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    Four course meals are usually the order of play for formal functions, which are requested by clients with specific needs

    In order to make sure that a four-course meal takes place without any glitches, all staff members should be sent information on the client’s requirements well in advance of the event.  




     

  • Opening mise-en-place

    Formal events require a lot of preparation, especially since they often need to meet specific requirements, as set out by a client. Such information needs to be shared with all staff members who are expected to follow the guidelines and setup the venue accordingly. The information below must be gathered and shared, often by means of what is commonly known as a function sheet (which helps with opening mise-en-place):

    • Client name
    • Client contact name and number
    • Function type
    • Function date, start and close time
    • Venue & specific room allocation
    • Total number of expected guests
    • Table/floor plan
    • Food requirements
    • Beverage requirements
    • Food menu and beverage list
    • The function schedule
    • Special requests (themes, decor)
    • Billing procedures and any specific information related to payment
  • Closing Mise-en-Place

    The first task of closing mise-en-place s usually the preparing and serving of the bill. The bill tells guests what they have to pay, while also helping the restaurant to keep track of what it has sold. Usually, the bill is only served once the guests have asked for it. Once prepared, it should be handed over to the host of the table, or to the person that requested it.

    In most establishments, guests will have a choice as to how they pay the bill – whether it be with cash or a credit card (such as VISA, Mastercard or Diner’s Club). Depending on the establishment’s own policies and procedures, a bill may be inclusive of a tip for the serving staff, or allow for guests to add their own (which is usually around 10% of the bill’s total).

    Once guests have left, it is the waiter’s (or runner’s) job to restore the table and its setting to its original state. This requires that all glassware, cutlery and crockery is removed, that dirty linen is replaced, and that the table is reset appropriately.

    In terms of closing the venue at the end of the service, it is important that all equipment is turned off, cleaned and put back in storage. Furniture should be moved so that the venue (i.e. floors and all surfaces) can be easily cleaned, after which it should be put back in place for the next service.

    Once all cleaning and packing away is done, the venue should be locked up securely.

  • Rules for preparing a venue for a four-course meal
    • The total number of guests has been double checked closer to the time that the event is due to take place.
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    In addition to working from the event function sheet, ensure that:

    • The total number of guests has been double checked closer to the time that the event is due to take place.
    • There is enough space between the tables, chairs ad service areas, with clear channels to exits.
    • A seating plan is clearly visible to guests on arrival so that they know where to seat themselves.
    • Chair covers, seating and table-cloths are free from marks or stains.
    • All special equipment is in place, ready, safe and turned 'on' – this includes the bain-marie (a hot water bath used to keep food warm), carving unit (a table or trolley specifically used for carving and serving meat), and any additional serving equipment (like tongs for picking up and placing items of food on a plate – like bread rolls for example). 
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  • Handling Guest Complaints

    Responding to guest complaints in a professional manner is key to offering great customer service, especially in the service industry where pleasing everyone isn't easy. In difficult situations try to... 

    Keep calm - It's not personal. The guest's experience is made up of numerous factors: from the way they are greeted, the attention they are given and the food and service they are provided. They are entitled to voice their concerns should something not meet their expectations – something that should be taken seriously but not personally.

    Listen to the guest - Hear what the guest has to say and avoid interrupting them until they have finished. Question the guests if certain topics seem unclear. Having a full understanding of the issue at hand is critical.

    Respond to the guest - Be genuine. The tone in which the response is given is key. Politely summarise your understanding of what the guest has said and then highlight that their issue is important and that it will be dealt with appropriately. Never place the blame on anyone or anything.

    Propose a solution - If the above steps have been worked through, a solution can be proposed. This could extend to a heart-felt apology, a deduction from the bill or a complimentary meal. However, it is important not to promise something that cannot be delivered. If the issue is much harder to diffuse, a member of the management team should get involved.

    Follow up – In order to show that the establishment really does have the guest’s best interests at heart, a follow up should be made to check that they were satisfied with the way in which the complaint was handled. This could be done at the end of the meal, or a couple days later by meas of a telephone call, if the guest’s contact details are known. 

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Comments

Cari.Nel28 Nov 2017 13:06
Replace specific needs with specific allegies
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