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WSU HBM 131 - Service II

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HBM 131 1st Edition Lecture 5 Outline of Last Lecture I Tips for handling disgruntled guests II Why Service is Important Outline of Current Lecture I Attributes of Remarkable Service II Great Service vs Hospitality III Service Types and the History Current Lecture I Attributes of Remarkable Service A Remarkable service is 1 Is welcoming friendly and courteous First Impressions Front Desk Image and Staffing facilities and ambience Courteous behavior creates an atmosphere of comfort 2 Is knowledgeable Food ingredients preparation wine pairings specials Directions local events and happenings history Ability to be descriptive 3 Is efficient More efficient leads to more money Efficiency and teamwork are contagious and the guest enjoys respects and appreciates that B Remarkable service is 1 Is well timed Anticipate the dining needs of the guest Proactive and being able to read the guest Server Sequence Changes form lunch to dinner 2 Is flexible Sound judgment provides the best guides as to when and where to be flexible Ordering apps for dinner pouring own wine wants different preparation 3 Is consistent Every Guest Every Time Hot food Hot and Cold Food Cold The Right food at the right time at the right temperature Systems and tools along with continuous training and follow up C Remarkable service is 1 Communicates effectively Guest and to crew Suggestive selling guiding the experience humor or serious 2 Instills trust Coffee is Decaf knows allergens A bond of trust is central to return business 3 Exceeds expectations under promise and over deliver Recall names orders events Service Recovery stories II Great Service vs Hospitality A Service is the actions that enable one to be hospitable B Hospitality is the feeling and the emotion of the experience C Can you Train or teach it 1 Service you can teach Hospitality is in you and it s a born bred thing more than it s a situation where you can actually train someone to do it 2 I can train them if they have the desire III Service Types and the History A Industrial Revolution 1 Counter Service 2 Coin operating vending 3 Cafeteria 4 Fast Food 5 Large amount of people all on the same schedule B The Modern Menu 1 The A La Carte Menu from the card 2 The Table D Hote Menu Offers limited choice of dishes within each category 3 The Prix Fixe Menu Set meal at a set price may be cheaper because it streamlines the process for the kitchen The Menu Degustation Tasting menu C Types of Menus 1 Static McDonalds menu numbers stay the same 2 Cycle Different courses go through cycles 3 Market Things like seafood what is current on the market 4 Hybrid some combination of all of the above All four menu types can offer foods a la carte or specials of the day because these categories indicate only how items are ordered and priced D Types of Service advantages and disadvantages Many Styles of Table Service 1 French Most elaborate and labor intensive Meal is divided in to three separate courses often finished table side First course the entr e was set up upon entry to the room Guest get up between courses while table is cleaned and set 2 Russian platter service Used mostly for banquets Speed replaces showmanship Holds platter with left and serves with the right hand 3 Butler Just like Russian service but the guest serve themselves Host holds platter with both hands and begins with the woman at the host s left 4 English family service Food fully cooked in the kitchen and the plates are preset the host may cut and then pass the items around Family service is similar but the meals are left for the guest to pass the items themselves Many Styles of Table Service American Pre plated dishes served from either the right allow more plates in the left or Served from the left Service starts at the woman left of the host More informal etc Buffet Cold foods first organized well presented etc Food safety and portion control are issues Banquet Service Stations or sections Sweeping the room


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WSU HBM 131 - Service II

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