glencoe culinary essentials chapter 5 customer service chapter 5 customer service 1 it is important...

Glencoe Culinary Essentials Chapter 5 Customer Service

Chapter 5 Customer Service

1

• It is important to know how to provide quality customer service.

• Quality customer service can bring back satisfied customers.

Section 5.1 Service Basics



2

• Quality customer service from the service staff goes a long way toward establishing a restaurant’s reputation among potential customers.

The Service Staff

reputationThe overall quality or character of a person or business.



3

• Service team members:• The host is in charge of the reservation

system and keeps track of the waiting line.

The Service Staff

hostThe employee who greets the customers by smiling warmly and welcoming them.

reservationAn arrangement to have a table held for a customer at a specific time.



4

• Service team members:• The server represents the operation, sells

the menu, uses time and motion wisely, and receives correct payment.

The Service Staff

serverThe service staff member who has the most contact with the customers.



5

• Service team members:• The busser serves bread and water, and

clears and resets the tables.

The Service Staff

busserA foodservice worker who helps maintain an inviting table and keeps the service station stocked with supplies.



6

• Service team members:• The cashier is often employed at busy,

informal, or family-style restaurants.

The Service Staff

cashierThe employee who correctly reads the amount of the bill, processes the payment, and makes change.



7

• All service staff should have: • a positive attitude.• a neat, clean appearance.• good communication and teamwork skills.• thorough job knowledge.• the ability to resolve customer complaints

positively.

Service Skills



8

• Ice Makers• Always use a metal or plastic scoop.• Do not leave the scoop in the ice.• Do not use the ice to chill food or

other objects.

Beverage Service

Can you think of other situations where you might work with ice scoops?



9

• Cold beverage equipment includes soft drink machines using the bag-in-the-box or the tank system.

Beverage Service

bag-in-the-box systemA cardboard box with a bag of concentrated soda syrup inside.

tank systemA system where two plastic lines are connected to each carbon dioxide tank in a soft drink machine. One leads to the CO2 tank and allows it to pressurize the soda syrup. The other line permits the soda to pass to the dispensing gun.



10

• Hot beverage equipment includes coffee makers, espresso machines, and tea makers.

Beverage Service

espressoA beverage made by forcing hot water and steam through finely ground, dark-roasted coffee beans.



11

• The servers have a key role in how the customer rates his or her dining experience.

• This section will teach you about the role of servers and how their duties should be performed.

Section 5.2 Serving Customers



12

• The server plays a key role in how the customer perceives his or her dining experience.

• The server makes sure the cover is clean, greets customers, and serves the beverages and/or water first.

Opening Service



13

• When taking the order:• Greet customers.• Take beverage

orders first.• Use numbered

positions to remember orders.

• Sell the menu.

Opening Service



14

• Three ways to place an order in the kitchen:• write out a customer check• recite the order from memory• use a computerized point-of-sale system

Opening Service

point-of-sale systemA system involving a computer that has either a number or a button code for each item on the menu that sends the order to the kitchen.



15

• Advantages of point-of-sale computer technology are: • fewer errors • increased efficiency • better marketing• theft reduction

Opening Service



16

• Most restaurants use hand service in serving the order, which requires more teamwork.

• Tray service is used primarily in banquet service.

Serve the Order

hand serviceBringing dishes to the table without using a tray.

tray serviceBringing dishes to the table at the same time on a large tray.



17

• There are separate guidelines for serving each of the six courses in a meal:• bread, appetizer, soup, salad, entrée,

and dessert

Serve the Order

appetizerA small portion of hot or cold food meant to stimulate the appetite that is served as the first course of a meal.



18

• During the meal, the server should check with customers to see whether they are satisfied.

Serve the Order



19

• Accurately list and check charges on the check.

• Give the check to host of the party or place it in the center of the table.

• Tips are given for good service and based on 15% to 20% of the check total.

Calculate Customer Checks

Have you ever had to evaluate the service skills of others?

glencoe culinary essentials chapter 5 customer service chapter 5 customer service 1 it is important...

Documents

customer service chapter

quality customer service

service station

service team members

service staffhostthe

customer complaints

beverage servicebag

hot beverage equipment