Off Premise CateringChapter 8 – The Show

The ShowImportance of Client Service

Role of the Supervisor

Table Setting

Buffets and Food Stations

Proper Service Techniques

The Importance of the off premise catering Kitchen

Client SatisfactionMeans repeat Business

4 of 5 dissatisfied guest will not complain to the caterer or a staff member

For every 10 dissatisfied guests, 7 will tell 20 others

Creating a Successful Event

Service must be efficient

In keeping with the event

Good Service is a matter of opinion or perception

Miscommunication is often at the center of any service problems

Common Service Complaints

Broken Promises

Rudeness

Indifference

Not listening

Negative attitudes

Basic Rules for A Customer Service System

People before paperwork

Always be courteous

Remember your manners

Train your staff to be responsive

Answer phones and return calls quickly

Deliver proposals promptly

Be flexible

Deliver what you promise

Food Quality is important but not the only thing

Caliber of the service staffTable decorationsAncillary services such as DJDid the event reflect well on them?Were the staff sincere

The Role of the SupervisorManagement by walking around

Oversees unloading of equipment

Ensures kitchen is stocked and ready

Directs counts of equipment and service items

Supervises set up team – Diagram

Sets up the “model” table

Ensures that event is set up at least 1 hour prior

Keeps service on schedule

The SupervisorShould have recipe cards and ingredients for all

foods

Meets with the client to go over the event, in detail.Complete discussion of menu and beverage

serviceThe Schedule of EventsRestroom locationsService proceduresVIPs or other notable guests and special

arrangements

During EventsKeeps the service on schedule

Staff get short breaks (depending on length of the event)

Walks the floor

Anticipate possible problems

Checks in with staff regularly

After the eventBreakdown can begin after the guests leave

Count all equipment, make sure it is loaded properly

Deal with leftovers according to contract

Bag trash and dispose of properly

Check out staff

Collect any balance due

Return safely to commissary

Meal ServiceHave the room set up at least 1 hour prior to

eventFood does not have to be out

Client is assured things are going to plan

Allows time to solve problems

Gives staff time for a break and to freshen up

Allows for a staff meeting/event review

Safety check on equipment

Table SetThe way the table is set will vary by:

Meal TypeStyle of ServiceFood being servedTime allowed for eventSpeakers, presentations

Serving ProceduresButlered Hors d’oeuvres

Know the name of the food and its ingredientsWarn if hot or spicyAlways smileCarry cocktail napkins in free handAlways return to kitchen with dirty glasses or dishesKeep the tray looking neat If food is to be served hot, return to kitchen in 5-10

minutesWhen the tray looks depleted, return for moreTry to take different paths when passing

Serving the meal Servers and Runners –

Russian Service English Service American Service

Service Serve food from left with left hand Always serve female guests first – oldest to youngest Clear from right using the right hand Serve beverages from right Never reach in front of guests Don’t make unnecessary noise Never touch flatware on the plate Replenish water glasses frequently Table numbers and unused place settings should be removed when all

guests are seated Don’t break down until guests have left

Serving the Meal - CoursesPour or serve beverages

Serve hot bread or rolls

First Course (if not pre set) Each course should take 15 -20 minutes to serve, eat

and clear

Following courses

The key to excellent service is excellent timing

Buffets and Food Stations

• One Buffet or food station per every 50 -75 guests• Each main dish will need 24” of space on the

buffet table• Skirt or cover the backs of the tables if they can be

seen• Bring extra bowls, props, utensils, dishes and

platters, especially chaffing fuel• Determine the system of replenishment

Hot DishesChafing dishes should be filled with water

(preferably hot) as soon as they are set up

Light Fuel at least 45 minutes before event

Be safe – have a fire extinguisher

Food must be kept hot – keep covered when not serving

Buffet ServiceInstruct staff on proper portion sizes – use

measured service items

Carvers should be instructed on the number of orders that should come out of a cut of meat

Servers who are cooking should know ingredients and procedures

Once a container is half empty – it should be replenished

Break DownNever break down food stations until directed by

the supervisor

Consolidation of duplicate stations, if done discreetly, is a good way to begin

If in doubt, check with client

Never break down tables or remove linens before all guests have left.

Next Week –

Quiz Chapter 4 & 8

Project Assignment - Interview