Restaurant Service Basics

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.

• Preface ixChapter 1: The Server 1Objectives 1Service and Hospitality 2Advantages of Being a Server 2Qualifications for the Job 4Personal Appearance on the Job 6The Uniform 6Hygiene and Grooming 8Your Role in the Restaurant Organization 8Teamwork with Coworkers and Supervisors 9Issues Regarding Restaurant Employment 11Respecting the Diversity of All People 11Preventing Harassment on the Job 12Keeping Violence and Drugs out of the Workplace 12Safety and Preventing Accidents 13Taking Sanitation Seriously 13Key Terms 14Review 14Projects 14Case Problem 15Chapter 2: Types of Establishments, Types of Service, and Table Settings 17Objectives 17Types of Establishments 18Types of Table Service 18French Service 18Russian Service 21English Service 22American Service 22Banquet Service 25Family-Style Service 28Buffets 28Salad Bars, Oyster Bars, and Dessert Tables 30Key Terms 33Review 33Projects 34Case Problem 34Chapter 3: Before the Guests Arrive 35Objectives 35Station Assignments 36Reservations 36Dining Room Preparation 38Preparing the Tables 38Folding the Napkins 41Preparing the Sidestand 41Studying the Menu 46What Is a Menu? 46Why Study the Menu? 46Types of Menus 48Content of the Menu 48Methods of Food Preparation 53Preparation Time 54Meal Accompaniments 55Closing the Dining Room 56Key Terms 58Review 58Projects 59Case Problem 59Chapter 4: Initiating the Service 61Objectives 61Seating Guests 62Who Seats Guests? 62Where to Seat Guests 62How to Seat Guests 63Controlling Seating 64Approaching the Guests 65Taking Orders 65Technique of Taking Orders 65Methods of Taking Orders 67Appropriate Topics of Conversation 70Answering Questions 70Making Suggestions and Increasing Sales 71Timing the Meal 73Placing Orders in the Kitchen 73Picking up Orders from the Kitchen 75Key Terms 76Review 76Projects 77Case Problem 77Chapter 5: Serving the Meal 79Objectives 79Serving Tables and Booths 80Serving Each Course 80Serving Beverages 82Serving at Booths 84Clearing Dishes from the Table 84Efficiency When Serving 86Minimizing Steps 86Maintaining Food Quality 86Attending to Guests 86Giving Special Amenities 86Handling Unusual Circumstances 87Your Behavior toward All Guests 87Handling Guests with Special Needs 87Handling Complaints 89The Guest Check and Payment 90Receiving the Tip 92Increasing the Tip 95Reporting Tips 95Key Terms 97Review 97Projects 98Case Problem 98Chapter 6: Safety, Sanitation, and Emergency Procedures 99Objectives 99Safety: Preventing Accidents 100Food Safety and Sanitation Responsibilities 103Emergency Procedures 107Fire 108Severe Weather 108Electrical Blackouts 109Injury or Serious Illness 109Key Terms 113Review 113Projects 113Case Problem 114Chapter 7: Handling Service Using Technology 115Objectives 115Computers in Restaurants 116Components of a POS System 118Office Computer 118Server Terminal with Touch Screen Monitor 118Printer 120Cash Drawer 120Magnetic Card Reader 120Handheld Order Terminal 121Taking Orders Using a POS System 122Getting Orders to and from the Bar and Kitchen 124Completing Each Transaction 124Closing at the End of the Day 126Advantages of a POS System 128Advantages and Disadvantages of Handheld Order Terminals 129Restaurant Reservations and Table Management 130Advantages of Restaurant Reservation and TableManagement Software 130Guest Paging 131Advantages of Guest Paging 132Key Terms 134Review 134Projects 134Case Problem 135Chapter 8: Wine and Bar Service 137Objectives 137Significance of Serving Wine, Beer, and Liquor 138The Concern about Serving Alcohol in Restaurants 139Wine Service 141Wine Merchandising 141Characteristics of Wine 141Types of Wines 143Temperature of Wine 143Wines and Foods that Complement Each Other 145The Amount of Wine to Order 145Wine Glasses 145Wine Lists and Wine Charts 147Taking the Wine Order 148Procedure for Opening and Serving Wine 148Beer Service 154Types of Beer 154Types of Beer Glasses 155Procedure for Serving Beer 156Liquor Service 156Types of Liquor 156Temperature of Drinks 157Liquor Glassware 157Popular Cocktails and Mixed Drinks 158Procedure for Serving Drinks 158Nonalcoholic Drinks 161Key Terms 163Review 163Projects 164Case Problem 165Resource A: Definitions of Key Terms from the Text 167Resource B: Definitions ofMenu and Service Terms 177Resource C: Recommended Resources for Further Information 189Index 191