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*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=* Restaurant Report E-mail Newsletter For Hospitality Professionals and Food Connoisseurs Issue #128 December 10, 2000 http://www.restaurantreport.com newsletter@restaurantreport.com *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=* In This Issue * Question of the Week * Reader Feedback - Clearing Plates * Bulletin Board (This publication may be freely redistributed in its entirety) (Back issues are archived on the website) Newsletter Sponsorship...click below to learn more http://www.restaurantreport.com/advertising/index.html _____________________________________________________________________ QUESTION OF THE WEEK _____________________________________________________________________ What is the recommended way to sell a restaurant? Realtor? Internet ad? Ads in local newspapers? What is most effective for a small businessman? ***** Send comments/feedback to mailto:newsletter@restaurantreport.com _____________________________________________________________________ READER FEEDBACK -- CLEARING PLATES _____________________________________________________________________ Original Question: Should our servers clear plates before each guest has finished their course, or should we wait until everyone at the table is finished? Editor's Note: Wow did we get a lot of response to this topic! Thank you to everyone who took the time to write in. We've reprinted a selection of the posts below. In addition, we will make plans to post all of the letters received on the Restaurant Report website in the near future. **Next Post Servers are there to enhance the guest's experience, not intrude on it. Common courtesy suggests that a server should wait until they have the guest's permission before taking anything from them, particularly something as personal as their dinner plate. (Just be sure not to grab for the plate while you are asking the question -- eagerness and lack of sensitivity will cost you points.) It is also uncomfortable for "slow eaters" to be the only ones at the table with a plate in front of them. My suggestion is to clear the table as soon as everyone has finished or when a guest indicates they would like a plate removed by moving it to the side of the table. As the last diner finishes, pause a few beats and then quickly clear the table. The pause is important to prevent your guests from feeling rushed. Bill Marvin - bill@restaurantdoctor.com The Restaurant Doctor **Next Post WHEN TO CLEAR? There isn't just one solution to the problem. Here are the alternatives: Proper table etiquette says - Do not clear plates until everyone is finished. But... If a patron insists by signal that he or she wants their plate removed then it's OK to remove it. The signal will be: Flatware placed in the center of the plate touching each other, or inverted or crisscrossed, depending on which country the guest came from. But, the acid test is: Is the next course ready to be served? In real life, the Waiter (m/f) can use clearing to the advantage of the house. If one person has just one morsel left in their plate it gives the Waiter (m/f) the chance to hold up clearing until the next course is ready. If there is too much waiting time between courses it looks as though service is poor. The most professional Waiters (m/f) will wait until they know the next course is ready before clearing the previous course. Here is another very courteous and logical thing to do. Waiter approaches the table and speaks to the guest who is still eating, " Pardon me Mame, would you mind if I clear the salads of those guests who have finished? Guest: " Not at all, It will take me a year and a day because I pick and nibble, as a matter of fact why don't you just go ahead and bring the next course and not hold everybody up because of me." This is exactly what a Waiter did at my table at a Restaurant Associates operation in New York and we all thought it was very tactfully done and to everyone's benefit. Ian Maksik, "Professor of Service" e-mail: ian @usawaiter.com **Next Post I believe the question is: Are my guests comfortable? My experience tells me that when the signs are there remove the plates, even if everyone is eating. If the utensils are set to the right indicating the guest has finished, plainly ask if he/she would like the plates to be removed. If they say no, then just wait until everyone finishes. If he/she says yes, then proceed and remove plates as everyone finishes. Hope this helps. Regards, Mel Fabregas, Proprietor Mi Tierra Restaurant & Gift shop Tucson, AZ **Next Post Thank you for a great question regarding the clearing of plates. In my opinion, I always like to give the guests as much elbow room after they have eaten as possible. In clearing the area, it sets them into the next phase. However, this has to be done graciously and with as little attention on the subject as possible. Interrupting guest conversation to clear is a no-no. Making noise while you are doing it, is a no-no. Asking everyone while you are there if you can pick -up plates if they are finished is a no-no. We know by removing a plate from someone who is finished, can indirectly pressure the still eating guest in a uncomfortable way. Eating out should be a pleasure. So what do we do? Exceptional service would require that you read the table. You will know how to approach and when, if at all. Trying to formalize the process will make it a problem. Leaving it to a judgement call will contribute to great service and of course add to the comeback experience that all restaurateurs crave. We must continue to make eating out at full dining establishments a personal experience between the restaurant and the visitor. A guest knows when he or she is being attended to and waited on. If that relationship exists, then the guests will make known his or her preference. Having good floor coverage and being available, in the end, solves all your problems. It is not about perfection as much as it is about problem/solution and interaction. Since there are so many dynamics taking place at different establishments, I leave it to the reader to be the best judge on the subject. Sincerely, Richie **Next Post Holiday Greetings to all! In regards to table clearing...I use a VERY simple but very effective method. I clear plates, glasses, etc...,as customers finish using them and that includes dinner plates. I know that goes against one of the set-in-stone rules of table service but...Tough. My customers like having elbow space. All sarcasm aside...I clear as the customer finishes because I LIKE having table space when I dine out. And, to me, there is nothing more unappealing than having the remains of my dinner sitting in front of me. It comes down to The Golden Rule once again. But there are a few things to make you and your staff aware of. Guests don't all finish their meals at the same time. So...When clearing plates and so forth, I always explain why I'm clearing to those customers who are slow diners. The last thing one wants is to give the impression you're trying to rush the table. The funny thing is that slow diners are usually the ones who appreciate this the most because they can relax, chat with their friends and enjoy their meal. I do offer coffee to those who have finished but I do not take dessert or after dinner drink orders until EVERYONE at the table is finished. An attempted dessert order is always deflected by suggesting a wait until everyone is through with dinner and pointing out the dessert list and specials. And you will have customers who want to wait until everyone is through with their meals. The answer on this one is easy...You do it. I hope this helps you in your dilemma. Peace. Joel Folliard -- JDFNH@AOL.COM **Next Post Working in our city's primer country club, the servers agreed that it would be best to take the plates. Nothing is more uncomfortable than to have dishes remaining in front of you as you try to enjoy your company. Most people sit back when they are finished with their dish making it is very easy to slip the dish away without interrupting conversation. With many of our members or regulars, our maitre d' would have these conversations around their preferences. The members really seemed to appreciate our personal touches that we added to entertaining. After removing the dish we would make sure that there was a clean, butter plate still remaining. Hope that helps. -JP, Tennessee **Next Post As far as I am concerned there is no black and white rule. This is because not every diner is the same. Some get the process and some don't. At my restaurant the procedure is to wait until the last person is finished. However here is where you have to train the servers to make that audible call and make a decision on what would be the best customer experience for that table. Sometimes when a person finishes they push their plate away or to the side and want it off the table no matter what state their dining guest may be at. Also at larger tables everyone can be finished eating and the last person is so slow that there is a 10-15 minute gap. In both these cases you have to get the plates off the table. So in summary the server needs to know what type of diners he has at his table, how long it is going to be for that last person to finish, and what would make the best experience for those diners. That is why in fine dining employees need to do more thinking and know when to break the rules. Darren Gurr **Next Post In my opinion, and I have dealt with that side of the service for long time, clearing the tables is all related to the party that the server is waiting on. The rule is to wait until the end, however there are exceptions that should be treated differently. If the party is a large banquet, and is an "official dinner", which means a dinner where all of the customers act as they are supposed to, the tables gets cleaned only after all of the guests have finished (starting from the women that is the most "important, and then going till the last male guest). If the setting is not formal, it depends on how good is your staff and how well trained they are in reading people attitudes and needs. In my restaurant I take time and pride in training my waitstaff on the basic concept that "whatever makes guests comfortable should be the policy applied for that particular party." Sometimes you can lose a customer being too formal if the customer does not know the rules. La Dolce Vita in Visalia California - http://www.gr8chefs.com **Next Post Written rule, or no written rule, the answer is as complicated and diverse as the customers sitting at the table. Can even two guests agree on this? I`m still eating and your plate is cleared. How do I feel? How do you feel? You say that's good because you don't want a dirty plate in front of you. I say bad because it now looks as if I`m porking out as you watch. You will have to make the absolute call, if you want an absolute. Alternative, have wait people ask and throw the ball in their court and let the guests fight it out. Yours in food, Paul **Next Post I have been in many restaurants over the years. The ones I have been most impressed with are the ones that clear your plate as soon as you are done. Being an upscale establishment means you will provide a level of service far greater than the other establishments around you. This is what will set you apart from the rest. Speaking from my point of view, I would rather spend 30.00 for a meal and have someone "fuss over me" than spend 20.00 and just have another meal. I have many friends that have commented on restaurants that have replaced bread dishes and butter knives as they were used. The comments were all extremely positive. Granted that level of service is expensive but makes the overall dining experience well worth it. It seems simple to me, do you want to be an Upscale restaurant of just expensive? John Lallo **Next Post I personally believe you should wait until everyone at the table is done eating. Most of the places I have worked, which are private country clubs abide by that rule. Of course there are always exceptions to every rule. For example, if a guest pushes their plate to the side of the table. Then I would remove it. I think removing plates as people are done eating pushes the other guests to finish before they are completely ready. Jill Ausiello **Next Post In my experience, I believe that diners who have finished a course or meal prefer to have a clear table space in front of them regardless of whether those around them are still eating. The simplest, least intrusive method I have seen or used is, "May I take your plate?" This elicits either a "Yes," or a "No," and the server can respond appropriately. This should not be a source of confusion. I would think that most servers would be more confused when it comes to asking a patron if everything is OK. Most of the servers I have been exposed to must have used all the same correspondence course: "Wait until the person has a mouthful of food before you ask, that way they can't possibly answer!" Good luck, MAX HERR Chef/Owner D'Oily Boid Cafe Catering Upland, CA **Next Post The proper way is to wait until everybody is finished before you clear the table. Philippe DARTOIS Maitre D'Hotel & Sommelier Hospitality teacher. ***** Send newsletter feedback and comments to us at mailto:newsletter@restaurantreport.com _____________________________________________________________________ BULLETIN BOARD _____________________________________________________________________ **Next Post - Re: Interview Questions My General Manager wants me to come up with 10 personal and 10 physical questions. Does anybody have any suggestions of what I can ask and where I could find some good interview questions? I'm a young and starting out manager. - mailto:Jimmie5133@aol.com **Next Post - Re: Theme Restaurants I am a first year culinary student at New Hampshire College School of Culinary arts. I need to do some research on the question "Why have the popularity of theme restaurants declined since 1996". I need to be able to back this up with research data, revenue analysis etc... Can you point me to resources that I might tap in order to obtain this information? Thank You very much Lisa Hahn - mailto:BeadManiac@MediaOne.net **Next Post - Re: Cleaning Ideas I am stumped perhaps you can help? My daughter works as a cook in training and has to carry the big aluminum trays. We have not found the "magic" solution to getting the stains these leave out of the white coats she wears, any ideas? I've used Shout, aerosol and pump, 3-M, Tide, dishwasher detergent, bleach, baby shampoo, etc. The food stains we can get out, any help would be appreciated. Mary - mailto:dlo@fan.net **Next Post - Re: Wastage & Theft There is always an element of wastage or theft from staff in restaurants.Is there a fixed percentage of such losses in bars and kitchens? - mailto:mirabelle@nextgen.net.mt ***** Note @ the Bulletin Board: If you can lend advice/assistance/comments etc. please respond to the individual directly and cc: us here at mailto:newsletter@restaurantreport.com We'll summarize and post responses we receive that would benefit the group. _____________________________________________________________________ NOTE: Please pass this newsletter along to anyone you feel it would be of value. You have our permission to print it out or email it to others as long as it is sent in its entirety including this message and the copyright below. --------------------------------------------------------------------- Copyright 2000 Restaurant Report http://www.restaurantreport.com |
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