Includes index.

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

For undergraduate Culinary and Hospitality courses that focus on dining room service training, and banquet, catering, and buffet service training. 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.