Food and Beverage Service Methods Explained

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
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
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
Introduction
This week focus on the
important of service to the
customers dining experience
Servers responsibilities and
tips for servers on how to
increase the level of service
and enhance the guests
enjoyment
1
Dining room service
from the customers
point of view
Dining room service from customers POV

Whats frequent complaint of FS customers?
When Dining Experience is lack of
Friendly
Competent service
Ignore for period of
time
Refuse to honor their
requests
Even
A meal that is
expertly prepared
can ruined if it is
not served
properly.
Whats 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
2
The importance
of service
The importance of service

1. Value for the guest
2. Impact on dining experience of the guest
Positive VS Negative
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
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.
Ensuring a positive dining experience

Attentive
Well-organized server
Available when guest
needs
Suggestive not
aggressive
Speeds of service staff
2
What Customers
Expect From Servers
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

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.

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

5. Anticipation
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.

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.
3
The Role of Servers
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
The Role of Servers

1. Teamwork
Sorry this is not my station. Ill
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.
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 entre
items
The Role of Servers

3. Menu knowledge
The basics such as how a dish
is prepared (Baked, Broil,
sauted, 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
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
4
Type of Service
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
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
1. Preparing for Service

2. Servicing the guest
3. Closing the service
1. Self-Service
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.
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.
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.
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.
2. Seated or Table Service
1. French Service
2. Russian Service
3. English Service
4. American Service
5. Banquet Service
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 restaurants concept
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.
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, Dcor,
Uniforms, Table settings, and Ambience, should be
consistent with the type of cuisine that restaurant
offers.
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.
FRENCH SERVICE
FRENCH SERVICE
Or Service la franaise, 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 guridon, or side table, in the dining room.
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 guridon.
The food is completed by
cooking, deboning, slicing,
and garnishing as necessary
and served to the guests on
heated plates.
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
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).
French Service
Need for highly trained
service staff
Great expense of the

equipment needed
Waiters more likely to
be MALE than FEMALE
THE GUIDON Service

Generally required two servers to deliver and prepare the food.
French Service
Commis de rang ( )

Must serve an
apprenticeship under a
chef de rang
Chef de rang ( )

Or professional waiter
French Service
They work as a team to take are of
the guests 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
everyones attention.
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
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
Special Techniques done by Chef de Rang

Tossing and Mixing
Plate Presentation
and Sauces
Deboning and Carving

Flambing
Fire Plan
Serving Hot Items
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
French Service
Guridon / Carving Trolley
Rechaud
French Service Table Setting
Table Setting
RUSSIAN SERVICE
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.
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 guests plate
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 hosts
right
RUSSIAN or PLATTER SERVICE
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.
Russian Service
ENGLISH SERVICE
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.
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 entre and
vegetable on individual plates.
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.

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 entre, the service can be very
time-consuming.
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
English Service
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.
AMERICAN SERVICE
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.
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.
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.
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.
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
American Service
** Disadvantage **
not very formal or elegant
American Service
Basic Rules of American Service
1. All solid food is served from the guests
LEFT with the LEFT HAND
2. All beverages are served from the guests
RIGTH with the RIGHT HAND
3. Dishes are cleared from the guests RIGHT
American Service
American Service Table setting
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 customers cocktails and to give

the guests an opportunity to look over the menu.
When taking the order, the server should:

Deliver the cocktails (if any have
been ordered) from each guests
right.
Take the guests 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 servers gratuity.
When taking the order, the server should:

Remember that the goal of the operation is to satisfy the
guests. Try to accommodate guests 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.
When delivering the food, the server should:

Deliver the appetizer, soup, or salad. This course
serves two purposesit stimulates the guests
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.

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 itbutter, sour cream
for a baked potato, serving utensilsprior 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 servers), that the order is complete, and
that the quality of the food meets the standards of the
operation.

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.
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.
BANQUET SERVICE
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.
Banquet Service
The server generally sets the table with
American setting modified according to the
particular menu.
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.
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.

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.
BUTLER SERVICE
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
ROOM SERVICE
ROOM service
Room Service
Room Service
Russian Service
English Service
Efficiency
Formality and Elegance
5
The Obstacles to
good service
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?

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
elsecollege 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.

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
guests 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.

Training is very important to a
servers ability to provide good
service to guests. Todays 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.
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
servinghow to fill out a ticket, how
to set a table properly, and how to do
the side work. The key components
of the servers job are not usually
addressed, such as suggestive selling,
anticipation, and accommodating the
guests needs.
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

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Week 11

Food and Beverage

By Aj. Pavit Tansakul

Food and Beverage Service Method

Food and Beverage Service Method

Food and Beverage Service Method

Dining room service from customers POV

Food and Beverage Service Method

When Dining Experience is lack of

Food and Beverage Service Method

Food and Beverage Service Method

Whats customers want?

Food and Beverage Service Method

Food and Beverage Service Method

The importance of service

Food and Beverage Service Method

Food and Beverage Service Method

Ensuring a positive dining experience

Food and Beverage Service Method

Food and Beverage Service Method

What Customers Expect From Servers

What Customers Expect From Servers

Food and Beverage Service Method

What Customers Expect From Servers

They expect to be greeted at the table, presented

Food and Beverage Service Method

What Customers Expect From Servers

E.g. For the Guest who order French

Food and Beverage Service Method

What Customers Expect From Servers

Some guests arrive at a restaurant with

Their minds already made up as what they

Some make a decision after reviewing the

Some can't decide and need some assistant

Suggesting menu by listen what they like or

Suggesting selling also encourage guests to

Food and Beverage Service Method

Food and Beverage Service Method

The Role of Servers

The Role of Servers

find your server and tell him that

Flying food Show the first

Food and Beverage Service Method

The Role of Servers

Food and Beverage Service Method

The Role of Servers

Food and Beverage Service Method

The Role of Servers

The server has an opportunity for

Food and Beverage Service Method

Food and Beverage Service Method

2. Seated Service or Table Service

When delivering the food, the

Food and Beverage Service Method

1. Preparing for Service

Food and Beverage Service Method

Food and Beverage Service Method

1.1 Buffet Service

Food and Beverage Service Method

select relishes, salads, and

Silverware and napkins may be

Food and Beverage Service Method