All modern food and beverage service methods can then be grouped under the five customer processes as follows.
Table service: the customer is served at a laid table. This type of service, which includes plated service or silver service, is found in many types of restaurant, cafés and in banqueting.
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Table Service |
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Service to customer at a laid cover |
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Waiter |
Plate/American |
Service of pre-plated foods to customers. Now also widely used for banqueting |
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Silver/English |
Presentation and service of food by waiting staff, using a spoon and fork, onto a customer’s plate, from food flats or dishes |
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French/Gueridon |
Food served onto customer’s plate at a side table or trolley; may also include carving, jointing and fish filleting, the preparation of foods such as salads and dressings and flambage |
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Assisted Service |
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Combination of table service and self-service |
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Carvery |
Some parts of the meal are served to seated customers; other parts are collected by the customers. Also used for breakfast service and for banqueting |
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Self-service: the customer is required to help him or herself from a buffet or counter. This type of service can be found in cafeterias and canteens.
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Self-Service |
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Self-service of customers |
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Cafeteria |
Counter |
Customers queue in line formation past a service counter and choose their menu requirements in stages before loading them onto a tray (may include a ‘carousel’ – a revolving stacked counter, saving space) |
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Free-flow |
Selection as in counter (above) but in food service area where customers move at will to random service points; customers usually exit area via a till point |
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Echelon |
Series of counters at angles to the customer flow within a free-flow area, thus saving space |
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Supermarket |
Island service points within a free-flow area |
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Single point service: the customer orders, pays and receives the food and beverages, for instance at a counter, at a bar in licensed premises, in a fast-food operation or at a vending machine.
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Single point Service |
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Service of customers at single point – consumed on premises or taken away |
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Takeaway |
Takeaway |
Customer orders and is served from single point, at a counter, hatch or snack stand; customer consumes off the premises; some takeaway establishments provide dining areas |
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Drive-thru |
Form of takeaway where customer drives vehicle past order, payment and collection points |
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Vending |
Provision of food service and beverage service by means of automatic retailing |
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Kiosks |
Outstation used to provide service for peak demand or in specific location; may be open for customers to order and be served, or used for dispensing to staff only |
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Specialised service (or service in situ): the food and drink is taken to where the customer is. This includes tray service in hospitals or aircraft, trolley service, home delivery, lounge and room service.
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Specialised (or in situ) |
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Service to customers in areas not primarily designed for service |
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Tray |
Method of service of whole or part of meal on tray to customer in situ, e.g. at hospital beds; at aircraft seats; at train seat |
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Home delivery |
Food delivered to customer’s home or place of work, e.g. ‘meals on wheels’, pizza home delivery, or sandwiches to offices |
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Room |
Service of variety of foods and beverages in guest bedrooms or in meeting rooms |
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