Waiter Training

Copyright to Cape Food Services

Waiter Training:Profile: Deli/Restaurant

Presented by CAPE FOOD SERVICES



Cape Food Services

Food Service Consultants

Functions and Events Company

Contract Caterers

“Average service levels are born elsewhere and

raised here”


Trainer: Bruce Gates

Managing Director of Cape Food Involved with training of Food and

beverage Management for 15 years Professional member of South

African Chefs Association Accredited South African Food Judge Professional member of Les Chaine

des Rotisseurs Freelance media columnists Fellow of the Whisky Academy 20 Year of experience in the Food

and Hospitality Industry Owned and managed various

restaurants in South Africa


What do you want to achieve today?

?Group discussion


Training Course Objectives

o To understand the role of a waitero To empower waiter with knowledgeo To instil new habits and ideaso To equip you with confidence o To break bad habitso To raise service levels



Training schedule

MilestonesTheoreticalDiscussion and InteractionRole PlayExamination (80%)Certification


Course Contents

Introduction Course objectives Milestones Attributes of a good server Why customers don’t come back Server functions and responsibilities The guest Types of guests Receiving and welcoming Table introduction Table touches Table etiquettes Wine service Basic pairing Process of wine service Suggestive selling Group discussion Service excellence Customer turnoffs


Course contents continued

Quality control Checking back Problems and complaints Personal appearance Dress code Opening responsibilities Closing responsibilities Basic cooking techniques Table etiquettes Industry information Role play and examination


What makes a good waiter

?Group discussion



Attributes of a good waiter?

Ambassador Focused Acts like a host Pays attention Quality controller Passionate


Why customers don’t come back?

70% of all non return customers sight that

indifferent waiter service is the reason for not returning

to a restaurant


Why customers don’t come back?

Findings from the survey include the following diner dissatisfaction:

1. Wait staff that disappears 23% 2. Vain/ snotty wait staff 13 % 3. Wait staff that hovers 5% 4. Long waits between courses 5% 5. Specials given without prices 2%


Server Functions & Responsibilities Meet, Greet and Seat Drinks order and service Meal order and service Quality control Bussing Checkout Farewell Other (elaboration)


Server Functions & Responsibilities

Other Table introduction Menu knowledge Preparation techniques Restaurant history Daily special menu Problem handling Suggestive selling


Customer, Client or Guest?

?Group discussion


Guest

A guest is not dependent upon us -we are dependent upon him (or her). A guest is NEVER an interruption of our work he is the purpose of it. A guest does us a favor when he comes here -we are not doing him a favor

by serving him. A guest is part of our business - not an outsider. A guest is not a cold statistic -he is a flesh and blood human being with

feelings and emotions, like our own. A guest is a person who brings us his wants - it is our job to fill those wants. A guest is deserving of the most courteous and attentive treatment we can

give him. A guest is the lifeblood of the Deli & Restaurant.


Types of Guests

The Timid Guest: How to deal with this guest?

Genuine interest and patient understanding will put this type of guest at ease. Even a comment on the weather can make him feel at home.


Types of Guests

The aggressive guest Guest: How to deal with this guest?

This type must be handled in a courteous and businesslike manner. Kindness and politeness can often change him into a steady and appreciative


Types of Guests

The Fussy Guest: How to deal with this guest? This is one of the hardest guests to please.

Try to stay one step ahead of him by learning the things that irritate him. Be sure to have everything just right, before serving the fussy guest. Remember all of the little things the fussy guest especially likes, even when they may seem peculiar to the average person.


Types of Guests

The over familiar Guest: How to deal with this guest? Be courteous, dignified, and avoid

long conversations. Stay away from the table, except when actual service is needed. Never try to give a wise crack answer to a smart remark. You will only cheapen yourself and lower yourself to the same level as the rudeness of the guest.


Types of Guests

The alone Guest: How to deal with this guest? Don't call attention by asking if he is alone.

Seat him where he can see what is going on. The guest may be lonely and want someone to talk to. Be friendly, but don't neglect other guests. With nobody to talk to, time seems long, so serve as quickly as possible. This could be your most critical guest.


Types of Guests

The Blind Guest: How to deal with this guest? Seat blind people with a dog so that

the dog will not be noticed. Never hover over blind customers. Always stand near enough to help if needed. Always make a blind customer feel appreciated and important.


Receiving and welcome

Queuing Greet Walk slightly ahead of the customers Place the opened menu before each

guest Take a drinks order irrespective


Table Introduction

Immediately acknowledge Guests feel welcome and confident Don't start out by giving your name Focus on THEM Menu suggestions Out of stocks SQ


Table Touch Times

When do you approach the table

?


Table Touch Times

IntroductionTaking of ordersAfter each course?Closing Farewell



Wine service Rum Whisky Whiskey Bourbon Brandy Cognac Amaretto Gin Bacardi Tequila Rock shandy Cane Van der hum Vodka


Wine serviceMain ingredients in the following: Rum molasses Whisky barley (Scottish) (twice distilled) Whiskey barley (Ireland) (triple distilled) Bourbon mash of corn (maize) Brandy Grapes Cognac Grapes ( town of cognac in Charante) Amaretto apricot and almonds pits Gin juniper berries Bacardi sugar cane Tequila cactus juice Rock shandy soda lemonade and bitters Cane sugar cane Van der hum Naartjie Vodka grain potatoes


Wine service

White and Rose 8 to10 C Red Wines 18 C Champagne and Sparkling 8C


Pairing of Wine and Food

Match the weight & texture of the food to the weight & texture of the wineExample: A light-bodied fish like sole works best with a light-bodied white wine like Chenin blanc, while a heavier-bodied fish like salmon calls for a richer, fuller-bodied white like Chardonnay.



Balance the intensity of flavours in the food and wineExample: A mildly flavoured food like roast Chickens pairs well with light-bodied white and red wines like Sauvignon blanc and Pinot Noir, but in the context of a Xmas dinner featuring stuffing, Rich sauces and gravies, and other strongly flavoured side dishes, an intensely flavoured white like Gewürztraminer or a rich, fruity red like Syrah or Zinfandel would be preferable.



Match flavours Flavours are combinations of tastes and aromas, and there are an infinite number of them. You can fine-tune food and wine pairings by matching flavours in the food and the wine.

Example: Roast duck in a plum sauce is well-served by red wines, like Pinotage or Syrah, with pronounced black plum flavours while grilled steak in a pepper sauce will go beautifully with a peppery Zinfandel.



Counterpoint flavoursSometimes, the best choice is to counterpoint flavours rather than matching them.

Example: Pairing a spicy dish like Jamaican Jerk Chicken with a high-alcohol red wine may seem logical, but, in fact, the heat in the dish will ignite the alcohol in the wine to produce an unpleasantly hot, harsh impression. A better choice is a low-alcohol, fruity wine like Riesling or gewürztraminer, which will both frame and tame the spicy flavours of the dish.


Steps for Proper Wine Service

Display the bottle to the person who ordered it The wine opener used should be the waiter’s friend With the knife blade, remove the capsule and foil insert the corkscrew in the centre of the cork. pull straight up steadily; do not jerk out the cork check the cork for dryness, and place about an ounce into his glass. (a mouth full) Place or pour after acceptance Order of pouring


Champagne

Sparkling wines 1. Always use a napkin behind the bottle

to stop drips, and although it rarely happens, it is possible that the bottle split from the internal pressure.

3. Remove the cork by turning the bottle, not the cork. point the bottle away from people. The cork should be removed slowly and carefully, it should never explode with a gush of champagne.


Wines (white)

Dry Chenin blanc Grand cru RieslingSemi Chardonnay MuscatSweet Gewurztraminer Semillon


Wines (red)

Syrah (or Shiraz) Merlot Cabernet sauvignon Malbec Pinot noirZinfandel Sangiovese

Barbera



Questions Do you pick up the glass to pour? How much wine do you pour into the

glass? Other Questions?


Suggestive selling

People don't like to be "SOLD." Effective suggestive selling is subtle

Above all, be sincere and honest Sell what you know and like. Suggest appetizers while people are studying

the menu Suggest side orders with entrees Don't ask the guest a "yes or no" question


Suggestive selling Example

"Would you like some wine tonight?" If the guest responds, "No," your suggestion is

over before it got started. "Would you care for a bottle of wine with

your dinner tonight? A bottle of Merlot would compliment your Cordon Bleu. "

Turn it to sold



Suggestive Selling

Not every guest is going to buy a bottle of wine, appetizer, or dessert. But you must remember we know two facts about every customer

Every Customer: Is planning to spend money. Wants to have a good time and enjoy

their meal.


Suggestive selling


Group discussion

Suggestive selling

Why?What are the benefits of

suggestive selling?


05/03/2349


Five basics of service excellence:

1. Look at me. 2. Smile at me. 3. Talk to me. 4. Listen to me. 5. Thank me.


Customer service turn offs: Dirty plates in hand when greeting customers, "Hi, ready for

dessert?" Not knowing what they are drinking, i.e., "I think this is the Diet

Coke ...” "Discussion Groups" of three or four idle servers. All

discussions should be held in employee break area, during approved break period.

Not acknowledging waiting guests. Answering the phone with "Hold please." Greeting guests with a number, i.e., "Two?" instead of a smile

and "Welcome! Will anyone be joining you for lunch today?


Quality Control

Who is responsible for quality control

at the deli/restaurant

?


Quality Control

Quality control is a primary responsibility of every employee serving food and drinks to the customer


05/03/2354


Quality control

"People eat with their eyes"


Quality control Points

HOT food Clean plates Correct portions Call for back-ups. Clean glasses Garnish is correct, fresh and attractive Make sure cold foods are going out cold Bring necessary condiments Check back


Checking back

Within two bites to make sure everything is perfect

Don't say,

"Is everything o.k. “is everything alright” “Is alles nog reg Oom en Tannie?”


Checking back

Your discussions with guest should be meaningful, add value or extract information without being over the top to a point of absurdness.

“Isn’t that the best piece of the finest steak you have ever had in your life?”

“Can you get a better cappuccino anywhere on planet earth?”

Be sincere and specific in a professional and courteous manner


Complaint handling If the customer is not satisfied… or there is

obviously something wrong at the table, i.e., cracked glass, foreign object in food, not cooked properly, etc., use the following steps:

Apologize. Remove the items immediately. Get a manager. Management will take the necessary

steps in making sure that the problem is corrected and that the customer is 100% satisfied.

Alan Ambor said…….


Personal Appearance

You are responsible for keeping your clothing neat and clean at all times.

There is no excuse for reporting to work out of dress code.

Do not wear scented lotion on your hands, as it clings to glassware.

A smile is part of your dress attire. At no time will employees chew gum or eat while

in the public areas of front of house. Do not report to work wearing un-pressed or

dirty clothing, or un kept hair


Dress Code

When you walk through the door of the Restaurant,

"YOU ARE ON."


05/03/2362


Server Opening Procedures At the beginning: of each shift Attend to all essentials (restroom, clothing adjustments, grooming) before work. Clock in no sooner than 5 minutes before the start of your shift unless told

otherwise from a manager. Check your station assignments. Check the daily Service Boar for specials, soup of the ay, "86'" items, etc. Conduct your station check points Tables wipe Clean window sills Table base clean Chairs wipe Condiment containers clean an full Salt an pepper shakers clean an full Floor clean Perform opening sidework - (wrapping silverware, making tea, cutting lemons)


Server Closing Procedures

At the end of each shift - When station closes, perform the following - Wipe tables Clean chairs - seats, backs an legs Wipe window sills Clean table bases Condiment containers clean an full Sales & pepper shakers clean an full o Clean floor Complete assigned closing side work duties Begin check-out procedures Clock out


Most common cooking methods Braising Grilling Pan-frying Roasting Stewing Steaming Stir Frying


BRAISING

Definition: A slow moist-heat cooking method using a small amount of liquid with a tight-fitting lid. Use for less tender cuts.

Appropriate cuts:Steaks: Chuck Steak,Blade steak, brisket, shin, oxtail, short ribs, ostrich

neck and chicken MCP portions


GRILLINGDefinition: A quick dry-heat method over

charcoal, wood or gas flames. Use for more tender cuts. Less tender cuts can be used if marinated.

Appropriate cuts:sirloin steak, rump steak, T-bone steak, tenderised steak, chuck/ blade steak, sosatie and hamburger patties

Appropriate cuts if marinated: chuck/blade steak, junior T bone, tenderised


PAN FRYING

Definition: A quick dry-heat cooking method using a pan with a small amount of oil. No lid is used. Use for thinner cuts. Also called sautéing.

Appropriate cuts: Beef/pork sausage, bacon, patties, schnitzel, liver, kidneys,chicken fillet and crumbed fish.

Appropriate equipment, tilting pan, frying pan and flat top


ROASTING Definition: A dry-heat cooking method used for cooking bigger cuts of beef. No liquid is added or cover used. Use for more tender cuts. Appropriate cuts: Just because a cut of meat has "roast" in the name does not necessarily mean that roasting is an appropriate cooking method. More tender cuts are best used for this cooking method such as topside, silverside, rolled forequarter, strip loin, lamb, pork and chicken.


STEWING

Definition: A slow moist-heat cooking method using a pot with a tight-fitting lid. The beef should be completely covered in liquid. Use for less tender cuts.

Appropriate cuts: While technically any cut of beef can be stewed, this method is most appropriate for cooking tougher cuts


DEEP-FRYING

Definition:To fry foods completely submerged in fat

Appropriate cuts: Chicken portions, fish, chips


STEAMING

Definition:Is cooking foods by exposing them directly to steam.It can be accomplished in a number of ways, on a rack above boiling water, or in a covered pan allowing the food to cook in its own steam.

Appropriate cuts:Fish and vegetables


SAUTE

Definition:To cook quickly in a small amount of fat.

Appropriate cuts:


Stir Frying

Definition: A quick dry-heat cooking method using a lightly oiled pan. Use high heat while continuously tossing ingredients. Any cut can be used as long as it is cut into thin uniform strips.

Appropriate cuts: Calamari rings, chicken strips, beef strips, pork strips and vegetables


Questions and answers?

?


Practical role play

Meet greet and seat Queuing Table introduction Placing of order Check back Table etiquettes Carrying a plate Placing a plate Trays Table touches Soiled plates and glasses carrying Wine pouring and service Handling a problem /complaint Floor rules


Practical role play

Customer offer to buy you a drink Customer asks you to sit down When to remove the tip from the table Customer in the kitchen Reaching over the table Complete orders What's wrong with the picture?


Question 1

Name two characteristics of a good waiter?2 marks


Question 2

What are 3 of the 7 server functions?3 marks


Question 3

Please describe to me what a guest is in your opinion.

5 marks


Question 4

According to statistics how many people does a customer tell about a bad experience at a restaurant?

2 marks


Question 5

How many people does a customer tell about a good experience?

2 marks


Question 6

Name three white wine varieties 3 marks


Question 7

Name 4 red wine varietals 4 marks


Question 8

Name two types of guests and how to handle them.

6 marks


Question 9

Name the basic steps of receiving a customer.

5 marks


Question 10

What is meant by table introduction? Why is it important? 4 marks


Question 11

What are the table touch times? 5 marks


Question12

What is the main ingredient in Brandy Whisky Van der Hum Gin Calvados5 marks


Question 13

What temperature should you serve white wine at?

2 marks


Question 14

Pair a piece of salmon with a varietal of wine.

3 marks


Question 15

Pair a springbok carpaccio with a red wine please

3 marks


Question 16

What is a the worst habit people have when opening a bottle of sparkling wine?

3 marks


Question 17

Why do you suggestively sell off the restaurant menu?

2 marks


Question 18

What is a good rule of thumb to remember when you are recommending a certain dish to a guest?

2 marks


Question 19

Name 2 customer “turnoffs”? 2 marks


Question 20

Complete the following statement People eat with their _______ ?1 mark


Question 21

Name 5 quality control points? 5 marks


Question 22

Explain a the procedure for handling the customer complaint?

4 marks


Question 23

Discuss personal appearance and grooming

2 marks


Question 24

Name 5 opening procedures or duties of a good server

5 marks


Question 25

What is the main ingredient in meat tenderizer?

1 mark


Question 26

What should you remember when carrying plates?

2 marks


Question 27

What are the rules of the floor? 2 marks


Exam

Thank you for writing the waiter test Total marks 85 80% REQUIRED FOR PASS

Documents

Waiter Training