Professional Server, The: A Training Manual
Description
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.
More details
Persons
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.
Content
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