Topic 3: Restaurants as the main catering system in the tourism sector
Plan:
1. General concept of the restaurant business in tourism.
2. Restaurant service culture.
3. Standardization and certification of restaurant services.
4. Famous restaurant chains of the world.
1. General concept of the restaurant business in tourism.
In order to develop tourism in Uzbekistan, large funds are being allocated for the construction of new tourist complexes, hotels, campsites, restaurants, bars, and the transport sector to expand the tourism service system and create all the necessary conditions for tourists. At such a pace, the development of tourism will certainly affect the development of public catering, since all tourists, whether domestic or international, are forced to use the services of a restaurant or catering enterprise. Otherwise, people must carry all food products with them or prepare and consume them at home. However, tourists do not have such opportunities, therefore they are forced to use the services of catering enterprises, and the presence of these conditions allows tourism to harmoniously develop catering enterprises.
Customer service in public catering establishments, adherence to appropriate ethical rules, and fulfillment of duties determine the culture of this industry.
As is customary in Western countries, what is needed for any organization is:
- the attractiveness of the aesthetic landscape decorated with taste by the restaurant, the creation of high-quality service conditions;
knowledge of the rules and norms of ethical conduct of employees in the process of service provision;
- know and comply with the established rules of procedure and discipline in customer service;
- recommend and deliver various dishes and drinks, as well as know the skills, techniques, and methods of food distribution;
- knowledge of the basic rules of table setting;
- observance of safety and hygiene rules during the provision of services;
- Sufficient quantity of kitchen utensils and equipment, kitchen utensils, towels, and tablecloths.
Welcoming guests:
Equipment of the restaurant hall:
Fulfillment of consumer orders:
Service level:
2. SKILLS OF PROFESSIONAL COMMUNICATION WITH VISITORS
- welcoming guests politely and quickly finding common ground;
- paying special attention to regular customers;
- attention and concessions to clients;
Servants should not be arrogant.
Equipping the restaurant hall:
- the presence of natural ornamental plants and fresh flowers;
- restaurant-specific music;
- decorating tables that suit the restaurant and please customers.
Fulfillment of consumer orders:
- providing customers with complete and reliable information about dishes;
- preparation of dishes should be unique and at the level of culinary creativity;
- the name of the dish corresponds to its content;
- low cost and good quality of products;
- the taste and aroma of the dishes on the table should match;
- selection of good wine according to the menu.
3. STANDARDS FOR FULFILLING THE CUSTOMER'S REQUIREMENTS AND THE QUALITY OF SERVICE
Such banquets are held at diplomatic gatherings and official receptions. According to the protocol used in diplomatic practice, guests are accommodated in the restaurant hall. However, considering such receptions only for diplomats would limit the restaurant's activities. In restaurants, it is free for everyone to receive such guests and serve them. Such banquets are attended by 8 to 50, and sometimes more than 100 people. Below we will discuss the events for holding this celebration.
Order acceptance:
When receiving orders from banquet organizers, the head waiter first determines the date and time of the celebration, familiarizes himself with the number and system of guests (gender, age, nationality, profession), determines the purpose of the celebration, the total amount of money spent, the calculated cost per person, the form of payment (cash, credit), the list of invited honored guests. Then the head waiter introduces the customer to the hall and indicates the venue for the banquet. The arrangement of tables and plans for seating guests are agreed upon. It also determines with whom it is necessary to interact in the service delivery process. The headwaiter's duties also include determining:
1. If guests arrive from various embassies of foreign countries, hang the flags of those countries;
2. Inviting distinguished guests to the restaurant;
3. Ensure the presence of microphones on the tables;
4. Opportunity for banquet participants to talk over the long-distance and international telephone, take pictures,
Preparing waiters for service.
The head waiter trains waiters for service, setting and decorating banquet tables, preparing coffee tables, receiving and preparing buffet products.
The head waiter manages based on the principle of division of labor. One waiter serves 2-4 guests, or if one waiter brings food, the other brings drinks.
Experience also shows that if the banquet lasts 50-60 minutes, the service can be organized as follows. Three waiters serve 12-16 guests, two bring food and one drinks. All guests are served equally. In some cases, a single waiter serves the appropriate number of guests, providing both food and drinks. The head waiter's task is to explain to the waiters why and on what occasion the banquet is being held, and on the day the banquet begins, the head waiter gathers all the waiters and informs them about when the banquet will begin, the number of guests, and their composition (nationality, gender, age).
4. RESPONDING TO CUSTOMER REQUIREMENTS
When selecting staff for a restaurant, two main requirements are set for those wishing to work as waiters: sincerity, sincerity, and respect for people. It is necessary to find people who are enthusiastic, have a strong sense of feeling, and tidy. On the other hand, only experienced chefs who know the properties of dishes and drinks can work as waiters. People who rely on superficial knowledge, who memorize restaurant work superficially, and present themselves as knowledgeable in the personnel department, cannot handle this work. Only a person who treats restaurant work as an art and works wholeheartedly can become an official. Initially, they may not understand much, but only if their intelligence, willpower, and diligence are combined can they perform the role of a waiter. The waiter should be knowledgeable in explaining the quality and benefits of relevant dishes and drinks to clients.
The waiter, together with the head waiter, is the full-fledged head of the hall.
A modern waiter's appearance should be neat and well-dressed, walk smoothly, not talk excessively, agile, and able to handle any disagreements. A waiter who creates a moral atmosphere in the hall must prioritize kindness and courtesy above all else.
A waiter should always feel their dignity, that the work they do for people is not easy, and the pride of their profession. In the relationship between a waiter and a customer, sincerity from both sides is required. Especially from the waiter, a cheerful, hospitable atmosphere is required in the restaurant.
Another key requirement for a waiter is knowledge of the intricacies and techniques of service delivery and the ability to apply them in practice. In addition, the waiter must be familiar with the basics of food product commodity science, know the hall furnishings well, and practically apply the use of dishes and utensils. The waiter's services are necessary in the work process.
The waiter is strictly forbidden:
- inviting customers to a table without the permission of the head waiter and transferring them to another table independently;
- seating clients at an unprepared table;
- consideration of client complaints and objections without a chief waiter or a directorate employee;
- smoking in the hall, sitting, eating, speaking loudly, as well as leaning against the sideboard, walls, etc.;
- placing the inscription "table occupied" on the table without the restaurant management, without the head waiter;
- receiving dishes of poor quality, poorly formed from the chef;
- provision of alcoholic beverages in excess of the established norms;
- accepting orders for banquets, weddings, and other events without a chief waiter;
- long-term departure during service without the permission of the foreman or head office;
- receiving money from clients in excess of what is indicated on the invoice.
Thank you for your attention!