Introduction -- 1. The Serving Staff -- How to Hire a Good Service Staff -- What Makes a Good Server? -- Job Lists -- Server Job List -- Bus Person Job List -- Providing Great Service -- Service - What Not To Do! -- 2. Types of Service and Table Settings -- Types of Restaurants -- 3. Hosting -- Duties of the Restaurant Host/Hostess -- Inspecting the Dining Room -- Providing Excellent Service -- Supervising the Service -- The Nature of Host Work -- Performing Clerical Work -- Making Arrangements for Special Parties -- Serving Special Parties -- Receiving Customers -- 4. Table Service -- American Service -- French Service -- English Service -- Russian Service -- Buffet Service -- Family-Style -- Left or Right? -- Table Side Service -- Table Settings -- Setting the Table -- General Rules for Table Service -- Setting an Elegant Table -- Folding Napkins -- Centerpieces -- 5. Taking Orders -- Giving and Collecting Orders -- Approaching the Table -- Giving a Friendly Greeting -- Giving Prompt Attention -- Taking a Drink Order -- Serving the Drinks -- Explaining the Menu -- Taking the Food Order -- Delivering the Food -- Checking Back -- Dessert -- Presenting the Check -- Clearing the Table -- Serving Multiple Tables -- Tips for Serving Customers -- 6. Carrying Trays -- Food Trays -- Loading Trays -- Cocktail Trays -- Arm Service -- Bussing -- 7. Suggestions and Suggestive Selling -- Suggesting Selections to the Customer -- Making Substitutions -- Purposes of Suggestive Selling -- Suggesting Additional Items -- Suggesting Higher-Priced Items -- Value-Added Service -- 8. Take Care of the Kids -- Speedy Service -- Kid-Friendly Menus -- Healthy Choices -- Kids' Specials -- Kid-Friendly Cups -- Games and Play Spaces -- Talk to the Kids -- Seats.

Keep an Eye out for Messes -- Changing Stations -- Step Stools -- 9. Server Side-Work Duties -- Setting Up Coffee Service -- Setting Up Bread Baskets -- Handling Customer Complaints -- Dealing with Difficult Customers -- Remember These Golden Rules: -- Handling Problems -- 10. Menu Knowledge -- Cooking Terms and Methods on Preparation -- 11. Restaurant Technology -- New Technology -- Electronic Ordering -- Handling Money -- Writing Orders -- Presenting the Check -- Problems -- Guest Tickets and the Cashier -- Getting Orders to the Kitchen -- 12. Tipped Employees -- The Tip Rate Determination and Education Program -- Additional Information on Tip-Reporting -- Employee Tip-Reporting Frequently Asked Questions -- Tips-Reporting Policies -- 13. Beverage Service -- Alcohol Sales Policies -- Alcohol Safety -- How to Serve Alcohol -- Types of Alcohol -- Bar Terms -- Wine -- Bottle Sizes -- Wine Language -- Helping a Customer Choose Wine -- Serving Wine -- Pronunciation -- Wine and Food -- Wine Resources -- Wine Labels -- Tasting Tips -- Describing Wine -- Glassware -- Serving Wine -- Pouring Procedures -- Free-Pouring -- Pouring Draft Beer -- Common Beer-Pouring Problems -- Real Whipped Cream -- Freshly Squeezed Juices -- Garnishes -- Enhancing Drink Quality -- 14. Bussing -- 15. Sanitation and Safety -- Red Cross -- Fire department -- OSHA -- Preventing Accidents -- Strains -- Slipping and Falling -- Fires -- Choking -- Exposure to Hazardous Chemicals -- How to Read the MSDS: -- What is HACCP? -- Avoid Bacterial Cross-Contamination -- Online Information Resources -- Bacteria Primer -- Dangerous Forms of Bacteria -- Controlling Bacteria -- Hygiene -- Conclusion -- Glossary -- Bibliography.

Packed with new information, the revised edition of this best selling manual was designed for use by all food service serving staff members. The guide covers all aspect of customer service for the positions of host, waiter or waitress, head waiter, captain, and bus person. Step-by-step instructions cover hosting, seating guests, taking/filling orders, loading/unloading trays, table side service, setting an elegant table, folding napkins, promoting specials, upselling, handling problems, difficult customers, tips and taxes, and handling the check and money.

Description based on publisher supplied metadata and other sources.

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.