Presenting Service – The Ultimate Guide for the Foodservice Professional 2e
The Ultimate Guide for the Foodservice Professional
Samenvatting
A detailed approach to providing service in restaurants and foodservice operations
Service starts when a customer walks into a restaurant and doesn′t end until he or she walks out. Presenting Service, Second Edition, is an up–to–date, hands–on guide for managers that presents the essential skills and know–how to direct a foodservice staff through a successful, completely enjoyable dining experience.
Packed with checklists, objectives, key terms, and chapter summaries and reviews, this Second Edition features a new chapter on bar and beverage service that includes coverage of specialty coffees as well as insightful cocktail and wine service advice for better serving and recommending alcoholic and nonalcoholic beverages to guests. Other valuable features of this revised edition include:
∗ 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
Specificaties
Inhoudsopgave
<p>1 A Historical Overview of Service</p>
<p>2 Introduction</p>
<p>2 The Age of Service</p>
<p>3 Service: A Total Concept</p>
<p>6 A Historical Overview of Service</p>
<p>16 Chapter Summary</p>
<p>17 Chapter Review</p>
<p>17 Case Studies</p>
<p>2 The Professional Server</p>
<p>20 Introduction</p>
<p>20 Finding Work</p>
<p>20 Looking Professional</p>
<p>21 Demeanor and Attitude of Successful Servers</p>
<p>24 Learning Skills</p>
<p>24 Product Knowledge</p>
<p>24 Suggestive Selling</p>
<p>25 Organization</p>
<p>28 Tips</p>
<p>29 Unions</p>
<p>30 Laws Affecting Servers</p>
<p>33 Chapter Summary</p>
<p>34 Chapter Review</p>
<p>34 Case Studies</p>
<p>3 Exceeding People′s Needs</p>
<p>36 Introduction</p>
<p>36 Managing Guest Complaints</p>
<p>39 Serving Guests with Special Needs</p>
<p>42 Chapter Summary</p>
<p>43 Chapter Review</p>
<p>43 Case Study</p>
<p>4 Service Mise en Place</p>
<p>46 Introduction</p>
<p>47 Getting Ready</p>
<p>62 Clearing and Resetting Tables</p>
<p>63 Ending the Meal</p>
<p>64 Quick–service Mise en Place</p>
<p>65 The Cash Bank</p>
<p>67 Chapter Summary</p>
<p>68 Chapter Review</p>
<p>68 Case Study</p>
<p>5 Service in Various Industry Segments</p>
<p>70 Introduction</p>
<p>70 Banquet Service</p>
<p>77 Service for Specific Meals</p>
<p>79 Buffet Service</p>
<p>82 Other Service</p>
<p>86 Chapter Summary</p>
<p>87 Chapter Review</p>
<p>87 Case Studies</p>
<p>6 Service Areas and Equipment</p>
<p>92 Introduction</p>
<p>92 Dining Area Equipment</p>
<p>97 Table Service Equipment</p>
<p>100 Menus</p>
<p>102 Service Staff</p>
<p>105 Chapter Summary</p>
<p>106 Chapter Review</p>
<p>107 Case Study</p>
<p>7 Classic Service Styles</p>
<p>110 Introduction</p>
<p>110 French Service</p>
<p>115 Russian Service</p>
<p>116 American Service</p>
<p>118 English Service</p>
<p>119 Chinese Service</p>
<p>121 Chapter Summary</p>
<p>122 Chapter Review</p>
<p>123 Case Study</p>
<p>8 Serving the Meal</p>
<p>126 Introduction</p>
<p>126 Steps in Serving</p>
<p>126 Greeting and Seating the Guests</p>
<p>129 General Rules and Procedures for Serving</p>
<p>133 Taking the Order</p>
<p>138 Serving the Guests</p>
<p>140 Clearing Tables</p>
<p>141 Presenting the Check and Saying Goodbye</p>
<p>143 Closing</p>
<p>143 Formal Dining</p>
<p>144 The Busperson′s Role</p>
<p>146 Chapter Summary</p>
<p>148 Chapter Review</p>
<p>148 Case Studies</p>
<p>9 Bar and Beverage Service</p>
<p>152 Introduction</p>
<p>153 Some Important Facts about Beverage Alcohol</p>
<p>155 Knowing Spirits</p>
<p>158 Knowing Wine</p>
<p>163 Knowing Beer</p>
<p>165 Knowing Nonalcoholic Beverages</p>
<p>168 Hospitality Behind the Bar</p>
<p>169 Serving Spirits</p>
<p>171 Serving Wine</p>
<p>173 Serving Sparkling Wine</p>
<p>174 Serving Beer</p>
<p>174 Serving Nonalcoholic Drinks</p>
<p>175 Serving Alcohol Responsibly</p>
<p>179 Chapter Summary</p>
<p>181 Chapter Review</p>
<p>185 Case Studies</p>
<p>10 Management′s Role in Service</p>
<p>188 Introduction</p>
<p>188 Establishing Service Standards</p>
<p>189 Management Functions</p>
<p>193 Motivating Servers</p>
<p>198 Scheduling Servers</p>
<p>199 Dining Room Arrangement</p>
<p>199 Kitchen Arrangement</p>
<p>199 Training Servers</p>
<p>202 Reservations</p>
<p>205 Chapter Summary</p>
<p>206 Chapter Review</p>
<p>207 Case Studies</p>
<p>11 Table Etiquette</p>
<p>212 Introduction</p>
<p>212 A History of Table Etiquette</p>
<p>213 Principles of Public Dining Etiquette</p>
<p>220 Tipping</p>
<p>221 Dining Etiquette of Various Cultures</p>
<p>225 Chapter Summary</p>
<p>226 Chapter Review</p>
<p>227 Case Studies</p>
<p>229 Glossary</p>
<p>237 Appendix: Duties of Service Workers</p>
<p>243 Index</p>