Serving Guests –
The Main Event
Chapter 6 Highlights
Professional Service anticipates the
guests’ needs and remains in control
of the dining experience
The Three “R’s” of Glassware
Refill
 Replace



Sell that second beverage before the entrée is
served.
Remove

Always clear whatever is possible to give the
guest maximum space at the table.
Reading the Table

Make that first approach count.

Get a sense of the guest when you first visit
the table.

While there is a systemized way to offer
service you must be flexible to each
guest’s needs.

Be sure to watch for nonverbal clues too.
Standards of Service

To insure proper service each restaurant should
have established “standards” that the staff strives
for. The manager should check to see that these
“standards” are being met on a regular basis.



Greet the table within 30 seconds to 1 minute after
being seated.
Serve women (older to younger) then kids and finally
men
For food serve left, clear right (RKR standard)

This is different than the book!
The Three T’s of Service

Technique


Timing


Do what you can to enhance the
guest’s experience
MEP and cold food cold and hot
food hot
Teamwork

Everyone suffers when one
person neglects their work
The Sequence of Service

Different meal periods require different
sequences.


Coffee offered right away at breakfast but not
necessarily at lunch.
Menus offered after cocktails in fine dining at
dinner
Greeting and Seating

Consider




Warm greeting
Take coats, umbrellas, etc for safety
Servers should help pull chairs
Extra place settings should be removed
Bread
When to serve bread should be consistent
in the sequence of service.
 Before or after order is taken depends on
clientele and role of bread in the overall
menu.

Beverage
Suggestive sell where possible
 Use the “greet exit”
 Identify the drink for the guest as it is
served
 Use cocktail napkins for tables without
linen

Menu Presentation and
Order Taking
Present Menu when first seated (RKR
standard)
 Order is taken from the right
 Be sure to “sell” specials at the first visit
to the table
 Use seat numbers on order pad and use
house approved abbreviations for menu
items
 Know the menu!

Wine Order
Generally taken after food order for
matching purposes
 Trained wait staff can make
recommendations!

ASCEND
A powerful new system
for increasing wine
sales in casual
restaurants.
 http://www.globalacco
unts.net/CA_additional
_docs/Ascend-Web.pdf

Courses

Appetizer and/or Soup


Flatware mise en place and flatware carried on
silverware transport plate (plate with folded
napkin)
Main Course


Hold plate by rim, position protein at 6 o’clock,
warn guest of hot plate
2 minutes or 2 bites (RKR standard)
Courses

Salad




Use of show plate for appetizer and soup or
salad when they are before entrée
May be served after main course
Don’t forget to offer pepper
Fruit and Cheese

French prefer fruit then cheese, small portions
Courses
Crumbing the table with crumber or
napkin
 Dessert




Cart, tray, or separate menu
Dessert sampler is a nice idea for a group and
a great way to show off
After Dinner Drinks

Clear the table of anything extraneous.
Courses

Pipes, Cigars and Cigarettes


Laws are different in each state
The Check



Leave a sweet taste in the mouth of a guest
with a mint
Know the law of doggie bags for wine
Say thank you for coming!
Summary
Establishing and enforcing standards for
service make for a more pleasant guest
experience
 Communicating these standards is ongoing
 Flexibility is key to guest happiness
