INTRODUCTION TO DINING ROOM SERVICE

MODULE 4

OBJECTIVES
At the end of the lesson, the students shall be able to: identify the positive qualities of a foodservice personnel analyze the importance of service in a restaurant dining room

OBJECTIVES
participate in a panel discussion to clarify positions on a certain topic resolve a conflict or problem peacefully create a peaceful and harmonious classroom environment

LETTERS FROM GUESTS

Two letters will be distributed to the class. Read the letters and discuss as a group. Answer the questions that follow. Choose two representatives to serve as panelists

PANEL DISCUSSION
Two panelists from each group should come in front for the activity Questions will be asked and the members of the panel are expected to share ideas and opinions Best answer will earn 1 point for the group

QUESTION #1

If you were the service personnel, how would you have handled the situation?

QUESTION #2

What actions should John Beier take after receiving the complimentary letter from Toby Strianese?

QUESTION #3

What actions should Lori Smith take after receiving the complimentary letter?

QUESTION # 4

Describe your worst restaurant experience. What could have been done to make it better?

QUESTION #5

Describe your best restaurant experience. Tell why it was the best.

QUESTION # 6

What is the importance of service?

QUESTION # 7

How are services different from tangible products?

QUESTION # 8

Explain word of mouth publicity. Why is it the most potent form of publicity?

UNDERSTANDING GUEST SERVICE

SERVICE intangible products

Competence and friendliness

PRODUCT tangible products

HOW TO PROVIDE A GOOD GUEST EXPERIENCE?

Attitude My service Customers Expectations Customers reaction

MY ATTITUDE

What is Attitude?

ATTITUDE IS THE WAY ONE

COMMUNICATES MOOD TO OTHERS, WHO WILL RESPOND ACCORDINGLY

POSITIVE ATTITUDES
Being Optimistic Feeling good about yourself Feeling good about others Feeling good about life Seeing the best in others Expecting good things to happen

POSITIVE ATTITUDES
Seeing the bright side of all situations Being enthusiastic Being creative and open Anticipating successful encounters Each customer is an exciting challenge

NEGATIVE ATTITUDES
I am bored! I do not have time It wont work I cannot get organized Im too busy I dont know what to say I am nervous I cannot do it I dont stand a chance

NEGATIVE ATTITUDES
I nobody likes me I am not good enough Others are better than me I cannot win Its not my day I am scared of customers

BENEFITS OF A POSITIVE ATTITUDE

Creates enthusiasm Enhances creativity Magnifies positivity People like you Boss likes to work with you You become helpful Makes others positive Wins cooperation

BENEFITS OF A POSITIVE ATTITUDE

Become popular

HOW TO DEVELOP A POSITIVE BEHAVIOR

Habits Repetitive action Beliefs Accepting a thought as true

MY SERVICE

What is service?

SERVICE IS THE TOTAL EXPERIENCE

THAT A CUSTOMER GETS THROUGH PEOPLE WHEN SATISFYING A NEED.

UNDERSTANDING NEEDS AND WANTS OF CUSTOMERS

Physiological needs Security needs Belonging Self Esteem Self-Actualization

NEEDS VS. WANTS

Needs those factors essential for human wellbeing Wants cultural manifestations of needs

PHYSIOLOGICAL NEEDS

Factors essential for human survival

SECURITY NEEDS

Physical and emotional safety factors

LOVE & BELONGING NEEDS

The need to be social

STATUS AND SELF-ESTEEM NEEDS

Status the way others perceive us Self-Esteem the way we perceive ourselves. Self-respect

SELF ACTUALIZATION

The desire to control the environment and contribute to it

COMPETENCIES OF A FOODSERVICE PROFESSIONAL

Grooming and hygiene Basic Etiquettes Hygiene and Sanitation Teamwork Attitude Discipline Courtesy

GROOMING AND HYGIENE

Grooming the way one physically presents himself or herself Hygiene & Sanitation - Cleanliness

BASIC ETIQUETTES
Prompt service Use magic words Strike a match to enable a guest to light his or her cigarette Carry pencils in the trouser pocket and not behind the ears Remove tips after the guest has left

HYGIENE AND SANITATION

Lead guests only to clean tables Remove soiled dishes or leftover foods immediately Clean cutlery in fresh water and dry them before use Keep sideboards, table and other surroundings clean and meticulous

TEAMWORK

The ability to work with others

ATTITUDE

mood

DISCIPLINE

Self-control

COURTESY

Showing respect to others

BASIC TECHNICAL SKILLS

1.

2. 3. 4. 5.

Holding and using a service spoon and fork, and other service equipment Carrying plates Using a service salver Carrying glasses Carrying and using large trays

HOLDING AND USING A SERVICE SPOON AND FORK

The service fork should be positioned above, or on top of, the service spoon. Lock the ends of the service spoon and fork with he small finger and the third finger. The spoon and fork are manoeuvred with thumb and the index and second fingers.

CARRYING PLATES
Clean plates can be carried in a stack, using both hands, or using a tray. When carrying clean plates which are to be placed on a customers table, a single hand is used to place the plates at each cover on the customers table.

CARRYING PLATES
If the plates are hot then the plates are held with a service cloth placed on the palm of the left hand. A separate service cloth is then used in the right hand to hold the hot plates when placing them in front of the customer.

CARRYING PLATES

When carrying plates of pre-plated foods and when clearing plates from a customers table, a single hand is used to hold the plates ( usually the left hand) and the right hand is used to place and remove plates from the customers table.

USING A SERVICE SALVER

A service salver is a round, normally silver or stainless tray. A napkin (folded flat ) is placed on the tray to help prevent items from slipping on the tray as they are being carried.

USES OF THE SERVICE SALVER:

Carry clean glasses to, and remove dirty glasses from, a customers table Carry clean cutlery to and from a customers table Place clean cutlery on the table Provide an underflat when silver serving vegetables

USING A SERVICE PLATE

A service plate is a joint plate with a napkin upon it.

USES OF A SERVICE PLATE

For placing or removing clean cutlery from the table For clearing side plates and side knives For crumbing down after the main course, or any other stage of the meal if necessary For clearing accompaniments from the table as when necessary

CARRYING GLASSES
BY HAND : Wine Goblets should be positioned between alternate fingers as far as possible. The wine goblets should only be carried in one hand, allowing the other hand to remain free to

CARRYING GLASSES

BY HAND
Steady oneself in case of emergencies

CARRYING GLASSES

CARRYING GLASSES ON A SERVICE SALVER

A service cloth can be placed underneath the salver on the palm of the hand to allow the service salver to be rotated more easily in order to remove each wine goblet in turn by the base and to set it on the table

The first dirty wine goblet cleared should be placed on the service salver nearest to the server.

INTERPERSONAL SKILLS
Addressing customers Dealing with incidents Spillages Returned food Lost property Illness alcohol overconsumption

INTERPERSONAL SKILLS
Unsatisfactory appearance Recording incidents Dealing with children Lost children Customers with special needs

CLOSURE
1.

2.

3.

What is a positive attitude? How do you think would a positive attitude help you prevent or resolve a conflict with other people? Pause for a moment and make a quick self assessment. Do you think that you have a positive attitude?

CLOSURE
If yes, how would you utilize that positive attitude to promote a peaceful and harmonious classroom environment? If no, what will you do to change a negative attitude to a positive one?

BUDDY JOURNAL
Write your answers on your buddy journal. Afterwards, exchange notebooks with your friend or partner so that the other may write his or her reaction to what you have written