CHAPTER. 2 FRONT-OF THE HOUSE BASICS @.,.;, Questions What are the duties, roles, and responsibilities of each service staff role? 2 What is the correct way to stock a service station? 3° What is the process for handling reservations and special requests? 4 What is the appropriate way fo greet guests and take their orders table-side? 5 What is suggestive selling? 6 How should alcohol service be handled? 7 What are the four traditional styles and the contemporary styles of service? 8 How do you set and clear items properly? 9 What are the various types of hot beverages and how are they served? 10. What are the various types of cold beverages and how are they served? 11 How do you process payments? S.., Terms Formal service Guéridon Shell cracker organization Réchaud Types of china/dishware (see detailed list of : hei deteiled list of Family-tyle dining (see detailed list o terms on page 436) et terms in Table 21.4} : Contemporary service ocr mass (see detailed list of Tureen Server terms on page 447) Snail plate Food runners Types of knives Gravy boot Busers {see detailed list of Finger bow! Service wok terms in Table 21.1) flor berescoes (oss Geeta Types of forks (see detailed list of terms Sain stall detailed list of terms on page 455} in Table 21.2) ee Suggestive selling eee ae - . Types of spoons Cold bevera oditenel Sree 7S «ios declelli fers gerry (see detailed lstofterms is Table 21.3) ee me ‘onipades 4465407] i ‘on pages 457-458) Snail tongs 285lan INTRODUCTION SERVICE STAFF RESPONSIBILITIES 8 SAFETY Handling Tableware Service sof ned a be sts caefl with he food os back of-she house employees. Serve stoff can contami food hy rasfering pathogens othe food ofthis information can be captured for future use. There are modules within a POS system that can ee track reservations, assign tables, and even help staff Renee ee regulate the flow of the restaurant by suggesting Be aa 2 sa when reservations can be taken. This can help the 2 2% 7 2% 2 30 restaurant limit guest wait times for tables. Individual guest needs can also be entered to help TODAY'S ORDER with future reservations. For instance, by using a | Coosa saad phone number from a guest, the POS system can 1 Sonn filet ith spinach and Saft pe track how many fies the quest hs dined there, what his or her favorite menu items ore, any preference on 1 Gass monde tables, and food allergies, to name a few items. This is a powerful tool that can help atiract and maintain repeat business, See Figure 21.6. Greeting Guests and Taking Orders The host or hostess, or greeter, provides the first impression of the operation—in ‘oppearance, friendliness, and attentiveness. The host or hostess evaluates and determines the guests specific needs for the current visit and is responsible for the following: © Asking whether the guests have a reservation and, if so, checkin the reservation log for all information pertaining to the guests’ reservations are taken at the operation) © Noting ony special dietary needs, seating arrangements, celebrations, and s0 on, and passing the information along to the rest of the staff * Arranging for the guests to be escorted fo their seats (if In afll-servico operation without « host or hostes, these tasks fll othe server cr dining room manager.CHAPTER 2 FRONT-OFTHE-HOUSE BASICS Aller the guests are seated, the server fakes over. As each gues at the table e selects his or her meal, the server notes guest orders on preprinted guest checks VIDEO or small notepads. These written orders may be entered into. a POS machine at Taking a Table-Side Order_ the wait ston, or the guest icket may be handed directly to the kchen st to eee rece re stort the meal preparation. Some quests will oxk the server whether certain ingredients can be removed from dshes due to food allergies or other special needs. Servers need fo correally note any special requirement inthe preparation of a quests food item cand ensure thatthe kitchen understands the request. Double-checking written receipt of special requests with the chefs is always a good idea. © ESSENTIAL SKILLS TAKING A TABLE-SIDE ORDER (rds ed ob wniten down cau, sng he some mend enc ime. A server shoul do the folowing when iting the tobe chek 1 Indice proper seo and tle numbers whee oppropiote Ech cnng room has a pvt aint, such asthe fron oo, ich estabishas th lotion of sont number one—dosst 1 he pt port. The numbering of sens continues counterclockwise, The server opprocces ench tnble at he spec plce determined bythe floo lon See Figure 7 for an example Guest CHECK Tease 2 Uso a gi fo wite dum the oderin delivery sequen; for example dink, ppt, sup, sl nt, nd—eventaly—desert,Remerb1s citical o keep everyting oganied ond conse fr al ches, See Figure 71.7 for n example ofan ody tbl chk 3 Uso obbevtons usualy stondarized by ‘monagement othe kithen to ensue dear comnmarication, Examples con be tergs (for emperrues), CB (or chesebuge), Ko blackened 4. Toke ond note temectus for dss caked ‘ocd, such os bugs and teks, ong with cay spel equest bythe gusts. 5 Fn, repeat th order back tothe guests before leaving the table Seas CE | ee Figure 21.7b: Sample of on orderly table check. Figute 21.7: Somple of resturant floor pon @ know evce cHEck 1 Whot is the benefit ofhaving @ 2 List the information that should be 3 List the responsbilies ofthe service station area? ineluded in any reservation. host/hostess. a‘CRAFTER 21 FOUNDATIONS OF RESTAURANT MANAGEMENT & CULRUARY ARTS Figure 21.8: Suggestive seing using a dessert ry. a Suggestive Selling Suggestive selling involves recommending items 10 a quest. Its one of the keys tothe success of any retail business. Ino restaurant, suggestive selling maximizes guest satisfaction and increases the average check, resulting in more profits, The success of suggestive selling depends on product knowledge, effective communication skils, and sales training ‘Many employees are reluctant to pursue suggestive selling because they are shy or uncomfortable with selling (feeling that they are acting “pushy"). Managers ‘who train servers commonly point out that it wll increase the guest’s check and, therefore, potentially the servers lip. A good suggestive selling program includes the following efforts from managers and servers: ‘© Enhance servers’ communication skills, so they can be effective with guess © Develop servers’ product knowledge, so they can vividly and accurately describe items to guests. Servers need to be able to answer specific questions about the menu items, including ingredients, preparation techniques, and levels of seasoning, * Lear which menu items complement one another. © Anticipate guest needs. © Suggest add-on items such as drinks, appetizers, and desserts © Identify specific items based on guest preferences; for example, “If you like chocolate, you'll ove our new Molten Lava Cake.” © Suggest items that servers themselves enjoy. © Suggest the operation's “best” or “most popular” items, increasing the probobilty that the guest will be happy. © Use props, such as dessert trays, to show the dish. See Figure 21.8. © Observe guest behavior to determine whether they want service or a produc; for example, at the end of the meal, watch the guest fo see whether he or she wants the check or dessert. © Recognize the positive effect of suggestive selling on the financial position of the operation Talking about daily specials isa part of suggestive selling. Most servers mention these “dedls" right after the questi seated. And most guests welcome recommendations and are more than willing to ry specialties. In addition, servers can use upseling to add an enhancement, such as chicken on a salad or a premium beverage ingredient. Using active and descriptive words to explain food is « great way to suggestively sell menu items. Words such as sweet, juicy, mouth-watering, primo, and rich make feed sound appetizing. Other words provide an actual description ofthe item (e.g, sashimi-grade, organic, heirloom). Ifthe server con legally moke these claims, he or she should. For example, “Our Belgian wafflesCHAPTER 71 FRONT OFTHE. HOUSE BASIS cre made with fresh eggs, whole wheat flour, cnd milk, and are served het from the griddle, topped with fresh strawberries and pure whipped cream or vanilla After guests place an order, let thom know they have made a good decision by saying something like, “Excellent choice. We get fresh deliveries of salmon daily. | think you'l realy enjoy it” This mokes guests feel good about their decision, cond they will look forward to the meal. Show enthusiasm for the items that guests suggest Servers con ako recommend menu items that they personally like. Management should establish a policy that staff be honest wth guests when they ask for personal recommendations, as guests can offen detect and appreciate sincerity. Training on suggestive selling is an ongoing effort. First, @ manager or designated trainer can conduct training formally. Second, suggestive selling can be on occasional agenda item for staf meetings. Managers can set aside time cot these meetings fo discuss the best practices or problem experiences. Third, informal taining can occur through observation and feedback. In all cases, practice isthe key to successful suggestive selling, ALCOHOL SERVICE The service of alcohol is frequently an integral part of a dining experience. tis essential that alechol service is conducted professionally and safely. Managers and staff must understand the effects of alcohol and become familiar with all local laws that apply to their operations. (Aicoxot service Every state has its own liquor laws and oversees the sale and service of alcohol within its borders. Each state's liquor board or liquor authority develops ond enforces these regulations. These agencies also are responsible for issuing and monitoring liquor licenses, issving citations for violations, and holding hearings for violators of he liquor code Laws vary considerably from state fo state, Mony states have dram shop lav, which create a special liability for operations with liquor licenses and for the people employed there. Theso laws allow a person, who may not even have been in the operation, fo sue the business, its owners, and its employees for injuries caused by a guest who was drinking there. In addition, many counties cond towns have their own—often sriter—liquor laws Sellers or servers of alcohol may face criminal charges forthe following actions © Serving aleohol to « minor © Serving a guest who is, or appeors to be, intoxicated © Possessing, selling, or cllowing the sale of drugs on the premises © Allowing a minor to sell olcohol Inllincis, for example, selling or serving alcohol to a minor is punishable by a fine of up to $2,500 and a jail sentence of up to one year. 3{THR 71FOUNOATIONS OF RESTAURANT MANAGEMENT CULIARY ATS Figure 21.9: Bartender vtfying on 1 m7 The amount of alcohol absorbed into a person's bloodstream is called the blood alcohol content (BAC). A BAC of 0.1 means that there is about one drop of alcohol present for every thousand drops of blood. In all 50 states, its against the law to operate a motor vehicle with a BAC of 0.08 or higher. A BAC of 0.3 or higher can lead to coma or death In all 50 states, you must be 21 years old to purchase alcohol. In some states, it is currently legol for a parent or legal guardian to purchase alcohol and serve it fo 6 minor in his or her custody. In general, a server must be 21 years old to serve alcohol, but in some states you can be 18 years old and serve alcohol. For example, some states allow underage servers to bring alcohol to the table, but they cannot pour i, Other slates allow underage servers to take the order and payment for the drink, but do not allow them to serve it, Some stales require the underage server to apply to the liquor authority for permission to serve alcoholic beverages. In some areas, the law does not even allow minors to enter a tavern or restaurant bar area IF you sell or serve alcohol, you are responsible for ensuring that guests are cof legol age to drink. The best way to do that is by checking each guest's identification (ID). The proper procedure for checking IDs isthe following: 1. Politely ask the guest for I. 2. Verify the ID (see Figure 21.9). Make sure to a minor, is genuine, and belongs to the guest. IF you are unsure, ask for another form of ID, compare the guest's signature to the one on the ID, cor ask questions only the ID's owner could answer. (For example, “How valid, has not been issued tall are you? What is your middle name?") Notify the manager of any suspicious forms of ID. 3. Serve or refuse the guest. To make sure on ID is genuine, look for signs of tampering, including bubbles cond creases, improper thickness, and ink signatures. Ifyou spot « fake ID there are several possible steps you can take, depending on company policy ‘and the laws in the area. This may include refusing service, refusing entry to the operation, and/or confiscating the ID. Always check with the manager regarding suspicious or fake IDs and follow company policy Some operations use ID readers to check IDs with bar codes or magnetic stripes. Although these tools can help verify the age of « person, use them in conjunction with other checking procedures fo make sure the ID is valid.Acceptable forms of photo ID include the following: © Driver's license © Military ID © State ID card © Passport Figure 21.10 shows sample identifications. In most states, proper ID does not include a birth certificate, school ID, or voter's registration card, All stales add special features on a minors ID to make on underage quest easy fo spot, such as « hologram visible when tuning the photo ‘ora stomp of "Under 21” across it. Check with your manager to learn the valid IDs issued by your stot, or use on ID checking guide, These guides provide full-size samples of each state's drivers! licenses, minor IDs, and state ID cards in current circulation. Because its illegal to serve alcohol to a minor, card any guest who oppears to be under 21 years of age. To take the guesswork out of cording, many operations require staf 1 card guests who appear to be less than 30 years old ‘Always follow house policies on when to card. Filing Aleohol-Related Reports ‘When an cleohol-related incident—such os a fight or fake ID usage—cccurs on an operation's premises, the manager completes @ report fo document what hoppened and what actions were taken to address the situation. The manager should provide accurate information and fill ot the report immediately so important facts are not forgotten. Reports are offen completed for oll ofthe following reasons © The operation stops alechol service to a gues © The restaurant or foodservice operation arranges alternate transportation for a ques. © The manager confiscate « guess ID. ‘© Anillegel activity oF violent stvation takes place. = A quest becomes il {requiring medical treatment). © A quest becomes injured Remember, incidents involving alcohol use can be very serious. tis always best to have an incident report on fie. © knowtepce cHEcK 1 How can you make guests 2. Whot isa dram shop law? Explain fee! special and still pursue how it could affect the server of suggestive seling? a redkaank. CIMPTER 71 FROWEOFTHE HOUSE BASICS STATE ccatincation awe canes tian eae oe” fl Dat Figure 21.10: Somple identifications 4 List the four acceptable forms of identification, 5(HAPTER 21 FOUNDATIONS OF RESTAURANT MANAGEMENT CULINARY ARTS SERVICE STYLES AND SETUPS 6 SERVICE STYLES AND SETUPS The style on operation uses fo serve is guests can often define how people come to think ofthat operation os a whole. Infact, sometimes the service style is more of a factor in determining the identity of an operation than the food ite This section discusses traditional service styles and their various table setups, as well os contemporary service. The traditional roles and responsibilities of service staff members ore also discussed. Traditional Service Traditional service reflects four main influences: American, French, English, cond Russian. Each service style matches the menu, theme, and décor. See Figure 2.11 for examples of table settings for each. Q “ony || <1 «a. Amaian sence o= ——— Wr a aa OND Ml 4. Russian sence American service: Food is arranged on plates in the kitchen by cooks and brought directly to the guests table by the server. The complete meal is on one plate. American service has quickly been adopied by many operations because itis one of the easiest service styles, provides a consistentlooking product, and uses the fewest tools and utensils. French service: Ths style is typically considered the most elegant, bu itis very expensive, Servers present the food to guests from a table-side carr, called a guéridon. A guériden (gay-ree-DAHN) holds food or liquid items thot will be served to guests, as well as dishes and utensil the servers and guests may need. The food is kept hot by a warming unit in the cart, called o réchaud (ray-SHOW), The finishing touch to the food is done iable-side to create a Engh service Figure 21.1: Anata sev, Fech save, Engl sevice, od uso erieCMPTER 21 FRONT. OF THE HOUSE BASICS memorable moment for the guest. Table-side cooking is the art of showing great craftsmanship in both culinary arts and service skills. This type of service is expensive to implement because of the cost of the carts and the additional skills required of the servers. English service: Also known as family-style simplest and least expensive. In English service, bowls ond platters of food are placed on the table and a seated host or hostess places the food onto plates. The host or hostess of the table then serves the meal on the plates for the other diners, or diners pass the dishes around the table so they can serve themselves. Although not as common as American service, family-style dining is gaining in popularity due to its simplicity, It is also used in conjunction with American style for side dishes. Russian service: This style is the most formal service style. All food preparation is done in the kitchen. The bowls and platters of food are then brought on a cart to guests at the table. Servers hold the bowls and platters as they serve the food to each guest. Service platters hold food for tables of up to eight guests, but are very heavy (in previous times they were made of pure silver) and very hot. Servers need to go through substantial training before being able to serve Russian style. The server is essentially in charge of making the plate look perfect. ining, English service is the Contemporary Service Quiek-sorviee dining is on easy and fost way to dine and typicaly involves no servers. Instead, guests help themselves to food set up in food bars or order at a counter. Other forms of quick-service dining include drive-through service, buffet service, corry-out service, vending service, and cafeteria service See Figure 21.12. Fast-casual is relatively modern terminology describing a restaurant that falls between full service and qui limited-service restaurants, these operations are typically distinguished by service type and food quality. Fast-casuol restaurants are offen perceived to offer better-quality food and a more upscale dining area than quick service restaurants, but with less expensive menu items than full-service restaurants. Pizza restaurants can fall into this category. See Figure 21.13. Figure 2112: A person phasing o son via vending chine. service. Also called quick-casval or Traditional Service Setups Understanding the many types of siverware that on operation uses is very important. Use specific utensils for cerlain food items and set each table coccordingl. The variety of knives, forks, and spoons used in any given operation can be extensive. Some of the most necessary and widely used utensils are discussed in Teble 21.1, Table 21.2, and Table 21.3, which appear con the following pages. Figure 21.13: Fomly ding ot fostcasuat pizza estou,(HAPTER 71 FOUNDATIONS OF RESTAURAT UAKAGEMENT CULILARY ARTS PES OF KNIVES, Butter knife Dinner knife Fish ke Use fo butter breod and is ot shor Used for ll entrées ond main cous ands ot hor. Used ony fo filet cnd cut fi Salad knife Steok knife Usd for slots ad sot sh Hos sented edge ond is usd to cut boa PYPES OF FORKS | | | | | | Gale fork Dessert fork | Dinner fork Has ny he tines (now ends af afk used 1» Often has rode ine ond can ct ough 2 Used fo ets ond main couse cris fire food tes) ond sad o et cokes, toes, | sake ee psy eo ka, | ren ies, and posts. 48COPTER 21 FRONT OF THEAHOUSE BASIS Gontinued) \OON Fish fork Oyster fork Used for fish. ‘Small, round fork used for both oysters and clams, ~\ | Salad fork | ‘Snail fork or lobster fork ‘Smaller thon the dinner fork and used for solads, appetizers, desserts, ‘Smol, thin fork used for shellfish. ‘fut, smoked fish, ond other delicate foods. Bouillon spoon Coffee spoon Espresso spoon or demitasse spoon Has a rund spoon end ond is ws fo dear Shale thn c soup ot saxe spoon od wed sot | Ma sl tina cf spoon ond mates sos or bos. ony with fe, tee, and hot choclt, bt asa for | slespesso cups. | frit cocks ond ice azam. an‘CHAPTER 21 FOUNDATIONS OF RESTAURANT HARAGENENT & CULINARY ARTS TYPES OF SPOONS (continued) Grapefruit spoon ‘Hos 0 jogged tip for corving into the grapefruit. Soup spoon {Has on oval spoon head and is used for crear soups and lng sons fps 40 Sauce spoon Used fords in which ha soc served on thsi, Sundae spoon or ied tea spoon tas n esac ng han dip into a deep sondoe rine less fica fe. Use other utensils for food items that are a bit more difficult to eat. For exomple, snail tongs are « specialized vtensil for holding « snail shell so the snail con be removed. Because the shells of lobsters and crabs are hard and thick, use a shell cracker to crack them. Itis important to note that not all operations use all utensils or set them at tables, Often in quick-service or fast-casval operations, you will only Find forks, knives, ‘and spoons; and they are offen placed in the dining area buffet-style for guesis to choose themselves, They also often use disposable sots of forks, knives, ‘and spoons.(HAPTER 71 FROWT-OF THE HOUSE BASES Drinking Glasses: These come in many shopes and sizes and are usvolly made of clear glass, plastic, oro thicker, solid ceramic. They also include mugs and cups. Generally, iFo drink is cold, like soda, water, or iced tea, it will come ina dear gloss. Hot drinks, like coffee, tea, and cocoa, are usually served in ‘cups or mugs made from thick glass or ceramic. This helps drinks stay hot. See Figure 21.14 for various types of drinking glasses. Y 4 1 Beer mug 800 ulip Beverage goss Brandy sitter Champagne fe Cocke loss, \Y & (etfoo cop Coffo glass Espresso cop Figure 21.14: Veros types of inking sss. xt on pe 41(HAPTER 21 FOUNDATIONS OF RESTAURANT MANAGEMENT & CULIUARY ARTS \v Irish ofoe glass I Rhine win gloss a Tall beer las Figure 21.14: Various types of dnkng glasses #8 Pilsner glass Sundae glass Water goblet I Red wine gloss s Y Teacup White wine glass(CHUPTER 71 FRONT OFTHE HOUSE BASICS CChina: Perhaps the most important part of the fable setting isthe chino, which is oso referred to as dinnerware. Like glasses, cups, and silverware, plates have adapted to fil the various types of food, as shown in Table 21.4. UAE oI ea VPN is Gas © © Bread-and-butter plate Used fr bred ond but, obo os on ndeinarfor json ber cents Aso eed a save plate; lng lt sed ding fukcuse cine oto that ny oils sss up sei vents | Dinner plate Money dish Teno woh inches arsed sed fa Kinds of ees ord main oss, Avery smal shall bol, somenes sd forse or ding sauces, ‘ond os. on nde fo smal plates ond bows, o => Salad plate Soup bowel Soup plate ‘csr than adapt, ely sen ‘Salar and dane wth oft ge ond wed fot aound he age, but has adi inthe cents to ax ight incisors, and sed fr dass ond ‘ony forsop. Soop bowl or cups re sometimes | hal sou, pst sou, od shelf, npeizers os woos sls, on as an deter late euipe wth ds Gndduel teen) oo single fr gy, soxabns onside ses oved do fase. Sao soko | wih amapin or pape oy pent siping) capson deine 458(HAPTER 21 FOUNDATIONS OF RESTAURAUT MANAGEMENT 2 CULDIARY ARTS Though the pieces mentioned previously can be used for many food items, © number of china pieces are used for only one purpose. For example, use tureen, « large covered bow, to serve soup for up fo eight people. A snail plate has six or twelve indentions for holding snails. A gravy boat has a special lipo spout to prevent spiling when pouring gravy or sauce onto the plate. Use «finger bowl, a small bowd filed with water and often a citrus fut slice (lemon or orange), fo clean the fingers oft eating, especially with messier meals such «3 shellfish and ribs, See Figure 21.15 for picures of various types of single- purpose china. And, again, most of these pieces will nt be used in less formal aquickservice and fast-cosual operations, where its more common to see er = cand salad ll or disposable plates. oe s 0. Gray boot Teen « Sno glte Finger bowl Figure 21.15: Vers types of single purpose china used in mor formal seins Plates and utensils should be cleared promplly after each course to keep interaction with the guests to a minimum during the meal. Beverages either need to be refilled or the glassware removed. @ knowepce cHeck 1 Describe the four styles of 2 Define contemporary service, 3 Identify when the following plates traditional service. would be used: dinner plate, salad plote, bread-and-butter plate, and soup plate. “uPER 21 FRONT OF AUS ASICS BEVERAGE SERVICE Beverages are a crucial port of any restouran’s menu—whether the options being offered are basic or complex. Many times, o sip of coffee or a specialty dink isthe frst or ast impression a quest will hove of a restaurant, Todoy, ; virtually oll operations have both hot and cold beverage options, with many (ten SGERERVICE also serving alcoholic beverages in a variety of styles. Figure 21.16 shows a voriety of hot beverages. Coffee, Tea, and Cocoa US. consumers spend billions of dollars every year on coffee, with most Americans drinking more than one cup a day. Coffee is made from ground coffee beans, which are the berries of a tropical shrub, that are roasted to < develop Havor, The degree of roasting, which can be light, medium, or dark, & clfets the flavor ofthe coffee, Americans generally prefer medium roast, while drkeroast coffee is popular in Europe. Flavored coffees such as hazelnut, eo? ‘almond, mint, chocolate, blueberry, and strawberry are also available, Te, which is made from the leaves of certain plant, is generally less expensive than coffee, athough some rare teas can be quite expensive. One cup of tea has about half the caffeine contained in a cup of coffee. There are block fens {toa leaves that have been fermented) and green teas (tea leaves that are not fermented). Oolong tea is partially fermented. Herbal tea is made from many diferent fruits and herbs ond is naturally caffeine-free. See Figure 21.17, Some tea blends may contain as many as 30 individual teas. Fae 216 Ato bogs Hot cocoa is made from cocoa powder or shaved chocolate ond sugar sired = @) pinvausere into heated milk or water. The terms “hot chocolate” and “hot cocoa’ are Gis often used interchangeably, but there is a difference. Hot chocolate is made Contrary to popular belief, light-roast coffee from actual chocolate bars. Hot cocoa is made from the powder of the cacao ual has more caffeine than darkoost coffee. The reason for this is thot the longer bean, Hot cocoa is much lower in fat than het chocolate becauso the cocoa roll recs ards butter (which is added back to the chocolate bars when manufactured) is cooked out fhe bean, extracted when the cocoa powder is ground from the cacao bean. Hot cocoa is usually made from its inslant form—a dry mix of cocoa powder, sugar, and dry milkmixed with hot milk or water. Hot cocoa drinks can be topped with marshmellows or whipped cream. SSC Gseeoasd Figure 21.17: ity of ded kerb tn les. 45(HAPTER 21 FOUNDATIONS OF RESTAURANT MANAGEMENT & CULIARY ARTS These beverages can be served at any meal, Follow these guidelines: © Serve hot beverages hot. All hot beverages should be very hot and steaming for service. © Hold brewed coffee for only an hour or less. Alter that time the loss of flavor is considerable, Plan coffee production so that coffee is always fresh, © Clean coffee urns regularly to avoid mineral buildup and ensure good- tasting coffee. To clean urns follow the manufacturer's recommendation. © Offer decaffeinated options. Some people are sensitive fo the effects of caffeine, a stimulant, Both coffee and fea have decaffeinated versions. Coffee is typically served hot, but iced coffee has also become very popular. Tea is served either very hot or iced. Figure 21.18 shows a well-presented table- side toa service Figure 21.18: A well resented tbl-sie te serie. 8 ESSENTIAL SKILLS MAKING HOT TEA WITH TEA LEAVES EL. ute evs noo rhea, empty pot. se nets fs fn oo single soice te boy for eey si oncs of wae, Pour bing water hep. See Figure 21.190 Let the ea twp (snk) fora east thre mites, Serve immediatly oer steeping Tea wil become ter ff step to lor, ‘See Figure 21.19b, Figure 2.190: Pouring boiling water into a pot of Figure 21.19b: Serve toa immetotely tea eaves, after steeping. Service of Hot Beverages Aor taking the beverage order, serve the beverages quickly and correc. For all hot beverages, the restaurant needs to determine how they will be served: ether dispensed table-side or in cups brought over hworhirds filed. In ether case, ifthe quest is dining in, the following service concerns need fo be addressed: © IFused, the cup and soucer need to be served on the right, in front of the guest, wih the handle facing four o'clock © Teaspoons {if not already on the table) need to be placed on the right side of the questFRONT-OFTHE HOUSE BASICS © Hot water needs to be served with tea, if servers are dispensing tableside. © Sweeteners and milk or cream containers are placed on the table with handles facing tothe right (if not already present © In some operations, « small dish is placed on the table to collect used tea bags, sugar packets, elc, to prevent them from touching the table. See Figure 21.20. Servers should check with guests periodically to see if they need ref. Ifo refill is needed, refer back to the restaurant's policy on how to perform this service. Some restaurants bring a completely new cup and saucer, some refill on the fable, et. Check fo see that enough milk, cream, and sweeteners are sf cvailable for the guest [or refill those, if necessary). Figure 21.20: smal dish laced onthe tbl to colt wsed tenho, saga pokes, Cold Beverages Traditional cold beverage options in « restaurant include iced tea, soft drinks, bottled water, and other nonalcoholic drinks. Very popular in the South, iced fea is a refreshing beverage that is enjoyed typically during the warmer months of the year. Note that both sweet fea and unsweetened tea should be avcilable for service. Make sure you label each type of tea dispenser in the service crea to avoid confusion The bes iced tea is made by brewing a large portion of hot fea and then either cdding sugar oF sugar syrup to the het tea. This is thoroughly mixed to ensure that all ofthe sugar has dissolved, and is then chilled through the adion of ice. Treat this procedure as a recipe with measurements to ensure it is made the seme cach time for guest satisfaction Soft drinks, also called sodos or fountain drinks, ore also popular. Fountain drinks gain their name from the fountein dispensers that mix different types of sodas from syrups with carbonated fitered water. There ore numerous brand names on the market, so adequate research should be done to choose sodas your restourant should carry to please your guests. It is wise fo contract a soda company that will provide and maintain the equipment, only charging for the purchase of the syrups. Serve sodas in a glass halt filed with ice to allow for proper temperature This will not dilute the dink quickly and wal lower the number of refills needed. Bottled water hos become one of the fastest growing nonalcoholic segments in the industry. Most restaurants automaticolly provide water at the table. A high proportion ofthis water is not consumed, The restaurant, therefore, is paying for the water, along with the costs associated with washing the glassware, Bottled water, flat or sparkling, can be considered an upcharge, as the restaurant is now offering « premium product. But the restaurant will now have the issue of disposal of the botl, preferably through recycling, “Iwaren 71 FOUND OF RESTAURANT Figure 21.21: A small dish prevents used sugar pocket nd ther fs om touting he be 48 Nonalcoholic drinks, such as lemonade, are becoming a fashionable alternative to sodas and alcoholic drinks. They can be made with fresh fruits and vegetables, offer an alternative to more conventional drinks, and tend to contain less sugar than soda. Since they can be made fresh, they offer seasonal opportunities for menu changes and give the restourant a signature drink. Ensure thot recipes are used to maintain drink consistency and guest satisfaction. Cold Beverage Service As with hot beverages, after toking the beverage order, serve the beverages quickly and correcly, Trodtionally, most cold beverages are dispensed at the server's area and brought tothe table. However, please ensure that the following service procedures are done © On tables without tablecloths, either a cocster or napkin is placed in front of the quest, preferably to is or her right © The drink is placed on the napkin or coaster. ither @ teaspoon, iced tea spoon, or sraw is served with the drink (as needed). © Appropriate sweeteners are placed on the table if not already on the table) Again, in some operations, «small dish is placed on the table to collect sugar packets and other refuse, to prevent them from touching the table. See Figure 21.21 AAs with hot beverages, servers should check with guests periodically to see if refils re needed. [Fa reil is needed, refer back tothe restaurants policy on how to perform this service. Some restaurants bring a completely new glass, some refi ot the table, ete. Also ensure that there are enough sweeteners sl available for the guests [or refi, if necessary). © Know eDGE CHECK || How long can coffee be held before 3 is he popular cold beverages it starts losing flavor? served at foodservice operations. 2. When serving hot beverages, where should the cup and saucer cond teaspoon be placed?COPTER 2 FRONT-OFTHE HOUSE BASICS PROCESSING PAYMENTS NTRODUCTION Processing payments is of vital a function a¢ greeting the guests or serving the s food. Ths isthe fime at which the guests give back to the operation in reluin for the service and food that they have received, Accept ond process payments with thanks and tact. The way in which a payment is processed can be the difference between a onetime and repeat guest BEVERAGE SERVIC ig Bene (PROCESSING PAYMENTS Most operations accept cash or credit. For cash transactions completed with cashier, the cashier accepts the check ond cash payment from the guest, restates the total to the guest, and then counts out the change. Credit cords now are used more frequenily by guests, even for smoller transactions. It is essential to know how the process works. Credit card machines: vary, but the procedures are fairly standard, Swipe credit cards through these machines to obtain authorization from a databank. The credit card machine displays an authorization response. For credit card transactions completed with a cashier, the following steps should be taken: * When the credit card has been received, additional ID should be asked for to ensure the card belongs to the guest. The card is then processed. © Alter confirming the guess identity, the cashier returns the credit cord fo the guest, along with a copy of the credit card slip, Before returning the credit card to the guest, the cashier compares the signature on the creclt card with the signature on the slip to verify the signature. © After authorization, the guest finalizes the fotal (noting ony fip that he or she wants to odd) and signs the sip. ‘Many operations now have credit card policies that do not require guests to sign for charged transactions under a certain dollar amount, or even at all. The procedure for processing payment as part of table service is very similar to processing at a register. Process a payment when serving guests table-side by following these steps: 1 Present the check at the table. 2. Collect payment from the guests. 3 Process payment 4. Return the change or credit card receipt and credit card. cyCHAPTER 21 FOUNDATIONS OF Gratuities and Yoo Evorybody kas to ge ips, Many sorvice amples eam for mre rough gris hon from cual wages. Tips o quest way of thanking th server, busey, ond ere th chen sf ond hostess ar bast for providing excelent servi, Whether serving bl or managing crv of servers keep he following in min: © ‘var look othe sgned creditcard ip infront of seoted guest I gies the impression of greatness © Fa guest says, “Keep he chong” the quest ipsa the reise, vid shoving emotion —simly express thanks. Never make gus fee! uncomfortable because ofthe amount of thet. Sometimes teil tis follow grat service servers continue treat guests wih respec, even when the servers know the amount of the arcu, ho guests wl feel more at ease ond wil be mare likely tortura for future mek 40 ANT MDAGEMENT CULINARY ARTS When processing a cosh payment from a table, do not count out the change to the guest and repeat the fotals. Simply make change away from the table ond then return ito the guest For credit card payments, bring he credit card ond receipt tothe table together. Itis helpful for servers to explain to guests which copy they should take. Collect the signed receipt and secure it immediately after the guest has lef Finally, remember to alveays thank guests for their patronage. Wih the arrival of handheld POS systems, credit cards can be processed tableside in front ofthe guest. I ths system is used, refer tothe restaurant’ procedures on how to process the card and give the guest a receipt forthe transaction The gratuity, a tip given to @ server, needs to be checked to make sure itis legible, Also check thatthe bill total is accurate. Refer tothe restaurants policy con how gratuites ore paid out fo waitstaff. It can be done either at the end of the night (preferred) or as part of the waitstaff's check. © KNow eDGE CHECK 1 When processing a cash payment 2. List the steps in processing payment from table service, where should the tableside. chonge he made? CASE STUDY FOLLOW-UP Refer back to the unitopening case study, and onswer these questions. Question 1: Offsides just hired numerous servers ond they must be trained ‘on how to propery deliver food and beverages fo tables. What things would you include when training the new servers on how 10 deliver hot and cold beverages to guests? What about placing and removing dishes? Question 2: As a server al Offsides, how can you make guess fel special nnd sill pursue suggestive selling?(HAPTER 21 FROW-OF-THE HOUSE BASICS @ SUMMARY In this chapter, you learned the following: © Many traditional, large, fullservice restaurants have a formal sorvice organization, or group of servers, to perform service-elated tosks. Fronof therhouse workers mus! work together fo ensure that quests enjoy themselves. * Service tools include ai lighter, a corkscrew, a pen, an order pad, and a crumber. Additonal items such as napkins ond silverware are kept in the service stotion area. © Reservations and special requests should be saved in one place and include basic information such as when and by whom the information was recorded. * The hos or hostess provides the first impression in appearance, friendliness, and attentiveness. * Suggestive selling involves recommending additional or different items to a ues fo maximize gues satisfaction and increase the average check * All managers and staff must understand the effects of alechol and become familiar with ony and all laws that apply to their operation, * Troditional service siyles include American, French, English, and Russian. Each service style matches the restaurants menu, theme, and décor * Contemporary service, also known as quick-service or fast-casval, is a fast and easy way to dine and typically involves no servers. Instead, guests help themsolves to food set up in food bars or order from a counter. © Specific utensils ore used for certain foods, and each table must be set accordingly. The variety of knives, forks, and spoons used in an operation varies greatly. * Traditional hot beverages are coffee, tec, and cocoa. These beverages should be served piping hot, and coffee should not be held longer than an hour after brewing. * Hot and cold beverages should be served promply © Guests should be served children firs, then women, then men, ond lastly the host (if obvious) © Guest payment includes cash or credit. Accepting payment graciously and processing it efficiently is on important component of customer service. 461(CHAPTER 2t FOUNDATIONS OF RESTAURANT MAMAGENENT& CULIUARY ARTS 4 CHAPTER ACTIVITIES Language Arts: A Selling Script You own a local restaurant. Prepare a three-minute oral script that will weleome ‘quests fo your operation and suggestvely sell an appetizer, entrée, and dessert them. Once you and your classmates have completed your scripts, perform each, ‘and vote on who did the best job of seling and explain why. \ce: Some Like It Hot! Research the science of making cocoa, What happens when you mel your own chocolate versus using a powdered mix? What are the problems thot can arise form meling your ovn chocolate? What difficulties can you run info using a powdered mix? ‘Math: Planning Ahead How would you figure out how many service staff you need at what times for dinner service with the following information? * There is seating for 300 guests, with 60 percent four-top tables, 30 percent two-top tables, and 10 percent sixtop tables. * Dinner is served 6 p.m.-10 p.m, * One buser can support four servers. Collaboration: Setting the Table Working with other students, identify he silverware needed to serve the following dishes properly * Grilled steak with baked potato and vegetables Garden salad with ranch dressing Chicken and dumpling stew Shellfish consommé iple-layer mocha fudge coke with vonilla ice cream Career Readiness: The Right POS System for You Resoarch different POS systems. Write a paper of two to three pages describing how they work and what their positives and negatives ore for the operation Critical Thinking: Making Sense of Style Study each ofthe four traditional service styles: American, French, Russian, and English, Be sure fo take into cecount kitchen versus fable-side plating, degree of ‘complexity, expense, and popularity in the United States. You are starting up a new mid-to-upscale restaurant and need to determine what service style to use. Write up a one-page description of the service style you would employ. Why did you choose this style?EXAM PREP QUESTIONS GD) Whot dees 2 POS machine do? A Compiles feedback from comment cords Creates weekly shift and deaning schedules Lists accepiable substitutions for menu toms D Automatically sends orders to the kitchen and bar from service stations (@)When checking to see whether «a guest is of legal age to drink alcohol, which is an acceptable form of identification? A Passport B College ID © Birth cerficate D Credit cord with signature (Z)Which service style is considered simple ond inexpensive, but is not «frequently used os the others? A French B English C Russian D American (2) What knife is serrated and used to cut beef? A Fish B Steak C Butter D Dinner (5) Guests should be served in what order? A The host, then men, then women, then children B Women, children, men, and then the host C The host, then women, then children, and then men D Children first, then women, then men, then the host The floor manager in a traditional restaurant setting ‘A supervises a team of servers cand is in charge of the shift B supervises both the front and backofhe-house operations during o shi C supervises a team of servers and oso cis as expediior during o shit D ack 08 « conver during service (Z) Suggestive selling involves A discussing every lem that is on the menu with the guests B recommending addifonal or diferent lems to a gues. C answering guest questions only. D a tactic to upsell every menu ilem in 0 esaurant. (HAPTER 27 FRONT-OF-THE-HOUSE BASICS (8) Which is not considered a cold beverage? A led tea B Colfee C Soft chink D lemonade (9) Which task would a server perform from a guest’ left side? A Serving sold foods, including salad ond bread 8 Cleoring plates > Changing flarwere D Serving soup ond beverages (10) A charger is defined as 4a large soup bow that is used in Russian service to ladle soup tableside, a larger plote used during full course dinners or fo dress up special everis Ca lage, decorative eniée ploie the main enitée and sides ore served on, D another name for a finger bowl, used fo wash your fingers oftor some courses 483