Mastering Hospitality: A Guide to Exceptional Service

1. Chapter 10 Serving Your Guests

2. Definition of Serviceand Hospitality • _______________: measured by how well everyone in the operation is doing their jobs. • ____________ is the feeling that guests take with them from their experience with the operation. • Good customer service results in decreased marketing costs (customers share _______________ advertisement) • When the offerings of competitors are similar, the competitive advantage ……………………………………………………………….. • Working in a _______________ industry means serving people directly. This is the single most important aspect of the job. 10.1 Chapter 10 | Serving Your Guests

3. First Impressions ____________________ are often the strongest impression we have of a person, place, or event. • A positive first impression goes a long way in setting the ____________ of a guest’s experience. • A strong first impression is one of the …………………………………………………………….. • The _____________________ of all restaurant and foodservice employees also affects a guest’s first impression. 10.1 Chapter 10 | Serving Your Guests

4. IdentifyingCustomers’ Needs It is up to all employees to ensure prompt, friendly, and professional service. They should start by identifying the customer’s needs. 1. 2. 3. 4. 5. 6. 10.1 Chapter 10 | Serving Your Guests

5. Greeting andTaking Orders The ______________ provides the first impression in appearance, friendliness, and attentiveness. • As each guest at the table selects their meal, the server notes guest orders on _________________________ or small note pads. • Some guests may ask the server whether certain _________________can be removed from dishes due to food allergies or other special needs. Servers need to note correctly any special requirements and ensure that the ___________understands the request. 10.2 Chapter 10 | Serving Your Guests

6. Suggestive Selling Suggestive selling involves recommending ……………………………………………………………. • Suggestive selling maximizes guest satisfaction and increases both the ________and the server’s ______ • Talking about ______________ is a part of suggestive selling. • After guests place an order, let them know they’ve made a good decision by …………………………………. • Servers can also recommend menu items that ……………………………………….. • Suggestive selling should be part of an ______________ 10.2 Chapter 10 | Serving Your Guests

7. Alcohol Service Alcohol service is often an integral part of a dining experience. • The amount of alcohol absorbed into a person’s bloodstream is called …………………………………….. • It is against the law to drive with a BAC of ______ or higher in all 50 states. • You must be 21 years old to ……………………………………………………………… • If you sell or serve alcohol, you are responsible for ensuring that customers are of legal age by checking their IDs (………………………………………………….) 10.2 Chapter 10 | Serving Your Guests

8. Getting Feedback onCustomer Satisfaction To determine how well the restaurant or foodservice operation meets guests’ expectations, it is useful to measure their ____________________. • _______________ are quick surveys that customers complete noting their satisfaction with the food and service. • _______________ are similar to comment cards but sometimes include more open-ended questions. • _______________________ consist of customers that meet as a group to talk with managers about possible improvements in service or other areas. • ____________________ are hired by an operation to visit and report on their experiences and impressions of an operation. 10.2 Chapter 10 | Serving Your Guests

9. Resolving Customer Complaints An unhappy customer is bad for business, so every operation needs an organized system for ………………………………………………………………… • Management must train every staff member on how to handle ………………………………….. • It is important to recognize when a guest is upset so that the problem can ………………………………………. • Never _______________ or avoid a dissatisfied guest. • _____________________________ such concerns with customers can turn a dissatisfied customer into a repeat guest. 10.2 Chapter 10 | Serving Your Guests

10. Contemporary andTraditional Service • _____________ is an easy and fast way to dine and typically involves no servers. • Traditional service style reflects four main influences: American, French, English, and Russian. • American service: • Food is arranged ……………………………………. • brought directly to the guests’ table ………………. • uses the fewest …………………………. 10.3 Chapter 10 | Serving Your Guests

11. French service French service: servers present the food to guests from …………………………………………….. food is kept warm in a warming unit on ……………………………………………………… considered the most ………………………………….

12. English Service • English service: • Also known as ………………………………. • the simplest and least ________________ • bowls and platters of food are placed on the table, and a seated host …………………………………………………………. 10.3 Chapter 10 | Serving Your Guests

13. Russian Service Russian service: the most ____________ service style All food preparation is done ………………….. The bowls and platters of food are …………………………………………………. Servers hold the _______ and _________ as they serve the food to each guest. _____________customers during service is a problem See page 654

14. Table Settings _____________ the middle of the setting ________________ to the right of plate with sharp edges facing plate ___________ to right of knife ________________ to left of plate _______________ to left of dinner fork _____________________ above knife ________________ to the left of fork See page 653 (draw it out)

15. Traditional Service Set-ups • ________: Used for all entrées and main courses. • ________________: used to butter bread or cut breakfast foods, fruit, and other softer foods. • __________: Used only to filet and cut fish. • ____________: Used to cut beef. 10.3 Chapter 10 | Serving Your Guests

16. Traditional ServiceSet-ups (cont.) Forks • ___________________: main courses, vegetables and pasta • _________: salad, appetizers, desserts • _____________: served with oysters and • clams • _______________: has 3 tines, cakes and other desserts 10.3 Chapter 10 | Serving Your Guests

17. Spoons • Spoons: • ________________: oval spoon head • _____________________: much smaller • than a coffee spoon • ____________________: jagged edges for • carving into grapefruit • ___________________: long handle to stir • large glasses of tea

18. China or dinnerware 1. ______________________________ large decorative plate used underneath the plate on which food is served 2. Dinner plate: _______ inches across; used for _______________ 4. Salad plate: _______ inches across; used for …………………… 5. Monkey dish: shallow bowl, used for …………………… 6. Tureen: a large covered bowl, used to _________ p. 660 7. Snail plate: 6 or 12 indentations for ………………………. 8. ____________________: has special spout to prevent spilling when pouring gravy

19. Traditional ServiceStaff Responsibilities • Formal service: • maître d’hotel: resp. for the overall ……………………………… • headwaiter: responsible for service ………………………… • ………………..: responsible for a server area (15-25 guests), and is assisted by the front waiter or an apprentice (server in training) • Less formal service: • Floor manager is charge of the operation during ……................ • Servers: responsible for a specific section of ……………….. • Food runners: assists with bringing food ……………………….. • Busers: assist with ………………………………………………. 10.3 Chapter 10 | Serving Your Guests

20. Service Toolsand Stations • In full-service restaurants, servers usually carry many different service tools with them. • Service tools may include ……………………………………………………………. which is used to neatly gather and clear crumbs and debris from a table cloth. • The service station is the area in which an operation keeps additional items such as ……………………………………………………………… • Servers use different ___________________ when they serve food to guests. 10.3 Chapter 10 | Serving Your Guests

21. Essential serving skills 1. From the guests left: Serve from ___________ Serving ________ foods, including bread and salad Removing anything served from the ________ 2. From the guests’ right: Clearing ___________ Serving _______________(soups and beverages)