Restaurant Service Basics »

Sondra J. Dahmer has taught at numerous hospitality and foodservice programs.

Kurt W. Kahl,MS, RD, CD, LD, is a Registered Consultant Dietitian and trainer in the areas of foodservice and nutrition. Together, Dahmer and Kahl have trained waitstaff on service skills and have helped experienced servers polish their skills.

An excellent training tool for both hospitality programs and working restaurant managers, Restaurant Service Basics, 2nd Edition considers the entire dining experience in situations ranging from formal to casual. Step-by-step instructions guide readers through service functions. Different types of service French, American, English, Russia, Family-style, and Banquet are explained in detail, along with universally important safety, sanitation, and emergency procedures. This Second Edition features end-of-chapter projects that incorporate real-life situations, as well as enhanced coverage of point-of-service and other technology use in restaurants.

Ch. 1 The Server 1

Objectives 1

Service and Hospitality 2

Advantages of Being a Server 2

Qualifications for the Job 4

Personal Appearance on the Job 6

Your Role in the Restaurant Organization 8

Teamwork with Coworkers and Supervisors 9

Issues Regarding Restaurant Employment 11

Key Terms 14

Review 14

Projects 14

Case Problem 15

Ch. 2 Types of Establishments, Types of Service, and Table Settings 17

Objectives 17

Types of Establishments 18

Types of Table Service 18

Key Terms 33

Review 33

Projects 34

Case Problem 34

Ch. 3 Before the Guests Arrive 35

Objectives 35

Station Assignments 36

Reservations 36

Dining Room Preparation 38

Studying the Menu 46

Closing the Dining Room 56

Key Terms 58

Review 58

Projects 59

Case Problem 59

Ch. 4 Initiating the Service 61

Objectives 61

Seating Guests 62

Approaching the Guests 65

Taking Orders 65

Appropriate Topics of Conversation 70

Answering Questions 70

Making Suggestions and Increasing Sales 71

Timing the Meal 73

Placing Orders in the Kitchen 73

Picking up Orders from the Kitchen 75

Key Terms 76

Review 76

Projects 77

Case Problem 77

Ch. 5 Serving the Meal 79

Objectives 79

Serving Tables and Booths 80

Efficiency When Serving 86

Handling Unusual Circumstances 87

The Guest Check and Payment 90

Receiving the Tip 92

Key Terms 97

Review 97

Projects 98

Case Problem 98

Ch. 6 Safety, Sanitation, and Emergency Procedures 99

Objectives 99

Safety: Preventing Accidents 100

Food Safety and Sanitation Responsibilities 103

Emergency Procedures 107

Key Terms 113

Review 113

Projects 113

Case Problem 114

Ch. 7 Handling Service UsingTechnology 115

Objectives 115

Computers in Restaurants 116

Components of a POS System 118

Taking Orders Using a POS System 122

Getting Orders to and from the Bar and Kitchen 124

Completing Each Transaction 124

Closing at the End of the Day 126

Advantages of a POS System 128

Advantages and Disadvantages of Handheld Order Terminals 129

Restaurant Reservations and Table Management 130

Advantages of Restaurant Reservation and Table Management Software 130

Guest Paging 131

Advantages of Guest Paging 132

Key Terms 134

Review 134

Projects 134

Case Problem 135

Ch. 8 Wine and Bar Service 137

Objectives 137

Significance of Serving Wine, Beer, and Liquor 138

The Concern about Serving Alcohol in Restaurants 139

Wine Service 141

Beer Service 154

Liquor Service 156

Nonalcoholic Drinks 161

Key Terms 163

Review 163

Projects 164

Case Problem 165

Resource A Definitions of Key Terms from the Text 167

Resource B Definitions of Menu and Service Terms 177

Resource C Recommended Resources for Further Information 189

Index 191