Etiquette de Manille & Red Archon

Archive for the ‘Service Etiquette & Protocol’ Category

#Nobulent dishes by Nobu New York’s Filipino Executive Chef Ricky Estrellado

In Articles, Culinaria Icons, Culinary Affairs, Japanese Fine Dining, Service Etiquette & Protocol, Travel and Culture on August 21, 2016 at 5:07 am
NOBU MANILA 2016-3

FROM NEW YORK TO MANILA—Filipino Executive Chef Ricky Estrellado featured special Omakase set menu dinner of classic Filipino dishes infused with Japanese-Peruvian inspirations last August 18 & 19, 2016.  It was a wonderful collaboration with Nobu Manila’s Michael de Jesus.

NOBU Tartar 2016Something fresh and healthy—Tuna Kinilaw Tartar with Kizami Wasabi. I ordered and paired this with Matsuhisa Private Selection Russian River Valley Chardonnay, California. Cheers!

Soft seating lounge tables for relaxed dining; diners may also choose to reserve the dining table, sushi bar, the patio or the floating cabanas. Check out the leaf inlay ceiling at the main dining hall.

Omakase onegaishimas, this means “Chef, I’m in your hands”. Omakase is the Japanese tradition of letting a chef choose your order. The word means “I will leave it to you.” It’s a fine Japanese practice that gives the chef artistic liberty and the diner an unforgettable dining experience. Here are the #Nobufied dishes—

Zensai [Appetizer] or hors d’oeuvre \ȯr-ˈdərv\ . Sisig, Foie Gras, Gyoza Cone

Tuna Kinilaw Tartar with Kizami Wasabi

サラダSarada [Salad] Green Papaya Salad in Shiso Crepe and Lapu Lapu with Jalapeno or Matsuhisa Dressing

Yellowtail New Style with Green Mango Salsa

スープ Sūpu [Soup] Spiny Lobster Tempura Miso Sinigang Consomme

Shusai [Main Dish] Sous Vide Crispy Pata with Amasu Ponzu and Brussel Sprouts “Laing”

Beef Short Ribs Kare-Kare Anticucho

Su·shi—Saba Tinapa Syle, Local Tuna Toyomansi, Whitefish Sharshado Style, Salay Salay Paksew, mixed Seafood Kilawin Taco

デザートDezāto [Dessert] Nobu Style Halo-Halo #Nobulent sweet endings!
This extra fine shaved ice is just like the tip of the iceberg, topped with chewy mochi and other fine ingredients beneath were passion fruit, coconut milk, berries, beans, flan, ice cream…yummy and another pleasant surprise, there were crunchy bits of Matcha chocolate in my Halo-Halo. Again, I’m #Nobufied Lovely Omakase set menu dinner of classic Filipino dishes infused with Japanese-Peruvian inspirations by Nobu New York’s Exec Chef Ricky Estrellado and Nobu Manila’s Michael de Jesus #PauliAntoine #pauliantoinedines #etiquettedemanille #fineserviceetiquette #NobuManila #Nobu

NOBU MANILA 2016-2

Enjoy your stay in this 68 sqm suite, just a few steps away from Nobu Restaurant Manila.

Save

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.

New Picture (47)

, , ,

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.

 

New Picture (67)

, , , ,

Putting the Carte before the Course

In Articles, Service Etiquette & Protocol on April 3, 2011 at 12:13 am

Here’s how to create the proper table setting for the type of meal served and the style of service.

 

By Pauli Antoine

 

In a Table d’Hôte Cover the cutlery and flatware for the entire meal are laid before the first course is served. After the order has been taken, the steward removes all unnecessary items and lays those that may be required.

In a Table d’Hôte Cover, the cutlery and flatware for the entire meal are laid before the first course is served. After the order has been taken, the steward removes all unnecessary items and lays those that may be required.

“Putting the Carte before the Course” is a classic crossword clue. The answer: MENU.

The word “menu,” derives from the Latin “minutus” or something small.  In French, it refers to a detailed list. The original menus were written on a chalkboard or carte, so foods chosen from a bill of fare are described as à la carte or “according to the board.”

The first European restaurants sold broth or bouillon as restoratives and did not have menus. These table d’hôte (tah-buhl DOHT) establishments served family-style meals from the “host’s table” at a fixed price to weary travelers. The contemporary menu first appeared in the 18th century and allowed diners to choose from a list of dishes.  A close relative of a table d’hôte is the prix fixe (pree-fix) or fixed price meal that offers two or more courses, with a choice of dishes per course. 

The Standard Table Cover includes appointments like the centerpiece, salt and pepper shakers, an an ashtray (for smoking areas).

The Standard Table Cover includes appointments like the centerpiece, salt and pepper shakers, and an ashtray (for smoking areas).

Now that we’ve positioned the carte, let’s set the course. There are a variety of place settings, which have to be laid to prepare for service according to the type of meal and service style. All the items facing a diner when he is seated at the table are parts of the cover, an old-fashioned term for the table setting for one person.  Here is a quick primer on the various components and rules to assembling the proper cover:

3 Components of a Place Setting

  1. Dinnerware – plates, cups, bowls, saucers, platters and other serving pieces
  2. Flatware – butter and regular knives; salad, pickle and regular forks; soup, dessert and regular spoons
  3. Glassware- water goblet, milk and wine glasses, and sorbet glass

4 Types of Flatware 

  1. Soup spoon – largest, rounded
  2. Salad fork- smaller than regular
  3. Butter knife – shape and size smaller than regular, indented and tapered
  4. Pickle fork – shape and size smaller than regular

 6 Rules in Dinnerware Placement

  1. Allow 20″-24″ for each place setting with the plate in the middle
  2. The rule of thumb: the plate should be 1″ from the table edge
  3. Bread/butter plate – top left
  4. Salad plate – lower top left
  5. Soup bowl – on plate or separate
  6. Cup/saucer – separate

4 Rules in Flatware Placement

  1. The rule of thumb: place items 1″ from the table edge
  2. Forks are positioned on the left side of the plate.  Knives, spoons and pickle fork are positioned on the right side of the plate.  
  3. Arrange flatware in order of use, from outside going towards the plate. The salad fork should be to the left of the dinner fork if the salad is the first course, and to the right if the salad is served with dinner.
  4. Forks should be tines up.  Knives are positioned with the sharp edge towards the plate.  Spoons are laid with bowls up.  The butter knife is placed on the  bread or butter plate with the handle towards the diner.

3 Rules for Glassware Placement

  1. The water goblet should be at the tip of dinner knife blade.
  2. Other beverage glasses should be at right of the water goblet and slightly forward in a diagonal line or triangular formation. The cup and saucer should be set at the lower right after the main course has been cleared
  3. If glassware contents are cold, serve with a linen coaster to catch condensation.
The Standard Table Cover includes appointments like the centerpiece, salt and pepper shakers, an an ashtray (for smoking areas).

The Standard Table Cover includes appointments like the centerpiece, salt and pepper shakers, and an ashtray (for smoking areas).

Unwrapping the Fast Food Cover

The modern fast food menu is a marvel.  Colorful digital displays became the pop-standard tool for  posting a streamlined and static selection in à la carte fashion and table d’hôte variations.  The concept of modern fast food is a by-product of the Industrial Revolution.   The working class required fast, economical and portable foods.  Nearly from its inception, fast food has been designed to be eaten “on the go” and does not require traditional flatware and cutlery. In Japan, if you want something fast, you press a button on the one-man-chef vendo machine and, presto!

The Blue Plate Meal Service is considered the precursor of modern fast food trays. A manufacturer made plates with separate sections for each part of a meal and for whatever reason they were only available in the color blue.   The term became popular in the late 1920s with restaurants competing on “A La Carte All Day” and “Blue Plate Specials” — “a steak-and-lots-of-onion sandwich for a dime” and “a big blue-plate special, with meat course and three vegetables, for a quarter, just as it has been for the last ten years.”  In Blue Plate Meal Service, serving techniques are not enforced. 

In other words, the romantic “cover” must give way to speed, cost and functionality. Or, must it? 

Edward Lear in his poem “The Owl and the Pussycat,” coined the term “runcible spoon” — the ancestor of the ingenuous plastic spoon with tines.  It appears in the third verse: “They dined on mince, and slices of quince / Which they ate with a runcible spoon.”  Lear also used the term in his nonsense alphabet poem, “Twenty-six Nonsense Rhymes and Pictures” under the entry for the letter D: “The Dolomphious Duck, who caught Spotted Frogs for her dinner with a Runcible Spoon.”

We all must dance with the realities of the action-packed, fast-paced 21st century so whenever you can, just pack a set of silverware and linen for those quick take-outs — unfolding the fine linen on your lap will remind you that dining doesn’t always have to be that fast and that convenient.  Bon appétit and remember to pack for friends too when dining with them is expected.

REMEMBER THIS

The rules for table setting may seem confusing and complicated.  Here are a few handy tips to help you remember them in a pinch.

  • Picture the word “FORKS.” The order from left to right, is: F for Fork, O for the Plate (the shape!), K for Knives and S for Spoons. (Okay, the R is missing.  It stands for Ruler – every item on the cover should be straight and well-measured).
  • Holding your hands in front of you, touch the tips of your thumbs to the tips of your forefingers to make a lowercase “b” with your left hand and a lowercase “d’ with your right hand. This reminds you that “bread and butter” go to the left of the place setting and “drinks” go on the right.

Mini-Guide to Ordering in a French Restaurant

In France, restaurants are mandated by law to post their menu with prices outside the door or on the window.  Remember that menu in France does not have the same connotation as it does in English. Le Menu in French is short for Le Menu de Jour or Le Menu à Prix Fixe, (the “à prix fixe” is implied and almost never expressed aloud).  So, if you would like to pick individual items from the menu, just say ‘à la carte’ Generally ordering le menu works out cheaper than ordering à la carte, and lunch menus at French restaurants are cheaper than dinner menus.

 New Picture (61)

Styling by Pauli Antoine.  Photos by Mark Floro/Shot on location at Restaurant 101, Enderun Colleges, 1100 Campus Avenue, McKinley Hill, Fort Bonifacio, Taguig.

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

New Picture (60)

, , , ,

The Titanium Rule to Haute Etiquette

In Articles, Service Etiquette & Protocol, Titanium Customer Service on March 3, 2011 at 8:28 am

Achieve fine-dining service standards at the level of casual dining by understanding your customers and exceeding their expectations.

 

 By Pauli Antoine

 
 
Left - Casual dining chain, Italliani's carries the signatureof "La Dolce Vita" from "benvenuto" to grazie amidst a landscape of casual dining concepts. R- A welcome greeting and a genuine smile to make customers feel at home.

Left – Casual dining chain, Italliani’s carries the signatureof “La Dolce Vita” from “benvenuto” to grazie amidst a landscape of casual dining concepts. Right – A welcome greeting and a genuine smile to make customers feel at home.

 

I am often asked whether the level of service should change depending on the type of restaurant, like fine service for fine dining and casual service for casual restaurants. The answer is a firm but qualified “no.” The style can change depending on the establishment’s theme, but the level of service must remain refined and should exceed expectations by anticipating keenly what a customer needs and wants.  Haute cuisine (literally “high cooking” in French) is a cookery style that originated in Napoleonic France, a refinement of traditional techniques and a radical reorganization of the way kitchens were run. So, why not practice haute etiquette to revolutionize the service industry?

The Golden Rule: Treat people the way you want to be treated

The Golden Rule is a good rule-of-thumb but works only when you want to treat others the same way you want to be treated. Surely every diner wants to be seated at the best table.  So if you are committed to creating an exceptional experience, then each customer’s wants, needs, and desires have to be acknowledged, celebrated, and acted upon. This now brings us to the next rule.

The Platinum Rule: Treat customers the way they would like to be treated

If the Golden Rule is about what you want, the Platinum Rule is about what your customers want. Although itsounds like common sense, it’s not as common as most would think.  There must be a deliberate effort to understand your customers.  Anticipation is a crucial concept in delivering excellent dining service.  It is important to read customers individually and the table as a whole—way ahead of time.  Until the late 1980’s, diners were greeted by a professional of the highest order—the maitre d’. He ruled the dining room of every fine-dining restaurant. Customers followed him wherever he worked. The loyalty was to the maitre d’ and not the restaurant. Over dinner at the fine dining landmark, Prince Albert Rotisserie in InterContinental Manila, I watched a couple locked in each other’s arms walk in. The maitre d’ instinctively offered a table in a quiet corner. Next to arrive was a group of serious-looking men in business attire. The server took their orders quickly, cued by the maitre d’ to render efficient, unobtrusive service without ignoring the table. No fuss, no frills. What happens if a party of eight arrives to celebrate and have cocktails? They should be seated near the bar where patrons probably won’t mind the extra chatter and beverages can be served more efficiently.

Over the years, the position of maitre d’ has been eliminated for reasons that revolve around cutting costs with restaurants, citing a more “casual dining” appeal as an excuse.  The dining scene now presents someone with very little understanding of customer service, holding on to the reins of greeting diners and shaping first impressions.

There are still some restaurants in town that take the job of first impressions seriously. They know the value of maintaining a seasoned host, not just to put a personal and professional glow to the initial interaction, but to gauge the temperament of the customer, seat them accordingly, and pass on relevant information to the staff.

Even though dining is becoming more casual and less formal, the maitre d’ is one formality that is due for a comeback—and this time, with a more definitive purpose.

The Titanium Rule: Treat others in a way that they did not even know was possible

Don’t just meet your customer’s expectations, exceed them. I’ll explain this rule by giving you the inspiration behind it. On one of my favorite trips with my family, I indulged in the revelry of sand, sun, and surf at Royal Bali. The server who presented me with a Lime-Twist Daiquiri stood beside me staring at the sparkling sun.  He then made a swift, fluid motion and angled the pristine, white canopy just before the sun hit my eyes, then excused himself with a bow and a warm smile.

These feats of exceeding expectations need not be superfluous but rather spontaneous with a keen sense of feeling and understanding the customer. It is the sixth sense of customer service and the mark of haute etiquette.  Whether casual or formal, the mark to achieve should be nothing less than excellence in haute etiquette by keeping the Titanium Rule in mind. If gold costs $24 a gram, titanium costs only $5 a gram. But once excellently crafted into fine jewelry, titanium commands a handsome price for its beauty and quality workmanship.

RED, Makati Shangri-La takes fine dining to a pace that keeps up with the top brass. Servers anticipate that you want to enjoy a full course, make it on time for your next appointment, while your bag, coat, and shawl are kept at its finest.

RED, Makati Shangri-La takes fine dining to a pace that keeps up with the top brass. Servers anticipate that you want to enjoy a full course, make it on time for your next appointment, while your bag, coat, and shawl are kept at its finest.

The 10 Elements of Haute Etiquette

1 Confident Image. When you look good, you feel good.  When you feel good, you perform better.  Appearance is part of the product that you and the restaurant will be judged by.

2 Fresh as Lime. This sends a strong message to guests. It makes them comfortable and confident that they are in a healthy, professional, and caring establishment.

3 Timely and Appropriate Greeting.  It is everyone’s responsibility to

Anticipating customer needs while maintaining proper visual poise.

Anticipating customer needs while maintaining proper visual poise.

greet guests. But do not use the loud, chorus-style of welcoming guests. Never throw a greeting across the room. When the host is away from the door, greet new guests with a pleasant expression. Let them know that someone will be right with them. “Good evening. Our host, Nadine will be with you in a short while.”

4 Proper Introductions at the Table.  Introductions should be done within two minutes and should be polite, refined, energetic, calm, and professional.

5 Product Knowledge and Salesmanship.  Servers must know and understand everything that the establishment offers. Product awareness increases confidence. When guests have confidence in you, they will more likely listen to your recommendations and their level of satisfaction increases.

6 Efficient Service.  Establish a standard waiting time for courses:

• 3 minutes for beverages

• 10 minutes for appetizers

• 20 minutes for entrées

• 5 minutes for after dinner-drinks and desserts

7 Diners’ Happiness.  Check back within three minutes of serving. Be polite, positive, and specific. It is not necessary to ask every one. Be alert for non-verbal cues that all is not well. If there is a problem, take care of it. Alert a manager. 

Every guest must leave extremely happy.  Okay is not what we’re striving for. It should be nothing less than excellent!

8 Table Service Etiquette.  To increase guest comfort, do a smooth transition from one course to the next.  Maintain tables in a fluid fashion by observing proper timing and etiquette:

 • Set the bread basket or food nearest the diner.

• Before delivering a course, check for silverware resets. Pull and replace. Never make a guest reuse a dirty utensil.

• Remove dirty plates before delivering the next course to avoid table gridlock.

• Never approach a table without something the guests need and never leave without something they don’t.

• When the check is presented, the table should already be bussed down to coffee cups, water glasses, and dessert plates.

• Cap ashtrays and keep them clean. Two butts max!

9 Mindful Floor Presence.  Be available. The difference between good and excellent service is the ability to anticipate, rather than react to a need. Notice not what they need, but what they are about to need.

10 A Reason to Return Means Going Above and Beyond.  Look out for the little things that you can do. Be thoughtful and creative in executing that extraordinary gesture that will make you and your restaurant stand out like a titanium masterpiece of haute etiquette.

Behind-the-Scenes: Before directing shoots, Image and Etiquette Archon, Pauli Antoine conducts on-the-ground training on visual poise and styles the models for picture-perfect shots.

Behind-the-Scenes: Before directing shoots, Image and Etiquette Archon, Pauli Antoine conducts actual training on visual poise and styles the models for picture-perfect shots.

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

Styling and Visual Poise Direction by Pauli Antoine.  Photos by Christian Regis/Shot on location at Italianni’s Greenbelt 3, Makati City and RED, Makati Shangri-La Manila.

New Picture (51)

, , , , , ,

How to Treat the Customer Like a King

In Articles, Service Etiquette & Protocol, Titanium Customer Service on January 3, 2011 at 7:29 am

The Three Kings in a Manger scene offers valuable lessons in service and respect.

 

By Pauli Antoine

 

 When the Three Kings saw the Child Jesus, they bowed and fell on their knees. To show great respect for the King, they presented their gifts with warmth, sincerity and pride.

Show respect by welcoming guests with a warm and sincere smile followed by a well executed bow. Bend from the waist, keep your back straight, hands in a cupped position.

Show respect by welcoming guests with a warm and sincere smile followed by a well executed bow. Bend from the waist, keep your back straight, hands in a cupped position.

Respect means showing regard and appreciation for the worth of someone or something, including one’s self. We keep on saying that the “Customer is King.” Customer is money, money is king. No money, no salary. It is a logical argument but not something to be passionate about. The concept of “Customer is King” should be imparted and executed from the angle of respect.

The manger scene showed that there is more to respect than simply showing regard and appreciation. The kings were cloaked in imperial regalia, maintained their composure and poise, and observed the proper protocols of their time. It was not just the sight of the Baby Jesus in swaddling clothes that compelled them to fall on their knees, but also their knowledge of the prophesy that the child was the King of kings. If the kings lost their composure and opted to play with the baby, the story would have been different. Their greeting, presentation of gifts, and regal composure—while being mindful of the entire scene—are the three elements of respect.

THE GREETING

In a restaurant setting, the customer is king and deserves respect from the moment he approaches the restaurant’s boundary until he departs. So how does one greet a king?

Bows commonly accompany the greeting phrase or when thanking the customer as he departs. Basic bows originate from the waist with the back straight and the hands at the sides (for men) or clasped in front (for women), and with the eyes lowered. Bows for greeting are divided into three types: informal, formal, and very formal. Informal bows are made at about a 15-degree angle while more formal bows are at about 30 degrees. Very formal bows are even lower.

In the Philippines, it is acceptable for greeters to smile as the customer approaches and to execute an informal bow accompanied by the greeting phrase. Eye contact and a smile must be maintained. Most will agree that a sincere personal greeting is more appreciated than a greeting done in unison across the hall.

Here are five tips on how to welcome customers with respect:

1 Ensure that the restaurant is ready for service. Small things such as wobbling tables and earmarked menus say a lot.

2 Greet and welcome guests with a warm and sincere smile. Women are greeted first. Note that the rule changes in a bar setting. Female bartenders greet women first. Male bartenders greet men first.

3 Guide guests to the table. Use the “open-palm-up” gesture to direct the way. Never point.

4 Assist the elderly or disabled but always ask permission first.

5 Seat guests, women first, by pulling out and pushing back the chair. If space is insufficient, the seat must at least be angled towards the guest.

THE PRESENTATION OF GIFTS

What precious gift can you offer your customers? It is not just the food or the ambiance, but also the simple act of presenting the menu and taking their orders.

Here are five tips on how to present with respect:

Present the menu with pride as if it were the most valuable offering. Hold the upper part of the menu with your right hand and assist with your left hand at the bottom part.

Present the menu with pride as if it were the most valuable offering. Hold the upper part of the menu with your right hand and assist with your left hand at the bottom part.

1 Use “may” versus “can.” Say: “May I present the menu?”

2 Offer the menu to each guest, ladies first. Hold the upper part of the menu with your right hand and assist with your left hand at the bottom part.

3 Once you have presented the menu, you may state the specials not the entire menu. Do not rattle off everything on the menu.  Give the customer time to read and decide and only offer suggestions when asked. Do not leave until you have taken the order.

4 It is proper to excuse yourself when laying food or beverage on the table. If excusing yourself will further disturb the customer (i.e., when he is conversing), then serving quietly is better. The customer will be tolerant because he anticipates the service. The hard and fast rule is: excuse yourself when there is no other way to serve other than reaching across his plate.

5 Exit gracefully with an informal bow and say, “Enjoy your meal.”

THE REGAL COMPUSURE

22 Prime's sincere way of thanking customers---executed with an informal bow, right hand on the heart. Excellent visual poise is achieved by keeping the left hand on the side with thumb and middle finger slightly touching.

22 Prime’s sincere way of thanking customers—executed with an informal bow, right hand on the heart. Excellent visual poise is achieved by keeping the left hand on the side with thumb and middle finger slightly touching.

Just like the three kings in elegant robes, it is important that the uniform is donned properly and with pride. Since serving requires movement, it is important to do so with poise and purpose. Being poised means having composure and dignity as well. A poised person has elegant body movements and carries himself in a fluid and deliberate manner. Here are five tips on moving with poise and purpose:

1 Maintain good posture. Use the “Lengthening Technique.” Pull your neck and torso as far up as you can. Tuck your stomach as far back as you can.

2 Keep ears aligned to the shoulder. Align shoulder blades to your lower back and derrière.

3 Look forward. Chin must be parallel to the ground. If you look down, your entire body pitches forward.

4 Walk on parallel lines. For men: shoulder width apart. For women: very close together, never cross your feet.

5 Poses for women are: informal with laced/clasped hands or hands on the side, thumb and middle finger slightly touching, elbows in; and formal with hands together in a lotus (palm up), inverted lotus (palm down), or cupped position (palms facing each other), elbows in and clipped, not like an opera singer.

The pose for men is: hands on the side. The side of the thumb should graze the side of the thigh, elbows slightly outward.

To render good service with respect is indeed a tall order. Remember that you are also a king and should take pride in what you do. When you keep the Three Kings and the manger scene in mind, you will see respect in a different light and your actions will come across naturally.

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

Styling and Visual Poise Direction by Pauli Antoine. Photos by Mary Rose Peña/Shot on location at 22 Prime, Discovery Suites, Ortigas Center.

00 FB World Cover (Revised Hotspot Coverline)