Service Standards

DESCRIBINGAND SELLINGFOOD & WINE

You are a sales person, not an order taker. As such, you are expected to know the required information to not only answer guest’s questions, but more importantly, make insightful recommendations. This begins with thorough product knowledge, continues with reading the guest and asking specific questions, and ends with creating a customized guest experience by providing perceptive and appropriate suggestions.

FOOD

MAIN INGREDIENTS The main ingredients in a dish include all the items that are listed on the menu, as well as any other key components of the dish. While it is extremely helpful to know ALL of the ingredients, it is most important that you know at least the proteins, starches, and vegetables, and then all other ingredients to which guests may have strong aversions or an allergy. Some of these items may include garlic, onions, chilies, cilantro, cinnamon, cumin, clove, soy, peppers, ginger, and any foods with robust flavors. It is also important to know whether an ingredient can be omitted from a dish and/or if its’ omission would significantly alter the dish’s flavor or composition. COOKING METHOD How a food item is cooked can drastically change its’ texture and flavor, so it is important to understand how each component of the dish has been prepared. This is most important for the protein portion of the dish, but it also applies to vegetables, grains, and starches. Depending on the dish and the specific components, alternative cooking methods may be accommodated upon request, so it is helpful to know what options exist. PRESENTATION The look of a dish will be the guest’s first impression, so you must be able to “paint a picture” for the guest, and explain in detail how a dish will look on the plate. This could entail describing the overall composition of the dish, how each item is stacked or placed, the colors of different ingredients, or the plates and wares in which the dish is served. ALLERGIES There is no more important element of product knowledge than knowing what ingredients in a dish may cause allergic reactions. To ensure a guest’s wellbeing, you must know exactly which ingredients are included in a dish, and exactly which can be excluded upon request. Common allergies to be aware of are: shellfish/ seafood, dairy (lactose), wheat, gluten, nuts, soy and egg. However, it is possible for a guest to be allergic to just about anything, so if you are unsure of the exact ingredients in ANY dish, always ask the Chef for a full list of ingredients when needed. BEVERAGE PAIRING In addition to being a sales person, first and foremost, you are a food and beverage professional. As such, your job is to provide a complete experience that includes understanding how and why flavors, components and textures in certain foods pair well with corresponding beverages. As a rule, flavors in food and beverage should either complement or contrast each other so as to maximize both of their enjoyment, so you must not only understand what elements are present in a dish, but what beverages would in turn enhance those elements by either complementing or contrasting them.