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SERVICES DEPARTMENT
Services Department is also referred to as wait staff, are restaurant
employees who create a dining experience for guests in a restaurant by
making them feel welcome and
comfortable, taking their orders,
serving the meal, clearing the area,
and setting the table for the
customers, While a close
relationship exists between service
and hospitality, there is a distinct
difference between the two.
Service Department in a restaurant
concerns with filling the needs,
wants, and desires of the guests.

Service is what servers provide to

meet the expectations of the guests
when they come to dine. Guests
expect a clean table, clean dishes
and utensils, safe food, hot foods
served hot, and cold foods served
cold, A pleasant and healthy
environment.

The Representatives of the

services department will play keen role in creating the image of restaurant.
As services first part is hospitality .Hospitality goes beyond the service
guests expect of servers. Hospitality means creating a pleasant dining
experience for your guests with small gestures like giving a friendly
greeting, smiling—even when very tired, remembering names, hanging up
coats, pulling out chairs, remembering a returning guest’s favorite drink,
knowing exactly what is ordered, and anticipating what the guest needs next.
It is paying close attention to detail. It is acknowledging guests promptly,
making friendly small talk, and saying a pleasant goodbye when the guests
leave the restaurant. It is reading the guests and always making them feel
comfortable, welcome, and important. Hospitality is a key element to

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bringing guests back and to increasing the amount of your tip. Despite tired
feet, unruly guests, and job demands, there are many advantages to holding a
job as a server.

Functions of Services Department

The main functions of the services department in Haweli are as follows

 Customer Handling.

 Banquet Services

 Food And Beverages.

 Operations Handling.

Customer Handling :
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Haweli would be one of the

most elegant restaurants.
Where the best customer
handling skills will bring
customers retention and
loyalty, The services
department would be
engaged in providing good
service in handling the
customers which in
alternate can make more
money in tips and wages
than a cook, administrative Department or the Marketing department.

The responsibilities Services department as per customer handling are as

below;

HELPING GUESTS MAKE FOOD AND BEVERAGE SELECTIONS

• Presenting the menus
• SSuggesting special food and beverages
• Offering cocktails and suggesting the new ones
• Answering questions

INITIATE THE DINING EXPERIENCE FOR GUESTS

• Making guests feel welcome, comfortable, and important
• Maintaining an atmosphere of hospitality
• Making staff to work as a team with coworkers for smooth restaurant
operation

HANDLING GUESTS WITH SPECIAL NEEDS

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Encountering guests who have special needs, such as guests who are very
young, disabled, foreign-born, or intoxicated.

HANDLING YOUNG GUESTS

• If assigned party of guests including young child, suggest a high chair
or booster seat. Treating the child as an important person
• Showing patience and pleasantness,
• Assisting the parents in making the child comfortable.

Disabled Guests
• Handling Disable guests attentively to know to his or her needs.
• Making proper understanding how he/she would like to be helped.
• Understanding the disability and assisting him or herproperly and
discreetly.

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Food And Beverages

The Services department will be having a content of the menu organized into
categories, or food groups, and also features specials. Foods on menu are
taken in the order in which they are usually eaten. The Beverages contract
will be done With Coke Cola Beverages in cold drinks.
The lists as per specials, and trends in foods presented and provided are.

FAST FOOD

• Chicken Sandwich

• Club Sandwich

• Chiken Pieces

• Beef Stakes

• Zinger Burger

• Zee Burger

• Chicken Wings

• Nuggets

• Drum Sticks

Chinese

• Egg Fried Rice

• Chicken Manchurian

• Chicken shashlik
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• Variety of Soups

• Chicken chowmen

Haweli Specials

• Shahi Biryani

• Sindhi Biryani

• Masala Rice

• Murgh Channa

• Irani Daal

• Chicken Boti

• Kabab Masala

• Achari Boti

• Karahi Gosht

• Mutton Qorma

• Reshmi kabab

• Afghani kabab

• Tawa chicken

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• Tawa boti masala

• Tawa makhni

• Daal makhni

• Palak paneer

• Madras biryani

• Sajji

DESSERTS
• Zarda

• Sheer Khurma

• Firni (Diet)

• Fruit Triaffle

• Fruit Chat

• Channa Chat

• Ice cream

• Rasgullay, Gulab jamun

• Tea

• Green Tea

Beverages
• Cold Drinks

• Lemonade
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• Pinacolada

• Icecream Shakes

• Coktail juices

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BUFFET
With buffet service, guests would select their meals from an attractive
arrangement of food on long serving tables in Haweli. The guests either help
themselves or will served by chefs standing behind the buffet tables. The
service will usually combine both methods—the guests select relishes,
salads, and vegetables themselves, and the rest food items would be 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 covers, including rolls, butter, and condiments,and
preset at the dining tables. The job of the staff varies, depending on the
design of the buffet. The servers may serve only beverages and dessert, or
they may serve several courses, as per the trend and style of running services
and environment.

The Buffet at Haweli will be categoriesed in three timings

 Lunch
 Hi Tea
 Dinner

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The food items included in it are as given Below;

LUNCH
• Fruit Chat

• Channa Chat

• Dahi Baray (Bhalay)

• Shahi Biryani

• Sindhi Biryani

• Masala Rice

• Egg Fried Rice

• Murgh Channa

• Irani Daal

• Chicken Boti

• Kabab Masala

• Achari Boti

• Karahi Gosht

• Mutton Qorma

DESSERTS

• Zarda

• Sheer Khurma

• Firni (Diet)

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• Fruit Triaffle

• Russian Salad

• Cram Salad

• Red Bean Salad

• SAlad

• Tea

• Green Tea

• Coffee

HITEA

• Chicken Sandwich

• Club Sandwich

• Chicken Wings

• Nuggets

• Drum Sticks

• Karahi Gosht

• Gurda qeema

• Haleem

• Desi Chana

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• Daal Makhni

• Tawa Chiken

• Ice cream

DESERTS

• Tea

• Green tea

• Coffee

BEVERAGES
• Cold Drinks

• Lemonade

• Pinacolada

• Icecream Shakes

• Coktail juices

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DINNER

• Reshmi kabab

• Afghani kabab

• Tawa chicken

• Tawa boti masala

• Tawa makhni

• Daal makhni

• Palak paneer

• Madras biryani

• Achari biryani

• Steam rice

• Chicken Manchurian

• Chicken shashlik

• Chicken chowmen

• Palak gosht

• Mutton paya
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• Special taka tak

• Gurda qeema

• Sajji with rice

DESSERTS

 Gol gappay

 Jalaibi

 Gulab jamun

 Ras malai

 Shahi tukray

 Ice cream

 Tea

 Green tea

 Coffee

BANQUET SERVICE
The services Department will be responsible to banquet services in
restaurant. The Banquet service will involve 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 will be
predetermined,
The services department will cater the restaurant hall , or the reserved tables
if needed ie : Setting up balloons at a Birthday event, setting color full
candles etc.

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The service department will generally set the tables with American
settings modified according to the particular menu. For example, soup
spoons or steak knives may be part of the initial cover if soup or steak is to
be served. Buffet service is used at a banquet, and the table is set
accordingly.
Currently the management isn’t working and taking orders for large banquet
services such as wedding, Office conferences, out door caterings but will be
offering in future.

Operations Under Services Department

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The services Department will be responsible for managing all the staff at
work and assigning daily routine tasks and keeping check on its
performance, the duties may include ;

MANAGING STAFF
The service department is responsible to manage the according to the need
of the restaurant operations on day to day basis as per requirements.

MAINTAIN FOOD AND RESTAURANT SAFETY AND

SANITATION

Adhering safe handling of food and utensils according to Hazard Analysis

and attending to accident prevention. Being prepared for unforeseen
accidents and emergencies

PREPARE RESTAURANT FOR DINING

The main duty at start will be Cleaning tables in an assigned area of the
restaurant,
Arranging the silverware, napkins, glassware, and centerpieces, Stocking
and maintaining serving area

SUBMIT FOOD AND BEVERAGE ORDERS TO KITCHEN

• Taking the order
• Identifying dietary requests
• Submitting the order to the kitchen
• Timing the meal

SERVE THE MEAL

• Staging meal according to prescribed rules of service
• Serving beverages, cocktails
• Picking up, garnishing, and serving food
• Providing any meal garnishes

MONITOR THE MEAL IN PROGRESS

• Inquiring of needs
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• Replenishing utensils
• Refilling water, reordering more beverages
• Removing completed courses

CONCLUDE THE DINING EXPERIENCE

• Totaling charges and presenting the guest check

• Accepting and settling payment
• Taking leave of guests and inviting them back again

TAKING SANITATION SERIOUSLY

The services department team will almost contact with foods servers to
guests as the kitchen staff. Sanitation is the process of working out ways to
improve health conditions. Strict sanitation guidelines will be used when
handling food to avoid spreading diseases that may be distressing or life-
threatening to guests.
ISSUES REGARDING RESTAURANTS
Current issues in restaurant employment include diversity, harassment,
violence and drugs, safety, and sanitation. Some of these issues are covered
more thoroughly will be managed and operated by the services department.
KEEPING VIOLENCE AND DRUGS OUT OF THE WORKPLACE
Violence is rough or harmful action or treatment. Every department of the
restaurant shares responsibility for maintaining a safe work environment.
When someone acts out of the ordinary, management should be advised
immediately. The service department will be handling such violence at
upfront and firstly.
The services department will be responsible to avoid and stop if any kind
of drugs are being used by the staff or the guests, for a healthy environment.
A Smoking zone is provided for guests who like to smoke.

RESPECTING THE DIVERSITY OF ALL PEOPLE

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Diversity means difference or unlikeness and refers to the fact that each
person is unique with regard to race, color, creed, ethnicity, religion,
national origin, gender, sexual orientation, disability, age, marital status,
socioeconomic status, veteran status, belief, or ideology, to name just a few
dimensions. The services department is responsible to control such diversity
problems.

SAFETY AND PREVENTING ACCIDENTS

Safety is freedom from harm or danger. It is important for employees and
management to work together to maintain a safe and secure restaurant
environment.
Service Department should be alert to any hazards they encounter. Most
accidents are avoidable if a problem is noticed and solved in time.
Addressing unsafe work routines, blocked exits, chipped or broken service
ware, and grease and food spills immediately upon notice will prevent
accidents from occurring.

SPSECIAL TRAININGS

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The service department will be engaged in special training of the restaurant

the conten of meeting may include materials enhancing personal and
professional Skills
Some of the main contents are as :
INITIATING THE SERVICES
✔ controlling the flow in the dining room.
✔ How to approach guests who are seated.
✔ Techniques for taking orders.
✔ Techniques for taking orders.
✔ Methods of taking orders.
✔ Appropriate and inappropriate topics of conversation.
✔ Prepare to answer common questions guests may ask.
✔ Manage the timing of the service and meal.
✔ Methods of placing orders in the kitchen.

SERVING THE MEAL

✔ Technique for serving each course at tables and booths.
✔ Understand servings beverages.
✔ How to clear soiled dishes.
✔ Techniques for serving efficiently.
✔ Handling complaints.
✔ How to increase, receive, and report tips.

HANDLING SERVICES THROUGH TECHNOLOGY

SERVICES DEPARTMENT By : Umer Javed & Ayisha

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The service department is responsible in using technology for the ease of

maintaining the sales record, expenses and inventory.
Computers in Restaurants
Haweli restaurant will use POS system which may be as simple as a single
computer stand-alone uni-operated by a cashier. POS systems, servers act as
cashiers and complete the entire transaction for their guests.
Restaurant POS systems are set up so servers can create and store open
checks, add a bar tab to the food order, communicate orders to the kitchen,
know immediately if a food item is sold out, send “fire” orders to the kitchen
to start the next course, or signal a need for a utensil that has been dropped
on the floor. With the POS system, guest checks can be totaled and tax
added for the server. The system may be able to split a check between guests
or split it evenly by the number of guests in the party. Guests’ credit cards
can be swiped for Internet-based credit card authorization.

Components of a POS System

• OFFICE COMPUTER
• SERVER TERMINAL WITH TOUCH SCREEN MONITOR

• PRINTER

• CASH DRAWER

• MAGNETIC CARD READER

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