Banquet Service Techniques Dining Room Service Manual 2a3ss
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Banquet Service Techniques Dining Room Service Manual By Rooms on 6-5-2010 19:25 last edited BANQUET OBJECTIVES Preparation and service of food for the dining public is an excellent way to practice classroom lecture/demonstrations in a ―live‖ atmosphere. The quality of food is one reason why the public enjoys dining at the culinary school. However, good food served poorly detracts from the experience and is often the determining factor whether a guest will return to the restaurant. When surveyed in restaurant publications, guests state their number one reason for not returning to a restaurant is poor service. In this course it will be our goal to learn the skills required to provide quality service that will often exceed the guests’ service expectations. Banquet Nights allow an opportunity to practice the basics of professional service: (a) Anticipating and satisfying guests needs (b) Etiquette and dining room rules of service (c) Carrying large and small service trays (d) Proper servicing of food and beverage (e) Communicating effectively (f) Learn and implement basic managerial duties-staffing, floor plans, guest lists, seating and directing service flow BANQUET SYNOPSIS Reservations are placed and paid for in advance. Guests are seated at tables of four to twelve persons, with two to three parties potentially
sharing the same table. This allows for more seating space and somewhat simplifies the flow of service. Even though several parties may be seated at the same table, the table is served as one, with the only exception being wine and beverage service. Various personnel positions are used in banquet service. We will utilize the following: Front Server, Back Server, Server’s Assistant, Floor Managers. REQUIRED EQUIPMENT/TEXTS (1) Wine Opener (2) Crumber (3) Dining Room Service Handouts Ink Pen Uniform SPECIFIC RESPONSIBILITIES INCLUDE: HOST/MANAGER: Assigns server side work and service positions; supervising set-up and mise en place Prepares floor, table and guest seating Assists as needed in checking in, seating and wine procurement during seating Assists in timing and service of the menu Bids guests farewell and thanks Assist in and supervises closing side work Processes guest payment and collection of gratuities FRONT SERVER: Responsible for all wine and after-meal beverage service Explains each course to all guests as served Assists in the service of each course Assists as needed in the replenishing of bread, butter and water Assists in the clearing of each course Bids guests farewell and thanks
Opening and closing side-work BACK SERVER: Serves bread, butter, and water (When there are no server assistants assigned) Replenishes bread, butter and water throughout service (When there are no server assistants assigned) Carries (with trays) menu courses from the kitchen Is responsible for the mise en place for coffee service (When there are no server assistants assigned) Assists in clearing each course Carries trays with soiled dishes to kitchen Assists Front Server Opening and closing side-work SERVER: Serves bread, butter, and water Replenishes bread, butter and water throughout service Is responsible for the mise en place for coffee service Assists in the service of each course Assists in clearing each course Carries trays with soiled dishes, flatware and glassware to kitchen Assists Front Server Opening and closing side-work DINING ROOM PREPARATION Because of the timing for banquet service, we preset the necessary flatware on the table before service for most courses. The theory behind presetting multiple course settings is to speed up service and to provide the server with more time to better meet the guests’ needs in other areas. The procedure for using flatware is to utilize the utensils from the outside of the place setting in. The appropriate flatware is set according to menu and course order. At banquets, in addition to presetting all dinner flatware, dessert flatware, and coffee cups/saucers and bread and butter plates and butter knives are also preset. In addition, each table is preset with a napkin, printed menu, salt and
peppershakers, sugar caddies, and lamps. Nearer to the time guests are seated, water, butter and baskets of bread will be preset on the tables. MENU PREPARATION FOR BANQUET SERVICE Following Dining Room preparation and mise en place, the Chef Instructor, Guest will give menu course descriptions to the servers. Course examples may also be available for tasting. Preparation of the menu presentation is part of a server’s general responsibility and, more importantly, will help you feel more comfortable when describing menu selections to the guests. Each item must be briefly described using the following guidelines: Major ingredients, the main item of the course, sauces, accompaniments and garnishes, should be explained. Predominant spices and seasonings should also be included. C. Describe the preparation. The item may, for example, be braised, broiled, baked or poached. Any additional information detailing the importance of this dish to the overall ethnic cuisine may be added at this time. OUTLINE OF SERVICE FLOW SEQUENCE OF SERVICE A. Completion of mise en place following student meal break and the Chef’s meeting (Usually around 6:00 p.m.) B. Guests are seated at 6:30 p.m. C. Front server immediately begins wine service for the guests at their assigned tables. D. Back servers and/or server assistants serve bread unless it is preset. E. Back waiters pick up courses from the kitchen as directed to do so by the instructor or T.A.. The team will serve the courses according to ―wave service sequence.‖ F. The courses are served (women first and from the right side of the guest with the right hand) after which the front waiter explains each course to the guests. G. Repeat E and F, according to ―wave service sequence‖ until all tables served. H. All-Recheck needs of guest. I. All-Clear the table. J. All- Help transport soiled plates to the dishwashing station. Clean each tray following soiled plate removal.
K. The next course is served L. Continue the same sequence for each following course. M. Crumb the table. N. Serve coffee or tea. (No specialty beverages.) O. Serve dessert. P. Clear dessert. Q. Continue beverage service. R. Clear the tables as the guests leave. Comment cards and an instructor will collect gratuities that are left on the table. SEQUENCE OF SERVICE/BANQUET A. After dinner break, complete the following items: 1. Recheck tables for accuracy in settings 2. Fill water glasses and place on settings (at 12:00 and iced to the rim), for each place setting. 3. Place portioned butter on table - 2 for seven or more people. 4. Light lamps. 5. Practice menu descriptions with instructor and fellow students following the Chef’s meeting. 6. Place doilies in pocket. (Used for coffee service) 7. Obtain 2 side towels. 8. Fill ice buckets 2/3 full of ice and then ½ full of water and stored near bar area. 9. Fill baskets with sliced bread and place on tables At or before 6:30, the guests are seated. Front servers will be stationed near their tables, waiting for their guests. Guests are seated at predetermined tables; keep in mind that many tables may contain more than one party. Do not accept wine at this time. C. The Front Server must determine, by party if necessary, the orders of wine service. The exact service of wine may be hard to determine consequently wine must be handled as the guests request it. Sometimes-alternate beverages should be offered if no wine has been brought. D. The Instructor will coordinate the pick-up time for all courses with the Chef. When the kitchen is ready for service and the dining room guests have received their beverages, the instructor will inform servers that service will begin. The Back servers will assemble in the kitchen in preparation for ―wave‖ service and as indicated on the Expeditor’s Service Flow Sheet. As the Back Servers gather in the kitchen to pick up the food, the Front Servers should recheck their tables to ensure they have bread, butter and wine or beverages. This is also the time to review your menu presentation. The Chef or instructor will inform the Back Waiter to which table the trayed food is
to be delivered. E. The course will be served from the right of each guest with the server’s right hand, with ladies served first. When all guests have received their food, the Front Server will stand at the head of the table and with the guests’ attention he/she will recite the menu description. If the entire table was unable to hear, it may be necessary to go to the other end of the table and recite it once again. The Back Server will help to replenish water, bread and butter throughout service and as needed. F. The ―wave service sequence‖ will continue until all tables are served. G. The Front Server should constantly recheck wine, iced water, beverage refills, flatware, and bread and butter. If all the tables are served, the Back Server will also assist in rechecking the above. H. All tables must be served before the kitchen will serve the next course. The instructor will inform all servers when the next course is to be served. I. When all the guests at the table have finished the course, the back and front servers will clear the course and all preset flatware used or not for that course onto large oval trays. It is important to visually check each guest’s place setting to ensure the proper flatware is available for the next course. An (STP) serviette is always used to deliver flatware to the table. J. The Back Server then carries the balanced tray of soiled dishes and flatware to the kitchen and clears the tray into the dishwashing area. All flatware is gently placed in the soaking bin and plates are placed gently through the dishwasher’s window. All trays should be wiped with the towels provided in the soiled dish window. Soiled napkins should be placed in the linen bin next to the bread warmer or below the First Aid Kit. K. Continue the sequence for each course. Either the main course or a salad course will be served prior to the dessert course. When clearing for that course, clear bread plates and butter knives, butter, breadbaskets and salt and peppershakers. L. Removing bread and butter plates will make scraping away crumbs, or crumbing, much easier. Crumb the table into a side towel before taking the tray of dishes into the kitchen. Check for dessert flatware and remove empty glasses. M. Before serving the dessert, offers the guest’s coffee, decaf, or hot tea. Half-and-half will be brought to each table, with two creamers for parties of 7 or more. Sugar should already be on the table but should be visually checked for potential refill. Both Front and Back Servers will perform coffee/tea service. N. After coffee service has been completed, serve the dessert course and provide established course description.
O. Clear dessert course. P. Continue to serve water and beverages until the guests depart the Dining Room. Q. As the guests begin to leave, clears water glasses and all remaining beverages and flatware. Comment cards and gratuities should remain on the table and be brought to the attention of the instructor. Tablecloths, flowers and lit candles must remain on the table until all guests have left the room. Begin completing the closing sidework assigned to you by the instructor. R. After all guests have left; closing side work is completed. OPENING SIDEWORK/BANQUET SERVERS A. GROUP I 1. Set tables and chairs according to seating plan. 2. Ensure enough space in between tables for comfortable seating. 3. Clean table bases and chairs with a red-striped towel. 4. Clean crumbs off chairs and vacuum carpet 5. Place tablecloths on tables, label side down. Make sure tables are level and steady. Clean salt and pepper shakers, fill, place on tables. Salt should face east, with corners of shakers touching. 7. Clean sugar containers, fill, place on tables. Sugar packets should face one direction. 8. Polish lamps and refill fuel. 9. Polish wine buckets. Prepare the wine stands with a side towels. Before leaving for dinner and after folding napkins (below), fill buckets with ice and place in bar area. 10. Clean oval and cork trays. 11. Work with Group II on setting tables. 12. Fold menus and place on tables. 13. Fold napkins. B. GROUP II 1. Clean and polish flatware for place settings and backups. 2. Set tables with flatware according to set-up sheet. 3. Clean and polish coffee cups and saucers. Place on tables, cups turned downward, with handles at 4:00. 4. Clean and polish bread plates, place on tables. 5. Turn on the bread warmers, the top and bottom drawers, to 180°. The middle drawer should be set at 120°. 6. Polish tray stands and distribute in designated serving areas. 7. Place napkins with artichoke folds in breadbaskets (per reservation). 8. Fold side towels. 9. Fold menus. 10. Fold napkins.
C. GROUP III 1. Assist GROUP I in setting tables. 2. Clean and polish (leave right side up on shelves): All purpose wineglasses according to instructions, based on reservations. Champagne glasses according to instructions, based on reservations. When Dining Room is empty, place all glassware on shelves in service station. Polish water glasses and turn right side up in rack for icing. 3. Make 3 serviette plates. 4. Fold napkins.
1. SERVICE STATION/KITCHEN (a) Make iced tea according to reservations. (Instructions in Orientation Section of Text.) (b) Clean counters. (c) Obtain dots for wine service; place in bar area. (d) Ensure coffee warmers are plugged in service station. (e) Polish 7 chrome pots and place in service station. (f) Place half the supply of cork trays in the service station and the other half at the beverage station. (g) Polish underliners (5‖ plates) and ensure supply of doilies. (h) Ensure that there is an ample supply of seeded lemons in good condition and that they are divided into two containers for each station: one for backup and one small container to be placed next to the hot tea pot warmer. Keep covered in dishes and keep refrigerated until service. Place a small supply by the hot teapots. (i) Set a silver pot on burners in service station for hot tea. (j) Set all carafes for ice water service in service station and bar area (divided). (k) Ensure rolling ice bin in service station is filled with ice. (l) Set liners and a supply of doilies by the hot tea warmer in the kitchen. (m) Polish beverage glasses and divides between stations (amount based on reservations). (n) Make sure there are 4 fresh containers of half- &-half in the reach in and open each one. Check for freshness by pouring a little cream into a hot cup of coffee. 2. BEVERAGE STATION (Set for service depending on guest count) (a) Clean counter. (b) Confirm half supply of cork trays is on the bar.
(c) Polish beverage liners and ensure supply of doilies. (d) Ensure coffee warmers are plugged into the wall sockets. (e) Polish two chrome pots and place in beverage station. (f) Ensure limes are cut and in good condition; place in two containers—keep refrigerated until service. (g) Place one ice bowl and ice scoop in both beverage and service station. (h) Ensure small supply of straws in beverage and service station. (i) Fold napkins. 2. BEVERAGE STATION (Continued) (j) Place containers with sanitizing solution in bread, service and beverage stations with red-striped towel for cleaning. (k) Comment cards Using a pencil, place the following information in the back right-hand corner of each comment card: Date B (BANQUET) and table number, example: B-1 Complete the number of cards needed for each table. Place the comment cards underneath top rim of B&B. GENERAL SERVICE GUIDELINES A. BEVERAGES 1. Beverages are served from the right. 2. Round trays are used to deliver and clear beverages. 3. Ensure all cups and teapots are free of stains. 4. Coffee, water and wine are replenished automatically. 5. Handle glasses by the stem and beverage glasses by the lower third of glass. 6. Specific beverage service: Regular and Decaf Coffee Coffee cup and saucer with doily (handle set 4:00) Teaspoon Sugar Half and Half Iced Tea Liner with doily and lemon Iced teaspoon Sugar Hot Tea Tea pot (warm—handle towards the guest)
Liner under teapot with doily and lemon Coffee cup with sauce (handle set at 4:00) Teaspoon Sugar Half and Half (on request only) TO OFFER HOT TEA: 1. Show guest tea box with selections. 2. After the guest chooses a tea bag, take bag and box back to service station. 3. Teapot with lid, liner with doily and lemon, coffee cups saucer, sugar and teaspoon. 4. Place tea bag into teapot and pour boiling water on top to fill teapot, top with lid. 5. Bring set up to guest. Soda Any beverage that requires a wedge of fruit (club soda w/lime) must be served on a liner (5-inch plate) with a doily. For example: a diet coke with a request of fruit. Available-Coke, Diet Coke, Sprite, Pink Lemonade, Club Soda. Iced Coffee Iced teaspoon Half and Half Sugar Liner with doily B. WINE SERVICE The Server at the table performs wine Service. (1) Equipment Needed a. Corkscrew b. Ice bucket with wine stand c. Side towel d. Red and/or white wine glasses (2) Presentation and Handling or Wine It is important that still or sparkling wine is handled with care, as in the case of red wine, sediment present in the bottle will not be disturbed. For champagne, handling with care is important so that no wine is expelled when opening.
The wine is first cradled in a side towel with the label in full view. The bottle is then presented to the host, on his/her right, for inspection. Upon approval, the Server is then ready to uncork and serve the wine within full view of the guests. (3) Uncorking a Still Wine a. With the blade of the corkscrew, cut the lead seal, just below the first lip of the bottle. Turn the knife, not the bottle, to complete the cut. Discard the removed lead in your apron’s pocket. b. With the side towel, wipe the exposed lip free of debris. c. Insert the screw (also called the worm or helix) into the center of the cork. With the lever in place on the bottle’s lip, pull the cork out just slightly. Now make one or two more additional turns of the screw, leaving two rings of the screw in view close to the bottom of the cork. (Take care not to pierce the cork.) Pull cork out slowly and steadily, trying not to pop the cork. d. Wipe the inside and outside of the lip, trying not to allow debris to fall into the bottle. e. Remove the cork from the screw and present it to the host. Place the cork to the right of the host’s wineglass. (4) Uncorking Sparkling Wine or Champagne a. Carefully remove the foil hood. If the bottle is the new design (no lead), omit. b. Using a side towel, corner the top of the cork, pointing away from the guests and you at a 45-degree angle. While holding the cork down with your thumb, loosen the wine clasp. Grasp the cork and wire clasp with the side towel firmly. Rotate the bottle slightly while removing the cork. Once you feel the cork slip, give it back pressure. Do not pop the cork so that gas escapes gently and without popping. Once the cork is removed, it is only reinserted if the wine is taken from the premises. c. Release the cork gradually so that gas escapes gently and without popping. d. Wipe the lip clean of debris. (5) Pouring the Wine
a. Pour a 1-2-oz. portion for the host to taste. b. Upon the host’s approval, begin pouring for women first, then men, and finally the host, moving in a counterclockwise manner. Pour only from the right of the guest. The wine is poured slowly from a point just above the lip of the glass. The glass is filled to one-half of its volume. Hold the bottle firmly from the bottom of the bottle with the label always in full view of the guests. c. Rotate the bottle slightly as you complete each pour. This helps to avoid spilling the final drops of wine. Never allow the bottle to touch the rim of the glass. d. Wipe the lip, sides and bottom of the bottle with the side towel before placing the bottle on the table for red wine. This side towel should remain folded and placed along side the bottle of red wine. For champagne or white wines, the bottle is kept in the wine bucket with a side towel. e. The server should be attentive in wine service, keeping wine to at least one-half full of the guest’s glasses. f. After all the wine has been served, remove bottles, wine buckets, and empty glassware. Never turn empty bottles upside-down in the wine bucket. C. FOOD SERVICE Food is served from oval trays. If there are more than six people at the table at a time, it may be necessary to use two trays to serve the course, particularly the main course. In that instance, the server assistant or other servers will help serve the trays to the dining room. The plate covers are removed before placing the plates on the table. Remove plate covers without using a finger in the lid’s vent. To place the plates correctly in front of the guest, turn the main course toward you at 6:00 and hold the side towel in your left hand. Pick up the plate at 9:00 with the left hand and serve from the left. Place the plate so that the rim of the plate is ½-1 inch from the edge of the table. In order to accomplish this, glassware may need to be moved. Serve all the women first. Food is served clockwise; women first then men.
Soups and other liquids (beverages) are served from the right with the right hand. D. CLEARING Tables are cleared when everyone at the table has completed that course. Remove soiled dishes from the right with the right hand, unless placement of dishes is already on the guest’s left. Plates and flatware are cleared onto large oval trays. If flatware was not used and was placed on the table to use with that course, remove it to keep the table neat and organized. Clear all soiled dishes and beverage glassware from the right. Clear all empty beverage glasses with a small tray. If coffee has been ordered and another beverage is on the table, ask if that beverage may be removed after they receive their coffee. Nothing should be stacked on plates in front of the guest at the table. Flatware should be taken off the table individually, not placed on plates while still on the table. Divide types of china into separate stacks, with all flatware placed together on the tray. This helps to eliminate the chances of china falling off the tray. This also helps in balancing the trays while carrying them, reduces noise in the dining room, and is easier to clear when taking the dishes off the tray at the dishwashing station. Plates and glasses are placed gently through the window at the dishwashing station, located in the kitchen. Plates, flatware, and glasses are placed in the window in the designated areas for each. It is dangerous to leave dishes on the ledge. Trays, with or without plates, should be removed from the window as soon as you finish clearing it. Clean the tray before leaving the dishwashing station with a towel provided in the window. B. WINE SERVICE The Server at the table performs wine Service. (1) Equipment Needed a. Corkscrew b. Ice bucket with wine stand
c. Side towel d. Red and/or white wine glasses (2) Presentation and Handling or Wine It is important that still or sparkling wine is handled with care, as in the case of red wine, sediment present in the bottle will not be disturbed. For champagne, handling with care is important so that no wine is expelled when opening. The wine is first cradled in a side towel with the label in full view. The bottle is then presented to the host, on his/her right, for inspection. Upon approval, the Server is then ready to uncork and serve the wine within full view of the guests. (3) Uncorking a Still Wine a. With the blade of the corkscrew, cut the lead seal, just below the first lip of the bottle. Turn the knife, not the bottle, to complete the cut. Discard the removed lead in your apron’s pocket. b. With the side towel, wipe the exposed lip free of debris. c. Insert the screw (also called the worm or helix) into the center of the cork. With the lever in place on the bottle’s lip, pull the cork out just slightly. Now make one or two more additional turns of the screw, leaving two rings of the screw in view close to the bottom of the cork. (Take care not to pierce the cork.) Pull cork out slowly and steadily, trying not to pop the cork. d. Wipe the inside and outside of the lip, trying not to allow debris to fall into the bottle. e. Remove the cork from the screw and present it to the host. Place the cork to the right of the host’s wineglass. (4) Uncorking Sparkling Wine or Champagne a. Carefully remove the foil hood. If the bottle is the new design (no lead), omit. b. Using a side towel, corner the top of the cork, pointing away from the guests and you at a 45-degree angle. While holding the cork down with your thumb, loosen the wine clasp. Grasp the cork and wire clasp with the side towel firmly. Rotate the bottle slightly while removing the cork. Once you feel the cork slip, give it back pressure. Do not pop
the cork so that gas escapes gently and without popping. Once the cork is removed, it is only reinserted if the wine is taken from the premises. c. Release the cork gradually so that gas escapes gently and without popping. d. Wipe the lip clean of debris. (5) Pouring the Wine a. Pour a 1-2-oz. portion for the host to taste. b. Upon the host’s approval, begin pouring for women first, then men, and finally the host, moving in a counterclockwise manner. Pour only from the right of the guest. The wine is poured slowly from a point just above the lip of the glass. The glass is filled to one-half of its volume. Hold the bottle firmly from the bottom of the bottle with the label always in full view of the guests. c. Rotate the bottle slightly as you complete each pour. This helps to avoid spilling the final drops of wine. Never allow the bottle to touch the rim of the glass. d. Wipe the lip, sides and bottom of the bottle with the side towel before placing the bottle on the table for red wine. This side towel should remain folded and placed along side the bottle of red wine. For champagne or white wines, the bottle is kept in the wine bucket with a side towel. e. The server should be attentive in wine service, keeping wine to at least one-half full of the guest’s glasses. f. After all the wine has been served, remove bottles, wine buckets, and empty glassware. Never turn empty bottles upside-down in the wine bucket. C. FOOD SERVICE Food is served from oval trays. If there are more than six people at the table at a time, it may be necessary to use two trays to serve the course, particularly the main course. In that instance, the server assistant or other servers will help serve the trays to the dining room. The plate covers are removed before placing the plates on the table. Remove plate covers without using a finger in the lid’s vent.
To place the plates correctly in front of the guest, turn the main course toward you at 6:00 and hold the side towel in your left hand. Pick up the plate at 9:00 with the left hand and serve from the left. Place the plate so that the rim of the plate is ½-1 inch from the edge of the table. In order to accomplish this, glassware may need to be moved. Serve all the women first. Food is served clockwise; women first then men. Soups and other liquids (beverages) are served from the right with the right hand. D. CLEARING Tables are cleared when everyone at the table has completed that course. Remove soiled dishes from the right with the right hand, unless placement of dishes is already on the guest’s left. Plates and flatware are cleared onto large oval trays. If flatware was not used and was placed on the table to use with that course, remove it to keep the table neat and organized. Clear all soiled dishes and beverage glassware from the right. Clear all empty beverage glasses with a small tray. If coffee has been ordered and another beverage is on the table, ask if that beverage may be removed after they receive their coffee. Nothing should be stacked on plates in front of the guest at the table. Flatware should be taken off the table individually, not placed on plates while still on the table. Divide types of china into separate stacks, with all flatware placed together on the tray. This helps to eliminate the chances of china falling off the tray. This also helps in balancing the trays while carrying them, reduces noise in the dining room, and is easier to clear when taking the dishes off the tray at the dishwashing station. Plates and glasses are placed gently through the window at the dishwashing station, located in the kitchen. Plates, flatware, and glasses are placed in the window in the designated areas for each. It is dangerous to leave dishes on the ledge. Trays, with or without plates, should be removed from the window as soon as you finish
clearing it. Clean the tray before leaving the dishwashing station with a towel provided in the window. E. ALCOHOL SERVICE POLICY IN THE DINING ROOM Servers of alcohol at the Dining Room at Kendall College will be required to attend an alcohol service seminar as part of the Dining Room Service class Following this seminar, servers will expect to know and understand: 1. Rules, regulations and guidelines in the careful and responsible service of alcohol. 2. Recognizing signs of intoxication. 3. Techniques used to monitor and intervene through the various stages of intoxication. 4. Importance of communicating behavior changes and situations involving guest’s consumption of alcohol. 5. Need for documentation of incidents involving the service of alcohol. The Dining Room at Kendall College is a teaching/dining facility, which uniquely allows the guest to bring alcohol to the school. It is necessary, therefore, to serve alcohol carefully and responsibly. When a guest is thought to be under age, proper and authentic identification will be required. When two or more signs of intoxication appear, the guest/guests will no longer be served alcoholic beverages. Remaining beverages will be removed and kept from the guest. The beverages will be returned no sooner that the following day. Alternative modes of transportation will be offered to guests, i.e., a taxi (864-7500), designated driver at the table, etc. However, if a guest refuses and proceeds to drive him or herself, the police should be notified. Alert an instructor as soon as it is apparent that there is a problem with a guest as it pertains to the service of alcohol. The instructor, along with two witnesses, will explain our alcohol service policies to the guests in question. When it is necessary to prevent a guest from consuming any further alcoholic beverages, the following steps must be taken: 6. Approach the guest in a firm but tactful manner. Avoid being judgmental. Avoid using words or phrases that show a lack of respect for the guest. Use courteous language that emphasizes your concern for the guest. 7. Try to enlist the aid and of others in the guest’s party in encouraging the guest to comply with the alcohol service regulations.
8. Communicate any and all situations to the instructors, TA’s, and fellow servers. 9. Document the occurrences you have observed. Be sure to include date, times, names, a detailed description of events and steps that were taken, by you or by others. Obtain, if possible, a witness’ as well. GROUP 1
Set tables & chairs per floor plan. Clean crumbs off chairs and vacuum. Place tablecloths. Clean & place salt & pepper shakers. Clean & fill sugar container & place on tables. Clean & refill lamps & place on tables. Polish wine buckets. Prepare wine stands. Clean oval & cork trays. Work with Group 2 on setting tables. Fold menus and place on tables. Fold napkins. Fill wine buckets with ice before you leave for dinner. Check iced tea supply – make more if needed. Clean counters in bread slicing area and service area. Polish underliners (5‖ plates) an ensure supply of doilies. Check supply of ceramic tea pots find more if needed. Ensure ice machine in service station is filled with ice.
GROUP 2
Clean & polish flatware. Set tables with flatware per diagram. Clean & polish coffee cups & saucers and place on tables. Clean & polish bread plates & place on tables. Polish tray stands and place. Place napkins in bread baskets. Fold side towels. Fold menus. Fold napkins. Ensure that there is an adequate supply of seeded lemons in service area
Set 3 carafes for ice-tea in service area. Clean counter in bar area. GROUP 3
Assist Group 1 in setting tables. Clean & polish wineglasses and place in service station. Clean & polish water glasses, place right side up in racks for icing. Make serviette plates with dessert fork & spoons. Make serviette plates with back up silverware. Place napkins in bread baskets. Fold napkins. Polish beverage glasses & place in service area. Make sure that there are 6 fresh containers of creamer in cooler in service area. Polish beverage liners and ensure supply of doilies Ensure a small supply of straws in service areas Place containers with sanitizing solution in bread, service & bar areas with wonder wipe for cleaning. Fill out comment cards and place under top rim of B & B plate. Set liners & doilies by the hot tea warmers in kitchen. Chapter 7
Coffee Breaks A big part of any in-house catering operation is the delivery and set-up of coffee breaks. It can for a considerable portion of an operation's total sales and an even larger percentage of profit. While the basics of setting up a coffee break seem rather straightforward, setting a break properly---and within time constraints----requires an established methodology. In higher volume operations, where you might be dropping 30 or 40 breaks an hour (many of them with food), you must have a method that keeps the idea of flow in its proper perspective. Let us examine what it takes to win the battle of the break. 1. Establish Standards Once again, documenting your procedures is an important first step in maintaining consistent quality with your final product. A few simple guidelines can go a long way. You must answer the following questions:
Do you set your breaks left to right, right to left, or from the door in? (Or does it depend on how you expect the guests to flow through the room?) Where do you place your coffee cups and condiments? Do you place food items before beverages? Are your cups placed before the ice and the beverages after? With china services, how many tray jacks should be set out, and where should they be placed? And the list goes on. 2. Staging The key to managing a good coffee break operation is staging. By staging, I mean the process of getting all the supplies you need in the right location, stored with some sense of organization, and then working from your BEO's to stage your services well before they are delivered. Coffee breaks are much like room service; you must leave the set-up area without forgetting any item you might need to properly service the BEO requirements. Forgetting something as simple as a spoon for the whipped cream can cost you a round trip to the cage, which could take another 30 minutes. Even worse than forgetting something on your way to the room is running totally out of supplies in the middle of a relentless rush. How can you prevent such a crises? Chapter 4
Setting the Room
For many, it is the design and set-up of the dining area which provides the greatest impact to the guests and the biggest sense of creative expression to the caterer. Indeed, setting an elegant room can make
an impression that can last for many banquets to come. But setting a room properly, particularly when the size of the party gets much beyond a couple hundred, can also be more challenging than one may first suspect. Putting together a dining area which makes the best possible impact, while keeping the room serviceable, and more importantly, not wasting all your profit margin on set-up, is a task that requires good planning and years of experience. Buffets
Buffet design and set-up can be one of the most creative and impressive aspects of catering. It can also be costly, time-consuming and confusing. We will discuss several techniques for managing the buffet set-up process. that within any plan, your food should always remain the primary focus. 1. Using Diagrams Almost all banquet operations make use of diagrams when mapping out a room set-up. Diagrams are extremely useful tools when communicating your plans to your clients and your service staff. Many operations have drawings of their most common table sets (with numbers or labels), to speed up the planning process. There is plenty of software available to make the diagramming process fast, fun and efficient. Once the actual table drops are finalized, one can arrow in the exact locations to place the food. that the table design flows from what is on the menu, and the table location flows from the room in which they are set, the number of guests, the timing of their arrival and departure, and the actual inventory of table shapes available. It is wise to know exactly how many of each type of table is available for a specific function. Standard Banquet Tables
Never lose sight of functionality (FLOW!). Always walk the table set in your mind as though you were the guest. Be sure everything flows logically and naturally. Addendum 2 shows the dimensions of the basic banquet tables you will find in your inventory. Addenda 3 and 4 show examples of room layout and individual buffet diagrams. 2. Creative Elements Once you have determined the table locations , their shapes, and some sense of where the food will be placed, you will use your creative ability to create a stage on which to do feature your food. Listed below are some of the most common techniques in bringing to fruition creative designs.
FB Service Syllabus Topics
Introduction
The Restaurant
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Type Of Restaurant
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Breakfast The Cover Beverage Service
14.Taking an order
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude
Skill
1. 2. 3. 4. 5. 6.
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle
7. Opening a champagne bottle 8. Cleaning a glass 9. Holding stem glass
10.Folding Napkin
Banquet Operation Syllabus Topics
Introduction
The Banquet
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Banquet Segment
3. Job Description banquet waiter 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.
Basic Etiquette for Banquet Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service The Cover Meeting Room Layout Banquet Event Order Meeting Room Package
15.Table Manner
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Skill
Holding Service Spoon & Fork Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass Holding stem glass Banquet set up Folding Napkin
11.Carrying, Folding & Setting Banquet Equipment
Topics
Bar Introduction
Description 1. 2. 3. 4.
Introduction Type Of Bar Organization Chart relation With Other Department
5. Qualification and duties Of Barman
Bar Equipment
1. Bar utensils 2. Bar Glasses 3. Bar Supplies
4. Bar Layout
Bar Product
1. Service Rules 2. Non Alcoholic Beverage 3. Alcoholic Beverage
4. Wine
Skill
1. 2. 3. 4.
Discipline Cost Reducing Carving Briefing
5. Team Work
Knowledge
1. 2. 3. 4.
Grooming Briefing Preparation For Service Safety
5. Sanitation & Hygiene
1. Ability to Overcome resistance Manual 2. Willingness to Service 3. Cheerful attitude
Attitude
4. Tact and initiative
Topics
Introduction
Room Service
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Characteristics of Room Service
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Room Service Area The Cover Beverage Service Handling the Room Service Order Room Service Record Control
16.Service Material
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude
1. 2. 3. 4. 5. 6. 7. 8.
Skill
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass
9. Folding Napkin
Room Service Syllabus Topics
Introduction
Room Service
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Characteristics of Room Service
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Room Service Area The Cover Beverage Service Handling the Room Service Order Room Service Record Control
16.Service Material
Attitude
1. 2. 3. 4. 5.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors
6. 7. 8. 9. 10.
Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude 1. 2. 3. 4. 5. 6. 7. 8.
Skill
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass
9. Folding Napkin
Bar Operation Syllabus Topics
Bar Introduction
Description 1. 2. 3. 4.
Introduction Type Of Bar Organization Chart relation With Other Department
5. Qualification and duties Of Barman
Bar Equipment
1. Bar utensils 2. Bar Glasses 3. Bar Supplies
4. Bar Layout
Bar Product
1. Service Rules 2. Non Alcoholic Beverage 3. Alcoholic Beverage
4. Wine
Skill
1. 2. 3. 4.
Discipline Cost Reducing Carving Briefing
5. Team Work Knowledge
1. Grooming
2. Briefing 3. Preparation For Service 4. Safety
5. Sanitation & Hygiene
Attitude
1. Ability to Overcome resistance Manual 2. Willingness to Service 3. Cheerful attitude
4. Tact and initiative
What is the difference between banquet service and restaurant service? Banquet service would entail people serving themselves (buffet), restaurant service should entail being served by a waitstaff
sharing the same table. This allows for more seating space and somewhat simplifies the flow of service. Even though several parties may be seated at the same table, the table is served as one, with the only exception being wine and beverage service. Various personnel positions are used in banquet service. We will utilize the following: Front Server, Back Server, Server’s Assistant, Floor Managers. REQUIRED EQUIPMENT/TEXTS (1) Wine Opener (2) Crumber (3) Dining Room Service Handouts Ink Pen Uniform SPECIFIC RESPONSIBILITIES INCLUDE: HOST/MANAGER: Assigns server side work and service positions; supervising set-up and mise en place Prepares floor, table and guest seating Assists as needed in checking in, seating and wine procurement during seating Assists in timing and service of the menu Bids guests farewell and thanks Assist in and supervises closing side work Processes guest payment and collection of gratuities FRONT SERVER: Responsible for all wine and after-meal beverage service Explains each course to all guests as served Assists in the service of each course Assists as needed in the replenishing of bread, butter and water Assists in the clearing of each course Bids guests farewell and thanks
Opening and closing side-work BACK SERVER: Serves bread, butter, and water (When there are no server assistants assigned) Replenishes bread, butter and water throughout service (When there are no server assistants assigned) Carries (with trays) menu courses from the kitchen Is responsible for the mise en place for coffee service (When there are no server assistants assigned) Assists in clearing each course Carries trays with soiled dishes to kitchen Assists Front Server Opening and closing side-work SERVER: Serves bread, butter, and water Replenishes bread, butter and water throughout service Is responsible for the mise en place for coffee service Assists in the service of each course Assists in clearing each course Carries trays with soiled dishes, flatware and glassware to kitchen Assists Front Server Opening and closing side-work DINING ROOM PREPARATION Because of the timing for banquet service, we preset the necessary flatware on the table before service for most courses. The theory behind presetting multiple course settings is to speed up service and to provide the server with more time to better meet the guests’ needs in other areas. The procedure for using flatware is to utilize the utensils from the outside of the place setting in. The appropriate flatware is set according to menu and course order. At banquets, in addition to presetting all dinner flatware, dessert flatware, and coffee cups/saucers and bread and butter plates and butter knives are also preset. In addition, each table is preset with a napkin, printed menu, salt and
peppershakers, sugar caddies, and lamps. Nearer to the time guests are seated, water, butter and baskets of bread will be preset on the tables. MENU PREPARATION FOR BANQUET SERVICE Following Dining Room preparation and mise en place, the Chef Instructor, Guest will give menu course descriptions to the servers. Course examples may also be available for tasting. Preparation of the menu presentation is part of a server’s general responsibility and, more importantly, will help you feel more comfortable when describing menu selections to the guests. Each item must be briefly described using the following guidelines: Major ingredients, the main item of the course, sauces, accompaniments and garnishes, should be explained. Predominant spices and seasonings should also be included. C. Describe the preparation. The item may, for example, be braised, broiled, baked or poached. Any additional information detailing the importance of this dish to the overall ethnic cuisine may be added at this time. OUTLINE OF SERVICE FLOW SEQUENCE OF SERVICE A. Completion of mise en place following student meal break and the Chef’s meeting (Usually around 6:00 p.m.) B. Guests are seated at 6:30 p.m. C. Front server immediately begins wine service for the guests at their assigned tables. D. Back servers and/or server assistants serve bread unless it is preset. E. Back waiters pick up courses from the kitchen as directed to do so by the instructor or T.A.. The team will serve the courses according to ―wave service sequence.‖ F. The courses are served (women first and from the right side of the guest with the right hand) after which the front waiter explains each course to the guests. G. Repeat E and F, according to ―wave service sequence‖ until all tables served. H. All-Recheck needs of guest. I. All-Clear the table. J. All- Help transport soiled plates to the dishwashing station. Clean each tray following soiled plate removal.
K. The next course is served L. Continue the same sequence for each following course. M. Crumb the table. N. Serve coffee or tea. (No specialty beverages.) O. Serve dessert. P. Clear dessert. Q. Continue beverage service. R. Clear the tables as the guests leave. Comment cards and an instructor will collect gratuities that are left on the table. SEQUENCE OF SERVICE/BANQUET A. After dinner break, complete the following items: 1. Recheck tables for accuracy in settings 2. Fill water glasses and place on settings (at 12:00 and iced to the rim), for each place setting. 3. Place portioned butter on table - 2 for seven or more people. 4. Light lamps. 5. Practice menu descriptions with instructor and fellow students following the Chef’s meeting. 6. Place doilies in pocket. (Used for coffee service) 7. Obtain 2 side towels. 8. Fill ice buckets 2/3 full of ice and then ½ full of water and stored near bar area. 9. Fill baskets with sliced bread and place on tables At or before 6:30, the guests are seated. Front servers will be stationed near their tables, waiting for their guests. Guests are seated at predetermined tables; keep in mind that many tables may contain more than one party. Do not accept wine at this time. C. The Front Server must determine, by party if necessary, the orders of wine service. The exact service of wine may be hard to determine consequently wine must be handled as the guests request it. Sometimes-alternate beverages should be offered if no wine has been brought. D. The Instructor will coordinate the pick-up time for all courses with the Chef. When the kitchen is ready for service and the dining room guests have received their beverages, the instructor will inform servers that service will begin. The Back servers will assemble in the kitchen in preparation for ―wave‖ service and as indicated on the Expeditor’s Service Flow Sheet. As the Back Servers gather in the kitchen to pick up the food, the Front Servers should recheck their tables to ensure they have bread, butter and wine or beverages. This is also the time to review your menu presentation. The Chef or instructor will inform the Back Waiter to which table the trayed food is
to be delivered. E. The course will be served from the right of each guest with the server’s right hand, with ladies served first. When all guests have received their food, the Front Server will stand at the head of the table and with the guests’ attention he/she will recite the menu description. If the entire table was unable to hear, it may be necessary to go to the other end of the table and recite it once again. The Back Server will help to replenish water, bread and butter throughout service and as needed. F. The ―wave service sequence‖ will continue until all tables are served. G. The Front Server should constantly recheck wine, iced water, beverage refills, flatware, and bread and butter. If all the tables are served, the Back Server will also assist in rechecking the above. H. All tables must be served before the kitchen will serve the next course. The instructor will inform all servers when the next course is to be served. I. When all the guests at the table have finished the course, the back and front servers will clear the course and all preset flatware used or not for that course onto large oval trays. It is important to visually check each guest’s place setting to ensure the proper flatware is available for the next course. An (STP) serviette is always used to deliver flatware to the table. J. The Back Server then carries the balanced tray of soiled dishes and flatware to the kitchen and clears the tray into the dishwashing area. All flatware is gently placed in the soaking bin and plates are placed gently through the dishwasher’s window. All trays should be wiped with the towels provided in the soiled dish window. Soiled napkins should be placed in the linen bin next to the bread warmer or below the First Aid Kit. K. Continue the sequence for each course. Either the main course or a salad course will be served prior to the dessert course. When clearing for that course, clear bread plates and butter knives, butter, breadbaskets and salt and peppershakers. L. Removing bread and butter plates will make scraping away crumbs, or crumbing, much easier. Crumb the table into a side towel before taking the tray of dishes into the kitchen. Check for dessert flatware and remove empty glasses. M. Before serving the dessert, offers the guest’s coffee, decaf, or hot tea. Half-and-half will be brought to each table, with two creamers for parties of 7 or more. Sugar should already be on the table but should be visually checked for potential refill. Both Front and Back Servers will perform coffee/tea service. N. After coffee service has been completed, serve the dessert course and provide established course description.
O. Clear dessert course. P. Continue to serve water and beverages until the guests depart the Dining Room. Q. As the guests begin to leave, clears water glasses and all remaining beverages and flatware. Comment cards and gratuities should remain on the table and be brought to the attention of the instructor. Tablecloths, flowers and lit candles must remain on the table until all guests have left the room. Begin completing the closing sidework assigned to you by the instructor. R. After all guests have left; closing side work is completed. OPENING SIDEWORK/BANQUET SERVERS A. GROUP I 1. Set tables and chairs according to seating plan. 2. Ensure enough space in between tables for comfortable seating. 3. Clean table bases and chairs with a red-striped towel. 4. Clean crumbs off chairs and vacuum carpet 5. Place tablecloths on tables, label side down. Make sure tables are level and steady. Clean salt and pepper shakers, fill, place on tables. Salt should face east, with corners of shakers touching. 7. Clean sugar containers, fill, place on tables. Sugar packets should face one direction. 8. Polish lamps and refill fuel. 9. Polish wine buckets. Prepare the wine stands with a side towels. Before leaving for dinner and after folding napkins (below), fill buckets with ice and place in bar area. 10. Clean oval and cork trays. 11. Work with Group II on setting tables. 12. Fold menus and place on tables. 13. Fold napkins. B. GROUP II 1. Clean and polish flatware for place settings and backups. 2. Set tables with flatware according to set-up sheet. 3. Clean and polish coffee cups and saucers. Place on tables, cups turned downward, with handles at 4:00. 4. Clean and polish bread plates, place on tables. 5. Turn on the bread warmers, the top and bottom drawers, to 180°. The middle drawer should be set at 120°. 6. Polish tray stands and distribute in designated serving areas. 7. Place napkins with artichoke folds in breadbaskets (per reservation). 8. Fold side towels. 9. Fold menus. 10. Fold napkins.
C. GROUP III 1. Assist GROUP I in setting tables. 2. Clean and polish (leave right side up on shelves): All purpose wineglasses according to instructions, based on reservations. Champagne glasses according to instructions, based on reservations. When Dining Room is empty, place all glassware on shelves in service station. Polish water glasses and turn right side up in rack for icing. 3. Make 3 serviette plates. 4. Fold napkins.
1. SERVICE STATION/KITCHEN (a) Make iced tea according to reservations. (Instructions in Orientation Section of Text.) (b) Clean counters. (c) Obtain dots for wine service; place in bar area. (d) Ensure coffee warmers are plugged in service station. (e) Polish 7 chrome pots and place in service station. (f) Place half the supply of cork trays in the service station and the other half at the beverage station. (g) Polish underliners (5‖ plates) and ensure supply of doilies. (h) Ensure that there is an ample supply of seeded lemons in good condition and that they are divided into two containers for each station: one for backup and one small container to be placed next to the hot tea pot warmer. Keep covered in dishes and keep refrigerated until service. Place a small supply by the hot teapots. (i) Set a silver pot on burners in service station for hot tea. (j) Set all carafes for ice water service in service station and bar area (divided). (k) Ensure rolling ice bin in service station is filled with ice. (l) Set liners and a supply of doilies by the hot tea warmer in the kitchen. (m) Polish beverage glasses and divides between stations (amount based on reservations). (n) Make sure there are 4 fresh containers of half- &-half in the reach in and open each one. Check for freshness by pouring a little cream into a hot cup of coffee. 2. BEVERAGE STATION (Set for service depending on guest count) (a) Clean counter. (b) Confirm half supply of cork trays is on the bar.
(c) Polish beverage liners and ensure supply of doilies. (d) Ensure coffee warmers are plugged into the wall sockets. (e) Polish two chrome pots and place in beverage station. (f) Ensure limes are cut and in good condition; place in two containers—keep refrigerated until service. (g) Place one ice bowl and ice scoop in both beverage and service station. (h) Ensure small supply of straws in beverage and service station. (i) Fold napkins. 2. BEVERAGE STATION (Continued) (j) Place containers with sanitizing solution in bread, service and beverage stations with red-striped towel for cleaning. (k) Comment cards Using a pencil, place the following information in the back right-hand corner of each comment card: Date B (BANQUET) and table number, example: B-1 Complete the number of cards needed for each table. Place the comment cards underneath top rim of B&B. GENERAL SERVICE GUIDELINES A. BEVERAGES 1. Beverages are served from the right. 2. Round trays are used to deliver and clear beverages. 3. Ensure all cups and teapots are free of stains. 4. Coffee, water and wine are replenished automatically. 5. Handle glasses by the stem and beverage glasses by the lower third of glass. 6. Specific beverage service: Regular and Decaf Coffee Coffee cup and saucer with doily (handle set 4:00) Teaspoon Sugar Half and Half Iced Tea Liner with doily and lemon Iced teaspoon Sugar Hot Tea Tea pot (warm—handle towards the guest)
Liner under teapot with doily and lemon Coffee cup with sauce (handle set at 4:00) Teaspoon Sugar Half and Half (on request only) TO OFFER HOT TEA: 1. Show guest tea box with selections. 2. After the guest chooses a tea bag, take bag and box back to service station. 3. Teapot with lid, liner with doily and lemon, coffee cups saucer, sugar and teaspoon. 4. Place tea bag into teapot and pour boiling water on top to fill teapot, top with lid. 5. Bring set up to guest. Soda Any beverage that requires a wedge of fruit (club soda w/lime) must be served on a liner (5-inch plate) with a doily. For example: a diet coke with a request of fruit. Available-Coke, Diet Coke, Sprite, Pink Lemonade, Club Soda. Iced Coffee Iced teaspoon Half and Half Sugar Liner with doily B. WINE SERVICE The Server at the table performs wine Service. (1) Equipment Needed a. Corkscrew b. Ice bucket with wine stand c. Side towel d. Red and/or white wine glasses (2) Presentation and Handling or Wine It is important that still or sparkling wine is handled with care, as in the case of red wine, sediment present in the bottle will not be disturbed. For champagne, handling with care is important so that no wine is expelled when opening.
The wine is first cradled in a side towel with the label in full view. The bottle is then presented to the host, on his/her right, for inspection. Upon approval, the Server is then ready to uncork and serve the wine within full view of the guests. (3) Uncorking a Still Wine a. With the blade of the corkscrew, cut the lead seal, just below the first lip of the bottle. Turn the knife, not the bottle, to complete the cut. Discard the removed lead in your apron’s pocket. b. With the side towel, wipe the exposed lip free of debris. c. Insert the screw (also called the worm or helix) into the center of the cork. With the lever in place on the bottle’s lip, pull the cork out just slightly. Now make one or two more additional turns of the screw, leaving two rings of the screw in view close to the bottom of the cork. (Take care not to pierce the cork.) Pull cork out slowly and steadily, trying not to pop the cork. d. Wipe the inside and outside of the lip, trying not to allow debris to fall into the bottle. e. Remove the cork from the screw and present it to the host. Place the cork to the right of the host’s wineglass. (4) Uncorking Sparkling Wine or Champagne a. Carefully remove the foil hood. If the bottle is the new design (no lead), omit. b. Using a side towel, corner the top of the cork, pointing away from the guests and you at a 45-degree angle. While holding the cork down with your thumb, loosen the wine clasp. Grasp the cork and wire clasp with the side towel firmly. Rotate the bottle slightly while removing the cork. Once you feel the cork slip, give it back pressure. Do not pop the cork so that gas escapes gently and without popping. Once the cork is removed, it is only reinserted if the wine is taken from the premises. c. Release the cork gradually so that gas escapes gently and without popping. d. Wipe the lip clean of debris. (5) Pouring the Wine
a. Pour a 1-2-oz. portion for the host to taste. b. Upon the host’s approval, begin pouring for women first, then men, and finally the host, moving in a counterclockwise manner. Pour only from the right of the guest. The wine is poured slowly from a point just above the lip of the glass. The glass is filled to one-half of its volume. Hold the bottle firmly from the bottom of the bottle with the label always in full view of the guests. c. Rotate the bottle slightly as you complete each pour. This helps to avoid spilling the final drops of wine. Never allow the bottle to touch the rim of the glass. d. Wipe the lip, sides and bottom of the bottle with the side towel before placing the bottle on the table for red wine. This side towel should remain folded and placed along side the bottle of red wine. For champagne or white wines, the bottle is kept in the wine bucket with a side towel. e. The server should be attentive in wine service, keeping wine to at least one-half full of the guest’s glasses. f. After all the wine has been served, remove bottles, wine buckets, and empty glassware. Never turn empty bottles upside-down in the wine bucket. C. FOOD SERVICE Food is served from oval trays. If there are more than six people at the table at a time, it may be necessary to use two trays to serve the course, particularly the main course. In that instance, the server assistant or other servers will help serve the trays to the dining room. The plate covers are removed before placing the plates on the table. Remove plate covers without using a finger in the lid’s vent. To place the plates correctly in front of the guest, turn the main course toward you at 6:00 and hold the side towel in your left hand. Pick up the plate at 9:00 with the left hand and serve from the left. Place the plate so that the rim of the plate is ½-1 inch from the edge of the table. In order to accomplish this, glassware may need to be moved. Serve all the women first. Food is served clockwise; women first then men.
Soups and other liquids (beverages) are served from the right with the right hand. D. CLEARING Tables are cleared when everyone at the table has completed that course. Remove soiled dishes from the right with the right hand, unless placement of dishes is already on the guest’s left. Plates and flatware are cleared onto large oval trays. If flatware was not used and was placed on the table to use with that course, remove it to keep the table neat and organized. Clear all soiled dishes and beverage glassware from the right. Clear all empty beverage glasses with a small tray. If coffee has been ordered and another beverage is on the table, ask if that beverage may be removed after they receive their coffee. Nothing should be stacked on plates in front of the guest at the table. Flatware should be taken off the table individually, not placed on plates while still on the table. Divide types of china into separate stacks, with all flatware placed together on the tray. This helps to eliminate the chances of china falling off the tray. This also helps in balancing the trays while carrying them, reduces noise in the dining room, and is easier to clear when taking the dishes off the tray at the dishwashing station. Plates and glasses are placed gently through the window at the dishwashing station, located in the kitchen. Plates, flatware, and glasses are placed in the window in the designated areas for each. It is dangerous to leave dishes on the ledge. Trays, with or without plates, should be removed from the window as soon as you finish clearing it. Clean the tray before leaving the dishwashing station with a towel provided in the window. B. WINE SERVICE The Server at the table performs wine Service. (1) Equipment Needed a. Corkscrew b. Ice bucket with wine stand
c. Side towel d. Red and/or white wine glasses (2) Presentation and Handling or Wine It is important that still or sparkling wine is handled with care, as in the case of red wine, sediment present in the bottle will not be disturbed. For champagne, handling with care is important so that no wine is expelled when opening. The wine is first cradled in a side towel with the label in full view. The bottle is then presented to the host, on his/her right, for inspection. Upon approval, the Server is then ready to uncork and serve the wine within full view of the guests. (3) Uncorking a Still Wine a. With the blade of the corkscrew, cut the lead seal, just below the first lip of the bottle. Turn the knife, not the bottle, to complete the cut. Discard the removed lead in your apron’s pocket. b. With the side towel, wipe the exposed lip free of debris. c. Insert the screw (also called the worm or helix) into the center of the cork. With the lever in place on the bottle’s lip, pull the cork out just slightly. Now make one or two more additional turns of the screw, leaving two rings of the screw in view close to the bottom of the cork. (Take care not to pierce the cork.) Pull cork out slowly and steadily, trying not to pop the cork. d. Wipe the inside and outside of the lip, trying not to allow debris to fall into the bottle. e. Remove the cork from the screw and present it to the host. Place the cork to the right of the host’s wineglass. (4) Uncorking Sparkling Wine or Champagne a. Carefully remove the foil hood. If the bottle is the new design (no lead), omit. b. Using a side towel, corner the top of the cork, pointing away from the guests and you at a 45-degree angle. While holding the cork down with your thumb, loosen the wine clasp. Grasp the cork and wire clasp with the side towel firmly. Rotate the bottle slightly while removing the cork. Once you feel the cork slip, give it back pressure. Do not pop
the cork so that gas escapes gently and without popping. Once the cork is removed, it is only reinserted if the wine is taken from the premises. c. Release the cork gradually so that gas escapes gently and without popping. d. Wipe the lip clean of debris. (5) Pouring the Wine a. Pour a 1-2-oz. portion for the host to taste. b. Upon the host’s approval, begin pouring for women first, then men, and finally the host, moving in a counterclockwise manner. Pour only from the right of the guest. The wine is poured slowly from a point just above the lip of the glass. The glass is filled to one-half of its volume. Hold the bottle firmly from the bottom of the bottle with the label always in full view of the guests. c. Rotate the bottle slightly as you complete each pour. This helps to avoid spilling the final drops of wine. Never allow the bottle to touch the rim of the glass. d. Wipe the lip, sides and bottom of the bottle with the side towel before placing the bottle on the table for red wine. This side towel should remain folded and placed along side the bottle of red wine. For champagne or white wines, the bottle is kept in the wine bucket with a side towel. e. The server should be attentive in wine service, keeping wine to at least one-half full of the guest’s glasses. f. After all the wine has been served, remove bottles, wine buckets, and empty glassware. Never turn empty bottles upside-down in the wine bucket. C. FOOD SERVICE Food is served from oval trays. If there are more than six people at the table at a time, it may be necessary to use two trays to serve the course, particularly the main course. In that instance, the server assistant or other servers will help serve the trays to the dining room. The plate covers are removed before placing the plates on the table. Remove plate covers without using a finger in the lid’s vent.
To place the plates correctly in front of the guest, turn the main course toward you at 6:00 and hold the side towel in your left hand. Pick up the plate at 9:00 with the left hand and serve from the left. Place the plate so that the rim of the plate is ½-1 inch from the edge of the table. In order to accomplish this, glassware may need to be moved. Serve all the women first. Food is served clockwise; women first then men. Soups and other liquids (beverages) are served from the right with the right hand. D. CLEARING Tables are cleared when everyone at the table has completed that course. Remove soiled dishes from the right with the right hand, unless placement of dishes is already on the guest’s left. Plates and flatware are cleared onto large oval trays. If flatware was not used and was placed on the table to use with that course, remove it to keep the table neat and organized. Clear all soiled dishes and beverage glassware from the right. Clear all empty beverage glasses with a small tray. If coffee has been ordered and another beverage is on the table, ask if that beverage may be removed after they receive their coffee. Nothing should be stacked on plates in front of the guest at the table. Flatware should be taken off the table individually, not placed on plates while still on the table. Divide types of china into separate stacks, with all flatware placed together on the tray. This helps to eliminate the chances of china falling off the tray. This also helps in balancing the trays while carrying them, reduces noise in the dining room, and is easier to clear when taking the dishes off the tray at the dishwashing station. Plates and glasses are placed gently through the window at the dishwashing station, located in the kitchen. Plates, flatware, and glasses are placed in the window in the designated areas for each. It is dangerous to leave dishes on the ledge. Trays, with or without plates, should be removed from the window as soon as you finish
clearing it. Clean the tray before leaving the dishwashing station with a towel provided in the window. E. ALCOHOL SERVICE POLICY IN THE DINING ROOM Servers of alcohol at the Dining Room at Kendall College will be required to attend an alcohol service seminar as part of the Dining Room Service class Following this seminar, servers will expect to know and understand: 1. Rules, regulations and guidelines in the careful and responsible service of alcohol. 2. Recognizing signs of intoxication. 3. Techniques used to monitor and intervene through the various stages of intoxication. 4. Importance of communicating behavior changes and situations involving guest’s consumption of alcohol. 5. Need for documentation of incidents involving the service of alcohol. The Dining Room at Kendall College is a teaching/dining facility, which uniquely allows the guest to bring alcohol to the school. It is necessary, therefore, to serve alcohol carefully and responsibly. When a guest is thought to be under age, proper and authentic identification will be required. When two or more signs of intoxication appear, the guest/guests will no longer be served alcoholic beverages. Remaining beverages will be removed and kept from the guest. The beverages will be returned no sooner that the following day. Alternative modes of transportation will be offered to guests, i.e., a taxi (864-7500), designated driver at the table, etc. However, if a guest refuses and proceeds to drive him or herself, the police should be notified. Alert an instructor as soon as it is apparent that there is a problem with a guest as it pertains to the service of alcohol. The instructor, along with two witnesses, will explain our alcohol service policies to the guests in question. When it is necessary to prevent a guest from consuming any further alcoholic beverages, the following steps must be taken: 6. Approach the guest in a firm but tactful manner. Avoid being judgmental. Avoid using words or phrases that show a lack of respect for the guest. Use courteous language that emphasizes your concern for the guest. 7. Try to enlist the aid and of others in the guest’s party in encouraging the guest to comply with the alcohol service regulations.
8. Communicate any and all situations to the instructors, TA’s, and fellow servers. 9. Document the occurrences you have observed. Be sure to include date, times, names, a detailed description of events and steps that were taken, by you or by others. Obtain, if possible, a witness’ as well. GROUP 1
Set tables & chairs per floor plan. Clean crumbs off chairs and vacuum. Place tablecloths. Clean & place salt & pepper shakers. Clean & fill sugar container & place on tables. Clean & refill lamps & place on tables. Polish wine buckets. Prepare wine stands. Clean oval & cork trays. Work with Group 2 on setting tables. Fold menus and place on tables. Fold napkins. Fill wine buckets with ice before you leave for dinner. Check iced tea supply – make more if needed. Clean counters in bread slicing area and service area. Polish underliners (5‖ plates) an ensure supply of doilies. Check supply of ceramic tea pots find more if needed. Ensure ice machine in service station is filled with ice.
GROUP 2
Clean & polish flatware. Set tables with flatware per diagram. Clean & polish coffee cups & saucers and place on tables. Clean & polish bread plates & place on tables. Polish tray stands and place. Place napkins in bread baskets. Fold side towels. Fold menus. Fold napkins. Ensure that there is an adequate supply of seeded lemons in service area
Set 3 carafes for ice-tea in service area. Clean counter in bar area. GROUP 3
Assist Group 1 in setting tables. Clean & polish wineglasses and place in service station. Clean & polish water glasses, place right side up in racks for icing. Make serviette plates with dessert fork & spoons. Make serviette plates with back up silverware. Place napkins in bread baskets. Fold napkins. Polish beverage glasses & place in service area. Make sure that there are 6 fresh containers of creamer in cooler in service area. Polish beverage liners and ensure supply of doilies Ensure a small supply of straws in service areas Place containers with sanitizing solution in bread, service & bar areas with wonder wipe for cleaning. Fill out comment cards and place under top rim of B & B plate. Set liners & doilies by the hot tea warmers in kitchen. Chapter 7
Coffee Breaks A big part of any in-house catering operation is the delivery and set-up of coffee breaks. It can for a considerable portion of an operation's total sales and an even larger percentage of profit. While the basics of setting up a coffee break seem rather straightforward, setting a break properly---and within time constraints----requires an established methodology. In higher volume operations, where you might be dropping 30 or 40 breaks an hour (many of them with food), you must have a method that keeps the idea of flow in its proper perspective. Let us examine what it takes to win the battle of the break. 1. Establish Standards Once again, documenting your procedures is an important first step in maintaining consistent quality with your final product. A few simple guidelines can go a long way. You must answer the following questions:
Do you set your breaks left to right, right to left, or from the door in? (Or does it depend on how you expect the guests to flow through the room?) Where do you place your coffee cups and condiments? Do you place food items before beverages? Are your cups placed before the ice and the beverages after? With china services, how many tray jacks should be set out, and where should they be placed? And the list goes on. 2. Staging The key to managing a good coffee break operation is staging. By staging, I mean the process of getting all the supplies you need in the right location, stored with some sense of organization, and then working from your BEO's to stage your services well before they are delivered. Coffee breaks are much like room service; you must leave the set-up area without forgetting any item you might need to properly service the BEO requirements. Forgetting something as simple as a spoon for the whipped cream can cost you a round trip to the cage, which could take another 30 minutes. Even worse than forgetting something on your way to the room is running totally out of supplies in the middle of a relentless rush. How can you prevent such a crises? Chapter 4
Setting the Room
For many, it is the design and set-up of the dining area which provides the greatest impact to the guests and the biggest sense of creative expression to the caterer. Indeed, setting an elegant room can make
an impression that can last for many banquets to come. But setting a room properly, particularly when the size of the party gets much beyond a couple hundred, can also be more challenging than one may first suspect. Putting together a dining area which makes the best possible impact, while keeping the room serviceable, and more importantly, not wasting all your profit margin on set-up, is a task that requires good planning and years of experience. Buffets
Buffet design and set-up can be one of the most creative and impressive aspects of catering. It can also be costly, time-consuming and confusing. We will discuss several techniques for managing the buffet set-up process. that within any plan, your food should always remain the primary focus. 1. Using Diagrams Almost all banquet operations make use of diagrams when mapping out a room set-up. Diagrams are extremely useful tools when communicating your plans to your clients and your service staff. Many operations have drawings of their most common table sets (with numbers or labels), to speed up the planning process. There is plenty of software available to make the diagramming process fast, fun and efficient. Once the actual table drops are finalized, one can arrow in the exact locations to place the food. that the table design flows from what is on the menu, and the table location flows from the room in which they are set, the number of guests, the timing of their arrival and departure, and the actual inventory of table shapes available. It is wise to know exactly how many of each type of table is available for a specific function. Standard Banquet Tables
Never lose sight of functionality (FLOW!). Always walk the table set in your mind as though you were the guest. Be sure everything flows logically and naturally. Addendum 2 shows the dimensions of the basic banquet tables you will find in your inventory. Addenda 3 and 4 show examples of room layout and individual buffet diagrams. 2. Creative Elements Once you have determined the table locations , their shapes, and some sense of where the food will be placed, you will use your creative ability to create a stage on which to do feature your food. Listed below are some of the most common techniques in bringing to fruition creative designs.
FB Service Syllabus Topics
Introduction
The Restaurant
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Type Of Restaurant
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Breakfast The Cover Beverage Service
14.Taking an order
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude
Skill
1. 2. 3. 4. 5. 6.
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle
7. Opening a champagne bottle 8. Cleaning a glass 9. Holding stem glass
10.Folding Napkin
Banquet Operation Syllabus Topics
Introduction
The Banquet
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Banquet Segment
3. Job Description banquet waiter 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.
Basic Etiquette for Banquet Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service The Cover Meeting Room Layout Banquet Event Order Meeting Room Package
15.Table Manner
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Skill
Holding Service Spoon & Fork Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass Holding stem glass Banquet set up Folding Napkin
11.Carrying, Folding & Setting Banquet Equipment
Topics
Bar Introduction
Description 1. 2. 3. 4.
Introduction Type Of Bar Organization Chart relation With Other Department
5. Qualification and duties Of Barman
Bar Equipment
1. Bar utensils 2. Bar Glasses 3. Bar Supplies
4. Bar Layout
Bar Product
1. Service Rules 2. Non Alcoholic Beverage 3. Alcoholic Beverage
4. Wine
Skill
1. 2. 3. 4.
Discipline Cost Reducing Carving Briefing
5. Team Work
Knowledge
1. 2. 3. 4.
Grooming Briefing Preparation For Service Safety
5. Sanitation & Hygiene
1. Ability to Overcome resistance Manual 2. Willingness to Service 3. Cheerful attitude
Attitude
4. Tact and initiative
Topics
Introduction
Room Service
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Characteristics of Room Service
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Room Service Area The Cover Beverage Service Handling the Room Service Order Room Service Record Control
16.Service Material
Attitude
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude
1. 2. 3. 4. 5. 6. 7. 8.
Skill
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass
9. Folding Napkin
Room Service Syllabus Topics
Introduction
Room Service
Knowledge
Description 1. FB Department 2. FB Outlet
3. Organization Chart 1. Definition 2. Characteristics of Room Service
3. Job Description 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.
Basic Etiquette for Restaurant Staff Knowledge of Other Department The Menu Grooming Service Equipment Briefing Safety Preparation for service Sanitation and Hygiene Food service Room Service Area The Cover Beverage Service Handling the Room Service Order Room Service Record Control
16.Service Material
Attitude
1. 2. 3. 4. 5.
Ability to Overcome resistance manual or menial work Willingness to Service Cheerful Attitude Tact and Initiative Capacity to take orders from seniors
6. 7. 8. 9. 10.
Cordial relation with all interaction Pride in work As representative of the organization Honesty Courtesy
11.Negative Attitude 1. 2. 3. 4. 5. 6. 7. 8.
Skill
Holding Service Spoon & Fork Preparing Billing and receiving Payment Carrying a tray Laying table Cloth Clear Up Opening a wine bottle Opening a champagne bottle Cleaning a glass
9. Folding Napkin
Bar Operation Syllabus Topics
Bar Introduction
Description 1. 2. 3. 4.
Introduction Type Of Bar Organization Chart relation With Other Department
5. Qualification and duties Of Barman
Bar Equipment
1. Bar utensils 2. Bar Glasses 3. Bar Supplies
4. Bar Layout
Bar Product
1. Service Rules 2. Non Alcoholic Beverage 3. Alcoholic Beverage
4. Wine
Skill
1. 2. 3. 4.
Discipline Cost Reducing Carving Briefing
5. Team Work Knowledge
1. Grooming
2. Briefing 3. Preparation For Service 4. Safety
5. Sanitation & Hygiene
Attitude
1. Ability to Overcome resistance Manual 2. Willingness to Service 3. Cheerful attitude
4. Tact and initiative
What is the difference between banquet service and restaurant service? Banquet service would entail people serving themselves (buffet), restaurant service should entail being served by a waitstaff
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