Presenting Service: The Ultimate Guide for the Foodservice Professional

A detailed approach to providing service in restaurants andfoodservice operations

Service starts when a customer walks into a restaurant anddoesn′t end until he or she walks out. Presenting Service,Second Edition, is an up–to–date, hands–on guide for managersthat presents the essential skills and know–how to direct afoodservice staff through a successful, completely enjoyable diningexperience.

Packed with checklists, objectives, key terms, and chaptersummaries and reviews, this Second Edition features a newchapter on bar and beverage service that includes coverage ofspecialty coffees as well as insightful cocktail and wine serviceadvice for better serving and recommending alcoholic andnonalcoholic beverages to guests. Other valuable features of thisrevised edition include:

A new chapter on classic service styles, including thetechniques of French, Russian, American, English, and Chinesedining A new chapter on table etiquette that contains a historicalperspective as well as thorough coverage of etiquette rulesconcerning special foods and various cultures, such as European,Chinese, Indian, and Middle Eastern dining Customer Service and Foodservice Security boxes that identifytips and best practices for handling customer and securityissues A new appendix covering the duties of service workers thatexplains the responsibilities of the frontline staff, including thehost, server, bus person, and bar server

Preface.

1 A Historical Overview of Service.

Introduction.

The Age of Service.

Service: A Total Concept.

A Historical Overview of Service.

Chapter Summary.

Chapter Review.

Case Studies..

2 The Professional Server.

Introduction.

Finding Work.

Looking Professional.

Demeanor and Attitude of Successful Servers.

Learning Skills.

Product Knowledge.

Suggestive Selling.

Organization.

Tips.

Unions.

Laws Affecting Servers.

Chapter Summary.

Chapter Review.

Case Studies.

3 Exceeding People s Needs.

Introduction.

Managing Guest Complaints.

Serving Guests with Special Needs.

Chapter Summary.

Chapter Review.

Case Study.

4 Service Mise en Place.

Introduction.

Getting Ready.

Clearing and Resetting Tables.

Ending the Meal.

Quick–service Mise en Place.

The Cash Bank.

Chapter Summary.

Chapter Review.

Case Study.

5 Service in Various Industry Segments.

Introduction.

Banquet Service.

Service for Specific Meals.

Buffet Service.

Other Service.

Chapter Summary.

Chapter Review.

Case Studies.

6 Service Areas and Equipment.

Introduction.

Dining Area Equipment.

Table Service Equipment.

Menus.

Service Staff.

Chapter Summary.

Chapter Review.

Case Study.

7 Classic Service Styles.

Introduction.

French Service.

Russian Service.

American Service.

English Service.

Chinese Service.

Chapter Summary.

Chapter Review.

Case Study.

8 Serving the Meal.

Introduction.

Steps in Serving.

Greeting and Seating the Guests.

General Rules and Procedures for Serving.

Taking the Order.

Serving the Guests.

Clearing Tables.

Presenting the Check and Saying Goodbye.

Closing.

Formal Dining.

The Busperson s Role.

Chapter Summary.

Chapter Review.

Case Studies.

9 Bar and Beverage Service.

Introduction.

Some Important Facts about Beverage Alcohol.

Knowing Spirits.

Knowing Wine.

Knowing Beer.

Knowing Nonalcoholic Beverages.

Hospitality Behind the Bar.

Serving Spirits.

Serving Wine.

Serving Sparkling Wine.

Serving Beer.

Serving Nonalcoholic Drinks.

Serving Alcohol Responsibly.

Chapter Summary.

Chapter Review.

Case Studies.

10 Management s Role in Service.

Introduction.

Establishing Service Standards.

Management Functions.

Motivating Servers.

Scheduling Servers.

Dining Room Arrangement.

Kitchen Arrangement.

Training Servers.

Reservations.

Chapter Summary.

Chapter Review.

Case Studies.

11 Table Etiquette.

Introduction.

A History of Table Etiquette.

Principles of Public Dining Etiquette.

Tipping.

Dining Etiquette of Various Cultures.

Chapter Summary.

Chapter Review.

Case Studies.

Glossary.

Appendix: Duties of Service Workers.

Index.

Lendal H. Kotschevar, PhD, FMP, is Professor Emeritus atFlorida International University.

Valentino Luciani, CHE, is a former lecturer in theWilliam F. Harrah College of Hotel Administration at the Universityof Nevada, Las Vegas.