱȱęȱ ȱȱ ȱ¢ȱȱȱ than half-full, usually pouring from a pitcher. ȱȱȱȱȱȱȬȱ¢ȱȱȱȱ ȱ ȱ ȱȱǯȱ ȱȱǰȱȱ ȱȱȱȱ the back of the guest check, and the point-of-sale unit prints the order neatly on ȱȱǯȱ ȱȱǰȱȱȱȱȱȱ ¢ȱȱstandard food and drink abbreviationsǯȱ ǰȱȱȱȱȱȱȱęȱȱ ȱȱȱȱȱȱȱ¢ȱȱȱȱȱȱȱ the guest check. Servers typically pre-ring drink orders on the restaurant’s pointof-sale equipment. In many restaurants, bartenders set up the drink glasses (and ice, if needed). ȱȱǰȱȱȱȱȱȱȱȱȱȱȱ¢ȱ ȱ call the drinks and then place the glasses on the kitchen or bartender side of the service bar. When they call orders, they say in a clear voice, “Ordering,” and then announce the drink order, including any special instructions. The reason restau- ȱȱ ȱȱęȱcalling order is that some drinks take more time to ȱȱǰȱȱ¢ȱȱȱȱȱȱ ȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱĞȱ¢ȱȱȱǯȱȱȱȱȱȱȱ napkin for each drink and then check the entire order: x x x x x x
352 Chapter 11 Do I have all of the beverages for the order? Are the beverages in the correct glasses? Are the garnishes correct? ȱȱȱǻȱ¢Ǽȱȱ ǵ Has anything spilled over the side? ȱȱȱȱǰȱȱȱȱȱȱ¢ȱ ȱȱȱȱȱȱ ȱȱȱȱ¢ȱȱȱȱ¢ȱȱ Ȭǯȱ ȱǰȱ¢ȱȱȱ glasses should be placed in the center of the tray. ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ȃȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ȱ drinks. If there is a logo on the napkin, the logo should be readable to the guest. Once the napkin is placed on the table, the beverage should be placed in the center ȱȱǯȱȱȱ ¢ȱȱȱ ¢ȱȱȱȱȱǰȱȱ ȱȱȱ¢ȱȱȱȱǰȱȱȱȱ ȱ ȱȱ drink if they touch the outside of the glass. Because of sanitation concerns, serv- ȱȱȱȱȱęȱȱȱȱȱȱȱȱ ȱȱȱ ȱ ȱȱȂȱǯ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱȱ¢ȱȱȱȱȱȱȱȱ ȱȱȱȱ napkins. Take Food Orders. When servers take food orders, they should begin by telling ȱȱȱȱǯȱ ȱȱȱ¢ȱȱ ¢ȱ ȱȱȱ ¢ȱȯȱȱȱȱ¢ǰȱȱȱȱȱ¢ǰȱȱ·ȱȱȱ¢ǰȱ and any other special the restaurant is running. If the chef does not announce the specials, the servers should ask. Many guests get annoyed if they ask about the ¢ȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱęȱǯ ȱ ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱ ȱȱȱȱ¢ȱȱȱȱȱȱǯȱ Chair #1 at each table is typically the chair closest to the door or some other easily ęȱȱȱȱǯȱȱ ȱȱȱȱȱȱȱ ȱǰȱȱȱ ȱȱȱȱȱȱȱȱǛŗȱȱȱęȱȱ ȱȱȱǯȱȱȱȱ¢ȱȱȱȱȱDzȱ¢ȱȱȱ ȱȱȱȱȱ ȱȱ ȱȱ ǯ ȱȱȱȱȱȱȱǻȄ ȱ ȱ¢ȱ ȱ¢ȱȱǵȄǼȱȱȱȱ ȱȱȱȱȱ¢ȱȱ ȱȱȱȱȱȱȱȱęȱȱȱǯȱ¢ȱȱ ȱ ȱȱȱȱȱ ȱȱȱǰȱȱĴȱ to make every item sound good. They should stand up straight and look at each ȱȱ¢ȱȱǯȱ ȱ¢ȱȱȱȱȱ ȱȱȱǰȱ they can make a suggestion. Servers can also suggest additional courses such as appetizers, soups, and sal- ȱ ȱ¢ȱȱȱȱǯȱ¢ȱȱȱ ȱ·ȱȱȱȱ ȱȱ¢ȱȱȱȱ ȱȱ ȱ ȱǯȱ ȱȱȱȱȱ x x x x x
Dining Service: Styles and Procedures 353 ȱȱȱȱȱ¢ȱȱ¢ǰȱ¢ȱ¢ȱ ȱȱȱ ȱȱ ȱ ȱȱǯȱȱȱȱ ȱ ȱȱ ȱ ȱȱ ȱȱȱ¢ȱȱȱȱ ȱ ȱȱǯȱ¢ȱ- ing additional items, servers can enhance the guests’ dining experience, increase ȱȱȱǰȱȱȱȱ ȱǯ ȱȱ¢ȱȱȱȱȱȱȱȱȱ ¢ȱȱȱȱȱ ǯȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱ ěȱȱȱȱ ȱ¢ȱȱȱǯȱ¢ȱ¢ȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ ęȱ ȱ ȱ request. While taking the food order, servers can check on drink levels and suggest ȱȱȱȱȱȱȬȱ ȱ Ȭȱ¢ǰȱȱȱ ǻ ȱ ȱ ȱȱȱȱǼȱ ȱȱȱȱȱ¡ǯȱȱȱ ǰȱȱȱȱ¢ȱȱȱȱ ȱǯ ȱȱȱȱȱǻǰȱȱȱǰȱ ȱǼȱȱȬ ȱȱȱǯȱ ȱȱ ȱȬȬȱ¢ǰȱȱȱȱ ȱȱȱȱȬȬȱȱȱȱȱ ȱȱ¢ȱǯȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ¡ȱ ȱ ǯȱ ȱ ȱ ǰȱ ¢ȱȱȱȱěȱȱ ¢ȱȱȱȱȱȱȱȱ- ǰȱ¢ȱ ȱȱȱȱ¢ǯ Serve the Meal. The timing of food preparation is important to a smooth dining experience. All of the guests in a party should get their meals at as close to the same time as possible. Planning and organization help servers to serve all of their guests quickly. ȱȱȱȱȱȱȱȱȱ ȱȱȱȱȬ ȱęȱ ȱȱȱǯȱ ȱȱȱȱ¢ǰȱ¢ȱȱȱȱ ȱȱǯȱȱȱȱȱěȱǰȱȱȱ ȱ ȱȱȱȱ ȱDZ Appetizers Soup Salads · Dessert Cordials ě ȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱǯȱ¢ȱ¢ȱȱȱȱȱ ȱ ȱȱ¡- tion from the server or a supervisor. If servers are too busy to pick up their orders as soon as they are ready, they should ask other servers for help. Part of good service is preparing the table for each course before serving it. ȱȱȱ ¢ȱ¢ȱȱ ȱǰȱȱȱȱ and accompaniments, and bringing extra plates if guests are sharing an item. Serv- ȱȱ ȱȱȱ ¢ȱ¢ȱȱȱȱȱȱȱȱǰȱȱ x x x x x x x
354 Chapter 11 ȱȱ ȱȱȱȱ ȱȱȱǯȱȱȱȱȱ ȱȱ¡ȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱȱ ȱ ȱȱȱȱȱǯ Before taking a food order out of the kitchen, servers should check it carefully, asking themselves: Does the food look fresh and appealing? ȱȱȱȱȱ ǵ Is the presentation garnished? Have all special requests been met? Is the plate clean? Is hot food hot on hot plates and cold food cold on cold plates? Then the servers deliver the food on a tray. Tray service saves steps and lets servers take care of many guests at once. Servers can use their order pad or guest ȱ ȱ ȱ ȱ ȱ ȱ ȱ Dzȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱ ȱȱȱȱȱȱȱȱ¢ȱ ȱȱȱǯȱ ȱȱȱȱȱȱȱȱ ȱȱǰȱȱȱ not interrupted. ȱȱȱȱȱȱȂȱĞȱȱ ȱȱĞȱȱǻ - ever possible) and avoid reaching in front of guests. They should place the plate ȱ ȱ ęȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱȱ ȱ ȱ ȱȱȱȱ ȱ ȂȱȱĴǯȱ¢ȱȱȱȱ·ȱȱȱȱȱȱȱ item on the plate is closest to the guest. They should then place side dishes to the Ğȱȱȱ·ȱǯȱ ȱȱȱȱȱȱ¡ǰȱȱȱȱȱ ȱ¢ȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱ ǯȱȱȱȱȱ ȱȱ ȱȱȱȱȱȱȱ¢ȱ else for them at this time. Check Back to the Table.ȱĴȱȱȱȱȱȱȱȱ- ęȱ ȱȱǯȱ¢ȱȱȱĞȱ¢ȱȱȱȱ ȱȱȱ ȱęȱȱȱȱǰȱȱǰȱȃ ȱȱ¢ȱǵȄȱȱȃȱ¢ȱ ¢ȱ¢ȱǵȄȱ¢ȱȱȱȱȱȱ¢ȱȱ¢ȱȱǯȱ- ȱȱȱ ȱęȱȱȱȱȱȱȱȱȱȱ ȱȱ¡ǰȱȱȱȱ ȱȱȱȱȂȱ¡- rience as positive as possible. If a food or beverage item is unsatisfactory, servers should apologize to the guest and take care of the problem immediately. ȱȱęȱ ǯȱ ȱȱȱȱȱȱ ȱ¢ȱ- ȯ¢ȱȱȱȱȱȱȱę¡ȱȱǯȱȱȱ ȱȱȱ ȱȱȱȱ ȱ ȱȱȱ¢ȱȱ ȱȱȱ ǯȱȱȱȱȱęȱȱ¢DZ ȱȱȱ Apologizing to the guest Taking appropriate action x x x x x x x x x
Dining Service: Styles and Procedures 355 >""%)ffl%" &'(%!'%)%&= !>(&'-&ffl!ffl'ffl"! </=>+?<+8> =/<@/< =29?6. =><3@/ >9 :<9@3./ ;?+63>C =/<@3-/ >9 1?/=>= A3>29?> 19381 9@/<,9+<. ffl8 >23= 8/A=:+:/< +<>3-6/ -96?783=> ff928 &-28/3./< 9?>638/= =97/ 90 >2/ ,/2+@39<= >2+> 2/ += + 1?/=> 038.= 9,89B39?= 38 </=>+?<+8> =/<@/<= 9< FA+3>/<=G += 2/ </0/<= >9 >2/7 6981 >37/ +19 ffl 2/+<. +8 +.+1/ >2+> A/8> =97/>2381 635/ >23= FQ9?E</ 89> + 7+8 ?8>36 C9? 589A 29A 7?-2 >9 >3: + A+3>/<G fflE@/ 589A8 +66 +6981 >2+> >2/ =+C381 </0/<</. >9 + -+6-?6+>398 =/<@3-/ </8./</. @/<=?= </A+<. :<9@3./. ?> 986C 38 </-/8> C/+<= 2+@/ ffl -97/ >9 ><?6C +::</-3+>/ >2/ 38><3-+-3/= 90 >2+> /;?+>398 ffl8.//. 3> >+5/= /B:/<3/8-/ +8. 7+>?<3>C >9 ?8./<=>+8. >2/ =97/>37/= =?,>6/ .300/</8-/= ,/>A//8 + 7/.39-</ A+3>/< +8. + 038/ 98/ '2+>E= 89> >9 =+C 3> >+5/= + ><+38/. /C/ >9 =:9> +66 >29=/ .300/</8-/= &97/ +</ += =?,>6/ += + 16+== 90 3-/A+>/< 38 >2/ 6+: '+5/ 09< /B+7:6/ >2/ A+3>/< += :/<09< 7+8-/ +<>3=> =>+8.?: -973- 7+C,/ 9< +-></== 38 + 98/A97+8 :6+C -+66/. F38E> ffl .9<+,6/NG ffi/</E= + 1/8/<9?= >3: <381 >2/ 099. 38 + >37/6C -3@36 0+=2398 +8. 6/+@/ >2/ >2/+><3-= >9 >2/ :<90/==398+6= ffl!ffl!ffl!fl ffl> A+= + 69-+6 A+3>/< A29 :?> 7/ 98 >23= =9+: ,9B 9669A381 7C .+?12>/<E= </-/8> 2312 =-2996 1<+.?+>398 -/</798C 03@/ 90 ?= A/8> 9?> 09< + -/6/,<+>9<C .388/< */ 19> 6?-5C <97 >2/ 797/8> >23= A+3>/< +::<9+-2/. 9?< >+,6/ 3> A+= -6/+< >2+> 2/ A+= 89 <?890>2/7366 =/<@/< '2/</ A+= =97/>2381 +,9?> >2/ A+C 2/ =:95/ +8. -+<<3/. 237=/60 ffi/ A+= </=:/->0?6 ,?> </=/<@/. :963>/ ,?> 89> :</=?7:>?9?= @/<C>2381 >2+> 09669A/.H0<97 >2/ A38/ >9 >2/ -2/-5H</3809<-/. >2/ 37:</= =398 >2+> A/ A/</ 38 >2/ 2+8.= 90 + :<90/==398+6 ffl> A+= +8 +0>/<8998 90 038/ .38381 8. >2/ 099. A+= :</>>C 199. >99 *2+> /B+->6C .3. >2/ A+3>/< .9N */66 3> 7+C ,/ 79</ </6/@+8> >9 </:9<> A2+> 2/ .9 ffi/ .3.8E> >/66 ?= 23= 8+7/ 9< 9>2/<A3=/ -+66 +>>/8>398 >9 237=/60 ffi/ .3.8E> ./=-<3,/ >2/ 538. 90 .+C 2/ A+= 2+@381 23= +>>/7:>=H=:9<+.3- 9< 9>2/<A3=/H+> + -966/1/ /.?-+>398 9< >2/ :99< ></+>7/8> 2/ </-/3@/. 0<97 :</ @39?= -?=>97/<= ffi/ .3.8E> :</>/8. >2+> 2/ A+8>/. >9 ,/ 9?< 0<3/8. ffi/ .3.8E> 38>/<<?:> 9?< -98@/<=+>398= ffi/ .3.8E> <?8 .9A8 >2/ 7/8? 3>/7= >2+> 2/ :/<=98+66C /849C/. ffi/ .3. 89> 98-/ ?=/ >2/ :2<+=/ F</ C9? =>366 A9<5381 98 >2+>NG ffl> +6A+C= 7+5/= 7/ >2385 90 +8 9@/<=>?00/. 91</ =A/+>381 9@/< + 2+?8-2 90 =97/>2381 9< 9>2/< =><+38381 >9 :?> +A+C C/> +89>2/< 79?>20?6 !'ffiE" &97/29A A236/ 7+8+1381 >9 +@93. +66 >29=/ >2381= >2/ A+3>/< 5/:> 9?< A+>/< 16+==/= +8. ,</+. ,+=5/> 0366/. ffi/ 7+./ 9?< 7+38 -9?<=/= +::/+< 9?< =+6+.= A/</ /+>/8 ffi/ 8/3>2/< -<9A./. 89< 8/16/->/. ?= -:9 .
356 Chapter 11 Thanking the guest for speaking up Maintain Tables. Servers should maintain their tables throughout the meal to keep the guest experience a pleasant one. An important part of maintaining a table’s appearance is to remove items throughout the meal that the guests no longer need. This is called pre-busingǯȱȱȱȱȱȱȱȱȱȱęȱ ȱDzȱȱ ȱȱȱȱȱȱ¢ȱȱȱȱǯȱ¢ȱ ȱȱȱȱǰȱȱȱǰȱ¢ȱȱȱȱȱȱ ȱ them (cream, sugar, lemons, and so on) should remain on the table. Maintaining tables includes: ȱ ȱȱȱǯȱȱȱȱȱȱȱȱ ¢ȱĴȱȱȱȱȱǯ ȱȱȱȱǯȱȱȱęȱ ȱǰȱěȱ ǰȱ ȱ ȱǰȱȬȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱȱȱȱȱ ȱ¢ȱȱȬǯȱ¢ȱȱęȱȱ baskets as needed. ȱ¢ȱȱȱ¢ȱȱȱȱ ȱĴȱĴǯ Pre-busing the table. ȱĞȬȱ ǯȱĞȬȱȱȱȱȬǯȱ¢ȱȱ ȱȱȱ¢ȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱ Ğȱ ȱǯȱȱȱȱȱ ȱȱ ǰȱ ¢ȱȱȱ ȱ dessert cart or display tray to the table and describe each dessert using mouth- ȱ ǰȱȱȱȱ ȱȱ ǯȱ ȱȱ¢ȱ ¢ȱ are too full to have dessert, the server might point out the lighter dessert items, or ȱȱȱȱȱǯȱȱȱȱěȱěȱȱȱ ȱ ȱȱǯȱ¢ȱȱ ȱȱȱ ȱȱȱěȱȱǯȱ ȱȬȱ ǯ Restaurant servers may be asked to prepare foods to-go ȱȱ¡ȱĞǯȱȱȱ ȱȱȱ¢ȱȱĴȱ take-out items in sanitary take-out containers. They should use serving utensils, ȱ ȱ ęǯȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ x x x x x ffi/ A+= 38 + :2<+=/ +>>/8>3@/ A3>29?> ,/381 9,><?=3@/ ffl -9?6.8E> 2/6: ,?> 89>3-/ 38 7C </-/8> ><3:= >9 <+8-/ +8. ffl>+6C >2+> A+3>/<= >2/</ <9?>38/6C =><35/ >2+> -<?-3+6 ,+6+8-/ ffl> -9?6. ,/ >2+> A+3>/<= 38 ?<9:/ +</ ,/>>/< ><+38/. 9< ,/>>/< :+3. #< 3> -9?6. ,/ >2+> 099. =/<@3-/ 3= @3/A/. += + 6/13>37+>/ -+<//< 38 >29=/ -9?8><3/= <+>2/< >2+8 += =97/>2381 =29<> 90 + </+6 49, #< 7+C,/ A+3>/<= :6+C >9 >2/3< +?.3/8-/= !+C,/ ?<9:/+8= :</0/< -996 :<9 0/==398+63=7 0<97 >2/3< 099. =/<@/<= A236/ 7/<3-+8= 38 1/8/<+6 635/ -23<:C 0+736 3+<3>C fl3@/ 7/ >2/ A+3>/< A29=/ 130> 3= >9 ,/ 38-98=:3-?9?= ffl 2+@/ +66 >2/ :+6= ffl 8//. fl. # fl KRfflBB !BF "Bfflffl -BB P M +fl ) 9fl9 <fl?A # I Iff C 1C -:9 .
Dining Service: Styles and Procedures 357 beverages. They can then add paper napkins and individual packets of appropriate condiments (such as salt, pepper, mustard, ketchup, and salad dressing) to the ȬȱǯȱȱĞȱǰȱȱȱȱȱȬȱȱȱȱ table. In some restaurants, servers give the container to the guest and the guest ȱ ȱĞȱ ȱȱDzȱȱȱ ǰȱ ȱȱȱȱ- ȱȱ¢ȱȱȱĞȱȱȱȱȂȱȱȱȱǯȱ ȱ ȱȱǰȱȱȱ ȱȱȱ ȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱęȱȱȱǯȱȱ restaurants have take-out bags featuring their logo that servers can give to guests ȱȱȱĞǯ Present the Guest Check. Finally, servers should present the guest check to the ȱȱȱȱȂȱǯȱ ȱȱǰȱȱȱ ȱ ȱȱ¢ȱȱȬȬȱǯȱȱȱ ȱȱȱ¢ȱȱȱ sure it is complete and accurate before taking it to the table. At the end of the meal, ȱȱ¢ȱȱȱȱȱȱ ȱȱ¢ȱȱ¢ȱȱ ȱ ȱȱȱǰȱȱȱȱ ȱȱȱȱȱȱȱȱȱ ȱȱ ȱȱǯȱ¢ȱȱȱȱȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱę¢ȱȱȱȱǯ Most restaurants use guest check folders. Guest check folders keep checks clean and provide a place for guests to put their money or credit cards. If the ȱȱȱǰȱ¢ȱȱĞȱȱȱȱȱǯȱ Ĵȱ ȱǯ In most restaurants, guests have many payment options for Ĵȱ ȱDZȱǰȱȱǰȱȱǰȱ Ȃȱǰȱǰȱ ǰȱȱĞȱęǯȱ ȱȱǰȱȱȱȱȱȱȱ their meal to their room, or charge it to their city account. ȱȱȱ¢ȱ ȱǰȱȱȱȱȱ¢ȱȱȱȱ ȱȱȱȱȱȱȱǯȱ ȱȱȱȱ ȱȱȱȱĴȱ the check, the change is the server’s tip. ȱȱȱĴȱȱȱ ȱȱȱǰȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱȱȦȱȱȱȱȱ ǯȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱȱȱǻȱȱȱ ȱȱȱȱ food and beverage charges) and signs the voucher. It is extremely important that servers get information such as driver’s license ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ meals by personal check. This information helps assure that a personal check can ȱȱȱȱȱȱȱȬĜȱǯ Traveler’s checks must be signed in the server’s presence. Once servers have ęȱȱȱȱȱȱ¢ȱȱȱȱȱȱ¢ȱȱȱ check, they should then treat the check like cash. Servers should be taught their restaurant’s policies for each type of coupon, ǰȱȱĞȱęȱ ȱ ȱ ȱǯȱȱ¡ǰȱ¢ȱ - ȱȱȱȱȱȱĞȱęȱȱDzȱ ǰȱȱȱ ȱȱĞȱęȱȱȱȱȱǯȱȱȱǰȱǰȱ ȱĞȱęǰȱȱȱ¢ȱ ȱ ȱȱ ȱȱȱȱȱ valid and unexpired. If so, they should treat it like cash.
358 Chapter 11 ȱȱȱȱ ȱȱ¢ȱȱȱ¢ȱȱȱȱ credit may charge restaurant meals and drinks to their room. This is called a house account. (ȱȱěȱǰȱȱ ȱȱȱ Ȭȱǰȱ ¢ȱȱȱȱǯǼȱȱȱȱ ȱ ȱȱȱȱȱ to their rooms to print their names and room numbers on the guest checks and sign them. ȱ ȱȱȱȱ ȱ ȱȱȱ ȱȱ¢ȱ ¢ȱȱȱȱȱȱȱȱ ȱȱȱȱ¢ȱȱȱ month (i.e., receive a bill in the mail for their hotel food and beverage charges). Such local accounts are called city accountsǯȱȱĴȱȱǰȱȱ should ask guests to print their name (or their company’s name or group’s name— ȱȱȱȱȱǼȱȱȱǰȱȱ ȱȱ¢ȱȱ number. The guest should then be asked to sign the guest check. Thank the Guests.ȱ¢ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱ ȱ they return their change and receipts to them, and invite them to return. A sincere and gracious thank you leaves guests feeling that their business is appreciated and they are valued. A genuine thank you helps build guest loyalty. Clear and Reset Tables. It is important that tables be cleared and reset promptly. ȱȱȱȱȱȱ ȱȱ¢ǰȱȱȱȱȱȱ- ȱȱȱȱǯȱȱ ȱ ȱȱȱȱȱȱǯȱ While it is important to clear and reset tables as quickly as possible, the needs of ȱȂȱȱȱ ¢ȱȱęǯȱȱȱȱȱȱ¢DZ Gathering items needed to reset the table ȱ ¢ȱȱǰȱ ǰȱǰȱȱ ȱȱȱ ȱȱ£ȱ Replacing tablecloths (if applicable) Ĵȱȱ Cleaning the chairs ȱȱȱȱęȱ Taking soiled items to the dish room ȱ ȱȱ¢ȱȱȱ Storing sanitizing solution and the tray stand at the sidestation Perform Closing Sidework.ȱȱ¢¢ȱ ȱȱȱȱ¢ȱȱ ȱȱȱȱȱĞǯȱ ȱ¢ȱȱȱȱDZ Remove soiled linens Store condiments ȱȱȱĴ ȱ ȱ ȱȱěȱ x x x x x x x x x x x x x x x
Dining Service: Styles and Procedures 359 ȱ ȱȱ ȱ ȱ ȱ Reset all tables Straighten, clean, and restock sidestations Busperson Duties ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Dzȱ ȱǰȱǰȱ ȱ Dzȱȱȱǰȱǰȱ ǰȱ ȱ ȱ ȱ Dzȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ total guest satisfaction ȱ¢ȱȱȱȱȱěȱȱȱȱȱǰȱ ȱ ȱǰȱ¢ȱȱ¡ȱȱȱȱȱȱȱȱȱȱ service. These duties may include: Polishing brass ȱȱȱ ȱȱȱȱȱ Ĵȱȱȱ¢ Exhibit 1 lists the most common tasks that buspersons are expected to be able to ȱȱȱ ǯ ȱ ȱ ȱ ǯȱ When people eat at a restaurant, the china—plates, ǰȱȱȱǰȱȱȱȯȱȱȱȱȱȱ¢ȱȱ- ȱ¢ȱȱǯȱȱȱȱ ȱȱȱȱǰȱǰȱ trendy, or traditional. Typically, restaurants choose their china carefully to present a certain image to guests. Buspersons can enhance that image by taking care of the ȱDZ Inspect all china carefully to make sure it is spotless and free of cracks or ǯȱȱ¢ȱȱȱȱȱ ȱȱǯȱȱĴȱ ȱȱȱ ǯ Stock enough of each type of china in sidestations and other areas so there is ¢ȱ¢ȱȱȱȱȱ ¢ȱȱȱȱȱȱǯ Provide Silverware.ȱǰȱǰȱǰȱ ȱȱ ȱȱ ȱ ¢- ¢ȱȱȱȱȱǻȱ ǰȱ ȱȱȱȱǰȱȱ¡¢ȱ ¡ȱȱ¢ȱǼǯȱȱȱ ȱȱȱȱȱȱȱȱȱ their meals comfortably. At home, the basic “tools”—a fork, knife, and teaspoon— ¢ȱȱǯȱȱ ȱȱȱ ȱŚŖȱȱ ¢ȱȱ ȱȱ for various occasions and situations, and guests expect buspersons to provide the ȱ ȱȱȱǯ Anticipate Guest Needs. Guests tend to remember pleasant restaurant experiences ȱ ȱȱȱȱȱȱȱȱ¡¢ȱȱ ¢ȱ¢ȱ ȱȱ x x x x x x x x x x
360 Chapter 11 Exhibit 1 Typical Tasks for Buspersons ffi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fl<//> +8. =/+> 1?/=>= &/<@/ A+>/< &/<@/ ,</+. +8. ,?>>/< !+38>+38 >+,6/= ==3=> =/<@/<= >9 /8=?</ >9>+6 1?/=> =+>3=0+->398 %/=:98. >9 .3==+>3=03/. 1?/=>= ffi/6: =/<@/ A38/ 9< -2+7:+18/ 6/+< +8. </=/> >+,6/= ?= =936/. .3=2/= >9 >2/ .3=2 <997 ffi+8.6/ =936/. </=>+?<+8> 638/8= !+38>+38 =3./=>+>398= $3-5 ?: +8. </=>9-5 </=>+?<+8> =?::63/= $</:+</ >+5/9?> 3>/7= $/<09<7 -69=381 =3./A9<5 +8. -6/+8381 .?>3/=
Dining Service: Styles and Procedures 361 ¢ȱȱȱȱȱȱ ȱ¢ȱ ȱǰȱȱȱȱȱ ȱȱ¢ȱ ȱȱ ȱǯȱȱȱ¡ȱȱȱȱ appreciated as customers because they have received professional service. It is this type of service that buspersons should provide for guests. Whenever appropriate, they should take the steps necessary to make sure each guest has a positive experience. As buspersons perform their tasks, they can also help restaurant servers by observing guests and determining their needs. For instance, buspersons can: ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ highchairs ęȱ ȱȱȱȱȱ¢ȱȱȱȱȱ ȱ ȱȱȱȱ¢ ȱ ȱȱȱȱȱȱȱȱ ȱ ȱ ȱȱ ȱ ǰȱȱȱȱȱȱ ȱȱȱ ȱǰȱȱȱęȱȱ- taurant server ¢ȱȱȱǰȱȱ ȱ¡ȱȱ¡ȱȱȱ ȱȱȂȱȱ¡ȱȱ¢ȱǯ Prepare Tables for Service. ȱȱȱȱ ȱȱȱǯȱȱȱ ¢ȱȱȱ the most important responsibilities buspersons have is to quickly and correctly set tables to the restaurant’s standards. ȱȂȱęȱȱȱȱȱȱȱȱĴȱȱȱȱȱ ȱ¡ǯȱ¢ȱȱȱȱȱȱȱȱǰȱ ȱȱ ȱȱȱȱȱȱȱȱȱ ȱȱǰȱ ȱȱȱȱ ȱȱĞȱȱǯȱȱȱȱȱȱȱȱ¢ǰȱȱ ȱ guests that the buspersons care about providing a quality dining experience. ȱ ȱ ęȱ ¢ȱ ȱ ȱ ȱ ȱ¢ȱ ȱ ȱ each meal period. Table setup tasks involve: Cleaning tables and chairs Cleaning children’s seating ȱĚ Placing tablecloths or placemats Positioning tabletop items such as centerpieces, salt and pepper shakers and ǰȱȱ Ȧǰȱȱȱȱǰȱ¢ȱȱ matches ȱȱȱǻȱęȬȱǼ ȱ ȱȱȱĴȱ ȱ Placing napkins ȱǰȱĴǰȱĚ ǰȱȱȱȱ Checking the overall appearance of the table x x x x x x x x x x x x x x x x
362 Chapter 11 Fold Napkins. Fresh, clean linens and crisply folded napkins are an important ȱȱȱȱȱȱęȬȱǰȱ ȱȱ ȱȱȱȱȱȱȱȱěȱȱȱǯȱȱȱȱ¢ȱȱ buspersons are responsible for in these restaurants is to fold clean napkins to prepare for each meal period. Stock Silverware.ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ȯȱ ȱ ȱ ȱ ȯ¢ȱ ȱ ęȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ service of specialty menu items. Buspersons may be responsible for stocking the ȱ ¢ȱ ȱȱ¢ȱȱȱ ȱȂȱǯȱ- ȱȱȱȱȱȱȱȱȱ ǯȱȱȱȱ ǰȱȱȱȱȱ ȱȱȱȱȱȱȱȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ¢ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ ǯ Prepare Chilled Forks and Plates. Some restaurants that serve chilled salads, £ǰȱȱȱȱȱȱȱȱȦȱȱȱȱ ȱ order those items. Buspersons may be responsible for making sure these forks and plates are chilled in advance. Plates and forks may be chilled in a freezer, refrigerator, or a special chiller designed for the purpose. When using a refrigerator, ȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱ the forks or plates in the pan. They then should place a second clean linen napkin ȱȱǰȱȱȱȱȱȱȱȦǯȱȱȱȱ ȱȬ ǯȱȱȱȱȱȱ¢ȱȱȱȱǰȱ ȱȱȱ ȱȱ ȱȱȱȱȱǯȱȱȱ ¢ȱȱ that the forks and plates are clean before chilling them. Prepare Table-Side Service Carts. Restaurants featuring higher-priced items on their menus are more likely to have this kind of special service. Table-side cart service turns a routine dining experience into a form of entertainment and a memorable service experience. Table-side carts may include dessert carts, salad carts, ȱȬȱȱǯȱȱȱ ȱ¢ȱȱ¢ȱȱȱȱȱȱ menu items. Buspersons may be responsible for cleaning and preparing these carts for ǯȱȱǰȱ ȱǰȱȱ ȱ¢ȱ ǰȱȱȱ ȱ ȱ ȱǰȱ ǰȱǰȱȱ ȱȱȱǰȱȱȱǯȱȱȱȱȱȱ ȱ ȱ ȱȱ ǰȱȱǰȱȱę¢ǰȱȱ ȱ¢ȱȱ ǰȱȱ ǯȱ ȱ ¢ȱ ǰȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱȱȱǯȱ ȱȱȱȱȱȱǰȱȱȱȱ ȱȱȱ appropriate fuel supply. Once the cart is loaded, buspersons should check the ȱȱȱȱȱȱȱȱȱ ȱȱȱǯ Prepare Sidestations. ȱ ȱȱȱȱ Ĵȱȱ ȱ ȱ ȱ Ȃȱ ǯȱ ȱ ȱ ¡ȱ Dzȱ - sons and restaurant servers can eliminate some trips to the kitchen by going to ȱǯȱȱȱǰȱȱĜȱȱȱǯ ȱ Ȃȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱǯȱȱ ȱȱȱȱ ȱǯȱ
Dining Service: Styles and Procedures 363 ffiffl!'ffi"&'(%!' #ffffl! &A3<6381 >2<9?12 >2/ -+@/<89?= 38>/<39< 90 + :9?8. A+=2381 7+-238/ + </=>+? <+8> 8+:538 3= +8 ?8.318303/. 38.3@3.?+6 38 + 29<./ 90 3./8>3-+6 ://<= ?> 096./. 98 >2/ >+,6/ >9: +73.=> 038/ 16+==A+</ 069A/<= -238+ +8. 7?=3-H 09< >2+> ,<3/0 797/8> ,/09</ 3> 3= -<?7:6/. .<9::/. 9< =:366/. ?:98H3> 3= + -<?-3+6 :+<> 90 >2/ /6+,9<+>/ =/> ./=318 90 + </=>+?<+8> ffl8 >2/ 630/ 90 + </=>+?<+8> 8+:538 >29=/ 797/8>= 90 169<C +</ 06//>381 +8. 0/A '2/ +@/<+1/ </=>+?<+8> 8+:538E= 630/=:+8 3= + 7/</ A+=2381= ,/09</ <+11/. +8. 9@/<:<9-/==/. 3> 3= </>3</. +8. </:6+-/. +< 79</ 90 3>= >37/ 3= =:/8> ><+@/<=381 >2/ -97:6/B :+>2 0<97 >2/ </=>+?<+8>E= 6+?8.<C :36/ >9 3>= 638/8 -69=/>H+ 49?<8/C </:6/>/ A3>2 ><?-5 <3./= -98@/C/< ,/6>= +8. 1+6698= 90 ,6/+-2 '2/</ /B3=>= + ,?=38/== ./@9>/. >9 >2/ =3816/ >+=5 90 </8>381 +8. A+=2381 </= >+?<+8> 638/8 '2/=/ -97:+83/= +</ + :+<> 90 >2/ 38@3=3,6/ 16?/ >2+> 296.= >2/ </=>+? <+8> ,?=38/== >91/>2/< *3>2 >2/3< 06//>= 90 ./63@/<C ><?-5= +8. <9A= 90 13+8> A+=2/<= 638/8 -97:+83/= =?::6C +8 /==/8>3+6 =/<@3-/ >9 >2/ 38.?=><C +-<9== >2/ -9?8><C '2/ -9=> 90 638/8 </8>+6 >C:3-+66C </:</=/8>= >9 :/<-/8> 90 + </=>+?<+8>E= =+6/= =+C </=>+?<+8> -98=?6>+8>= '2/=/ 638/8 -97:+83/= +</ 98/ 90 + 29=> 90 -<?-3+6 ,?> 38@3= 3,6/ ,?=38/==/= A3>29?> A23-2 </=>+?<+8>= A9?6. ,/ ,<9?12> >9 >2/3< 58//= '2/ 7+8+1/<= 90 >2/ 638/8 -97:+83/= :9==/== +8 ?8?=?+6 ,3<.E=/C/ @3/A 90 >2/ </=>+?<+8> /-9897C '2/C +</ +7981 >2/ 03<=> >9 89>3-/ =?,>6/ 06?->?+>398= 38 ,?=38/== +8. >2/C A3>8/== .+36C >2/ </@/<=+6= 90 >2/ </=>+?<+8> 7+<5/> A3>2 3>= 0</ ;?/8> -69=381= +8. 9:/8381= &/+ </=> 38/8= 38 <9956C8 "/A Q9<5 98/ 90 + 2+60 .9D/8 638/8 -97:+83/= >2+> =/<@/ "/A Q9<5 3>C 2+= </=:98./. >9 >2/ 03-56/8/== 90 >2/ </=>+?<+8> 38.?=><C ,C /7:69C381 0?66>37/ =+6/=:/9:6/ A29 ><C >9 A38 8/A -63/8>= 90 06/.16381 </=>+?<+8>= &/+ </=> 69=/= +,9?> >/8 -?=>97/<= + A//5 +8. :3-5= ?: >/8 8/A 98/= F*/E</ ./0383>/6C + @/<C 199. ,+<97/>/< 90 >2/ 69-+6 /-9897CG =+3. <?-/ 9>-27+8 >2/ :</=3./8> 90 *23>/ $6+38= 38/8= + =/<@3-/ >2+> =:/-3+63D/= 38 2312 /8. +8. -969</. 638/8= F@/8 ,/09</ &/:>/7,/< A/ 0/6> + .9A8 .<30> +6</+.CG -98973- ./-638/ 9< 89> </=>+?<+8> 638/8= +</ + -97:/>3>3@/ ,?=38/== +8. >2/CE@/ 19> + 69> 90 A9<5 >9 .9 638/8 :3-5?: ><?-5 @3=3>= 79=> </=>+?<+8>= =3B .+C= + A//5 .<9::381 900 8+:538= 38 :6+=>3-A<+::/. ./89738+>398= 90 /+-2 +,9?> >2/ =3D/ 90 >A9 7365 -<+>/= #8-/ 638/8= +<<3@/ +> >2/ =/<@3-/ >2/C 7?=> ,/ -9?8>/. +8. =9<>/. +--9<.381 >9 >C:/ +8. ./1<// 90 =936 !9=> 638/8 =/<@3-/= ><C >9 6373> >2/ 8?7,/< 90 638/8 >C:/= >9 +@93. 73B381 638/8 0<97 .300/</8> -?=>97/<= '2/ 8+:538= >+,6/-69>2= -2/0=E ?83 09<7= +8. .3=2<+1= +</ >2/8 A+=2/. 38 38.?=><C=>+8.+<. :9?8. A+=2/<= /+-2 +,9?> >/8 0//> 6981 +8. :6+-/. 38 A+>/</B><+->9<= >2+> 6995 635/ 13+8> +3<-98.3>398 381 ?83>= 98@/C/<,/6> :</==381 7+-238/= 3<98 >2/ 8+:538= A23-2 +</ >2/8 096./. ,?8.6/. ,C /7:69C//= +8. =/8> 98 >2/3< A+C > &/+ </=> 38/8= >2/ +>79=:2/</ 2+= +66 >2/ 38.?=><3+6 79@/7/8> +8. A23< <381 90 + 0+->9<C +==/7,6C 638/ &7/66= 90 .+C96. 099. 73816/ A3>2 >2/ =9?8.= 90 2/+@C 7+-238/<C ?8.6/= 90 6+?8.<C =2?>>6/ :+=> A9<5/<= 7/8.381 ?8309<7= +> =/A 381 7+-238/= '2/ A+=2<997 0699< 3= A/> 0<97 .<3::381 ,+1= 90 4?=>A+=2/. 638/8= 2+81381 9@/<2/+. '2/ ,?=38/== /7:69C= A9<5/<= 7/8 +8. A97/8 7+8C 90 A297 A9<5 98 >2/ 0699< =9<>381 +8. 096.381 6+?8.<C +8. >/8.381 >9 >2/ 8//.= 90 >2/ 13+8> 7+-238/= ffl8 +8 +@/<+1/ .+C >2/ -97:+8C A366 A+=2 8+:538= ffl8 3>= -+<//< + 8+:538 7?=> =?00/< + 7?6>3>?./ 90 38.3183>3/= +8. +==+?6>= $+=>+ =+?-/ =+6+. .</==381 1<+@C 3-/ -</+7 63:=>3-5 +8. 9--+=398+66C :/8 385 ,/=73<-2 3>= -6/+8 +8. :</==/. /B>/<39< FC 3>= @/<C 8+>?</ 3> 3= +8 +,?=/. >2381G =+3. $+?6 966/=/+@/8 + 7+8+1381 :+<>8/< +> >2/ (8398 &;?+</ +0/ -:9 .
364 Chapter 11 ȱȱȱȱȱȱȱȱȱȱȱDzȱȱ ȱ ȱȱȱȱȱĞȱȱȱȱ- ǯȱ¢ȱ ȱȱ ȱȱȱ¢ȱȱȱǰȱ- ȱȱȱȱȱȱȱȱȱȱĜ¢ȱȱȱ ǰȱ ȱȱȱȱǯ ȱȱǰȱȱȱȱ ȱ ȱĴȱȱ other food items. Before they do any food preparation of any kind, buspersons ȱ¢ȱ ȱȱȯȱȯ ȱ ȱ ȱȱȱȱȱ least 20 seconds. Ĵǯȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱĴȱȱ ȱȱĴȱȱǰȱȱȱ¡ȱ- ȱǯȱĴȱȱ¢¢ȱȱȱȱȱȱ ¢DZȱ Ĵȱ Curls Ĵ Molds ȱȱĴȱȱǰȱȱȱȱȱȱĴȱȱȱȃǰȄȱȱ ȱ ȱȱęǰȱȱȱȱȱȱȱǯ Condiments. Condiments that most restaurants typically provide include ǰȱ ǰȱ ȱ ǰȱ ¢ǰȱ ǰȱ ¢ǰȱ ȱ ¢ǯȱ ¢ȱ ȱ ¢ȱ served in their original containers or in specialty dispensers. Buspersons should make sure that these containers are kept clean. This might include removing the ȱǰȱ ȱȱȱȱȱȱȱȱ ȱȱȱ ǰȱ ȱȱȱȱȱȱȱȱȱ¢ȱȱǰȱȱȱȱ ȱ¢ȱȱ ȱȱȱ£ȱǰȱȱ¢ȱ¢ȱ x x x x '2/ 638/8 -97:+8C 7?=> /<+=/ >2/ 7/79<C 90 >2/ 8+:538 =9 3> A366 ,/ </+.C >9 :6+C 3>= :+<> -6/+8 +8. ?837:/+-2/. +> 3>= 8/B> 7/+6 +-2 >37/ + 8+:538 7+5/= >2/ ><3: 0<97 6+?8.<C ,+=5/> >9 638/8 =/<@3-/ +8. ,+-5 +1+38 3> -9=>= >2/ </=>+?<+8> +,9?> -/8>= A2/>2/< 3> 3= + 8/A 8+:538 9< 98/ >2+> 2+= =?00/</. 7312>36C +> >2/ 2+8.= 6+:= +8. 63:= 90 </=>+?<+8> :+><98= ffl> 3= <+</ >2+> >2/ =/<@3-/= =// + =>+38 >2+> >2/C -+8E> </79@/ ?86/== </=>+?<+8> /7:69C//= ?=/ >+,6/ 8+:538= >9 -6/+8 9@/8= 9< A3:/ >2/ 0699< 29-96+>/ </. A38/ +8. ,+<,/-?/ =+?-/ .98E> -+?=/ @/>/<+8= >9 ,6385 +8 /C/ Fffl> -97/= 9?> 99. .9/=8E> =>+38G =+3. 8>298C $<+>> 1/8/<+6 7+8+1/< 90 &/+ </=> 38/8= ffi/ =A/+<= 2/ ?=/= 89>2381 ,?> =9+: +8. ,6/+-2 ?> 30 >2/ =>+38= :9=/ 89 -2+66/81/ >2/=/ 7+=>/< 6+?8./</<= =>366 2+@/ >2/3< A+< =>9<3/= Fffl>E= +7+D381 A2+> C9? 038. 38 .3<>C 638/8=G =+3. 9>-27+8 A29E= ,//8 38 >2/ ,?=38/== 09< C/+<= +8. 3= =29-5/. ,C >2/ 8?7,/< 90 09?8. 3>/7= >2+> 19 ?8-6+37/. F#8-/ A/ 09?8. =97/98/E= 0+6=/ >//>2 38 >2/3< 8+:538 +8. >2/C 8/@/< /@/8 -+66/. >9 038. 9?> +,9?> >2/7G fl. fflfi 5 flG&J KE ffl P ffl 3B ,H M Qfi! ,DB flF CC -:9 .
Dining Service: Styles and Procedures 365 them before replacing the lids. Containers or dispensers that are chipped, cracked, or dented should not be used. ȱ¢ȱȱȱȱȱęȱȱȱȱ ȱǯȱ ȱȱȱȱȱȱȱȱ¢ȱȱ- ȱȱȱȱȱȱȱǯȱ ǰȱȱȱ¢ȱȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱȱ Ĵǯȱ ¢ǰȱ ȱ ȬȱĴȱȱȱȱȱDzȱ¢ȱȱ¢ȱ ȱ ¢ȱ ȱȱȱȱǯ Some restaurants use single-service packets of mustard, ketchup, or specialty sauces. Many restaurants provide individually packaged crackers in baskets on the dining tables. Buspersons may be responsible for ensuring that these baskets ¢ȱȱȱȱȱǰȱȱǰȱȱȱȱ¢ȱ - pers from the baskets. ȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱȱȱ¢ȱȱǰȱǰȱȱȱȱȱȱǯȱȱ ȱȱȱǯȱȱȱȱȱǰȱȱȱȱ ȱ ¢ȱ ȱȱȱȱȱȱ ǯȱ ȱȱȱ¡¢ȱ¢ȱȱȱ ȱȱȱȱȱ ǯ ȱ¢ȱǰȱȱȱȱȱȱȱ Dzȱǰȱȱȱȱȱ- ȱȱȱȱȱȱȱǯȱȬȱęȱ ȱȱĞȱ served in the same manner. Buspersons should place the proper number of sugar ȱȱȱȱȱȱȱȱęȱ ȱȱȱȱDzȱȱ ȱ ȱȱ ȱ ȱȱ ȱ¢ȱ ęȱ ȱǯȱȱ are placed upright and facing the same directions so guests can plainly see the ȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱȱȱ unless they are stained, damaged, or partially opened. Buspersons also make sure that the sidestations have extra sugar caddies. ȱǯȱȱ¢ȱȱ ȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱĞǯȱȱȱȱȱĞȱ share this duty. Because guests consume ice, it is treated like food. A sanitary container is ¢ȱȱȱȱȱȱȱȱȱȱȱȱǯȱ ȱǰȱȱȱ ȱȱȱȱ ȱȱȱȱȱǰȱȱȱȱȱȱȱȱȱȱ ǯȱȱȱ ¢ȱĞȱȱȱȱȱȱȱȱȱȱǯ ¢¢ǰȱȱȱȱȱȱĞȱȱȱǰȱȱ¢ȱȱȱ ȱȱǯȱ¢ȱ ȱ ȱȱȱ ȱȱȱȱ ȱȱȱȱȱ ȱȱǯȱ¢ȱȱȱȱȱȱȱ¢ȱȱ ȱ them to air dry before adding ice. ȱ ȱěȱ ǰȱǰȱȱĴȱ ȱȱȱǰȱ Ĵȱȱ¢ȱȱ ȱȱȱȱȱȱȱǯȱȱ¢ȱ be responsible for preparing these buckets and stands for service. The buckets ȱȱȱ ȱȱ ȱ ǰȱȱ¢ǰȱȱ ¢ȱ ȱęȱ Ȭȱȱ Ȭȱȱ ȱǯȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱĴȱȱ ȱǯȱȱ ȱ ȱȱǰȱęȱȱȱȱȱȱȱȱȱȱĴȱȱǯȱ ȱȱȱȱęǰȱȱȱȱȱȱȱǰȱ ȱȱȱȱȱ
366 Chapter 11 draped over the top. Buspersons then place the stands in the proper location at the sidestations. Water pitchers. In addition to ice bins, most restaurants also have designated ȱ ȱ ȱ ǰȱ ¢ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱ ȱ ȱȱȱȱȱĞȱȱĞȱȱȱǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱȱȱȱ¢ǰȱȱȱ ¢ȱȱȱĞȱȱ ȱ¢ȱȱȱȱȱȱǯȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱ¢ȱȱȱȱęǯ A clean linen cloth is usually placed on the counter at the sidestation to serve ȱȱȱȱȱȱ ȱǯȱȱ ȱȱȱȱȱ- ing messy from moisture or drips. ȱęȱȱ ȱȱ¢ȱęȱęȱȱ ȱǰȱȱȱȱ Dzȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱ ȱǯȱ ȱ ȱ ¢ȱęȱ ȱȱȱȱ ȱȱȱȱȱ¢ȱȱǯȱȱ ęȱȱȱȱȱȱȱȱȱǯ Sidestations. ȱ ȱ ȱ Ğǰȱ ȱȱȱ ȱ sidestations to ensure that servers and buspersons have the items needed to ensure ȱǯȱ¢ȱȱȱȱ ȱȱ ȱȱ ȱȱ ȱȱȱȱȱǯȱ¢ȱ ȱȱ- ȱ ȱ ȱȱ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ȱȱȱȱȱȱȱȱȱĜ¢ȱȱȱǰȱ ȱȱȱȱǯ Buspersons make sure sidestations are kept clean by removing soiled items ȱ ȱȱȱȱǯȱ¢ȱ¢ȱȱȱȱȱȱȱ ǯȱ¢ȱȱȱȱ ȱȱǯȱȱȱȱȱ ȱȱǯȱȱ¢ȱ¢ȱȱ¢ȱȱȱȱȱ ȱȱ periods to completely restock the sidestations. Buspersons should monitor the supply levels in the sidestations and keep them as full as possible. Servers and ȱȱȱȬ¢ȱȱȱ¢ȱ ȱȱȱȱȱ kitchen for items that should be in the sidestation. ȱȱǰȱȱȱȱěȱ ȱȱȱȱȱ- ȱȱ¢ȱ¢ȱȱȱȱěȱȱǯȱȱȱěȱ¢ȱ available is a mark of good service. Salad bars.ȱ ȱȱǰȱȱ¢ȱȱ ȱ ȱĴȱ ǰȱǰȱȱȱ ȱȱȱǯȱȱĴȱȱ ȱȱǰȱ ȱȱ ¢ȱȱȱȱ¢ȱȱȱȱȱȱȱȱ ȱȱ ȱ ȱ ǯȱȱęȱ ȱȱ ȱ ȱȱ ȱȱ ȱ ȱȱȱȱǯȱȱȱ¢ȱȱȱ DZ ȱȱȱȱȱǰȱȱǰȱȱ£ȱǰȱȱȱǰȱ and crocks of food and salad dressing ȱǰȱȱǰȱǰȱȱǰȱȱȱĴȱǰȱȱ serving utensils Condiments, salt and pepper shakers and grinders, and oil and vinegar cruets x x x
Dining Service: Styles and Procedures 367 Buspersons should check the salad bar and make sure that it is clean. The £ȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱȱȱȱȱȱȱ ȱȱ ǰȱȱ ǯȱȱ ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ¢ȱȱ ȱ ȃȬȄDzȱȱȱȱȱȱĚěȱȱ¢ǯȱȱȱȱǰȱ buspersons should check them to make sure they do not have any rips, tears, or ǯȱȱ ȱȱ ȱȱ ȱȱ ȱ ȱ ȱ include: Placing table decorations on the salad bar Adding ice to the salad bar Placing crocks of food and salad dressing onto the salad bar Plugging in and turning on the soup tureen ȱȱȱȱ ȱȱ ¢ȱȱ ȱȱȱȱȱĚȱȱ ȱȱȱ food particles ȱȱȱȱȱȱę Restocking salad plates, as needed Ensuring that food is stored and displayed safely ȱȱȱȱȱȱǰȱȱȱȱ ȱȱȱȱ¢DZ Placing all food containers back onto a cart Storing food that can be reused in the kitchen, adhering to food safety principles Discarding food that cannot be reused ȱȱȱȱȱȱȱ Storing condiments in their proper place Removing the linen skirts and taking them to the laundry bins Draining the melted ice from the salad bar ȱȱ£ȱȱ ȱȱ ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ £ȱ solution Clear and Reset Tables. Tables must be cleared and reset promptly and quietly. ȱȱ ȱȱȱ ȱęȱȱȱȱǯȱȱ ȱȱȱȱȱ ȱȱ¢ǰȱȱȱȱȱȱȱȱ ȱȱǯȱȱȱȱȱ ȱȱǰȱȱ ȱ¢ȱȱȱ ȱȱȱȱȱȱȱȱȱȱǯ ǰȱȱǰȱȱ ȱȱĞȱȱȱȱȱȱȱȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ȱȱ ȱ ȱ ȱȱ ȱ ȱ ǯȱ ȱǰȱȱȱȱȱȱȱ ȱȱDzȱȱ x x x x x x x x x x x x x x x x x x
368 Chapter 11 some restaurants, the dishes are simply placed in the tub, to be scraped later in the ȱǯȱȱȱ ȱ ȱȱȱȱ¢ȱȱȱȱ soiled dishes in the bus tub, stacking like items together. If the restaurant uses linen napkins and tablecloths, these should be removed and the busperson should ȱȱȱ ǰȱȱǰȱȱȱȱ¢ȱȱȱȱ linens. Once everything is removed, the table surface can be cleaned, or the table- ȱǯȱȱȱęȬȱȱȱȱ ȱȱȱ a tablecloth so that guests are never able to see the table surface. Then the table can ȱȱ ȱ ǰȱ ǰȱȱǯȱȱȱȱȱȱǻȱȱ ȱȱ ȱȱȱǼȱȱȱȱȱȱȱǯȱȱ ǰȱ ȱ ȱȱ ȱęȱ ȱ ȱȱ ȱ ȱ ȱȱ ǰȱ then take the soiled dishes and linens to the dish room or other designated area. Bus Soiled Dishes. ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱǰȱ ȱȱȱĴȱǰȱȱ - ever a server requests it. In addition, buspersons bus the sidestations as needed. ȱȱȱȱȱȱȱȱǰȱȱȱȱęȱbus tubs ȱȱȱȱȱȱȱȱ ǯ Because the task of carrying soiled dining items back to the kitchen is performed so frequently, buspersons should take care that they are properly loading ȱĞȱȱ¢ǰȱǰȱȱȱȱȱȱȱȱȱ¢ȱȱȱ ȱǯȱȱ ȱȱȱȱȱȱȱ¢ǰȱǰȱȱȱȱȱȱ ¢ȱȱ ȱȱĴȱȱ ȱĞǯȱ¢ȱȱȱȱȱȱ Dzȱȱȱȱȱǯȱȱȱ ȱȱȱ ȱȱȱĴȱȱȱȱǰȱǰȱȱ¢ȱȱȱȱȱǯ ȱ ȱĞȱȱ ¢ǰȱ ¢ȱ ȱ ȱ ȱ ȱȱȱ ȱ ȱȱȱȱ ȱȱ¢ǯȱ¢ȱȱȱȱȱ¢ȱ ȱȱȱ onto the palm of the other hand. By balancing the tray at shoulder level on their ęȱȱȱ ȱ ǰȱȱȱȱȱ ȱȱ ¢ȱ straighten their legs. The long end of a loaded tray or tub should be next to their bodies and kept close to their bodies as they move through the restaurant. ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ğǯȱ ȱ ¢Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱȱȱ ȱȱȱȱȱ ȱȱȱȱĚǰȱȱȱȱȱǰȱ ȱȱȱȃȄȱȱȱȱěȱȱȱȱǯ Once buspersons have carried the soiled items to the kitchen or dish room, they typically sort the items according to a decoy system. Most restaurants have ¢ȱ¢ȱȱȱȱȱȱȱȱȱ ȱȱ¢ȱǰȱǰȱȱ ȱȱȱȱ ȱȱ ȱ ȱȱȱȱȱǯȱĞȱȱ ȱ ȱ ęȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱ ȱ - ȱ ȱǯȱȱęȱ¢ȱȱȱ¢ȱȱȱȱ ȱ ȱ¢ȱ ȱȱȱǯ Handle Soiled Restaurant Linens. In hotel restaurants that use linen napkins and tablecloths, buspersons may be required to gather these used linens and take them to the laundry department for cleaning. Buspersons use a linen bag or a rack to gather and transport the soiled linens. This may be done periodically throughout
Dining Service: Styles and Procedures 369 ȱĞȱȱ ȱȱȱȱȱȱȱĞǯȱȱȱȱȱȱȱȱȱ eases the burden on the laundry department. Buspersons should check each linen item to make sure it does not contain ǰȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ȱ Ȭȱǯȱȱ only are these items costly to replace, they could tear the linens once they are in the ȱȱ¢ǯȱ¢ȱȱȱ¢ȱȱ¢ȱȱ¢ȱĴǯ ȱȱȱȱȱȱ ¢ȱȱȱȱȱ ¢ȱ ȱ¢ȱȱȱDzȱȱ¢ȱȱ¢ȱȱȱ ǰȱǰȱȱǯȱȱȂȱ¢ȱȱ¢ȱȱȱęȱ ȱȱȱǯȱȱȱ ȱȱȱȱȱȱ ¢ȱȂȱȱǯ Assist Servers. A very important responsibility that buspersons have is to assist ȱȱȱȱȱȱǯȱȱ ¢ȱȱȱȱ ȱ ȱȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱȱȱȱ¢ȱȱǰȱȱȱ ȱȱ basic steps: 1. Have the right glass or cup for the beverage. ȱ Řǯȱ ȱȱ ȱȱȱȱȱȱȱȱ ȱǰȱǰȱȱ spots before pouring the beverage. Cracked or chipped glasses or cups should ȱȱȱȱ¢ȱȱȱȱȱǯȱĴȱ Ȧȱȱȱȱȱȱ ǯ 3. When pouring at a table, leave the glasses and cups on the table. Never ȱȱȱȱȱȱȱȱȱȱȱȱȱ ¢ȱȱȱ ȱ spilling. ȱ Śǯȱ ȱȱȱȱȱ ȱȱȱǯ ȱ śǯȱ ȱȱȱȱȱȱǯȱ ¢ȱȱȱȱȱȱȯȱȱȱ a glass—to pick up ice. ȱǰȱȱȱȱ ¢ȱ ȱȱȱǯȱ ȱȱ request something from buspersons, the buspersons should either help the guests ȱȱ¢ȱȱȱǯȱȱȱ ¢ȱȱȱȱ ȱȱ ȱǯȱ¢ȱȱȱĴȱȱǰȱȱȱȱ ȱȱĚǰȱȱȱ¡ȱȱȱǯ ȱȱȱȱȱȱȱ ȱȱȱȱȱ ȯȱȱ ȱ ȄȬȄȯ¢ȱ ȱ ęȱ ȱ ȱ ȱȱ ¢ȱ ȱ ȱ ȱȱǯȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱ hand. Cleared items are placed in the bus tub or tray as are any crumbs, food particles, or soiled linens. Buspersons should leave drinks and condiments on the table until the end of the meal. Full bus tubs or trays can then be taken to the kitchen. Perform Closing Sidework. ȱȱȱȱȱǰȱȱ ȱȱĞȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢¢ǰȱ ȱ ȱȱȱȱȱ ¢ȱȱȱȱȱȱȱȬȬĞȱ ǯȱȱȱ¢ȱȱȱȱȱȱȱȱȱȱĞȱDZ
370 Chapter 11 Remove soiled linens Store condiments ȱȱȱĴ ȱ ȱ ȱȱěȱ ȱ ȱȱ ȱ ȱ ȱ Clean the dining room chairs and tables Wipe all furnishings, displays, railings, and other appropriate surfaces Vacuum carpeted areas ȱĚ Reset all tables Straighten, clean, and restock all sidestations Set music, HVAC, and light system controls, as appropriate Banquet Servers Banquet servers provide food and beverage service to banquet guests. Perhaps a Ĵȱęǰȱǰȱ ȱȱȱȱȱȱȱȱȱěȱ ȱ ȱȱ¢ȱǰȱ ȱǰȱȱȱȱȂȱȱ ȱȱ¡ȱ¡¢ȱ ȱȱȱȱ ȱȱȱǰȱȱ ȱ¡ȱȱ ¡ȱ ȱǯȱȱȱȱȱDZ Preparing for service Inspecting tables for cleanliness and proper setup Greeting guests Serving food and beverages Completing service Ĵȱȱȱȱȱ Keeping a count of the number of guests served Helping take inventory Exhibit 2 lists many of the tasks that banquet servers are expected to perform. Working as a Team To be excellent team players, banquet servers can: ȱȱȱȱ ȱȱěȱ¢ȱ ǯ Report needed equipment repairs to maintenance, using the maintenance request system. x x x x x x x x x x x x x x x x x x x x x x x x
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372 Chapter 11 Take soiled linens to the laundry department to help the laundry manage its production. ȱ ȱȃȱȄȱǻȱěǰȱȱěǰȱ¢ȱ ěǰȱȱȱěȱǼȱ ȱȱȱȱȱȱȱ¢ȱ ȱ guests. Superior Performance Standards The quality of the food, drinks, and service at a lodging property should enhance each guest’s overall banquet experience. Providing excellent service, beverages, and meals at a reasonable price is every property’s ultimate goal. Superior performance standards help banquet servers achieve that goal. Banquet servers must: ȱȱȱ ȱȱ¢ǯ Refresh function rooms as needed. ȱȱ ¢ȱȱ¢ȱȱȱǯ Serve food and beverages according to high-quality service standards appropriate for the type of function. Anticipate and quickly respond to guests’ needs. Be alert to safety procedures at all times. ȱȱ ȱȱȱȱ ȱȱ ǰȱĴ¢ȱǰȱ and pleasing to the senses. Banquet Server Duties ȱȱ ȱȱ ȱ ȱȱ¢ȱȱȱȱȱȱ related issues. Banquet Event Orders. Banquet servers rely heavily on banquet event orders ǻǼǯȱȱǻȱȄȱȄȱȱȱǼȱ ȱȱ ȱ ȱ ȱȱȱ ȱȱȱȱǯȱȱȱȱȱ ȱȱ BEO. ȱȱ¢¢ȱȱȱ¢ȱȱȱȱȱ ȱȱǯȱȱ ȱěȱǰȱȱȱȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱěȱȱȱǰȱȱǰȱȱȱǯȱȱȱ Ȭ ȱǰȱȱȱȱȱȱȱȱȱȱȱȱȱǯȱȱ BEO also lists: ȱȱȱȱ£ȱȱȱȱDzȱȱ£Ȃȱ ǰȱȱǰȱ ȱȬȱ Dzȱ ȱ ȱ£Ȃȱȱ person ȱȱȱ ȱȱȱ The type of function ȱȱȱ ȱȱȱ ȱȱ The number of guests expected and the number guaranteed x x x x x x x x x x x x x x
Dining Service: Styles and Procedures 373 ȱȱę ȱȱę Special equipment needed ȱȱȱǰȱĚ ǰȱȱȱȱ Complete menu for the function, including beverages and all the courses Time the food should be plated Time each course should be served Prices of all food and beverage items Any special requests Promote Restaurants. Banquet servers have many opportunities to promote the other restaurants and services of the hotel. They should be prepared to tell guests ȱ ȱȱȱȱȱȱ¢DZ Hours of service Type of food served and price range Signature menu items Reservations policy Dress code (if any) ȱ ȱ ȱ ȱ ȱ ¢Ȃȱ ȱ ¢ȱ ȱ ęȱ ȱǯȱȱ¡ǰȱ¢ȱȱ¢ǰȱȃ ȱ¢Ȃȱȱȱ ǰȱ¢ȱȱǯȱ It has excellent eggs Florentine.” They can also suggest the property’s other facili- ȱȱȱ ȱ ȱȱȱȱǯȱȱȱȱǰȱǰȱȱ ęȱȱȱȱȱǯ Linens and Napkin Folding. Fresh, clean linens and crisply folded napkins are a ¢ȱ ȱȱȱȱȱ ȱǰȱ ȱȱ ȱȱěȱȱȱȱȱȱȬȱǯȱ ȱ ȱ ȱ ¢ȱ ȱȱ ȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢Ȃȱ ǯȱ ȱ ȱ ȱ ȱȱ¢ȱȱȱȱ ȱȱȱȱȱ ȱȱȱ ȱȱ ȱȱ ȱ ¢ǯ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ - ȱǰȱȱȱ ȱ ȱ ȱȱ ȱǯȱȱȱȱ the same sanitary care as food. There are many napkin folds that can be used to ȱȱȱȱǯȱȱ ¢ȱȱȱȱȱ ȱ¢ȱ ȱ ȱ ¢ȱ ȱ ǰȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱĞȱȱȱȱȱlinen roll-up. Once ǰȱȱȱȱȱȱȱȱȱȱǰȱ ȱ ¢ȱȱ ȱȱȱĴȱȱǯ ȱȬĴȱǯȱAll of the tables in a function room should ȱ ȱ ǰȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ ǯȱȱ ȱ x x x x x x x x x x x x x x
374 Chapter 11 ȱȱ¢ǰȱ ȱ¢ȱȬȱ ǰȱ Ĵȱǰȱ ȱ ǰȱȱǰȱȱ ȱȱȱȱěȱȱȱȱ providing a quality dining experience. ȬĴȱȱ ȱȱ ȱȱ¢ȱȱȱȱ¢ȱȱ ȱǯȱ ȱȱȱȱ ȱȱȱȬĴȱȱ for each type of function held at a property. All tables for a function should be set and ready no later than 15 minutes before the banquet’s scheduled start time. Depending on the policy of the banquet department, a supervisor or banquet captain may then check all of the tables. Once the table setups have been approved, banquet servers should be in the room, ready ȱ ȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱȱĴȱȱȱȱȱǯȱȱȱȱȱ ȱ ȱȱȱ ȱȱȱȱȱȱ ǰȱǰȱȱ glasses are clean and have no spots, cracks, or chips. Servers should be careful to ȱȱȱ¢ȱȱȱȱȱȱ¢ ȱȱȱȱȂȱȱ ȱ touch. Exhibit 3 lists common ratios for table items and table seating. ȱȱȱ ȱȱȱǰȱȱȱŗŘȬȱȱ on the table directly in front of each chair for the dinner plate. The dinner fork is ȱȱȱĞȱȱȱȱǰȱȱȱȱȱȱȱȱȱȱ ȱȱĞȱȱȱęȱǯȱȱȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱǯȱȱȱȱȱȱȱȱȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱ ¢ȱ ȱȱȱȱǻ ȱȱȱȱȱȱȱȱǼǯȱ¢ȱȱ ȱ¢ȱ£ȱ ȱȱȱȱǰȱȱȱęȱǰȱ- tizer forks, steak knives, or dessert spoons. Water glasses are placed above the tip of the dinner knife (one-half inch above is a typical standard). Wine glasses are then set up according to the ban- ȱȂȱ¢ǯȱ ȱȱȱ ȱ ȱȱȱȱȱǰȱȱ ȱ¢ȱȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱ ȱǯȱ ȱȱ£ȱ ȱȱȱȱǰȱȱȱȱȱȱ ȱȱ ȱ ȱȱȱȱ¢ȱ ȱ ȱȱ ȱǯȱȱȱ ȱȱȱȱȱȱȱȱȱȱ¢ȱ ȱȱȱ ȱ glass. Banquet servers typically turn the handle of the cup or mug to the right and ȱȱȱęȱ¢ȱȱȱǯ Finally, banquet servers should carefully check each table to make sure everything looks consistent and meets the department’s standards. If there are table lamps or candles on the table, they must be turned on or lit before the arrival of guests. Prepare Condiment Containers. Before a banquet begins, banquet servers should prepare and clean such items as salt shakers, pepper shakers, pepper grinders, and ȱ ȱȱǯ Salt and pepper shakers and grinders should be cleaned before they are set ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱ¢ȱȱ ȱȱǰȱ ¢ȱ ȱ ȱ ȱǯȱ ȱ - ȱȱȱȱȱ¢ȱ¢ȱȱȱęǰȱ ǰȱȱȱ
Dining Service: Styles and Procedures 375 ȱȱȱȱȱȱȱ¢ǯȱȱȱȱȱ¢¢ȱ ȱęȱ ȱȱȱȱȱȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱ¢ȱȱȱ¢ȱȱȱȱȱȱęȱ process. ȱȱȱȱȱȱǯȱ ȱĞȱȱȱȱ ȱȱȱǰȱǰȱȱȱȱ·ǯȱȱęȱǰȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ȱęȱ ȱ ȱǯȱ¢ȱ ȱȱęȱ ¢ȱ Ȭȱǰȱȱęȱȱȱ ȱȱȱǯ ȱ ȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱ ȱȱ ¢ǯȱȱȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱ ȱ¢ǰȱ ȱ ęȱ ȱȱȱ ȱȱǯȱ ȱ ȱ¢ȱȱ ęȱǰȱ ȱ ȱȱȱȱȱęȱ ȱȱȱȱȱ ȱȱęȱǰȱ ȱǰȱȱęȱ ǯȱȱȱ - ener packages from previous meals can be re-used if they are undamaged and free of stains. All packets should be placed upright and facing the same direction so ȱȱȱȱ¢ȱȱȱȱȦȱȱȱǯ Prepare Bread.ȱȱȱȱĞȱȱȱȱȱȱȱ¢ȱȱ into baskets to serve at each table. Pre-prepared breads may be delivered by storeroom personnel or picked up at the storeroom. Breads prepared in the bakery are picked up in the bakery or delivered by the baker. The amount of bread needed for ȱȱ ȱȱȱȱȱȱȱǯ Banquet servers must remove all crumbs and food residue from bread baskets ȱĴȱ ȱȱ ȱDzȱȱ ¢ȱȱȱȱ ȱǯȱ Generally speaking, servers set up one bread basket or tray per table (for tables ȱŗŖȱȱ ȱǼǰȱȱȱȦ¢ȱȱ¢ȱŗŖȱǰȱȱȱȱȱ ȱȱ ȱ ȱ ¢ȱ ȱ¢ȱȱ ȱ ȱ ȱ¢ȱȱ ǯȱȱ ȱ linen napkin should be placed in each basket or on each tray, then the baskets or trays can be stored in the pantry or in sidestations until they are needed. Just before serving time, the bread is placed in the baskets or on the trays. Exhibit 3 Common Ratios for Table Items and Table Seating "(!' =+6> +8. :/::/< =2+5/< =?1+< ,9A6 9< -+..C +=2><+C +8. :+-5 90 7+>-2/= :6+-/= :6+-/= % @/<C :/9:6/ 9< /@/<C >+,6/ 90 0/A/< >2+8 :/9:6/ @/<C :/9:6/ 9< /@/<C >+,6/ 90 0/A/< >2+8 :/9:6/ @/<C 03@/ 1?/=>= 9< /@/<C >+,6/ 3@/099> <9?8. >+,6/ &3B099> <9?8. >+,6/
376 Chapter 11 ȱȱȱȱȱȱȱȱȱ ȱ ȱǯȱȱȱ ȱȱȱȱȱ ȱDzȱȱȱȱȱȱȱȱȱȱ ¢ȱȱ ȱȱǯȱ ǰȱȱ ȱȱȱǯȱ¢ȱ ȱ ȱȱȱ ȱȱȱȱȱȱȱ¢ȱǯȱȱȱ ȱ ȱ ȱȱ ȱ ȱ ȱ ȱȱȱ ȱ ȱ ȱǯȱ ȱ ȱ ȱȱ ȱȱȱȱȱȱȱȱǰȱȱȬ ȱ ȱȱȱ ȱȱȱȱȱȱȱǯ Prepare Beverages. Banquet servers may prepare several types of beverages for any given banquet. The most common beverages that require advance preparation are: ě Hot tea Iced tea Hot chocolate ȱ ǰȱ ȱ ȱ ȱ Ğȱȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱȱǰȱȱǰȱȱ¢ȱȱĴȱȱȱȱǯ ěǯ ěȱȱȱȱȱȱǯȱ ȱȱěȱȱ ȱĞȱ ȱȱȱȱǰȱȱ¢ȱȱěȱȱȱȱĴǯȱȱȱȱȱȱ ǰȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱǯ ȱȱȱěȱȱ¢ȱȱȱȱȱȱěȱȱȱ¢ȱȱ ǯȱ¢ȱȱȱȱęȱȱ ȱȱȱ ȱȱ ȱ ȱȱȱǯȱȱȱěȱ¢ȱȱǰȱȱȱ¢ȱȱęȱ ȱȱȱęȱȱȱȱǯȱȱȱȱȱȱȱ ȱȱěȱǯȱȱȱȱȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱȱěȱȱȱȱěȱǯȱ ěȱȱlayersȱȱ ȱȱȱȱȱěǯȱ ¢ȱ ǰȱȱęȱȱȱȱȱȱȱ ǰȱȱȱȱȱȱǰȱȱ ȱęȱȱȱȱ ǯȱȱȱȱȱĚǰȱȱȱȱȱȱ ȱȱȱȱ ȱ ȱ¢ȱȱ ȱȱ ȱȱ ȱ ȱěȱȱ ȱȱ ȱȱȱȱǯȱȱȱȱȱȱěȱȱȱȱȱȱ ȱȱǰȱȱȱȱ ȱ ¢ǰȱȱȱȱȱǯ ěȱȱȱȱȱ¢ȱ¢ȱĞȱȱȱ Dzȱȱȱ ȱȱěȱȱȱȱ ȱȱȱȱȱȱȱȱȱǯȱȱȱ ¢ȱȱȱȱȱȱěȱȱȱĞȱȱȱ ȱȱǯ ȱȱěȱȱǰȱȱȱDZ 1. Check to make sure the urn is clean. ȱ Řǯȱ ȱ ȱȱȱǯ ȱ řǯȱ ȱȱ ȱȱȱǯ ȱ Śǯȱ ȱȱȱȱȱęȱȱȱ ȱǯ ȱ śǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ęȱ ȱ ȱ ȱ evenly. ȱ Ŝǯȱ ȱȱ ȱȱȱȱěȱǯ x x x x
Dining Service: Styles and Procedures 377 ŝǯȱ ȱȱ ȱȱȱȱ ȱǰȱȱȱǰȱȱȱǯ ȱěȱȱȱ ȱDzȱȱȱ ȱȱ ȱȱ ȱ ȱȱ ȱěǯȱȱȱȱȱȯȱȱȱ ȱ ȱ ȱȱěǯȱ ȱȱǰȱȱȱȱ¢¢ȱȱȱěȱ ěǯȱ ȱȱ ȱěȱȱ¢ȱȱȱȱěȱǰȱěȱ ȱȱȱ should be prepared as close to the time of service as possible. Water should never ȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱěǯ Hot tea.ȱȱȱȱȱȱ¢ȱȱȱȱ Ȭȱȱȱ by the individual cup. If a property uses ceramic teapots, banquet servers should ȱ ȱ ¢ȱ ęȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱǯȱ ȱ ȱ¢¢ȱ¢ȱȱȱǻǰȱęȱ ǰȱǰȱȱ¢Ǽȱ ȱȱȱȱȱȱ¢ȱȱ ȱȱȱǯȱǻȱȱ- ȱĞȱȱ ȱȱȱ ȱ¢ȱǰȱ ¢ȱ ȱ ¢¢ȱȱȱȱ ¢ǰȱȱȱȱ¢ǯǼȱȱȱȱȱ ȱȱȱȱȱȱȱ ȱ ȬȬĴȱ ǯȱ ¢ǰȱ ȱ ȱ ȱ ȱ ěȱȱȱ ȱȱ teapots and the teapots are placed on the tray. ȱǯȱȱȱȱȱȱȱȱěȱǰȱȱȱȱȱ ȱȱȱȱȱȱȱǰȱ¢ȱěȱǯȱȱȱȱȱȱȱȬ ěȬȱ ȱ ȱ ȱ ǰȱ ¢ȱ ȱ ȱȱ ȱȱ ȱ ěȱ ȱȱȱȱ ǯȱȱȱȱȱ ȱȱ ȱȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱęȱȱȱȱ ȱȱȯĞȱȱȱȱȯȱȱ ȱȱȱȱǯȱ ¢ȱȱȱȱȱ ȱȱȱȬȱȱȱȱȱȱȱǻ ȱȱ ȱ ȱȱȱȱȱȂȱȱȱȱȱȱȱ ¢Ǽǯȱ ȱȱ¢ȱȱ its iced-tea glasses, banquet servers should garnish the glasses during setup and ȱȱǻȱ ȱȱ ǰȱǰȱǰȱȱȱǼȱȱ a service tray. Hot chocolate. ȱȱȱ¢ȱȱ ȱȱȱȱǯȱ ȱȱȱȱěǰȱȱȱȱȬȬȱ ȱȱȱȱȱ make hot chocolate. Serve Beverages.ȱȱȱȱǰȱȱȱȱȱȱȱ ȱ ȱDzȱȱȱȱȱȱȱȱȱǯȱȱęȱȱ ȱȱǰȱȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱ ȱ¢ȱ ȱȱȱǯȱ ȱȱȱȱȱȱȱȱȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱ ¡ȱ ȱȱ ȱȱȱǯ ȱȱȱȱ Ĵȱȱȱȱȱȱȱ ȱȱ ȱ ȱ ǯȱȱ¢ȱ ȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱǰȱ¢ȱȱȱȱȱȱȱȱȱǯȱȱ servers also should use standard drink abbreviations so that anyone can deliver the beverage orders. Beverages are carried out to guests on a service tray and the tray is placed on ȱ¢ȱȱȱȱȱǯȱȱȱȱ ȱȱȱ¢ȱȱ ȱȱ¢ȱ ȱȱȱ ȱȱDZ 1. Use the right glass for the beverage.
378 Chapter 11 ȱ Řǯȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ¢ȱȱ ȱȱȱǰȱȱȱĴȱȱȱ the dish room. 3. When pouring at a table, leave the glasses on the table. Never pick up a glass ȱȱȱȱȱȱȱ ¢ȱȱȱ ȱǯ 4. Use their right hands to pour from the guest’s right side. 5. Never add ice to a hot glass. ȱ Ŝǯȱ ¢ȱȱȱȱȱȱȯȱȱȱȱȱȯȱȱȱǯ ȱ¢ȱȱȱ ȱ ȱȱȱ ȱȱ ȱȱ ȱȱ ȱ ȱǯȱȱȱȱęȱ ȱ¢ȱȱȱȱȬȱȱ ȱȱȱȱęǯ ¢ȱěȱȱȱȱȱřŖȱȱȱȱȱDzȱěȱȱ ¢ȱ ȱȱěȱ ȱȱȱȱěǯȱǰȱǰȱȱěȱ ȱěȱȱěȱȱȱ ȱȱȱȱǯȱ ȱěȱȱȱ ȱȱǰȱȱ ȱ¢ȱȱǰȱȱ ȱȱȱȱ- ȱ¢ȱȱȱȱȱȱȱȱǰȱǰȱęȱ ǰȱȱ mugs or cups and saucers. ěȱȱ¢ǯȱ ȱ¡ȱȱȱ ȱȱ ȱěȱȱ ȱǯȱǰȱȱȱȱęȱěȱȱȱȱȱȱȱ they are less than half-full or until the guests signal that they have had enough. ȱȱȱĴǯȱȱȱĴȱȱȱ¢ȱȱȱȱ ǯȱ ¢ȱǰȱȱĴȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱ¢ǯȱĴȱȱȱȱȱȱȱ small plates. Bread is placed in a napkin-lined basket or on a bread tray. The basket or tray should be placed in the center of the table so guests can serve themselves. Ĵȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱȱȱȱȱǯ ȱȱǰȱȬ ȱǰȱȱȱȱ ȱȱęȱǯȱ ȱȱȱ ȱǰȱȱǰȱȱȱ¢ȱȱ ȱȱ ȱȱ£ǰȱ banquet servers should remove this basket from the table before serving breads for the main course. Serve Each Course.ȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱȱȱ¢¢ȱȱȱȱ ȱDZ Appetizers Soup Salads · Desserts Cordials ě x x x x x x x
Dining Service: Styles and Procedures 379 The table has to be prepared for each course before it is served. Once the meal has ǰȱȱȱȱ¢ȱȱ ¢ȱ¢ȱȱȱȱȱȱȱ- essary condiments and accompaniments to the table before serving the course. As each order is brought out of the kitchen, banquet servers should check it ¢ȱȱȱ ȱȱȱDZ Does the food look fresh and appealing? ȱȱȱȱȱ ǵ Is the presentation garnished? Have all special requests been met? Is the plate clean? Is hot food hot and cold food cold? ȱ ȱȱȱȱ ȱ¢ȱȱ ȱǰȱ ȱȱȱȱȱ ȱ ȱȱę¡ȱȯ ¢ȱȱȱȱěȱȱȱǯ Typically, courses are delivered on service trays and placed on tray stands in the function rooms. Generally speaking, plates are delivered to guests in this order: 1. Children 2. Women 3. Men 4. Host ȱǰȱȱȱȱȱȱȂȱĞȱȱ ȱȱȂȱĞȱ ǯȱȱȱ ȱȱęȱȱȱȱȱȱȱȱȱȱǻȱȱȱ ȱȱȱȱ ȱ ȱĴǼǯȱȱ·ȱȱȱȱȱȱ ȱ ȱȱȱȱȱȱȱȱǯȱȱȱȱȱȱȱĞȱȱȱ ·ȱǯ ȱȱȱȱȱ ȱ¢ȱ ȱȱȱȱȱȱ or do anything else for them. If a guest asks for a special condiment or some other item, the server should deliver that item as quickly as possible so that the guest’s meal is not delayed. Clear Tables.ȱȱȱȱȱ ȱȱȱȱȱȱȱǯȱ It is usually very important to clear tables quickly, as servers should be out of the function room by the time a speaker begins speaking or some other banquet program begins. Typically, banquet servers clear tables by carrying a service tray to a tray stand near the tables they are going to clear. They then remove dishes, glasses, silver- ǰȱȱȱȱȱǯȱ¢ȱ¢ȱȱȱȱȱȱȱȱ dishes onto one dish, out of the sight of guests. They stack the same kinds of dishes ȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱǯȱ They then place glasses on the tray in several spots so that one area is not heavier ȱ ȱ ǯȱ ǰȱ ǰȱ ȱ ǰȱ ȱȱ ȱ ȱ ȱȱȱȱ ȱȱȱȱ¢ǯȱȱ ȱȱȱȱĞȱȱ x x x x x x
380 Chapter 11 ȱȱȱȱȱȱȱ ȱȱ¢ȱȱȱ¢ȱĴǰȱ banquet servers should be careful to remove them. ȱ ęȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ dishes are unloaded using a decoy system. A typical decoy system consists of dish ȱȱ ȱȱ¢ȱǰȱǰȱȱȱȱȱȱ ȱȱȱ ȱȱ ȱȱ ȱȱȱ¢ȱǯȱ ȱȱȱȬ ȱ ȱȱȱDzȱ ȱȱȱȱ Ȭȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ all condiments and centerpieces from their tables. If the function is over and the ȱȱĞǰȱȱȱȱ ȱ ȱ¢ȱȱ ȱȱȱ ȱ DzȱȱȱȱȱȱȱȱĚǯȱȱȱȱȱȱ the chairs and clean those that have crumbs or minor spills on them. Ĵȱ ȱ ȱǯ The banquet captain or food and beverage man- ȱ ȱ¢¢ȱȱȱȱǯȱ ǰȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱǰȱȱȱ ȱȱȱȱȱȱ ȱǯȱȱȱ ȱ¢ȱȱȱȱȱǯȱ ȱȱȱ ȱȱȱ ȱǰȱ ȱȂȱȱ ȱȱ ȱ check. Many properties use guest check folders, as they keep the checks clean and ȱȱȱȱȱȱȱȱ¢ȱȱȱǯȱ ȱ ȱȱ¢- ȱȱ ȱ¢ȱ ȱȱȱȱȱ ȱ ȱȱ¢ȱȱ ȱȱȱȱȱȱȱDzȱȱǰȱȱȱȱȱȃȱ ǯȄȱ ȱ ȱȱ¢ȱȱĞȱȱȱȱȱȱ¢ȱȱ approval to charge their meals to their company or to a group account. These are called “city accounts.” If a guest is paying by check, it is extremely important to record the guest’s address, telephone number, and other information to ensure ȱȱȂȱȱȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȬĜȱǯ ȱȬȬĞȱǯȱȱȱȱȱȱĞǰȱȱȱȱȱ ¢ȱȱȱǯȱȱȱ¡ȱȱ ȱ¢ȱȱȱȱȱ ȱ ȱ ǰȱȱȱȱDZ ¢ȱȱ ȱȱȱ ¢ȱ ȱȱȱȱȱȱȱȱ ¢ȱȱȱȱěȱ Clean and restock banquet sidestations Function Rooms. Function roomsȱȱȱ ȱǰȱǰȱȱ- ȱȱǯȱȱȱȱȱȱȱ ȱȱ¢Ȃȱȱ rooms. Each function room may vary in size, style, and the number of people it ȱǯȱȱȱ¢ȱȱȱ¢ȱȱȱ¢ȱȱǯȱȱ ȱ ȱĞȱȱȱȱȱȱȱǯȱȱ ȱȱȱȱȱȱěȱȱȱȱǯ ěǯ During a ě, guests serve themselves to the food that banquet servers ȱȱȱěȱǯȱȱȱȱȱȱȱȱȱȱȱȱȱěȱȱ ǰȱȱĴǰȱȱȱȱȱǯȱ¢ȱěȱȱȱȱ x x x x
Dining Service: Styles and Procedures 381 ȱȱȱǰȱǰȱȱȱȱ ȱȱ ȱěǯȱȱ ȱȱ ȱȱȱ ȱęȱ. Banquet servers should monitor the amount of ȱȱȱȱȱȱȱęȱȱȱȱȱȱȱȱ- ments stay on. When guests are not in the serving line, servers can put the lids ȱȱȱęȱȱȱȱȱȱǯȱȱȱȱȱȱ¢ȱȱȱ ȱěǯȱȱȱȱȱȱȱȱȱ¢ȱȱȱȱȱ food containers. When a container of food is less than one-quarter full, servers should get a full container from the kitchen and replace the old container. Food from the old ȱȱȱȱȱ ȱȱ ȱǯȱ ǰȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱǯȱ·ȱȱ ȱȱȱȱȱȱ ȱȱȱ ȱȱȱȱȱDzȱȱ ȱȱȱȱ ȱęȱǯȱȱȱȱȱȱ- ȱȱǰȱȱ¢ȱȱȱȱȱȱĚȱȱȱȱ ȱȱ ȱȱȱȱǯȱȱȱȱȱ ȱȱ¢ȱȱȱȱ ěȱǯ Receptions. Receptions can be a function for anything from a small business gath- ȱȱȱȱ ǯȱȱȂȱȱȱȱȱȱȱěȱ ȱ ȱęȱ ȱ ȱ¢ȱ ǯȱȱ ěȱ ȱ ȱ Ğȱȱ ȱȱȱĚ ȱ¢ǯ Banquet servers are usually asked to bring out the equipment for the hot ȱȱǯȱ¢ȱȱȱȱȱȱȱȱȱęȱȱȱȱ ȱȱȱǯȱ ȱȱęȱȱȱȱ¢ȱǰȱȬ¢ȱǰȱȱ ȱȱȱȱȱȱȬȬĴȱȱȱȱȬ£ȱȱȱ ȱ ȱȱȱȬ£ȱǯȱȱȱȱȱȱȱȱȱȱĴȱ ȱȱȱȱęȱǯ Servers can arrange stacks of beverage napkins on the service table and then place cocktail forks or picks, knives, and small plates on the table. About 10 to 15 minutes before the guests are expected, servers should bring out the food and ȱȱȱȱȱȱȱȱęȱǯ Continental Breakfast Service.ȱ¢ȱȱȱȱȱ£ȱěȱ- nental breakfast to their guests. Banquet servers usually collect food, beverages, ȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱǯȱ Service items may include: Small plates ȱȱȱ Forks, spoons, and knives Glasses Mugs or cups and saucers ȱȱȱȱȱȱȱȱȱǻȱĞȱȦǰȱǰȱȱ Ĵȱ Ǽǯȱęȱȱȱȱ ȱȱȱȱȱȱǯȱ- ȱěȱȱȱ¢ȱ¢ȱȱȱȱ¡ȱȱȱȱ ěȱǯ x x x x x
382 Chapter 11 Meeting Rooms. When guests reserve a function room to hold a meeting, they Ğȱȱȱȱȱȱǯȱȱȱȱȱ ȱ- ȱ ȱȱȱȱȱȱȱȱȱȱ ȱȱȱǯȱ During the breaks, banquet servers can enter the meeting room to: Pick up any trash in the room Replace dirty tablecloths ęȱȱȱ Replace dull pencils (if they belong to the property) and restock notepads Make sure the tables are fresh and neat ȱ ȱ ȱ ȱ ȱ ȱȱ¢ȱ ȱ¢ǰȱ ȱȱ ȱ ěȱ ȱ ȱ¢¢ȱȱȱǯ Room Service Attendants ȱȱĴȱȱȂȱȱȱȱǰȱȱȱ ȱ the kitchen, deliver orders to guestrooms, and serve guests in their rooms. At some ǰȱȱȱȬȱȱȂȱȱȱȱȱĴ- dants serve the orders. Having food delivered to the guestroom is a luxury many ȱȱȱȱ¢ȱ ȱ ȱȱ¡ǯȱȱȱĴȱȱ make guests feel special and pampered by providing this service each day. Room ȱĴDZ Help businesspeople stay on schedule by delivering food and beverages that ȱȱȱȱ ȱ ȱȱȱȱȱ ȱ Help guests host functions for friends, family members, or business associates ȱȱĴȱȱȱȱ¢ȱǰȱDZ Selling food and beverages Delivering food and beverages Presenting food and beverages to guests in guestrooms or hospitality suites ȱ ȱȱȱȱ ȱȱȱȱ ȱ ȱȬ ȱȱ Exhibit 4ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ȱ ȱ ȱ perform. Working as a Team ȱȱ¡ȱȱ¢ǰȱȱȱĴȱDZ Deliver food and beverage orders promptly to the kitchen or bar to prevent last-minute rushing for everyone involved x x x x x x x x x x x x x x
Dining Service: Styles and Procedures 383 Exhibit 4 Typical Tasks for Room Service Attendants ffi/</ 3= + 63=> 90 >C:3-+6 >+=5= >2+> <997 =/<@3-/ +>>/8.+8>= 7312> :/<09<7 ./:/8.381 98 >2/ 29>/6 '2/ 8?7,/< +8. -97:6/B3>C 90 >+=5= >2+> + <997 =/<@3-/ +>>/8.+8> 3= /B:/->/. >9 :/<09<7 ./:/8.= 98 >2/ 09<7+63>C 90 >2/ 29>/6 +8. 9>2/< 0+->9<= "9> +66 90 >2/=/ >+=5= A366 ,/ .3=-?==/. 38 >2/ -2+:>/< $/<09<7 ,/138838190=230> .?>3/= $</=/> <997 =/<@3-/ ><+C= +8. -+<>= $<9-/== /B:</== ,</+50+=> 9<./<= /63@/< )ffl$ +7/83>3/= (=/ >2/ :938>90=+6/ /;?3:7/8> '+5/ +8. </-9<. <997 =/<@3-/ 9<./<= ffi+8.6/ =:/-3+6 <997 =/<@3-/ </;?/=>= $6+-/ >2/ <997 =/<@3-/ 9<./< $/<09<7 :+8><C :</: 09< <997 =/<@3-/ 9<./<= $</:+</ -900// $</:+</ 29> >/+ $</:+</ 3-/. >/+ $</:+</ 29> -29-96+>/ ==/7,6/ >2/ ,/@/<+1/ 9<./< +8. 099. -98.37/8>= $3-5 ?: >2/ <997 =/<@3-/ 9<./< /63@/< >2/ <997 =/<@3-/ 9<./< &/<@/ >2/ <997 =/<@3-/ 9<./< &/<@/ -900// 9< 29> >/+ 2/-5 ffl= $</=/8> +8. =/>>6/ >2/ 1?/=> -2/-5 %/><3/@/ ><+C= +8. -+<>= 69=/ 9?> >2/ 1?/=> -2/-5 9669A ?: A3>2 1?/=>= %/=:98. >9 .3==+>3=03/. 1?/=>= 6/+< +8. </=/> ><+C= +8. -+<>= ffi+8.6/ =936/. <997 =/<@3-/ 638/8= &/> ?: :9<>+,6/ ,+<= 38 =?3>/= 9< 1?/=><997= &/> ?: +8. =/<@/ =7+66 1<9?: .388/<= +8. </-/:>398= &/> ?: +8. =/<@/ =7+66 ,?00/> ,+8;?/>= &/> ?: +8. =/<@/ -900// ,</+5= !+38>+38 <997 =/<@3-/ =3./=>+>398= $3-5 ?: +8. </=>9-5 <997 =/<@3-/ =?::63/= $/<09<7 -69=381 =230> .?>3/= !+5/ =230> ./:9=3> +8. -966/-> .?/,+-5= (=/ >2/ <997 =/<@3-/ 691,995
384 Chapter 11 ȱȱȱȱȱ¢ȱȱȱȱĞȱȱ- ȱȱȱȱ¢ȱ ȱȬ ȱ ¢ȱȱȱȱ ȱȱȱȱ ȱȱ ȱȱ ȱ over them Conduct supply inventories and restock items as necessary to ensure that ȱȱȱĴȱ ȱȱȱȱȱ Report guestroom mechanical problems that guests relay to them to the engi- ȱǰȱȱęȱȱȱȱȱȱ¢ ȱȱ ȱĞǰȱȱ ȱ ȱȱȱ Superior Performance Standards ȱȱȱĴȱȱ ȱȱ ȱ ȱȱ- mance standards: ȱ ȱ ȱ¢ȱ ǻȄ¢ȱ ȱ ȱȄȱȱȱȱ¢ȱ standard) ȱȱ ȱȱȱǰȱȱȱȱ Suggest daily specials and signature appetizers, desserts, beverages, and other menu items Tell each guest the approximate time of delivery, and deliver food and beverages by that time Use portable heaters for all hot food ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ opened ȱȱȱǰȱȱǰȱȱȱ ȱĴ¢ȱ for guests Use only full, capped, and clean condiment containers ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ ¢ȱ dishes can be retrieved Remove service trays and dishes promptly, so that no trays or dishes remain in the hall from one meal period to the next Room Service Attendant Duties ȱȱ ȱȱ ȱ ȱȱ¢ȱȱȱĴȱȱȱ other related issues. Guestroom Safety.ȱȱȱȱȱȱǰȱȱȱĴȱȱȱ and trays to deliver food and beverages to guestrooms. While restaurant servers ȱȱȱȱȱȱ ȱȱǻȱȱǼȱȱǰȱȱȱĴ- ȱȱȱȱȱ ȱȱȱȱȱȱ ȱǯȱȱȱ ȱ ȱ ȱ ȱ ȱĚǰȱ ȱȱ ȱ ȱ ǰȱ ȱ ȱ - ĴȱȱĴȱ ȱȱȱǯȱȱȱ ¢ȱȱȱĴȱ x x x x x x x x x x x x x x x
Dining Service: Styles and Procedures 385 ȱȱȱ ȱ¢ȱȱȱ ȱȱȱǯȱȱ ȱȱ ȱȱȱȱȱĴǰȱǰȱȱȱǯȱȱȱ ĴȱDZ ȱ ȱ¢ȱȱȱǯ ȱȱȱĚȱȱȱȱȱ¢ȱǯ ȱȱȱȱěȱȱĚȱȱȱȱȱȱȱǰȱ or politely ask the guest to move his or her belongings. ȱȱȱȱȱ¢ȱȱȱ ǰȱǰȱȱ- stances, pets, or damage to the room. Instead, they should deliver the order and then report the problem to their supervisor. If they feel uncomfortable, ¢ȱ ȱ ¡ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ problem. ȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱǯȱ ǰȱȱȱȱȱȱ ȱȱȱȱ ȱǰȱ¢ȱȱȱȱȱȱȱȱȱȱȱȱȱěȱ ȱDzȱ ȱȱȱǰȱȱȱȱȱȱ ȱȱ ȱ¢ȱ ȱ ȱ ȱ¢ȱǯȱȱȱȱĞȱȱ ȱ ¢ȱȱȱȱ safety hazard. ȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱ¢ȱȱ - ȱȱȱȱȱ ¢ȱȱ ȱȱȱǯȱ ȱȱ door open provides extra security. Elevator Courtesy. ȱȱȱěȱȱȱȱȱȱ- ȱȱȱȱȱĴȱȱȱȱȱȱȱȱǯȱ ǰȱȱ ȱ¢ȱȱ ȱ ȱȱȱĴȱȱȱ ȱ ȱǰȱ¢ȱȱȱ ȱȱȱȱ¢ǯ ȱ ȱȱ ȱ Ğȱ ȱ ¢ȱǯȱ ȱ¢ȱȱ ȱ ȱ ȱȱȱěȱęǰȱ ȱȱȱǰȱȱ ȱȱȱ ȱĴǯȱȱȱěȱȱȱȱȱȱȱȱ¢ȱ ȱęȱȱ ȱ ȱ ȱǯȱȱ ȱȱ ȱȱȱ ȱȱĴȱȱȱȱȱȱǯ ȱĴȱȱȱȱěȱȱ ¢ȱȱ ȱȱȱȱ ȱ ȱȱ ȱȱȱěǯȱȱ ȱ ȱ ȱȱ ȱȱȱ ȱȱ ȱ ȱ ȱ ¢ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȯȱ ȱ ¢ȱ ȱ ȱ ¢ȯ¢ȱ ȱȱ ȱȱ ȱ ǯȱȱ ¢ȱ ȱ ȱ ȱ ȱ ȱǰȱȱĴȱȱȱȱȱ ȱǯȱȱ¢ȱ ȱȱȱȱȱȱȱǰȱȱȱȱĴȱȱȱȱ ȱȱ ȱȱȱ¢Ȃȱǯȱȱȱȱȱȱȱ impression on guests. ȱȱȱȱȱȱȱȱȱȱ ȱęȱ¢ȱȱȱ- ȱ ȱȱǰȱȱȱĴȱȱ ȱȱȱ¡ȱǯ Ĵȱ¢ȱȱǯȱ¢ȱȱȱȱȱȱ ȱ ȱȱĴȱ ȱȱȱȱȱȱ¢ȱȱǯȱȱ- ȱȱȱ¢ȱȱȱȱĴȱȱȱȱȱȱ x x x x x x
386 Chapter 11 guests’ orders. It also helps them arrange items so they are properly balanced, ȱ ȱȱȱ¢ȱȱȱ¢ȱȱȱȱȱȱĜ¢ȱȱ safely. ȱȱĴȱ¢¢ȱȱȱȱȱĞȱ¢ȱȱȱ ȱ¢ȱȱǯȱȬȱ¢ȱȱȱȱ ȱȱ ǰȱȱ ¢ȱ ȱ ȱȱ ȱȱȱȱ£ȱǯȱȱȱȱ £ȱȱȱȱ ȱȱǰȱ¢ȱǯȱȱȱȱ- ȱȱȱȱǯȱȱȱĴȱȱ£ȱȱȱ the trays and carts before the meal period begins. Some things that they may place on a tray or cart include packets or containers of salt, pepper, ketchup, mustard, ¢ǰȱǰȱȱęȱ ǯȱȱ ¢ȱȱȱǰȱĴȱ should check it to ensure it is clean. ȱȱȱ¢ȱȱȱ ȱȱ¡ǰȱ ȱȱȱ- ¢ȱ ȱȱȱǰȱȬ¢ȱǯȱȱȱĴȱȱȱ ȱȱȱȱȱ ȱȱǯȱ¢ȱȱ ¢ȱ ȱ ȱȱ ȱ ¢ȱĞȱȱȱȱǰȱȱȬ¢ȱȱȱǯ Express Breakfast.ȱ¡ȱȱȱěȱȱ¢ȱȱȱȱ- ȱ ȱ ǯȱ ¢¢ǰȱ ȱȱ ȱ ȱȱ ȱ Dzȱ ȱȱ ȱȱ¢ȱ ȱȱȱȱȱȱ¢ȱ ȱȱȱ breakfast delivered, then hang the completed menu on the outside doorknob of ȱȱǯȱ¢ȱěȱȱȱȱĴȱ¢ȱȱȱȱ for the room service department. Menus are typically collected by 3 юǯњǯ so that the breakfast orders can be prepared and delivered on time to guests. ȱȱĴȱȱȱȱȱȱ¢ȱǰȱ ȱ ȱȱ¢ȱ ȱęȱȱ ȱȱȱǯȱȱȱ¡ȱȱ control sheet, they record the names of guests and the times the breakfasts are to ȱǯȱȱȱȱȱȱ ȱȱȱȱȱȱȱĴ- dants begin preparing beverages to accompany the room service orders. Room Service Orders.ȱ ȱ ȱȱ ȱ ȱȱȱ ¢ȱ ȱȱȱ Ĵȱ¢ȱȱ ȱȱȱȱȱȱǯ Taking the order. The task of taking room service orders may be divided ȱ ȱ ȱ Ĵȱ ȱ ȱ ȱ Ȭǰȱ ȱ ȱ the size of the property. Whomever takes the order should pick up the phone ¢ȱȱȱȱȱ ¢ǰȱȱȱȱĴǯȱȱȱ ȱěȱȱȱȱȱȱȱȱȱȱȱȱȱȱ number, even if the computerized telephone system displays the guest’s name and ȱǯȱȱ ȱ ȱȱ ȱ ȱȱ ȱ ěȱȱ ȱ ęȱȱ¢ȱȱȱ ȱȱȱǯ Most guests simply sign the guest check for room service orders so that the ǰȱ ȱ ¢ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱĴȱȱȱȱȬ¢ȱȱ ȱȱȱȱȱ ȱ ȱȱȂȱȱȱȱȱǯȱ ȱȱǰȱ¢ȱȱ¢ȱ¡ȱȱ ȱȱ ȱȱȱ¢ȱȱȱȱ ȱȱȱǯȱ ȱȱȂȱȱ ȱȱȱȱȱȱȱȬ¢ȱǰȱĴȱȱȱȱȱ ȱȱ¢ǯ
Dining Service: Styles and Procedures 387 ȱ ȱ ȱ ǰȱ ȱ ȱ Ĵȱ ȱ ȱ ¢ȱ ȱ ȱ ȱǯȱ¢ȱȱȱȱ£ǰȱǰȱȱDzȱȱ Dzȱ ęȱ ·ǰȱ ǰȱ Dzȱ ȱ ȱ ȱ ǰȱ ȱ ȱ Ȭȱ ȱ ǯȱ Ĵȱ ȱ ȱ ěȱ ȱ ¢ȱ ȱęȱȱ ȱȱ ȱȂȱǯȱȱǰȱȱ ȱ ¢ǰȱ Ȅȱ ¢ȱ ȱ ȱ £ǵȄȱ ¢ȱ ȱ ¢ǰȱ ȃȱ ¢ȱ ȱ ěȱ mushrooms or shrimp cocktail to begin your meal?” Describing the daily menu specials helps guests “see” the items. Guest may ȱȱ¢ȱ ȱȱȱ ¢ȱȱǯȱȱȱ Ĵȱȱ ¢ȱȱȱȂȱȱȱȱȱȱȱ ¢ǯ ȱȱĴȱȱȱȱ ȱ¢Ȃȱȱȱ¢ȱ ȱȱ ȱ ȱȱȱǯȱ ȱǰȱ ȱ ȱȱ ȱ ȱ ȱȱȱǰȱȱ ȱȱȱ ȱȱȱȱǯȱ ·ǰȱǰȱȱȱ ȱȱ ȱ¢ȱ¢ȱȱǯȱȱȱĴ- ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǰȱȱ¢ȱȱ ¢ȱȱȱ Ȃȱȱȱ ȱȱȱȱȱ ȱǯȱ ȱȱȱ ȱȱȱȱȱ ǰȱȱȱȱȱǯȱȱȱ¢ȱ ȱȱěȱȱȱȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱȱȱȱ Ȃȱǯ ȱ ȱ ǰȱ ȱ ȱ Ĵȱ ȱ¢ȱ ȱ Ĵȱ ȱ ȱǯȱ¢ȱȱȱȱȱęȱȱȱȂȱȱȱȱ ȱǰȱȱȱ ȱȱȱȱ ȱȱȱȱȱȱȱ ǻǯǯǰȱ medium rare, or “on the rocks”). They should ask guests for their choices of salad ȱȱ ȱ¢ȱȱDzȱ ȱȱȱ Ĵȱ ȱȱ- lighted on the guest check or input into the computerized order-taking system. ȱȱ Ĵȱȱ ȱ ȱȱ ȱ¢ȱȱ ȱȱȱ ǻȱȱȱȱ ȱǼȱȱȱĴȱȱȱȱȱ¢ȱȱȱȱ trays or carts based on those numbers. ¢ǰȱ ȱ ȱ ȱ Ĵȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱǯȱ ȱȱȱęȱȱȱȱȱǰȱȱ Ĵȱ ȱ ȱ ȱȱ ȱȱ ȱ¢ȱ ȱ ȱ ǻ¢ȱ ȱȱ under-estimate the amount of time needed) and thank the guest for the order. The Ĵȱȱȱȱȱȱ ȱȱȱȱ ȱǰȱȱ¡ȱȱ ȱǯȱȱȱȱȱȱ ȱȬ¢ȱȱȱ ȱȱ¢ȱ¢ȱ ȱȱȱȱǯ Placing the order.ȱȱ ȱ ǰȱ ȱ ȱ Ĵȱ Ȭ¢ȱ ȱȱȱDzȱȱȱȱȬȬȱȱȱ- ¢ȱȱȱȱȱǯȱȱȱĴȱȱȱȱȱ ȱ¡ȱ ȱȱ¢ȱȱǰȱȱȱȱȱȱȱȱ eggs and steaks, a fat-free preparation, extra sauce, or removing bread or buns. ȱȱȱȱȱ¢ǰȱȱȱĴȱȱȱȱ ȱȱ ȱȱǯȱȱȱȱȱȱȱȱȱ- tant. Food must stay at the correct temperature, and the ice in beverages must not ȱȱ ȱ ȱȱǯ Pantry prep. Good organization of a room service order helps keep the room ȱȱȱ¢ǯȱȱȱĴȱȱȱȱȱȱ
388 Chapter 11 tray or the room service cart ahead of time, to the extent that they can, so that ȱȱȱȱȱȱȱȱȱȱȱ¢ǯȱȱȱȱ ȱȱ ȱ ȱȱȱȱȱȱǯȱȱȱȱĴȱȱ- ȱȱǰȱǰȱȱ ȱ¢ȱȱȱȱǰȱ¢ȱȱȱ ȱȱȱȱȱ¢ȱȱȱȱȱȱǰȱǰȱ ȱǰȱȱ ȱȱȱȱȱĴ¢ȱȱȱ¢ȱȱǯȱ¢ȱȱ ȱȱȱȱȱȱ ȱ ¢Dzȱ¢ȱȱȱȱȱȱ to the dish room. Next, they perform pantry prep. Pantry prep is the process of gathering the uncooked or precooked food needed to complete the order. These might include ǰȱȱȱȱȱĴǰȱȱǯȱĴȱǰȱǰȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ęǰȱ ȱ ǯȱ ȱ ǻǰȱǰȱ ǰȱ ¢ǰȱ ȱ ǰȱ ȱ ǰȱ ȱ ȱ Ǽȱ are important items to remember. Items needed for the beverage order, such as ǰȱȱ ǰȱ ȱ ȱ ǰȱ ȱ ȱ ȱ - ǰȱȱȱȱȱȱȱȱ ǯȱ ȱȱȱȱȱȱ- ǰȱĴȱȱȱ ȱȱ¡ȱǯ Ĵȱȱȱȱȱ ȱȱȱȱ¢ȱȱȱ ȱȱDzȱȱȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱȱȱǯȱ¢ȱȱȱȱ¢ȱęȱȱȱ ȱȱ ȱ ȱȱȱěȱȱȱ ȱȱȱȱȱȱȱęȱǯ ȱȱ ȱȱȱȱȱȱȱȱȱ ȱȱ ȱȱȱ¢ȱ¢ǯȱȱȱĴȱȱȱ ȱȯȱ ȱǰȱǰȱȱȱĞȱȯęǯȱȱȱȱǻȱȱěǰȱȱǰȱ ȱȱǼȱȱȱȱȱȱǯȱ¢ǰȱȱ ȱ ȱ ȱǯȱ ȱ ȱ ȱ ȱ¢ȱęȱ ȱǰȱ Ĵȱ ȱ ȱěȱ¢ȱ ȱȱȱȱȱȱȱȱǯȱȱȱȱȱ beverages should be placed on the service tray or cart. Glasses should be covered ȱȱȱęȱȱȱȱȱǯȱ ȱȱȱȱĴȱȱȱ ǰȱȱȱȱĴȱȱȱȱȱȱȱęȱ ȱȱȱ ȱȱȱȱ ȱȱȱǯȱȱȱǰȱĴȱȱȱȱȱ napkin through the ring of the bucket or drape it over the top of the bucket. Dishes ęȱ ȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱ items cold during delivery. This set up is called an ice compote. Picking up the order. While many of the basic, nonalcoholic beverages are ȱ¢ȱȱȱĴǰȱȱ ȱȱȱȱȱ ¢ȱǯȱȱȱĴȱȱȱȱȱȱȱȱȱ check that they have been prepared and garnished correctly. They then pick up the food order as soon as it is ready and make sure that it meets property standards. ȱ ȱȱ¢ȱȱ ȱȱ ȱȱȱȱȱȱȱȱ hot box. Delivering the order. Double-checking orders before leaving the kitchen helps ȱ¢ȱ ȱ ȱ ȱȱȱȱ ȱ ȱǯȱȱ ȱ carts must be moved carefully. They should be eased over uneven surfaces—such ȱ ȱȱȱȱȱĚȯȱȱȱȱȱȱȱȱȱȱ ȱȱĴȱȱȱ ȱȱȱȱȱǯȱ
Dining Service: Styles and Procedures 389 ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ȱ ȱ ȱ¢ǯȱȱȱ¢ȱȱȱ ¢ȱȱȱȱȱȱ public elevators, lobbies, and restaurant entrances. Quick delivery keeps the food ȱȱȱȱȱȱȱȱȱ ȱ ȱ¢ȱ- ing ice. ĞȱȱȱȱǰȱȱȱĴȱȱȱȱȱ ȱę¢ȱȱȱȱǰȱȃȱǯȄȱ ȱȱȱȱ ǰȱ¢ȱ ȱȱȱȱǯȱ ȱȱȱȱȱȱ ǰȱ¢ȱȱ check the room number on the order again. If they have the right room according ȱȱǰȱȱĴȱȱȱȱȱȱȱȱȱȱ supervisor of the situation. ȱȱȱȱȱǰȱĴȱȱȱȱȱ¢ȱȱȱ ȱȱȱȱȱȱ¢ȱȱ¢ȱȱȱȱDZȱȃǯȱ¢ǵȄȱȱȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ȱ ȱ ǰȱ ȱ Ĵȱ ȱ ȱȱ ȱȱǯȱ¢ȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱȂȱȃȱ ¢ȱ ȱǯȄȱ ȱȱ¢ȱ ȱȱȱȂȱȱǰȱȱȱ Ĵȱȱȱȱȱȱȱ¢ȱȱǯ Serving the order. Once they have been invited into the guestroom, room ser- ȱĴȱȱȱȱȱȱȱȱȱǯȱ¢ȱȱěȱȱȱ ȱȱȱȱǰȱǰȱȱ£ǰȱ ȱȱȱǯȱ ȱ¢ȱȱ ȱȱȱȱǰȱ¢ȱȱȱȱȱ ȱȱȱȱȱȱ ȱ ȱ ǯȱ¢ȱȱ ȱȱ ȱȱȱȱ ȱȱ ȱ table. The food is served by removing the hot food from the hot box and placing it ȱȱǯȱ·ȱȱȱȱȱȱȱȱȱȱȱȱȱǯȱ ȱȱȱȱȱȱĞȱȱȱ·ȱǯȱȱȱȱĴȱ should remove the foil or plate covers from the hot food and then place the condi- ȱ ȱȱȂȱǰȱȱȱȱȱȱȱ ¢ǯȱǰȱȱ- ǰȱǰȱǰȱǰȱȱȱȱȱȱȱȱȱȱȱ·ȱ ǰȱȱȱȱȱęȱȱȱǯȱ ȱȱǰȱȱȱĴȱȱȱȱȱȱȱ ȱȱǯȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱ ȱȱȱȱǯȱĞȱȱȱȱȱǰȱĴȱȱȱȱȱ ȱ¢ȱ ȱȱ¢ȱǯȱ ȱȱȱȱęǰȱȱĴȱ should ask the guests to phone the room service department for any further service, and collect the signed check (or other form of payment). They should also ask ȱȱȱȱȱȱȱȱ ȱ ȱ¢ȱȱ¢ȱȱȱ ¢ȱȱȱȱȱȱȱĞȱȱǯ Guest Checks.ȱȱȱȱȱȱȱȱȱȱ ȱȱǯȱȱ folders keep checks clean and provide a place for guests to put their money or credit cards. Comment cards can also be included in the check folder. ȱȱ ȱȱȱ ȱ¢ȱȱĴȱȱȱȱȱȱ ¢ȱǯȱ¢ȱȱȱȱȱĴȱȱȱȱȱȱ ¢ȱ ȱȱȱ ȱȱ ȱ ȱ ȱȱȱ ȱȱ¢ȱ ȱ ǯȱȱȱǰȱȱȱ ȱ¢ȱ ȱȱȱǰȱǰȱĞȱęcate, or voucher. Personal checks are usually not accepted for room service. If they
390 Chapter 11 ǰȱ ȱ ȱ Ĵȱ ȱȱ ȱ ȱ ȱ ȱ ȱ Ȃȱ ǰȱ address, telephone number, and driver’s license number on it, so it can be traced ȱȱȱ ȱ ȱ ȬĜȱ ǯȱĴȱ ȱȱ ȱ ȱȱ guests choose to pay for their order rather than charge it to their room. Most properties include a mandatory tip on room service checks. If the guest ǰȱȱȱȱ¢ȱȱȱȱ¢ȱȱȱȱȱěȱȱȱǰȱ ȱȱȱĴȱȱȱ¡ȱǯ Retrieving Trays and Carts.ȱȱȱĴȱȱȱ¢ȱȱȱ ȱ guests phone the room service department and request their removal from their ǯȱĴȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱȱǯȱ¢ȱȱȱȱȱȱȱȱ£Dzȱ ȱȱ¢ȱȱȱȱȱȱȱǯȱȱ ȱȱ- ȱĞȱȱȱȱ¢ȱȱȱȱ¢ȱȱȱȱ- ment. When a guest phones from a guestroom to retrieve a room service tray or ǰȱĴȱȱ ȱ ȱȱȱ ȱȱȱȱȱ ¢ȱȱ ȱȱȱǯ ȱǯȱȱ¢ȱ¢ȱȱĞȱǻǼȱȱ ȱǻ¢ȱȱ- sons), especially if they are frequent guests of the hotel brand. If the hotel’s man- ȱȱȱ ȱ¢ǰȱ ȱ¢ȱȱ ȱȱȱȱȱȱȱ department listing the amenity, room number, time of delivery, and guest’s name. ȱȱȱ¢ȱȱȱ ȱDzȱ¢ȱ¢ȱȱȱȱ ȱ¢ȱȱȱȱ ǯȱȱȱĴȱĞȱȱ these items before guests check in. Before they deliver them, they should phone the front desk to make sure that the guestrooms listed on the VIP amenity slips are available and have been inspected by housekeeping. They should also double- ȱȱȱȱȱȱȱ¢ȱȱȱȱ ȱȱȱ change, due to a maintenance or other problem. ȱ ȱȱĴȱȱȱȱȱȱȱȱȱǰȱ¢ȱȱ ȱ ȱ ȱǰȱȱȱ ǯȱ ȱ ȱ ȱȱ ȱ ȱǰȱ ¢ȱ ȱȱ ȱȱȱ¢ȱ ȱ ¢ȱȱȱĞȱ ȱǰȱ ȱȱ ȱ Ğȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱȱ£ǯȱ¢ȱ ȱȱȱȱȱȱǯȱ¢ȱȱȱ ȱȱȱȱ ȱ¢ȱȱȱ¢ǯȱ ȱȱ ȱȱěȱȱǰȱ¢ȱȱ¢ȱ decline it (“Thank you, but I can’t accept your generosity”), since the amenity is a Ğȱȱȱ¢ǯȱȱȱĴȱȱȱȱȱȱȱ from VIPs, such as pictures or autographs. Key Terms bus tubs—Containers that are used to carry soiled dishes from the dining room to the dish room. calling order—ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ęȱ sequence is necessary because some drinks take more time to prepare than other ȱȱȱȱȱȱȱ ǯ
Dining Service: Styles and Procedures 391 china—ȱ ǰȱ ǰȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ uses. city account—ȱȱȱȱȱȱ ȱȱ¢ȱȱȱ month. condiments—ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱ ¢ȱ ȱȱǰȱǰȱȱǰȱ¢ǰȱǰȱ¢ǰȱȱ¢ǯȱ¢ȱȱ usually served in their original containers or in specialty dispensers. guest check folders—ȱȱȱ ȱȱȱȱȱȱȱȱȱ and clean. house account— ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ accounts. They can charge restaurant meals and drinks to their room-or the house account. pre-busing—Removing items throughout the meal from the table that the guest no longer needs. sidestations—ȱȱ ȱȱȱǯȱ¢ȱȱȱ ȱȱ ȱȱǰȱ ǰȱȱǯ sidework checklist—ȱȱȱȱȱ ȱȱȱȱȱȱȱȱ ěȱȱ ȱȱȱȱȱȱǯ standard food and drink abbreviations—ȱȱ¢ȱȱěȱȱȱ ȱęȱȱȱǯ suggestive selling—A selling method that encourages guests to buy additional food and beverages. table-side cart service—ȱȱȱ ȱȱȱȱ ȱȱȱȱȱȱ display desserts, salads, tableside cooking, or cheeses. upselling—ȱ ȱȱ ȱ ȱȱ ¡ȱ ȱ ¢ȱ Ĵȱ quality items.
393 12 Sanitation and the HACCP System From Food Safety: Managing the HACCP Process, by Ronald F. Cichy, Ph.D., CHA Sanitation Food products must be purchased, received, stored, prepared, and served under sanitary conditions. Clean equipment must be used and sanitary work habits must be practiced. One of your most important duties as a food service manager is to make sure that the food being served to guests is safe and wholesome. Guests are concerned about sanitation. Cleanliness along with food quality and service are integral parts of the “product” being purchased by guests. The U.S. Food and Drug Administration’s 2001 Food Code (supplemented in 2003), upon which some of the recommendations in this chapter are based, contains sanitation guidelines designed to safeguard public health. It is important to note that food service operations must comply with their own state and local ǰȱȱȱȱȱȱȱȱ¢ȱěȱȱȱ federal recommendations contained in the Food Code. What Causes Unsafe Food? To serve safe food, you must know what causes food to become unsafe. There are two causes of unsafe food: chemical poisoning and microorganisms. Chemical Poisoning. Chemical poisoning occurs when toxic substances contaminate foods or beverages. Chemicals may be added before the food reaches the food service operation (apples may have pesticide residues on their skins, for example) ȱĞȱȱȱȱǯȱȱ¢ȱ ȱȱǰȱȱȱ- lems, or for whom English is a second language may mistakenly substitute harmful cleaning chemicals for cooking ingredients, for example. Or improperly manufactured cooking containers or utensils may react with foods (especially those containing acids) to cause a relatively common type of chemical poisoning. You can take many commonsense precautions to minimize the possibility of chemical poisoning. One obvious precaution is to buy food only from dependable ǯȱȱȱȱȱȱȱȃȱȄȱ ȱěȱ special buys on food that was grown or slaughtered locally. Another simple precaution is to carefully wash fruits and vegetables to remove any pesticide residues or other chemicals.
394 Chapter 12 Use caution when spreading chemicals for mice and rodents and spraying ȱĚǰȱǰȱȱȱǯȱȱȱȱȱ¢ȱȱ- sional trained in their use. Be careful with chemicals used to clean kitchen equipment. These cleaners must be approved for use around food and should be applied according to the manufacturer’s instructions. Store all chemicals in appropriate containers away from areas where food is kept. Microorganisms. Microorganisms are small living organisms all around us that are too small to be seen without a microscope. They vary in length, but it takes 2,500 to 13,000 of them, placed end to end, to make one inch. Not all microorganisms are harmful. Some are required to produce such foods as cheese, sauerkraut, and bread. Others help manufacture drugs and useful chemicals. Still others are in our bodies and help us digest and absorb vitamin K. fi C @fiff ff 2 ff 6 Cffiff "ACff @ff AC ff Cff "ACff Cfiff "flAff fl"C @ ff ff fi ff Cff fiff "Aff Cfiff AA" Aff ff fl ff @@ff "Cfl @ff 2fiC =89Off DfiCC>##''' fiCflA Eff @ff C@ff Aff Cff fiff A@" @ff ff ff @ ff fi "ff flAC