Sequence of Service - Factfile - Page 1

Styles of service

Counter Service

This type of service involves the customer queuing at a counter and selecting their meal choice from a variety of pre-prepared items. These items are served to the customer by counter service staff. The customer then takes their selection to a table themselves on a tray or opts to take-out.

Plate Service

This type of service involves wait staff serving food which has already been ‘plated’ in the kitchen area.

Silver Service

This type of service involves the food being served to the guest at the table. The food is served from silver serving dishes using a spoon and a fork. This type of service requires specially trained staff.

Self-Service

This type of service involves customers helping themselves.

Buffet Service

This type of service involves the customer helping themselves to a variety of foods. Occasionally staff may assist customers with service.

Sequence of Service - Factfile - Page 2

Service Staff

Restaurant Manager

Head waiter

Wine waiter

Waiter/waitress

In charge of running the restaurant.

Second in charge. Greets and seats customers.

Serves alcoholic drinks to customers. Helps guests

to select wines.

Takes orders, serves food and clears / sets up

tables.

Restaurant manager Job Title Job Description

Service staff qualities

Personal presentation

Professional attitude

Clean appearance; Clean nails; Clean and brushed hair; Cleanly shaven; Clean and ironed uniform; Clean shoes, no trainers; No heavy make-up; No piercings; No bad breath; No body odour; No chewing gum; Good posture.

Attentive; Polite; Respectful; Communicates well; No bad language or slang.Good body language (no slumping, no hands in pockets etc.); Enthusiastic.

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Preparing for service

It is important to create a good first impression on to guests by ensuring that the restaurant area is prepared for service, but how is this achieved?

1. Clean the dining area - vacuum, dust etc.2. Make sure that the table and chairs are clean.3. Prepare the dumbwaiter. Refresh condiments, cutlery and relevant service equipment e.g. trays. 4. Check and polish the cutlery, crockery and glassware.5. Organise the tables and chairs.6. Check for unstable tables and fix if necessary.7. Lay the cloths and slip cloths onto the tables. 8. Add the napkins.9. Lay the cutlery onto the tables.10. Add the glasses.11. Add the cruets (check if they need re-filling)12. Add the flowers, candle or table decoration.13. Add the table number.14. Ask a supervisor to check everything is up to standard.

Table d’hôte

This is an example of a table setting for one cover. It would mainly be used for formal settings such as table d’hôte menus.

Wineglass (white)

Wineglass (red)

Water glass

Place card

Napkin

Fish Fork Joint Fork Joint Knife Fish Knife Soup spoon

Side plate

Side knife

Dessert fork

Dessert spoon

Cruets

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Classic Cover

This is an example of an informal table setting for one cover. It would mainly be used for informal settings such as a la carte menus.

Welcoming and greeting guests

• Make sure that you welcome all of your customers immediately at the door of the establishment.• Greet your customers with ‘Good morning’, ‘Good afternoon’ or ‘Good evening’. Add their name if it is known to give the personal touch, otherwise refer to them as Sir or Madame.• Ask your customer if they have made a reservation or if you can assist them?• Lead your customers to their table; introduce yourself or the waiter that is attending to them. • Unfold the napkin and place onto the customer‘s lap. Turn the wine glasses up. Offer the customer a menu.• Take their drinks order. Make sure you ask what size drink they would like. Take your order to the bar staff to prepare. Allow the customers time to select their meal.

Napkin

Salad Fork Joint Fork Joint Knife Teaspoon Soup spoon

Wineglass

Water glass

Side plate

Side knife

Cruets

Sequence of Service - Factfile - Page 5

Taking food orders

• Take the drinks to the table and serve them from the right of the customer. Then

ask your customer if they are ready to order their meal.

• Some customers may want to know specific information about the menu, so be

prepared to answer them. You will need to have a good knowledge of your menu in

order to carry this out successfully. If you are unsure, then offer to find out.

• Stand to the left of the customer when taking the food order. Make sure that you

have good posture and body language.

• Take the customers’ order using the order pad or electronic waiter pad. Repeat the

order back to the customers to check that it is correct. Change the cover if

necessary.

• Don’t forget to ‘upsell’ to your customers. This is when you try to sell something

extra with their meal, for example side orders. Thank the customers and take the

order to the kitchen.

Order pad Waiter pad Touch screen till

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Plate and Silver Service

• Meals are already plated up in the kitchen.• Take the meals to the table and serve the women and older people first.• Serve food from the left of the customer.

• Serve women and older people first and serve in a clockwise direction around the table.• Serve food from the left of the customer.• Meals are not ‘plated’ in the kitchen. Each food item is served at the table in front of the customer.• The waiter holds the service platter with their left hand and serves the food onto the customers’ plates with their right hand. This is done using a special technique using a fork and service spoon.

• Ask customers if they would like any condiments with their meal.• Check that everything is satisfactory with the meal after a few minutes.• Don’t hover around your customers. However, be attentive and recognise when they require more drinks etc.

Service style Sequence of service

Plate

Silver

Additional Information

Clearing after service

• Ask customers if they have finished before you start to clear up. Clear from the right of the customer, however when clearing side plates it is important to do this from the left so that you are not leaning over your customer. Stand sideways.• Clear up as quickly as possible, in as few journeys as possible, without causing accidents.• A service plate can be used to assist with clearing up. It can be used to clear dirty cutlery, side plates, accompaniments and for ‘crumbing down’.• Pick up the crockery with your left hand and pass it to your right hand. Stack and clear in the appropriate manner. • Crumb down – brush away the crumbs with a folded napkin onto a service tray. • Serve the remaining courses.