Synopses & Reviews
The essential guide to great service skills and techniques-now in a second edition.No matter how excellent the food, guests will not return to a restaurant with poor service. On the other hand, great service leads to both a pleasurable dining experience and a successful restaurant. Whether as a server or restaurant executive, anyone entering today's foodservice industry cannot afford to ignore the significance of excellent service.
Restaurant Service basics, Second Edition offers a practical and up-to-date guide to professional table service. Authors Sondra Dahmer and Kurt Kahl provide extensive, step-by-step instructions on everything a truly excellent service must do, from proper attire to order taking methods to dealing with difficult guests.
This revised and updated Second Edition features:
- New coverage of technology use in restaurants, including POS systems
- Plentiful photos and diagrams that illustrate table settings, service styles, and much more
- Updated information on upselling from the menu, food allergies, food trends, safety and sanitation guidelines, and alcohol service
- New teaching and learning features including learning objectives, key terms called out in the text, mini-cases, a resource of menu and service terms, and an expanded glossary
- End-of-chapter review questions and projects that incorporate real-life situations
A comprehensive and concise resources for building a top-notch waitstaff, Restaurant Service Basics, Second Edition is an essential manual for servers-no training, those who train them, restaurant managers, and hospitality students.
Synopsis
An excellent training tool for both hospitality programs and working restaurant managers, Restaurant Service Basics, 2nd Edition considers the entire dining experience in situations ranging from formal to casual. Step-by-step instructions guide readers through service functions. Different types of service French, American, English, Russia, Family-style, and Banquet are explained in detail, along with universally important safety, sanitation, and emergency procedures. This Second Edition features end-of-chapter projects that incorporate real-life situations, as well as enhanced coverage of point-of-service and other technology use in restaurants.
About the Author
Sondra J. Dahmer has taught at numerous hospitality and foodservice programs.
Kurt W. Kahl,MS, RD, CD, LD, is a Registered Consultant Dietitian and trainer in the areas of foodservice and nutrition. Together, Dahmer and Kahl have trained waitstaff on service skills and have helped experienced servers polish their skills.
Table of Contents
Preface.
Acknowledgement.
Chapter 1: The Server.
Objectives.
Service and Hospitality.
Advantages of Being a Server.
Qualifications for the Job.
Personal Appearance on the Job.
The Uniform.
Hygiene and Grooming.
Your Role in the Restaurant Organization.
Teamwork with Co-workers and Supervisors.
Issues Regarding Restaurant Employment.
Respecting the Diversity of All People.
Preventing Harassment on the Job.
Keeping Violence and Drugs Out of the Workplace.
Safety and Preventing Accidents.
Taking Sanitation Seriously.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 2: Types of Establishments, Table Service and Table Settings.
Objectives.
Types of Establishments.
Types of Table Service.
French Service.
Russian Service.
English Service.
American Service.
Banquet Service.
Family-Style Service.
Buffets.
Salad Bars, Oyster Bars, and Dessert Tables.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 3: Before the Guests Arrive.
Objectives.
Station Assignments.
Reservations.
Dining Room Preparation.
Preparing the Tables.
Folding the Napkins.
Preparing the Sidestand.
Studying the Menu.
What is a Menu?.
Why Study the Menu?.
Types of Menus.
Content of the Menu.
Methods of Food Preparation.
Preparation Time.
Meal Accompaniments.
Closing the Dining Room.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 4: Initiating the Service.
Objectives.
Seating Guests.
Who Seats Guests.
Where to Seat Guests.
How to Seat Guests.
Controlling Seating.
Approaching the Guests.
Taking Orders.
Technique of Taking Orders.
Methods of Taking Orders.
Appropriate Topics of Conversation.
Answering Questions.
Making Suggestions and Increasing Sales.
Timing the Meal.
Placing Orders in the Kitchen.
Picking Up Orders from the Kitchen.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 5: Serving the Meal.
Objectives.
Serving Tables and Booths.
Serving Each Course.
Serving Beverages.
Serving at Booths.
Clearing Dishes from the Table.
Efficiency When Serving.
Minimizing Steps.
Maintaining food Quality.
Attending to Guests.
Giving Special Amenities.
Handling Unusual Circumstances.
Your Behavior Toward All Guests.
Handling Guests with Special Needs.
Handling Complaints.
The Guest Check and Payment.
Receiving the Tip.
Increasing the Tip.
Reporting Tips.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 6: Safety, Sanitation, and Emergency Procedures.
Objectives.
Safety: Preventing Accidents.
Food Safety and Sanitation Responsibilities.
Emergency Procedures.
Fire.
Severe Weather.
Electrical Blackouts.
Injury or Serious Illness.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 7: Handling Service Using Technology.
Objectives.
Computers in Restaurants.
Components of a Computer System.
Office Computer.
Server Terminal with Touch Screen Monitor.
Printer.
Cash Drawer.
Magnetic Card Reader.
Handheld Order Terminal.
Taking Orders Using a Computer System.
Getting Orders to and from the Bar and Kitchen.
Completing Each Transaction.
Closing at the End of the Day.
Advantages and Disadvantages of a Computer System.
Advantages and Disadvantages of Handheld Order Terminals.
Restaurant Reservations and Table Management.
Advantages of Restaurant Reservation Software.
Guest Paging.
Advantages of Guest Paging.
Key Terms.
Review.
Projects.
Case Problem.
Chapter 8: Wine and Bar Service.
Objectives.
Significance of Serving Wine, Beer, and Liquor.
The Concern Over Serving Alcohol in Restaurants.
Wine Service.
Wine Merchandising.
Characteristics of Wine.
Types of Wines.
Temperature of Wine.
Wines and Foods that Complement Each Other.
The Amount of Wine to Order.
Wine Glasses.
Wine Lists and Wine Charts.
Taking the Wine Order.
Procedure for Opening and Serving Wine.
Beer Service.
Types of Beer.
Types of Beer Glasses.
Procedure for Serving Beer.
Liquor Service.
Types of Liquor.
Temperature of Drinks.
Liquor Glassware.
Popular Cocktails and Mixed Drinks.
Procedure for Serving Drinks.
Non-alcoholic Drinks.
Key Terms.
Review.
Projects.
Case Problem.
Resource A: Definitions of Key Terms.
Resource B: Pronunciations for Menu Items.
Resource C: For Further Information and Reading.
Index.