Restaurant ServiceProStart Chapter 4

THE TWO DIMENSIONS OF QUALITY SERVICE

PR

OC

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AL

PERSONAL

THE ARENA OF

QUALITY SERVICE

Room for Improvem

ent

© William B.Martin

Personal

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THE FREEZER

© William B. Martin

THE FACTORY

Personal

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© William B. Martin

THE FRIENDLY ZOO

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© William B.Martin

QUALITY CUSTOMER SERVICE

Personal

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©William B. Martin

Table Service American/German

Plate Service English

Family Style French

Cart Service Russian

Platter Service

Service StylesAmerican/Plate English/Family French/Cart Russian/Platter

Final Prep Kitchen Kitchen Table Side Kitchen

Menu Price Average $$ Average $$ Highest $$ Second Highest $$

Table Turn Average Quickest Most time Average

Space 15 sq feet per guest 18 sq feet per guest Small table, large aisle Larger Table

Quality/Portion Control Most Average, can give too much

Least Average, can give too much

Labor Cost Front Average

Back High

Front Average

Back High

Front Highest

Back Lowest

Front High

Back High/Average

Training Cost Low Lowest Back low

Front high

Lower than cart, but extra skill = extra $$

Table Cover

(table setting)

Primary course, salad, entrée 4 max

Primary course

Salad, entrée

Minimal 1st course only Set ahead for entire menu

Serve/Clean Serve left

Clear right

Guest serve Serve and clear right Serve and clear right

TablewareSpoons

TablewareForks

TablewareKnives

Server or Station Which of the following items should be

carried by the server and which should be found at the service station?

Matches Corkscrew

Menus Pen

Water glasses Silverware

Condiments Napkins

Service Sequence Welcome guest Place napkin in lap Pour water Present menu Inspire-Entice-Inform Take beverage/appetizer order Serve beverage/appetizer Take food order

Service Sequence Continued Remove appetizer dishes Serve breads Serve salads Remove salad dishes Serve entrée & accompaniments Check with guests Clear tables/crumbs Take dessert order Present guest check