Food Beverages Services: Second Part Diyan Putranto Se, MM
Food Beverages Services: Second Part Diyan Putranto Se, MM
Food Beverages Services: Second Part Diyan Putranto Se, MM
SECOND PART
DIYAN PUTRANTO SE, MM
Customer Service
• Good customer service is often characterised by:
• meeting/exceeding customer expectations
• knowing the benefits/features of the services and products on offer
• being able to listen actively
• being friendly and polite
• being able to adapt methods of communication to meet the individual needs
of a range of
• customers, for example those with language or learning difficulties, health
issues, different
• age groups and cultural differences
• avoiding the use of jargon
• forming professional relationships with customers
• achieving customer satisfaction.
Benefit Customer service
• The benefits to the operation include:
• increased sales
• fewer complaints
• attracting new customers through increased
reputation
• increases in repeat business and customer loyalty.
Customer Service
Customer service in foodservice operations is a combination of five
characteristics:
1 Service level: the intensity of or limitations in the personal attention
given to customers.
2 Service availability: for example, the opening times and variations in the
menu and beverage list on offer.
3 Level of standards: for example, the quality of the food and beverage
items provided, decor, standard of equipment used and level of staffing
professionalism.
4 Service reliability: the extent to which the product is intended to be
consistent and its consistency in practice.
5. Service flexibility: the extent to which alternatives are available, and to
which there can bevariations in the standard products that are offered.
Use of resources
The management team must always take into account the effect
that the level of business has on the ability of the operation, in
order to maintain the customer service requirement, while at the
same time ensuring productivity in all of the resources being used.
Customer service specification
Waiter/server/commis de rang
The waiter or commis de rang acts by instruction from the chef de rang. This person
mainly fetches and carries, may do some of the service of either vegetables or sauces,
offers rolls, places plates upon the table and helps to clear the tables after each
course. During the pre-preparation period much of the cleaning and preparatory tasks
will be carried out by the commis de rang.
Trainee commis/debarrasseur/apprentice
The trainee commis or debarrasseur is the apprentice or learner who wishes to take
up food service as a career. The debarrasseur will carry out many of the tasks during
the pre-preparation periods. During the service this person will keep the sideboard
well stocked with equipment and may help to fetch and carry items as required for the
bar or kitchen. As their skills develop, they will also begin to assist in the service at the
table.
Carver/trancheur
The carver or trancheur is responsible for the carving trolley and the carving of joints
at thetable as required. The carver will plate up each portion and serve with
accompaniments as appropriate.