Restaurant

Service
ProStart Chapter 4
THE TWO DIMENSIONS OF QUALITY
SERVICE

Room for

Improvement
PROCEDURAL

THE ARENA
OF
QUALITY
SERVICE

PERSONAL
© William B.Martin
 THE FREEZER

Procedural

Personal
© William B. Martin
 THE FACTORY

Procedural

Personal

© William B. Martin
 THE FRIENDLY ZOO

Procedural

Personal
© William B.Martin
QUALITY CUSTOMER SERVICE

Procedural

Personal
©William B. Martin
 Table Service
 American/German
 Plate Service
 English
 Family Style
 French
 Cart Service
 Russian
 Platter Service
 Service Styles
American/Plate English/Family French/Cart Russian/Platter
Final Prep Kitchen Kitchen Table Side Kitchen

Menu Price Average $$ Average $$ Highest $$ Second Highest $$

Table Turn Average Quickest Most time Average

Space 15 sq feet per guest 18 sq feet per guest Small table, large aisle Larger Table

Quality/Portion Control Most Average, can give too much Least Average, can give too much

Labor Cost Front Average Front Average Front Highest Front High
Back High Back High Back Lowest Back High/Average

Training Cost Low Lowest Back low Lower than cart, but extra
Front high skill = extra $$

Table Cover Primary course, salad, Primary course Minimal 1st course only Set ahead for entire menu
(table setting) entrée 4 max Salad, entrée

Serve/Clean Serve left Guest serve Serve and clear right Serve and clear right
Clear right
Tableware
Spoons
Tableware
Forks
Tableware
Knives
Server or Station
 Which of the following items should be
carried by the server and which should be
found at the service station?
Matches Corkscrew
Menus Pen
Water glasses Silverware
Condiments Napkins
Service Sequence
 Welcome guest
 Place napkin in lap
 Pour water
 Present menu
 Inspire-Entice-Inform
 Take beverage/appetizer order
 Serve beverage/appetizer
 Take food order
Service Sequence Continued
 Remove appetizer dishes
 Serve breads
 Serve salads
 Remove salad dishes
 Serve entrée & accompaniments
 Check with guests
 Clear tables/crumbs
 Take dessert order
 Present guest check