restaurant service prostart chapter 4. the two dimensions of quality service procedural personal the...
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Restaurant ServiceProStart Chapter 4
THE TWO DIMENSIONS OF QUALITY SERVICE
PR
OC
ED
UR
AL
PERSONAL
THE ARENA OF
QUALITY SERVICE
Room for Improvem
ent
© William B.Martin
Personal
Pro
ced
ura
l
THE FREEZER
© William B. Martin
THE FACTORY
Personal
Pro
ced
ura
l
© William B. Martin
THE FRIENDLY ZOO
Personal
Pro
ced
ura
l
© William B.Martin
QUALITY CUSTOMER SERVICE
Personal
Pro
ced
ura
l
©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