Training Manual Silver Service
Contents Trainee Information 3 Certificate of Completion 4 Introduction 5 Be Organised 6 Prior to Service 7 Exceeding Customer s Expectations 8 Using Service Cutlery 9 Silver Service Procedures 10 Silver Service Important Points to Note 11 Self Assessment Test 12 2
Training Manual Providing Silver Service This Manual is designed to provide you, the employee, with a full knowledge of how to provide a silver service and the different methods associated with such a service. You will be able to demonstrate a good ability in silver service practice, acting according to the requirements of your organisation. Trainee Information Name: Manager: Training Commenced: Training Completed: Assessment Completed: / / (DD/MM/YYYY) / / (DD/MM/YYYY) / / (DD/MM/YYYY) 3
Certificate of Completion I (Manager/Supervisor) hereby certify that (Employee Name) has successfully completed their training in Providing Silver Service and is fully qualified under the requirements of the establishment in which they are employed herewith. (Signature of Manager/Supervisor) Date (Signature of Trainee) Date Congratulations! 4
Introduction The style of silver service adds a grandeur and occasion to any event, and when done well, an impression is left with the customer that will reflect favourably on your establishment. However, as with all types of service, in order to perfect the art of silver service practice makes perfect! There are no quick solutions to becoming proficient at silver service, and wherever possible you should practice a great tip is to practice at home with your family, so that you become comfortable with the service techniques. Silver service involves taking the food to the customers table on a serving platter sometimes called a flat. The hot dinner plates are already placed on the table and then the waiter transfers the food from the platter onto each plate using a fork and a spoon sometimes two forks or two spoons are used, this depends on the food being served at the time. It is possible that there may only be a policy to serve certain dishes as silver service, such as the vegetables accompanying a dish or the bread. Speed is also of the utmost importance, as you may be serving a table of about 10-12 people, so they all need to be served with hot food don t let it get cold due to slowness of service. 5
Be Organised When providing silver service, waiting staff need to be organised and efficient. Standards must be set at a very high level, as at this level of service the customer expects extremely efficient working practices. You need to be comfortable in your work space and confident in your ability to carry out all the service procedures required. Take great care when serving customers with silver service as not to disturb them for too long. Be aware of leaning very close to the customer or hovering around, a customer will not appreciate too long a service in this regard. Remember, as with all work practice, make each movement count. If you are empty handed and going to the kitchen, collect dirty dishes or glasses on your way. Be organised, by ensuring your workspace is kept clean, tidy and well stocked at all times. Health & Safety is of the utmost important, so remember there are always sharp implements about, so handle with care. Keep within your specified work area, so as not to disturb other staff members. Keep all areas clean at all times. Maintain the work ethic of clean as you go. This always makes it easier when clearing up at the end of a shift. Remember work quickly but efficiently because you are using silver service to serve the food, there is more of a chance that the food will cool down. 6
Prior to Service Before you enter into serving the customer, you must ensure that your workplace is prepared. This is known as mise-en-place. It is your responsibility to ensure that all utensils and equipment is clean and ready for service. All equipment and service items will need to be checked prior to service: Each time you serve a new platter, you will need a new set of serving utensils. Ensure that these are always to hand. Ensure that all your waiters cloths are folded and easily accessible for service. Check all lined to ensure it is clean, pressed, free from holes and stains. Ensure all equipment is clean and polished (if required) Check that crockery is free from damage Silver should be cleaned on a regular basis (to prevent tarnishing). Make this a regular part of your job. Check stock levels, as you must have enough equipment to see you through the service period. Immediately prior to service you may need to bring hot plates from the kitchen. Remember, the more prepared you are prior to service, the better your service will be and the easier your job will become. Without organisation - chaos will rule. 7
Exceeding Customers Expectations There will always be a need to provide additional service to some customers who make requests that are not on the menu, or who require special service for a special occasion. When a customer has a request for something a little unusual, or out of the ordinary, it is important to get it right and be patient when responding to the request. It may take a little extra time, but by providing the customer with an excellent service, the rewards are great. Certain requirements can be: A table which can accommodate a wheelchair or high chair for an infant A table by the window A cake to celebrate a birthday or anniversary A table for two for a romantic dinner A large, round table. There are also many reasons a customer will ask for something that is not on the menu: Coeliac Vegetarian or Vegan On a specific type of diet Gluten free diet Certain dietary requirements A fussy customer The customer doesn t like anything that is on the menu. You need to be prepared for the unexpected and ready with your reply to assist the customer, in whatever their requirement may be. 8
Using Service Cutlery Silver service involves taking the food to the customers table on a serving platter sometimes called a flat. The hot dinner plates are already placed on the table and then the waiter transfers the food from the platter onto each plate using a fork and a spoon sometimes two forks or two spoons are used, this depends on the food being served at the time. The correct procedure for using service cutlery is: Holding the fork and spoon in your right hand (or left, if you are left-handed), ensure that the spoon and fork are facing upwards, with the fork sitting in the spoon. Make sure that you feel comfortable in holding the spoon & fork. Your palm and fingers must cover both handles. For a lever to open and close the spoon and fork, insert your first finger halfway between the spoon and fork handles. This is the basic technique for silver service. When serving larger items such as bread rolls, and roast potatoes, turn the fork around so that the prongs are facing downwards. This will give a more secure service as the fork prongs will hold the item safely. It will become more difficult when you have to serve softer items, such as fish or omelettes. To make this easier, use two fish knives in the same way as the fork and spoon, and spread them out to give you better support. Practice makes perfect. Use raw vegetables and fruit to practice on it doesn t matter if you drop them!! 9
Silver Service Procedures Placing the Plates Remember, the most important rule of thumb is hot plates for hot food, cold plates for cold food. Always hold the plates in a pile on your left hand, on a service cloth. Approaching the customer from the right hand side, place the plate in front of the customer, holding it by the rim in a service cloth. If the plate has a specific pattern, or logo, ensure that the logo is at the top of the setting, facing the customer. Portion sizes The chef will have determined the portion sizes for each service item. You must be aware of this prior to service. Each serving of meat and vegetables will be portioned as well, e.g. 3 roast potatoes per person, 2 slices of beef, etc. The meat will generally be on its own platter to be served separate from the vegetables and potatoes. Ask the customer if they would like certain types of food before serving it. This saves on waste food. If you are running out of food during service, do not decrease portion sizes. Apologise, leave the table and return with replenished items. 10
Silver Service Important Points to Note Always silver serve from the left. Bend forward toward the customer so that the platter just covers over the customers plate. Bend your knees if you need but not your back, as this will cause the platter to slope. The guest to the left of the host is served first. Serve the main item first usually the meat, fish, etc. The potatoes are served second, with the vegetables afterwards. These are all served in separate portions on the plates. Gravy or sauce is served last usually in a gravy boat. The gravy boat rests on a plate in your left hand with the lip of the sauceboat facing the customer. When serving the gravy (or sauce), follow the service technique for food. Hold the service spoon in your right hand and fill it from the sauceboat by moving it towards you. Pour the sauce over the food by moving the spoon away from you. Let the sauce glide over the food. Do not cover more than 1/3 of the food on the plate. Any accompaniments are left to the side of the plate. There should be no food served on the rim of the plate. When serving sweet or savoury flans, always place the point of the flan towards the customer. As with all types of silver service, presentation is everything. Always ask the customer if they would like sauce, gravy, etc. Never assume that a customer will have everything. Don t let the service cutlery drip around the table. Always keep your cutlery above the serving dish. Move around the table to the right. The last person to be served is always the host of the table. 11
SELF ASSESSMENT TEST The following test is designed to assist you in remembering all the things you have learnt in this Training Manual. 1. What does silver service mean, when it comes to service? 2. What must you prepare, prior to service? 3. Name several different special requirements a customer may have? 4. Describe the correct way to hold your fork and spoon when providing silver service? 5. Which customer is served first and who is served last? 12