ppt课件-principlesofhospitalityandservice-calpolypomona.pptVIP

ppt课件-principlesofhospitalityandservice-calpolypomona.ppt

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ppt课件-principlesofhospitalityandservice-calpolypomona

Dining Room Organization Personnel Chapter 3 Highlights Types of Restaurants Factors in choosing a restaurant Kind of food Price range Level of service Ambiance of room Types of Restaurants Categories of Table-Service Restaurants Fine Dining (Please note: 1 “n”) Bistro/Trattoria Casual/Family Qualities of “Service Professional ” Physical Appearance Neat and Clean Uniform that fits Styled Hair Nails Fresh and Clean Breath Well-kept shoes Qualities of “Service Professional” Behavioral Traits Deal with guests with on-going personal concern Knowledge Facts of Area, Restaurant, Food and Wine Proficiency Work to improve skills and add to skill base Attentiveness Knows the “state” of the dining room ( 1 “n”) Preparedness Mise en Place Efficiency No “empty hands” Qualities of “Service Professional” Behavioral Traits Persuasiveness Subtle sale technique to express caring Loyalty Don’t blame the kitchen; sense of “ownership”; be a team player Honesty Guest must be able to trust staff Qualities of “Service Professional” Behavioral Traits Politeness Open doors, pull chairs, give directions, treatment of fellow staff Dependability Can your employer count on you? Composure No idle chit chat. Proper discussion is about the meal and its service. (host stand hangout) Sensitivity “read” the guests needs Tact Guest vs. Chef Organizational Structure of “Classic Service” Officer of Mouth Ma?tre d’H?tel General Manager Manager All function as host to guest Staff should know reporting structure, organizational chart nature of position characteristics of success Organizational Structure of “Classic Service” Design of “Brigade” of Dining Room efficiency type price of menu physical structure of menu “Working Your Way Up” one position is training post for the position above e.g. Captain as Ma?tre d’H?tel Organizational Structure of “Classic Service” Brigade Ma?tre d’H?tel (Restaurant Manager) Management of dining room service, public relations, and physical plant Che

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