Off Premise CateringChapter 8 – The Show

The ShowImportance of Client ServiceRole of the SupervisorTable Setting Buffets and Food StationsProper Service TechniquesThe 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 efficientIn 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 PromisesRudenessIndifferenceNot listeningNegative attitudes

Basic Rules for A Customer Service System

People before paperworkAlways be courteousRemember your mannersTrain your staff to be responsiveAnswer phones and return calls quicklyDeliver proposals promptlyBe flexibleDeliver 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 aroundOversees unloading of equipmentEnsures kitchen is stocked and ready Directs counts of equipment and service itemsSupervises set up team – DiagramSets up the “model” tableEnsures that event is set up at least 1 hour priorKeeps service on schedule

The SupervisorShould have recipe cards and ingredients for all

foodsMeets 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 scheduleStaff get short breaks (depending on length of

the event)Walks the floorAnticipate possible problemsChecks in with staff regularly

After the eventBreakdown can begin after the guests leaveCount all equipment, make sure it is loaded

properlyDeal with leftovers according to contractBag trash and dispose of properlyCheck out staff Collect any balance dueReturn 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 planAllows time to solve problemsGives staff time for a break and to freshen upAllows for a staff meeting/event reviewSafety 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 beveragesServe hot bread or rollsFirst 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 upLight 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 itemsCarvers should be instructed on the number of

orders that should come out of a cut of meatServers who are cooking should know

ingredients and proceduresOnce a container is half empty – it should be

replenished

Break DownNever break down food stations until directed by

the supervisorConsolidation of duplicate stations, if done

discreetly, is a good way to beginIf in doubt, check with clientNever break down tables or remove linens

before all guests have left.

Next Week –

Quiz Chapter 4 & 8Project Assignment - Interview