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Section 5.1 Service Basics. It is important to know how to provide quality customer service. Quality customer service can bring back satisfied customers. reputation. The overall quality or character of a person or business. . The Service Staff. - PowerPoint PPT Presentation
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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
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
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• 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.
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• 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
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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?
Glencoe Culinary Essentials Chapter 5 Customer Service
Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
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• 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
Glencoe Culinary Essentials Chapter 5 Customer Service
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• 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
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• When taking the order:• Greet customers.• Take beverage
orders first.• Use numbered
positions to remember orders.
• Sell the menu.
Opening Service
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• 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.
Glencoe Culinary Essentials Chapter 5 Customer Service
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• Advantages of point-of-sale computer technology are: • fewer errors • increased efficiency • better marketing• theft reduction
Opening Service
Glencoe Culinary Essentials Chapter 5 Customer Service
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• 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.
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• 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.
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• During the meal, the server should check with customers to see whether they are satisfied.
Serve the Order
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• 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?