Presenting Service includes checklists, objectives, key terms, and chapter summaries and reviews.

Features:

• A new chapter on classic service styles, including the techniques of French, Russian, American, English, and Chinese dining
• A new chapter on table etiquette that contains a historical perspective as well as thorough coverage of etiquette rules concerning special foods and various cultures, such as European, Chinese, Indian, and Middle Eastern dining
• Customer Service and Foodservice Security boxes that identify tips and best practices for handling customer and security issues
• A new appendix covering the duties of service workers that explains the responsibilities of the frontline staff, including the host, server, bus person, and bar server

Contents

A Historical Overview of Service

• The Age of Service.
• Service: A Total Concept.
• A Historical Overview of Service

The Professional Server

• The Demeanor and Attitude of Successful Servers.
• Learning Skills.
• Product Knowledge.
• Suggestive Selling.
• Organization.
• Finding Work.
• Tips.
• Unions.
• Laws Affecting Servers

Exceeding People’s Needs

• Managing Guest Complaints.
• Serving Guests with Special Needs

Service Mise en Place

• Getting Ready.
• Clearing and Resetting Tables.
• Ending the Meal.
• Quick-service Mise en Place.
• The Cash Bank

Service in Various Industry Segments

• Banquet Service.
• Service for Specific Meals.
• Buffet Service.
• Other Service

Service Areas and Equipment

• Dining Area Equipment.
• Table Service Equipment.
• Menus.
• Service Staff

Classic Service Styles

• French Service.
• Russian Service.
• American Service.
• English Service.
• Chinese Service

Serving the Meal

• 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

Bar And Beverage Service

• Some Important Facts about Beverage Alcohol.
• Knowing Spirits.
• Knowing Wine.
• Knowing Beer.
• Knowing Nonalcohol Beverages.
• Hospitality Behind the Bar.
• Serving Spirits.
• Serving Wine.
• Serving Beer.
• Serving Nonalcoholic Drinks.
• Serving Alcohol Responsibly

Management’s Role in Service

• Management’s Responsibility for Service.
• Management Functions.
• Motivating Servers.
• Scheduling Servers.
• Dining Room Arrangements.
• Kitchen Arrangements.
• Training Servers.
• Reservations

Table Etiquette

• A History of Table Etiquette.
• Principles of Public Dining Etiquette.
• Tipping.
• Dining Etiquette of Various Cultures

Index

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