Professional Server, The: A Training Manual

3. Auflage 2024
ISBN: 978-0-13-455275-0
Verlag: Pearson

Buch, Englisch, 240 Seiten, Format (B × H): 216 mm x 276 mm, Gewicht: 606 g

Complete coverage of all aspects of dining room service, with real-life examples and updated information on technology in the industry.

In The Professional Server, students get an introduction to the many aspects of being a professional server, and experienced servers get an excellent reference to consult for various techniques and service situations they face in their day-to-day work. This popular resource features easy-to-read, self-contained chapters, which flow in a logical sequence and allow flexibility in teaching and learning. Coverage includes areas such as professional appearance, guest communication, table settings, food, wine, and beverage service, and current technologies. Restaurant Reality stories and step-by-step photographs give students an insider’s look into what makes an effective server.

Autoren/Hrsg.

Sanders, Edward

Giannasio, Marcella

Inhaltsverzeichnis

1

The Professional Server

The Economic Importance of the Restaurant Industry

Advancement Opportunities

Income Opportunities

Tipping Standard

Getting Stiffed (Left With No Tip)

Tip Credit

Non-Tipping Restaurants

Occupational Advantages for Professional Servers

Occupational Disadvantages for Professional Servers

Challenges for the Restaurant Industry

Job Qualifications

Restaurant Reality

Never judge a book by its cover

Summary

Discussion Questions and Exercises

2

Professional Appearance

Server Health

Grooming Standards

Grooming Guidelines 

Body Language, Poise, and Posture

Uniforms and Aprons

Shoes

Restaurant Reality

When how you look and perform your duties is noticed

Summary

Discussion Questions and Exercises

3

Table Service, Table Settings, and Napkin Presentations

Table Service

American Service (Individual Plate Service)

Butler Service

English Service

Modified English Service  

Russian Service

French Service

Other Types of Service

Family Service  

Counter Service

Banquet Service

Room Service

Salad Bars

Dessert Tables and Trays

Setting a Table

Bread and Butter

Side Dishes and Condiments   

Flatware Placement

Glassware   

Cup and Saucer   

Table Settings    

Breakfast Table Setting

Lunch Table Setting

Dinner Table Setting

Formal Dinner Table Setting   

Napkin Presentations

Restaurant Reality   

What is happening with tabletop place settings?

Summary

Discussion Questions and Exercises

4

Service Readiness

Responsibilities that Support Good Service

Opening and Closing Side-Work

Closing Procedures

The Dining Room

The Menu

Breakfast Menu

Lunch Menu

Dinner Menu

Dessert Menu

Tablet Menus

Wine List

The Guest and the Menu

The Server and the Menu

Restaurant Reality

Work Smart or Work Hard?

Summary

Discussion Questions and Exercises

5

Serving Food and Beverages

Proper Table Service

Service Etiquette

Removing Dishes and Flatware

Booth Service

The Bartender / Server

Loading and Carrying a Tray

Carrying Glasses

Service Priorities and Timing

Server’s Assistant (or Busser) Responsibilities

Table Bussing

Customer Complaints and Issues

Restaurant Reality

Complaints are not always reasonable but always have a solution

Summary

Discussion Questions and Exercises

6

Beverages and Beverage Service

Responsible Alcohol Service

   Incident Report

Wine and Wine Service

Proper Temperatures for Serving Wines

Ice Bucket Usage

Wine Presentation and Service

Opening Champagne or Sparkling Wine

Decanting Wine

Wine Glasses

Styles of Wine

Grape Varietals

Notable Wine Varietals and Food Pairings

Food and Wine Pairing

Distilled Spirits and Cocktails

Beers, Lagers, and Ales

Bottled Waters

Coffee

 Types of Roasts

Baristas and Barista Training

Types of Coffee Drinks

Spirited Coffee Drinks

Tea

Restaurant Reality

A feeling of being welcome at home with hospitality and specialized drinks

Summary

Discussion Questions and Exercises

7

Guest Communication

Getting to Know Your Guests

Taking the Guest’s Order  

Server Enthusiasm

Different Types of Guests

Guests with Special Needs

Anticipating the Guest’s Needs

Nonverbal Cues and Prompts

Suggestive Selling

Guidelines for Suggestive Selling

Servers Incentives

Showmanship sells suggestively

Service Timing

Emergency Situations

Connecting to the Guest to Create Guest Loyalty

Restaurant Reality

A welcoming greeting and personalized service creates loyal guests

Summary

Discussion Questions and Exercises

8

The Technology of Service

Benefits of Technology

Technology Applications

Handheld Touch-Screen Tablet

Product Management Applications

Tabletop Tablets

Kitchen Production Screen

Handheld Pay-At-The-Table Devices

Alert Manager Application

CRM (Customer Relationship Management) Application

Employee Scheduling and Communication

Training with Technology

Online Table Reservation Applications  

Table Management Applications  

Web Presence  

Restaurant Reality  

We only have 30 minutes for lunch

Summary

Discussion Questions and Exercises

9

Dining Room Management

Responsibilities of the Maître d’ or Host

Menu Meetings

Managing Reservations

Taking Telephone Reservations and “Take-Out” Orders

Greeting Guests

Table Selection

Professional Courtesies

Responding to Complaints

Server Training

Restaurant Reality

How to recover from disappointing circumstances

Summary

Discussion Questions and Exercises

10

Banquet, Catering, and Buffet Management

The Event Plan

Event Management

Customer Information

Date and Time Schedule

Number of Guests

Service Presentation

Menu

Bar Service

Open Bar

Cash Bar

Open Bar — Cash Bar Combination

Room Location

Room Floor Plan

Table Setup

Table Sizes

Length/Width/Seating

Table Arrangements

Head Table

Table Numbers

Accessories

Estimated Charges

Service Fee

Deposit Amounts and Payments

Restaurant Reality

The helpful service and details from a banquet/catering manager

Summary

Discussion Questions and Exercises

Glossary Common Menu Terms

Glossary Wine, Beer, Spirits, and Beverage Terms

Über Autor(innen)

Edward Sanders is an adjunct professor of Hospitality Management at New York City College of Technology. He is a Certified Food Executive and Certified Purchasing Manager and has a Master of Science degree in International Management from Thunderbird School of Global Management and a Doctor of Business Administration degree in Management and Organization. Through his career in business and education he has been associated with Xerox, Sky Chefs-American Airlines, Marriott, Delaware North, Brigham Young University, Oregon State University, and Southern Oregon University. Ed owned a restaurant, operated a chain of restaurants, founded and operated Hospitality News (1988—2006), has been an associate professor of business, and cofounded and directed a hospitality and tourism management university program. He is also the author of Food, Labor, and Beverage Cost Control (2016, Waveland Press)and the lead coauthor of Catering Solutions for the Culinary Student, Foodservice Operator, and Caterer (2000, Prentice-Hall) .

Marcella Giannasio is an Associate Professor at Johnson & Wales University, Charlotte, North Carolina, and teaches in the culinary department. She has also taught and supervised students in Koblenz, Germany, at the Deutsche Wein und Sommelierschule, and At-Sunrice Global Chef Academy in Singapore, and participated in the Banfi scholastic tour in Italy. Marcella is a graduate of the College of Charleston and earned a master’s degree in management from Southern Wesleyan University. Her certifications include: Certified Hospitality Educator through the American Hotel & Lodging Educational Institute, Foodservice Management Professional through the National Restaurant Association, and a Court of Master Sommelier Level1. She is a Bordeaux wine ambassador and holds an advanced wine & spirits certification from the Wine & Spirit Education Trust Limited based in London, and is a Hospitality Grand Master through the Federation of Dining Room Professionals. She joined the Johnson & Wales University faculty in 1997 with having many years of management experience within the hospitality industry.