"Setting the Table" - content folder is posted . Be sure that you structure your presentation in a way that addresses each of the questions. A reflective paper should have an academic tone, yet be personal and subjective; supporting it with your observations and personal examples. In this type of paper you should analyze and reflect on how "Setting the Table " shaped your perception and thoughts on hospitality service.

 

When creating the ideal guest experience, it starts with planning and organizing your establishment and the procedures that are followed. From an organizational standpoint, a restaurant should establish standard operating procedures, which are procedures designed to allow businesses to create consistency in workflows and job performance. Training of staff is another essential element of high-quality service. Staff should be prepared to understand guest concerns and should be prepared to embody an attitude that "the guest is always right." Servers should be knowledgeable on menu offerings as well as service expectations. Servers must be trained to be problem solvers and empowered with the ability to provide exceptional recovery. The investment in guest service training has the ability to provide benefits for not only the guest but also management and other personnel.

The style of meal service chosen by a food service establishment impacts the operation's ability to make meaningful impressions on customers. There are many different styles of delivery for food service and it is ideal that an operation chooses the style that best meets their guest expectations. Types of service include table, buffet, cafeteria as well as other services including quick service and deli service.

Table service is traditionally provided to seated guests and is common with fine dining, casual dining, diners, bars, and pubs as well as many other establishments. Table service traditionally involves servers responsible for providing meals, maintaining guest experiences, and clearing tables at the conclusion of a meal. Table service can be organized into four categories including plate, family-style, cart, and platter.

Plate Service

Plate service is the most common service style and involves guest orders being taken at their table. The server then provides information to production staff. Items are prepared and delivered to the table by servers who also are responsible for maintaining tables during the guest's dining experience. Plate service provides ample time for service staff to build a relationship with guests.

Family-style Service

Family-style service is increasingly becoming more common in dining establishments, particularly farm to table restaurants. Family-style service involves shared dishes served and distributed amongst a table of diners. Servers deliver ordered food to the table and guests are able to pass the items amongst themselves based on their desired choice. Family-style service provides an environment more closely related to dinner service at home.

Cart Service

Cart service is more commonly associated with fine dining experiences and incorporates a portion of tableside preparation. Although guests are seated and order as typically utilized with most table service, meals are delivered via cart and are commonly finished in the presence of the guest. This may include the selection of a specific cut of meat, the slicing of cooked meat, or the addition of a sauce to be served with a dish. Examples of cart service are common in French -style restaurants and can be commonly observed in Mexican restaurants where guacamole is made tableside. The restaurant Rosa Mexicana, with locations expanding from Los Angeles to New York, is known for its signature guacamole en Molcajete.

Platter Service

Platter service is another form of table service with similarities to cart service. Platter service involves food being arranged specifically on a platter and brought out to tables for guests viewing. After unveiling food, servers are responsible for serving portions onto guest plates. Platter service is commonly associated with banquet service.

Buffet Service

Buffet service involves food arranged and held under appropriate temperature standards while guests willingly come and choose as they prefer to select food items. Buffet service differs significantly from table service in the manner of food selection and service. Although guests are typically seated and utilize servers for ordering and other necessities, guests freely choose and arrange meals on plates. Buffet services typically contain carving stations for select items. Buffet services are common for banquets and are commonly found in hotels as well as full-service restaurants. Some operations utilize buffet service specifically for brunch on weekends while others utilize a buffet service daily.

Cafeteria Service

Cafeteria service or a-la-carte service is a common service style for lunch and operations involving many establishments under one roof. Academic facilities, shopping malls, and corporate environments often provide this service as a means of providing variety with centralized resources. Commonly cafeteria service has one entry and one exit point. Guests are presented with options such as a salad bar, soup station, pizza area, hot and cold sandwich areas, etc. Guests have the option to choose items based on their preferences and are expected to pay at the exit. Cafeteria services are typically designed in a scrambled layout, which involves stations spread out and no direct approach to selection. However, some cafeteria service outlets are designed with a straight-line approach where guests follow a line through all items until the end of the counter payment point.

As mentioned previously, many other services or combination options exist including quick service and deli service. Quick service is a style of service that allows seating, drive-through, and take-out options and provides guests the opportunity to order food at a counter and choose a dining location of their choice. Employee and customer interaction typically only occurs at the point of order in these service styles, which is very similar to cafeteria service.

The style of service selected by a dining establishment provides an indication of the service experience offered. The characteristics associated with table service dining varies greatly from the dining experience associated with cafeteria service. Table service provides more opportunities for engaging with guests and requires servers with soft skills and a dedicated level of customer service training.

The Guest Experience

One of the primary goals of a restaurant is to provide guests with an enjoyable dining experience. This experience extends beyond the food served and the price associated. Restaurants strive to provide an atmosphere that is both welcoming and comforting. Restauranteur Danny Meyer is quoted in his book, Setting the Table as stating "food is secondary to something that matters even more. In the end, what's most meaningful is creating positive, uplifting outcomes for human experiences and human relationships." Meyer, who is the CEO of Union Square Hospitality has created an entire organization of restaurants whose primary goal is providing the best possible service. A visit to one of his restaurants exemplifies what the guest experience should include. The success of his restaurants is a testament to the importance of the guest experience.