Presenting Service

LENDAL H. KOTSCHEVAR, PHD, FMP, is Professor Emeritus at Florida International University.VALENTINO LUCIANI, CHE, is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas.

• ix Preface1 A Historical Overview of Service2 Introduction2 The Age of Service3 Service: A Total Concept6 A Historical Overview of Service16 Chapter Summary17 Chapter Review17 Case Studies2 The Professional Server20 Introduction20 Finding Work20 Looking Professional21 Demeanor and Attitude of Successful Servers24 Learning Skills24 Product Knowledge24 Suggestive Selling25 Organization28 Tips29 Unions30 Laws Affecting Servers33 Chapter Summary34 Chapter Review34 Case Studies3 Exceeding People's Needs36 Introduction36 Managing Guest Complaints39 Serving Guests with Special Needs42 Chapter Summary43 Chapter Review43 Case Study4 Service Mise en Place46 Introduction47 Getting Ready62 Clearing and Resetting Tables63 Ending the Meal64 Quick-service Mise en Place65 The Cash Bank67 Chapter Summary68 Chapter Review68 Case Study5 Service in Various Industry Segments70 Introduction70 Banquet Service77 Service for Specific Meals79 Buffet Service82 Other Service86 Chapter Summary87 Chapter Review87 Case Studies6 Service Areas and Equipment92 Introduction92 Dining Area Equipment97 Table Service Equipment100 Menus102 Service Staff105 Chapter Summary106 Chapter Review107 Case Study7 Classic Service Styles110 Introduction110 French Service115 Russian Service116 American Service118 English Service119 Chinese Service121 Chapter Summary122 Chapter Review123 Case Study8 Serving the Meal126 Introduction126 Steps in Serving126 Greeting and Seating the Guests129 General Rules and Procedures for Serving133 Taking the Order138 Serving the Guests140 Clearing Tables141 Presenting the Check and Saying Goodbye143 Closing143 Formal Dining144 The Busperson's Role146 Chapter Summary148 Chapter Review148 Case Studies9 Bar and Beverage Service152 Introduction153 Some Important Facts about Beverage Alcohol155 Knowing Spirits158 Knowing Wine163 Knowing Beer165 Knowing Nonalcoholic Beverages168 Hospitality Behind the Bar169 Serving Spirits171 Serving Wine173 Serving Sparkling Wine174 Serving Beer174 Serving Nonalcoholic Drinks175 Serving Alcohol Responsibly179 Chapter Summary181 Chapter Review185 Case Studies10 Management's Role in Service188 Introduction188 Establishing Service Standards189 Management Functions193 Motivating Servers198 Scheduling Servers199 Dining Room Arrangement199 Kitchen Arrangement199 Training Servers202 Reservations205 Chapter Summary206 Chapter Review207 Case Studies11 Table Etiquette212 Introduction212 A History of Table Etiquette213 Principles of Public Dining Etiquette220 Tipping221 Dining Etiquette of Various Cultures225 Chapter Summary226 Chapter Review227 Case Studies229 Glossary237 Appendix: Duties of Service Workers243 Index