introduction to dining room service

8/3/2019 Introduction to Dining Room Service

1/59

INTRODUCTION TO

DINING ROOM

SERVICEMODULE 4


2/59

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


3/59

OBJECTIVES

participate in a panel discussion to clarify positionson a certain topic

resolve a conflict or problem peacefully

create a peaceful and harmonious classroomenvironment


4/59

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


5/59

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


6/59

QUESTION #1

If you were the service personnel, how would youhave handled the situation?


7/59

QUESTION #2

What actions should John Beier take after receivingthe complimentary letter from Toby Strianese?


8/59

QUESTION #3

What actions should Lori Smith take after receivingthe complimentary letter?


9/59

QUESTION # 4

Describe your worst restaurant experience. Whatcould have been done to make it better?


10/59

QUESTION #5

Describe your best restaurant experience. Tell whyit was the best.


11/59

QUESTION # 6

What is the importance of service?


12/59

QUESTION # 7

How are services different from tangible products?


13/59

QUESTION # 8

Explain word of mouth publicity. Why is it the mostpotent form of publicity?


14/59

UNDERSTANDING GUEST SERVICE

SERVICE intangible products Competence and friendliness

PRODUCT tangible products


15/59

HOWTOPROVIDEAGOODGUESTEXPERIENCE?

Attitude

My service

Customers Expectations

Customers reaction


16/59

MY ATTITUDE

What is Attitude?


17/59

ATTITUDEISTHEWAYONECOMMUNICATESMOODTOOTHERS,WHOWILLRESPONDACCORDINGLY


18/59

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


19/59

POSITIVE ATTITUDES

Seeing the bright side of all situations

Being enthusiastic

Being creative and open

Anticipating successful encounters Each customer is an exciting challenge


20/59

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


21/59

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


22/59

BENEFITSOFAPOSITIVEATTITUDE

Creates enthusiasm

Enhances creativity

Magnifies positivity

People like you Boss likes to work with you

You become helpful

Makes others positive

Wins cooperation


23/59

BENEFITSOFAPOSITIVEATTITUDE

Become popular


24/59

HOWTODEVELOPAPOSITIVEBEHAVIOR

Habits Repetitive action

Beliefs Accepting a thought as true


25/59

MYSERVICE

What is service?


26/59

SERVICEISTHETOTALEXPERIENCETHATACUSTOMERGETSTHROUGH

PEOPLEWHENSATISFYINGANEED.


27/59

UNDERSTANDING NEEDSAND WANTSOFCUSTOMERS

Physiological needs

Security needs

Belonging

SelfEsteem Self-Actualization


28/59

NEEDS VS. WANTS

Needs those factors essential for human well-being

Wants cultural manifestations of needs


29/59

PHYSIOLOGICAL NEEDS

Factors essential for human survival


30/59

SECURITY NEEDS

Physical and emotional safety factors


31/59

LOVE & BELONGING NEEDS

The need to be social


32/59

STATUSAND SELF-ESTEEM NEEDS

Status the way others perceive us

Self-Esteem the way we perceive ourselves.

Self-respect


33/59

SELF ACTUALIZATION

The desire to control the environment andcontribute to it


34/59

COMPETENCIES OF AFOODSERVICE PROFESSIONAL

Grooming and hygiene

Basic Etiquettes

Hygiene and Sanitation

Teamwork Attitude

Discipline

Courtesy


35/59

GROOMINGAND HYGIENE

Grooming the way one physically presentshimself or herself

Hygiene & Sanitation - Cleanliness


36/59

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


37/59

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


38/59

TEAMWORK

The ability to work with others


39/59

ATTITUDE

mood


40/59

DISCIPLINE

Self-control


41/59

COURTESY

Showing respect to others


42/59

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


43/59

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.


44/59

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.


45/59

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.


46/59

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.


47/59

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.


48/59

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


49/59

USING A SERVICE PLATE

A service plate is a joint plate with a napkin upon it.


50/59

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


51/59

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


52/59

CARRYING GLASSES

BY HAND

Steady oneself in case of emergencies


53/59

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


54/59

The first dirty wine goblet cleared should be placedon the service salver nearest to the server.


55/59

INTERPERSONAL SKILLS

Addressing customers

Dealing with incidents

Spillages

Returned food Lost property

Illness

alcohol overconsumption


56/59

INTERPERSONAL SKILLS

Unsatisfactory appearance

Recording incidents

Dealing with children

Lost children Customers with special needs


57/59

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?


58/59

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?


59/59

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

introduction to dining room service

Documents