- They should be knowledgeable about what theyre serving,
CHAPTER 1
QUALITY IN SERVING
- An evaluation of how well a delivered service conforms to the
clients expectations.
- Service business operators often assess the service quality
provided to their customers in order to improve their service, to
quickly identify problems, and to better assess customer
satisfaction.
- Matters of service and what constitutes good service are
subjective to be sure. In the end, the customers perception is
what counts.
Quality Guest Service
- Delivering quality guest service means creating a memorable
experience for every guest.
- Quality guest service is possible, only when we consider all of
the following aspects:
1. Understanding and anticipating each guests wants and
needs
2. Meeting and exceeding each guests wants and needs.
3. Helping coworkers meet and exceed each guests wants
and needs
4. Delivering quality service is not part of your job IT IS YOUR
JOB.
Indicator of Quality Service
The key factors that impact on service quality are as follows:
1. Tangibles refers to the physical representations or images
of service.
2. Reliability refers to the ability to perform the service
dependably and accurately.
3. Responsiveness is the willingness to help customers and
to provide prompt service.
4. Assurance is the knowledge and courtesy of staff and their
ability to inspire trust and confidence.
5. Empathy refers to the caring individualized attention
provided to the customers.
Quality Integration in Service
- A successful restaurant operation depends on both front-of-
the-house and back-of-the-house functioning smoothly to
ensure quality service.
- The kitchen is the center of production and must be run
properly, producing an excellent quality and presentation and
meeting costing goals.
- The heart of a service is the encounter between server and
the customer. It is were the emotions meet economics in real
time and where most people judge the quality of service.
G.U.E.S.T.
G = GREETING (a warm friendly greeting, introduce yourself)
U = URGENCY (approach the table as soon as possible, keep
hot food hot and cold food cold when delivering it to them, find
out as soon as possible if checks need to be split so when they
are ready to go they don't have to wait for you)
E = EYE CONTACT (use eye contact so you are not just stare
down at your order pad)
S = SMILE (encourage others to smile with your smile)
T = THANK YOU (sincerely thank for having them as your
guest as if you didn't have them, you wouldn't have any money
in your pocket or a job even)
Who Are You As F&B Service Personnel?
- Any great restaurant should be more than just providing good
foods it has to have great front-of-the-house too.
- A good server has to be so many things all at once efficient
and speedy, but also precise; attentive, but not overbearing;
presentable, with excellent personal hygiene and posture; and,
of greatest importance, you have to be able to communicate
well. Being able to listen properly is a key communication skill.
Theres nothing more frustrating for a diner than having to
repeat their requests.
know their menu inside out, and work as a team player with the
kitchen. They need to be able to sell - with confidence - the full
dining experience the restaurant has to offer.
Essential Attributes of Food & Beverage Service
Personnel
1. Personality Its fine to know the technical aspects of
service, but the guest puts more emphasis on the attitude and
personality of the server.
2. Team orientation Servers must be willing to participate in
a team effort. They have to be willing to contribute to the
guests satisfaction.
3. Technical knowledge of product Servers must have
thorough knowledge of products the food establishment have
to offer. They need to have tableside confidence.
4. Ability to read guests and anticipate their needs Some
guests wants lots of attention; others do not want to have their
conversation to be interrupted by a server.
5. Knowledge of the finer points of service.
Managing Ongoing Quality Service
1. Understanding the guest.
- The traditional demographic breakdowns age, race, gender,
and guests home locations
- The psychographic breakdowns of how the guests feel; what
their attitudes, beliefs, and values are; and what kind of
experience they need, want, and expect from the food
establishment to deliver
2. The guest experience
- Guest experience = service product + service setting +
service delivery system
- Unique yet similar: Even if the incidents and occurrences
were exactly the same, your experience with the guests would
be unique because the wants, needs, tastes, preferences,
capabilities, and expectations you bring to the experience are
uniquely yours and may change from day to day. The old
saying has it that You cant please every guest, but the food
establishment has to try, even though everybody is different.
CHAPTER 2
INNOVATION IN THE ARTS OF SERVICING
- A guest first impression can make or break a total dining
experience.
- Careful and thorough preparation of the dining area before
guest arrive is therefore essential.
Napkin Folding
- Comes from the word 'napery', a napkin is principally a small
square piece of linen or paper. Napkin is used with the purpose
of wiping ones hands and mouth, as well as providing
protection against spillages.
- Other than that, napkin can also be use to protects hands
from touch hot plate.
- It is usually placed on a persons lap but in some countries, it
is customary to tuck one corner of the napkin under the chin to
cover the whole of the chest area.
- The history of napkin started way back in Europe around
1400s on the tables of royalty, where they started to use
napkins made from warm or even perfumed cloth.
- At the beginning of the 1800s, napkins became part of the
middle-class lifestyle, mostly to protect the sumptuous dresses
during meals. This is the era when the folding of napkins as
decoration for dining tables began. The art really took off
around 1880 with the incoming prosperity of the Industrial
Revolution.
Napkin Sizes
- Napkins come in several sizes and in a wide variety of
materials, each size tailored to a specific use.
- E.g.: A beverage napkin is used when serving drinks and
hors doeuvres, like most cloth napkins, is square, about five according to the choice of drinks.
inches to each side. A luncheon napkin is a couple of inches - The four main parts of a glass are;
larger, and a dinner napkin larger still.
- The following list shows what size napkins are used for
various occasions: rim
1. Formal, Multiple Course, Meals
Large napkins (22 - 26 inches square)
2. Buffet Service Medium to large napkins bowl
(18 to 24 inches square or 12 x 22 inches)
3. Informal Dinners Medium napkins stem
(18 to 20 inches square)
4. Luncheons Smaller napkins foot
(14 to 16 inches square)
5. Tea Small napkins (12 inches square)
Mocktails Glassware
6. Cocktails Very small napkins
(9 inches square, 4 x 6 inches, or 6 x 8 inches)

- The theory, evidently, is that the more food and drink that is
served, the more potential there is for spillage. Thus, the
bigger the napkin must be to catch it!
- However, there are no basic rules regarding which is the
correct material, size, colour, and pattern as it depends a great
deal on taste and trends.
- There is often the tendency to match the colour to the
tablecloth, or to the furnishing and style of the dining area.
- The choice of colour and type of napkin may also be
influenced by the style and dcor of the dining room, as well as
the occasion or celebration taking place at the time.

Styles For Table Napkin Folding

Napkin Folding Ideas With Napkin Rings

- The usage of napkin ring or serviette holder started in Europe
during the Napoleonic period. Mostly used by middle-class
family as a way to identify who each napkin belonged to.
- The practical use of the napkin ring soon spread throughout
the western world and it is still widely used today and well
integrated as part of the table setting a good alternative to
napkin folding.
Mocktail
- Mocktail, an abbreviation for mock cocktail", are festive, non-
alcoholic party drinks.
- It refers to mocktail imitating a cocktail as it is very similar to a
cocktail but does not have alcohol or any other spirits.
- Many mocktails are cocktails that remove the alcohol. They
are usually made using juices, cream, sugar, honey, fruits,
herbs and/or soda.
- Mocktails are often offered for designated drivers, pregnant
women, or any party guests who choose not to drink alcohol.
Preparing & Serving Mocktails
- It is vital to ensure the glasses are clean, free from marks and
dust, free from cracks and chips and highly polished when
preparing mocktails.
- The glasses used for mocktails vary in size and shape
Essential Equipments
1. Jigger - Stainless steel thimble for measuring liquids. Sizes
vary from 5 175ml.
2. Boston Shaker - Consists of two cones which overlap when
fitted together used for mixing mocktails in.
3. Hawthorne Strainer - It is plated silver or stainless steel
with a flat base with holes and has an edge of rolled wire to
prevent spillage. Used for straining ice and fruit from the
Boston shaker.
4. Muddler/Long Handled Spoon - Used to stir mocktails, the
flat end or muddler it for crushing fruit
5. Blender - A blender is a means of blending ice and fruit with
other ingredients to produce smooth creamy textures.
6. Waiters Friend - Used for cutting foil from wine bottles,
opening wine bottles and beer bottles.
7. Muddler/Long Handled Spoon - Used for peeling the zest
from citrus fruits. The small sharp holes on the end of the tool
can be used to make shavings and the larger tooth to make
thin strips for fancy garnishes.
8. Tongs - Used for handling garnishes, fruit and ice. cover with the cup handled turned to the right.
9. Gas Torch - Is used to caramelise fruit garnishes. 11. When teaspoons are necessary, these are placed at the
10. Re amer - Quickly and effectively at juicing citrus fruits. right of the spoons or in front of the cover with bowls up.

Garnishes
1. Mocktail Stick A small pointed stick made of plastic or
wood and used for putting fruit on which are placed in a
cocktail.
2. Fruit Juices and Peels Use fresh fruit for drinks when
possible. When cutting lemon or lime peel never include the
white membrane of rind; shave off only the coloured surface
peel or zest.
4. Chilling and Frosting Glasses The simplest way to chill a
glass is to place it in the refrigerator for 30 minutes or freezer
for 5 minutes. To sugar frost a glass, chill it, then rub the inside
and top rim with a strip of lime or lemon peel. Dip the
moistened rim into a bowl of caster sugar, pause, lift the glass
out and tap it (this method is also used with salt for a drink
such as a margarita).
5. Ice Always use fresh ice to make mocktail.

The Art Of Food Plating & Presentation

Always Remember!
1. Always measure the correct amount of ingredients to ensure
the balance of the blend and taste.
2. Never overfill the mocktail shaker or mixing glass.
3. Always place ice in the shaker or mixing glass first.
4. Serve mocktails in a chilled glass.
5. Do not overfill glasses.
6. Add the garnish after pouring the mocktail.
Center Piece
- A center piece is an important item of a display, usually for a
table setting. It refers to any central or important object in a
collection of items.
- Center piece helps set the theme of the decorations and bring
extra decorations to the room.
- Typically, center pieces are often not too large, to avoid
difficulty with visibility around the table and to allow for the
easier serving of dishes.
- Major part of the decoration for a wedding reception, being
used widely at wedding receptions and also others event.
- Formal functions in Europe can sometimes have very
elaborate center pieces, which can span the entire length of
the table.
Types
1. Table centerpiece
2. One large centerpiece
Setting The Table
- It refers to the way a table is set with tableware such as
cutleries and tableware for serving and eating.
- The arrangement for a single diner is called a place setting.
- The practice of dictating the precise arrangement of
tableware has varied across cultures and historical periods.
Guidelines In Formal Table Setting
1.Table appointment must be placed one inch away from the
edge of the table.
2. The plate is placed at the center of the cover.
3. The knife is placed next to the knife with the bowl facing up.
4. The spoon is placed next to the knife with the bowl facing
up.
5. The fork is placed at the left side of the cover for not more
than three per cover, tines upward.
6. The napkin is placed next to the fork.
7. the glassware is placed just above the point of the knife.
8. The bread and butter plate used in informal dinners is laced
at tne tip of the fork, with butter spreader.
9. The salt and pepper shakers are placed between each
cover.
10. The cup and saucer are placed on the wide side of the
- Food plating is about the presentation of food to increase
desire and impress your diners.
- Part of serving great food is presentation it should appeal to
your mouth, nose and eyes.
- Hence, planning is essential for excellence in plate
presentation. Planning must not only include what will be on
the plate but also how the plate will be set up.
- The presentation must be sufficiently strong and stable so
that when food arrives at the table, it is presented in an
attractive and inviting way.
Five Basics Elements Of Plating
1. Highlight the Key Ingredient
Ensure the main ingredient stands out and pay equal attention
to the support. This refers to the other elements on the plate
such as garnishes, sauces and even the plate itself.
2. Get the Right Portion Size
Ensure there is the right amount of ingredients and the plate
complements the dish, not too big or too small. Strike the right
proportion of protein, carbohydrates and vegetables to create a
nutritionally balanced meal.
3. Balance the Dish
Play with colours, shapes and textures to ensure diners are not
overwhelmed. The presentation should never overpower
flavour and function.
4. Keep It Simple
Select one ingredient to focus on and use space to simplify the
presentation. Clutter distracts from the main elements of your
dish and might confuse the diners on what to focus on.
5. Create a Framework
Start with drawings and sketches to visualise the plate. Find
inspiration from a picture or object. Assemble a practice plate
to work on executing your vision.
Sauces
- Sauces need to be carefully napp so that the correct amount
is served in the right place.
- Any spills should be immediately wiped with a fresh, clean,
damp cloth. Always wipe towards the spill and check that there
are no signs of the spill remaining.
- Always check plates from several angles as the direction of
light in the restaurant may be quite different from yours. Re-
plate a meal again or replace it if the spillage is too difficult to
clean.
Garnishes
- Garnishes serves as an accent to perk up or highlight the
colour of the main dish. Its meant to enhance and match the
flavours of the dish, not overpower it. These are some simple
guidelines to applying garnishes:
1. Refrain from stacking garnishing on one corner of the plate.
2. Provide a flash of colour and shapes by arranging the
garnishes around the main dish.
3. Garnishes should always be edible so avoid using parsley
flowers, lemon twists, cinnamon sticks or raw herbs.
4. Garnishing should be applied quickly to ensure the food
arrives at the table warm.
Classical Plating
- The classical plating technique uses the three basic food
items of starch, vegetables and main in a specific
arrangement.
- A simple guide to a classical plating is to think of the plate as
the face of a clock.
Main: Between 3 to 9 oclock
Starch: Between 9 to 11 oclock
Vegetables: Between 11 to 3 oclock
Temperature
- In general hot food is served on hot plates, cold food is
served on cold plates, frozen food may be served on chilled
plates. Warm salads are generally served on cold plates.
- Plates should be sufficiently hot to stay hot and keep food hot
for the time that a diner would complete eating a dish. The
plate should not be so hot that food would be cooked or that
sauces would boil on the plate unless the dish is a sizzling
plate dish designed to sizzle food (usually made of cast iron).
Plates that are kept too hot are very difficult for staff to handle.
- Hot sauces should be held and served above 85C. Warm
emulsion sauces are held and served between 30-37C.
Plate Selection
- The importance of the plate selection should not be
underestimated. To achieve a well presented dish, the plate
must be in harmony with the food and the garnishes. Also keep
in mind that the plate must be appropriate for the type of food
being served.
Setting Restaurant Atmosphere
The Importance Of Good Ambiance
- People are attracted to a restaurant by more than just good
food. It is a place to see and be seen not just a place to eat.
Thus, the way people feel while in the restaurant is fairly
important.
- Atmosphere is made up of everything that makes an
impression on people. The building design, decor, interior color
scheme, texture of the walls, service, and the food create the
atmosphere.
- People want a dining experience, an escape from problems
and everyday routine. The atmosphere should project a feeling
of friendliness and comforting, yet attractive and interestingly
different.
- The atmosphere is remembered long after the meal is
finished. For the restaurant owner this means repeat
customers and, hopefully, a profitable operation .
Lighting
- The use of natural light during the day is always preferable:
This saves money, has psychological benefits and allows color
discernment.
- Lighting can create the mood of a space. When people look
good and feel attractive, they tend to return for repeat visit.
Effective lighting most crucial element is balance. If a room is
too bright, too soft, too deeply shadowed, or too
homogeneously lit, it wont feel comfortable.
- Artificial lighting is usually the least planned element of the
atmosphere A restaurant needs varying levels of light intensity.
- Bright lights are needed by the staff for cleaning the dining
area. The breakfast trade desires a moderately high level of
lighting to keep them awake and allow for the reading of the
morning newspaper.
- A moderate level of lighting is needed at noon to stimulate a
fast turnover of customers.
- A low intensity of light creates a leisurely, intimate
atmosphere conducive to evening dining. To create these
atmospheres, use a rheostat to control the lighting.
Colours
- Dining room color combinations can make people hungry,
depressed, happy, agitated, eat fast, or eat leisurely. Changing
the color scheme of a dining room can noticeably increase (or
decrease) business. Color can be used to change the shape
and add interest to the rooms.
- A single solid color in a room is monotonous and boring. Use
a mixture of warm and cool colors. Two opposite colors on the
color wheel, such as green and red or yellow and violet results
in a very pleasing combination.
Green & Blue: Cool colors. Calms and relaxes excited people.
Makes time seem to pass quickly. Tends to encourage
conversation, most suitable for small areas, hot climate and
daytime use. Sometimes negative affects on food display.
Red: Suggests passion, excites, stimulates, can be used for
food display, enhances the skin. Should be used in small areas
because makes the room smaller. Red & Black is a classical
combination. Enhances the appetite. Makes time seem to pass
more slowly.
Yellow: Cheerful. Feeling of warmth. Boosts morale. Suggests
sunlight, particularly appropriated for breakfast areas.
White: White walls in fine dining areas are psychologically
negative and uninviting, but colored walls stimulate food sales.
White is very effective when harmonized with other colors.
White walls encourages turnover in fast food units.
Violet & Purple: Tends to lend elegance and sophistication.
Royal.
Orange: Friendly, Brown: Relaxing, Gray: Depressing
Tables & Chairs
- Round tables are very popular for fine dining room because
it allows guests to converse with all other guests seated at the
table without difficulty.
- Square & rectangular tables can accommodate groups,
when the tables are pushed together.
- Fixed banquette seating gives a sense of privacy.
- Type of seating used depends upon your needs and space
optimization.
Type of Dining Room Tables for 2 Tables for 4/more
Schools Cafeteria 30 % 70 %
Business Restaurant 60 % 40 %
Family Restaurant 25 % 75 %
Hotel Restaurant 60 % 40 %
Cafe, Tearoom 80 % 20 %
Curtains & Window Shades
- Curtains and window shades are both functional and
decorative. They offer a sense of privacy and protection from
the sun.
- They should complement the architectural style and theme of
the restaurant and can relieve the monotony of the shape of
the room. The color, style, and material of curtains must
enhance the atmosphere, but not draw undue attention.
- They should also be able to provide a feeling of warmth and
coziness. In addition, fit large windows with insulating curtains
could conserve heat in the winter and lower the cost of air
conditioning in summer.
Ceilings
- Historically, ceilings were lavishly decorated with intricate
patterns and designs. Today, ceilings are often neglected,
large blank surfaces. However, much can be done with ceilings
to complement the theme and decor of a restaurant.
Height:
- 2.5m (minimum), for small areas, creates sense of
oppression in large areas. Difficulties may arise in ventilation
and air distribution.
- 3m. Appropriate for small to average size room.
- 3.5m and more, produce impersonal space, may give a sense
of grandeur and occasion (banquet).
- The ceiling should not call attention to themselves, but relate
and contribute to the general theme of the restaurant. They
can successfully add to the general atmosphere if they contain
the color, pattern, and subject of the total design scheme.
Floor
- Everyone entering a restaurant has direct contact with the
floor. Customers consciously look at the floor to see how clean
it is.
- The color, texture, material, and design of the flooring must
complement the total atmosphere of the restaurant. It must
blend in with and add to the theme of the restaurant without
calling attention to itself.
- Carpeting is widely used today in all types of restaurants. It
adds warmth and a sense of luxury as well as deadening
sound. Carpeting will usually have a more comfortable feeling
if it is of a darker color than the surrounding walls. In general,
the color of the carpet and walls should be from the same color
family.
- Vinyl floor tiling is available in a myriad of styles, sizes.
-- Advantages of resilient tiles are its durability, economy, ease
of installation, and simple maintenance. Many fast-food chains
use ceramic tile flooring because of their easy maintenance
and extreme durability. The noise from walking on ceramic tile
creates an exciting atmosphere.
-- The disadvantages of ceramic tile are its initial cost and the
commitment to one type of flooring for the life of the building.
- Terrazzo is a flooring material made from chips of marble,
onyx, or other rock embedded in cement or certain chemical
compounds. It is usually poured in place and ground and
polished to a uniformly textured surface. A terrazzo floor is
extremely durable and permanent. It requires very little
maintenance. Terrazzo is ideal for heavy traffic areas and
where customer turnover is high.
- Wood flooring offers many, variations in color and pattern.
Wood flooring is available in four forms: strip, plank, parquet,
and fabricated wood blocks. Wood flooring can be finished in
different ways. They can be stained, bleached, streaked,
varnished, waxed, or painted.
-- The durability of brick, slate, and stone makes their use as
flooring well suited for high traffic areas such as entrance
ways. As in tiling and terrazzo flooring, customers' footsteps
will be more noticeable than on carpeting. Plus, the longevity
and initial high cost must be considered to use brick, slate and
stone as flooring.
Acoustic
- The sounds of a restaurant are part of its atmosphere.
Kitchen noises, customer voices, traffic noises, and dishes
bussing all add to the atmosphere.
- Noise in a dining area is not always undesirable. People who
work in quiet places, or are lonely, may seek out noisy
restaurants. Business people will sometimes seek a noisy
restaurant to conduct business so they will not be overheard.
- A noisy surrounding can create a special atmosphere which
sets people at ease and stimulates people and makes them
eat faster. However, before changing the sound patterns of
your restaurant know your customers' needs.
Music
- A good music system, proper musical selection and proper
volume have a positive effect on the success of a restaurant.
An inadequate sound system can be a major factor in the
failure of a restaurant.
- The correct type of background music (slightly louder than the
ambient sound) puts customers in a good mood and helps
make the staff more relaxed and efficient.
- Foreground music, loud enough to be easily heard over the
ambient sound of the room without interrupting conversation, is
used in most type of cafes.
- Recreational music, loud enough to dominate the atmosphere
of the room is used for bars and discotheques.
- The higher alcohol sales in a restaurant, the greater the
customers toleration and need for louder music!
Exterior Design
- The function of the exterior design is to attract customers and
invite them in to eat. The exterior design should reflect the
character of the locality, but be different enough to attract
attention.
- People are naturally suspicious and hesitant upon entering a
new restaurant. They are looking for some indication, either
positive or negative, as to the quality of the restaurant before
they enter.
- Signs, parking area, landscaping, design and color of the
building, windows, curtains, view of the inside, lighting, flowers
or plants, and type of door will all be closely scrutinized.
- Fine Dining Exterior may suggest exclusiveness with a
traditional faade and a modest sign. The emphasis is on
elegance and good taste. Windows should be usually draped
to provide privacy. The main feature of awareness is an
impressive entrance and a sophisticated menu display.
- Caf Exterior: Large windows to show the style.
- Restaurants catering to children and young families often
use bright colors on the exterior to attract attention. Bright
colors reflect a happy, friendly, comfortable feeling, and
indicate that families are welcome.
- Quick Service (fast food) Exterior: Entrance should be
large and open, as well as the windows to create a visual link
between the exterior and the counter (because chain
restaurants rely on brand identification).
Effective Communication Between Servers & Guests
1.Introduce yourself.
- Make eye contact with the customers after they are seated
and promptly introduce yourself. This starts the conversation
out on the right foot, leading to better tips on average, and
gives them a polite way to get your attention later.
2.Stay polite, friendly and helpful, even to angry
customers.
- When speaking to customers, always use respectful terms of
address such as sir, ma'am, and miss.
- Act friendly and positive, and make your customers feel as
comfortable as possible.
3.Respect the customer's personal space.
- Never sit down at the table to take an order.
- Don't shake hands or hug unless you are personal friends
with the customer, or you are shaking hands to greet them as
per restaurant policy.
- Other physical interactions depend on the atmosphere of the
place you work, and whether you are a man or woman.
4.Personally advise the customer about their order.
- If a customer asks for advice, be prepared to answer
whatever questions they have or recommend your favourite
dish in each category. If a customer orders a dish that gets a
lot of complaints, try to recommend another option.
5.Accommodate any reasonable request your customers
make.
- Many people have serious reasons to avoid certain
ingredients, including potentially fatal allergies. If you aren't
familiar with every dish on the menu (which you should be), do
your best to find out for them how it is prepared.
6.Repeat the order back to your customers.
- It will gives the customer a chance to correct any mistakes or
change their mind.
7.Check on your customers regularly and give them
updates.
- Give them a specific time estimate if they ask how long the
food will take, whenever possible.
- Stop by to refill your customers' glass whenever it gets low, or
to ask if they'd like to purchase another for non-refillable drinks.
8.Clear old dishes promptly but not without talking to the
customer.
- Always ask whether the customer is finished before removing
dishes with food on them. If there is a lot of food left, ask
whether the food was alright.
9.Befriend your regulars.
- When someone sits in your section more than once, take the
time to get to know them. Remember their names and favourite
drinks, where they work etc. Make them feel like they are going
to a restaurant to visit a friend: you!
10.Don't assume the customer wants the check, but don't
leave them waiting either.
- Ask if there is anything more you can get for them, and that
will open the opportunity for them to ask for dessert, a take-out
item/bag, or the check.
CHAPTER 6
QUALITY SERVICE: MANAGEMENT ROLES AND
RESPONSIBILITIES
Defining Service Standard
- When developing service standards, the organization should
consider its resources and expected level of demand for
regular day-to-day service operations
- A written set of customer service standards will not only
provide an organization with a set of goals, it will set
benchmarks that can be used to monitor and improve service
standards.
- Service standards serve two key purposes:
1. To provide staff with performance targets.
2. To inform clients what to expect.
Characteristics of a Good Service Standard
1. Relevant to customer
- Service standards are consistent with customer priorities and
address aspects of the service they value most within available
resource allocations.
2. Based on consultation
- Service standards are developed in consultation with clients,
managers, staff, and other partners in service delivery to
ensure that they are meaningful and match the organization's
mandate.
3. Measurable
- Service standards are quantifiable and linked to monitoring
activities.
4. Ambitious but realistic
- Service standards are realistic, based on analysis and
consistent with objectives, yet sufficiently challenging to
service providers.
5. Communicated
- Service standards are clearly communicated to clients,
employees, and other stakeholders to help manage
expectations.
6. Transparent
- Service standards are monitored and reported to senior
management, and performance results are published to ensure
transparency and client trust.
7. Continuously updated
- Service standards are regularly reviewed and updated as
appropriate.
Functions of Management
1. Planning
2. Staffing
3. Organizing
4. Controlling
5. Directing
Steps Involved in Staffing Process 1
1. Manpower Requirement
It refers to the process of estimating the manpower
requirement of an organisation. The focus of the manpower
planning is to get right number of qualified people at the right
time.
2. Recruitment
Recruitment is the process of finding and attracting suitable
applicants for employment.
3. Interviewing
Interviews seek to identify certain behavioural characteristics
that determine successful employment practices.
4. Selection
Selection refers to the process of choosing the most suitable
person from among the list of interested candidates to fill the
vacant job position. It involves going through the qualification
and experience of all candidates and matching them with the
expectation for the job so as to decide on the most suitable
ones for the job.
5. Placement
It refers to selected candidates joining the positions in the
organisation for which they have been selected. The
appointment of every candidate is followed by a record of
particulars of employment. It serves a useful purpose on many
occasions like selection of employees for training, promotion,
increments etc.
6. Induction
Induction is the process of introducing new employees to the
organisation. A proper induction programme is likely to reduce
his anxiety on how to cope with the work and how to become
part of the organisation and helps in development of a
favourable attitude towards the organisation and the job.
Managing Employee Schedules
- Effective labour scheduling is important to employee morale. -
- Employees whose shift preferences are met in scheduling are
more likely to be involved, to perform better, and to deliver
better service than are employees who feel unhappy with the
schedule.
- In labour scheduling, restaurant managers face dual
challenges:
-- Overstaffing: excessive labour costs
-- Understaffing: invites the opportunity cost of service errors
and lost business.
Planning a Restaurant Dining Room
- A restaurant dining room is more than just tables and chairs.
- It is the most important area in the front-of-the-house,
regardless what type of restaurant it is.
- It sets the tone and the ambience of the restaurant.
- A good restaurant dining room design and layout sets the
scene for the guests' dining experience and separates one
restaurant from the rest of its competitors.
Planning a Restaurant Dining Room
1. Types of Restaurant
2. Density of Customers
3. Restaurant Design
4. Restaurant Wait Station
5. Hostess Station
Types of Restaurant
1. Casual Dining Ethnic
2. Fast Food
3. Caf
4. Fine Dining
5. Fast Casual Dining
Density of Customers
1. The layout plan should be based mostly on the comfort
of the guests.
- E.g.: Fine dining restaurants which cater the upper class
income, it may be wise to provide more space between the
tables since these restaurants dont really rely on the number
of people per day.
2. Leave adequate space between tables!
- Although more seats means more guests can be
accommodated, but their convenience is also must be
prioritized.
Restaurant Design
- The design of a restaurant should be a balance between a
welcoming ambience and maximum seating capacity.
- In other words, you want to pack in enough customers to
keep busy and turn a profit, while at the same time making
them feel comfortable.
- It depends on the types of restaurant. Casual dining, for
example, have more seating capacity while the fine dining
restaurants tend to focus more on ambience.
Restaurant Wait Station
- A crucial part of any well-planned restaurant dining room is
the placement of the wait station.
- A good wait station should be accessible to staff, but invisible
to guests. Wait stations should be stocked with coffee,
glassware, silverware and napkins, and condiments.
- A portable wait station is easier to be moved to fit the
restaurants needs, instead of trying to relocate a table into a
less desirable area of the restaurant dining room.
Hostess Station
- It is usually the first area a guest sees, it should be neat and
free of clutter.
- The actual host station itself can be as simple as a tall
counter or podium or something with a little more character,
such as a roll top desk.
- The host station is also a good spot to put a POS system, if
the host is in charge of taking to-go orders or putting in drink
orders.
Running An Efficient Kitchen Operation
- An efficiently run kitchen will able to prepare and cook;
-- The right amount of highest quality food for the required
number of people
-- Food ready within waiting time
-- Maximize the usage of ingredients that already available
- A kitchen with a large brigade of chefs can offer an
extensive dinner menu as long as the majority of the mise-en-
place is prepared during the day.
- A kitchen with a smaller brigade will need to offer a smaller
menu with dishes that can be assembled quickly. This will
ensure that even chefs with few skills will be able to work
efficiently in a systematic manner.
How To Run An Efficient Kitchen Operation???
1. Effective Work Flow
2. Working Methods
3. Kitchen Supervision
4. Brigade de Cuisine System
Brigade de Cuisine System
- It is an organizational hierarchy for professional kitchens
developed by the legendary French chef, Georges-Auguste
Escoffier.
- Influenced by his experience in the French army, Escoffier
modelled his Brigade system on the military hierarchy.
- This system was based on a strict chain of command and a
separation and delegation of tasks to a host of different kitchen
workers. In the brigade, every man has a job and there is a job
for every man.
- The idea was to avoid duplication of effort, and to help
facilitate communication between the various staff members.

Controlling & Organizing Foodservice Est.

- It is a roles that involves food service manager.
- Managing a food service establishment requires a thorough
understanding of systems.
Working Methods - Effective food service managers are skilled at multitasking
- An efficient kitchen is one in which the chefs prepare and and paying close attention to a range of processes while also
cook the food in the minimal time to the highest standard arranging and motivating individuals performing that take as
with the least effort. control and organizing the operation.
- It is essential that a kitchen adopts a methodical and
economical method of working by: Controlling & Organizing Foodservice Est.
-- Ensuring all kitchen equipment is fully operational. 1. PURCHASING AN INVENTORY
-- Working systematically. 2. PREPARATION
-- Preparing the mise-en-place thoroughly to ensure the follow- 3. FOOD SAFETY
on of a smooth and efficient service. 4. PERSONNEL
-- Following a clear, continuous work plan, as opposed to a
haphazard one. Dishes requiring long preparation or cooking Purchasing an Inventory
should be started first. - Food service managers are responsible for making sure
that kitchens need to have enough inventory on hand to
Kitchen Supervision produce enough product.
- A kitchen will only operate efficiently if it has clear leadership - Also involves knowing how much ingredients in stock to
from the head chef, or in his absence, the sous chef, and, predict how fast the current stock will quickly go through
where appropriate, chefs de partie. the inventory.
- The head chef must be able to make the kitchen work - It is important not to overstock perishable items in order
efficiently and effectively; to minimize waste.
a. Communicate - Food service managers are also responsible for making
b. Co-ordinate, sure that inventory is properly rotated in order to keep
c. Delegate ingredients optimally fresh. First in first out order.
d. Motivate
e. Organize Preparation
f. Initiate - Processes that can be initiated in advance in order to use
g. Mediate production time most efficiently.
h. Inspire -For example, when preparing burgers, the patties may be
i. Make decisions shaped and the bread may be sliced in advance, but the
burgers should not be cooked and the buns should not be
warmed until the customer places his order, so that the final
product is appealing and served warm.

Personnel
- Motivating and coordinating a team of employees
- Time is critical in many aspects of food preparation and
service, playing into everything from profitability to quality:
If it takes too long to prepare the products, then payroll costs Breakfast Setting
will be too high and if food is overcooked or undercooked it
may be unappealing or even unsafe.
Learn team's individual strengths and weaknesses, and also
study every nuance of the production process.
Schedule staff thoughtfully and monitor processes
meticulously to maximize quality and minimize down time.

Food Safety
1. Implement HACCP!
2. Enforce a cleaning schedule that includes daily tasks as well
as periodic deep cleaning.
3. Make sure that equipment is working well enough to keep
hot foods sufficiently hot and cold foods sufficiently cold.
4. Train staff thoroughly so they understand the importance of
food safety protocols, as well as the specifics of temperature
control and safe food handling.

What is HACCP??? Lunch Setting

- Hazard Analysis Critical Control Points
- Food safety system
- Prevent disasters such as foodborne illness outbreak from
occurring.
- Proactive approach to control every step in the flow of food.
- Goal: to stop, control & prevent problems that impact the
safety of food
- Has 7 principles

7 Principles of HACCP
1. Conduct a hazard analysis
2. Determine the critical control points (CCPs)
3. Establish critical limits
4. Establish monitoring procedures
5. Identify corrective actions
6. Establish verification procedures
7.Establish record-keeping & documentation procedures

AMERICAN SERVICE What Meaning Of American Service?

History Of American Service
- The American rules of etiquette were shaped by 17th century
European society and by military etiquette.
- Influenced of French Royalists came to America following by
French Revolution
- Thomas Jefferson-traveled to France, interest in French
foods and wine
- American service was rudimentary and rustic
- Americas democratic society didnt highly regard serving
traditions European immigrants located in major cities but most
appreciated in financial and professional aspects of service.
- This type of service is commonly used in a coffee shop where
service is required to be fast.
Formal Setting
- A method of serving hotel or restaurant food, in which
portions of food are placed on plates in kitchen (except for
bread and butter and salads which are served on the table) by
the establishment's employees and served to each guest by a
waiter or waitress.
- The accompaniments served with the dish and then balance
the entire presentation in terms of nutrition and colour.
Table Services
- Serves normally take customers order selected from the
menus or their equivalent
- The food will deliver to the customer seated at their table.
- American, French and English service.
-- American service is a command service style which most
guests and banquet operations are familiar with.
Styles Of Service
- Plated Service: Food is plated in the kitchen and served to
guests.
- A la Carte Service : off the menu service. Guests are
provided a menu as they are seated. Due to the time and cost
constraints, the appetizer, salad and dessert are preselected
selected for all guests.
Table Setting
Table Setting Procedures
1. There are many standards to follow in American table
service. There is a proper place for the settings, food is put on
the plates in the kitchen, and clearing of table ware is done
from left to right
2. Serving the Table- Most upscale dinners will include 5
courses, encompassing an appetizer , soup, salad, entree,
and dessert.
3. Many formal restaurants practice the open hand service
method, which means that a servers arms are never to be
crossed in front of a guest, and food is always served from the
guests left side.
4. Plates should be rotated when being served so the protein
of a dish is facing the guest, as opposed to a vegetable.
5. Clearing the Table- There are some signs to gauge when
customers are done with their meals in fine dining restaurants.
6. Napkins will be put back on the table, and cutlery is often
placed in a vertical position on top of a patrons dinner plate. If
customers need to get up from the table to use the restroom,
or make a phone call, napkins are placed on the chair to
indicate the meal is not yet finished.
7. Removal of plates should always be conducted from the
right of the guest, as this is industry standard. For meals with
multiple courses, empty glasses and plates should be cleared
prior the arrival of the next course.
FRENCH SERVICE
Introduction
- A Gueridon was a piece of furniture that was found in
French homes, similar to what we might call a sideboard. This
would be positioned in the dining room of a home and would
hold most of the equipment used at the table, crockery, cutlery,
glassware etc.
- Gueridon service was originally known as French Service
and involved serving large joints of meat, poultry, game and
fish. This food would be displayed on a sideboard or side table,
then carved or portioned by service staff allowing guest to have
as much or little as they wished.
- Dating back to the Edwardian era, Gueridon (pronounced
girradon) is a specially designed service trolley from which
food may he carved, filleted, flambed, or prepared and silver
served to the guest. This form of service in Australia is
normally found in higher class establishments, yet throughout
Europe and parts of the United States varying forms of
gueridon service can be found in all types of restaurants and
hotels.
Types Of Gueridon Trolleys
1. Flamb trolleys
- These trolleys are primarily used to cook food items,
commonly using a flamb or saut process
2. Hot carving trolleys
- These trolleys primarily are used to keep cooked meat warm
and to provide sufficient space for meat to be carved and
plated
3. Hors doeuvres trolleys
- Assemble or display small items or entrees preceding main
meals
4. Dessert trolleys
- These trolleys may be used to display and carve different
dessert, fruit and cheese dishes. They are normally used to
visually tempt customers are opposed to playing an active role
in the cooking process of desserts.
5. Liqueur trolleys
- These trolleys are used to prepare and display a range of
beverages either to be served during the meal, such as wine,
or at the end of a meal. This can include specialty coffee.
Advantage Of French Service
1. The guest will receive a great deal of attention and making
them feels importance.
2. The services provide is extremely elegance and they feels
like receive royal treatment.
3. It commands higher price than other forms of service
4. The guest enjoy with new experience
Disadvantage Of French Service
1. French service the one of expensive services
2. Slow service
3. It requires a bigger dining room space to make French
service
Equipment & Utensils
1. Carving
Carving knives, Carving fork, Steel, Carving board, Spoons
and meat forks, Any service crockery, cutlery or vessels,
Ladles for serving sauces and accompaniments, Service towel,
and Towel for cleaning trolley.
2. Sauting
Service set, Copper or other appropriate pan, Service towel,
Cooking utensils, Serving cutlery, crockery and dishes,
Matches
3. Filleting
Service set, Fish spatula, Service towel, Knife, Scissors,
Tweezers-Used to remove small bones
4. Salad
Service set including salad spoons and forks, Knives or
scissors, Plastic or wooden salad bowls, Service towel, Pepper
grinder, Pans and cooking utensils
5. Dessert
Pans, Cooking utensils, Service set including forks and
spoons, Wooden cutting board to slice fruits, Service towels,
Service plates
Need For Safety Equipment
- Fire extinguishers or fire blankets, Knowledge about location
and operation of shut off switchespower, water, gas, steam,
LPG, Gloves, aprons, facemasks and protective goggles,
Appropriate small equipment, thermometers, First aid kit,
Knowledge of emergency procedures
Table Setting Of Gueridon Service
Set Up Gueridon Trolley/Table 5. Unfold napkin.
6. Take beverage order(ice or warm water).
7. Serve the water (ice or warm water).
8. Take beverage order (juice, soft drinks, sparkling, wine).
9. Ask the guest if they ready for their first course.
10. Clear the menu.
11. Serve the beverage order (juice,soft drinks, sparkling,
wine).
12. Serve the appetizer.
13. Clear the appetizer.
14. Crumbing the table.
15. Serve bread (soft roll, garlic bread, cheese stick).
16. Serve the soup.
17. Clear the soup and the bread and butter (BB) plate.
18. Crumbing the table.
Item In Gueridon 19. Serve the main course.
1. GUERIDON TROLLEY 20. Clear the main course and salt and peppershaker.
- There will be a gas hob, chopping board, cutlery drawer, cold 21. Crumbing the table.
store (depending on the trolley type) 22. Serve the dessert.
2. RECHAUD Halfway through the dessert ask the guest if they want coffee
- Small heater that is on a small portable table or tea.
24. Serve the coffee and tea.
Who Handle Gueridon Trolly And Specification Job 25. Clear the dessert.
1. Chef De Rang/ Chief Waiter 26. Crumbing the table.
- will completes all the preparation on gueridon beside the 27. Present the bill when guest ask for it.
guests table includes Boning, carving, flaming or making sauce 28. Give back the guest his or her change and the receipt.
are done in the gueridon in front of diners. 29. If the guest is standing from his table, pull the chair for the
2. Commis De Rang/Assistant Waiter guest.
- will carries the plate and serves each guest also as a chef de 30. Escort guess to the door.
Rang helper. His job to bring the food and clear the dirty dishes 31. Wish the guest thank you and please come again.
from the guest table

Method Serves Food To Customer Using French Service ENGLISH SERVICE

1. Put the clean plate in front of guest
2. Offer to customer before put a bread on the plate English and Family Service
3. Put the food using fork and spoon, Start with left sides of All food cooked in kitchen.
customer Plates are preset and food is carved and put on plate by host
4. Put all food in one plate then
guests serve themselves sides.
French Service Server can use sideboard and plate all food for guests.
Family style food is put on table and guests serve
1. All beverages are served from the silver tray, from the right
themselves.
by the right hand side of the guest. Advantages
2. All food served from the right by the right hand side of the casual dining, guests control portions, less service skill
guest, bread and butter should be serve on the left by the left needed
hand side of the guest. Soup should be served from right by Disadvantages
the right hand side. less formal, may run out of food, no presentation
3. All empty plates should be clear from right by the right hand
side of the guest.
4. All items are removed from the right hand and are carried
DIFFERENCE
away by the left hand side. Except items that are placed on the American Service - Plate Service
left side of the guest. All food cooked and plated in kitchen.
5. Silver tray should be used for removing glasses, cups and Serve from left result of limited staff
saucers. Advantages
6. Never serve dishes, plates directly from a large tray or casual dining, portion control, less service skill needed
Disadvantages
remove them directly on to a large tray. Trays have to stay on
less personal, guests can not choose portion
the sideboard, station or table before served the food.
7. Never stock plate on the table in front of the guest. French Service -service la franaise
8. Serve ladies, elder person and children first. The host of the Louis XIV -1680
party should be served LAST. 3 courses cooked mostly tableside
Cooked from a Guridon
Service Sequence Advantages
1. Greet the guest with the smile. elegant, showcases food, high check average
Disadvantages
2. Usher/ Lead the guest to the table.
need highly trained staff, high labor costs, capital investment
3. Seat the guest.
4. Offer the menu.