Michigan State University Extension
Tourism Educational Materials - 33000130
06/06/02
Tourism Development: Your Place in Serving the Visitor
John S. Baxter
University of Kentucky
1985
Cooperative Extension Service
CONTENTS
Tourism Development
Introduction
Your Place in Serving Visitors
Personal Improvement On the Job
Personal Appearance
Conduct
Information About The Community
Information About The County
Information About Your Area and The
Surrounding Region
Correct Food Service
Introduction
Serving Station Work
Knowing Your Menu
Setting The Table
Guidelines for Correct Table Service
The Order of Service
Types of Restaurant Service
Suggestive Selling
TOURISM DEVELOPMENT
Your Place in Serving the Visitor
by John S. Baxter,
Tourism Development Specialist
Introduction
The traveler or tourist who comes to your community should
have the very best and most pleasant places to stay, dine,
and see. Your employment in a tourist facility makes it
necessary that you do everything you can to make tourists
feel welcome when they arrive and help them to enjoy
themselves while they are visiting your community. You
should do your best to see that they are satisfied and happy
when they leave.
The tourist industry is now the second largest industry in
the United States and, more than likely, an important aspect
of the economy of your local community. Building and
maintaining a successful tourist industry depends on the
knowledge, skills, and attitudes of people employed in your
tourist facilities (motels, hotels, resorts, restaurants,
service stations, gift shops, and attractions). Your job
makes you an ambassador of good will for your community, and
the way you greet and serve the tourists that you meet face-
to-face will help determine their vacation experience.
YOUR PLACE IS SERVING VISITORS
The first thing for anyone to remember when serving visitors
is the human factor. The recent emphasis upon automation,
electronic control, and the machine, tends to discount the
human element, though it is just as vital today as ever.
Much of our service to visitors includes the machine and
products of the machine, but the key to successful service
is the human being-the personality performing the service.
Here is where you come in. How well do you answer the
visitor's questions? How well do you do your task for
visitors?
The starting point, then, is the guest, the visitor, the
client. What is he like? What does he want? How can we do
a good job of serving him unless we know and understand him-
his needs, wants, desires, and peculiarities?
Here are some of the traveler's more important wants:
Immediate Recognition. We must not forget what the service
business means: service to others. They want service;
theyexpect service; therefore, we must not let a customer
wait more than a moment to be recognized. Often it is
impossible to serve the customer immediately, but this is no
excuse for not recognizing him. A friendly nod or "I will be
with you in a moment, sir" is all that is needed. Recognize
him immediately when he enters your place of business.
Cooperative Service. The customer wants and deserves to get
more than just the bare facts of your particular
responsibility. If you take the attitude, "That's so-and -
so's job, not mine," you may as well slap the guest in his
face. When he seeks directions or information, you should be
able to help or direct him to someone who can.
Competent Service. The customer, guest, or client expects
certain standards from you in your particular position. He
expects a service station attendant, for example, to know
the general characteristic's of all cars and their common
ailments. He expects the dress shop clerk to know styles,
colors, and something about suitable selection for certain
personality types. He expects the resort operator to know
all about the beach conditions, fishing conditions, and
where he can see the most deer or bear. In short, he expects
you to know your job.
How are these things to be accomplished? Here are some
steps which others have found to be helpful:
Smile. Every smile of yours should bring two in return. A
good investment? Learn to serve with a smile. Sell with
a smile. And when you have learned to disagree with a
smile, you have reached the height of human understanding
and cooperation.
Listen. How can you know what a visitor wants when your
mouth is where your ears should be? So often we hear the
complaint from tourists, "I couldn't get through to that
man; all I wanted to know is where to buy a paper and he
tried to sell me the whole town!" Learn to listen like a
child - not for the words, but for the meaning. Some
visitors have accents (different from our own!) or speech
impediments. Learn to interpret quickly and courteously.
Be Clear. The customer is usually unfamiliar with your area.
So, don't give him a 1000-word garbled-up direction to a
motel or restaurant, followed by "You can't miss it!"
because, 10 chances to 1, he can miss it, and will. When the
answer requires a long description, give immediately
essential information with the suggestion to inquire for
more details later on.
Be Understanding. Whenever you see the need for help, offer
it. Have your mind on your customer, not your fellow worker.
What are his needs and desires? If he is fumbling for
merchandise, don't wait until he asks to offer your help. If
a traveler begins a long list of complaints about your
resort or town, let him go on and, after giving him the best
service you can, ask if he was satisfied. Invite him to
return and give the area another try.
Be Sincere. "Thank you" and "Come again" might be better
left unsaid if they are insincere. Mean them before you say
them. A small seasoning of flattery may be permissible, but
don't knowingly make a woman who is buying a hat feel like
a queen when you know the hat looks terrible on her.
Maintain Self-control. No customer cares about your
emotions. He may have his own bad moods, but doesn't care to
see yours. And especially when the visitor becomes almost
impossible - this is the real test of your self- control. At
no time can you afford to let yourself "fly off the handle".
This lowers you in the eyes of your employer, your fellow
workers, and gives the entire community a black mark against
it - and yet does not change the mind of the customer! In
short, you are the one who suffers the most and yet
accomplishes the least by allowing your emotions to get out
of control.
Improve On-the-Job. Even the simplest task can be improved
upon with study and practice. Usually, helpful booklets,
books, and magazine articles are available to help you learn
more about the service, product, or material you handle.
From similar sources you can study about how to improve your
service: speaking ability, your poise, your appearance, your
very personality. Be alert for comments and hints from your
fellow-workers and, certainly, from your employer.
PERSONAL IMPROVEMENT ON THE JOB
It is one thing to land a job; it is another to keep it. And
it is not enough to just keep plugging along. Unless you
keep improving, the chances are that you are slipping, and
it won't be long until your job will be filled by someone
else. Here are some tips on how to grow, develop, and
improve on the job.
Improve your desire to serve. Even though you may not own
the business, you will improve on your job if you make
believe every sale or service is your complete
responsibility. The success of the entire business does
depend on you and several others just like you. Therefore,
the better you can make the business, the better it will be
for you. How well do you get along with the guests? With
your fellow workers? Are you making improvement on this
aspect of your personality? In any job serving others, your
very first and most important personal attribute is liking
people and trying to know and better serve others.
Become enthusiastic. How can a customer be interested in
your service or product if you have little or no interest
in it? This may be his first contact with this service of
yours; therefore, just because you are well acquainted with
it and have done it often, don't let repetition dull your
enthusiasm. Every time you perform your service, act as if
it is the very first time you ever did it. This will give
you new ideas on how to present it and provide you with new
enthusiasm.
Let your creativity show. Every year in every business you
see changes. Whose ideas caused these changes? In many
instances these innovations came from employees rather than
from top "idea men;" and even if they came from the idea
men-they, in turn, got the idea from others. As you work
with a service or a product and are at all observant, you
can see how improvements can be made. As you do your daily
work, and have your mind on improving it, you will see
things that could be improved; some shelves to keep things
more orderly, a more efficient way of arranging merchandise,
or some items customers frequently ask for. However, let's
be tactful about suggesting these to the boss; he will be
more receptive if you do not give the impression that you
wish to take over his job. If he has confidence in you, your
ideas will be accepted if they are good ideas.
PERSONAL APPEARANCE
1. Women should not wear earrings or bracelets.
2. Men and women should not use strong cologne (women no
perfume).
3. Women should avoid excess make-up.
4. Men and women should always wear clean uniforms or
clothes. Women should use headbands and aprons when working
in food service facilities. Hairnets should also be used.
5. Proper work shoes should be worn at all times. Waitresses
should wear white, nurse's oxfords.
6. Men and women should have clean fingernails - women
should not have fingernails too long or use bright
colored fingernail polish.
7. Be sure that hands and complexion are clean and no body
odor.
8. Good dental hygiene is a must for personal appearance.
CONDUCT
1. Do not assume work duties until properly dressed in an
appropriate uniform. Waitresses should not enter the dining
room until aprons and headbands are on. Don't come into a
dining room to get an apron tied.
2. Waitresses should never sit in a dining room in any
manner that isn't becoming to a lady.
3. Never wear a pencil behind your ear (women should not put
in hair).
4. No chewing gum or eating while on duty.
5. Employees should not argue or talk loudly while on duty.
6. Waitresses should not read or stand talking to other
employees while on duty. Always remember that guests judge
you by what they see you do. As an employee, you should
always conduct yourself as a lady or gentleman.
INFORMATION ABOUT THE COMMUNITY
Whether or not an employee is working in or near a
community, he should have the following knowledge about the
nearest community. This knowledge or information should be
committed to memory but should also be supported by maps and
other literature. Local maps and literature should be
available at all local tourist facilities to help employees
advise the tourist.
Each tourist facility employee should know names,
descriptions and directions of how to reach:
1. Stores, bars, restaurants, theaters, motels, hotels,
camping areas;
2. garages, repair shops, doctors, laundries, bait sales;
3. post office, chamber of commerce, police station,
hospitals, Western Union;
4. airport, bus depot, railway station, boat harbor;
5. colleges, schools, churches, library, museums;
6. country clubs, golf courses, playgrounds, swimming
pools, parks.
Each tourist facility employee should know general
information about:
7. population, principal industry, history;
8. other special items peculiar or unique to the community,
such as unique industry, special events, famous sons, etc.;
9. other local sources of information.
INFORMATION ABOUT THE COUNTY
In addition to knowledge about the nearest community, each
waitress, clerk, or service station attendant should also be
well informed about his county. This should also be
committed to memory and supported by maps, directories, or
other county literature.
Each tourist facility employee should know names,
descriptions, and directions of how to reach:
1. business centers or other communities within the county;
2. kinds of fishing, and places to fish; also seasons;
3. places to hunt: deer, rabbit, bear, birds, etc.;
4. outstanding scenic areas, vistas, waterfalls, forests,
rugged terrain, caves, natural arches, etc.;
5. sand beaches, swimming pools;
6. picnic areas, camping areas, parks (county, state,
federal, commercial);
7. unique historic or geologic attractions;
8. service rentals, boats, canoes, horses, ski equipment,
cars;
9. areas for skiing, tobogganing, ice skating, sledding,
hiking;
10. unusual industrial, agricultural or other county
attractions;
11. commercial attractions, outdoor dramas, mine tours, boat
or train rides, theme parks such as Disney World, etc.;
12. vacation or second home developments.
Each tourist facility employee should know general knowledge
about:
13. economic value of tourist business to county;
14. plans for future development of county;
15. sources of information: county, state, federal, and
local.
INFORMATION ABOUT YOUR AREA AND THE SURROUNDING REGION
It is not enough to know only your local information-the
traveler expects to learn (and deserves to know) about any
area of his interest. Withholding information is not
performing a service, nor is it promoting your local area or
business. Basic information of a regional character should
be known by all employees contacting tourists.
Names, descriptions, and directions of how to reach:
1. principal communities of the region;
2. most popular attractions of the region;
3. main highways, bus routes, air routes;
4. surrounding states.
General knowledge:
5. about population, principal industries, history;
6. basic differences in scenic, hunting, fishing, or other
attractions in various regions near your place of business;
7. positive aspects of your region as a place in which to
work and play: climate, living conditions, schools,
hinterland, people, business and industrial opportunities.
Every tourist facility employee needs to do some homework
and commit to memory the above information about the closest
community, the county and region in which he or she lives.
Knowing this information will be of no help to individuals
unless they also know how to give the traveler proper
directions so he can visit various services and attractions
within a region.
All directions should be given in terms of:
8. distance-number of miles from point where directions are
requested;
9. direction from point of inquiry-north, south, east, or
west;
10. official highway numbers or name of street or route to
be traveled.
Last year, while traveling in Eastern Kentucky, the author
of this publication stopped at a service station and asked
directions to an old grist mill. He was told that it was
just a short distance down the road near the mouth of Lott's
Creek. The remark was concluded by, "don't worry, you can't
miss it." But he did miss it! When he later found the old
mill, he determined that the person he asked for directions
should have said, "It is 3 miles east on U.S. Highway 15."
If he had been given the directions in terms of distance,
direction and highway number, chances are he would not have
missed it.
CORRECT FOOD SERVICE
Introduction
Every job requires certain knowledge and skills that the
employee must learn to be effective. The employee who never
learns the correct knowledge and skills to perform his work
task is soon replaced by another who will take the time and
effort to constantly improve his on-the-job training.
Up to now, this publication has reviewed general areas of
job improvement that are important to all people who have
jobs related to the traveling public. However, the following
sections are more specific and deal exclusively with the
skills and knowledge which every waiter or waitress should
know to perform his or her work more efficiently. The author
recognizes that service station attendants,retail sales
clerks, and hotel and motel housekeepers may also need to
improve their on-the-job skills, but here outlines the
skills and knowledge of the waiter or waitress with more
detail because of his own knowledge and work experience in
this specific area.
In all job situations, the important goal of job improvement
is to combine the correct work methods in order to save time
and effort in performing work tasks.
SERVING STATION WORK
Generally, each waitress or waiter is assigned a group of
tables (or counter stools) to service. This section of the
dining room is known as a "station". When you have been
assigned to a station you will receive instructions about
your duties and responsibilities in connection with your
station. These will vary from one restaurant to another.
Your station should be kept in a neat and orderly condition.
You should provide tables that are:
1. properly set before service is given;
2. carefully arranged;
3. promptly cleared after service;
4. reset as they are needed.
The housekeeping duties at your station will include
keeping:
5. chairs free from dust and crumbs;
6. tables clean;
7. window ledges dusted;
8. floor clean of spilled food and debris.
KNOWING YOUR MENU
All sales people must know their merchandise and prices in
order to help the customer. As a waiter or waitress, you
must also know facts about the product so as to help the
customer. A waitress or waiter should never enter the dining
room or begin work until the menu has been studied. This
must be done daily in order to familiarize yourself with the
menu changes, the specials, and any price changes.Many food
service operations list "soup of the day" "vegetable
dejour", or "pie of the day", and you need to know what is
being prepared and what can be offered before going on duty.
It makes a poor impression on your customers if they should
ask "what is the soup of the day?" and your reply is "Wait
a minute and I'll findout". Think of the steps you'll save
(a trip back to the kitchen) and the faster and more
efficient service you can give if you know your menu before
you meet the customer. All of us have seen the waitress who
dashes into the dining room out of breath while tying on her
apron at the last moment. She has no idea what's on the
menu-thus she can't give good service or be of help to her
guests. With this kind of start, she'll probably remain in
a state of confusion and end the day the way it began.
When studying the menu, learn the meaning of new menu terms.
If your restaurant does not have a dictionary or a
"Directory of Menu Terms",ask the hostess or chef what any
new term means. But be sure that you understand the menu
before you meet the customer!
Know something about ingredients-quality-preparation.
1. Is your fruit salad made with fresh or canned fruits?
2. What grade is your sirloin steak?
3. Is your meat loaf made with or without pork? What type
are you serving?
4. Are your fresh pies "homemade"?
5. How is your chef's special salad and dressing prepared?
6. Is your cole slaw made with a sour or sweet method of
preparation?
Know the time required for "cooked to order" foods.
7. Broiled spring chicken will require 25 to 30 minutes.
8. A 1-inch broiled steak, medium, will require 8 to 10
minutes.
If a guest is in a hurry, he will let you know by asking
what he can order and receive in a short time. Be able to
suggest menu items such as:
9. Roast beef, baked ham, chicken or turkey.
10. Shrimp Creole en Casserole or any other item already
prepared.
Know food accompaniments and serve them together:
11. Both ketchup and mustard should be served with a
hamburger.
12. Ketchup should be brought to the table with french fried
potatoes.
13. A lemon wedge usually goes with all fish entrees.
14. Vinegar is brought with mustard greens.
15. Mint jelly goes with lamb, apple sauce with pork, etc.
If your establishment offers wine, liquor and beer, you
should know what your establishment offers.
The above suggestions, if followed, will help you to answer
most questions asked by your guests and help you give faster
service.
SETTING THE TABLE
Having a well set table does not mean that one must have
expensive china, glassware, linens, and silver. More
important are: cleanliness, good food, good arrangement,
pleasant smiles, and kind words.
You will receive special instructions for setting the table
when you begin work. The use of placemats, napkins,
centerpieces, etc. varies with where you work. You should,
however, learn the basic pattern and arrangement for a table
setting service, as given in the following diagram:
(Graphics do not scan - see the original bulletin for
graphics)
1. Place the plate one inch from the edge of the table.
2. The ends of the handles of the silver should be one inch
from the edge of the table.
3. The cutting edge of the knife should be toward the plate.
4. Tines of forks should be up.
5. Bowl of spoons should be up.
6. Place napkin with its open sides toward the plate and the
edge of the table.
7. The napkin is placed to the left of the fork.
8. The water glass is placed directly above the end of the
dinner knife.
9. The coffee cup is placed on a saucer with the cup up and
the handle at 4 o'clock.
GUIDELINES FOR CORRECT TABLE SERVICE
All food is served and removed from the left of the guest
with the server's left hand.
Only beverages (water, coffee, cocktails) are served and
removed from the right of the guest, and this is done with
the server's right hand. Should additional silverware be
needed during the meal, it is served from the right with the
right hand.
Cups and glasses should not be poured so full that they
spill over the brim. Water glasses should be only two -
thirds full, and cup space should be left when pouring
coffee to allow for the addition of cream and sugar.
When filling glasses or pouring coffee, you may draw the
glass toward you, if necessary, but do not lift the glass or
cup from the table.
When passing or serving food, never reach across in front of
the guest if you can avoid it. It is for this reason that
liquids are served from the right while everything else is
served from the left.
Keep your thumbs out of the plate. Serve plates by resting
the bottom of the plate on your hand with the thumb on only
the outer edge.
Never leave the place in front of your guest bare.
Substitute one course for another until it is time for the
dessert course.
While you substitute one course for another, you may remove
the soiled plate with the right hand while placing the next
course with your left hand.
The service plate is removed with what is on it when it is
time for the first hot plate to be served.
Check sugar bowls, salts and peppers after guests have left
the table. Clean or replace ash trays, and dust chairs.
If the waitress or waiter is serving food to the guest, hold
the tray containing food on a level with the table.
Remove dishes containing food first, then the individual
dishes.
Refill water glasses, if needed, between serving courses.
Handle the butter with a fork and use tongs or a scoop for
ice. Keep your hands and fingers off the rims of cups and
glasses. Carry glasses by the stem or near the bottom and
pick up silverware by the handle.
Every time you go to the kitchen, stop by other tables and
pick up soiled dishes. This will save you many steps
throughout the day.
If a guest drops a napkin or silver, replace with a clean
one. Push the dropped article aside with your foot, give the
guest the replacement and then pick up the dropped article.
This will make it obvious to the guest that you have not
brought back the same item or soiled your hand before
serving him.
To make every trip count, you may carry on your tray from
the kitchen two salads for a couple at one table, four ice
creams and beverage for a party of four, and a shrimp
cocktail for another table. By combining these orders on one
trip from the kitchen, you will save many steps. In this
case you would then serve the ice cream and beverages first,
before the ice cream melts and the coffee cools, then the
appetizer and the salads because they will deteriorate least
from kitchen to table.
(Note on Booth Service: Many restaurants have booths or
tables placed against the wall which make it impossible to
always serve from the left of the guest. You should always
serve everything with the hand which is farthest away from
the guest. The following illustrations will help you to
avoid accidents.) (See original bulletin for graphics)
THE ORDER OF SERVICE
The main goal of many restaurants seems to be to get the
food on the table as fast as possible. However, it is better
to standardize procedures according to the following
accepted practices, since these will also make your service
better and smoother as well as faster.
(Graphics do not scan - see original bulletin for graphic)
1. Approach the table with a warm smile and greet your
guests pleasantly, "Good Morning", "Good Evening". Don't
come empty-handed, for, after the guests are seated, you
should fill their water glasses and then open a clean menu
and hand it to each guest (women first, then the men, moving
counter-clockwise) from the left side.
2. Leave the table and return later. Don't stand and hover
over your guests, but let them have time to read the menu.
3. No later than five minutes, return and ask, "May I take
your order, please?" (When taking orders, take the women
first and then the men. If it is a large party, try to
determine the hostess and take her order first. If you
cannot determine the hostess, start with the oldest woman
and proceed counter- clockwise serve all women first and
then the men. If you are serving a banquet or formal group,
start with the hostess or guest of honor, proceeding
counter-clockwise, always to the next person to the right of
the hostess or guest of honor, whether that person is a man
or woman. The sequence used in taking orders is exactly the
same for serving each course throughout the entire meal .)
4. As you take orders, take the complete order, except
dessert, and repeat that order to each guest. Be prepared to
answer questions from your guests about the menu items. This
will be easy if you have familiarized yourself with the menu
before coming on duty.
5. If steak, hamburger, lamb, etc. is ordered, be sure and
ask if it is to be well-done, medium, or rare.
6. After the order is taken and the menus are collected,
suggest a dry cocktail or dry wine. Then serve the cocktail
immediately so the guest can enjoy it leisurely and not have
to gulp it just before you serve the entree.
7. Place the order in the kitchen immediately, calling
"cooked-to-order" foods first.
8. While the entrees are being prepared, pick up the first
courses first. The following is an order of courses that
occur before the entree.
Cocktail or dry wine, if ordered, is first, with the wine
glass placed to the right of the filled water glass.
Relishes and crackers are next, to give the guests something
to eat and make them more patient in case the service is
delayed.
Appetizers and appropriate condiments. Remember lemon wedges
if the appetizers require them. Don't bring a clam cocktail
to the table without the cocktail fork, which is placed
across the clams when they are served on the half- shell and
across the underliner if needed for shrimp cocktail.
Soup, and croutons or crackers, are served after the
appetizer if your restaurant offers a separate soup course.
If your restaurant combines the soup offer with the
appetizer selection, the soup is brought to the table at the
same time as the other appetizers.
Rolls and Butter. Place the butter on the guest's bread and
butter plate. Offer the rolls from the left to each guest
and then set the bread basket in the center of the table.
Salads are then brought to the table and placed to the left
of the guests, next to their forks. If you bring a selection
of dressings to the table to make the guest a "do-it-
yourselfer", offer the selection from the left of each
guest, ladies first, moving counter-clockwise. After the
salads are served, suggest red or white wine, depending on
the entree. Serve the wine just before the main course.
The main course or entree can now be served by removing the
service plates (not used by all restaurants) and then
serving the hot dinner plates. Remove all service plates
with the left hand, then start serving the entrees from the
left of the guests with your left hand. If the vegetables or
accompaniment to the entrees are served in small side
dishes, then place the appropriate side dishes from the left
of the guest directly above the dinner plate. Make sure the
correct side dishes are placed in front of the guest. It is
your duty to know who gets which item. Don't make it a
practice to ask, "who gets the potatoes au gratin?"
9. After serving all of the entrees and then the appropriate
side dishes, you should serve any beverage which the guest
has requested with his meal. Before leaving, check to see
that your guest has salt, pepper, correct condiments, enough
butter, rolls, and all proper silver. Ask if everything is
correct before leaving the table. Before leaving, check to
see if the ashtray needs to be emptied and clear any paper
from the table.
10. After the guests have finished their main course, return
and completely clear the table. Leave only the water glass
in front of each guest. Remove everything else and crumb the
table with a folded napkin-not onto the floor but onto a
small plate. If any of your guests were served coffee during
the meal, then leave the coffee service. In the south it is
more customary for guests to request coffee during the main
course, and for this reason, the coffee cup and underliner
is often pre set.
11. Present the menu to your guests again and, while a
dessert selection is being made, crumb the table while
allowing time for the selection.
12. Suggest a sweet wine for dessert. If the guest does not
desire a wine, ask if coffee or other beverage is to be
served. If wine is ordered, serve it just before the
dessert.
13. Dessert is then served. Make sure you bring the
appropriate dessert spoon or fork. Do not place the dessert
spoon or fork on the dessert plate but to the right of the
dessert plate. Serve the dessert with the left hand from the
left of the guest. Place the dessert fork or spoon from the
right of the guest with the right hand.
14. Beverage is brought to the table with the dessert and
served immediately after the dessert and the spoons or forks
for that dessert are placed. The beverage is served from the
right with the right hand. When serving hot coffee or tea,
first place the proper cups and saucers on the table and
then pour the beverage. Do not lift the cup and saucer from
the table. After serving coffee and other dessert beverages,
suggest a liqueur or fruit brandy.
Guest checks are presented to your guest soon after serving
the last course. Place the guest check on the table to the
left of the guest. Be sure and give a pleasant "thank you
and do come again."
Although the above order of service can include 14 separate
steps, most restaurants combine some of the courses and the
order is usually shortened. Still, whenever appropriate, the
order should be followed as closely as possible. Throughout
the entire dinner, the waitress or waiter should always
check to see if ash trays need to be emptied and if more
bread, butter, water, etc. is needed. Always fill water
glasses by leaving them on the table. Each course, when
appropriate (don't remove a course if the guest has not
finished), is removed before the following course is served.
TYPES OF RESTAURANT SERVICE
Arm Service
Often seen-but should never be used.
French Service
Full French Service is seldom used except in very exclusive
food service operations. A bus boy carries the food on a
tray, heavy with complete silver service and platters, from
the kitchen to a side table. There the food is placed on a
rolling cart and wheeled to the guests' table. The Captain
or headwaiter serves the food on individual plates from the
rolling cart and the waiter places the food before the
guests.
Modified French Service is generally used, whereby the
excessive weight of the tray is reduced by replacing silver
service with china. This allows the waitress to carry the
tray to a side table and serve the guests from the tray.
Hand Tray Service
This type of service is also used frequently, with the
waitress using a smaller tray carried just above waist
height, balanced on the palm of the hand and arm, leaving
the other hand free for service. The hand tray never leaves
the waitress's hand. It is not placed on a table or side
stand. When taking an order, the waitress rests her notebook
on the tray, using it as a desk.
SUGGESTIVE SELLING
As a waitress or waiter, you have the opportunity to make
suggestions and help your guests order their food. Many
guests find it hard to make a final decision, and your help
can make things move more quickly while, at the same time,
providing a service to the guests.
Often a guest will ask the waitress or waiter for his
suggestion, and the guest usually means the entree, since
this decision will determine the selection of the additional
courses. When a guest asks for your suggestion, the author
recommends that you never suggest the highest priced item on
the menu, even if it is "the best thing in the house". If
you pick the most expensive item, the guest may think you're
out to rob him. Instead, if you can honestly recommend it,
suggest the next highest entree on the menu. This will
promote your food sales and the good will of your jest.
Waiters and waitresses should use positive selling
techniques. Never approach the guest with "you don't want an
appetizer do you?" This is the negative approach. The
positive approach would be, "What will you have for your
appetizer?" Or, "Can I bring you shrimp cocktail for your
appetizer?" Even if the guest declines, he will be pleased
at your positive attention.
The College of Agriculture is an Equal Opportunity
Organization with respect to education and employment and
authorization to provide research, education, information
and other services only to individuals and institutions that
function without regard to race, color, national origin,
sex, religion, age and handicap. Inquires regarding
compliance with Title VI and Title VII of the Civil Right
Act of 1964, Title IX of the Educational Amendments, Section
504 of the Rehabilitation Act and other Related matter
should be directed to Equal Opportunity Office, College of
Agriculture, University of Kentucky, Room S-105,
Agricultural Science Building-North, Lexington, Kentucky
40546.
Issued in furtherance of Cooperative Extension work, Acts of
May 8 and June 30, 1914, in cooperation with the U.S.
Department of Agriculture, Charles E. Barnhart, Director of
Cooperative Extension Service, University of Kentucky
College of Agriculture, Lexington, and Kentucky State
University, Frankfort.
Issued 4-74; rev. 2-80; 6M to 2-80; 3M-3-85
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
Extension. Reprinting cannot be used to endorse or advertise
a commercial product or company.
This file was generated from data base TD on 09/30/03.
Data base TD was last revised on 06/06/02.
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