Ciccoli week 3 food service
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  • Standardization of CSI processes, decision making abilities, ensuring that CSI managers are in alignment with CSI vision, goals and policies.

Ciccoli week 3 food service Ciccoli week 3 food service Presentation Transcript

  • Food Service Teaching at ESL Academy ESL Academy at Computer Systems Institute Strianese│ Strianese │Wade Chapter 3 Proper Guidelines for Service Presented by: Name Danielle Ciccoli Title Adjunct Instructor Computer Systems Institute
  • Contents o o o o Teaching at ESL Academy o o o o o o o o o o o o o o o Objectives Excellent Service Importance of Competency How to Obtain Competency The Key to Competency In the Weeds The Sidetowel Trays Hand Service Trays and Sidestands The Correct Way to Lift and Put Down a Tray The Proper Way to Lift a Tray How to Put Down a Tray Loading a Tray Guidelines for American À la Carte and Banquet Service The Seven Guidelines Explained Other Helpful Hints for Serving Guidelines for French and Russian Style Service The Second Guideline Explained Proper Guidelines for Service 2
  • Objectives Define competency as it relates to proper service o Understand how to properly pick up, load, carry, and put down a tray o Teaching at ESL Academy o Define a sidetowel and explain its purpose o Recite and properly use the seven guidelines for providing competent service o Understand how to properly serve coffee and tea, and change ashtrays o Explain the different ways in which food is served in American, French, and Russian service o Explain the proper method of serving guests at tables and booths Proper Guidelines for Service 3
  • Excellent Service o All restaurants and banquet halls… Teaching at ESL Academy strive to give their guests excellent service o American public values good service… and despises bad service o Excellent service can compensate for average food… but great food cannot compensate for bad service o Excellent service… is a result of competency and friendliness Proper Guidelines for Service 4
  • Importance of Competency o Competent Having suitable skill, experience, etc. Teaching at ESL Academy – Random House Dictionary o Competency in a restaurant occurs when… Customers do not have to ask the service person for any item during a meal o The manager must teach and reinforce correct serving methods… to the service staff Proper Guidelines for Service 5
  • How to Obtain Competency o Great restaurants instill competency in their service staff through… 1. 2. Teaching at ESL Academy 3. o attention to detail training follow-up Competency comes from management Management must teach their staff the proper way to serve their guests o Competency is developed through… 1. 2. o training anticipating the guests’ needs and wants Gretzky Service Ability to anticipate the play (service need) Proper Guidelines for Service 6
  • The Key to Competency o Service staff and bartenders are required to… 1. 2. Teaching at ESL Academy o study the service manual pass a written test The key to excellent service is.. constant supervision and implementation of policies THE KEY TO COMPETENCY Training by management plus Consistent observation of the service staff plus Coaching and complimenting and Repetition of proper serving methods by The manager Figure 4-1 The key to competency People are not just hired and called a service person: managers and owners set policies for staff and train them thoroughly Proper Guidelines for Service 7
  • In the Weeds o In the Weeds Teaching at ESL Academy A phrase often stated or shouted by a staff member in the kitchen or dining room to explain that the volume of business they must receive overwhelms them Examples include: 1. 2. o A waitperson may have too many table to wait on A cook may have too many steaks to cook The staff member is placed in a stressful position… which is neither great nor enjoyable Proper Guidelines for Service 8
  • The Sidetowel o All professional service people… must have a napkin to use as a sidetowel Teaching at ESL Academy o Purposes of a sidetowel 1. 2. o May be used as an insulator for serving hot plates Cleaning up spills When not in use… the sidetowel should be placed over the service person’s left arm o When the service person is serving food, but not using the side towel… it should be placed over the right arm The sidetowel must always be clean Proper Guidelines for Service 9
  • Trays o Large trays – hotel ovals Used to carry food and plates to and from the guest Teaching at ESL Academy o Small round, rectangular, or oval trays –Tea trays Generally used to serve drinks o Many establishments insist… that waitpeople use a tray to carry all items o Waitpeople should not be allowed to serve guests directly from the tray (safety hazard)… without putting the tray on a traystand o Using a tray is…than arm service 1. 2. 3. safer more sanitary more efficient Proper Guidelines for Service 10
  • Hand Service o Hand Service Teaching at ESL Academy Service people carry plates from the kitchen to the dining room o Service people must work for weeks… to learn the intricacies and timing of the service system o The restaurant must invest time and money … training the service staff Some restaurants provide better service by eliminating tray service Proper Guidelines for Service 11
  • Traystands and Sidestands o There must be a place for the waitpeople to place their trays o Trays can be set down on a… Teaching at ESL Academy 1. 2. o Traystands… 1. 2. 3. 4. o Sideboard or Service station permanent table in the dining room Traystand or Trayjack Lightweight devices are light enough to be carried in one hand may be placed right next to a guest’s table open easily are secure After food is served, the service person should… 1. 2. 3. place the tray on his/her left shoulder fold up the traystand remove it from the dining room Proper Guidelines for Service 12
  • The Correct Way to Lift and Put Down a Tray o There is a correct way… Teaching at ESL Academy to lift and put down a tray o First… Service people should be taught the parts of the traystand o A traystand has… 1. 2. two legs that open up a cloth support that holds it together Proper Guidelines for Service 13
  • Proper Way to Lift a Tray Align your body with the traystand o Teaching at ESL Academy o The opening of the traystand should be at a right angle with the your body o Bend down at the knee o Place a clean napkin on the shoulder to protect your shirt o Balance the tray on your hand (palm or fingertips) as you lift it onto your shoulder o Control the tray with your opposite hand o Stand up, using your legs to lift the tray Proper Guidelines for Service 14
  • How to Put Down a Tray The procedure is the reverse of that for lifting a tray o Align your body with the traystand o Teaching at ESL Academy o Bend down at the knee (*never bend at the waist) o Slip the tray onto the traystand o Take the sidetowel off you shoulder and place it in the proper position (over the arm or as an insulator for hot plates) o Smaller trays may be… 1. 2. carried waist high placed on a sideboard without bending down If serving directly from a tray, hold drinks in the left hand and food in the right Proper Guidelines for Service 15
  • Loading a Tray Check that the tray is clean on both top and bottom surfaces o Teaching at ESL Academy o Take a damp cloth and put it on the tray (for trays without a non-slip surface) o Place heaviest items on the tray closest to the body and lighter items and glasses on the outside of the tray o Keep all hot items together o Soup cups should be placed around a stack of saucers while on the tray o When removing dirty dishes, follow the organization’s system for loading, sorting, and stacking plates and silverware o Place a towel over the dirty dishes before carrying the tray from the dining room to the washing area Proper Guidelines for Service 16
  • Guidelines for American À la Carte and Banquet Service Figure 4-8 The seven guidelines of service THE SEVEN GUIDELINES OF SERVICE Teaching at ESL Academy 1. Women are served before men (if children are present, they should be served first). 2. Food is served from the guest’s left side, with the service person’s left hand. 3. Beverages are served from the guests right side, with the service person’s right hand. 4. All guests’ food must be brought to the table at the same time. 5. Do not remove guest plates from the table until all guests are finished eating their meal. 6. Never stack or scrape dirty plates on the guest’s table. 7. Dirty dishes are cleared from the guest’s right side with the service person’s right hand. Proper Guidelines for Service 17
  • The Seven Guidelines Explained Teaching at ESL Academy o Women are Served Before Men Table at the Same Time Children are served before adults, then women, then men Exception: banquets with more than 10 guests o – serve guests in sequential order o Especially true at banquets Food is Served from the Guest’s Left Side with the Service Person’s Left Hand Keep your right arm out of the guest’s face Exception: Guests seated in a booth or table against a wall – serve and pick up with the same hand o Beverages Are Served from the Guest’s Right Side with the Service Person’s right Hand Place a cocktail napkin in front of the guest when serving an alcoholic beverage Water glasses should be filled ¾ to the top of the glass o Do Not Remove Any Guest’s Plate from the Table Until All Guests Have Finished Eating Their Meal Exception: banquet o Never Stack or Scrape Dirty Pates on the Guest’s Table Or dump cigarette and cigar ashes from dirty ashtrays into the leftover mashed potatoes o Dirty Dishes Are Cleared from the Guest’s Right Side with the Service Person’s Right Hand Except when it makes more sense to clear from the left side All Guests’ Food Must Be Brought to the Proper Guidelines for Service 18
  • Other Helpful Hints Teaching at ESL Academy o Whichever hand you are using to serve or pick up, place that foot forward for balance o Use your left hand to remove plates placed to the left of the guest o Ask guests if they have finished their course before removing their plates o Offer to wrap up leftovers and ask guests if they would to take them home Proper Guidelines for Service 19
  • Guidelines for French and Russian Style Service o The guidelines for French service are the same except for guideline 2 THE SEVEN GUIDELINES OF SERVICE Teaching at ESL Academy 1. Women are served before men (if children are present, they should be served first). 2. Food is served from the guest’s right side, with the service person’s right hand. 3. Beverages are served from the guests right side, with the service person’s right hand. 4. All guests’ food must be brought to the table at the same time. 5. Do not remove guest plates from the table until all guests are finished eating their meal. 6. Never stack or scrape dirty plates on the guest’s table. 7. Dirty dishes are cleared from the guest’s right side with the service person’s right hand. Proper Guidelines for Service 20
  • The Second Guideline Explained o In French food service… Teaching at ESL Academy Food is served from the guests right side with the service person’s right hand o In Russian food service… Food is served from the guest’s left side from a platter in the service person’s left hand with the right hand o Service Progression 1. 2. 3. 4. Clean plates are put down on the guest’s right side with the right hand Food is then brought out on a silver platter Food is presented to the guest Food is transferred from the tray to the plate Proper Guidelines for Service 21