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HOSPITALITY
There are principals of hospitality service that must be understood by the staff. The manner of interaction is key. All the ways that one interacts with the customer/guests/patrons is focused at providing proper effective food and beverage operation.
LET'S TALK HOSPITALITY
hospitality noun
hos·pi·tal·i·ty | \ ˌhä-spə-ˈta-lə-tē
Definition of hospitality
- the business of interacting with visitors, guests, customers for the purpose of feeding and entertaining the parties involved, through specific interactions and communications in person
Key Points
- WESTERN HOSPITALITY
- HOSPITALITY DINING
- ATTENTIVE STAFF
- SERVICE WITH A SMILE
- TIP GUIDE
- TIPPS
- InHome
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In the American West region the term Western Hospitality was born
Hospitality service exists to make the life moments spent dining more enjoyable. Definition of Western style hospitality table service dining.
Treat every person you meet with respect, kindness in a pleasant engaging manner and attitude. Generate and maintain a friendly and welcoming atmosphere and elevated feeling above and beyond the normal everyday,. Conduct that presentation a sense of caring for guests.
An alertness of the patrons condition and focused attention to recognize their needs and acting accordingly so all requests are fulfilled and all needs are met.
Definition of Hospitality - friendly, engaging reception and entertaining and accommodating interaction of guests, visitors, or strangers.
In order for a food service establishment to be recognized as a steakhouse there must be a meat focused menu and a hospitality service dedicated staff. Hospitality service plus specialized food service makes a steakhouse.
Hospitality Dining
To be Seated at a Properly Set Table & Served by an Attentive and Enthusiastic Staff
In the late 20th Century Hospitality driven dining establishments were a big trend across the nation. Steakhouses & Seafood restaurants were chains with large menus and themed decors. All featuring Hospitality heavy Table Service. Which makes going out to eat an event in itself. An event that can lasts hours and costs hundreds.
- Hospitality Dining is viewed by the dining public as a celebration event. Birthdays, Holidays, Personal Celebrations is the business of Hospitality dining.
- Food and Beverage industry is largest business sector of the Hospitality industry.
- Hospitality service applied to food service production makes the Hospitality Dining.
The Diners Experience is the Focus of Hospitality Dining
Getting What You Paid For is the current issue found in current commercial food service operators. ie. Every food service operation has some form of Hospitality Service. As part of their engagement with the public.
- The Level of Hospitality Service will be reflected in the total cost of the experience.
- The Level of Hospitality Service should be high if you are paying a high amount per plate.
- The Level of Hospitality Service received should be what you pay for.
Unfortunately we (staff of eatingoutreno.con) have found the level of hospitality dining quite lacking in the various dining establishments in Reno and the surrounding areas.
TIPPS
stands for
To Insure Prompt Proper Service
gratuity is a gift of money for a service
When dining out at a full service restaurant we are expected to give a tip, let it be out of guilt or gratitude. What are we really getting for that tip? Are we getting our tips worth? There is no law that requires the customer to tip. Most people have forgotten the art of restaurant etiquette. It is something everyone should be aware of. Respect & politeness can go a long way when dining out, making the experience more pleasant for everyone. Hospitality is what makes guest come back again and again.
Tipping Quick Guide for TIPPS
Service Type and Tip Amount
Bar
$1-$2 per drink ordered
Full-Service Restaurant
18% of your total bill
Quick-Service Restaurant
10% (optional)
Coffee House or Cafe
$1-per drink $2 for multiple drinks and or large beverages
Online Ordering or Takeout
$1-$5 (optional)
Delivery
18% to 20% of your total bill
Base tip amount on pre- tax total of bill
Service with a Smile
There are Principals of Hospitality Service that must be understood by the staff. The manner of interaction is key. All the ways that one interacts with the customer/guests/patrons is focused at providing proper effective food and beverage operation.
The simple act of providing "Service with a Smile" is an example of Hospitality. The entire dining experience can be elevated from simply being served by a pleasant server to a Hospitality Dining event if the following is in place.
Properly Staffed Front of the House.
Front Of the House
The Staff that have the jobs that involve direct contact with the Diners/Public are considered as "Front of the House" staff members.
- Bussers are the staff that clear and set the tables. They can often also double jobs and become food runners as necessary.
- Assistant/Beverage Servers are the staff that provide the beverages and/or assist the Server. They are the staff that will take your drink order and provide refills as necessary.
- Host/Hostess are the staff that handle the reception and seating of the diners. Their position is crucial to making the "Hospitality Dining" experience. They also monitor the diner's progress. Which is important to know because it effects the turn over of the diners. eg. if the kitchen production is going slower than usual because it is busy, the Hostess/Host can can adjust the wait times to be seated. To give the kitchen time to catch up.
- Floor Managers are the staff that oversee the staff and their interaction and overall operation. They are essential to "Hospitality Dining" because they can assist the staff in ways that the staff can effectively facilitate the respective diner's necessities at the moment. eg. A diner at a Steakhouse is requesting a menu item to be prepared in a way that the server is not familiar with. Meaning the server cannot confirm that their kitchen can prepare the food item in the manner that the diner requested. The "Floor Manager" can interject and and determine if the diner's request can be fulfilled in the manner that the diner needs it to be. Then the Floor Manager can communicate with the kitchen what they need to do to provide the food item in the manner desired by the diner.
- Servers are the staff that present the Menu and take your order. Their focus tasks are to record your order and communicate to the kitchen what your order is exactly. Special requests for preparation and serving are recorded by the server to facilitate production. Servers can also act as the Food Runner. The staff that actually serves your order to the table by hand. Servers job is to provide Hospitality to the Dining In table service. Their are specific interactions and tasks that must be performed (in timely manner) to insure effective Hospitality Dining. Any situation or unique interaction can be handled by the Server if they focus on their known ways to act and respond with a diner.
Payment transactions TIP process
As of 2024 winter season
When you patronize a food service the last interaction with the staff is the payment process.
When using a card the staff presents the POS machine for you to utilize. After inserting or swiping or tapping to engage the system a screen will appear asking if you want to tip.
There are buttons with preset amounts
15% | 20% | 25% and other. and
No Thanks - which declines giving any tip.
Other allows input of a specific dollar and cents amount instead of a percentage of the total bill amount. eg. $5.00 tip for a 2 top (2 person dining party) for lunch service.
Sometime in the past (several years ago) the number amount of gratuity for a large party of 6 or more was 18% ie. The establishment automatically added the 18% gratuity to your bill for a large party.
In years past that amount was 15%.
A common practice of patrons was to refer to the tip amount stated for large parties as the appropriate tip amount.
Hence a decade ago people said 15% was a good tip if the service and food was up to proper hospitality standard.
When the tip amount went up to 18% by establishments, the public started to refer to the 18% amount listed on the menu.
Why do restaurants charge a gratuity for large parties?
There is an increase in labor cost with large dining parties. The amount of gratuity covers the labor cost of service.
A server can handle a table of 1 to 5 diners on their own. When the number is 6 to 10 more staff are assigned to the table to ensure proper level of hospitality service is provided.
To perform all the tasks for a 12 top (industry term for 12 person party) an extra staff member will assist. If more staff are not supporting the server for the table the service will take longer and the service will be strained.
Tipping in a full table service Fine-Dining restaurant. Exactly whom to tip and how much for their aspect of the total experience.
Note: It is best to have cash on hand for ripping. A cash tip insures it goes to actual individual you are wanting to tip. Cash tips are immediately available to the server staff.
When you tip digitally using your card (when you pay the bill) the tip goes into the staff tip pool more often than not.
Some restaurants must process the payment and then distribute the tips. Which may take days to process and get to the actual staff it was intended for.
What Culinary and Hospitality Professionals TIP
Decades experienced Hospitality and Culinary professionals Chefs S.P. Tenney and J.R. Tenney explain how tipping works. As well as offer their insight on tips and what the tips do for those in the hospitality culinary industry.
Any time a service is performed, a gratuity is required and is for the situation proper etiquette.
What exactly is a customer tipping for?
A common question from consumers of food service operations.
Tips are for Services.
Restaurants (like Diners, Cafes, Bistros,Eateries,) provide seating and table service. Which is recognized (by the and food and hospitality industry) as a tippable service.
These types of food service establishments have a staff consisting of what is labeled as "Front of the House " and "Back of the House".
The Front of the House staff are the Servers, Bussers, Host/Hostess and Managers. Any staff that is view and in contact with the customers and public.
Front of the House staff job duties are all focused on providing support and service for the customers dining needs on all levels.
The Front of the House staff receive the tips that the diners give. The tip is supposed to be put in a pool. At the end of the night the tips get distributed to the staff members. Amounts received is determined by the actual position of the staff member.
ie. The Server that is assigned the table gets the largest share. The Server is responsible for the table and is the staff member that communicates directly to the diners.
Assistant Server, Back up Server , Busser performs tasks like clearing the table, setting and re- setting the table, fulfilling and serving beverage orders ,running food orders (delivering dishes to the table) and any task necessary to support the Server and the diner's needs.
Usually they receive less than a Server. eg. A Server received a $10.00 tip. It is a regular practice for a Server to give their back server, busser $2.00 to $4.00, depending on their level of support.
Host/Hostess and To-Go service server. The Host/Hostess is the Front of the House staff that seats the dining parties. If the food service operation is set-up that the tips are put into a pool, the Host/Hostess will receive their appropriate share of the tips. The customer does not need to tip the Host/Hostess directly. Note: Servers that know their job will often tip out the Host/Hostess at the end of the shift for their support provides to the Server.
Only the Front of the House receives the tips.
The kitchen staff does not receive any proceeds from the tips.
If you are a diner and you want to tip the cook/chef responsible for your dish, one has to hand the tip to the server to give to the cook/chef that made the dish.
Why the diner tips. In response to the level of dining service experienced.
The table service has to be provided properly by the Front of the House staff in order to have earned a tip for the table service. As well as the food has to be at the proper standard for public consumption.
When both the service and the food are at proper food safety and food quality standards a tip is earned.
If either, or both lack in proper hospitality standard and food safety and food quality, the tip amount should reflect the service provide.
Food Service Operations Tipping Guide
Restaurant with Table Service and Seating
Breakfast and Lunch TIPPS
2 top (2 person dining party)
$1 tip per $10 Spent eg. $5 minimum for $40 to$50 bill.
or
15% of total bill amount for satisfactory table service and food quality.
18% of total bill amount for above average service and solid food quality.
20% to 25% of the total bill amount for exceptional table service interaction and outstanding food quality.
Dinner
Restaurant with Table Service and Seating
18% of total bill amount for satisfactory service and food quality.
20% of the total bill amount for the above average table service interaction and food quality.
25% of total bill amount for exceptional table service interaction and outstanding food quality.
Restaurant with Counter service no table service
Bar and counter seating
$1 tip per $10 Spent eg. $5 minimum for $40 to $50 total bill
Fast Food with dining room and table seating
$1 tip per $10 Spent eg. $5 minimum for $40 to $50 total bill
Note: Staff Fast Food appreciates TIPPS in cash left at table.
No tip for take away and drive thru.
NOTE: As a Chef that worked fast food as 2nd. and primary job a tip makes ones day regardless of how much. If you received good friendly service as a fast food customer a thank you in form of a tip will make the staffs day.
Food Delivery Service Driver
Food Delivery Driver
10% - 20% of order amount
Or
$5.00 to $7.00
Depending on how far the driver has to travel from the food service operation Location to the delivery location.
eg. If the driver had to travel 1 to 5 miles $5.00 works. If the distance traveled is 7 to 10 miles , $7.00 is better.
Actual service food delivery driver provides a service that is tippable
The food delivery service driver has the responsibility of getting a food order from the production kitchen and or restaurant and transport the actual food items to the delivery location address.
Here is how the process happens.
The driver receives an order via an app. that the delivery service uses to task the work to the drivers.
The driver has to make there way to the production kitchen or restaurant in as fast as time possible.
Once at the pickup location they have to make contact with the staff to confirm that the order is in fact at the location and that it has been fulfilled correctly.
The driver has to properly store the order in a food safe insulated bag designed to transport food from restaurants.
Once the order is secure the driver has to find the actual drop location address
The food delivery app is connected to a navigation app that guides the driver to the address.
Once the driver arrives at the proper address, the driver then has to walk the order and deliver it to the customer in person or deliver the order to a doorstep of a home, room or office
Quite a bit of work goes into the actual delivery process.
The food delivery service pays an amount per order that varies per order. Also Pay rate is determined by the individual drivers status level.
To explain, the delivery services rate their drivers at set levels. When they start out they are paid at starting entry level rate.
When they prove a level of proficiency and performance they are rated as a worker performing at a higher level than entry and the Pay reflects that level.
When the driver reaches the highest expected level of proficiency and performance they obtain the highest rank level and receive the highest rate of pay and they get first consideration for receiving incoming orders.
When a driver is at the highest rank they earn a certain base amount per order.
When an order is within 2 to 5 miles of the production kitchen or restaurant the average pay for that order can range from $3 to $5.
Order of that type can still take up to and over 30 minutes to process.
Which means the base pay for the highest rank driver for these type of orders is about $10 an hour. The pay is from the delivery service no tip.
As an experienced Food delivery driver it is known that at least half the orders that drivers get of this type the customer does not tip at all. About 25% tip a little, $1 to $3. The other 25% tip $5 to $7.
These figures are from recent times 2023 to the present 02/2024.
The highest rank food delivery drivers often receive the same level of tips as the lowest rank drivers.
In order for the highest rank drivers to maintain their level they have to perform at specific standards which requires focused effort to maintain.
Driver has to make it to the pickup location by a specific time or they are late. When late their percentage of performance goes down a percentage amount.
The problem is if a driver encounters traffic delays or they are a far distance they may not make it in time and they receive penalties. This is over matters beyond their control and they still get penalties even though it was not their fault they were late.
Regardless of where you pickup an order there is more often than not a wait for the order to be completed. How long the order takes is beyond the control of the driver.
A high rank driver knows to contact the customer immediately to inform them of the delay.
Providing a status report is how a driver provides proper service to the customer.
After the driver confirms the order was fulfilled properly they must transport the order in a timely manner to the customer.
Then finally the order is hand delivered to the customer's desired drop location.
The food delivery driver provides a hospitality service that is tip worthy. Like every professional that serves the public a tip is not necessary to receive high quality service. A true Professional will always provide service at the highest level without expectation of extra compensation in the form of tip.
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FOOD DELIVERY
Hospitality Dining comes in the form of Hospitality to oneself and those that dine with you. Food Delivery can enable one to provide Hospitality Dining for another diner. Perfect for the couple trying to feed each other in exciting and indulgent ways.
Being able to have your loved ones favorite foods delivered to your home, to be enjoyed together in the privacy of the home is Feasting Hospitality Dining.
Article by Chefs 10_E 02/13/2023
EatingOutReno.com©2019 to©2024 staff Chefs , decades experienced Food services & Food Safety consultants Hospitality and Culinary professionals
Sources
https://dictionary.cambridge.org/us/dictionary/english/steakhouse
Chef 10_E Former executive Chef / Kitchen Manager Cattleman's ® Steakhouse Northern California. Former Broiler Chef Ruth's Chris Steakhouse Reno
Sources
Website accessed
02/13/2024
Pewresearch.org
GrubHub website
Accessed 02/13/2024
Https:// GrubHub.com
Sources
Accessed 02/02/2024
https://www.pewresearch.org
Accessed website
02/13/2024
Https://bankrate.com
Chefs 10_E EatingOuReno.com staff Chefs and Culinary and Hospitality consultants.