Oppenheimer Film Discussion for Philosophy and Film
Week 11 - 12 Food And Beverage Service Method 3-2552
1. Week 11
Food and Beverage
Service Method
By Aj. Pavit Tansakul
Tourism and Hospitality Management Program
School of Management, Walailak University
Tel. 2248 email: tpavit@wu.ac.th
Food and Beverage Service Method
2. Objectives
1. State the important of service to the customer
2. Describe two ways in which service is important to
guests
3. Describe the role of servers in the foodservice
operation
4. Distinguish between the various categories an types
of service
5. Compare the advantages and disadvantages of
formal and informal methods of service
6. Describe the obstacles to good service
7. Consider the suggestions form restaurateurs on how
to improve service
Food and Beverage Service Method
3. Outline
1. Dining room service from the
customers’ point of view
2. The importance of service
3. The Role of Servers
4. Type of Service
5. The Obstacles to good service
Food and Beverage Service Method
4. Introduction
• This week focus on the
important of service to the
customer’s dining experience
• Server’s responsibilities and
tips for servers on how to
increase the level of service
and enhance the guests’
enjoyment
Food and Beverage Service Method
5. 1
Dining room service
from the customers’
point of view
Food and Beverage Service Method
6. Dining room service from customers’ POV
• What’s frequent complaint of FS customers?
Food and Beverage Service Method
7. When Dining Experience is lack of
• Friendly
• Competent service
• Ignore for period of
time
• Refuse to honor their
requests
Food and Beverage Service Method
8. Even ………
• A meal that is
expertly prepared
can ruined if it is
not served
properly.
Food and Beverage Service Method
9. What’s customers’ want?
1. Friendly servers
2. Knowledgeable about the
menu
3. Willing to provide
reasonable variations in
the menu
4. Bring things (food) to
the table before, rather
after, they are needed
Food and Beverage Service Method
10. 2
The importance
of service
Food and Beverage Service Method
11. The importance of service
1. Value for the guest
2. Impact on dining experience of the guest
Positive VS Negative
Food and Beverage Service Method
12. Determining Value
• Generally, the greater the
level of service provided to a
guest, the more the guest is
willing to pay for a meal.
• Guest appreciate the increase
attention and expect to pay
more for it.
• Example for same menu, Hamburger
at two type of restaurants-fast
food and moderate table service
Food and Beverage Service Method
13. Determining Value
• When deciding where to
dine, customers are aware
of the amenities each type
of operation offers and
approximately what they
will be charged for those
amenities, and they make
their choices accordingly.
• For many people, the value
that good service adds is a
key point in making this
decision.
Food and Beverage Service Method
14. Ensuring a positive dining experience
• Attentive
• Well-organized server
• Available when guest
needs
• Suggestive not
aggressive
• Speeds of service staff
Food and Beverage Service Method
15. 2
What Customers
Expect From Servers
Food and Beverage Service Method
16. What Customers Expect From Servers
The key points in maximizing customers’ enjoyment
include the following:
1. Accommodation
• In planning a menu for their favorite combination
• Servers must be provided w/ a list of items on
the menu that can be switched to better
accommodate guests
2. Attitude of servers’
• Good attitude is difficult to teach
• Good attitude and enjoyment in working are key
characteristics
Food and Beverage Service Method
17. What Customers Expect From Servers
3. Attentiveness
– Guests like to have their needs attended to while
dining out – they prefer to treat themselves by
having someone else take care of them.
– Server should also return to the table shortly
after delivering the meal to see that the guests
are satisfied and whether the guests need
anything else to complement their meal.
Food and Beverage Service Method
18. What Customers Expect From Servers
4. Timeliness
– Guest like to be taken care of in a timely fashion.
– They expect to be greeted at the table, presented
with the menu, have their order taken and their
course delivered.
– If there is going to be delay with any part of the
service sequence, the problem should be
communicated to the guest as soon as possible
– Timeliness does not mean the guest should be
served in RAPID SUCCESSION
Food and Beverage Service Method
19. What Customers Expect From Servers
5. Anticipation ก กF F F
– To anticipate rather than react; to be
alert to guests’ needs and potential
problems rather than having to react a
problem
– E.g. Guest with infant should assume
HIGH Chair and server bring it to the
table before the guest has to ask for
it.
– E.g. For the Guest who order French
Fried, server should bring Ketchup to
the table before the food is delivered.
Food and Beverage Service Method
20. What Customers Expect From Servers
6. Suggestive selling
– Some guests arrive at a restaurant with
– Their minds already made up as what they
are going to order
– Some make a decision after reviewing the
menu
– Some can't decide and need some assistant
– Suggesting menu by listen what they like or
dislike
– Suggesting selling also encourage guests to
order accompaniments they otherwise may
skip, such as wine or perhaps an after-diner
cordial or liqueur.
Food and Beverage Service Method
21. 3
The Role of Servers
Food and Beverage Service Method
22. The Role of Servers
• The tasks of server include
guest-contact to ensure a
pleasurable a dining
experience
• And to provide efficient
delivery of menu items,
indicates the time it took for
the cooks to prepare food
versus the time it took for
the server to pick up
Food and Beverage Service Method
23. The Role of Servers
1. Teamwork
– “Sorry this is not my station. I’ll
find your server and tell him that
you need something”
– Flying food Show – the first
server who arrives in the kitchen
is responsible for taking it to the
table
– Management should unify all
employees in the common goal of
taking care of the guest.
Food and Beverage Service Method
24. The Role of Servers
2. Finishing food preparation
The sole of server in
some operation includes
plating possibly dressing
salad, pouring soft drink,
plating and garnishing
dessert, dishing up soup,
and garnishing entrée
items
Food and Beverage Service Method
25. The Role of Servers
3. Menu knowledge
– The basics such as how a dish
is prepared (Baked, Broil,
sautéed, fresh. Frozen)
– Daily tasting of the menu
items, specials of the day, the
wine from the wine lists can
allow server to better
describe and suggest menu
items as well as to detect a
problem with an items before
it is served to a guest
Food and Beverage Service Method
26. The Role of Servers
4. Merchandising
– A serves as “Silent salesperson”
for an operation, providing the
guest with its daily offerings
– The server has an opportunity for
a much more effective and
personal level of selling.
– Merchandising skills are easily
taught.
– Many operations offer incentives,
such as meal or cash, to encourage
servers to suggest high-profit
appetizer and dessert items
Food and Beverage Service Method
27. 4
Type of Service
Food and Beverage Service Method
28. Type of Services
1. Self-service
1.1 Buffet service
2. Seated Service or Table Service
2.1 French Service
2.2 American Service
2.3 Banquet Service
2.4 English Service
2.5 Russian Service
Food and Beverage Service Method
29. Scope of Service
• Table setting (preparing)
• When seating guest, the server
should
• When taking the order, the server
should
• When delivering the food, the
server should
• Toward the end of the main
course, the server should
Food and Beverage Service Method
30. 1. Preparing for Service
2. Servicing the guest
3. Closing the service
Food and Beverage Service Method
32. 1.1 Buffet Service
• With buffet service,
guests select their
meals from an
attractive arrangement
of food on long serving
tables.
• The guests either help
themselves or are
served by chefs
standing behind the
buffet tables.
Food and Beverage Service Method
33. Buffet Service
• The service usually combines
both methods – the guests
select relishes, salads, and
vegetables themselves, and the
meat is carved and served to
the guests by chefs.
• Silverware and napkins may be
conveniently located on the
buffet table for the guests to
pick up with their meals, or a
complete cover.
Food and Beverage Service Method
34. Buffet Service
• The job of the server varies, depending on the
design of the buffet. The servers may serve only
beverages and dessert, or they may serve several
courses, such as the appetizer and soup, at the
guests’ tables.
Food and Beverage Service Method
35. Advantages and Disadvantages
• One advantage to buffet service is that food
can be displayed in a very attractive manner.
• However, this can quickly become a
disadvantage if care is not taken to keep the
food selection fresh and complete.
• Another advantage is that servers can attend
to many guests at one time, but guests receive
less personal attention than with table
service.
Food and Beverage Service Method
37. 2. Seated or Table Service
1. French Service
2. Russian Service
3. English Service
4. American Service
5. Banquet Service
Food and Beverage Service Method
38. Table Service
• There are many styles of table service:
French, Russian,
English, American
• No one style of service is better than any
other. Each form of service meets the
specific need and demands of individual
circumstances.
• Any combination may be used id consistent
with the restaurant’s concept
Food and Beverage Service Method
39. What is Table Service?
• In the past forty years
restaurant service has
changed as dramatically,
especially in America.
• American fine dining
restaurants tired to
emulate European manners.
French service was
considered the most
elegant, followed by Russian
and English.
Food and Beverage Service Method
40. What is Table Service?
• American service evolved from there European forms
of service, utilizing aspects of all three styles in vary
combinations.
• The style of service, a much as the Menu, Décor,
Uniforms, Table settings, and Ambience, should be
consistent with the type of cuisine that restaurant
offers.
Food and Beverage Service Method
41. Service Styles
• The most common styles for seated dining are
French, Russian, Butler, English and Family Service,
Room Service. Other Service included Buffet,
Cafeteria, Take-out, and Counter Service.
Food and Beverage Service Method
43. FRENCH SERVICE
• Or Service à la française, is the most elaborate and labor
intensive of all serving styles.
• Traditionally in French service, a meal was divided into 3
separate services or courses – 1st, 2nd, and dessert
• Much of the food was cooked or finished tableside from a
voiture, or cart, or guéridon, or side table, in the dining room.
Food and Beverage Service Method
44. French Service
• The food is cooked or
completed at a side table in
front of the guests.
• The food is brought from
the kitchen to the dining
room on heavy silver
platters and placed on a
cart called a guéridon.
• The food is completed by
cooking, deboning, slicing,
and garnishing as necessary
and served to the guests on
heated plates.
Food and Beverage Service Method
45. French Service
• Most graceful and
formal style of service
originated in Europe
• Use of silver serving
pieces
• The final cooking and
garnishing taking place
on a side table (guerdon)
• French service is the
most elegant of seated
services
Food and Beverage Service Method
46. French Service
• Foods that can be cooked,
assembled, or in a reasonably
shot time are prepared in
front of the guests.
• Typical specialties that may
be served in the French
style are La Salade Cesar
(Caesar salad), Le Tournedos
au Poivre (pepper steak), and
Les Crepes Suzettes (crepes
in orange sauce).
Food and Beverage Service Method
47. French Service
• Need for highly trained
service staff
• Great expense of the
equipment needed
• Waiters more likely to
be MALE than FEMALE
Food and Beverage Service Method
48. THE GUÉIDON Service
• Generally required two servers to deliver and prepare the food.
Food and Beverage Service Method
49. French Service
• Commis de rang ( )
•
– Must serve an
apprenticeship under a
chef de rang
• Chef de rang ( )
• F
– Or professional waiter
Food and Beverage Service Method
50. French Service
• They work as a team to take are of
the guest’s needs.
• The chef de rang always remains in
the dining room, whereas the commis
de rang is to go to the kitchen to
pick up the food or to return soiled
items
• The chef de rang adds the final
touches to the items in the dining
room and may finish with flaming the
items with brandy to catch
everyone’s attention.
Food and Beverage Service Method
51. Chef de rang
• Seat the guests if there is no host for dining
room
• Take the guests’ orders
• Serve the beverages
• Finish the preparation of food at the table in
view of the guests
• Plate and garnish the food on a heated plate
• Present the check to the guests and collect
the payment
Food and Beverage Service Method
52. Commis de rang
• Receive the order from the chef de rang and
deliver it to the kitchen
• Pick up the food in the kitchen on a silver tray
and place it on the side table
• Serve the plated food to the guests
• Assist the chef de rang as needed
Food and Beverage Service Method
53. Special Techniques done by Chef de Rang
• Tossing and Mixing
• Plate Presentation
and Sauces
• Deboning and Carving
• Flambéing
• Fire Plan
• Serving Hot Items
Food and Beverage Service Method
57. French Service
** Advantages **
☺ Very stylish and formal
☺ Guest can enjoy food prepared at side table
** Disadvantages **
☺ required a highly skilled staff
☺ Expensive on labor and equipment needs
☺ necessitates wide aisles, which means fewer tables
in the dining room
Food and Beverage Service Method
65. Russian Service
• Russian service is similar to French service in
many respects.
• It employs the use of heavy silver
serviceware, and the table setting is identical
to the French setup.
• The two major differences one server is
needed and that food is fully prepared and
attractively arranged on silver platters in the
kitchen.
Food and Beverage Service Method
66. Russian Service
• Server places a heated plate from
the right side, going around the
table clockwise.
• Then the server brings the platters
of food to the dining room from the
kitchen and presents them to the
guests at the table.
• Standing to the left of each guest
and holding the platter of food in
the left hand, the server show each
guest the food and then, using a
large spoon and fork in the right
hand, dishes up the desired portion
on the guest’s plate
Food and Beverage Service Method
67. RUSSIAN or PLATTER SERVICE
• Russian service, currently
considered platter service in
America, is used mostly for
banquets.
• It is less showy then French
service, but it is quicker and no less
elegant.
• In platter service, the food is fully
cooked and arranged and garnished
on large platters of food to the
dining room and present them on
Table
• The server moves around the table
counterclockwise, beginning with the
first woman seated at the host’s
right
Food and Beverage Service Method
69. Advantages and Disadvantages of Russian Service
• The advantages of Russian service are that only one
server is need and this service is as elegant as French
service, yet faster and less expensive. No extra space
is needed for special equipment, such as the gueridon.
• The disadvantages of Russian service are the large
investment is silver serviceware and the number of
platters needed, Russian service is particularly useful
at banquets where every guest receives the same
food selection.
Food and Beverage Service Method
72. English Service
• Used occasionally for a special dinner served
in a private dining room of a restaurant, but it
is more typical of a meal served by servants in
a private home.
Food and Beverage Service Method
73. English Service
• The food on platters and the heated plates
are brought from the kitchen and placed
before the host at the head of the table.
• Host or one of the servers carves the meat,
if necessary, dishes up the entrée and
vegetable on individual plates.
Food and Beverage Service Method
74. English Service
• She hands the plates to the
server standing to the left, who
server the guest of honor and
all other guests. Dessert may
also be served in this manner.
• All sauces and side dishes and,
in some cases, the vegetables
are on the table to be passed
by the guests.
Food and Beverage Service Method
75. Advantages and Disadvantages
• The advantage of English service is that it
involves a great deal of showmanship for a
special occasion.
• The disadvantages are that the host may be
required to do a lot of the work by dishing up
some of the food, and with only one person
serving the entrée, the service can be very
time-consuming.
Food and Beverage Service Method
76. English Service
• Or Family service
• The food is prepared in the kitchen and taken
to the dining room in serving platters and
bowls by the dining room staff
** Advantages **
☺ Service is quicker and easier
☺ each guest are allowed to choose the portion they
wants
Food and Beverage Service Method
78. ENGLISH service and Family Service
• In restaurant, usually
reserved for private rooms
or special group dinners.
• All food fully cooked in the
kitchen.
• Family style is similar to
English style, except that
the food are placed on the
table in large serving and
guests help themselves.
Food and Beverage Service Method
80. American Service
• American service is
less formal then
French, Russian, or
English service. It is
the most prevalent
style of service in
restaurants in the
United States.
Food and Beverage Service Method
81. American Service
• In American service, food is
dished up on plates in the
kitchen.
• Only one waitperson serves
the meal. Food is served
from the left of the guest,
beverages are served from
the right, and soiled dishes
are cleared from the right.
Food and Beverage Service Method
82. American Service
• The American breakfast and lunch
table setting differs from the
American dinner setting. Breakfast
and lunch are simple meals and
require only a limited amount of
service ware. Dinner involves more
courses and more service ware.
Food and Beverage Service Method
83. American Service
• It can be used to serve the guest who wants a
quick, filling meal at a casual restaurant with
simple service. American service can also be used
to serve the guest who intends to be entertained
for evening at a five-star establishment.
Food and Beverage Service Method
84. American Service
• The food is prepared and plated in kitchen
• The food brought to the dining room and
served by server.
• ** Advantages **
☺ Service is efficient, fast, requires minimum of
equipment.
☺ Servers are able to serve many guests with
minimal training
Food and Beverage Service Method
85. American Service
• ** Disadvantage **
☺ not very formal or elegant
Food and Beverage Service Method
86. American Service
Basic Rules of American Service
1. All solid food is served from the guest’s
LEFT with the LEFT HAND
2. All beverages are served from the guest’s
RIGTH with the RIGHT HAND
3. Dishes are cleared from the guest’s RIGHT
Food and Beverage Service Method
92. When Seating guests, the server should:
• Seat guests as soon as they enter the dining room, or at least
acknowledge them, and then seat them as soon as possible.
• Greet the guests when he or she arrives at the table, welcome
them to the restaurant, introduce him- or herself, present them
with the menu, tell the guests about any specials for the day or
any dishes on the menu that are not available, and ask them if
they would like anything to drink or anything from the bar (if
available at the operation).
• Fill their water glasses and remove extra place setting.
• Leave the table to pick up the customer’s cocktails and to give
the guests an opportunity to look over the menu.
Food and Beverage Service Method
93. When taking the order, the server should:
• Deliver the cocktails (if any have
been ordered) from each guest’s
right.
• Take the guest’s order. Most
operations have a standardized
system for numbering the customers
at the table based on a geographical
portion of the dining room, such as
the front door or fireplace, so that
any employee can deliver food to the
proper guest.
• After the guests have ordered, offer
accompaniments, such as appetizers
or wine, to increase the guests’ dining
enjoyment and, it is hoped, the
server’s gratuity.
Food and Beverage Service Method
94. When taking the order, the server should:
• Remember that the goal of the operation is to satisfy the
guests. Try to accommodate guest’s needs and desires. Be
aware of the policies of the operation so that “special orders”
can be offered or accepted.
• Serve the bread and butter. A general policy is to deliver the
bread and butter after the order is taken to prevent guests
from filling up on bread instead of ordering appetizers.
• Deliver the order to the kitchen. Double-check with the kitchen
that all items ordered are available. While the food is being
prepared, anticipate the food items and tableware the guests
will need for their meal and take them to the table before the
food is served. Items such as catsup for French fries, mustard
for a hamburger, and a steak knife for steak are examples of
things that guests are likely to need.
Food and Beverage Service Method
95. When delivering the food, the server should:
• Deliver the appetizer, soup, or salad. This course
serves two purposes—it stimulates the guest’s
appetites, and it occupies their time while the main
course is being prepared. Soups and salads are
sometimes made available for the server to plate up,
thus freeing the kitchen staff. Depending on the
procedures of the operation, the kitchen may be
notified when the soup or salad is delivered. The
kitchen staff then knows how to time the preparation
of the main course so that it is ready when the guests
finish the first course.
Food and Beverage Service Method
96. When delivering the food, the server should:
• Clear the first-course dishes and tableware, from the
right, to make room on the table for the main course.
• When in the kitchen to pick up the main course, collect
all of the items needed to serve it—butter, sour cream
for a baked potato, serving utensils—prior to picking up
the food.
• The main course is plated by the kitchen, but the server
may need to garnish the plates before delivering them.
The server makes the last check of the food prior to
the guests’ receiving it.
• It is important to see that the correct order is served
(not another server’s), that the order is complete, and
that the quality of the food meets the standards of the
operation.
Food and Beverage Service Method
97. When delivering the food, the server should:
• The food is usually carried to the dining room on a
tray, so the server needs to pick up a tray stand to
set the food on while serving the main courses to the
guests.
• Serve the food to the guests using the numbering
system noted when taking the order. Women are
usually served first, then men. The main course is
served from the left with the left hand.
• Replenish water glasses and ask the guests whether
they would like a refill of their other drinks.
• Return to the table within 3 to 5 minutes after
delivering the food to ensure that everything is
satisfactory and that the guests have everything
they need to enjoy their meal.
Food and Beverage Service Method
98. The end of the main course
• Keep an eye on the guests while they are eating to see if they
need anything else. When they have finished eating, remove the
main course dishes from the right with the right hand.
• Remove items from the table that are not needed for dessert,
such as salt and pepper, extra silverware, etc.
• Use a folded napkin to remove crumbs and food scraps from the
table.
• Ask the guests if they would like a refill of their beverage,
coffee or tea, or an after-dinner drink.
• Suggest some desserts, offer the dessert menu, or present the
dessert cart or tray (if used). The visual presentation of
desserts is usually very effective.
Food and Beverage Service Method
100. Banquet Service
• Banquet service involves
serving a meal to a group of
people who are celebrating,
gathering for a special
occasion, or honoring special
guests. The menu, number of
guests, and time of service
are predetermined, and the
banquet is well organized in
advance.
Food and Beverage Service Method
101. Banquet Service
• The server generally sets the table with
American setting modified according to the
particular menu.
Food and Beverage Service Method
102. Banquet Service
• The food is put on plates in the kitchen and served to
the guests in the usual American serving style or in
French, Russian, or buffet style, as predetermined.
• The head table is served first, then the rest of the
tables. Water and coffee are replenished periodically.
Food and Beverage Service Method
103. Banquet Service
• If the guests will remain seated for entertainment or
a speaker after dinner, be sure the tables are cleared
and tidy at the completion of the meal. Because the
banquet is paid for in advance, the server does not
need to present a check or collect payment.
Food and Beverage Service Method
104. Advantages and Disadvantages
• The advantage of banquet service is that the
menu and serving time are predetermined,
which makes service a simple routine,
accomplished by fewer servers than needed
for other types of serving.
• A disadvantage of banquet service is that
guests receive very little personal attention.
They are usually seated in close quarters,
which makes proper service difficult.
Food and Beverage Service Method
106. BUTLER Service
• Butler service procedures are basically the same as for Russian service,
except that the guests serve themselves with utensils provided from
the platter which is held by the waiter with BOTH HANDS
Food and Beverage Service Method
111. Russian Service
English Service
Formality and Elegance
Efficiency
Food and Beverage Service Method
112. 5
The Obstacles to
good service
Food and Beverage Service Method
113. The Obstacles to good service
• The problem of poor service
in American restaurants is a
complex one. Customers want
and even demand better service;
restaurateurs understand the
importance of providing good
service to their guests. The
question then is, what are the
obstacles facing restaurants in
their pursuit of providing good
service to their guests?
Food and Beverage Service Method
114. The Obstacles to good service
• The position of server in Europe
is held mostly by men and is
highly respected. The position of
server in this country, for the
most part, is looked down on, and
is filled by people who are waiting
tables while waiting for something
else—college students, fledgling
actors, and so on. The lack of
dedication to a career of waiting
tables can have an effect on the
quality of service.
Food and Beverage Service Method
115. The Obstacles to good service
• To further complicate the matter,
American employers are allowed to
pay restaurant servers a wage
below the federal minimum. The
employee who spends the most
time with the guest and who has
the most dramatic effect on the
guest’s dining enjoyment is
rewarded by a below-minimum wage.
Such an employee does receive
tips, but management cannot
expect to attract people who are
serious about service if they are
offered such a low wage.
Food and Beverage Service Method
116. The Obstacles to good service
• Training is very important to a
server’s ability to provide good
service to guests. Today’s poor
service has been blamed on the
method of training, or lack of it,
that is given in most foodservice
operations. Managers cannot expect
servers to be competent and
efficient at their jobs if their
training is limited to the location of
their station and how to fill out a
ticket for food. Servers are
frequently trained by shadowing or
trailing an experienced server or
server-trainer.
Food and Beverage Service Method
117. The Obstacles to good service
• The new server is given an
opportunity to pick up the good habits
and methods of the trainer; the
problem is that he or she also has an
opportunity to pick up the bad habits.
The success of shadowing is limited
to the learning the mechanics of
serving—how to fill out a ticket, how
to set a table properly, and how to do
the side work. The key components
of the server’s job are not usually
addressed, such as suggestive selling,
anticipation, and accommodating the
guests’ needs.
Food and Beverage Service Method
118. Obstacles to good service
• Is complex from the
customer want and demand
better service.
• Understand the
importance of providing
good service to the guests
• Pay the wage at reasonable
level on their jobs
• Training for a better
service
Food and Beverage Service Method
