DQwk2

Chapter 6

Terminology:

BOH

Chit

Classical Brigade

Cover

Crumbing

FOH

Frontline Worker

Mise en Place

Turnover

70 Chapter 4 The Guest Service of Food

Introduction: About the Service of Food

Photo Courtesy of Darden Concepts, Inc.

Th ere is much more to the service of food than meets the eye. To the customer, the

service of food represents many things sacred. Th ey may not initially come to mind,

but they are certainly noticed when they are absent. Food service may represent:

■ Off ering : A gift, although you pay, is off ered.

■ History : Th e ideas, rules, and rituals associated with the serving of food dates

back to the beginning of civilization.

■ Artisanship : Th e pride and skill of mastering a craft.

■ Community : Of time with family, friends, or even others at the counter or in

the dining room.

■ Function : A meeting or a business transaction.

■ Occasion : An appreciation, a date, or a celebration.

■ Retreat : To a memory, an adventure, or an escape.

■ Indulgence : A deserved reward or a welcomed treat.

■ Promise : A trust that food is wholesome and safe.

■ Statement : Of status or religion, belief, or consciousness.

■ Rest : A signal to stop work briefl y and relax.

■ Nourishment : It may be basic calories, as provided in a quick lunch, or very

formal, but everyone needs nourishment for life. It is at the base of Maslow’s

Hierarchy of Needs.

Positions 71

Food service is much more than the serving of food. Consider this, when something

goes wrong, it may represent far more than a simple breach of a rule. To the

customer, it may represent:

■ An insult to someone’s religion.

■ An important celebration or business transaction.

■ Th e only rest time of their day.

■ Something they were looking forward to for a long time.

Treat these things as sacred and you will be on the way to successful service of

food with quality guest service.

Positions

Most food-service operation positions are divided into two separate areas:

■ Front of the House (FOH) .

■ Back of the House (BOH).

Th e FOH is in plain view of the customers. Th e staff in FOH positions are

under close watch of the public eye. Th e frontline workers are the employees who

work directly with the customer. Th eir presentation and professionalism are of utmost

importance. Th e BOH is all of the area where the customers typically cannot go. Most

of the actions of the BOH are behind the scenes and out of view of the general public.

Despite being out of the general view of the customer, their role in supporting the customer

should not go unmentioned. Th ey are essential to supporting customer service

and the industry. Th e terms FOH, BOH, and frontline worker are used throughout the

hospitality industry. Walt Disney World uses the terms on stage and off stage to impart

the idea of a performance whenever an employee is within view of the public.

FRONT OF THE HOUSE

In a small restaurant, there may just be a handful of employees in the FOH. In a large

operation there may be as many as 50 or even 100 or more. Th e positions that make up

the FOH may be combined, but when separate, they are as follows:

■ Greeter or Host/Hostess: Th is is often the fi rst person guests see. Th ey are the fi rst

point of contact and set the tone of the establishment. Th is may be on the telephone,

at the door, or at the host station. Th eir primary duties involve welcoming,

receiving, guest concerns, safeguards for concerns (bottlenecks, notifi es kitchen,

servers . . .). Th ey give wait times, assign tables, seat guests, provide menus, and

provide general information. Th is position is not needed in quick-service or

operations in which the customers seat themselves.

Front of the House

(FOH)

The service area

in view of the

customers.

Back of the House

(BOH)

All areas that are not

seen by the typical

customer.

Frontline Workers

The employees who

directly serve the

customers.

72 Chapter 4 The Guest Service of Food

■ Bartender : Th is position may prepare drinks or “tend” the main bar or a service

bar, which is designed for the dining room orders. Th is position is covered

more in the beverage chapter.

■ Bar Back : Th is position is the assistant to the bartender and performs lesser

tasks.

■ Servers : Th is is often the primary point of contact for the guests. Th ey oversee

the service of the table. Depending on the amount of support staff and level of

service, they may make suggestions, take beverage and food orders, deliver food

and beverage, present bills, and provide general care for the table.

■ Busser : Th is position is an assistant to

the server. Th ey clear and set tables, provide

bread and water, and provide general assistance

to the servers.

BACK OF HOUSE

Th e BOH is very diff erent from the FOH.

You can feel the entire climate change as

you pass through the kitchen doors and proceed

“off stage.” Th e carpeted fl oor stops,

air conditioning stops, and the fi ne décor is

replaced with functional, militaristic décor.

It is all about getting the job done in the

BOH to support everything that occurs

seamlessly in the FOH.

FOH versus BOH

Like cats and dogs, like brothers and sisters, like

night shift and day shift, the front of the house and

the back of the house fi ght. They also tease, fl irt,

and harass. This common discontinuity will break

down even the best of operations. A key to helping

this is to break down the barriers. Allow employees

to experience the other positions. Cross-train

employees, rotating them through departments.

This can be done in orientation, or to break up the

routine of a stagnant worker. Much respect can

be gained as a result of walking in the shoes of

another.

Service Insight

Back of house kitchen setting. Photo Courtesy of S. Markham.

Positions 73

Part of the origins of the BOH as we know it comes from Augustus Escoffi er. He

was known as the Father of Modern Cuisine. He was the fi rst credited with creating

a system of organization for large hotels and kitchens commonly referred to as the

Classical Kitchen Brigade . He was also credited with creating one of the fi rst versions

of the modern-day menu. Escoffi er ran his kitchen like a military post. Everyone had

a specifi c position, or station, with specifi c tasks. Th ere was little or no duplication of

these tasks. It was simple, eff ective, and effi cient. Scaled-down versions of the stations

and the militarist demeanor are carried over into today’s Americanized versions of the

classical brigade. French terminology is also still common, especially in upscale foodservice

operations. Below are some of the stations of the classical brigade:

■ Chef du Cuisine : the Head Chef; in charge of the kitchen

■ Sous Chef : second in charge of the kitchen

■ Saucier : in charge of sautéed items and soups, sauces

■ Poissonier : in charge of seafood dishes

■ Grillardin : in charge of grilled dishes

■ Friturier : in charge of fried

■ Rotisseur : in charge of roasted items, mostly meats

■ Entremetier : in charge of warm vegetables

■ Garde-Manger : in charge of cold food and salads

■ Patissier : in charge of pastries

As kitchens progressed and less food was prepared from scratch, the positions

were combined. Below is a table comparing the relationship among positions of classical

European dining, American fi ne dining, and American casual dining. Note, many

of the positions have been combined.

BOH STAFF COMPARISON

Classical Kitchen

Brigade

A system of stations

in the kitchen where

everyone has a specifi

c purpose.

Classical European

Dining

American Fine

Dining

American Casual

Dining

Chef du Cuisine Executive Chef Kitchen Manager

Sous Chef Sous Chef Combined

Saucier Saute Station Saute Cook

Poissonier Poissonier Combined

Grillardin Grill Station Grill Cook

Friturier Combined Fry Cook

Rotisseur Combined Combined

Entremetier Combined Combined

Garde-Manger Pantry Chef Cold station

Patissier Pastry Chef Combined

74 Chapter 4 The Guest Service of Food

Th e front of the house has also scaled down staff from the classical hierarchies.

A few classical French terms such as maître d’ and sommelier remain in several settings.

Recently French terms have begun to emerge as part of an organizational

culture, bringing an elevated level of sophistication to the establishment. Whatever

the names, the jobs still get done. Th e higher the level of service of the establishment,

the more positions are required. Below are some of the typical positions present

in fi ne-dining FOH:

■ Sommelier (chef de vin) : Professional dedicated to wine and beverage service and

all aspects from menus to sales to inventory. Th ere are certifi cation and levels.

Th is position is becoming more common in today’s culture and renewed interest

in wines.

■ Dining Room Manager (maître d’hotel or maître d’) : Supervises all dining room

operations. More commonly, greets and seats the guests.

■ Head Waiter (chef de sale) : In charge of all waitstaff and oversees the table.

■ Captain (chef d’étage): Has the most guest contact once they are seated.

Explains the menu, answers questions, takes orders, and performs any tableside

cooking.

■ Front Waiter (chef de rang) : Sets the table for each course, delivers food, assists

the captain.

■ Back Waiter (demi-chef de rang or commis de rang or busser) : Th e least experienced;

fi lls water, clears the table, assists with lower-end tasks.

Th e positions are reduced and combined with levels of service and the American

infl uence. Th e table below shows how the FOH service staff changed from classical

European style to American fi ne dining to casual dining.

FOH SERVICE STAFF

Classical European

Dining

American Fine

Dining

American Casual

Dining

Receptionniste Host/Hostess Host/Hostess/Greeter

Maître d’Hotel Dining Room

Supervisor

Combined

Chef de Salle Head Server Server

Sommelier Wine Steward/

Sommelier

Combined

Chef d’ étage Server Food Runner

Chef de Rang Combined Combined

Demi-Chef de Rang Busperson Busser

Wares and Settings 75

Others Included in Guest Service

There are many other employees who are included in the service experience, including

the sales staff, the reservations staff, the staff fi elding telephone or e-mail questions,

the groundskeeper, and the maintenance person whom guests encounter while

at the establishment. Every one of these staff makes a difference. People might ask

what kind of fl ower a landscaper is planting. That landscaper’s response is all part of

the equation of service.

Service Insight

Wares and Settings

PLACE SETTINGS

Every establishment has its own variation, each claiming to be the correct interpretation

and the absolute standard. Variations come from a blend of etiquette books,

regions, time periods, necessity, and practicality. With all of the diff erent rules, even

the staff and guests are left wondering.

Despite the diff erences of opinion, there are general rules common to the industry.

Below are three levels of service with general rules and variations accompanying each

of them.

Photo Courtesy of Cardinal International.

76 Chapter 4 The Guest Service of Food

Casual Place Setting

■ Use: casual dining to upscale casual dining

■ Courses included: bread and water, salad, main meal, coff ee

■ Left of plate: salad fork, dinner fork

■ Right of plate: dinner spoon, dinner knife

■ Top left: bread and butter plate (B&B)

■ Top right: water glass

■ Optional: salad fork, B&B, butter knife on B&B, table covering, which may be

glass over cloth, paper, linen, or matted

■ Variations: All fl atware may be wrapped in napkin or ring. Fork(s) can be on

top of napkin and/or higher-quality disposable napkins may be used. More

casual service omits all but a napkin, fork, knife, spoon, placemat, and water.

■ Rules: Salad fork is placed on the outside, knife facing inward toward plate.

Formal Place Setting

■ Use: upscale dining establishments, 3 Stars/Diamonds

■ Courses included: bread and water, soup, salad, appetizer, entree, dessert

■ Left of plate: appetizer fork, salad fork, dinner fork, dessert fork

■ Right of plate: dinner knife, salad knife, dinner spoon, soup spoon, teaspoon

■ Top left of plate: B&B

■ Top right of plate: water glass, red wine glass, white wine glass

■ Optional: Plate may not be present. Contemporary interpretations may disregard

many rules. Symmetry and space allowance may also take precedence in

arrangement.

Formal setting for individual course with base plate. Photo Courtesy of Cardinal International.

Wares and Settings 77

■ Variations: Flatware may be set with each course.

■ Rules: Linen tablecloths, no disposable cloths, fl atware set in order of use from

the outside working inward, knives turned inward toward plate.

Ultra-Formal Dining

■ Use: classical, 4 to 5 Star/Diamond dining

■ Courses may include: bread and water, multiple wines, soup, salad, appetizers,

intermezzos, seafood, vegetable, meat, aperitif, fruit and cheese, dessert

■ Left of plate: appetizer fork, seafood fork, salad fork, meat fork, dessert fork

■ Right of plate: salad knife, fi sh knife, meat knife, dinner spoon, soup spoon,

tea spoon, oyster fork, coff ee cup

■ Top left of plate: B&B

■ Top right of plate: champagne fl ute, red wine glass, white wine glass, sherry

glass, water goblet

■ Optional: top plate as a base or show plate, removed upon seating

■ Variations: Th ere may be as many aspects of the settings as there are courses.

Th e napkin to the left of forks, in a wrap around fl atware, or folded anywhere

else on table. Flatware and accompaniments may be reset with each

course. Th e dessert spoon and cake fork may be at 12 o’clock above the plate,

the oyster fork may be slanted inward. Coff ee may be served butler style (as

requested). Symmetry of arrangement may not prevail.

■ Rules: Fine linen napkins and multiple-layer tablecloths are essential. Napkins

are placed on guests’ laps by staff upon seating. All fl atware should be placed

in the order of use, beginning on the outside and working inward. Th e fl atware

should be 1 inch from the edge of the table or placed on an invisible median

line parallel with the table. Glasses should be an inch above the knives and in

order of use, typically champagne, white, red, dessert, and water.

Formal setting for individual course with base plate. Photo Courtesy of Cardinal International.

78 Chapter 4 The Guest Service of Food

MISE EN PLACE

Mise en place is a very common term in the hospitality industry. It loosely translates

to, “everything in its place.” It is the assembling of everything that you will need to

perform the job at task prior to beginning it. It requires thinking ahead about precisely

how you will execute the task. It requires you to think about the steps and the

materials you will need. It eliminates unnecessary running around during the task,

builds confi dence, and demonstrates competence. Everything will be set up, making

the task much easier and more effi ciently performed.

Service Ware : Term for all wares used by the guests

China : Plates, dishes, cups, saucers

Flatware : Knives, forks, spoons

Glassware : All glasses; also carafes, pitchers, decanters

Hollowware : Larger ware items such as platters, coff ee pots, trays

Gueridon : A cart for tableside service

Recheud : A heating source

Sid e Items : Bread baskets, crumbing plate, doilies, fl atware,

napkins, sweeteners, wine bucket, ketchup, mustard, vinegar,

birthday setup

Mise en Place

Loosely translates

to “everything in its

place.” Having all

materials assembled

prior to starting a

task. For example,

a waiter obtains his

mise en place prior

to beginning his shift.

He would ensure that

he has his uniform in

order, checks his reservations,

checks the

specials, and makes

sure he has his

notepad, corkscrew,

crumber, pens, and

so on.

Photo Courtesy of Cardinal International.

Formal setting for individual course with base plate. Photo Courtesy of Cardinal International.

Wares and Settings 79

Photos Courtesy of Cardinal International.

7 1/8-inch fi sh fork

5 5/8-inch cocktail fork 5 7/8-inch escargot fork 7-inch U.S. salad fork

8½-inch dinner fork

10 1/8-inch serving fork

7 ¼-inch dessert fork

Photos Courtesy of Cardinal International.

7-inch butter knife 7 1/8-inch fi sh knife

9 3/8-inch dinner knife 9 3/8-inch steak knife

4½-inch cake knife

Photos Courtesy of Cardinal International.

7-inch iced teaspoon

7-inch soup spoon

8¼-inch dinner spoon

6-inch U.S. teaspoon

7 1/8-inch sauce spoon 7¾-inch dessert spoon

10 1/8-inch serving spoon 10 7/8-inch sauce ladle

6 7/8-inch sauce ladle

80 Chapter 4 The Guest Service of Food

Service Styles

AMERICAN DINNER SERVICE

Th e term used to describe service of food is dinner service. It is appropriate for meals

throughout the day, with the evening meal being the most formal. Full-service

restaurants are also known as American Service or Sit-Down Service in the United

States. Th ey are everywhere, and everyone has been to them. Consequently, guests

have developed opinions and preferences regarding their expectations. Th e typical pattern

of a sit-down dinner service is:

1. Greet the guests

2. Seat the guests

3. Take the drink orders

4. Serve the drinks

5. Take the dinner orders

6. Serve the dinner orders

7. Clear the dinners

8. Wrap any leftovers

9. Present the bill

Of course, there are variations. Some guests will seat themselves, and other courses

are added for appetizers and desserts, but the idea is generally the same: drink, food,

and bill. It would be great if it were only that simple to please the guests. Why do so

many places get it wrong? In the following, we break it down and provide some tips.

1. Greet the guests : Immediately acknowledge their presence.

■ Smile. When you smile, it typically is returned with a smile.

■ Open and hold the door, if possible.

Special Occasions

Many people celebrate special occasions at restaurants. Sometimes the host is told

that it is a birthday, and other times the host needs to inquire. Every place has a

unique way of handling birthdays. Many casual restaurants have a parade of servers,

each dragged away from their table, often singing a version of “Happy Birthday” for the

28th time that evening, before quickly running into the kitchen to tend to their other

duties. A complimentary desert is common. Other restaurants have special drinks,

sparklers, hats, and even rose petals. However the establishment decides to celebrate

special occasions, a few considerations should be kept in mind:

■ Make it fi tting to the level of service you provide.

■ Make it easy to tolerate for the others in the restaurant.

■ Make it appropriate for the level of attention that the patron desires.

Service Insight

Service Styles 81

Menu Knowledge

While a menu may be the silent salesperson , the server is the talking salesperson .

The server should know more about the menu than the customer does. They should

be well-versed in nutritional information, allergens, tastes, favorites, portion sizes,

substitutes, what is 86’d (out), and what is ideal for customers in a hurry.

Service Insight

■ Give them a warm welcome. Use their names, if possible.

■ Greet them appropriately accordingly.

■ Don’t label. Don’t assume anything. A “daughter” might actually be a

“wife” or a “date”.

■ Ask if they have a reservation.

■ Ask for the number in the party and their intentions (for dinner?).

■ Ask whether they have a seating preference.

2. Seat the guests : Assess their needs and accommodate them. Seat with a server

as appropriately as possible. Walk them to the table or inform them of the

wait time or options.

■ Pull out the chair for women, if possible.

■ Hand out menus.

■ Inform them of the next step, such as “André will be with you shortly.”

■ Inform the server.

■ Also, everyone should know that it is their responsibility to greet guests,

not just that of the host/hostess.

Tables are numbered in a system or pattern. Server stations are generally two to

fi ve tables, with three being very common. Th is will also depend on the level of

service dictated. Food orders are typically taken in order of where the patrons

are seated at the table.

3. Take the drink orders : Th is step begins the tangible aspects of hospitality.

Although the customers are paying, they still perceive it as a hospitable gesture.

4. Serve the drinks : Quickly and accurately assess their needs. Do they want to

order? Explain the menu, present specials, and answer questions.

5. Take the dinner orders : Begin with a woman and continue counterclockwise. If

possible, memorization is great, but it is more reliable if you write it down. In

a full-service restaurant orders are taken at the table and entered into a computer

system. Th is system routes the orders to the proper kitchen station. Th e

order tickets, or chits, are printed and then prepared. A chit is a slang term

for an order ticket. Some kitchen have eliminated paper tickets and gone to a

screen in the kitchen.

6. Serve the dinner orders : A food runner may deliver the dinner orders; the server

or the food runner should stay and ask if anyone needs anything else, or check

back within two to three minutes.

Chit

Slang for order ticket.

Often printed for linecooks

to prepare.

Sometimes referred

to as a dupe (short

for duplicate from

the old carbon-copy

checks).

82 Chapter 4 The Guest Service of Food

Th ere are strong diff erences of opinion. Diff erent rules and cultures have

blurred the map, each claiming to be an absolute authority. Some of the more

contemporary operations instruct their wait staff to follow the general guidelines,

while paying close attention to the guest, being reasonable, and remaining

fl exible in an eff ort to keep the guest feeling comfortable. Generally,

the more formal the setting, the stricter the rules. Th e most appropriate for

American style service is:

■ Use a right hand to serve from the left side, and a left hand to serve from

the right side.

■ Appetizers and salads: Served from the right with your right hand. Flatware

preset.

■ Soups: Doily, bowl on plate, spoon on right. Preset. Served from right with

right hand.

■ Entrée: From the right with right hand. Logo or main item facing the

guest. Flatware preset or reset between courses. Side dishes to the left.

■ Dessert: Preset or reset between courses. Flatware to the left. From the right

with right hand.

■ Beverages from the right, served or poured from the right.

■ Clearing: From the left with left hand.

■ Envision a line between the face of the guest and the plate. Never cross

over this line.

Approaching the Table

Table approaches are as unique as restaurants. A few commonly used greetings are:

Hello my name is . . .

I’ll be your server this evening.

I’ll be your server tonight.

I’ll be taking care of you tonight.

I’ll be taking care of you guys tonight.

How are you tonight?

Welcome to the –––––––! Is this your fi rst time with us?

Or, simply, “Drink order?”

What is the best way to approach a table? Most chains have standardized greetings

that most servers follow. Private restaurants tend to have less standard approaches

and are subject to the server’s discretion, which can lead to a number of issues.

Almost all greetings are pleasant, but also, most are insincere and forgettable. What

is the most appropriate way to greet a table? It depends on the setting, the guests,

and the expectations. A formal setting will dictate formality in a greeting, while casual

operations are open to subjectivity. Some guests prefer a casual approach while others

prefer formality and won’t tolerate anything less. Gauging this incorrectly can really

hurt the experience. It is always better to begin more formally. Lately, the trend has

been to begin with formality and then adapt to allow the level of service to be tailored

to the individual guest. However, always remain professional.

Service Insight

Service Styles 83

Desserts should be served with fl atware to the left, and served from the right with the right hand.

Photo Courtesy of Darden Concepts, Inc.

■ Always serve in a counterclockwise fashion.

■ Always begin serving with a woman, usually to the left of the host.

7. Clear the dinners : Clear after each course unless directed by the customer to

leave. Always confi rm before removing items. Look for signs: napkin on plate,

plate pushed out of way, fork upside down across top of plate, both knife and

fork together across plate, no food left, or a lot of time has passed. Crumb

scrapers are an essential tool in fi ne dining. Crumbing is the process of scraping

breadcrumbs, and the like, off the table between courses. Crumbs are usually

scraped onto a napkin held by the waiter on the edge of the table.

8. Wrap the leftovers : How are leftovers handled? Everyone has a diff erent idea.

Some people consider it rude to take home leftover food. Others place it in a

“doggie bag,” although most pet owners wouldn’t feed it to their pets for fear

of making them sick. Others want to enjoy the rest of the meal at another

time. For those guests, leftovers can be made special. Some are boxed at the

table, while many are boxed out of sight. Leftovers made classy can be a great

chance for the guests to have fond memories of the meal, associating the

restaurant with class. It can also be a form of advertising. Consider this

the next time a meal is thrown into a Styrofoam container in which it congealed

on the side of the container.

9. Present the bill : Discreetly present the bill to the head of the table or to whoever

requests it. Place the bill in the middle of the table when unsure. Th ank

the host and the rest of the table. People may be ready to leave, so settle payment

as promptly as needed according to their terms.

Crumbing

Use of a tool to

scrape bread

crumbs from the

table between

courses in fi ne-dining

restaurants.

84 Chapter 4 The Guest Service of Food

SERVICE STYLE OVERVIEW

American service is common, but it is not the only style available. Below are lists of

the most common service styles with descriptions of each.

American Service

■ Alias: Full-service, sit-down service, plated service

■ Formality: Medium to high

■ Dynamics: Food is plated in the kitchen and brought out

to the customers

■ Skill: Medium

■ Labor: Low

■ Personalization: Low to medium

■ Portion control: High

■ Space required: Low

■ Speed of service: Medium

Buff et

■ Alias: Smorgasbord

■ Formality: Low to medium

■ Dynamics: Food is displayed on long tables. Guests pick

up their own plate and choose their food. Can be assisted

or unassisted.

■ Skill: Low

■ Labor: Low

■ Personalization: Low

Lingering Customers

Customers are wonderful for business. You want them to patronize your business. You

want them to enjoy themselves. You also want them to leave in a reasonably timely

manner so that you can “turn the table”. Many tactics exist to expedite the process

without seeming to rush the guests. The courses are kept moving along. The plates

are cleared. A check is offered. Lights levels are changed. Despite this, some guests

set up camp and linger for hours. What can you do? At a fi ner restaurant, there is little

that you can do. It is considered rude and disrespectful to rush or push customers. In

diners, there is an expectation of leaving once fi nished if other customers are waiting,

so it might be acceptable to rush them if the table is desperately needed. If the level of

service is between a diner and a fi ne-dining restaurant, you could offer them a drink or

dessert at the bar. If that doesn’t work and you ask them to leave, you will likely lose

the customer. Before you rush anyone, think about how badly you really need the table.

Service Insight

Outdoor buffet setting. Photo Courtesy of

S. Markham.

Service Styles 85

Indoor breakfast buffet setting. Photo Courtesy of Cardinal International.

■ Portion control: Low

■ Space required: Low to medium

■ Speed of service: High

Butler Service

■ Alias: Passed

■ Formality: High

■ Dynamics: Th e same as Russian service (see below), except that guests help

themselves from the platter. Th ey use the platter utensils. Th e guests may be

standing, as in a reception, or seated at a table.

■ Skill: Medium

■ Labor: High

■ Personalization: Low

■ Portion control: Medium

■ Space required: Low

■ Speed of service: Low

■ Advantages: Guests choose food

■ Disadvantages: More space needed; possibility of clumsy guests, cold food,

spilling . . .

86 Chapter 4 The Guest Service of Food

Butler service for a group a champagne party. Photo courtesy of Darden Concepts, Inc.

Counter Service

■ Alias: Limited service

■ Formality: High

■ Dynamics: Typical in fast-food settings, ordered, prepared in the kitchen,

served at the counter. Other variations involve customers making choices as

their orders are made in an assembly line, such as at Subway or Chipotle. Also,

some will fi nish in the kitchen and bring it to your table.

■ Skill: Low/medium

■ Labor: Low

■ Personalization: Low/medium

■ Portion control: High

■ Space required: Low

■ Speed of service: High

Cafeteria Service

■ Formality: Low

■ Dynamics: Guests choose particular items from a display or buff et and then

are charged accordingly at the register. May also be one set price, as in college

dining halls.

■ Skill: Low

Service Styles 87

■ Labor: Low

■ Personalization: Low

■ Portion control: Low

■ Space required: High

■ Speed of service: High

Dim Sum Service

■ Formality: Medium

■ Dynamics: Many diff erent carts are wheeled to your table periodically or p latters

are brought to your table; you choose what you would like. Th ere is typically a

system of stamping a card or the like for billing purposes.

■ Skill: Low to medium

■ Labor: Medium

■ Personalization: Low to medium

■ Portion control: High

■ Space required: Low

■ Speed of Service: Medium

English Service

■ Other names: Family style (similar)

■ Formality: High

■ Dynamics: Resembles gathering of families. All fully-cooked in the kitchen.

Mimics home-style cooking. Platters from the kitchen are brought to the head

of the table or the host for inspection then set on table or passed. Typically

in a private room instead of a main dining room. Variations—leaving salad in

middle of table. Guests pass it around the table, or the captain serves around

the table.

■ Skill: Low to medium

■ Labor: Low

■ Personalization: Medium

■ Portion control: Low

■ Space required: Low

■ Speed of service: Medium

French Service

■ Other names: Tableside service

■ Formality: High

■ Dynamics: Tableside preparation of food in front of customer. Crepes, or

bananas Foster is common in Americanized versions.

■ Skill: High

■ Labor: High

■ Personalization: High

■ Portion control: High

■ Space required: High

88 Chapter 4 The Guest Service of Food

■ Speed of service: Low

■ Advantages: Showcases food, entertains, warrants a higher price.

■ Disadvantages: Servers must be highly skilled, timely, costly, lowers seating

capacity, lengthens seating time, therefore reducing table turnover. May bring

unwanted attention to customer.

■ Tip: Consider a blend such as ladling a soup tableside.

Th e classical French multi-course menu may involve upward of 20 courses. Meals

were times to savor the experience. America has reduced this to fewer courses. Some

of the French terms are still present in today’s restaurants.

Wine may be treated as a separate course. Sorbets, or water crackers, may also be

used to cleanse the pallet. See Table 4.1 for a comparison of courses among French

and American menus.

Table 4.1 Comparison of Courses among Menus.

Classical French Multi-Course

Menu (Translation) American Tasting Menu

American Multi-Course

Menu (typical)

Hors d’oeuvre (Appetizer) Cold appetizer Appetizer

Potage (Soup) Soup Salad

Oeuf (Egg) Fish Main course

Farineux (Starch) Meat Dessert, coff ee

Poisson (Fish) Salad

Entrée Dessert, coff ee

Sorbet

Legume (Vegetable)

Salats (Salad)

Entrements (Dessert)

Fromage (Cheese)

Fruit

Digestif (Alcohol)

Service Styles 89

Table 4.2 Relating Service Styles to Types of Restaurants.

Types of

Restaurants

Fine

Dining

Upscale

Casual

Casual or

Family Fast Casual Quick Service

Banquet

or Private

Events

Style of Service

American X X X X

Buff et X X X X

Butler X X

Cafeteria X X

Counter X X

Dim Sum X X

English X X X

French X X

Russian X

Russian Service

■ Other names: Platter service

■ Formality: High

■ Dynamics: Food is prepared in the kitchen and served on platters instead

of plates. Plates are set and desired portions are served from the platters

with fork-over-spoon manipulation. Platter held in left and spoon/fork with

right.

■ Skill: Medium, fork-over-spoon technique, easy to spill

■ Labor: Medium

■ Personalization: Medium to high

■ Portion control: Low

■ Space required: Medium

■ Speed of service: Medium

Th ese service styles can be found in many types of restaurants and event settings.

Table 4.2 details the types of restaurants most common to these styles.

90 Chapter 4 The Guest Service of Food

Related Points

VOLUME

Th e amount of business that a restaurant achieves can be described diff erent ways.

Sales, guest-count, covers , and turnovers . Sales are measured by the dollar per period,

time segment, or shift. Covers are synonymous with meals served, and turnover is the

number of times a seat is used and re-seated with another guest.

TECHNOLOGY

Computers are now in nearly every food-service setting. Potential customers can

check out the menu or view the restaurant on a map or in Google Street view. Th ey

can look at other customers’ ratings. Customer profi les are created and reservations

can be made online. Once they arrive, orders may be taken on a wireless system or

input into a computer at a server station. Orders are routed to the appropriate stations

in the kitchen. Secure payments are accepted using the newest technologies.

Redundancy and reliability are built into the system. Uninterrupted power supplies,

printouts, backup systems, and the like are all confi gured and promise to ensure

smooth service.

However, even the most robust system will occasionally fail. What happens

when the systems is not available? You can call for help from a technician, but

meanwhile you must continue service. You should have everyone trained on a backup

system. Have that system ready to go in the event of an emergency. Th is is typically

a low-tech pencil-and-paper system with much verbal interaction. Everything

but essentials are delayed, and business is reduced to a minimum until systems are

restored.

Covers

A dinner or meal for

one person. Taken

from the classical

style of covering each

dish when leaving the

kitchen.

Turnover

Also known as seat

turnover, customer

turnover, dining

room turnover, and

churn in a full-service

restaurant. Typically

expressed for a shift,

meal period, or day.

The number of times

that a seat or table

has been seated with

a new customer.

Special Requests

Special requests can be a diffi cult task for servers. They want to please the customer,

but the kitchen staff may not always be as accommodating. Some establishments

refuse special requests, while others do anything in their power to make it happen.

Most fall somewhere in the middle. Server should never promise until they are sure

they can deliver. The kitchen staff must realize that it isn’t the server’s fault. Also, as

competition increases, the customers realize that other businesses will accommodate

their requests, and they will simply go there.

Service Insight

Chapter Review Questions 91

CHAPTER REVIEW QUESTIONS

1. List and briefl y describe three reasons why BOH and FOH employees might argue.

2. Outline the primary differences between French and Russian service.

3. How many more courses might a classical European fi ne-dining meal have than an

Americanized version?

4. What are some of the most popular service styles at weddings?

5. What is the French equivalent of the term dining room manager?

6. In your opinion, what is the most common service style in the United States?

7. Should food be served from the left or right?

8. Who was Escoffi er, and what was his impact on food service?

9. Why do you think that buffets are considered to be less formal?

10. What is the purpose of table numbers?

Serving Children

Children can be diffi cult in a restaurant. Some children are well behaved with conscientious

parents; others can bother fellow customers and create havoc. Consider the following

tips when dealing with children:

■ Let the parents serve the children. Give plates and water to the parents fi rst,

and allow them to pass it on to the child.

■ Give the parents an out, offering food to go or an area where they can walk

with the child until the child is calm.

■ Remember that you are a stranger. The child does not know you. Don’t expect

the child to answer your questions or easily welcome your presence.

■ Follow the lead of the parents. They are the caretakers. They will often

direct you.

■ Don’t place the children in high chairs. Set the high chair out for the parents

and allow them to seat the child.

■ Place lids on cups when possible, and do not add ice.

■ Remove knives, fl ames, and anything else from the reach of the child.

■ Check the fl oor when you present the check. Children are notorious for dropping

their belongings, and the parents will appreciate your fi nding dropped

items for them.

Service Insight

92 Chapter 4 The Guest Service of Food

CASE STUDIES

French on the Prairie

Chateau le Petite was a small French restaurant located in the Midwest. It was originally a

casual family restaurant that closed after many years. The new owner did much research and

determined that the town needed a fi ne-dining restaurant. He looked at the competitors and

found his niche within the fi ne-dining market. All of his competitors served steaks, barbecue,

or Tex-Mex cuisine. He would be an alternative with a sophisticated, authentic, high-end,

French restaurant. He decided the locals would appreciate the unique cuisine and use it for

a special-occasion dining experience. He went on the Internet and gathered French menus.

He combined and refi ned the items. He included many options for courses and kept the original

French names on items whenever possible. He stocked a wall-displayed wine case with

reasonably-priced wines from France and all over the world. He spent many hours stripping

the walls back to bare concrete. He exposed the old wooden beams wherever he could. He

wanted it to look and feel as authentic as possible.

He also offered many tableside items. He hired the best candidates possible for the

positions. All of them were fl uent in French and were instructed to speak to guests in French

whenever possible.

Despite his best efforts and the research that the area could easily accommodate

another restaurant, he was busy for only a few weeks in the beginning. After that, customers

were not returning to his restaurant. The owner built an awesome restaurant and cannot

fi gure why it won’t work.

1. Describe the service style of Chateau le Petite.

2. Rate the level of service of Chateau le Petite

3. Why do you think that guests did not return to Chateau le Petite?

A Lost Art?

Tableside cuisine is thought to be a lost art. It involves the server being a skilled performer

who prepares your food right in front of you, explains the process, and shares the craft. The

chef is also another prominent fi gure whose art is in the cuisine of the restaurant. Many

consider themselves fortunate to have the chef come over to visit the table. Lately however,

the trade of the elusive and exclusive chef and the art of French tableside service have been

replaced with assembly lines of aspiring actors begrudgingly posing as order-takers and food

runners. When kitchens are closed to them, guests aren’t certain how their food is prepared

and they aren’t sure that they want to know.

Taco Bell radically changed their system years ago to eliminate the conventional

“kitchen,” replacing it with an “assembly area.” Food is cut, seasoned, and cooked by the

distributor and shipped in a tube or a bag all ready to be chilled or heated and assembled.

This has reduced training costs signifi cantly. It has increased consistency and the safety of

the food. Customers don’t seem to mind, as Taco Bell is one of the leading names quickservice

restaurants in America. Other kitchens are instituting the same type of changes

behind closed doors.

Case Studies 93

On the other hand, there is a smaller movement for some to open their kitchen doors.

Walls are lowered or removed. Guests can and do observe their food being made.

1. Outline the advantages of eliminating the conventional kitchen.

2. Is restaurant service becoming a lost art?

3. What is being done to preserve the artistry?

Questions During the Day

The Foundry is anything but a foundry. Originally a steel plant, the foundry retained its

name as the neighborhood transitioned. Recently, a new restaurant called “The Foundry”

has moved into a small storefront of one of the renovated buildings. The Foundry features

upscale, American cuisine. It serves dinners only, and is open from 4 to 11 P.M. daily. It has

an awesome steel bar with steel bar stools, steel tables, and steel chairs that can be seen

from the street through the main window. Many people pass by the storefront and gaze in

with curiosity. To help them to decided whether to come in, a telephone number and menu

are posted in a steel display case at the front door.

Since it is a small place, a full-time receptionist cannot be afforded during the day.

Instead, many calls are fi elded when the cleaning and the prep staff are working. They regularly

answer questions ranging from simple to diffi cult. Typical examples of questions might include:

“Are you open?”

“Do you take American Express?”

“Can I bring in a cake?”

“Can I bring my own wine?

“What is the dress code?”

“Can I reserve for a private party?”

The prep staff is typically busy and ignores the telephone. The cleaning staff usually

takes the calls. Most of them speak broken English, but try very hard to always accommodate

all requests. They answer what they can, and do the best job possible. They leave

notes, but occasionally leave out or miss details.

1. Describe the impression of The Foundry on people walking by during the day.

2. Outline the telephone service at The Foundry.

3. Why is it unrealistic to hire a daytime receptionist?

4. What steps could be taken to ensure appropriate telephone service in line with the

expectations of The Foundry?

Reservations

Fridays and Saturdays, college graduations, Mother’s Day, and Valentine’s Day can be some

of the busiest days for reservations. Some restaurants, like Houston’s and Cheesecake

Factory do not accept advance reservations. For these restaurants, problems occur. The bar

area may be full, the waiting area full, and they end up crowding the entrance. When people

have to wait for a long time in these conditions, it takes away from their experience.

For the majority of restaurants who do accept advance reservations, problems also

occur. It is not uncommon for guests to make reservations for two, three, four, or even fi ve

CASE STUDIES continued

94 Chapter 4 The Guest Service of Food

restaurants for the same time. They later decide which one to honor and disregard the rest.

This causes great turmoil in restaurants that hold tables for parties that do not show. Most

restaurants are relatively small and have very limited seating. The host has to stop walk-in

seating in advance to ensure there are tables available for reservations. Customers become

upset when they are waiting and tables appear open but are being held for late or no-show

reservations.

To combat this, most restaurants take a telephone number and a name. Online systems

penalize profi les that miss a certain number of reservations. Some restaurants have begun

asking for credit card deposits to hold tables. Customers don’t like this. Some give a bad

card number or will dispute the charge. Despite the best efforts of restaurants, nothing has

worked. In cities like Manhattan, some of the most coveted reservations can be found for

sale online!

1. Describe the issues with accepting advance reservations in restaurants.

2. In your experience, what have some restaurants done to remedy these problems?

3. In your opinion, is the practice of requiring a credit card for a reservation

unacceptable?

4. What do you believe are the best solutions for tackling restaurant reservations?

CASE STUDIES continued