Off Premise CateringChapter 8 – The Show
The ShowImportance of Client Service
Role of the Supervisor
Table Setting
Buffets and Food Stations
Proper Service Techniques
The Importance of the off premise catering Kitchen
Client SatisfactionMeans repeat Business
4 of 5 dissatisfied guest will not complain to the caterer or a staff member
For every 10 dissatisfied guests, 7 will tell 20 others
Creating a Successful Event
Service must be efficient
In keeping with the event
Good Service is a matter of opinion or perception
Miscommunication is often at the center of any service problems
Common Service Complaints
Broken Promises
Rudeness
Indifference
Not listening
Negative attitudes
Basic Rules for A Customer Service System
People before paperwork
Always be courteous
Remember your manners
Train your staff to be responsive
Answer phones and return calls quickly
Deliver proposals promptly
Be flexible
Deliver what you promise
Food Quality is important but not the only thing
Caliber of the service staffTable decorationsAncillary services such as DJDid the event reflect well on them?Were the staff sincere
The Role of the SupervisorManagement by walking around
Oversees unloading of equipment
Ensures kitchen is stocked and ready
Directs counts of equipment and service items
Supervises set up team – Diagram
Sets up the “model” table
Ensures that event is set up at least 1 hour prior
Keeps service on schedule
The SupervisorShould have recipe cards and ingredients for all
foods
Meets with the client to go over the event, in detail.Complete discussion of menu and beverage
serviceThe Schedule of EventsRestroom locationsService proceduresVIPs or other notable guests and special
arrangements
During EventsKeeps the service on schedule
Staff get short breaks (depending on length of the event)
Walks the floor
Anticipate possible problems
Checks in with staff regularly
After the eventBreakdown can begin after the guests leave
Count all equipment, make sure it is loaded properly
Deal with leftovers according to contract
Bag trash and dispose of properly
Check out staff
Collect any balance due
Return safely to commissary
Meal ServiceHave the room set up at least 1 hour prior to
eventFood does not have to be out
Client is assured things are going to plan
Allows time to solve problems
Gives staff time for a break and to freshen up
Allows for a staff meeting/event review
Safety check on equipment
Table SetThe way the table is set will vary by:
Meal TypeStyle of ServiceFood being servedTime allowed for eventSpeakers, presentations
Serving ProceduresButlered Hors d’oeuvres
Know the name of the food and its ingredientsWarn if hot or spicyAlways smileCarry cocktail napkins in free handAlways return to kitchen with dirty glasses or dishesKeep the tray looking neat If food is to be served hot, return to kitchen in 5-10
minutesWhen the tray looks depleted, return for moreTry to take different paths when passing
Serving the meal Servers and Runners –
Russian Service English Service American Service
Service Serve food from left with left hand Always serve female guests first – oldest to youngest Clear from right using the right hand Serve beverages from right Never reach in front of guests Don’t make unnecessary noise Never touch flatware on the plate Replenish water glasses frequently Table numbers and unused place settings should be removed when all
guests are seated Don’t break down until guests have left
Serving the Meal - CoursesPour or serve beverages
Serve hot bread or rolls
First Course (if not pre set) Each course should take 15 -20 minutes to serve, eat
and clear
Following courses
The key to excellent service is excellent timing
Buffets and Food Stations
• One Buffet or food station per every 50 -75 guests• Each main dish will need 24” of space on the
buffet table• Skirt or cover the backs of the tables if they can be
seen• Bring extra bowls, props, utensils, dishes and
platters, especially chaffing fuel• Determine the system of replenishment
Hot DishesChafing dishes should be filled with water
(preferably hot) as soon as they are set up
Light Fuel at least 45 minutes before event
Be safe – have a fire extinguisher
Food must be kept hot – keep covered when not serving
Buffet ServiceInstruct staff on proper portion sizes – use
measured service items
Carvers should be instructed on the number of orders that should come out of a cut of meat
Servers who are cooking should know ingredients and procedures
Once a container is half empty – it should be replenished
Break DownNever break down food stations until directed by
the supervisor
Consolidation of duplicate stations, if done discreetly, is a good way to begin
If in doubt, check with client
Never break down tables or remove linens before all guests have left.
Next Week –
Quiz Chapter 4 & 8
Project Assignment - Interview