Restaurant Operations

Lesson 4
Taking orders, delivery and
clearing of meals

Restaurant Service

A professional waiter is a salesperson of
food and beverage, not just an order taker
or carrier of food and beverage. The waiter
can suggest menu items that will increase
customer enjoyment which will, in turn,
increase revenue for the establishment.

Restaurant Service

Greet and seat guests

Greet and seat guests

When guests arrive, it is the responsibility
of service staff to ensure they are greeted
at the door and made to feel welcome.

When greeting and seating guests:

Identify and acknowledge guests as soon
as they arrive by greeting them with an
appropriate welcome e.g. good morning,
good evening.

Inquire whether or not they have a

reservation. If so, check details in the
reservations book. If no reservations
have been made, check whether tables
are available.

Confirm any special needs e.g. number
of guests and preferred seating
allocation.

Greet and seat guests

Greet and seat guests

Check the hosts name when

establishing a reservation and
acknowledge the host by addressing the
person by title and name.

Assist with hats or coats, if necessary.

Show guests to their table by leading the
way and ensuring that they follow you.

Draw chairs out from the table starting
with the best-positioned one and invite
guests to sit.

Position guests chairs as they are

seated, holding the back of the chair and
moving it forward.

Ensure any special needs at this stage
are taken care of e.g. cushions or high
chair for a child.

Lap napkins using the right hand, and
from the right side of guests.

Presenting menus and taking orders

Presenting menus and taking orders

Once guests are comfortably seated,

present the menus and take orders for
drinks.

Explain any specials on the menu and
leave the guests to decide on their menu
choices.

If the menu is in a cover form, it should be
opened before presenting.

Carry the menus in the flat of the left

hand.

Open the menu from the top with the
right hand.

Present the menu from the right side of
the customer.

If the menu is written on a portable
blackboard, bring the blackboard to the
table and position it securely and safely
where everyone can see it.

Recording orders

Recording orders

There are many different forms of taking

and recording orders.

Each restaurant will be a little different.
Some establishments have a preprinted order form which contains all the
menu items offered. Others record orders
using the numbering system, and still
others the computer system.

The order serves three main functions:

provides information for the bar staff and
kitchen staff on the beverages and food
ordered;

provides information for the waiter on
which guests have ordered which dishes
to ensure correct delivery;

provides the cashier information for
preparation of bills for what is ordered and
consumed.

Procedure for taking an order

Procedure for taking an order

Make sure the guests are ready to order.

Their body language will tell you a lot.
They may have closed the menu or may
have signalled for assistance.

Start with the guest to the right side of the
host and work anti-clockwise from the host
around the table ending with the last order
taken from the host.

Sometimes the host will place the order for

the rest of the guests. If this is the case,
the host will usually tell you at the
beginning.

Procedure for taking an order

Procedure for taking an order

Note the host with a H, and any special

characteristics of the first and last guest.

Note any special requirements on each
of the orders e.g. no sauce with the
steak, or the degree of doneness for the
meat.

If a host cannot be identified, then start

with the person seated closest to the
entrance door.

In situations when this is not easily
identified, clearly mark the guest you
started taking the order with on your rough
copy e.g. red dress or blue suit etc.

Procedure for taking an order

Draw a line between each course.

Once the order is taken, confirm each
order by repeating it back to the guest to
avoid mistakes.

The information on the rough copy is
then transferred to the docket book.

Example of order

Numbering system

At the beginning of service you must know how
the tables are numbered and the position
numbers of each guest.

Points to consider:

Guest number one is usually seated closest to
the front or kitchen door

Number all other guests clockwise around the
table

Round tables; the seam of the tablecloth is
placed towards the number one position.

Procedure for taking an order

Summary of points for recording orders:

Know the menu items and daily specials.

Know the time it takes to prepare and cook
the menu items.

Be confident and speak clearly when
explaining items to guests.

Sell menu items by making suggestions.

Procedure for taking an order

Take the order first on your waiters pad
and then repeat the order to the guest to
confirm it is correct.

Transfer details from the pad to the
kitchen docket legibly highlighting special
requests.

Number the chairs on the pad so that
orders do not get mixed up.

Procedure for taking an order

Use pre-determined abbreviations for

writing food items.

Double check orders against the number
of guests before placing orders with the
kitchen.

Service skills and techniques

Service skills and techniques

Adjusting cutlery

After the order has been taken, the cutlery
originally set for the cover is adjusted.

This is done directly after the order has
been placed in the kitchen.

Adjusting cutlery

The cutlery is adjusted up to the main
course.

Dessert and cheese cutlery are adjusted
when the order is taken after the main
course.

Service skills and techniques

Procedure for adjusting cutlery

Remember

Any extra covers not required for the table
are also removed at this stage. A service
tray should be used to carry the cleared
cover settings.

Important

When adjusting cutlery, ensure minimal
disruption to guests.

Prepare the cutlery required for each

guest and arrange neatly on a service tray.

Start the adjustment of cutlery from the
guest on the right of the host and work
anti-clockwise as in the case of order
taking.

Correct the knife section first then the fork
section for each guest at a time.

Service skills and techniques

Service skills and techniques

Remove cutlery pieces that are not required.

Place any additional cutlery in the sequence of
use first course items on the outside working
inwards towards the centre.

Pick up cutlery with thumb and index finger,
holding the sides of the narrow neck of the
cutlery piece to prevent leaving any finger
marks on the cutlery.

Ensure cutlery items are aligned parallel to
each other.

Service of bread and condiments

Bread is usually served from a lined
service plate or basket.

This is generally silver served using a
spoon and fork.

Bread or bread rolls are served from the
left side of guests onto side plates.

Service skills and techniques

Service skills and techniques

The diagram below

illustrates the correct
holding position for
the fork and spoon
when silver service is
adopted.

Usually a dessert
spoon and an entree
fork are

Service of condiments

When condiments or sauces are to be
served from a sauce boat or condiment
dish, the item is brought to the table on an
underliner.

If a sauce boat is used, the lip of the sauce
boat should be facing the guest.

Service skills and techniques

Service skills and techniques

Serve from the left side of the guest,

holding the condiments or sauce in your
left hand and serving spoon in your right
hand.

Move anti-clockwise around the table to
serve the other guests.

Crumbing down

During the meal, it may be necessary to
clean up any food particles, such as bread
crumbs, from the table. In cases of
emergency, this can be done at any time.

Service skills and techniques

Crumbing down

The normal process of crumbing down is
carried out after the main course has been
eaten and the side plates and cruets have
been cleared.

Service skills and techniques

Crumbing down

Timing of meals

Timing of meals

In any restaurant, a well presented appetising

dish, and a smooth flow of meals from the
kitchen to the dining room, is very much
appreciated, and expected, by the guest.

coordination between the front of house service
staff and the back of house kitchen staff is vital
to guests service and satisfaction

Food service personnel MUST be familiar with
each of the dishes on the menu and preparation
times.

In most la carte restaurants, all food is

cooked to order.

This means that, although many of the
ingredients are already prepared, they
require assembling, heating or cooking
according to order.

Timing of meals

Timing of meals

You must be familiar with the dishes that

require only assembly and those that need
to be cooked, and the time it takes for
kitchen staff to do so.

It is also important to liaise with the kitchen

during busy periods when large demands
for certain items may mean a slightly
longer wait for guests on particular dishes.

Timing of meals

Timing of meals

In such cases, you will then be able to

advise the guests that there will be a 20minute wait for the dish to be freshly
cooked to order.

The guests then have the option to order
something else that will not take so long, if
they are in a hurry.

Calling away meals needs to be correctly

timed.

For example, if a guest wishes to have a
little more time with pre-dinner drinks, then
you need to advise the kitchen when you
put your orders in.

Timing of meals

Timing of meals

Main courses- some dishes may require a

longer cooking time.

Call away the order before you clear the
table for the mains.

Important that you check with the kitchen
how long before the food will be ready

Make sure you return promptly to collect
the meals

Should there be any delays

Inform the guests and offer them more
beverages or bread while they wait.

The pacing of meals will depend on customer
needs and the meal period.

Breakfast and lunch service periods are usually
faster in terms of time lags between courses

The service of dinner is more relaxed and more
time is allowed between courses.

Plate clearing techniques

Plates and cutlery are cleared after each
course.

This is done only after all the guests at the
table have completed the course.

Guests normally indicate that they have
finished the course by placing their used
cutlery together on the plate.

If in doubt, ask them if they have finished
their course before clearing.

Plate clearing procedures

Plate clearing procedures

Two-plate clearing method

Start with the guest to the right of the host and
work anti-clockwise as with plate serving.

Clear from the right side of the guest.

Pick up the plate and cutlery with your right hand
and transfer the plate onto your left hand.

Hold the plate between the thumb and index
finger.

Place the thumb over the end of the fork

handle to keep it in place.

Use the knife to scrape the food to the front of
the plate.

Slide the knife (cutting end forward) under the
fork, at right angles to the fork.

Moving anti-clockwise around the table, clear
from the next guest, holding the left hand with
plate behind and away from the next guest.

Place second plate on your lower forearm
supported by your thumb and small finger.

Plate clearing procedures

Plate clearing procedures

Place the fork alongside the first fork.

Use the knife to scrape down any leftover food
onto the plate.

Slide the second knife alongside the first one.

Continue with this procedure until all the plates
and cutlery are cleared for that course.

In the case of a large group, clear as many

plates as you can comfortably carry.

Take them to the dish washing area to unload
before returning to the table to complete the
clearing.

Plate clearing procedures

Plate clearing procedures

Three-plate clearing method

Similar to the two-plate clearing technique.

The first three plates are held in the same
manner as the two-plate carrying method.

The first plate held by the thumb and
above the second plate which is used to
hold the cutlery.

The second plate is wedged in your palm

and the first plate is used for food scraps.

The third plate placed on the lower
forearm and supported with the mount of
your thumb is used for stacking the other
plates cleared from the table.

Plate clearing procedures

Plate clearing procedures

When clearing soup bowls and cups it will
be difficult to scrape down and stack

Apply two or three-plate carrying
techniques to clear tables.

Cruets are to be cleared before resetting
with dessert or cheese cutlery.

Assisting at functions

Assisting at functions

Tray service

Large banquet trays are used for some
functions to carry plated food from the
kitchen to the dining room to speed up the
service.

These trays are placed at any waiter
stations or on stands for unloading.

The plated food is then carried to table as
with normal plate service.

Assisting at functions

Presenting and finalising the bill

Danger

Before a tray is carried out into the dining
room ensure that the plates are evenly
loaded.

Balance the tray over the left shoulder
supported with the palm of the left hand
under the heaviest part of the tray.

There are different methods of preparing

and processing guests bills.

They range from simple hand written
dockets to computerised guest checks.

It is important to be familiar with the
method of preparing and processing
guests bills in your establishment.

Presenting and finalising the bill

Farewelling Guests

here are two main purpose for guests

bills:

to inform guests of the amount to be paid.
This should include the details of what has
been charged;

to serve as a control system for your
restaurant through the provision of
detailed information of what has been sold
and the money collected.

This final stage of the service cycle is just

as important as the first as it leaves a
lasting impression on guests.
1. Assist guests with their chairs as they
stand to leave, and help them with any
coats and hats.
2. Thank them once again for their
patronage.

Farewelling Guests

Relaying tables

3. Remember to use their name in the

farewell greeting.
4. Should you happen to be busy serving
other guests, ensure you acknowledge
their departure with a nod and smile.

It is very important in establishments

where tables are turned over to reset
immediately after the first guests have left.
The mise en place should be ready at the
beginning of the service period. The
resetting should be done with minimal
disruption to the other guests.

10