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A detailed approach to providing service in restaurants and foodservice operations Service starts when a customer walks into a restaurant and doesn't end until he or she walks out. Presenting Service, Second Edition, is an up-to-date, hands-on guide for managers that presents the essential skills and know-how to direct a foodservice staff through a successful, completely enjoyable dining experience.Packed with checklists, objectives, key terms, and chapter summaries and reviews, this Second Edition features a new chapter on bar and beverage service that includes coverage of specialty coffees as well as insightful cocktail and wine service advice for better serving and recommending alcoholic and nonalcoholic beverages to guests. Other valuable features of this revised edition include: A new chapter on classic service styles, including the techniques of French, Russian, American, English, and Chinese dining A new chapter on table etiquette that contains a historical perspective as well as thorough coverage of etiquette rules concerning special foods and various cultures, such as European, Chinese, Indian, and Middle Eastern dining Customer Service and Foodservice Security boxes that identify tips and best practices for handling customer and security issues A new appendix covering the duties of service workers that explains the responsibilities of the frontline staff, including the host, server, bus person, and bar server
Lendal H. Kotschevar, PhD, FMP, is Professor Emeritus at Florida International University.</p> <p>Valentino Luciani, CHE, is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas.
Table of Contents
Chapter 1: A Historical Overview of Service.
The Age of Service.
Service: A Total Concept.
A Historical Overview of Service.
Chapter 2: The Professional Server.
The Demeanor and Attitude of Successful Servers.
Laws Affecting Servers.
Chapter 3: Exceeding People’s Needs.
Managing Guest Complaints.
Serving Guests with Special Needs.
Chapter 4: Service Mise en Place.
Clearing and Resetting Tables.
Ending the Meal.
Quick-service Mise en Place.
The Cash Bank.
Chapter 5: Service in Various Industry Segments.
Service for Specific Meals.
Chapter 6: Service Areas and Equipment.
Dining Area Equipment.
Table Service Equipment.
Chapter 7: Classic Service Styles.
Chapter 8: Serving the Meal.
Steps in Serving.
Greeting and Seating the Guests.
General Rules and Procedures for Serving.
Taking the Order.
Serving the Guests.
Presenting the Check and Saying Goodbye.
The Busperson’s Role.
Chapter 9: Bar And Beverage Service.
Some Important Facts about Beverage Alcohol.
Knowing Nonalcohol Beverages.
Hospitality Behind the Bar.
Serving Nonalcoholic Drinks.
Serving Alcohol Responsibly.
Chapter 10: Management’s Role in Service.
Management’s Responsibility for Service.
Dining Room Arrangements.
Chapter 11: Table Etiquette.
A History of Table Etiquette.
Principles of Public Dining Etiquette.
Dining Etiquette of Various Cultures.
Appendix A: What are the Criteria for Outstanding Performance?
Appendix B: What Does the Individual Have to Know, Be, and Do?
Appendix C: What are the Criteria for Outstanding Alcohol Service Performance?