These are probably one of the hardest areas to describe, as you can find so many different types of service locations and restaurants. The serving area is the crowded area between the kitchen area and guests, where food production staff and servers use the most efficient means to get food out of the kitchen and onto customers. The teamwork of both sides from the passing window became today’s service area. In a small table service restaurant, this may be an area no more than four to six feet long that houses the pass-through window.
Many restaurants hire people called dispatchers to stand on either side of the window and facilitate ordering and delivery. A shipper can organize incoming and outgoing orders quickly, verify that each tray is complete and accurate before delivering, and even do some last-minute decorations when the dishes run out. When standing in the kitchen area to do this, the person is sometimes referred to as a wheel person or ticket individual. In fast food establishments, the serving areas are the counters, clearly visible to incoming customers.
A recent innovation may be the separation of beverages and condiments from prepared foods. Today, customers fill their personal drink glasses, dispense their personal mustard or ketchup, etc. In some restaurants, the waiting station and the service area are the same. A common problem in this area is that no one usually remembers to plan a wide, flat space for service personnel to rest trays or place tray racks. Usually, no matter what this region is known for, many restaurant designers view it with apprehension. And no wonder It’s really an extension of the rear of the house that happens to be located in the front of the house.
The waiting station generally has no inherent “eye appeal”, and yet it is an absolutely essential component of an effective service system and should be equipped with everything that service personnel use on a regular basis. A likely list will include: bread and butter, bread baskets, all coffee making and serving paraphernalia, assorted garnishes, salad dressings and condiments, plates and cutlery, water jugs and glasses, ice, napkins and linen tablecloths, containers for laundry, tray supports, credit card printers, computers, calculators, counters, etc. Get the idea? Things are always jumping around here.
If your service region is instantly adjacent to your kitchen area, some simple design precautions will make the space safer for employees and provide a better flow pattern for support traffic. Many of these places have swing doors connecting them to the kitchen area. If feasible, select double doors, 42 inches wide, with clear, unbreakable plastic windows in each door that should not be less than 18 inches high and 24 inches wide. Each door must be installed to open in only one direction and must be clearly marked “ENTRY” or “OUT”. There must be at least two feet separating the doors. When refrigerators are located within the service region, glass doors will help save energy by allowing servers to view the contents without opening the door. Also, think about sliding doors instead of swinging doors.
The floor is another essential consideration. Make it non-slip, like the floor in the kitchen area. And, simply because there is often the possibility of a spill, be sure to find suitable floor drains. Finally, simply because of the heavy use of this space and also the interaction of the servers and people from the production line, this area needs to be well lit, like the kitchen area. You can find two different schools of thought on whether waiting stations should be warehouses for some prepared foods: soups, salads, pre-cut pies and pastries, etc. While one group says it makes delivery of these items faster, another insists it also increases theft by staff members and therefore increases expenses.
Where should your waiting station(s) be located? The shorter the distance between the waiting station and the kitchen area, the better off you will be. The long walks between the two actually increase labor costs, as the servers spend their time going back and forth. It is also more difficult to keep items at the proper temperature if they have to be transported longer distances. If space doesn’t allow your waiting station to become adjacent to your kitchen area, you can find a couple of options. Using metal plate covers will keep food warm for an additional two to four minutes while it is being delivered to guests. Or buy downspouts, spring-loaded dish racks whose temperature can be controlled to provide preheated dishes.
In many situations, the food is now ready in full view of the guests. Therefore, it is more important than ever that designers produce performance centers that are well organized and can be kept clean. Take advantage of under-counter storage space to reduce clutter. Provide a sink for washing hands and a sink for rinsing tools and kitchen utensils in the work center. Select surfaces that are easy to clean, from wall paint to countertop materials. Think carefully where to dispose of waste. Ventilation should receive professional attention, to minimize the buildup of grease that naturally occurs from cooking and to avoid the possibility of smoke entering the dining room.
