Food and Beverage Service

Meeting

Guest

Expectations

Moments of Truth The great majority

of moments of truth that occur in food and beverage settings are service related.

Food and Beverage Service Outline

Styles of Table Service Dining Room Organization and Personnel The Front Door Getting Ready for Service Serving Guests Beverage Service Wine Service

Styles of Table Service Seated Styles

French Russian Butler English and Family American

Others Buffet Cafeteria Take-out and Counter

Styles of Table Service French – serve 2 – 3 tables/2 – 3 hours

Gueridon – top shelf for cooking; supplies on second shelf.

Food is cooked & finished tableside Rechaud - stove Requires service team

Voiture Food is cooked in kitchen

and plated tableside Rechaud used to hold hot One server sufficient

On the gueridon, you work from and plate from left to right. Everything is served from the right – liquids & solids.

SERVICE CART

FRENCH SERVICE POSITIONS “BRIGADE STYLE”

Chef de Rang – station captain. Takes orders, finishes prep, plates food.

Commis de Rang – Chef de Rang’s assistant. Serves the food after Chef plates.

Commis de Suite – Food runner/timer; sets up the gueridon and brings out all the food.

Commis de Barrasseur – bus person; serves bread, water, details the table.

FRENCH SERVICE: Cons

1. Highly trained staff required – high labor cost

2. Expensive equipment required

3. Fewer turnovers

4. Seating capacity reduced by space required for tableside equipment

Pros 1. Elegant, leisurely

and personalized service

2. Entertaining – flambe

3. Showcases food and preparation

4. High average check

SHOWCASES SKILLS

                                    

Styles of Table Service Russian (Platter)

Most appropriate for banquets Method

Food is cooked, arrangedand garnished in kitchen

Platter held in left hand Food served with right hand

using serving fork and spoon Service from the left with right hand

BUTLER SERVICE

Butler Same as Russian Service except server

holds platter with both hands and guests serve themselves from tray with utensils provided

This type of service was used on Sunday evenings when the wait staff had the evening off and the butler helped out at dinner

BUTLERS……….

BUTLER SERVICE, CONT’D Cons of Russian & Butler Service:1. Space between chairs for platter

required2. Poor portion control – could run out3. Time-consuming

Pros of Russian and Butler Service

1. Personalized Service

2. Guests may choose quantity size

3. Guests may choose quantity of sauces

Styles of Table Service English (Family)

Most appropriate for private rooms or special group dinners

Method -- English Plates are preset Food is prepared in kitchen Host or maitre d’ plates main dish, guests help

themselves to sides Method – Family

Same as English except guests help themselves to all food

Styles of Table Service Cons

1. Not elegant

2. No portion control

3. No plate presentation

Pros of English (Family)1. Casual, communal atmosphere2. Guests can help themselves to

seconds3. Less-skilled servers required

FAMILY STYLE……..

AMERICAN SERVICE

By far the most common style of service Appropriate for almost all meals All food is prepared and plated in kitchen. Serve solid food from the left with the left

hand whenever possible. Serve beverages and liquids from the right

with the right hand whenever possible. Clear from the right with the right hand

whenever possible.

AMERICAN SERVICE CONS

1. Less personalized

2. Guests cannot choose portion size

PROS1. Informal2. Portion control – leads to better portion

control, better cost control3. Servers may have limited skill4. Less space required

BUFFETS……

Serve many guests in a short time The guest goes to the food Arrangement – Logical and convenient

Cold foods – fruits, salads Vegetable Starch Main Course Carved meats A server may be present behind line

BUFFETS, CONT’D CONS

1. Long lines

2. Portion control – food cost can be high

3. Additional equipment required

4. Not as elegant as being served

PROS1. Guests have

more choices2. Impressive

display of food – make it pretty

3. Flexible set-up4. Less service

staff required5. Less-skilled

servers required

Buffet Equipment

soup

Chafing dishes

Heat lamp for carving

Dining Room Organization and Personnel Owner, General Manager, Assistant General

Manager Maitre D’Hotel (Dining Room Manager)

Responsible for overall management of services in the dining room

Includes service staff, bar staff, customer relations and physical plant

Captain/Supervisor Responsible for service in a section of tables Takes order Assists in serving food

Dining Room Organization and Personnel Waiter (Front Waiter)

Relays order to kitchen Serves food

Food Runner (Back Waiter) Delivers food and drink Clears

Bus person Clears, Bread, water, restock

Dining Room Organization and Personnel Sommelier (Wine Steward)

Creates wine list Purchases and stores wine Recommends wine to guests Serves wine

Bartender Responsible for beverage service

Bar back Responsible for supporting bartenders, re-stock,

clean

The Front Door

First Impressions Greeting Seating

THE FRONT DOOR GREETING

Make a good first and last impression Greet guests within thirty seconds Use names – especially regulars Pay attention to guests and the room –

not the reservation book Review the reservation book to

maximize seating

SEATING: Lead the guests to table Seat women by pulling out chairs Ladies seated against wall, men facing

ladies Offer menus Offer cocktails Offer bread and water

Getting Ready for Service Arrange tables & chairs according to

reservations. Make sure chairs are clean. Linen – Cloths and napkins; silencer Condiments – fill and wipe Stock side stations Appropriate table settings

ARE YOU READY?

READY?

Getting Ready for ServiceTable setting

Serving GuestsStandards of Service

Greet guests within thirty seconds. Serve women first, adults, kids. Know the proper sequence of courses. Serve SOLID food from the left with the left

hand. HINT: Check flatware placement if you are not sure.

Serve LIQUIDS from the right with the right hand. Check flatware placement.

Clear from the right with the right hand. Don’t reach across in front of a guest.

BEVERAGE SERVICE STANDARDS

Serve beverages from the right with the right hand

Cocktail napkins should only be used on a hard surface. Unnecessary on linen.

Cocktails placed to the right above the knife

When wine service begins, cocktail service ends; remove glasses

Wine ServiceService Standards Show the bottle label Cut the capsule Remove the cork – place

it in front of the host Pour about one ounce for the host Pour glasses for the women first A 750ml holds about 26 oz. – Portion

accordingly Whites should be stored in an ice bath

Wine ServiceService Standards

Whites are served chilled – 44 to 54 F Reds are served slightly chilled – 50 to

65 F Sparkling wine served chilled -- 41 to

47 F Appropriate Glass

ware

Red White Sparkly