FFSO (FINALS)  Style and décor of dining

room – Color, pattern,

Dining Room Mise en Place weave, texture
Mise en Place – These are several things to be done ahead  Serviceability of Fabric – Lint,
of time to ensure the best service for the guest. This mending e.g. polyester –
organization and completion of duties ahead of time is pills, less absorbent, slippery,
“mise en place”. less wrinkles
 Color or Pattern of Linen –
 (A French term translated “put into place”) Consider fading, consider
overlay or napkin vs. full
Why is Mise En Place Important? cloth
 Expense of Linen Must be
 The amount of work and the long hours of the
Considered – Inventory and
F&B business make this “mise en place” even
Storage
more important.
o Napkins
o e.g. AM shift gets everything ready for
 Paper
PM shift and vice versa
 Paper napkins
 Mise en place allows the use of teamwork which
means no
is essential to maintain energy levels throughout
tablecloth
the day and night and to help avoid overtime
 Paper is at left of
pay.
place setting with
Examples of Mise En Place: flatware on top of
it
 Maitre d’ or Manager  Dispensers are
o Check Reservation Book often used with
o Discuss Cover Count and Flow of paper napkins
Service with Chef  Cloth
o Layout and Explain Floor Plan to  Fold considers
Waitstaff ambiance, skill of
o Adjust temperature, lighting and music staff, compatibility
 Service Staff with charger,
o Set Dining Room according to floor flatware, etc.
plan  Used for
 Check for and then repair ornamental, safety
wobbly tables purposes
 Clean tables o Bread
 Fold Napkins pockets,
 Polish flatware and glassware artichoke
 Fill Condiments folds
 Stock service areas o Silence Cloths
 Opening and Closing Checklist  Called a “molleton”
o These lists ensure that items are  Makes it “silent”
“maintained” and attended to so that and absorbs spills
you do not have so many surprises.  May use “overlay”
 E.g. A rip in the carpet instead of silence
 E.g. Adequate count of linen cloth
for the whole day  May have built in
 E.g. Adequate menus that silencer – padding
are clean and accurate or foam
o Table Cloths
Guidelines in Selecting the right table appointments
 See Linen Standards
 Guidelines for Selection of Linen 1. Inspect each cloth and
o Things to consider when selecting linen get credit when due
 2. Arrange tables before
putting on cloths
3. Clean, level, and then
repair any parts on
tables
4. Spread silencer (if
needed)
5. “Clothe Statler” Tables
 A table that
converts from 4 to
6, choose linen to
accommodate both
6. Linen should drop even
to seat of chair
7. “Point of view” – All
center creases should
point up and run the
same direction toward
the entrance.
8. No bare tables during
service
9. Do not shake dirty
cloths in dining room
Guidelines for Selection of Serviceware
 Serviceware is all utensils & wares used in dining
room to serve the guest.
o Flatware
 Forks, Knives, Spoons
o China
 Plates, Cups, Saucers, &
Underliners
o Glassware
 Decanters, Carafes, &
Pitchers
o Holloware
 Candlesticks, Coffee pots,
Platters & Silver Trays
 It is important to realize that serviceware should
fit with the overall design of the establishment
 Washability
 Durability
 Economy
When choosing Flatware you must consider
 Balance
o Size, Proportion, & Weight
 Design
o Reflect the overall ambience of the
establishment
 Durability
 Handles
o 1 Solid piece vs. wooden handle,
hollow plate
 Longevity
o Select a pattern that is not going to be
discounted and is easily found through
vendor
 Range
o Make certain pattern has all pieces
essential to serving your particular
menu
 Stackablity
o Nesting is important where possible
Guidelines for Glassware
 Design
 Manufacture
o Clarity, Cracks, Faults, and Bubbles
 Marketing
o Pouring 4 to 5 oz in a 14 oz glass
o Guest perception
 Range
 Multipurpose Stock
 Replacement
 Serviceability
o Are they easy to clean?
 Storage
o Hanging racks and smoking, stackable
racks
Serve and clear food and drinks
Collect food and beverages
- The food and beverage attendant who takes the
food from the kitchen to the customer is called a
food runner.
- The part of the kitchen that you collect food
from is called the pass. It is where the kitchen
‘passes’ the food to the floor staff. Drinks are
generally collected from the bar. Pick up food
and drinks promptly from the pass or the bar.
- This makes sure that:
o Hot food stays hot
o Cold food does not become warm
o Drinks don’t separate
o Sauces don’t get a skin on them
o The customer does not wait too long
- The longer food and drinks wait to get to the
customer, the more they lose their quality. You
place TWO copies of the docket in the kitchen.
The chefs keep one and they put the other one
on the pass with the prepared food. You can look
at this copy of the docket and see:
o What the order is
o Where it is to go
 o How long the customer has been
waiting
o Which customer has ordered each dish
- Check for accuracy and presentation
- The food runner checks food on the pass against
the docket for these things:
o Is everything on the dockets on the
pass?
o Does each dish match the docket e.g.
special requests, rare steak?
o Is the plate clean?
o Do similar dishes look the same?
o Is hot food hot and cold food cold?
o Does the dish look good?
o Does it look as it normally does?
o Is it garnished (decorated) correctly?
- Safety Sometimes plates can be very hot. The
chef puts hot food on a hot plate so it stays
hotter for longer. So, you will have to carry hot
plates to the table.
o Use a service cloth to carry hot plates
so they don’t burn your fingers and
wrists.
o Some venues use a large tray for hot
plates
o Don’t carry more than you are capable
of carrying
o Don’t overload your drinks tray.
Hygiene
- Hygiene means being clean. Remember what
you learned about cross-contamination and safe
food handling practices. Follow workplace
hygiene procedures. Use hygienic practices for
food safety.
o Never place your finger on food or on
the main part of the plate
o Never place your fingers on the rim or
the top half of a glass
o Keep your hair tied back
o Follow the personal hygiene rules
Room Service
- The provision of food and beverage service in a
guest room or suite.
Facilities which offers room service
 Resort Hotel
 Aircraft
 Private Club
 Hospital
Why do hotels offer room service to guests?
 To offer a service to clients
 To increase/maintain reputation such as star
rating to be maintained
 As an alternative to public dinning offering
Privacy for clients
Problems with Room Service:
 Preparing the service area
 Setting up food and beverage items for the
specific meal period e.g. jams, butter, juices,
cereals etc. for breakfast.
 Prepare equipment for use, such as toasters, hot
boxes, coffee machines etc.
 Also check trays, trolleys, cutlery, crockery, etc.
Job
 High cost of upkeep equipment and crockery and
cutlery
 Labor intense it takes room service staff longer
to deliver and serve than restaurant staff
 Guest Mini bar bills unpaid and the perishability
of pre-packaged food.
Kinds of Room Service
 24-hour room service
 Breakfast only ordered via doorknob menu
 Do it yourself Breakfast
Things to Remember
 Always answer the telephone promptly on the
2nd or 3rd ring
 Identify yourself and the department
 Always be courteous
 Always answer the telephone in accordance with
establishment policies
Room Service Selling Technique
 Up Selling
 Down Selling
 Cross Selling