Restaurant Service Basics

by Sondra J. Dahmer (Eden Prairie, Minnesota); Kurt W. Kahl (Madison, Indiana)

• ISBN13: 9780471402411
• ISBN10: 0471402419
• Format: Paperback
• Copyright: 2001-10-01
• Publisher: Wiley

Summary

The essential guide to service skills and techniques that guarantee success Preferences in cuisine may vary, but the demand for great service-the keystone of any restaurant's success-never fades. This concise yet comprehensive guide helps restaurant managers and staffs in all types of dining establishments provide first-rate food and beverage service to every customer and create an excellent dining experience. Restaurant Service Basics takes a practical approach to service training. It discusses different types of service, including French, American, English, Russian, family-style, banquet, and more. With clear, step-by-step instructions, it demonstrates the technical skills associated with American service. It shows restaurant professionals and trainees the proper ways to: Greet and seat guests Take orders and answer questions Serve food and beverages, and time the meal Present the check and accept payment Respond to emergency situations, such as power outages and guest injury Use the computer system to support service Serve alcoholic beverages Supplemented with helpful photos and drawings that illustrate everything from napkin folding to taking orders by computer, Restaurant Service Basics gives servers the knowledge and skills they need to satisfy customers, increase gratuities, and develop a faithful clientele that keeps coming back for more.

Author Biography

The Restaurant Basics Series provides restaurant owners and managers with expert advice and practical guidance on critical issues in restaurant operation and management. Written by leading authorities in their respective areas of expertise, these easy-to-use guides offer instant access to authoritative information on every aspect of the restaurant business and every type of restaurant–independent, chain, or franchise.

Table of Contents

Preface	ix
Purpose of This Book	xi
A Special Thank-you	xiii
The Server	1	(12)
Advantages of the Position
Qualifications for the Job
Personal Appearance on the Job
Your Role in the Restaurant Organization
Teamwork with Co-workers and Supervisors
Current Issues Regarding Restaurant Employment
Questions
Projects
Types of Table Service and Settings	13	(18)
French Service
Russian Service
English Service
American Service
Banquet Service
Family-Style Service
Buffets
Salad Bars, Oyster Bars, and Dessert Tables
Smorgasbords
Questions
Projects
Before the Guests Arrive	31	(26)
Station Assignments
Dining Room Preparation
Studying the Menu
Closing the Dining Room
Questions
Projects
Initiating the Service	57	(20)
Seating Guests
Approaching the Guests
Taking Orders
Appropriate Topics of Conversation
Answering Questions
Making Suggestions
Timing the Meal
Placing Orders in the Kitchen
Picking Up Orders from the Kitchen
Questions
Projects
Serving the Meal	77	(20)
Serving Tables and Booths
Efficiency When Serving
Handling Unusual Circumstances
The Guest Check and Payment
Receiving the Tip
Questions
Projects
Safety, Sanitation, and Emergency Procedures	97	(14)
Safety: Preventing, Accidents
Sanitation Responsibilities
Emergency Procedures
Questions
Projects
Handling Service with a Computer System	111	(16)
Computers in Restaurants
Computer Hardware Used by Servers
Taking Orders Using a Computer System
Getting Orders to and from the Bar and Kitchen
Completing Each Transaction
Closing at the End of the Day
Advantages and Disadvantages of a Computer System
Questions
Projects
Wine and Bar Service	127	(32)
Significance of Serving Wine, Beer, and Liquor
The Concern Over Serving Alcohol in Restaurants
Wine Service
Beer Service
Liquor Service
Mocktails
Questions
Projects
Case Problems	152	(2)
Initiating the Service
A Sensitive Situation
Handling Harassment
A Bad Suggestion
Server Quiz	154	(5)
Part A Completion
Part B Multiple Choice
Glossary	159	(12)
Selected References	171	(3)
Art Credits	174	(3)
Index	177