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INTRODUCTION TO
DINING ROOM
SERVICEMODULE 4
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OBJECTIVES
At the end of the lesson, the students shall be ableto:
identify the positive qualities of a foodservicepersonnel
analyze the importance of service in a restaurantdining room
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OBJECTIVES
participate in a panel discussion to clarify positionson a certain topic
resolve a conflict or problem peacefully
create a peaceful and harmonious classroomenvironment
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LETTERSFROM GUESTS
Two letters will be distributed to the class.
Read the letters and discuss as a group.
Answer the questions that follow.
Choose two representatives to serve as panelists
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PANEL DISCUSSION
Two panelists from each group should come in frontfor the activity
Questions will be asked and the members of thepanel are expected to share ideas and opinions
Best answer will earn 1 point for the group
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QUESTION #1
If you were the service personnel, how would youhave handled the situation?
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QUESTION #2
What actions should John Beier take after receivingthe complimentary letter from Toby Strianese?
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QUESTION #3
What actions should Lori Smith take after receivingthe complimentary letter?
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QUESTION # 4
Describe your worst restaurant experience. Whatcould have been done to make it better?
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QUESTION #5
Describe your best restaurant experience. Tell whyit was the best.
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QUESTION # 6
What is the importance of service?
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QUESTION # 7
How are services different from tangible products?
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QUESTION # 8
Explain word of mouth publicity. Why is it the mostpotent form of publicity?
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UNDERSTANDING GUEST SERVICE
SERVICE intangible products Competence and friendliness
PRODUCT tangible products
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HOWTOPROVIDEAGOODGUESTEXPERIENCE?
Attitude
My service
Customers Expectations
Customers reaction
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MY ATTITUDE
What is Attitude?
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ATTITUDEISTHEWAYONECOMMUNICATESMOODTOOTHERS,WHOWILLRESPONDACCORDINGLY
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POSITIVE ATTITUDES
Being Optimistic
Feeling good about yourself
Feeling good about others
Feeling good about life Seeing the best in others
Expecting good things to happen
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POSITIVE ATTITUDES
Seeing the bright side of all situations
Being enthusiastic
Being creative and open
Anticipating successful encounters Each customer is an exciting challenge
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NEGATIVE ATTITUDES
I am bored! I do not have time
It wont work
I cannot get organized
Im too busy I dont know what to say
I am nervous
I cannot do it
I dont stand a chance
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NEGATIVE ATTITUDES
I nobody likes me
I am not good enough
Others are better than me
I cannot win Its not my day
I am scared of customers
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BENEFITSOFAPOSITIVEATTITUDE
Creates enthusiasm
Enhances creativity
Magnifies positivity
People like you Boss likes to work with you
You become helpful
Makes others positive
Wins cooperation
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BENEFITSOFAPOSITIVEATTITUDE
Become popular
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HOWTODEVELOPAPOSITIVEBEHAVIOR
Habits Repetitive action
Beliefs Accepting a thought as true
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MYSERVICE
What is service?
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SERVICEISTHETOTALEXPERIENCETHATACUSTOMERGETSTHROUGH
PEOPLEWHENSATISFYINGANEED.
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UNDERSTANDING NEEDSAND WANTSOFCUSTOMERS
Physiological needs
Security needs
Belonging
SelfEsteem Self-Actualization
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NEEDS VS. WANTS
Needs those factors essential for human well-being
Wants cultural manifestations of needs
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PHYSIOLOGICAL NEEDS
Factors essential for human survival
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SECURITY NEEDS
Physical and emotional safety factors
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LOVE & BELONGING NEEDS
The need to be social
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STATUSAND SELF-ESTEEM NEEDS
Status the way others perceive us
Self-Esteem the way we perceive ourselves.
Self-respect
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SELF ACTUALIZATION
The desire to control the environment andcontribute to it
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COMPETENCIES OF AFOODSERVICE PROFESSIONAL
Grooming and hygiene
Basic Etiquettes
Hygiene and Sanitation
Teamwork Attitude
Discipline
Courtesy
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GROOMINGAND HYGIENE
Grooming the way one physically presentshimself or herself
Hygiene & Sanitation - Cleanliness
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BASIC ETIQUETTES
Prompt service
Use magic words
Strike a match to enable a guest to light his or hercigarette
Carry pencils in the trouser pocket and not behindthe ears
Remove tips after the guest has left
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HYGIENEAND SANITATION
Lead guests only to clean tables
Remove soiled dishes or leftover foods immediately
Clean cutlery in fresh water and dry them beforeuse
Keep sideboards, table and other surroundingsclean and meticulous
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TEAMWORK
The ability to work with others
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ATTITUDE
mood
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DISCIPLINE
Self-control
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COURTESY
Showing respect to others
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BASIC TECHNICAL SKILLS
1. Holding and using a service spoon and fork, andother service equipment
2. Carrying plates
3. Using a service salver
4. Carrying glasses
5. Carrying and using large trays
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HOLDING AND USING A SERVICESPOON AND FORK
The service fork should be positioned above, or ontop of, the service spoon.
Lock the ends of the service spoon and fork with hesmall finger and the third finger.
The spoon and fork are manoeuvred with thumband the index and second fingers.
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CARRYING PLATES
Clean plates can be carried in a stack, using bothhands, or using a tray.
When carrying clean plates which are to be placedon a customers table, a single hand is used to
place the plates at each cover on the customerstable.
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CARRYING PLATES
If the plates are hot then the plates are held with aservice cloth placed on the palm of the left hand.
A separate service cloth is then used in the righthand to hold the hot plates when placing them in
front of the customer.
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CARRYING PLATES
When carrying plates of pre-plated foods and whenclearing plates from a customers table, a single
hand is used to hold the plates ( usually the lefthand) and the right hand is used to place and
remove plates from the customers table.
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USING A SERVICE SALVER
A service salver is a round, normally silver orstainless tray.
A napkin (folded flat ) is placed on the tray to helpprevent items from slipping on the tray as they are
being carried.
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USESOFTHESERVICESALVER:
Carry clean glasses to, and remove dirty glassesfrom, a customers table
Carry clean cutlery to and from a customers table
Place clean cutlery on the table
Provide an underflat when silver servingvegetables
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USING A SERVICE PLATE
A service plate is a joint plate with a napkin upon it.
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USESOFASERVICEPLATE
For placing or removing clean cutlery from the table
For clearing side plates and side knives
For crumbing down after the main course, or anyother stage of the meal if necessary
For clearing accompaniments from the table aswhen necessary
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CARRYING GLASSES
BY HAND :
Wine Goblets should be positioned betweenalternate fingers as far as possible.
The wine goblets should only be carried in onehand, allowing the other hand to remain free to
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CARRYING GLASSES
BY HAND
Steady oneself in case of emergencies
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CARRYING GLASSES
CARRYING GLASSES ON A SERVICE SALVER
A service cloth can be placed underneath the salver on thepalm of the hand to allow the service salver to be
rotated more easily in order to remove each wine gobletin turn by the base and to set it on the table
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The first dirty wine goblet cleared should be placedon the service salver nearest to the server.
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INTERPERSONAL SKILLS
Addressing customers
Dealing with incidents
Spillages
Returned food Lost property
Illness
alcohol overconsumption
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INTERPERSONAL SKILLS
Unsatisfactory appearance
Recording incidents
Dealing with children
Lost children Customers with special needs
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CLOSURE
1. What is a positive attitude?
2. How do you think would a positive attitude helpyou prevent or resolve a conflict with otherpeople?
3. Pause for a moment and make a quick selfassessment. Do you think that you have apositive attitude?
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CLOSURE
If yes, how would you utilize that positive attitude topromote a peaceful and harmonious classroomenvironment?
If no, what will you do to change a negative attitude
to a positive one?
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BUDDY JOURNAL
Write your answers on your buddy journal.
Afterwards, exchange notebooks with your friend orpartner so that the other may write his or herreaction to what you have written