Etiquette de Manille & Red Archon

Archive for March, 2013|Monthly archive page

The Romance of Genteel Tea Leaves

In Articles, Service Etiquette & Protocol, Tea Etiquette on March 22, 2013 at 8:30 am

By Pauli Antoine

FINE BONE CHINA TEA SET with wooden handle tea strainer

FINE BONE CHINA TEA SET with wooden handle tea strainer

 

 Showers and birthdays, intimate jewelry, art and poetry exhibitions in dainty afternoon teas are in vogue.  Restaurants have kept tea menus to pick up business during the afternoon slack.  This trend prompts many to hop onto the bandwagon of tea-time offerings with the help of party planners and protocol advisers.  Events over lunches and dinners are now organized as tea parties.  With bite-size food and alcohol not expected, a tea party is not as expensive as a dinner party.

 IS IT HIGH TIME OR LOW TIME?

“High” and “low” are descriptions for the height of the table—high for dining, low for parlor furniture.

High Tea was more of a working class family meal than an elite socialgathering, served on a high table at the end of the workday between 5 to 7 pm.

ORIENTAL TEA SET: Teapot with balancer, tea cups and tongs on a wooden tray with a drain underneath

ORIENTAL TEA SET: Teapot with balancer, tea cups and tongs on a wooden tray with a drain underneath

Afternoon or Low Tea was once a ladies’ social occasion with manners, doilies and dainty foods, served on a low table between 3 to 5 pm on low tables, hence its two names. 

Afternoon tea gatherings started in the mid-1800s by the Duchess of Bedford, at a time when gas or oil lamps began permeating wealthier homes.  There were only two meals each day—a mid-morning breakfast and a fashionably late dinner.  The Duchess felt melancholic (most likely fatigue from the long wait between meals), and decided to invite friends for tea. News of the quaint gatherings spread across high society and became a favorite pastime. 

FORMAL: White linen, buffet style in the dining room. All finger foods. Guests not formally seated and encouraged to mingle. Candles lit after 5  pm, curtains drawn.

  1. Place tea service at one end of the table with a milk pitcher, sugar bowl, and a small platter for lemon slices or wedges.
  2. Place finger foods on the other end on tiered stands or serving dishes along with plates, serving silverware, napkins and cutlery.

INFORMAL: Salon or outdoors with either placement or casual seating on low tables. Candles are never used.

  1. For each guest: a tea cup and saucer, dessert plate, silverware, napkin and a placemat or a lace doily for that extra touch of elegance. 
  2. Set up tea service much like a formal buffet near the head of the table.  You can set up another table for more seating.  For a more intimate affair, arrange the service at the center of a large table. 

THE ART OF AFTERNOON TEA

New Picture (65)While etiquette and customs evolve over time, some practices remain non-negotiable if one is to embrace such a lovely genre. The etiquette police will not be hiding in your teacups, but an effort should be made on setting things straight.

GENTLEMEN, PINKIES UP!  Raising the pinky is not an affectation, but a graceful way for men and women to avoid spills. Porcelain teacups originated from China and had no handles. So as not to spill the hot liquid, the proper way to hold the vessel is to place one’s thumb at the 6 o’clock position, and the index and middle fingers at the 12 o’clock position. Gently raise the pinkie for balance.

Even if a handle was added to the teacup in the 18th century, raising the pinkie is still necessary for balance.  Grasp the ear with your thumb, index and middle finger. Imagine the handle as a flat disk with no hole.  Never loop fingers through the handle, nor cradle the vessel in your palm.

MILK BEFORE TEA?  That is a matter of preference. Originally, milk was added before tea to temper the teacups made from soft-paste porcelain. When hard-paste china porcelain was introduced, it was no longer necessary to temper the teacups. Milk is served instead of cream which is too heavy and masks the taste of tea.   The Chinese did not use milk in their tea then, as the blends were white, oolong, and green.

SUGAR TONGS.  Using sugar tongs for compressed sugar is about being considerate and hygienic.  When not in use, lay the tongs beside the sugar bowl or drape it over the handle of the bowl.

LEMON AFLOAT?  A slice of lemon with a clove in the center can be set to float in the teacup. Wedges are wrapped in gauze or cheesecloth. Without a lemon press, use your fingers to gently squeeze out the juice into your teacup, then rest the wedge on the side of your saucer or service plate.

STIR OR FOLD?  Never stir in sweeping circular motions. Place your teaspoon at the 6 o’clock position and gracefully fold the liquid towards the 12 o’clock position, two or three times. Do not leave the teaspoon in your teacup. Rest it on the right side of the saucer. Never wave your cup in the air.   If you are at a Buffet Tea, hold the saucer with your left hand, and the cup with your right hand. When seated, rest the cup on the saucer and lay it on a table or your lap.

NAPKINS ON THE LEFT.  A formal table has only one correct placement for a napkin—the left side of the place setting.  Fold with the closed edge to the left and the open edge to the right—no exception.  Less formal affairs allow a fancy, folded napkin in the middle of the place setting.

There is never a proper moment to leave napkins on a chair. When excusing oneself from a table, gently place the napkin on the left side of place setting. This rule is non-negotiable. If the napkin is soiled it could damage the seat covering.  Table cloths, can be laundered with more ease.  Besides, the tabletop is cleaner than the seat. 

At the end of the tea engagement, pick up the napkin from its center. Let it gracefully drape on your palm, then rest it on the left side of your plate.  Twelve inch napkins are used for Afternoon Tea.

PLACE SETTINGS.  When in doubt, follow the “outside towards the inside” rule.  A petit knife and fork may be used for open-face sandwiches and pastries, preferably not for closed sandwiches. Savories should be properly crafted; nothing should be dripping or gooey. Never place used utensils on linen or a table top.

THREE-TIER STANDS. Top for scones, middle for savory sandwiches, and bottom for sweets.  In the 1800s, modern heating equipment did not exist. A warming dome was placed over the top tier adorned with scones. The savory sandwiches, followed by the sweets, were placed beneath and served in progression.

EATING A SCONE.  A hostess should insist that the scones be made into bite-size servings.  Break off a small piece and place the rest on your plate.   Apply jam and cream on the smaller portion. No dipping!

The best etiquette of all is to relax and have a good time without noticing the faux pas of others.

Eggshell-thin, hand painted BONE CHINA TEA SET and antique pots

Eggshell-thin, hand painted BONE CHINA TEA SET and antique pots

PICK-UP IDEAS FROM TEA-CENTRIC VARIATIONS

BRIDGE TEAS: Custom dictates that bridge games begin at 1 pm followed by casual or elaborate tea at 3 pm.

CREAM TEA: Very light — scones, Devonshire cream and preserves.

LIGHT TEA: Afternoon Tea excluding assorted sandwiches and savories.

LUNCHEON ALA AFTERNOON TEA: Ah, the best of both worlds so as not to forsake tea.  Many establishments offer Afternoon Tea menus during luncheon hours.

NURSERY TEA: In the Edwardian era, when children of the upper class were cared for by a nanny, one of the rare times of the day that children interacted with their parents was in the mid-afternoon at the nursery.  Nursery teas were not elaborate— simple sandwiches, boiled eggs on toast and jam, puddings, tarts and sweet buns. Milk or lemonade for the children.

PLOUGHMAN’S LUNCH OR FARMER’S TEA: A working-class’ lunch similar to High Tea but served between noon and 2 pm originated in English pubs during the Industrial Revolution.  The menu included meat pies, assorted cheeses and fruits on crusty bread.

ROYAL TEA: Afternoon Tea with a glass of champagne or sherry. 

SPORTING TEAS: Following a hunt, a croquet match or a day in the water, iced tea was the preferred choice.  The menu consisted of picnic foods if served in a casual setting, but can be elaborate if served in a formal manner.

STRAWBERRY TEA: Traditionally served during spring and summer with whole or sliced, fresh strawberries, Devonshire cream, and granulated, brown or confectionery sugar.

TEA DANCE OR THÉ DANSANT: (French, literally dancing tea), is an afternoon or early-evening dance among women of leisure and men of prominence.  The fashion was as elaborate as the music, from Ragtime, Tango to the Charleston.  Special china porcelain with a gold border was created to celebrate the popularity of the Tango Teas.

This article was published in the June 2011 issue of F&B World Magazine, Front of House.

Styling and Visual Poise Direction by Pauli Antoine.  Photos by Andrew Tadalan / Chef Jill Sandique’s private tea set collection photographed at her studio kitchen.

 

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Redefining Service Etiquette & Protocol for the Restaurant Age

In Articles, Service Etiquette & Protocol, Titanium Customer Service on March 22, 2013 at 8:30 am

The author devises a workable system of Training “Salt” Solutions that determines the right set of service etiquette and protocol for your operations.

 

By Pauli Antoine

 

THE POLISHED PRESENCE - From left to right: Mark Villatema’s warm and sincere smile and clean, shaven face; Cherissa Bal’s hands onher side with thumb and middle finger slightly touching; Mia Laroza’s hands on top of one another in an inverted lotus position; and EJ Asistores’ proper haircut not reaching beyond the mid-section of the ear, not touching the collar, and with sideburns trimmed.His back is straight, chest out, shoulders relaxed, and hands on the side.  Styling and Visual Poise Direction by Pauli Antoine.

THE POLISHED PRESENCE – From left to right: Mark Villatema’s warm and sincere smile and clean, shaven face; Cherissa Bal’s hands on
her side with thumb and middle finger slightly touching; Mia Laroza’s hands on top of one another in an inverted lotus position; and EJ Asistores’ proper haircut not reaching beyond the mid-section of the ear, not touching the collar, and with sideburns trimmed.
His back is straight, chest out, shoulders relaxed, and hands on the side. Styling and Visual Poise Direction by Pauli Antoine.

  

The French Court of Louis XIV used étiquettes or little cards to remind courtiers to keep off the grass and later meant ticket of admission. Etiquette is simply knowing how to treat others.

On the other hand, Protocol is derived from the Greek protokollan or “first glue,” from the practice of gluing a sheet of paper to the face of a document to preserve it when it was sealed, imparting authenticity.  Today, Protocol refers to rules on how an activity should be performed. 

Service etiquette in a restaurant setting is defined as knowing how food should be presented and served given a set of rules. It means taking the Golden Rule a notch higher by treating your guests the way THEY want to be treated.

The truth is, there are no hard and fast rules. 

TO EACH RESTAURANT, ITS OWN ETIQUETTE 

Rules are important because they are guidelines to what is acceptable and what is not. They are never to be broken—while they are in place. Rules change depending on the need. Just as each society has its own set of rules that evolve over time, each restaurant must keep on reviewing and redefining its own set of service etiquette and protocol.

Always meet your customer halfway by leaning forward.  Bend from the waist and do not stoop.  Bend the knees to lower your body.  Tilt your head to express warmth.  Keep elbows away from the customer.

THE SERVICE ETIQUETTE POSE – Always meet your customer halfway by leaning forward. Bend from the waist and do not stoop. Bend the knees to lower your body. Tilt your head to express warmth. Keep elbows away from the customer.

Coordinating service was critical during the Victorian era because it ensured that the servants worked smoothly together without crashing into each other and dropping plates.  Today, observing proper service etiquette is designed to keep guests comfortable. That may sound too simple but there are several aspects that can determine how comfortable a customer feels while dining at your restaurant. How he feels automatically gets filed into his mental black book of restaurant debits and credits. It determines if he will return and what he will tell the world.

 Let’s take a look at some of the “hard and fast” Rules of Service.

 1 When people are served, the tradition is to start with the Guest of Honor, followed by the women, the men, the Hostess, and finally the Host.

2 If the distinction between guests is not clear, servers start with the oldest woman and work their way down to the youngest man. The same order is followed when taking orders.

3 Plates are served all at once and then cleared all at once so that courses come out together.  The idea is that someone who lingers over his or her meal may feel pressured if the plates of other guests are cleared since this may suggest that he or she should dash up.

4 In some restaurants, plates are cleared as people finish. 

THE IDEAL SERVICE WALK - Be calm and confident with a sense of purpose.  Keep eyes focused and alert, chin parallel to the ground, neck pulled back and up, shoulders relaxed and aligned with hip bone, waist pulled up and stomach firmly tucked.  Feet should glide on two parallel lines close to one another.

THE IDEAL SERVICE WALK – Be calm and confident with a sense of purpose. Keep eyes focused and alert, chin parallel to the ground, neck pulled back and up, shoulders relaxed and aligned with hip bone, waist pulled up and stomach firmly tucked. Feet should glide on two parallel lines close to one another.

5 Food and drinks are usually served from the left side of the guest and cleared from the right side.

6 There are additional nuances of serving etiquette, some of which can get quite complex.  For example, in some establishments, liquids are served from one side, solids from another. Plated food may be served from a different side than foods which are portioned out at the table.7 Japan and some parts of the world, this is reversed, with staff serving from the right and clearing from the left.  There may also be cultural norms to observe, such as not handling food with the left hand in the Middle East.

 8 Exceptions may be made. For instance, when a guest is leaning to speak to another guest, making it difficult to serve or clear in the conventional style, or when guests are seated against a wall, which makes it logistically difficult to serve and clear from different sides.

 Again, these rules sound simple but when not performed properly, guests feel agitated without even knowing why. Oftentimes, they will not be able to express how they feel and they walk away while scribbling on their mental black book—never to return.

HOW TO ARRIVE AT A TRAINING “SALT” SOLUTION

Guest comments are good, but you always have to take them with a grain of salt. As a trainer, the challenge is to digest how guests feel into good Training “Salt” Solutions that can be taught and applied, tailor-made for each restaurant or retail establishment.

WALK WITH LIFE - Carry a sincere facial expression, stride with purpose, maintain good posture.  Uniform should be neatly worn, no pens and gadgets on the shirt.

WALK WITH LIFE – Carry a sincere facial expression, stride with purpose, maintain good posture. Uniform should be neatly worn, no pens and gadgets on the shirt.

I usually use a scenario of three dining dates: Micky is a regal woman, Louie is a young lady, and King is a CEO. My dining dates are like action figures with different personalities. I dine with each of them exclusively in all sorts of dining places. They are all sticklers for service etiquette but see things from different angles. What King likes is not all that important for Micky. What Louie finds appalling will not even cross King’s mind. Now you know why I don’t dine with all of them together.

I listen carefully to the comments that they dish out when we dine. Their comments are often simply how they feel, and these I diligently jot down in my little black book. Then, I sit down and analyze the situation in four steps:

Step 1: I investigate the Base Scenario, in this case, the reason why guests get so agitated without knowing why.

Louie was so agitated during our date at a casual-dining restaurant’s soft opening. There were no pre-determined service routes. The servers were scrambling around like popcorn. In the eagerness of the servers to deliver the food promptly to each table, they skated around the room like animated cartoon characters, often touching the backrest of the other chairs on our table. Their body language was very stiff. They teeter-tottered awkwardly as they addressed the guests. The crux for Louie was when the server flashed a two-thumbs-up sign to acknowledge her order.

Step 2: I pose Acid Test Questions to each Base Scenario.

1. Did the restaurant have a rule?

2. Was the rule appropriate?

3. Is there a better way? Is there a need to change the rule?

Step 3: I apply the formula: Base + Acid = Salt

You must always run Acid Test Questions on Base Scenarios to produce good Training Salt Solutions.

Step 4: I devise the Training Salt Solution

1. Be controlled. Know and respect invisible boundaries. Establish service routes.

2. Be calm. Walk with life. Move with poise. Lower your body by bending your knees or your torso to meet the guest halfway. Never stoop. Be mindful of guests behind you.

3. Be cordial. Being visually pleasing is not enough. Know the exact tone of professionalism with just the right measurement of charm.

The importance of regular Service Audits becomes apparent. If there is no Base Scenario to work on, the acid will sit in the corner and there will be no salt. In the meantime, customer count dwindles until one day there is none. For restaurateurs, the challenge is to gather as much comments or Base Scenarios from customers, apply the Acid Test Questions, and produce Training Salt Solutions. Then retrain your staff.

When conducting Service Training, it is not enough to issue the basics in the form of a service manual or to demonstrate the standard procedures. It is essential to review each and every step down to the smallest detail and to instill the reasons behind each rule specifically for your restaurant. If sitting on every chair is needed, then do so to determine how service is to be rendered specifically to that guest who will be sitting on that chair. A customer-focused approach to service, and building your own set of Service Etiquette and Protocol are what will separate your restaurant from the rest of the black-book entries.

This article was published in the November 2010 issue of F&B World Magazine, Front of House.

Styling and Visual Poise Direction by Pauli Antoine.  Photos by Aldwin Aspillera/Shot on location at UMU Restaurant, Dusit Thani Hotel, Makati City. Models: Mia Laro za and EJ Asistores of UMU Restaurant , Cherissa Bal of Tosca, and Mark Villatema of Basix.

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